E-Government in the United Arab Emirates

The e-government program in the UAE (UAE) is an initiative under the UAE Government Strategy 2011-2013 that aims to contribute towards achieving UAE Vision 2021.

The UAE is investing in adopting and implementing information and communications technology (ICT) in its government and private sectors. According to the Global Information Technology Report 2010-2011, "UAE leads the MENA region in leveraging ICT for increased economic diversification and competitiveness."

The contribution of the telecommunications sector to the UAE's economy rose from 4.1 per cent in 2007 to 5.3 per cent in 2010, as stated in “UAE Telecommunications Sector Developments & Indicators (2007-2010)”, issued in May 2011 by the Telecommunications Regulatory Authority (TRA), UAE. The Abu Dhabi Department of Economic Development estimates that investments in IT and Telecom sectors were likely to reach AED 18.4 billion (USD 5 billion) in 2011, up from AED 16.1 billion in 2010.

Inception and timeline

The UAE launched some of its E-Services, such as E-Dirham, as early as 2001. This service, initiated by the Ministry of Finance, replaced traditional methods of paying and collecting fees for government services. The government has gradually made more services available online.

#	Year	Service	Summary	Initiated by
1	February 2001	eDirham	The first online service launched by the Ministry of Finance in the federal government to replace the traditional means of fee collection for government services.	Ministry of Finance
2	November 2002	eGovernment Program	The Coordinating Committee for the Federal eGovernment Programme was formed and led by the Ministry of Finance and Industry	Ministry of Finance
3	March 2003	eGovernment strategy	IBM was assigned to conduct an assessment study for the federal agencies and to develop an implementation plan	Ministry of Finance
4	June 2004	The eGovernment Implementation Plan	A memorandum of understanding was signed with the Emirates Telecommunications Corporation (Etisalat) to provide the infrastructure for the eGovernment. The plan was divided into three phases ending in 2007	Ministry of Finance
5	March 2005	eGovernment Portal	The launch of the first eGovernment portal in cooperation with Etisalat, which was exclusively assigned to implement the plan	Ministry of Finance
6	March & July 2006	Assigning the Ministry of Government Sector Development to oversee the eGovernment Programme	A ministerial decree was issued to move the eGovernment program from the Ministry of Finance to the Ministry of Government Sector Development	Ministry of Governmental Sector Development
7	June 2008	Development of the Information Systems Strategy of the Federal Government	A ministerial decree was issued to assign the TRA to lead the efforts to develop a strategy for the information systems in the State. TRA, in cooperation with Booz Allen Company, developed the Information Systems Strategy of the Federal Government	Telecommunications Regulatory Authority
8	2010	Development of the Government Service Development Strategy	The Office of the Prime Minister developed a Government Service Development Strategy, which was the third foundational element of the eGovernment Strategy	Prime Minister's Office

The official portal of the UAE Government

The official portal of the UAE Government is u.ae (old URL:government.ae). It is part of the federal eGovernment program and a key component in the process of e-Transformation in the UAE.

This portal consolidates all e-services provided by the UAE federal and local government bodies. It also offers information on accessing government services through mobile phones and other electronic devices, as well as through means such as ATMs and public payment machines.

The portal aims to provide online services to the people of the UAE and involve them in the government's policies, laws, and public interest initiatives.

Functions

The official portal functions as a single entry point for users to access various federal and local government e-services. It also facilitates communication between users and government representatives, promoting e-e-Participation through forums, blogs, surveys, polls, and social media. u.ae serves as the main portal, encompassing sub-portals for e-Participation, e-Services, m-Services, and UAE Open Data.

E-Services

The UAE Government provides a range of services through its official portal u.ae. Electronic services are classified into services for individuals, businesses, and visitors. These e-Services allow people in the UAE to access a variety of services online. The portal includes a search facility to help users find services and also contains a section on alternate means for accessing government services.

M-Services

The portal provides information on services available through mobile devices and how to access them using short codes and mobile applications. The portal includes links to download smartphone applications for BlackBerry, iPhone and Android.

E-Participation

The portal includes e-Participation channels. The federal portal utilizes platforms such as forums, blogs, chats, surveys, polls, and social media tools like Facebook, Twitter, Flickr, and YouTube to engage the public in communication with the government regarding opinions and experiences on government services and policies.

Open Data

Under Open Data, government data and information are made available to the public. This includes access to economic data, population statistics, and other information. Open Data can benefit students, economists, researchers, and the general public.

ICT infrastructure and penetration

According to figures from the Telecommunications Regulatory Authority (TRA) in May 2011, the UAE had 196.3 mobile phone subscriptions per 100 inhabitants. With 1,417,519 internet subscribers, the UAE had 62.4 internet users per 100 inhabitants.

E-Readiness ranking

e-Readiness or Networked Readiness Index (NRI) measures a country's preparedness to deliver government services and information online and the value it provides to the public. E-readiness, or the Readiness Index, involves a government's ability to use Information and Communication Technology (ICT) to improve socio-economic conditions and public welfare.

Global Information Technology Report (GITR)

According to The GITR 2010-2011, the UAE was ranked first among Arab countries and 24th among 138 countries reviewed in the Networked Readiness Index (NRI). The same report ranked Qatar at 25, Bahrain at 30, Saudi Arabia at 33, and Oman at 41.

The UAE's NRI ranking improved by six positions, from 29th among 127 countries reviewed in 2007–2008 to 23rd among 133 countries reviewed in 2009–2010.

UN eGovernment Survey

The United Nations Public Administration Network (UNPAN) conducts a similar survey and publishes its report on eGovernment ranking. The UN eGovernment Survey report was published annually until 2005 and became a biennial publication thereafter.

The UAE's overall ranking in the UN eGovernment Survey has varied. The UAE's rank rose for two consecutive surveys, from 60th in 2004 to 42nd in 2005, and then to 32nd in 2008. However, its rank declined to 49th position in 2010. Overall, the UAE was ranked fourth in the region in the 2010 report.

Emirates eGovernment

Emirates eGovernment is responsible for developing, implementing, and maintaining the eGovernment program at the federal level in the UAE. This involves transforming the delivery of government services electronically through the deployment of Information and communication technologies (ICT).

Services

Emirates eGovernment established the UAE's official portal www.government.ae, which is part of the e-Transformation process in the UAE. This portal consolidates all e-Services and information provided by the UAE federal and local government bodies.

Emirates eGovernment provides services on G2G, G2B, and G2C levels. The UAE's official portal www.government.ae falls under the G2B and G2C categories. Under G2G services, the entity provides cloud and Government Website Evaluation Index (GWEI) services.

Initiatives and awards

Emirates eGovernment undertakes initiatives related to the development of the eGovernment program in the UAE. It is involved in projects that support the usage of e-Services and Information and Communication Technology (ICT) tools by federal government entities and the public.

Emirates eGovernment holds workshops for internal staff and federal government employees on topics such as eGovernment, cloud services like Morasalat and Malaxate, IT trends, and using ICT to achieve organizational goals.

Policies and Guidelines

Emirates eGovernment drafted guidelines for federal government entities in the UAE covering websites, social media usage, and web content. Emirates eGovernment also issued draft documents related to e-Participation and open data. These guidelines provide recommendations on content style, design, layout, and accessibility features, aiming to align federal government websites with international standards laid down by the World Wide Web Consortium.

The Guidelines for Social Media Usage received the 2011 ‘Social Media Initiative of the Year’ award. The guidelines document was prepared in partnership with and support from Dubai School of Government's Governance and Innovation Program and in collaboration with UAE Government entities. Advisors from Information Technology research firm Gartner Inc. and the United Nations e-Government program also provided assistance and recommendations.

Local eGovernment Programs

E-government initiatives operate at local levels in the UAE. The governments of six of the seven emirates—Abu Dhabi, Dubai, Sharjah, Ras Al Khaimah, Ajman, and Fujairah—have launched official portals.

These portals offer interactive and transactional services, such as bill payments and license renewals. Additionally, the Abu Dhabi and Dubai government portals provide information and guidance to residents, businesses, and visitors on topics like applying for health cards, obtaining driver’s licenses, or applying for visas.

The UAE Government aims for the electronic transformation, or e-Transformation, of its services at the federal level and is taking steps to achieve this. Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, stated when launching the federal portal that "e-Transformation in the UAE and the provision of federal and local services through one portal contributes to enhance the state's competitiveness and opens up broader prospects for direct communication with community groups and works to enhance the effectiveness and efficiency of governmental work in the country."