Questions/Answers

A joint service between the MOI, the Ministry of Health& Prevention, Abu Dhabi Department of Health, Dubai Health Authority, The Federal Authority for Identity and Citizenship, the Telecommunications Regulatory Authority, the Ministry of Finance, the Emirates Post Group, Smart Dubai, Abu Dhabi System and Information Center, Abu Dhabi Information and Smart Services Authority. It offers services: to issue Birth Certificate, passport, Emirates ID Card, update the Family Book for any new baby. All documents issued by competent parties are gathered at the MOI and delivered to the customer in the Mabrouk ma Yak portfolio. Through “Mabrouk ma yak” service, the customer will obtain the following services: - Birth certificate issuance - Adding the baby to the family book - Add the baby to the population register - A passport - An Emirates Identity Card Currently, it is possible to obtain all these services by submitting one application form. This service comes within the integrated electronic/smart services indicator frame, added to smart government enablers to promote entities integration and provide customer with faster and smoother services. The joint service mechanism is to send a SMS message to the new born baby parent with an electronic link to apply by phone upon the baby birth. The customer applies electronically anytime, anywhere through simple and easy steps limited to inputting the baby name, photo and paying fees. The customer will be constantly notified about the application status. On completing all procedures as SMS message will be sent to customer to receive all the documents: a birth certificate, a passport, an Emirates ID in a portfolio as an integrated bundle, in addition to adding the baby on the population register from the NRP location at the MOI.

The program consolidates numerous e-services into one service, allowing parents to obtain birth records and other e-services related to the child's birth within a few days after the birth. The first few years of documentation of the child is also bundled in this platform. A parent doesn't have to go to multiple institutions to obtain the birth certificate and other documentation. Category 4: Promoting digital transformation in public sector institutions Supports and facilitates social inclusiveness and collaboration among government agencies and citizens o Promotes social inclusiveness by reaching out to the vulnerable and marginalized populations including (i) the poor; (ii) women; (iii) the persons with disabilities; (iv) the illiterate; (v) youth; (vi) the older persons; (viii) migrants; and (viii) the indigenous peoples. Increases communication and interaction among government agencies and citizens with the objective of improving information flow, responsiveness, transparency and accountability. Includes channels for active participation of citizens for monitoring and evaluation

By making the identification of child as simple as possible, all the government services that are provided for a child are in one bundle of e-services. This integration among multiple government institutions streamlines the process of identification. GOAL 9: Industry, Innovation and Infrastructure 9.c Significantly increase access to information and communications technology and strive to provide universal and affordable access to the Internet in least developed countries by 2020

The significance are the following: The Mabrouk ma yak service, through its integrated system, contributed to enhance the customer experience through: - An integrated electronic service to obtain personal identification documents any time anywhere as the normal way of application limited to government entity official working hours. This helped people with no possibility to apply during official working hours, offering them the opportunity to enjoy parental leave with the family, needing not a leave to complete procedures - Instant follow-up of the application status, needing not to know the procedures to obtain the official personal identification documents separately - Form and train hospitals staff involved in assisting customer to apply for the service - Provide a standard payment mechanism to all services accessed by customer - Provide a standard system to support customer. Positive results: •Reduce service delivery time by 99% (from 2490 minutes to 20 further to the application) by providing systems assisting in completing the service within an unexpected period of time. •Reduce the number of visits to obtain the service by 85.7% (from 7 before the application to 1 further to the application) whilst working in partnership, reengineer service process and improve customer journey. •Reduce the number of entities to obtain the service by 80% (from 5 before the service application to one after the application) •Reduce service cost by: •Setting a standard payment mechanism to reduce the payments process from 3 to 1). •Reduce documents from 15 to 0. •Reduce copies from 24 to 0. •Reduce additional fees to obtain the service by 93.9% (from 285 to Dhs 17.34, electronic service fees).

• The service has applied the approved government approaches in innovation, applied innovation tools in service development: innovation labs with concerned entities and partners, analyze and document tools to launch innovative ideas. appropriate plans for the service provided to customers were implemented in a unique innovative way: •Engage customers in design service to meet their needs, develop pilot model (Prototype) at customers’ happiness factory • Apply innovative tools (Compelling Story) to present, develop and launch features using (Design Thinking) and (Minimal Viable Solution) in government accelerators to accelerate planning and outcomes, the service was developed in 65 days and 200 children were registered in 35 Days • The service delivery package is considered a pioneer locally and internationally, requires regular changes in the service delivery, different challenges has resulted: identify the service` owner, methodology for change governance, health systems standardization federally and locally, link procedures with payments process standardization, support customer, control process and the need to submit official documents between government entities • Design the client's journey, procedures automation and applying technical specifications to verify the application credibility: verify father identity via security features at the Smart Entry, eliminate the customer visits in order to verify their identity, re-engineering procedures to eliminate visits or documents while apply for the service, send instant notification to the customer • Design the Horizontal Procedural Link, first of its kind globally in the government integration. The Business Integration Engine based on smart notification system that flow information and alerts between all systems stages • 24 hours’ service. • Use AI for automated verification of the child image according to the specifications which helped to reduce the error in the applications from (25%) to (2%) Build innovative screens to monitor each participated entity services` KPI, notify them immediately if their indicator is low in order to maintain service quality.

The Project contributed in enhancing the National Agenda indicator of the UAE Vision 2021 smart e-services, whereas the State rank has increased internationally from (8) to (6) on the Regional, Arab and Gulf levels.

Yes, The initiative has been implemented in Dubai and Abu Dhabi 2017 and the other five Emirates: Ras Al Khaimah, Ajman, Fujairah, Sharjah, and Umm Al Quwain in the early part of 2018. Since ti is an integration of multiple government e-services, it can be easily transferred to other countries..

GSB connects on a national level 19 Federal entities 22 local entities. The GSB has annual budget and full-time staff to implement new entities and maintain existing ones. The budget along with the number of staff have increased year after year.

• 4.5 Million has been saved on Customer transactions • 1.3 Million has been saved on Government transactions • 10,702 Hours of Government Employee Time has been reduced • 237 Tons CO2 Reduction

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Asking the details with the TRA and prime minister’s office. News information’s. Seeking information with the parents who where the benefactor of Mabrouk Ma Yak

• how many people are benefactor of this • how many moneys it is saved • is it improved the services • whether the service is available 24/7 • used any Artificial Intelligent system. • Number of newborns per month subscribe • Feedback for users

GSB enabled the creation of NBB (New Born Baby//Mabrouk Ma Yak): reached 5,986 requests • Reduce additional costs resulting from Customers’ visits to relevant entities to obtain the service by 93.9% (from 285 dirhams to 17.34 dirhams, electronic fees on the service). contributed to the reduction of 230.58 tons of carbon emissions. Reduction of service delivery time on the customer by 99% (from 2490 minutes before developing the service to 20 minutes after development). • 24 hours’ service. • Use AI for automated verification of the child image according to the specifications which helped to reduce the error in the applications from (25%) to (2%)

The Telecommunications Regulatory Authority’s (TRA) executive arm for the mGovernment Program, the UAE mGovernment, in cooperation with the Prime Minister’s Office. FedNet is participated in by six federal entities: The Ministry of Interior, the Ministry of Human Resources and Emiratisation, the Ministry of Health & Prevention, the Ministry of Community Development, the General Pension and Social Security Authority, and the Insurance Authority.

This project saves the customer’s efforts and time through getting one or more services, and makes it a happy journey for the customer, which reflects positively on the government work and achieve the integrity among all entities, translate the efforts of smart transformation into reality. So, all government entities should benefit from this opportunity and connect their data to this integrated system