The Government Role in improving Service Quality in Public Sector: The Case of the Emirates Identity Authority

Our Vision: To be a role model and reference point in proofing individual identity and build wealth informatics that guarantees innovative and sophisticated services for the benefit of UAE

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Federal Authority| هيئــــــــة اتحــــــــــــادية

Higher Colleges of Technology, Abu Dhabi Mens College, Abu Dhabi.

The Government Role in improving Service Quality in Public Sector

Case: Emirates Identity Authority

Venue:

partners in building the security and economy of UAE

Sunday 24 June 2012

Customer Service Conference, Sunday – 24 June 2012, Rome - Italy

© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority

Presentation Content

• Introduction: Emirates Identity Authority

• Service Quality ?

• UAE e-Government Strategy 2012-2014

• Federated Architecture to improve SQ.









About Emirates Identity Authority

Emirates Identity Authority is an independent

federal government organization, established by the

presidential decree no. (2) in 2004, tasked to develop

a national identity management infrastructure for

the government of the United Arab Emirates.

The infrastructure is envisaged to support

e-government progress and strategic planning and

decision making in the country. One of the key

components of the infrastructure includes producing

national identity cards to all population in the country;

citizens and legal residents, that will act as the

primary means through which people’s identities will be

identified and authenticated (i.e., through a unique

identification number, smart card, and biometrics).


About Emirates Identity Authority

Emirates Identity Authority is an independent

federal government organization, established by the

presidential decree no. (2) in 2004, tasked to develop

a national identity management infrastructure for

the government of the United Arab Emirates.

The infrastructure is envisaged to support

e-government progress and strategic planning and

decision making in the country. One of the key

components of the infrastructure includes producing

national identity cards to all population in the country;

citizens and legal residents, that will act as the

primary means through which people’s identities will be

identified and authenticated (i.e., through a unique

identification number, smart card, and biometrics).







• Service Quality


---------- in the user centred organisation, quality service and user satisfaction become a primary goal. Service qualty focused on the needs and expectations of customers to improve products and or services. It measures the gap between the customer's level of expectation (from minimal to desired, to perceived) and how well they ated the services. Measuring service qaulity in libraries can be both a specific project as well as a continuous process to enhance and improve services. ----------- Why measure service quality? to identify where services need improvement from users point of view to provide services that are more closely alighed with the expecations of your users. to compare our service quality with other institutions in an effort to develop behnamarkts or best practices. ---------------

Service Quality

• Service Quality is an evaluation of specific

attributes, probes into precise statements on which the government agency seeks customer input.

• Satisfaction focuses on a specific transaction

or, in the case of overall satisfaction; it is a cumulative judgment based on collective encounters, of emotional reactions to an experience or collection of experiences.


---------- in the user centred organisation, quality service and user satisfaction become a primary goal. Service qualty focused on the needs and expectations of customers to improve products and or services. It measures the gap between the customer's level of expectation (from minimal to desired, to perceived) and how well they ated the services. Measuring service qaulity in libraries can be both a specific project as well as a continuous process to enhance and improve services. ----------- Why measure service quality? to identify where services need improvement from users point of view to provide services that are more closely alighed with the expecations of your users. to compare our service quality with other institutions in an effort to develop behnamarkts or best practices. ---------------

Service Quality

In a citizen centred government, quality service and citizen satisfaction become a primary goal. Service quality focuses on:

• the needs and expectations of customers to improve products and or services.

• measures the gap between customer's expectation and how well they rated the service(s).


Service Quality

What are the

determinants

of perceived service quality?

© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority © A. Parasuraman, University of Miami; not to be reproduced or disseminated without the author’s permission 10

Determinants of Perceived Service Quality

© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority © A. Parasuraman, University of Miami; not to be reproduced or disseminated without the author’s permission 11

A “GAP” Model of Service Quality


Service Quality

10 determinants

of Service Quality?


© A. Parasuraman, University of Miami.

13

Determinants of Perceived Service Quality • Tangibles: Appearance of

physical facilities,

equipment, personnel, and

communication materials.

• Reliability: Ability to perform

the promised service

dependably and accurately.

• Responsiveness:

Willingness to help

customers and provide

prompt service.

• Assurance: Knowledge and

courtesy of employees and

their ability to inspire trust

and confidence.

• Empathy: Caring,

individualized attention the

firm provides its customers.

There are ten general determinants of service quality that can be applied to most types of service. These are general criteria that can be used to assess the quality of service customers expect and receive.


© A. Parasuraman, University of Miami.

14

Determinants of Perceived Service Quality • Tangibles: Appearance of

physical facilities,

equipment, personnel, and

communication materials.

• Reliability: Ability to perform

the promised service

dependably and accurately.

• Responsiveness:

Willingness to help

customers and provide

prompt service.

• Assurance: Knowledge and

courtesy of employees and

their ability to inspire trust

and confidence.

• Empathy: Caring,

individualized attention the

firm provides its customers.

There are ten general determinants of service quality that can be applied to most types of service. These are general criteria that can be used to assess the quality of service customers expect and receive.









UAE e-government development methodology

Vision: Advancing the

competiveness of

the United Arab

Emirates through

the application of

world class practices in all

areas of e-

government.


UAE e-government development methodology

Mission:

Innovative e-

government, committed

to contributing to raising

the competitiveness of

UAE, and provide world-

class, multi-channel

services, that are based

on customer needs,

through an integrated

and efficient

government, benefiting

from advanced digital

infrastructure and

qualified human

resources within an

intelligent government

framework.


Strategic intents, goals, and work themes


Operating Model


Operating Model






• Federated Architecture to improve SQ. • Federated Architecture to improve SQ.


e-Government Evolution With increasing digital communications and connectivity, Government interacts with the Citizens in the virtual world. The e-Citizen comes into play here. Conventional physical trust now needs to be provided with a clear need to identify physical entities in a virtual world. The complexity arises with the fact that a citizen plays multiple roles while interacting with the Government and role based identities no longer become relevant in Government Transactions. This makes it imperative for the Governments to own the Identification Process itself and provide secure, unique and tamper-proof digital identities to its population.

De

live

rin

g V

alu

e T

o C

itiz

en

s

Complexity of Implementation and Technology

Web

Presence

Agency web

sites provide

citizens with

information on

rules and

procedures

Limited

Interactions

Intranets link

departments

allowing for Email

contact, access to

online databases

& downloadable

forms

Transactions

Electronic

delivery of

services

automated.

Applications

include issue

of certificates

and renewal of

licenses

Transformation

Joined up

government. All

stages of

transactions

including payments

are electronic.

Applications include

government portals.

New models of

service delivery with

public private

partnerships


23

Federated Architecture for 3rd Generation eGovernment A new way of integrating different e-services is established with the federated architecture of verksamt.se. The new technical architecture makes a distributed responsibility for both development and management of e-services and contents possible. Other key elements of the technology solutions behind verksamt.se are the focus on accessibility, use of open standards and open source. Design rules and modular components for shared uses like authentication, digital signing and information exchange assure both efficiency and most important, a good user experience

.. integrating

different e-services is

established with the

federated architecture

focus on accessibility, use of open standards and open source.

.. information

exchange, efficiency, good user experience


24

Federated Architecture for 3rd Generation eGovernment

Security

(Trust)

A new way of integrating different e-services is established with the federated architecture of verksamt.se. The new technical architecture makes a distributed responsibility for both development and management of e-services and contents possible. Other key elements of the technology solutions behind verksamt.se are the focus on accessibility, use of open standards and open source. Design rules and modular components for shared uses like authentication, digital signing and information exchange assure both efficiency and most important, a good user experience

.. integrating

different e-services is

established with the

federated architecture

focus on accessibility, use of open standards and open source.

.. information

exchange, efficiency, good user experience

authentication,

digital signing


25

• Undertaking strategic initiatives and implementing

numerous ICT projects at

national levels to support e-Government.

• Key program: National

Identity Management

Infrastructure

• Smart Card: world most advanced and secure

Case:

UAE e-Citizen Program Among the GCC Countries, Bahrain, UAE, Kuwait, Oman, Qatar are leading the e-Government initiatives. UAE takes pride in undertaking strategic initiatives and implementing numerous IT Projects at the National level for the e-Government facilitation. One of the key programs launched by UAE is the National ID Card Program. UAE issues a Smart Card with Digital Identity to all its population of Nationals and Expats who reside in the country. 1. The UAE National ID Card is one of the world’s

most advanced and secure Smart Cards. The card is provided with identification parameters stored securely in the Smart Chip. 2. The card thus enables establishing a person’s identity On-Site and Remotely allowing secure and trusted transactions 3. The multi factor authentication which provides both match-on-card and match-off-card features & it facilitates Validation, Verification and Authentication of an Identity. 4. The card holder then gets accorded all Identity Based Services as shown in the next slide.


26

National ID Card: Key Enabler for UAE e-Gov Among the GCC Countries, Bahrain, UAE, Kuwait, Oman, Qatar are leading the e-Government initiatives. UAE takes pride in undertaking strategic initiatives and implementing numerous IT Projects at the National level for the e-Government facilitation. One of the key programs launched by UAE is the National ID Card Program. UAE issues a Smart Card with Digital Identity to all its population of Nationals and Expats who reside in the country. 1. The UAE National ID Card is one of the world’s

most advanced and secure Smart Cards. The card is provided with identification parameters stored securely in the Smart Chip. 2. The card thus enables establishing a person’s identity On-Site and Remotely allowing secure and trusted transactions 3. The multi factor authentication which provides both match-on-card and match-off-card features & it facilitates Validation, Verification and Authentication of an Identity. 4. The card holder then gets accorded all Identity Based Services as shown in the next slide.


27

Multi-Factor Factor Authentication

G2C, C2G

G2B, B2G

B2C, C2B

G2G C2C, B2B

The capabilities of On-Site Identification, Remote Identification and Authentication are available to be used across the different applications enabling G2C, C2G, G2B, B2G, G2G, C2C, B2B, B2C, C2B Transactions. These are facilitated by PIN Verification, Biometric Authentication (Match on Card and Match Off Card) and Digital Signatures. A key enabler of G2G transactions is the Federated Identity. The UAE National ID Card is a Strategic Initiative in UAE to enable Secure e-Government transactions.

• Smart Card

• PIN

• Biometrics

• Digital Certificates

• Digital Signature

• Time Stamp


28

National ID Card: enabling secure eGov Transactions

G2C, C2G

G2B, B2G

B2C, C2B

G2G C2C, B2B

The capabilities of On-Site Identification, Remote Identification and Authentication are available to be used across the different applications enabling G2C, C2G, G2B, B2G, G2G, C2C, B2B, B2C, C2B Transactions. These are facilitated by PIN Verification, Biometric Authentication (Match on Card and Match Off Card) and Digital Signatures. A key enabler of G2G transactions is the Federated Identity. The UAE National ID Card is a Strategic Initiative in UAE to enable Secure e-Government transactions.

• Physical (On-Site) or

Virtual (Remote)

Identification and

Authentication across

different applications

enabling G2C, C2C, …

transactions.

• PIN Verification-

Biometric (Match

On/Off Card), digital

signature.

• G2G: Federated

Identity.

Ca

pa

bilitie

s


National ID Card: enabler for e-Gov

UAE is taking rapid strides in integrating the National ID Card for realizing various benefits for the population. Some of the current deployments for Card usage include the e-Gate Service at the Airports that allows card holders to pass through the immigration using biometric authentication. Abu Dhabi Government has the ability to login to the Portal and avail of various e-Services and utility payments. Integration of the National ID Card is ongoing in all the Federal and Local Ministries. The UAE National ID Card thus sets the corner stone for enabling the e-Government and e-Services of the Government.

ID Card: sets corner stone for enabling e-Gov and eServices.

e.g., e-Gate biometric

authentication, Abu Dhabi Portal: eServices and utility payments.


30

• Rapid strides in integrating

National ID card to realise

various benefits for population.

• Integration: local and federal

• Examples: e-Gate: biometric authentication Abu Dhabi

Portal: eServices and utility

payments

United Arab Emirates

E-Citizen UAE is taking rapid strides in integrating the National ID Card for realizing various benefits for the population. Some of the current deployments for Card usage include the e-Gate Service at the Airports that allows card holders to pass through the immigration using biometric authentication. Abu Dhabi Government has the ability to login to the Portal and avail of various e-Services and utility payments. Integration of the National ID Card is ongoing in all the Federal and Local Ministries. The UAE National ID Card thus sets the corner stone for enabling the e-Government and e-Services of the Government.


31

Service Quality This brings to the fore the need for standardization, interoperability of systems, business process integration, data exchange and information exchange. The e-Government initiatives in all the GCC Countries will succeed better when the citizens are able to transcend the physical borders to carry out their transactions. An Emirati visiting Oman should be able to use the UAE National ID Card by signing digitally in Oman using his/her digital certificate, a Qatari citizen should be able to conduct e-commerce on UAE websites using his/her National ID Card verified and validated by a single GCC ID Service. All GCC citizens should be able to move freely and securely across borders using e-passport features and biometric authentication carried out by an integrated border control ID Service. This is the future!!

Service Quality (e-Gov initiatives): will succeed when citizens are able to

transcend the physical borders to carry

out their transactions.


Dr. Ail M. Al-Khouri Director General | Emirates Identity Authority | United Arab Emirates | [email protected] | www.emiratesid.ae

The Government Role in improving Service Quality in Public Sector: The Case of the Emirates Identity Authority

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