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 institutionalize a mechanism which ensures ongoing modernization 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.