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12th GCC's eGovt Forum gets under way in Dubai

In the world today, customer service makes all the difference between an organisation's success and failure. It is very often the benchmark on which good organisations and great organisations are differentiated.

The UAE leaders have realised that the only way to take advantage in the 21st century economy is shifting from monopoly to an open market, supporting privatisation, building the public sector brands and empowering them to challenge the competitors.

When it comes to the government's service efficiency, most of the organisations need to implement eServices to meet the growing demands of highly knowledgeable customers and fast growing business sectors. Indeed eGovernment has been emerged as an innovative solution for attaining exceptional levels in customer satisfaction and for raising the standard of living by introducing customer-centric service strategies.

In order to provide the optimum services to its customers and meet the future challenges, most of the organisations are shifting their focus to online. So, there is more demand for national work force to strengthen eGovernment services in order to tackle the problems raised by globalisation and for building a new organisational culture in the region.

Electronic Visa Processing of Dubai Naturalisation and Residency Department (DNRD) was the topic for case study and discussion. This online service has made it possible for applicants to process their visas faster, easier and in a flexible manner.

Once all the details are filled in online, a printout is taken by the applicant and this has to be signed or stamped by the sponsor. The system also provides for uploading the required documents by scanning them. This give a positive impression to the customers as it shows a flexibility and reliability. It discards the long queues, tedious paperwork, long waiting time and in turn it ensures true transparency in the services. The service demonstrated how technology can be used to create a customer oriented services and, at the same time, protect the interest of the country by preventing illegalities.

The case study presentation revealed the unidentified facets and advantages of electronic visa processing to the business world.

Global eGovernment leaders and top designation executives including senior government officials, ministerial delegations, CIOs, IT managers, business leaders, analysts as well as academics from leading organisations have participated in the case study and discussions.

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