Dubai Municipality Implements New Business Model With Private Sector To Enhance Service Delivery

Dubai Municipality has introduced a new business model in collaboration with the private sector to manage its shared government centres. This initiative aims to enhance cooperation with private entities and improve service quality for clients. Al Kifaf Centre is the first to implement this model, achieving a 70% reduction in operational costs and boosting efficiency.

In 2024, services offered by partners at Al Kifaf Centre increased to 123, marking a 98% rise from 2023. This expansion improves responsiveness to customer needs and strengthens partnerships with stakeholders. The Municipality's efforts focus on enhancing customer experiences, ensuring smoother service delivery, expediting transactions, and optimising resources.

His Excellency Dawoud Al Hajri, Director General of Dubai Municipality, stated: "The journey of government work continues, enlightened by the wise vision of our esteemed leadership and the directives of His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister, Minister of Defence, and Head of the Executive Council of Dubai, to establish an integrated government system for delivering pioneering services. Our commitment to supporting partnerships with private sector institutions is reflected in the adoption of this new business model at the shared government centre, which embodies this vision."

Dubai Municipality mandates that entities using space in shared centres meet exceptional service standards as per Dubai's excellence programmes. The Municipality regularly assesses the quality of services provided by these entities. Ongoing work on subsequent project phases aims to extend the new partnership model across all shared centres under Dubai Municipality.

Manal Bin Yaroof, Director of Customer Happiness at Dubai Municipality, added: "The Al Kifaf Centre has been reactivated in partnership with the private sector, offering a diverse package of 123 government, semi-government, and private sector services to clients, ensuring a comprehensive experience under one roof. It is noteworthy that the number of partners in the centre is continuously increasing, which will further enhance the services provided in the future."

The introduction of this business model signifies a major advancement in improving customer experiences at shared government centres. It aligns with efforts to assess customer satisfaction and deliver top-quality services to all stakeholders involved.

With inputs from WAM