directory of services and customer service managementhighness the ruler of dubai, the agency name...

Dubai Corporation for Ambulance Services (DCAS)

Services and Clients' Service Management Manual

DCAS-CMM-AR

Version: 5.0

Classification: General

Approved by: #Signed# 02/10/2019

CEO Signature Date

Services and Clients' Service Management Manual Version: 5.0 2019

1

[

Document Organization

Document Amendments

Document Reviews & Approvals

Version

No. Date Reviewer/Approver Department/Section Signature

5.0 29/9/2019 Dr. Aisha Al

Mutawaa

Strategy and Organizational

Excellence Office

Item Description

2019 Services and Clients' Service Management Manual

Document Code DCAS-CMM-AR

Category: General

Version No.: 5.0

Date of Issue 02/10/2019

Document Owner Strategy and Organizational Excellence Office

Version

No. Date Prepared by Department/Section Signature

5.0 29/9/2019 Mohammed

Jasim Al Jallaf


Excellence Office


2

Previous Reviews

Version

No. Description of Amendment Prepared by

Date of

Amendment

1.0 New Document Operations Standards and Client

Services Team 30/09/2012

2.0 Drafting the document according to the

approved clauses of the Manual

Operations Standards and Client

Services Team 14/12/2014

3.0

Updating the Organization's services and

adding detailed services to the vocational

training service


Excellence Office 24/01/2016

4.0 Updating service identification cards and the

client’s journey fees



5.0

Updating all Organization's services and

client's journeys, taking into account

Information Security and Government

Orientation




3

Table of Contents

Introduction .................................................................................................................................................. 3

Objective ...................................................................................................................................................... 3

Field of Application ........................................................................................................................................ 3

History of Dubai Corporation for Ambulance Services ........................................................................................ 3

Vision and Mission of Dubai Corporation for Ambulance Services ....................................................................... 4

Strategy Route Map of Dubai Corporation for Ambulance Services ..................................................................... 5

Organizational Chart of Dubai Corporation for Ambulance Services .................................................................... 6

List of Services of Dubai Corporation for Ambulance Services ............................................................................. 7

References ................................................................................................................................................... 79

Introduction

Publicizing and raising awareness about the services is a must for achieving awareness and transparency among all clients. This, in turn, promotes increasing credibility of service providers and services quality. In addition, providing adequate information about services, as well as how to request them and the client’s journey to obtain them, increases the level of clients’ satisfaction and enhances community partnership in order to contribute to the development and achievement of national indicators.

Furthermore, facilitating access to services-related information by various services available enhances the process of positive feedback through which suggestions and remarks about the services provided are received to determine the level of performance and implement improvement and development plans.

Objective

This Manual aims at building effective relationships with all categories of clients seeking the DCAS’s services in order to meet their different needs and benefit from their opinions and suggestions through:

Documentation and listing of the services provided by DCAS’s Service Delivery Channels;


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Identification and description of the provided services according to external service identification cards.

Classification of services according to the Organization's functions of and departments. Determination of terms and conditions for obtaining the service. Setting procedures and steps for obtaining the service. Determination of service delivery channels and time period for obtaining the service.

Field of Application

This Manual covers all the services that are delivered by DCAS categorized by the type of the service

delivered and the mechanism used to deliver the main services and other sub-services. This Manual

covers the daily interaction of service employees with the clients and includes service definition and

types, development of services, categories of clients in addition to the development of employee

efficiency to enhance the efficiency and quality of services delivered.

* This Manual does not cover: Procedures - Operations

This Manual and the services contained herein are in accordance with Information Security System Classification

(Confidentiality and security of applicant's information, data and documents)

History of Dubai Corporation for Ambulance Services

The ambulance services founded officially in Dubai in the beginning of 1977, under various names for

different departments, providing multiple services ranging between Dubai Police (Accident Coverage)

and the Department of Health & Medical Services (Patients Transport), until these efforts unified

through the issuance of the Local Act that incorporated these services and designated officially to a

specialized government agency responsible for providing multiple ambulance services for Dubai

community, under the name of the Dubai Corporation for Ambulance Services. The following are

summary of these tasks and services:

DCAS Main Tasks Official Statement: Under The Act Law No. 12 of 2015 that was issued by His

Highness The Ruler of Dubai, the agency name was altered to "Dubai Corporation for Ambulance

Services", to undertake the responsibility of providing ambulance services to the Dubai Emirate

community, and as per the following tasks:

Prepares comprehensive strategic plans for ambulance services in the Emirate of Dubai,

updating and implementing its requirements in coordination with the concerned parties;

Contributes to setting and developing an integrated strategy, and a standardized crisis and

disaster management policy in the Emirate;

Manages and operates Command & Control Center for the ambulance service in the Emirate of

Dubai;

Provides and regulates Ambulance Services within the Emirate. The DCAS may provide

Ambulance Services outside of the Emirate in case of national disasters or crises, or upon the

request of federal or local authorities in the UAE;


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Provides free Ambulance Services at official events organized by Government entities;

Provides Ambulance Services at sports, economic, social, and other events organized in the

Emirate for the relevant fees prescribed by the DCAS;

Proposes the legislation that contributes to improving the level of Ambulance Services in the

Emirate, and submits the same to the competent entities for consideration and approval;

Proposes fees and charges for the services rendered by the DCAS, and submits the same to the

competent entities for approval;

Increases awareness among members of the community of First Aid and the importance of

Ambulance Services in protecting human life and safety; and organizes and supervises

volunteer work in the field of Ambulance Services;

Authorizes Establishments to provide Ambulance Services in the Emirate in accordance with

the legislation in force;

Grants, in accordance with the relevant rules and standards adopted by the DCAS, “No

Objection” certificates to issue licenses to ambulance vehicles authorized to operate in the

Emirate;

Licenses Professionals working in Establishments in accordance with the relevant rules and

standards adopted by the DCAS;

Authorizes, in accordance with the relevant rules and standards adopted by the DCAS, basic

and advanced First Aid training centers to provide their services in the Emirate;

Audits, supervises, and takes the necessary action in respect of Establishments and

Professionals in accordance with the legislation in force in the Emirate;

Establishes an academy specializing in developing and providing academic and training

programs in all fields of Emergency Medicine and Ambulance Services, and award the relevant

academic certificates;

Prepares and provides the concerned entities with manuals, guidelines, and instructions on the

provision of First Aid services at various work sites in the Emirate;

Cooperates and participates with entities and individuals within and outside of the Emirate in

all matters related to its work; and concludes the required contracts, agreements, and

memoranda of understanding;

Participates in local and international conferences and specialized workshops on the provision

of Ambulance Services, and organizes such conferences and workshops in the Emirate; and

Performs any other duties required for the achievement of its objectives.

Vision and Mission of Dubai Corporation for Ambulance Services


6

Strategy Route Map of Dubai Corporation for Ambulance Services


7


8

Organizational Chart of Dubai Corporation for Ambulance Services

Board of Directors

Internal Audit Bureau

CEO

Strategy and

Organizational Excellence

Office

Legal Affairs Office

Department of Continued

Training and Education

Department of Medical

and Technical Affairs

Department of Emergency

Ambulance Operations

Department of

Organizational Support

Department of Vocational

Training


Acrrediation and Studies

Department of Emergency

Ambulance Operations

Department of Human

Resources

Division of Ambulance

Training

Division of Future

Foresight and Medical

Studies

Deira Ambulance Division Employee Happiness

Division

Division of Administrative

Training

Division of Health and

Safety

Bur Dubai Ambulance

Division

Planning and Employment

Division

Division of Continued

Education

Division of Ambulance

Policies

Air Ambulance Division Employee Affairs Division

Division of Knowledge

Management

Medical Review Division Crisis and Disaster

Management Division

Salaries and Benefits

Division

Department of

Community Awareness

Jabal Ali Ambulance

Division

Department of Financial

Affairs

Division of Community

Awareness on Ambulance

External Areas Ambulance

Division

Accounting and Budget

Division

Payments Division

Volunteer Management

Division

Department of Ambulance

Services Organization

Department of Airports

and Ports Ambulance

Revenues and Insurance

Claims Division


9

Operations

Organization and

Licensing Divison

Control and Examination

Division

Bur Dubai Airport division Department of

Administrative Services

Al Maktoum International

Airport Division

Ports Ambulance Division Contarcts and

Procurement Divison

Department of Event

Coverage and Patient

Transportation

Warehouses Division

Division of Event Coverage Asset and Property

Management Division

Division of Patient

Transportation

Transportation

Management Divison

Vehicle Maintenance

Division


Dispatch

Department of

Information Technology

Division of Emergency

Ambulance Dispatch

Smart Systems Division

Airport Dispatch Division Device and Network

Management Division

Approved by/ Dr. Hameed

Mohammed Al-Qatami

Chairman of DCAS

Division of Non-

Emergency Ambulance

Dispatch

Information Security and

Open Data

Coordination and Follow-

Up Division

Department of

Comunications and Public


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Relations

Client Happiness Division

Media and Marketing

Division

Public Relations Division

Partnership Management

Division


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List of Services of Dubai Corporation for Ambulance Services

Organizational Unit Service Code Service Name

Department of

Emergency Ambulance

Operations

DCAS-CMM-S01.1AR Emergency Response Service (Injuries and Diseases)

DCAS-CMM-S01.2AR Coverage and Evaluation of Training Exercises for Crises and

Disasters

DCAS-CMM-S01.3AR Evacuation Coverage Service

Department of Event

Coverage and Transport

of Patients

DCAS-CMM-S02.1AR Transport of Patients from Healthcare Facilities to Houses,

and Vice Versa (Non-emergency)

Department of Event

Coverage and Transport

of Patients

DCAS-CMM-S03.1AR Government Events Coverage

DCAS-CMM-S03.2AR Private Entities Events Coverage

Department of

Ambulance Services

Organization

DCAS-CMM-S04.1AR Ambulance Services Facility Licensing

DCAS-CMM-S04.2AR First Aid and Advanced First Aid Training Facility Licensing

DCAS-CMM-S04.3AR Ambulance Staff Licensing

DCAS-CMM-S04.4AR Issuing a NOC Certificate for Licensing Ambulance Vehicles

DCAS-CMM-S04.5AR Certificate Authentication

DCAS-CMM-S04.6AR License Renewal of Ambulance Services Facilities

DCAS-CMM-S04.7AR License Renewal of First Aid and Advanced First Aid Training

Services Facilities

DCAS-CMM-S04.8AR Licensing Institution Branch

DCAS-CMM-S04.9AR Renewal of Professional License

DCAS-CMM-S04.10AR Facility and Training Center Permit Data Modification

DCAS-CMM-S04.11AR Professional License Data Modification


12

DCAS-CMM-S04.12AR Facility and Training Center Permit Replacement

DCAS-CMM-S04.13AR Professional License Replacement

DCAS-CMM-S04.14AR Student and Graduate Limited License

DCAS-CMM-S04.15AR Issuance of Professional Good Standing Certificate

DCAS-CMM-S04.16AR Professional Temporary License

DCAS-CMM-S04.17AR Accreditation of Training Methodologies

DCAS-CMM-S04.18AR Modification of Activity

Department of Society

Education

DCAS-CMM-S06.1AR Service of First Aid Workshops

DCAS-CMM-S06.2AR Service of First Aid Lectures


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1 Main Service: Emergency Ambulance

1.1 Emergency Response Service (Injuries and Diseases) DCAS-CMM-S01.1AR

Service Description Response and delivery of ambulance services in cases of accidents, injuries, and disasters.

Service Provider Department of Ambulance Operations/Divisions of Emergency Ambulance Operations

Service Relation to Third

Parties □ Unrelated ■ Related (Dubai Police, Health Authority, Ministry of Health, Private Hospitals)

Type of Relation: Strategic Partner

Customer Category ■ A service delivered by a government entity to the society (G2S)

Service Delivery

Specifications

Providing service in: Seven minutes. Commitment to the confidentiality of patient information Provision of an emergency vehicle that suits the patient’s case Available 24/7 Provision of ambulance vehicles that conform to the health and safety

specifications Time to Receive the Service In emergencies: Within 5 minutes

Service Fees In case the patient is insured and the injury is caused by traffic accident, the following fees to be paid by the Insurer as follows:

- AED 600 Main on-site ambulance services (without transporting the patient to medical facility)

- AED 800 Main on-site ambulance services (transporting the patient to medical facility)

- AED 100 Advanced ambulance services (First Level) "excluding medicine price" - AED 1300 Advanced ambulance services (Second Level) "excluding medicine

price" - In case the injured or patient is not covered by a medical insurance or if his medical

insurance is expired, then the service will be free of charge. In the event that the injury is resulted from other reasons (other than those above mentioned): Service will be free of charge

AED 10 for knowledge AED 10 for innovation

Service Delivery Channels Call 999, 998

Requirements prior to

receiving the service

N/A

Requirements during


N/A

Flow of service - Receipt of the communication and its details from the client in the Command and Control Room;

- Referring the communication to the duty officer; - Sending the appropriate ambulance vehicle to the location of the accident; - Referring the communication to the medical dispatcher; - The medical dispatcher communicates with the technical ambulance staff (details

of the case); - Access to the patient/injured; - Evaluation of the patient/injured; - Provision of the necessary treatment; - transportation to the nearest health facility, if necessary; and - Handing over the patient to the health facility.


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Emergency Response Service

Receipt of the communication and its details from the client in the Command and Control Room Referring the communication to the duty officer Sending the appropriate ambulance vehicle to the location of the accident Referring the communication to the medical dispatcher The medical dispatcher communicates with the technical ambulance staff (details of the case) Access to the patient/injured Evaluation of the patient/injured Provision of the necessary treatment transportation to the nearest health facility, if necessary Handing over the patient to the health facility.


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1.1 Main Service: Emergency Ambulance

1.2 Coverage and Evaluation of Training Exercises for Crises and Disasters DCAS-CMM-

S01.2AR

Service Description Coverage and evaluation of practical training exercises in crises and disasters by prior

request to provide the service in cooperation with strategic partners



Parties □ Unrelated ■ Related

(Dubai Police Force, Dubai Civil Defense, and National Emergency and Crisis and Disasters

Management Authority)

Type of Relation: Strategic Partners

Customer Category ■ A service delivered by a government entity to another government entity (G2G)

■ A service delivered by a government entity to businesses (G2B)

Service Delivery

Specifications

Commitment to the confidentiality of training information Provision of an emergency vehicle that suits the training nature Submission of the final report within 3 working days after the end of the exercise

Time to Receive the Service One week

Service Fees - AED 800 - ambulance vehicles per hour.

- AED 10 for knowledge

- AED 10 for innovation The service fees depend on the type of required additional resources * Excluding federal and local government entities from service fees

Service Delivery Channels - DCAS website: www.dcas.gov.ae

- Fax: 042922223 Requirements prior to

receiving the service - Registering through the website

- Filling out the form

- Evaluation of the service form and approve the quotation

- Payment of the due amount

Requirements during


N/A

Flow of service - Filling out the form of training exercises service for crises and disasters or sending a formal letter addressed to DCAS;

- Receipt of the form or the letter;

- Evaluation of service form and approve it.

- Submission of the costs offer for providing the training exercises service to the applicant;

- Payment of the required training exercise service;

- Provision of practical training service for crises and disasters;

- Evaluation of the training quality;

- Filling out the questionnaire; and

- Submitting a report about the exercise to the applicant.


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Coverage and Evaluation of Training Exercises for Crises and Disasters

Filling out the form of training exercises service for crises and disasters or sending a formal letter addressed to DCAS Receipt of the form or the letter Evaluation of service form and approve it Submission of the costs offer for providing the training exercises service to the applicant Payment of the required training exercise service Provision of practical training service for crises and disasters Evaluation of the training quality Filling out the questionnaire Submitting a report about the exercise to the applicant


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1 Main Service: Emergency Ambulance

1.3 Training Exercises for Evacuation Coverage DCAS-CMM-S01.3AR

Service Description Coverage of the evacuations required in emergencies and crises by prior request to provide

the service.



Parties

□ Unrelated ■ Related

(Dubai Police Force, Dubai Civil Defense, and National Emergency and Crisis and Disasters

Management Authority)

Type of Relation: Strategic Partners



Service Delivery

Specifications

Commitment to the confidentiality of training information Provision of an emergency vehicle that suits the training nature

Time to Receive the

Service

One week

Service Fees - AED 800 per hour –

- AED 400 Supervision of evacuation trial (including one ambulance vehicle

per hour)

- AED 650 Provision of additional regular ambulance vehicle

- AED 800 Provision of distinct / specialized ambulance vehicle per hour

- AED 400 Providing an additional golf cart per additional hour

- AED 400 Providing additional motorcycle/bicycle

- AED 1400 Providing a disaster bus Categoty "A" (capacity of 15 injured) per hour

- AED 1500 Providing a disaster bus Categoty "B" (capacity of 25 injured) per hour

- AED 1700 Providing a disaster bus Categoty "C" (capacity of 33 injured) per hour


- AED 10 for innovation

* Excluding federal and local government entities from service fees


- E-mail: [email protected]



Government authorities:

- Request from Civil Defence.

Business sector:

Registering through the website using the business license number

- Registering through the website

- Filling out the form

- Evaluation of the service form and approve the quotation

- Payment of the due amount

Requirements during N/A

http://www.dcas.gov.ae/


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Evacuation Coverage

Receipt of the form or the letter from Civil Defence

Setting the required time on Agenda

Delivery of service

Registration through the webite

Filing out the form

Evaluation of service form and approve the quotation

Payment of the due fees

Provision of the evacuation coverage service at site


Flow of service - Receipt of the form or the letter from Civil Defence;

- Setting the required time on Agenda;

- Delivery of service;

- Registration through the webite;

- Filing out the form

- Evaluation of service form and approve the quotation;

- Payment of the due fees; and

- Provision of the evacuation coverage service at site.


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2 Main Service: Patients Transportation

2.1 Transportation of Patients (Non-emergency) DCAS-CMM-S02.1AR

Service Description The operation of patients transport from hospitals to homes and vice versa within and

outside the Emirate after coordination with the service applicant according to specified

appointments for patients (completion of the transportation requires formal approval of the

body to which the patient will be transported or a predetermined date) to provide treatment

services to them and follow up their health state during transportation through the medical

equipment and devices that are provided in the ambulance vehicles.

Service Provider Department of Ambulance Operations/Division of Event Coverage and Patients Transport at

DCAS


Parties □ Unrelated ■ Related (private companies)

Relation Type: Coverage of some requests in case there is pressure of requests

Customer Category ■ A service delivered by a government entity to the society (G2S)

■ A service delivered by a government entity to clients (G2C)

Service Delivery

Specifications

Achieving the standard time of responding to the inquiries: 24/7 Providing service in: 20-30 minutes Commitment to the confidentiality of patient information Provision of an emergency vehicle that suits the patient’s case, upon a request from

the patient and based on the availability of vehicle Commitment to provision of medical assistance during the transport period as

required Commitment to arrival time and destination at the agreed time

Time to Receive the

Service Transporting the patient to the specific destination within 20-30 minutes

Service Fees - AED 500 Providing a regular ambulance vehicle ( inside Dubai )

- AED 800 Providing distinct / specialized ambulance vehicle ( inside Dubai )

- AED 1000 Providing a regular ambulance vehicle ( outside Dubai )

- AED 1300 Providing distinct / specialized ambulance vehicle ( outside Dubai )




- Tel: 04/2922999 Requirements prior to

receiving the service - Apply through DCAS website ( excluding elderly from filling out the form online.

Applications may be served through tel: 04/2922999)

- All the requirements are to be attached (including copy of Emirates ID, Health Card,

copy of Hospital Appointment)

- Payment of fees for non-UAE nationals.

Requirements during


N/A

Flow of service

- The service is request online by filling out a the service application form on DCAS’s

website: (www.dcas.gov.ae), excluding the elderly from filling out the form online, provided that the service is requested through contacting the medical dispatcher via telephone number: (04/2922999);

- Documents (patient state report, approval of the receiving body) will be requested and submitted online;



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Transportation of Patients from Healthcare Facilities to Houses, and Vice Versa

Transportation of patients between healthcare facilities Transportation of patients from healthcare facilities to houses and vice versa Service Delivery Service Delivery In case of elderly, communication is through phone In oter cases, submit online application In case of elderly, communication is through phone In oter cases, submit online application DCAS staff will fill out service application on DCAS website Documents (patient state report, approval of the receiving body) will be requested and submitted online DCAS staff will fill out service application on DCAS website Setting the date on the schedule Informing the applicant of direct approval Sending an ambulance as per schedule Filling out the ambulance service form by the competent doctor to approve the patient transport Transporting the patient to the specified government hospital

- All the requirements are to be attached (including copy of Emirates ID, Health Card,

copy of Hospital Appointment)

- Setting the date on the schedule;

- Informing the applicant of direct approval;

- Sending an ambulance as per schedule; and

- Communicating with the client if necessary.


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3 Main Service: Event Coverage

3.1 Government Bodies' Events Coverage DCAS-CMM-S03.1AR

Service Description Provision of ambulatory services for all events and activities organized by government bodies

in the Emirate of Dubai whether they are social, sports, entertainment, exhibitions, and

conferences that require provision of ambulances to respond to any possible injuries during

events. Government events and activities outside the Emirate of Dubai will be covered after

submitting a formal request to be approved by the His Excellency the CEO.

Service Provider Department of Ambulance Operations/Division of Event Coverage and Patients Transport


Parties

□ Unrelated

■ Related (Government organizations organizing the event)


Service Delivery

Specifications

Provision of the service as per schedule Commitment during the event to respond to any emergency in (0 to 3) minutes. Provision of an emergency vehicle that suits the event nature

Time to Receive the

Service

2 working days to respond to the service applicant.

Service Fees - AED 500 Providing a regular ambulance vehicle with 2 medics

- AED 800 Providing distinct ambulance vehicle

- AED 800 Providing specialized ambulance vehicle

- AED 400 Providing a golf cart

- AED 400 Providing a motorcycle/bicycle

- AED 200 Providing an emergency medic

- AED 250 Providing an advanced emergency medic

- AED 300 Providing an emergency doctor


- AED 10 for knowledge Service Delivery Channels - Phone: 042922999

- Fax: 042922229

- DCAS website: www.dcas.gov.ae

- E-mail: [email protected]



To otain necessary permits from the competent authorities

Requirements during

receiving the service - An official letter from the service applicant that includes event type, number of

participants and visitors, days, and time.

- Copies of the permits needed for organizing the event

- Scheduling a date for the field visit after approval of the prices offer to locate the

ambulance entrances and exits as well as the gathering points.

- Payment of fees

Flow of service - Sending an official request to cover an event by fax or email;

- Receipt of an email that includes a price offer for approval;

- Payment of fees as per the service required; and

- Provision of the service.


mailto:[email protected]


22


23

3 Main Service: Events Coverage Service

3.2 Private Bodies' Events Coverage DCAS-CMM-S03.2AR

Service Description Provision of ambulatory services for all events and activities organized by private bodies in

the Emirate of Dubai whether they are social, sports, entertainment, exhibitions, and

conferences that require provision of ambulances to respond to any possible injuries during

events.

Service Provider Department of Ambulance Operations/Division of Event Coverage and Patients Transport


Parties

□ Unrelated

■ Related (Government organizations organizing the event)

Customer Category ■ A service delivered by a government entity to businesses (G2B)

Service Delivery

Specifications

Provision of the service as per schedule Commitment during the event to respond to any emergency in (0 to 3) minutes. Provision of an emergency vehicle that suits the event nature

Time to Receive the

Service

2 working days to respond to the service applicant.

Service Fees - AED 500 Providing a regular ambulance vehicle with 2 medics

- AED 800 Providing distinct ambulance vehicle

- AED 800 Providing specialized ambulance vehicle

- AED 400 Providing a golf cart

- AED 400 Providing a motorcycle/bicycle

- AED 200 Providing an emergency medic

- AED 250 Providing an advanced emergency medic

- AED 300 Providing an emergency doctor


- AED 10 for knowledge Service Delivery Channels

- Phone: 042922999

- Fax: 042922229

- DCAS website: www.dcas.gov.ae

- E-mail: [email protected] Requirements prior to


To otain necessary permits from the competent authorities

Requirements during

receiving the service - An official letter from the service applicant that includes event type, number of

participants and visitors, days, and time.

- Copies of the permits needed for organizing the event

- Scheduling a date for the field visit after approval of the prices offer to locate the ambulance entrances and exits as well as the gathering points.

- Payment of fees Flow of service - Sending an official request to cover an event by fax or email;

- Receipt of an email that includes a price offer for approval;

- Payment of fees as per the service required; and

- Provision of the service.



24


25

4 Ambulance Services Planning

4.1 Licensing a Facility that Provides Ambulance Services DCAS-CMM-S04.1AR

Service

Description

The recipient of the service obtains a document issued by DCAS containing its consent that the facility

practices the activity of providing ambulance services in the Emirate.

Service Provider Department of Medical and Technical Affairs/Division of Ambulance Services Planning

Service Relation to

Third Parties □ Unrelated ■ Related

Department of Economic Development/Free Zones Authorities




Service Delivery

Specifications

Achieving the standard time of responding to the inquiries: Within one working day

Time to Receive

the Service

7 working days

Services fees

- AED 500 for scheduling an appointment for field examination

- AED 5000 for licensing a facility that provides ambulance services


- AED 10 for innovation Service Delivery

Channels

- Website: www.dcas.gov.ae - DCAS Smart Service App - DCAS headquarters

Requirements

prior to receiving

the service

- Filling out the service application form

- A copy of the business license or a copy of the initial approval for the authority in the facility.

- A copy of the Medical Director's license who supervises the ambulance services issued by DHA and/or the Ministry of Health.

Requirements

during receiving

the service

- Payment of service fees

- A copy of the guidelines for medical practice authorized by the Medical Director (primary)

- A copy of the medical governance policies and procedures (primary)

- A copy of the policies, procedures, and records of maintenance of medical equipment (secondary)

- A copy of the medical dispatch communication manual (secondary)

- A copy of medical liability insurance (primary)

- A copy of vehicle maintenance record (secondary)

- A copy of the infection control policies and procedures (primary)

- A copy of the code of conduct policy (primary)

- A copy of the policy of dealing with the deliberate self-harm cases (primary)

- A copy of the photographing policy of medical cases (secondary) Flow of service - Filling out and submission of the application online (available on DCAS website) or manually

when visiting the reception office of DCAS headquarters or through DCAS smart service app;

- Revewing the provided documents;

- A No Objection Certificate is issued for the facility (in case the activity is not added to the trade license) or (receipt of preliminary approval from the licensing authority);



26

Licensing a Facility that Provides Ambulance Services

Filling out and submission of the application online (available on DCAS website) DCAS Smart Service App Filling out and submission of the application manually when visiting the reception office of DCAS headquarters Revewing the provided documents; Activity not added Is activity added to the business license? Activity is added A No Objection Certificate is issued for the facility Receipt of preliminary approval from the licensing authority Adding activity to the business license Submission of a trade license including the added activity Payment of field examination fees Setting a date for field examination and communicating the facility online of the date set for the visit Conducting the examination and ensuring that all requirements are met Examination results are announced to the recipient at the same time in the same day Payment of the prescribed fees Primary and Secondary Requirements If all primary and seconday requirements are met, the licnse will be awarded from DCAS If only the primary requirements are met, a period no more than 6 months will be granted to meet the secondary requirements; In the event that the requirements were not met, a time period will be granted to meet all the requirements and another date will be set for examination The government entities are exempted from completing the procedures with the licensing authority (Department

of Economic Development, Free Zones) for adding an activity.

- In case of adding an activity to the business license, the procedures are completed with the licensing authority (Department of Economic Development, Free Zones);

- Submission of a trade license including the added activity (practice of providing ambulance services);

- Payment of field examination fees;

- Setting a date for field examination and communicating the facility online of the date set for the visit;

- Conducting the examination and ensuring that all requirements are met;

- Examination results are announced to the recipient at the same time in the same day;

- Payment of the prescribed fees;

- If all primary and seconday requirements are met, the licnse will be awarded;

- If only the primary requirements are met, a period no more than 6 months will be granted to meet the secondary requirements;

- In the event that the requirements were not met, a time period will be granted to meet all the requirements and another date will be set for examination; and

- Receipt of service practice license from DCAS.

- The government entities are exempted from completing the procedures with the licensing authority (Department of Economic Development, Free Zones) for adding an activity.


27


4.2 First Aid & Advanced First Aid Training Services Facility Permit DCAS-CMM-S04.2AR

Service

Description

The recipient of the service obtains a document issued by DCAS containing its consent that the facility

practices the activity of providing first aid and advanced first aid training services in the Emirate.


Service Relation to

Third Parties □ Unrelated ■ Related

Department of Economic Development/ Free Zones Authorities, accredited international

organizations

Relation Type: Adding an activity in the commercial license

Customer

Category

■ A service delivered by a government entity to another government entity (G2G)



Service Delivery

Specifications

Achieving the standard time of responding to the inquiries: Within one working day Honoring the best DCAS-licensed facilities

Time to Receive

the Service

7 working days

Service Fees - AED 2000 for a first aid training facility permit

- AED 4000 for advanced first aid training facility permit

- AED 500 for setting a date for field examination


- AED 10 for innovation Service Delivery

Channels

- Website: www.dcas.gov.ae - DCAS smart service app - DCAS headquarters

Requirements

prior to receiving

the service

- Filling out the service application form

- A copy of the trade license or the initial approval for the authority in the facility.

- The letter of accreditation from the international organization and a list of curricula.

Requirements

during receiving

the service

- The training hall must not be less than 400 square feet

- Modern training methodologies (audion visual devices… etc)

- Training dummies

- Defibrillator

- The training methodologies

- Secondary requirements (such as ambulance consumables for training purpose)

Flow of service - Filling out and submission of the application online (available on DCAS website) or manually when visiting the reception office of DCAS headquarters or through DCAS smart service app;




- Submission of a trade license including the added activity (practice of providing ambulance



28

First Aid & Advanced First Aid Training Services Facility Permit

Filling out and submission of the application online (available on DCAS website) DCAS Smart Service App Filling out and submission of the application manually when visiting the reception office of DCAS headquarters Revewing the provided documents; Activity not added Is activity added to the business license? Activity is added A No Objection Certificate is issued for the facility Receipt of preliminary approval from the licensing authority Adding activity to the business license Submission of a trade license including the added activity Payment of field examination fees Setting a date for field examination and communicating the facility online of the date set for the visit Conducting the examination and ensuring that all requirements are met Examination results are announced to the recipient at the same time in the same day Payment of the prescribed fees Primary and Secondary Requirements If all primary and seconday requirements are met, the licnse will be awarded from DCAS If only the primary requirements are met, a period no more than 6 months will be granted to meet the secondary requirements; In the event that the requirements were not met, a time period will be granted to meet all the requirements and another date will be set for examination The government entities are exempted from completing the procedures with the licensing authority (Department

of Economic Development, Free Zones) for adding an activity.

services);





- Payment of the prescribed fees;

- If all primary and seconday requirements are met, the licnse will be awarded;

- If only the primary requirements are met, a period no more than 6 months will be granted to meet the secondary requirements;

- In the event that the requirements were not met, a time period will be granted to meet all the requirements and another date will be set for examination;

- Receipt of service practice license from DCAS; and

- The government entities are exempted from completing the procedures with the licensing authority (Department of Economic Development, Free Zones) for adding an activity.


29

[

4.1 Ambulance Services Planning

4.3 Ambulance Staff Licensing DCAS-CMM-S04.3AR

Service Description Abulance staff to obtain a professional license



Parties


Data Flow Company, Dubai Police, Roads and Transport Authority (RTA), accredited

international organizations




■A service delivered by a government entity to employees (G2E)

Service Delivery

Specifications

Achieving the standard time of responding to the inquiries: Within one working day Commitment to information confidentiality and clients’ privacy

Time to Receive the

Service

10 working days

Service Fees AED 150 for evaluating professional license request AED 200 for (ordinary) written and oral exams for professionals, and AED 1000 for the (urgent) exams. AED 800 for a professional license for practicing the profession of a medical emergency medic or technician AED 1300 for a professional license for practicing the profession of a specialist of medical emergency AED 1800 for professional license for practicing the license of an advanced medical emergency, air or road, technician or advanced/first aid trainer. AED 10 for knowledge AED 10 for innovation

Service Delivery Channels - Website: www.dcas.gov.ae - DCAS smart service app - DCAS headquarters


receiving the service - The service application form

- Criminal case record for all categories

- One year of professional experience for all categories

- A certified copy of the qualification of the professionals working in facilities that provide ambulance services (ecluding drivers)

- Report of Data Flow (excluding drivers)

- A copy of the passport and the residence under the registered facility for all categories.

- Insurance against medical mistakes for the professionals working in facilities that provide ambulance services.

Ambulance Vehicle Drivers:

- A first aid course for ambulance vehicles drivers for the facilities that provide ambulance services.

- A valid driver's license for drivers of vehicles of the providers of ambulance services.

- Payment of application fees. Requirements during

receiving the service - Personal photo.

- The letter of professional accreditation from the international organization registered in DCAS.


30

Ambulance Staff Licensing

Filling out the form for obtaining a license for practicing a profession Attaching the receipt of the payment of Data Flow Payment of the application fees Setting a date for the written exam (only for medics) and practical exam (for all categories of professionals); Payment of the prescribed fees for the exam; Attending the exam; The client will be informed of the practical exam result Attending the practical exam In case of passing the written exam, the practical exam will be applied to directly The applicant is communicated with the result of the practical exam Payment of card issuance Receipt of the license as per categories

If the applicant fails to pass the exam in the second time, the applicant cannot apply for the third time until after six months

Flow of service - Filling out the form for obtaining a license for practicing a profession;

- Attaching the receipt of the payment of Data Flow Company;

- Payment of the application fees;

- Setting a date for the written exam (only for medics) and practical exam (for all categories of professionals);

- Payment of the prescribed fees for the exam;

- Attending the exam;

- In case of passing the written exam, the practical exam will be applied to directly;

- The applicant is communicated with the result of the practical exam;

- Paying the prescribed fees for the practical exam (a later date to be set for the practical exam in case of not passing the exam. If the applicant fails to pass the exam in the second time, the applicant cannot apply for the third time until after six months);

- Payment of card issuance; and

- Receipt of the license as per categories.


31


4.5 Issuing a NOC Certificate for Licensing Ambulance Vehicles DCAS-CMM-S04.4AR

Service Description The licensed facility will receive an NOC for licensing or renewal of an ambulance vehicle



Parties □ Unrelated ■ Related (Roads and Transport Authority “RTA”)

Relation Type: Licensing an ambulance vehicle




Service Delivery

Specifications

Providing service in: Within one working day

Time to Receive the

Service

Within one working day

Service Fees - AED 200 for inspecting the technical equipment for an ambulance vehicle of the level (4).

- AED 250 for inspecting the technical equipment for an ambulance vehicle of the level (5).

- AED 300 for inspecting the technical equipment for an ambulance vehicle of the level (6).

- AED 100 for reinspecting the technical equipment for an ambulance vehicle of the level (4) after 30 days from the date of the first inspection.



- AED 150 for issuing an NOC


- AED 10 for innovation Service Delivery Channels - Website: www.dcas.gov.ae

- DCAS Smart Service App. Requirements prior to


- Filling out the service application form - A copy of the facility permit that provides ambulance services. - A copy of ownership of an ambulance vehicle (customs documents if the vehicle is a

new vehicle) Requirements during


Providing the vehicle for purpose of technical inspection

Flow of service - Filling out and submission of the application online;

- Payment of technical inspection fees;

- Setting a date for technical inspection and submitting the examination form;

- Conducting the technical inspection in the organization's premises;

- Issuing technical inspection report (failed – passed);

- Uploading the technical inspection result on Roads and Transport Authority in case of passing (valid for 30 days as of the date of inspection result); and

- Dispatching of the application number to the client online.


32

Issuing a NOC Certificate for Licensing Ambulance Vehicles

Filling out and submission of the application online Payment of technical inspection fees Setting a date for technical inspection and submitting the examination form Conducting the technical inspection in the organization's premises Issuing technical inspection report (failed – passed) Uploading the technical inspection result on Roads and Transport Authority in case of passing Valid for 30 days as of the date of inspection result

Dispatching of the application number to the client online


33

Certificate Authentication

Filling out the service application form and payment of fees Dispatching the application and the certificates online Valid for 30 days as of the date of inspection result Reviewing the information of certificate Returning the certificates to the applicant online


4.5 Certificate Authentication DCAS-CMM-S04.5AR

Service Description Authentication of the training certificates issued by DCAS-accredited facilities



Parties □ Unrelated ■ Related (international organizations)



Service Delivery

Specifications


Time to Receive the

Service


Service Fees - 50 AED for each certificate


- AED 10 for innovation Service Delivery Channels - Personal attendance



- Personal attendance to DCAS headquarters - The service application form - The original certificates to be accredited

Requirements during


N/A

Flow of service - Filling out the service application form; - Provision of the certificates to be accredited electronically to ambulance service

planning; - Reviewing the information of certificate; and - Returning the certificates to the applicant online.


34

Permit Renewal of Ambulance Services Facilities

Filling out and submission of the application online Receipt and review of application Payment of fees Setting a date of field examination date Communicating the date of field examination Conducting the field examination Informing the client of the the result of field examination and the prescribed fees Payment of facility permit renewal fees


4.6 Permit Renewal of Ambulance Services Facilities DCAS-CMM-S04.6AR

Service Description Permit renewal of ambulance services facilities




(Department of Economic Development/Free Zones Authorities)




Service Delivery

Specifications

Achieving the standard time of responding to the inquiries: Within one working day Communicating after delivering the license through workshops and forums Honoring the best DCAS-licensed facilities Dispatchuing the result of field examination immediately after finishing the

inspection Time to Receive the

Service

6 working days

Service Fees - AED 500 for setting a date for field examination

- AED 2500 for renewal of the license of a facility that provides ambulance services



. Requirements prior to


- Filling out the service application form - Attaching a copy of facility license valid for at least a month before its expiry - A copy of valid business license - A copy of the Medical Director's license supervising the ambulance services

Requirements during


N/A


- Receipt and review of application

- Payment of fees;

- Setting a date of field examination date;

- Communicating the date of field examination;

- Conducting the field examination;;

- Informing the client of the the result of field examination and the prescribed fees;

- Payment of facility permit renewal fees; and

- Dispatching the permit to the client online.



35

Dispatching the permit to the client online


36

Permit Renewal of First Aid / Advanced First Aid Training Services Facilities

Filling out and submission of the application online Receipt and review of application Payment of fees Setting a date of field examination date Communicating the date of field examination Conducting the field examination Informing the client of the the result of field examination and the prescribed fees


4.7 Permit Renewal of First Aid / Advanced First Aid Training Services Facilities DCAS-

CMM-S04.7AR

Service Description Permit renewal of first aid / advanced first aid training services facilities




Department of Economic Development/Free Zones Authorities




Service Delivery

Specifications

Achieving the standard time of responding to the inquiries: Within one working day Communicating after delivering the license through workshops and forums Honoring the best DCAS-licensed facilities Dispatchuing the result of field examination immediately after finishing the

inspection Time to Receive the

Service

6 working days

Service Fees - AED 500 for setting a date for field examination

- AED 1000 for renewal of the license of a facility that provides first aid services

- AED 1500 for renewal of the license of a facility that provides advanced first aid services





- Filling out the service application form - A copy of the business license - A copy of the permit - A copy of the international accreditation letter

Requirements during


N/A


- Receipt and review of application

- Payment of fees;

- Setting a date of field examination date;

- Communicating the date of field examination;

- Conducting the field examination;;

- Informing the client of the the result of field examination and the prescribed fees;

- Payment of facility permit renewal fees; and

- Electronic dispatching the permit to the client.



37

Payment of facility permit renewal fees Dispatching the permit to the client online


38


4.8 Licensing Institution Branch DCAS-CMM-S04.8AR

Service Description The recipient of the service obtains a document issued by DCAS containing its consent that the

facility branch practices the activity of providing ambulance services in the Emirate, after

meeting the requirements and prerequisites approved DCAS in this regard.



Parties


(Department of Economic Development/Free Zones Authorities)

DHA/Ministry of Health




Service Delivery

Specifications

Achieving the standard time of responding to the inquiries: Within one working day Communicating after delivering the license through workshops and forums Honoring the best DCAS-licensed facilities

Time to Receive the

Service

7 working days

Service Fees - 1000 AED for licensing a facility branch - AED 500 for setting a date for field examination - AED 10 for knowledge - AED 10 for innovation

Service Delivery Channels - Website: www.dcas.gov.ae - DCAS Smart Service App.



- Filling out the online service application form. - List of field examination requirements stated in the online service application form. - A copy of valid branch trade license. - A copy of the Medical Director's license who supervises the ambulance services issued

by DHA and/or the Ministry of Health. - Site map of the facility - Payment of service fees - Letter of credit from the entity accrediting the methodology, in addition to list of

methodologies (only for training centres) Requirements during


- Payment of service fees - Meeting the requirements of field examination

Flow of service - Filling out and submission of the application online (available on DCAS website) or through DCAS smart service app;




- Submission of a trade license including the added activity (practice of providing ambulance services / first aid or advanced first aid training);




- Examination results are announced to the recipient at the same time in the same day (In the event that the requirements were not met, a time period will be granted to meet all the requirements and another date will be set for examination);


39

Licensing Institution Branch

Filling out and submission of the application online (available on DCAS website) DCAS Smart Service App Revewing the provided documents Activity not added Is activity added to the business license? Activity is added A No Objection Certificate is issued for the facility Receipt of preliminary approval from the licensing authority Adding activity to the business license Submission of a trade license including the added activity Payment of field examination fees Setting a date for field examination and communicating the facility online of the date set for the visit Conducting the examination and ensuring that all requirements are met Examination results are announced to the recipient at the same time in the same day Payment of the prescribed fees Delivery of license online

- Payment of the prescribed fees; and

- Receipt of service practice license online.


40

Renewal of Professional License

Online application submittal Payment of the application fees


4.9 Renewal of Professional License DCAS-CMM-S04.9AR

Service Description Renewal of the professional license in accordance with the standards and guidelines adopted

by DCAS





Parties


Relation Type:

Service Delivery

Specifications

Achieving the standard time of responding to the inquiries: Within one working day Governance of examination results

Time to Receive the

Service

6 working days

Service Fees - AED 150 professional application - AED 200 for written and oral (ordinary) exam for professionals - AED 1000 for written and oral (urgent) exam for professionals - AED 150 for renewal of license for practicing the profession of an ambulance vehicle

driver - AED 400 for a professional license for practicing the profession of a medical

emergency medic or technician - AED 650 for renewal of a professional license for practicing the profession of a

medical emergency specialist - AED 900 for renewal of the professional license for practicing the license of an

advanced medical emergency, air or road, technician or advanced/first aid trainer - AED 10 for knowledge - AED 10 for innovation

Service Delivery

Channels

- Website: www.dcas.gov.ae - DCAS Smart Service App.



- The service application form - A copy of the professional license - A clearance letter from the Roads and Transport Authority “RTA” for ambulance

vehicles drivers - A valid business letter for the DCAS-registered entity - A copy of Emirates ID

Requirements during


N/A

Flow of service - Online application submittal;

- Payment of the application fees;

- Setting a date for the exam and payment of the prescribed fees for the exam (only for medics);

- Personal attendance of the practical exam at DCAS;

- The client is communicated with the result of the exam;

- Payment of the due fees;

- Receiving the payment recipt;

- Receipt of the license as per categories; and

- Receipt of professional license from DCAS headquarters.


41

Setting a date for the exam and payment of the prescribed fees for the exam (only for medics) Personal attendance of the practical exam at DCAS The client is communicated with the result of the exam Payment of the due fees Receiving the payment recipt Receipt of the license as per categories

Receipt of professional license from DCAS headquarters


42

Permit Data Modification

Filling out and submission of the application online (available on DCAS website) Setting a date for field examination and communicating the facility online of the date set for the visit Examination results are announced to the recipient at the same time in the same day Informing the client of the due amounts for proper payment Receipt of modified service practice permit


4.10 Permit Data Modification DCAS-CMM-S04.10AR

Service Description Modification of the permit data for DCAS registered facilities



Parties


Department of Economic Development



Service Delivery

Specifications

Achieving the standard time of responding to the inquiries: Within one working day Delivering the modified license to the location of the client

Time to Receive the

Service


Service Fees - AED 300 for permit data modification - AED 500 for field visit (change of location / new location) - AED 10 for knowledge - AED 10 for innovation

Service Delivery

Channels



receiving the service - Filling out the service application form

- A copy of the business license

- A copy of the permit

- Site map of the facility

Requirements during


N/A

Flow of service - Filling out and submission of the application online (available on DCAS website);

- Setting a date for field examination and communicating the facility online of the date set for the visit in case of site change;


- Informing the client of the due amounts for proper payment; and

- Receipt of modified service practice permit from DCAS.



43

Professional License Data Modification

Filling out and submission of the application online (available on DCAS website) Payment of the due fees online Receipt of the replacement license by the proper mean


4.11 Professional License Data Modification DCAS-CMM-S04.11AR

Service Description Modification of the license data for DCAS registered professionals after they meet the

requirements and prerequisites accredited by DCAS in this regard.



Parties

■ Unrelated □ Related



Service Delivery

Specifications

Achieving the standard time of responding to the inquiries: One working day Providing various means to deliver the modified license

Service Fees - AED 100 for license data modification - AED 10 for knowledge - AED 10 for innovation

Service Delivery

Channels




- A copy of the license

- A written letter (letter of recommendation) from the body in which the client works

Requirements during


N/A

Flow of service - Filling out and submission of the application online (available on DCAS website)

- Payment of the due fees online; and

- Receipt of the modified license by the proper mean.


44

Permit Replacement

Filling out and submission of the application online (available on DCAS website) Payment of the due fees online Receipt of the replacement permit by the proper mean


4.12 Permit Replacement DCAS-CMM-S04.12AR

Service Description Issuance of a replacement of the permit issued by DCAS



Parties




Service Delivery

Specifications


Time to Receive the

Service

Within half working day

Service Fees - AED 200 for permit data modification - AED 10 for knowledge - AED 10 for innovation

Service Delivery

Channels




- A copy of the business license or a copy of the Free Zone Authority license

- A written letter from the body to request the service Requirements during


N/A


- Payment of the due fees online; and

- Receipt of a replacement of permit by the proper mean.



45

Professional License Replacement

Filling out and submission of the application online (available on DCAS website) Payment of the due fees online Receipt of the replacement license by the proper mean


4.13 Professional License Replacement DCAS-CMM-S04.13AR

Service Description Issuance of a replacement of the license issued by DCAS



Parties


Relation Type:



Service Delivery

Specifications


Time to Receive the

Service

Within half working day

Service Fees - AED 100 for issuance of license replacement



- Note: Please refer to Resolution No. 30 of 2011: Regulating the work of Ambulance Service Provider in the Emirates of Dubai, regarding the fines and violation fees.

Service Delivery

Channels




- A valid business letter for the DCAS-registered body Requirements during


N/A

Flow of service - Filling out and submission of the application online (available on DCAS website)

- Payment of prescribed fees; and

- Receipt of a license for practicing a profession.


46

Student and Graduate Limited License

Filling out the form for obtaining a limited license Attaching the receipt of the payment of Data Flow Approving the application and informing the client to pay the application fees


4.14 Student and Graduate Limited License DCAS-CMM-S04.14AR

Service Description The students of the Emergency Medicine Program and graduates of the Emergency Medicine

will obtain a limited license for practicing the profession under the supervision of a specialist

from DCAS or any accredited body for a period of time in which the student will be under the

supervision of a doctor or a licensed professional to avoid any legal accountabilities.



Parties


Relation Type:




Service Delivery

Specifications

Achieving the standard time of responding to the inquiries: Within one working day Priority in recruitment in case of vacancies, professionalism, and according to DCAS

instructions and regulations. Honoring the creative staff and posting their stories on social media Commitment to grant the committed staff in the program a free field experience

certificate Time to Receive the

Service

2 working days

Service Fees - AED 150 for submitting an application for a limited license - AED 100 for an emergency medicine technician - AED 200 for an emergency medicine specialist - AED 300 for an advanced emergency medicine, air or land, technician - AED 10 for knowledge - AED 10 for innovation

Service Delivery

Channels

- Attendance in person


receiving the service - A written letter (letter of recommendation) from the body in which the client works

- Filling out the form of limited license

- Criminal case record

- A copy of a valid passport, ID, and residence

- Personal photo

- Medical malpractice insurance certificate

- A balance from Data Flow Company Requirements during


N/A

Flow of service - Filling out the form for obtaining a limited license

- Attaching the receipt of the payment of Data Flow;

- Approving the application and informing the client to pay the application fees;

- Payment of the fees for submitting an application for a limited license according to the category; and

- Receipt of a limited license.


47

Payment of the fees according to the category Receipt of a limited license


48

Issuance of Professional Good Standing Certificate

Filling out the application form online Payment of the due fees Delivering copy of the professional good standing certificate online


4.15 Issuance of Professional Good Standing Certificate DCAS-CMM-S04.15AR

Service Description The DCAS licensed professionals in the Emirate (public and private institutions and free zones)

will be granted a certificate of a professional good standing.


Service Relation to

Third Parties




Service Delivery

Specifications

Achieving the standard time of responding to the inquiries: Within one working day Commitment to the confidentiality of information and client’s privacy Delivery of the certificate via couriers provided that the client will pay the courier fees Sending a copy of the certificate via email Ordinary course will take 3 days / urgent will be delivered in the same day

Time to Receive the

Service

Urgent: in the same day

Ordinary: 3 working days

Service Fees - AED 500 for (ordinary) good standing certificate - AED 1000 for (urgent) good standing certificate - AED 10 for knowledge - AED 10 for innovation

Service Delivery

Channels




- Experience certificate from the employer - A copy of the license certificate granted by DCAS - Personal photo - Copy of Emirates ID

Requirements during


N/A

Flow of service - Filling out the application form online;

- Payment of the due fees (ordinary or urgent); and

- Delivering copy of the professional good standing certificate online.


49


4.16 Temporary Professional License DCAS-CMM-S04.16AR

Service Description Receipt of temporary professional license according to the categoty


Service Relation to

Third Parties




Service Delivery

Specifications

Achieving the standard time of responding to the inquiries: Within one working day Commitment to information confidentiality and clients’ privacy Delivery of the license certificate via couriers provided that the client will pay the

courier fees Time to Receive the

Service

10 working days

Service Fees AED 150 for evaluating professional license application

AED 200 for (ordinary) written and oral exams for professionals, and AED 1000 for the

(urgent) exams

AED 100 for temporary license

AED 10 for knowledge

AED 10 for innovation

Service Delivery

Channels



receiving the service - The service application form

- A professional experience for a year

- A copy of the academic qualifications

- A certified copy clearly stating the number of hours of theoretical and practical training

- A copy of a valid passport, ID, and residence

- Personal photo

- Criminal case record

- The license issued from the country of graduation or from DHA

- Medical malpractice insurance

- Temporary permit from the Ministry of Labor, if any.

- A written letter from the body in which the client works

- Medical malpractice insurance certificate

- A balance from Data Flow Company Requirements during


N/A

Flow of service - Filling out the form for obtaining a temporary license;

- Payment of the fees for submitting an application for a temporary license;

- Setting a date for the exam and payment of the prescribed fees for the exam;

- Personal attendance of the exam;

- The client is communicated with the result of the exam;

- Payment of the certificate fees; and

- Receipt of the license certificate



50

Temporary Professional License

Filling out the form for obtaining a temporary license Payment of the fees for submitting an application for a temporary license Setting a date for the exam and payment of the prescribed fees for the exam Personal attendance of the exam The client is communicated with the result of the exam Payment of the certificate fees Receipt of the license certificate


51

Accreditation of Training Methodologies

Filling out and submission of the application online (available on DCAS website) Payment of the due fees Sending the to-be-approved and revewied training methodologies to Medical Accreditation Division Notifying the client of the end of the accreditation process Receipt of the approved methodology.


4.17 Accreditation of Training Methodologies DCAS-CMM-S04.17AR

Service Description Reviewing and auditing the training methodologies for the DCAS-accredited facilities


Service Relation to

Third Parties




Service Delivery

Specifications

Achieving the standard time of responding to the inquiries: Within one working day Commitment to the confidentiality of information and client’s privacy

Time to Receive the

Service

5 working day

Service Fees - AED 200 for each training methodology - AED 10 for knowledge - AED 10 for innovation

Service Delivery

Channels




- Sending the training methodologies Requirements during


N/A


- Payment of the due fees;

- Sending the to-be-approved and revewied training methodologies to Medical Accreditation Division;

- Notifying the client of the end of the accreditation process; and

- Receipt of the approved methodology.



52

Modifying An Activity

Filling out and submission of the application online (available on DCAS website) Payment of field examination fees Conducting the field examination and announcing the examination result immediately to the client Payment of due fees for change of activity Issuance of a permit of change of activity from DCAS


4.18 Modifying An Activity DCAS-CMM-S04.18AR

Service Description Issuance of a permit that includes adding or modifying the ambulance service delivery activity


Service Relation to

Third Parties


Department of Economic Development/Free Zones Authorities, accredited international

organizations



Service Delivery

Specifications


Time to Receive the

Service

5 working days

Service Fees - AED 3000 for modifying an activity

- AED 500 for setting a date for field examination



Service Delivery

Channels




- Filling out the service application form - A copy of the business license - Payment of service fees - Meeting the site disclosure and audit requirements

Requirements during


N/A

Flow of service - Filling out and submission of the application online (available on DCAS website); - Payment of field examination fees; - Setting a date for field examination; - Conducting the field examination and announcing the examination result immediately to

the client; - Payment of due fees for change of activity; and - Issuance of a permit of change of activity from DCAS.



53

5 Main Service: Service of Society Education

5.1 Sub-Service: First Aid Training DCAS-CMM-S05.1AR

Service Description This service provides training courses on first aid and how to deal with emergencies efficiently

and properly at their occurrence.

Service Provider Department of Continued Training and Education/ Department of Community

Awareness/Division of Community Awareness

Service Relation to

Third Parties

□ Unrelated ■ Related: Highfield/AHA

Relation Type: International accreditation



■ A service delivered by a government entity to the society (G2S)


■ A service delivered by a government entity to employees (G2E)

Service Delivery

Specifications

Commitment to provision of a high-quality training program according to international

standards, and international recognition and accreditation

Time to Receive the

Service

7 workign days according to the type of program

- 3 days - advanced first aid course, Highfield curriculum, (in English and Arabic)

- 1 day - emergency first aid course, Highfield curriculum, (in English or in Arabic)

- 2 days - first aid course for children, Highfield curriculum, (in English and Arabic)

- 1 day - Heartsaver course by the American Heart Association, (in English and Arabic)

- 1 day – first aid course, organizational curriculum of the Strategic Partners

- 3 days – emergency responder for all DCAS staff Service Fees - AED 770 for advanced first aid course, Highfield curriculum, (in English and Arabic)

- AED 420 for emergency first aid course, Highfield curriculum, (in English or in Arabic)

- AED 470 for first aid course for children, Highfield curriculum, (in English)

- AED 470 for first aid at work course by First Aid International (in English)

- AED 620 for Heartsaver course by the American Heart Association (in English)

- Free of charge for first aid course, organizational curriculum of the Strategic Partners

- Free of charge for emergency responder for all DCAS staff Service Delivery

Channels

- Website: http://www.ambulance.gov.ae - Tel: 042922222 - E-mail: [email protected]



- Filling out the course application - Payment of the due fees online or by bank transfer

Requirements during


- Commitment to the training program attendance instructions - Bringing the National ID - Measuring knowledge before the workshop test

- After workshop test

- Workshop evaluation Flow of service - Filling out of the application;

- Sending awareness workshop application via email: [email protected], calling 04-2922222, or by personal attendance to Department of Community Awareness, DCAS headquarters;

- Informing the client of the available dates, offering quotation of the course;

- Payment of the dues;



54

First Aid Training

Filling out and sending awareness workshop application Email Phone call Personal Attendance Informing the client of the available dates, offering quotation of the course Payment of the dues Joining the course and completion of the requirements Issuance of the DCAS accredited certificate

- Joining the course and completion of the requirements; and

- Issuance of the DCAS accredited certificate. * The service may be applied for online through DCAS website.


55

First Aid Workshops

Filling out and sending awareness workshop application Email Personal Attendance Informing the client of the available dates Joining the course and completion of the requirements Issuance of the DCAS accredited certificate

5 Main Service: Society Education

5.2 Sub-Service: First Aid Workshops DCAS-CMM-S05.2AR

Service Description This service provides awareness workshops on basic first aid that aims to raising the awareness

of first aid among the community members.



Service Relation to

Third Parties







Service Delivery

Specifications Commitment to provision of a high-quality training program according to international

standards and international recognition and accreditation Time to Receive the

Service

Service delivery within 2 working days

Execution of service 3-4 hours

Service Fees Free of Charge (FOC)

Service Delivery

Channels - Website: http://www.ambulance.gov.ae

- Tel: 042922222



- Filling out the workshop application - Fulfilling the number of participants. Minimum required of individuals in the first

aid workshops is 30 Requirements during


- Commitment to the program attendance instructions - Measuring knowledge before the workshop test - Measuring knowledge after the workshop test / workshop evaluation

Flow of service - Filling out of the application;

- Sending awareness workshop application via email: [email protected] or by personal attendance to Department of Community Awareness, DCAS headquarters;

- A confirmation of the workshop date will be served to the client;

- Joining the course and completion of the requirements; and

- Issuance of the DCAS accredited certificate. * The service may be applied for online through DCAS website.



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First Aid Lectures

Filling out and sending awareness lecture application Email Personal Attendance A confirmation of the lecture date will be served to the client Joining the course and completion of the requirements Issuance of the DCAS accredited certificate

5 Main Service: Service of Society Education

5.3 Sub-Service: First Aid Lectures DCAS-CMM-S05.3AR

Service Description This service provides lectures on first aid with the aims of raising the awareness of first aid

among the community members.



Service Relation to

Third Parties







Service Delivery

Specifications Commitment to provision of a high-quality training program according to international

standards and international recognition and accreditation

Time to Receive the

Service

Service delivery within 2 working days

Execution of service: 2 hours

Service Fees Free of Charge (FOC)

Service Delivery

Channels - Website: http://www.ambulance.gov.ae

- Tel: 042922222


receiving the service - Filling out the lecture application

Requirements during

receiving the service - Commitment to the program attendance instructions

- Workshop evaluation by the coordinator Flow of service - Filling out of the application;

- Sending awareness lecture application via email: [email protected] or by personal attendance to Department of Community Awareness, DCAS headquarters;

- A confirmation of the lecture date will be served to the client; and

- Joining the lecture. * The service may be applied for online through DCAS website.



57

References

- Executive Board Resolution No. 30/2011 regarding the work of Ambulance Service Providers;

- Law No. 12/2015 on Dubai Corporation for Ambulance Services;

- Executive Board Resolution No. 09/2016 concerning amendment of Professional Fee Schedule;

- Executive Board Resolution No. 01/2018 concerning approval of service fees;

- Law No. 1/2018 concerning the Knowledge Dirham Fee.

- Law No. 1/2018 concerning the Innovation Dirham Fee.