HBMSU launches two Pearson-certified programs to support government excellence in UAE

• ‘7-Star Customer Service Diploma’ to make UAE a global example of excellent provider of government services based on international best practices
• ‘4th generation for institutional excellence Diploma’ supports national efforts to upgrade government system and promote innovation

Hamdan Bin Mohammed Smart University (HBMSU) has launched its ‘7-Star Customer Service Diploma’ and ‘4th generation for institutional excellence Diploma’ programs, in line with its commitment to promote the UAE’s leadership in expediting government services and achieving highest customer satisfaction and happiness. The two key programs, which received the prestigious Pearson Assured Status from Pearson, contribute to Dubai’s efforts to adopt the best international practices and provide exceptional government services.

The ‘7-Star Customer Service Diploma’ is specifically designed for customer service representatives, employees, quality and organizational excellence teams of government entities. The program complements the Star Rating System launched following the directives of H.H. Sheikh Mohammed bin Rashid Al Maktoum, UAE Vice President and Prime Minister and Ruler of Dubai, to raise government service efficiency according to the highest global standards. Part of its role is to help public entities pursue the 4th generation for institutional excellence System, a guide for all UAE Government’s excellence programs to flourish a culture of quality in the country.

The first-of-its-kind program will enhance the capabilities of local government employees especially in terms of providing ‘7-star services’ as part of the goal of UAE Vision 2021 to catapult the country into the ranks of the world’s most developed nations. It comprises five training modules on the basic rules, methods and trends of modern management, including the best ways to deliver high-quality customer service according to standards as well as effective strategies to harness the power of modern technology to attain improved customer experience, satisfaction and happiness.

On the other hand, the ‘4th generation for institutional excellence Diploma’ focuses on main aspects of the 4th generation for institutional excellence System implemented to level up government services as well as instill innovation and highest standard of excellence in public services. The system gives emphasis on three key areas, namely the realization of the UAE’s vision, innovation and empowerment to attain satisfaction in the use of government services, and continuous learning and development.

Dr. Mansoor Al Awar, HBMSU Chancellor, said: “The new programs reflect the university’s commitment to the UAE’s march towards national prosperity driven by excellence. We also support the country’s pioneering efforts to become the world’s first government to establish approved benchmarks for public services. We heed the call of our leaders to make a positive impact on society by providing comprehensive training courses that will improve the provision of government services and exceed customer expectations as mandated by the 4th generation for institutional excellence System and Star Rating System.”

Al Awar added: “HBMSU provides continuous learning and professional development in various influential areas of leadership, government excellence, entrepreneurship and change management, among others, to help our learners succeed. The two new programs, the latest affirmation of this commitment, is being offered under the guidance of H.H. Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and President of HBMSU, in our bid to reshape the future of teaching and learning by using innovative methods. These advanced tools support the country’s aspirations to produce a generation capable of leading the Emirates into a future where the country sets the bar high in terms of delivery of government services and government excellence. This is in line with the vision of H.H. Sheikh Mohammed bin Rashid Al Maktoum, UAE Vice President and Prime Minister and Ruler of Dubai. The two programs are also our response to the urgent demand for well-trained human resources whose skills match the criteria set by the Star Rating System, which provides global standards, and 4th generation for institutional excellence System, considered a strong start towards building a government characterized by innovation, excellence, and teamwork.”

“Further, we are driven by our mission to provide high-quality programs and lifelong learning approaches delivered in a smart learning environment, offer learners with unique experience, and encourage knowledge sharing and transfer as well as research works. Rest assured that we will continue the march towards leadership and excellence to bring positive impact on the whole of UAE society. We will work hard further to develop our integrated portfolio of unique and credible academic and professional programs, which have earned well-deserved international recognitions, and consistently contribute to the objective of UAE Vision 2021 in building a competitive economy led by human capital equipped with modern knowledge and innovative skills.”

Hamdan Bin Mohammed Smart University follows an integrated model in teaching the two qualitative programs to ensure continuous learning and professional development of all learners. The programs supported by smart education initiatives include three phases, namely the ‘awareness’ stage based on self-learning; the ‘application’ stage featuring hands-on training; and the ‘follow-up’ stage in which support and guidance using virtual tools are given to sustain the gains. During the three stages, the learners will have an opportunity to study the training materials under the supervision of an elite group of experts and trainers as well as communicate with their fellow learners in an interactive environment where exchange, transfer and enrichment of knowledge are ensured.

The sessions for ‘7-Star Customer Service Diploma’ will run for 19 days, six hours per day. It includes one day for graduation project. The training starts in November of this year. The program consists of five modules, namely ‘Introduction to Customer Service,’ ‘Professionalism and Excellence in Identifying and Dealing with Customers,’ ‘Call Center Management,’ ‘Time Management and Government Services Strategies,’ and ‘The 4th generation for institutional excellence System and 7-Star Service Program.’ The ‘4th generation for institutional excellence Diploma’ will constitute 28 days of training, six hours a day, and one day for graduation project. The diploma is based on nine tracks of training, namely the ‘National Agenda and Achievement of UAE Vision and Results-Orientation,’ ‘Smart Government and Management of Services, Cities and Smart Communities,’ ‘Looking to the Future and Sustainable Competitiveness,’ ‘Innovation Management and Achieving Leadership,’ ‘Major tasks (design, implementation and operations),’ ‘Seven-Star Services and Management of the Service Centers,’ ‘Human Capital Management,’ ‘Properties and Resources Management,’ and ‘Corporate Governance.’