Hamdan Flag initiative: Dubai records Dh3.9 billion in service savings

Dubai: Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister, Minister of Defence, and Chairman of The Executive Council of Dubai, has awarded the prestigious Hamdan Flag to the General Directorate of Identity and Foreigners Affairs, Dubai, in recognition of its outstanding performance under the Services 360 policy.

The announcement was made during the annual awards ceremony of the Hamdan bin Mohammed Programme for Government Services.

Reflecting the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, the Services 360 initiative aims to reshape government delivery models around user needs and future-readiness.

“Services 360 is not just a procedural enhancement; it is a government-wide transformation that redefines the relationship between government, business, and society,” said Sheikh Hamdan.

“Every participating entity is part of Dubai’s journey toward service excellence. The Hamdan Flag is awarded for measurable, real-world impact, and the future demands even greater effort,” he added.

997 government services

“To date, 997 government services have been redesigned under the Services 360 policy, saving Dh3.9 billion including Dh2.3 billion for customers and Dh1.6 billion for government entities. I am proud of the teams who have improved public services through collaboration and integration. Every entity that has contributed to this effort is part of Dubai’s story of excellence,” he noted.

The General Directorate of Identity and Foreigners Affairs was recognised for placing the service user at the heart of every experience, embodying the one-government spirit that characterises Dubai’s public service model.

Sheikh Hamdan added: “The Hamdan Flag is awarded for real-world impact. I congratulate the General Directorate of Identity and Foreigners Affairs for transforming its services into a model of efficiency, foresight and customer value.”

Dubai Customs

He also congratulated Dubai Customs for winning Best Pioneering Initiative, and Dubai Police for winning the Best Digital City Experience. The Roads and Transport Authority achieved the highest customer trust score for the second consecutive year.

The winners were announced during the annual awards ceremony of the Hamdan bin Mohammed Programme for Government Services, organised by the Dubai Model Centre under the General Secretariat of The Executive Council.

The event was held in the presence of Sheikh Ahmed bin Mohammed bin Rashid Al Maktoum, Second Deputy Ruler of Dubai and Deputy Chairman of The Executive Council, and Sheikh Ahmed bin Saeed Al Maktoum, Chairman of the Dubai Civil Aviation Authority and Deputy Chairman of The Executive Council.

Dubai Customs received the Best Pioneering Initiative Award for its Cross-Border e-Commerce project, which enhances service efficiency and positions Dubai as a leading global hub for e-commerce through real-time customs clearance and pre-emptive solutions.

Finalists in the Digital City Experience category included: digitalisation of land grants and exchange (Mohammed Bin Rashid Housing Establishment), electric vehicle driving experience (Dubai Electricity and Water Authority), vehicle licensing (Roads and Transport Authority), and digitising death related procedures for UAE citizens in Dubai (Dubai Police).

The Roads and Transport Authority was honoured for achieving the highest customer trust score for the second year in a row, underscoring the government’s commitment to service excellence.

Evaluation process

Abdulla Mohammed Al Basti, Secretary General of The Executive Council of Dubai, said: “The Hamdan Flag celebrates government entities that create tangible improvements in people’s lives, led by proactive design, institutional integration, innovation, and a commitment to exceeding public expectations.”

Hamad Al Mansoori, Director General of the Digital Dubai Authority said: “The new addition of the ‘Digital City Experiences’ category within the Hamdan bin Mohammed Programme for Government Services reflects a genuine translation of cross-entity integration and unified government efforts under a shared vision to enhance quality of life in Dubai.”

Dr. Hazza Khalfan Al Nuaimi, Assistant Secretary General for Excellence and Government Services Sector at the General Secretariat of The Executive Council of Dubai, said: “The Hamdan Flag represents more than recognition. It marks the transformation of strategic ambition into operational excellence.”

Eman Al Suwaidi, Director of Assessment and Studies, General Secretariat of The Executive Council, said: “This year saw a marked improvement in proactive, integrated services across entities. The programme encourages continuous innovation, helping government entities redefine the customer journey using data, co-design, and digital collaboration.”

Award Highlights

Hamdan Flag: General Directorate of Identity and Foreigners Affairs — Dubai

Best Pioneering Initiative: Dubai Customs, for its Cross-Border e-Commerce project

Best Digital City Experience: Dubai Police, for digitising death-related procedures through the “Ahsan Allah Aza’akum” service

Highest Customer Trust Score: Roads and Transport Authority (RTA), for the second consecutive year

Transformative Impact of Services 360 Policy

Since its rollout, the Services 360 policy has yielded major benefits: