Dubai:The Government Best Practices Series 2026 was held at Jumeirah Emirates Towers, focusing on the theme 'Services 360: From Vision to Impact.' The event brought together leaders from 28 government entities to examine the impact of the Services 360 Policy on customer experience and service delivery.
According to Emirates News Agency, the forum was attended by key figures such as Abdulla Mohammed Al Basti, Secretary General of The Executive Council of Dubai, and Saeed Mohammed Al Tayer, CEO of Dubai Electricity and Water Authority (DEWA). The discussion centered on integrating successful government practices more widely.
Abdulla Mohammed Al Basti emphasized the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum and H.H. Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum to focus government efforts on people. He noted that Dubai has moved towards designing integrated, customer-centric services, enhancing efficiency and reducing requirements.
The opening panel, moderated by Dr. Hazza Khalfan Al Nuaimi, featured Saeed Mohammed Al Tayer and Lieutenant General Mohammed Ahmed Al Marri. The discussion explored service integration and customer relationship management. DEWA reported achieving 98.9% customer happiness and significant cost savings through the Services 360 Policy.
Lieutenant General Al Marri highlighted Dubai's 'Red Carpet' initiative, which has garnered global attention, and noted the city's status as a benchmark for service excellence. Between 2023 and 2025, GDRFA Dubai improved public services and significantly reduced procedural steps and service delivery times.
The policy's implementation across 28 entities resulted in decreased requirements, visits, and waiting times, with customer happiness reaching 94%. The Roads and Transport Authority showcased how connected data can anticipate customer needs, while various sessions highlighted Dubai's move towards unified service channels.
Professor Michel Morvan discussed the role of artificial intelligence in governmental decision-making. In a session titled 'Voice of the Customer: Impact on People's Lives,' customers shared their experiences, emphasizing feedback's role in service improvement.