Dubai: Dubai Municipality has launched an innovative ‘Services 360’ policy digital platform with cutting-edge technologies and a Geographic Information System (GIS) to provide its senior leaders and executives with real-time insights into customer requests and communications.
The innovative platform empowers executives to oversee the progress of specialised tasks, ensure adherence to the highest service standards, and accelerate decision-making processes. The new platform will function as an integrated control board that includes a database of various client requests, the location from which the notices were submitted, their numbers, and the channels used for the notices.
The new digital platform is a significant step towards keeping up with the evolving needs and demands of the Municipality’s customers. We are confident that this will help us keep track of all the procedures, notices, suggestions, and inquiries people make. This will help us improve institutional communication and transparency with customers as well as assist in precisely understanding their requirements.
Mr. Dawoud Al Hajri, Director-General of Dubai Municipality, shared.
“We are making continuous efforts to improve customers’ experiences with Dubai Municipality services. We aim to create a proactive service system that fulfils customer needs and offers them the best government services, further enhancing the government performance in the Emirate of Dubai,” Mr. Al Hajri added.
Mr. Wesam Lootah, CEO of Corporate Support Services Sector, stressed that the platform facilitates seamless monitoring starting from the point of initial contact with the Municipality, regardless of the notice channel employed. These channels include the Municipality’s website, various social media platforms, the municipal contact centre, WhatsApp, and the virtual assistant ‘Fares,’ for submitting notices, proposals, or service requests.
The platform is fully digitized, encompassing comprehensive customer data, the Emirate’s resident population figures, and the 320 serviced regions and public sites across various geographical locations.
Furthermore, it includes detailed statistics and customer requests specific to each region, categorized under the various application types handled by the municipality, such as inquiries, communications, observations, complaints, and service requests, all readily accessible at any given moment.