TEXPO

Description: The Dubai eGovernment initiative was launched by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of UAE and the Ruler of Dubai, in 2000 with a mission “to achieve a virtual government through provisioning of high-quality customer focused eServices for individuals, businesses and Government Departments and to promote eServices adoption through customer management”. By 2007, all the Dubai Government Departments were providing their services electronically. However, the adoption of services remained a challenge, as the clients were not satisfied with the quality of eServices.

In 2007, Dubai eGovernment commissioned TEXPO to develop the eServices Delivery Excellence Model and conduct the Dubai Government eServices Quality Baseline Assessment. The purpose of this assessment was to establish a baseline for the quality of eServices provided by various Dubai Government Departments. This baseline was going to be used in future to measure the eServices quality improvement.

TEXPO developed the eServices Delivery Excellence Model, which catered to the needs to quality requirements of informational, interactive and transactional services. The model consisted of more than 100 quality criteria items grouped under various concepts of service quality. Some of these concepts included eService Accessibility, eServices Common Look & Feel, eServices Security & Privacy, eServices Efficiency and eServices Customer Service.

A representative sample of approximately 600 eServices was selected and their quality was assessed by using the criteria defined in the eServices Delivery Excellence Model. TEXPO developed an online tool to capture the eServices score and keep track of the eServices assessment process. This tool also serviced as the analytical and reporting tool to show real-time analysis and generate reports for the senior management.

The results of the assessment were shared with 22 Dubai Government Departments along with recommendations to improve the quality of eServices. TEXPO also provided advice to the Government Departments who were interested in further understanding the eServices Delivery Excellence Model and how to implement the recommendations to improve the overall quality of eServices. These reports were well received by the Government Departments and proved a milestone in enhancing the quality of eServices in future. 

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