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From eGovernment to Smart Government, United Arab Emirates

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International Symposium on Excellence in Public Service / Public Administration

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From eGovernment to Smart Government, United Arab Emirates

  1. 1. From eGovernment to Smart Government I N T E R N A T I O N A L S Y M P O S I U M Excellence in Public Service/ Public Administration October 7 – 9, 2014, New Delhi, India Eng. Marwan Bin Haider Executive Director of Planning & Development
  2. 2. Dubai – Business Hub in the Gulf Region Dubai • is one of the 7 Emirates in UAE • Has a population of 2.2 million • Has a forecasted nominal GDP of 107bn$ in 2014 with a 5% growth rate • Is a major business hub in the Middle East and Gulf Region • Key economic sectors are Tourism, Trade, Retail and Finance • Government is composed of 80+ entities with 20+ major departments and authorities From eGovernment to Smart Government Confidential - Category C Dubai 2
  3. 3. Dubai eGovernment and Electronic Shared Services (ESS) Initiative • H.H. Sheik Mohammed Bin Rashid Al Maktoum launched the Dubai eGovernment umbrella initiative in 2000 • A centralized approach was adopted for the common aspects of core and administrative support services eEnablement, referred to as electronic shared services initiative or ESS • ESS initiative adopted an extensive whole-of-government approach for the common (synergistic) aspects of core and administrative (support) services electronic enablement From eGovernment to Smart Government 3 Confidential - Category C Source: DSG (Dubai Smart Government Department)
  4. 4. eTransformation & ESS Governance The Executive Committee Strategic Management Office (SMO) Government Information Resources Planning (GIRP) eServices Dubai eGovernment Department (DeG) 2000 - 2002 2002 - 2009 2009- 2013 Dubai eTransformation and ESS Governance evolved from temporary institutional mechanisms to a consolidated institution with a clear mandate having a government level CIO Dubai Smart Government Department (DSG) 2013- …. From eGovernment to Smart Government 4 Confidential - Category C Source: DSG (Dubai Smart Government Department)
  5. 5. Dubai Government eTransformation Approach Dubai Smart Government uses a hybrid centralization and decentralization approach Dept. A Dept. B Dept. X Dept. Y Service 1 Service 2 ……… Service N ……… Dubai Government Implementation Guidelines • Achieve customer focus by • e/mEnablement of services • Provisioning high-quality smart services to public customers • Promoting awareness and usage of smart Services • Capture synergies during eServices provisioning (to achieve cost savings, faster time to market and higher quality) – Electronic Shared Services (ESS) • Encourage Departments to focus on their core business of services provisioning, regulatory aspects and administrative simplification Electronic Shared Services (ESS) Service 1 Service 2 ……… Service N Service 1 Service 2 ……… Service N Service 1 Service 2 ……… Service N Public Customers Source: DSG (Dubai Smart Government Department) From eGovernment to Smart Government Confidential - Category C 5
  6. 6. ESS Innovation through Synergies ESS Service Category ESS Service Sub Category Total Number of ESS in Sub-Category Government Resources Planning (GRP) ESS Asset Life Cycle Management 2 Enterprise Project Management 1 Financial Management 11 Government Employee Self Services 7 Human Resources Management 4 Supply Chain Management 8 Whole of Government eRecuritment Portal 1 eServices Enabling ESS Unified Contact Center 1 Electronic Survey 1 Government Statistics and Integrations 2 Mobile Messaging 3 Electronic Payment Solutions 2 Infrastructure Enabling ESS Government Information Network 4 Messaging and Collaboration 4 Public and Businesses ESS eParticipation 2 Public One Stop Shop Mobile Payment 1 Public One Stop Shop Portal – dubai.ae 1 Electronic Supplier Services 1 A total of 56 ESS were implemented in various categories over the years in Dubai Government From eGovernment to Smart Government 6 Confidential - Category C Source: DSG (Dubai Smart Government Department)
  7. 7. Customer Satisfaction Operational Efficiencies Economies of Scale & Scope From eGovernment to Smart Government 7 Confidential - Category C Source: DSG (Dubai Smart Government Department) ESS Benefits and Impact 2013 82% Customer Satisfaction & 85% Customer Trust Self-Financing 50+ ESS Operational in 40+ Entities in 10 Years • One-Stop-Shop Portal for Public Services • Core Business Focus for Government Entities • Operational Efficiencies through Cost Savings • Operational Efficiencies through Automated Processes • Customer Satisfaction • Business Intelligence & Decision Support at the Government level • Ease of Government-level Policies Enforcement • Reduced Administrative Overhead • Knowledge Sharing across the Government • Contribution to ICT Sector Enhancement • Reduced Carbon Emissions
  8. 8. Dubai has achieved significant success in public services eEnablement as well Services Enablement, Adoption & Quality Status – EoY’2013 From eGovernment to Smart Government 8 Confidential - Category C Source: G%SS Data, DSG eTransformation Audit, DSG Dubai Government Websites Quality Evaluation, DSG Dubai Government eServices Quality Evaluation
  9. 9. ESS Outcomes – Some Facts and Figures Total Number of ePay Transactions by Year ( 31,174 72,384 252,259 2005-2013) 1,444,787 967,235 2,883,396 1,888,370 4,546,865 3,322,278 2005 2006 2007 2008 2009 2010 2011 2012 2013 Total Amount Transacted in ePay (in US$) by Year (2005 - 2013) 288,682,525 3,414,026 14,099,31657,331,649 699,754,657 424,103,151 1,044,642,476 1,517,252,813 1,197,194,184 2005 2006 2007 2008 2009 2010 2011 2012 2013 mPay Number of transactions ( 2010-2013) 19,433 26,174 36,325 88,988 2010 2011 2012 2013 Total mPay Amount Transacted in US$ (2010 - 2013) 1,759,059 2,084,795 2,324,354 8,590,732 2010 2011 2012 2013 From eGovernment to Smart Government 9 Confidential - Category C Source: DSG (Dubai Smart Government Department)
  10. 10. ESS lessons Learnt & Sustainability Factors • High level commitment and leadership • Solid strategy and governance • Target setting and measurements • Boosting the skills of staff • Customer engagement and participation • Customer trust, confidence & satisfaction • Reliable high-performance and robust infrastructure, Business Continuity • Services delivery through Service Level Agreements • Continuous improvement through enhancements • Quick wins and early buy-in • Self-financed through captured cost savings (easier to obtain approvals and funding) • Private Sector Partnerships From eGovernment to Smart Government 10 Confidential - Category C Source: DSG (Dubai Smart Government Department)
  11. 11. From eGovernment to Smart Government & Smart City Dubai as a Virtual & Connected City to Serve its Customers ….. Comp B Services Comp A Services Comp .. Services ….. Gov’t Entity 1 Gov’t Entity 2 Gov’t Entity N • eEnablement of Public Services • Electronic Shared Services (ESS) for Back-office Administration Smart Government & Smart City 2000 2013 eGovernment (eEnablement of Government Services and Processes) Traditional Government From eGovernment to Smart Government 11 Confidential - Category C Source: DSG (Dubai Smart Government Department)
  12. 12. Thank you 12

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