As part of the government’s efforts to enhance service quality and re-engineer processes…
As part of the government’s ongoing efforts to develop and re-engineer the quality of services, the Ministry of Housing and Urban Planning has developed the home renovation request service procedure by transforming the process of verifying citizens’ data from a manual procedure to an automated electronic procedure, which contributes to accelerating the study of requests, raising the efficiency of procedures, and improving the quality of housing services provided to citizens.
Under the improved service, the service completion time has been reduced from 20 working days to 5 working days, and the service level agreement duration has been reduced by 25%, in addition to standardizing the information published about the service in various channels, by directly verifying the applicant’s data, instead of the manual verification procedures previously in place.
In this context, Her Excellency Ms. Amna bint Ahmed Al Rumaihi, Minister of Housing and Urban Planning, affirmed that developing the procedure comes within the Ministry’s ongoing efforts to simplify and improve the efficiency of internal procedures, which directly impacts the speed of completing citizens’ transactions and contributes to providing a smoother and clearer experience for those wishing to benefit from the home renovation request service.
Minister Al-Rumaihi explained that the re-engineering of the procedure aims to achieve 100% electronic transformation, which will enhance the accuracy and transparency of procedures and raise the level of integration between the concerned parties.
The improved process is based on four main steps, beginning with the citizen accessing the service using an electronic key and submitting a home renovation service request. This is followed by a review of the request by specialists, electronic verification of the data, and finally, a fully automated process for accepting or rejecting the request. These improvements to the home renovation service request acceptance procedures reduce time and effort, and enhance ease of access to and utilization of the service.
It is worth mentioning that, within the framework 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. Of these, 800 services have undergone development and re-engineering processes in various government sectors, based on suggestions and observations received regarding government services through the National System for Suggestions and Complaints “Tawasul”, investor feedback, and mystery shopper reports for evaluating government services, as well as the launch of guidance manuals and service level agreements, which contribute to raising the efficiency of procedures, improving the quality of services provided, enhancing the beneficiaries’ experience, and supporting the government’s digital transformation path.