1. 1 Document Name Dubai e-Government Achievements & Upcoming Challenges By: Mahmood Al Bastaki Dubai e-Government

2. 2 Agenda: - What is eGovernment? - Dubai eGovernment’s Vision - Dubai eGovernment’s Initial Target - DEG Today - International Recognition - Approach - Stages of E-Government

3. 3 Agenda - Continue : - DEG’s New Target - Vision 2004 - 2007 - e4all Initiatives - Future Challenges - eService Quality Evaluation - Preliminary Quality Evaluation

4. 4 What is e-Government? A Mechanism to provide Government Services, Through Innovative Channels, In a Customer-Centric manner

5. 5 eServices Government Information Resources Dubai eGovernment Initiative n Responsible for on-line public services (Front-end applications) n Targets Public, Business and Government Departments (G- G, G-B, G&C) n Responsible for common back-end applications such as GRP (HR, Finance, Accounting, Procurement & Inventory), E-mail, Government Information Network (GIN), etc n Only targets Government Departments (G-G)

6. 6 Dubai eGovernment’s Vision? Ease the lives of People and Businesses interacting with the Government and Contribute in establishing Dubai as a leading Economic Hub

7. 7 Dubai eGovernment’s Initial Target? Conduct efficiently and effectively 70% of all Government services, Through Innovative Channels, By 2005

8. 8 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

9. 9 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. ….….

10. 10 Approach …… Continue Customers Channels Chat Mobile www.dubai.ae Fax & E-mail 700040000 Government Information Network (GIN) Dept 1 Dept 2 Dept 3 Dept 4 Dept x 2. Decentralize Implementation of Dept. Own Core Services

11. 11 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 eServices 1200 Transactional eServices DEG Today

12. 12 DEG Today

13. 13 Stages of E-Government EmergingEnhancedInteractiveTransactionalSeamless Future Source: UN Report – Benchmarking e- Government: A Global Perspective 2001

14. 14 International Recognition 1.Ranked 21 st in the World According to the United Nations study conducted in 2001 2. Ranked 38 th in the World According to the United Nations study conducted in 2003 3. Ranked 9 th in the world in Privacy & Security and 18 th in the world in Digital Governance according to the E-Governance Institute/National Center for productivity by Rutgers University in 2003

15. 15 DEG’s New Target Conduct efficiently and effectively 90% of all Government services, Through Innovative Channels, By 2007

16. 16 Vision 2004 - 2007 End 2001 2004 2008 Today E-Enablement Quality Improvement Customer Adoption Service Focus Customer Focus Accomplishments n Government Departments have focused on eServices enablement n DEG has focused on synergistic eTools implementation and roll- out for all the Government Departments 2007 2008 The Way Forward n Enable 90% of Services online by 2007 n 50% of transactions should be conducted on- line by 2007 (no physical visits)

17. 17 e4all Initiatives DEG conducts various initiatives & targeted marketing campaigns to increase the Adoption of eServices in Dubai DescriptionInitiative Initiative 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

18. 18 E-Service Quality Evaluation DEG 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

19. 19 100% 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

20. 20 Future Challenges 2. Single Sign On 3. Integration 4. Customer Adoption 5. More Innovative Synergistic eTools 1. 90% E-enablement Target

21. 21 Thank you for your Attention