OUTSOURCED GUIDE. Smarter Dubai, Happier Investors

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1 OUTSOURCED GUIDE Smarter Dubai, Happier Investors

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3 About Outsourcing Centers Outsourcing Centers are certified and approved by the Department of Economic Development in Dubai to provide business and registration services in the emirate of Dubai as per the requirements and conditions as well as the strategy mentioned in this guidelines. Conditions and Requirements for Outsourced Centers The First Phase "Before issuing the approval of the committee": The applicant must complete the form attached with the guidebook, and the required documents. Required Documents: An official letter from the center. Copy of the trade license or the initial approval including the trade name and the permission to practice the activity upon the completion of government transactions, provided that the center shall be owned 0% by UAE Nationals. Comprehensive feasibility study for the project. Sketch of the site "The area of the center shall not be less than 500 square meters or 5382 square feet." Interior design of the center. Payment receipt of the first phase fees "AED ". The Second Phase "After obtaining the approval of the committee": After obtaining the approval of the Committee, the center shall start and complete the outfitting works in the center according to the conditions and requirements for Outsourced centers within a period not more than days. Conditions and requirements Building Facilities,The following must be provided: An office space for DED representative. Separate water and sanitation facilities for males and females. A prayer room inside the center in case that there is no mosque near the center. Parking lots and valet parking services. Customers waiting lounge and another waiting lounge for women in addition to hospitality services by qualified office staff. The center entrance must be well equipped to ensure easy access for old people and people with special needs. Give priority to women, the elderly and people with special needs in queue system.

4 To fix signboards in the main public roads to guide the customers to the location of the center. Determine and publicize the center working hours for providing DED services. Outdoor signboard must bear DED logo. Display list of prices and fees for services offered at the center. Display the collection agency approved by the DED. Human Resources: The center must provide five employees, one supervisor and one receptionist for providing the services of DED. Provide seals for the employees, which shall include "the name of the center, the center logo, name of the employee." Providing one employee for the call center with contact details. Provide copies of the training certificates and CVs of the employees working in the center. Information Technology: The center must provide a fixed internet line connection "Static IP Address". Provide free "WIFI" to the customers. Provide PCs and technical requirements for all employees of customer service. Provide photocopying machines for the customers. Provide automatic flow device "Qsystem". General Information: The application will be referred to the Outsourced Committee to study the application and approved or disapproved it including the report of preliminary field visit with the attached photos. If the application is approved by the Committee; the center will be provided with an official letter issued by the DED including the approval subject to the fulfillment of the requirements mentioned in the guidebook. If all requirements are met and after the last field visit report; the application and the final report will be referred to the Committee for issuing the final approval. The employees to work in the center shall be subject to training courses under the supervision of the DED before the operation of the center. The trained employees shall undergo to theory and practical tests to measure the level of their readiness to provide the services. If the employees failed to pass the tests; the center shall retrain the employees to take the tests again or provide other employees to be trained at the expense of the center as well. The employees rotation of in the Centre shall not exceed "40%", and if such percentage is higher than the prescribed percentage; the center will be subject to the penalty of non-renewal of contract.

5 Management of Agreements: The Agreement will be valid for one year, and each party may not renew the agreement at the renewal date, provided that the other party shall be notified in written two months before the date of expiry of the agreement. The agreement shall be signed between the DED and the Centre after the confirmation of the readiness of the location and fulfillment all requirements and providing the system and staff. The training will be organized after signing the agreement. Passing the tests is an essential requirement to issue the user name. The applicable fees shall be paid to the Finance Department immediately after signing the agreement. Archiving Transactions: The center shall archive all documents for each transaction received and processed in the system. The center shall send all received and archived transactions to the Umm Al Ramool Center on weekly basis "on Monday" to be saved there. The center shall to send all transactions to the concerned department in the DED, hich require security approvals or approval of Legal Affairs Department. Outsourced Scope: The scope of Outsourced includes the DED services related to commercial registration and licensing sector and all of sub-services excluding direct amendments: Starting business. Initial approvals. Certificates. Issuance of license. License Renewal. Amendment of license. Cancelation of license. Commercial permits. Trade names. 04/ / / Social networking sites of DED dubai_ded Social networking sites for Commercial Registration & Licensing Sector dubaibrl

6 Outsourced fees and DED Services provided by the service centers No. Services Number Type of Transaction DED Fees Center Fees Employee Commission Total 1 Three Services for UAE Nationals Reserve and renew of trade name License renewal Issuance and renewal of electronic initial approval Reserve and renew of trade name License renewal 0 0 Issuance and renewal of electronic initial approval 0 2 All commercial registration services for UAE Nationals License Processing License amendment Cancellation of license Amendment of licensing "procedures "single action Amendment of licensing "procedures "multiple actions Issuance, cancellation, modification and renewal of commercial permits 0 3 Businessmen Services Businessmen Services - 4 Services for starting business Issuing of electronic memorandum of association Issuing of electronic initial approval Trade name reservation All commercial registration services AED Annual Fees Three services related to the commercial registration AED Fees Each additional new branch Security Cheque AED AED 0.000

7 List of Violations No. 1 2 Description of Violation Delay for renewal of the contract or the payment of renewal fees Failure or delay in transferring of Outsourced fees for a period of more than 3 working days after the end of each month 1st Violation 1% of total value of contract for every month or part thereof 2nd Violation - 3rd Violation Failure to transfer the commission of employee out of the Outsourced fees within 3 working days of the end of each month 0 4 Transferring the Outsourced fee less than the actual value of completed transactions 0 5 Failure to provide or offer the list of services and prices approved by the DED 6 Failure to display the working hours of the center or non-compliance with the working hours, including failure to provide the sufficient employees or refrain from providing services during working hours 7 Failure to provide the name badges for employees or wearing them during working hours 8 Failure to provide five employees for customer service or receptionist or supervisor or the delay in the appointment of an alternative on in the event of resignation for more than a month 00 For each month 00 For each month 00 For each month 9 Failure of employees to wear the uniform. The employee being busy in talking on mobile or doing something else not related to the scope of work 11 Failure to provide machine to organize the queue or defect in such machine, or failure to provide reports in accordance with the requirements 12 Failure to provide separate telephone number for the center or centers owned by one company 13 Failure to provide mechanism or system to receive and address complaints and to provide statistics related to the DED. 14 Failure to duly archive transactions, and delay or refrain from sending archived transactions To Umm Al Ramool Center on weekly basis, or making mistakes in the completed transactions Delay or failure to inform the DED about the resigned employees for a period more than 5 working days from the acceptance of the resignation or termination of service or using the account of the terminated or resigned employee by another employee Wrong processing of data in the system contrary to the nature of the transactions 0 Closure of 0 + center and Undertaking termination of not to repeat agreement + the violation financial fine

8 Application Form for Certified Outsourced Center Application No.: Date:... Center:.... License No, Initial Approval, Trade Name:... Location:... Center s Area:... Specify the Required Services: All Services: "initial approval, trade name reservation, license renewal, issue the license, license amendment, cancellation of license, start a business, commercial permits, issuance of certificates." Three Services: "initial approval, trade name reservation, license renewal." Application No. Applicant Details: Name of Authorized Person:... Telephone: The Fees: Application Fees: AED 1,000 for the First Phase. Services Fees: AED 4,000 for the Second Phase. Note: Application & service Fees are Non-refundable. The fees of first phase are payable upon submission of the application, while the fees of the second phase are payable after issuing of the approval of the committee. For Official Use: DED Decision: Approved:... Disapproved - Reason:... Date:... Signature:...