The UAE Strategy for Government Services 2021-2025

The UAE Strategy for Government Services outlines a transformative vision for public service delivery, aiming to make the UAE a global leader in this domain by leveraging technology, fostering innovation, and aligning with national goals. The strategy will carry out more than 28 initiatives by 2023. It will enable advanced and efficient digital services, accessible to customers from anywhere 24/7.

It will allow the provision of accurate records of customer data, ensure that data are requested only once, and create a common data-sharing platform for government entities.

Vision and objectives

• Enhance citizen satisfaction by delivering efficient, seamless, and accessible services that exceed expectations.
• Promote a digital-first approach by transitioning to a 100% proactive digital government, leveraging AI, blockchain, and other future technologies.
• Improve quality of life by aligning with the UAE’s Centennial 2071 and the National Quality of Life Strategy 2031.

Strategic pillars

• Human-centric services: Design services around individual needs and preferences, focusing on intuitive, proactive, and virtual service experiences.
• Digital-first approach: Commit to fully digital services accessible anytime and anywhere, integrating government platforms into a unified, user-friendly interface.
• Trust and transparency: Ensure safe and secure data sharing among government entities while maintaining user privacy, emphasising transparency in service outcomes.
• Collaboration with society: Engage communities in service co-creation to ensure relevance and inclusivity, fostering continuous improvement through stakeholder feedback.
• Operational rfficiency: Streamline processes to optimise resource utilisation, reduce paperwork, and emphasise outcome-oriented metrics.

The strategy places individuals at the centre of its vision, ensuring that government services are intuitive, accessible, and meet the unique needs of every citizen and resident. By focusing on seamless digital experiences, the UAE aims to create a government model that anticipates user requirements before requests are made, ensuring proactive service delivery.

One of the core aspects of the strategy is its focus on leveraging technology. Artificial intelligence and blockchain play a crucial role in achieving transparency, efficiency, and predictive capabilities in service delivery. A unified digital identity system is also integral, providing individuals with seamless access to services and enabling secure authentication processes. Furthermore, the government intends to harness big data analytics to tailor services to individual preferences, ensuring informed and impactful policymaking.

To implement this strategy effectively, the UAE has outlined a phased execution framework. The government has set specific timelines, aiming to achieve high satisfaction rates and complete digitization of services within two years. Employee capacity development is another essential component, focusing on training staff to adapt to advanced digital tools and methodologies. Flexible legislation will be introduced to support innovative service delivery models, ensuring that the legal framework aligns with technological advancements.

The anticipated impact of the strategy is substantial, both economically and socially. Economically, it is projected to increase GDP by 8% through strengthened public-private collaborations and job creation. By streamlining processes, millions of workdays can be saved annually, reducing paperwork and driving cost efficiency. Socially, the strategy is expected to enhance the quality of life for citizens and residents by providing proactive, life-event-based service packages tailored to individual needs.

Key success factors include effective change management, where communication is vital in ensuring smooth transitions to new systems. Engaging employees and other stakeholders in the process fosters acceptance and adaptability. Continuous dialogue with citizens and stakeholders ensures that services remain relevant and responsive to evolving needs. Lastly, robust infrastructure development is critical to support the seamless implementation of these ambitious service delivery goals.