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1Document Name
Dubai e-Government Achievements & Upcoming Challenges
By: Mahmood Al Bastaki
Dubai e-Government
2
Agenda:- What is eGovernment?
- Dubai eGovernment’s Vision
- Dubai eGovernment’s Initial Target
- DEG Today
- International Recognition
- Approach
- Stages of E-Government
3
Agenda - Continue:- DEG’s New Target
- Vision 2004 - 2007
- e4all Initiatives
- Future Challenges
- eService Quality Evaluation
- Preliminary Quality Evaluation
4
What is e-Government?
A Mechanism to provide Government Services,
Through Innovative Channels,
In a Customer-Centric manner
5
eServicesGovernment Information
Resources
Dubai eGovernment
Initiative
Responsible for on-line public services (Front-end applications)
Targets Public, Business and Government Departments (G-G, G-B, G&C)
Responsible for common back-end applications such as GRP (HR, Finance, Accounting, Procurement & Inventory), E-mail, Government Information Network (GIN), etc
Only targets Government Departments (G-G)
6
Dubai eGovernment’s Vision?
Ease the lives of People and Businessesinteracting with the Government
and
Contribute in establishing Dubai as a leading Economic Hub
7
Dubai eGovernment’s Initial Target?
Conduct efficiently and effectively 70% of all Government services,
Through Innovative Channels,
By 2005
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
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
Approach ……Continue
Customers Channels
Chat
Mobile
www.dubai.ae
Fax & E-mail
700040000
Government Information
Network (GIN)
Dept 1
Dept 2
Dept 3Dept 4
Dept x
2. Decentralize Implementation of Dept. Own Core Services
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
eServices1200
Transactional
eServices
DEG Today
13
Stages of E-Government
Emerging Enhanced Interactive Transactional Seamless
Future
Source: UN Report –Benchmarking e-Government: A Global Perspective
2001
14
International Recognition
1. Ranked 21st in the World According to the United Nations study conducted in 2001
2. Ranked 38th in the World According to the United Nations study conducted in 2003
3. Ranked 9th in the world in Privacy & Security and 18th in the world in Digital Governance according to the E-Governance Institute/National Center for productivity by Rutgers University in 2003
15
DEG’s New Target
Conduct efficiently and effectively 90% of all Government services,
Through Innovative Channels,
By 2007
16
Vision 2004 - 2007End 2001 2004
2008
TodayE-Enablement Quality Improvement
Customer Adoption
Service Focus Customer Focus
Accomplishments
Government Departments have focused on eServices enablement
DEG has focused on synergistic eTools implementation and roll-out for all the Government Departments
2007
2008The Way Forward
Enable 90% of Services online by 2007
50% of transactions should be conducted on-line by 2007 (no physical visits)
17
e4all InitiativesDEG conducts various initiatives & targeted marketing campaigns to increase the Adoption of eServices in Dubai
DescriptionInitiativeInitiative 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
E-Service Quality EvaluationDEG 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
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
Future Challenges
2. Single Sign On
3. Integration
4. Customer Adoption
5. More Innovative Synergistic eTools
1. 90% E-enablement Target