Leadership Index in Government Services
His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Chairman of the Executive Council, launched the "Leadership Index in Government Services " – a first of its kind in the region - at the Hamdan Hub in 2016. The index promotes research and scientific methodologies to understand the reality of service delivery in the Government of Dubai and its evolution over time. The index places the consumer at the forefront of service delivery and takes into account their views about the services provided to them, while highlighting the extent of employee participation which is considered the most prominent element in the service development process. The Leadership Index in Government Services assess the present condition of service delivery and the increasing maturity of innovation in government services.
The Leadership Index consists of key pillars for the integrated expression of the level of services in the Emirate of Dubai, not only looking at the efficiency of government services (direct and indirect financial savings), but also to examine the level of satisfaction in the customer experience as achieved when obtaining government services and the adherence to the service standards published to the customers.
The index reflects progress across government services with the aim of continuously improving them. It utilizes a set of interrelated measures, which together form an integrated assessment mechanism of leadership in government services, and is based on five pillars: customer experience, employee participation, efficiency of services, creativity and innovation in services, and adherence to service standards.