Monday, May 28, 2012
Gulf News
Dubai The Dubai — The Model Centre initiative to upgrade government services has been implemented successfully in five government departments in its first stage, it was announced yesterday.
The second stage of the programme will include six departments and is expected to be completed by the end of 2012, while all local government departments will be added to the final stage in 2013, Abdullah Al Shaibani, Secretary General of the Dubai Executive Council, said.
The Centre aims to empower government departments to raise the quality of their services to international competitiveness standards and is responsible for evaluation and motivation of public services and empowerment of human resources.
The pilot stage of the programme, which included Dubai Police, Dubai Municipality, Roads and Transport Authority, Land Department, and the Community Service Authority, was launched in November 2010 by Shaikh Hamdan Bin Mohammad Bin Rashid Al Maktoum, Dubai Crown Prince and Chairman of the Dubai Executive Council.
Response time
In Dubai Police, implementation resulted in reducing response time to traffic accidents, cost-cutting and enhanced customer satisfaction.
A case study of Muraqqabat Police Station’s response to traffic accidents showed that waiting time was reduced from 43 minutes to 19.3 minutes between March and May 2012.
Dubai Municipality implemented the programme to clear food shipments, which increased productivity by 63 per cent, reduced service time by 16.4 per cent and raised customer satisfaction to 94 per cent.
The RTA’s experiment with the centre was with Nol credit refunds, which resulted in reducing transaction time by 40 per cent and cutting cost by 42 to 79 per cent, depending on the card’s credit amount. The experiments of the Land Department and the Community Development Authority were equally successful.
The second phase will include the Department of Residency and Foreigners Affairs, Dubai Courts, Dubai Health Authority, the Mohammad Bin Rashid Housing Establishment, Dubai Customs and Dubai Airports.
“A team of experts was formed to evaluate the implementation of the first stage and how it improved government services in the selected programmes with the aim of developing government work in the coming years,” Al Shaibani said.
Eman Al Suwaidi, Director of Dubai — The Model Centre, said the centre’s three main tasks are encouraging and empowering government services, study and research and documentation of the experience.
By Dina Aboul Hosn?Staff Reporter
Gulf News 2012. All rights reserved.
