Zero Bureaucracy Forum Highlights UAE's Move Toward Agile, Customer-Centred Government Services

The Ministry of Energy and Infrastructure used the sixth Zero Bureaucracy Program Forum in Dubai to present major results from its service overhaul, reporting large cuts in processing time, paperwork, and costs across key sectors, as part of the national Zero Bureaucracy Program led with the Prime Minister’s Office.

According to the Ministry of Energy and Infrastructure, zero-bureaucracy workstreams have already shortened service delivery time by more than 92 percent and reduced customer effort by 91 percent, while 42 government services were redesigned, signalling a move from small procedural tweaks to a full rethink of how residents and businesses interact with federal services.

Financial and operational gains were also highlighted, with initiatives producing savings exceeding AED49 million, eliminating more than 740,000 repetitive steps, and cutting required documents by 96 percent, which officials said supports faster decision-making, more efficient use of public resources, and better competitiveness across energy, infrastructure, transport, and housing services that are central to the UAE economy.

In his opening remarks, Sharif Al Olama, Under-Secretary for Energy and Petroleum Affairs at the Ministry of Energy and Infrastructure, stressed that zero bureaucracy in the UAE had grown into an integrated institutional approach guided by measurable impact on people and the economy, rather than being treated as isolated reform projects within individual departments.

Al Olama said, "The achievements of the Ministry of Energy and Infrastructure in zero bureaucracy reflect the UAE’s vision of building an agile and proactive government that places people at the heart of policy and service design, and links digital transformation to the creation of sustainable added value. The next phase will focus on expanding the scope of zero bureaucracy, deepening integration among entities, and strengthening smart governance."

Expanding on this direction, Al Olama explained how the Ministry aims to build standard processes around redesign and data use, stating that service improvement now relies on advanced technologies, analytics, and customer-journey mapping so that government platforms become faster, more integrated, and better prepared for future policy demands in the UAE and wider region.

He added, "The Ministry is working to institutionalise an approach based on redesigning procedures and leveraging advanced technologies and data to enhance the customer journey. This contributes to faster service delivery, improved performance efficiency, and greater readiness of the government ecosystem to meet future requirements, in line with the UAE’s direction toward a more efficient, flexible, and sustainable government."

The forum brought together leaders, specialists, project teams, and partner entities in Dubai, creating a shared platform for presenting case studies and analysis related to zero bureaucracy, including practical methods for simplifying procedures, reshaping services around user needs, accelerating transaction completion, deepening digital channels, and strengthening integration between federal and local systems.

Zero Bureaucracy Program shaping government services culture

Mohammed bin Taliah, Head of Government Services for the UAE Government, pointed out that zero bureaucracy is now part of daily work culture in many federal bodies, where operating models are being redesigned to support performance targets, faster processing, and more flexible and proactive service delivery that can adapt to customer needs in real time.

For his part, Mohammed bin Taliah, Head of Government Services for the UAE Government, said, "The UAE Government has achieved qualitative accomplishments in the zero-bureaucracy pathway, with this approach becoming an integral part of institutional work culture and the daily practices of government entities. It has developed advanced operating models aimed at enhancing government performance efficiency, accelerating transaction completion, and enabling entities to deliver more flexible, proactive, and customer-centric services."

Bin Taliah referred to the Community Participation in Zero Bureaucracy initiative, which gives residents and stakeholders an official channel to assess services, comment on procedures, and share suggestions, with that feedback then used to set improvement priorities and refine policies, supporting transparency and shared responsibility in how public services evolve.

According to Bin Taliah, this engagement model aligns with broader goals to empower the community, raise openness, and build a government services ecosystem that is agile and efficient, aiming for service quality that matches the highest global benchmarks while supporting the UAE’s investment appeal and delivering sustainable value for both society and the national economy.

Zero Bureaucracy Program data, climate, and government services

Within the climate change, environment, and digital zeroing track, Mohammed Saeed Al Nuaimi, Under-Secretary of the Ministry of Climate Change and Environment, outlined how digital tools are being linked with environmental regulation, which helps shorten procedures, improve service reliability, and ensure institutions can respond quickly to sustainability targets and climate-related obligations facing the UAE and international partners.

The forum also underscored the role of financial policy and budgeting in zero bureaucracy, with the Ministry of Finance represented by Buthaina Dahi Markhan, Head of the Institutional Excellence Section, who discussed how streamlined procedures must connect with more efficient spending and long-term financial sustainability for government services, so that operational changes are matched by durable funding models.

Media communication formed another workstream, as the Ministry of Justice presented its approach to managing the Zero Bureaucracy media file, where Saud Bouhandi Al Mansoori, Advisor in the Legislation and Legal Opinion Department and Head of the Zero Bureaucracy Media Team, explained how unified messaging and transparent reporting can turn complex government initiatives into clear, evidence-based narratives for the public.

Zero Bureaucracy Program case studies in government services

Showcasing the Ministry of Energy and Infrastructure’s case studies, Laila Al Blooshi, Director of the Strategy and Future Department, outlined several models, with particular focus on the Maritime Bundle, described as the first global maritime bundle that consolidates a large set of maritime transport services into a single digital framework that links multiple partners and channels.

According to Al Blooshi, the Maritime Bundle combines 28 services delivered alongside 62 government, local, and international partners, serving over 38,000 customers each year and achieving a 92 percent satisfaction rate, with the integrated platform reducing procedures by 99 percent, total processing time by 94 percent, conditions and requirements by 100 percent, and documentation needs by 95 percent.

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The wider forum sessions displayed additional models of institutional thinking and agile governance, showing how clear mandates, cross-entity teams, and shared data standards can speed up implementation and raise performance, which participants said illustrates the maturity of the UAE’s experience in embedding zero bureaucracy as a long-term method rather than a short campaign.

Collectively, the discussions, quantitative results, and case studies from the sixth Zero Bureaucracy Program Forum show how multiple UAE ministries and entities are aligning around a data-driven, customer-focused approach to service design, linking digital tools, climate and financial policies, and public engagement to create a more efficient government ecosystem that remains focused on measurable benefits for people and the economy.

With inputs from WAM