Al Marri Highlights Enhanced Efficiency, Customer Experience and Security in Next Phase.
Dubai: The UAE is not simply adapting to changes in government services but is working to shape their future, according to Lieutenant General Mohammed Ahmed Al Marri, Director General of the General Directorate of Identity and Foreigners Affairs (GDRFA) in Dubai.
Al Marri stated that the UAE Government’s upcoming announcement in November, described as its largest-ever transformation in government service design and delivery, reflects the leadership’s commitment to simplifying people’s lives and placing their needs at the heart of government innovation.
The initiative was announced by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai.
According to Al Marri, the leadership’s forward-looking approach is motivating government departments to explore new ways of designing and providing services, prioritising customer satisfaction, technological innovation and service excellence.
Al Marri emphasised that Sheikh Mohammed bin Rashid Al Maktoum’s vision continues to inspire government institutions to develop future-ready services that respond to people’s evolving expectations and aspirations.
Al Marri further noted that the UAE’s strong performance in customer satisfaction with digital government services serves as an incentive to introduce solutions that are more accessible, efficient and adaptable.
He explained that the ultimate goal is to provide government services that make a meaningful difference in the lives of citizens, residents and visitors.
Enhancing the Complete Customer Experience
According to Al Marri, GDRFA-Dubai recognises that genuine progress in government services begins with understanding every stage of the customer journey.
He emphasised that Dubai Residency is committed to leveraging advanced technology, data-driven solutions and cooperation between government entities to create more intelligent and integrated services.
These efforts aim to simplify procedures, improve accessibility and respond proactively to the changing needs of customers.
Al Marri also expressed optimism about the upcoming government transformation announcement, highlighting its potential to accelerate service development and turn the leadership’s aspirations into practical improvements that benefit the community.
Leading Change Through Innovation and Collaboration
Al Marri stressed that the next stage of government transformation will demand closer cooperation between departments, better-integrated operational systems and a workforce prepared to address future challenges.
He explained that the UAE’s objective is not merely to adapt to developments but to play an active role in driving change through innovation, institutional collaboration and forward-thinking strategies.
The upcoming transformation is expected to provide opportunities to strengthen operational performance, deliver better customer experiences and support border security while improving overall quality of life.
He added that these advancements would further consolidate Dubai and the UAE’s reputation as international examples of innovative and future-focused government services.
Setting Higher Standards for Government Transformation
Al Marri emphasised that each stage of transformation offers an opportunity to establish more ambitious goals and explore new possibilities in public service delivery.
He said government entities should approach transformation as a chance to challenge existing practices, introduce innovative solutions and continuously improve the standards of services provided to the public.
Al Marri emphasised that shaping the future of government services requires more than simply upgrading existing systems and procedures.
He explained that meaningful progress depends on developing innovative, efficient and sustainable operational models that prioritise people’s needs and ensure that every government decision and service is designed to improve their overall experience and quality of life.
