The General Secretariat of The Executive Council of Dubai convened the Government Best Practices Series 2026 at Jumeirah Emirates Towers, bringing together 28 government entities to assess how the Services 360 Policy has improved customer experience and service delivery.
Held under the theme "Services 360: From Vision to Impact," the forum was attended by Abdulla Mohammed Al Basti, Secretary General of The Executive Council of Dubai, along with Saeed Mohammed Al Tayer, CEO of DEWA, and Lieutenant General Mohammed Ahmed Al Marri, Director General of GDRFA Dubai.
Al Basti said Dubai has moved beyond improving individual procedures to designing integrated, customer-centred services. He described the next phase as turning those capabilities into tangible value and setting new service standards from Dubai.
Ahmed Hamad Huraimel presented results showing the policy's three phases covered 1,474 services across 28 entities. Requirements fell by 61%, visits by 85%, waiting time by 96% and completion time by 51%. Customer happiness reached 94%.
DEWA reported AED568 million in savings, 71,000 hours saved annually and 98.9% customer happiness. GDRFA Dubai cut average procedural steps from 49 to 15 and waiting time from 11.7 minutes to 1.7 minutes, lifting customer happiness from 92% to 99%.
Sessions also covered integrated services, with the Community Development Authority, Dubai Health and the Dubai Health Authority presenting their initiatives. Another session focused on shared digital channels, including DubaiNow, Dubai for Justice, Dubai Trade and Build in Dubai.
Professor Michel Morvan discussed the role of artificial intelligence in government decision-making, while customers shared experiences across health, housing and education.
News Source: Emirates News Agency
