Dubai Municipality has restructured 20 services used by individuals and businesses, aiming to cut down the steps customers face when dealing with government processes.
The move falls under the Services 360 Policy, which pushes government entities to review how services are delivered and direct each one to the most efficient operating model or the most appropriate responsible authority.
What actually changed
Of the 20 services reviewed, 13 had their operating models modified. This happened through integration into other services, conversion into simpler procedures or reports, or outright discontinuation where a service was no longer needed as a standalone offering.
Several building-related requests were folded into existing building licensing services. This includes requests to modify connection points, stormwater drainage points and inspection chamber levels, as well as permits for building maintenance in historic areas and interior design approvals for buildings located in historic areas.
Permits for constructing advertising structures on rooftops or vacant plots were integrated into a modification service. Requests to issue completion certificates without contractor or consultant approval were folded into the standard completion certificate service.
On the residential side, requests to implement residential land allocation orders for UAE nationals now sit within Mohammed Bin Rashid Housing Establishment services. Permits to practise agricultural activities have become instant approvals under the commercial licensing service run by the Dubai Department of Economy and Tourism.
Two services were converted into simpler formats. Renewing desert tourism camp contracts is now handled as a procedure rather than a full service, and the classification of public health pest samples is now delivered as a report.
Four standalone requests were discontinued entirely: technical reports on plots and existing structures, government entity requests to assess structural condition, attestation of certificates of conformity, and specialised training services previously offered by Dubai Central Laboratory.
Services moved to another authority
Seven specialised services have been transferred to the Dubai Environment and Climate Change Authority. These cover permits for drilling wells, environmental permits for industrial and development projects, marine data requests, permits for agricultural soil, recreational marine fishing permits, and no-objection certificates for activities in nature reserves.
Why Dubai Municipality made the change
Manal Bin Yaarouf, Director of the Customer Happiness Department at Dubai Municipality, said the restructuring reflects an ongoing customer-first review process. "Dubai Municipality continues to develop its service ecosystem from a customer-first perspective through periodic assessments that place the ease and quality of the customer experience at the forefront of our priorities. This enables us to simplify procedures and direct each service towards the most efficient operating model or responsible entity, providing customers with a clearer and more integrated experience while enhancing government performance," she said.