dubai egovernment - · pdf fileservices in dubai dubai egovernment will enhance its...
TRANSCRIPT
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 1
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
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 2
Agenda
Customer Focus and eServices Usage (Take-Up)
Customer Survey Results
Synergistic and Shared Services Usage
Challenges
Conclusion
Supplementary Information
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 3
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
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 4
Agenda
Customer Focus and eServices Usage (Take-Up)
Customer Survey Results
Synergistic and Shared Services Usage
Challenges
Conclusion
Supplementary Information
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 5
Source: Dubai eGovernment Customer Survey 2007
eServices usage among Individuals
On average, eService user individuals contacted Departments 7 times a year
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 6
Why Individuals Use Government eServices?
Source: Dubai eGovernment Customer Survey 2007
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 7
eServices usage among Businesses
Source: Dubai eGovernment Customer Survey 2007
On average, eService user businesses contacted Departments 34 times a year
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 8
Why Businesses Use Government eServices?
Source: Dubai eGovernment Customer Survey 2007
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 9
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”
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 10
Government eServices Awareness, Trust & Confidence and Satisfaction
Source: Dubai eGovernment Customer Survey 2007
Individuals Indicators
82%
61%
65%
Awareness
Trust &
Confidence
Satisfaction
Business Indicators
91%
65%
59%
Awareness
Trust &
Confidence
Satisfaction
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 11
Two thirds of individuals that are aware of eServices but did not use them indicated their willingness to use eServices
Source: Dubai eGovernment Customer Survey 2007
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 12
Three quarters of businesses that are aware of eServices but did not use them indicated their willingness to use eServices
Source: Dubai eGovernment Customer Survey 2007
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 13
Individual Users – Drivers of Satisfaction
Source: Dubai eGovernment Customer Survey 2007
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 14
Business Users – Drivers of Satisfaction
Source: Dubai eGovernment Customer Survey 2007
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 15
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.
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 16
Customer Focus and eServices Usage (Take-Up)
Customer Survey Results
Synergistic and Shared Services Usage
Challenges
Conclusion
Supplementary Information
Agenda
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 17
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)
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 18
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
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 19
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.
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 20
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.
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 21
Customer Focus and eServices Usage (Take-Up)
Customer Survey Results
Synergistic and Shared Services Usage
Challenges
Conclusion
Supplementary Information
Agenda
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 22
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
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 23
Customer Focus and eServices Usage (Take-Up)
Customer Survey Results
Synergistic Services Usage
Synergistic and Shared Services Usage
Conclusion
Supplementary Information
Agenda
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 24
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
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 25
Thank you
Mr. Ahmad Bin HumaidanDirector General
Dubai eGovernment
Dubai – United Arab Emirates
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 26
Supplementary Information
Shared eServices listing
High level Support model
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 27
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
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 28
Shared Service Description
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
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 29
Shared Service Description
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
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 30
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.
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 eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 31
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
© Dubai eGovernment, 2009 - Further reproduction prohibited without permission of Dubai eGovernment Page 32
Thank you