Seven star services

Since His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President of the State, Prime Minister, and Ruler of Dubai, launched the (7 Stars) program for classifying government and semi-government service centers, he directed that all service centers be rated from two to seven stars, based on the outcomes of an evaluation process built on 127 criteria classified under 8 main pillars, which cover all aspects required for excellence and leadership in service delivery.

Why is participation in the Global Star Rating System important?

Today, you can determine your position among your competitors in service centers by participating in the 7-Star Service Center Rating, which has become mandatory to ensure continuity, competition, innovation, and development.

Brief Overview of the Global Star Rating System (7 Stars)
The standards of the Global Star Rating Program for services reflect the highest international levels related to evaluating service quality in service centers. It focuses on the excellence of the customer experience and customer service.
Service centers are evaluated once every two years, in addition to measuring customer satisfaction and conducting studies based on the mystery shopper methodology. A report is then issued to evaluate and rate the center based on this assessment.
The Global Star Rating System includes 8 main pillars:

• Strategic alignment
• Customers
• Services
• Service delivery channels
• Customer experience
• Service efficiency and innovation enablement
• Human resources
• Technology

The updated system includes sub-criteria defined across four stages:

• Initial Stage
• Development Stage
• Maturity Stage
• Leadership Stage

Each criterion is graded based on meeting the stage requirements. The system includes a total of 233 criteria presented as structured, stage-specific questions. Service centers aim to reach the leadership stage in most criteria.

How will we help you achieve a star rating?
Through our service center qualification program, and upon your approval, we will:

• Conduct a free preliminary audit where our specialists will visit your center and meet with your staff to audit the availability of the required systems, work guides, and necessary documentation
• Present a technical and financial proposal along with the qualification plan
• Upon approval of the proposal, we will immediately begin the qualification process, which may last 4–6 months
• In collaboration with your center’s team, we will prepare and categorize all documents and files according to the evaluation criteria
• The qualification process will include a mock evaluation to simulate the official assessment and prepare the center’s leadership and employees for the actual evaluation

Brief Overview of the Consulting Team:
The consulting team has been carefully selected based on their scientific and practical expertise and high competencies in the areas of functional, administrative, and institutional excellence, as well as customer happiness.
They have conducted many internal excellence award evaluations for various government departments within and outside the UAE.
They also specialize in training and qualifying employees and institutions to raise their performance to meet all requirements of the Global Star Rating System (7 Stars).
Team members are certified assessors, including:

• EFQM Certified Assessors (Europe)
• Certified Internal Assessors from the Dubai Government Excellence Program
  They have trained and qualified many entities both inside and outside the UAE.