5weights- tra - eservice quality criteria

8/18/2019 5Weights- TRA - EService Quality Criteria

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Introduction

Dimensions

الدر

الكتني الحكومي مدخلا 2014ة

2014 Government e

Setting this criteria comes under the scope of the Telecommunications RegulatoryAuthority because of its role in overseeing the complete transformation towardseGovernment, as per the directives of the wise leadership.

The criteria has been categorised into six dimensions online usability, information

!uality, reliability, responsiveness, Assurance, and customer service " web #.$tools.It is important to note that the criteria document will remain open to modi%cationsdepending on international developments and local re!uirements in this regard.

The TRA welcomes your feedbac& about these criteria to enrich the document. 'ouare welcome to discuss these criteria on the discussion forum on the o(cial portalof the )A* federal eGovernment +www.government.ae. These criteria have beenfounded with -oint eorts from many parties led by the /rime 0inister1s 2(ce atthe 0inistry of 3abinet Aairs, which issued in #$44, the Government Services5uality 0anual +http66www.moca.gov.ae67wpfb8dl94:.;or more information about this document, you can contact TRA with the followingcontact details


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1. Online Usability 40

A. *ase of )se #>

4 Availability of a sitemap to reach the eService #

# *ase of %nding an eService by using the 1search1 option ?

@?

? *ase of eService )R to remember and communicate #

>

#

: ?

B

4

C

4

D *ase of navigation throughout the eService delivery process 4

4$Availability of functional 1Erowse1 option for attaching %le+s 4

444

4#

#

E. 3onsistency 4>

4 #

# 3onsistent use of the o(cial entity name 4

@ 3onsistent use of the o(cial entity logo 4

? 3onsistent footer throughout the eService delivery process #

> 3onsistent location for the Security /olicy or Statement 4

: 3onsistent location for the /rivacy /olicy or Statement 4

B 3onsistent availability of the )sage Terms and 3onditions 4

C 3onsistent availability of Information regarding the last update 4

D 3onsistent location for the Fsearch option #

4$/rovision of information about entity o(ce location+s 4

44

#

2. Information Quality 20

)sability refers to the ease of use and whether the service isappealing to the user. This is guaranteed through following a setof criteria. ;or more information, please visit the )A* ;ederalGovernment Heb Guidelines+http66egov.government.ae6web6guest6C@ and The )nited Arab*mirates ;ederal 0inistries isual Identity Guidline

*ase of reaching an eService from the entity1s homepage+maximum @ clic&s

)se of default6standard lin& color to identify eService name lin&or eService )R

/roviding the eService in both Arabic and *nglish throughout theeService Jelivery process

Availability of an eService through more than one servicedelivery channel +0obile, web, IR, Kios&


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A. Simplicity B

4

4

E. 3ompleteness C

4

4

#

4@

4

?

The value and details of service charges have been determined 4

>

4

:

4

B

4

C

4

3. Melpfulness >

4 Indication of data format with example6s where necessary 4

# Indication of data type or unit with example6s N +A*J, O, etc. 4

@ A clear outline of steps after the registration process is provided 4

? 2nline instructions for completing online forms is provided 4

> 4

3. eliability 40

A. )sefulness6alue #>

4

:

#>

3lari%cation of all steps with details during the eService deliveryexecution process is provided

A clear description of what +documents or steps etc. is re!uired

to complete an eService

3lear, concise and easy to understand Ferror message6s isgenerated by the server

Ferror message6s mentions the speci%c source, cause " remedyfor incomplete data

In case the user registration is re!uired to proceed with aneService, the procedure is clearly outlined.

In case the user is re!uired to download a %le, +template,document or form etc., a clear indication of the type and name

of the %le is provided

In cases where payment is involved, a detailed description ofthe online and oPine payment procedures is provided

The period of time foreseen for the implementation of theeService and getting the results is mentioned

The target audience to receive the eService has been clari%ed+whether it is for businesses, citiQens or visitors ...

The government provides information on the number of users ofthe government eService

In case the user is re!uired to visit the government o(ce tocollect the eService output, the process is mentioned clearly

The content and readability of the con%rmation or receipt of aneService transaction is useful for the customer

The following criteria can gauge eService reliability and howtrustworthy it is. They include payment solutions, interactionchannels and information retrieval.

Availability of various online payment methods +eJirham, ISA,0aster3ard, Jirect Jebit, etc.


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@

@

?

@

>

?:

?

E. System Stability65uality 4>

4 An error free eService after submission of the re!uest @

#

#

@#

?

#>#

: errors during the eService /rovisioning /rocess 4

D


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>#

". #ssurance 40

A. /rivacy #$

4 Single sign=in option to access all eServices within the entity #

# Availability of online account log and payment history #

@

#

?

#

> An easy process for changing the password #

: Re=authentication before and after changing a password #

B /assword retrieval by the eService user #C eri%cation re!uirement for resetting a password #

D /assword reminder +save option #

4$ Availability of a logout option #

E. Security #$

4#

##

@ Rules outlined for choosing a strong password #

?#

>

#

:

#

B

#

C The encryption of data while transmitting users credentials #

D The authentication allowance at the web server end #

4$#

$. Customer Service % &eb 2.0 40

A. Tact and interest ?

4 3ustomer Service is available #?6B via telephone or IR ##

4

0ultiple browser compatibility during the eService /rovisioning/rocess +Internet *xplorer, Safari, ;ire;ox

Internal single sign=on, password retrieval and credentialremembering are some points to consider when wor&ing on userassurance. See more points here

An option whether to delete or remember the username6passwords at the user end

C

Response to customer within 44 wor&ing days for the complexobservations max


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@

4

E. Information Availability C

4 4

# 4

@ 4

? /rovision of ;re!uently As&ed 5uestions +;A5s 4

> 4

: 4

B 4

C 4

3. Response C

4 #

# 4

@ 4

? 4

> The online chat re!uest is enabled and accepted promptly #?6B 4

: 4

B 3ustomer Service is provided #?6B through email 4

J. 5uality and reliability @

4 4

An 2nline 3ustomer Survey is provided in addition tosuggestions form with the ability to respond within a maximumof 4? wor&ing days

The employee can answer all the !uestions that can be as&ed

about the service provided*mployee refers to the next steps in the service procedure, there!uirements that must be met, and the deadline for completionof the service and follow=up method

2nline server based 13ontact )s1 form + minutes

3ustomer does not deal with more than a maximum of #government employees for the service via the website

3ustomer does not need to refer bac& to the government entitymore than twice. Government *ntities should share the status ofhis re!uest regularly untill the re!uest is resolved

Appropriate wait time for the acceptance of a chat re!uest +lessthan 4 minute

*mployee self reviews his delivered services to verify theauthenticity and accuracy of the information provided to the

customer, and the proper application of procedures to providethe service without errors


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# 4

@ 4

*. *asy access and value=added ?

4

#

#

#

;. Social 0edia " e/articipation 4@

4#

# #

@

#?

#

>

#

:

#

B

4

ردلا وجم

200

*mployee applies all service excellence criteria to all servicesand deals fairly and e!ually with all categories of customers

*mployee ma&es sure that he understood clearly the needs ofthe customer and that he did everything he can in order to meetthem. And employee chec&s his understanding to thecustomer1s re!uest by repeating it when applying for theservice, and as&s the !uestion, Mave we provided the serviceyou need7 And by as&ing Jo you need help again7 at the endof the service.

The customer can communicate with the government entity atall times.

*mployee tries to meet the needs of the customer through twoprocedures where possible and provide added value to thecustomer through presenting other services that may bere!uired by the customer in order to save his time and eort.

A corporate social media usage policy document is available onthe entities1 websites

The entitities1 websites have a clear participation policy for itsvisitors

The entities1 websites oer surveys and polls on each service

available The entities allow anonymous public participation +withoutre!uiring the participant to register %rst

The entities allow anonymous public rating6evaluation for eachservice +without re!uiring the participant to register %rst

The entities use external social media websites such as;aceboo&, Twitter, 'ouTube to communicate and interact withthe pubilc egarding their eServices

There is a topic about the service in a blog or a forum on thewebsite


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قد

الحر

تكلا مدخلا معي وةService Quality Criteria

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5weights- tra - eservice quality criteria

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