Leveraging nearly two decades of experience in public service transformation and service design, HE Saeed Al Mulla has successfully: Orchestrated the Abu Dhabi program for effortless customer experience, which achieved more than a 20% increase in CX maturity across entities and a 45% improvement in the customer effort score for redesigned services through reducing 283 customer touchpoints and 142 days spent to complete services. Led the establishment of Dubai’s City Makers and Dubai Model Center, spearheading Dubai’s service redesign efforts for 8 years and collaborating with top leadership of over 35 entities. Transformed over 300 strategic public services, resulting in savings exceeding half a billion dirhams to date.