Sheikh Hamdan Approves 'Services 360' with 8 Main Principles

 His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of The Executive Council, approved the ‘Services 360’ policy which aims to improve and enhance government services and keep pace with global developments in the sector.

In a new initiative aligned with @HHShkMohd's directives to transform Dubai into a global leader in government services, @TECofDubai announced ‘Service 360’, a programme aimed at further enhancing the customer experience and increasing service efficiency. pic.twitter.com/L0I1qZNizF

— Hamdan bin Mohammed (@HamdanMohammed) March 14, 2022

The ‘Services 360’ policy will focus on eight main principles:

-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.

-Proactive services that enhance communication with customers to anticipate their needs for the services and respond accordingly, and ultimately reduce the efforts made by the customers.

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

-Unified and customised channels that are built based on the customer’s preference and made available 24/7 to deliver an exceptional customer journey.

-Service efficiency that enhances creativity and innovation in providing services along with regular follow-ups and amendments in line with evolving efficiency and effectiveness measures.

-Customer-focused services by placing customers’ needs and expectations at the heart of service improvement and designing integrated and creative customer journeys.

-The policy also introduces the concept of a Service Advisor, which transforms "frontline employees" to "service advisors" to ensure services are delivered by efficient, competent, skillful and knowledgeable advisors.

-Partnership with the private sector that will facilitate provision of government services, or part of the services, through public-private partnerships to maximise the efficiency of services as well as enrich city experiences through these partnerships.

The policy has set a number of ambitious goals for providing services, including: 100% proactive and automated services; 90% integrated services; and 90% service provision without the physical presence of the customer.

As for the targets concerned with service delivery channels, the policy is aiming for 100% conversion to shared channels; 95% self-services; 95% digital adoption; in addition to 90% average channel evaluation.

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