Service 360: Dubai the Model Center expert advise on public sector innovation, monitoring and measurement

The Dubai Model Centre project aims to revolutionize public service delivery, enhancing efficiency and customer satisfaction through innovative models and expert global collaboration.

Date Published
18 Oct 2022
Expected Start Date
18 Oct 2022
Expected End Date
31 May 2023
Project Type
Research and Capacity Development
Project Status

The primary objective of this project is to enhance the Dubai Model Centre (DMC) in its pivotal role in realizing the "Services 360" vision outlined by the Executive Council of Dubai. This initiative aims to transform public sector services in Dubai by providing a seamless, proactive, customized, and integrated service delivery model that meets and exceeds customer expectations. The project will leverage the expertise of a multi-expert Advisory Panel, including global specialists and DMC staff, to refine and advance the DMC's innovation model, develop relevant tools and training materials, and establish robust measurement frameworks. These efforts are directed towards achieving substantial cost savings, reducing customer visits to service centres, increasing operational efficiencies within the Dubai Government, and significantly enhancing user satisfaction.


  • Take a seat on the advisory panel as established by TEC for the Project (the Advisory Panel) and attend Advisory Panel Meetings (online) as set out below and as requested by TEC (each an Advisory Panel Meeting) during the Term.

  • Assist in the update of the DMC public sector innovation model and framework for the to 360 Service vision, incl. rollout.

  • Assist in the development and review of tools and training material related to capability building and performance programs.

  • Propose strategies and methodologies for measuring and validating customer perception and insights.

  • Assist in the development and review of current approaches related to assessment (criteria, targets meeting) and recognition models to insure the vision realization.

  • Provide insights on global trends and use cases with respect to innovation models, tools, skills and capacities, service production and delivery models and ecosystems.


D1. Analysis, benchmark and recommendations for updated DMC public sector innovation model.

D2. Ongoing expertise advisory notes and input.

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