Dubai's Crown Prince Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum has ratified the 2024 outcomes of the Dubai Government Happiness Index, encompassing the Customer Happiness Index, Employee Happiness Index, and Mystery Shopper Study. The results confirm that Dubai continues to lead the world in public service excellence.
2024 Dubai Government Happiness Index Results
The Dubai Government Excellence Programme (DGEP) — part of the General Secretariat of The Executive Council of Dubai — released the following headline figures for 2024:
- Customer Happiness Index: 93.8% - Employee Happiness Index: 86.7% - Mystery Shopper Score: 95.8%
All participating government entities scored above 90% on customer happiness, reflecting consistent, emirate-wide service quality. Dr. Hazza Khalfan Al Nuaimi, Coordinator General of the DGEP, confirmed these represent record-breaking results.
Top-Performing Government Entities
Several organisations stood out as benchmark performers across both indices.
Customer Happiness leaders: - Mohammed Bin Rashid Housing Establishment — 98.75% - Dubai Electricity and Water Authority (DEWA) — 97.01% - Islamic Affairs and Charitable Activities Department (IACAD) — 96.99%
Employee Happiness leaders: - Mohammed Bin Rashid Housing Establishment — 96.7% - Awqaf Dubai — 96.2% - General Directorate of Residency and Foreigners Affairs – Dubai (Shindagah) — 95.3%
The Mohammed Bin Rashid Housing Establishment ranked among the top three for three consecutive years on both indices — a sustained achievement highlighted by Sheikh Hamdan himself.
Sheikh Hamdan's Direction for Continuous Improvement
Sheikh Hamdan praised the dedication of Dubai government teams for "setting benchmarks in innovative, customer-oriented governance." He directed the DGEP to deepen its assessment approach by involving customers and employees directly in the collection of service data — moving the programme closer to real-time, citizen-led feedback.
Mystery Shopper Survey: Evaluating Every Channel
The Mystery Shopper survey assessed service quality across physical service centres, call centres, websites, and mobile applications. This multi-channel approach gives government entities a 360-degree view of the experience they deliver, identifying gaps before they affect public satisfaction.
20 Years of Measuring Happiness
The 2024 results mark the 20th anniversary of systematic happiness measurement in Dubai. Abdulla Mohammed Al Basti, Secretary General of The Executive Council, noted that these long-running initiatives have established Dubai as a genuine global reference for premier public service — a reputation built through consistent year-on-year improvement since the programme's launch.
Dubai's government continues to invest in progressive, sustainable public administration with measurable outcomes at the core of every initiative.
