Hamdan Bin Mohammed launches a new vision for government services in Dubai

His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council, stressed that advancing the traders ’journey and creating an exceptional experience for them is one of the main pillars of the work methodology of the Dubai government, embodying the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister and Ruler of Dubai, aiming to achieve the highest levels of performance in providing government services, effectively, efficiently and high quality, praising His Highness the Dubai government’s endeavor for continuous development and improvement, to keep pace with global changes in the field of government services, and affirming Dubai’s leadership in this field .

His Highness the Crown Prince of Dubai said: “I have seen all the results and initiatives that have been worked on by government agencies to improve government services in the emirate, within the (Dubai Model Center), which have been achieved within the framework of the continuous efforts of government agencies to enhance Dubai’s position among the ranks of the most cities. Leadership in services. We affirm that our ambitions are without borders, and we are continuing to achieve more achievements. We are pleased to announce today a new start in the field of government services through (360 services), and continuous development without a line for the end, with the participation of government agencies and members of society ».

His Highness added that «the vision that was launched is the new work agenda in the Emirate of Dubai, and an integrated and unified framework to multiply and follow up on the efforts to improve, reach and preserve the summit. This will not be achieved without the consolidation of the principle of working in the spirit of one team in the Dubai government to improve government services. All services of Dubai Government will be: integrated, smooth, dedicated, and proactive. We are all responsible for developing exceptional services and making Dubai government customers happy. Our goal is to serve people first and foremost. ”

This came during the launch of His Highness to see "360 Services", as a new perspective and road map for the future of services in the emirate, in addition to adopting a number of government initiatives in support of achieving this vision in the presence of the Secretary-General of the Dubai Executive Council, Abdullah Al Basti, and the first director of the Dubai Model Center of the General Secretariat The Executive Council, Iman Al Suwaidi, and the Dubai Model Center team.

The new vision aims to work on government services in the emirate in an integrated manner, so that the government services provided in the Emirate of Dubai are redesigned, so that they are based on the integration between the agencies and are linked to the interests of the customer in the areas of family, transportation, housing, or start doing business and others, in order to move to The concept of integrated services, and all services will be worked on, based on four main features:

Integrated services

So that the services are provided through one point of contact and one destination, regardless of the number of agencies providing the service, to ensure the best for its customers always, and meet their needs.

Smooth services

Ensures that the customer gets the service in a coherent, easy and fast manner.

Proactive services

Provided without the customer requesting the service.

■ Custom services

It is based on an understanding of the scientific and accurate behavior of the customer segments with added value. And with the aim of creating a global model for government services, and to contribute effectively to achieving the strategic directions of the Emirate, and achieving happiness for all.

360 services include a number of initiatives that support the new work mechanism between all government agencies in the Emirate of Dubai, among them: an integrated and unified guide that includes the definition and classification of services and their delivery channels, and their performance data, to be a reference for all government agencies, and a new methodology for managing the opinions and suggestions of customers because they are the basis in the process Improving services, in addition to a program to qualify competencies in the field of designing government services (the Government Services Engineers Program), which aims to develop creative competencies in this field, along with changing the name of “Hamdan’s Flag of the Smart Government” to be “Hamdan’s Banner for Governmental Services”, which It delivered to the destination that will best initiative in the field of government services each year, and are selected by the Government of Dubai's customers, and an international commission of evaluation.

Abdullah Mohammed Al Basti stressed that the emirate is proceeding with confidence and steadfastness on the path of pioneering in the field of government work, driven by its proactive achievements and ambitious plans to develop government work, embodying the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, which aims to raise the quality and efficiency of government services, as a top priority and essential goal He emphasized that the launch of this vision by His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum constitutes a qualitative shift in the field of government services in Dubai.

Exceptional initiatives and joint efforts

Iman Al Suwaidi emphasized that the new vision places the customer at the heart of the process of improving services, and mainly targets working on initiatives that contribute to the convenience, happiness and well-being of customers, stressing that it is a true complement to the pioneering achievements led by Dubai in providing services that rise to the experience of the customer, noting the need to double work on Uniting joint efforts between government agencies, to enhance integration and optimal investment in capacity building and ensure the sustainability of improvement, to create a qualitative shift in the concept of service provision in Dubai under a unified government umbrella.

The new mechanism includes work on the continuous improvement of all government services, whether individual government services provided by the authorities, or joint government services, or related to the stages of life, within the "annual improvement cycle" and "city builders."

It will also work to achieve the vision, through continuing evaluation of service delivery channels and following up their performance levels, including websites, smart applications, service delivery centers, and call centers.

The impact of development and improvement will be measured based on international standards, in which the customer is a key part of the evaluation process, and motivating government agencies to always provide the best for their clients, and handing the "Raya Hamdan Government Services" to the party that will present the best initiative in the field of government services, within the annual event that sheds Light on the achievements and initiatives of government agencies in the field of government services.

And to ensure the realization of the vision, work will be done on a unified platform to take the views, suggestions and aspirations of dealers around government services, and give customers the greatest opportunity to vote and choose initiatives that deserve to be honored every year, in addition to the championship of “young city builders” for school students involved in engaging youth in improving government services, And suggest innovative and future ideas.

The Dubai model is working in cooperation with government agencies in the annual improvement cycle and the number one agenda to improve priority services in the Emirate of Dubai, where more than 1,000 initiatives have been worked out since the launch of the Dubai model in 2011 until 2019, including what contributed to enhancing the quality of services To reach more than 89% during the year 2019, and to achieve financial savings exceeding 500 million dirhams, as a result of improving services in the period between 2015 to 2019, and 50% average improvement has been achieved in the times of government services, which includes waiting time and time for delivery and completion The service, more than 20 services canceled waiting time, and 40% average reduce the number of uniforms See and contact points.

The Dubai Model Center is keen to work periodically to understand the needs and expectations of customers about the current state of government services, and to determine their levels of performance, through several studies and research, including: a study of the happiness of dealers, employee participation, and studies of city builders to improve joint government services, expectations and needs of customers and their experience, And continuous research of best practices and global trends to benefit from them and keep abreast of developments in the field.

4 axes

The results of the improvement will be reflected, within the new vision, on the level of performance of government services, which are measured within the “Leadership Index in Government Services”, based on four main axes: the customer experience, service efficiency, employee participation, and service innovation within the “leadership indicator in Governmental Services », which aims to enhance research thought, and apply the scientific method to understand the reality of service provision and development in Dubai and follow up its performance, and is characterized by its comprehensiveness and complementarity, by focusing on the voice of the customer, and highlighting the extent of employee participation, who are considered the most important element in the process of developing Services, as it does not play Not only about the present, but also foreseeing the future by measuring the increasing maturity of innovation in government services.

The methodology of working within the "360 services" is based on six main phases: research and exploration, understanding the customer’s journey, designing the perfect trip, experimental results, accreditation and application, evaluation and honor.

Dubai Model Center .. Government Services Development Factory:

500

Million dirhams in financial savings, achieved by the process of improving services, during the period from 2015 to 2019.

89%

Quality of services, achieving an average 50% improvement in service times, which includes waiting time, service delivery time and delivery.

1000

An initiative to improve 0 government services, which has been working since the model was launched in 2011.

20

Service canceled waiting time, and 40% average decrease in traffic and points of contact.