Purpose of the mGovernment indices project
The mGovernment indices project corresponds to the directives of the Prime Minister’s Office, and Telecommunications Regulatory Authority (TRA) in its capacity as the enabler of the mGovernment and smart transformation in the UAE.
The project also corresponds to the guidance of the UAE’s leadership which stresses the necessity to continue working as a unified national team with all federal entities in order to achieve Vision 2021 and the National Agenda that aims for the UAE to be at the forefront of the world in electronic and mobile services index.
TRA seeks to enable the federal entities to achieve excellence in the indices of the mGovernment enablers and improve the quality of their electronic/mobile services and ePresence through:
- updating the benchmarks of the indices of the mGovernment enablers and the measurement mechanism according to best international practices, the UN standards, and the new instructions of the UAE’s leadership
- providing the federal entities with consultations on the mGovernment enablers round the year
- continuously supervising the work of the federal entities, the electronic/mobile transformation plans for their services and the extent of their commitment to achieve these plans; additionally, raising proper reports and recommendations for the respective decision makers
- holding meetings and awareness workshops with the federal entities regarding the indices of the mobile government enablers
- monitoring and measuring the level of the federal entities' commitment to the indices of the mGovernment enablers
- raising recommendations and developmental proposals to the federal entities regarding mGovernment enablers indices.
What are the mGovernment enablers?
The mGovernment enablers represent a comprehensive work system implemented by Telecommunications Regulatory Authority (TRA) under the supervision of the Prime Minister’s Office in Ministry of Cabinet Affairs and Future. These enablers aim to measure and improve the level of customers’ experience in using electronic/mobile services in the UAE.
TRA monitors and measures the development of government entities electronic/mobile services according to seven indices/enablers which are carefully studied to achieve the national goals. These indices are:
- level of electronic/mobile transformation index
- level of usage of electronic/ mobile services
- level of satisfaction with electronic/ mobile services
- level of public awareness about electronic/ mobile services
- government websites’ quality index
- electronic/mobile service quality index
- mobile services integration index.
This system is part of the projects under the National Plan to Support mGovernment Initiative. It seeks to ensure the pioneering role of the UAE in realising a mobile government that makes the community happy with its fast services.
These indices aim to raise the per cent of mobile service users to 80 by 2018 and the satisfaction of the people as per the UAE leaders’ ambitious vision. These seven mGovernment enablers are completely integrated. The quality level of the service delivery channel is measured as a cornerstone for electronic/mobile services.
The evaluation team measures the level of electronic/mobile transition of government services and their level of quality in order to ensure customer satisfaction with the provision of easy, simple and high-quality services. The team then measures the level of public awareness about these services in order to increase customers' awareness and ultimately the usage of these services.
Departments handling the mGov enablers
Following is a list of the departments which handle the mGovernment enablers. These departments may differ from one government entity to another according to the organisational structure and work mechanisms in each.
- Strategy Department: This department is in charge of the strategic and operational indices in the respective federal entity and mandated to follow up the level of its achievement with other departments concerned.
- Services Provision Department: This is the main department which is responsible for the development of the service and its procedures. Being in constant contact with customers and their needs, it works to ensure their satisfaction and the provision of easy, fast and simple services obtained through electronic/mobile channels.
- Customer Happiness Department: This department receives customers who request the entity’s services. Being the front office which deals with variety of customers, it has a vital role in raising their awareness about electronic/mobile services and hearing their feedback about them. Other departments can utilise from the services of Customer Happiness Department in understanding customers’ needs and expectations.
- Institutional Excellence Department: The Institutional Excellence team handles surveys to measure the degree of customers’ satisfaction. It provides the necessary support to the department concerned with the service and the Customer Happiness Department by analysing, observing and measuring the impact of marketing campaigns and the customers’ views in various matters.
- Information Technology Department: It is the executive and technical advisory in the field of the development of electronic/mobile services which is based on the document about service requirements received from the department of the respective service.
- Government Communication Department: This department has an executive and advisory role in the field of service awareness. It ensures the validity of the website’s content and services, as well as marketing and awareness of electronic/mobile services.
The entity responsible for each index
The responsibility of following up on the indices depends on the entity and the tasks of the respective department/section. In general, all departments have a role in all indices, including the departments referred to herein below:
- First index: level of electronic/mobile transformation of the government services
- Main role: The department of the respective service + Information Technology team
- Supporting role: Strategy + Excellence + Communication + Customers happiness teams
- Second index: level of electronic/mobile services usage
- Main role: The department of the respective service + Strategy + Information Technology teams
- Supporting role: Government Communication + Customers Happiness + Institutional Excellence teams
- Third index: level of satisfaction about electronic/mobile services
- Main role: The department of the respective service + Strategy + Information Technology + Customers Happiness teams
- Supporting role: Government Communication + Institutional Excellence teams
- Fourth index: level of public awareness about the electronic/mobile services
- Main role: The department of the respective service + Government Communication + Customers Happiness teams
- Supporting role: Strategy + Institutional Excellence + Information Technology teams
- Fifth index: quality of websites
- Main role: Government Communication + Information Technology teams
- Supporting role: Strategy + Customers happiness + Institutional Excellence teams + the departments of the respective services
- Sixth index: level of the quality of the electronic/mobile services
- Main role: The department of the respective service + Information Technology + Government Communication + Customers happiness teams
- Supporting role: Strategy + Institutional Excellence teams.
Innovation in the indices system
In line with the concepts of happiness and innovation introduced in the UAE, new methodology and mechanism have been established to monitor and measure the enablers of mGovernment for 2016.
The concept ‘Innovation degree’ was introduced to be applied to standards used for measuring the indicators of the enablers of mGovernment. This concept aims to motivate employees of the federal entities to think out of the box to provide the best services to the public. It also aims to collect innovative ideas to make customers happy and encourage them to use electronic or mobile services.
The new mechanism aims to open the way for positive competition among federal entities to achieve excellence in providing electronic/mobile services. It motivates them to innovate in applying standards used for measuring the indicators of the enablers of mGovernment.
Terminologies of the mGov enablers
The following table defines the most important terms used in assessing the indicators of the enablers of the mGovernment:
The 'service integration' indicator
The ‘service integration’ indicator was adopted by the end of 2016. It is the latest addition to the mGovernment enablers’ index. It is in line with the directives of the UAE’s leadership to ensure that government entities provide quality eServices to the public across the UAE.
The ‘Service integration’ indicator measures the national initiatives relevant to enabling federal entities to complete the secure smart/electronic interconnection among them, which has been developed by TRA.
The ‘service integration’ indicator includes three levels:
- Infrastructure: it is based on linking with FedNet, as the main network for all local networks in the UAE
- Secure services: it is based on the Single Sign-On (SSO) service that federal government entities have to connect to, so that users can access all government services through a single user name and password
- Services’ interconnection that includes:
- Government Services Bus
- One Portal/One App
- National Customer Relationship Management
- The smart data system.
The indicator will be applied in the following three stages:
- Registering the federal entities under the initiative
- Linking the federal entities to the initiative
- Activating the initiative’s services by the federal entities.
Updated on 27 Dec 2018