Ajman Highlights Next-Generation Services to Advance Zero Bureaucracy and Enhance Customer Experience

Department of Digital Ajman, in cooperation with the Ajman Department of Economic Development, organised the Next-Generation Services Forum 2026, hosted by the Department of Economic Development. The Forum forms part of joint efforts to develop government services, enhance the customer experience and strengthen integration among government entities across the Emirate.

The Forum was attended by Sheikh Rashid bin Ammar bin Humaid Al Nuaimi, Chairman of Department of Digital Ajman, along with a number of leaders and representatives of government entities in the Emirate of Ajman.

The Forum was held as part of efforts to advance next-generation services within the framework of the Zero Bureaucracy and Holistic Experience Programmes. It focused on simplifying government journeys, reducing procedures and delivering more integrated and proactive services that respond to the needs of individuals, the business sector and government entities.

The Forum reviewed leading experiences and practices that contribute to redesigning services from the customer’s perspective, while highlighting distinguished models in simplifying procedures, harnessing artificial intelligence and developing integrated government services.

It also explored future directions for government service development, highlighting models that support the simplification of procedures, strengthen integration among government entities and leverage modern technologies to design more proactive and efficient services.

Her Excellency Dr Ohoud Ali Shehail, Director General of Department of Digital Ajman, affirmed that next-generation services represent a transformation in the way government services are conceived, rather than merely a transformation in the tools used to deliver them.

She stated that customers should neither see the complexity behind a service nor bear the burden of coordination among government entities, explaining that their need is one and their experience should be seamless.

She added that the concept of next-generation services extends beyond delivering faster services to providing services that understand customers’ needs, reach them at the right time and complete their journey with the least possible effort.

She noted that true success lies in ensuring that simplicity is what customers experience, regardless of the scale of the work taking place behind the service. This direction, she affirmed, reflects Ajman’s commitment to developing government services that are closer to people and more responsive to their expectations.

For his part, His Excellency Saif Ahmed Al Suwaidi, Director General of the Ajman Department of Economic Development, affirmed that zero bureaucracy represents an advanced stage of government development, founded on redesigning the customer journey from the ground up and moving beyond partial procedural improvements towards the development of smarter, more seamless and integrated services.

He stated that the Department of Economic Development’s hosting of the Forum reflects its commitment to supporting the development of government services related to the business sector and enhancing the ease of conducting economic activities in the Emirate. He noted that next-generation services are not confined to reducing steps or shortening processing times; rather, they seek to build an intelligent experience that anticipates the needs of investors and business owners, delivering clear services with the least possible effort and complexity.

He added that every streamlined procedure, every requirement that is reassessed and every service journey that is redesigned gives the business sector greater scope for growth, while supporting Ajman’s competitiveness as an attractive, flexible and future-ready economic environment.

He noted that harnessing artificial intelligence and data in the development of government services opens new horizons for transitioning from responsive to proactive services, through a deeper understanding of customer needs, identifying opportunities for simplification, improving decision-making and accelerating service completion.

As part of efforts to encourage government entities to develop more efficient and proactive services, the Forum announced the award categories associated with the Zero Bureaucracy and Holistic Experience Programmes.

The announced categories included: Zero Government Bureaucracy in the Business Sector; Harnessing Artificial Intelligence for Zero Bureaucracy; Best Service in the Holistic Experience; Government-to-Government Services; Zero Bureaucracy to Make People’s Lives Easier; Best Bundle of Integrated and Proactive Services; and the Cooperative Customer category.

The Next-Generation Services Forum 2026 reinforces the Emirate of Ajman’s direction towards developing a more integrated and flexible government ecosystem, founded on simplifying procedures, eliminating unnecessary steps and designing services that begin with the customer’s needs and conclude with clear, tangible outcomes.