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Meanwhile, the Emirates Post, the Pensions Authority, and Ministry of Sports were
ranked as the worst three entities in cutting down bureaucracy.

The leader offered advice to these entities by saying: "And to those who have not put
in enough effort... the bad systems created by government bureaucracy over the
years can be changed with bold and swift decisions in just a few days. This also
applies to the individuals and officials involved."

Highlighting the essence of the initiative and placing importance on "thinking out of
the box", the Ruler shared how government bureaucracy is the art of turning simple
things into complex ones and is the "art of creating administrative systems to combat
individual creativity."

"In government bureaucracy, procedures are more important than outcomes...
paperwork is more important than delivering services... and systems and rules are
put in place to limit thinking outside the box."

This is not the first time the leader has publicly announced performance reviews of
government entities and called out those with poor performance.

In 2020, the country launched the 'UAE Mystery Shopper' app, which is a method
commonly used to gather information and measure the quality of services offered.
Prior to this, the Dubai Ruler had referred to his own personal team of mystery
shoppers who would be sent to evaluate government services.

At the end of 2024, the leader called out three managers who were found to have
blocked public access to their government offices - which is in violation of the
emirate's culture of "open doors for the people".

Back in 2023, Sheikh Mohammed reviewed the results of UAE's customer
satisfaction rating tool and revealed the best and worst government services in the
country. The same year, the director of a hospital in the UAE had been
replaced after the healthcare facility featured at the bottom of the list of worst service
centres.

In 2021, the leader announced the best and worst government service centres in the
country.

In 2019, the leader listed out the top five and worst service centres across the
country, where Fujairah's Federal Authority for Identity and Citizenship centre was
named as the best performing entity, while Emirates Post's Al Khan Branch in
Sharjah was named the worst performing centre.

https://www.khaleejtimes.com/uae/uae-vice-president-names-3-best-worst-govt-
departments-to-reduce-bureaucracy