Dubai Land Department (DLD)’s benchmarking team was awarded TRADE Benchmarking Proficiency (3-4 Stars) by the Dubai Government Excellence Program (DGEP) and Centre for Organisational Excellence Research (COER). At the time of certification DLD had not completed its project, however it was subsequently completed with the launch of its smart valuation system for property units in September 2020. This chapter describes the benchmarking team’s project and achievements for each stage of the TRADE Methodology. DLD were established in January 1960 to protect the real estate rights of all stakeholders and regulate the real estate market in Dubai. The benchmarking project focused on DLD’s property valuation service as it is one of its vital real estate registration services. The Dubai market relies on valuation data to support investments and mergers as well as acquisition activities; underpin financial reporting; determine the capital adequacy of financial institutions, helping de-risk markets; and to foster financial stability. The valuation certificate, which is issued by a valuation committee serves many purposes, such as sales, mortgages, and gifting, among other Dubai government procedures. DLD receives an average 9,000 valuation transactions annually, of which 3,279 are valuations for units. Because the process is highly reliant on human involvement, the service was not only time-consuming for the valuation certificate to be generated, but the documents could be duplicated or misplaced, and there could be property information errors, all of which could lead to more delays and frustration for customers.

BPIR Categories

1.2.3 Identify new innovations that meet customer needs
1.3.1 Build customer relationships
1.3.2 Determine & provide customer contact mechanisms
12.2 Ensure compliance with regulations
13.1 Develop and manage supplier/customer partnerships
14.2.4 Conduct best practice/ process benchmarking
15.6.18 Regulatory and legal compliance
2.1.4 Assess new technology innovations
3.2.1 Translate customer needs into product requirements
3.2.3 Develop&integrate technology/innovation into concept
6.2.5 Acquire appropriate technology
6.3.1 Identify/schedule resources for service requiremnt
6.3.2 Provide the service
7.3.1 Respond to information requests

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