Usage of services provided by Dubai eGovernment has increased rapidly over the past nine months, according to key performance indicators from the department.
For the eGovernment’s ePay service, which allows online transactions for government services, transaction volumes increased by 63% from the first nine months of 2010 to the first nine months of 2011, while total amounts collected increased 52%.
For mobile payments via the mPay service, transactions were up 34% over the same time period, with totals collected up 44%.
HE Ahmad bin Humaid, Director-General of Dubai eGovernment Department,says that use of the services is being driven by convenience and trust.
“It is driven by our customer focused strategy. We started last year, to make it client-centric, we are trying to simplify the life of people here, when they are interacting with Dubai Government,” he says.
“When you look to those indicators and the increase, it gives an indicator of the satisfaction of people, and that they prefer eServices rather than manual. It also shows how confident about services, how much value it creates for them,” he adds. “It is telling us we are moving in the right direction, because it is not how much technology we have, it is how much adoption.”
Bin Humaid says that Dubai eGovernment has become more attuned to customer needs, which has led to existing services being refined, while new services follow a similar model of adoption. With the high levels of mobile penetration in the UAE, mobile services have also driven uptake, as well as adding more choices for users, such as the extension of direct debits as a payment option in addition to credit card payment. The department is also running end-user surveys on www.Dubai.ae, and face-to-face consultation with customers and government departments to get feedback on the services, to help improve the offerings.
Going forward, Dubai eGovernment is looking to increase the connectivity between government departments, and to provide standardised infrastructure and solutions that then enable all government departments to deploy their own innovative service ideas.