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
www.emiratesid.ae © 2010 Emirates Identity Authority. All rights reserved
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.
© 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.
• Introduction: Emirates Identity Authority
© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority
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).
© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority
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).
© 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.
• Service Quality
© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority
---------- 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.
© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority
---------- 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).
© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority
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
© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority
Service Quality
10 determinants
of Service Quality?
© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority
© 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.
© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority
© 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.
© 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.
• UAE e-Government Strategy 2012-2014
© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority
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.
© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority
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.
© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority
Strategic intents, goals, and work themes
© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority
Operating Model
© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority
Operating Model
© 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. • Federated Architecture to improve SQ.
© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority
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
© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority
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
© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority
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
© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority
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.
© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority
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.
© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority
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
© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority
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
© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority
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.
© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority
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.
© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority
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.
© 2010 Emirates Identity Authority. All rights reserved هيئــــــــة اتحــــــــــــادية |Federal Authority
Dr. Ail M. Al-Khouri Director General | Emirates Identity Authority | United Arab Emirates | [email protected] | www.emiratesid.ae