Dubai Smart Government to rate satisfaction of all Dubai e-services

Solution will allow customers to rate satisfaction with services, create central index

Tags: Dubai Smart Government (www.dsg.gov.ae)United Arab Emirates
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Dubai Smart Government to rate satisfaction of all Dubai e-services The Happiness Index will measure the public’s level of happiness and satisfaction towards government services, says Bin Humaidan.
By  Mark Sutton Published  January 12, 2015

Dubai Smart Government Department (DSG) is developing a solution to survey user satisfaction with all of the Emirate's online government services.

DSG is developing a software development kit (SDK), which will allow services to be connected to a centralised database that will track satisfaction with each service.

The project is being done in coordination and cooperation with the Executive Office of HH Sheikh Mohammed Bin Rashid Al Maktoum, UAE Vice President and Prime Minister and Ruler of Dubai.

DSG will hold a workshop on January 19, 2015 for various government departments and authorities in Dubai to introduce the SDK project as well as discuss the technical mechanisms that will connect the system to a central database and the technical support that will be provided to achieve the leadership's vision.

DSG will provide and develop the SDK for all government entities and will oversee its dissemination across the emirate. It will be an addition to the current common services provided by the Department to all public entities in Dubai.

The aim of the workshop is to prepare for the implementation of the first phase of the project by introducing the initiative to government departments and entities and studying the necessary procedures to interconnect the needed systems. The first phase of the project will include providing the index application on tablets and other smart devices, and tool websites with a mechanism to connect the systems with the central happiness index database. It will also provide technical support to connect government authorities to a central system to receive public satisfaction results about government services.

Afterwards, the results will be analyzed, enhanced and developed in a bid to promote transparency between the government and the public. This system will also allow decision makers to review the happiness index results. The initiative is in line with efforts to make Dubai the world's first city that interactively measures the happiness of its people, tourists and visitors on a daily basis.

HE Ahmed Bin Humaidan, director general, DSG, said: "The workshop will be held to start the implementation process of the ‘Happiness Index' initiative launched by HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, in order to measure the public's level of happiness and satisfaction towards government services provided to them on a daily basis in consideration of the rapid changes in people's expectations. The measurements will be done via smart devices or e-devices installed in the headquarters of government authorities and connected to a central database network. Daily reports will be sent to decision makers to see which area has the highest happiness and satisfaction rating to serve as a basis for further improvement of services and enhance public experience."

Bin Humaidan added: "We are creating this SDK to recognise the importance of concerted efforts among Dubai's government entities to realize the leadership's vision of meeting all the necessary requirements of our country's citizens and residents. We aim to enhance their experience by raising the efficiency of all government agencies and strengthening the necessary infrastructure. I am confident that this dashboard will effectively promote Dubai's competitiveness globally to become the smartest regional and global government. Additionally, we strive to maintain the UAE's top position at the regional ‘International Happiness Index' in 2014."

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