Measurement and Evaluation in Dubai eGovernment

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Measurement and Evaluation in Dubai eGovernment
Dubai, March 12th , 2006

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Agenda

• Measurement Aspects
• Public eServices Strategic Measurements
• Measurement of Customer Focus Attributes
• Measurement of Operational Efficiency Attributes
• DEG Agency Level Measurements
• DEG Project Level Measurements
• Measurements in 2008 2015
• Lessons Learnt

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Measurement Aspects
DEG conducts measurements and evaluations at the
initiative, organization and project levels
Dubai eGovernment Initiative
eServices Strategic Progress Monitoring
Government Dept 1
Government Dept 2
DEG
DEG Projects
.
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eServices Strategic Progress Monitoring
Globally competitive and sustainable eServices
require customer focus and productivity
Customer Focus
eEnablement
Globally Competitive Government Customer
Focused and Efficient
High Quality eServices
Awareness
Usage
Operational Efficiency
Satisfaction
Synergies Capturing through common
services
Administrative Simplification
Source Dubai eGovernment Bayt Al Khebrah
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Customer Focus, eEnablement
eGovernment enables services to be provided over
innovative channels
Services eEnablement and Rating by Stage
2200
90
1600
100
76
57
Target for 2005 70
Number of Total services
Number of online services
Target EOY07
Completion Rate
Source Dubai Government Departments, DEG GeSS
System
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Customer Focus, High Quality eServices
eServices quality plays a key role in achieving
customer focus in eGovernment
eServices Quality
Web Site Quality Evaluation
eServices Quality Evaluation

• 30 evaluation criteria were identified for
  government websites
• The criteria include content, usability, common
  look feel and other general issues

• eServices are categorized into informative,
  interactive and transactional services
• 40 evaluation criteria were identified
  depending on the category of eService

In Progress
Source Dubai eGovernment
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Customer Focus, Awareness
eServices awareness is the first step in
achieving adoption
100
69
60
54
46
40
31
0
Expatriates
UAE Nationals
Total
Dubai eGovernment needs to conduct targeted
marketing campaigns to increase the awareness of
eServices
Source Dubai eGovernment Market Awareness
Survey, Q406
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Customer Focus, Usage
Increasing the usage of eServices is critical to
achieve returns on investment
There is a potential to improve the usage of
services
Source Dubai eGovernment Market Research
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Customer Focus, Usage
Usage of eServices by different customers
segments should be targeted
Usage patterns vary by customer segment
Source Dubai eGovernment Market Research
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Customer Focus, Satisfaction
eServices customer satisfaction will increase the
adoption of eGovernment
Customer satisfaction, usage and awareness point
to potential improvement areas for Dubai
eGovernment
Source Dubai eGovernment Market Research
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Operational Efficiency, Synergy
Synergistic services will increase the efficiency
of eGovernment
Synergistic eServices Usage
Source Dubai eGovernment Management Dashboard
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Operational Efficiency, Synergy
Dubai eGovernment has achieved cumulative cost
savings of 71.3mDhs by implementing its
synergistic eServices by the end of year 2006
71.3
71.3
ePay 2.3
Other Organizations 35
eHost 20.2
askDubai 7.8
Government Departments 36.3
eJob 15.0
mDubai 26.0
Cost Savings by Synergistic eService
Cost Savings by Organization Type
Note Cost savings include capital and operating
expenditure savings accrued until 2007 from the
implementation date
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Operational Efficiency, Administrative Reforms
There is a robust business case for eGovernment
Customer Expenditures
Government Expenditures
eServices Total Costs
eServices Total Benefits

• Total Additional OPEX Cost for eServices
  (development, maintenance, managed services,
  training, etc)
• Total Additional CAPEX

• Customer and Government Cost Savings
• Shorter Service Delivery Time
• Customer Convenience, Participation and
  Satisfaction
• Transparency and Accountability

• Parking
• Gas
• Time
• DEG estimates that customers spend 70 AED per
  visit for government services

• Reengineering of government services can create
  5 15 operational efficiencies
• Operational efficiencies of 0.19 0.57 bn AED
  can be achieved

Source Dubai eGovernment Bayt Al Khebrah
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eServices Strategic Progress Monitoring by
Government Department
Dubai eGovernment has adopted a strategic
eServices evaluation approach for the Government
Departments
ILLUSTRATIVE
COMPLETED
IN PROGRESS - 2007
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DEG Agency Level Measurements
Dubai eGovernment eServices 2007 Strategy Map
Achieve Further Cost Savings by Providing
Synergistic Services
Enhance Operational Efficiency by Automating
Administrative Processes
Improve Financial Efficiency by Tracking and
Monitoring of Budget Expenditures
Financial Perspective
Deliver Customer-Focused Quality Services
Ensure Availability of Services through Multiple
Channels
Enhance Customer Satisfaction Awareness
Foster Customer Trust Confidence
Create Brand Awareness
Customer Perspective
Customer Satisfaction
Relationship
Image
Adopt High Quality Project and Product Management
Practices
Increase Usage of Synergistic Services in the
Government
Conduct Strategic Audit and Evaluation of
eServices
Conduct Targeted Marketing Activities
Enhance Internal Technology Infrastructure and
Services
Internal Process Perspective
Enhance Requisite Staff Skills Competencies
Leverage and Streamline DEG Systems
Enhance Strategic Alignment
Competency Perspective
Organization Capital
Human Capital
Information Capital
Source DEG
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DEG Agency Level Measurements
Balanced Scorecard Financial Perspective
ILLUSTRATIVE
Financial Perspective
Source DEG
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DEG Agency Level Measurements
Balanced Scorecard Customer Perspective
ILLUSTRATIVE
Customer Perspective
Source DEG
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DEG Agency Level Measurements
Balanced Scorecard Internal Perspective
ILLUSTRATIVE
Internal Perspective
Source DEG
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DEG Agency Level Measurements
Balanced Scorecard Competency Perspective
ILLUSTRATIVE
Competency Perspective
Source DEG
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DEG Project Level Measurements
Dubai eGovernment has established a Program
Management Office to track its projects and
various KPIs and measures
Program
Management
Office
DEG
Projects
Management
Tracking
Dashboard
Source DEG
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DEG Project Level Measurements
We have converted our strategies to individual
projects
Projects to Achieve Our Strategy Map

• Project 1
• Project 2
• .
• We have created 58 projects for 2007 together
  with resource assignments and timelines

Conversion to Projects
Source DEG
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DEG Project Level Measurements
What gets measured gets done
Percentage of Projects with different statuses
during 2006

• Green Projects Compliant with DEG Policies
• Yellow Project Charter is Missing
• Red Missing Information in PMO
• Blue Projects not started yet.

Source Dubai eGovernment PMO (Program Management
Office)
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Dubai eGovernment will enhance its measurement
and evaluation approach with the new planned
evaluations after 2007
COMPLETED
IN PROGRESS for 2007
Additional Evaluations Planned for 2008 - 2015
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Lessons Learnt and Next Steps

• Measurements and Evaluations (ME) play a
  strategic role in the management of Dubai
  eGovernment initiative
• ME can be used a tool for aligning eGovernment
  initiatives
• ME mobilizes change and enables communication in
  eGovernment
• ME can be applied at the initiative, agency and
  project levels
• ME can be used as a benchmarking tool as well

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• Thank you