- Hosted by the Ministry of Human Resources and Emiratisation, the forum explored advancing standards in developing customer experience
The fourth edition of the Zero Government Bureaucracy Forum highlighted a series of pioneering zero-bureaucracy models presented by various government entities, as part of efforts to implement the directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE, Ruler of Dubai, to promote innovative solutions that streamline and reduce procedures needed for accessing government services.
The forum, held in Dubai and hosted by the Ministry of Human Resources and Emiratisation, featured dynamic discussions and presentations highlighting innovative and excellence-driven approaches to advancing government work, service delivery, as well as flexible thinking and governance models. Officials and representatives from various government entities, along with experts, academics, and specialists, took part in the event.
Khalil Khoori: “Zero Bureaucracy” is a comprehensive organisational culture and a guiding framework for government planning
At the opening of the forum, His Excellency Khalil Khoori, MoHRE’s Undersecretary of Labour Market and Emiratisation Operations, said: “The scope of the Zero Government Bureaucracy Programme extends beyond launching pioneering services to enhance customer satisfaction; the initiative presents a comprehensive organisational culture and an established approach to planning, which lays the foundations for a work environment free from bureaucracy and unnecessary procedures.”
“These objectives align with the government's efforts to spearhead transformation in an effort to better serve individuals and businesses, tackle global challenges facing policymakers, implement innovative and effective operational models to reduce bureaucracy, and foster integrated partnerships that enable an advanced future for governments.” His Excellency added.
“The Ministry of Human Resources and Emiratisation has adopted a pioneering, government-wide approach across all of its activities, supported by a robust digital infrastructure, highly trained personnel, and a work environment that encourages innovation,” Khoori explained. “Through its strong partnerships, the Ministry has achieved significant progress with regards to the Zero Government Bureaucracy Programme and introduced innovative service models that meet its requirements, which serves the UAE leadership’s vision by transforming labour market services.”
“The Ministry had expanded the scope of its smart services by migrating its data centre to FedNet and enhancing integration with partners through enhanced data exchange processes,” he continued. “As a result, the completion time for many transactions has been cut from days down to just minutes, with reduction rates reaching 100% across numerous services. Moreover, the Ministry has launched three dedicated bundles covering all components of the labour market, delivered through its unified ‘Work Bundle’ platform. This initiative, which was developed in cooperation with service partners, enabled the Ministry to secure one of the Zero Bureaucracy Awards.”
Mohamed Bin Taliah: The UAE Government Is developing innovative models of community partnership to achieve “Zero Bureaucracy”
For his part, His Excellency Mohamed Bin Taliah, Chief of Government Services in the UAE Government, affirmed that the UAE continues to strengthen its community-partnership approach as a core pillar for advancing government work and enhancing its efficiency. He noted that the recently launched “Community Participation in Zero Bureaucracy” initiative represents an innovative model that enables members of the public to play a direct role in assessing government procedures and services by measuring how effectively they reduce bureaucratic steps and simplify the customer journey.
“The initiative to involve the community in eliminating government bureaucracy is a significant step that strengthens the public’s role in evaluating government performance based on real outcomes. It also reflects the government’s commitment to reinforcing community partnership and leveraging user feedback to guide priorities and shape the path of development. The initiative also highlights government efforts to simplify and accelerate services, in line with the UAE Government’s vision to build a more efficient system capable of delivering world-class government services.” His Excellency explained.
Presentations and discussions
The forum featured a presentation on the assessment framework used in the Global Star Rating System for Services. The Ministry of Community Empowerment highlighted digital empowerment initiatives for non-profit organisations, while the Ministry of Energy and Infrastructure showcased its model for government integration, as well as its virtual digital centre.
For its part, the Ministry of Human Resources and Emiratisation presented a session on artificial intelligence and its role in eliminating bureaucracy.
Presentations continued with the Ministry of Higher Education and Scientific Research, sharing its experience in implementing zero-bureaucracy practices, and Emirates Health Services (EHS) delivering a presentation on the Zero Bureaucracy Health Journey, while the Federal Authority for Identity, Citizenship, Customs, and Port Security (ICP) outlined their experiences with reducing bureaucracy and highlighted their efforts and achievements.