Dubai Government has launched a comprehensive electronic shared services (ESS) initiative under its Dubai eGovernment program. An extensive centralized whole-of-government approach was adopted for the common (synergistic) aspects of core and administrative (support) services electronic enablement, referred to as ESS. This centralized whole-of-government approach played a critical role in facilitating and incentivizing Dubai Government entities (DGEs) to collaborate and to cooperate.
ESS created an environment whereby government-level rather than entity level planning and implementation became pervasive. Naturally formed silos were gradually replaced with ESS serving the common needs of DGEs.
Hence several whole-of-government ESS were identified, prioritized and implemented over the years. Today a total of 56 ESS exist in Dubai Government with high levels of adoption by government entities along with significant usage. The following is the list of currently available Dubai eGovernment ESS categories with a brief description.
Government Resources Planning (GRP) ESS: This category of ESS enables an extensive range of back-office support functions such as human resources management, financial management, supply chain management, projects management, self-services management (employees, suppliers), etc. There are totally 34 ESS in GRP category which can be implemented individually based on actual business needs of a government entity.
eServices Enabling ESS: This category of services helps government entities to enable electronic channels (web hosting, customer contact centre), to enable mobile messaging via SMS for their core services, to enable electronic and mobile payments for their core services, to enable electronic information exchange among the government entities, to have a unified repository of all the government entities’ services. There are totally 9 ESS in eServices category.
Infrastructure Enabling ESS: This category of shared services includes secure government information network connectivity, secure Internet connectivity, shared email services, shared mobile email, Intranet solutions, shared collaboration across entities through portals. There are totally 8 ESS in this category.
Public and Businesses ESS: This category of shared services includes the one-stop-shop official government portal of Dubai Government incorporating electronic services of all government entities presented in a life-event based format (customer centric manner), electronic suggestions, electronic complaints and electronic surveys systems for public and businesses, and electronic procurement for suppliers. There are totally 5 ESS in this category.
Hence a total of 56 ESS were implemented over the years and rolled out to more than 40 entities by mapping the required ESS to meet their actual business needs.
The impacts of ESS were measured at a consolidated initiative level and at service levels; both quantitatively and qualitatively (the actual measures varied by service as well). Internal projections (e.g. cost savings estimates), adoption data (e.g. roll-outs, usage, etc.) and customer surveys (e.g. satisfaction, usage, etc.) were utilized as tools to assess the impacts.
The beneficiaries were Government of Dubai through managing public budget within Department of Finance and budget execution across Dubai Government entities which reduced ICT expenditures resulting in significant operational efficiencies, Dubai Government entities and public (individuals, businesses and organizations) as users of ESS and ICT private sector companies as solution providers for ESS.