Vision

To have the United Arab Emirates as one of the best countries in the world in achieving safety and
security 

Mission
To work effectively and efficiently towards enhancing the quality of life in the UAE community, through
smart delivery of safety and security services within an innovation-driven environment to protect lives,
honours and properties
Contents
Speech of His Highness Sheikh
Khalifa bin Zayed Al Nahyan
4-7
Speech of His Highness Sheikh
Mohammed bin Rashid Al Maktoum

Speech of the Director General

8-9

Introduction 10-11

Fire and rescue 12-21

Community Awareness 22-29

Engineering plans 30-37

Inspection and licensing 38-51

Hazardous substances 52-81

Companies approval 82-113

Intelligent Systems 114-123

 The development strategy of the country has adopted the principle of
balance and the activation of all available capabilities without exception, and
most importantly, this strategy has taken upon itself to keep pace with the
movement of development and transformation that the global economy knows
and the challenges that this represents.
H.H. Sheikh Khalifa Bin Zayed Al Nahyan
UAE President
I want the government to work 24 hours a day, just like the aviation sector.
I want it to be close to clients, closer to those in the hotel sector. I also want
the future government to be able to complete all government transactions
from one place via a mobile phone; this is how I see the future government.
H.H. Sheikh Mohammed Bin Rashid Al Maktoum
UAE Vice President
Prime Minister and Ruler of Dubai
 Speech of the
Director General

8 Services Guide
In achievement of the UAE’s vision to be one of the best countries in the world in 2021, His Highness
Sheikh Mohammed bin Rashid Al Maktoum, Vice President, Prime Minister and Ruler of Dubai,
launched the Emirates Program for Excellence in Government Service in March 2011, with the aim
of raising the efficiency of government services to the level of 7 stars, focusing on Customer and
government efficiency enhancement.
That is why we are keen to ensure that the indicator for measuring the success of our services is the
satisfaction of customers through setting and achieving specific, measurable goals that emanate from
the strategic objectives of the civil defense, and integrate with the strategic goals of the government
and the Ministry of Interior, and at the forefront of which are re-engineering and simplifying procedures,
and reducing the time for service completion And achieving the best that dealers expect from the civil
defense based on what smart services have been achieved to them so far.
The time achieved to complete the service, and the time taken to wait for service provision, in some
services must be shortened, and to reach the strategic goal (zero service delivery time) achieved in
other smart civil defense services, through Submitting an applications (the innovative smart services
project),which is to include all our services provided to companies, consulting offices and the public,
and to complete the opening of new service outlets for those dealing with civil defense.
The Dubai Civil Defense is working on a smart transformation in all the services it provides to its
partners (the government sector and the private sector and individuals), including the accurate
implementation of the requirements and standards of the pioneering service (7 stars), the achievement
of the requirements of distinguished quality in the services provided to the customers, and their
happiness, whether they are individuals or governmental or private sector.

Major. Gen. Expert / Rashid Thani Al Matrooshi

Director General of Dubai Civil Defense

Services Guide
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 Introduction

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The Dubai Civil Defense GHQ is keen to provide distinguished government services with a seven-star
level, by applying the basic principles for providing government services and developing their quality,
improving customer experience, obtaining their satisfaction and happiness, providing better and more
efficient services, applying unified service standards, as well as building a high-end job culture, in
which the prevailing standards are: (excellence and leadership in service), focusing on customers,
and enhance the efficiency of service-providing employees.
We are aware that customers’ opinion of services is a fundamental factor in the process of developing
services, and we are keen to receive their comments and suggestions, study them, and evaluate them
according to indicators measuring customer happiness and satisfaction with our services. In addition
to diagnosing services that did not help customers, identifying the causes of weaknesses in them and
excluding them, using the results of measuring service performance indicators, which is one of the
main capabilities of the Sheikh Khalifa Government Excellence Program.
The service cards mentioned in the (services guide) have included the most basic requirements for
each service, and the customer will find in them the most important evidentiary elements required
to complete the service, in the fastest time, more accurate and less effort. Each service has its
requirements for securing, all procedures and steps for providing the service, as well as service
interconnection with other services, determining the time of service completion, channels of service
delivery, working hours, and contact phone numbers to provide assistance when needed, to ensure
governance of performance and the happiness of customers.

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Fire and rescue

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Community
Awareness

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Engineering plans

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Inspection and
Licensing

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Hazardous
substances

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Companies
Approval

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Smart Systems

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