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User satisfaction with digital services

A survey conducted to measure user satisfaction with services provided on the Unified Digital Platform (UDP), showed that digital government services in the UAE facilitate life significantly. 75 per cent of the population use at least one service, once a month. Moreover, satisfaction increases significantly with frequent use of services.

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User satisfaction with services provided on the Unified Digital Platform

In a survey to measure user satisfaction with services provided on the Unified Digital Platform (UDP) in December 2020, the results show that digital government services in the UAE facilitate life significantly. 75 per cent of the population use at least one service, once a month. Satisfaction increases significantly with frequent use of services.

Most used features are finding and accessing information, making payments, applying for services and getting official news. The table below shows user satisfaction with regard to a variety of services.

Service name

Satisfaction (out of 5)
  • Applying for services / renewals (e.g. for services, IDs, papers, documents, permits)

4.29
  • Making payments (e.g. bills, fines)

4.37
  • Finding and accessing information (e.g. policies, processes)

4.36
  • Getting official news, updates and reminders (e.g. emergency, announcements, official news)

4.28
  • Making appointments (e.g. medical check-up, doctor’s visit)

4.30
  • Making deposits / top-up payments (e.g. NOL cards, eDirham cards, prepaid sim cards)

4.33
  • Getting documents attested (e.g. diploma, contract, agreement)

4.18
  • Submitting feedback and/or complaints (e.g. infrastructure issues, service dissatisfaction)

4.28
  • Getting emergency help (e.g. police, ambulance, animal control)

4.19

Demographic breakdown

The survey classified its participants on the basis of occupation, city, age, marital status, gender and residential status as shown below:

Occupation

Professionals
65%
Gov/self-employed
11%
Workers/students
10%
Business owners
8%
Not-employed
6%

City

Dubai
48%
Abu Dhabi
35%
Sharjah
13%
Ajman
2%
RAK/Fujairah/UAQ
1%

Age

Age: 18-24
13%
Age: 25-34
44%
Age: 35-44
34%
Age: 45-54
9%

Marital status

Married with kids
63%
Single
29%
Married
8%

Gender

Males
58%
Females
41%
Undisclosed
1%

Residential status

Residents
83%
Citizens
17%
Updated On :

30 Dec 2024