His Highness Sheikh Sultan bin Ahmed bin Sultan Al Qasimi, Deputy Ruler of Sharjah and Chairman of the Institutional Excellence Award, attended on Wednesday evening the activities of the 6th edition of the Sharjah Police Excellence Councils, organised by the Sharjah Police in cooperation with the Institutional Excellence Award, held in Aljada.
Vision of Sharjah Police and role of AI in policing
At the beginning of the session, His Highness and attendees watched a video presentation outlining the Sharjah Police’s vision and mission to strengthen security and reinforce the concept of a safe society that protects achievements and maintains stability. The presentation highlighted the efforts of its personnel in developing security operations and enhancing performance efficiency by adopting the latest technologies and smart solutions, particularly artificial intelligence applications, contributing to faster response times, greater procedural accuracy, and supporting sustainable development in policing.
UAE Government’s Zero Bureaucracy Programme
The panel discussion, moderated by Major Ahmed Hamad Al Hammadi of Sharjah Police, began with remarks by Mohammed Rashid bin Taliah, Head of Government Services in the UAE Government. He addressed the “Zero Bureaucracy” programme and its forms, explaining that clear objectives were set for government entities, focusing on eliminating unnecessary procedures, reducing service delivery time, and addressing duplicate transactions, thereby simplifying the customer journey and enhancing government efficiency.
Bin Taliah also highlighted ongoing efforts through coordination with strategic partners from local government entities and the private sector, via joint task forces that helped develop and implement initiatives. He noted the launch of Zero Bureaucracy Awards to promote positive competition among entities and reviewed programmes introduced in recent periods to assess service centres, improve services, and enhance customer experience. He stressed that the new concept views the customer as a guest who deserves the best reception and service.
Sharjah’s model for family empowerment
Dr Khawla Abdulrahman Al Mulla, former Chairperson of the Supreme Council for Family Affairs, presented models of family empowerment, praising Sharjah’s model inspired by the vision of His Highness Sheikh Dr Sultan bin Mohammed Al Qasimi, Supreme Council Member and Ruler of Sharjah, which places people at the centre of priorities and emphasises their right to a dignified life as a cornerstone of the emirate’s development project.
She explained that this vision was reflected in policies and legislation that improved living standards and strengthened family stability. She also discussed the establishment of the Supreme Council for Family Affairs, which provided a structured institutional framework for family-related work and supported comprehensive social development goals.
Al Mulla emphasised the importance of partnerships and integration among various entities, noting that institutional cooperation is essential to achieving sustainable results that positively impact society. She added that Sharjah’s family empowerment experience is distinguished by its reliance on scientific foundations and systematic studies, which helped create qualitative initiatives with tangible positive outcomes in family stability and quality of life.
Sharjah Police excellence programme and service innovation
Brigadier Dr Tariq Jassim Al Midfa, Deputy Director-General of the General Department of Community Protection and Prevention, stressed the importance of raising awareness of programmes aimed at improving quality of life. He noted that simplifying government procedures is a key pathway to achieving strategic objectives, adding that the Sharjah Police Excellence Programme has helped promote a culture of institutional excellence and align with government initiatives, particularly the Zero Bureaucracy Programme, thereby enhancing performance efficiency and improving customer services.
Al Midfa added that development efforts extended externally through cooperation with strategic partners, emphasising the importance of programme integration, accurate performance measurement, and learning from global best practices. He also referred to service design based on customer needs through service redesign laboratories and highlighted one outcome of the Sharjah Customer Experience Improvement Programme — the “Condolence Service Package,” which aims to simplify procedures and provide integrated services that consider beneficiaries’ circumstances and ease their burden.
Sharjah programme to improve customer experience
Humaid Hassan Al Shamsi, Director of the Government Development Department at the General Secretariat of the Sharjah Executive Council, spoke about the Sharjah Customer Experience Improvement Programme, noting that it stems from the leadership’s vision to enhance government services by adopting the concept of living the customer experience and understanding their needs closely.
He explained that the programme is based on four main pillars: strategic direction, service design, development of plans and initiatives, and service transformation and quality assurance, contributing to a qualitative shift in government performance.
Al Shamsi outlined mechanisms for involving customers in service design by listening to their feedback, holding dialogue sessions, and conducting surveys to redesign services in line with their expectations. He encouraged customers to actively engage with government entities and share their opinions and suggestions, which play a key role in improving services, reducing requirements and procedures, and enhancing overall experience quality.
Objectives of the “Tamayuz” Institutional Excellence Award
Mona Al Ghawi, General Coordinator of the Institutional Excellence Award “Tamayuz”, reviewed the award’s objectives, target categories, and evaluation criteria, explaining that the award aims to embed a culture of institutional excellence and elevate performance across entities.
She noted that award categories focus on key areas including governance, enablers, and data governance, enhancing institutional efficiency and sustainability according to best practices. She also highlighted supporting tools such as the independent evaluation committee, which assessed institutions and provided constructive feedback for improvement. She emphasised that excellence has become a fundamental requirement for entities seeking to enhance performance, with employee satisfaction being a key factor in institutional success.
Audience discussions on institutional excellence and service quality
The session featured interventions from attendees, who discussed topics related to institutional excellence, community empowerment, and ways to enhance customer experience and government service quality. Discussions covered improving institutional performance, strengthening innovation culture, enhancing workforce efficiency to achieve strategic goals, and reducing procedures through integration among entities and smart solutions to ensure speed and accuracy in service delivery.
Honouring speakers and recognition of Sharjah Police initiatives
His Highness the Deputy Ruler of Sharjah honoured the panel speakers with commemorative shields in appreciation of their valuable contributions, expressing his gratitude for their insightful participation and wishing them success in their efforts to enhance customer experience in line with community aspirations.
His Highness also received a commemorative gift from the Sharjah Police in recognition of his support for institutional excellence across government entities and his attendance at the sixth edition of the Sharjah Police Excellence Councils.
Visit to accompanying exhibition and review of key initiatives
On the sidelines of the session, His Highness visited the accompanying exhibition, reviewing key initiatives adopted by Sharjah Police. These included the Digital Security Laboratory initiative, aimed at strengthening cybersecurity capabilities through advanced laboratories, and the Traffic Safety System initiative, which provides innovative solutions to enhance road safety through smart monitoring, analysis, and awareness systems.
His Highness also listened to a briefing on the Sharjah Police Excellence Programme, which focuses on building institutional knowledge, developing specialised capabilities, improving services and operations, institutional support and development, and strengthening institutional excellence and reputation.
Attendees
Also attending alongside His Highness were Sheikh Mohammed bin Ahmed bin Sultan Al Qasimi, Deputy Chairman of the Sharjah Petroleum Department; Sheikh Saud bin Sultan bin Mohammed Al Qasimi, Director-General of Sharjah Digital Department; Sheikh Faisal bin Ali Al Mualla, Secretary-General of the Judicial Council; and a number of senior officials and senior officers from Sharjah Police General Command.
