Dubai Municipality restructures 20 services for a seamless customer experience

Dubai Municipality has announced the reorganisation of 20 services for individuals and businesses as part of its efforts to simplify the customer journey, enhance service delivery efficiency and streamline procedures. The initiative supports Dubai’s ambition to set global standards for government service quality and aligns with the objectives of the Services 360 Policy.

The development process included modifying the operating models of 13 services through integration with other services, conversion into procedures or reports, or discontinuation where a standalone service was no longer required.

Requests to modify the location of connection points or stormwater drainage points and inspection chamber levels have been integrated into building licensing services. Permits for building maintenance in historic areas and approvals for interior designs of buildings in historic areas have also been incorporated into relevant building licensing services.

The permit for the construction of advertising structures on building rooftops or vacant plots has been integrated into the relevant modification service, while requests to issue completion certificates without contractor or consultant approval have been incorporated into the completion certificate service.

Requests to implement residential land allocation orders for UAE nationals have been integrated into the services of the Mohammed Bin Rashid Housing Establishment. 

Permits to practise agricultural activities have been incorporated as instant approvals within the commercial licensing service of the Dubai Department of Economy and Tourism.

The service for renewing desert tourism camp contracts has been converted into a procedure, while the classification of public health pest samples will be provided as a report.

Dubai Municipality has also discontinued four standalone requests: technical reports describing plots of land and existing buildings or structures; requests from government entities to assess the structural condition of existing buildings and structures; requests for attestation of certificates of conformity; and specialised training services provided by Dubai Central Laboratory.

Strengthening government integration and clarifying responsibilities
As part of efforts to strengthen government integration and reduce duplication, seven specialised services have been transferred to the Dubai Environment and Climate Change Authority, providing customers with greater clarity regarding the responsibilities of each government entity.

The transferred services comprise permits for drilling wells and using groundwater; environmental permits for industrial projects; environmental permits for development and infrastructure projects; requests for marine data; permits to obtain agricultural soil; recreational marine fishing permits using rod and line; and no-objection certificates for activities within nature reserves.

Manal Bin Yaarouf, Director of the Customer Happiness Department at Dubai Municipality, said: “Dubai Municipality continues to develop its service ecosystem from a customer-first perspective through periodic assessments that place the ease and quality of the customer experience at the forefront of our priorities. This enables us to simplify procedures and direct each service towards the most efficient operating model or responsible entity, providing customers with a clearer and more integrated experience while enhancing government performance.”

Bin Yaarouf added: “The reorganisation of these 20 services reflects our commitment to understanding customers’ needs and reducing the time, effort and procedures required to access government services. Our aim is to deliver seamless, proactive and integrated services that meet customer expectations while enhancing satisfaction and quality of life.

“This approach also supports greater operational efficiency and the continuous improvement of government services in alignment with the Services 360 Policy.”

The reorganisation will enhance the efficiency of Dubai Municipality’s service ecosystem by reducing unnecessary procedures, improving service delivery pathways and ensuring that services are provided through the most appropriate operating model or government entity.

Through the continuous review and development of its service portfolio, Dubai Municipality remains committed to placing customers at the centre of service design and delivery. These efforts support enhanced service quality and operational efficiency while providing individuals and businesses with simpler and more seamless government experiences.