Dubai: 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, affirmed Dubai’s commitment to continuously enhancing the speed, efficiency and responsiveness of government services to improve the quality of life for citizens, residents and visitors.
His remarks came as he attended the annual awards ceremony of the Hamdan Bin Mohammed Programme for Government Services 2025, organised by the Dubai Model Centre under the General Secretariat of The Executive Council of Dubai.
During the ceremony, Dubai Electricity and Water Authority (DEWA) was awarded the Hamdan Flag in recognition of its success in implementing the Services 360 Policy and delivering integrated, proactive government services.
Vision focused on people
H.H. Sheikh Hamdan bin Mohammed said: "The vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, which puts people at the heart of government work, guides our approach to developing government services in Dubai."
He added: "Today, an ambitious journey has been completed since we launched the Services 360 Policy three years ago. I thank all entities and teams for their efforts in improving 1,474 government services through the collaboration of all entities."
Winners recognised
Alongside DEWA's Hamdan Flag achievement, several entities were recognised for excellence in service innovation.
The Dubai Land Department won the Best Pioneering Initiative Award for its Tamallak+ initiative, while the General Directorate of Identity and Foreigners Affairs – Dubai received the Best Digital City Experience Award for its Domestic Worker Regulation platform.
The Department of Economy and Tourism and DP World jointly received the Shared Digital Channels Award for Invest in Dubai and Dubai Trade respectively.
New phase of government services
H.H. Sheikh Hamdan bin Mohammed congratulated all winning entities and said the completion of the Services 360 Policy marks the beginning of a new chapter in Dubai's government transformation journey.
"The completion of the 360 Services Policy, built on integration and proactiveness, marks the beginning of a new phase of Dubai's global leadership, one defined by even more ambitious goals and greater aspirations," he said.
His Highness also urged government entities to continue delivering greater impact for residents, visitors and businesses across the emirate.
AED 6 billion in savings
According to the Services 360 Policy Impact Report presented during the ceremony, the initiative delivered significant improvements across government services during its final phase.
Key results included:
- AED6 billion in total savings
- AED2.7 billion saved for customers
- AED3.3 billion saved for government entities
- 96% reduction in waiting times
- 90% customer confidence rate in service improvement efforts
- 85% reduction in required visits
- 61% reduction in service requirements
- 53% reduction in service processing time
- 51% reduction in service completion time
Whole-of-government approach
Over three years, 28 government entities collaborated to redesign and improve 1,474 government services under the Services 360 Policy.
The programme focused on creating integrated and proactive services, enhancing customer experience and achieving sustainable outcomes through coordinated efforts across government.
The ceremony was attended by H.H. Sheikh Ahmed bin Mohammed bin Rashid Al Maktoum, Second Deputy Ruler of Dubai and Deputy Chairman of The Executive Council of Dubai, along with senior officials and government leaders.
Officials emphasised that the policy's completion represents an important milestone in Dubai’s ongoing efforts to build a government model centred on innovation, integration, efficiency and measurable impact.