Ethos Consultancy develops Service Excellence Programme for UAE federal government

The UAE government is adopting this programme in line with the directives of H.H. Sheikh Khalifa Bin Zayed Al Nahyan, the President of the United Arab Emirates and Ruler of Abu Dhabi and H.H. Sheikh Mohammed Bin Rashid Al Maktoum, Prime Minister and Vice President of the United Arab Emirates and the Ruler of Dubai, to raise the service levels of federal departments and authorities.

Development of the programme began in February and it was launched last month at a workshop attended by over 40 government officials. Each of the ministries and agencies will be measured against performance standards based on their location, telephone service and website.

Ethos Consultancy specialises in delivering bespoke solutions for organisations to better understand why Customer Experience Management and Customer Loyalty are so important. It has developed radically innovative methods for measuring the customer experience, including research methodology and a unique online reporting capability, known as KnowledgeTRAK.

KnowledgeTRAK measures the quality of customer service within organisations from the viewpoint and experience of a customer and also from the employee. They interact with the businesses as normal customers before reporting back on the experience.

Robert Keay, Managing Director of Ethos Consultancy, explained that it is a significant measurement tool in order to achieve customer service excellence. "We strongly believe you cannot achieve excellence unless you view your organisation from the customer's eyes. The Federal Government and many other organisations recognise this and are taking steps to ensure they deliver a truly world class service," he said.

"Our team comprises 15 different nationalities and we deliver training and consultancy in both Arabic and English. Additionally, we provide customer service benchmarking products and solutions for many sectors but particularly in banking - such as RakBANK, HSBC and 10 other banks in the UAE, government (Al Ain Municipality, Dubai Public Prosecution, DIFC and Abu Dhabi Police), retail (IKEA), Properties (Dubai Properties, Tiger Woods) and IT (HP Middle East).

"Ethos Consultancy has been so successful in signing up new business that it plans to open new offices in Singapore and Canada within the next six to nine months. These new offices will provide Ethos with further global opportunities and allow the business to extend its range of products and services," Robert Keay concluded.