His Excellency Saeed Al Mulla (He / him)
Director General - Customer Experience Affairs, Department of Government Enablement, Abu Dhabi
His Excellency Saeed Al Mulla is the Director General of Customer Experience Affairs at the Department of Government Enablement. A pioneer in public service transformation, he leads the Abu Dhabi Program for Effortless Customer Experience, uniting over 60 government entities to streamline citizen services.
With nearly two decades of expertise in service design, Saeed has transformed over 300 government services, generating savings exceeding half a billion dirhams (over $136 million). He previously drove major service improvement initiatives across Dubai and Abu Dhabi. Saeed holds an MBA from Kwansei Gakuin University in Japan and a BSc from HCT, UAE.
Sessions
FWD50
The Death of Services: When the Best Service is No Service
Public sector reform has long operated from a single assumption: that the role of government is to improve the services it delivers. Processes get streamlined. Public sector reform has traditionally focused on improving what already exists: digitizing services, reducing steps, simplifying forms. But incremental optimization does not address a more fundamental question: Is this service still necessary at all? See More.