Introduction
The Customer Happiness Charter at the Statistics Centre – Abu Dhabi (SCAD) reflects the set of values, principles, and work practices that the Centre adheres to in delivering its statistical services. This charter defines a clear framework for the shared responsibilities between the Customer Happiness Team and the Centre’s customers, ensuring the provision of accurate, reliable, and seamless services that meet their expectations and support the Centre’s role in providing official data that enhances decision-making in the Emirate of Abu Dhabi. The Centre also reaffirms its commitment to listening to customers’ feedback and insights, benefiting from their experiences to continually improve services and enhance their journey, in line with SCAD’s dedication to continuous improvement and providing a superior service experience that exceeds expectations and contributes to elevating the quality of government work.
Our Commitment to You
The Statistics Centre – Abu Dhabi confirms its commitment to providing accurate, reliable, up-to-date, and easily accessible statistical services that support decision-making, scientific research, and sustainable development in the Emirate of Abu Dhabi. Through this charter, we promise you a smooth, transparent, respectful, and customer-centric service experience, aligned with the Abu Dhabi Government’s vision for excellence.
Our Promises to You
1. Professionalism and Respect
We commit to:
- Treating you with respect, fairness, and courtesy.
- Providing services to all customers without discrimination.
2. Accurate and Reliable Information
We commit to:
- Applying internationally recognized statistical methodologies.
- Ensuring data accuracy, confidentiality, and integrity at all times.
- Publishing official statistics transparently and regularly.
3. Fast and Easy Services
We promise to:
- Respond to your inquiries and requests clearly and in a timely manner.
- Process statistical data requests within five working days.
- Provide digital channels for inquiries and support.
- Ensure that our procedures are simple, straightforward, and minimize customer effort.
4. Confidentiality and Data Protection
We ensure:
- The protection of your personal and confidential information in accordance with UAE laws and international standards.
- The secure handling, storage, and use of all information.
5. Transparency and Communication
We commit to:
- Clarifying service procedures, requirements, and timelines.
- Publishing statistical updates and releases through official channels.
- Keeping you informed about the status of your requests at every stage of processing.
6. Continuous Improvement
We commit to:
- Listening to your feedback through surveys, digital channels, and social media.
- Using your input to improve the customer journey and reduce customer effort.
- Regularly measuring customer satisfaction and customer effort scores.
Your Role as Partners in Success
To enable us to serve you effectively, we kindly ask you to:
- Provide the required information and documents accurately and on time.
- Use SCAD’s official channels when submitting requests or inquiries.
- Treat Centre staff with respect.
- Provide your feedback and suggestions to help improve services.
- Adhere to data-use policies and maintain confidentiality.
Service Delivery Channels
Digital Channels
- SCAD Website
- Social media platforms (Instagram, Facebook, X and LinkedIn)
- Bayan Platform
- Customer Happiness Portal
Contact Centre
- For support with requests, inquiries, and statistical consultations.
You may contact us through the Abu Dhabi Government Contact Centre: 800555
- For any inquiries, you may reach us at: info@scad.gov.ae
Feedback, Suggestions, and Complaints
We welcome all your feedback through:
- The Customer Happiness Portal
- Social media platforms
- Abu Dhabi Government’s “TAMM” channels
We pledge to review all feedback and respond with fairness, professionalism, and within the specified timeframes.
Our Corporate Values
This charter is grounded in the values of the Statistics Centre – Abu Dhabi:
- Transparency – Implement a transparent and widely recognized dissemination process
- User Centricity – Provide relevant, accessible and up-to-date statistics and analyses that reflect reality, contribute to future foresight
Confidentiality Ensure the confidentiality of unit-level data of individuals and institutions
- Collaboration – Adopting and strengthening the principle of partnership in the production of official statistics
- Reliability – Commitment to accuracy and consistency in collecting, processing, preserving and disseminating official statistics
- Innovation – Capability to deal with change and development, and to find innovative and sustainable solutions
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