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

Document Organization

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

Document Amendments

Version Date Prepared by Department/Section Signature No.

Mohammed Strategy and Organizational 5.0 29/9/2019 Jasim Al Jallaf Excellence Office

Document Reviews & Approvals

Version Date Reviewer/Approver Department/Section Signature No.

Dr. Aisha Al Strategy and Organizational 5.0 29/9/2019 Mutawaa Excellence Office

Services and Clients' Service Management Manual Version: 5.0 2019

Previous Reviews

Version Date of Description of Amendment Prepared by No. Amendment

Operations Standards and Client 1.0 New Document 30/09/2012 Services Team

Drafting the document according to the Operations Standards and Client 2.0 14/12/2014 approved clauses of the Manual Services Team

Updating the Organization's services and Strategy and Organizational 3.0 adding detailed services to the vocational 24/01/2016 Excellence Office training service

Updating service identification cards and the Strategy and Organizational 4.0 20/03/2018 client’s journey fees Excellence Office

Updating all Organization's services and client's journeys, taking into account Strategy and Organizational 5.0 29/09/2019 Information Security and Government Excellence Office Orientation

Services and Clients' Service Management Manual Version: 5.0 2019

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;

Services and Clients' Service Management Manual Version: 5.0 2019  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;

Services and Clients' Service Management Manual Version: 5.0 2019  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

Services and Clients' Service Management Manual Version: 5.0 2019

Strategy Route Map of Dubai Corporation for Ambulance Services

Services and Clients' Service Management Manual Version: 5.0 2019

Services and Clients' Service Management Manual Version: 5.0 2019 Organizational Chart of Dubai Corporation for Ambulance Services

Board of Directors

Internal Audit Bureau

CEO

Strategy and Legal Affairs Office Organizational Excellence Office

Department of Continued Department of Medical Department of Emergency Department of Training and Education and Technical Affairs Ambulance Operations Organizational Support

Department of Vocational Department of Medical Department of Emergency Department of Human Training Acrrediation and Studies Ambulance Operations Resources

Division of Ambulance Division of Future Deira Ambulance Division Employee Happiness Training Foresight and Medical Division Studies

Division of Administrative Division of Health and Bur Dubai Ambulance Planning and Employment Training Safety Division Division

Division of Continued Division of Ambulance Air Ambulance Division Employee Affairs Division Education Policies

Division of Knowledge Medical Review Division Crisis and Disaster Salaries and Benefits Management Management Division Division

Department of Jabal Ali Ambulance Department of Financial Community Awareness Division Affairs

Division of Community External Areas Ambulance Accounting and Budget Awareness on Ambulance Division Division

Payments Division

Volunteer Management Department of Ambulance Department of Airports Revenues and Insurance Division Services Organization and Ports Ambulance Claims Division

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Organization and Licensing Divison

Control and Examination Bur Dubai Airport division Department of Division Administrative Services

Al Maktoum International Airport Division

Ports Ambulance Division Contarcts and Procurement Divison

Department of Event Warehouses Division Coverage and Patient Transportation

Division of Event Coverage Asset and Property Management Division

Division of Patient Transportation Transportation Management Divison

Vehicle Maintenance Division

Department of Medical Department of Dispatch Information Technology

Division of Emergency Smart Systems Division Ambulance Dispatch

Airport Dispatch Division Device and Network Management Division

Approved by/ Dr. Hameed Division of Non- Information Security and Mohammed Al-Qatami Emergency Ambulance Open Data Dispatch Chairman of DCAS

Coordination and Follow- Department of Up Division Comunications and Public

Services and Clients' Service Management Manual Version: 5.0 2019 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

DCAS-CMM-S01.1AR Emergency Response Service (Injuries and Diseases) Department of DCAS-CMM-S01.2AR Coverage and Evaluation of Training Exercises for Crises and Emergency Ambulance Disasters Operations DCAS-CMM-S01.3AR Evacuation Coverage Service

Department of Event DCAS-CMM-S02.1AR Transport of Patients from Healthcare Facilities to Houses, Coverage and Transport and Vice Versa (Non-emergency) of Patients

Department of Event DCAS-CMM-S03.1AR Government Events Coverage Coverage and Transport DCAS-CMM-S03.2AR Private Entities Events Coverage of Patients

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

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

Services and Clients' Service Management Manual Version: 5.0 2019 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

DCAS-CMM-S06.1AR Service of First Aid Workshops Department of Society Education DCAS-CMM-S06.2AR Service of First Aid Lectures

Services and Clients' Service Management Manual Version: 5.0 2019

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 □ Unrelated ■ Related (Dubai Police, Health Authority, Ministry of Health, Private Hospitals) Parties Type of Relation: Strategic Partner Customer Category ■ A service delivered by a government entity to the society (G2S) Service Delivery  Providing service in: Seven minutes. Specifications  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 N/A receiving the service Requirements during N/A receiving the service 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 Service Provider Department of Ambulance Operations/Divisions of Emergency Ambulance Operations Service Relation to Third □ Unrelated ■ Related Parties (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  Commitment to the confidentiality of training information Specifications  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 - Registering through the website receiving the service - Filling out the form - Evaluation of the service form and approve the quotation - Payment of the due amount Requirements during N/A receiving the service 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. Service Provider Department of Ambulance Operations/Divisions of Emergency Ambulance Operations Service Relation to Third □ Unrelated ■ Related Parties (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  Commitment to the confidentiality of training information Specifications  Provision of an emergency vehicle that suits the training nature Time to Receive the One week Service 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 knowledge - AED 10 for innovation * Excluding federal and local government entities from service fees Service Delivery Channels - DCAS website: www.dcas.gov.ae - E-mail: [email protected] Requirements prior to Government authorities: receiving the service - 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

Services and Clients' Service Management Manual Version: 5.0 2019 receiving the service

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.

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

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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 Service Relation to Third □ Unrelated ■ Related (private companies) Parties 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  Achieving the standard time of responding to the inquiries: 24/7 Specifications  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 Transporting the patient to the specific destination within 20-30 minutes Service 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 ) - AED 10 for innovation - AED 10 for knowledge

Service Delivery Channels - DCAS website: www.dcas.gov.ae - Tel: 04/2922999 Requirements prior to - Apply through DCAS website ( excluding elderly from filling out the form online. receiving the service 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 receiving the service 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;

Services and Clients' Service Management Manual Version: 5.0 2019 - 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.

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

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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 Service Relation to Third □ Unrelated Parties ■ Related (Government organizations organizing the event) Customer Category ■ A service delivered by a government entity to another government entity (G2G) Service Delivery  Provision of the service as per schedule Specifications  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 2 working days to respond to the service applicant. Service 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 innovation - 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 receiving the service Requirements during - An official letter from the service applicant that includes event type, number of receiving the service 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.

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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 Service Relation to Third □ Unrelated Parties ■ Related (Government organizations organizing the event) Customer Category ■ A service delivered by a government entity to businesses (G2B) Service Delivery  Provision of the service as per schedule Specifications  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 2 working days to respond to the service applicant. Service 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 innovation - 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 receiving the service Requirements during - An official letter from the service applicant that includes event type, number of receiving the service 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.

Services and Clients' Service Management Manual Version: 5.0 2019

4 Ambulance Services Planning

4.1 Licensing a Facility that Provides Ambulance Services DCAS-CMM-S04.1AR Service The recipient of the service obtains a document issued by DCAS containing its consent that the facility Description 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 □ Unrelated ■ Related Third Parties Department of Economic Development/Free Zones Authorities Customer Category ■ A service delivered by a government entity to another government entity (G2G) ■ A service delivered by a government entity to businesses (G2B) ■ A service delivered by a government entity to clients (G2C) Service Delivery  Achieving the standard time of responding to the inquiries: Within one working day Specifications Time to Receive 7 working days the Service - AED 500 for scheduling an appointment for field examination Services fees - AED 5000 for licensing a facility that provides ambulance services - AED 10 for knowledge - AED 10 for innovation Service Delivery - Website: www.dcas.gov.ae Channels - DCAS Smart Service App - DCAS headquarters Requirements - Filling out the service application form prior to receiving the service - 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 - Payment of service fees during receiving the service - 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);

Services and Clients' Service Management Manual Version: 5.0 2019 - 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.

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.

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4 Ambulance Services Planning

4.2 First Aid & Advanced First Aid Training Services Facility Permit DCAS-CMM-S04.2AR Service The recipient of the service obtains a document issued by DCAS containing its consent that the facility Description practices the activity of providing first aid and advanced first aid training services in the Emirate. Service Provider Department of Medical and Technical Affairs/Division of Ambulance Services Planning Service Relation to □ Unrelated ■ Related Third Parties Department of Economic Development/ Free Zones Authorities, accredited international organizations Relation Type: Adding an activity in the commercial license Customer ■ A service delivered by a government entity to another government entity (G2G) Category ■ A service delivered by a government entity to businesses (G2B) ■ A service delivered by a government entity to clients (G2C) Service Delivery  Achieving the standard time of responding to the inquiries: Within one working day Specifications  Honoring the best DCAS-licensed facilities Time to Receive 7 working days the Service 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 knowledge - AED 10 for innovation Service Delivery - Website: www.dcas.gov.ae Channels - DCAS smart service app - DCAS headquarters

Requirements - Filling out the service application form prior to receiving the service - 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 - The training hall must not be less than 400 square feet during receiving the service - 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; - 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); - 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 27

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- 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; - 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.

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.

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4.1 Ambulance Services Planning

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

Service Description Abulance staff to obtain a professional license Service Provider Department of Medical and Technical Affairs/Division of Ambulance Services Planning Service Relation to Third □ Unrelated ■ Related Parties Data Flow Company, Dubai Police, Roads and Transport Authority (RTA), accredited international organizations Customer Category ■ A service delivered by a government entity to another government entity (G2G) ■ A service delivered by a government entity to businesses (G2B) ■ A service delivered by a government entity to clients (G2C) ■A service delivered by a government entity to employees (G2E) Service Delivery  Achieving the standard time of responding to the inquiries: Within one working day Specifications  Commitment to information confidentiality and clients’ privacy Time to Receive the 10 working days Service 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 Requirements prior to - The service application form receiving the service - 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 - Personal photo. receiving the service - The letter of professional accreditation from the international organization registered in DCAS. 29

Services and Clients' Service Management Manual Version: 5.0 2019 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.

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

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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 Service Provider Department of Medical and Technical Affairs/Division of Ambulance Services Planning Service Relation to Third □ Unrelated ■ Related (Roads and Transport Authority “RTA”) Parties Relation Type: Licensing an ambulance vehicle Customer Category ■ A service delivered by a government entity to another government entity (G2G) ■ A service delivered by a government entity to businesses (G2B) ■ A service delivered by a government entity to clients (G2C) Service Delivery  Providing service in: Within one working day Specifications Time to Receive the Within one working day Service 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 125 for reinspecting the technical equipment for an ambulance vehicle of the level (5) after 30 days from the date of the first inspection. - AED 150 for reinspecting the technical equipment for an ambulance vehicle of the level (6) after 30 days from the date of the first inspection. - AED 150 for issuing an NOC - AED 10 for knowledge - 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 receiving the service - 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 receiving the service 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.

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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

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4.5 Certificate Authentication DCAS-CMM-S04.5AR Service Description Authentication of the training certificates issued by DCAS-accredited facilities Service Provider Department of Medical and Technical Affairs/Division of Ambulance Services Planning Service Relation to Third □ Unrelated ■ Related (international organizations) Parties 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  Achieving the standard time of responding to the inquiries: Within one working day Specifications Time to Receive the Within one working day Service Service Fees - 50 AED for each certificate - AED 10 for knowledge - AED 10 for innovation Service Delivery Channels - Personal attendance

Requirements prior to - Personal attendance to DCAS headquarters receiving the service - The service application form - The original certificates to be accredited Requirements during N/A receiving the service 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.

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

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4.6 Permit Renewal of Ambulance Services Facilities DCAS-CMM-S04.6AR Service Description Permit renewal of ambulance services facilities Service Provider Department of Medical and Technical Affairs/Division of Ambulance Services Planning Service Relation to Third □ Unrelated ■ Related Parties (Department of Economic Development/Free Zones Authorities) Customer Category ■ A service delivered by a government entity to another government entity (G2G) ■ A service delivered by a government entity to businesses (G2B) ■ A service delivered by a government entity to clients (G2C) Service Delivery  Achieving the standard time of responding to the inquiries: Within one working day Specifications  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 6 working days Service 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 - AED 10 for knowledge - AED 10 for innovation Service Delivery Channels - Website: www.dcas.gov.ae . Requirements prior to - Filling out the service application form receiving the service - 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 receiving the service Flow of service - 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; and - Dispatching the permit to the client online.

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

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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 Service Provider Department of Medical and Technical Affairs/Division of Ambulance Services Planning Service Relation to Third □ Unrelated ■ Related Parties Department of Economic Development/Free Zones Authorities Customer Category ■ A service delivered by a government entity to another government entity (G2G) ■ A service delivered by a government entity to businesses (G2B) ■ A service delivered by a government entity to clients (G2C) Service Delivery  Achieving the standard time of responding to the inquiries: Within one working day Specifications  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 6 working days Service 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 - AED 10 for knowledge - AED 10 for innovation Service Delivery Channels - Website: www.dcas.gov.ae

Requirements prior to - Filling out the service application form receiving the service - A copy of the business license - A copy of the permit - A copy of the international accreditation letter Requirements during N/A receiving the service Flow of service - 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; and - Electronic dispatching the permit to the client.

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 36

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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. Service Provider Department of Medical and Technical Affairs/Division of Ambulance Services Planning Service Relation to Third □ Unrelated ■ Related Parties (Department of Economic Development/Free Zones Authorities) DHA/Ministry of Health Customer Category ■ A service delivered by a government entity to another government entity (G2G) ■ A service delivered by a government entity to businesses (G2B) ■ A service delivered by a government entity to clients (G2C) Service Delivery  Achieving the standard time of responding to the inquiries: Within one working day Specifications  Communicating after delivering the license through workshops and forums  Honoring the best DCAS-licensed facilities Time to Receive the 7 working days Service 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. Requirements prior to - Filling out the online service application form. receiving the service - 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 receiving the service - 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; - 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); - 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 / first aid or advanced first aid training); - 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 (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);

Services and Clients' Service Management Manual Version: 5.0 2019 - Payment of the prescribed fees; and - Receipt of service practice license online.

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

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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 Service Provider Department of Medical and Technical Affairs/Division of Ambulance Services Planning 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 Relation to Third □ Unrelated ■ Related Parties Relation Type: Service Delivery  Achieving the standard time of responding to the inquiries: Within one working day Specifications  Governance of examination results Time to Receive the 6 working days Service 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 - Website: www.dcas.gov.ae Channels - DCAS Smart Service App. Requirements prior to - The service application form receiving the service - 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 receiving the service 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.

Renewal of Professional License Online application submittal Payment of the application fees

Services and Clients' Service Management Manual Version: 5.0 2019 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

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

Service Description Modification of the permit data for DCAS registered facilities Service Provider Department of Medical and Technical Affairs/Division of Ambulance Services Planning Service Relation to Third □ Unrelated ■ Related Parties Department of Economic Development 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  Achieving the standard time of responding to the inquiries: Within one working day Specifications  Delivering the modified license to the location of the client

Time to Receive the Within one working day 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 - Website: www.dcas.gov.ae Channels - DCAS Smart Service App. Requirements prior to - Filling out the service application form receiving the service - A copy of the business license - A copy of the permit - Site map of the facility

Requirements during N/A receiving the service 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; - 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; and - Receipt of modified service practice permit from DCAS.

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

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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. Service Provider Department of Medical and Technical Affairs/Division of Ambulance Services Planning Service Relation to Third ■ Unrelated □ Related Parties 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  Achieving the standard time of responding to the inquiries: One working day Specifications  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 - Website: www.dcas.gov.ae Channels - DCAS Smart Service App. Requirements prior to - Filling out the service application form receiving the service - A copy of the license - A written letter (letter of recommendation) from the body in which the client works

Requirements during N/A receiving the service 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.

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

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4.12 Permit Replacement DCAS-CMM-S04.12AR Service Description Issuance of a replacement of the permit issued by DCAS Service Provider Department of Medical and Technical Affairs/Division of Ambulance Services Planning Service Relation to Third ■ Unrelated □ Related Parties 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  Achieving the standard time of responding to the inquiries: Within one working day Specifications Time to Receive the Within half working day Service Service Fees - AED 200 for permit data modification - AED 10 for knowledge - AED 10 for innovation Service Delivery - Website: www.dcas.gov.ae Channels - DCAS Smart Service App. Requirements prior to - Filling out the service application form receiving the service - 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 receiving the service Flow of service - Filling out and submission of the application online (available on DCAS website); - Payment of the due fees online; and - Receipt of a replacement of permit by the proper mean.

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

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4.13 Professional License Replacement DCAS-CMM-S04.13AR Service Description Issuance of a replacement of the license issued by DCAS Service Provider Department of Medical and Technical Affairs/Division of Ambulance Services Planning Service Relation to Third ■ Unrelated □ Related Parties Relation Type: 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  Achieving the standard time of responding to the inquiries: Within one working day Specifications Time to Receive the Within half working day Service Service Fees - AED 100 for issuance of license replacement - AED 10 for knowledge - AED 10 for innovation - 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 - Website: www.dcas.gov.ae Channels - DCAS Smart Service App. Requirements prior to - Filling out the service application form receiving the service - A valid business letter for the DCAS-registered body Requirements during N/A receiving the service 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.

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

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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. Service Provider Department of Medical and Technical Affairs/Division of Ambulance Services Planning Service Relation to Third ■ Unrelated □ Related Parties Relation Type: Customer Category ■ A service delivered by a government entity to another government entity (G2G) ■ A service delivered by a government entity to businesses (G2B) ■ A service delivered by a government entity to clients (G2C) Service Delivery  Achieving the standard time of responding to the inquiries: Within one working day Specifications  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 2 working days Service 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 - Attendance in person Channels Requirements prior to - A written letter (letter of recommendation) from the body in which the client works receiving the service - 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 receiving the service 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.

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

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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 Provider Department of Medical and Technical Affairs/Division of Ambulance Services Planning Service Relation to ■ Unrelated □ Related Third Parties 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  Achieving the standard time of responding to the inquiries: Within one working day Specifications  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 Urgent: in the same day Service 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 - Website: www.dcas.gov.ae Channels - DCAS Smart Service App. Requirements prior to - Experience certificate from the employer receiving the service - A copy of the license certificate granted by DCAS - Personal photo - Copy of Emirates ID Requirements during N/A receiving the service 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.

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

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4 Ambulance Services Planning

4.16 Temporary Professional License DCAS-CMM-S04.16AR Service Description Receipt of temporary professional license according to the categoty Service Provider Department of Medical and Technical Affairs/Division of Ambulance Services Planning Service Relation to ■ Unrelated □ Related Third Parties 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  Achieving the standard time of responding to the inquiries: Within one working day Specifications  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 10 working days Service 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 - Website: www.dcas.gov.ae Channels - DCAS Smart Service App. Requirements prior to - The service application form receiving the service - 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 receiving the service 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

Services and Clients' Service Management Manual Version: 5.0 2019

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

Services and Clients' Service Management Manual Version: 5.0 2019

4 Ambulance Services Planning

4.17 Accreditation of Training Methodologies DCAS-CMM-S04.17AR Service Description Reviewing and auditing the training methodologies for the DCAS-accredited facilities Service Provider Department of Medical and Technical Affairs/Division of Ambulance Services Planning Service Relation to ■ Unrelated □ Related Third Parties 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  Achieving the standard time of responding to the inquiries: Within one working day Specifications  Commitment to the confidentiality of information and client’s privacy Time to Receive the 5 working day Service Service Fees - AED 200 for each training methodology - AED 10 for knowledge - AED 10 for innovation Service Delivery - Website: www.dcas.gov.ae Channels - DCAS Smart Service App. Requirements prior to - Filling out the service application form receiving the service - Sending the training methodologies Requirements during N/A receiving the service Flow of service - 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; and - Receipt of the approved methodology.

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.

Services and Clients' Service Management Manual Version: 5.0 2019

4 Ambulance Services Planning

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 Provider Department of Medical and Technical Affairs/Division of Ambulance Services Planning Service Relation to □ Unrelated ■ Related Third Parties Department of Economic Development/Free Zones Authorities, accredited international organizations 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  Achieving the standard time of responding to the inquiries: Within one working day Specifications Time to Receive the 5 working days Service Service Fees - AED 3000 for modifying an activity - AED 500 for setting a date for field examination - AED 10 for knowledge - AED 10 for innovation Service Delivery - Website: www.dcas.gov.ae Channels - DCAS Smart Service App. Requirements prior to - Filling out the service application form receiving the service - A copy of the business license - Payment of service fees - Meeting the site disclosure and audit requirements Requirements during N/A receiving the service 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.

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

Services and Clients' Service Management Manual Version: 5.0 2019

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 □ Unrelated ■ Related: Highfield/AHA Third Parties Relation Type: International accreditation Customer Category ■ A service delivered by a government entity to another government entity (G2G) ■ A service delivered by a government entity to businesses (G2B) ■ A service delivered by a government entity to the society (G2S) ■ A service delivered by a government entity to clients (G2C) ■ A service delivered by a government entity to employees (G2E) Service Delivery Commitment to provision of a high-quality training program according to international Specifications standards, and international recognition and accreditation Time to Receive the 7 workign days according to the type of program Service - 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 - Website: http://www.ambulance.gov.ae Channels - Tel: 042922222 - E-mail: [email protected] Requirements prior to - Filling out the course application receiving the service - Payment of the due fees online or by bank transfer Requirements during - Commitment to the training program attendance instructions receiving the service - 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;

Services and Clients' Service Management Manual Version: 5.0 2019 - 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.

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

Services and Clients' Service Management Manual Version: 5.0 2019

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 Provider Department of Continued Training and Education/ Department of Community Awareness/Division of Community Awareness Service Relation to ■ Unrelated □ Related Third Parties Customer Category ■ A service delivered by a government entity to another government entity (G2G) ■ A service delivered by a government entity to businesses (G2B) ■ A service delivered by a government entity to the society (G2S) ■ A service delivered by a government entity to clients (G2C) ■ A service delivered by a government entity to employees (G2E) Service Delivery  Commitment to provision of a high-quality training program according to international Specifications standards and international recognition and accreditation Time to Receive the Service delivery within 2 working days Service Execution of service 3-4 hours Service Fees Free of Charge (FOC)

Service Delivery - Website: http://www.ambulance.gov.ae Channels - Tel: 042922222 - E-mail: [email protected] Requirements prior to - Filling out the workshop application receiving the service - Fulfilling the number of participants. Minimum required of individuals in the first aid workshops is 30 Requirements during - Commitment to the program attendance instructions receiving the service - 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.

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

Services and Clients' Service Management Manual Version: 5.0 2019

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 Provider Department of Continued Training and Education/ Department of Community Awareness/Division of Community Awareness Service Relation to ■ Unrelated □ Related Third Parties Customer Category ■ A service delivered by a government entity to another government entity (G2G) ■ A service delivered by a government entity to businesses (G2B) ■ A service delivered by a government entity to the society (G2S) ■ A service delivered by a government entity to clients (G2C) ■ A service delivered by a government entity to employees (G2E) Service Delivery  Commitment to provision of a high-quality training program according to international Specifications standards and international recognition and accreditation

Time to Receive the Service delivery within 2 working days Service Execution of service: 2 hours Service Fees Free of Charge (FOC)

Service Delivery - Website: http://www.ambulance.gov.ae Channels - Tel: 042922222 - E-mail: [email protected] Requirements prior to - Filling out the lecture application receiving the service Requirements during - Commitment to the program attendance instructions receiving the service - 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.

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

Services and Clients' Service Management Manual Version: 5.0 2019

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.