As IT literacy across the region grows, governments and businesses are looking to technology as a tool to ensuring the provision of quality services in a way that is timely, convenient and efficient.
E-services, broadly defined as the provision of goods and services using information and communications technologies, are increasing in prevalence across both the private and public sector, and in the GCC, governments are taking the lion's share as a driving force behind such initiatives.
Take the Holly Makah Municipality (HMM) in the KIngdom for example and consider the task of issuing construction licenses and shop permits among others. Whereas previously your only option was to complete the process in person at the municipality offices, today, and after the municipality implemented the Omnix solution, you can complete most of the necessary steps from the comfort of your office or home.
Omnix's solution services more than 30 different business applications which range from issuing construction licenses, land and urban planning, digging permits, field inspection, shop permits as well as managing the municipality's financial and human resources and payroll processes.
A single public portal now enables citizens and third parties to make online applications for the above services and underpins HMM's strategy to make government services and employees more efficient and cost effective.
And it's not just the Kingdom that's making strides in introducing e-services. According to a recent UN e-government survey, the GCC is leading the world in 'e-readiness', rapidly building up its digital presence and increasing the transparency of government departments through their online activity.
This highlights the recognition by governments and businesses of the need to be more operationally efficient.
The challenge is how to do more while spending less and guaranteeing quality.
This is where e-services seem to offer a win-win situation.
Organizations are able to broaden their market reach, access a greater customer base and improve the quality of service provision using a range of communication channels, all while reducing costs.
Of course, the move to e-government services cannot happen overnight and there are some challenges associated with transition.
The initial investment of putting in place new technologies can be relatively high, as can the investments associated with training staff.
E-services also require adequate and secure e-payment channels to be in place, necessitating a great level of coordination with banks and payment providers.
It is believed that this initial learning curve can last for some years. However, the longer term benefits and cost savings far outweigh any short term obstacles as the move certainly contributes to the competitive advantage and efficiency of the economy as a whole.
The latest statistics on e-government transactions in the GCC are encouraging and give a good indication of what is to come.
In Dubai, for example, online revenue across all government entities have jumped by 21 percent since 2011, reaching AED2 billion in the first half of 2012 compared to AED1.7 billion in the same period last year.
It is anticipated that this trend will continue and extend beyond the UAE to encompass the GCC and wider Middle East.
Of course the longer term potential is huge as the GCC continues to consider the strength of its union and looks to integrate more closely.
Just as the EU has become a single platform for the free transfer of trade and labor, underpinned by far-reaching technology, government e-services across the GCC could help to achieve greater alignment in the future, creating greater potential for regional economies of scale.
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Autor(en)/Author(s): Jamal Abu Issa
Quelle/Source: MENAFN, 27.09.2012
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