The Telecommunications Regulatory Authority (TRA) has organized an introductory workshop to review the indicators of the mGovernment enablers, their most recent updates in 2018, and the best practices of the federal entities in 2017. Additionally, the workshop presented the objectives of 2018, and discussed the user experience and its importance to identify users’ expectations and reach solutions. The workshop also addressed a study on investment experience in smart transformation, in order to achieve the goals of sustainable development.
The workshop agenda included highlighting the mGovernment enablers, which covers seven main indicators: electronic/mobile (e/m) transformation of government services, e/m services usage, satisfaction with e/m services, public awareness of e/m services, government websites quality index, e/m services quality index, and e/m services integration index.
Commenting on the workshop, H.E. Hamad Obaid Al Mansoori, TRA Director General, said: “We work hand in hand with all government entities to achieve the vision of the wise leadership, to enhance the UAE leadership in digital transformation, especially at this stage where we move towards a new era characterized by Artificial Intelligence, the Fourth Industrial Revolution, sustainability and digital knowledge economy. On this occasion, I would like to thank the brothers in all government entities for the team spirit that everyone is keen on, which is one of the guarantees of success in achieving the goals and overcoming challenges.”
Moreover, Salem Al Housani, Acting Director of information and eGovernment Sector, and the Head of the Online Services Index Executive Team, said: “The mGovernment enablers represent an integrated business system implemented by TRA under the close supervision of the Prime Minister’s Office, to measure and improve the level of customer experience in the use of e/m services in the UAE. It is based on monitoring and measuring the ongoing development of government entities in the seven indicators/enablers which are carefully studied to achieve national goals.”
The mGovernment aims to achieve 100 % in the e/m transformation index, and to achieve number one globally in the Online Services Index by 2021. It also aims to achieve 80% in the e/m services usage indicator, the customer happiness indicator, and public awareness of e/m services index. Additionally, the indicators of government websites quality index and e/m services quality index have been set at 93% and 86% respectively. The seventh indicator deals with the e/m services integration and interconnection index, and the 2018 goal for this indicator is set at 60%.
The workshop also addressed the changes and updates occurred in the seven indicators. Some of the criteria have been rephrased and integrated in some indicators based on comments received from federal entities. For example, the customer happiness indicator has been updated to be taken through the happiness indicator of the PMO instead of one of the federal entity. The public awareness index has been updated to include awareness messages for each service once a quarter, instead of twice a month. In the index of websites quality, two criteria have been updated; the federal entity is now committed to publish three electronic consultations annually on the national e-participation portal “Sharik.ae”, in addition to the federal entity’s commitment to publish three data systems annually on the national open data portal “bayanat.ae”. The seventh indicator covering the integration of government services has been also updated, with the criteria being the rate of interconnection between services and their continued integration, instead of the previous criteria, which measured the interaction of federal entities and their response to the services integration projects managers.
The workshop also reviewed the results of the mGovernment enablers 2017. The review covered 39 federal entities, 39 websites, and 289 services provided by the federal and private sectors. A chart showing the 2017 goals and what has been achieved on the ground was presented. The workshop presented the best practices of the federal entities in achieving indicators of mGovernment enablers. The Ministry of Human Resources and Emiratisation achieved the best practice in customer happiness on e/m services indicator, the Ministry of Climate Change and Environment achieved the best practice in the indicator of e/m services quality, and TRA achieved best practice in e/m services awareness indicator.
The workshop included a lecture on the importance of user experience, presented by specialized user experience center. The lecture focused on the meaning of the term “user experience”, knowledge of user expectations and solutions to its problems. The lecture also included a practical exercise on user experience.
TRA has added the seventh indicator of mGovernment enablers that covers the integration of online services at the end of 2016. A number of projects have been launched in this indicator to enhance the process of integration and interconnection between government entities’ online services. These projects include “Smart Pass”, which allows users to log in various government websites using a single username and password, to access their online services without having to register in each website separately. TRA also launched “Mabrouk Ma Yak” service, which provides the citizens with five services within one at the event of a new baby born. Through this service, the customer can get new birth certificate, inclusion of the newborn in the family book and population register, issuing Emirates ID and Passport.