Dubai Recognises Transformational Public Services through Prestigious Award
In a powerful affirmation of Dubai’s forward-thinking approach to governance and digital innovation, the city recently celebrated the culmination of the Hamdan Bin Mohammed Programme for Government Services. Spearheaded by His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister, Minister of Defence, and Chairman of The Executive Council of Dubai, this initiative recognises the emirate’s most outstanding government service entities. At the heart of the recognition was the awarding of the Hamdan Flag to the General Directorate of Residency and Foreigners Affairs, marking its distinction in implementing the Services 360 policy with remarkable impact.
This prestigious accolade underlines the leadership’s strategic vision to institutionalise an agile, efficient, and customer-focused public sector. It acknowledges the collaborative spirit and forward momentum of departments that have aligned themselves with the one-government philosophy, integrating data, technology, and human-centric design to serve both residents and businesses better.
Sheikh Hamdan Emphasises Services 360 as a Human-Centric Governance Model
Sheikh Hamdan expressed that under the directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, the Services 360 policy embodies a comprehensive and integrated approach to governance. The initiative does not merely rely on digitising services but reflects a fundamental transformation of government into a unified system capable of anticipating customer needs and delivering with proactive agility. He pointed out that the government of the future requires constant evolution and seamless collaboration across departments. Sheikh Hamdan stressed that the Hamdan Flag is awarded for real-world results that directly improve lives, and he praised the General Directorate of Residency and Foreigners Affairs for setting a leading example in transforming services with real impact.
The achievements of the Services 360 policy have been substantial. Since the beginning of its second phase, over 997 services have undergone redesign, creating a tangible benefit not only for customers but for the government itself. The transformation resulted in AED 2.3 billion in customer savings and AED 1.6 billion in operational savings across departments. These outcomes illustrate the success of a governance model grounded in strategy, innovation, and measurable efficiency.
Celebrating Leaders in Innovation and Digital Excellence Across Government
During the same ceremony, a variety of accolades highlighted exemplary digital and customer experience efforts by Dubai’s top departments. The General Directorate of Residency and Foreigners Affairs was honoured with the Hamdan Flag for leading the way in redefining how services are offered, integrating futuristic foresight, enhanced service delivery, and organisational development. This recognition was based on a thorough evaluation of departmental commitment to the Services 360 model and their consistent prioritisation of seamless customer journeys.
Dubai Customs received the Best Pioneering Initiative Award for its cross-border e-commerce project, an advanced framework that enables real-time customs clearance and proactive solutions for e-commerce logistics. This project elevates Dubai’s strategic position as a global e-commerce logistics hub and reflects a sophisticated application of intelligent border management and data-driven processes.
Dubai Police was recognised with the Best Digital City Experience Award for their Ahsan Allah Aza’akum initiative. This groundbreaking project provides a fully digitised system for managing citizen death notifications and related procedures. The initiative was developed in cooperation with key public agencies including the Dubai Electricity and Water Authority, Dubai Municipality, Dubai Health Authority, the General Directorate of Residency and Foreigners Affairs, the Department of Islamic Affairs and Charitable Activities, the Community Development Authority, the Roads and Transport Authority, the Mohammed Bin Rashid Housing Establishment, and Dubai Courts. The second phase of the initiative aims to expand its scope to additional population groups.
The Roads and Transport Authority earned recognition for achieving the highest level of customer trust among government service entities for the second consecutive year, further cementing its leadership role in delivering dependable and forward-thinking services to the public.
Performance Framework Built on Strategic Impact and Customer-Centric Values
The Hamdan Bin Mohammed Programme for Government Services employs a robust and multi-dimensional assessment model to select its award recipients. This model is managed by the Dubai Model Centre under the General Secretariat of The Executive Council of Dubai and incorporates international expertise to ensure impartial and impactful evaluation. The framework places strong emphasis on strategic performance indicators that include innovation, service culture, sustainability, results and impact, and cross-governmental collaboration.
Crucially, the evaluation process integrates customer feedback, affirming Dubai’s strong belief in engaging the public as co-designers of service development and delivery. For this year’s edition of the programme, nine entities reached the final stage of competition for the Hamdan Flag. These included the Dubai Electricity and Water Authority, the Community Development Authority, the Roads and Transport Authority, the General Directorate of Residency and Foreigners Affairs, Dubai Municipality, Dubai Police, the Department of Economy and Tourism, Dubai Customs, and the Mohammed Bin Rashid Housing Establishment.
Services 360 Policy Achieves Measurable Transformation Across Government Departments
The impact of the Services 360 policy in its second implementation phase has been profound and wide-ranging. Government service delivery has improved remarkably across multiple dimensions. Waiting times and customer visits have seen a significant reduction, as has the number of procedural requirements. Processing times and overall service completion times have also dropped considerably. These results reflect a shift toward greater government agility, digital efficiency, and a mindset rooted in preemptive service design.
By applying data analytics, AI capabilities, and a co-creative methodology with users, government departments have achieved a tangible reduction in administrative burden while enhancing user satisfaction. This transformation marks a departure from traditional service models and highlights Dubai’s commitment to delivering sophisticated experiences that anticipate, rather than react to, public needs.
Dubai Leaders Affirm Importance of Future-Oriented Governance Models
Several senior officials shared their perspectives during the award ceremony. Abdulla Mohammed Al Basti, Secretary General of The Executive Council of Dubai, commented that the General Directorate of Residency and Foreigners Affairs has transformed its services into a leading model that exemplifies ambition translated into real-world success. He affirmed that the entire programme demonstrates Dubai’s governance strength and operational clarity in implementing leadership directives.
Hamad Al Mansoori, Director General of the Digital Dubai Authority, praised the addition of the Digital City Experiences category to the programme’s awards. He described it as an essential recognition of projects that provide impactful, unified, and integrated digital experiences across government agencies, further strengthening Dubai’s leadership in digital public services.
Dr. Hazza Khalfan Al Nuaimi, Assistant Secretary General for Excellence and Government Services, explained that the programme offers a clear and comprehensive framework for designing and assessing advanced government services. He applauded the commitment of all participating entities for their contributions to Dubai’s vision of an intelligent, responsive government.
Eman Al Suwaidi, Director of Assessment and Studies at the General Secretariat of The Executive Council, highlighted that this year’s submissions showed significant progress in terms of proactive services, data utilisation, and inter-agency integration. She emphasised that the co-creation process and predictive analytics have become key pillars in the success of Dubai’s evolving government service ecosystem.
Ahsan Allah Aza’akum and the Digitalisation of Sensitive Services
The Ahsan Allah Aza’akum initiative by Dubai Police emerged as a standout model of empathetic, human-centric digital governance. By fully digitalising death-related procedures for Emirati citizens, the initiative alleviates emotional and logistical stress for families and offers a cohesive experience across agencies. Developed through strategic partnerships, the initiative uses automation and digital documentation to simplify necessary processes during a difficult time.
Other digital city experience finalists included major initiatives by the Mohammed Bin Rashid Housing Establishment, Dubai Electricity and Water Authority, and Roads and Transport Authority. These initiatives focused on automating land allocation for citizens, digital integration of electric vehicle ownership, and revamping vehicle licensing procedures respectively. Each project was evaluated on its ability to provide intuitive, interconnected, and forward-thinking services that reflect Dubai’s smart city ambitions.
Dubai Customs Sets New Benchmark in Global E-Commerce
Dubai Customs’ cross-border e-commerce initiative plays a vital role in positioning Dubai as a leading hub for international digital trade. With its focus on real-time clearance and pre-emptive service solutions, the initiative streamlines the movement of goods while enhancing compliance and security. This innovative model supports the broader objectives of Dubai’s D33 economic strategy, reinforcing the city’s role as a global logistics gateway.
Roads and Transport Authority Builds Trust with Consistency
The Roads and Transport Authority’s achievement in securing the highest public trust score for the second consecutive year highlights the strength of its customer-first strategy. Through service innovation, proactive engagement, and dependable operations, the authority has earned strong public confidence and continues to represent a key pillar in Dubai’s public infrastructure ecosystem.
