Awqaf and Minors Affairs Foundation (AMAF), the Dubai Government entity mandated to supervise awqaf and the well-being of minors, has earned an ‘Excellent’ rating with a performance score of 83 percent in an anonymous audit survey conducted by Dubai the Model Centre (DTMC), a government of Dubai affiliate that seeks to raise the quality of public services in Dubai to reach unprecedented levels of innovation and excellence.
AMAF also surpassed 40 other government entities that registered an average score of 75 percent in the DTMC survey.
DTMC aims to encourage government entities to improve the quality of their services by utilizing the methodologies and tools in the Dubai Model for Government Services. As part of this effort, it runs an anonymous audit for government departments. Furthermore, it encourages cooperation and exchange of knowledge among government entities and is responsible for running and managing the Hamdan bin Mohammed Program for Smart Government (HBMPSG).
The anonymous audit for 2015 included 25 undisclosed reviews of AMAF’s services, as well as 15 field visits and 10 phone calls during peak and off-peak hours. The evaluation examined factors such as confidentiality of the client or service seeker, quality of service, professionalism of staff, internal and external appearance of the service center, ease of access to service, ease of completion of service, and speed of service provided.
Speaking on the achievement, Ahmed Mohammed Al Yasi, Leader of Innovation at AMAF, said: "At AMAF, it is our continuous endeavor to raise the quality of services provided by the Foundation to the highest levels in line with the government of Dubai’s vision to emerge as one of the best cities in the world. Securing a high rating from DTMC indicates we are on track to achieving our strategic goals to help Dubai shape an exemplary and model government."
He added: "We are now committed to further strengthening the Foundation’s core aspects that have been commended in the audit study. We are equally resolved to review and enhance our performance in areas where we scored less than expected. Through our efforts, we are confident we can build on our efficiency, achieve more, and ensure higher rates of client satisfaction.”
AMAF received a performance score of 92 percent for the ‘quality of its call center’s services’, while the field visits undertaken by the audit team yielded a score of 80 percent. Furthermore, in the phone services audit, AMAF scored a 100 percent in the category of ‘ease of access to the service,’ 97 percent in the ‘quality of information provided’ category and 90 percent in the ‘ease of completion of service’ and ‘speed of service’ categories.
Likewise, the audit field visits resulted in a score of 97 percent in the category of ‘ease of access to the service’, 94 percent in the ‘internal and external appearance’ category and 93 percent for AMAF’s ‘speed of service’.
Significantly, AMAF also participated in the 2015 Hamdan bin Mohammed Program for Smart Government (HBMPSG) in the category of Best Government Service. The Foundation’s mobile phone smart application was ranked as one of the top five government applications in the emirate of Dubai.