Hamdan bin Mohammed: Unified service model boosts gov. excellence

Leadership-driven transformation

Speaking at the awards ceremony, Sheikh Hamdan emphasised that the Services 360 initiative reflects the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum. He noted that the policy goes beyond procedural enhancements, representing a comprehensive, human-centric transformation that strengthens collaboration between government, business, and society. The initiative has already led to significant cost savings for both customers and government entities, while redefining service experiences across Dubai.

Celebrating a culture of innovation

The General Directorate of Identity and Foreigners Affairs was praised for placing users at the core of its service model, reflecting Dubai’s commitment to a unified government approach. Sheikh Hamdan congratulated the team for transforming its operations into a model of foresight, efficiency, and value for the public.

In addition to the Hamdan Flag, several other government entities were recognised for their contributions. Dubai Customs received the award for Best Pioneering Initiative for its work in streamlining cross-border e-commerce through real-time customs clearance and proactive solutions. Dubai Police was honoured for delivering the Best Digital City Experience through a new initiative that digitises procedures related to death, developed in partnership with multiple government entities. The Roads and Transport Authority was acknowledged for achieving the highest level of customer trust for the second year in a row.

Impact of services 360 policy

The Services 360 policy has brought about major improvements in government service delivery. It has reduced wait times, minimised the number of visits required, simplified service requirements, and significantly shortened processing and completion times. These outcomes highlight the effectiveness of Dubai’s strategic approach to unified, data-driven governance.

Recognition of top performing government entities

A diverse group of government organisations were shortlisted for the Hamdan Flag based on their efforts in service transformation. These included authorities in energy and water, community development, housing, policing, tourism, customs, and municipal services. Each demonstrated strong alignment with the core principles of the Services 360 policy and a commitment to improving the lives of Dubai’s residents.

Advancing Digital City Experiences

The award for Best Digital City Experience focused on groundbreaking initiatives in digital transformation. Dubai Police stood out for its comprehensive approach to streamlining citizen services. Other finalists in this category included projects in land grant digitalisation, electric vehicle services, and vehicle licensing — all reflecting the drive toward a more connected and efficient digital ecosystem.

Endorsements from government leaders

Key government leaders praised the continued progress of Dubai’s service transformation. Abdulla Mohammed Al Basti described the Services 360 policy as a clear reflection of strong governance that turns visionary leadership into tangible outcomes. Hamad Al Mansoori highlighted the introduction of the Digital City Experience category as a significant step in showcasing cross-entity collaboration. Dr Hazza Khalfan Al Nuaimi reinforced the idea that the programme has become a powerful framework for operational excellence, while Eman Al Suwaidi emphasised the ongoing improvements in service integration, co-design, and digital collaboration.

A future focused on excellence

The Hamdan bin Mohammed Programme for Government Services continues to set new benchmarks by integrating customer feedback, innovation, and sustainability into government performance. With unified efforts and a focus on digital advancement, Dubai is shaping the next generation of public service experiences.