Latest news with #FatimaYousifAlNaqbi
Khaleej Times
29-07-2025
- Business
- Khaleej Times
UAE to use customer complaints to improve services, integrate AI
Waiting less, submitting fewer documents, and completing services with fewer steps: These are the key changes residents can expect as the government moves into the next phase of its zero bureaucracy programme, now powered by generative AI and direct customer feedback. Officials say the goal is to eliminate digital friction, simplify procedures, and design services around actual user experiences rather than internal processes. 'Customers are the main drivers of improvement. We're using their feedback to cut unnecessary steps, eliminate redundant approvals, and improve efficiency,' Younis Haji AlKhoori, Undersecretary of the Ministry of Finance and Fatima Yousif Al Naqbi, Acting Assistant Undersecretary for the Support Services Sector told Khaleej Times. Stay up to date with the latest news. Follow KT on WhatsApp Channels. As the UAE Ministry of Finance is launching the second phase of its 'Zero Government Bureaucracy' programme, using direct customer feedback and generative AI to simplify government services. The initiative aims to reduce waiting times, cut down on paperwork, and eliminate unnecessary procedures. As part of the new phase, the Ministry has established a 'Customer Council' to identify real-world challenges faced by users and develop practical solutions based on their experiences. The second phase shifts focus from traditional procedural bottlenecks to issues within digital platforms, including repetitive form submissions, multiple approvals, and document uploads. The Ministry is now integrating generative AI to automate and simplify these interactions. While specific services were not named, officials said the reforms apply across various federal platforms. Fatima Yousif Al Naqbi, Acting Assistant Undersecretary for the Support Services Sector, said the Ministry is applying lessons from the first phase to deepen reforms in the second. 'We've learned that listening to customers is crucial. In this phase, we're using generative AI to reduce the effort required from the user; no more repetitive form-filling or uploading documents. It's about making services smoother, faster, and more intuitive,' she said. She added that initial improvements are already visible. 'We've seen fewer steps, reduced processing times, and higher customer satisfaction in the first phase. The second cycle will build on that momentum,' she said. The Ministry will hold three Customer Councils through the year of 2025. Each phase will focus on identifying challenges, redesigning the customer journey using participatory methods, and testing solutions before rollout. In parallel, the Ministry is also conducting an internal awareness campaign to train staff on streamlining procedures and fostering a culture of efficiency. The Ministry was recently awarded the 'Zero Government Bureaucracy Award' in the 'Engaging People' category, recognising its efforts to integrate customer insights into policy and service improvements.
Zawya
28-02-2025
- Business
- Zawya
MoF celebrates UAE Innovation Month with Special Event focusing on promoting innovation
Interactive format includes five dynamic stations, guiding participants from ideation to execution Younis Haji AlKhoori: "'Finance Innovates' is a platform that sparks ideas and unlocks new possibilities for innovative solutions' Dubai, The Ministry of Finance (MoF) organised a special event focusing on innovation in Dubai to drive creativity and accelerate digital transformation as part of the UAE Innovation Month 2025. Designed to cultivate an interactive and forward-thinking environment, the "Ministry of Finance Innovates—Innovation Journey" event aimed to encourage creative problem-solving and knowledge exchange, fostering collaboration that leads to innovative financial solutions. It also sought to accelerate digital transformation, with discussions centred on utilising technology to drive efficiency across financial sectors and contribute to long-term sustainability. Attended by H.E. Younis Haji AlKhoori, Undersecretary of the Ministry, alongside assistant undersecretaries, department directors, employees, and strategic partners, the event was held as part of the ministry's commitment to enhancing innovation in the financial sector and fuels its journey towards global leadership in public finance and sustainable development. Interactive Platform His Excellency Younis Haji AlKhoori, Undersecretary of the Ministry of Finance, said, 'The UAE Innovation Month embodies the spirit of creativity and progress that defines the UAE. We at the Ministry of Finance are committed to fostering a culture of innovation across all sectors. Innovation is not just a tool but a necessity for achieving leadership and sustainability.' 'As we come together today, we have to reaffirm the importance of harnessing creativity and fresh ideas to develop the financial sector, accelerate digital transformation, and build a future-ready work environment.' He emphasised that the event was designed as an interactive platform to inspire and challenge conventional thinking. 'Through the innovation experience journey, we have created a comprehensive experience that takes participants from exploration to implementation, opening new horizons for innovative solutions, he said. 'We are confident that this event will generate pioneering ideas that strengthen the Ministry of Finance's future readiness, contribute to sustainable development goals, and reinforce the UAE's position as a global innovation hub.' Established Culture Fatima Yousif Al Naqbi, Acting Assistant Undersecretary for the Support Services Sector at the Ministry of Finance, emphasised that innovation is more than just an initiative—it's a mindset, a continuous process, and a driving force behind progress. 'At the Ministry of Finance, we see innovation as deeply rooted in our culture. It's not a one-time effort but an ongoing journey that pushes us toward our goal of global leadership in the financial sector. The "Ministry of Finance Innovates—Innovation Journey" event provided a strategic platform to unlock creativity, expand perspectives, and challenge minds to explore new solutions in an ever-evolving world. It was an opportunity for all of us—employees and partners alike—to share insights, exchange ideas, and collaborate on shaping the future,' Al Naqbi said. Experience that Stimulates Innovation As part of the event, the Ministry of Finance launched the "Innovation Experience Journey," an interactive and engaging initiative designed to bring creativity to life through hands-on activities and gamified challenges. The journey takes participants through five key stages, each designed to expand their thinking, encourage collaboration, and turn ideas into action. It starts at The Future Centre, where participants explore upcoming trends and envision possibilities. Then, at The Empathy Centre, they step into the users' shoes, gaining a new perspective on problem-solving. At The Idea Generation Centre, they brainstorm fresh solutions before moving on to The Prototyping Centre, where concepts are developed into workable models. The experience culminates at The Final Pitch Centre (Shark Tank), where participants present their ideas to a panel of experts. More than just an exercise in innovation, this journey aims to immerse employees and strategic partners in a real-world entrepreneurial experience. It creates a space where ideas don't just stay ideas—they evolve, take shape, and become solutions that contribute to the ministry's vision for the future. Impact and Outcomes Beyond just fostering creativity, the event aimed to strengthen the ministry's leadership in institutional innovation, helping generate forward-thinking solutions that drive sustainable excellence. It also enhances the skills and capabilities of national talent, supports the development of smarter services, and reinforces collaboration with strategic partners, ensuring that innovation remains at the heart of the ministry's progress.
