His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council, stressed the importance of consolidating and laying the foundations of innovation, excellence and smart transformation within the government work system, to ensure the rise of government services to unprecedented levels, translating the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President of the State The Prime Minister and Ruler of Dubai regarding raising the quality of life and making Dubai the best, smartest and happiest city in the world.
His Highness, the Crown Prince of Dubai praised the government’s innovative and innovative initiatives that reflect the leadership level that the Dubai government has reached in achieving customer satisfaction and enhancing the welfare of society as a top priority in the UAE.
This came during the delivery of His Highness "the banner of the Hamdan Bin Mohammed Program for Smart Government 2019" to the Department of Economic Development in Dubai, as the government entity winning the best government initiative within the program for the "immediate license" initiative, during the ceremony "Hamdan Forum 2019" which was organized today by the Center Dubai model "of the General Secretariat of the Executive Council."
His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum expressed his happiness at the entry of government agencies into a new era of excellence and leadership, while applying innovative ideas and innovative technologies that support the development process and enhance the ability to make the future that the wise leadership aspires to, stressing that the development process is continuing to enhance the capabilities of government action To provide distinguished services that exceed customer expectations.
His Highness said: "We emphasize the need to support youth’s ideas as they are the pillar for shaping the features of the future, and we renew the commitment to continue supporting, developing and harnessing young energies in designing government services, and we value the youth ideas presented within the Youth City Builders Championship .. UAE youth are their true wealth and work. They have a necessity to reach the best of the world in all fields. "
His Highness the Crown Prince of Dubai congratulated the winning government initiative that sets new standards for excellence and innovation in government work, expressing his appreciation to the leading government agencies that continue their unwavering commitment to the approach of happiness, positivity and transparency and the spirit of one team to the happiness of dealers .. His Highness added: "We value the active participation of society Which represents a true partner in developing government services to meet the needs of the future. "
The Immediate License initiative was chosen as the best government initiative, based on the results of the customer voting and evaluation of the Customer Meeting Committee and the Committee of International Experts, after strong competition between 9 initiatives submitted by 8 government agencies.
Candidate initiatives for the current session included: “e-crime” from the “Dubai Police General Command”, “Nol Plus” and “Taxi” initiatives from the “Roads and Transport Authority”, and “visual communication” from “Dubai Courts”, and the “ The Smart Response (Water) from the Dubai Electricity and Water Authority, the Angel System from the Land and Property Department, the Individual Licensing System from the Dubai Health Authority, and the immediate license from the Dubai Economic Department, and The Coordinator from Dubai Customs.
"Young city builders" .. looking ahead
For the category of future government services, His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum honored a team from the Dubai National School for the “Sustainability + Program”, which is a rewards program to encourage all members of society to practice positive behaviors, where the idea focused on encouraging individuals about using designated places and sorting Waste according to its type with a view to recycling it through a special reward system, and the idea is to collect individuals points every time they put waste in the places designated for them according to weight. The idea included the involvement of the private sector in the rewards system that will provide a culture of conservation and environmental Rotate.
Within the category of improving government services, the idea of the “Athletes Forum” won to improve the service request for reservation of club facilities / services of Dubai Municipality, where a team from GEMS Wellington International School presented a platform idea that aims to encourage young people to practice various sports in the emirate, where young people will be able From reserving the stadiums affiliated with the Dubai Municipality, and knowing the most important places for the presence of sports facilities and others, in addition to attending the matches that take place in the various stadiums available for reservation, which are organized personally by sports fans, and everyone within the platform can participate in any team with the teams registered to complete Specific number of players according to n And the sport that the youth would like to practice .. The idea will also serve as a database to obtain statistics on those interested in various sports, which will lead to continuous improvement in the service.
A team from the "Rashid bin Saeed Secondary Education School - Boys" in Hatta received a special honor for their idea of the "virtual company" to improve the "training and development" service of the Department of Economic Development, where the youth proposed an idea to replace the workshops and personal attendance of the training courses with a system of virtual companies that provides the opportunity For new investors to open virtual companies and training in a practical way to gain the necessary expertise, as a guarantee to avoid losses and to gain practical experiences for investors .. The proposed platform also includes the presence of experts in the field of investment to provide the necessary consultations and support based on the strengths and weaknesses of each investor. This will lead to the creation of successful companies and qualification of individuals to run the business, and each winning team has won a prize of 30,000 dirhams.
During its second session, the "City Builders Youth Championship" targeting school students aged 11-18 years witnessed a great reaction from the youth who exceeded 3000 students from 72 schools in the Emirate of Dubai.
The youth presented ideas to improve 24 government services in Dubai that were chosen for this year in the category of improving government services, in addition to ideas that were received in the category of future government services.
More than 50 workshops have been organized in service delivery centers and city builders headquarters with the aim of introducing government services, experimenting with services by young people, meeting with front-line employees and those involved in providing services, in order to gain a more comprehensive understanding of services and advance cooperation between youth and government agencies.
It is noteworthy that the process of selecting the winners of the tournament came after an evaluation process by the jury, which evaluated all ideas based on 4 main criteria: sustainability, feasibility, innovation, impact.
Young talents
For his part, His Excellency Abdullah Mohammed Al Busti, Secretary General of the Executive Council of the Emirate of Dubai, valued the efforts exerted by government agencies to enhance integration and establish a team work approach to improve the quality and efficiency of services, in line with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister The Ruler of Dubai and His Highness’s assertion that the primary function of any government is to delight its people and achieve its aspirations, and pursuant to the continuous directives of His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council, the necessity of upgrading the elements of the governmental work system to establish leadership and competitiveness Passing globally in providing proactive and innovative government services.
Al-Basti added: "The Hamdan Forum continues to honor the qualitative achievements of the elite government agencies that are moving forward on the path of excellence in simplifying procedures and reducing the effort and time needed to reach integrated services that achieve happiness, luxury and prosperity for citizens and residents in Dubai, and we are proud of the remarkable progress achieved by the participating and winning entities. Enhancing the sustainability, efficiency and comprehensiveness of services, using the constellation of young talents who own the initiative to contribute in anticipating and making the future that our leadership aspires to. The forum will continue to provide a strategic platform to celebrate creative ideas and stimulate innovation R and enrich knowledge, to preserve the gains of civilization and reach higher levels of growth and progress. "
Al-Basti concluded, "The serious and continuous endeavors of government agencies will remain appreciated, which prompts us to renew the call to continue establishing the innovation approach to be the main pillar of improving the government work system, in a way that aligns with the requirements of the next stage of growth with the start of preparing for the next fifty years, and we look forward to honoring The outstanding government achievements in adopting advanced work mechanisms to provide services in innovative ways that guarantee a high quality of life that makes Dubai the preferred place to live, work and the preferred destination for visitors.
Hamdan banner .. global standards
A high-level committee reviewed and evaluated the presentations directly during the "Hamdan Forum 2019", and included: Khalfan Belhoul Al Falasi, CEO of Dubai Future Foundation, and Maryam Majid Bin Thaniah, member of the Federal National Council, and Ahmed Moftah, Director of Public Accounts at The Finance Department of the Dubai Government, and Fatima Al-Jassem are the first Emirati female accredited in the field of facilities for people with disabilities and in the field of inclusive development.
The winner of the "Hamdan Bin Mohammed Program for Smart Government 2019" banner was chosen, based on a set of specific criteria to measure the level of efficiency, effectiveness, sustainability and adherence to smart government approaches.
Iman Al Suwaidi, Senior Director of the Dubai Model Center, congratulated the Department of Economic Development for obtaining the "banner of the Hamdan Bin Mohammed Program for Smart Government 2019," stressing that it had succeeded in providing a unique model of leadership and excellence in customer happiness.
She said: "Government agencies in Dubai have proven that they are up to the aspirations of the rational leadership that directed the necessity of making a fundamental change in the methodologies, concepts and tools of government action, in order to achieve the highest levels of customer satisfaction, happiness and well-being, and we were pleased with the positive interaction from the public, who was quick to vote on the best government initiative In a move that confirms the depth of the effective partnership between the government sector and the local community in order to raise Dubai's global standing.
The banner of the Hamdan Bin Mohammed Program for the Smart Government will be delivered to the winner for a full year, so that it will be raised in front of the main building of the entity, and the banner was obtained during previous years by the "Roads and Transport Authority" on the "Fast Metro" initiative, and "licenses" on the "Al Shamil" initiative And the Department of Tourism and Commerce Marketing for the “e-tickets” system, the “Roads and Transport Authority” for the “Smart Umbrellas” initiative, and the “Dubai Municipality” for the “Mentaji” initiative, and the “Dubai Police” holds the current flag on the “initiative” Smart police station. "
The "Hamdan Bin Mohammed Program for Smart Government" stems from the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, and the directives of His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, aimed at achieving a transition to the smart government in Dubai and opening new horizons for the happiness of dealers.
The program continues to consolidate a new stage of modern management thought, concepts of institutional work based on innovation, leadership and competitiveness, in line with the directions of the Emirate of Dubai and its future aspirations and smart initiatives, while celebrating the successes of government agencies that achieve a significant and sustainable improvement in their public services, and the channels for providing these services of all kinds, And to enhance the competitiveness of the Emirates and the Emirate of Dubai at all levels.
It is noteworthy that the "Hamdan Bin Mohammed Program for Smart Government" is based on several main axes that will ensure the provision of the necessary support to government agencies in Dubai to upgrade the level of their services, and implement the directions of good leadership in developing the government work system.
The “Hamdan Bin Mohammed Forum for Smart Government” stands out as one of the most prominent axes of this program, which sheds light on the candidates who managed to reach this advanced stage of the program, according to pivotal criteria working to assess the results of efficiency, effectiveness, sustainability, and approaches of the smart government.
The nine nominated initiatives submitted by 8 government agencies included: “electronic crime” from the “Dubai Police General Command”, the “Nol Plus” and “taxi” initiatives from the “Roads and Transport Authority” and “visual communication” from “courts” Dubai, the Smart Response (Water) initiative from the Dubai Electricity and Water Authority, the Angel System from the Land and Property Department, the Individual Licensing System from the Dubai Health Authority, and the immediate license from Dubai Economy, "and" Coordinator "from" Dubai Customs ".
"Immediate license" from "Dubai Economic"
Businessmen and investors managed to obtain the commercial license in just one step, within five minutes and without a lease contract for the first year.
The initiative succeeded in achieving 25th place in the World Bank’s business index, achieving progress in reducing service cost and reducing steps from 6 to one step with 98% in the customer satisfaction index compared to 95%, with expectations that the impact of financial savings 7.6 million dirhams.
Smart Response Initiative (Water) by Dubai Electricity and Water Authority
A development initiative that aims to improve the quality of water services and reduce the carbon footprint, as well as improve the customer's experience in reporting and processing technical water faults by simplifying and enhancing the accuracy of fault reporting processes, automatically notifying customers of any possible malfunctions and the status of demand, as well as enabling them to do a self-examination Using the Smart Body application and increasing the response speed using artificial intelligence technologies, geographic information systems, virtual reality and automated task distribution system.
The initiative succeeded in reducing the number of visits required for water reports by 56% and raising customer satisfaction with the service to 91%, amid expectations that it would achieve savings of 800,000 dirhams annually.
The "Angel System" initiative from the "Land and Property Department"
It is an electronic system based on the governance of the owners associations sector by regulating the relationship between all parties concerned according to the database of real estate units and unit owners in the Land and Property Department without the intervention of any other party, supported by tangible success in terms of canceling the visits required to obtain the service and reducing the service delivery time to less than 24 hours, with a score of 94% in the customer satisfaction index and 100% in the happiness index.
Dubai Licensing System by the Dubai Health Authority
It aims to develop licensing services for individuals and medical facilities using the latest technological innovations, particularly "Block Chain", to enhance communication between government and private partners, reduce service delivery time, and increase levels of customer satisfaction and happiness.
The service contributed to limiting the procedures time from 20 days to 5 days, and reducing the cost of the license by approximately 220 dirhams, in addition to achieving 93% in the customer happiness index with the number of beneficiaries reaching 38,959 individuals and medical facilities until August 2019.
"Cybercrime" initiative from "Dubai Police General Command"
It is an (e-crime) platform to easily receive public communications related to electronic crime via (www.ecrime.ae), driven by tangible achievements in reducing the service delivery time from 125 minutes to 5 minutes only and achieving a 92% rate of customer satisfaction index for criminal reporting service .
The "coordinator" from "Dubai Customs" is a smart application designed with artificial intelligence techniques to enable the user to take or use pictures of a product or enter a simple description to obtain the details related to customs of the "customs coordinator code" and "customs duties" and "restrictions" , Which contributed to reducing the service delivery time from 20 hours to 9 seconds only, with a 97% score in the Customer Satisfaction Index.
The 'video calling' initiative from Dubai Courts
It provides live and direct transportation to enhance communication between the parties to the lawsuit, visually and by voice, without the need to personally appear at the Courts headquarters.
The initiative succeeded in reducing the service delivery time, improving productivity, and achieving 97% of the customer satisfaction index in Hatta branch at the end of 2018, and the total savings from the initiative are expected to reach 1.38 million dirhams.
The RTA on two initiatives, which is "Nol Plus" that was worked on to enable Nol Card holders to collect points for services and transfer to a credit in the card or purchase specific products from partner stores. The initiative contributed to increasing the speed of service delivery from 82% To 91% during a period of only 6 months and increasing the number of users of the platform to 110,000 people at the end of September 2019, as well as raising customer satisfaction with the service to 92%; and the “Taxi” initiative, which is directed to meet the needs of customers by simplifying the provision of automated taxi services, automation and integration With available transportation, the initiative succeeded in reducing the average waiting time Taxi vehicles from 11.3 minutes to 3.7 minutes, with customer satisfaction raised to 90%, amid a plan to include more than 10,800 taxis as part of the initiative in Dubai.