emirates7 - The Ministry of Energy and Infrastructure (MoEI) held its inaugural customer council meeting focused on the mortgage release process following loan repayment.
The meeting aimed to boost transparency, streamline service efficiency, and collect feedback from beneficiaries.
This effort highlights the Ministry’s dedication to customer-focused service development and ongoing enhancement of housing procedures, aligning with national smart government objectives.
Attended by representatives from federal and local government bodies, Emirates Development Bank, and several customers, the council addressed key obstacles that had previously complicated the mortgage release process.
These issues included multiple required visits, inconsistent documentation requirements across emirates, and the absence of digital coordination among relevant authorities, all of which extended the customer journey and increased procedural complexity.
Council members introduced a new integrated service model designed around digital government principles. This approach marks a transition from a traditional, manual process to a seamless, flexible, and high-quality customer experience.
The model will first be piloted in Ajman before being rolled out across other emirates.
Notable improvements feature the automatic cancellation of direct debit arrangements by Emirates Development Bank once the customer repays the loan, removing the need for manual steps.
In some emirates, the new system also removes the requirement for in-person visits to collect loan guarantees, simplifying the process further.
Moreover, digital integration has been activated between the Ministry, the bank, and Ajman’s Department of Land and Real Estate Regulation, allowing all involved parties to receive automatic notifications once transactions are completed.
These enhancements reduce the time to finalize the service to just one working day after repayment. Overall, they signify a fundamental overhaul of the service delivery cycle.
The new mortgage release service exemplifies effective government integration, cutting the customer journey by up to 100%, reducing visits from five to zero, and eliminating the need for six documents.
This transformation reflects the UAE Government’s dedication to Zero Bureaucracy principles, aiming to seamless, customer-centric government services.
Speaking to council members and attendees, Eng. Sharif Al Olama, Undersecretary for Energy and Petroleum Affairs at MoEI, said, “This Customer Council meeting supports the UAE Government’s vision of smart, flexible services that prioritize customers. It shows our commitment to involving customers in decision-making and promoting transparency. The solutions proposed today are based on genuine needs identified through the Government Accelerators program.”
He added, “We believe zero bureaucracy can only be achieved through digital integration, simplified procedures, and removing unnecessary requirements—goals we have started to realize with this initiative. The Ministry will continue partnering strategically to turn the council’s outcomes into tangible improvements that boost customer satisfaction and raise the UAE’s standing in government service efficiency globally.”
Eng. Mohammed Bin Taliah, Chief of Government Services for the UAE Government, highlighted that customer councils are vital in advancing zero bureaucracy by giving voice to customers and providing insight into real challenges. This input helps redesign government services to be simpler, more flexible, and efficient. He emphasized that the mortgage release service represents a major advancement in federal-local integration.
Eng. Omar bin Omair Al Muhairi, Director-General of Ajman’s Department of Land and Real Estate Regulation, stated that participating in the first customer council on mortgage release procedures reflects the strategic partnership with MoEI and ongoing joint efforts to shape the real estate sector’s future and improve government efficiency through proactive service packages that align with rapid development.
The meeting aimed to boost transparency, streamline service efficiency, and collect feedback from beneficiaries.
This effort highlights the Ministry’s dedication to customer-focused service development and ongoing enhancement of housing procedures, aligning with national smart government objectives.
Attended by representatives from federal and local government bodies, Emirates Development Bank, and several customers, the council addressed key obstacles that had previously complicated the mortgage release process.
These issues included multiple required visits, inconsistent documentation requirements across emirates, and the absence of digital coordination among relevant authorities, all of which extended the customer journey and increased procedural complexity.
Council members introduced a new integrated service model designed around digital government principles. This approach marks a transition from a traditional, manual process to a seamless, flexible, and high-quality customer experience.
The model will first be piloted in Ajman before being rolled out across other emirates.
Notable improvements feature the automatic cancellation of direct debit arrangements by Emirates Development Bank once the customer repays the loan, removing the need for manual steps.
In some emirates, the new system also removes the requirement for in-person visits to collect loan guarantees, simplifying the process further.
Moreover, digital integration has been activated between the Ministry, the bank, and Ajman’s Department of Land and Real Estate Regulation, allowing all involved parties to receive automatic notifications once transactions are completed.
These enhancements reduce the time to finalize the service to just one working day after repayment. Overall, they signify a fundamental overhaul of the service delivery cycle.
The new mortgage release service exemplifies effective government integration, cutting the customer journey by up to 100%, reducing visits from five to zero, and eliminating the need for six documents.
This transformation reflects the UAE Government’s dedication to Zero Bureaucracy principles, aiming to seamless, customer-centric government services.
Speaking to council members and attendees, Eng. Sharif Al Olama, Undersecretary for Energy and Petroleum Affairs at MoEI, said, “This Customer Council meeting supports the UAE Government’s vision of smart, flexible services that prioritize customers. It shows our commitment to involving customers in decision-making and promoting transparency. The solutions proposed today are based on genuine needs identified through the Government Accelerators program.”
He added, “We believe zero bureaucracy can only be achieved through digital integration, simplified procedures, and removing unnecessary requirements—goals we have started to realize with this initiative. The Ministry will continue partnering strategically to turn the council’s outcomes into tangible improvements that boost customer satisfaction and raise the UAE’s standing in government service efficiency globally.”
Eng. Mohammed Bin Taliah, Chief of Government Services for the UAE Government, highlighted that customer councils are vital in advancing zero bureaucracy by giving voice to customers and providing insight into real challenges. This input helps redesign government services to be simpler, more flexible, and efficient. He emphasized that the mortgage release service represents a major advancement in federal-local integration.
Eng. Omar bin Omair Al Muhairi, Director-General of Ajman’s Department of Land and Real Estate Regulation, stated that participating in the first customer council on mortgage release procedures reflects the strategic partnership with MoEI and ongoing joint efforts to shape the real estate sector’s future and improve government efficiency through proactive service packages that align with rapid development.