dubai municipality s - united...
TRANSCRIPT
www.dm.gov.ae
Dubai Municipality’s e-Government Initiative
Eng. Hussain Nasser LootahActing Director General
Chairman of Dubai Municipality e-Government Steering Committee
June 2006
www.dm.gov.ae
Agenda
E-Government Objectives
Achievements So Far!
Critical Success Factors
Implementation Approach and Plan
www.dm.gov.ae
E-Government Objectives
Achievements So Far!
Critical Success Factors
Implementation Approach and Plan
www.dm.gov.ae
Electronic Government
Our E-Government ObjectivesDubai Emirate
DubaiMunicipality
Customers
Achieve a balanced •economyAttract global •organizations by providing them with better servicesCompete with regional •governmentsReduce costs in provision •of government servicesGenerate enough revenues •to cover costs and become “self-financing”
Improve customer service•Improve our processes•Reduce costs•Increase revenues•
Quick and easy access to accurate •information (24*7)Efficient resolution of complaints, •issuesElectronic exchange of documents, •formsReduced need for physical •presenceTransparency of internal •proceduresFaster processing of transactions •with the Government
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E-Government Objectives
Achievements So Far!
Critical Success Factors
Implementation Approach and Plan
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Services Prioritisation Process
e-Gov Value to DM
e-G
ov V
alue
to C
usto
mer
Low High
Low
Hig
h 1
4
?
?Search for
“Quick Wins”
Service Complexity
Serv
ice
Visi
bilit
y
Low High
Low
Hig
h QuickWins
4?
?
Where Do We Start?
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Strategy Process TechnologyPeople
Strategy
Process
Technology
People
AnalyseProcesses(AS IS)
DefineProcesses(TO BE)
DefineSystems
Req.
DesignSystems
DevelopPrototype
ImplementOrganisation
Changes
ConductUser
AcceptanceTests
RefinePrototype
ProvideTraining
Start Launch
Refinesystems
CompleteLaunch
Market Service
Our Implementation Approach
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Timeline 2001 2002 2003 2004 2005
Set-upE-Government
Foundation
EstablishE-Government
Presence
Extend E-Government Channels
Sustain E-Government Model
ExtendE-Government
Services
Program-wide Milestone Check Point Stage
High Level Transition Plan
Implement Phase 4 of e-Government initiative•Revamp the e-government IT infrastructure•Review DM’s e-government strategy through 2007•Continue focusing on integration initiatives•Establish new delivery channels such as mobile devices•Integrate all delivery channels•
Implement e-Government Project- Phase 4 (27 •new services)Review e-Government Strategy•
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E-Government Objectives
Achievements So Far!
Critical Success Factors
Implementation Approach and Plan
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Some of our online services
Building services
PublicBusinesses
Directory of Services
Health Certification – Veterinary services
Health Certification – Dubai Municipality Clinic
Health Certification – Food Control
Dubai Central Laboratory – Certification and Calibration
No Objection Certification
Dubai Central Laboratory – Food Tests
Dubai Central Laboratory – Engineering Material Tests
Dubai Municipality Portal
Target usersService
www.dm.gov.ae
Some of our online services
PublicBusinesses
Online user management
Parking fines enquiry services
Revenue collection for hotels; etc
Hazardous waste management services
Online recruitment services
Publication of statistical information
Provision of Dubai plans (Site Plans)
One stop inspection and fines enquiry
News Clips and newsletter services
Target usersService
www.dm.gov.ae
Click to add text•
Some of our online services
PublicBusinesses
Online Trade Activity Inquiry
Recreational Fishing License
Waste Disposal System
Surveyor’s Certification
Right Of Way Coordinates
Gate Level Computation
Geodetic Data System
Land Allocation Service
Online Planning Permits
Target usersService
www.dm.gov.ae
Click to add text•
Some of our online services
PublicBusinesses
Swimming Pool Design Approval
AlMamzar Park Chalets
Building Waste Collection Services
Importation Of Toys Clearance Service
Swimming Pool Reporting
Environmental Clearance For Industrial Projects
Transportation Of Soil
Permit To Visit Wildlife Sanctuaries
Target usersService
www.dm.gov.ae
Achievements So Far!
Re-engineered, developed and deployed•New DM portal (bilingual)–
Directory of Services providing useful information on 50 services–
93 informational services–238 transactional services (average of 17,000 transactions per week)–Engineering services for contractors and contractors, laboratory testing –services, services for food traders and food handlers, public services such as parking fines payment, etc.Secure Online Registration Service–
Online payment facility through credit cards and e-Dirham Card•
Introduced email and SMS as customer communication channels•Launched our free e-Service Training programme for external •customers
381 Online Services
More than 1.6 million online transactions
Over 17,000 registered business users
Over Dhs 14 million collected through e-payment
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Online Transactions
1,62
4,44
7
1,68
2,12
0
1,74
1,36
7
1,79
9,74
4
1,85
9,43
1
1,92
6,85
6
1,99
0,55
9
2,05
9,66
7
2,12
0,01
8
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
May-2005
Jun-2005
Jul-2005
Aug-2005
Sep-2005
Oct-2005
Nov-2005
Dec-2005
Jan-2006
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Strategic Initiatives Completed projects
Dubai Municipality website redesign
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Strategic Initiatives Completed projects
Collection of real estate & commercial fees (5% service)
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Strategic Initiatives Completed projects
Unified No Objection Certificates with Etisalat & DEWA
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Strategic Initiatives Ongoing projects
E-Government Project- Phase 4 (27 services)
Provisioning of planning permits•
Environment approvals for industrial projects•
Waste management services•
Product testing services•
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Strategic Initiatives Ongoing projects
Building permits and control services
Issuing new building permits•
Modifications on existing permits•
Issuing of completion certificates•
Building inspection and auditing services•
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E-Government Objectives
Achievements So Far!
Critical Success Factors
Implementation Approach and Plan
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Critical Success Factors
Focus on customer requirements•Concentrate on “Quick-Wins”•Changing employees’ mind-set•
Service-oriented–Thinking like a business–E-Government is not only an IT issue–Training–
Ask the ‘WHY’ question•Restructuring the organization when required•Effective Program & project management•Marketing & emphasizing value delivered to customer•Customer Support (Easy User Interface, on-line help, •complaints/suggestions)Robust, scalable IT infrastructure•
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Thank You