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© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment

Dubai eGovernment

eServices Take-Up Experience

Manama, Kingdom Of Bahrain

June 24, 2009

Mr. Ahmad Bin HumaidanDirector General

Dubai eGovernment

Dubai – United Arab Emirates

High Level Seminar on Improving e-Service Take Up: Challenges, Solutions and Good Practices


Agenda

Customer Focus and eServices Usage (Take-Up)

Customer Survey Results

Synergistic and Shared Services Usage

Challenges

Conclusion

Supplementary Information


Dubai eGovernment Strategic Dimensions

Dubai as a Globally Competitive Government

“Customer Focused and Efficient”

Source: Dubai eGovernment

Customer

Focus

Operational

EfficiencyeEnablement

Satisfaction

Synergies Capturing through common

services

Less Bureaucracy

High Quality eServices

Usage

Awareness

Trust & Confidence


Agenda




Challenges

Conclusion



Source: Dubai eGovernment Customer Survey 2007

eServices usage among Individuals

On average, eService user individuals contacted Departments 7 times a year


Why Individuals Use Government eServices?



eServices usage among Businesses


On average, eService user businesses contacted Departments 34 times a year


Why Businesses Use Government eServices?



In 2007 Government eSevices enablement 90% and the usage is relatively low

Customers

Customer

Focus

Operational

Efficiency

eEnablement

Satisfaction

Synergies Capturing through common services

Less Bureaucracy

High Quality eService

s

Usage

Awareness

Trust & Confid

ence

Dubai as a Globally Competitive Government

“Customer Focused and Efficient”


Government eServices Awareness, Trust & Confidence and Satisfaction


Individuals Indicators

82%

61%

65%

Awareness

Trust &

Confidence

Satisfaction

Business Indicators

91%

65%

59%

Awareness

Trust &

Confidence

Satisfaction


Two thirds of individuals that are aware of eServices but did not use them indicated their willingness to use eServices



Three quarters of businesses that are aware of eServices but did not use them indicated their willingness to use eServices



Individual Users – Drivers of Satisfaction



Business Users – Drivers of Satisfaction



Dubai eGovernment conducts periodic quality assessments to measure and to enhance eServices quality

eServices Quality

Common Look & Feel

Website Content

Web

site

Des

ign

Common Look & Feel

Website Content

Web

site

Des

ign

61%

69%

77%

2006 2007 2008

Average Website Quality Score

65%

78%

2007 2009

Average eService Quality Score

Websites Evaluation Categories

eServices Delivery Excellence Model

Website Quality Evaluation:

• 34 evaluation criteria.

eServices Quality Evaluation:• Up to 109 evaluation criteria depending on service type.





Challenges

Conclusion


Agenda


A centralized payment gateway for all the Government Departments to enable online payments of their eServices

31,174

74,711

252,259

967,235

588,938

Traffic Violations Payments

Municipality Central Billing Payment Service

Utility Billing Services

Customs Declaration Settlements

Business License Permits & Renewals

Medical Permits

…

ePay Usage (2005 – May, 2009)

2005 2006 2007 2008 Jan – May, 2009

Most Used ePay Services

~ $3m ~ $15m ~ $67m ~ $300m ~ $159m

Number of Transactions

Amount Transacted (USD)


A 24x7 Unified multi-channel Contact Center for all the Government Departments in Dubai in order to provision & augment their eServices

128,666

157,311

142,707

161,654

72,560

More than 300 services from different Government Departments

Online Chat (2,713)

Fax (224)

eMail (59)

Ask Dubai Usage (2005 – May, 2009)

2005 2006 2007 2008 Jan – May, 2009

Services & Alternative Channels (Jan – May, 2009)Number of

Inbound Calls


A unified mobile messaging services platform for all the Government Departments. Includes pull & push SMS messages to augment Government Department’s services

4,880

6,4176,558

9,634

eSurvey Usage (2006 – May, 2009)

2006 2007 2008 Jan – May, 2009

Number of responses to the expired eSurveys

2,534,742 3,152,977

14,126,005

39,940,594

15,981,241

mDubai Usage (2005 – April, 2009)

2005 2006 2007 2008 Jan – Apr, 2009

Number of Push SMS messages

An online survey tool, which gives Government Departments the facility to develop their own customized surveys and to track results in real time.


Currently, the GRP:

Serving 25 Government Departments.

Over 65,000 employees.

Statistics

25,000 GRP self-service users.

More than 15,000 core users

More than 2,000 daily concurrent users

Managing more than 95% of the Government budget through GRP.

Government Resources Planning

(GRP) is a unified and secure

system in use at Dubai Government

Departments, assisting them in

managing the important part of their

business through providing a back-

bone support system covering

Human Resources, Payroll, Finance,

Purchasing, Inventory, Projects,

Asset Management and related self

services.

GRP helps the departments focus

on their core businesses while it

handles the back-office operations

in an effective and efficient manner.





Challenges

Conclusion


Agenda


Challenges

Technology is rapidly changing Life-cycle of technologies has become around 1 to 2 years resulting in a disruptive change in some cases. The life-cycle of an eService in some cases is greater than the life-cycle of technology. In some cases, technology has not fully matured. Islands of information systems.

Technology

Requires leadership at various levels. Requires new skills to redesign and implement business processes. Requires the augmentation of existing skills and acquisition of new skills. Leading edge skills were already scarce both regionally and globally.

People

2000+ services provided by 20+ Government departments Bureaucracy and red-tape. Migration from counter based to innovative channels. Changes in business processes. Requires new approaches and methods to manage the new channels.

Process

Not in-line but On-line. 24x7 High Quality. Multi-channel and consistent services. Multi-lingual services. High-performance services. Secure and trusted services. One-stop-shop services.

Customer Expectations




Synergistic Services Usage


Conclusion


Agenda


Conclusion

Usage is one of the Strategic Agenda items for Dubai eGovernment in the

next 3 years

Targeted activities will be conducted to boost usage for public sector

services in Dubai

Dubai eGovernment will enhance its synergistic and shared services and

increase their usage

Usage and Customer satisfaction play a key role in ensuring returns on

our investments


Thank you

Mr. Ahmad Bin HumaidanDirector General

Dubai eGovernment

Dubai – United Arab Emirates

[email protected]



Shared eServices listing

High level Support model


Dubai eGovernment leverages on Public Private Partnerships and outsourcing to provide its

synergistic services

Shared eServices

Shared Service Description

Centralized payment gateway for all the Government Departments to enable online

payments of their eServices

24x7 Unified multi-channel Contact Center to all the Government Departments in Dubai in

order to provision & augment their eServices(700040000) telephone ,fax,chat,emai, ivr.

Unified mobile services provisioning for all the Government Departments. Includes pull &

push SMS messages to augment Government Department’s services

Full-Fledged Content Management System (CMS) & hosting service provided to all the

Government Departments to host & to publish contents for their websites.

An online survey tool, which gives Government Departments the facility to develop their own

customized surveys and to track results in real time



Government

Resources

Planning

System (GRP)

A unified and secure system used by Dubai Govt departments, to enable

effective & efficient management for the government resources by providing

visibility of recourses (human and others) for optimum deployment and

utilization. The GRP is used as the backoffice application and covers the

Human Resources, Payroll, Finance, Purchasing and Inventory business

areas.

eJob

Internet recruitment portal used by government recruiters to raise job

requisitions, and by job seekers to apply for jobs within Dubai Government.

www.ejob.ae

iSupplier

iSupplier Portal enables the Dubai Government Departments and the

supplier community to have real-time access and the exchange of

information. Purchase Orders, Quotations, Receipts, Delivery Schedules,

Invoices, Payments, and more) can be fulfilled using iSupplier

Shared eServices



Government

Information

Network

(GIN)

One of the core services of Dubai e-Government and the backbone that

connects Dubai Govt Departments in a secure, fast, reliable manner & fully

monitored. Accompanied with detailed reports measuring the links

performance

Tasaheel

A service provided for Dubai Government employees enabling them to inquire about their GRP related information ( leave balance, payslip, others) using landlines or mobile phones.

IVR and SMS Pull and Push services are available

Call 800GRP (800477)

SMS 4433

Shared eServices


Shared

ServiceDescription

Tarasol

A special service provided by Dubai e-Gov through an automated system for the government official correspondence, replacing the current manual official correspondence system in Dubai Govt Departments. Tarasol provides security, reliability, and central repository for departments' official emails.

Email

Services

This service provides secure and reliable email services for Dubai Government Departments. Email Services are integrated with advance mail filters, Antivirus.

Team

Workplaces

Team Work Places is a workplace for team collaboration, which enables

teams to increase the efficiency of daily tasks, which are processed

through a number of platforms, technologies and applications.

Shared eServices


Dubai e-Go Support Strategy

Central Support for Professional Services

Training

Telecomm

Vendor

Customer

Relationship

Management

Application

ServicesSupport

(Level 2)

Operations

Sys

tem

De

ve

lop

me

nt


Thank you

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