On Tuesday, the Al Jawaher Reception and Convention Centre in Sharjah became a pivotal venue as government officials convened for the inaugural Government Development Forum. The event, attended by over 400 government employees, was themed “Together… For Better Government Services,” highlighting a collective commitment to enhance the quality and efficiency of public sector services across the emirate.
Hanadi Al Muhairi, the Director of the Government Development Department at the General Secretariat of the Sharjah Executive Council, announced the forum’s objectives and the notable initiatives stemming from it. Central to the forum’s agenda was the introduction of seven meticulously crafted government service guides. These comprehensive manuals are designed to streamline bureaucratic processes and significantly elevate customer experience, particularly in the realm of public services.
In an exclusive interview with “Sharjah 24,” Al Muhairi expressed the significant impacts these guides are projected to have. The efforts of specialized teams, dedicated to reengineering service procedures, have culminated in a remarkable achievement: a reduction of service time by an impressive 145 days. Furthermore, the initiative has successfully identified and eliminated 135 redundant touchpoints along the service delivery chain, alongside the removal of 97 unnecessary documents. Such changes not only alleviate the burden on citizens but also reflect a dynamic shift towards efficiency in government operations.
This transformative approach is rooted in the Sharjah government’s unwavering commitment to a vision articulated by His Highness Sheikh Dr. Sultan bin Mohammed Al Qasimi, the Supreme Council Member and Ruler of Sharjah. Alongside him, His Highness Sheikh Sultan bin Mohammed bin Sultan Al Qasimi, Crown Prince of Sharjah and Chairman of the Executive Council, has been instrumental in promoting a governance model that prioritizes human-centric services. Al Muhairi stressed that the ultimate objective is to construct an integrated service delivery system that places customer satisfaction at its core, thereby simplifying and expediting how government services are accessed and utilized by the public.
As the Sharjah Program for Improving Customer Experience and Accelerating Government Service Procedures advances, future phases are poised to further develop the initiatives outlined in the recent forum. Al Muhairi noted that the forthcoming second edition of the Government Services Guide will be released, focusing on enhancing interdepartmental connectivity via unified digital platforms. This step is critical in standardizing procedures across various departments and ultimately enhancing the digital customer experience.
The shift towards digital integration signifies a broader trend within the region and globally, as governments recognize the necessity of adapting to the rapidly evolving technological landscape. The emphasis on digital platforms is part of a strategic move that aligns with global best practices, ensuring that residents and businesses benefit from seamless access to services that are increasingly informed by user experience principles.
In the context of Sharjah’s broader goals for economic diversification and enhanced service delivery, the Government Development Forum serves as a vital stepping stone for future innovations. By engaging with employees at all levels, the initiative seeks to foster a culture of collaboration and shared responsibility, ensuring that the aspirations of citizens are met with responsive governance.
Moreover, these advancements are emblematic of a larger regional trend observed across the Gulf Cooperation Council (GCC) states, where rapid urbanization and a youthful population demand more efficient and responsive public services. The success of such initiatives in Sharjah could serve as a model for other emirates and nations striving to improve their public sectors amidst increasing expectations for transparency, efficiency, and customer-oriented service.
Ultimately, the efforts emerging from this forum are not merely administrative; they represent a profound commitment to reshaping the relationship between government and citizenry, fostering a sense of participation and ownership among the populace. By prioritizing service innovation, Sharjah positions itself as a frontrunner in delivering exemplary public services that resonate with the values and needs of its community.
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