New ‘Services 360’ policy for Dubai government services

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Sheikh Hamdan okays new Dubai ‘Services 360’ policy

 

Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of The Executive Council, approved the “Services 360” policy that aims to serve people better with improved and enhanced government services in global development standards.

The policy will serve as a road map of future Dubai government services and provide a smooth and integrated system for customers’ needs and expectations.

It will also apply eight main principles in the envisioned unified government workstreams.

A digital identity or a UAE pass shall be adopted as a unified entry system for digital and real-time government services.

Proactive communication shall be implemented to provide the appropriate services and lessen customer struggles.

Data requirements are now lessened with the unified and integrated data system in government entities.

A customer can now enjoy personalized and unified channels that deliver 24/7 service.

Smooth and evolving services with regular follow-ups and amendments are now provided.

Customers’ needs and expectations are the focus and the heart of service improvement.

A Service Advisor concept ensures the respective employees are efficient, competent, and knowledgeable with their services.

Government and private sector partnerships will further maximize the efficiency of the services.

Service 360 also seeks to achieve the goals of 100 percent proactive and automated services, 90 percent integrated services, 90 percent service provision without the customers’ physical presence, 100 percent shared channels, 95 percent self-services, 95 percent digital adoption, and 90 percent channel evaluation average.

With the implementation of the policy, the Dubai Government projects an annual financial savings of at least Dh1 billion in the next five years, lesser nine million annual physical customer visits to service centers, and lesser 300,000 annual government working hours.

The policy will undergo further phases and evaluations before its full transition to proactive digital services. KSO/Expat Media


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