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Quality & Business Excellence Conference 26 – 27 November 2012

Delivering outstanding e-services to the public

Presented By : Ahmed Bahrozyan – CEO Licensing Agency

RTA e-Government


1

2

3

4

5

6

E-Government Roadmap

Integrating e-services with other governments & Service Channels

Agenda

Key challenges and way forward

Achievements – List of recently launched eServices

Statistics

A Journey of Seven years

Service Quality Framework

7


A Journey of Seven years

RTA was established in Nov 2005 with no IT infrastructure in place. With static version of RTA

website (www.rta.ae) and 5 basic e-services.

The start of e-Transformation stage started in December 2005 with the aim to support RTA

vision of “Safe and Smooth Transport”.

105 eService's in the 1st 3 years and a full portal design with complete end to end e-services

integration. targeted different audience (road users, public transport users , and corporate

users).

Adopting e-services quality framework.

New customer centric portal.

Interactive directory of services , single repository for all RTA services (both online and offline).

Policies and processes (content management, information security, eGovernment governance

etc..).

http://www.rta.ae/


A Journey of Seven years…

Integration with 10+ government and private entities.

More than 6 channels to provide the services.

12 internal websites.

Mobile strategy for smart phone application development.

17+ International and local awards.

30+ new online service.

launched in the last 2 years.

Model to calculate the cost of online service endorsed and applied on

licensing services.

More than 150, 000 registered users to RTA website.


• Vehicle registration renewal

• Driving license renewal

• Online Plates Auction

• Traffic fine payments and eCertificates

Licensing

• New/Renew Seasonal Parking Cards

• Mparking

• Parking reservation & Row site occupation permit Parking

• Top Up NOL Card

• Apply for NOL Blue Card & track the application

• Request to Refund the value of Nol purchase Nol

• Request to book Water Taxi

• Taxi and luxury companies eservices Taxi

•Nol Balance inquiry

•Metro fare calculation

•Vehicle Testing

•Transferability Driving License

Quick Services


Integration with local/Federal Governments and Private Sectors


Serivce Channels

KIOSK

Call Centre

RTA Websites

Trusted Agents

Mobile

IVR

Mparking 35,000 average ticket/day

Salik top up

RTA services smartphones application

Eye test and insurance companies) Example : Renew driving license ,

Renew vehicle registration

….

8009090

Renew driver license , renew

vehicle registration

…..

Online auction Fines inquiry and payment Seasonal parking cards

eNOC

Salik top up

…..

Taxi booking

Fines Inquiry SERVICE CHANNELS


Based on best practices and guidelines for e-services and website design( W3C and Dubai e-government)

Benchmarking with other leading governments in Transport and Roads (London & Austria)`

Customers feedback through social media networks ; YouTube, Facebook Twitter, and Blogger and leverage it for awareness campaigns

Monitoring content quality from (Language, no technical prolong, easy of use services through ( Internal quality team, mystery shopping and customer feedback)

Analyses and indicators from specialized tools (Google Analytics)

Service Quality Framework


خدمات التواصل االجتمللللللللللللللللللللللللللللا المقدمللللللللللللل مللللللللللللل الهيئلللللللللل مقا لللللللللل بعدد م الهيئات الحكوميلللللللللللللللللللللللللللللللللللل

االخ ى

9,62312,277

21,900

14,756

1,307

16,063

219 233 452100 140 240143 356 4990

5,000

10,000

15,000

20,000

25,000

Twitter Facebook Over AllRTA Dubai Police Dubai Municipality DEWA Dubai Civil Defense

اختاات مجلة ااوجة دلااوج اا جفا جل ل ةجالثتنيوجاالل ت دنيوجالهيئاااااااااااوجج2012يناااااااااااتي ج

تفضاااااااكجةهاااااااوجة دلياااااااوجلااا جتتداصااكجلااامجالةلهااد ج

خاااااااكجااااااا تمجالتداصااااااكج االةتلتع

SOCIAL MEDIA NETWORK


RTA

eG

ov

Str

ate

gic

Go

als

Infrastructure

Common Portal Services

E-Services

Innovation

DeG Compliances (e-Services & Websites)

1 2 3 4

Fines Inquiry & Payment

Website Survey & Mystery Shopper

Quality Team for ( Websites and e-Services)

Compliance with DeG Website and eService's

1 2 3 4 1 2 3 4 1 2 3 4

Portal HW/SW upgrade(6.1.5) project

2011 2012 2013 2014

iPhone Revamp Phase 1

Revamp 10 new e-services

(TRA & PTA)

Single Sign-on WebSSO

Nol e-Services

Directory of Services

eGovernment Tracks

Y

Q

Rta.ae Revamp (L&F) Phase 1

Quick eService's( 8)

iPhone Revamp Phase 2 new devices

Marketing & Adoption

E-Services Marketing Campaign , e-Services Loyalty Program

(eForAll , AlMasar ..etc) Publications

Gitex participations (2012-2014)

Rta.ae Revamp (Phase2)

SDDI Licensing e-Services (Phase 3)

New Services Channels (Kiosk)

Integrating e-Services -GIS

CRM Phase 2 & 3

Website Usability Enhancements

E-Government Strategy

Upgrading Portal Components (Process Server)

eNOC Revamp

Upgrading IBM Portal to Version 8

Revamp Salik Website

Advertisement Revamp


RTA related Websites


24

116 123 149

164

0

50

100

150

200

2007 2008 2009 2010 2011

No. of e-Services

5% 5%

20%

30%

50%

55%

74%

0%

20%

40%

60%

80%

2005 2006 2007 2008 2009 2010 2011

e-Services adoption

281,030

447,570 455,767 474,951

0

100,000

200,000

300,000

400,000

500,000

2008 2009 2010 2011

No. of e-Services transactions

65,619,422

129,615,999

174,048,504

231,973,564

0

50,000,000

100,000,000

150,000,000

200,000,000

250,000,000

2008 2009 2010 2011

e-payment transactions – Yearly (Dhs)

71%

STATISTICS 1/2


12,677 14,479 15,030

31,309

87,816

137,046

0

50,000

100,000

150,000

2006 2007 2008 2009 2010 2011

No. of registered users

3,071 6,494 6,571

8,110 10,800

11,932

0

2,000

4,000

6,000

8,000

10,000

12,000

14,000

2006 2007 2008 2009 2010 2011

No. of registered companies

926,000

3,075,819

5,336,249

0

1,000,000

2,000,000

3,000,000

4,000,000

5,000,000

6,000,000

2009 2010 2011

No. of visited customers

25,089,661

32,219,620 34,164,782

0

5,000,000

10,000,000

15,000,000

20,000,000

25,000,000

30,000,000

35,000,000

40,000,000

2009 2010 2011

SMS -MDubai

32%

77% 36%

STATISTICS 2/2


Top 5 in 2011 website assessment by Dubai eGovernment. Ranked first in the 2011 eservices assessment by DEG (100+ category). Winner of best online service in gulf region (licensing online Services).


KEY CHALLENGES AND WAY FORWARD

Challenge Mitigation

On line payment for corporate users

e-wallet initiative

Single Sign On Single Sign on capability will be addressed as part of enterprise Identify and Access Management strategy and implementation will follow.

Service's Adoption Marketing and promotion (incentives)

Cross agencies(Government) integration Stronger ownership & governance by Dubai e-Government

Portal Contents Management Framework


Thank You

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