UAE’s Ministry of Energy and Infrastructure wins the United Arab Emirates Customer Experience of the Year - Energy accolade at the Asian Experience Awards

The government body not only sets a new standard for excellence in public service delivery but has also demonstrated unwavering dedication to the well-being and happiness of the people in the UAE.

The Service Delivery and Development Strategy of the Ministry of Energy and Infrastructure (MOEI) is a ground-breaking initiative aimed at revolutionising the way the Ministry delivers its services to the citizens and residents of the United Arab Emirates. 

This visionary strategy is aligned with a seven-star government rating, integrating the insights of nearly 1,000 customers and 24 strategic partners. It not only prioritises the enhancement of the customer experience but also focuses on societal well-being, operational efficiency, and sustainability.

Key highlights of the strategy include:

Customer-Centric Approach: MOEI placed customers at the forefront of its strategy by designing services tailored to their needs and preferences. Through initiatives like re-engineering services and proactive complaint management, customer satisfaction with digital services reached an impressive 93% in 2022, with 94% utilisation of digital government services.

Smart and Unified Services: The ministry transformed its digital presence, with an 80.8% year-on-year improvement in the website and smart application. Its diversified and unified services led to an 83.6% positive customer experience in 2022.

Societal Involvement: MOEI actively engages with diverse segments of society, involving them in the development and improvement of services. The result is a portfolio of services designed in partnership with various societal groups, contributing to a more inclusive and responsive approach.

Employee Empowerment: Recognising the importance of employee satisfaction, MOEI implemented a host of employee happiness initiatives, achieving an impressive 89% index of happiness and quality of life in the work environment in 2022.

Innovative practices have been the cornerstone of MOEI's success. Last year, the ministry started leveraging augmented reality technology for service guides, reduced the number of service delivery centres by 70%, and launched three service bundles. The ministry also leveraged advanced technologies like blockchain and artificial intelligence in its services and activated 17 automated services without any human intervention.

The impact of MOEI's service strategy has been profound, with a remarkable 20% improvement in customer happiness in the first year of implementation and an impressive 30% in its second year. It contributed to a significant reduction in average waiting time, with over 80% of transactions now completed in less than 5 minutes. Processes at customer happiness centres have also seen remarkable improvements, with satisfaction rates reaching as high as 100% for certain services.

The Ministry's proactive approach to digital services has yielded impressive results, with a 77.17% year-on-year increase in app downloads in 2022 and a 91.84% customer happiness rate with the application in the same year. 

Moreover, MOEI's public awareness campaigns have significantly increased the utilisation of digital channels for service applications, with a 10.62% rise in engagement in 2022, compared to the previous year. 

MOEI's commitment to excellence and innovation has not gone unnoticed. For three consecutive years, the Ministry was tasked with promoting public awareness of digital services, solidifying its reputation as a pioneer in customer-centric government service delivery.

The Asian Experience Awards is presented by Asian Business Review Magazine. To view the full list of winners, click here. If you want to join the 2024 awards programme and be acclaimed for providing meaningful brand experiences to stakeholders, please contact Jane Patiag at [email protected].