Loading...
Loading...
His Highness the Crown Prince of Sharjah stressed the importance of continuing to work on simplifying and streamlining procedures in line with developments in community service, in order to achieve the vision and directives of His Highness Sheikh Dr. Sultan bin Mohammed Al Qasimi, Supreme Council Member and Ruler of Sharjah, that the basis of government work should be to serve people and harness their capabilities, which enhances their stability and the cohesion of society.
His Highness praised the efforts of the work teams from various government departments and entities that participated in designing and engineering the services, which is reflected in the services provided by government institutions in terms of service delivery time, required documents and procedures followed, in addition to enhancing the culture of quality, building employee capabilities and advancing government work towards pioneering horizons.
His Highness the Chairman of the Sharjah Executive Council pointed out that the directives to the work teams are always aimed at facilitating individuals and institutions, accelerating services, and reducing procedures and requirements, in addition to launching proactive services and completing them in an integrated manner, which is reflected in meeting the aspirations of society, continuing its development and well-being, enhancing the various sectors in the Emirate, and excellence in government performance.
His Highness listened to an explanation of the efforts and steps taken by representatives of departments and authorities to develop government services, and identify priority and most requested services to simplify their requirements and procedures, which reflects on the quality and efficiency of services in local government institutions, in addition to future plans to develop and improve the customer experience, as these improvements and developments in services come as a first stage, with work to be done on many government services during the next stage.
His Highness the Crown Prince of Sharjah was briefed on the details of the project, which aims to obtain government procedures through a unified platform that helps reduce the points of contact that the customer is exposed to with various government entities, and reduce procedures to become smoother, in addition to shortening the duration of completing the process, reducing the documents submitted, the number of times of payment and inspection visits, visits to government entities, and service channels to complete the various stages of the service.
His Highness listened to a detailed explanation of the government development project, which went through several stages, starting with the launch of the first edition of the Government Services Guide, determining the strategic direction in developing services, working on unified questionnaires for customer satisfaction with government services, and finally approving the Customer Relations Management Project, training the entities and the call centre on its use, qualifying and training the design and service development teams, developing the electronic platform for the Government Services Guide, in addition to workshops for designing and developing priority services, and forming customer experience teams in government entities.
His Highness the Chairman of the Sharjah Executive Council was briefed on the results of the government services design and development workshops, which addressed 6 priority services, reducing 145 working days from the customer’s journey, cancelling 100 points of contact, and reducing the number of 97 documents that were requested from the customer, in addition to training 65 employees on designing and re-engineering services, with the participation of 26 government entities and 140 customers.
His Highness was briefed on the details of the 6 priority services that were selected, re-engineered and developed for the customer journey, which are part of the first phase: issuing a certificate of completion, issuing a commercial licence, fixing signs and determining levels, mortgage service, requesting information on sewage services, and the death of a family member journey (condolence package).
His Highness the Crown Prince of Sharjah viewed the comparison between the previous customer journeys and the developed journeys on priority services. In the service of issuing a certificate of completion, the service completion period was reduced from 96 days to 21 days in its first phase. In the service of issuing a commercial licence for activities related to restaurants and cafes, the number of customer visits to the authorities was reduced from 39 visits to submitting them electronically without the need to visit any centre or authority, the number of inspection visits from 5 visits to 2 visits, and the required documents were reduced from 85 documents to 25 documents.
His Highness also reviewed the improvements to the customer journey for the mortgage service, which reduced the number of visits to internal departments from 5 visits to submitting them electronically without arriving at the department’s headquarters, and reduced the time for providing the service from 13 minutes to 4 minutes. As for the service of installing signs and determining levels, which is concerned with placing signs on the boundaries of the project land and determining its levels, it was provided as a proactive service provided after issuing the building permit without the need to submit it from the concerned party, and reduced the time to complete the service from 4 days to 2 days and the contact points from 12 points to 5 points.
His Highness listened to the improvements that have been made to the customer’s journey to obtain information on sewage services, including information on studying sewage networks, rainwater drainage networks, irrigation networks, and main treatment, where the number of approvals has been reduced from 8 to one approval, and the service provision period has been reduced from 15 working days to 3 working days, in addition to the required documents from 6 documents to 3 documents.
His Highness the Chairman of the Sharjah Executive Council was introduced to the "Condolence Package", in which 13 government entities participate, and aims to facilitate the deceased's family through a comprehensive central platform that provides services and burial procedures on behalf of the customer, as the number of channels has been reduced from 16 to two, and the completion period has been reduced from 20 days to one day. The package begins its services immediately after the operations centre receives a report stating the death of a person outside the hospital, where the location of the report is determined and an ambulance is dispatched, leading to the issuance of the necessary permits for burial, issuing a death certificate, communicating with the washermen, setting the time of prayer, or coordinating with the responsible authorities in the event of burial outside the country, embalming centres and shipping companies.
The “Condolence Package” also provides social support to the deceased’s family through telephone contact with the concerned parties, determining their needs and studying their case, in addition to coordinating to provide mourning tents or suburban councils during the mourning period. The package is automatic without the need to communicate with the various parties, to ease the burden on the deceased’s family.
At the end of his tour, His Highness the Crown Prince of Sharjah addressed the work teams, thanked them for their efforts and took photos with them.
The design and development of government services is the result of a series of government labs organised by the General Secretariat of the Sharjah Executive Council in order to design a better customer journey, achieve the objectives of the “Development of Government Services” project, and develop future visions and models for them based on precise steps and a specific and short time period. The labs witnessed discussions that study the reality of services, gather solutions and proposals, review best practices, and anticipate the future, through workshops that bring together the public and private sectors to redesign and develop services in a number of government entities, to make development and healthy change the basis for providing services based on an ongoing culture whose foundation is the customer.
The tour was attended by His Highness the Crown Prince of Sharjah, Sheikh Mohammed bin Saud Al Qasimi, Chairman of the Sharjah Finance Department, Sheikh Khaled bin Abdullah Al Qasimi, Chairman of the Sharjah Ports, Customs and Free Zones Authority, Sheikh Salem bin Abdulrahman Al Qasimi, Chairman of the Sharjah Ruler's Office, Sheikh Khalid bin Issam Al Qasimi, Chairman of the Sharjah Civil Aviation Department, Sheikh Fahim bin Sultan Al Qasimi, Chairman of the Department of Government Relations, Sheikh Mohammed bin Humaid Al Qasimi, Chairman of the Department of Statistics and Community Development, Sheikh Majid bin Sultan Al Qasimi, Chairman of the Districts Affairs Department, Sheikh Saud bin Sultan bin Mohammed Al Qasimi, Director General of the Sharjah Digital Department, and a number of senior officials, heads and directors of government departments and entities and representatives of the entities.
For an optimal experience, please
rotate your device to portrait mode.
