What was the brainstorming about?
In May 2013 His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister and Ruler of Dubai launched the Smart Government initiative, calling for all the transformation of all government services into smart ones that are provided through mobile phones. His highness gave the government entities two years to achieve that goal on the federal level.
Instantly, the government entities began to work as one team, starting from status analysis and defining gaps. A two-year roadmap was designed and approved as per the higher directives, in which the focus was on the high priority services that could be transformed within the deadline.
By May 2015, a report was submitted to the Prime Minister Office showing that the government entities succeeded in meeting the targets.
As a result of that achievement, His Highness called for holding a brainstorming workshop with vast participation from the government to explore the future steps on the smart transformation path. His Highness said: “"Work teams managed to complete the shift to m-Services. The next stage is to link all services together, improve the quality of smart applications and achieve a high satisfaction rate for smart services. The report also explains that the low numbers of users of some m-Government services were attributed to low awareness of users and sometimes to the difficulty to use these services."
1000 government official discussing the future
Presided by his highness, 100 government deputies, Directors-General and officials of smart government services held a brainstorming session to discuss the most important ideas for the development of smart government services and its infrastructure as well as to promote its usage and enhance the quality of its applications.
The discussions focused on the future stages, namely how to set new goals in terms of service integration, usage, and quality and customer satisfaction.
His Highness Sheikh Mohammed pointed out that there is a need to review some legislation and government measures to facilitate the work of smart government and raise the efficiency of its services, saying that the next phase requires a comprehensive review, and continuous evaluation and classification of the services quality.
During his participation in the meeting, which was attended by Mohammed bin Abdullah Al Gargawi, Minister for Cabinet Affairs and Chairman of the Higher Committee for Smart Government, His Highness said that the smart employee is the source for providing smart service and customers need a lot of service channels to suit their different circumstances.
The session was attended by Khalifa Saeed Suleiman, Director-General of the Department of Protocol and Hospitality in Dubai, Ohood Al Roumi, Director-General, Office of the Prime Minister, Hamad Obaid Al Mansouri, Director-General of UAE Smart Government, and Hessa Essa Buhumaid, Executive Director - Government Services Sector - Prime Ministers Office, along with a number of officials and dignitaries.
Participants at the ‘innovation lab’ — organised at the Mohammed bin Rashid Centre for Government Innovation with the aim to boost government services — recommended the establishment of a ‘Customer Experience Lab’. The lab will determine customers’ needs and measure services usage ratio. Participants affirmed the importance of surveying customers about the kind of services they need and their expectations, which will help usage of smart services to 80% by 2018.
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