Hamdan Bin Mohammed Highlights Dubai's Unified Service Model For Government Excellence And Public Benefit

H.H. Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, awarded the Hamdan Flag to the General Directorate of Identity and Foreigners Affairs. This recognition was for their excellence in implementing the Services 360 policy, which focuses on delivering integrated and proactive services that anticipate future needs.

The annual awards ceremony of the Hamdan bin Mohammed Programme for Government Services was organised by the Dubai Model Centre under The Executive Council's General Secretariat. H.H. Sheikh Ahmed bin Mohammed bin Rashid Al Maktoum and H.H. Sheikh Ahmed bin Saeed Al Maktoum attended the event.

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Under the Services 360 policy, 997 government services have been redesigned, resulting in savings of AED2.3 billion for customers and AED1.6 billion for government entities. This initiative has led to a significant reduction in waiting times and service requirements.

The second phase of this policy achieved a 93% reduction in waiting times and required visits, a 63% cut in service requirements, a 59% decrease in processing time, and a 56% overall reduction in service completion time.

Dubai Customs received the Best Pioneering Initiative Award for its Cross-Border e-Commerce project. This initiative enhances service efficiency and positions Dubai as a leading global hub for e-commerce through real-time customs clearance.

Dubai Police was honoured with the Best Digital City Experience award for its Ahsan Allah Aza'akum initiative. This project digitises death-related procedures for UAE citizens in Dubai, developed with key partners like Dubai Electricity and Water Authority.

Finalists and Evaluation Criteria

Nine finalists were selected from 27 government entities for the Hamdan Flag. These included Dubai Electricity and Water Authority, Community Development Authority, Roads and Transport Authority, among others.

The programme follows rigorous evaluation criteria: results and impact, whole-of-government approach, innovation, service culture, and sustainability. Residents also contributed feedback to shape future services.

Leadership's Vision

Abdulla Mohammed Al Basti stated that the Services 360 policy reflects Dubai’s governance strength by translating leadership vision into measurable outcomes. The Hamdan Flag celebrates entities creating tangible improvements in people’s lives through proactive design.

Eman Al Suwaidi noted an improvement in proactive services across entities this year. The programme encourages continuous innovation by helping redefine customer journeys using data and digital collaboration.

Commitment to Excellence

The Roads and Transport Authority achieved the highest customer trust score for two consecutive years, highlighting the government's commitment to service excellence.

Hamad Al Mansoori remarked that adding 'Digital City Experiences' within the programme reflects cross-entity integration efforts to enhance life quality in Dubai. It marks a milestone for Dubai Police's commitment to efficient digital experiences.

Dr. Hazza Khalfan Al Nuaimi emphasised that the programme provides a comprehensive framework for designing government services. The Hamdan Flag signifies transforming strategic ambition into operational excellence.

With inputs from WAM