Sheikh Mohammed bin Rashid, the Prime Minister and Ruler of Dubai, called out three government department heads for failing to fulfill their duties and violating the open-door policy.
In a social media post, Sheikh Mohammed, who is also the Vice President of the UAE, shared concerns about their actions.
While he did not disclose the officials’ names or departments, he mentioned they had “built large private offices, stationed managers and guards, and restricted public access.” These actions were justified under the pretense of a “smart” government relying on digital solutions to serve the public.
Sheikh Mohammed emphasized the importance of direct public access, instructing his secret shoppers team to evaluate all departments and report on their practices. This initiative aligns with his long-standing efforts to improve government services and boost customer satisfaction, a mission supported by the secret shoppers program he introduced in 2020.
Dubai’s Open-Door Culture and Global Reputation
Sheikh Mohammed highlighted Dubai’s 30-year tradition of an open-door culture, where public officials remain accessible. He noted, “Dubai’s success lies in serving people, simplifying their lives, and maintaining constant communication with them. These values are at the core of our government and will not change.”
Addressing those not aligned with these principles, Sheikh Mohammed warned, “We will take action to correct the course.”
Lt Gen Mohammed Ahmed Al Marri, Director General of the GDRFA, received special recognition from Sheikh Mohammed for his dedication. Praised for his warm reception, thoughtful handling of humanitarian cases, and adherence to the open-door policy, Mr. Al Marri has been instrumental in managing UAE’s visa amnesty program for overstayers.
Tackling Bureaucracy and Enhancing Efficiency
Earlier this year, Sheikh Mohammed launched a program to reduce government bureaucracy and improve service efficiency. The Zero Government Bureaucracy initiative aims to cut service times in half, eliminate 2,000 procedures, and redesign hundreds of services within a year. Bonuses of up to AED 1 million will reward top-performing employees or teams.
“Our goal is to make life easier for people and ensure they receive the best services,” Sheikh Mohammed said. He reiterated the UAE’s ambition to lead globally in government service excellence.
Monitoring and Accountability
In May 2023, Sheikh Mohammed shared feedback on the best and worst government services based on public satisfaction. Services like passport and driving license issuance were rated highly, while medical appointment bookings and education certificate attestations scored poorly.
In one instance, the director of Kalba Hospital was replaced after the facility received a poor evaluation. Underperforming services are given 60 days to improve; failure to meet standards results in job terminations or changes.
UAE Mystery Shopper Program
To further improve services, the UAE Cabinet launched the Mystery Shopper app. Available in eight languages, it allows users to rate government services and provide feedback. This data helps authorities address issues and improve public interactions.
Sheikh Mohammed’s latest actions reaffirm his commitment to ensuring a transparent, accessible, and people-centered government.
