Prepared by: Muhammad Al-Mahi

Local governments in the Emirates consider human capital to be a major catalyst for the country’s competitiveness and future growth, because it is based on the integration of national energies to enhance government work, raise the country’s position, and maintain its lead in global indicators. Local governments have succeeded in maintaining the country’s competitiveness in strategic sectors, amid… High regional and global competition, thanks to policies and legislation that have made the UAE a pioneering and attractive destination for investment, embodying the vision of the wise leadership for the future. In the following report, we review the laws and legislation that governments have put in place to improve their services in accordance with the state’s directions to make government services in the UAE the best in the world.

Last year, 2023, the Executive Council of the Emirate of Abu Dhabi set many government work priorities and service initiatives provided to citizens and residents, and was able to work on the continuity of the emirate’s government’s approach in achieving the priorities and vision of His Highness Sheikh Mohammed bin Zayed Al Nahyan, President of the State, “may God protect him.” By ensuring and enhancing the foundations of a decent life for citizens, including housing, education, health services, and everything that consolidates their security and stability.

His Highness Sheikh Khalid bin Mohammed bin Zayed Al Nahyan, Crown Prince of Abu Dhabi and Chairman of the Abu Dhabi Executive Council, approved the results and developments of the first phase of the “Foundational Strategy for Living,” which included the development of community facilities, under which projects worth 12 billion dirhams are being implemented.

The emirate’s government worked to immediately modernize its services system, to identify priorities for improvement in providing government services to customers in a proactive and smooth manner, which saves them time and effort, and enables them to obtain all services with high quality and efficiency.

Government agencies were able to provide more than 700 services through unified channels, which resulted in the completion of nearly 8 million transactions by customers during the past year, and the Executive Council of the Emirate transferred all Abu Dhabi government services to the “Tamm” platform, in cooperation between 33 government agencies with the aim of developing the platform. To serve as a one-stop shop for completing all government services through four channels.

In order to achieve this goal, government agencies in Abu Dhabi took simultaneous proactive steps to advance the digital transformation process. This included organizing more than 300 workshops in which 495 employees from various government agencies in Abu Dhabi participated.

Dubai and its government services have become a global symbol of the efficiency and leadership of government performance, based on the idea of ​​His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President, Prime Minister, and Ruler of Dubai, may God protect him, that the highest purpose of government work is to serve people.

Since its launch, the number of transactions in the “Dubai Now” application has reached more than 23 million transactions, including 2.6 million transactions during the first half of last year, while the number of users reached 1.1 million people, including 100,000 during 2023, according to Hind Al Nuaimi, Director of the Digital Applications Department. Acting at the Dubai Digital Government Corporation.

Last year, His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council, launched the “Dubai Future Readiness Index”, which aims to assess the readiness of government agencies in the emirate for changes, develop challenges, and identify future opportunities according to 5 main axes and 66 sub-indicators. His Highness also approved the updated government excellence system, led by the Dubai Government Excellence Programme, in conjunction with the excellence system at the federal level, with the aim of moving various government agencies to a new stage of excellence based on innovative foundations and standards.

On March 21 of last year, His Highness launched the unified platform between the Dubai government and its customers, “04”, to enhance customer participation in improving services. His Highness also launched the “Apply in Dubai” initiative, which aims to create an environment that provides opportunities for new markets, and to involve the community in efforts to design the future. Smart applications.

On April 16 of the same year, His Highness launched a new digital platform for immediate strategic communication between government leaders in Dubai and within various government sectors, developed by “Digital Dubai,” to support rapid decision-making to adopt the latest and most effective digital solutions and technologies.

On June 8, 2023, His Highness Sheikh Hamdan bin Mohammed launched the “Dubai Center for the Uses of Artificial Intelligence” in “Area 2071” in the Emirates Towers, to support local government agencies in employing future technology in a practical way in preparation for the upcoming radical transformations in various vital sectors. He also launched His Highness on June 15, the third phase of the “Dubai 10X” initiative, supervised by the Dubai Future Foundation, to develop a new methodology for the work of local government agencies, by creating a qualitative shift in the thinking of government sector employees.

The Sharjah government has achieved many qualitative achievements, under the leadership and patronage of His Highness Sheikh Dr. Sultan bin Muhammad Al Qasimi, Member of the Supreme Council and Ruler of Sharjah, during more than fifty years, as His Highness was keen to continuously guide the development of government work in various sectors, which was reflected in the position of The emirate and the decent standard of life for citizens and residents.

In November 2021, the Executive Council of the Sharjah Government launched the “Digital Sharjah” application, which is considered the most influential qualitative step in the emirate’s digital transformation project, and provides services to government agencies and institutions in their various sectors under one digital umbrella.

The services provided by the application include more than 60 comprehensive services and features for various basic life areas, provided by all government departments in the emirate.

The Sharjah government was also able to be a model for the UAE’s leadership in sustainable solutions through the Sharjah Waste-to-Energy Plant, which is an unprecedented initiative in the Middle East region, leading qualitative steps in transforming waste from a source to raise the environmental footprint of humans on the planet, to an alternative source. And great for energy production.

As for the smart speaker service “WhatsApp Business”, which was launched by the Sharjah Economic Development Department, it has contributed to enriching customers’ experience and enhancing communication channels in a smooth and simplified manner by applying best practices to provide digital services that rely on advanced systems, in line with the department’s plans to consolidate the government’s objectives to create An integrated digital environment and supporting the digital transformation process.

Also last year, His Highness the Ruler of Sharjah issued an administrative decision regarding data governance and management in the emirate, and the Sharjah Government continues to provide a work environment that enables government agencies to exchange digital data and benefit from the new generation of smart services that are characterized by efficiency, speed, and proactiveness to enrich the integrated customer experience.

Digitization in the Emirate of Ajman has brought about a comprehensive transformation in the way operations and projects are conducted, thanks to the directives of His Highness Sheikh Humaid bin Rashid Al Nuaimi, Member of the Supreme Council and Ruler of Ajman, and has become an important factor in promoting a journey of growth and development.

This digital transformation has provided customers with a smooth and comfortable digital experience, and the local departments in the Ajman government are now providing reliable digital services and solutions that are more likely to succeed and excel and are able to respond to customers’ requirements.

In 2022, His Highness Sheikh Ammar bin Humaid Al Nuaimi, Crown Prince of Ajman and Chairman of the Executive Council, launched the digital transformation program in the emirate, as a roadmap to fully digitize services and operational processes, and the Ajman Digital Department was able to complete more than 18 million transactions through the electronic connectivity platform that It was launched in 2018, with the aim of enhancing the integration of digital services provided by the Ajman Government to more than 44 partners.

Last year, 2023, the Ajman Government Human Resources Department launched a professional diploma program on “Institutional Readiness for the Future in Artificial Intelligence and Data Science,” in coordination and cooperation with the Ajman Digital Department and the (PWC) Academy, which specializes in talent and skills development, with the participation of 19 employees from the supervisory and executive category. In government agencies in Ajman.

The Umm Al Quwain government was keen to move from the concept of meeting the aspirations of customers and achieving their satisfaction with the services provided, to consolidating and enhancing the concepts of happiness, to become a practice, culture and approach to work in all its departments and institutions, through its commitment to providing services that achieve customer happiness, leading to the happiness of society.

In 2018, His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President, Prime Minister and Ruler of Dubai, may God protect him, and His Highness Sheikh Saud bin Rashid Al Mualla, Member of the Supreme Council and Ruler of Umm Al Quwain, opened the first unified government services center in the emirate. Its services are at a high level of 7 stars, as it does not take 10 minutes to complete the transaction.

In 2019, the Government Departments Complex was opened in the Falaj Al Mualla area, which provides 170 services under one roof. In the same year, His Highness the Ruler of Umm Al Quwain launched the “Smart Strategy 2019 2021”, which aims to achieve electronic and smart transformation in the emirate’s government work mechanisms and services through technical means. This facilitates the lives of citizens and residents, enhances the efficiency of government departments and supports the business sector.

As part of its efforts to enhance the adoption of smart services in accordance with the highest international standards, the Umm Al Quwain E-Government Department launched 200 smart services in various local departments, in addition to the unified financial system and human resources systems. The departments were also linked electronically with audio and video, in addition to launching the unified audit. Through the Umm Al Quwain Smart Portal for all services via one login.

Digital transformation constituted a major strategic goal for the Fujairah government, to reach the digital Emirate of Fujairah as quickly as possible, and the initiatives implemented by the emirate’s departments formed an unprecedented integrated package, in terms of size, content, and speed of application, in fulfillment of the vision of His Highness Sheikh Hamad bin Mohammed Al Sharqi, Member of the Supreme Council and Ruler. Fujairah, to enhance the desired position of the emirate in the future.

In 2015, the Fujairah government launched the smart services platform, and the Fujairah Municipality succeeded in providing its services completely 100% electronically, through smart applications available to the public.

Fujairah Municipality provides 236 services that are provided through electronic and smart service channels, which aim to facilitate all procedures related to municipal services and enable beneficiaries to access them smoothly and conveniently.

The emirate also continues its tireless efforts and hard work to effectively implement the best government practices that contribute to improving the government work system in the emirate, which is based on creativity, innovation and anticipating the future. Therefore, His Highness the Ruler of Fujairah issued Emiri Decree No. (4) of 2021, adjudicating Establishing the “Fujairah Government Excellence Program”, with the aim of raising the level of government performance in the Emirate of Fujairah, and keeping pace with international standards of excellence.

The Ras Al Khaimah government is taking rapid steps towards implementing its development strategies that are in line with the directives of the wise leadership in developing government work and digital transformation, and the directives of His Highness Sheikh Saud bin Saqr Al Qasimi, Member of the Supreme Council and Ruler of Ras Al Khaimah, and the follow-up of his Crown Prince, His Highness Sheikh Mohammed bin Saud bin Saqr Al Qasimi. .

The digital transformation strategy in the Ras Al Khaimah government is based primarily on establishing the policy and content of anticipating the future and innovation in providing distinguished government services, which are linked to modern technologies, the number of which during the year 2022 reached about 54 digital transformation projects, in addition to new projects under implementation that will be implemented during the year. Present.

His Highness the Ruler of Ras Al Khaimah issued Law No. (2) of 2023 establishing the “Ras Al Khaimah Digital Assets Oasis”, to be the first free zone in the world dedicated to digital and virtual asset companies concerned with innovation in new sectors of the future.

During the past period, the Department of Public Services recorded 4,370 digital services through its digital channels for the current year, in order to meet the needs of community members and improve their quality of life in accordance with the highest international standards. The e-Government Authority in Ras Al Khaimah provides 757 electronic services and 110 smart services in cooperation with various government agencies. In the Emirate of Ras Al Khaimah.

The Ras Al Khaimah Government Smart Application (MRAK) gives customers a smooth and unified experience when using it, as it combines ease and efficiency of use, and is also distinguished by merging and shortening many of the required steps into one step that enriches the customers’ experience.