EVALUATION OF THE PUBLIC SERVICES IN THE EMIRATE OF DUBAI

Opinion Poll

Evaluation of the Public Services in

the Emirate of Dubai

Enhancing and elevating the level of the Public Services in Dubai has persistently been among the main objectives of the Dubai Government. To this effect, the Dubai Government has launched a General Public Opinion Poll in co-operation with Gallup International, to evaluate the public services rendered by Dubai's different governmental departments and authorities. You may participate in this poll and express your opinion upon completing the questionnaire.

We would sincerely appreciate it if you could spare 10 minutes of your time to complete this questionnaire. Your opinion counts and your views will be pooled with others' to give an evaluation of the public services in Dubai and hence find ways to serve you better as a resident or a visitor. We also assure you that your name will not be disclosed to any party and will be exclusively used for the purposes of this poll only. There are no right or wrong answers, since this poll seeks to capture the general public's opinions and impressions.

Who can participate to this poll?

Adults aged 18 years and above, both males and females from diverse socio-economic backgrounds and including current visitors to Dubai, can complete this questionnaire. Government employees are welcome to participate, but their evaluation should be solely restricted to departments other than the one they are working in.

Time Limit:

We hope to receive your completed questionnaire by Wednesday, April 11^th 2001, at the latest. We kindly request you to email it as soon as possible.

Let us start first with the general opinions:

1. Here are certain statements describing views, attitudes, and public services offered by the Emirate of Dubai. For each statement, please indicate whether you agree or disagree with what it says. (Click the answer that reflects your opinion)

Q.1	Your Opinion
Governmental Departments in the Emirate of Dubai	Agree	Neither agree nor disagree	Disagree
Dubai offers advanced medical and healthcare services to all
Dubai dedicates particular attention to public utilities, specially gardens & parks
Laws in Dubai are continually changing in addition to issuance of stricter ones
Transportation services and directions are easily available in Dubai (taxis, buses, roads and street signs)
Dubai is keen to use the latest technology in all its governmental departments and utilities
Road traffic regulations in Dubai need further development and more controls
Both Nationals and Expatriates of different nationalities receive the same level of treatment upon using any of the public services in Dubai
Dubai Municipality's plan to install parking meters in car parks was an adequate solution to provide parking space at all times
Discipline and queue are respected upon applying for public services at Dubai Government offices

2. Please record in the table below all the public departments whose services you have used during the past 12 months. (Please click codes of departments used in first column Q2).

3. Overall, based on your most recent experience, were you satisfied or dissatisfied with the services received from each of the public departments whose services you have used during the past 12 months. (Please click the appropriate answer for each public department used in past 12 months).

Government Departments in the Emirate of Dubai	Q.2	Q.3 Your Opinion
Government Departments in the Emirate of Dubai	Used during the past 12 months	Satisfied	Neither Satisfied nor dissatisfied	Dissatisfied
Traffic Department at Dubai Police
Police Stations in Dubai
Dubai Municipality: Construction Licenses and Permissions
Dubai Municipality: Fines and Violations
Dubai Municipality: Foodstuff Control
Department of Tourism and Commerce Marketing
Dubai Ports Authority
Health & Medical Department
Civil Aviation Department - Dubai Airport
Dubai Transport
Courts Department
Dubai Radio & Television
Land Department
Government Departments in the Emirate of Dubai (Continued...)
Government Departments in the Emirate of Dubai	Q.2	Q.3 Your Opinion
Government Departments in the Emirate of Dubai	Used during the past 12 months	Satisfied	Neither Satisfied nor dissatisfied	Dissatisfied
Immigration Department
Dubai Electricity & Water Department
Dubai Chamber of Commerce & Industry
Public Prosecution
Ministry of Labour and Social Affairs
Civil Defence Department
Department of Economic Development
Jebel Ali Free Zone Authority
General Postal Authority
Endowments and Islamic Affairs Department
Development Board
Ports and Customs Department
None of the Above Departments

- Focusing on the last two departments you have used in Dubai during the past 12 months, please answer Q4-12 to evaluate the level of services you received. (Please click the appropriate answer)

Last 2 Departments used in the past 12 months	First Department	Second Department
Department's Name:
4. The last time you contacted this department, was it by:
Phone
Personal Attendance/ Visit
Internet
Postal letter / mail
5. Overall, how would you rate the efficiency of the staff you were dealing with:
Excellent
Good
Average
Poor
6. Overall, how would you rate the level of accuracy (error free) in processing your formality:
Good / No mistakes
Average / No Comments
Poor / Containing some mistakes
7. Overall, were the procedures of your formality:
Easy
Average
Difficult
8. Overall, how would you rate the speed of processing your formality:
Fast
Average
Slow
9. Was the use of computers and information technology to process your formality:
Efficient
Inefficient
No computers / information technology were used
Do not know / Cannot Say
10. Overall, how would you rate the general appearance/attire of the employees you were dealing with:
Excellent
Good
Average
Poor
Not Applicable
11. Overall, were the charges paid by yourself for the formality:
Low
Reasonable
High
No Charges
12. Overall, how would you rate the level of treatment that you received from the employees who processed your formality:
Excellent
Good
Average
Poor
Not Applicable

SOCIO-ECONOMIC DATA (Please Click the appropriate answer)

1. Gender:
Male Female
2. Age:
18-24 years 25-34 years 35-44 years 45-54 years 55 years & Above
3. Home Country:
UAE Other Arab Countries Europe/ USA/ Western Countries Indian Sub-Continent & Far East Countries Others
4. Average Household Income:
Which of these income brackets comes close to your household average monthly income from all sources including yours:
Less than Dhs. 4,000 Dhs. 4,001-6,000 Dhs. 6,001-8,000 Dhs. 8,001-10,000 Dhs. 10,001-15,000 More than 15,000
5. Education:
Please specify the highest level of education you have attained:
Completed Intermediate School Completed Secondary School University Post Graduate Studies (Masters, Doctorate)
6. Occupation:
In which field are you working?
Industry Trade / Commerce Services Banking/ Investment/ Real Estate Contracting Government Sector Housewife/ Student Retired/ Do not Work Just a Visitor to Dubai
7. Personal Details:
Please complete the following information for our reference. We may need to contact you should any of your answers require further clarification or completion.
Name:
Address /Building/ Villa:
Street:
Area:
City:
P O Box:
Telephone (Home/Office):
Mobile: