Dubai: His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, on Wednesday revealed what his secret shopper team found about how accessible top officials are for residents.
He shared the feedback on his account on X, reaffirming that Dubai is a place where “no barriers exist between us and the people we serve”.
In his post, Sheikh Mohammed said: “Over the past 30 years of government development, we have fostered a culture of open doors for the public — a culture where no barriers exist between us and the people we serve. Dubai’s global reputation today reflects its commitment to excellence and its open, human-centred working environment.”
He added: “I recently received exceptional feedback about Mohammed Al Marri, Director-General of GDRFA Dubai [General Directorate of Residency and Foreigners Affairs]. He has been praised for his warm reception of visitors, his thoughtful handling of humanitarian and exceptional cases, his constant presence among the public, and his steadfast commitment to maintaining an open-door policy.
‘Concerning reports’
“However, on the same day, I received concerning reports about three directors-general in Dubai. These individuals have created large offices for themselves, stationed managers, secretaries, and security guards at their doors, and restricted access to the public on the pretext that the government is now ‘smart’, relying on digital transactions and websites to address people’s needs.”
Sheikh Mohammed has instructed the secret shopper team to prepare a comprehensive report on all departments.
He said: “My message is clear: The foundation of our success lies in serving people, simplifying their lives, and maintaining direct and constant communication with them. These principles are the essence of our government and will never change.
For those who are not aligned with these values — we will take action to correct course.”
'Serving humanity'
In a statement on Wednesday, Lieutenant General Mohammed Al Marri, Director-General, GDRFA Dubai, said: “I recognised that true responsibility is in serving humanity after hearing His Highness Sheikh Mohammed bin Rashid Al Maktoum’s words, ‘Help people and make them happy’. This phrase has guided my actions towards ensuring the happiness and support of others. Leadership is a profound commitment to serving the nation and community, not a privilege.”
He added: “I continue to learn from the school of His Highness Sheikh Mohammed bin Rashid, fulfilling my duty to uphold trust and to give generously. Dubai’s residency is more than a service; it embodies a city that defies limits. Each efficient transaction and each smile while solving problems exemplifies the giving philosophy instilled by His Highness.
“Welcoming travellers from around the world to the UAE through Dubai Airports is a significant responsibility that demands our commitment to provide a distinguished experience that reflects the UAE’s reputation for hospitality and warmth. The reputation of the United Arab Emirates and Dubai relies on the quality of services, and we must honour this legacy.
“Dubai stands as a global model of inspiration and living, with our true success reflected in the positive impact we have on people’s hearts. We are dedicated to serving the nation and humanity, aiming to make the United Arab Emirates a symbol of generosity and compassion.”
