Dubai reveals how 1,474 government services were transformed as DEWA wins Hamdan Flag
Dh6 billion saved as landmark Services 360 transformation programme completed
DUBAI – Dubai has completed one of its most ambitious government transformation programmes, redesigning and improving 1,474 public services over three years while delivering Dh6 billion in savings, dramatically reducing waiting times and strengthening the emirate's position as a global leader in digital government.
The achievements were celebrated at the annual Hamdan Bin Mohammed Programme for Government Services Awards 2025, where His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister, Minister of Defence and Chairman of Dubai Executive Council, honoured government entities that excelled in implementing the Services 360 Policy.
The programme, led by the Dubai Model Centre under the General Secretariat of The Executive Council of Dubai, marked the completion of the third and final phase of the Services 360 Policy, a framework introduced three years ago to redesign government services around people's needs through integration, innovation and proactive delivery.
Here are the biggest highlights from Dubai's latest government services transformation.
People remain at the heart of government
His Highness Sheikh Hamdan reaffirmed that the Government of Dubai continues pursuing a forward-looking vision centred on improving the lives of citizens, residents and visitors through faster, smarter and more responsive public services.
He said the government continuously develops strategic objectives and innovative policies that positively influence both society and key economic sectors. This is achieved through constant improvement of government services, sustained innovation and stronger collaboration between government entities working seamlessly to serve the community.
Referring to the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President, Prime Minister and Ruler of Dubai, Sheikh Hamdan said placing people at the centre of government work has guided Dubai's approach throughout the Services 360 journey.
He noted that an ambitious milestone had now been achieved following the launch of the Services 360 Policy three years ago and thanked all participating entities and teams for collaborating to improve 1,474 government services.
His Highness Sheikh Hamdan also congratulated the winners of this year's awards, including Dubai Electricity and Water Authority (DEWA), Dubai Land Department, the General Directorate of Identity and Foreigners Affairs Dubai, the Department of Economy and Tourism and DP World.
He described the completion of the Services 360 Policy as the beginning of an even more ambitious phase for Dubai's global leadership in government services and encouraged all government entities to continue creating greater impact for residents, visitors and businesses.
The highest honour of the evening, the Hamdan Flag for 2025, was awarded to Dubai Electricity and Water Authority (DEWA).
The authority secured the distinction after recording the strongest overall performance in implementing the Services 360 Policy while delivering innovative, digital and seamless customer service journeys across Dubai.
The award recognises organisations that successfully embed integrated government services while achieving measurable improvements in customer experience.
Six government entities reached the final stage of the competition after being selected from 28 participating organisations:
- Dubai Electricity and Water Authority (DEWA)
- Dubai Land Department
- Community Development Authority
- Roads and Transport Authority (RTA)
- General Directorate of Identity and Foreigners Affairs Dubai
- Dubai Police
The Hamdan Flag continues to serve as one of Dubai's most significant government excellence awards, encouraging public sector entities to develop pioneering service models that reinforce the emirate's international reputation.
Services 360 Policy delivers Dh6bn in savings
The biggest announcement during the ceremony came through the Services 360 Policy Impact Report presented by the Dubai Model Centre.
The report outlined the scale of improvements achieved during the policy's third and final phase, highlighting substantial financial savings for both customers and government entities.
Among the headline achievements were:
- Total savings of Dh6 billion
- Dh2.7 billion saved for customers
- Dh3.3 billion saved for government entities
- 96 percent reduction in waiting times
- 90 percent customer confidence in government service improvement efforts
- 85 percent reduction in required customer visits
- 61 percent reduction in service requirements
- 53 percent reduction in service processing time
- 51 percent reduction in overall service completion time
These results demonstrate the scale of operational improvements delivered through the integrated government model developed under the Services 360 Policy.
Major awards
Besides the Hamdan Flag, several government entities received awards for developing innovative public services that simplify procedures and improve digital experiences.
Best Pioneering Initiative
Dubai Land Department received the award for Tamallak+, an initiative designed to support affordable property ownership in Dubai.
The finalists included Dubai Police for its Child and Woman Protection initiative and the General Directorate of Identity and Foreigners Affairs Dubai for its Proactive Passport Renewal service.
Best Digital City Experience
The General Directorate of Identity and Foreigners Affairs Dubai won this category, presented in collaboration with the Digital Dubai Authority.
The winning Domestic Worker Regulation platform allows customers to complete related transactions digitally while significantly reducing the time and effort required.
Other finalists included Dubai Health Authority's Obtain Medical Care service and the Roads and Transport Authority's Madinati My City platform.
Shared Digital Channels Award
Introduced for the first time in 2025 in partnership with the Digital Dubai Authority, this new category recognised excellence in shared digital platforms.
The award was jointly presented to the Department of Economy and Tourism for the Invest in Dubai platform and DP World for the Dubai Trade channel.
The remaining finalists were Build in Dubai, developed by Dubai Municipality, and Dubai Now, operated by the Digital Dubai Authority.
Redesigned services
Rather than focusing on individual departments, the Services 360 Policy adopted what Dubai describes as a "whole-of-government" approach.
Across three years, 28 government entities collaborated to redesign and improve a total of 1,474 government services while achieving all programme targets within the designated timeframe.
The policy accelerated Dubai's transition towards integrated services that anticipate customer needs instead of simply responding to requests after they are made.
It also aimed to exceed customer expectations while producing measurable and sustainable improvements that compare favourably with leading international benchmarks.
The policy served as Dubai's strategic framework for continuous government service improvement, promoting cooperation between agencies instead of isolated service delivery.
Rigorous performance criteria
Winning the Hamdan Bin Mohammed Programme for Government Services Awards involves an extensive evaluation process rather than a single assessment.
Government entities are assessed against five core criteria:
- Whole-of-government approach
- Creativity and innovation
- Service delivery culture
- Sustainability of results
- Achieved impact
Customer feedback also plays an important role during the evaluation process and is considered alongside assessments conducted by an independent judging panel.
This methodology places emphasis on measurable improvements and practical outcomes rather than simply recognising new initiatives.
Next phase of Dubai's transformation
Abdulla Mohammed Al Basti said completing the Services 360 Policy demonstrates Dubai's leadership in designing integrated government services with sustainable impact.
He said the programme was built upon the vision of Sheikh Mohammed bin Rashid Al Maktoum and the directives of Sheikh Hamdan bin Mohammed, with individuals and positive impact remaining central to the continuous improvement of government services that anticipate changing customer needs.
Hamad Obaid Al Mansoori, Director-General of the Digital Dubai Authority, said the programme consistently encourages government entities to raise standards for shared digital channels and city-wide digital experiences.
He said introducing the Shared Digital Channels Award reflects Dubai's ambition to become one of the world's leading smart cities, adding that Digital Dubai will continue supporting government entities in delivering exceptional digital services.
Dr Hazza Khalfan Al Nuaimi, Assistant Secretary-General for the Excellence and Government Services Sector at the General Secretariat of The Executive Council, said Dubai's government services have reached a stage where customers can clearly experience the benefits of seamless integration between government entities.
He added that the Hamdan Flag measures real-world impact instead of processes, creating a benchmark for speed, precision and continuous improvement across government.
Eman Mohammed Al Suwaidi, Executive Director of Assessment and Studies at the General Secretariat of The Executive Council, described the Services 360 Policy as a collective achievement involving every participating team.
She said the programme provides a case study in aligning an entire government around a shared objective and emphasised that the knowledge and expertise gained during the three-year transformation should continue supporting future government service innovation across Dubai.