eservices in the light of sheikh mohammed’s innovations ... documents/nob… · new gsb platform...

The tweets of His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, are regarded as contemplations on life, leadership and creativity.

I often pause to reflect on some of these tweets especially when His Highness asks leaders of government departments to challenge their former achievements and to create external competitors to achieve excellence. On Twitter, using the hashtag #ShkMohdJournal, HH Sheikh Mohammed wrote: “Absence of a competitor is one of the worst things a leader can face. It leads to a relaxed & a non-challenging environment”. Other tweets included: “One of the most important secrets of human advancement is the spirit of competition…In Gov. we created competitions through Excellence Awards and set up a competitiveness council to compete as a state” and the most inspirational tweet written to all government leaders was: “Compete with yourself, create an external competitor & instil a competitive spirit among your employees.”

***

These tweets came to my mind while listening to the news of daredevil Felix Baumgartner’s record breaking free-fall jump on 14th October, 2012 in New Mexico to break the sound barrier . This was a bet that Austria’s Felix Baumgartner succeeded in winning, thereby becoming the first person to break the sound barrier at a free-fall speed of 1,342 kilometres per hour which is more 1.24 times the speed of sound, to register a record-breaking free-fall from the highest point reached by man in a capsule.

***

As far as our beloved emirate of Dubai is concerned, it seems that our local departments have absorbed the competitiveness lesson given by HH Sheikh Mohammed when they aligned in a unique necklace on one stand under the umbrella of Dubai eGovernment at GitexTechnology Week 2012. There, they showed the most wonderful forms of unprecedented competition, setting a realistic example of connected government that has one single objective: gaining customer satisfaction with the services provided to them and reinforcing Dubai’s position in the knowledge-based economy.

Between 2001, which saw the launch of the official portal of Dubai Government, Dubai.ae, in October with around 14 eServices only, and 2012 there was a hard challenge for all our government teams. It was a journey of achievements as well, as during this period Dubai eGovernment was able to advance towards a connected government: a virtual government where queues and traditional counters were brought to a minimum and the features of a stage of paperless

departments began to appear in many government entities, while the people – residents, visitors and businesses are habituated to a 24/7 government for eServices.

We saw during Gitex, how our eServices and smart phone applications reached advanced stages, how eTransformation has impacted everybody’s lives and how eServices have diversified to cover the infrastructure, economy, education, health and business. This explains the large number of 2000 plus services provided by the government entities through the official portal of Dubai Government, Dubai.ae.

***

We have actually benefited from the directives of our eTransformation leader since the government entities now compete with themselves and have made achievements over a short period of time. Among HH Sheikh Mohammed’s tweets, Baumgartner’s jump and our achievements in the field of eServices there is a common factor: competitiveness. Let our slogan always be HH Sheikh Mohammed’s words: “We always seek to be number one”.

.

Director-General, Dubai eGovernment Department

eServices in the light of Sheikh Mohammed’s innovations and breaking another record

e V i s i o n s

November 2012 - Issue 109

2

Editorial

The vision of Dubai eGovernment is to ease the lives of people and businesses interacting with the government and contribute to establishing Dubai as a leading economic hub.

Dubai eGovernment’s mission is to achieve a virtual government through the provision of high-quality customer focused eServices for individuals, businesses and government departments and to promote eServices adoption through customer management.

Dubai eGovernment promotes eServices through www.dubai.ae - the unified official portal for Dubai Government that provides all residents and businesses of the emirate with more than 2000 electronic services.

e4all is the official magazine of Dubai eGovernment, and helps in creating awareness of eServices to all segments of society and spreading an electronic culture for the well-being of all.

Executive EditorAhmad Bin Humaidan

[email protected]

Chief EditorAmer Al Hamayda

[email protected]

Magazine CoordinatorJamal Khalifa Almulla

[email protected]

English EditorGarth Mitchell

[email protected]

Arabic EditorYaqdhan Mustafa

[email protected]

Graphic Designers Fatima Ibrahim

Ayesha Al [email protected]

Contact e4allDubai eGovernment Department

Tel: 04-4056274 Fax: 04-3532988

P.O.Box: 90300e-mail: [email protected]

An electronic version can be viewed on www.dubai.ae

The articles in this publication reflect only the author’s opinions and not

necessarily those of the eGovernment or its staff.

Republishing of material in this publication is not permitted without attribution of this publication as the

source.

4

6

9

13

Our Vision

Content

Dubai Police uses virtual reality for training

Dubai Courts launch the first “Electronic Lawyer” in the Middle East

Hamdan Bin Mohammed launches new GSB platform at Gitex 2012

Dubai Civil Defence manages buildings electronically from central operations room

w w w . d e g . g o v . a e

Issue No. 109 - November 2012

The Official Magazine of Dubai eGovernment Department


3

Information Tech.

Dubai Chamber becomes the first in the region to

deploy Oracle Fusion ApplicationsEnhances end-user productivity across the Chamber’s employees and members

With its implementation of the Oracle Fusion Applications, the Dubai Chamber of Commerce and Industry has become the first organisation in the Middle East to transform its business processes with the new system which includes Financial, Procurement and Inventory and Human Capital Management suites.

In its quest to deploy next generation suite of software applications and to enhance its leadership in offering best services to its customers, Dubai Chamber will implement the Oracle Fusion Applications.

The new system will enable the non-profit organisation to have immediate insights and real-time visibility into business operations through built-in dashboards, embedded analytics and robust reporting tools which, in turn, will enhance end-user productivity across the Chamber’s employees and members, and accelerate user adoption through an intuitive interface.

H.E. Hamad Buamim, Director General, Dubai Chamber, welcomed the launch of the Oracle Applications stating that the new system will allow Dubai Chamber to further enhance its

Information Communication Technology in serving the business community and stakeholders including employees in line with Dubai’s e-government objective of increasing the use of ICT, which will help reinforce Dubai’s position as a leading knowledge and economic hub.

“These next-generation applications will give more visibility of Dubai Chamber services as the user-friendly system will allow us to carry out a large number of transactions in record time and to maintain a strong customer database thus helping us to achieve excellence in our operational efficiencies as well as in achieving customer and stakeholder satisfaction,” Buamim added.

The Dubai Chamber, which is replacing the existing Oracle e-business suite with Oracle Fusion Apps and Siebel’s Customer Relationship Management (CRM) solutions, has selected Infosys, a global leader in consulting and technology and Oracle diamond partner, to assist with the transformation to the Oracle Fusion system. This transformation will offer the Chamber a modular approach that will ensure the integration of various Oracle components and existing applications seamlessly into the new solution.

Upendra Kohli, Vice President and Regional Head for Middle East and Africa, Infosys, said: “Infosys is committed to working with Dubai Chamber as it transforms its systems to make it easier for organisations to do business in Dubai. This is a significant project for us in the United Arab Emirates and the Middle East as a whole, as we focus on strengthening our business footprint in the region.”

“Fusion Applications is gaining strong traction in the Middle East market, as it is the new generation of cloud-ready applications,” said Arun Khehar, Vice President, Oracle Applications Sales for ECEMEA. “Dubai Chamber joins the growing number of companies in the Middle East adopting the newest and most efficient applications available.” •

Hamad Buamim, Director General, Dubai Chamber


4

Cover Story

Dubai Courts launched the project of “Electronic Lawyer”, which is the first of its kind in the Middle East. This project includes eleven services and an electronic system supporting the work of lawyers. In this way, Dubai Courts has increased the efficiency of common operations with lawyers in addition to building up customer confidence in all those who deal with and are concerned with the judiciary; while also raising the level of accuracy of legal services at Dubai Courts.

The project of “Electronic Lawyer” begins from the strategic relationship and important role of lawyers and advocate’s offices in the judicial operation and managing lawsuits through developing a group of systems and electronic programs through which efficiency is ensured. The electronic channels include:

Created electronic channels

The service includes a collection of channels which include eleven electronic services which are:

1) Remote registration of cases2) Electronic payment of charges and

deposits3) Submitting applications of cases

electronically4) Communicating and exchanging

messages electronically5) Wasel Electronic Service6) Managing lawsuits electronically7) Managing electronic performance8) Electronic Knowledge Service9) Registering electronic power of

attorneys10) Transactions of the electronic

notary public11) Applications of smart telephones

Thus, this service covers different needs of the lawyers in dealing with Courts.

First initiativeThese electronic services and

applications are a first for the region. It is a chance for growth and excellence in providing services for the customers and their representatives, which ensure decreasing costs, speeding up performance, and flexibility in managing operations as the most

updated electronic techniques in this field to apply the best practices in world systems have been used.

The most important service provided only by Dubai Courts in the Middle East is remote registration of cases. This is the first electronic system which provides services of registering cases electronically without appearing before courts; this saves time and efforts of people who deal with these courts and raises the efficiency of work and quality of services.

The procedures of cases have been reformulated to keep up with new electronic procedures of the customer. The operation of electronic registration includes specifying the kind of case, its subject, and value of the claim, in addition to information of litigants to the lawsuit, attaching pleading declaration, portfolio, instruments, documents, and power of attorneys, and paying charges electronically. Then, the Service issues number of the case and specifies the judicial circuit and date of first hearing to consider the case electronically without attending personally to courts.

The Service has been supplied with a mechanism to make registration

Dubai Courts launch the first “Electronic Lawyer” in the Middle East


5

governmental as applications of registration shall be checked to make sure of the correctness of information and documents and specify legal charges. In addition, the highest standards of quality and facility in designing the form of dealing with such services have been considered.

Electronic paymentService of electronic payment of

charges and trusts allows advocate’s offices and clients to pay charges and trusts of cases, penalties, and others electronically, including civil execution, labor, lawful, commercial, and real estate cases, through the website of Dubai Courts.

Submitting applications and effective communication

This service provided by Dubai Courts enables to submit electronically applications for all kinds of cases, follow executing them, and know their results electronically without attending the courts. This service also allows communicating and correspondence electronically with advocate’s offices and provides daily report through e-mail, which report includes decisions of the hearings of the advocate’s office. Text message service is also provided. It provides information on dates of hearings and related decisions. In addition, messages of the possibility of receiving cheques are sent.

Wasel for communicationThis service enables the advocate’s

offices to communicate with the administrative units in Dubai Courts through e-mail to make use of following executing the electronic applications registered through website of the courts and decisions made in the hearings. It also enables to enquire about the readiness of printing judicial judgments before receiving them and preparing cases files before appearing at courts. In addition, remarks of those who deal with the courts on accuracy and quality of executing decisions and applications can be received and followed.

Managing lawsuits and performance

Services of electronic managing of lawsuits facilitate obtaining information on the cases of advocate’s offices, schedules of hearings of the cases, and following their applications and what have been carried out hereof. These services also save time and efforts exerted to go to the courts. Furthermore, there is service of managing electronic performance which enables the advocate’s offices to know daily, monthly, and yearly statistical data of all three kinds of courts. This helps in measuring the performance of advocate’s offices and following works of the office.

Electronic knowledgeThrough the electronic knowledge

service, Dubai Courts provide the advocate’s offices with a database of all clients of the office. They also provide the service of reading legal principles, texts of laws, and list of judgments. Furthermore, they provide service of registering electronic powers of attorney, executing the dealings of different electronic powers of attorney, and attesting judicial notifications electronically.

Electronic notary publicIn addition to the services provided

directly to advocate’s offices, Dubai Courts provide 60 eServices of the notary public for all dealings of agreements, contracts, and acknowledgments. This service contributes greatly to saving time and efforts exerted by those who deal with courts and representatives of advocate’s offices, including:1) Attesting contracts: they include

a contract of appointing a local attorney of services and annulling it, a contract of appointing an attorney of a citizen, and a contract of selling a commercial shop.

2) Attesting Acknowledgments: they include an acknowledgment of non-working, an acknowledgment and covenant to the Ministry of Labor, an acknowledgment of quitting a report, and an acknowledgment of quitting a case.

3) Attesting all powers of attorney: they include a general power of attorney, a special power of attorney of

cases, a general power of attorney of cases, a power of attorney and an acknowledgment to the Ministry of Labor, and a special power of attorney of a gifted land.

Mobile justiceDubai Courts also provide the service

of smart phones applications which is the most updated channel added by the courts to their previous electronic communication channels. This service also enables to enquire about the cases, search in laws, and know the schedules of hearings, news of courts and guideline of the procedures through uploading the application on the smart phones.

Economic feasibilityThere is no doubt that this

achievement by Dubai Courts represents a real penetration of all obstacles and encumbrances some of which think that the limitation of electronic services which can regulate this sensitive sector as an alternative of many of traditional services, especially legal services. This penetration of the courts achieves the slogan decorating the main entrance of their halls. This slogan states that the word ‘impossible does not exist in the dictionary of leadership in Dubai.’

Accordingly, the economic feasibility achieved by these new services provided by the courts in the field of electronic lawyer services must be calculated. The cost of one hour of a professional lawyer can be thousands of dirhams. This means that the economic revenues, which are achieved by this service directly and perceptibly against the working hours saved for by the client to the advocate’s office or for the advocate’s offices themselves, are valued in millions. What is more important than such savings in the hours of the services of lawyers is supporting the environment of justice and litigation in Dubai. This is because such an environment represents the main base of what have been achieved by the Emirate economically and internationally. It also ensures that Dubai will continue to achieve more attraction of investments, prosperity, and development for the next generations as “Justice is the basis of authority”. •


6

Dubai Police continues to achieve creativity and excellence in applying modern techniques to improve the level of police work and move it up to a new level. It is currently constantly experimenting in the field of virtual reality for its demonstrations, training and event stands.

Centre of Virtual Applications The Centre designs training and video games, right from

2008 when it was merely a technical department. In the light of its success, it was converted to an independent centre in 2012 to to give it the chance to develop the programs and applications that were in heavy demand.

The Center aims at modernizing virtual programs in the field of training, awareness, and documentation using

3D models, in a safe and practical environment. The use of video and simulation was first used for military training in the US and the Pentagon has relied on such games to further develop military strategy. Likewise, Dubai Police has succeeded in employing such techniques and has launched a group of important applications in this field. The most important of which are:

Virtual Criminal InvestigationThis program aims at replaying the crime scene for

budding investigators. The trainee will act as the investigator officer who has to move to the place of crime, secure the crime scene, inspect evidence, address operations room, and ask for experts and supporting units. He will also inspect the crime scene, take photos, and collect all evidence to find

Dubai Police uses virtual reality for training

First time in the Middle East such systems have been deployed

Virtual reality


7

out the offenders and refer them to justice using ways similar to those used in fact. This is to enable the investigator to polish his skills and to improve his performance.

Virtual Traffic InvestigationThis program aims at training traffic policeman on how

to deal with different traffic accidents. The program also enables the trainee to take the procedures of investigations as he will act as an officer who investigates several traffic accidents as incident or rollover or running over accidents. He will also deal with injuries, secure the accident site, cross-examine witnesses, take measures, and change the traffic movement on the road. In addition, the trainee will deal with evidence, address operations room, and request experts. This program has been included in the training program of nominees of the second and third classes at Dubai Police Academy in 2012.

Body LanguageUnderstanding body language is very important for police

officers. The virtual program aims at training on how body language can be understood; as gestures or signs made by the person or the accused and have reference and meaning from which the investigator may benefit to find out the truth. This program includes many videos where the trainee can see and discover the body gestures which have reference during an investigation.

Raid (S.W.A.T) – 2D & 3DThe project aims at providing an environment for the

Raid and Quick Interference Squad, which enables them to polish their skills of dealing with a crisis and trains them on how to plan for raid operation and use required resources of individuals, equipment, and weapons. Some forms of this are in three-dimension with multiplayer possibilities.

Issuing traffic tickets using smart devicesThis program aims at training users on legal adjustment

in giving traffic tickets to reduce the rate of mistakes. This enables the trainee to know the kind of ticket and its procedures according to legal adjustment. This program was

designed using developed techniques to work on multiple operation systems.

Criminal FormCriminal Form is one of the most important documents

which should be provided in the files of cases. This Form specifies the descriptions of the suspect according to the information provided during running investigation of the accident. This Form has been changed into electronic form as through the information available the investigator can draw the face of the suspect whose entity is unknown using accessible means and finally provide an approximate photo which helps in searching for and investigating the suspect.

Passengers Inspection – 2D & 3DThis program aims at training the specialists at airports

on the lawful procedures taken in connection with inspection through focusing on the most common mistakes to reduce their rate using an electronic safe environment to train. This program includes photographs and recorded videos of inspection operations and the trainee should find the mistakes. This program also records all procedures of the trainee and evaluates them spontaneously.

There is also a 3D program which photographs checkpoints . This program aims at training the specialists in inspection operations at airports on correct procedures and at developing their skills of inspection.

Developing GamesThis program aims at developing games which work

through different smart and portable devices, such as devices which work with Android system and Apple’s IOS for iPhones and iPads, in addition to social websites as Facebook and computers. Such games aim at conveying messages, concepts, and enlightened lessons to sectors of the society across all available electronic channels.

Developed InfrastructureTo enable the developers to imitate the real fact and

transfer it to the Virtual world, Motion Capture devices should be provided. This device records the three-dimensional images and transfers them to the Virtual persons showed by computer.

In addition, the Centre is supplied with what is called “RenderFarm”, which is a connective group of high ability computers which are connected with a main server which is, in turn, connected with other computers to produce three-dimension films.

The Centre is also supplied with a three-dimension camera which is a compact camera supplied with the feature of three-dimension photographing of films and scenes.

The Centre also includes a three-dimension head scanner which is used in reconstructing head and face with a three-dimension manner. This allows creating a Virtual person completely similar to a real person. •


8

eSurveillance

eServices in Dubai continue to grow at a rapid pace and the general public are eager to adopt convenient eServices in their daily lives. e4all profiles the services of Dubai Municipality especially those related to early warning and coastal surveillance monitoring.

The coastal monitoring system used by the coastguard also provides this information to the fishing and nautical sector using 3D graphics, based on the patterns of waves and sea movement. In the event of higher than normal waves and storms, automated messages are sent to all sectors to take preventive actions to limit damage or loss of life.

www.dubaicoast.ae has all the information and data on Dubai coastal region, including high-resolution interactive maps and data from all the marine monitoring stations. Such data is very useful for large segments of society dealing with the sea including sailors, shipping companies and maritime transport.

System componentsThe system includes four application

keys. The first analyzes the wave movement, the second crunches the data to give warnings on swimming and

sea conditions for the next 24 hours and can send out SMS warnings to all users of the system. The third application tracks water movement and can predict movement of oil spills to quickly contain environmental damage to the coastline. The fourth application takes all the data to give accurate predictions of high tides, flooding and storms, so that the competent authorities can take precautions.

Infrastructure MonitoringThere are 13 monitoring stations

along the coastline of Dubai stretching to Sharjah’s border. These include 8 at

Mamzar, Jumeirah, Umm Suqueim, Al Sufouh, Dubai Creek, Palm Deira and two at Jebel Ali coast. These monitoring stations contribute to the project of Dubai Municipality’s Department of Coastal Zone Management and Waterways. All are integrated using high frequency technology and video to provide a safe coast for Dubai.

Join in serviceThe website provides services that

can be used by many segments of the sailing and nautical society, though e4all suggests that an Arabic version should also be supported.

There is no doubt that this integrated system of monitoring stations and the central control room and channels open to the public are a model of an integrated government, since all partners of Dubai Municipality can use the information and data to take necessary measures for any crisis management situations.

This integration between partners in crisis management, which increases the efficiency of public involvement as a target group of the service, represents the decisive factor in the success of the government in dealing with emergency situations, which often face obstacles by a lack of timely information. This service provided by Dubai Municipality represents a real solution to this kind of obstacles in crisis management. •

Dubai Municipality provides early warning for coastal surveillance system


9

Dubai Civil Defense takes every possible technological measure to ensure that buildings and residences are kept safe, using a smart comprehensive infrastructure that is tied to smart buildings and electronic channels.

What are “smart buildings”?As part of approval process for construction in all major

buildings and facilities in Dubai, there is now a provision to control all basic facilities in the building including fire control systems, elevators, security gates, air conditioners and other facilities. Dubai Civil Defence has made it mandatory that these systems must be linked to its own operations room. Also, all electronic control structure, engineering and construction blueprints must be provided and stored at DCD as well as contact details of the building’s maintenance team.

What happens in an emergency?If there is a disruption to the facilities of a building, smart

sensors will send an alarm to the DCD operations room, who would in turn contact the maintenance supervisor of the building to check the credibility of the warning and whether they have responded within two minutes of the alarm.

This is where technology and intelligence work in tandem, especially if there is an actual disruption. Immediately, a 3D

chart appears on the control screen, where the central team in the ops room receive GPS location of the building and the fastest way to guide the field team to reach the place and give them real time updates.

Achievements and facts The number of smart buildings in Dubai numbered

32,171 until the end of July 2012. This system is considered to be mandatory for all new buildings in Dubai except houses and villas, and without the smart system, any new license procedures of the building will not be approved. The importance of this system is illustrated in the quick intervention and overall monitoring of buildings which while cannot rule out human error, can at least ensure damage limitation 24/7 especially during the night when the human eye may miss out on some disruption.

Prevention is betterThis project represents a remarkable development in

the prevention of accidents using civil defense services, to monitor safety requirements in all buildings via satellite and sensors. The system with these benefits represents one of the infrastructure pillars of services applied by the Civil Defence in Dubai. •

Smart Buildings

Dubai Civil Defence manages buildings electronically from central operations room


10

eTransformation

Dubai Land Department continues to improve its customer service and during Gitex 2012 launched an array of electronic services on its website www.dubailand.gov.ae

The more than 20 eServices include property owners services, follow up on real estate projects, lease system, enquiry of governmental authorities, electronic models, real estate reparation system, brokerage system, registering professionals, system of contracts, calculator of rental increase, calculator of the real estate mortgage, calculator of changing from foot into meter, registering the real estate right, registering lease contracts, electronic system of reserving dates of guarantee account, service of my licenses, service of the real estate reports (Text Messages), system of owners, applications form of the brokers (Issuance, Renewal, and cancellation), broker’s card and brokerage office, form of the application for a real estate license, and a slimmer mobile version of the website for mobile devices.

Sultan Butti Bin Mejrin, Director General of Dubai Land Department said that the number of lease contracts registered through ‘My Leasing’ was over 200,000 contracts from both residential and commercial, after the law made it mandatory for all to register their contracts.

Smart Real Estate BagOn the sidelines of Gitex, Bin Mejrin

also said “Launching the Real Estate Bag is a prominent service for the customers of Dubai Land Department and forms a part of a comprehensive development plan for all electronic services. Accordingly, dealings of the customers will be carried out and completed without visiting the location of the Department. This saves time and effort and helps in simplifying the procedures and decreasing the crowd at the counters. This also helps in providing an important service

according to technical standards and electronic quality, which reflects the success of the Department and continuous attempt to keep up with the electronic vision applied by Dubai eGovernment to establish electronic supports in all its departments and institutions and private sector.”

The service of the Real Estate Bag aims at speeding up and facilitating deals of buying and selling for the real estate investors inside and outside Dubai. The investor can obtain a title deed of the property within minutes with help of the representative of the Department after entering all information on the deal in the Real Estate Bag supplied with electronic solutions developed and connected with the systems of the Department. The c harges of Real Estate Bag Service are valued at AED 4000 though this charge is exempted for senior citizens and special needs people.

Dubai Real Estate eMarketDubai Land Department has

launched “Real Estate e-Market” to be an electronic portal to show properties for sale and to exchange information on them easily. This ensures the highest level of transparency for properties showed for sale and the origin of which is known, according to bylaws and laws of the Dubai Land Department. It is expected that the electronic real estate market will become one of the most important sources of information and real estate statistics which are highly valued in the local markets and the markets of Middle East. Such an eMarket aims at providing a unified electronic portal for the owners, developers, and

brokers. Accordingly, this will provide a commercial environment which is accessible and available for all. Data of properties registered in the governmental database are used to ensure that the information showed for sale is correct.

The portal provides more than one choice for selling the property through direct selling or auction. In addition, a unified and distinguished number for each property showed for sale in the System is issued. This is to ensure that the properties will not be showed repeatedly. eMarket will encourage the investment as it will give the chance for a great number of investors to possess. It will also supply the governmental authorities with an effective article to regulate the real estate market and follow the continuous change.

System of Electronic Procedures

The system of electronic procedures enables the owners to manage their properties registered in Dubai. This system also provides the electronic services for issuing a scheme or application for title deed in case of loss and other services which will be added successively.

This system saves more time and efforts exerted by the customer as it uses the easiest, quickest, and most updated means; it transfers the required papers and helps in payment without the need to attend at the Department.

Self-registration within five minutes

System of “Self-registration for the developers” is a service for real estate registration through which the developer registers the procedures, for example, to sell and mortgage the properties developed by him. Then, the procedure is turned into the Department to be checked and the title deed is issued.

Before developing such System, the dealings were received by the Department and data were entered into the system from the beginning to the end. Such an operation was lasting for about 20 minutes. However, the System of Self-Registration saves everything in about five minutes. •

Dubai Land Department provides 20 electronic services for its customers through its website


11

mServices

DEWA leads in eServices & mobile governmentDubai eGovernment encourages citizens, residents

and businesses to use eServices and mobile applications through its centralized portal, Dubai.ae, which also consolidates the services of Dubai Water & Electricity Authority (DEWA).

During Gitex 2012, DEWA launched many customer services and gave away many valuable prizes for using the online payment services through its website www.dewa.gov.ae. One such service that was launched showed the monthly consumption of water and electricity, including in graphic and chart form as well as compare with more than one account, if two or more are owned by the same individual or organization.

Another new feature introduced is that of paying bills on behalf of a friend or someone else, as well as a direct debit system where customers can automatically choose the period and the minimum and maximum amount.

Eng. Marwan Bin Haider, Vice President and Chief of IT in DEWA said: DEWA always strives to satisfy the needs and requirements of customers so that we achieve the highest international standards. Our eServices give many choices and enable our customers to pay their invoices through the website and to benefit from other advantages to complete their transactions with the quickest and the most appropriate manner without paying any additional charges”

Bin Haider added, “Time is gold. Thus, saving the time and efforts of our customers is one of the most important priorities. In addition, we participate in decreasing the percentage of carbon dioxide through reducing the fuel consumed in using cars to visit our offices. DEWA will always apply such technological initiatives to preserve our natural resources for coming generations.”

Green InvoiceTo limit its environmental footprint, DEWA has issued

‘green invoices’ which are digital receipts on mobile/tablets

that can be used to show invoices if people come to the office to pay their bills.

Eng. Abdullah Al-Hajri, Executive Vice President, Customer Services said: DEWA’s aim is to improve the rate of customer satisfaction. We are also proud of every new electronic service we provide for our customers, which are engineered and customized for them.

Electronic services and environmentThe Authority is one of the leading governmental

departments in highlighting the effects of benefiting from the electronic services on the environment. The table below shows this:

Year

Transactions

Rate of C

O2

Reduction

Equivalent Trees

Equivalent Football

Playgrounds

2011 2.1 Million 7,071 35,357 67

2010 1.56 Million 5,315 26,577 50

2009 1.31 Million 4,480 22,400 42

StatisticsAccording to the latest statistics from DEWA, more than

12 million visitors browsed their website and conducted 4,871,358 transactions, and 3,624,386 queries for bills. Direct debit payments amounted to 2,092,560 transactions, while payment through mobile/tablet devices amounted to 544,297 transactions. There were 185,411 downloads of the DEWA app, while mPay transactions amounted to 5741 in total. •


12

Connected gov.

H.H. Sheikh Hamdan Bin Mohammed Bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council for Dubai Government, recently launched Dubai eGovernment's new Government Service Bus (GSB) platform, during the opening of the 32nd GITEX Technology Week 2012, being held from October 14 to 18, 2012, at Dubai International Convention and Exhibition Centre (DICEC).

GSB ushers in a new era of technological advancement at Dubai eGovernment, allowing the integration of systems, data and services among all government departments and entities to exchange information and complete public transactions. It also spares customers the inconvenience of moving from one government department to another for stamps, approvals and other necessary information.

H.E. Ahmed Bin Humaidan, Director General of Dubai eGovernment, said: "In line with our vision to facilitate government transactions with the public and corporate community, while contributing to Dubai's leading position as a key economic hub, Dubai eGovernment has been closely working with other government departments and entities to fulfill its vision of providing citizens, residents and the corporate community with easier, time-saving access to all government services. This platform facilitates fully integrated electronic transactions, ultimately helping further enhance the quality of

life in the emirate, which is the main purpose behind the development of the new GSB platform."

"GSB reflects our ongoing commitment to save more time and effort for customers who wish to complete government transactions and obtain all needed approvals and information from a single point. This platform provides every department with a seamless, reliable and fast-performing mechanism to exchange information with other parties, based on the practical concept of interconnected governments," added Humaidan.

Currently in use by 15 government departments and entities, the Government Service Bus presents a common infrastructure that enables these departments to integrate their electronic services into a well-secured, reliable environment. It is intended to provide a link between government eServices and promote more government facilities, such as integration and exchange of information while verifying user identity at the same time.

Developing an integrated infrastructure and a central system that brings together all government entities within a safe, flexible and highly reliable work environment contributes to the integration of government eServices

while reducing government expenses. To save time and effort for both the clients and the government, Dubai eGovernment plays an integral role in this platform as a link for government departments in Dubai to exchange databases and supplementary systems.

GSB provides two types of services; the first covers all information services that enable government users to exchange basic information and inquiries, while the second focuses on the next phase underway. It aims to tap the powers of collective engagement between government departments and relevant entities, with the goal of completing government transactions internally, without having to ask the customers to move from one department to another to complete their requirements.

Lastly, GSB is expected to play a key role in serving the government community. It not only acts as an intercessor for government entities, but also offers them an electronic background to pursue future projects and services at any time. It further measures the performance of government eServices offered, therefore paving the way for more efficient service management and monitoring. •

Hamdan Bin Mohammed launches new GSB platform at Gitex 2012


13

Social networks

The march of eTransformation continues among governments around the world, based on the initiative from the leadership. Conventional models of government continue to change, as can be seen from the experience of the General Directorate of Residency & Foreigner Affairs (GDRFA). e4all spoke to Hussein Al Balooshi, in charge of social media at GDRFA.

Evaluation and Inspection

To know the rate of attendance on social networking websites of General Directorate of Residency and Foreign Affairs, e4all analyzed the contents of these networks using one of the most important websites known internationally to evaluate the tweets posted on “Twitter”. We were surprised as the website of www.grader.com gave 100% evaluation of the subscription of “Twitter” related to residency in Dubai.

We were more surprised when we read the note of which the website concluded its report on the subscription, which states: Congratulations, we couldn’t find any areas of concern with this twitter account.

We consider this result as a feather in the cap of the Directorate regarding its media attendance generally and its electronic performance especially.

What is the secret of your success?

Hussein Al-Balooshi revealed the secrets of success of the Directorate in this network unreservedly as he said that he is firstly very careful to generalize the interest on Dubai Government as a whole. Secondly, he considers that the strong competition between departments pushes him to

work more. The experience of GDRFA is actually featured with the following, according the official who is responsible for its success:

1) Live and Direct TransmissionThe content transmitted by the

General Directorate of Residency and Foreign Affairs in Dubai is featured live. This doesn’t subject to any course of bureaucracy for consents and reconsiderations. Brigadier Muhammad Al-Muhairy, General Manager of social networks and electronic media team, played an important role in this respect as he provides unlimited support.

2) Unifying SubscriptionsThe Directorate specified its name

on all main social networks such as Facebook, Youtube, and Twitter as gdrfadubai. Thus, all users can easily save the name and follow it regularly.

3) Connecting and completing subscriptions GDRFA has connected the

subscription of Twitter to Facebook. This makes posts and messages posted on such networks to be doubled and this also helps in attracting followers and fans from one network to another.

4) Photo equal to a thousand wordsAl-Balooshi considers that the

most important factor of success of the messages and contents posted by GDRFA on social networks is the privileged photo it provides. The electronic media team in the Directorate has become professional in taking attractive photos which are appropriate for this new media through a professional camera or using smart phones supplied with high-quality cameras.

5) Creativity using less than 140 letters while expressing the newsAl-Balooshi spoke elaborately about

whether the social networks have favor regarding increasing his ability of editing and creativity through such limited size of messages of Twitter; as the message cannot be more than 140 characters. He said that with time, their skills further developed and it was much easier to focus on key phrases while sending tweets.

6) Integration into customer service channelsGDRFA has excelled in connecting

its channels of customer service with the social networks. The service of “Amer” is connected directly with the Directorate’s subscription on Facebook and its directing messages appear directly on the central system caring for the customers and used by team of Amer. Tweets posted on the Directorate’s account on Twitter focus on directing the fans to deal with the central channels of customer service.

7) Keeping up with fans’ concernsThe social content posted by the

Directorate handles different topics. It firstly handles its news and services,

followed by events and general news. Thus and its main effectiveness in addition to propagating for the services it provides for the fans. This content also keeps up Thus, the content of social networks is personal and attracts people and support the relationship with them.

StatisticsRate of increase in the number of

tweets since the subscription of GDRFA was launched on Twitter

\

Rate of tweets posted during the day: it is clear that they are posted at rush hour as the social networks are followed in the evening and such following lasts till dawn. Source: tweetstats.com. •

GDRFA’s expertise at social networking

Since Dubai eGovernment was the first eTransformation initiative in the region, the Policy, Advisory and Knowledge Services set the standards for providing eServices to customers. A typical example of this is the Government Websites Excellence Model (GWEM), which creates the standards and policies for government websites in Dubai. In this article, e4all reproduces the most important parts of GWEM so that readers beyond government circles can benefit from eTransformation policies. In this issue we will cover the “Content” guidelines.

Content is the kingThe content available on a website is a very crucial element

in ensuring the success of website in meeting users’ needs and expectations. The content needs to be alive, current, accurate, relevant and easy to read for users in order to have a reason to return to the site again. Though the control of content on a website is left to the respective government entity to decide in line with their objectives, below are some guidelines that government entities should follow to ensure common, structured and proper content on their websites:

Guideline: Provide a Functional Link to Ask DubaiAskDubai is a 24/7 government contact centre that

enables the public to contact several government entities to inquire about various services in Arabic, English and Urdu languages. AskDubai provides many methods for users to submit their complaints or suggestions through multiple channels including phone, email, online chat or fax .

The Ask Dubai service is common to various government entities and used by the public. If the entity is subscribed for this service, it should provide an appropriate link to that service on their website.

Guideline: Define/Use Proper and Meaningful Metadata on Almost Every Page of the Website

Metadata is the data used to describe information available on a website. It is important to properly define metadata (metatags) for pages of the website. The keywords defined for a page can be based on analysis results from external search engines or the website search engine or on results

from user research conducted to gather the words used by web users.

Properly defined metadata will improve search engine retrieval of the website pages. Metadata can be added to the header of an HTML document and should be available on:• Thewebsitehomepage.• Mainwebsitesectionpages.• Pagesthatareregisteredwithsearchengines.

There are metadata management tools that can assist in adding metadata to pages. Metadata alone cannot be relied upon for search engine retrieval and should be used in conjunction with text, which is displayed on the page itself. Metadata should also be included on HTML pages that use tables, frames or other formatting. Some of the most commonly used metadata standards include Dublin Core Metadata Standards and SC32/WG2 Metadata Standards.

Guideline: Provide Accurate Dates on the Website Pages

The dates available on the website should be accurate. The site should have:• Site last modified or updated date on the homepage,

which should indicate the date the information is updated on the homepage.

• Datesonthepagesthatarefrequentlymodified.• Datesonthefrequentlyvisitedpages,especiallyservices

pages.

Government entities should consider the below guidelines when introducing dates on their websites:• The same date format to be used across the website

pages. • The date should be presented at a consistent location

throughout the website. • System generated date should not be used to indicate

modification/updates on the site or pages.• Somepagesmayincludeinformationthatwillnotchange;

in this case the published date can be used. • Currentdateandtimearenotrecommendedtobeadded

to the site, as they may be misleading.

Guideline: Provide Accurate and Most up to Date Information on the Website

Users visit the government websites to find most reliable, accurate and up to date information. In case they do not find the latest information on the website, they do not trust the quality and accuracy of the information.

Government entities should consider the below guidelines in order to provide accurate and up to date content:• Theentityshouldnottokeepanykindofstaleinformation

on their websites. If the information is older than a specified time period, it should be archived or reviewed and marked with a new publishing date.

• The entity should post new laws and rules as soon aspossible.

• The entity should clearly flag major changes on thewebsite and on the website homepage(e.g. changes in design, navigation, services and eServices Pages). •

ـةمي

ـوك

حلـ

ة اني

روكت

إللع ا

قـوا

ملل

ز يـ

ملت

ج اوذ

مـنـ

1

ظةفو

حم

ق قو

حل ا

يعم

جة،

نيرو

كتإلل

اي

دبة

ومك

حة

ئردا

ل2

011

خ س

لنق ا

قوح


14

eStandards

The Government Websites Excellence Model

provides Guidelines for Dubai Government Websites


15

What is the service?‘Albarza’ is a complete system

for viewing, recording and archiving of all sessions and deliberations at Dubai Courts, as all rooms of consideration in cases in the courts are provided with cameras for recording and archiving, and those cameras are linked with screen installed at the entrances of those rooms to enable those who cannot not enter the hall to follow the proceedings from outside the hall.

All recorded sessions are stored in the electronic archive for easy reference to the case and to preview the merits of litigation and adjudication; guaranteeing transparency and protection of the rights of litigants to the fullest extent.

What is “Albarza” in popular culture?

In the past the “Albarza” was held at the fort, and was headed by the governor or the judge. It was like a council intended to settle disputes between litigants and to adjudicate. The judgment and reconciliation was done in front of all parties and including detailed mediation if necessary.

“Albarza” is held in the morning to afternoon prayer and in the evening after the Al-Asr prayer and until sunset. Also councils that are held outside the houses are called “Albarza”.

Cause of the designation

As it is evident from the traditional definition of the name, the systems developer and electronic solutions in the Dubai Courts shows deep understanding of the spirit of heritage and authenticity that enrich the tradition of this community, to bring it to modernity, development and technology.

The courts sessions match with sessions of “Albarza” that were held in the past in the UAE society, and thus earned this designation.

“Albarza” Service from Dubai Courts

Nations with a rich heritage find it easier to advance. One such nation is the UAE, which has served as a model for other countries in the region, due to its success and prosperity, as well as its heritage, value and culture. The link with the past

is retained by our innovative leaders, even in the eTransformation process, with some eServices having names that are linked to the past.

This page will list a number of services that carry the names of popular proverbs.

eHeritage

This service can be obtained from the website of Dubai World and Trade Center www.dwtc.com

3

2

Organizing & keeping track of international events at Dubai World Trade Centre


16

eServices Wizard

You can view by month or annually.

The annual agenda can be downloaded by clicking ‘Download Agenda’ as a PDF file to get a full calendar of events.

For more information please call:

009714 332 1000

1

On the homepage of the website, the agenda of exhibitions and international events can be seen.

eservices in the light of sheikh mohammed’s innovations ... documents/nob… · new gsb platform...

Documents