Hamdan bin Mohammed delivers the "Hamdan Banner" to the Dubai Health Authority for the "Dubai Health Shield" initiative

 His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council, affirmed that the ambitious vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, has established Dubai's position among the ranks of the most pioneering cities in providing government services. With the adoption of continuous development as a basic approach to government work in Dubai to improve the quality of life.

This came during His Highness handing over the "Banner of the Hamdan bin Mohammed Program for Government Services" to the Dubai Health Authority, which won the award for the best government initiative within the program for the "Dubai Health Shield" initiative, during the "Hamdan Forum 2021" ceremony organized by the "Dubai Model Center" of the General Secretariat. to the Executive Council.

His Highness said: "Our vision for the future, which is inspired by the thought of His Highness Sheikh Mohammed bin Rashid Al Maktoum, places the human being and his empowerment at the top of the priorities. direct in making services in Dubai a role model regionally and globally.”

His Highness the Crown Prince of Dubai added: "We congratulate the Dubai Health Authority for obtaining the Hamdan flag. It is a well-deserved victory for the authority's continuous efforts to improve and innovate services provided to the public. Everyone is a winner today." His Highness expressed his thanks and appreciation to the participating government agencies, which continue their efforts and commitment towards providing Proactive and innovative services to delight community members.

His Highness Sheikh Hamdan bin Mohammed praised the distinguished community contribution that emerged through the wide participation of customers of various government services in Dubai in voting for the nominated initiatives, saying: "We believe in the Dubai government in the importance of the role played by the community as a true partner in Dubai's development model and in the development of government services, including It meets their needs and aspirations for the city they are proud to belong to. We value the active participation of community members in our plans and projects and the evaluation of our services provided to them, which enhances our position as one of the best global cities.”

Proactive innovation.

On this occasion, Abdullah Mohammed Al Basti, Secretary-General of the Executive Council of the Emirate of Dubai, said: “Based on the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, and the directives of His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum. The Crown Prince of Dubai and Chairman of the Executive Council, since its launch 12 years ago, the Dubai Model Center has made qualitative leaps in the process of developing government services in Dubai, titled innovation based on a proactive view of providing services that meet the needs and expectations of community members.

Al Basti added: "Our approach to support government agencies will continue to improve the quality of exceptional government services during the next phase under the umbrella of the 360 ​​services policy announced by His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, which will ensure the provision of proactive, integrated and smooth services with the greatest efficiency and effectiveness for individuals and businesses. What improves the quality of life for members of society and enhances Dubai's leading position in government work."

Work culture For her part, Iman Al Suwaidi, Senior Director of the Dubai Model Center, said: "Continuous development in services is an essential feature of the government work culture, with a focus on meeting the needs and expectations of customers, designing services and users' journey in a way that contributes to enriching their experience and facilitating their procedures. The partnership model between government and society is a cornerstone of government work in Dubai, so we are keen that customers participate in voting on the best service initiatives that have provided qualitative additions, thus contributing to the development of the service evaluation process and improving efficiency and effectiveness indicators.”

Al Suwaidi added: "At the Dubai Model Center, we congratulate the Dubai Health Authority's work team for obtaining the "Hamdan bin Mohammed Program for Government Services Banner" for the year 2021 for the "Dubai Health Shield" initiative. We also congratulate all the participating initiatives that were able to qualify with the intensive and continuous efforts of the work teams. To enhance the efficiency of the government service system in accordance with the highest international standards.

Dubai Health Shield.

The "Dubai Health Shield" initiative was chosen by the Dubai Health Authority as the best government initiative, based on the results of the customers' vote, and the evaluation of an international jury composed of 17 international experts from multiple disciplines from 11 countries, after a strong competition between 9 initiatives, which succeeded out of 26 An initiative to reach the final stage of the competition for the "Raya Hamdan" for the year 2021.

Thus, the authority received the flag of the Hamdan bin Mohammed Program for Government Services for a full year, and the flag will be raised in front of its main building, in line with the directions and future aspirations of the Emirate of Dubai, and its celebration of the successes of government agencies that achieve continuous development in their public services and the tools through which these services are provided to the public. In order to enhance the competitiveness of the UAE and Dubai at all levels.

- Initiatives nominated for the year 2021.

The list of initiatives nominated for the "Flagship of the Hamdan bin Mohammed Program for Government Services" for the year 2021, which the public voted on from February 23 to March 8, 2022, included: 1- The Dubai Health Shield initiative of the Dubai Health Authority: The international community praised the outstanding response The Emirate of Dubai was quick to deal with the Covid-19 pandemic through the efforts made by the Dubai Health Authority in the field of public health protection in order to ensure the safety of community members in the emirate, and the Emirate of Dubai was chosen as "the most resilient city in the world in combating Covid-19."

The Dubai Health Shield initiative has adopted the latest pioneering technologies and artificial intelligence to facilitate communication with members of society, in addition to partnerships and linking public sector systems with the principle of one government and private sector systems in managing the pandemic, in order to ensure speed and ease of obtaining the service and automating and linking laboratory results for more than 34 laboratories in Emirate, linking Dubai Health Authority facilities and more than 40 private health facilities.

The time to obtain the service reached from 31 days to 7 hours, with a 99% decrease in service time.

And increase the carrying capacity of laboratories by 11,149% in carrying capacity.

2- The Smart Finding System Initiative of the Dubai Police General Command.

Dubai Police has created a smart lost and found system supported by the latest technologies using artificial intelligence and “blockchain” technology, which has global accreditation in innovation, and aims to link with governmental and semi-governmental sectors and institutions, public and private sectors and all segments of society in a smart and innovative manner in accordance with international standards for classifying materials .

The lost and found system is one of the most prominent proactive services provided by Dubai Police to customers inside and outside the country, and relies on artificial intelligence techniques from the moment the transaction is submitted to obtaining it without human intervention. world level.

This service achieved world-class results, including reducing 95.7% of the operational cost on the Dubai government, saving 18 million dirhams for customers, and reducing the time for a customer to obtain the service from 120 minutes to only 5 minutes, in addition to reducing the time of the finds journey from 8 steps during 59 days to be instantaneous and in just two steps via mobile.

The number of cases of returning lost property to their owners was also raised from 19,380 to 80,000 cases, with an increase of more than 179%, which contributed to the customer satisfaction rate reaching 98.6 percent, in addition to taking into account the needs of customers, tourists, visitors and investors, and providing the service for them to submit reports of loss after leaving country and from all countries of the world.

3- “My Food” initiative of Dubai Municipality: It is the first government digital transformation journey in the world to ensure food safety by digitizing training programs that reflect the positive impact of qualifying and promoting a culture of food safety for more than 300,000 food handlers, and ensuring the transportation of food in more than 21,000 vehicles In addition to more than 6,000 events where various foods are presented.

Achieving a 96 percent overall quality rate for the food safety management system, and a 77 percent reduction in service delivery time compared to previous measures.

Dubai's pioneering approach, enhanced by data and future foresight, represents a global model for ensuring food safety and maintaining the health and safety of society.

The Food Safety Department has developed three of its main services related to the approval of food transport vehicles, food safety training, and food permits related to other food events and activities through the digitization of operations and integration with stakeholders.

4- Dubai Courts Precautionary Detention Initiative: An initiative concerned with collective and urgent labor disputes for the benefit of workers to preserve the property and money of the troubled company from wasting and smuggling its money, by requesting the government entity from Dubai Courts to impose precautionary seizure on the troubled company, to keep the money from being lost. Labor rights quickly, and the efforts of government agencies to end the labor dispute, while ensuring the preservation of the company's rights in the continuity of its usual activity and business.

Among the most important results achieved by the service are the collection of 102 million dirhams, the completion of 95 percent of labor cases files, and the restoration of the rights of more than 14,000 workers within a period of no more than 6 days. The service contributed to enhancing confidence in the judicial system in Dubai, economic stability in the emirate, and maintaining public security. .

5 - Response Initiative of the Dubai Corporation for Ambulance Services: “Estjeba” is a smart program accessible to all segments of society, including individuals, business sectors, government, private and academic entities, and for all ages through the /DCAS SOS/ application.

This program urges people to learn the basics and skills of first aid, which include how to respond to illnesses, injuries and emergencies in the vicinity of the individual, such as the home and others, in terms of the correct reaction, the way to describe the emergency, accident or disease situation, accurately describing the location and communication and communication skills with ambulance.

The initiative also seeks to provide community members with the skills necessary to respond to emergency situations and save lives in their surroundings, as they are a major partner in health and wellness, and contributors to quality of life indicators.

With the response initiative, 271 million dirhams will be saved annually by empowering the community to manage 60% of emergency cases in real time, at a cost of zero dirhams.

6- “Let’s Go” initiative of the Roads and Transport Authority: Obtaining a driver’s license in Dubai has become easier and faster than ever before, by re-engineering and designing current services based on our response to the voice, needs and preferences of RTA customers. It is very smooth to obtain a driver's license, and the new experience dedicated to providing the service through smart channels proactively puts all the options to save time and effort and to dispense with many visits to driving institutes.

Efforts to link with government agencies and partners from service providers and digital adoption resulted in reducing the required documents, and all information on obtaining a driver’s license was provided within the website of the Roads and Transport Authority and through all smart channels, including available price packages, offers, conditions and requirements through one place. To choose the preferred package.

Thus, the initiative has made many improvements and modifications aimed at giving a distinctive experience to obtaining a driver's license in pursuit of a global leadership in providing government services to make Dubai the best city to live in the world.

The initiative contributed to canceling 1.6 million visits, providing 195,000 working hours, linking 7 government agencies and 19 service providers, and providing it to more than 221 nationalities, in addition to sign language with the ability to access the service at all times.

The initiative reduced the stages of obtaining a driver's license from 12 to 7 smooth and easy stages, which increased customer satisfaction by 97% and had a positive impact on the environment represented in reducing paper transactions to more than 3.9 million papers annually.

The initiative also contributed to reducing more than 45 million dirhams annually from the operational costs of the service.

7- The initiative of smart transformation of financial benefits services affiliated to the Community Development Authority: providing financial benefits services / periodic benefit / to all eligible segments of the service without the need to submit an application for obtaining the service / automatically / through the establishment of an integrated social database at the level of the Emirate of Dubai that depends entirely on Electronic linkage between the concerned government agencies.

The process will depend on artificial intelligence technology in automating the service to implement the decision-making mechanism and the continuity of providing the benefit and re-examining it through the limited / non-interference of the employee or the customer in order to enhance the customer's journey.

Artificial intelligence can also automatically conduct the re-study process for beneficiaries at the time of re-study, make a decision about eligibility, understand the needs of customers before obtaining the service, and identify documents that require renewal and before the re-study date so that they are ready for re-study in order to provide the service proactively.

The initiative contributed to reducing the processing time of the transaction from 20 minutes to one and a half minutes and shortening the customer’s journey from 3 stages to one stage to register for the service around the clock, which contributed to raising the transaction completion rate from 1500 to 394,000 requests annually.

8- The Green Charger Initiative of Dubai Electricity and Water Authority: In support of the Dubai Clean Energy Strategy 2050, the Green Charger initiative comes to promote a sustainable lifestyle among citizens and residents in Dubai and the UAE in general, in addition to supporting green mobility, in line with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, "may God protect him", to make Dubai the smartest, happiest and best city to live in the world.

The "Green Charger" initiative is the first public infrastructure for charging electric vehicles in the region, and aims to provide a proactive, integrated, and seamless experience for electric vehicle users in Dubai through partnership with the government and private sectors by enabling users of "Green Charger" stations to charge their electric vehicles. Once registered with the Roads and Transport Authority in Dubai, it takes advantage of government integration and artificial intelligence techniques.

The initiative provided the first infrastructure for charging vehicles in the region, with more than 334 charging stations available to all residents and visitors of the Emirate of Dubai. The initiative contributed to reducing fuel consumption for customers and reducing carbon emissions by 329,858 tons of carbon dioxide annually.

9- The Golden Residency Initiative of the General Directorate of Residency and Foreigners Affairs in Dubai: Through this initiative, partnership and integration with partners have been invested, as more than 8 government agencies and two private sector entities participate in providing it, and accordingly, 5 services that were previously provided separately were merged into a package One services are currently provided proactively to the customer under the name “Golden Residency Package” and the initiative contributed to making a qualitative leap in the happiness of customers, as the percentage of customers’ happiness increased from 86% to 97.3% as a result of reducing the customer’s contact points with service centers from 34 previously contact points to one Only one connection, which achieved speed and smoothness in the customer experience.

The initiative serves the three areas of sustainability (economic, environmental and societal). From an economic point of view, it contributes to attracting foreign investments, and from an environmental point of view, the initiative has reduced the frequency of customers by 100%, thus reducing the carbon footprint resulting from vehicle emissions when customers visit the service center, as for the societal side. This initiative promotes stability and family cohesion among members of the resident's family.

The initiative provided a role model at the local and global levels, with its uniqueness in multiple areas, including artificial intelligence techniques and smart digital transformation.

In addition to enhancing the country's competitiveness in the time required to obtain residency from 14 working days to only one working day, which is the fastest practice in this field.

International standards.

The winning government entity of the "Raya Hamdan" is selected based on a set of specific criteria to measure the level of efficiency, effectiveness, sustainability and commitment to the government's pioneering approach, and a committee of international experts is keen to evaluate it, after which the participating initiatives move to the "voting" stage, where the customers who use government services By voting on the nominated initiative according to their experience of the quality of services in terms of ease of use, quality of performance, simplified procedures and other specific criteria.

Involving customers in evaluating initiatives and contributing to their improvement comes in implementation of the vision of the wise leadership that places human well-being, happiness and satisfaction at the top of priorities, and in an effort from the Dubai Model Center to raise the level of public services in Dubai to unprecedented levels, to make Dubai among the best cities in the world, and to enable Government agencies to improve the level of services provided to individuals and society to a global competitive level, in line with the approach of the Government of Dubai, which works on designing its services by involving the various spectrums of society in creating and evaluating these services.

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