Dubai’s diverse economy and signature skyline in recent years has earned it iconic status as a center of prosperity and the largest city in the United Arab Emirates. The rapid pace of change and transformation has made visionary strategy and creative planning essential to continued success. Dubai Municipality has met that challenge with an automated strategic management system that mirrors its electronic delivery of citizen services. Since introducing the Balanced Scorecard, revenue is up 25%, excess revenue over expenses is up 18%, citizen satisfaction has improved ten percentage points, and complaint resolution has improved by a factor of four. “We continue to develop, improve, and diversify constituent services by planning, designing, building, and managing the municipal infrastructure that a great city such as Dubai requires,” says Hussain Nasser Lootah, Director General. “We have followed a scientific methodology, the Balanced Scorecard, to efficiently track the progress of our plan and align the organization around it, thereby achieving Dubai’s strategic plan as set by His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice President and Prime Minister of the U.A.E, and Ruler of Dubai.”