'Dubai eGovernment is constantly striving to implement improvements and fine-tune its eServices. We have adopted a new, more advanced application platform that will not only elevate the standards of eServices delivery, but will also raise confidence levels among online users. Our goal is to further increase existing services by 2007, thereby reinforcing our leading edge customer service initiatives,' said Mahmood Al Bastaki, Acting Director, eServices, in his outline of Dubai eGovernment's strategy for 2005. 'In order to maintain the high standards demanded of eServices we will be implementing strict ongoing quality control measures as well as setting unified standards for all Government departments,' he said.
'Dubai eGovernment's overall goal is to offer 90% of its services electronically, with 50% of customers' transactions being carried out online by 2007,' said Al Bastaki. 'To achieve this target, it is essential that all government departments utilise centralised tools that make it easier and simpler to deliver online services.'
'From 2001 to the beginning of 2005 the focus has been on eServices delivery. However, from 2005 to 2007 the focus will increasingly shift to the end-user as, by that date, we envisage the total level of online service use to be at least 50%,' he added.
The presentation highlighted the successes of the centralised eServices that have already been launched by Dubai eGovernment, including ehost, AskDubai, eLibrary, ejob, mDubai and epay. These services achieve cost saving, standardization, expediate implementation of automating government services and allow best practice sharing among government departments.
Dubai eGovernment will be introducing new synergistic tools that will be utilised to enhance the levels of delivery of a wide range of eServices. These will include eDelivery, an electronic process for courier services, eJawaz electronic authentication and identity verification that will act as a single sign-on and authorisation service and eFeedback, which will enable government departments to carry out public surveys.
'In order for the public to derive maximum benefit from Dubai eGovernment's eServices, the innovative e4all initiative, which includes eEmployee, eCitizen and eLearn, has been launched to allow users to acquire computer skills and to raise their overall competency levels, thus improving their prospects in the job market,' said Al Bastaki.
Among the strategies discussed at the meeting were, the electronic exchange of information through the centralized integration service, building the trust of eServices users through the implementation of the eJawaz identification and verification solution, laying down of unified standards at Government level and working under the umbrella of the Federal UAE eGovernment.
Government departments have been tasked with identifying data and information to be exchanged online, prioritising of services, participation in the committee for setting standards and working hand-in-hand with eGovernment to ensure smooth delivery of eServices.
'Dubai eGovernment has been hailed as a model for the entire region. In fact, we are ahead of several developed countries in the delivery of online services. This world-leading initiative is driven by the vision for the region that was unveiled by HH General Sheikh Mohammed bin Rashid Al Maktoum,' said Al Bastaki.
'The joint marketing of eServices is the next major challenge facing Dubai eGovernment. A unified marketing plan is essential to its success as it means that the different departments will not embark on individual marketing efforts,' said Al Bastaki.
Government departments represented at the meeting were the Department of Economic Development, Dubai Municipality, Dubai Chamber of Commerce and Industry, Dubai Police, Dubai Justice Department, Dubai Development Board, Department of Civil Aviation, Dubai Civil Defense, Dubai Media Incorporated, Islamic Affairs and Awqaf Department, Department of Tourism & Commerce Marketing, , Dubai Naturalization and Residency Department, , Land Department, The Department of Health and Medical Services, Dubai Electricity and Water Authority, Dubai Ports, Customs and Freezone Corporation and Dubai Transport.
Autor: Anne-Birte Stensgaard
Quelle: AME Info, 29.03.2005
