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"No Smooth" Experience (2)
Faisal Mohammed Al-Shamry
May 10, 2022
The emphasis of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, that providing the best services in the world is a top priority and the focus of government work in the UAE, and that providing an ideal experience for customers in obtaining government services through channels Digital is the first and primary goal that the government is working to achieve, and to evaluate the success of government agencies in providing integrated digital services that reach customers wherever they are and at any time, enabling them to complete their transactions easily, quickly and with the highest levels of efficiency;
It was reinforced by His Highness' announcement in July 2019 regarding government service centers, according to the best and worst rating, to warn government officials regarding the standards to be followed.
The entities at the forefront of the list of the worst government service centers faced severe corrective measures, by directing His Highness:
Development is the foundation of life, and services were previously put “before reducing branches” to be completed smoothly, and include cooperation with printing centers;
It is mandatory, as for what is currently taking place without providing digital solutions or effective outsourcing to printing offices, it causes unacceptable crowding, with not providing a site for booking appointments similar to the “Covid-19” examination, or a modern call center in which response time is measured and enhances the performance of its employees with advanced indicators that do not It is less than the government standards applied in official call centers.
The licensing of vehicles and drivers in the country in general, and in the Emirate of Abu Dhabi in particular, is a distinct experience that deserves to be taken, quoted, and learned from, not only because I am one of the contributors to its digital development, whether in the Abu Dhabi Police or the Ministry of Interior, but also because the transformation that I achieved as a result of persistent and continuous efforts deserves Praise either by Major General Dr. Ahmed Nasser Al Raisi, during his duties as general manager of central operations, or what the heroes of digital transformation have done in this sector, such as Major General Suhail Al Khaili, during his work in licensing, and Colonel Saif Al Zaabi, where I am certain that any of them can provide Lessons about their practices in continuous improvement of services, and their work to solve any obstacle that hinders the completion of transactions.
The Licensing Service Center in Abu Dhabi was the first center to have a star rating in the country.
The administrative processes and digital transformation in the vehicle licensing sector have become a globally distinguished practice that deserves to be commended and adopted as a distinguished model. Despite that, vehicle insurance did not become a reason for a fine, but rather the transactions were stopped automatically, until the insurance, examination and renewal of overdue vehicles.
The federal government’s tendency to reduce the number of service centers by 50%, and the Dubai government to abolish them completely, is not limited to reducing expenses, but rather reflects complete confidence in the completion of digital transformation processes, the maturity of services, the smoothness of procedures, and the success of their re-engineering and re-engineering.
As for what some authorities are doing to randomly reduce service centers, just to keep up with “fashion” and convince boards of directors or senior leadership that they keep pace with the trends of the times, this requires reactivating the role of the mystery shopper, and evaluating the maturity of digital transformation for all institutional processes: (G2C, and G2B). , G2G, and G2E), the continuous efforts of our leaders to develop the work are relentless, and their fingerprints have moved to other countries.
The reputation of leadership that we have achieved with strenuous efforts, requires the continuation of controls for measuring digital transformation, mandatory standards for service centers, and seven-star standards for services, and preventing any party from publishing news of the closure of its service centers without real readiness, and no party should be allowed to close service centers, or reduce their number. Only after an evaluation of the stages of services, the reality of their transformation, and the readiness to digitally replace the centers with complete transparency, we are on the cusp of implementing the next generation of services: “Next Generation Services”, where “proactiveness” becomes the pillar of services, and the time taken to complete the service is zero, so the goal of leadership is the number ( 1).
• Providing an ideal customer experience is the first and primary goal that the government is working to achieve.
* Management consultant, digital transformation, expert and assessor for institutional excellence
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