Customer Councils - The second phase of the Zero Government Bureaucracy
Starting Date: 10/02/2026
Closing Date: 12/02/2026
Participation Summary
Topic:
The "Zero Bureaucracy" initiative is part of the UAE's vision to develop government work and enhance its efficiency by simplifying procedures, accelerating services, and improving customer satisfaction. This initiative aims to highlight pioneering efforts in streamlining administrative processes and showcase success stories and tangible impacts of government digital transformation, thereby promoting transparency and enhancing the customer experience.
Objective:
To engage users and members of the community in developing and improving government procedures and services by leveraging the outputs of the Customer Councils, and supporting the "Zero Bureaucracy" initiative. This contributes to enhancing service efficiency, improving the customer experience, and strengthening transparency and trust between government entities and the public.
Process:
Three Customer Councils were conducted throughout 2025. We began with gathering challenges and setting priorities, followed by redesigning the customer experience for priority processes, and concluded with testing the proposed solutions and verifying their effectiveness before launch.
Outcome And Impact
Total Attendance: 379 participants
Community Engagement: All segments of society were involved, including senior citizens, people of determination, and youth. Government entities, the private sector, media, and the public also participated.
Key Developments:
- Public Budget Process: Important improvements have been made to make the process more efficient and support the Zero Bureaucracy initiative.
Simplifying the catalog purchasing process by enabling direct navigation to the supplier's page, in addition to reducing the number of fields from 9 to 6, and enhancing a smart search engine to deliver more accurate results.
- Federal Real Estate Assets Platform: A faster and more efficient digital platform, with governance that ensures accuracy and transparency.
- "Sadeed" Competition: The Ministry of Finance launched the "Sadeed" competition as a platform for innovative ideas and constructive suggestions. It aims to improve government services, make the customer journey easier, and involve people as active partners in supporting the Zero Bureaucracy program.
Council Discussions:
The Council held in-depth discussions on ten main topics, based on the outputs of the first council held on 29 July:
- Final Accounts Preparation
- Request for financial authority in the federal financial system
- Smart Payroll Officer
- Real Estate Asset Registration
- Request to Impose or Amend Fees for Federal Entity Services
- Opening and Closing Bank Accounts for Federal Entities
- Preparation of Government Financial Statistics Reports
- Tax Classification Requests for VAT and Corporate Tax
- Budget Preparation Procedures
- Procure-to-Pay (P2P)
- Government Tendering
- Contract Management in the Digital Procurement Platform
- Supplier Registration
The Council also highlighted the roadmap for federal government financial policies and procedures and improving the efficiency of the Digital Procurement Platform.
Ongoing Efforts:
The Ministry of Finance continues its work to remove bureaucratic procedures, improve government efficiency, and provide smooth and high-quality services to all customers.