The Dubai Model Centre (DMC), has launched a new project to turn the UAE into a regional as well as international model for government development, making it one of the ten best countries in trust in government, future readiness and smart services indices.
The new project is in line with the vision of Sheikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai.
“The primary goal of the Dubai Model Centre is to work with every government entity in the emirate to enhance the level of service delivery, taking it to unprecedented levels to make the emirate one of the best in the world in which to live, work, invest and grow,” Dubai Model Centre’s senior director Eman Al Suwaidi said.
To achieve this, the Dubai Model Centre will implement two methodologies: the Dubai Model for Government Services (DMGS), a multi-phased collaborative approach for service improvement, and City Makers, a design-thinking approach aimed at improving the customer experience of shared services provided across several government entities, the Dubai Media Office said in a statement on Wednesday.
Both of this will include researching, documenting and sharing knowledge and best practices in local and global arenas.
According to the statement, the Dubai Model is based on four guiding principles:
- Customer Engagement: Obtaining inputs from customers during the design, delivery and assessment of services to ensure their needs are being met.
- Innovation: Inspiring entities to question what they offer to customers and why, and to explore ways of improving quality by encouraging new ideas and developing pioneering initiatives.
- Reasoned Spending: Helping entities align spending priorities to serve the needs and interests of customers.
- Connected Government: Improving service quality and enabling seamless operations by integrating the services of various entities.
Following this the Dubai Model Centre will also “collate” data from every government entity through suggestions, complaints, surveys, audits, focus groups or customer events.
This will eventually be channelled into the Dubai Government Unified Customer Experience Tool, “which measures customer experience and satisfaction at all service touch points,” the statement added.
In its 10th year, Dubai Model Centre is also currently supporting improvement projects in more than 70 services across 31 government entities each year, the statement said.
“Data published in 2020 show that the Dubai Model Centre has improved 370 government services, contributing to almost AED700 million in savings and boosting service quality by 90 percent. These service improvements can be felt in a wide number of touchpoints, demonstrating the Dubai Model Centre’s commitment to improving every possible interaction between residents and the government.”
Under the programme, Dubai Model Centre has launched services such as Smart Salem by the Dubai Health Authority and iDeclare.
The former service utilises advanced robots, FDA-approved digital medical equipment and artificial intelligence to deliver medical fitness tests for UAE residency visa applications. – all within 30 minutes and with minimal human interaction, the statement added.
iDeclare, a smart mobile app launched by Dubai Customs, enables passengers at Dubai International Airport to submit their customs declarations electronically, bypassing the traditional and often cumbersome paper-based processes.
“The app, which is the first of its kind to be introduced in the Middle East, enables self-declaration of commercial goods, personal effects or cash either pre- or post-arrival at the airport,” the Dubai Media Office said.
In addition, another service, the EV Green Charger Dashboard allows customers to track their charging and consumption data, manage multiple EV Green Charger cards, source discounts from the DEWA store and, importantly, locate the nearest DEWA charging station in Dubai.
Dubai “aims to ensure services are integrated, seamless, proactive and customised, meaning, we are providing services to customers efficiently, quickly and often before they have been requested – all through a single window,” DMC’s Al Suwaidi explained.
She added: “The Dubai government has set ambitious goals for its services, including 100 percent proactive and automated services; 90 percent integrated services; and 90 percent service provision without the physical presence of the customer. We will continue to improve government services to keep pace with future requirements.”
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