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ENOC service centres to implement global star-rating system
Emirates National Oil Company, ENOC, will start implementing the global star-rating system across its service centres to further improve customer's satisfaction. The move comes after signing an agreement with the Global Start-Rating Progamme, which seeks to upgrade ENOC’s services to a seven-star rating. It will see the two parties exchange knowledge and expertise, and work together to provide the necessary training for staff.
Hessa Essa Buhumaid, Assistant Director-General for Government Services and Leadership at the Prime Minister’s Office, Ministry of Cabinet Affairs and The Future, signed the agreement on behalf of the Global Star-Rating Programme, while Dr. Waddah Shihab Ghanem, Executive Director for Environment, Health, Safety, Security, and Quality, EHSSQ, and Corporate Affairs at ENOC, represented the Emirates National Oil Company.
"The partnership with ENOC supports the UAE Government’s efforts to implement the global star-rating system across various organisations in the country, in a bid to upgrade their performance and services," Hessa Buhumaid explained. "The system will help promote excellence in government services, and encourage service centres to be proactive and strive for customer satisfaction."
Saif Humaid Al Falasi, ENOC Group CEO, said: "The global star-rating system seeks to evaluate and classify government services and take them to new heights in terms of quality. Our agreement with the Prime Minister’s Office streamlines our joint effort to define service centres’ scope of work and make use of international best practices in the government sector."
The UAE is the first country in the world to implement a star-rating system for services, launched by Vice President, Prime Minister and Ruler of Dubai, His Highness Sheikh Mohammed bin Rashid Al Maktoum, in an effort to upgrade services in the Emirates to seven-star quality, be it in the public or private sector. The Emirates Programme for Excellence in Government Services had been in talks with ENOC to conduct a joint study into the implementation of the rating system, whereby new standards were introduced for facilities such as petrol stations and vehicle registration centres.
The system focuses, first and foremost, on the customer, and seeks to reinvent government services and upgrade them to match those offered by banks, hotels, and airlines. This, in turn, supports the UAE Government’s efforts to set an example for the governments of the future, as stipulated in the objectives of the UAE Vision 2021.
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