Crowdsourcing Customer Engagement: A white paper on enhancing the role of customers in the development of government services

This paper explores the benefits of empowering customers to optimize happiness and government performance. It looks at how various new methods such as crowdsourcing can help refine data about customer satisfaction and feedback. It also investigates mystery shopper programmes around the world to demonstrate how the UAE’s new mystery shopper application is embracing better practices to innovate on new solutions in government services. 

"Every individual in our community in the UAE is a partner in improving government services, and every customer is a mystery shopper who will be the judge and the measure for the performance of any government entity and the efficiency of services it provides": This is what was said by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and the Ruler of Dubai, when he recently launched the "Mystery Shopper" application developed by the UAE government to benefit from the experiences of customers and to learn from their opinions and assessments of federal government services.

The app (http://ms.1.ae/) is a first of its kind in the world to evaluate nationwide federal government services in real time wherein customers can evaluate the level of services, centers and employees through a unified platform. The launch of the application comes as a reflection of the recent directives of His Highness to develop field assessment mechanisms that enhance the role of the customer in assessing the level of government services.

 

Download the white paper below.