The Ministry of Energy and Infrastructure (MoEI) has launched a new, digitally integrated model to streamline the mortgage release procedure after loan repayment, significantly reducing processing times and eliminating the need for customer visits and physical documents. This initiative, unveiled during the Ministry’s first customer council meeting on the topic, reflects the UAE government’s commitment to “Zero Bureaucracy” and the development of customer-centric services.
The customer council, comprising representatives from federal and local government entities, Emirates Development Bank, and various customers, addressed key challenges that had previously complicated the mortgage release process. These challenges included the need for multiple visits, varying document requirements across emirates, and a lack of digital integration between involved parties, leading to prolonged customer journeys.
The new integrated model, designed in line with digital government principles, represents a shift from traditional service approaches to a seamless, flexible experience. Initially, the model will be implemented in Ajman before being rolled out across other emirates.
Key improvements under the new model include:
- Automatic cancellation of direct debit by Emirates Development Bank upon loan repayment, eliminating manual intervention.
- Elimination of in-person visits in certain emirates for collecting loan guarantees.
- Activated digital integration between MoEI, Emirates Development Bank, and the Department of Land and Real Estate Regulation in Ajman, ensuring automatic notification to all concerned parties upon transaction completion.
These changes are projected to reduce the service completion time to just one working day from the date of repayment. The transformation effectively eliminates the need for customer visits, reducing the number from five to zero, and eliminates the requirement for necessary documents, reducing the number from six to zero, representing a 100% reduction in the customer journey for certain aspects.
Eng. Sharif Al Olama, Undersecretary for Energy and Petroleum Affairs at MoEI, stated, “The Customer Council meeting aligns with the UAE Government’s vision of building flexible and smart government services that place the customer at the heart of improvement and development… We believe that achieving zero bureaucracy can only be realised through digital integration, streamlined procedures, and the elimination of unnecessary requirements—goals we have already begun to achieve through this initiative.”
Eng. Mohammed Bin Taliah, Chief of Government Services of the UAE Government, emphasized the role of customer councils in achieving zero bureaucracy, viewing them as a direct channel to understand real-world challenges and redesign services for greater simplification, flexibility, and efficiency.
Eng. Omar bin Omair Al Muhairi, Director-General of the Department of Land and Real Estate Regulation in Ajman, highlighted Ajman’s participation as part of its strategic partnership with MoEI to shape the future of the real estate sector and enhance government work efficiency through proactive service packages.
This initiative exemplifies governmental integration, aimed at significantly enhancing customer satisfaction and elevating the UAE’s global rankings in government service efficiency.
–Input WAM
