SDHR and SEC launch customer experience improvement programme

August 13, 2025 / 5:25 PM

Sharjah 24: The Sharjah Directorate of Human Resources (SDHR), in partnership with the General Secretariat of the Sharjah Executive Council (SEC), has launched a series of introduction seminars for the Sharjah Customer Experience Improvement Programme. The Sharjah Executive Council launched the project in November of last year, with the goal of increasing customer happiness, improving service quality and efficiency, and providing a comprehensive experience that fits consumers' requirements and expectations.

Vision and guiding principles
The programme is based on the vision of Sheikh Dr Sultan bin Mohammed Al Qasimi, Supreme Council Member and Ruler of Sharjah, which places people at the core of development and prioritises providing the most efficient and timely government services to provide a decent and prosperous existence for society.

Target audience and priority areas
The training is designed for leaders and members of teams that focus on customer experience in government. Each training module focuses on a specific area of improvement, such as the general framework guide, strategic direction and leadership, service classification and description, service design, development, and delivery, complaint and feedback handling, and customer experience evaluation.

Specialised training content
The programme covers the Sharjah Government's frameworks for improving customer experience: objectives and structures for categorising and defining services; service design and development phases; improvement initiatives; service delivery mechanisms; customer classification; service standards; complaint and feedback management; and customer experience measurement using effective indicators and tools.

Programme schedule and methods
The training will last four months, from August to November 2025, and will include practical sessions and brainstorming meetings to help government employees adopt new ideas, create leadership in service delivery, and improve the customer journey across all service stages.

SDHR's remarks
According to Abdullah Ibrahim Al Zaabi, Executive Council Member and Chairman of the Sharjah Directorate of Human Resources, these workshops reflect the Sharjah Government's commitment to improving public services and providing national talent with the skills and knowledge necessary to positively transform the customer experience.

SEC's remarks
Asmaa Rashid bin Taliah, Secretary-General of the Sharjah Executive Council, stated that the programme is an integrated model for improving the customer experience, with a focus on empowering government entities to understand and meet customer needs, improve service quality, and align with global best practices.