About Us
Empowerment is the Ministry’s guiding principle. We support stability, enable opportunity, and mobilize community participation to create lasting social impact.
A brief about The Ministry of Community Empowerment
MOCE leads the UAE's efforts to create a society where people, families, and community organizations have the support, opportunities, and capabilities they need to thrive. We manage and develop the social support and empowerment system, helping eligible Emirati families move toward greater stability, self-reliance, and financial independence. We regulate and enable NPO’s, donations, and volunteer work, strengthening their contribution to communities and national priorities. We also promote social cohesion, belonging, and shared responsibility by fostering community participation, encouraging social innovation, and building partnerships across sectors. For us, empowerment means supporting people when they need it, creating opportunities for growth and participation, and enabling everyone to contribute to the wellbeing and progress of society. Through this approach, we help build stronger communities and a more resilient UAE.
Our Vision
A thriving society, collectively contributing to our nation’s growth and prosperity.
Our Mission
To nurture a cohesive and resilient society by empowering individuals, enabling the third sector, and fostering a spirit of shared responsibility, service, and unity among all members of the community.
Our Values
Her Excellency Shamma bint Sohail Faris Al Mazrui
UAE Minister of Community Empowerment
Her Excellency Shamma bint Sohail Faris Al Mazrui was appointed as the UAE’s Minister of Community Empowerment in the Cabinet reshuffle in February 2023. She was previously appointed as the Minister of State for Youth Affairs in February 2016 at the age of 22, making her the world’s youngest cabinet minister at the time of her appointment.
Find Out More About the MOCE
Laws and Legislation
Learn about the laws and regulations related to the Ministry’s jurisdictions
Customer Happiness Charter
Customer happiness is more than a statement, it’s a promise we live by. We are dedicated to providing a positive, inspiring experience in every service and initiative we deliver.
The Ministry is committed to serving you with integrity and excellence. We pledge to:
- Treat you with respect and understand your needs and expectations.
- Provide fair, accessible, and high-quality services.
- Respond to your requests professionally, promptly, and with care.
- Assign qualified staff to assist you and respond to your inquiries.
- Clearly communicate service requirements, timelines, and procedures.
- Ensure timely responses without unnecessary delays.
- Streamline processes to minimize your effort and deliver faster service.
- Offer accurate information and transparent guidance at every step.
- Make services available at convenient times and through user-friendly channels.
- Welcome your feedback and use it to continually improve our services.
As our valued partner, we ask that you:
- Recognize and respect the efforts of our staff.
- Provide accurate, complete, and timely documentation.
- Prepare your transactions in advance to facilitate faster processing.
- Notify us promptly of any corrections or updates to your personal data.
- Keep us informed of any changes in your personal circumstances or service-related needs.
- Cooperate with our team by responding to inquiries to help us serve you better.
Customer Happiness Charter
The Customer Happiness Charter represents the Ministry of Community Empowerment’s formal commitment to its customers, outlining the expected level of service and the core values and principles that guide the Ministry in delivering its services.
The Ministry's Commitments to Customers
- Commitment to Quality Standards: Providing services according to the highest quality standards and in line with the global star rating system.
- Commitment to Completion Time: Completing services within the specified time and with high efficiency.
- Commitment to Continuous Development: Continuously working on developing and improving services according to customer needs and developments.
- Commitment to Responsiveness: Responding to customer inquiries and feedback within a record time.
- Commitment to Empowerment: Enabling customers to obtain services in the simplest ways and with the least effort.
- Commitment to Inclusiveness: Ensuring services reach all segments of society according to specific standards.
The Charter's Core Values
- Customer Focus: We place the customer at the center of our attention and design our services according to their needs and expectations.
- Excellence and Mastery: We are committed to providing high-quality services that exceed customer expectations.
- Innovation and Proactivity: We constantly seek development and innovation, providing proactive solutions that anticipate customer needs.
- Credibility and Transparency: We are committed to clarity and transparency in all our transactions and procedures.
- Respect and Appreciation: We treat all customers with respect and appreciation, and we respect their privacy.
- Flexibility and Responsiveness: We are characterized by flexibility and rapid response to customer needs and changes.
Mechanism for Measuring Commitment to the Charter
All Charter commitments are regularly measured and evaluated through:
- Customer satisfaction surveys
- Mystery shopper reports
- Analysis of feedback and complaints system results
- Performance indicators linked to the customer experience
Targeted Service Levels
- Response to telephone inquiries: Within 20 seconds
- Response to electronic inquiries (instant chat): Within 30 seconds
- Waiting time at Customer Happiness Centers: Does not exceed 7 minutes
- Instant service completion time: Within 3 minutes
- Complaint handling: Within 5 working days