Case Study: Dubai Health Authority achieves instant reporting and major productivity gains with Microsoft Dynamics 365

Public healthcare in UAE benefits from productivity boost

The Dubai Health Authority (DHA) is the Emirate’s public healthcare regulator and operator, managing four public hospitals, seven specialty centers, 13 primary healthcare centers and the licensing of facilities and professionals. Its Department of Institutional Marketing & Communications and Customer Service Department needed better one‑to‑one citizen engagement, faster access to case histories and reports, and automated workflows to boost efficiency and reduce time and cost.

Working with IBM, DHA implemented Microsoft Dynamics CRM—integrating it with IVR, SMS, Outlook and fax and streamlining workflows. The solution centralized records, enabled project tracking and reporting in seconds, reduced customer lookup to under three seconds and cut report generation from hours to minutes, resulting in higher productivity, lower costs and stronger support for DHA’s broader healthcare goals.

Dubai Health Authority

Ghanim Lootah

Director Department of Marketing & Communications