services directory - abu dhabi directory.pdf · 2 services directory index department overview ......

ServicesDirectory

2017

Services Directory2

Index

Department Overview

Vision Mission Values

Executive Summary General The Objectives of the Directory Scope of Application Sources of the Directory Terms

Service Cards

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Services Directory3

Department Overview

The Department aims at achieving economic development in the Emirate, organizing economic and commercial

affairs, preparing macro economic studies of economic and social variables covering the economic and social

developments in the Emirate of Abu Dhabi, and analyzing the elements affecting these variables.

A comprehensive economic development can be achieved through:

Propose the economic policies for the Emirate.

Optimal utilization of human resources and material resources.

Develop policies and procedures that contribute to increasing economic growth rates and identify trends,

priorities and procedures that enhance Abu Dhabi competitiveness.

Identify the areas of activities and services that can be employed, which make Abu Dhabi a distinct local,

regional and international hub, and identify priorities to be implemented in the short and long term.

Create the investment climate capable of encouraging and attracting national and foreign capital.

Participate in the development and amendment of local and federal legislations for the purpose of

developing economic performance, achieving economic development and improving the investment

climate.

Collect and analyze statistics, conduct studies, and prepare publications, periodicals and preliminary

feasibility studies for various projects.

Services Directory4

VisionLeading the Emirate of Abu Dhabi's economic agenda to achieve a sustainable, balanced and diversified

knowledge-based economy.

MissionA stakeholders-focused organization that is capable of enabling sustainable economic development in the

Emirate of Abu Dhabi, encouraging competitiveness and ensuring the welfare of Abu Dhabi's community.

ValuesLeadership, Interaction, Innovation, Responsibility, and Teamwork Spirit.

Department Overview

Services Directory5

Executive Summary

General

1. This Directory contains the organizational framework for the Department's services directory

2. This Directory is among the Department's properties and must be kept in a safe place

3. This Directory is amended and the amendments are adopted according to the matrix of

authorities approved by the Department

4. This Directory must be updated according to the Department's changing circumstances and

needs to reflect at any time the change in the volume of the Department's activities and the

change in the level of services and authorities

5. The Corporate Development Department is responsible for amending this Directory

according to the quality regulations approved by the Department.

The Objectives of the Directory

This Directory aims at:1. Define the services provided by the Department of Economic Development

2. Enable customers and entities' employees to understand the service delivery mechanism

3. Standardize service delivery procedures in the Department and ensure non-duplication and

waste of resources

Services Directory6

Executive Summary

Scope of Application

This Directory applies to all services provided by the Department of Economic Development to

customers through all channels whether digital or face-to-face services and other service delivery

channels.

Sources of the Directory

Directory of Services Definition and Procedures Documentation Second Edition - issued by Abu

Dhabi Executive Council.

Services Directory7

Terms

1. Service

A series of activities, procedures or processes provided by a government agency or its

representative in the provision of the service and aims to meet the customers' needs

through the different channels of services provision which are based on the interaction

between the customer and the service provider.

2. Channels of Service Provision

A communication means between customers and agencies and services are provided

through different channels, some of which are traditional and others are smart channels.

3. Structure of Services

Main Services: A set of services provided by the government agency and is considered the umbrella which covers the sub-services.

Subsidiary Services: Services that are derived from the main services according to the type of customers or the purose of service.

Executive Summary

Services Directory8

4. Services Classification

Non-joint services: Services that are obtained directly from the service provider without approvals or requirements from other providers, such as the violations

payment service and the certificate issuance service to those interested.

Joint services: Services that are offered by two or more providers where the service is obtained through one entity on behalf of the parties involved in the service. An

example of this is the residence permit issuance service for the servants on the

residents' sponsorship and addition of a wife to a citizen's family book.

5. Classification of customers benefiting from the services

Individuals UAE nationals expatriates, professionals - workers- visitors

Business Sector Private companies

Government Sector Federal or local government agencies

6. Service Code:An identification code composed of letters and numbers specific to each service to

distinguish it from other services.

7. Service Name The name is used to identify the service that distinguishes it from other services

Executive Summary

Services Directory9

8. Service Description

A simplified and accurate explanation of the service that enables customers to

understand the type and nature of the service

9. Structure of Service

Identification of the type of service, whether main or subsidiary.

10. Customer category

The category that benefits from receiving this service, e.g. government, individuals, or

business and if there is more than one beneficiary category, they are identified.

11. Channels of Service Provision

A communication means between customers and agencies through which services are

provided (e.g. Face to Face, Phone, Smart Application, Email ... etc.).

12. Number of steps and time duration

Number of steps and time duration vary depending on the different service delivery

channels. e.g. (A traditional channel: through the number of steps passed by the

customer to achieve the service and the time required to receive the service. A digital

channel: through the number of clicks made by the customer to achieve the digital

service and the time required to receive the service.).

13. Required Documentation

The documents required by the agency from the customer to receive the service.

Executive Summary

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14. Fees The monetary amount the customer pays for receiving the service.

15. Service Relevancy

The service relevancy reflects its connection to the services or approvals provided by

third parties (e.g. Obtaining a building license requires certain approvals and services

from other entities such as Abu Dhabi Sewerage Services Company).

16. Terms of the Service

The requirements and laws determined by the entity relating to access to the Service

(e.g: requirement to being 18 years of age to obtain a driving license).

17. The main output of the service

The final output received by the customer after completing the required procedures

18. Service Performance Indicators

The indicator defined to measure the service in order to ensure the continuation of the

service operation according to the objectives set by the entity.

Executive Summary


List of Services provided by the Business Center

# Main Service Name of Subsidiary Service/ServicesNumber of

Subsidiary Service

DED-SER-01Query for an economic

license

Query for the requirements of the economic

licenseDED-SER-01-01

Query for the economic license registry DED-SER-01-02

DED-SER-02Issuing an economic

license

Issuing the economic name DED-SER-02-01

Issuing an economic license DED-SER-02-02

Renewal of an economic license DED-SER-02-03

Modification of an economic license DED-SER-02-04

Cancellation of an economic license DED-SER-02-05

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Subsidiary Service

DED-SER-03Issuing a certificate for

those interested

Issuing an economic register certificate DED-SER-03-01

Issuing an individuals' status register

certificateDED-SER-03-02

Issuing a true copy of an economic license

certificateDED-SER-03-03


permit

Issuing a vehicle ads permit DED-SER-04-01

Issuing a ads banners/billboards permit DED-SER-04-02

Issuing an ATM/APM ads permit DED-SER-04-03

Issuing a banners/flags ads permit DED-SER-04-04

Issuing a parasols ads permit DED-SER-04-05

Issuing an ads permit for mobile food

vending vehiclesDED-SER-04-06

Issuing an ads permit for promotional

campaignsDED-SER-04-07

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Subsidiary Service


permit

Issuing a permit for brochures and

pamphlets adsDED-SER-04-08

Issuing an ads permit for temporary kiosk DED-SER-04-09

Issuing an ads permit for the award display

platformDED-SER-04-10

Issuing an aerial ads permit for ballons and

aerostatsDED-SER-04-11

DED-SER-05

Handling consumers

and investors'

complaints

Handling consumers' complaints DED-SER-05-01

Handling investors' complaints DED-SER-05-02

DED-SER-06

Payment of the

economic license

violations

Payment of the Department of Economic

Development violationsDED-SER-06-01

Service Cards

Main Service

1. Query for an economic license

#/ Name of Subsidiary Service/Services

1/1Query for the requirements of the economic

license

1/2 Query for the economic license registry


Department Name Department of Trade Licenses

Sector Name Business Affairs Sector

Service Name Query for the requirements of the economic license

Service Structure Main Sub

Main Service Query for an economic license

Service link Linked Not linked

Related transactions Economic Query

Service Code DED-SER-01-01

Service DescriptionThis service aims to enable investors to know the requirements of economic licenses through available channels

Service fees N/A

Performance indicators Service Implementation Time

Service type Procedural

Required time for service Instant Service

Service requirements and conditions

N/A

Service Beneficiary

Local Investor

Expatriate Investor

Governmental Bodies

Public (Persons)

Service Delivery Channels

Email

Website

Service Offices- Kiosk

Call Center

Customer Service Center

Other Channels

SMS

Mobile Application

Card Services Form




Service Name Query for the economic license registry


Main Service Query for an economic license


Related transactions Economic Query


Service DescriptionThis service aims to enable a third party to know the requirements of remote economic licenses through obtaining specific access powers to the system

Service fees N/A





N/A

Service Beneficiary

Local Investor

Expatriate Investor

Governmental Bodies

Public (Persons)


Email

Website


Call Center


Other Channels

SMS

Mobile Application

Card Services Form

Main Service

2. Issuing an economic license


2/1 Issuing the economic name

2/2 Issuing an economic license

2/3 Renewal of an economic license

2/4 Modification of an economic license

2/5 Cancellation of an economic license




Service Name Issuing the economic name


Main Service Issuing an economic license


Related transactions Register an economic name electronicallyRegister an economic name manually


Service DescriptionThis service aims to enable the customer to register an economic name for a certain period (3, 6, 9, 12 months).

Service fees

AED 200/3 months for the non-exceptional economic name AED 1200/3 months for the exceptional name AED 1200/3 months for the name subject to a foreign company branch AED 2200 for the name subject to a foreign company branch with an exceptional name



Required time for service 3 work hours

Service requirements and conditions ID or the unified number

Service Beneficiary

Local Investor

Expatriate Investor

Governmental Bodies

Public (Persons)


Email

Website


Call Center


Other Channels

SMS

Mobile Application

Card Services Form




Service Name Issuing an economic license




Related transactions Issuing an economic license electronicallyIssuing the license for farms and estates Issuing an economic license manually


Service DescriptionThis service aims to enable the customer to issue a new economic license

Service fees AED 100 + economic activities fees



Required time for serviceInstant issuance of irrelevant activities 5 workdays for relevant activities

Service requirements and conditions- Lease contract - Department Official Website - Abu Dhabi Business Center Application

Service Beneficiary

Local Investor

Expatriate Investor

Governmental Bodies

Public (Persons)


Email

Website


Call Center


Other Channels

SMS

Mobile Application

Card Services Form




Service Name Renewal of an economic license




Related transactions Renewal of an economic license electronicallyRenewal of the license for farms and estates Renewal of an economic license manually


Service DescriptionThis service aims to enable the customer to renew the economic license for a maximum of 3 years.




Required time for serviceInstant issuance of irrelevant activities 5 workdays for relevant activities

Service requirements and conditions A valid lease contract for a period not less than 30 days

Service Beneficiary

Local Investor

Expatriate Investor

Governmental Bodies

Public (Persons)


Email

Website


Call Center


Other Channels

SMS

Mobile Application

Card Services Form




Service Name Modification of an economic license




Related transactions

1. Change the nationality for foreign companies2. Change the percentage of partners3. Change the heirs 4. Change a director5. Change the partners' nationality6. Change the measurments of the billboards7. Change the agent of services8. Change the economic name 9. Change the address10. Change the capital11. Change an activity12. Change the partners13. Change the data of the license14. Type of business entity15. Reference16. Cancel the previous advertisement17. Activate the license18. Freeze the license19. Mortgage20. Change the type of the license

Service Beneficiary

Local Investor

Expatriate Investor

Governmental Bodies

Public (Persons)


Email

Website


Call Center


Other Channels

SMS

Mobile Application

Card Services Form



Service Description

This service aims to enable the customer to modify the economic license including the following cases: Change the nationality for foreign companies Change the percentage of partners Change the heirs Change a director Change the partners' nationality Change the measurments of the billboards Change the agent of services Change the economic name Change the address Change the capital Change an activity Change the partners Change the data of the license Type of business entity Reference Cancel the previous advertisement Activate the license Freeze the license Mortgage Change the type of the license




Required time for service3 work hours for irrelevant activities 5 workdays for relevant activities

Service requirements and conditions- Department Official Website - Abu Dhabi Business Center Application




Service Name Cancellation of an economic license




Related transactions Cancel an economic license for a company + company branch / liquidation of a company


Service DescriptionThis service aims to enable the customer to cancel an economic license

Service fees AED 100



Required time for service3 work hours for irrelevant activities 5 workdays for relevant activities


Service Beneficiary

Local Investor

Expatriate Investor

Governmental Bodies

Public (Persons)


Email

Website


Call Center


Other Channels

SMS

Mobile Application

Card Services Form

Main Service

3. Issuing a certificate for those interested


3/1 Issuing an economic register certificate

3/2 Issuing an individuals' status register certificate

3/3 Issuing a true copy of an economic license certificate




Service Name Issuing an economic register certificate


Main Service Issuing a certificate for those interested


Related transactions Issuing an economic license registry


Service DescriptionIssuing a message to whom it may concern for the economic license






N/A

Service Beneficiary

Local Investor

Expatriate Investor

Governmental Bodies

Public (Persons)


Email

Website


Call Center


Other Channels

SMS

Mobile Application

Card Services Form




Service Name Issuing an individuals' status register certificate






Service DescriptionObtain the list of economic licenses on behalf of the investor






N/A

Service Beneficiary

Local Investor

Expatriate Investor

Governmental Bodies

Public (Persons)


Email

Website


Call Center


Other Channels

SMS

Mobile Application

Card Services Form




Service NameIssuing a true copy of an economic license certificate






Service DescriptionThis service allows the customer to obtain a true copy of the economic license.






N/A

Service Beneficiary

Local Investor

Expatriate Investor

Governmental Bodies

Public (Persons)


Email

Website


Call Center


Other Channels

SMS

Mobile Application

Card Services Form

Main Service

4. Issuing an economic permit

#/ Name of Subsidiary Service/Services Category

4/1 Issuing a vehicle ads permit Annual permits category

4/2 Issuing a ads banners/billboards permit Annual permits category

4/3 Issuing an ATM/APM ads permit Annual permits category

4/4 Issuing a banners/flags ads permit Annual permits category

4/5 Issuing a parasols ads permit Annual permits category

4/6Issuing an ads permit for mobile food vending vehicles

Annual permits category

4/7 Issuing an ads permit for promotional campaigns Monthly permits category

4/8 Issuing a permit for brochures and pamphlets ads Monthly permits category

4/9 Issuing an ads permit for temporary kiosk Monthly permits category

4/10Issuing an ads permit for the award display platform

Monthly permits category

4/11Issuing an aerial ads permit for ballons and aerostats

Daily permits category




Service Name Issuing a vehicle ads permit


Main Service Issuing an economic permit


Related transactions Permits of advertisements and billboards


Service DescriptionIssuing a permit for an advertisement label for the economic name and economic trademark

Service feesAED 500 for a light car AED 1000 for a medium car AED 1500 for a heavy car AED 3000 for a mobile ads. car (Annual permits category)





Service Beneficiary

Local Investor

Expatriate Investor

Governmental Bodies

Public (Persons)


Email

Website


Call Center


Other Channels

SMS

Mobile Application

Card Services Form




Service Name Issuing a ads banners/billboards permit






Service Description It refers to the billboards for the economic name and economic trademark

Service fees

- Mainboard ads - AED 150 per one square meter to be paid once only- Fixed panels ads - AED 5000 per 4 square meters or less and AED 100 for each additional square meter- Associated advertising billboards - AED 100 per one square meter annually - Additional billboards - AED 150 per one square meter annually - Electronic billboards - AED 20.000 for the first 40 square meters and AED 500 annually for each additional square meter (annual permits category)





Service Beneficiary

Local Investor

Expatriate Investor

Governmental Bodies

Public (Persons)


Email

Website


Call Center


Other Channels

SMS

Mobile Application

Card Services Form




Service Name Issuing a permit for ATM/APM ads.






Service Description

Any digital machine or platform displayed outside the sales outlet mentioned in the economic license and whether it is displayed in a public or private place and allows the purchase, payment or request or provide any service without the need for human intervention

Service fees

- ATM ads. - AED 1000 per one machine annually.- APM ads. - AED 1000 per one machine annually.- Auto selling fridges ads. - AED 1000 per one fridge annually- Ads of Hot And Cold Drinks Vending Machines - ATM's - Puppet Saving Machines - Ice Machines - AED 500 annually- Chewing gum vending machines ads. - AED 200 per one machine annually (annual permits category)





Service Beneficiary

Local Investor

Expatriate Investor

Governmental Bodies

Public (Persons)


Email

Website


Call Center


Other Channels

SMS

Mobile Application

Card Services Form




Service Name Issuing the banners/flags ads permit






Service DescriptionIt refers to the flags or banners placed on the pavement opposite of the company, whether the company flag or the national flag

Service fees AED 250 for each flag annually (annual permits category)





Service Beneficiary

Local Investor

Expatriate Investor

Governmental Bodies

Public (Persons)


Email

Website


Call Center


Other Channels

SMS

Mobile Application

Card Services Form




Service Name Issuing a parasols ads permit






Service DescriptionIt refers to the parasols' ads which contain the economic trademark

Service feesAED 500 for each parasol containing an economic trademark annually (annual permits category)





Service Beneficiary

Local Investor

Expatriate Investor

Governmental Bodies

Public (Persons)


Email

Website


Call Center


Other Channels

SMS

Mobile Application

Card Services Form




Service Name Issuing an ads permit for mobile food vending vehicles






Service DescriptionIt refers to the ads. permit for mobile vehicles or trailers that provide selling food service in public places or through festivals and events

Service fees AED 3000 for each vehicle annually (annual permits category)





Service Beneficiary

Local Investor

Expatriate Investor

Governmental Bodies

Public (Persons)


Email

Website


Call Center


Other Channels

SMS

Mobile Application

Card Services Form




Service Name Issuing an ads permit for promotional campaigns






Service Description

Promotional campaigns carried out by the company in order to attract customers and market their goods, services or economic activities, whether through the economic ads for public, the special seasonal discounts or offers, providing immediate prizes or making drawing for prizes

Service fees

- AED 200 for opening the application, AED 1000 for the main license and AED 500 for each branch in the case of requesting for discounts or liquidation and the campaign can be extended with an AED 200 fee - AED 200 for opening the application and AED 1500 monthly for each license for promotional campaigns and drawings (monthly permits category)





Service Beneficiary

Local Investor

Expatriate Investor

Governmental Bodies

Public (Persons)


Email

Website


Call Center


Other Channels

SMS

Mobile Application

Card Services Form




Service Name Issuing a permit for brochures and pamphlets ads






Service DescriptionIt refers to the paper brochures and pamphlets which are promoted as a product or a service for the company

Service fees

AED 250 for each paper ad. monthly (monthly permits category)AED 500 for each paper brochure monthly (monthly permits category)





Service Beneficiary

Local Investor

Expatriate Investor

Governmental Bodies

Public (Persons)


Email

Website


Call Center


Other Channels

SMS

Mobile Application

Card Services Form




Service Name Issuing an ads permit for temporary kiosk






Service Description It refers to a permit to display a product or provide a service

Service fees AED 500 for each kiosk monthly (monthly permits category)





Service Beneficiary

Local Investor

Expatriate Investor

Governmental Bodies

Public (Persons)


Email

Website


Call Center


Other Channels

SMS

Mobile Application

Card Services Form




Service Name Issuing an ads permit for the award display platform






Service DescriptionIt refers to promoting a vehicle or a motorcycle by displaying it in public places or commercial centers

Service feesAED 1500 for each platform monthly (monthly permits category)





Service Beneficiary

Local Investor

Expatriate Investor

Governmental Bodies

Public (Persons)


Email

Website


Call Center


Other Channels

SMS

Mobile Application

Card Services Form




Service Name Issuing an aerial ads permit for ballons and aerostats






Service DescriptionIt refers to promoting the company products or services using air ads or balloons

Service feesAED 2000 for air daily advertisingAED 500 for daily advertising on ballons and aerostats (daily permits category)





Service Beneficiary

Local Investor

Expatriate Investor

Governmental Bodies

Public (Persons)


Email

Website


Call Center


Other Channels

SMS

Mobile Application

Card Services Form

Main Service

5. Handling consumers and investors' complaints


5/1 Handling consumers' complaints

5/2 Handling investors' complaints




Service Name Handling consumers' complaints


Main Service Handling consumers and investors' complaints


Related transactions Handling consumers' complaints


Service DescriptionThis service aims at receiving and handling consumers' complaints, which ensures consumer protection and maintenance of goods, trademarks and economic names

Service fees N/A

Performance indicatorsTime duration for complaint closure within 10 working days


Required time for serviceAccording to the classification of complaints and the time specified by the Abu Dhabi Government Contact Center (from 1 day - up to 3 months)

Service requirements and conditionsCustomer Data Any documents proving the validity of the complaint

Service Beneficiary

Local Investor

Expatriate Investor

Governmental Bodies

Public (Persons)


Email

Website


Call Center


Other Channels

SMS

Mobile Application

Card Services Form




Service Name Handling investors' complaints


Main Service Handling consumers and investors' complaints


Related transactions Handling investors' complaints


Service DescriptionThis service aims at receiving and handling investors' complaints, which ensures investor protection and maintenance of goods, trademarks and commercial names

Service fees N/A

Performance indicatorsTime duration for complaint closure within 10 working days


Required time for serviceAccording to the classification of complaints and the time specified by the Abu Dhabi Government Contact Center (from 1 day - up to 3 months)

Service requirements and conditions Official letter

Service Beneficiary

Local Investor

Expatriate Investor

Governmental Bodies

Public (Persons)


Email

Website


Call Center


Other Channels

SMS

Mobile Application

Card Services Form

Main Service

6. Payment of the economic license violations


6/1Payment of the Department of Economic

Development violations




Service NamePayment of the Department of Economic Development violations


Main Service Payment of the economic license violations


Related transactions Payment of fees


Service Description Payment of the economic license violations

Service fees According to the type of violation





Service Beneficiary

Local Investor

Expatriate Investor

Governmental Bodies

Public (Persons)


Email

Website


Call Center


Other Channels

SMS

Mobile Application

Card Services Form

services directory - abu dhabi directory.pdf · 2 services directory index department overview ......

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