The Executive Council of the Emirate of Dubai adopts the "360 Services Policy"
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 that seeks to 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, Chairman of the Executive Council of the Emirate of Dubai, indicated that the policy is a road map 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 achieve their immediate and future aspirations."
His Highness added: "I have full confidence in my team to enhance our leadership and achieve deliberate leaps in government performance... and 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 them to exceptional pioneering levels.
360 . Service Policy Principles
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 based on providing digital and real-time services, adopting the digital identity as a single entry system, providing full support to the customer, and proactive services that enhance 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 the policy also include the efficiency of services that enhance creativity and innovation in providing services, periodic follow-up, improving efficiency and effectiveness indicators, focusing on customers by placing customers’ needs and expectations at the heart of continuous improvement processes, and designing integrated and creative trips for customers. In addition to consolidating the principle of partnership with the private sector through the provision of government services or part of them in partnership with strategic partners from the private sector to achieve efficiency of services as well as enrich the experiences of The city and its integration 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, approval and application , evaluation and recognition.
targets
The policy set a number of ambitious goals in providing services, including: 100% proactive and automated services, 90% integrated services, 90% providing services without the personal presence of the customer. Subjective, 95% digital channel adoption plus 90% average channel rating.
policy effect
Under the implementation of the 360 services policy, the Dubai government will achieve a quantum leap in providing services through unified digital channels, which 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 9 million visits to customers to the headquarters of service centers annually, and saving more than 300,000 man-hours per year in the Dubai government.
work methodology
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 of 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, thus contributing In achieving happiness and well-being for customers and achieving the objectives of the 360 خدمات service policy
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