The Executive Council of the Emirate of Dubai adopts the "360 Services Policy"
Hamdan bin Mohammed: We work according to the vision of Mohammed bin Rashid to provide the best government services
His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council, affirmed that the Dubai government works in accordance with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, who established the principles of a dynamic and integrated government system. It seeks continuous development, with the aim of achieving the pivotal role of the government in serving people and facilitating their lives, through leadership in providing government services.
His Highness pointed out that the policy is a roadmap and work agenda for all government agencies in Dubai, to provide smooth, proactive and integrated services that keep pace with the expectations of customers.
His Highness said: "We continue to develop, improve and create new opportunities, and we keep in mind serving people and facilitating their lives... and providing efficient services that fulfill their immediate and future aspirations."
His Highness added, "I have confidence in my team to enhance our leadership, achieve deliberate leaps in government performance, highlight the role of one government and provide the best for Dubai residents."
This came during the Executive Council's adoption of the "360 Services Policy", which was developed by the Dubai Model Center of the General Secretariat of the Executive Council, in cooperation with the Dubai Digital Authority, and in coordination with the relevant government agencies, which aims to continue improving and developing government services. Taking it to exceptional leadership levels.
His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, through tweets on Twitter: "With the directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, and as part of our endeavors to achieve global leadership in government services, and to provide the best experience for every customer with the Dubai government, we have adopted the Executive Council (360 Services Policy).
His Highness added: "The new policy aims to cancel nine million customer visits to service centers, and provide more than 300,000 working hours annually in the Dubai government, by providing digital experiences, proactive services and integrated data through unified channels."
The “360 Services Policy” seeks to achieve the desired goals, by working with eight main principles that unify the work of government agencies in providing services, including: a digital experience first based on providing digital and real-time services, the adoption of digital identity as a unified entry system, providing full support to the customer, and services Proactive that enhances communication with customers since the start of providing services, prior knowledge of their needs and reducing effort on them, integrated, interconnected, chain and specialized services and data that reduce and facilitate customer data requirements and services, and dedicated and unified channels according to customers’ preferences that are available around the clock, and apply the best standards for providing services.
The "Principles of Policy" also include the efficiency of services that enhance creativity and innovation in service provision, periodic follow-up, improving efficiency and effectiveness indicators, and focusing on customers, by placing customers' needs and expectations at the heart of continuous improvement processes, and designing integrated and creative trips for customers. The policy also introduces the concept of a consultant Services, which moves in the manner of government work from the stage of “service providing employee” to the stage of “government services advisor” with competence, skill and competition, in addition to consolidating the principle of partnership with the private sector, by providing government services or part of them in partnership with strategic partners from the private sector , to achieve efficiency of services, as well as enriching and integrating the city’s experiences through these partnerships.
The results of the improvement within the new policy will be reflected in the performance level of government services, which are measured and evaluated periodically. The approved work methodology for designing “360 services” is based on six main stages: research and exploration, understanding the customer experience, designing the ideal journey, experimental results, and approval Application, evaluation and recognition.
The policy was developed by the General Secretariat of the Executive Council, in coordination with the Dubai Digital Authority and the relevant government agencies. The Dubai Model Center, which is affiliated with the General Secretariat of the Executive Council, will follow up the implementation of the policy with all government agencies, according to the approved methodologies, evaluate the achievement of principles and targets, and submit periodic reports.
In the next stage, the Dubai Digital Authority will work to adapt modern technology, and enable government agencies to fully transition to proactive digital services, thus contributing to maintaining the high level of quality in the provision of digital services, and developing a secure digital environment to protect data, information systems and the communication network and control over them, including Contributes to achieving happiness and well-being for customers, and achieving the objectives of the "360 Services Policy".
The impact of politics in numbers
■ One billion dirhams of financial savings over the next five years.
■ Cancellation of nine million customer visits to service centers.
■ Providing more than 300,000 working hours annually in the Dubai government.
Dubai Crown Prince:
• «We are continuing to create an integrated system, to provide proactive services that meet the aspirations of Dubai residents».
• «I have full confidence in my work team to enhance our leadership and achieve deliberate leaps in government performance».
targets
The "360 Services Policy" set a number of ambitious goals in providing services, including: 100% proactive and automated services, 90% integrated services, and 90% providing services without the personal presence of the customer.
As for the targets concerned with service delivery channels, they set 100% for switching to shared channels, 95% for self-service, 95% for digital adoption of channels, in addition to 90% average channel evaluation.
policy effect
Under the implementation of the "360 Services Policy", the Dubai government will achieve a qualitative leap in providing services through unified digital channels that will have a positive impact on customers, as it is expected to achieve annual financial savings exceeding one billion dirhams, during the next five years, and cancel nine million visits. For customers to service centers’ headquarters annually, and to provide more than 300,000 working hours annually in the Dubai government.
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