The United Arab Emirates is home to approximately 10 million people, with millions of tourists visiting the country every year. With a thriving economy and rapidly growing population, the UAE government knows that in order to succeed, it needs to leverage digital technology wherever possible. To do so, it has focused on different digital initiatives with the goal of transforming the citizen experience through technology.
Digital government in the UAE
The UAE Government’s digital transformation initiative: while the government has invested in a significant amount of technology to improve its citizens’ experience of government services, two primary components make up the overall digital government initiative: Citizen Services and Core Delivery System. While Citizen Services can improve a wide range of government services, Core Delivery System (CD) focuses on enhancing customer-facing processes across various ministries. While the focus on technology is consistent with fostering a digital-first government, the UAE’s government is only one of many working on achieving a similar goal.
The UAE’s digital technology strategy
Formerly known as the ADSSSA and ADSIC, ADDA (Abu Dhabi Digital Authority) is responsible for developing its strategy for digital transformation and its investments in the digital economy. Currently, the UAE has one of the fastest-growing digital economies in the world. The government is very actively adopting new technologies to improve transparency, efficiency and increase its citizen experience. Under the direction of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, the government is implementing several strategies to transform its business and economic sector.
Recently, the United Arab Emirates has developed the UAE Strategy for Artificial Intelligence and Emirates Blockchain Strategy. The objective is to transfer government transactions to the blockchain. At the same time, the AI strategy focuses on improving government activities in specific sectors, including technology, transport, health, education, water, renewable energy and the environment. The government is aiming to make public services available to citizens and visitors from the comfort of their homes or mobile devices. According to the 2020 UN EGDI (E-Government Development Index); the UAE is ranked 21 out of 193, maintaining its position of being amongst the 25 leading countries. This index measures the readiness and capacity of national institutions to use the information and communications technologies to deliver public services.
Impact of new technologies on citizens
By 2025, the UAE aims to have 100% of its citizens with a fast internet connection and a secure digital infrastructure. With this initiative comes the opportunity to leverage data insights in order to better serve citizens. Thus, the new UAE’s National Digital Government Strategy is drafted in eight dimensions, aimed to leverage The OECD Digital Government Policy Framework and tailored to fit the UAE’s developmental plan in the post-pandemic era. The eight dimensions are:
- Leaving no one behind
- Resilient
- Fit for the digital age
- User-driven
- Digital by design
- Data-driven
- Open by default
- Proactiveness.
Putting people at the centre of digital transformation
As part of this digital initiative, the UAE is taking different initiatives to modernise government agencies, increase the efficiency of government services and improve customer service. The UAE government is also aiming to create a public data pool with government departments collaborating on various issues. By setting up a web of government data that anyone can use, the government is helping citizens access information faster, thereby enhancing their trust and awareness about digital public services. Moreover, in response to increasing privacy and security concerns, the UAE has developed a digital identity system for residents called the UAE ID, which can be used to:
- to get government services
- to vote in the elections of the Federal National Council
- as a travel document for UAE citizens to travel within the GCC
- as a document to pass immigration through the eGates and smart gates at several airports in the UAE.
The Prime Minister of the UAE and Ruler of Dubai, H.H. Sheikh Mohammed bin Rashid Al Maktoum believes that the UAE needs to focus on digitalisation to reach the next level of development. He aims to make UAE a model for the rest of the world in business, education, government, and technology.
Sources:
https://u.ae/en/about-the-uae/digital-uae/uae-mgovernment-initiative
