Hamdan bin Mohammed Award for Smart Government categories announced

The Executive Council of Dubai Government on Wednesday announced categories for the Hamdan bin Mohammed Award for Smart Government. The categories are as follows:

Best m-Government Service Category

The Best m-Government Service Award is the main category of the Hamdan bin Mohamed Award for Smart Government in Dubai. This award is based on the criteria announced in May 2013 by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai. This category aims to motivate and encourage government entities to provide innovative and creative services via mobile phones. It will ensure around-the-clock access to government services in methods that are simple, highly efficient, and not only meets customers’ needs and expectations but exceeds them as well.

Best Public Service Category

This award aims to motivate government entities to work on improving their main services in new creative and innovative ways and with a scientific and systemic approach. The award will be presented to the best main service that has achieved exceptional and continuous improvements and demonstrated excellence in performance that met and exceeded the expectations of the public through implementing pioneering and unprecedented initiatives.

Best Shared Service Category

This category aims to motivate government entities that are involved in providing main shared services to work together in order to improve these services, creatively and systematically, so that the government engine operates as a single, consistent, and coherent body. The award is presented to the best main shared service that has, through joint efforts between different government entities, made exceptional and sustained improvements and provided outstanding performance that met and exceeded the expectations of the public.

Best Public-Private Partnership Category

This category aims to motivate government entities to build partnerships with the private sector in order to provide and improve services in innovative ways and in a systematic and scientific approach. The award will be presented to the best main service that has achieved exceptional and sustained improvement and demonstrated outstanding performance that met and exceeded the expectations of the public through partnership with the private sector.

Best Internal Cooperation Category

This category aims to motivate government entities to cooperate internally and to encourage cooperation between their respective departments and sections in order to improve services in systematic and innovative methods. The award is presented to the best main service that has delivered exceptional and sustained improvements and provided outstanding performance that met and exceeded the expectations of the public, through joint cooperation between different departments and sections within the government entity.

Best Co-production with Public Category

This category aims to motivate government entities to provide their services in co-production with the public and improve them systematically and innovatively by granting the customers greater authority that would allow them to provide services for themselves or participate significantly in the service delivery process. The award is presented to the best main service that has delivered exceptional and sustained improvements and provided outstanding performance that met and exceeded the expectations of the public, through co-production.

Best Service Star Category

This category aims to motivate and reward service stars (front line staff and their supervisors) responsible for providing services through direct interaction with the public. Service Stars will be rewarded for applying the principles of public service delivery and providing the public with exceptional service that improves their experience and matches the image of the emirate of Dubai.

Best Service Centre Manager Category

This category aims to motivate and reward service centre managers/supervisors who have a clear vision of how to provide the highest levels of service and who show great commitment to the culture of public service delivery and continuous improvement. It also recognises the efforts of the managers/supervisors who participate in an exceptional and sustainable manner in raising service efficiency, enhancing customers’ experience, and optimising the performance of the centres they manage to reach exceptional levels.

Best Improvement Leader Category

This category aims to motivate and reward leaders of service improvement teams who demonstrate exceptional skills in leading the improvement team to apply the principles of Dubai Model for Government Services.

Best Improvement Team Category

This category aims to motivate and reward the improvement teams in government entities, who remarkably and sustainably participate in creating the positive change in their government entities through the effective implementation of Dubai Model for Government Services.

Best Service Centre Category

The category aims to motivate, reward, and honour service centres that achieve exceptional results according to the service centre assessment and certification system.

Public Opinion Award

The Hamdan Bin Mohammed Award for Smart Government will include a new category, called the Public Opinion Award. This category is based on a new approach to evaluating public services and will allow the citizens and expats of the emirate of Dubai to vote for the best service improvement initiative within the government. This award aims to involve the public in the service assessment process, highlighting the importance that their voices and opinions which are the real indicators for improvement in public services.

Shaikh Hamdan bin Mohammad bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council of Dubai, commissioned the launch of the Star Rating System for all service delivery channels in the Government of Dubai, including call centres, websites, smart applications and customer service centres.

This will assure Government of Dubai customers the highest level of efficiency, speed of service, and easy access to the service based on the latest and highest international standards.

The Star Rating System will determine the level of all service delivery channels used by Government of Dubai customers through assessment and classification of not only service centres, but surpassing that to other service delivery channels including traditional and modern channels, in line with the developing requirements and technological advancements in the Government of Dubai.

The Dubai Crown Prince also approved six new categories (below) for the ‘Hamdan bin Mohammad Award for Smart Government’ aimed to encourage government entities to raise the competencies of all service delivery channels and reward individuals and leaderships who contribute to achieving this strategic goal.

1- Best Website/Smart Application Leader Category

This category aims to motivate and reward employees in charge of managing customer relationships through the website/smart application of the government entity and offer direct support to customers in order to enhance their experience through using those channels. This is done through applying their understanding of public service delivery and its principles and offering exceptional customer support through those channels as befits the image of Dubai.

2- Customer Life Category

This category aims to motivate and encourage cooperation between government entities in delivering innovative solutions through shared smart applications which focus on the needs and expectations of specific customer segments and offering unprecedented service levels catered to their life events.

3- Best Shared Service Centre Category

This category aims to motivate and reward shared service centres that achieve exceptional results as per the “Assessment and Classification system for Shared Service Centres”.

4- Best Website Category

This category aims to motivate and reward websites that achieve exceptional results as per the “Star Rating System” for Government of Dubai websites.

5- Best Call Centre (for 2015)

6- Best call centre manager (for 2015)

Number One Award

“We in Dubai government know that His Highness Sheikh Mohammed bin Rashid likes to move fast, so we had to speed up the process and launch Agenda 1 now… We renew our promise to our leadership to always be number one and this will only be achieved when all government departments are working together,” said Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum.

The aim of this category of the award is to recognise the government entity that is leading the highest rate of service improvement, achieved during the year, for services included in the Number 1 Agenda. The Number 1 Agenda has been developed based on criteria that are holistic and covers all the details of the government services, including the impact of the service on the public, international competitiveness international of the emirate in different areas, as well as the requirements of the Expo 2020 in order to achieve the leadership vision in the happiness of the public and the protection of their interests.

Best New Public Service Category

The aim of this category of the award is to stimulate the creativity element in government entities by offering new public services that were not provided previously by the government entity and is not offered by another government entity. The new offered public service tackles the core business of the concerned government entity, adds substantial value to customers, and is offered in innovative ways or using unprecedented methods or techniques. The award is presented to the best new public service that has proved high in performance to meet the needs and expectations of customers, utilises resources efficiently, and contributes to achieving the smart government model.
 

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