The digital government indices project involves measuring the achievement of the entities in the field of digital transformation. This project is important to evaluate the level of readiness of the UAE Government to provide round the clock digital services in a secure environment. This page highlights the purpose of the project and the indices that depict the UAE's digital transformation and the entities responsible for each index.
In 2021, TDRA measured the quality of 363 services provided by the UAE Government to individuals and businesses. These services are feasible for digitisation and provided by 33 federal entities via 33 websites.
TDRA used the indices of the digital government enablers to measure the percentage of digital transformation. The following table shows the indices used, and the percentage of compliance of the services with regard to each of the indices.
Indices |
Score (in %) |
Percentage of digital transformation of the government services |
98.59 |
Usage of digital government services |
74.58 |
Public awareness of digital service |
88.32 |
Quality of digital websites |
87.86 |
Quality of digital services |
80.88 |
Usage of the digital enablers |
89.20 |
Source: Results of Digital Government Enablers Indices- 2021 (PowerPoint 14 KB, available in Arabic only).
The digital government indices project corresponds to the directives of the Prime Minister’s Office, and the Telecommunications and Digital Government Regulatory Authority (TDRA) in its capacity as the enabler of the digital government and digital transformation in the UAE.
The project also corresponds to the guidance of the UAE’s leadership which stresses the necessity to continue working as a unified national team with all federal entities in order to achieve Vision 2021 and the National Agenda that aims for the UAE to be at the forefront of the world in electronic and mobile services index.
TDRA seeks to enable the federal entities to achieve excellence in the indices of the digital government enablers and improve the quality of their digital services services and presence through:
The digital government enablers represent a comprehensive work system implemented by Telecommunications and Digital Government Regulatory Authority (TDRA) under the supervision of the Prime Minister’s Office in Ministry of Cabinet Affairs. These enablers aim to measure and improve the level of customers’ experience in using digital services in the UAE.
TDRA monitors and measures the development of government entities digital services according to six indices/enablers which are carefully studied to achieve the national goals. These indices are:
level of digital services compliance with integration index.
This system is part of the projects under the national plan to support digital government initiative. It seeks to ensure the pioneering role of the UAE in realising a digital government that makes the community happy with its fast services. These indices aim to raise the per cent of digital service users to 90 within two years and the satisfaction of the people as per the UAE Strategy for Government Services.
The evaluation team measures the level of digital transition of government services and their level of quality in order to ensure customer satisfaction with the provision of easy, simple and high-quality services. The team then measures the level of public awareness about these services in order to increase customers' awareness and ultimately the usage of these services.
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Following is a list of the departments which handle the digital government enablers. These departments may differ from one government entity to another according to the organisational structure and work mechanisms in each.
The responsibility of following up on the indices depends on the entity and the tasks of the respective department/section. In general, all departments have a role in all indices, including the departments referred to herein below:
Percentage of digital transformation of the government services
Percentage of digital government services usage index
Level of public awareness about the digital services index
Percentage of government websites’ compliance with digital websites quality index
Percentage of government service compliance with the quality of the digital services indices
Percentage of usage of digital enablers
In line with the concepts of happiness and innovation introduced in the UAE, new methodology and mechanism have been established to monitor and measure the enablers of digital transformation for 2016.
The concept ‘Innovation degree’ was introduced to be applied to standards used for measuring the indicators of the enablers of digital government. This concept aims to motivate employees of the federal entities to think out of the box to provide the best services to the public. It also aims to collect innovative ideas to make customers happy and encourage them to use digital services.
The new mechanism aims to open the way for positive competition among federal entities to achieve excellence in providing digital services. It motivates them to innovate in applying standards used for measuring the indicators of the enablers of digital government.
The following table defines the most important terms used in assessing the indicators of the enablers of the digital government:
Term |
Definition/Description |
Enabler entity |
It is the federal entity assigned by the UAE Cabinet to manage the standards of government enablers approved for the strategic planning of each cycle |
Digital government pillar |
It is the third of government enablers’ indicators for the strategic planning cycle used to measure digital government enablers. |
Digital government enablers and indicators |
They are strategic and operational indicators used to measure the maturity of digital services of federal entities and their ePresence. They include six indicators as follows:
|
Scope of evaluation |
It refers to official government electronic services and websites subject to evaluation under the approved indicators of the enablers of digital government. |
Services worth digitizing |
They are the most important and impactful services for government customers. Government entities must focus on these services while developing their programmes and projects. Priority services can be determined by conducting a feasibility study that takes into consideration the importance of the service, the number of customers using it, the number of annual transactions, and a comparison between the cost of transforming the service and the return of investment. |
Evaluation Committee of digital transformation |
A group of employees assigned by Telecommunications and Digital Government Regulatory Authority, in its capacity as the enabler of digital government for strategic planning, who measure the level of commitment by the federal entities to apply the indicators of the enablers of digital government. |
Evaluation committee |
A group of officers assigned by TDRA, as enabling entity of the digital government aspects for strategic planning cycle, who review and verify the level of commitment of the federal entities to the application of the indicators of the enablers of digital government. |
Audit team | A group of officers assigned by TDRA, as enabling entity of the digital government aspects for the strategic planning cycle, who review and verify the evaluation result of level of commitment of the federal entities to the application of the indicators of the enablers of digital government. |
Arbitration committee |
A joint committee between TDRA and Prime Minister’s Office (PMO) in charge of reviewing and responding to the entities’ complaints, based on the response of the audit and evaluation team. |
Evaluation process |
Measuring the level of federal entities commitment to apply the indicators of the digital government enablers. |
Evaluation period |
The time spent to evaluate the federal entities' commitment to apply the indicators of the digital government enablers. |
The ‘Percentage of usage of digital enablers’ index aims to lead federal entities to complete the integration of their government services with the support of digital government enablers. These enablers comprise joint digital government systems and infrastructure, which the federal government developed to facilitate connectivity and digital transformation in the UAE.
The index includes all the digital government enablers involved in enabling the federal entities to develop digital and proactive government services. Hence, while the federal entity is managing to provide digital services, it should apply a system that is compatible with these enablers, as indicated in the UAE’s ‘Digital Customer and Digital Government Service Policy’.
One of the enablers is the ‘service integration’ indicator. It includes the following three tracks:
1-Infrastructure - it is based on linking with FedNet as the main network for all local networks in the UAE.
2-Secure services – a secure service is based on the Single Sign-On (SSO) service that federal government entities need to connect to, so that users can access all government services through a single username and password. Secure services include:
3-Services’ interconnection that includes:
The whole integration operation is managed by Telecommunications and Digital Government Regulatory Authority (TDRA).
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