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Dubai: The UAE ranks first in citizen satisfaction and third overall when it comes to digital government, a new study of 10 countries suggests.
The Emirates was only beaten by topper Singapore and runner-up Norway in the Accenture report.
The global consultancy’s rankings were announced at a press briefing on the sidelines of the Government Summit in Dubai on Tuesday.
The six-month study collected feedback from 5,000 “educated people” in each country, on their experience with digital services.
An Accenture official said digital government was more than “just putting a service on a website — that’s all in the past. It’s about engaging people about the future of services.”
Criteria
The countries in the study — Brazil, Germany, India, Norway, Singapore, South Korea, the Kingdom of Saudi Arabia, the UAE, the United Kingdom and the United States — were measured against a number of criteria.
One indicator was Citizen Service Delivery Experience, the extent to which government agencies place people at the heart of the service.
Another was Citizen Satisfaction, which measured how strongly citizens believed governments met their needs.
A third was Service Maturity, the level to which a government had developed a digital presence, in terms of interactions and online transactions.
Top-ranked Singapore, for example, is poised to be one of the first countries where every citizen has an electronic health record.
In Norway, 78 per cent of citizens believe the government should consult them in designing and delivering public services.
My Gov portal
And the UAE’s My Gov portal is a good example of a single, “all-encompassing channel” for citizens to communicate with all federal government departments, Accenture managing director Khalid Al Yahya said.
“Citizens interact online with retailers and banks and they also want to engage digitally with their government, connecting via mobile devices 24-7,” Bernard Le Masson, who leads Accenture’s health and public service global consulting business, said.
In the UAE, 80 per cent of respondents said their government is proactively addressing their priorities in health, employment and education.
