The Government Role in improving Service Quality in Public Sector: The Case of the Emirates Identity Authority

Sunday 24 June 2012

The Government Role
in improving Service Quality in Public Sector
Case: Emirates Identity Authority

Customer Service Conference, Sunday – 24 June 2012, Rome - Italy

Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ www.emiratesid.ae
Our Vision: To be a role model and reference point in proofing individual identity and build wealth informatics that guarantees innovative and sophisticated services for the benefit of UAE © 2010 Emirates Identity Authority. All rights reserved

Presentation Content

• Introduction: Emirates Identity Authority
• Service Quality ?
• UAE e-Government Strategy 2012-2014
• Federated Architecture to improve SQ.

Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved

About Emirates Identity Authority

Emirates Identity Authority is an independent
federal government organization, established by the
presidential decree no. (2) in 2004, tasked to develop
a national identity management infrastructure for
the government of the United Arab Emirates.

The infrastructure is envisaged to support
e-government progress and strategic planning and
decision making in the country. One of the key
components of the infrastructure includes producing
national identity cards to all population in the country;
citizens and legal residents, that will act as the
primary means through which people’s identities will be
identified and authenticated (i.e., through a unique
identification number, smart card, and biometrics).



Quality


Service Quality

• Service Quality is an evaluation of specific
attributes, probes into precise statements on
which the government agency seeks customer
input.

• Satisfaction focuses on a specific transaction
or, in the case of overall satisfaction; it is a
cumulative judgment based on collective
encounters, of emotional reactions to an
experience or collection of experiences.


Service Quality

In a citizen centred government, quality service and
citizen satisfaction become a primary goal.

Service quality focuses on:

• the needs and expectations of customers to
improve products and or services.

• measures the gap between customer's
expectation and how well they rated the
service(s).


Service Quality

What are the
determinants
of perceived
service quality?


Determinants of Perceived Service Quality

© A.| Parasuraman, University of Miami;Authority. berights reserved or disseminated without the author’s permission
Federal Authority ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity not to All reproduced 10

A “GAP” Model of Service Quality

© A.| Parasuraman, University of Miami;Authority. berights reserved or disseminated without the author’s permission
Federal Authority ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity not to All reproduced 11

Service Quality

10 determinants
of Service Quality?



2012-2014


UAE e-government development methodology

Vision:
Advancing the
competiveness of
the United Arab
Emirates through
the application of
world class
practices in all
areas of e-
government.


UAE e-government development methodology

Mission:
Innovative e-
government, committed
to contributing to raising
the competitiveness of
UAE, and provide world-
class, multi-channel
services, that are based
on customer needs,
through an integrated
and efficient
government, benefiting
from advanced digital
infrastructure and
qualified human
resources within an
intelligent government
framework.


Strategic intents, goals, and work themes


Operating Model



Architecture to improve SQ.


e-Government Evolution

Transformation
Joined up
Delivering Value To Citizens

government. All
stages of
Transactions
transactions
Electronic including payments
Limited delivery of are electronic.
Interactions services Applications include
Web Intranets link automated. government portals.
Presence departments Applications New models of
allowing for Email include issue service delivery with
Agency web
contact, access to of certificates public private
sites provide
citizens with online databases and renewal of partnerships
information on & downloadable licenses
rules and forms
procedures

Complexity of Implementation and Technology


Federated Architecture for 3rd Generation eGovernment
focus on accessibility, use of open
standards and open source.

.. information
exchange, efficiency,
good user experience

.. integrating
different e-services is
established with the
federated
architecture

23

Federated Architecture for 3rd Generation eGovernment
focus on accessibility, use of open
standards and open source.
Security
(Trust)
authentication,
digital signing

.. information
exchange, efficiency,
good user experience

.. integrating
different e-services is
established with the
federated
architecture

24

UAE e-Citizen Program

Case:
• Undertaking strategic
initiatives and implementing
numerous ICT projects at
national levels to support e-
Government.

• Key program: National
Identity Management
Infrastructure

• Smart Card: world most
advanced and secure
25

National ID Card: Key Enabler for UAE e-Gov

26

Multi-Factor Factor Authentication

• Smart Card
• PIN
• Biometrics
• Digital Certificates

• Digital Signature

• Time Stamp

27

National ID Card: enabling secure eGov Transactions


National ID Card: enabler for e-Gov
e.g., e-Gate biometric
ID Card: sets corner stone for
authentication, Abu Dhabi Portal:
enabling e-Gov and eServices.
eServices and utility payments.


E-Citizen

United Arab Emirates
• Rapid strides in integrating
National ID card to realise
various benefits for population.

• Integration: local and federal

• Examples: e-Gate: biometric
authentication Abu Dhabi
Portal: eServices and utility
payments

30

Service Quality
Service Quality (e-Gov initiatives):
will succeed when citizens are able to
transcend the physical borders to carry
out their transactions.

31

Dr. Ail M. Al-Khouri
Director General | Emirates Identity Authority |
United Arab Emirates |
ali.alkhouri@emiratesid.ae | www.emiratesid.ae

The Government Role in improving Service Quality in Public Sector: The Case of the Emirates Identity Authority

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