1. The Federal eGovernment of the United Arab Emirates the United Arab Emirates(20/06/2012) 1

2. 2 “UAE global competitiveness is a national responsibility”

3. Framework of the Strategy – Vision and Mission "Enhance the competitiveness of the UAE by adopting world class practices in all areas of eGovernment" Vision: "Innovative eGovernment, committed to enhancing the competitiveness of the UAE and providing world-class multi- channel services based on the expectations of customers through a coherent and efficient government; taking advantage of an advanced digital infrastructure and highly qualified human resources within a smart framework of governance "Mission: 3 UAE Government Strategy (2011 - 2013) ICT Strategy of the UAE Government (2009 - 2013) Government Service Development Strategy Federal government budget UAE Vision 2011 BenchmarkingAnalysis of the current situation Vision and mission Strategic dimensions Strategic objectives Performanc e indicators Initiatives Budget Timetable 3 years AED 150,360,458

4. 4 A competitive eGovernment through focusing on effectiveness and efficiency of government entities and on the customer eTrnsformation eService Quality Awarenes Trust Usage Satisfaction Focus on customers Focus on effectiveness and efficiency Providing shared eServices to government entities (UAE Government Cloud) Simplifying operations in government entities

5. Strategic Objectives and Dimension and Lines of Action A Comprehenisve methodology was adopted based on a three-dimensional framework. Five strategic objectives and four lines of action were identified Strategic Dimensions Strategic Objectives 5 Lines of Action Enhance the regulatory framework and governance mechanisms of eGovernment in the UAE 1 1 Support the IT infrastructure in the UAE 2 2 Launch and provide eGovernment applications and services 3 3 Develop effective mechanisms for performance management 4 4 136118 eServices Raising the eTransformation level of government services eReadiness Set up an advanced infrastructure and enhance co-operation among government entities ICT Environment Provide legislative and legal environment necessary for the success of the eGovernment strategy Improve competitiveness of the UAE in the field of eGovernment Enhance eReadiness and governance of governmnt entities 1 2 3 4 5

6. Initiatives of the First Domain of Action 6 بعد الخدمات - Services Initiative# Develop the eGovernment legal framework 1 Develop eGovernment security policies 2 Develop eGovernment policies 3 Develop a management methodology for the eTransformation measuring and monitoring platform for federal entities 4 Develop an eTransformation strategy for government services 5 Develop criteria for the quality of eServices 6 Launch an electronic platform to develop online content for government entities 7 Build the enterprise architecture (EA) of the UAE Government 8 Develop the computing cloud strategy 9 Develop the eMaturity model 10 Develop a strategy for resources and skills for the federal government agencies 11 Develop the IT architecture for federal government entities 12 Develop eGovernment environment-friendly strategy and policies 13 Enhance the regulatory framework and governance mechanisms of eGovernment in the UAE

7. Initiatives of the Second Domain of Action 7 بعد الخدمات - Services Initiative# Build and run the information network of the UAE Government (FedNet) 1 Develop the data model for the federal government agencies 2 Build and manage the data and disaster recovery centre 3 Launch and operate the customer relation management centre 4 Develop an operational integration model for the systems of the federal government agencies (Interoperability) 5 Provide e-mail services to the staff of the federal government agencies 6 Support the IT infrastructure in the UAE

8. Initiatives of the Third Domain of Action 8 بعد الخدمات - Services Initiative# Manage & develop the official portal of the UAE government 1 Update the UAE Federal Government Web Guidelines document and conduct an annual assessment 2 Launch and mange the interactive and collaborative electronic encyclopaedia of the UAE (UAEPedia) 3 Launch and operate the eGovernment Service via mobile phones 4 Launch the Open Government Programme 5 Launch the UAE eGovernment Award 6 Specialised portals - Phase I 7 Build the Computing Cloud of the UAE government 8 Launch and operate the Knowledge Management System 9 Develop the criteria for of eService level agreements 10 Establish a model to calculate returns on eGovernment projects 11 Launch and provide eServices and eGovernment applications

9. Initiatives of the Fourth Domain of Action 9 بعد الخدمات - Services Initiative# Measure customer satisfaction regarding eServices1 Measurement of government eServices quality2 Campaign to promote eService and electronic channel adoption by the public 3 Develop and implement an action plan to improve the UAE’s rank in the United Nations eGovernment Survey 4 Adopt a methodology to document and promote the success stories of the eGovernment 5 Develop a framework to disseminate successful practices in eGovernment6 Develop government business continuity policies7 Develop & measure the eMaturity model for federal entities8 Develop effective mechanisms for performance management

10. 10 UN eGovernment Survey The Survey is the most important reference in the filed of eGovernment around the world. The Survey was first released by the UN in 2003. The Survey measures the development of eGovernment programmes around the world (190 countries). The position of each country in the Survey reflects the progress of eGovernment programme in this country. eGovernment Competitiveness in the United Nations Survey 2004Survey 2003Survey 2008Survey 2005 Survey 2010 Survey 2012

11. UN eGovernment Survey 11 eServices Index eParticipation Index Telecommunications Infrastructure Index Human Capital Development Index The Index consists of four components Internet users Mobile subscribers Fixed Telephone lines Total fixed broadband Information Services Enhanced Services Transactional Services Connected Services Adult literacy rate (%) Gross enrolment ratio (%) Measures literacy rates and school and university enrollment rates Measures eService development with regards to availability, quality, channels and adoption Measures advancement of the telecommunications infrastructure based on sub- indicators such as broadband internet and mobile phone penetration rates Measures use of the Internet to practice transparency and involving the public in policy making and service development E-information E-consultation E-decision making

12. 12 eServices Index eParticipation Index Telecommunications Infrastructure Index Human Capital Development Index 25 99 86 110 40 7 7 6 6 101 UAE Global Rank in 2010 UAE Global Rank in 2012 49 28 The UAE qualitative leap UN eGovernment Survey 2012

13. 13 1 1 GCC 1 1 Arab Countries 5 5 Asia 28 World The UAE … one of the emerging leaders in eGovernment UN eGovernment Survey 2012 UAE Rank Overall eServices Index eParticipation Index 1 1 1 1 2 2 7 7 1 1 1 1 4 4 6 6

14. 14 The UAE as a leader in eGovernment …. Excerpts from the UN eGovernment Survey 2012 UN eGovernment Survey 2012 The UAE is among only 14 countries around the world that offer Chat rooms or and IM Feature on their portals (Page 109) United Arab Emirates and New Zealand are among the few that come close to a pure one-stop- shop portal with information, services and participation services integrated on one site.” (Page 11) The Survey commends the text-to-speech feature on the official portal (government.ae) which helps the visually impaired. (P.93)

15. 15 The UAE as a leader in eGovernment …. Excerpts from the UN eGovernment Survey 2012 UN eGovernment Survey 2012 “It is noteworthy that the Republic of Korea and the United Arab Emirates are the only two countries that score 100 per cent on whether the government takes citizen’s views into decision-making” (Page 45).

16. Page 16 The most important awards (government.ae) portal has received Most Prominent Awards

17. Page Tools for Success 17 Tools for website development: A number of guidelines and other documents to help federal entities in enhancing their websites have been developed in accordance with the requirements of the UN eGovernment Survey. These documents include: eParticipation Guidelines Open Data Guidelines Social Media Guidelines Web Content Guidelines Enhanced website evaluation list for federal entities

18. Thank You 18