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Dubai’s digital transformation offers unique blueprint for cities of tomorrow

DUBAI, 6th September, 2023 (WAM) — Over the last half a century, Dubai has undergone a metamorphosis that is unparalleled among the world’s cities. Guided by the vision of its leaders, the city has leapfrogged development stages to not just keep pace with global advancements, but also become a trailblazer, setting new benchmarks in trade, investment, entrepreneurship, and innovation.

Today, Dubai has emerged at the forefront of shaping the world’s future with an ambitious plan for deploying advanced technologies. At the heart these aspirations is a visionary roadmap for the development and implementation of digital technologies.

Dubai’s digital journey commenced more than two decades ago, when it launched its pioneering e-government initiative in 2000. This was followed by the Smart Government initiative in 2013, and a comprehensive digital programme that eliminated paper transactions by the end of 2021. Now, Dubai is transitioning into its next phase, with the aim of strengthening its emergence as the global capital of the digital world. As cities around the globe scramble to integrate smart technologies into their infrastructures, Dubai is already multiple steps ahead, with initiatives that are setting the gold standard for the digital transformation of cities.

Today, the emirate’s government services have reached a digitisation rate of 99.5 percent, while its paperless government objective has been achieved 100 percent. Digital transactions currently account for 87 percent of total government service transactions. More than 120 government smartphone applications have been developed, while government entities have recorded a compliance rate of over 80 per cent with cybersecurity indicators and 100 percent compliance with the Dubai Data Law.

Comprehensive roadmap
Driving the new phase of Dubai’s digital ambitions is a comprehensive strategy launched by the Dubai Digital Authority, the organisation that is spearheading the emirate’s digital agenda. Established in June 2021, the Dubai Digital Authority's mandate is to develop, execute, and supervise strategies to enhance Dubai’s IT infrastructure, data management, digital transformation, and cybersecurity. Operating as an integrated body, the Authority synergises the expertise of the Dubai Electronic Security Centre, the Dubai Data and Statistics Establishment and the Digital Dubai

Government Establishment
The Authority’s new strategy seeks to harness the power of data, innovation and smart solutions to enhance the quality of life of its citizens and residents, and build an advanced digitally enabled economy and society. The roadmap focuses on seven critical pillars: the Digital City, Data and Statistics, Cybersecurity, Digital Competitiveness, Digital Economy, Digital Talent, and Digital Infrastructure. Each pillar was carefully conceived to generate meaningful economic, social, and environmental outcomes.

Global model for digital governance
Hamad Obaid Al Mansoori, Director-General of Digital Dubai, said, “Dubai is on course to usher in an advanced digital future and raise its status as a global exemplar for digital governance, in line with the ambitious objectives of the Dubai Economic Agenda D33, and the aims of the ‘We The UAE 2031’ vision. Empowered by the far-reaching vision of our leadership, we are building a dynamic digital economy, underpinned by agility, ingenuity and innovative use of digital technologies. Dubai’s new digital strategy provides a model for digital governance for the cities of tomorrow and creates a strong foundation for a comprehensive digital life.”

The implementation of these goals is being monitored through a robust framework of strategic indicators and performance metrics, ensuring alignment with Dubai’s key objectives. The ‘Dubai Transaction Index’ serves as a real-time barometer of government efficiency. The Index not only furnishes the leadership with a panoramic understanding of service performance across government entities but also allows customers to monitor the services rendered to them.

“By using such metrics, we aim to expand the digital economy by an exponential 200 percent, improve the quality of the digital experience by a minimum of 90 percent, raise Dubai's ranking in the United Nations’ Local Online Service Index (LOSI), and proactively create 50 integrated digital city experiences that are seamless, interconnected and high-impact,” Al Mansoori said.

Building digital capacities
The upskilling of Emirati talent plays a significant role in accelerating Dubai’s digital transformation. This endeavour is supported by collaboration and engagement with a diverse range of government entities. “At Digital Dubai, we are committed to constantly nurturing local professionals to ensure we maintain the highest technological competence. Our strategy aims to train and qualify more than 50,000 Emiratis in advanced digital skills,” Al Mansoori noted.

Further supporting Dubai government entities in raising their digital capabilities is the “Digital Maturity Policy” that offers a comprehensive framework for digital management best practices. The policy includes a maturity model designed to guide these entities in enhancing customer satisfaction, operational efficiency and productivity leaps.

Strong infrastructure
Dubai's digital transformation journey has always had a strong focus on robust infrastructure. The ‘Dubai Digital Cloud’ project launched by HH Sheikh Hamdan bin Mohammed in July marks a significant advancement in this area, serving as a catalyst for transforming Dubai’s government into a unified, smart ecosystem. Developed through a collaboration between Digital Dubai, government agencies, and key industry leaders like Moro Hub and Microsoft, the initiative creates an integrated platform that provides government entities with access to cloud services, such as storage, computing, and networking.

Moro Hub contributes to the project by offering cloud services through its Moro Cloud platform. Incorporating global best practices, the platform reduces overall IT costs for Dubai and accelerates digital transformation by providing a suite of emerging technologies and cutting-edge services. Microsoft complements this with its Azure cloud computing platform and specialised platforms for government entities, all of which ensure top-tier security, governance, and compliance.

The project’s multi-cloud architecture offers a blend of private and public cloud solutions that allow government entities to choose the services that best suit their needs. What sets the Dubai Digital Cloud apart is its status as a ‘sovereign cloud’ marked by the highest standards in cybersecurity, efficiency and resilience. The initiative helps seamlessly integrate the government’s operations into a cohesive, intelligent system, turning the concept of a unified government into reality.

Digitally-enabled community
Dubai’s digital strategy has given citizens and residents many tools that make their daily lives easier. The growing use of digital apps like Dubai Now is a testament to the city’s rapid advancements in fostering a digitally-enabled life. With this application, citizens and residents can gain access to more than 170 public and commercial sector services from more than 35 organisations, all at their fingertips, saving them considerable time and hassle. Paying for parking, applying for a visa, filing a police report, recycling waste and reporting a traffic accident are just some of the services that the Dubai Now app offers.

With over 23 million transactions worth more than AED12 billion since inception, Dubai Now has set new benchmarks for seamless single-window digital services. In the first half of 2023 alone, the app processed about 2.6 million transactions, compared to 2.1 million transactions in the same period in 2022, a year-on-year growth of 24 percent. To further enhance customer satisfaction, the Dubai Digital Authority has deployed biometric happiness detection systems and environmental wellbeing sensors to obtain real-time data on public sentiment and environmental conditions, respectively.

A rich digital experience
The Dubai Digital Authority has implemented several new initiatives that are redefining urban life in the digital age. Powered by advanced AI and ChatGPT capabilities, the recently introduced enhanced version of Dubai's official portal, Dubai.ae, offers convenient access to a wide array of information and services for both local residents and global users. Covering sectors like healthcare, education, events, tourism, investment, residential facilities, family matters, transportation, communications, and real estate, it serves as a unified hub for diverse needs.

The platform features a specialised section dedicated to E-participation in Dubai, reflecting the city's strong commitment to engaging residents in shaping city services and policies. By providing a dedicated space for discussions and sharing ideas and suggestions, the portal creates the feedback loop necessary for raising the quality of life of Dubai’s residents.

The Dubai Data and Statistics Establishment’s ‘Dubai Dashboard’ provides decision-makers with instant access to an array of reliable, up-to-the-minute city indicators. This includes key metrics such as population trends, the Platform 04 index, happiness levels, business license data, tourism statistics, foreign trade volume, real estate transactions, and the Dubai Cybersecurity Index, among others.

The “Digital Harmony” initiative seeks to enhance the synergy between individuals and digital products and services in Dubai. The Authority’s “Digital City Experiences” programme, conceived in collaboration with The Executive Council of Dubai, the Dubai Government Human Resources Department, the Supreme Legislation Committee, and the Dubai Department of Finance aims to create a unified digital ecosystem that offers consistent digital experiences to citizens, residents, visitors and entrepreneurs. The initiative seeks to connect fragmented digital services in Dubai, consolidating them into an integrated system that values privacy, is user-centric and provides them with options.

As part of enhancing the digital experience, Dubai has provided free Wi-Fi across the city. Dubai boasts an extensive network of over 23,600 free Wi-Fi hotspots, located across a diverse array of public spaces and facilities. These hotspots offer nearly ubiquitous coverage, encompassing the majority of Dubai's metropolitan expanse.

As Dubai forges ahead in creating a new digital future, powered by the Dubai Digital Authority’s comprehensive new strategy, the city has not only solidified its place as a global digital leader but also created a blueprint for the cities of tomorrow. With initiatives that redefine city life, tap the power of data, and enhance well-being, Dubai is building a digitally empowered community that is unmatched in the worldwide urban landscape.

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Emirates

World Free Zones Organization Launches its New Corporate Identity

The World Free Zones Organization (World FZO) has launched its new corporate identity, which coincided
with its 10th anniversary. The launch came during the 10 th World Free Zones Organization (World FZO) World Congress in Dubai held under the theme ‘Zones and the Shifting Global Economic Structures – Unlocking New Investment Avenues’, In conjunction with the launch of its new corporate identity, the World FZO announced its new vision, mission, and purpose. Its new vision focuses on driving global economic progress, sustainability, and inclusive growth through empowered free zones, setting the benchmark for economic advancement. As part of its new mission, the World FZO aims to engage with free zones from around the world by supporting them through knowledge
sharing, networking, advocacy, and consulting, enhancing their positive impact and contributions to economic and social development in their respective countries.
The World FZO reaffirmed its commitment to its core values while enhancing its approach by adopting the
latest practices and keeping pace with rapid global changes. This forward-thinking approach enables the
organisation to reshape prevailing perceptions and highlight its distinctive and innovative methods.
With its new identity, the World FZO also emphasise its dedication to launching purposeful and transparent initiatives that solidify its role as a catalyst for positive change on the global stage.
The organisation’s new corporate identity represents its three strategic pillars: Impact, Influence, and Trust. Its focus on Impact will drive sustainable growth and effectiveness, ensuring that free zones remain at the forefront of socio-economic development and innovation. Under its second pillar, Influence, it seeks to shape the future of global trade and investment by advocating for policies that foster growth and opportunity for businesses and communities. Furthermore, by building Trust, the organizations will reinforce its role as a steadfast ally, providing the advocacy needed to navigate an increasingly complex and evolving global landscape. The organisation’s key objectives for its new phase include opening new investment horizons and reinforcing social contributions by supporting net-zero initiatives.
The World FZO remains focused on fostering trade relations and partnerships between economic zones in its member countries, while broadening its activities to encompass emerging economic sectors. These sectors align with the demands of the era, including artificial intelligence, digital trade, the Fourth Industrial Revolution, and advanced technologies.

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Emirates

Dubai Customs Launches Innovative Training Program to Enhance Emiratisation Efforts

– Specialized Vocational Program Under "Masar 33" Aims to Train and Employ 80
Citizens
– Sultan Bin Sulayem: Our Plans Align with National Vision and Goals
– Abdulla Mohammed Busenad: A Strong Commitment to Supporting
Nationalization Efforts in the UA

Dubai Customs is launching a significant initiative to train and employ 80 new high school graduates as “Customs Inspectors.”in line with the vision of the Dubai government and contributing to the goals of the Dubai Economic and Social Agenda, along with the leadership’s commitment to invest in citizens and increase Emiratisation rates.
This initiative is part of the department’s commitment to enhance the participation of citizens
in the economic development process and to support the UAE Centennial 2071 Plan goals
by investing in the youth and equipping them with the skills and knowledge necessary to
keep pace with global changes. The department has allocated a vocational program in
customs inspection for candidates selected from Ru’ya Careers UAE 2024, providing them
with professional training for seven months both domestically and internationally before they
take up available positions. This initiative is part of the pioneering “Masar 33” program
designed to meet Dubai’s agenda goals by mobilizing all resources and development plans
to ensure the highest quality of life for citizens in the emirate. “Masar 33″aims to enhance
the competitiveness of Emirati talent through various initiatives, professional programs, and
scholarships, establishing Dubai Customs as a cornerstone for advancing the national
human development system, boosting its efficiency and productivity, and increasing its
participation in economic sectors to meet Dubai’s leading aspirations for the future.

Program Objectives:
The vocational program aims to nurture and train new high school graduates by enhancing
their professional skills in line with the Dubai government’s vision. It seeks to integrate
citizens into the labor market from early stages, ensuring their future success and
competitiveness. Additionally, it focuses on building the capabilities of customs inspectors on
scientific and advanced training foundations to address security risks and protect the
community and economy from customs evasion and smuggling, achieving a 100%
nationalization rate in customs inspection at Dubai Customs.

Active Participation:

H.E. Sultan bin Sulayem, DP World Group Chairman & CEO and Chairman of Ports,
Customs and Free Zone Corporation, stated that the organization is committed through its
various initiatives and programs aimed at training and qualifying citizens to actively
contribute to the success of the UAE’s national vision, which is fundamentally based on the
Emirati workforce. He praised Dubai Customs for diversifying its projects in line with the
Dubai government’s plan and its social and economic agenda, enhancing the
competitiveness of citizens in the labor market for both the public and private sectors under
an ambitious strategy to encourage and promote nationalization policies.

Attracting Citizens:
H.E. Dr. Abdulla Mohammed Busenad, Director General of Dubai Customs, emphasized that
the department provides a range of specialized programs at the highest levels to attract
young citizens and involve them in the development process. Through “Masar 33” which
aligns with the objectives of the Dubai agenda and the leadership’s vision for enhancing
nationalization in both the public and private sectors, the programs enable citizens to gain
knowledge, field experience, and technical skills necessary for joining the labor market
through the approved career path. He noted that the initiative to train recent high school
graduates in customs professions builds upon Dubai Customs’ previous achievements in
qualifying citizens and the positive results attained through a series of diverse programs
covering the most in-demand job sectors. The department remains committed to enhancing
the efficiency of citizens and providing them with the professional opportunities they seek,
reinforcing its commitment to supporting nationalization efforts in the UAE.

Four Pillars:
Mohammed Al Ghaffari, Executive Director, Human Resources Division at Dubai Customs,
announced the opening of applications for the customs inspector training program during the
Ru’ya Careers UAE 2024 and provided the link to the official Dubai Government Jobs
website. The program is designed around four main pillars: digital skills programs, behavioral
programs, customs science programs, and security programs, alongside practical training in
the department’s customs centers and external training in collaboration with strategic
partners, which includes a comprehensive professional guidance program. He stated, “The
programs provided by Dubai Customs are increasingly popular among young citizens,
confirming the success of the department’ efforts in attracting national talent to shape future
leaders in customs work through various academic and specialized professional paths. This
offers new graduates the opportunity to qualify for roles in Dubai Customs, with 80 vacancies
allocated for graduates of the customs inspector training program.”

 

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Emirates

DCO Secretary-General commends Global Digital Compact at Summit of the Future

Deemah AlYahya, Secretary-General of the
Digital Cooperation Organization (DCO), said that “the digital divide the world faces today is
multifaceted, encompassing gaps in digital intelligence, computing capabilities, gender, and
skills,” in a speech at the Summit of the Future held during UNGA79 in New York.
In her speech, delivered after the UN General Assembly adopted the & Pact for the Future’ and the
‘Global Digital Compact’, AlYahya warned that “The AI and computing divide represents a
significant barrier, as some nations advance rapidly in AI innovation and deployment, while
others struggle to keep pace.
At the same time, the gender digital divide continues to limit women’s access to technology and
opportunities, and the skills divide leaves many without the digital competencies essential for
success in a fast-evolving economy. If we do not address these interconnected challenges, we
risk leaving entire communities behind.”
AlYahya praised the Global Digital Compact for “lays out an ambitious roadmap for an
inclusive, open, sustainable, fair, safe and secure digital future for all,” emphasizing that “It is a
bold vision, but the real challenge is translating these goals, principles, objectives, and
commitments into action, especially as we strive to achieve the SDGs.”
AlYahya highlighted that “at the Summit of the Future, the DCO proudly launched the Digital
Economy Navigator (DEN), an innovative tool that provides detailed insights on digital economy
performance across 50 countries. This initiative is just one of the many ways we are turning the
principles of the Global Digital Compact into action.”
She explained that “while DEN is a vital resource, it is only the beginning. In the spirit of
networked multilateralism, we must foster collective efforts to the GDC’s ambitious goals,
objectives, and commitments. I call upon every country, organization, and individual to join
forces in this critical endeavor.”
The Digital Economy Navigator (DEN) evaluates digital economy performance through three
intersecting dimensions: Digital Enablers, Digital Business, and Digital Society. Within these
dimensions, 10 pillars synthesize and summarize key aspects of countries’ digital economy, and
use of digital technology application from 102 indicators gathered from respected secondary data
sources, in addition to proprietary survey data of more than 27,000 participants across the 50
countries.
In addition to the launch of the DEN, on the sidelines of UNGA, DCO signed an agreement with
the United Nations Development Program (UNDP) to enhance digital cooperation and accelerate
digital transformation across the world, to support efforts aimed at achieving the United Nations
Sustainable Development Goals by 2030.
It also signed a memorandum of understanding with the League of Arab States (LAS) to
accelerate the inclusive and sustainable digital economy, enhance relations and exchange experiences and knowledge, and accelerate the process of digital transformation and economic development.

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