As part of the government's ongoing efforts to improve and re-engineer the quality of services, the Ministry of Housing and Urban Planning has developed the "Housing Request Allocation" service by transforming it into a fully automated "internal" digital procedure that immediately precedes the electronic contract issuance service. This service aims to improve customer experience, expedite transactions, and raise the efficiency and quality of services provided.
Under the developed service, operational efficiency has been increased by reducing the transaction completion period from two days to just one business day. The development process is based on 100% automation of the procedural process. Once the electronic withdrawal on the residential unit or voucher is completed, the system automatically links the address to the citizen's request to issue the contract electronically without the need for paper transactions, enhancing the speed and accuracy of government performance.
In this context, Her Excellency Ms. Amna bint Ahmed Al Rumaihi, Minister of Housing and Urban Planning, confirmed that this development aims to simplify the user journey by reducing internal procedures, saving time and effort for beneficiaries. Reengineering this procedure also contributed to reducing the required documents by 50% and reducing the required approvals by 25%, serving the aspirations of quality and transparency of housing performance.
This organizational improvement comes as an integrated technical step that begins immediately after the completion of the electronic withdrawal process, to be linked internally to the housing services system, leading to the issuance and documentation of the contract, where all operations are carried out through the technically linked systems.
It is worth noting that, as part of the government's ongoing efforts to develop and re-engineer government services, more than 1,300 government services have been documented, translated and published, 800 of which have undergone development and re-engineering in various government sectors, based on proposals and comments received regarding government services through the National System of Proposals and Complaints «Tawasul», investor comments, and confidential shopper reports for evaluating government services, in addition to launching guidelines and service level agreements This contributes to raising the efficiency of procedures, improving the quality of services provided, enhancing the beneficiary experience, and supporting the government's digital transformation process.
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