M-governance encourages people to use mobile phones for govt services

The biggest challenge with introducing m-governance in Dubai would be encouraging people to actively use government services with mobile apps, said a senior official from the Dubai Smart Government (DSG).

“People still prefer to pay over the counter. However, with the new services we have included, people are beginning to actively use mobile phones to gain access to government services. People need to know that online transactions are safe,” said Hessa Al Balooshi, e-pay section manager of DSG.

She spoke to Khaleej Times on the sidelines of the 33^rd Gitex Technology Week 2013. Under the slogan ‘Together for your Happiness’, DSG has announced several new smartphone applications for the first time at this edition of Gitex Technology Week 2013 which is on at Dubai International Convention and Exhibition Centre from October 20–24.

The DSG launched a range of new smart applications and initiatives including the Mobile gateway app mDubai, mPay app, HR Self-service app, e-services app, the Suggestions and Complaints app, MyID, and iProc Mobile App among several others. “From what we gather, the most popular app among people so far has been to pay bills. All apps to pay bills including etisalat, Dubai Electricity and Water Authority (Dewa) and traffic fines have been popular among people,” said Al Balooshi.

Clarifying billing procedures, Al Balooshi said: “The payment gateway is verified by Visa and MasterCard. To keep services safe, all transactions are 3D secure (a service where people are asked to enter their PIN code before making a payment). We do not store credit card information on our online payment services,” added Al Balooshi. The department is looking to m-services available to all government-related services.

Ahmad bin Humaidan, Director-General of Dubai Smart Government, said: “This year’s edition of Gitex is distinguished for the excellent array of smartphone applications, which come in line with the smart government initiative launched by His Highness Shaikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, and in implementation of the directives of Shaikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of Dubai Executive Council, for prompt shift to smart government.”

He added: “Services and applications will contribute to changing Dubai into an integrated, knowledge-based city in the 21^st century based on our belief that we should achieve results that will comply with the leadership’s aspirations and hopes to ease the life of people and make them happy.” - dhanusha@khaleejtimes.com

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Some of the apps on offer

• mDubai: This free app is the most comprehensive for communicating with Dubai government departments and entities for real-time news and activities and contact details. It can be accessed under mDubai from App Store for iPhone users.

The app offers several features including: Viewing the most used eServices; accessing location maps of more than 1,600 locations of important service providers in Dubai such as pharmacies, hospitals, schools, police stations, shopping malls, tourist areas, clinics, public parks, banks and submitting feedback and complaints. Users can receive notifications of interesting news happening in Dubai and search for any government service under How To.

• mPay app: This is a free app that can be accessed under mPay from App Store for iPhone users and from Google Play Store for Android users. Four government and semi government entities namely, Dubai Police, Dewa, Roads and Transport Authority (RTA) and Etisalat are participating in the app, which allows five most used government services to be implemented in one step. These include paying Dewa bills, topping up Salik and Nol cards, paying traffic fines and settling subscription bills in any or all of 5 Etisalat services at the customer’s discretion, these being the GSM bill, broadband Internet bill, E-Vision bill, dial-up Internet bill and landline phone bill.
• HR Self-service app: This app available on Apple and Android devices provides easy and prompt services for all staff of the departments of human resources, allowing them to inquire about their job data and submit their requests to accomplish a set of personal requirements related to human resources, such as providing requests for a certificate, leave, and salary details, or making inquiries about human resources, job evaluation, salary changes, ticket details, and changes of the PIN.
• Suggestions and Complaints app: This app enables customers residing inside or outside the emirate to provide their comments, suggestions, and complaints about the services provided to them by Dubai government entities without any barriers and with the possibility to track their complaints.
• MyID: MyID, the first stage of which is being launched during Gitex, provides a unified and secure electronic identity that allows customers to access all electronic and smart services provided by Dubai government entities on smartphones or the Internet through single sign-on access, using the Emirates ID card. This unified access to Dubai government eliminates the need for registering in each government entity separately by optimising the feature of the national ID card, this being the official document for verifying the identities of individuals.
• iProc Mobile App: This app allows users at government entities to request materials from stores using Apple and Android smart phones. It helps users in selecting the stores they want to request items from, adding frequently used items to Favorites List for later quick selection and submitting requisitions for management approval.
• GRP gateway: This gateway has been designed to provide GRP users at Dubai government entities with easy and fast access to all the services related to these systems in one place. Through this gateway, users can view the government entities participating in the systems and the training services available in PDF format on videos that users can process at any time and can also download and store as a reference for use in self-training. The gateway allows users to submit applications for support services for GRP systems, join GRPS debate forum and view business intelligence reports.
• Business Intelligence: This is a set of methodologies, processes and technologies that transform raw data into meaningful and useful information for business purposes to help decision-makers at government entities take better decisions. This system will be applicable to all government departments and entities using GRP systems and eServices. It incorporates performance indices and reports on finance systems, asset management, supply chain systems, HR systems, payroll systems and eServices systems.

dhanusha@khaleejtimes.com