Dubai’s ruler, Sheikh Mohammed bin Rashid Al Maktoum, has reprimanded three government managers for obstructing public access to their offices, in violation of the emirate’s “open doors” policy. In a statement on Wednesday, the Vice-President and Prime Minister of the UAE emphasized that these officials had created large, exclusive offices for themselves and blocked access under the guise of promoting digital government services.
Sheikh Mohammed revealed that the managers had even stationed secretaries, building security, and other personnel at their doors to prevent people from reaching them. He expressed strong disapproval of their actions, highlighting the importance of direct communication with the public in Dubai’s government culture.
The criticisms stemmed from the findings of the government’s “mystery shopper” initiative, which involves anonymous citizens evaluating the services of various government departments. The initiative provided a report to Sheikh Mohammed, underscoring both lapses and successes in public service delivery.
“The key to our success lies in serving people, simplifying their lives, and maintaining constant communication with them,” Sheikh Mohammed wrote on X (formerly Twitter). He added that anyone who fails to adhere to these principles would be replaced.
In contrast to the reprimand of the three managers, Sheikh Mohammed also praised Mohammed Al Marri, the Director-General of the General Directorate of Residency and Foreigners Affairs (GDRFA). Al Marri was commended for his commitment to public service, maintaining an open office that is always accessible to the people and ensuring that exceptional cases receive swift attention.
This commitment to accessible and efficient public service has been a cornerstone of Dubai’s governance. Sheikh Mohammed reiterated that the culture of “no doors before the people” has been a guiding principle in Dubai’s development over the last 30 years.
The Ruler’s focus on public service standards is not new. In 2019, Sheikh Mohammed publicly criticized an Emirates Post office for poor service, sharing a photo of a long queue. He also made an unannounced visit to government offices in 2016, finding that certain officials were absent during working hours.
In addition, the UAE’s Mystery Shopper app, launched in 2020, allows residents to rate their experiences at government service centers, including employee conduct, wait times, and other factors, ensuring that officials are held accountable to the people they serve.
