TEXPO

Dubai Government eServices required an in-depth assessment for the year 2008/09 to provide results of an extensive evaluation of 545 eServices provided by the various Dubai Government Departments.TEXPO partnered with Dubai eGovernment department to conduct the second eServices Quality Assessment Project in 2008 to assess the improvement in the quality of eServices subsequent to the initial eServices quality baseline assessment conducted in 2007.

The Business Drivers

Electronic Service Delivery (eService Delivery) is one of the most important components of any eGovernment that affects the individuals and businesses most directly. It presents government services as a seamless whole, from the customer’s viewpoint, organises and integrates services to respond to the needs of individuals and businesses in a user friendly way.

eGovernment not only includes delivering services electronically and applying information technology to internal operations but also fostering confidence and trust in the Government Departments. In effect, an eGovernment creates a new paradigm and opportunities – not only for increasing government accessibility and accountability, but for transforming its relationship with partners in the private-sector, the broader public sector and other levels of government. More importantly, eGovernment also supports eBusiness through leading by example; enabling businesses to obtain services from and deal with government electronically whilst improving the quality and efficiency of public services resulting in providing Dubai businesses with a competitive edge in the global digital economy.

During the initiation of this eServices quality assessment in 2008, all the 18 Dubai Government Departments provided more than 2,000 services to individuals and businesses out of which more than 1,700 of services were provided through one or more electronic channels (eChannels). Dubai eGovernment has categorised these services as transactional, interactive and informational services and they are at different stages of maturity in terms of eEnablement and completion.

Drawing up the Plan

TEXPO conducted an in-depth assessment of a selected representative sample of Dubai Government eServices for the year 2008/09. The purpose of this report was to provide the results of an extensive evaluation of 545 eServices provided by the various Dubai Government Departments. Dubai eGovernment Department initiated the second eServices Quality Assessment Project in 2008 to assess the improvement in the quality of eServices subsequent to the initial eServices quality baseline assessment conducted in 2007.

Dr Safaraz Alam, CEO, TEXPO said, “Dubai eGovernment Department is committed to ensuring that all Government Departments provide high quality eServices to individuals and businesses. In order to enhance customer satisfaction and the electronic service delivery process, it is important to identify and understand various issues in the service delivery process. This report mainly highlights the issues related to the eServices provided by various Dubai Government Departments.” 

All the services are grouped into transactional, interactive and informational services and they are evaluated using two major categories:

• eServices Customer Tier.
• eServices Provisioning Tier.

This report was aimed at helping the Dubai Government Departments in determining the following:

• Overall quality of the eServices in the Dubai Government Departments.
• Quality of the transactional eServices and areas of improvement.
• Quality of the interactive eServices and areas of improvement.
• Quality of the informational eServices and areas of improvement.
• Overall adherence to the Electronic Service Delivery standards and guidelines indicated in the EDEM.
• Change in the quality of eServices from 2007.

Taking Action

As part of the eServices Quality Evaluation, 545 representative eServices from 18 participating Dubai Government Departments were selected using a predefined set of criteria. All the identified eServices were evaluated individually against the eServices Evaluation Criteria and the findings are presented in this report along with the findings of Dubai Government eSerivces Quality Baseline Assessment 2007 report. This report does not address individual websites or the way these eServices are presented on a particular department’s website.

Furthermore, the selection of eServices for evaluation has completely relied on the information provided by the Government Departments through the online information repository GeSS (Government eServices Statistics), which is managed by Dubai eGovernment Department. The accuracy of information provided by the departments is not judged in this report. For example, if a department has identified an eService as informational, that particular service was evaluated against the criteria of informational services.

The methodology adopted in this eServices Quality Evaluation 2008/09 remains fairly identical to the Dubai Government eServices Quality Baseline Assessment 2007 in order to ensure consistent comparisons. The eServices Delivery Excellence Model (EDEM) was used as the basis for the eServices Quality Evaluation 2008/09 project with very minor enhancements. The eServices Delivery Excellence Model was crafted as a comprehensive model to provide both a foundation and a guideline for eServices quality evaluation. The eServices Delivery Excellence Model is based on two tiers; namely customer and provisioning tiers, which together provide the means of a seamless and user-centered service delivery.

The 18 Government Departments included in this evaluation provided approximately 1,700 eServices to individuals and businesses across different service delivery channels before the initiation of this evaluation project in 2008. A representative sample of 545 eServices (constituting 32% of the total of 1,700) was selected from 18 Government Departments for the evaluation. From a statistical point of view, a sampling size of 32% of all eServices is sufficiently adequate to draw meaningful and actionable conclusions for the eServices provided by the 18 Government Departments. Out of the 545 assessed eServices, 384 eServices were transactional, 52 eServices were interactive and 109 of the eServices were informational in nature. Each transactional eService was assessed against 109 criteria items, each interactive eService assessed against 72 and each informational eService was assessed against 59 criteria items.

TEXPO Analysis

The following are highlights of some of the important findings of Dubai Government Departments’ eServices Quality Evaluation:

• The overall eServices evaluation score for all the 18 government departments included in the evaluation for 2008/09 is 78%, which is substantially higher than the 65% score achieved in 2007.  This still indicates a potential margin of improvement for eServices quality in the government departments to be achieved in the coming years. 
• The eServices evaluation in 2008/09 included 18 government departments. It is encouraging to notice that 17 out of 18 departments have increased their overall scores in 2008/09 compared to 2007, and the score for only 1 department has diminished. This reflects an overall improvement encompassing majority of the government Departments in 2008/09 compared to 2007.
• All eServices of different service nature, namely Transactional, Interactive and Informational, have increased their overall scores in 2008/09 compared to 2007; with the highest increase in the Interactive eServices (78% in 2008/09 versus 63% in 2007) followed by the Informational (81% in 2008/09 versus 68% in 2007) and finally the Transactional eServices (77% in 2008/09 versus 66% in 2007).
• The eServices Provisioning Tier (which generally reflects the technical maturity of eServices) maintained a consistent score of 93% in 2008/09 as well as in 2007, while the eServices Customer Tier (which generally reflects the customer oriented aspects of eServices) has improved considerably by scoring 75% in 2008/09 compared to 2007, where the score was 60%.
• The eServices evaluation in general consisted of 7 components. It is promising to observe that the overall score for 5 out of 7 criteria has increased in 2008/09 compared to 2007, while the score for 2 criteria (eServices Customer Services & eServices Reliability) has diminished. This reflects an overall improvement with respect to a significant majority of eServices quality components in 2008/09 compared to 2007.
• The eServices evaluation in general consisted of 16 Sub-components. It is promising to observe that the overall score for 15 out of 16 criteria have increased in 2008/09 compared to 2007; the score for only 1 criterion (eServices Reliability) has diminished. This reflects an overall improvement with respect to a significant majority of eServices quality Sub-Components in 2008/09 compared to 2007.
• The eServices evaluation in 2008/09 in general consisted of 109 criteria, while in 2007 it consisted of 107 criteria. It is promising to observe that the overall score for 78 out of 107 criteria has increased in 2008/09 compared to 2007, while the score for 29 criteria has diminished. This reflects an overall improvement with respect to a significant majority of eServices quality criteria in 2008/09 compared to 2007.

Government Departments are encouraged to make use of these findings and further enhance the quality of their eServices in line with their customer preferences.

Most of the leading global jurisdictions have developed certain eServices provisioning standards or they have leveraged other existing criteria. The standards and the guidelines utilized for this evaluation are based on extensive research, benchmarking and industry best practices combined with DeG's own experience in the last 8 years. DeG will continue to raise the level of eServices quality standards through enrichment of various criteria in order to achieve maturity and excellence in Dubai Government eServices in due course. 

We do not have any videos listed for this project yet.

We do not have any documents listed or attached any files for this project yet.