Guided by the directives of the wise government to upgrade the level of the government services quality, and within the framework of commitment to the promise of the UAE’s government for future services, the Securities and Commodities Authority (SCA), as part of its ongoing efforts to upgrade the services system and develop its delivery channels, launched the “Develop Your Service” initiative to monitor customers aspirations and activate the role of all concerned parties in the processes of designing and developing the services that it provides to various categories of customers in order to ensure the reduction of time and effort, facilitate the way of receiving services, achieve their satisfaction and exceed their expectations.

The initiative aims to enhance communication with customers on a regular and continuous basis by holding sessions to listen to their ideas and visions, finding effective solutions to all the challenges that arise while receiving the services, involving them in the process of developing the services,setting improvement plans and designing an innovative experience based on their needs and aspirations, in the presence of a number of the SCA’s officials, as well as the first level personnel concerned with services.

The new methodology for developing services in the SCA’s evaluates the service in an integrated manner to include the points of view of all parties concerned with the service, including customers and employees. In the first stage, internal brainstorming sessions are organized targeting employees and departments concerned with the service to discuss the results of customer evaluation of services based on the “Customer Pulse” report in order to identify the challenges and solutions proposed by them. Then, in the next stage, sessions are organized for customers within the “Develop Your Service” initiative to discuss proposed challenges and solutions according to the customer's point of view.