In a rare public display of disappointment with a state-owned institution, His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE, and Ruler of Dubai, has singled out Emirates Post Group.
Sheikh Mohammed first shared a picture of a busy waiting area at an unidentified Emirates Post outlet, with the caption: “A photo I received through a secret shopper for the level of services in the Emirates post... This is not our level. Nor our services. Those who continues to provide this level will not be in my team.”
أرسلنا فريقا للتحقق من مستوى خدمات بريد الامارات في أحد مراكزهم .. عاد الفريق بهذا التقرير .. أضعه أمام الجميع بكل شفافية .. وأقول لجميع من في الحكومة .. لن يمر شيء دون متابعة بكل شفافية .. pic.twitter.com/sibQRzuHhB— HH Sheikh Mohammed (@HHShkMohd) April 22, 2019
It was a stark warning for those at the executive level of the national postal service, and was followed up with another tweet where Sheikh Mohammed informed his almost ten million followers of the results of a panel’s report on Emirates Post.
“We sent a team to check the level of Emirates Posts’ services at one of their centres,” the ruler tweeted. “The Panel has returned this report. I put it in front of everyone in all transparency. I say to all of the government. Nothing will pass without a follow-up in all transparency.”
صورة وصلتني عبر متسوق سري لمستوى الخدمات في بريد الإمارات ...— HH Sheikh Mohammed (@HHShkMohd) April 22, 2019
ليس هذا مستوانا .. ولا خدماتنا .. ولن يكون ضمن فريقي من يستمر في تقديم هذا المستوى .. pic.twitter.com/pVXfZrHVCe
The report highlighted several aspects of the postal group’s services, its capacity for carrying out those services, and the quality of the staff.
All were found lacking. Long wait times were reported, along with overly-complex processes for availing services (such as the need to visit multiple desks), while staff were criticised for a lack of training.
Sheikh Mohammed has instituted a more direct approach to improving the performance of government departments in Dubai.
In July last year, he warned that low employee satisfaction ratings at federal government agencies were “unacceptable” and in November stressed that providing “the best government services in the world” was “the main objective of every government entity in the UAE”.
“We want government entities to provide the best services in the world. This is what we are looking for and we don’t accept any delays or hesitation or excuses that prevent us from achieving this goal,” Sheikh Mohammed said at the time.
This followed a 2016 surprise visit to several government agencies in Dubai, including the Dubai Municipality, the Dubai Lands Department, and the Economic Development Department (DED) and Dubai Airports, where he found most of the directors and senior officials absent.
Logistics Middle East has reached out to Emirates Post Group for comment.