Good Practices and Innovations in Public Governance 2003-2011

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Good Practices and InnovATIONS in Public Governance Western Asia United Arab Emirates 2006 Category 3 Winner e-Government Municipal Services Dubai Municipality, The United Arab Emirates Description Using electronic government to provide high level services to industries and businesses. The Problem A majority of this city’s revenue is generated from tourism and the Jabel Ali Free Zone (JAFZ) that offers an economic zone with profitable business and tax incentives to corporations. The challenge faced by the government was how to develop and improve service delivery to industries and businesses. The Solution Dubai City is one of the seven emirates that make up the United Arab Emirates with a population of approximately one million. The purpose of the Dubai Municipality e-services is to deliver quality services to the residents, businesses, and government partners and clients. It also intends to reduce internal operational overhead, enhance revenues and promote Dubai’s image as a commercial and touristic centre in the Gulf region. The implementation of DM started in July 2001, and since the launch of e-services in October 2001, the Dubai Municipality IT Department has started offering e-services to improve a range of service delivery for customers and clients. Currently, the Dubai Municipality e-services programme has over 24,000 registered user organisations and online businesses, and provides 186 transactional and 195 informational services with more than 1.4 million transactions. The e-services cover all aspects of the Dubai Municipality such as Demarcation, Zoning, Laboratory, Health and Environment. These services can be provided through mobile phones as well. The Dubai Municipality also improved its assistance services for e-service users. According to ACNielsen’s online customer satisfaction study in 2004, 42% of the users were strongly satisfied and 50% of the users were somewhat satisfied with the support facilities that were provided for using e-services. More than 75% of the e- services users commented that e-services of the Dubai Municipality met their requirements. This Customer Satisfaction survey was conducted in order to improve 346
2006 Category 3: United Arab Emirates the quality of future e-services and meet the user’s demand. Since Dubai City’s major revenue comes from tourism and the JAFZ, it is significant for the Dubai Municipality to improve partnerships between government agencies and business communities. In order to achieve greater efficiency and effectiveness for the users, the new objective is to deliver 90% of services through e-services by summer 2007. For more information, please visit: www.dm.govt.ae 347
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Lessons Learned on InnovATION in Go
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This publication provides an overvi
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Good Practices and Innovations in Public Governance 2003-2011

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