International Symposium on Excellence in Public Service / Public Administration

1. From eGovernment to Smart Government
I N T E R N A T I O N A L
S Y M P O S I U M
Excellence in Public Service/
Public Administration
October 7 – 9, 2014,
New Delhi, India
Eng. Marwan Bin Haider
Executive Director of Planning & Development

2. Dubai – Business Hub in the Gulf Region
Dubai
• is one of the 7 Emirates in UAE
• Has a population of 2.2 million
• Has a forecasted nominal GDP of 107bn$
in 2014 with a 5% growth rate
• Is a major business hub in the Middle
East and Gulf Region
• Key economic sectors are Tourism, Trade,
Retail and Finance
• Government is composed of 80+ entities
with 20+ major departments and
authorities
From eGovernment to Smart Government
Confidential - Category C
Dubai
2

3. Dubai eGovernment and Electronic Shared Services (ESS) Initiative
• H.H. Sheik Mohammed Bin Rashid Al Maktoum
launched the Dubai eGovernment umbrella initiative in
2000
• A centralized approach was adopted for the common
aspects of core and administrative support services
eEnablement, referred to as electronic shared services
initiative or ESS
• ESS initiative adopted an extensive whole-of-government
approach for the common (synergistic)
aspects of core and administrative (support) services
electronic enablement
From eGovernment to Smart Government 3
Confidential - Category C
Source: DSG (Dubai Smart Government Department)

4. eTransformation & ESS Governance
The Executive
Committee
Strategic
Management
Office (SMO)
Government
Information
Resources Planning
(GIRP)
eServices
Dubai
eGovernment
Department
(DeG)
2000 - 2002 2002 - 2009 2009- 2013
Dubai eTransformation and ESS Governance evolved from temporary institutional mechanisms to a
consolidated institution with a clear mandate having a government level CIO
Dubai Smart
Government
Department
(DSG)
2013- ….
From eGovernment to Smart Government 4
Confidential - Category C
Source: DSG (Dubai Smart Government Department)

5. Dubai Government eTransformation Approach
Dubai Smart Government uses a hybrid centralization
and decentralization approach
Dept. A Dept. B Dept. X Dept. Y
Service 1
Service 2
………
Service N
………
Dubai Government Implementation
Guidelines
• Achieve customer focus by
• e/mEnablement of services
• Provisioning high-quality smart
services to public customers
• Promoting awareness and usage of
smart Services
• Capture synergies during eServices
provisioning (to achieve cost savings,
faster time to market and higher quality)
– Electronic Shared Services (ESS)
• Encourage Departments to focus on
their core business of services
provisioning, regulatory aspects and
administrative simplification
Electronic Shared Services (ESS)
Service 1
Service 2
………
Service N
Service 1
Service 2
………
Service N
Service 1
Service 2
………
Service N
Public Customers
Source: DSG (Dubai Smart Government Department)
From eGovernment to Smart Government
Confidential - Category C
5

6. ESS Innovation through Synergies
ESS Service Category ESS Service Sub Category Total Number of ESS in Sub-Category
Government Resources
Planning (GRP) ESS
Asset Life Cycle Management 2
Enterprise Project Management 1
Financial Management 11
Government Employee Self Services 7
Human Resources Management 4
Supply Chain Management 8
Whole of Government eRecuritment Portal 1
eServices Enabling ESS
Unified Contact Center 1
Electronic Survey 1
Government Statistics and Integrations 2
Mobile Messaging 3
Electronic Payment Solutions 2
Infrastructure Enabling ESS
Government Information Network 4
Messaging and Collaboration 4
Public and Businesses ESS
eParticipation 2
Public One Stop Shop Mobile Payment 1
Public One Stop Shop Portal – dubai.ae 1
Electronic Supplier Services 1
A total of 56 ESS were implemented in various categories over the years in Dubai Government
From eGovernment to Smart Government 6
Confidential - Category C
Source: DSG (Dubai Smart Government Department)

7. Customer Satisfaction
Operational Efficiencies
Economies of Scale &
Scope
From eGovernment to Smart Government 7
Confidential - Category C
Source: DSG (Dubai Smart Government Department)
ESS Benefits and Impact
2013
82% Customer
Satisfaction &
85% Customer Trust
Self-Financing
50+ ESS Operational
in 40+ Entities in 10
Years
• One-Stop-Shop Portal for Public Services
• Core Business Focus for Government Entities
• Operational Efficiencies through Cost Savings
• Operational Efficiencies through Automated Processes
• Customer Satisfaction
• Business Intelligence & Decision Support at the Government level
• Ease of Government-level Policies Enforcement
• Reduced Administrative Overhead
• Knowledge Sharing across the Government
• Contribution to ICT Sector Enhancement
• Reduced Carbon Emissions

8. Dubai has achieved significant success in public services eEnablement as well
Services Enablement, Adoption & Quality Status – EoY’2013
From eGovernment to Smart Government 8
Confidential - Category C
Source: G%SS Data, DSG eTransformation Audit, DSG Dubai Government Websites Quality Evaluation, DSG Dubai Government eServices Quality Evaluation

9. ESS Outcomes – Some Facts and Figures
Total Number of ePay Transactions by Year (
31,174 72,384 252,259
2005-2013)
1,444,787
967,235
2,883,396
1,888,370
4,546,865
3,322,278
2005 2006 2007 2008 2009 2010 2011 2012 2013
Total Amount Transacted in ePay (in US$)
by Year (2005 - 2013)
288,682,525
3,414,026 14,099,31657,331,649
699,754,657
424,103,151
1,044,642,476
1,517,252,813
1,197,194,184
2005 2006 2007 2008 2009 2010 2011 2012 2013
mPay Number of transactions ( 2010-2013)
19,433
26,174
36,325
88,988
2010 2011 2012 2013
Total mPay Amount Transacted in US$ (2010 -
2013)
1,759,059 2,084,795 2,324,354
8,590,732
2010 2011 2012 2013
From eGovernment to Smart Government 9
Confidential - Category C
Source: DSG (Dubai Smart Government Department)

10. ESS lessons Learnt & Sustainability Factors
• High level commitment and leadership
• Solid strategy and governance
• Target setting and measurements
• Boosting the skills of staff
• Customer engagement and participation
• Customer trust, confidence & satisfaction
• Reliable high-performance and robust infrastructure, Business Continuity
• Services delivery through Service Level Agreements
• Continuous improvement through enhancements
• Quick wins and early buy-in
• Self-financed through captured cost savings (easier to obtain approvals and funding)
• Private Sector Partnerships
From eGovernment to Smart Government 10
Confidential - Category C
Source: DSG (Dubai Smart Government Department)

11. From eGovernment to Smart Government & Smart City
Dubai as a Virtual & Connected City to Serve its Customers
…..
Comp
B
Services
Comp
A
Services
Comp
..
Services
…..
Gov’t
Entity 1
Gov’t
Entity 2
Gov’t
Entity N
• eEnablement of Public
Services
• Electronic Shared Services
(ESS) for Back-office
Administration
Smart Government
& Smart City
2000 2013
eGovernment (eEnablement of
Government Services and Processes)
Traditional
Government
From eGovernment to Smart Government 11
Confidential - Category C
Source: DSG (Dubai Smart Government Department)

12. Thank you
12