1Document Name

Dubai e-Government Achievements & Upcoming Challenges

By: Mahmood Al Bastaki

Dubai e-Government

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Agenda:- What is eGovernment?

- Dubai eGovernment’s Vision

- Dubai eGovernment’s Initial Target

- DEG Today

- International Recognition

- Approach

- Stages of E-Government

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Agenda - Continue:- DEG’s New Target

- Vision 2004 - 2007

- e4all Initiatives

- Future Challenges

- eService Quality Evaluation

- Preliminary Quality Evaluation

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What is e-Government?

A Mechanism to provide Government Services,

Through Innovative Channels,

In a Customer-Centric manner

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eServicesGovernment Information

Resources

Dubai eGovernment

Initiative

Responsible for on-line public services (Front-end applications)

Targets Public, Business and Government Departments (G-G, G-B, G&C)

Responsible for common back-end applications such as GRP (HR, Finance, Accounting, Procurement & Inventory), E-mail, Government Information Network (GIN), etc

Only targets Government Departments (G-G)

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Dubai eGovernment’s Vision?

Ease the lives of People and Businessesinteracting with the Government

and

Contribute in establishing Dubai as a leading Economic Hub

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Dubai eGovernment’s Initial Target?

Conduct efficiently and effectively 70% of all Government services,

Through Innovative Channels,

By 2005

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Approach ……

To Expedite Implementation & Achieve Cost Savings, a Hybrid Approach of Centralization & De-Centralization was applied:

1. Centralize Implementation of Commonly used Tools of an eService.

2. Decentralize Implementation of Depts.’ Own Core Services

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Approach ……Continue

Benefits

Commonly Used

Synergistic eTools

For Government Departments

1. Cost Saving

2. Reduced Time to Market for the Gov. Depts.

3. High Quality Standards Across the Gov. Depts.

4. Best Practices Sharing

1. Centralize Implementation of Commonly used Tools of an eService.

….

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Approach ……Continue

Customers Channels

Chat

Mobile

www.dubai.ae

Fax & E-mail

700040000

Government Information

Network (GIN)

Dept 1

Dept 2

Dept 3Dept 4

Dept x

2. Decentralize Implementation of Dept. Own Core Services

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Dubai Government Departments have delivered hundreds of transactional and informative eServices for the public within a time span of 3 years

1500 eServices

delivered by Dubai

Government Departments

300

Informational

eServices1200

Transactional

eServices

DEG Today

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56%

44% G-CG-b

DEG Today

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Stages of E-Government

Emerging Enhanced Interactive Transactional Seamless

Future

Source: UN Report –Benchmarking e-Government: A Global Perspective

2001

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International Recognition

1. Ranked 21st in the World According to the United Nations study conducted in 2001

2. Ranked 38th in the World According to the United Nations study conducted in 2003

3. Ranked 9th in the world in Privacy & Security and 18th in the world in Digital Governance according to the E-Governance Institute/National Center for productivity by Rutgers University in 2003

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DEG’s New Target

Conduct efficiently and effectively 90% of all Government services,

Through Innovative Channels,

By 2007

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Vision 2004 - 2007End 2001 2004

2008

TodayE-Enablement Quality Improvement

Customer Adoption

Service Focus Customer Focus

Accomplishments

Government Departments have focused on eServices enablement

DEG has focused on synergistic eTools implementation and roll-out for all the Government Departments

2007

2008The Way Forward

Enable 90% of Services online by 2007

50% of transactions should be conducted on-line by 2007 (no physical visits)

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e4all InitiativesDEG conducts various initiatives & targeted marketing campaigns to increase the Adoption of eServices in Dubai

DescriptionInitiativeInitiative aimed at spreading awareness & increasing public’s e-skills usage to conduct on-line services

More than 3,000 interactive & cost effective on-line courses for various disciplines including technology & business

On-line and blended Training programs for the employees of Government Departments to increase their e-literacy

E-mail & Internet Fundamental courses aimed to increase level of Awareness and Usage of Dubai Government On-line Services

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E-Service Quality EvaluationDEG will conduct Quality Evaluation of eServices in order to report the areas of strengths and weaknesses based on well defined Criteria

------------------------------------------Dept x

Dept 2

Dept 1

DeliveryExecutionAccessPaymentCustomer Care

General

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100%

Number of Total services

Target End of 2005

1700

70%

% of Total Service Quality

87%

1500

Number of online services

52%

Requires Quality Improvement

90%

Target End of 2007

Preliminary Quality Evaluation

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Future Challenges

2. Single Sign On

3. Integration

4. Customer Adoption

5. More Innovative Synergistic eTools

1. 90% E-enablement Target

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Thank you for your Attention