2013-02-11 14:13:00 - Scores based on a public survey conducted by Dubai eGovernment in co-operation with Dubai Statistics Center

February 11, 2013
A recent survey showed over 90% satisfaction rate with Dubai Government online services. The telephonic survey conducted by Dubai eGovernment Department (DeG) in cooperation with Dubai Statistics Centre measured online services awareness and satisfaction levels for over 1000 individuals and businesses from Dubai, chosen on a random sampling basis.

Through such surveys, DeG seeks to monitor online services with the aim of measuring awareness and satisfaction along with improving and developing them and maintaining an open channel of communication with the customers in line with its strategy based on the concept of “Customer First.”

In the survey, 88 % of individuals using government online services and 77 % of businesses using government online services said they would continue using

them for their transactions with Dubai Government. They added that they were assured of the high security level provided by Dubai Government online services as well as with its privacy and confidentiality standards. The survey, which involved a random sample of 726 Dubai based individuals and 366 Dubai based companies surveyed respondents on typical government services pertaining to residences, licenses and paying fees among others.

The results of the survey also showed that 78 % of individuals using online government services and 39 % of businesses using online government services conducted fully online services for the processing of their transactions without having to visit any related government department.

Commenting on the survey, H.E. Ahmad Bin Humaidan, Director General of Dubai eGovernment, said: “Conducting regular surveys is a fundamental aspect of our quality and administrative excellence in line with the requirements of the Dubai Government Excellence Program. Such measures will help us to streamline communication and cooperation with our partners. The survey results are encouraging for our eTransformation and provide a great incentive for us to raise the bar in our upcoming efforts to provide world-class services and infrastructure that are customized for our customer’s needs.”

He added: “We have been partnering with Dubai government entities to fulfill the vision of His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to cement Dubai’s leading position in the knowledge-based economy. Our ultimate goal is to ensure that our slogan ‘Together to ease your life’ is a reality for all citizens, residents, businesses and visitors.”

Bin Humaidan further added that the recent survey showed that the individuals’ satisfaction with online services in terms of efficiency, trust and confidence and quality exceeded 90 % and that 88 % of the individual respondents and 76 % of the businesses sector would definitely recommend online services, noting that the results of such surveys would undoubtedly contribute to bolstering the participation of government entities and employees as well as the public in improving the quality of Government online services.

The public can access most government services provided by Dubai government departments to all sections of the society through the official portal of Dubai Government (Dubai.ae), which is a diverse and effective platform for enabling the individuals, businesses and visitors to access online government services quite easily and promptly from one place.