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机构信息

联合国成员国 阿拉伯联合酋长国
机构名称 Ras Al Khaimah Courts and Electronic Government Authority of Ras Al Khaimah
公共部门机构类型 公共机构
行政层级 地方的
项目名称 Marriage officials digital application
项目运行年份 2
机构网站 http://www.courts.rak.ae/en/pages/default.aspx

问题一:关于此项目

这个项目属于公共部门吗?

问题二:类型

该倡议与UNPSA类别之一相关吗? 促进创新包括数字化转型以提供具包容性和公平的公共服务
UNPSACriteria
未找到任何项目

问题三:可持续发展目标

此项目是否与17个可持续发展目标中的任一个相关?
如果您在上面问题回答的“是”,请具体说明此项目与哪一个可持续发展目标最相关。
性别平等
产业、创新和基础设施
减少不平等
和平、正义与强大机构
促进目标实现的伙伴关系
此项目与以上列举的可持续发展目标中的哪些具体目标相关?
5.1 在全球消除对妇女和女童一切形式的歧视
5.3 消除童婚、早婚、逼婚及割礼等一切伤害行为
5.b 加强技术特别是信息和通信技术的应用,以增强妇女权能
9.1 发展优质、可靠、可持续和有抵御灾害能力的基础设施,包括区域和跨境基础设施,以支持经济发展和提升人类福祉,重点是人人可负担得起并公平利用上述基础设施
9.5 在所有国家,特别是发展中国家,加强科学研究,提升工业部门的技术能力,包括到2030年,鼓励创新,大幅增加每100万人口中的研发人员数量,并增加公共和私人研发支出
9.c 大幅提升信息和通信技术的普及度,力争到2020年在最不发达国家以低廉的价格普遍提供因特网服务
10.3 确保机会均等,减少结果不平等现象,包括取消歧视性法律、政策和做法,推动与上述努力相关的适当立法、政策和行动
16.3 在国家和国际层面促进法治,确保所有人都有平等诉诸司法的机会
16.4 到2030年,大幅减少非法资金和武器流动,加强追赃和被盗资产返还力度,打击一切形式的有组织犯罪
16.6 在各级建立有效、负责和透明的机构
16.7 确保各级的决策反应迅速,具有包容性、参与性和代表性
16.8 扩大和加强发展中国家对全球治理机构的参与
16.10 根据国家立法和国际协议,确保公众获得各种信息,保障基本自由
17.16 加强全球可持续发展伙伴关系,以多利益攸关方伙伴关系作为补充,调动和分享知识、专长、技术和财政资源,以支持所有国家、尤其是发展中国家实现可持续发展目标
17.17 借鉴伙伴关系的经验和筹资战略,鼓励和推动建立有效的公共、公私和民间社会伙伴关系

问题四:实施日期

这个项目是否有超过两年的历史?
请提供实施日期。 01 9月 2018

问题五:合作伙伴/利益攸关方

是否有联合国或其相关机构参与此项目?
参与项目的联合国机构?
请提供细节。

问题六:以前的参与

1.该倡议是否已提交过去3年(2017-2019)的申请?

问题七:联合国公共行政奖

此项目是否已经获得过联合国公共服务奖?

问题八:其它奖励

此项目是否获得过其它公共服务奖?
如有,请详细说明。 Organization: IdeasUK Year: 2019 Award: 3rd place in Customer Focus category

题 9: 您是如何得知联合国公共行政奖的?

您是如何得知联合国公共行政奖的? GOVERNMENT

题 10: 问题九:确认同意

我同意与相关人员和实体联系,询问有关验证目的的倡议。

问题一:关于此项目

这个项目属于公共部门吗?

问题二:类型

该倡议与UNPSA类别之一相关吗? 促进创新包括数字化转型以提供具包容性和公平的公共服务
UNPSACriteria
未找到任何项目

问题三:可持续发展目标

此项目是否与17个可持续发展目标中的任一个相关?
如果您在上面问题回答的“是”,请具体说明此项目与哪一个可持续发展目标最相关。
性别平等
产业、创新和基础设施
减少不平等
和平、正义与强大机构
促进目标实现的伙伴关系
此项目与以上列举的可持续发展目标中的哪些具体目标相关?
5.1 在全球消除对妇女和女童一切形式的歧视
5.3 消除童婚、早婚、逼婚及割礼等一切伤害行为
5.b 加强技术特别是信息和通信技术的应用,以增强妇女权能
9.1 发展优质、可靠、可持续和有抵御灾害能力的基础设施,包括区域和跨境基础设施,以支持经济发展和提升人类福祉,重点是人人可负担得起并公平利用上述基础设施
9.5 在所有国家,特别是发展中国家,加强科学研究,提升工业部门的技术能力,包括到2030年,鼓励创新,大幅增加每100万人口中的研发人员数量,并增加公共和私人研发支出
9.c 大幅提升信息和通信技术的普及度,力争到2020年在最不发达国家以低廉的价格普遍提供因特网服务
10.3 确保机会均等,减少结果不平等现象,包括取消歧视性法律、政策和做法,推动与上述努力相关的适当立法、政策和行动
16.3 在国家和国际层面促进法治,确保所有人都有平等诉诸司法的机会
16.4 到2030年,大幅减少非法资金和武器流动,加强追赃和被盗资产返还力度,打击一切形式的有组织犯罪
16.6 在各级建立有效、负责和透明的机构
16.7 确保各级的决策反应迅速,具有包容性、参与性和代表性
16.8 扩大和加强发展中国家对全球治理机构的参与
16.10 根据国家立法和国际协议,确保公众获得各种信息,保障基本自由
17.16 加强全球可持续发展伙伴关系,以多利益攸关方伙伴关系作为补充,调动和分享知识、专长、技术和财政资源,以支持所有国家、尤其是发展中国家实现可持续发展目标
17.17 借鉴伙伴关系的经验和筹资战略,鼓励和推动建立有效的公共、公私和民间社会伙伴关系

问题四:实施日期

这个项目是否有超过两年的历史?
请提供实施日期。 01 9月 2018

问题五:合作伙伴/利益攸关方

是否有联合国或其相关机构参与此项目?
参与项目的联合国机构?
请提供细节。

问题六:以前的参与

1.该倡议是否已提交过去3年(2017-2019)的申请?

问题七:联合国公共行政奖

此项目是否已经获得过联合国公共服务奖?

问题八:其它奖励

此项目是否获得过其它公共服务奖?
如有,请详细说明。 Organization: IdeasUK Year: 2019 Award: 3rd place in Customer Focus category

题 9: 您是如何得知联合国公共行政奖的?

您是如何得知联合国公共行政奖的? GOVERNMENT

题 10: 问题九:确认同意

我同意与相关人员和实体联系,询问有关验证目的的倡议。

Nomination form

Questions/Answers

题 1

请简要描述项目所解决的问题或挑战,并具体说明其目标。(最多300字)
Marriage official digital application is considered the first innovative application of its kind in the area which has contributed to exceed clients and partners expectation, the application (through specialized device) assists marriage officials to get parties personal information using the ID cards reader or online inquiry to retrieve authenticated information from the Federal Authority for Identity and Citizenship in the United Arab Emirates, or by extracting personal information from passports via OCR. Marriage officials collect all the required signatures electronically or by using the digital fingerprint, scan the official documents and then submit the request to RAK Courts to create a signed and accredited marriage contract and then deliver it to the client within 24 hours. The Marriage information is also shared later on with other government entities through special webservices to update the Marriage Databases (national wide). This application was designed to tackle the following main objectives: 1- Eliminate the paper work performed by the Marriage officials. 2- Expedite and enhance the process of marriage registration. 3- Assure quality of information. 4- Govern the marriage process and validate information. 5- Increase customer happiness. 6- Implement digital transformation.

题 2

请解释该项目如何与所选类别相关联。(最多100字)
This initiative foster innovation as one of a kind in UAE and the region to replace the paper work of Marriage officials with a top notch mobile device that is used to perform the original work in a simpler, more verified, governed, easy, organized, secured, personalized, digitized and integrated process taking into consideration the following: 1- Marriage contracts issuing process’ governance. 2- Dispensed paper-based procedures and provided contactless operations. 3- Process digitalization. 4- Organized data entry and data validation. 5- Electronic signature and digital fingerprint. 6- Online payment. 7- Electronic archiving. 8- Doorstep delivery of public government service.

题 3

a. 请具体说明该项目支持哪个/些可持续发展目标和具体目标,并详细说明该项目如何为这些目标的实施做出了贡献。(最多200字)
SDGs: Goal 5: Gender Equality. Goal 9: Industry, Innovation and Infrastructure. Goal 10: Reduced Inequalities. Goal 16: Peace, Justice and Strong Institutions. Goal 17: Partnerships for the goals. The initiative provided an effective solution that fulfil all the requirements and needs of various segments of the emirate's society when it comes to the marriage registering service.it was also a main factor in achieving UAE and Ras Al Khaimah emirate vision to have “Paper-less Courts” and "Remote litigation", it also helped in achieving predefined long-term goals and values in many areas such as business continuity and economic. The unique initiative which can be benefit from anywhere along Ras Al Khaimah area, [which extends to an area of approximately 2000 km2] while the husband/wife and their relatives do not need to attend the headquarters of the courts. Hence, the time to complete the marriage contracts registration is shorten from 24 hours to 15 minutes only, as well as the costs of service completion is reduced including the costs of transfer to the headquarters of the Court Department and the costs of dealing with the printing offices and others. In addition, the number of visitors to the department is reduced (Approximately 1100 wedding contracts are registered each year in the Emirate of Ras Al Khaimah), which in turn is associated with a reduction in the expenses of using the facilities of the Department and reducing the carbon footprint around the headquarters of the Department, while at the same time promoting the concept of sustainability. Among the most prominent features of application for the marriage officials is that it works without the need to provide Internet service.
b. 请描述一下该项目如何在社会、经济和环境方面具有可持续性。(最多100字)
1- Reduced the cost for both institution and clients. 2- Reduced the carbon footprint around the department. 3- Eliminated paperwork and digitalized the process. 4- Reduced the service completion time. 5- Increased customer confidence. 6- Contributed to enhance the institutional reputation and leading position the department at the state, regional and global levels.

题 4

a. 请解释该项目如何解决特定国家或地区范围内的政府管理、公共行政或公共服务方面的重大缺失。 (最多200字)
1- Remote marriage contracts submission. 2- Identity fraud prevention. 3- Enhanced data quality. 4- Fingerprint login to authenticate the identity. 5- Extracting parties information using EID reader or online inquiry services. 6- Eliminated the possibility of marriage of minors.
b. 请描述该项目如何解决国家背景下的性别不平等问题。 (最多100字)
The initiative allows both the groom and the bride to add their conditions clearly on the contract as the application will not allow the marriage officials to proceed in signing without adding the conditions, regulations and rules and highlighting rights and responsibilities of both groom and bride equally.
c. 请描述该项目的目标群体是谁,并解释该项目给目标群体带来的改善成果。 (最多200字)
1- Marriage officials: facilitated officials’ work and eliminated all the worries about ID fraud, identity theft and marriage of minors and it also allowed them to submit all the documents needed without visiting the department in addition to guiding them through the registration steps requirement through the service organization. 2- Community: Doorstep delivery of public government service without the need of visiting the department, without the need of hardcopies documents or paying extra fees for service centers. 3- Institution's employees: Reduced data entry and direct customers service and manual archiving.

题 5

a. 请描述该项目是如何实施的,包括关键发展和步骤、监测、评估活动以及年表。 (300字)
1- Plan based on Court Strategy. 2- Identify initiatives to achieve objectives and priorities. 3- Approve operation plan and start implementation. 4- Identify requirements and perform BPR. 5- Plan customer experience vision and strategy. 6- Designed a solution to fulfill the needs. 7- Using Agile methodology for managing the development and implementation. 8- End-to-End testing for quality assurance. 9- UAT, pilot Go-Live and minor enhancements. 10- Users and clients training and public announcements in social media. 11- Monitor and gather enhancement requirements.
b. 请清楚地解释所遇到的障碍以及这些障碍是如何被克服的。(100字)
1- Marriage officials' computer illiteracy and smart devices usage: This was bypassed by providing carefully selected device to fulfil the needs, designing a user-friendly solution, allowing Online-Offline contracts preparation, providing intense training sessions and 24/7 on call support, WhatsApp groups and site visit support (if needed). 2- Internet availability: Some faraway places might not have internet available and offline contract preparing has been introduced to maintain operation and bypass the challenge.

题 6

a. 请说明在您所在国家或地区,该项目在哪些方面具有创新性。(最多100字)
1- Unique idea: Remote marriage contract submission. 2- Unique device and application: Digital fingerprint and ID reader, technical rules validations to ensure compliance, user friendliness, immediate online payment, document management and electronic archiving. 3- Simple workflow: Shortened contract submission process from 24 hours to 15 minutes. 4- Business continuity: Offline contracts preparation.
b. 如果相关,请描述该项目是如何从其它国家和地区的成功项目中获得灵感的。(最多100字)
The initiative is an implementation of the digital strategy of RAK government which seeks to set RAK government as pioneer relevant to UAE overall digital success and achievements.
c. 如果使用新兴技术和前沿技术,请说明这些技术如何整合在倡议中以及如何包含数字政府。 (限制100个字)
1- Smart card reader was designed in the device to ensure retrieving authenticated parties information. 2- Online inquiry services was implemented in the application to ensure retrieving authenticated parties information. 3- Digital fingerprint reader. 4- Passport reader. 5- D-signature plugins. 6- Webservices. 7- Integrations. 8- Online payment.

题 7

a. 根据您的组织信息,该项目有没有转接或适用到其它情况(例如,其它城市、国家、或者地区)?如果有,请说明在哪里以及是如何进行的。(最多200字)
N/A
b. 如果尚未转移/适用到其它情况,请描述其转移的可能性。(最多200字)
The initiative can be transferred and implemented in other similar use cases or it can be adopted by all UAE similar entities and Courts.

题 8

a.使用了哪些具体资源(例如财务、人力或其他资源)来实施该项目? (最多100字)
1- Financial Resources (Vendor project development cost of approximate 5000 DHS per user) 2- Human Resources ( Software development team - Project Manager, Business Analyst, Developers, Quality Officers, technical supports and trainers) + Operational courts managers and Marriage officials who performed the UAT testing.
b. 请从财务和机构角度来解释,是什么确保该项目的长期可持续性?(最多100字)
1- The total cost of the smart application (along with devices cost, backend implementation & integrations) was around 500,000 AED and the courts yearly saving after the implementation is estimated to be around 204,750 AED and thus the payback period is estimated to be around 28 months (in which the saving after this period can be utilized for any kind of extra improvements. 2- The initiative adoption ratio by Marriage officials increased surprisingly from 13.7% in 2019 to 79.2% in 2020 (Some of them are old and computer illiterates). 3- Cost reduction for Courts: 29% 4- Time reduction for marriage officials: 83.2% 5- Time reduction for Courts and clients: 88.0%

题 9

a. 该项目是在内部还是外部正式评估的?
b. 请描述一下评估是如何进行的以及由谁评估的。 (最多100字)
Externally by IdeasUK organization. 1- Passing the initial stage and being selected to be a finalist (total number of initiatives at that stage were 64) after submitting the application and providing all required entry information and documentations. • Initiative category. • Initiative details. • What problem or opportunity does the Initiative solve? • Actions Taken. • Details of change. • Initiative Outcome and Impact. 2- Judging session with IdeasUK official judges during the IdeasUK Annual Conference in Edinburgh, who they have a vast range of knowledge of business sectors and processes. Internally by Courts management and business owners and marriage officials. 1- Surveys. 2- Workshops. 3- Direct observation.
c. 请描述使用的指标和工具。(最多100字)
Externally: IdeasUK Judges reviewed all the information and documentations and had personal interview and official judging session with the initiative owner and representatives and discussed some indicators like how the initiative kept clients in mind at all times, how it addressed their concerns and needs, how it assists them to achieve their work and how it increased customer satisfaction and happiness. Internally: Committee prepared cost-benefit analysis plan before and after the implementation, it also reviewed the users notes and suggestions and client’s feedbacks, did the initiative fulfil the needs? what problems solved? what were the challenges for users?
d. 评估的主要发现是什么(例如,该项目筹集的资源充足、实施质量和面临的挑战、主要成果、倡议的可持续性,影响力等)以及如何利用这些信息为该项目的实施提供资讯 。(最多200字)
Externally: won third runner in customer focus category. Internally: Committee requested new enhancements and requirements based on the feedbacks and live observations, and concerned team responded by having these enhancements done immediately after studying all the cases and notes from the users through CR document that has been used to enhance the features of the application.

题 10

请描述该项目如何被列入相关的制度环境(例如,它与相关政府机构的关系如何,以及与已运行机构的关系如何)。 (最多200字)
The initiative is a partnership between RAK EGA and RAK Courts and utilize partnership and relationship with Marriage officials who are related to RAK community. It has focused to digitize the process of marriage registration which is being handled by marriage officials and automatically send this information to Courts to be reviewed by Courts' officials and then send to responsible judge to approve in order to issue marriage certificate. This process integrates both external process of marriage registration with Courts internal procedures to review and approve the process and officially register the civil transaction of marriage.

题 11

2030年可持续发展议程强调协作、参与、合作关系和包容性。请描述哪些利益相关方参与设计、实施和评估计划以及这些参与是如何实现的。 (最多200字)
The implementation team used below techniques to engage all stakeholders and evaluate the initiative: - Head of Community public services department. - Marriage officials. - Community. - RAK Courts Top Management and judges. - RAK and EGA Digital development committee. - RAK Courts development office. - Employees of marriage contracts section. - EGA Management. - Project team. - Support team. Tools used: - Project Management. - Communication. - Direct interview. - Business process reengineering. - Business analysis and workflows - Collaborating with marriage officials in designing and implementing the initiative. - Periodic discussion sessions. - Events. - Real time feedback. - Workshops with all stakeholders. - Online surveys.

题 12

请描述主要经验,以及贵组织计划如何改进该项目。(最多200字)
Lessons learned : 1- Digitization of process is achievable even for partners with limited technology capabilities. 2- Always provide and implement the governing rules by utilizing technology. 3- Manage and harvest your partnership. 4- Laws can be in favor of utilizing technology if interpreted properly. 5- Provide more integrations with government entities for validations. 6- Upgrade and enhance online payment. 7- Customers and partners will adopt and value your initiative if it planned taking their requirements into consideration.

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