H.H. Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, the Crown Prince of Dubai, has approved the results of the 2024 Dubai Government Customer and Employee Happiness Indices.

The findings were released alongside the results of the Mystery Shopper survey, showcasing the performance of Dubai’s government entities. The report, published annually by the Dubai Government Excellence Programme (DGEP), indicates that Dubai’s government departments achieved an impressive average customer happiness rating of 93.8 percent, an employee happiness rating of 86.7 percent, and a stellar Mystery Shopper score of 95.8 percent.

Sheikh Hamdan commended these achievements, stating that under the guidance of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Dubai is setting new global standards in public service excellence. He emphasized that these results reflect the dedication of government teams to meet and exceed public expectations, reinforcing Dubai’s position as a leader in customer-centric governance. The outstanding performance in 2024 serves as a testament to the ongoing commitment to improvement and excellence in service delivery.

In addition, Sheikh Hamdan instructed the DGEP team to enhance their assessment methods by incorporating customer and employee feedback into institutional evaluations. This will ensure greater inclusivity and alignment with the Government Excellence model. The findings from the indices will be shared at the upcoming Dubai Government Excellence Program award ceremony, with an emphasis on using public insights to inform future enhancements in service delivery.

The top-performing government entities in customer happiness for 2024 included the Mohammed Bin Rashid Housing Establishment, which achieved a score of 98.75 percent. This was followed closely by the Dubai Electricity and Water Authority at 97.01 percent and the Islamic Affairs and Charitable Activities Department at 96.99 percent. In the employee happiness category, the Mohammed Bin Rashid Housing Establishment again led with 96.7 percent, followed by Awqaf Dubai at 96.2 percent and the General Directorate of Residency and Foreigners Affairs – Dubai at 95.3 percent.

Sheikh Hamdan congratulated the Mohammed Bin Rashid Housing Establishment for its exceptional performance, recognizing its consistent ranking among the top three for three consecutive years. He acknowledged the Dubai Electricity and Water Authority and the Islamic Affairs and Charitable Activities Department for their achievements in customer happiness, as well as Awqaf Dubai and the General Directorate of Residency and Foreign Affairs-Dubai for their commendable employee happiness scores. These accomplishments highlight the values of excellence and service that the Government of Dubai upholds.

The 2024 Mystery Shopper survey, which recorded an average happiness score of 95.8 percent, is crucial for assessing the quality of government services across various touchpoints such as service centers, call centers, websites, and mobile applications. The insights gained from this survey inform ongoing improvements and ensure operational excellence within government entities. The Customer and Employee Happiness Indices were compiled using an advanced online platform that allows for performance tracking and comparison, providing valuable insights for identifying areas needing improvement.

This year marks the 20th anniversary of these surveys, celebrating two decades of progress in enhancing governance and service delivery in Dubai. Over this time, the results from the three studies—Customer Happiness, Employee Happiness, and Mystery Shopping—have solidified Dubai’s status as a global leader in government excellence, demonstrating its proactive approach to achieving world-class standards.

His Excellency Abdulla Mohammed Al Basti, Secretary General of The Executive Council of Dubai and Chairman of the DGEP, stated that serving and bringing happiness to people is a priority for the government. He mentioned that the positive impressions from citizens, residents, and visitors position Dubai alongside leading global cities. Al Basti highlighted Dubai’s pioneering use of precise data insights to monitor engagement and improve services, committing to advancing the government ecosystem for innovative, world-class service delivery.

Dr. Hazza Khalfan Al Nuaimi, Coordinator General of the DGEP, noted that the record-breaking results in 2024 reflect a strong commitment to continuous development. He expressed an intention to leverage these insights to further empower government entities in innovating service delivery while refining happiness measurement methodologies. Al Nuaimi’s goal is to enhance performance and satisfaction among customers and employees, reinforcing Dubai’s status as a global leader in public service excellence.

Eman Al Suwaidi, Executive Director of Assessments and Studies at the General Secretariat of The Executive Council, emphasized the importance of benchmarking methodologies against global best practices. This focus aims to ensure the delivery of excellence and innovation in studies, providing precise insights into the perspectives of Dubai’s customers and employees. Al Suwaidi concluded that this approach will foster a positive work environment, deliver pioneering services, and create integrated experiences that align with Dubai’s vision of becoming the happiest city in the world.