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This initiative is part of Sharjah’s programme to improve customer experience, which includes numerous workshops with relevant authorities. The aim is to enable smooth government services delivery with the highest quality standards, ensuring an integrated experience that meets customer needs by reducing steps, shortening completion times, and enabling digital integration.
The workshop focused on simplifying procedures for property owners of residential, commercial, and industrial buildings to obtain official demolition permits and completion certificates. It ensured integrated coordination among ten government and semi-government entities, including Sharjah Municipality (the journey owner), Planning and Survey Department, Sharjah Electricity, Water and Gas Authority, Sharjah Police General Command, Real Estate Registration Department, Roads and Transport Authority - Sharjah, Etisalat, Bee’ah Group, Municipal Affairs Department, and technical support from Sharjah Digital Department.
The “building demolition journey” comprises several sequential services starting with submitting no-objection requests to multiple authorities, obtaining approvals, completing financial procedures, paying fees and deposits, and ending with issuing the demolition permit from the competent authority.
The workshop highlighted the upgraded version of the service, which now allows customers to complete the entire process digitally on one platform—from application submission and document attachment to receiving all approvals and the demolition permit—without needing to visit any government office in person. Several fragmented services were merged and cancelled in favour of a unified workflow, linking the platform with systems of different authorities for approvals, clearances, and electronic contract issuance. This eliminated repetitive steps, reducing required documents from over 70 to only 2-4. Inspection visits were consolidated, cutting customer site visits from 12 to 5-6 times and payments from 14-16 times to just 3-4.
Participants learned about major user experience improvements, transitioning from a complex environment requiring interaction with 11 service channels and multiple locations, to a single digital channel with real-time application tracking and notifications for appointments and payments. Fee adjustments were introduced for greater flexibility, along with updates to real estate and engineering data of older buildings during the process. As a result, service completion time was reduced dramatically from 41-84 working days to just 9-11 days, marking a qualitative leap in efficiency, speed, and ease. This reduction also lowers effort, time, and costs for both property owners and contractors.
More than 30 technical, digital, and operational staff attended the workshop. They discussed current challenges in the customer journey and proposed practical, implementable solutions in a collaborative model aimed at enhancing service efficiency, reflecting Sharjah Government’s vision for more flexible, human-centric digital government services.
The workshop supports the goals of Sharjah’s Customer Experience Improvement Programme, aiming to raise the quality of government services, boost customer satisfaction, and enhance overall user experience.
The closing session was attended by key officials including Sheikh Saud bin Sultan Al Qasimi, Director General of the Sharjah Digital Department; Sultan Mohammed bin Hweidan Al Ketbi, Chairman of the Municipal Affairs Department; Mohammed Ali Al Amimi, Director General of Etisalat – Northern Emirates; Abdullah Abdulrahman Al Shamsi, Director General of Sharjah Electricity, Water and Gas Authority; Ahmed Hamad Al Suwaidi, Assistant Secretary General of the Executive Council; Ali bin Butti Al Muhairi, Director of Planning and Survey Department; along with other senior government officials and department heads across Sharjah.
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