Consultations Details

Journey to Excellence Forum

Open Date : 27/09/2023| Close Date: 28/09/2023
Consultation Subject:

As part of a series of forums organized by the Ministry of Energy and Infrastructure to evaluate its services and to determine the requirements, needs and expectations of the customers, the Ministry held the Journey to Excellence Forum.


Consultation Objective:

The key objective of the forum was to uncover usability and design problems with the current MoEI website by connecting with its core user base, to discover opportunities for improvement. 

The Ministry provided overview of current and proposed MoEI services, and recent changes to the law, which aim to improve overall customer experience.


Consultation Decision:

The session's activities were framed around MoEI's 5 key objectives to improve user experience and service capabilities:

  • MOEI to launch a number of key initiatives to support service delivery
  • Connect with core user base and learn more about them
  • Uncover usability and design problems
  • Discover potential enhancement opportunities
  • Increase customer happiness scores to reach Ministry's target of 100%


Outcome

The discussions from the Forum summarized into 6 key insights:

  • Digitize all data and testing across Emirates results.
  • Create laws to protect drivers.
  • Synchronize registration across Emirates.
  • Create "Favourites" for most accessed services.
  • Close the service loop.
  • Tailor Customer service to specific needs.

Further condensed these insights into 5 key recommendations that can be applied to improve MoEI's service experience:

  • Integrate multiple systems to reduce duplications of information.
  • Streamline issuing and renewals through bulk processing.
  • Personalize website to user/company preferences and activities.

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