Sami Abdul Raouf (Dubai)
The Ministry of Health and Community Protection has announced that it is in the process of launching additional packages of restored services in other sectors and fields affiliated with the Ministry during the coming period, within the program of the government bureaucracy, as these packages will include priority services and a direct impact on dealers.
The ministry said, in exclusive statements to “Al -Ittihad”, that it plans to expand the use of modern technologies such as artificial intelligence and data analysis, to improve services, in addition to continuing to measure the impact and analyze the customer’s experience to ensure that services that meet their needs sustainable.
The Ministry announced the success of the second phase of the government bureaucracy program, which aims to achieve a fundamental shift in the way government services provide, so that it becomes more efficient, fast and easy, by focusing on reducing complex procedures, simplifying the requirements, and integrating digital systems to provide a customer experience free of complications.
A flexible and proactive government model
The ministry affirmed that it seeks through the bureaucracy to delight the customers by providing high -quality services with minimal effort and time, while enhancing the operational efficiency of the Ministry, in line with the vision of the UAE government in building a flexible government model and continuing to keep pace with the requirements of the future and enhance the country’s competitiveness globally.
She pointed out that she seeks to overcome all the challenges, the most prominent of which is the mechanisms for dealing with regulations that were dependent on multiple and complex procedures, which imposes the redesign of operations completely, and requires an effort from work teams and partners.
In addition to overcoming the challenges related to changing the culture of work to ensure the performance of employees according to the new approach, by organizing intensive workshops with partners and dealers to analyze the user experience, in addition to training work teams to use modern technologies.
Reducing time
In response to a question about the most prominent results of the bureaucracy program in its second phase to improve the experience of customers in the ministry, the answer was: “The Ministry reduced the number of services from 32 to 16 services only, which had an impact on improving the experience of customers, as health facilities licensing services were reduced from 11 to 6 services, while health professional evaluation services have become 3 instead of 4 services, while the biggest decrease occurred in professional licensing services, which became 7 services after 17 services.
The Ministry stated that this simplification reduced the time and effort required to obtain services, noting that the new road map to whistle government bureaucracy was based on several main axes, most notably: simplifying procedures by deleting unnecessary requirements and reducing the number of documents required, and integrating digital systems to raise efficiency and reduce the number of smart applications used.
artificial intelligence
On the role of artificial intelligence in the program, the Ministry affirmed that modern technology, especially artificial intelligence, has played a pivotal role in achieving the goals of the program, as the Ministry of Health and Community Protection employed artificial intelligence techniques to analyze data and expect customer needs, which helped design custom services that meet these needs accurately.
She said: «These technologies contributed to the automation of many operations, which reduced human errors and accelerated the provision of services. In addition to the role of digital integration between government agencies in improving the flow of information and reducing the time required to complete transactions.
The Ministry confirmed that it adopted a participatory approach in designing new services, as it organized workshops with partners and dealers to analyze their experience and understand their needs better, and this approach helped to determine the weaknesses in the current services and design innovative solutions that meet their expectations, as well as enhance the sense of customers and partners in belonging and confidence in the services provided, through their participation in the design process, which contributed to achieving positive and tangible results.
Success indicators
On the indicators of the success of the second stage of the program, the ministry stated that it measures the success of the second stage through several indicators, which helps to improve services continuously and ensure the achievement of the desired goals begins by measuring the level of customer satisfaction through periodic questionnaires and studies, and comparing the time of procedures required to obtain services before and after implementing the program, in addition to analyzing the performance of digital systems and their integration with partner authorities to measure operational efficiency, and evaluate the extent of the impact of new services on the quality of life Individuals and the efficiency of institutions’ work to learn about the societal impact.
