It included 17 call centers, 38 websites, 25 applications, and 4 common services
Dubai Model Center finishes evaluating the "Hamdan bin Mohammed Program for Governmental Services"
Dubai institutions improve the level of their electronic services.
Emirates today
The Dubai Model Center, which is affiliated with the General Secretariat of the Executive Council, in cooperation with the Dubai Digital Authority, announced the outcomes of the evaluation process for the "Hamdan bin Mohammed Program for Government Services", which is based on several main themes, which were approved in cooperation with the Authority.
The program aims to measure the readiness to achieve the 360 services vision and the digital transformation strategy within the one-government approach.
The evaluation included - for the past year - four joint services between 17 local government agencies, three federal agencies, three institutions from the private sector and the pioneering initiatives that emerged from them, 17 call centers, in addition to the websites of the 38 government agencies, and the 25 smart applications of the government Dubai.
The evaluation is one of the most important steps to measure efficiency and improve the quality of services to keep pace with and meet the future needs and expectations of society, based on the one and integrated government approach.
The Secretary-General of the Executive Council of the Emirate of Dubai, Abdullah Muhammad Al-Basti, stressed that “the next stage requires redoubling efforts in order to create an exceptional experience for customers, as it is a main axis on which the methodology of work in the Dubai government is based, embodying the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and President of the UAE. The Cabinet and Ruler of Dubai, and the directives of His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council, to achieve the highest levels of performance in providing services with efficiency and high quality.
Al Basti added: “Our goal is to lead in government work. The efforts of government agencies in Dubai in developing and evaluating government services continue, and our goal is clear to be a center to which the world’s attention is directed, not only in the field of government services, but in all sectors concerned with providing a better life for people, by meeting Customer needs around the clock.
He stressed the need for government agencies to strive for continuous development and improvement in the field of government services and the development of the government sector in general, and to emphasize the prominent global position of the Emirate among the ranks of the most pioneering cities in various fields.
Al Basti praised the cooperation and integration with the Dubai Digital Authority and its team and their constant support for developing government services and promoting digital transformation in Dubai.
Commenting on this step, Hamad Obaid Al Mansouri, Director General of the Dubai Digital Authority, said: “The joint cooperation between the Dubai Digital Authority and the Dubai Model Center, which is affiliated with the General Secretariat of the Executive Council, provides a clear example of the integrative efforts that focus towards one goal, which is to support digital transformation. To achieve the 360 services policy. This was demonstrated through the development of unified standards for digital service channels for customers to ensure the integration of customers’ journey for various services.”
He praised the work teams that implemented and supervised the evaluation process, and said: "We stress the importance of the next stage, during which the authority will ensure that the authorities implement the improvement points mentioned in the evaluation report."
He added: "The evaluation provides further evidence of Dubai's dynamism, which continues to develop its services and digital presence based on international best practices, future foresight data, and in line with leadership directives and future building strategies."
For her part, Senior Director of the Dubai Model Center, Iman Al-Suwaidi, confirmed that “improving government services and channels continues to keep pace with developments and future requirements, as a number of ambitious goals have been identified in providing services, including 100% proactive and automated services, 90% integrated services, and 90% Providing services without the personal presence of the customer within the vision of 360 services.
Al Suwaidi said: “The annual evaluation process comes within the framework of (Hamdan bin Mohammed Program for Government Services), to integrate, unify, double and follow-up efforts to improve services, in an effort to measure its readiness to achieve the vision of 360 services within the one-government approach, and with the aim of reaching the highest levels of leadership in providing government services as A top priority that we place at the forefront of our strategic plans to be fully prepared for the future.” He pointed out that since the launch of the Dubai Model Center 10 years ago, more than 1,078 initiatives have been worked on to improve more than 412 main services provided to customers.
The Hamdan bin Mohammed Program for Government Services is based on several main axes that work on evaluating the results of efficiency, effectiveness, sustainability, the government’s pioneering approach, and innovation, which would ensure the provision of the necessary support to government agencies in Dubai to improve the level of their services, and implement leadership directives in developing the government work system. In pursuit of the one-government approach embodied in the 360 services vision.
The evaluation process this year focused on call centers. The evaluation included four axes that started with the customers’ experience, which include how the call center employee deals with communications and the various situations of customers, including the entities’ automated communication channels;
The second is the focus of human resources departments, the training programs they provide, and the performance evaluations they conduct.
As for the third axis, it measured the effectiveness of support processes such as quality assurance, manpower management, and others.
The last axis included the technology used by the call center to meet the needs of customers.
The call center representatives also conducted a self-assessment according to the four axes, followed by the implementation of field assessments, conducted by certified auditors based on the results of the self-assessment.
He evaluated 17 call centers in Dubai, according to call center standards.
Through the evaluation process, the average score improved from 64% to 71% (11% improvement) between 2019 and 2021.
The evaluation process also resulted in the results of the best agencies, which are (in no order): Dubai Electricity and Water Authority, Roads and Transport Authority, and Dubai Municipality.
The process of evaluating websites and smart applications, which revolved around the customer experience, the technology used, performance, security and impact, resulted in the efforts of government agencies supporting to achieve the vision of 360 services by integrating their services together and working to provide them within the common and unified digital channels existing in the Dubai government in order to make the experience streamlined and smooth for customers.
The evaluation showed the priorities of government agencies to improve the experience of customers across all their digital channels by integrating and codifying them to meet their needs and aspirations. Since 2019, the authorities have been able to integrate and legalize 29 mobile applications and nine websites according to the strategic directions of the emirate, to facilitate customer access to them through platforms unified and in order to achieve government efficiency.
In addition to individual efforts to improve and upgrade their services, government agencies worked together in a team spirit to achieve the vision of 360 services, where the results of a group of common services between them were evaluated through the City Builders Initiative, and to highlight the efforts made by the participating teams that were formed by several government agencies with a main goal. , is to improve the integrated experience and facilitate people's lives.
A number of joint services achieved remarkable results, with an average of 89%, which are: the joint service of transporting dangerous materials between: the Dubai Civil Aviation Authority, the Ministry of Defense, Dubai Customs, the General Command of Dubai Police, the Federal Authority for Nuclear Regulation, Emirates Airlines and dnata, and the childcare service of children of unknown common descent. Between: Community Development Authority, Dubai Health Authority, Ministry of Health and Prevention, Dubai Courts, Dubai Police General Headquarters, Public Prosecution, Awqaf and Minors Affairs Foundation, government services service in joint free zones between Dubai Maritime City Authority and Dubai Airport Free Zone (DAFZA) and TECOM Group and Free Zone Jebel Ali (Jafza), Dubai Health Authority, General Directorate of Residency and Foreigners Affairs, joint advertising service between Dubai Municipality, Roads and Transport Authority, Department of Economy and Tourism, Trakhees, Dubai Civil Aviation Authority, Dubai Development Authority and Dubai Maritime City Authority.
• The evaluation was carried out in cooperation between the Dubai Model Center of the General Secretariat of the Executive Council and the Dubai Digital Authority.
• Best in Call Centers (without ranking): Dubai Electricity and Water Authority, Roads and Transport Authority, and Dubai Municipality.
• Call centers achieved a result of 71%, an increase of 11% compared to the previous evaluation.
• Dubai Government's joint services achieved the targeted pioneering results with an average of 89%.
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