• The index is the first of its kind and helps governments restore customer confidence and improve services.
• It provides recommendations for governments to enhance their competitiveness and benefit from successful international models.

The United Arab Emirates, APCO and Horizon Group announced the “Global Bureaucracy Index: Assessments and Impressions,” in partnership with the World Government Summit. The first launch of this index comes after extensive studies that included regional and international comparisons in the provision of government services.

This index, along with its accompanying detailed report, is the first global benchmark that illustrates how citizens, customers, and businesses experience the service levels and bureaucratic complexities they encounter when dealing with many government institutions in terms of service provision. Governments around the world face increasing challenges in providing effective, customer-centric services that raise satisfaction levels and provide more responsive, customer-centric management for individuals and businesses.

Decision-makers and policymakers

The report provides decision-makers and policymakers with practical recommendations to simplify services, reduce bureaucratic challenges, and enhance trust in the relationship between customers and various government institutions regarding services. The index was designed to help take advantage of customer impressions and evaluations in order to develop services and enhance their quality.

The index was developed through a unique partnership between APCO, a leading global strategic consulting and support firm, and Horizon Group, a global specialist in public opinion research and analysis.

The index also aims to provide governments with recommendations to address gaps in customer service, develop governance and enhance its standards to focus on citizen and customer services in general, promote policies and practices that prioritize customer satisfaction and trust, increase competitiveness and benefit from successful international models.

The Global Bureaucracy Index provides an in-depth assessment of bureaucratic processes in 13 countries: the United Arab Emirates, Oman, Qatar, Saudi Arabia, the United States, Estonia, Switzerland, Germany, Singapore, Brazil, South Africa, Mexico, and India, by studying each country’s experience and making comparisons between their service experiences.

The Global Bureaucracy Index provides governments with clear and practical recommendations to improve service delivery and enhance management, as the index's role is not limited to making comparisons or conducting studies on service standards and customer acceptance levels only.

Speed, execution, and quality standards

The findings of the Global Bureaucracy Index reveal a radical shift in the level, quality, and competitiveness of services provided by institutions and departments serving the public. Governments are now competing on multiple levels, not only through transparency and regulatory enhancement, but increasingly through speed, implementation, and quality. The government service model, spearheaded by the United Arab Emirates, Saudi Arabia, and Qatar, is characterized by exceptional efficiency and speed, confirming that "providing fast, high-quality services" is now a strategic asset for governments.

The results highlight the UAE as an impressive model, demonstrating its institutions' ability to satisfy customers quickly and efficiently, thus supporting the business sector, with high time efficiency scores. The results confirm that citizens, companies, and customers value speed, transparency, and predictability of procedures.

Marjorie Krause, founder and CEO of APCO, said: “Governments face increasing challenges, with bureaucracy being one of the most significant obstacles for stakeholders. Our launch of the ‘Global Bureaucracy Index: Assessments and Perceptions’ reflects our commitment to supporting governments and businesses in promoting evidence-based decision-making and analysis.”

Dr. Margarita Drzeniek, Managing Partner at Horizon Group, said: “We are proud to collaborate with APCO on this pioneering initiative. This collaboration aims to provide recommendations for improving and developing policies on the ground by translating analyses and data into practical steps that improve services.”

For his part, Samer Al-Hashem, President of APCO Middle East and North Africa, said: “The launch of the Global Bureaucracy Index comes amid international transformations where technology and the use of techniques are imposing a redesign of government services and providing them in a sophisticated manner that is in line with these transformations.

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