Customer Councils 2024

Open Date : 01/11/2024|Close Date: 15/01/2025

Customer Councils: A Platform for Communication and Development

Customer Happiness Department - 2024

Customer Councils are regular meetings held with customers to listen to their suggestions and preferences. These councils aim to create a participatory environment between the government and customers, facilitating the exchange of ideas to enhance and develop government services.

Goals of Customer Councils

Improving Service Efficiency: By discussing ideas and solutions with customers.
Mutual Communication: Providing a platform for direct dialogue.
Customer Voice: Including customers in the decision-making process.
Customer Engagement: Making them part of the service improvement journey.

In a way that meets the needs of various groups such as youth, women, the elderly, people of determination, and those with children.

Note: This session was conducted in person at the EHS' premises.

Outcome

Annual Outcomes of the Councils

Year	Participating Departments	Number of Sessions	Number of Customers
2024	6	46	572

Participating Departments

Radiology Department: 2 sessions, 42 customers.
Laboratory Services: 1 session, 4 customers.
Dental Services: 2 sessions, 15 customers.
Public Health Services: 4 sessions, 35 customers.
Primary Healthcare Services: 10 sessions, 122 customers.
Hospital Administration: 26 sessions, 354 customers.

Discussed Services

The councils covered a wide range of services, including:

Customer experience and journey enhancement.
Reducing bureaucracy in processes.
Physiotherapy and specialized clinic services.
Proactive services such as premarital testing.
Digital services like test result access through mobile apps.

Participating Entities

28 entities participated in the Customer Councils, including:

Shams Comprehensive Police Center.
Sharjah City for Humanitarian Services.
Higher Colleges of Technology.
Ministry of Education - Dubai.
Ajman Comprehensive Police Center.
Civil Defense in Manama - Ajman.

Key Improvement Areas

Access to Services: Simplifying procedures.
Medical Appointments: Reducing waiting times.
Digital Services: Enhancing mobile apps and websites.
Healthcare Workforce: Addressing the shortage of medical professionals and enhancing their professionalism.
Healthcare Facilities: Upgrading infrastructure and providing medical equipment.
Payment Channels: Streamlining payment processes.

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