Dubai completes annual assessment of ‘one government’ services, websites, apps and contact centers

‘Services 360’ presents a roadmap for the future of government services in Dubai. It provides an integrated solution that focuses on key customer-related areas including family, transportation, housing, and business setup. The system is designed to be transparent, proactive and personalized.

The most recent assessment of the Dubai Model Center covered the pioneering initiatives of four joint services of 17 local government entities, three federal agencies, three private sector companies and 17 call centers, in addition to 38 websites and 25 apps intelligence affiliated with the government of Dubai.

Abdulla Al Basti, Secretary General of Dubai Executive Council, commended the cooperation and integration with the Dubai Digital Authority and their continued support to promote digital transformation efforts in Dubai. He said: “Upgrading services and creating an exceptional experience is a priority for the Government of Dubai and embodies our leadership’s vision to achieve the highest levels of efficiency and quality.”

Al Basti added: “Our goal goes beyond providing pioneering services. We aim to become a global destination, not only in government work, but in all sectors related to a better quality of life. We are committed to creating seamless services that align with Dubai’s global reputation.

Hamad Obaid Al Mansouri, Managing Director of Digital Dubai Authority, said: “The cooperation between Digital Dubai Authority and Dubai Model Center provides a clear example of integrated efforts that focus on supporting digital transformation and the vision of ‘Services 360 “. . This has been demonstrated by the development of unified standards for digital customer service channels to ensure the integration of customer journeys for different services. This assessment provides further evidence of Dubai’s dynamism in line with international best practices, prospective future data and guidance for wise leadership and strategies to build the future.

Eman Al Suwaidi, Senior Director of Dubai Model Centre, said: “We will continue to improve government services to keep pace with future demands. The Government of Dubai has set ambitious goals for its services, including 100% proactive and automated services; 90% integrated services; and 90% service delivery without the physical presence of the client.

Since the launch of the Dubai Model Center in 2011, over 1,078 significant initiatives have been undertaken to improve over 412 services in the emirate.

These include the “Transportation of Hazardous Materials” launched by the Dubai Civil Aviation Authority, Ministry of Defence, Dubai Customs, Dubai Police General Command, Federal Authority for nuclear regulations, Emirates Airline and dnata; and “childcare services for children of unknown parents” by the Community Development Authority, Dubai Health Authority, Ministry of Health and Prevention, Dubai Courts, Headquarters of Dubai Police, Public Prosecution, Awqaf Foundation and Juvenile Affairs; the “Government Service in Joint Free Zones” initiative between Dubai Maritime City Authority, Dubai Airport Free Zone (DAFZA), TECOM Group and Jebel Ali Free Zone (Jafza), Dubai Health Authority, General Directorate of Residency and Foreign Affairs; and the “Joint Advertising Service” between Dubai Municipality, Roads and Transport Authority, Department of Economy and Tourism, Trakhees, Dubai Civil Aviation Authority, Dubai Development and Dubai Maritime City Authority.

In addition to individual efforts to improve services, government entities in Dubai have worked together to improve common services to achieve the Services 360 vision. These services have been assessed under the City Makers Initiative against criteria that measure efficiency, effectiveness and sustainability.

Ashley C. Reynolds