Hamdan bin Mohammed: Dubai Government 2021 Initiative seeks to entirely reshape the experience of government

Dubai (WAM): In compliance with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, and following His Highness's constant directives to continuously advancing government services and its efficiency in the different sectors so as to achieve the clients satisfaction, Dubai Crown Prince and Chairman of the Executive Council HH Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum has launched yesterday the "Dubai Government 2021 Initiative", a first of its kind initiative in the world. The launch came during a special session on the side-line of the Government Summit 2014, opened yesterday in Dubai with the participation of over 3500 leaders from both government and private sectors as well as representatives of international organisations from around the globe. Sheikh Hamdan's initiative translates the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum on the "future government" which aims to provide services that not only answer clients' aspirations, but also exceed those aspirations to accomplish people's happiness, a first priority of the government and the main goal stress upon by His Highness Sheikh Mohammed on every occasion and event. "Dubai Government 2021 Initiative" is inspired by Sheikh Mohammed's vision of the "future government", launched in 2013, which promotes the adoption of the best international standards and practices in the field of government services. During the 1st Government Summit 2013, Sheikh Mohammed summarised his vision about the "future government" stating that he wants round-the-clock service to be provided such as those offered by airlines and that he want the country to offer such warm hospitality services akin to those provided in five-star hotels and that the transaction process be carried as smoothly as those carried out by banks. Path to the future On the occasion of launching the "Dubai Government 2012 Initiative", Sheikh Hamdan stressed that the government of Dubai will lead the way towards the "future government", pointing out that in the coming phase, the government will not only concentrate on short-term inspirational goals but will also stretch farther still beyond the farthest horizons in search of innovative and pioneering ideas to be adopted by the government. Sheikh Hamdan also affirmed that such an initiative will further strengthen Dubai's position as an exemplary destination to benefit from its governmental experience. Dubai Crown Prince and Chairman of the Executive Council Sheikh Hamdan expressed confidence over the young Emiratis' ability to implement this initiative in the same spirit with which they carried out previous accomplishments that have positioned the UAE in world's development map thus gained the world's attention. Sheikh Hamdan also called on all government bodies and departments as well as all working employees to show full cooperation so as to make the initiative a success in a way that would positively reflect on the society and would achieve the happiness of its individuals. Sheikh Hamdan said:" We are fully confident of Dubai Government's ability- represented by its leadership and employees from various government bodies, departments and establishments- to promptly achieve its ambitious objectives, and even more. They have always accustomed us to hard work and dedication in favour of public interest. We believe that the time has come to employ this outstanding expertise and skill which they have accumulated over the years to impress the world by what this Government apparatus can provide not only to Dubai, but also to the world at large. " He noted that the ambitious vision set by the UAE supreme leadership for the future of our country dictates to everyone to rise to the level of this ambition toward the future and its major developmental objectives that cannot be achieved without the availability of energy, sincerity, determination and concerted efforts, to find and institutionalise a mechanism which ensures ongoing modernisation of government civil service, to improve them according to the best international standards , and create the environment that is an incubator to innovation and creativity that confirms our ability to continue to achieve our great ambitions for the future of country in the light of the directives of its wise leadership to make the country a role model traced by the world from which it learns useful lessons in the field of government action . He added: "We are all invited, more than ever, to actually work as one body; here I realise that some of us are not unable to reach the finish line ahead of the others, but what matters this time is that we arrive together, the stronger gives hand to the weaker, to get to the year 2021 while the whole world is witnessing Dubai government has achieved the objectives it has defined." More than just a government The initiative seeks to entirely reshape the experience of government, and transfer it to an unprecedented level at the level of governments around the world, and to compete with the latest of the concepts of service in the private sector to go far beyond dominating perceptions about the development of services, and ideas circulating about the focus on the client, or even those relating to the promotion of efficiency, effectiveness and excellence, where the initiative aims to bring about a real revolution in the concept of government service, adopting an approach that makes the client feels he is already the focus of the service and meeting his expectations is the ultimate concern of the government apparatus. All relevant elements related to government work have been taken into consideration in building the components of the initiative, keeping in mind the perspective of clients dealing with the government on the grounds that it is "one apparatus" which delivers integrated service. The " Dubai Government 2021" initiative aims to achieve this integration and harmony of roles played among government departments and bodies , to provide a single interface, unified identification number, one telephone number, one place and one employee through whom the client could have access to public services effectively, easily and hastily. Among the most important principles underlying the initiative is setting a new framework for the relationship between clients and the government, copying the method adopted by major private sector institutions in their dealings with their outstanding customers. This initiative comes to make client seeking governmental entity for a particular service a distinctive client that enjoys all sorts of attention and care, including allocation of personal page for each client and a special account through which the client can perform the various government transactions he may stand in need of. The client, through his personal account, can also communicate with one official who can meet all his demands for government services, in an attempt to establish for a new concept of government service, which will compete, in terms of quality and efficiency, with similar services delivered by the private sector. The initiative aims to shift from the current concept of "speed" in delivering service to the concept of "immediate service" by the year 2021, through the employment of the most efficient staffing levels of technology which will not only contribute to reducing the element of time, but will also have its evident and tangible impact on reducing costs associated with providing those services, as an additional feature to the client who will get "a unified identification number" through which he can access all the desired government services in a an easy and handy manner that adds a new dimension of comfort to clients within the various service sectors. A Government founded to serve people and facilitate their lives Since the launch of the vision for future government by Vice President and Prime Minister of the UAE and Ruler of Dubai His Highness Sheikh Mohammed bin Rashid Al Maktoum, the compass has become directed to all efforts aimed to develop and update government work, whether these related to the improvement of services provided to the clients, or those aimed at the development of general policies which push the wheel of development forward and organise public affairs , or those aiming to achieve organisational excellence in general , as development is no longer needed for its own sake , but rather for higher ends that can be achieved according to a specific form expressed by this vision in an easy manner and without equivocation, and close to the understanding of all people of all walks of life. Implementation and Timeframe It is expected that all steps set forth in this initiative, including the outputs and achievements will be completed within the time frame specified for the initiative , which runs until 2021. The time frame has been set to be in line with the timelines for updating the Dubai Strategic Plan in accordance with the current process led by the Executive Council , and the national agenda launched by His Highness Sheikh Mohammed bin Rashid Al Maktoum with all its indicators and ambitious goals , so that the fiftieth anniversary of the founding of the United Arab Emirates witnesses the new face of the Dubai government and establish a qualitative leap that establishes for the well-being of the individual and society alike. The initiative's implementation steps include developing a well-defined strategy and objectives, and is governed by performance indicators to be followed up by the Executive Council to ensure the effectiveness of the initiative within the possible highest limits of efficiency, so as not to burden the government apparatus or confuse the tracks of daily work. To achieve this, joint action and coordination among government departments should be made, both by those providing direct service, or those developing policies and legislations, or supporting in the financial, administrative and legal areas. Single application interface The idea is based on providing a single window, allowing the client to access all government services through their own account, so that this interface is designed according to the client's preferences and needs. Such an interface can also provide the client with uninterrupted updates for all transactions in progress, as well as recalling important dates such as renewal dates of passport, residence, car ownership or license, and others. The interface will also constantly provide the client with the maturity of financial obligations for the public utilities such as water, electricity or telecommunications. In addition to the above, the client will receive a reminder of the dates of the scheduled medical examinations in hospitals and health centres in the public sector, or later in the private sector. In case the client is the owner of the facility or representatives of economic, commercial or service activity , the interface will enable him to accomplish all transactions related to his business such as commercial licensing or work permits or any other permits or approvals from any other concerned government entity. In all of the above, the user, be he an individual or institution ,would not deal with the various government departments, but rather with entity which is "Government of Dubai " which will be his constant authority and reference in getting a certain service, regardless of which government entity renders this service. The interface, as well, provides additional services using data of client's geographical location; the client will be able to identify options for schools or health centres and hospitals or public transport stations or petrol stations , or any services and public facilities located in the vicinity of client's place of residence or work . Moreover, the client will be able to design the interface according to his preferences, in terms of adding or deleting services as needed. He will be able to use the interface as an application to organise his private appointments. This interface will be the a reliable and recognised front gate for electronic payments of all government services , in addition to its being an application for both computers and smart phones . Unified contact Access to government services will not be limited to electronic applications, but it will be also available through dial-up. As is the case with the application interface, access to all government services will be available via phone through " unified telephone number " (Dubai 800) which reaches through the client to a unified call centre, which answers all queries relating to government services that may be performed by the caller by talking to one employee, or through the automated answer mechanism. All-inclusive employee and accounts director Dubai Government is keen to make the government experience as a personal experience; in this, it will benefit from the experience of the big leading companies in delivering services, including services on the provision of "Account Manager" for clients categorised as distinguished clients according to the size or nature of their dealings. The client will be able to communicate with one employee, who is aware of all his transactions, and who can accomplish them for the client, in addition to providing advice and counsel on any transactions related to him personally or his family or the nature of his work. Unified Identification Number Typically, in every government body, it is imperative for the client to present papers, identification and documents to prove that he is the one applying for a certain service, such as a passport photocopy, residence or ID , and others. The client is often forced to provide these documents to the same entity repeatedly every time he wants any service. This process weighs on the shoulders of both clients and government entities in terms of time and effort used in the provision of these documents, reviewing and archiving them. Instead, the idea of a" unified ID Number" is to submit these documents by the client once, at the beginning of dealing with any government agency , and in return the client gets a " reference number " that is identified by all entities , and linked to national identity . This number is used to identify the client both in access to his account in the unified application interface, or to speak with all-inclusive employee or even to get the service through branches and service centres in various parts of the city. The unified identification number is intended to lift the burden laid on the client's shoulder as well as the service rendering body; it also contributes to raising the level of data accuracy and averting mistakes, in addition to reducing service delivery costs significantly by avoiding dealing with a large number of documents in every attempt to get the service. – Emirates News Agency, WAM