The Ministry of Higher Education and Scientific Research (MoHESR) held a virtual workshop dedicated to federal universities, as part of its Customer Councils series, to discuss ways to improve the quality, efficiency and effectiveness of services provided to customers in line with the goals of the Government Zero Bureaucracy Programme.
The workshop was attended by senior Ministry officials alongside representatives from the United Arab Emirates University, Higher Colleges of Technology and Zayed University. Participants shared their insights on developing the education sector and enhancing the digital services provided to students, enabling them to excel in their academic journey and seamlessly enter the labour market after graduation.
His Excellency Dr. Faisal Al Ali, Acting Assistant Undersecretary for Higher Education Operations, praised the positive discussions that took place during the workshop. He affirmed the Ministry’s commitment to collaborating with customers, educational institutions and partners to improve its services, based on the belief that sustainable development requires the concerted efforts of all stakeholders in the education sector.
H.E. further noted that the Customer Councils, led by the Ministry, serve as interactive sessions and participatory dialogue platforms that bring together students, parents, higher education institutions and training and consulting institutes. Their purpose is to exchange experiences, opinions and feedback and propose solutions to improve MoHESR’s digital services to benefit students, who are the cornerstone of the educational process.
H.E. Al Ali said: “In line with our efforts to achieve the objectives of the Zero Government Bureaucracy Programme, MoHESR continues to enhance customers’ experience by developing and launching new, improved and integrated digital services. These include enrolment in higher education institutions, international scholarships, recognition or attestation of academic and professional qualifications issued within the UAE and recognition of qualifications issued from outside the UAE, as well as other services provided to higher education institutions.”
The workshop also included discussion of several key topics related to customer experiences, including the development of digital customer journeys, mechanisms for engaging students during the university application process and addressing the needs of students enrolled in national service. This is in addition to providing optimal services to children of Emirati mothers and people of determination, and improving communication and information exchange mechanisms between students, the Ministry and federal universities. These efforts aim to simplify and streamline procedures for all customers.
MoHESR regularly holds Customer Councils both virtually and in-person across the Emirates. The Councils see wide participation from students, parents, representatives of higher education institutions, training centres and educational service and consulting offices, in addition to strategic partners. This reflects the Ministry’s commitment to involving customers in shaping solutions and development initiatives to achieve sustainable growth, enhance the quality of higher education in the UAE and boost its global competitiveness.
The Councils play a major role in improving the Ministry’s digital services by collecting and assessing customer feedback and suggestions. This helps identify strengths and areas for improvement in current services. Based on this input, enhancement measures are introduced to better meet customer needs. The Councils also provide an opportunity to evaluate the effectiveness of current services and establish new strategies for continuous improvement.
At the end of each Council session, key points and actions are summarised based on the discussions and participants’ questions are addressed, fostering effective engagement and building trust between MoHESR and its customers.
The Customer Councils are an integral part of the Ministry’s commitment to the Government Services Development Guide 2.0 and the goals of the We the UAE 2031 vision.