His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of The Executive Council, awarded the prestigious Hamdan Flag to the General Directorate of Identity and Foreigners Affairs for outstanding government service delivery under the Services 360 policy. The honour recognises the Directorate's sustained effort to make its services easier to use, well-integrated, and ready for future demands.
Dubai's Services 360 Policy Drives Measurable Results
The awards were presented at the annual ceremony of the Hamdan bin Mohammed Programme for Government Services. Under the Services 360 initiative, 997 government services have been redesigned — delivering AED 2.3 billion in value for clients and AED 1.6 billion in savings for Dubai's public entities. The reforms have also achieved a 93% reduction in waiting times and the number of required site visits, while significantly cutting processing and completion cycles.
"We guarantee that our government services set the standard when they exceed the citizens' expectations," Sheikh Hamdan said. "The Services 360 strategy is transforming the delivery of service, using data analytics and making the customer the centre of the design process."
Dubai Customs and Dubai Police Recognised for Digital Innovation
Dubai Customs received the Best Pioneering Initiative award for its Cross-Border e-Commerce platform, which enables real-time customs clearance and positions Dubai as a leading global hub for e-commerce. Dubai Police won the Best Digital City Experience Award for the "Ahsan Allah Aza'akum" initiative — a digital solution that streamlines death-related administrative procedures across multiple government agencies. The initiative's second phase will expand coverage to additional population segments.
RTA Maintains Top Customer Trust Score
The Roads and Transport Authority (RTA) retained its position at the top of the customer trust rankings for the second consecutive year, reflecting its continued commitment to raising service quality standards in Dubai.
Assessment Led by Dubai Model Centre
The Dubai Model Centre led the evaluation process, incorporating expert and resident feedback to assess submissions across five dimensions: impact, innovation, integration, culture, and sustainability.
His Excellency Abdulla Mohammed Al Basti, Secretary General of The Executive Council of Dubai, said the results of the Services 360 policy reflect the strength of Dubai's governance model. Through collaboration and high levels of customer satisfaction, Dubai continues to set the benchmark for government service innovation across the region.
