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Dubai The Model Centre Reveals 8 Finalist Government Initiatives For The Hamdan bin Mohammed Program For Smart Government

The winning initiative will be chosen by popular vote between November 23 and December 7, 2017.


Dubai The Model Centre, an entity under the General Secretariat of the Executive Council, has shortlisted eight initiatives from 21 Government entities participating in the Hamdan bin Mohammed Program for Smart Government 2017.

His Excellency Abdullah Mohammad Al Basti, Secretary-General of The Executive Council, said: "There has been a significant and palpable improvement in the quality of services and customer satisfaction across several government agencies, following the clear directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE, Ruler of Dubai, and the close involvement of H.H. Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Dubai Executive Council. These government bodies have now managed to achieve leading positions in terms of excellence on a regional and global level."

"Monitoring results and measuring performance is key to the development of any organization," H.E. Al Basti continued. "The Hamdan bin Mohammed Program for Smart Government is an ideal platform to explore and learn from global practices, as well as to reflect Dubai's successful models of government excellence to the world and cement its competitive position globally. The program takes customer satisfaction to the next level, democratizing it by allowing customers to express their opinions and share their feedback by voting for the best service."

This year's nominees included, in no particular order:

DEWA's One Step Initiative

The One Step initiative allows customers to seamlessly activate electricity and water services once they receive their Ejari contract from the real estate companies. The customer receives an SMS or email from DEWA, containing the instructions for the activation of electricity and water service. Customers can also deactivate electricity and water services, and get their final bill, using DEWA's smart app or website. Customers can easily request for refund of their deposit by wire transfer or check.

Robotic Process Automation - Smart Refund by Dubai Customs

The initiative automates the verification of documents required for payment using artificial intelligence, and without human intervention. The client photographs their documents with their smartphone, then sends them directly to the system for verification. The initiative reduces cost of service from AED31.87 to AED6.21 – an 80% decrease – saving nearly AED23.5 million overall. The aim is to improve the service through artificial intelligence, reducing delivery time from 7-9 minutes to less than one minute

Montaji by Dubai Municipality

Montaji is a consumer product registration initiative by Dubai Municipality, allowing consumers to confirm the information and safety of all consumer products (Cosmetics, Perfumes, Supplements, Detergents and Biocides) available in Dubai markets.  Consumers can instantly confirm if the product is registered and compliant with Dubai Municipality regulations, just by scanning the bar-code of the product.

Dubai Health Authority's Dami Application

DHA's Blood Donation Centre launched Dami, a blood donation app that aims to make it easier to find a time and place to make a blood donation. Potential blood donors answer donation eligibility questionnaire and read pre-donation educational material through their mobile phones before donating at the center. Donors can also receive invitations for activities related to blood donation through their smart device and get notification for donation campaigns. The application will allow public to register their details to be contacted during emergencies and disasters to donate blood.

RTA's E-Hailing Services

The Roads and Transport Authority (RTA) has signed an agreement with Uber and Careem to meet the public demand for secure and reliable transport services. The initiative helped reduce estimated time of arrival (ETA) from 16 to 11 minutes.

Female Responder by Dubai Corporation for Ambulance Services

Female Responder is an initiative that provides services for women in emergency situations, taking into account the religious and social characteristics of the UAE. The initiative has reduced the waiting time from 8 to 5.5 minutes – a 31% reduction.

Community Airport Initiative from Dubai Airports

The initiative offers a platform to exchange data about airport services and operations among all concerned partners to support swift decision-making and increase the efficiency of the service. The initiative reached 100% on the accessibility index and drastically improved passenger experience at Dubai airports.

Dubai Expert by Department of Tourism and Commerce Marketing (Dubai Tourism)

"Dubai Expert" is an online training initiative for travel agents in 12 languages and 40 countries, making it accessible to a wider international travel trade audience. The initiative highlights the diverse experiences that await visitors to the emirate, from leisure and shopping, to cuisine, culture, family entertainment, and more. The initiative has increased revenue from AED2.56 million to AED3.31 million – a 22% increas

Eman Al Suwaidi, Director of Dubai The Model Centre, asserted: "The Hamdan bin Mohammed Program for Smart Government is actively shaping the future of government, embracing international best practices to achieve customer satisfaction. This year's outstanding nominees reflect the vision of the wise leadership of Dubai, who has called for prioritizing customer happiness as the foundation and prime indicator of the quality of government services."

A jury of 28 expert judges from 12 countries around the world and specializing in different sectors evaluated submissions against international standards, taking into consideration customer satisfaction and happiness, quality and speed of services, and sustainability measures. The shortlisted entries will be open for a public vote between November 23 and December 7, 2017, on

The evaluation process relies on a set of criteria that measure efficiency, effectiveness, sustainability and commitment to smart government practices. The process included one-on-one interviews with officials from government entities, with the winning entry set to be awarded with theHamdan bin Mohammed Program for Smart Government Flag.

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