IfG.CC -
Institute for eGovernment

In the world today, customer service makes all the difference between an organization's success and failure; it is very often the benchmark on which good organizations and great organizations are differentiated.

The UAE leaders have realized that the only way to take advantage in the 21st century economy is shifting from monopoly to an open market, supporting privatization, building the public sector brands and empowering them to compete against competition. When it comes to Government Organisation's service efficiency, most of the organizations need to implement eServices to meet the growing demands of highly knowledgeable customers and fast growing business sectors.

eGovernment has been emerged as an innovative solution for attaining exceptional levels in customer satisfaction and for rising the standard of living by introducing customer centric service strategies. In order to provide the optimum services to its customers and meet the future challenges, most of the organizations are shifting its focus to online. So, there is more demand for national work force to strengthen eGovernment services in order to tackle the problems raised by Globalization and for building new organizations culture in the region.

Recognizing the importance of eGovernment services, the 12th GCC eGovernment Forum began today at Dubai, selected Electronic Visa Processing of Dubai Naturalization and Residency Department (DNRD) as the topic for case study and discussion. This online service made easy for the immigrants to process their visa faster, easier and flexible manner. The procedure includes, once all the details are filled in online, a printout is made by the applicant and this has to be signed or stamped by the sponsor. The system also provides for uploading the required documents by scanning them.

DNRD adopted best of breed online systems to make it easy for the immigrants in visa processing by reducing the waiting time and increasing the efficiency of services. This give a positive impression to the customers as it shows a flexibility and reliability. This discarded the long queues, tedious paper works, long waiting time and in turn it provides the true transparency in the services. The service demonstrated how technology can be used to create a customer oriented services and, at the same time, protect the interest of the country by preventing illegal immigrations.

The Business Community in Dubai have praised the new strategies in electronic processing of visa, as it creates them more confidence in doing business. While Dubai evolved as the prime tourist and investment hub in the world, introducing such online services will boost the economy to reach higher levels.

The case study presentation revealed the unidentified facets and advantages of electronic visa processing to the business world as well as to the immigrants. The participants at the Forum recognized DNRD's efforts in implementing latest technologies in the service sector and effectiveness of online services in creating better customer satisfaction. The case study also created the real zeal among the participants to go further to make eGovernment services to be more successful.

Global eGovernment leaders and top designation executives including senior government officials, ministerial delegations, CIOs, IT managers, business leaders, analysts as well as academics from leading organizations have participated in the case study and discussions.

Autor/Author: Lara Lynn Golden

Quelle/Source: AME Info, 20.05.2006