The Government Services Best Practices Forum 2026 opened today, Wednesday, at Emirates Towers in Dubai. Organized by the General Secretariat of The Executive Council of Dubai under the theme “Services 360 – From Vision to Impact,” the forum brings together a group of senior leaders and representatives from government entities across Dubai.
The forum reviews the results of three years of implementing the “Services 360” agenda, highlighting the outcomes, successful practices, and experiences that have emerged from efforts to develop government services. It also aims to strengthen the exchange of knowledge and expertise among participating entities while looking ahead to the next stages of improving government services and customer experience.
During the forum’s opening address, His Excellency Abdullah Mohammed Al Basti, Secretary General of The Executive Council of Dubai, confirmed that the “Services 360” policy contributed to the comprehensive and integrated development of 1,474 government services, helping reduce the time, effort, and costs borne by customers and generating savings of around AED 6 billion since its launch three years ago.
These results form part of a broader journey focused on moving government services beyond simply delivering a service toward creating a tangible and sustainable impact on people’s lives by simplifying procedures, improving the customer journey, and raising service efficiency so that services are easier and more seamless to access.
Abdullah Al Basti: Serving People Is the Priority
His Excellency Abdullah Mohammed Al Basti confirmed that the “Services 360” policy represents an integrated approach to redesigning government services from the customer’s perspective by simplifying procedures, reducing time and effort, and improving service efficiency, making services easier and more seamless to obtain.
His Excellency stressed that serving people is the first priority of government work and that the success of any service is not measured only by its delivery, but by the positive impact it has on customers’ lives and its ability to meet their needs and expectations.
His Excellency noted that every procedure that is shortened, every step that is simplified, and every service that becomes faster and easier is directly reflected in people’s quality of life by saving their time and effort and reducing the costs associated with completing their transactions.
His Excellency also confirmed that the next phase requires continuing to develop services, listening more closely to customers’ needs, and turning feedback and experiences into opportunities to improve services in ways that enhance quality of life and maintain Dubai’s leadership in government service delivery.
1,474 Government Services as Part of the Development Journey
The results presented during the forum reflect the scale of progress achieved across Dubai’s government services ecosystem over the past three years, with 1,474 government services undergoing comprehensive and integrated development.
Efforts to redesign services, simplify procedures, and reduce the time and effort required from customers have had a direct impact on their experience while also lowering the costs associated with completing government transactions. The savings achieved since the policy was launched three years ago have reached around AED 6 billion.
It also forms part of an ongoing drive to improve the efficiency of government services, reduce unnecessary procedures and steps, and provide a more connected experience that responds to the needs of individuals and businesses.
“From Vision to Impact”
The Government Services Best Practices Forum 2026 is being held under the theme “Services 360 – From Vision to Impact,” reflecting the stage reached by government service development efforts after three years of implementation and continuous work.
The forum focuses on results that have had a direct effect on customers’ lives and on the transition from setting visions and plans to measuring the actual impact of enhanced services in terms of saving time, reducing effort and costs, and improving the overall user experience.
It also provides a platform for government entities to exchange successful experiences and highlight practices that have delivered tangible results, supporting continued efforts to develop services that are easier, more efficient, and more proactive.
This approach underlines that government service development does not end with the launch of a new service or the improvement of an existing one. It also involves monitoring its impact, listening to customers, and using their experiences to drive further improvements.
Government Leaders Discuss the Future of Services
The forum features a series of expanded discussion sessions with the participation of His Excellency Abdullah Mohammed Al Basti, Secretary General of The Executive Council of Dubai; Saeed Mohammed Al Tayer, Managing Director and CEO of Dubai Electricity and Water Authority; Lieutenant General Mohammed Ahmed Al Marri, Director General of the General Directorate of Identity and Foreigners Affairs in Dubai; as well as service leaders and teams responsible for service development and customer experience across participating government entities.
The sessions focus on sharing the expertise and experience accumulated by government entities over recent years and discussing opportunities that can support further development of government services in the coming phase.
The forum also includes keynote presentations covering a range of topics, including global best practices, the future of government services, and ways to strengthen proactive service delivery so customers can access services more easily and at the right time.
These discussions provide an opportunity to present practical experiences, benefit from models that have proved successful, and expand the exchange of knowledge among service and customer experience teams across government entities.
Successful Experiences and the Voice of the Customer
The Government Services Best Practices Forum 2026 also highlights the experiences of entities that won the “Hamdan Banner” awards, in addition to experiences related to the voice of the customer, government services, and proactive services, reflecting the continued development of service delivery in Dubai.
The voice of the customer represents a central element in the development process, as everyday feedback and customer experiences help government entities better understand public needs and identify areas that can be improved or simplified.
This approach strengthens the ability of government entities to turn feedback into practical opportunities for development and to design services that are more closely aligned with people’s needs and better able to keep pace with changing expectations.
The emphasis on proactive services also reflects Dubai’s direction toward developing a government model that does not always wait for customers to request a service, but instead works to provide services in a smarter and more seamless way according to their needs.
