The Government Role in improving Service Quality in Public Sector: The Case of the Emirates Identity Authority

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Al-Khouri, A.M. (2012) 'The Government Role in improving Service Quality in Public Sector: The Case of the Emirates Identity Authority', Customer Service Conference, June 24, 2012, Rome, Italy.

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The Government Role in improving Service Quality in Public Sector: The Case of the Emirates Identity Authority

  1. 1. Sunday 24 June 2012 The Government Role in improving Service Quality in Public Sector Case: Emirates Identity Authority Customer Service Conference, Sunday – 24 June 2012, Rome - ItalyFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ www.emiratesid.aeOur Vision: To be a role model and reference point in proofing individual identity and build wealth informatics that guarantees innovative and sophisticated services for the benefit of UAE © 2010 Emirates Identity Authority. All rights reserved
  2. 2. Presentation Content • Introduction: Emirates Identity Authority • Service Quality ? • UAE e-Government Strategy 2012-2014 • Federated Architecture to improve SQ.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  3. 3. Presentation Content • Introduction: Emirates Identity Authority • Service Quality ? • UAE e-Government Strategy 2012-2014 • Federated Architecture to improve SQ.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  4. 4. About Emirates Identity Authority Emirates Identity Authority is an independent federal government organization, established by the presidential decree no. (2) in 2004, tasked to develop a national identity management infrastructure for the government of the United Arab Emirates. The infrastructure is envisaged to support e-government progress and strategic planning and decision making in the country. One of the key components of the infrastructure includes producing national identity cards to all population in the country; citizens and legal residents, that will act as the primary means through which people’s identities will be identified and authenticated (i.e., through a unique identification number, smart card, and biometrics).Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  5. 5. About Emirates Identity Authority Emirates Identity Authority is an independent federal government organization, established by the presidential decree no. (2) in 2004, tasked to develop a national identity management infrastructure for the government of the United Arab Emirates. The infrastructure is envisaged to support e-government progress and strategic planning and decision making in the country. One of the key components of the infrastructure includes producing national identity cards to all population in the country; citizens and legal residents, that will act as the primary means through which people’s identities will be identified and authenticated (i.e., through a unique identification number, smart card, and biometrics).Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  6. 6. Presentation Content • Introduction: Emirates Identity Authority Quality • Service Quality ? • UAE e-Government Strategy 2012-2014 • Federated Architecture to improve SQ.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  7. 7. Service Quality • Service Quality is an evaluation of specific attributes, probes into precise statements on which the government agency seeks customer input. • Satisfaction focuses on a specific transaction or, in the case of overall satisfaction; it is a cumulative judgment based on collective encounters, of emotional reactions to an experience or collection of experiences.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  8. 8. Service Quality In a citizen centred government, quality service and citizen satisfaction become a primary goal. Service quality focuses on: • the needs and expectations of customers to improve products and or services. • measures the gap between customers expectation and how well they rated the service(s).Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  9. 9. Service Quality What are the determinants of perceived service quality?Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  10. 10. Determinants of Perceived Service Quality © A.| Parasuraman, University of Miami;Authority. berights reserved or disseminated without the author’s permissionFederal Authority ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity not to All reproduced 10
  11. 11. A “GAP” Model of Service Quality © A.| Parasuraman, University of Miami;Authority. berights reserved or disseminated without the author’s permissionFederal Authority ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity not to All reproduced 11
  12. 12. Service Quality 10 determinants of Service Quality?Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  13. 13. Determinants of Perceived Service Quality © A. Parasuraman, University of Miami.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved 13
  14. 14. Determinants of Perceived Service Quality © A. Parasuraman, University of Miami.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved 14
  15. 15. Presentation Content • Introduction: Emirates Identity Authority • Service Quality ? • UAE e-Government Strategy 2012-2014 2012-2014 • Federated Architecture to improve SQ.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  16. 16. UAE e-government development methodology Vision: Advancing the competiveness of the United Arab Emirates through the application of world class practices in all areas of e- government.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  17. 17. UAE e-government development methodology Mission: Innovative e- government, committed to contributing to raising the competitiveness of UAE, and provide world- class, multi-channel services, that are based on customer needs, through an integrated and efficient government, benefiting from advanced digital infrastructure and qualified human resources within an intelligent government framework.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  18. 18. Strategic intents, goals, and work themesFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  19. 19. Operating ModelFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  20. 20. Operating ModelFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  21. 21. Presentation Content • Introduction: Emirates Identity Authority • Service Quality ? • UAE e-Government Strategy 2012-2014 • Federated Architecture to improve SQ. Architecture to improve SQ.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  22. 22. e-Government Evolution Transformation Joined up Delivering Value To Citizens government. All stages of Transactions transactions Electronic including payments Limited delivery of are electronic. Interactions services Applications include Web Intranets link automated. government portals. Presence departments Applications New models of allowing for Email include issue service delivery with Agency web contact, access to of certificates public private sites provide citizens with online databases and renewal of partnerships information on & downloadable licenses rules and forms procedures Complexity of Implementation and TechnologyFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  23. 23. Federated Architecture for 3rd Generation eGovernmentfocus on accessibility, use of openstandards and open source. .. information exchange, efficiency, good user experience.. integratingdifferent e-services isestablished with thefederatedarchitecture 23 Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  24. 24. Federated Architecture for 3rd Generation eGovernmentfocus on accessibility, use of openstandards and open source. Security (Trust) authentication, digital signing .. information exchange, efficiency, good user experience.. integratingdifferent e-services isestablished with thefederatedarchitecture 24 Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  25. 25. UAE e-Citizen Program Case: • Undertaking strategic initiatives and implementing numerous ICT projects at national levels to support e- Government. • Key program: National Identity Management Infrastructure • Smart Card: world most advanced and secure 25Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  26. 26. National ID Card: Key Enabler for UAE e-Gov 26Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  27. 27. Multi-Factor Factor Authentication • Smart Card • PIN • Biometrics • Digital Certificates • Digital Signature • Time Stamp 27Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  28. 28. National ID Card: enabling secure eGov TransactionsFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  29. 29. National ID Card: enabler for e-Gov e.g., e-Gate biometricID Card: sets corner stone for authentication, Abu Dhabi Portal:enabling e-Gov and eServices. eServices and utility payments.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  30. 30. E-Citizen United Arab Emirates • Rapid strides in integrating National ID card to realise various benefits for population. • Integration: local and federal • Examples: e-Gate: biometric authentication Abu Dhabi Portal: eServices and utility payments 30Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  31. 31. Service Quality Service Quality (e-Gov initiatives): will succeed when citizens are able to transcend the physical borders to carry out their transactions. 31Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  32. 32. Dr. Ail M. Al-KhouriDirector General | Emirates Identity Authority |United Arab Emirates |ali.alkhouri@emiratesid.ae | www.emiratesid.aeFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved

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