Dubai: New policy announced to improve govt digital services, cut millions of customer visits

Sheikh Hamdan: Our objective, as always, is to serve the people


A Staff Reporter

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Published: Mon 14 Mar 2022, 3:12 PM

Last updated: Mon 14 Mar 2022, 10:00 PM

A new policy announced in Dubai will improve government services and automate them. 'Services 360' will help the government to operate as one unified entity, according to Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai.

The policy, helping unify workflow, sets ambitious targets for government service delivery: 100 per cent "proactive and automated services"; and 90 per cent integrated ones.

About 90 per cent of the services will be offered without the need for a customer's physical presence at a government centre.

'Services 360' essentially lays down a new vision and roadmap for the future of services in Dubai and provides a seamless, proactive, customised and integrated system.

The policy will help achieve annual financial savings exceeding Dh1 billion during the next five years. It will eliminate nine million physical customer visits to service centres annually.

The policy will also free up over 300,000 working hours in the Dubai Government annually.

Sheikh Hamdan said: "I have the utmost confidence in the capabilities of our dedicated team in achieving unprecedented leaps in government performance. 'Services 360' will significantly improve the way we address government work in Dubai.

"Our objective, as always, is to serve the people."

Eight pillars

  • A digital-first experience: It will adopt the digital identity (UAE Pass) as a unified entry system for all government services while fully supporting the customer.
  • Proactive services: These will enhance customer communication to anticipate their needs.
  • Integrated data and services system: This minimises data requirements from the customer and facilitates services by connecting databases among government entities.
  • Unified and customised channels: These will be built based on the customer's preference and made available 24/7.
  • Service efficiency: It enhances creativity and innovation in providing services along with regular follow-ups and amendments.
  • Customer-focused services: Customers' needs and expectations are at the heart of service improvement and designing integrated and creative journeys.
  • Service Advisors: This will ensure that services are delivered by efficient, competent, skilful and knowledgeable advisors.
  • Partnership with the private sector: This will facilitate the provision of government services, or part of the services, through public-private partnerships to maximise efficiency.

Work methodology

The 'Services 360' policy was developed with the General Secretariat of The Executive Council and the Dubai Model Centre team in close collaboration with the Dubai Digital Authority and other relevant government entities.

During the next phase, the Dubai Digital Authority will enable government entities to fully transition to proactive digital services.

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