IfG.CC -
Institute for eGovernment

As part of its ongoing process of monitoring customer satisfaction, the Dubai Municipality Information Technology Department has taken the initiative of conducting a quantitative online survey in March 2004 utilizing ACNielsen, online interviewing operations technology based in Australia. Results of the online survey were found to be quite impressive. The overall Composite Satisfaction Score among users of e-services was reported to be 78%. According to the industry and regional norms, this figure represents a score between 'VERY GOOD to EXCELLENT' in terms of overall customer satisfaction.

DM online customers were asked to rate the various online service in terms of functionality, performance, ease of use and, finally, benefits derived from using the e-service. A scientific method was then followed to calculate the Composite Satisfaction Score based on the responses of the survey participants.

'The ultimate goal of Dubai Municipality's e-Government initiative is to enhance the level of services provided to the customers, which in turn will lead to increased customer satisfaction,' said Abdullah Al Shaibani, Assistant Director General for Technical Services.

'As such, it is important for us to keep in touch with our online customers on a regular basis and get their feedback on the online services we provide,' he said.

'The feedback we have received through our online survey is extremely beneficial and will enable us to identify areas of improvement as well as to introduce more and more useful online services for our customers in the future,' said Al Shaibani.

Dubai Municipality's e-government initiative currently provides over 76 online services to businesses as well as the general public. Over 8,000 companies are registered for conducting online business with the Municipality. Only recently, Dubai Municipality has managed to cross the 500,000 mark in transactions completed online.

Autor: Christine Haugseth

Quelle: AME Info, 13.07.2004