Smart Dubai Concludes Service Quality Training Programme at Disney Institute

Smart Dubai wrapped up its Service Quality Training Programme, which took place at the Disney Institute in Orlando, Florida, and enlisted 30 “Happiness Champions from 23 Dubai Government entities.

The week-long programme sought to educate and train participants about service quality and ways to achieve it, in order to realise the objectives of the Happiness Agenda and provide best-in-class services and experiences to the residents and visitors of Dubai. Participants attended a series of workshops, interactive sessions and theme parks site visits that introduced them to proven mechanisms that improve the level of services and experiences provided by government institutions and agencies to the public. They were also given the chance to participate in field visits to the Disney Institute for first-hand experience of its happiness-centred work practices.

Her Excellency Dr Aisha Bint Butti Bin Bishr, Director General of the Smart Dubai Office (SDO), applauded the Happiness Champions initiative for its great success, and for the opportunity it provided for the winners from various Dubai Government departments  and private organisations to visit the Disney Institute and learn first-hand about international best practices in service quality. This reflects Dubai’s commitment to establishing an integrated customer service system, Dr Aisha noted, and to meeting the leadership’s ambitions, outlined in the Happiness Agenda to transform Dubai into the smartest and happiest city on earth.

“The Happiness Champions enthusiastically interacted with the sessions’ hosts during the training programme,” H.E. said, “the discussions were positive and constructive, opening up wide new prospects for the participants. In the next phase, participants will implement some of their ideas in their respective organisations, while Smart Dubai continues to launch training programmes and work to upgrade smart services across Dubai Government bodies.”

Smart Dubai has several training workshops in the pipeline for the “Champions” who were unable to participate in the Service Quality Training Programme at Disney Institute, as well as for professionals who are not part of the “Champions” initiative. These workshops provide them with the opportunity to capitalise on the expertise of the Happiness Champions and use them to the benefit of their respective institutions.

The programme identified the main criteria required for providing quality services and ensuring customer satisfaction, in addition to tools that can be used to accurately pinpoint their needs and desires at the individual level, and procedures to address challenges and weaknesses, turning them into opportunities to improve services and strengthen relations with customers.