TEXPO

Enabling a two-way collaboration

The Dubai Government Unified Customer eComplain System (eComplain System) was launched by the Dubai Executive Council in 2007 to enable customers to provide feedback on the service they received from the Dubai Government Departments. 

Having launched the eComplain System in line with the vision of His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice-President and Prime Minister of UAE and Ruler of Dubai, to enable the public sector to improve its services, performance and strengthen its communication with customers, one of the main objectives of the system was to establish a positive image of Dubai and a two way communication between the Government departments and customers. 

In order to ensure that the system meets its intended objectives and departments continue to find areas for further improvements, the Dubai Executive Council decided to conduct the eComplain System Maturity Assessment Survey. After a competitive procurement process, TEXPO was selected to conduct the survey on behalf of the Dubai Executive Council. 

Charting the plan:

In order to deliver a strong assessment, a five phased survey approach was adapted to interview three different kinds of users for the eComplain System users:

1. Executives from the various Government departments
2. External users or the actual customers of the departments 
3. Internal users or the individuals responsible for dealing with the customer complaints

Overall, 972 individuals were interviewed which include 139 executives, 619 external users and 214 internal users by using a structured questionnaire. All the executives and internal users were interviewed face-to-face and the external users were interviewed over the telephone and internet. The responses were analysed by using advanced statistical techniques to meet the objectives of the survey.

Bringing in the results: 

“Following the project, TEXPO’s assessment was that the The Executive Council should use the findings of this survey as a benchmark and continue assessing the eComplain System on a regular basis. The ongoing assessment will help in discovering further areas of improvement and will set the eComplain System as a benchmark for organisations around the globe,” said Dr Sarfaraz Alam, CEO, TEXPO.

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