Information about G2G services

This page provides a brief about the G2G services offered by the UAE Government and the ways to avail them.

 

  1. Federal Network and cloud services
  2. Centre of Digital Innovation
  3. mSurvey
  4. Evaluation of mTransformation
  5. Guidelines documents
  6. The UAE mGovernment App Store

 

AnchorFederal Network and cloud services

Federal Network (FedNet) was launched in line with the National Plan to Support mGovernment Initiative, which complies with the UAE Vision 2021.

 

The mission of FedNet is to provide an efficient and secure means of delivering mGovernment services to entities and individuals in the UAE. 

 

The primary objective of FedNet is to connect all Federal Government related entities with each other and provide seamless, safe, durable and ongoing connectivity between the entities using a private common infrastructure. 

 

FedNet is operated from two locations; Production Data Center is located in Dubai and Disaster Recovery Center is located in Abu Dhabi. This provides an operational benefit to government entities with regard to hosting and maintaining data centres and supports hyperlink contention among all federal entities.

 

The project is divided into two main phases. The first phase involves building FedNet's technical centre and the second phase involves rolling out the pilot exercise to measure connectivity.

 

FedNet includes the following services:

  • G2G connectivity
  • Shared government internet
  • Infrastructure event management
  • Software as a service/shared government eMail
  • Infrastructure as a service
  • Security event management

 

Useful links:

 

Centre of Digital Innovation

Centre of Digital Innovation (CoDI) is a key platform for facilitating digital innovation and achieving mTransformation towards a smarter future. 

 

CoDI coordinates with pioneering organisations and technologists and connects them with UAE entities, who seek to achieve the ultimate goals of the UAE mGovernment. It provides training, consultation and laboratory services.

 

Key services of CoDI

  • Training

CoDI offers training programmes for government employees, university students and job seekers. It provides insights to enable the participants realise the potential of the mGovernment through hands-on training and guidance about various smart applications and development of services.

 

The training sessions tackle subjects related to the management of mobile services, the assurance of the IT efficiency and infrastructure, the security and development of applications.

 

Training is conducted through on-site classes, online seminars and self-paced eLearning. Distant learning methods availed by CoDI programmes enable CoDI instructors to reach out to learners within government entities and avoid the need for actual presence in the classrooms.

 

Visit the training portal of CoDI.

 

  • Lab

The lab provides testing and verification on the quality and security of mobile applications and their measurable impact on mobile application projects tackled at the federal and local levels.

 

The lab provides the government entities with full reports on the testing results of the applications, as well as, feasible information to help in fixing any related technical issues in a safe manner, before use.

 

It uses various automated testing mechanisms such as compatibility test, binary analysis test, static code analysis, dynamic analysis test, anti-reverse engineering test and load test.

 

The mobile application tests use Android, iOS, Blackberry, Windows phone and mobile web platforms. Total mobile application tests amounted to 153, up until 2015.

 

  • Consultation

CoDI facilitates the exchange of innovative ideas and initiatives between government entities and individuals. It provides consultation services through various channels such as meetings, video conferencing and social networks.

 

It connects the government and experts in the field with project managers and developers who are working to support the UAE mGovernment Initiative.

 

AnchormSurvey

The TRA added mSurvey to its existing bunch of services and made it accessible to government entities that seek to measure customer satisfaction in a systematic and intelligent way anytime, anywhere.

 

The TRA developed a dedicated portal (msurvey.government.ae), an app and an API for mSurvey. Surveys can be conducted through these channels, which generate comparative and analytical reports.

 

The mSurvey service aims to:

  • create one platform for all surveys conducted by the UAE government entities
  • provide mSurvey as a service (Software as a Service, SaaS) which is consistent with cloud services
  • enable government entities to reach wider segment of the target audience and develop services based on customer interaction and achieve customer happiness

 

Features of the mSurvey portal:

  • better user experience compared to that of competitors
  • distinctive design and easy to use
  • ability to create separate platform for each entity
  • ability to publish surveys through desktop and smartphones
  • ability to upload surveys on the entities' smart apps
  • ability to create initial reports for surveys and interpreting results
  • ability to extract results from the system in various file formats
  • provides security and privacy to governmental entities
  • ability to use various types of questions: multiple choice, star rating, text answer etc.
  • enables government entities to use their logo

 

Federal and local entities can avail the service by contacting the eServices and mServices team in the Information and eGovernment Sector-TRA.

 

AnchorEvaluation of mTransformation

The Information and eGovernment sector at the TRA evaluates the transformation process of federal entities with regard to their services; the sector evaluates how well the entities are transforming to provide priority services through electronic channels, mobile phones and smart devices.

 

For the purpose of evaluation, six mGovernment enablers have been identified and set as criteria; as a part of the strategic cycle 2014-2016:

  • electronic/mobile transformation of federal government services
  • use of electronic/mobile Government services
  • customer satisfaction with electronic/mobile services
  • public awareness of electronic/mobile services
  • quality of websites
  • compliance of government entities with electronic/mobile service quality standards

 

First enabler: Level of electronic/mobile transformation of federal government services

This indicator measures the level of electronic/mobile transformation of government services from initiation until full readiness; online and on mobile devices, to be offered to customers in a full electronic/mobile way. The process is based on the electronic/mobile service maturity index (GEMS)-track 1 (service availability and efficiency), in accordance with the definition acknowledged by United Nations–Economic and Social Commission for Western Asia (UN-ESCWA).

 

Method of measurement

The electronic/mobile transformation ratio is calculated on entity level i.e. the total percentage of priority government services apt for electronic/mobile transformation is divided by the total number of priority services apt for electronic/mobile transformation in the entity.

 

Electronic/mobile transformation ratio of the government is carried out by calculating the total percentage of priority government services apt for electronic/mobile transformation in all federal entities divided by the total number of priority services apt for electronic/mobile transformation in all federal entities.

 

Second enabler: Percentage use of electronic/mobile government services

This indicator measures the number of individuals and businesses using the electronic/mobile services offered by the federal entities. The process is based on the maturity level of electronic/mobile services (GEMS) - track 2 (the usability of the service and customer satisfaction), in accordance with the definition acknowledged by UN- ESCWA.

 

Method of measurement

Each service is measured individually by calculating the number of electronic/ mobile transactions done in a specific period, compared to the total number of all manual, electronic and smart transactions gathered from all available channels in the same period. Then, the result will be compared and benchmarked with an international value, which represents the percentage use of electronic/mobile services worldwide.

 

Third enabler: Level of customer satisfaction towards electronic/mobile government services

This indicator measures customer satisfaction (individuals and businesses) towards electronic/mobile services rendered by the federal entities. The process is based on the maturity level of government electronic and mobile services (GEMS) - track 2 (the usability of the service and customer satisfaction), in accordance with the definition acknowledged by UN- ESCWA.

 

Method of measurement

Customer satisfaction (of individuals and businesses) is measured towards each service by calculating the percentage values of customer satisfaction gathered from electronic/mobile channels data. Then, the values of each service are combined, followed by gathering the results of all electronic/mobile services of the relevant entity, hence concluding the results of each entity by itself. Afterwards, the results of all federal entities are collected to calculate findings on the level of all electronic/mobile services.

 

Fourth enabler: Level of awareness of electronic/mobile government services

This indicator measures the level of public awareness of the electronic/mobile services offered by the federal entities. The process is based on the maturity level of the government electronic/mobile services (GEMS) – track 3 (public awareness), in accordance with the definition acknowledged by UN- ESCWA.

 

Method of measurement

The level of public awareness of electronic/mobile services is measured by gathering the results of all electronic/mobile services of each entity.  Afterwards, the results of all federal entities are gathered to calculate findings at the federal level.

 

Fifth enabler: Assessing the compliance of federal websites with quality standards

This indicator measures the quality level of a federal government website in terms of its adherence to quality standards developed by the Information and eGovernment Sector. The benchmarks include:

  • domain and hosting
  • design and architecture of the website
  • accessibility and usability
  • content
  • eParticipation and social media tools
  • marketing
  • information protection and security

 

Evaluation process for the above benchmarks may contain other sub-themes.

 

Method of measurement

The indicator results for the government are calculated by totalling the compliance percentages of all federal entities' websites with the quality standards of websites, divided by the number of federal entities.

 

For each individual entity, the result of the compliance percentage of the entity's website is compared with websites quality standards.

 

Sixth enabler: Compliance with quality standards of electronic/mobile services 

This indicator measures the quality of electronic/mobile services in terms of adherence to quality standards developed by the by Information and eGovernment sector. The quality of each service is measured individually on the basis of six categories:

  • online usability
  • information quality
  • reliability
  • responsiveness
  • assurance of privacy and security
  • customer service and web 2.0 tools

 

Method of measurement

To calculate the indicator's results by entity, compliance results for the entity's electronic/mobile services are averaged. The same is done at the local level for each local entity.

 

To calculate it for the government, compliance results for all government electronic/mobile services are averaged.

 

Federal and local entities can get the service by contacting electronic/mobile services team in the by Information and eGovernment sector-TRA.

 

Guidelines documents

The following documents are developed for UAE government entities. They offer recommendations on improving the quality of services, communication with public, website user experience, social media usage and implementing an effective open data practice. These guidelines support the transformation into mGovernment in accordance with the best international standards and ICT based applications and services.

  • Mobile Government Guidelines

The document presents recommendations on how to prepare for the mobile transformation. The document tackles the aspects of readiness, the challenges and the method of selecting services for transformation according to priority. The document also outlines security procedures related to applications, networks, data and a safe payment system for mGovernment services.

  • Web Content Guidelines

The document highlights the general conditions required on federal websites and provides tips on managing the official websites and portals of the ministries, authorities and institutions.

  • Open Data Guidelines for Government Authorities in UAE

It demonstrates a set of guidelines, which the government entities must observe when adopting open data policies on their websites.

  • Government eServices Quality Criteria–2014

It highlights six criteria for assuring and improving the quality of government eServices: online usability, information quality, reliability, responsiveness, assurance of privacy and security and customer service and web 2.0 tools.

  • Federal Website Evaluation Criteria–2014

All federal websites must meet certain criteria to fulfil their role of official media providing government services and information. The federal websites are evaluated every year on their compliance to the criteria in this document, which are: domain and hosting, site architecture and design, usability and accessibility, content, social media and eParticipation, marketing, and security and information protection.

  • UAE Federal Government Web Guidelines

Ministry of Cabinet Affairs issued this document aiming to realise 11 key objectives that ensure consistent quality across all federal government websites. The guidelines are in accordance with the international standards that facilitate accessibility and usability.

 

Useful links:

 

The UAE mGovernment App Store

To facilitate easy access to government services, the UAE mGovernment launched the UAE mGovernment App Store. The App Store called ‘UAE Government Apps', contains a list of all the UAE Government apps--over 300, developed by local and federal entities. The apps can be searched by sorting by emirate or entity.  It is available on Android and iOS platforms.

 

The UAE Government Apps is one of the main platforms for promoting awareness and usage of government applications as part of people's daily lives. It has been tested in the mGovernment Lab and provides a safe and secure way of accessing government services. It has a section for visitors which provides them information about services they might need prior to and during their visit to the UAE.

 

Useful links: