The Dubai Model Center of the General Secretariat of the Executive Council of the Emirate of Dubai revealed, yesterday, the names of the initiatives nominated to win the banner of the Hamdan Bin Mohammed Program for Government Services, which were selected out of more than 50 initiatives in which 28 government agencies participated in this year’s improvement cycle.
Eight initiatives were nominated for the final stage of the evaluation to win the “Hamdan Bin Mohammed Program for Government Services Banner” 2020, where the list of nominated initiatives includes: “The Criminal Case Study” initiative from Dubai Police, the “Tarabot” initiative from the Roads and Transport Authority, and the “Tarabot” initiative The smart evaluation »from the Land Department, the initiative of the“ Smart Salem Center ”from the Dubai Health Authority, the“ Smart Life ”initiative from the Dubai Electricity and Water Authority, the“ automatic renewal ”initiative from the Department of Economic Development, and the“ Guidance Service and Virtual Tours for Museums ”initiative from the Authority. Dubai for Culture and Arts, and the “Food” initiative from Dubai Municipality.
In turn, Iman Al Suwaidi, Senior Director of the Dubai Model Center, emphasized the importance of the program in enhancing expertise and establishing a culture of continuous improvement of government initiatives to provide improved and innovative services that achieve happiness for customers and the well-being of society, embodying the leadership’s vision aimed at developing methods of providing services to customers, and providing future services that serve the citizen and resident. And the visitor in the Emirate of Dubai, and contribute to their happiness, noting that the choice of government initiatives includes a number of criteria that measure efficiency, effectiveness and sustainability, and the extent of commitment to the government’s approach to entrepreneurship.
Al Suwaidi said: “Many government agencies have been keen to participate and benefit from the role of the program, and have presented innovative ideas to enhance the government services provided to customers. Reaching this stage constitutes a great achievement that reflects their valuable initiatives to upgrade the field of government services in Dubai to wider horizons.”
This year witnessed exceptional circumstances left by the emerging Coronavirus (Covid-19) pandemic, and government agencies faced unprecedented challenges to ensure continuity of service provision, and the methodologies of the Dubai Model Center had a clear impact on planning and preparing to raise the readiness of services.
Criminal case research
The initiative aimed to employ qualified human resources, systematic processes for services, and digital transformation that encompasses the latest technologies, channels and digital platforms such as the blockchain platform, to upgrade the criminal case search service to be 100% digital, where the customer can complete the service with simple and few steps, which contributed to achieving the highest level Global leadership and quality, reducing service delivery time from five days to five minutes, and reducing service costs by 65% to reach 200 dirhams, and aims to achieve 93% of the customer satisfaction index, and 100,000 customers benefited from it in 2020.
Planning methodology for public transport, service and information channels, public transport network infrastructure, adding new integrated transport routes while monitoring future configuration, and the initiative achieved an improvement in the efficiency of the Suhail application response by 96%, as it reduced the response time from 6 seconds to 0.2 seconds. And the initiative contributed to raising customer satisfaction with the service to 90% and achieving a comprehensive improvement of other performance indicators. 112,392 customer trips were affected by the initiative in the third quarter of 2020.
Increase the speed of the evaluation process from the time the evaluation request is received to the time the request is completed without submitting any documents, through the integration of local databases and external systems, and without the need for the evaluation committee anymore except in certain circumstances, and contributed to reducing the time to complete the service from 14 days to less From 24 hours, and achieving 100% in the customer satisfaction index, and 100% in the service quality indicators, and 763 transactions were submitted through the initiative during the third quarter of 2020.
Salem Smart Center
It aims to provide a unique facility for medical fitness and occupational health services at the Dubai Health Authority, where customers can perform their medical tests in a smooth and paperless environment, and the initiative contributed to reducing the procedure time from 25 minutes to less than 15 minutes, and conducting medical tests and procedures without paper, targeting Achieving 92% of the customer happiness index, compared to 78% now, and 150 customers benefited from it, during the third quarter of 2020.
The initiative aims to promote a smart and sustainable energy lifestyle among citizens and residents in Dubai, enabling customers to proactively monitor and control their electricity and water use, and have contributed to reducing service cost by 20%, eliminating waiting time, reducing service completion time to less than 3 minutes, and improving quality The service reached 94% compared to 88%, and a comprehensive improvement of other performance indicators was achieved, and 618,913 customers benefited from their application.
It aims to facilitate and simplify the process of renewing the commercial license, so that the renewal can be in one step within two minutes to meet the needs of the current and potential business community, by receiving a text message to renew the license and pay electronically, and the initiative reduced the cost of automatic renewal by more than 60%, and the service gained 90%. % In the customer satisfaction index, and a comprehensive improvement in other performance indicators, and 82,994 licenses benefited from the implementation of the initiative over a period of 5 days.
Guidance service and virtual tours of the museums
Provision of a pre-booking system for guided tours to allow clients to book a guided tour with their tickets before visiting the museum. The initiative includes live, guided virtual tours that allow school groups and the general public to book virtual sessions to tour museums. The initiative contributed to providing virtual tours for touring 6 museums of the Dubai Culture and Arts Authority, and the service scored 97% in the customer satisfaction index, and 295,687 customers benefited from it over a period of 3 days.
The highest total
The “Hamdan Bin Mohammed Program for Government Services” banner will be handed over to the government agency that has the highest score in the results of the International Experts Committee and the results of customer evaluation during the voting period, during the “Hamdan Forum”, noting that the government agencies that received the flag during the previous years include each of the Roads and Transportation »for the“ Express Metro ”initiative,“ Trakhees ”for the“ Al Shamel ”initiative,“ Department of Tourism and Commerce Marketing ”for the“ Electronic Tickets ”system,“ Roads and Transport Authority ”for the“ Smart Parachutes ”initiative, and“ Municipality Dubai »on the initiative of« My Product »,« Dubai Police »for the« Smart Police Station », and« Dubai Economy »carries the current banner of the« immediate license initiative ».
Focuses on performing high-precision testing of ready-to-eat foods to detect foodborne pathogens. A risk assessment matrix to determine priorities for food sampling, thus reducing the time required for releasing shipments, and contributed to increasing the percentage of samples conforming to specifications to 93%, canceling all paperwork, raising customer satisfaction with service to 100% and achieving a comprehensive improvement of other performance indicators, and 823747 transactions were affected. With the initiative in the year 2020.