As part of the government’s efforts to enhance service quality and re-engineer processes…
As part of the government’s ongoing efforts to improve and re-engineer the quality of services, the Urban Planning and Development Authority has developed a service for approving master plans for the private sector, which is specific to areas of large-scale, multi-use urban projects developed by the private sector. The Authority undertakes to study them in coordination with relevant authorities, in preparation for approving the master plans and their detailed schedules.
Under the improved service, the service completion time has been reduced from 109 days to 43 days, and the steps for completing the service have been reduced, along with the required documents, which contributes to simplifying procedures and improving the customer experience.
The service development also included reducing the application steps to only four steps, reducing the number of required documents, shortening the service level agreement period, in addition to improving the user interface and beneficiary experience and simplifying procedures.
The improvements also included eliminating the requirement for any document issued by the service provider, in addition to improving the systems in place, and converting application forms into electronic forms.
In this context, Engineer Ahmed Abdul Aziz Al-Khayat, CEO of the Urban Planning and Development Authority, affirmed that the development of the service comes within the framework of the Authority’s adoption of innovative digital solutions that enhance the efficiency of procedures and accelerate the completion of transactions, which contributes to enhancing the efficiency and quality of services provided, in line with the goals of digital transformation.
Al-Khayyat also explained that the development of the service reflects the Urban Planning and Development Authority’s keenness to enhance its services, thereby reducing time and effort for institutions and increasing the effectiveness of the work system.
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.