The number of
participants in the
Survey
1,100 people
The
sample of
respondents
in terms
of age
16 - 18
29 - 28
29 - 35
36 - 44
45 - 51
order to exceed their expectations and
deliver government services to them any-
time anywhere through the optimum use
of modern applications, saving their time
and effort.
Participants in the study were divided
into five categories in terms of age, rang
-
ing from 16 to 51 years and older (55%
male, 45% female) and covered the vari-
ous emirates. Emiratis represented 45%
of the respondents while 27% were Arab
residents and 28% belonged to other na-
tionalities.
Payment of traffic fines, electricity bills
and identity card services are of the most
important services required to be pro
-
vided via mobile phones. The Emirates
Identity Authority, Ministry of Interior and
Federal Electricity and Water Authority
(FEWA) topped the list as the most impor-
tant entities preferred for mobile services.
Thestudymethodology reliedon fourmain
themes, focused on the requirements of
the present as well as future customers
of the mGovernment in the UAE. These
are in terms of identifying the behaviour
of current mobile phone users, identifying
mobile phone users’ categories, in addi-
tion to identifying the most needed mobile
services and its specifications.
The study showed that the UAE repre-
sents an ideal environment for a shift to-
wards mGovernment. New technologies
in smart phones and devices are well uti-
lized. 90% of smart-phone users believed
it is simple to upload smart applications to
their devices.
The study found that the majority of the
categories of customers, representing
45%, are supportive of the mGovernment,
demonstrating the highest degree of incli-
nation towards the use of mServices. This
segment also expressed comfort in using
their devices to obtain information and
conduct transactions relying on advanced
technologies.
The category of “realists” of all age groups
and both genders in the study came sec-
ond representing 30% of participants,
showing that despite the availability of
technology they prefer to go to the gov-
ernment entity to obtain information about
services and conduct transactions. They,
however, confirmed their interest in mo
-
bile applications, particularly for services
related to traffic.
The “technical” category, which mainly in-
cluded young people aged 16 to 22 years
and who were most familiar with technol-
ogy, ranked third, accounting for 15% of
the participants. This category showed
the highest degree of support for the use
of applications and websites to gather
information or conduct transactions with
government bodies.
The category of “conservatives” which
ranked last made up 10% of the partici-
pants, majority of whom were females
and older age groups. They expressed
their preference to visit government of-
fices to gather information and conduct
transactions.
The payment of traffic fines, the issuance
or renewal of ID card, payment of electric-
ity bills, the issuance or renewal of driv-
ing licence, services related to visas, and
the issuance or renewal of health card
and payment of parking fee were the top
services which customers preferred to get
through mobile phones. These services
are characterized by their frequency as
participants said they would download
applications for services that are required
more than 4 times yearly.
The study indicated that the favorite chan-
nels to access the service was SMS, pre-
ferred by 73% of participants, followed by
web-enabled mobile devices, and finally
smart applications by 47%.
27
March
2014
