Policy Drivers

A range of trends, challenges and opportunities in Government service provision are driving the development and execution of an e-Gov policy for Abu Dhabi.

1. Complicated structures and a lack of visibility
Existing Government entities have evolved in a period of rapid social, economic and administrative change. Demand has grown rapidly, and services have been created and administered in a partially ad hoc way. This has impact on the delivery of services and the Government's ability to evaluate them.

There is a need to simplify the delivery of Government services and the allocation of responsibilities between portfolios and agencies. An effective e-Gov strategy and architecture will enable this to take place. Importantly, a simplification of responsibilities and a consolidation of service delivery mechanisms will provide greater visibility for key decision-makers in Abu Dhabi across the range of services provided by Government in the Emirate.

2. A rapidly growing, culturally diverse population
Abu Dhabi is a significant diplomatic and commercial hub for the region, with unrivalled international relationships. As a result, the Emirate has a rich and diverse multicultural population.

A vibrant multicultural community requires flexible and responsive administrative processes. Without that, cultural and linguistic diversity can make these kinds of interactions particularly challenging for customers and service-providers alike. Electronic service delivery and a simplification of administrative processes will provide more efficient and convenient interactions with the Government for the entire Abu Dhabi community.

3. Overlapping structures and functions
The government restructuring process presently in motion will ensure the right institutional settings are in place for the Abu Dhabi Executive Council to deliver His Highness Sheikh Khalifa bin Zayed Al Nahyan, President of the UAE and Ruler of Abu Dhabi's plans for the future.

Electronic government assists that process, representing a genuinely customer-centric approach to service delivery, providing a single interface to the community as much as possible. Importantly, electronic government enables this single interface to be provided, irrespective of the entities involved. This is ideal, as consumers are more concerned with outcomes than the agencies involved in delivery.

4. Technology makes it possible
The rapid development of technology and myriad international examples of electronic government initiatives provide a sound backdrop to the deployment of an e-Gov solution tailored to Abu Dhabi's needs.

Trends in technology and international public sector service delivery have generated the necessary experience, skills and know-how to deliver this kind of project in the Emirate. Importantly, international advice and involvement will make a positive contribution to the technological capabilities of the local public sector.

5. Opportunity to enhance computer and online skills
The development, deployment and supervision of a comprehensive e-Gov system in Abu Dhabi represent an ideal opportunity to enhance the levels of proficiency and technical skill across the public sector.

6. Popularity of the 'one-stop shop'
It is evident demand exists for consolidated Government interactions, when they are presented appropriately. A recent example is the Tamm project - a physical site in the Western Region of Abu Dhabi where a range of Government entities are represented in the one location. This enables individuals to conduct administrative business with 17 agencies in one convenient location. This initiative has had significant initial success. In 2006, its first full year of operations, the Tamm project handled more than 49,000 transactions. Indications are that in 2007 the centre will handle in excess of 60,000 transactions. Clearly, demand exists for this 'one-stop shop' approach to government service provision. The e-Gov strategy enables that approach to be replicated in an online setting.

7. Minimizing costs
There are opportunities to generate significant cost-savings for the Government of Abu Dhabi through more efficient service delivery, simplified processes and a reduction in duplication.