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Government performance goals often focus on generating new revenues and cutting costs, using other government agencies as peer benchmarks. The UAE government, however, has taken a different approach over the past several years, setting its sights on delivering services that would rival the best in the private sector and aiming for the customer-centric feel of a five-star hotel and the efficiency of a leading bank. It also pushed for the use of technology in government services.
A successful government reaches out to the citizens rather than waits for them to come to it. For the United Arab Emirates and many other countries, the challenge of delivering government services is defined in large part by demographics. Given this diversity and mobility, the government must deliver services that are on par with the best offerings from around the world and that are also easy to navigate and understand, even for the newest residents.
In addition, the population is quite young—and this requires constant innovation to meet changing needs; for example, to offer web and mobile-based services as well as standard field offices and call centers. Some of these efforts included introducing electronic voting machines, offering a refillable debit card to facilitate the payment of government fees, and creating a government award for the best technology-driven service solutions.
To get changes implemented quickly and efficiently, leaders broke down government silos, unifying different entities and requiring groups to work together. This article takes a closer look at their efforts. In May , UAE leaders set an ambitious goal as part of the call to action for customer-centric government: within two years, all government services should be accessible through mobile devices.