Digital transformation is not a new concept in Dubai. The smart city transformation process began in 1999 with the establishment of e-government, later known as Dubai Smart Government (SDG). SDG, a facility that is now part of the Dubai Smart Office, has saved the Dubai government over €1,2 billion in the last 13 years through shared infrastructure and shared smart services provided to over 70 government entities . Today, the Dubai government is saving €5.6 for every dollar spent on SDG, TechRadar Middle East told Aisha Bint Butti Bin Bishr, CEO of Smart Dubai. "Dubai's ambition is not limited to bringing cutting-edge technologies and automating tasks. The emirate seeks to establish itself as a smart city of the future in its own right, to build a robust, integrated and interconnected ecosystem where advanced technologies are used to serve people. and ensure their well-being," he said. she said. To achieve such an important feat, she added that individuals and organizations in the public and private sectors were needed to work together and harmonize efforts, which was causing the difficulties. Over the years, she said, SDG has partnered with all government entities in Dubai and various public and private sector entities to create a roadmap for Dubai's seamless digital transformation. Today, I will reiterate that these strategic alliances are at the heart of Smart. The foundation and success of Dubai. One of the key goals of the Smart Transformation of Dubai is the successful implementation of Dubai's paperless strategy by 2021. This strategy aims to digitize 100% of all government services and deliver these services to residents and communities. Visitors to Dubai through a mobile platform. "One of the biggest challenges we had when planning Smart Dubai's digital transformation roadmap was the legal acceptance of electronic documents and electronic signatures as proof of identity or ownership. That is why one of the three pillars of the strategy paperless Dubai is actually: "Legislation & # 39;"
The need for a culture change.
The strategy is expected to help Dubai eliminate the use of more than 40 billion sheets of paper used in government operations every year and save 2018 hours per Dubai resident due to lack of travel and visits to service centers . necessary for government transactions. reduce expenses. "Since the launch of the paperless strategy in February 2018, we have been working with the Dubai Supreme Legislation Committee to amend laws that accept electronic documentation as proof of ownership and electronic signatures as proof of transaction," he said. She stated SDG gave birth to "UAE Pass" in October XNUMX, a national digital identity directly related to Emirates ID. "UAE Pass also offers an electronic signature solution that allows you to sign contracts or documents, help you buy a car, register a business or rent a house with the click of a mouse through the application. "UAE Pass registration it gives residents a single set of referrals that will give them access to all government services, not just local government entities, but also federal entities," Bin Bishr said. However, he said a change in culture Going paperless is also something that "we think will take time, which is why we approached this challenge as the third pillar of the strategy. Today, she said it was hard to persuade people to believe that a electronic document proved they owned a house "We have been adapted to papers printed with rubber stamps for years, and this perception cannot be changed overnight. With that being said, we believe that once the technology is in place and completely secure, and all forms of electronic documentation have been accepted by the respective law enforcement authorities, we will hold workshops throughout the city to educate all residents on environmental, economic and social. "The benefits of paperlessness, aimed at changing existing perceptions and mindsets," Bin Bishr said.
Provide better customer service
For a government to truly fulfill its purpose, she said its first priority should be its people. No initiative, project or program put in place will achieve these goals if it has not been designed with the interests and well-being of the people in mind, she said. But how can a government confirm that its programs are actually meeting their objectives, and how can it effectively measure the impact of its initiatives? This is where "happiness as a yardstick" comes in, she says, to determine how well services are fulfilling their purpose. "We must begin by evaluating the level of satisfaction of the people selected by these services. With this in mind, the Happiness program was designed to promote a methodical, scientific and methodical approach unique in the world to measure, impose and maintain happiness in the city. After all, the main goal of Smart Dubai is to use technology to spread happiness among its inhabitants," he said. DSG has launched the "Happiness Counter", which tracks happiness levels in any customer interaction with the city's 174 public and private sector entities. "These votes, positive or negative, are reported live to the CEOs of the respective entities through a control panel. Based on the results, the necessary changes are made to ensure better customer service, which is translates into higher levels of happiness in the city. These happiness votes can be recorded on any channel of interaction, in person, on the web or on mobile. In the last three years, we have registered more than 22 million votes, with a happiness rate in the city of 90% at the end of 2018," he said.