Dubai Model set to boost efficiency of govt services

DUBAI — The local Government and the Executive Council of Dubai on Thursday launched the ‘Dubai Model for Government Services’ initiative with the aim of boosting efficiency levels in government services and enhance customer satisfaction.

By Ahmed Al Majaida

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Published: Sat 13 Nov 2010, 12:51 AM

Last updated: Mon 6 Apr 2015, 3:58 PM

The initiative, launched by Shaikh Hamdan bin Mohammed Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council, is in line with the emirate’s Strategic Plan 2015.

“Dubai was once at the stage of exploration and diagnosis, and now thanks to research and the pursuit of development, we have got to the stages of application and solution. We can now say that Dubai is positively recovering and the general situation is good,” Shaikh Hamdan said.

He stressed the importance of the model for progress in all sectors. ‘‘It will contribute to improving the efficiency of public services through the optimum use of resources and focus more on customers who are at the core of government work.” The initiative reflects the pioneering approach adopted by the government to improve public services, he added.

It is an integrated system and includes a hybrid of local and international expertise.

Considered the first of its kind worldwide, the initiative, which has the hallmark of the vision of His Highness Shaikh Mohammed bin Rashid Al Maktoum, Vice-president and Prime Minister of the UAE and Ruler of Dubai, will provide accurate data on improvements made to public services, which will, eventually, facilitate inter-governmental benchmarking. It will also improve the government’s performance across different sectors.

A team from the General Secretariat of the Executive Council will work closely with identified government entities during the first phase of implementation. The identified entities represent five strategic departments of the Dubai Government: Dubai Police, Dubai Municipality, Roads and Transport Authority (RTA), Land Department and Community Development Authority. Abdulla Al Shaibani, Secretary-General of Dubai Executive Council, said, “The Dubai Model was developed by the government and for the government with significant contributions made by service delivery experts in the government.

“It is also based on extensive research and studies undertaken by the General Secretariat that demonstrated the need to develop this model to drive the positive transformation in public services.”

According to a statement from the council, the new model is based on the philosophy that the on-going service improvement should be measured to accurately reflect the positive changes in the services provided. “Service improvement measurement should be balanced and reflect both customer centricity and service efficiency.”

In addition, the service delivery framework highlights ‘service delivery stars’, frontline employees who are in direct contact with customers and who drive the positive transformation of public services.

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