Circular No. (2) of 2020 Concerning the Formation of the Government Service Improvement and Development Team To all governmental entities and Companies in the Emirate of Abu Dhabi Peace and Allah's mercy a

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Circular No. (2) of 2020
Concerning the Formation of the Government Service
Improvement and Development Team
To all governmental entities and Companies in the Emirate of Abu
Dhabi
Peace and Allah's mercy and blessings be upon you,
We are pleased to greet you and express our sincere gratitude for your
continuous cooperation to realise the public interest.
With reference to Circular No. (9) of 2016 concerning the Formation of the
Service Improvement and Development Team at the Governmental Entities;
and in order to achieve the objectives of the strategic vision of the Government
of Abu Dhabi; and in order to upgrade the level of government performance in
the Emirate; and based on the approval of the Executive Committee, you are
kindly required to adhere to the following:
• Forming a work team to improve and develop services at your entity
while determining two coordinators to communicate with the Department
of Government Support, in accordance with the attached controls and
conditions, provided that quarterly reports on the progress of work are
submitted by the Department of Government Support to Abu Dhabi
Executive Office.
• Working to simplify and facilitate procedures and reduce the time spent for
the completion of government services and study the challenges shared
with the entities and the strategic partners.
• Following up on government services reports issued by Abu Dhabi Executive
Office, laying down the necessary improvement plans and following up on
their implementation.
• Following up on building the capabilities of customer service employees,
and setting development and improvement plans based on said capabilities.
• Taking measures to ensure that the percentage of complaints received
in relation to procedures or decisions issued by governmental entities is
reduced.
• Achieving the digital transformation of the services that may be digitally
transformable and activating them in digital channels by (100%).
Date: 04/03/2020

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Dr. Mohammed Rashid Al Hamli
Secretary-General
For inquiries, please contact the Department of Government Support via Telephone number 02-6997770 or by
e-mail at: CX@DGS.GOV.AE
• Connecting and activating all digital services to the Unified Platform
(TAMM) of Abu Dhabi government.
• Working to define the initiatives for the procedures that are expected
to be improved and which contribute to reducing costs and raising and
improving collection efficiencies in line with government service pricing
standards.
We value your efforts and thank you for your cooperation
For your necessary action
May Allah guide you

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First – Forming a Work Team for the Development of Government Services:
A work team shall be formed under the chairmanship of the Director-
General of the entity or the like, with the membership of the following units'
representatives as a minimum:
• Customer service
• Human resources
• Strategy
• Financial affairs
• Legal Affairs
• Information Systems
• Communication and Information Office
• Support Services
Functions of the Work Team
• Acting as the central point of contact to improve and develop services and
following up on the requests of Abu Dhabi Executive Office.
• Working according to a methodology that supports and benefits from
innovation and creative ideas by the government and private sectors to
improve customer experience and rationalise expenditures.
• Following up on government service performance indicators.
• Following up on the implementation of the guidelines issued by Abu
Dhabi Executive Office, updating the relevant self-assessment tools, and
periodically submitting proposals to improve performance.
• Developing media plans to raise awareness and provide the required
information to customers, and consolidating them in all available channels.
• Ensuring that the classifications of complaints in the Customer Relationship
Management platform of the government of Abu Dhabi are updated and
approved.
• Studying the challenges related to the most frequent complaints and
addressing the root causes of the major repeated complaints according

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to the 80/20 rule, provided that quarterly reports on the progress of work
are submitted by the Department of Government Support to Abu Dhabi
Executive Office on the prescribed forms.
Second - Conditions for Choosing a Coordinator:
The coordinator shall be chosen according to the following conditions:
• To be a national of the United Arab Emirates.
• To have the ability to positively influence others and the ability to communicate
effectively and work within work teams.
• To have the ability to influence decision-making, and to lead and create
change.
• To be highly dynamic and able to present innovative ideas.
• To fulfil self-preparation and institutional empowerment to obtain the
necessary detailed information about any aspect of the governmental
entity’s outstanding performance.
• To show sincerity in work and be keen to accomplish all work duties.
• To enjoy project management and evaluation skills.
• To be familiar with the continuous improvement strategy and best practices.
• To be familiar with performance improvement initiatives, projects and
programmes.
• To be familiar with the services and tasks of the (governmental entity) in
their entirety, including operations, procedures, and other actions.
• To be familiar with the digital transformation of services.
• To ensure carrying out follow-up after the various feedback reports.

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