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Nominee Information

Institutional Information
Member State United Arab Emirates
Institution Name Dubai Police
Institution Type Public Agency
Administrative Level Local
Name of initiative The Smart Police Station (SPS)
Projects Operational Years 2
Website of Institution www.dubaipolice.gov.ae

Question 1: About the Initiative
Is this a public sector initiative? Yes

Question 2: Categories
Is the initiative relevant to one of the UNPSA categories? Promoting digital transformation in public sector institutions
UNPSACriteria
2018.4.1 Introduces an innovative idea, policy, practice, structure or tool
2018.4.2 Uses frontier technologies to transform public administration
2018.4.4 Ensures equal access to public services and citizen engagement
2018.4.5 Improves public sector workforce skills and productivity
2018.4.6 Improves effectiveness, efficiency, openness, and accountability

Question 3: Sustainable Development Goals
Is the initiative relevant to any of the 17 SDG(s)? Yes
If you answered yes above, please specify which SDG is the most relevant to the initiative. (hold Ctrl to select multiple)
Goal 5: Gender Equality
Goal 8: Decent Work and Economic Growth
Goal 9: Industry, Innovation and Infrastructure
Goal 10: Reduced Inequalities
Goal 13: Climate Action
Goal 16: Peace, Justice and Strong Institutions
Goal 17: Partnerships for the goals
Which target(s) within the SDGs specified above is the initiative relevant to? (hold Ctrl to select multiple)
5.1 End all forms of discrimination against all women and girls everywhere
5.2 Eliminate all forms of violence against all women and girls in the public and private spheres, including trafficking and sexual and other types of exploitation
5.3 Eliminate all harmful practices, such as child, early and forced marriage and female genital mutilation
5.b Enhance the use of enabling technology, in particular information and communications technology, to promote the empowerment of women
5.c Adopt and strengthen sound policies and enforceable legislation for the promotion of gender equality and the empowerment of all women and girls at all levels
8.2 Achieve higher levels of economic productivity through diversification, technological upgrading and innovation, including through a focus on high-value added and labour-intensive sectors
8.7 Take immediate and effective measures to eradicate forced labour, end modern slavery and human trafficking and secure the prohibition and elimination of the worst forms of child labour, including recruitment and use of child soldiers, and by 2025 end child labour in all its forms
8.8 Protect labour rights and promote safe and secure working environments for all workers, including migrant workers, in particular women migrants, and those in precarious employment
8.9 By 2030, devise and implement policies to promote sustainable tourism that creates jobs and promotes local culture and products
9.1 Develop quality, reliable, sustainable and resilient infrastructure, including regional and trans-border infrastructure, to support economic development and human well-being, with a focus on affordable and equitable access for all
9.5 Enhance scientific research, upgrade the technological capabilities of industrial sectors in all countries, in particular developing countries, including, by 2030, encouraging innovation and substantially increasing the number of research and development workers per 1 million people and public and private research and development spending
9.b Support domestic technology development, research and innovation in developing countries, including by ensuring a conducive policy environment for, inter alia, industrial diversification and value addition to commodities
9.c Significantly increase access to information and communications technology and strive to provide universal and affordable access to the Internet in least developed countries by 2020
10.2 By 2030, empower and promote the social, economic and political inclusion of all, irrespective of age, sex, disability, race, ethnicity, origin, religion or economic or other status
10.4 Adopt policies, especially fiscal, wage and social protection policies, and progressively achieve greater equality
13.3 Improve education, awareness-raising and human and institutional capacity on climate change mitigation, adaptation, impact reduction and early warning
16.1 Significantly reduce all forms of violence and related death rates everywhere
16.2 End abuse, exploitation, trafficking and all forms of violence against and torture of children
16.3 Promote the rule of law at the national and international levels and ensure equal access to justice for all
16.4 By 2030, significantly reduce illicit financial and arms flows, strengthen the recovery and return of stolen assets and combat all forms of organized crime
16.5 Substantially reduce corruption and bribery in all their forms
16.6 Develop effective, accountable and transparent institutions at all levels
16.7 Ensure responsive, inclusive, participatory and representative decision-making at all levels
16.10 Ensure public access to information and protect fundamental freedoms, in accordance with national legislation and international agreements
16.b Promote and enforce non-discriminatory laws and policies for sustainable development
17.4 Assist developing countries in attaining long-term debt sustainability through coordinated policies aimed at fostering debt financing, debt relief and debt restructuring, as appropriate, and address the external debt of highly indebted poor countries to reduce debt distress
17.7 Promote the development, transfer, dissemination and diffusion of environmentally sound technologies to developing countries on favourable terms, including on concessional and preferential terms, as mutually agreed
17.8 Fully operationalize the technology bank and science, technology and innovation capacity-building mechanism for least developed countries by 2017 and enhance the use of enabling technology, in particular information and communications technology
17.9 Enhance international support for implementing effective and targeted capacity-building in developing countries to support national plans to implement all the Sustainable Development Goals, including through North-South, South-South and triangular cooperation
17.13 Enhance global macroeconomic stability, including through policy coordination and policy coherence
17.14 Enhance policy coherence for sustainable development
17.16 Enhance the Global Partnership for Sustainable Development, complemented by multi-stakeholder partnerships that mobilize and share knowledge, expertise, technology and financial resources, to support the achievement of the Sustainable Development Goals in all countries, in particular developing countries
17.17 Encourage and promote effective public, publicprivate and civil society partnerships, building on the experience and resourcing strategies of partnerships
17.19 By 2030, build on existing initiatives to develop measurements of progress on sustainable development that complement gross domestic product, and support statistical capacity-building in developing countries

Question 4: Implementation Date
Has the initiative been implemented for two or more years Yes
Please provide date of implemenation (dd/MM/yyyy) 21 Feb 2016

Question 5: Partners
Has the United Nations or any UN agencies been involved in this initiative? No
Which UN agency was involved? (hold Ctrl to select multiple)
The Preparatory Commission for the Comprehensive Nuclear-Test-Ban Treaty Organization
Please provide details

Question 6: Supporting documentation
Will you be able to provide supporting documentation for your initiative? Yes

Question 7: UNPSA Awards
Has the initiative already won a UNPS Award? No

Question 8: Other Awards
Has the initiative won other Public Service Awards? No

Question 9: How did you learn about UNPSA?
How did you learn about UNPSA? Through the UNPSA Website and google search engine

Question 10: Validation Consent
I give consent to contact relevant persons and entities to inquire about the initiative for validation purpose. No

Question 1: About the Initiative
Is this a public sector initiative? Yes

Question 2: Categories
Is the initiative relevant to one of the UNPSA categories? Promoting digital transformation in public sector institutions
UNPSACriteria
2018.4.1 Introduces an innovative idea, policy, practice, structure or tool
2018.4.2 Uses frontier technologies to transform public administration
2018.4.4 Ensures equal access to public services and citizen engagement
2018.4.5 Improves public sector workforce skills and productivity
2018.4.6 Improves effectiveness, efficiency, openness, and accountability

Question 3: Sustainable Development Goals
Is the initiative relevant to any of the 17 SDG(s)? Yes
If you answered yes above, please specify which SDG is the most relevant to the initiative. (hold Ctrl to select multiple)
Goal 5: Gender Equality
Goal 8: Decent Work and Economic Growth
Goal 9: Industry, Innovation and Infrastructure
Goal 10: Reduced Inequalities
Goal 13: Climate Action
Goal 16: Peace, Justice and Strong Institutions
Goal 17: Partnerships for the goals
Which target(s) within the SDGs specified above is the initiative relevant to? (hold Ctrl to select multiple)
5.1 End all forms of discrimination against all women and girls everywhere
5.2 Eliminate all forms of violence against all women and girls in the public and private spheres, including trafficking and sexual and other types of exploitation
5.3 Eliminate all harmful practices, such as child, early and forced marriage and female genital mutilation
5.b Enhance the use of enabling technology, in particular information and communications technology, to promote the empowerment of women
5.c Adopt and strengthen sound policies and enforceable legislation for the promotion of gender equality and the empowerment of all women and girls at all levels
8.2 Achieve higher levels of economic productivity through diversification, technological upgrading and innovation, including through a focus on high-value added and labour-intensive sectors
8.7 Take immediate and effective measures to eradicate forced labour, end modern slavery and human trafficking and secure the prohibition and elimination of the worst forms of child labour, including recruitment and use of child soldiers, and by 2025 end child labour in all its forms
8.8 Protect labour rights and promote safe and secure working environments for all workers, including migrant workers, in particular women migrants, and those in precarious employment
8.9 By 2030, devise and implement policies to promote sustainable tourism that creates jobs and promotes local culture and products
9.1 Develop quality, reliable, sustainable and resilient infrastructure, including regional and trans-border infrastructure, to support economic development and human well-being, with a focus on affordable and equitable access for all
9.5 Enhance scientific research, upgrade the technological capabilities of industrial sectors in all countries, in particular developing countries, including, by 2030, encouraging innovation and substantially increasing the number of research and development workers per 1 million people and public and private research and development spending
9.b Support domestic technology development, research and innovation in developing countries, including by ensuring a conducive policy environment for, inter alia, industrial diversification and value addition to commodities
9.c Significantly increase access to information and communications technology and strive to provide universal and affordable access to the Internet in least developed countries by 2020
10.2 By 2030, empower and promote the social, economic and political inclusion of all, irrespective of age, sex, disability, race, ethnicity, origin, religion or economic or other status
10.4 Adopt policies, especially fiscal, wage and social protection policies, and progressively achieve greater equality
13.3 Improve education, awareness-raising and human and institutional capacity on climate change mitigation, adaptation, impact reduction and early warning
16.1 Significantly reduce all forms of violence and related death rates everywhere
16.2 End abuse, exploitation, trafficking and all forms of violence against and torture of children
16.3 Promote the rule of law at the national and international levels and ensure equal access to justice for all
16.4 By 2030, significantly reduce illicit financial and arms flows, strengthen the recovery and return of stolen assets and combat all forms of organized crime
16.5 Substantially reduce corruption and bribery in all their forms
16.6 Develop effective, accountable and transparent institutions at all levels
16.7 Ensure responsive, inclusive, participatory and representative decision-making at all levels
16.10 Ensure public access to information and protect fundamental freedoms, in accordance with national legislation and international agreements
16.b Promote and enforce non-discriminatory laws and policies for sustainable development
17.4 Assist developing countries in attaining long-term debt sustainability through coordinated policies aimed at fostering debt financing, debt relief and debt restructuring, as appropriate, and address the external debt of highly indebted poor countries to reduce debt distress
17.7 Promote the development, transfer, dissemination and diffusion of environmentally sound technologies to developing countries on favourable terms, including on concessional and preferential terms, as mutually agreed
17.8 Fully operationalize the technology bank and science, technology and innovation capacity-building mechanism for least developed countries by 2017 and enhance the use of enabling technology, in particular information and communications technology
17.9 Enhance international support for implementing effective and targeted capacity-building in developing countries to support national plans to implement all the Sustainable Development Goals, including through North-South, South-South and triangular cooperation
17.13 Enhance global macroeconomic stability, including through policy coordination and policy coherence
17.14 Enhance policy coherence for sustainable development
17.16 Enhance the Global Partnership for Sustainable Development, complemented by multi-stakeholder partnerships that mobilize and share knowledge, expertise, technology and financial resources, to support the achievement of the Sustainable Development Goals in all countries, in particular developing countries
17.17 Encourage and promote effective public, publicprivate and civil society partnerships, building on the experience and resourcing strategies of partnerships
17.19 By 2030, build on existing initiatives to develop measurements of progress on sustainable development that complement gross domestic product, and support statistical capacity-building in developing countries

Question 4: Implementation Date
Has the initiative been implemented for two or more years Yes
Please provide date of implemenation (dd/MM/yyyy) 21 Feb 2016

Question 5: Partners
Has the United Nations or any UN agencies been involved in this initiative? No
Which UN agency was involved? (hold Ctrl to select multiple)
The Preparatory Commission for the Comprehensive Nuclear-Test-Ban Treaty Organization
Please provide details

Question 6: Supporting documentation
Will you be able to provide supporting documentation for your initiative? Yes

Question 7: UNPSA Awards
Has the initiative already won a UNPS Award? No

Question 8: Other Awards
Has the initiative won other Public Service Awards? No

Question 9: How did you learn about UNPSA?
How did you learn about UNPSA? Through the UNPSA Website and google search engine

Question 10: Validation Consent
I give consent to contact relevant persons and entities to inquire about the initiative for validation purpose. No

Question 1: About the Initiative

Is this a public sector initiative? Yes

Question 2: Categories
Is the initiative relevant to one of the UNPSA categories? Promoting digital transformation in public sector institutions
UNPSACriteria
2018.4.1 Introduces an innovative idea, policy, practice, structure or tool
2018.4.2 Uses frontier technologies to transform public administration
2018.4.4 Ensures equal access to public services and citizen engagement
2018.4.5 Improves public sector workforce skills and productivity
2018.4.6 Improves effectiveness, efficiency, openness, and accountability

Question 3: Implementation Date

Has the initiative been implemented for two or more years Yes
Please provide date of implemenation (dd/MM/yyyy) 21 Feb 2016

Question 4: Partners/Stakeholders

Has the United Nations or any UN agencies been involved in this initiative? No
Which UN agency was involved? (hold Ctrl to select multiple)
The Preparatory Commission for the Comprehensive Nuclear-Test-Ban Treaty Organization
Please provide details

Question 5: Required Supplemental Documents

Will you be able to provide supporting documentation for your initiative? Yes

Question 6: UNPSA Awards

Has the initiative already won a UNPS Award? No

Question 7: Other Awards

Has the initiative won other Public Service Awards? No

Question 8: Sustainable Development Goals
Is the initiative relevant to any of the 17 SDG(s)? Yes
If you answered yes above, please specify which SDG is the most relevant to the initiative. (hold Ctrl to select multiple)
Goal 5: Gender Equality
Goal 8: Decent Work and Economic Growth
Goal 9: Industry, Innovation and Infrastructure
Goal 10: Reduced Inequalities
Goal 13: Climate Action
Goal 16: Peace, Justice and Strong Institutions
Goal 17: Partnerships for the goals
Which target(s) within the SDGs specified above is the initiative relevant to? (hold Ctrl to select multiple)
5.1 End all forms of discrimination against all women and girls everywhere
5.2 Eliminate all forms of violence against all women and girls in the public and private spheres, including trafficking and sexual and other types of exploitation
5.3 Eliminate all harmful practices, such as child, early and forced marriage and female genital mutilation
5.b Enhance the use of enabling technology, in particular information and communications technology, to promote the empowerment of women
5.c Adopt and strengthen sound policies and enforceable legislation for the promotion of gender equality and the empowerment of all women and girls at all levels
8.2 Achieve higher levels of economic productivity through diversification, technological upgrading and innovation, including through a focus on high-value added and labour-intensive sectors
8.7 Take immediate and effective measures to eradicate forced labour, end modern slavery and human trafficking and secure the prohibition and elimination of the worst forms of child labour, including recruitment and use of child soldiers, and by 2025 end child labour in all its forms
8.8 Protect labour rights and promote safe and secure working environments for all workers, including migrant workers, in particular women migrants, and those in precarious employment
8.9 By 2030, devise and implement policies to promote sustainable tourism that creates jobs and promotes local culture and products
9.1 Develop quality, reliable, sustainable and resilient infrastructure, including regional and trans-border infrastructure, to support economic development and human well-being, with a focus on affordable and equitable access for all
9.5 Enhance scientific research, upgrade the technological capabilities of industrial sectors in all countries, in particular developing countries, including, by 2030, encouraging innovation and substantially increasing the number of research and development workers per 1 million people and public and private research and development spending
9.b Support domestic technology development, research and innovation in developing countries, including by ensuring a conducive policy environment for, inter alia, industrial diversification and value addition to commodities
9.c Significantly increase access to information and communications technology and strive to provide universal and affordable access to the Internet in least developed countries by 2020
10.2 By 2030, empower and promote the social, economic and political inclusion of all, irrespective of age, sex, disability, race, ethnicity, origin, religion or economic or other status
10.4 Adopt policies, especially fiscal, wage and social protection policies, and progressively achieve greater equality
13.3 Improve education, awareness-raising and human and institutional capacity on climate change mitigation, adaptation, impact reduction and early warning
16.1 Significantly reduce all forms of violence and related death rates everywhere
16.2 End abuse, exploitation, trafficking and all forms of violence against and torture of children
16.3 Promote the rule of law at the national and international levels and ensure equal access to justice for all
16.4 By 2030, significantly reduce illicit financial and arms flows, strengthen the recovery and return of stolen assets and combat all forms of organized crime
16.5 Substantially reduce corruption and bribery in all their forms
16.6 Develop effective, accountable and transparent institutions at all levels
16.7 Ensure responsive, inclusive, participatory and representative decision-making at all levels
16.10 Ensure public access to information and protect fundamental freedoms, in accordance with national legislation and international agreements
16.b Promote and enforce non-discriminatory laws and policies for sustainable development
17.4 Assist developing countries in attaining long-term debt sustainability through coordinated policies aimed at fostering debt financing, debt relief and debt restructuring, as appropriate, and address the external debt of highly indebted poor countries to reduce debt distress
17.7 Promote the development, transfer, dissemination and diffusion of environmentally sound technologies to developing countries on favourable terms, including on concessional and preferential terms, as mutually agreed
17.8 Fully operationalize the technology bank and science, technology and innovation capacity-building mechanism for least developed countries by 2017 and enhance the use of enabling technology, in particular information and communications technology
17.9 Enhance international support for implementing effective and targeted capacity-building in developing countries to support national plans to implement all the Sustainable Development Goals, including through North-South, South-South and triangular cooperation
17.13 Enhance global macroeconomic stability, including through policy coordination and policy coherence
17.14 Enhance policy coherence for sustainable development
17.16 Enhance the Global Partnership for Sustainable Development, complemented by multi-stakeholder partnerships that mobilize and share knowledge, expertise, technology and financial resources, to support the achievement of the Sustainable Development Goals in all countries, in particular developing countries
17.17 Encourage and promote effective public, publicprivate and civil society partnerships, building on the experience and resourcing strategies of partnerships
17.19 By 2030, build on existing initiatives to develop measurements of progress on sustainable development that complement gross domestic product, and support statistical capacity-building in developing countries

Question 9: Validation Consent

Do you have any objections to us inquiring about the initiative for validation purposes? No

How did you know about UNPSA?

How did you know about UNPSA? Through the UNPSA Website and google search engine

Nomination form

Questions/Answers

Question 1

Please describe the objective of the initiative introduced (200 words maximum)
The Smart Police Station (SPS) is the first smart police station in the world to offer police services without any human interaction, holding a Guinness World Record certificate. As it seeks to prevent actions of inequalities and promote the highest level of safety and security in Dubai, the SPS offers 27 key services such as reporting crimes and traffic incidents as well as a further 33 services offering community services ranging from acquiring good-conduct certificates to providing social support for victims of family violence. Through the ease of reporting these incidents, police officers are notified in a short period of time, and support mechanisms are devised to support the victims in every aspect, whether financially and/or socially. The SPS operates round the clock, and provides services in the most discrete manner to its customers, to serve the confidentiality of their cases and provide a free and trust-worthy environment for them to express their cases without intervention or manipulation of facts. The SPS will set the pathway for other policing agencies across the world to follow Dubai Police's vision and strategies in order to establish policing units with minimal resources to achieve highest policing and security qualities.

Question 2

Please explain how the initiative is linked to the category and criteria selected (100 words maximum)
The SPS promotes digital transformation in the public sector institution as it is an automated station that serves the public round the clock, without any staff intervention. The idea is that people can seek assistance remotely and interact with police officers through video conferencing, whenever required. Moreover this initiative utilizes latest technologies and monitoring techniques to provide highest level of security and spread the sense of safety among the public.

Question 3

Please describe in what ways the initiative is contributing to the implementation of the 2030 Agenda for Sustainable Development and the realization of the SDGs. Specify which SDG(s) it is relevant to. (100 words maximum)
This initiative contributes to implementing the 2030 Agenda in multiple ways including: • Gender Equality: provides instant measures to tackle discrimination and violence towards women and enhances the use of technology towards women empowerment. • Industries, Innovation & Infrastructure: promoting sustainability by increasing resource-efficiency and adopting clean environmental technologies • Climate Change: saving resources by digital transformation of the policing service • Peace, Justice & Strong Institutions: ensure everyone enjoys a prosperous life free from fear and violence to achieve sustainable development. • Global Partnerships: provide an opportunity for global partnerships so that other countries can benefit and save resources

Question 4

The initiative must have positive impact on a group or groups of the population, especially the vulnerable (i.e. children, women, older persons, people with disabilities, etc.) within the context of your country or region. Please explain how the initiative has addressed a significant shortfall in governance, public administration or public service within the context of a given country or region. (200 words maximum)
International studies showcase that in many areas across the world, community members tend to exhibit fear from interacting with police officers. This fear is caused by the profile of a policing entity being a law enforcement agency that is associated with punishments for illegal actions as an effective remedy. In addition, Women and children especially in this culture are unaware of their rights; therefore, in most cases they fail to report harassments. However, Dubai Police profile is rather known as a community-based policing agency that seeks to provide sound and sustainable solutions to educate the public and raise awareness of their rights as a first step towards crime prevention. With Dubai being an international business hub, it is home to over 200 nationalities and received over 15.8 million visitors in 2017 only. The SPS offers a confidential service point where all members of the society can inquire about their rights, file complaints, and request for procedures and policies. As some people may not feel comfortable approaching a conventional police station, the SPS provides a sense of discretion and confidentiality to avoid any discomfort. Most importantly, the station provides convenient services for handicapped people and saves them time and effort.

Question 5

a. Please explain in which way the initiative is innovative in the context of your country or region (100 words maximum)
The SPS initiative introduces the future of policing for any police station in the world. Being the first smart automated police station in the world, it provides a virtual interaction for the public, ease and convenience in seeking assistance and follow up. It is an incremental innovation stemming from Dubai Police smart mobile services, where residents and visitors can request for support through their mobile phone applications. Cases filed from the SPS can be tracked and traced by the requesters right from the comfort of their home, using their mobile apps or internet browsers.
b. Please describe if the innovation is original or if it is an adaptation from other contexts (100 words maximum)
The initiative is the first of its kind in the world, stemming from the evolution of the smart services framework in Dubai Police. Over the past ten years, Dubai Police integrated smart applications into its system, with over 75 services are offered through the applications, however, tracking of application progress must be followed by a visit to the station. The SPS comes as a developed to reduce effort and waiting time and reduce congestion in the police stations. With the SPS, Incidents reporting take place on the spot, while status can be tracked via smart apps and mobile phones.

Question 6

Has the initiative been transferred and adapted to in other contexts (e.g. other cities, countries or regions) to your organization’s knowledge? If yes, please explain (100 words maximum)
The SPS has gained the costumer’s satisfaction and reduced operational costs compared to conventional police stations. With this efficiency and success, Dubai Police launched 2 new SPS stations in the downtown (crowded) areas of Dubai, areas where tourists and residents often visit, to allow for easier access to all users. In addition, in November 2018, Dubai Police showcased the SPS at the Smart Cities Exhibition in Barcelona where it received great positive impact from the audience. Benchmark and feasibility studies are currently taking place to verify the success of expanding the concept beyond the Emirate of Dubai.

Question 7

a. What resources (i.e. financial, human or others) were used to implement the initiative? (100 words maximum)
A team of experts from Dubai Police and leading technology experts from different organizations was formed to plan and launch the SPS. Other external stakeholders, such as Meraas, a real-estate developer seeking the development of happy communities, contributed in financing the initiatives and hosting it in one of the busiest areas in Dubai. A total investment of AED six million was used for the full development of the SPS. This includes also the improvements carried out throughout the SPS lifetime, which were a result of customers feedback from their experience.
b. Please describe whether and how the initiative is sustainable (covering the social, economic and environmental aspects) (200 words maximum)
The SPS initiative contributes to achieving sustainability as it: 1) Socially: Simplifies social interaction for the public users, saves time, avoids congestion and queues. It allows for instant processing at any time of the day and can communicate with the user in any language of their preference. 2) Economically: Saves expenditures associated with running police stations such as office and printing supplies, furniture, kitchen supplies and others. Internal studies have shown that operating a conventional police stations costs an average of AED 60 million, whereas the cost of operating the SPS is averaged around AED 6 million (10% of the conventional cost). 3) Environmentally: Reduces energy consumption (electricity and water) as it requires no human presence in the station itself. The tools used to operate the SPS are of highest energy efficiency consumption, which significantly reduces the carbon footprint associated with the services offered by Dubai Police. Digital transformation also eliminates printing as all documents are available online and accessed via smart phones; thereby saving resources and decreasing the negative impacts on the environment.

Question 8

a. Has the initiative been formally evaluated either through internal or external evaluation?
Yes
The SPS initiative was evaluated on its progress of operation on a year-to-year basis, and compared against the conventional police stations running in areas of similar customer exposure through residents and tourists visits. The evaluation included measuring customer satisfaction through ease of transaction, request processing time, service delivery time, and waiting time for customers visiting the station. Productivity and cost measures were also evaluated for cost reduction and efficiency, and customers satisfaction of transaction and request costs.
b. Please describe the indicators that were used (100 words maximum)
The indicators used are correlated with Dubai Police’s ability to perform its core business operations in the most efficient and productive manner possible. The indicators used to evaluate the initiative include: 1) Customer satisfaction rates, measured through surveys and online questionnaires 2) Service application time: measured from the moment the applicant request an application 3) Awaiting time of application receipt. 4) Service accomplishment time and closure of request 5) Service cost 6) Over All Productivity measured in total number of successful request and transactions performed
c. Please describe the outcome of the evaluation (100 words maximum)
The assessment of the key performance indicators and its associated results show that: 1) Customer satisfaction rate for the SPS customers was recorded at 94.3%, while a police station operating in similar geographical area recorded 64.2%. 2) Service application time for SPS customers is 5 minutes, while a conventional police station requires 63 minutes. 3) Waiting (processing) application time for SPS customers is instantaneous, while a conventional police station requires an average of 61 minutes. 4) Service accomplishment time for SPS customers amounted to a total of 5 minutes while a conventional police station requires 124 minutes.

Question 9

The 2030 Agenda for Sustainable Development puts emphasis on collaboration, engagement, coordination, partnerships, and inclusion. Please describe what and how stakeholders were engaged in designing, implementing and evaluating the initiative. Please also highlight their roles and contributions (200 words maximum)
Internal stakeholders from Dubai Police were involved in the initiative by assigning project management charter to conduct brainstorming sessions that focused on strength, weaknesses, hotspots demand, areas for improvement and researching advanced and reliable technologies. The teams also worked on the best design for the station taking into account efficiency in construction and operation, as well as choosing the appropriate location. On the other hand, external stakeholders, such as Meraas, a real-estate developer seeking the development of happy communities, contributed in financing the initiatives and hosting it in one of the busiest areas in Dubai. In addition, customers played a critical role as external stakeholders as their feedback from experience is used to improve the SPS services and develop new services as deemed required from the public.

Question 10

Please describe the key lessons learned, and any view you have on how to further improve the initiative (100 words maximum)
The SPS proves that digital transformation is by a no means a method that reduces employment rates, but rather an advanced tool that simplifies processes both for the customer and service provider. This initiative proves that resources can develop in their career paths from simple customer representatives at police counters to research and development officers who cater for improving the customer services experience. Future plans include the diversion of financial resources used to operate buildings in current police stations to capacity building, research and development in the areas of smarter police stations for the happiest customers experiences.

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