Sheikh Hamdan approves Services 360 policy to improve Dubai Government services

Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of The Executive Council, has approved the Services 360 policy which aims to enhance government services provided by the Dubai Government.

The policy has set a number of ambitious goals for providing services, including 100 per cent proactive and automated services; 90 per cent integrated services; and 90 per cent service provision without the physical presence of the customer, according to Dubai Media Office.

As for service delivery channels, the policy aims for 100 per cent conversion to shared channels; 95 per cent self-service; 95 per cent digital adoption; in addition to 90 per cent average channel evaluation.

Services 360 benefits

Under the Services 360 policy, the Dubai Government is expected to achieve annual financial savings exceeding Dhs1bn during the next five years and the elimination of nine million physical customer visits to service centers annually.

The policy is also expected to free up over 300,000 working hours in the Dubai Government annually.

The Services 360 policy was developed with the General Secretariat of The Executive Council and the Dubai Model Center team in collaboration with the Dubai Digital Authority. The Dubai Model Center will oversee the implementation of the policy and ensure the implementation of the approved methodologies, evaluate the achievement of targets, and submit periodic reports.

In the upcoming phase, the Dubai Digital Authority will work on enabling government entities to fully transition to proactive digital services; thus contributing to maintaining optimum quality in the provision of digital services and developing a secure digital environment for data protection, information systems, and communication networks.

.@HamdanMohammed approves the ‘Services 360’ policy which aims to improve and enhance government services and keep pace with global developments in the sector.https://t.co/gurtDazjcZ pic.twitter.com/sVVxtCKHwc

— Dubai Media Office (@DXBMediaOffice) March 14, 2022

The policy will focus on eight main principles to unify workstreams across government entities. These include a digital-first experience based on the provision of digital and real-time services, as well as adopting the digital identity (UAE Pass) as a unified entry system for all government services, while providing full support to the customer.

Also, proactive services will be undertaken to enhance communication with customers to anticipate their needs for the services and respond accordingly.

Integrated data and services system will be implemented that minimises data requirements from the customer and facilitates services by connecting databases among government entities.

A Unified and customised channels will be made available 24×7.

The policy will focus on service efficiency and accompany it with with regular follow-ups and necessary amendments.

Furthermore, specialised customer-focused services and the introduction of the concept of a Service Advisor, which transforms frontline employees to service advisors will be undertaken by way of this project.

A partnership will also be struck with the private sector to facilitate provision of government services through public-private partnerships to maximise the efficiency of these services.

“I have the utmost confidence in the capabilities of our dedicated team in achieving unprecedented leaps in government performance. Services 360 will significantly improve the way we address government work in Dubai by bolstering the government to operate as one united entity,” said Sheikh Hamdan.