Virtual gets real: Digital-only day becomes a hit in Dubai

Dubai - Most government transactions were done via mobile apps, web portals and e-kiosks.

There were no long queues of customers, no heavy paperwork and parking areas were almost empty of cars at most government service centres on Thursday, which was observed as 'A Day Without Service Centres' in Dubai.
Most government transactions were done via mobile apps, web portals and e-kiosks to encourage customers to use these smart channels for around 950 government services provided by 33 public and private sector entities.
But some transactions which required a personal appearance still continued at the service centres while staff and executives were on hand to assist customers who were not aware of the 'virtual day'.

The initiative approved by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, and launched by the Department of Finance (DoF), which will now happen annually, was aimed at boosting Dubai's digital transformation drive and making the emirate one of the smartest cities in the world.
Chinese expat and Dubai resident Li Xiaotian, who went to the General Directorate of Residency and Foreigners Affairs Dubai office in Al Manara, told Khaleej Times that she found applying for the visa extension of her friend faster by using the GDRFA app.
"A staff assisted me and I just uploaded my Emirates ID details and my friend's passport details and the transaction was done in a couple of minutes," she said. "I was not aware I could even do this at home but nevertheless I did not have to queue at the centre."
Although some customers were confused when they found most service counters empty, they were assisted by staff carrying tablets and there were also e-kiosks available to do their transactions.
Abu Dhabi resident Erwin dela Cerna also went to a government service centre but that was because he was transferring his vehicle ownership to his compatriot Ralph Fortes who lives in Dubai.
Alia, a Roads and Transport Authority (RTA) staff at Al Manara Centre, said most customers were quick to adapt. "They were even excited because they were able to finish their transactions immediately," she added.
Speaking to Khaleej Times, Ahmed Mahboub, executive director of customer service at RTA's corporate administrative support services sector, said: "The initiative (virtual day) was a great success for the RTA."
"It encouraged customers to migrate to smart channels in processing their transactions and availing government services as part of the overall strategic objective of making Dubai as the smartest city in the world," he added.
"It was also a big test for our online services especially as we are aligning our services towards the government's vision of shifting 80 per cent of government transactions digital by 2018," he underlined.
Teams of the concerned staffs of those centres have been trained on directing customers to use alternative channels in processing their services in support of this initiative," added Mahboub.
The RTA closed its customer centres in Umm Al Ramool, Al Barsha, Deira, Al Awir, Al Tawar, Al Manara and Al Kafaf. Customers were directed to RTA's website (www.rta.ae), smart apps and smart service kiosks where they were able to renew vehicle registration, driver's licensing, parking cards, and top-up their Salik account.
angel@khaleejtimes.com
 

• Dubai