SMART DUBAI

TOWARDS BECOMING THE HAPPIEST CITY ON EARTHWESAM LOOTAH, CEO, DUBAI SMART GOVERNMENT ESTABLISHMENT

Our ambition is to touch the life of every individual — to achieve a happier life for all.

UAE Vice President Prime Minister and Ruler of Dubai,

His Highness Sheikh Mohammed bin Rashid Al Maktoum

SMART DUBAI

Our vision is to make Dubai the

happiest city on Earth

Our mission is to create happiness, by embracing

technology innovation—making Dubai the most

efficient, seamless, safe and impactful experience

for residents & visitors.

SMART DUBAI

A city-wide initiative to transform

into the world’s smartest city

By 2017, Dubai aims to establish itself as the smartest

city on the planet. Driving unparalleled quality of life for

its residents & visitors, using smart technology across 4

pillars & 6 dimensions.

SMART DUBAI

Technology only builds

solutions. Great solutions drive

happiness.Our visionary leader Sheikh Mohammed Bin Rashid

Al Maktoum equates technology to a building block

towards extraordinary quality of life—not the end

goal. Sustained resident & visitor happiness is the

purpose of the journey.

SMART DUBAI

Dubai has pioneered smart city

solutions for over twenty years

We have an opportunity to become a blueprint for

emerging economies with greenfield infrastructure.

ICT STRATEGY

E-GOVERNMENT

DUBAI

INTERNET CITY

DUBAI MEDIA CITY

BURJ KHALIFADUBAI METRO

SMART DUBAI

INITIATIVE

SMART GOVERNMENT

2014

2010

1999

20012009

20132000

2015

DUBAI DATA

SMART DUBAI OFFICE

DUBAI SMART

GOV ESTABLISHMENT

LEGACY OF DIGITAL LEADERSHIP

2016

OUR MANDATE

INITIATIVES

DIMENSIONSPILLARS

SMART SERVICES

RANKED

OUR PILLARS

SAFE

SEAMLESSEFFICIENT

IMPACTFUL

Optimised use

of city resources

Integrated daily

life services

Anticipate risks

& protect people and

information

Enriched life

and business

experiences for all

OUR DIMENSIONS

ECONOMY

LIVING

GOVERNANCE ENVIRONMENT

PEOPLEMOBILITY

Innovative economic

conditions fuelling

entrepreneurship & global

competitiveness

Innovative, transparent

government services with

public, private & civil

engagement

Innovative resource,

pollution & asset

management for

sustainability

Exceptional quality of life,

accessible education,

culturally vibrant lifestyle

Seamless, efficient transport

of people & movement of

ideas enabled by innovative

infrastructure

Culture of continual learning,

innovating & participating in

an inclusive society

STRATEGIC PARTNERS

THE PROCESS

CURRENT STATE

BLUEPRINT

ROADMAP

GLOBAL BENCHMARK

FUTURE DUBAI

SMARTEST CITY

BEST PRACTICES

HAPPINESS

METER

1.4 MILLION VOTES FOR

CITYWIDE HAPPINESS

CX LAB

CUSTOMER EXPERIENCE

LAB

DUBAI DATA

THE MOST AMBITIOUS

DATA INITIATIVE

MYID

DUBAI DIGITAL IDENTITY

SYSTEM

DUBAI NOW

FIRST TRUE HUB FOR

GOV SERVICES

SMART DUBAI

PLATFORM

DIGITAL BACKBONE

POWERING SMART DUBAI

Highlighting Smart Dubai

initiatives already contributing

to making Dubai a happier

and smarter city today.

HAPPINESS METER

HAPPINESS METER

A city-wide happiness meter at digital and physical

customer service touchpoint powering the Happiness

Meter Index (HMI)

Government websites

Government service centres

Downloadable mobile apps

TOUCHPOINTS

1.6 million votes in less than 1 year.

HAPPINESS METER

Powering a live customer

happiness map at service

touchpoints citywide.

Happiness Meters are now active at 83 government service centres across Dubai.

HAPPINESS METER

Supporting decision makers

from all participating entities.

The Happiness Meter Dashboard delivers a citywide view of customer happiness - the HMI

CUSTOMER EXPERIENCE LAB

19

CUSTOMER EXPERIENCE LAB

The first government customer experience lab,

dedicated to putting the customer at the centre of

everything we do.

Customer-Centred Design is the creation of

interfaces and related services that provide

an effective, efficient and satisfying customer

experience, based on customer input and

feedback.

DESIGN

EVALUATE

SUPPORT

DISCOVER1

2

3

4

20

CUSTOMER EXPERIENCE LAB / DUBAINOW

CONCEPT PROTOTYPE

21

CUSTOMER EXPERIENCE LAB / ACCESSIBLE KIOSK

CONCEPT PROTOTYPE

22

CUSTOMER EXPERIENCE LAB / DUBAI.AE

DUBAI NOW

DUBAI NOWالتحّول

DUBAI NOW

26

DUBAI NOW

We believe today is no longer good

enough — People want services in the

moment. Now.

Achieving the mandate of His Highness Sheikh

Hamdan bin Mohammed, we have delivered

the first true government service hub, uniting

over 50 government services in a single

customer touchpoint across all channels.

DUBAI NOWالتحّول

DUBAI NOWالتحّول

Best one-stop app category

WINNER

Presented at the World Government Summit 2016

DUBAI DATA

The world’s most comprehensive and

ambitious data initiative was announced

October 17, 2015 by His Highness

Sheikh Mohammed

Open & Shared Data

Public & Private Sector

Data Law

Data Manual

Governing Body

DUBAI DATA

MY ID

MY ID

Single sign-on digital identification system for Dubai,

enabling seamless and safe access to citywide services

for all.

1 Registration

11 Government entities

250 Digital services

MY ID

1 REGISTRATION

1 IDENTITY

ALL SERVICES

SMART DUBAI PLATFORM

SMART DUBAI PLATFORM

The new digital backbone of Dubai uniting and powering the next phase of our smart transformation

SMART DUBAI PLATFORM

Launching the Smart Dubai Platform –

the digital backbone powering the Smart

City

The Smart Dubai Platform will be the next generation

digital ecosystem (OS) for city services, IoT, Cloud,

and Big Data across all dimensions.

LAUNCHING IN 2016

SMART DUBAI PLATFORM

Benefiting the private

sector from open and

shared city data.

Smart Dubai is implementing the Smart Dubai Platform,

the new digital backbone powering Dubai’s smart city

transformation.

SMART DUBAI PLATFORM

Collaboratively designed

from the ground-up to

benefit everyone.

Uniting city services, big

data, cloud, IoT and

digital identity across all

dimensions.

Enabling impact from

Strategic Partners &

government entities

across all pillars

SERVICE ENABLEMENT

INFRA-STRUCTURE

DATA ORCHESTRATION

APPLICATIONDashboards and applications for

public within a unified services

ecosystem.

Public and private data

analytics, governance and

services platform.

Secure and accessible data

intake, transformation and

storage.

Citywide data, ICT and Internet

of Things infrastructure.

GOVERNMENT PRIVATE PEOPLE

SMART DUBAI PLATFORM

“Smart technology innovation is unlocking opportunities for all city stakeholders — driving valuable insights, increasing efficiency and improving experiences for all residents and visitors.”

Wesam Lootah, CEODubai Smart Government EstablishmentA Smart Dubai Establishment

SMARTDUBAI.AE #SMART DUBAIWESAM LOOTAH, CEO, DUBAI SMART GOVERNMENT ESTABLISHMENT