In a pioneering move to elevate the quality and efficiency of public services, the UAE government has launched the initiative “Community Participation in Zeroing Bureaucracy,” designed to involve citizens directly in evaluating federal ministries and agencies. The initiative aims to accelerate service delivery, reduce administrative procedures, and ensure the effectiveness of the government’s Zero Bureaucracy Program.
This innovative approach places public feedback at the heart of government evaluations, transforming citizens from passive recipients into active evaluators. Through this model, the public’s real-life experience becomes a key factor in assessing and awarding the Zero Bureaucracy Award, adding authenticity and transparency to the evaluation process, while fostering awareness about the importance of simplifying government procedures.
A Groundbreaking Model
His Excellency Mohammed Abdullah Al Gergawi, Minister of Cabinet Affairs, emphasized that eliminating bureaucracy and boosting governmental efficiency are strategic priorities for the UAE’s leadership. He noted that under the guidance of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President, Prime Minister of the UAE, and Ruler of Dubai, the government has consistently promoted community involvement as a core component in developing exceptional and future-ready public services.
Al Gergawi highlighted that the UAE government has raised the bar globally with initiatives like the Global Star Rating System for Services, the Government Excellence System, the Mystery Shopper Program, and now the Zero Bureaucracy Program. These initiatives not only transform public service delivery but also serve as global models for knowledge-sharing and innovation in governance.
People at the Core
Reiterating the UAE’s human-centered development model, Al Gergawi stressed that citizens and residents are central to every policy and initiative. The Community Participation in Zeroing Bureaucracy initiative stems from this philosophy—ensuring that government remains closely connected to the people and responsive to their needs through open dialogue and meaningful feedback.
He affirmed that the UAE public is the most accurate indicator of governmental success. By empowering citizens to assess services based on their actual experiences, the government ensures that reforms reflect real impact, aiming to streamline procedures and provide faster, more efficient services that enhance overall quality of life.
Community-Based Evaluation
The initiative promotes credibility and realism in assessing federal government bodies by integrating citizen evaluations into the core of performance measurement. It targets diverse segments of society, including individuals, businesses, entrepreneurs, retirees, and people of determination.
To qualify, evaluators must not be employed by federal government entities and must have first-hand experience with the service or agency being evaluated. These evaluators will undergo thorough training to understand the program’s goals and assessment criteria, ensuring objectivity and accuracy in their evaluations.
This comprehensive process allows the government to gather deep insights into how well bureaucracy is being reduced and the real-world effects of these changes—whether in saving time, reducing costs, or improving service quality.
Following the evaluations, the feedback will be integrated into the overall assessment framework of the Zero Bureaucracy Award, reinforcing the transparency and credibility of government performance measurements.
Driving Positive Change
Ultimately, this initiative reflects the UAE’s ongoing commitment to inclusive governance, where community participation drives continuous improvement. By transforming feedback into a strategic tool, the government is ensuring that the people it serves are not just beneficiaries but active partners in shaping the future of public services.
