Sharjah Program for Enhancing Customer Experience
Inspired by the vision of His Highness Sheikh Dr. Sultan bin Mohammed Al Qasimi, Member of the Supreme Council and Ruler of Sharjah. Which places people at the center of development the Executive Council of Sharjah, chaired by His Highness Sheikh Sultan bin Mohammed bin Sultan Al Qasimi, Crown Prince, Deputy Ruler of Sharjah and Chairman of the Sharjah Executive Councill, launched the Customer Experience Enhancement Program.
The program aims to improve the quality of government services and enhance customer satisfaction through a comprehensive integrated framework built around four main pillars: Strategic Direction, Design, Development, and Delivery.
Program Vision
"Towards an integrated human-centered customer experience"
Program Objectives
Program Policy
To ensure the effective implementation of the Sharjah Program for Enhancing Customer Experience, the Customer Experience Policy was adopted as a governance framework that organizes the program’s execution and ensures the standardization of its criteria across various government entities.
This policy provides a comprehensive framework outlining the standards and guidelines required for government entities to offer an exceptional and effective customer experience. It also aims to unify efforts and strengthen integration between government and semi-government entities, supporting efficient implementation, active participation in service improvement, and ensuring continuous enhancement within Sharjah’s government ecosystem.
Program Pillars
Strategic Direction
This pillar focuses on providing a comprehensive institutional perspective that guides government entities toward enhancing customer experience and ensures that their goals and plans are aligned with the overall direction of the Government of Sharjah in the area of customer experience improvement.
Design
This pillar focuses on strengthening government entities’ adoption of a creative, customer-centric design approach, with the aim of understanding customers’ needs and challenges and developing innovative solutions that contribute to improving service quality and enhancing customer satisfaction.
Development
This pillar focuses on applying an iterative development approach that ensures the continuous improvement of government services, through the adoption of defined standards across all stages of designing, building, testing, and launching new services.
Delivery
This pillar aims to ensure the delivery of government services with the highest levels of efficiency and quality, By applying of clear and well-defined standards that guarantee an outstanding, seamless service experience that meets customer expectations.