Youssef Al Arabi (Abu Dhabi)
In line with the “Zero Government Bureaucracy” program launched by the UAE government, the Telecommunications and Digital Government Regulatory Authority (TADRA) announced shortening the process of registering mobile SIM card outlets to three steps in accordance with the methodology of the second generation of services (2.0).
The steps include registering using the digital ID, filling out the application to obtain the service, sending the required documents, paying the fees, and then obtaining a registration certificate for mobile SIM card outlets.
This service joins the latest batch of developed services, which are resolving disputes with telecommunications service providers, issuing customs release permits for telecommunications devices, and requesting modification of mobile phone SIM card sales outlets.
In order to align these services with the requirements of the program by canceling a large part of the procedures and shortening time, the specialized teams in the Authority made structural amendments to the aforementioned services, which created a qualitative shift in the level of customer happiness, as the happiness rate increased for the service of requesting modification of mobile SIM card sales outlets from 95% to 100% for most months, and the happiness rate rose from 96% to 98% for the service of issuing customs release permits for telecommunications devices, and from 84% to 89% for the service of resolving disputes with telecommunications service providers. The developed services include a request to modify mobile phone sales outlets, where the procedures for obtaining the service have been shortened from 5 steps to only two steps, while many fields have been deleted, as they now do not exceed 3 fields after they were 14 fields previously, and the required documents have been shortened. From 6 documents to only one document, while the transaction is executed in one hour.
These procedures were reflected in the customer’s journey, as that journey was reduced by reducing the number of requests submitted by the customer to the authorities from 3 requests to only one request. Previously, the situation required the customer to submit the request to the telecommunications service providers (Etisalat E&D) and then submit it. To the Authority, but now the application is submitted directly to the Authority without having to visit the service providers.
The UAE government launched the “Zero Government Bureaucracy” program to be the beginning of a new phase of government work, in a way that raises the levels of efficiency, quality and government flexibility in the UAE. The program aims to simplify and reduce government procedures and eliminate unnecessary procedures and requirements.
Ministries and government agencies were directed to immediately implement the program by canceling at least 2,000 government procedures, reducing at least 50% of the time periods for procedures, and eliminating all unnecessary conditions and requirements within a year, with the results being reviewed by the end of the current year, 2024.
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