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Survey reveals slight drop in quality of eGovernment services


Customer service is one of the top reasons for using online services

April 15, 2014 9:28 by

A recent survey of the quality of eGovernment services reveals a 1.2 per cent decline in customer satisfaction. However, market research agency YouGov maintains that UAE public institutions are delivering high-quality online services to nationals and expats across all seven emirates.

The eGovernment Satisfaction Survey (eGSS) tracks eight different types of UAE public sector organisations, including police, transport (including Salik), health, local government, electricity and water, municipalities, Emirates ID and telecommunications. It combines a range of measures, including satisfaction, trust, recommendation and recent improvement, to produce an eGovernment Satisfaction Index (eGSI) that allows government institutions to track public perception of their online services.

Data was collected from approximately 4,000 UAE residents from November 25, 2013, to January 12, 2014. According to YouGov, results are representative of the online population in the UAE.

This is the second eGSS wave conducted by YouGov, which reveals that overall satisfaction with eGovernment services for all institutions in January 2014 was 67.1, just below the 68.3 score measured in June 2013.

Local Governments were the highest performing public institutions online with an overall eGovernment Index (eGSI) score of 72.7, overtaking the police in second place, which scored 69.7 for its online services.

The survey reveals that Emiratis and Abu Dhabi residents are more satisfied with eGovernment services than westerners and residents living in Sharjah, who feel there is room for improvement.

The study also demonstrates that 52 per cent of online respondents are aware of the UAE eGovernment programme, representing a five per cent increase in general awareness.

Seventy eight per cent of respondents said they had interacted online with at least one public institution in the past three months. The police departments, electricity and water providers and transport departments all have the highest level of online interaction compared with other institutions, according to the report.

It also shows that the top three activities of people using public websites are: looking for information, using the search engine and registering – all 53 per cent respectively – followed by getting in touch with customer services.

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