The Dubai Model Center, affiliated to the General Secretariat of the Executive Council of the Emirate of Dubai, announced the best websites, smart applications and contact centers, within the framework of the evaluation process for the "Hamdan Program for Government Services", which is based on a set of specific criteria to measure the level of efficiency, effectiveness and sustainability.

The customer experience was the main criterion for determining the level of excellence of websites, smart applications and call centers, as the evaluation focused primarily on determining the level of satisfaction, happiness and well-being of the customer and society as a top priority for the Dubai government. The evaluation aims to ensure that all Dubai government websites and smart applications conform to the highest standards of security, efficiency, ease of use, privacy and the ability to process information, to support the process of transition to a smart government in the Emirate of Dubai, which adopts a unique model in government development to translate the vision of our leadership in customer happiness and enhance community welfare.

The Dubai Roads and Transport Authority (RTA Dubai), the Dubai Electricity and Water Authority (DEWA Smart App) and the Dubai Police App were named the three best applications over the past two years. In terms of websites, the Dubai Electricity and Water Authority website (www.dewa.gov.ae), the Dubai Police website (www.dubaipolice.gov.ae) and the Roads and Transport Authority website (www.rta. .ae), was named the best three websites, based on the evaluation process that included more than 100 websites and smart applications affiliated with government agencies, Islamic affairs and charitable work.

The review and evaluation process used in the call center category was based on four main axes: the customer experience, which includes how the call center employee deals with communications and various situations, including the entities' automated communication channels; the human resources departments, the training programs they offer, and the performance evaluations they conduct; the effectiveness of support processes such as quality assurance, workforce management, etc.; The technology used by the call center to meet the needs of customers. The call center representatives also conducted a self-assessment according to the four axes mentioned, while certified auditors carried out an assessment in the workplace based on the results of the self-assessment submitted to them.

In turn, His Excellency Abdullah Al Basti, Secretary-General of the Executive Council of the Emirate of Dubai stressed the importance of evaluating government websites, applications and call centers in the Emirate of Dubai as an advanced step on the path to improving the quality, efficiency and readiness of government services to keep pace with future requirements and meet the needs of society, based on innovation that has become a fundamental pillar To create and foresee the future.