Questions/Answers

The 2017-2018 Dubai census identified that 2.2 % of Dubai’s population (about 60,000 people) have disabilities including Walking - climbing stairs (18%), Vision problems (17%), Learning disabilities (13%), Psychological disorders (12%) etc. In addition, 2 million POD visit or transit through Dubai Airports annually. People with disabilities, called People of Determination (POD) in the UAE, experienced barriers such as: • Cultural tradition made it hard to publicly acknowledge disability. • 74 % of disabilities are hidden and ignorance breeds intolerance. • PODs were excluded from services and society. • Police personnel and the community lacked awareness about the needs and challenges of POD resulting in negative and different attitudes. • The physical environment created barriers to inclusion e.g. lack of ramps/ tactile markings. • Absence of policies, programs, competencies, technologies to support POD e.g. blind people cannot use mobile App. to report crime. • Lack of full and reliable database of POD seriously affected their safety and security. In 2016 the Ruler of Dubai H.H. Sheikh Mohammed bin Rashid Al Maktoum created an initiative for total inclusion of POD into society. Subsequently Major General Abdullah Khalifa Al Marri, Commander-in-Chief, Dubai Police constituted the POD Council with Colonel Dr. Saud Al Remeithi, as Chairman with 24 diverse members including 8 POD, 12 women, students and specialists. In support of Dubai Police mission: “Safe. Smart. Together - Your Security, Our Happiness” the Council has implemented many initiatives including POD friendly Smart Police Stations (SPS) and Mobile App. features to ensure: • Safety and protection of POD – for all citizens, residents, kids and visitors to Dubai • Enhancing the inclusion of POD into the community • Enhancing accessibility using latest technologies • Making it easy for POD to access Dubai Police services 24x7 • Enhancing the empowerment of POD

Safety and security of POD initiative is directly aligned with “Delivering Inclusive and Equitable Services for all “focusing upon a vulnerable segment of society and impacting thousands of POD living in and visiting Dubai. Implemented initiatives e.g. POD friendly and world’s first Smart Police Station (free from all direct human interaction), POD friendly Mobile App., My Safety Stories etc. have all enhanced safety, security, inclusion, accessibility for POD using latest ICT Technology. The delivery of services 24x7 anytime, anywhere to POD has been radically simplified in a highly innovative manner while increasing efficiencies and reducing capital expenditure and operating costs.

Safety and Security of POD initiative supports SDG No 10. “Reduce inequality within and among countries” and Target 10.2 “By 2030, empower and promote social, economic and political inclusion of all, irrespective of age, sex, disability, race, ethnicity, origin, religion or economic or other status”. Initiative also supports SDG No. 11 “ Make cities and human settlements inclusive, safe, resilient and sustainable” and Target 11.7 “ By 2030, provide universal access to safe, inclusive and accessible, green and public spaces, in particular for women and children, older persons and persons with disabilities” Following actions taken by leadership of Dubai Police demonstrated their commitment and sustainable implementation of SDGs: a. Establishment of POD Council. b. Five year strategy for Inclusion, Protection and Development of POD aligned with Dubai Government POD strategy 2020. c. Development of 54 POD friendly “Smart Services” on Dubai Police mobile App. and 23 in SPS d. Policies, processes and regulations updated to make them POD friendly e. AED 23+ million already invested to execute POD strategy with significant future financial commitment. f. 100 % of Dubai Police Customer Service staff trained in “How to Engage with POD”.

Social: Council continually engages with many organizations to ensure alignment of social programs e.g. 148,000+ staff of entities like Dubai Airport/ EXPO 2020 have been trained in “How to Engage with POD”. Economic sustainability: Dubai Police invests in POD initiatives for safety, security, accessibility and inclusion of POD. It forms an integral part of the annual budget. e.g. converting all traditional police stations to SPS by 2022. Environment sustainability: SPS, Mobile App. features are all paperless in contrast to traditional Police stations. Smart services negate the need to visit a location resulting in reduced carbon footprint.

It used to be extremely difficult or impossible for POD such as people with physical & mental disabilities to report crime and avail services from Dubai Police or to contact/ reach Police station in case of emergency. The Police did not have reliable database of POD Dubai residents and could not proactively ensure safety of POD. In line with UAE National policy for the empowerment of POD (2016), Dubai Police developed their strategy for inclusion, safety, security and development of POD and successfully implemented several initiatives: 1. Established a database of POD Dubai residents and tourists in order to constantly monitor their safety 24x7 and attend to emergencies efficiently and appropriately. 2. Provided multiple enhanced communication channels for POD to communicate with Dubai Police. 3. Ensured Police services are accessible to all types of POD e.g. Deaf people can send SMS messages to 999 for emergency help. 4. Provides sign language interpreter / translator 24x7 at police stations 5. 800 Police officers trained in How to Engage with POD. 6. Used technologies to enhance accessibility e.g. Smart navigation system in SPS connects the visiting POD to Police officer, available 24x7. 7. Collaborate with needed organizations to deliver services to PODs

No distinction is made between genders unless culturally necessary. It is not culturally accepted for women to be “seen” in police stations as a result not all crime was getting reported. To address this, SPS are designed to provide full privacy through Dark Shaded Doors thereby encouraging women to report crime. Police Eye feature in the App. provides the option for caller to remain anonymous to make reporters feel safe. Convenience of reporting crime has encouraged women to report crime/ avail services with number of cases reported up by 10%. How to Engage with POD program includes gender sensitivities.

Target group is POD with all types of disability living in Dubai (including visitors) and Police workforce. POD friendly App. Provides 54 smart services for PODs with features like: • Register nature of disability on App: 15000 PODs registered with App. When POD calls, Police knows the type of disability. Based on problem reported, appropriate help is immediately arranged. • Smart Camera for Blind: By shaking a phone, blind person can take photo of his surroundings. App. analyses images and explains to them aurally. • My Safety Stories: 52 % of POD have neuro-diverse impairment with 11% having autism. For safety of kids with autism, Social stories were developed based on leading edge research done in USA. 2000+ children and parents trained. Service available as App. Smart Police Station provides 27 services to POD with following features • Voice Guidance for Blind: Visiting POD hears “Welcome to Dubai Police”. Smart navigation system connects POD to Police 24x7. • Initiate Video Call: POD can initiate video call with Police 24x7. All the above and more has: • Instilled huge sense of safety among POD • Respond to emergencies in record time thereby saving lives • Deliver services efficiently and cost effectively.

A high powered team was formed. Brief details are: Objective: To have a chain of self-service police stations (mobile and stationary) fully functioning with the least possible human intervention. Scope: Six different types e.g. SPS, Drive-Thru, Desert locations and Refurbish existing stations Duration: March to Sept. 2017 Project Sponsor: Commander in Chief, Dubai Police Project Manager: Cpt. Ibrahim Alshaibani Team: 23 people. (10 from Police e.g. Artificial Intelligence, POD Council, Crime. 13 External Stakeholders e.g. Pixcom, Etisalat etc.). A detailed project plan was developed • Phase 1 – Initiation, Project Design & Infrastructure • Phase 2 – Plan Approval & Implementation • Phase 3 – Project Integration • Phase 4 – Project Operationalize The team engaged with world’s leading technology providers in service management e.g. NCR, USA for development of kiosks as NCR is renowned for making POD friendly kiosks. All services and their processes were re-engineered using international standards and Dubai Universal Design Code to ensure easier and faster access by all including POD. All elements were reviewed by the POD Council. POD were involved in testing the kiosks, features, etc. Progress was regularly reviewed and monitored by the Team. Cost of building and operating a new SPS versus a conventional station is about 70% less whilst remaining highly efficient and friendly. Mobile App.: Dubai Police uses Dubai Smart Government standards, Apple Guidelines for iPhones (world leader in App guidelines) & Google Guidelines for Android using smart technologies like Camera, Accessibility Elements, Location Manager, Voice Over and Artificial intelligence - Image detection. POD such as “Emirates Association of Blind” were involved in the design and testing of the App. to ensure it addressed their physical, sensory or intellectual impairments and the team understood how they used the phones/ App. to facilitate sending SOS in case of emergency.

1. Many didn’t believe SPS was possible as none existed anywhere in the world. We showed it was possible. 2. Many questioned having an additional channel of service delivery. Continuous communication addressed this challenge. 3. Not all stakeholders were initially identified. This was addressed as the project progressed. 4. Fragmented processes, bureaucracy and complex laws/ regulations for services. E.g. to avail “Good Conduct Certificate” earlier customer had to visit police station twice with paper documents. Internally four departments were involved in processing. Using algorithm now certificate is issued electronically within minutes. Improvements have now been integrated into project planning process.

SPS is pioneering initiative in the world providing police services using latest technologies e.g.: For blind people: • Floor of SPS is made of “Acrylic Tiles” serving as a high-tech “screen” enabling visiting POD hear “Welcome to Dubai Police” and automatically connecting with Police officer. • Sensor Guides facilitate communication between the blind people visiting SPS and customer service centre through use of mobile app. Activation of Bluetooth feature enables tracing the exact location of blind. For Autism • Interacting with technology in a quiet environment is a preferred method. SPS provides this facility.

Our true inspiration was the belief of H.H. Sheikh Mohammed bin Rashid Al Maktoum, Ruler of Dubai. He had trust in us and inspired us to be bold and disruptively innovative. SPS concept and design is built on adopting/ adapting different approaches and technologies from other industries around the world while integrating features to serve POD. e.g. using sensors to guide PODs to service kiosks. SPS is now the future of policing and a global benchmark. 200+ delegations from around the world have visited Dubai Police and Council. SPS was entered in the Guinness Book of Records in 2017.

Dubai Police is probably the only public institution in the region to have established a dedicated Council with a mandate for safety and security of POD, their development, enhancing their inclusion etc. The development of many innovative features in Smart Police Station and Mobile App. for safety and security of POD has created huge interest within UAE and the world. So far about 230 delegations from around the world have visited Dubai Police and POD Council e.g. H.E. Dr. Walton Aubrey Webson, Ambassador, Permanent Mission of UN in of Antigua & Barbuda, Abu Dhabi Police, New York Police, Chicago Police, China, Russia, Holland, Panama, UK, Pakistan etc. Private and NGOs visited us are Ajman University, Emirates NBD Bank, Emirates Autism Society etc. Main focus of visits has been to know more about POD mandate, strategy, initiatives, technology (including use of Artificial Intelligence to develop features for safety of POD), Service design, Standards and Codes used etc. We freely share our experience in conferences, exhibitions, forums such as Accessibility Expo, 2017 and 2019, (https://www.accessabilitiesexpo.com/en-gb.html), Annual conference International Association of Chiefs of Police (IACP 2019) in Chicago, GITEX Global, Happiness Forum, London Book-fair etc. https://www.gitex.com/

At UAE Federal Government level and Dubai Government level, several strategic bi lateral cooperation agreements have been signed with other countries to establish Smart Police Stations / transfer the know-how for Smart Police Station technology, POD mandate, Service design, features for safety of POD, Changes made in laws, Dubai Universal Design Code etc. Given the sensitive nature of this information it is not possible to provide more details at the moment.

During initial establishment phase, core team of 10 technical staff from various departments like Crime, Protection, IT, Finance, POD Council were deployed full time to develop the idea and review and reengineer the services, processes and policies governing the services. Artificial Intelligence Department was created as project had huge dependence on use of latest technology. As per business needs Consultants were engaged at different phases of the project to study the legislations, evaluating technologies, service design, building the SPS etc. Financial resources invested were about AED 3 million per Smart Police Station. POD friendly Apps. are continuously developed and improved.

UAE has long term commitment to inclusion, safety, security & development of POD as evidenced by its laws, signing of UN Convention on Rights of Persons with Disabilities etc. a. Agreements with 46 organizations locally, regionally and globally. b. Committed ongoing financial resources to continue development of SPS, Mobile App. features etc. c. Add more Smart services for POD. d. Investment made in infrastructure and technology. e. Building people competencies in How to Engage with POD. Dubai Police is fully committed to ensuring safety, security and inclusion of all including POD with the objective of Leaving No One Behind.

Yes

Audit of POD Council strategy, initiatives, POD related features in SPS, Mobile App. are planned and conducted by external and Internal Audit Dept. of Dubai Police. E.g. People of Determination Services (UAE, www.peopleofdeterminationservices.com) carried out Inspection and full audit of SPS, City Walk, Dubai in November 2018 by two Auditors. Purpose of audit was to verify implementation of Dubai Universal Design Code and make improvements in building designs and services for PODs. Independent Auditors, experienced in accessibility codes of PODs, visited SPS to conduct assessment and reports verified by expert auditor from UK.

Percentage compliance to Dubai Universal Design Code (DUDC) is used as an indicator. Audits are done through site visit using measurements, photographs, observations, interviews, records. DUDC and applicable codes and laws are used for audits. Independent and experienced Auditors visit SPS to do audits. Access4mii audit software is used to generate reports. Similarly Mobile App. features are audited against international codes and practices. Results of audit are presented to leadership, root cause analysis done, corrective actions implemented. Actions are prioritized according to their seriousness using traffic light system. Progress is monitored and reported. Improvements institutionalized through changes in polices, processes.

Two audits were carried out: Inspector Report and Full Audit. Inspector report is a snapshot of the site compliance as outlined in the Dubai Universal Design Code (DUDC) This report identified that “there are many features which are above and beyond DUDC standards and a small number of issues need to be addressed” The result of the report is 83% compliance and the site is deemed accessible The Full audit was commissioned by the Council to assess performance in the greatest detail possible. It concludes that “the accommodation of people of determination is excellent”. Areas needing attention are as follows: “A” priority: • Improve definition of glass walls and doors DUDC 5.16 • Increase color contrast of text DUDC 14.8 • Reconfigure automatic door timings DUDC 5.13 “B” priority: • Interactive screen ID slot height DUDC 5.24.5 • glare from floor display DUDC 5.2.9 • install induction hearing loop system DUDC 7.12 A few lesser issues identified are outlined in the annexure 4. Reports have been reviewed by POD Council members and Commander in Chief and action plans prepared. The Design Team are ensuring such non-conformities are not repeated. Police station construction pre-delivery inspection checklist will be developed and implemented.

In line with UAE Constitution and UAE Disabilities act, in 2017, UAE Government launched a national policy for empowering POD. The policy aims to create an inclusive society for POD and their families through services and facilities that accommodate their needs based on six pillars including, mobility, social protection, accessibility. Supporting the execution, in 2018, UAE updated existing Innovation strategy with National Strategy for Advanced Innovation with “Living and Life” as one of the focus areas. POD Council’s mandate, strategy, mission, values are fully aligned with directives and direction of UAE Government. To fulfill vision of Dubai Police and Council’s mandate, POD Council works closely with all concerned Federal and Dubai Government agencies, Private sector organizations and NGOs. To date Council has signed 46 agreements e.g. with Ministry of Community Development for Social protection, Roads and Transport for accessibility, Dubai Airports for POD passengers, Anna Freud National Center for Children and Families, UK. Commander in Chief, Dubai Police and Chairman POD Council sit on many important Government committees e.g. Dubai Expo 2020 committee, Higher Committee of POD in Dubai. Cross Government working ensure alignment and effective deployment of Council policies and programs for the safety and security of POD.

Collaboration is one of the strategies of the Council to ensure safety and security of POD. As part of planning and development of SPS and Mobile App., all key stakeholders were identified and involved in execution of the project covering 13 Entities from Government, Public, Private and NGOs – locally and globally. Council has signed MOUs & SLAs with 46 organizations defining roles, governance etc. Listed below are sample: a. Policy making: With Dubai Executive Council. b. POD Data: Ministry of Community Development for POD citizens and residents data such as Name, Contact details, Residence, Occupation etc. to monitor their safety and provide services including during emergencies. c. Smart Services: SMART Dubai to develop / improve design and delivery of services to all including PODs. d. Technology: NCR, USA for kiosks. e. Health and Rehabilitation: Community Development Authority, Dubai Health Authority, Singhania Clinic & Therapy Center, Dubai f. Accessibility: Roads and Transport Authority, Nattiq Technology Company g. Education and Training: UAE University for the visually impaired, Zayed University, Book-share, UK, Gaia Technology for Education and IT Support, UK. h. Social Protection Field: Ministry of Community Development, Community Development Authority, UAE Autism Society. i. Payment Gateway: Mashreq Bank.

Important lessons learned have been: 1. Different PODs have different levels of difficulty and complexity. It is difficult to design services addressing all types of difficulties. Creativity and innovation is essential. 2. Creating a social environment wherein PODs are prepared to reveal their difficulties is essential in order to serve them better & ensure their safety. 3. Understand needs and expectations of different type of PODs before design phase e.g. how will blind person access SOS button on mobile App. 4. Identify all relevant stakeholders in value chain & engage them. 5. Enhance awareness of e-Services and features among POD. 6. Training of Police personnel in How to Engage with POD. Improvement: a. Database of POD is continually being developed and updated. b. Many lessons learned have been integrated into policies, programs etc. e.g. POD Council has signed MOU with Emirates Blind Association to involve them in testing of services. c. Share best practices and experience of serving POD locally and globally. d. Use big data analytics to gain deeper insights about POD usage of services and improving the way services are designed. e. Develop incentives to attract more private sector companies in safety and security of POD.