Issue 148 - February 2016
World Government Summit in its fourth edition: Future challenges in the eyes of world leaders Information security in the smart city: A guarantee to ensure sustainability
Smart learning in Dubai: the services and the prospects for development
Happiness index: from government to private sector
Vision
To become a world-class smart government for the 21st century.
Mission
Follow us
To formulate and implement policies and initiatives for innovative and smart ICT usage contributing to economic welfare, social progress and global competitiveness of Dubai.
/DubaiSmartGov
@Dubaismartgov
@DubaiSmartGov
Editorial Team
General supervision Media and Content Management Section Marketing & Corporate Communications Dept
Contact the Magazine Dubai Smart Government Tel: 04-4056274 Fax: 04-3532988 P.O. Box: 90300 Email: media@dsg.gov.ae
An electronic version can be viewed on www.dubai.ae
The articles in this publication reflect only the author’s opinions and not necessarily those of the Smart Government or its staff. Republishing of material in this publication is not permitted without attribution of this publication as the source.
Issue 148 - February 2016
4 World Government Summit in its fourth edition: Future challenges in the eyes of world leaders
12 Smart cities around the world: Amsterdam lies between reality and aspirations
13 Government social networking: Involving citizens in the smart transformation
14 E- Services Excellence Awards presented by Dubai Trade
Editorial
The UAE produces knowledge for future governments The radical changes that took place at the World Government Summit 2016 have turned it from being just a global event to becoming a global institution. Operating throughout the year on the directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, UAE Vice President and Prime Minister, and Ruler of Dubai, the Summit is a reflection of the UAE’s success and its capabilities when it comes to nurturing and developing ambitious leaders of the future, making the UAE an advocate of creative thinking and a leading country in the field of government development.
of society. DSG equips government departments with smart information services and technological infrastructure to help them exchange data and government information in a secure environment. The data includes information that contributes to the sustainable development of Dubai and the government unified data center for disaster recovery, which is associated with the government information network – a unified network connecting departments and serving as a highly protected, secure sharing platform for government data transactions and information transfers.
The core objective of transforming the Summit into an institution is to form a permanent institutional mechanism for activities related to the areas of research and knowledge, and the launch of reports and global development indicators to explore and look at the future of all sectors. This institution discusses the future of human development issues including education, healthcare, science and technology, the future of the economy, digital currency, the labour market, the role of the youth, the next generation of robots, and most importantly, the discussion around the question: Why or when governments fail?
The launch of the DSG smart cloud in October 2015 also contributed in the availability of common smart infrastructure that allows all government entities in Dubai to easily access a list of technical information resources, which saves every government entity the additional costs and efforts of having separate information.
In its fourth edition, The World Government Summit looked at the latest topics addressing future technical applications related to government activities. This included research on the next generation of future governments, and answering questions such as: What will happen after the electronic and smart government? How will government activities mechanisms change in the future and help citizens be part of the provision of government services? Because Dubai was and will remain unique in its ability to stay in the lead due to the smart policies of the wise leadership of His Highness Sheikh Mohammad Bin Rashid Al Maktoum and his inspiration for the future, Dubai Smart Government Establishment has taken the initiative to create a road map for the development of government performance through employing all smart innovative channels that give reach to a smart interconnected government that meets the needs of customers, facilitating their lives and resulting in their overall satisfaction. The achievements of DSG can be seen in the smart creative services available to all segments
2
Issue 148 February 2016
To facilitate the access of government departments in Dubai to technical support and assistance from the teams of DSG, the electronic support system comes to achieve the vision of a collaborative government, keeping up with the government’s goals. These ambitions include the effective implementation of the government regulations and government applications provided by DSG to all Dubai government entities through the development of services provided by government departments. Because the ultimate goal remains the happiness of the people, DSG worked to link government entities with the central database of the happiness index. It is a smart, user-friendly, interactive tool linked to a centralized electronic network that measures the “happiness index” of the public and their satisfaction with government services provided to them on a daily basis, taking into account the rapid changes and people’s expectations. This process is done through smart or electronic devices distributed in the premises of governmental organizations. With each edition of World Government Summit, DSG finds itself bound to develop smart insights, tools and services to keep up with the developments and the requirements of the continuously evolving government, and to ensure happiness to customers. Editorial Team
News
Smart applications and services
Honouring the Dubai Smart Government Establishment in recognition of its efforts The General Secretariat of the Higher Committee for Legislation honoured the Dubai Smart Government Establishment in recognition of its efforts in the operation and implementation of government resource planning systems, its intelligent employees’ application service, along with its commitment to the professional standards that led to the development of smart transformation efforts in the emirate, boosting government integration, following the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, UAE Vice President, Prime Minister and Ruler of Dubai.
Mohammed bin Rashid among the world’s most popular leaders on Twitter His Highness Sheikh Mohammed bin Rashid Al Maktoum, UAE Vice President, Prime Minister and Ruler of Dubai was selected among the world’s most popular leaders on the social media platform, Twitter, in a report issued by the Digital Policy Council Foundation, “Digital Daya” for Strategic Consulting. The report pointed out that His Highness Sheikh Mohammed bin Rashid Al Maktoum was in fourth place globally during 2015, as more than two million followers are following him on his Twitter account.
“Dubai Design District” launches 21 smart initiatives Dubai Smart City Office discusses ways to support the smart transformation of Dubai Dubai Smart City Office discussed a number of projects being carried out, which aims to provide greater happiness to customers, enhance their confidence in smart government services, and reduce the amount of time and cost in the operations of the delivery of government services, all the way to transform Dubai into the global smartest city. The Office seeks to ensure the continuation of work with all government departments in Dubai, in order to achieve the strategic goals that have been set to transform Dubai to the smartest city in the world by 2017.
Dubai Design District (d3), a member of TECOM group, has launched 21 smart initiatives, as part of its efforts to participate in the smart transformation of the city of Dubai. d3 hopes to contribute to the achievement of the economic goals in the emirate of Dubai, through its activities, which specializes in the design and fashion industry. It seeks to establish a business community of smart and integrated business partners and visitors through its initiatives. d3 was established through cooperation between several government departments in Dubai and it is a benchmark and a model of smart cities, offering innovative and smart initiatives to make the experience of the human population a pillar for building a sustainable environment.
You can find more news on our facebook page:
www.facebook.com/dubaismartgovernment
Issue 148 February 2016
3
Cover story
World Government Summit in its fourth edition: Future challenges in the eyes of world leaders The World Government Summit, which is annually held in Dubai, is considered to be the largest gathering of its kind for government officials and experts looking into the future. In the 2016 summit, 3,000 participants from more than 125 countries were part of the event which held sessions to discuss more than 70 topics covering all the issues related to the challenges facing governments of the world, and how to overcome them.
4
Issue 148 February 2016
Transforming the Summit into a global institution makes the UAE a leading country in governmental development and good governance
Future dialogue
The US President, Barack Obama inaugurated the World Government Summit in its 2016 sessions through a video conference. His Highness Sheikh Mohammed bin Rashid Al Maktoum, UAE Vice President, Prime Minister and Ruler of Dubai conducted a dialogue with nearly ten million social media followers on the first day of the Summit. Sheikh Mohammed answered all the questions asked by his followers on the future of governments and government sectors such as education, health, and other departments that offer a variety of government services. What distinguished this year’s Summit was that it worked on the transition of governments to shift from looking to the future to creating the future by putting individuals at the centre of attention of government action.
Prominence of the UAE
The hosting of the World Government Summit by the United Arab Emirates is a confirmation of the country’s leading position in the areas of global development. Through the innovations it presented to the world to serve communities, the UAE has earned a leading role in all world initiatives with a global dimension, a dimension that has helped contribute to the promotion of governments that are ready to face the global challenges of the future through what is provided by globally praised initiatives.
centre for global research, and enable them to design the Summit sessions in a new way to open doors to further discussions on the visions that are shared by the participants. Additionally, it has developed its website and smartphone application which serve the participants in the Summit, and at the same time enables them to communicate seamlessly and effectively and get to know all the information they need about the “exhibition of creative governments,” and the award for the “best minister in the world”.
Unique global presence this year
More than 3,000 participants coming from more than 125 countries around the world participated in the World Government Summit 2016. US President Barack Obama was the first speaker, and the Chairman of the Republic of Rwanda, Paul Kagame, talked about his country’s experience in bringing a million people out of poverty, highlighting the initiatives that can be implemented in developing countries. The Summit was also notable for the presence of college students who talked about their visions and aspirations through dialogue sessions that dealt with 70 different topics.
International institution
The World Government Summit is now an international institution that has objectives to implement throughout the year, where that institution published studies and research, as well as launching development indicators through its strategic alliance with many partners around the world. The Summit was transformed into an institution, and it contributes in enabling governments around the world to explore the challenges of the future, through its transformation into a
President Obama delivers his speech during the summit via closed-circuit television
Issue 148 February 2016
5
Direct dialogue between government decision-makers, the new generation and future leaders makes the Summit a platform for the integration of creative talents within the government workflow
Eight Main Sectors The World Government Summit 2016, spanned three days and covered eight vital sectors including education, health, science, innovation and technology, economy and the labour market, development and sustainability, and the cities of the future, governments and labour force, and
human capital management. This year saw a reduction in presentation time granted to the speakers, in order to provide an opportunity for the public to have dialogue with experts and officials, as well as to enable the public to interact with the various communication channels and smart platforms at the Summit.
The future in the eyes of world leaders and experts
The Summit has become an exhibition of best practices and government initiatives that make life happier
6
Issue 148 February 2016
The World Government Summit discussed a number of issues that concern the future of the countries and people in the short and long term. The Summit initiated a dialogue about the legacy of the forgotten Arab scientific civilization, and the challenges facing the Arab world leaders to achieve sustainable development by stimulating innovation. The sessions also witnessed discussion on topics including “how science makes today the technology of tomorrow,” “readiness of governments for the unexpected future,” and “innovation in clean energy.” The Summit sessions also saw discussion of what the Arab governments have to do now in preparation for the future, in addition to the future effects of 3D printing printer on our lives. The Summit also hosted a series of lectures included topics dealt with inputting programming to the educational curriculum, employing an innovative play in education, and the role of social media in shaping the future of education. The Summit dealt with ideas that will help transform the world’s governments to more innovative governments and what governments must do to keep pace with future economic patterns, the dangers of the digital world and ways to face them.
Rwanda’s experience
The World Government Summit 2016, welcomed Paul Kagame, President of the Republic of Rwanda, who spoke on his country’s experience in the field of development, the performance of his administration since 2000 that enabled the administration to achieve an economic growth rate of 8% after the end of a long civil war which tore the country apart for years. The Rwandan government has helped attract many investments and lift a million people out of poverty, doubling tourism revenues five times, raising the enrolled students in basic education, reducing infant mortality rates, and empowered women politically.
Future studies and reports
The World Government Summit 2016 issued several reports in cooperation with global scientific research institutions. These reports dealt with artificial intelligence, the development of science, and the future of governments, where reports of artificial intelligence focused on how to employ the analysis of big data that is owned by governments, and then predict what may happen based on the analysis of that data. The Summit launched a survey of the digital transformation of governments, which included more than 1,200 government officials, from 70 countries. The study focused on the use of digital technology in the delivery of government services. The Summit also issued a number of reports that talked about the next wave of future innovations in governance. It also launched the Summit study on the future of work and the role of technology in dealing with big data, methods of mobility, technologies of cloud computing, IoT, in addition to a study on major global
trends that are expected to have an impact in the world for the next 20 years.
Museum of the Future The Summit witnessed the inauguration of Museum of the Future where visitors were briefed on the vivid examples including the latest technology and future means in the world of technology. The museum is designed primarily to transport visitors to the future through robotics and artificial intelligence techniques.
Innovations of creative government The Summit saw an exhibition of “innovation of creative governments” organized by the “Mohammed Bin Rashid Center for Government Innovation”, in order to offer innovative tests by governments around the world to apply successfully in an effort to exchange experiences and knowledge, and enable government officials to have access to those models of innovations, preview, and learn them closely.
Interactive platforms The Summit also enabled visitors to get all the information they need about the Summit’s agenda and news, through a number of interactive electronic platforms, including the Summit website: worldgovernmentsummit.org and the summit’s hashtag #World_Government_Summit and through Twitter.
•
Future government lab releases government services from the bureaucratic model that consumes resources and budgets of developing countries
Issue 148 February 2016
7
Information security
Information security in the smart city: A guarantee to ensure sustainability of life Dubai Smart Government Establishment is keen on activating all information security factors within the set completion plans to turn Dubai into the smartest city in the world. DSG believes in the important role of information security to provide a positive atmosphere for the development and the growth of the smart city. Its role is also to strengthen the trust of the population towards the use of smart services and to participate in the development of these services, as this would build a wellestablished and effective confidence among the public and government institutions providing smart services.
Information security system
The adoption of information security system for Dubai Government from Dubai Electronic Security Centre (DESC) aims to create a safe and secure government information security environment management, through a set of systems and controls to ensure the development of local government systems to enable them to work according to a reliable and secure environment that is storing information in which the process is subject to the highest information security standards, ensuring that information is not to be exposed to any violation during a process, through activation of the use of guidelines governing the process of implementation of the system, and ways to benefit from the technical support of Dubai Smart Government.
Information Security covering 12 areas
The Information Security of Dubai Smart Government covers 12 different areas including management and governance of information security, management of information assets, assess information security risks, management of entry control, management processes and systems, communications, planning and business continuity, ownership of information systems development and management, environmental and physical security, security of human resources, commitment and audit, as well as ensuring information security and performance measurement.
8
Issue 148 February 2016
DSG Role Dubai Smart Government Establishment provides government employees with workshops on information security. DSG launched “We are all responsible” Program in 2015. The Program aims at enhancing the knowledge level of employees whose work is related to information security when dealing with the smart services and devices. These workshops also focus on other topics including social networks, smart devices and protecting children while browsing the web. The main goals of these workshops are regular evaluation of DSG apps, make every app secure before launching it and make sure all apps meet the international standards of ISO27001.
Continuous protection of the user As a result of this continued efforts to delight the users, Dubai Smart Government has won the first prize in information security of application “ePay” and “mPay” in Gulf Information Security Expo & Conference, “GISEC 2015”, where DSG has succeeded in matching all security standards and protected the electronic payment card data, through safe and reliable infrastructure. The specialized teams in DSG update, manage and document the smart services regularly.
•
The role of Dubai Smart Government Establishment in improving information security in Dubai Management of information assets Management and governance of information security
Management processes and systems
Assess information security risks
Security of human resources
Ownership of information systems development and management
Management of entry control
Commitment and audit
Environmental and physical security
Accidents management Communications, planning and business continuity
Information security and performance measurement
Issue 148 February 2016
9
Smart learning
Smart learning in Dubai: the reality of the services available and the prospects for new development The exploitation of modern technology and employment of its resources in educational institutions is an urgent need in the march of the cities that seek smart transformation, where the advantage of those means are characterized by being interactive and are used to develop the students’ innovation and scientific research skills, as well as introducing IT opportunities in the time of technological development, which has become imperative on schools to change the methods and means of traditional patterns in education. The keenness of Dubai Smart Government to launch the latest initiatives to be applied at schools aims at promoting modern teaching methods, and supporting students to enable them to keep abreast of the latest of those initiatives through the use of smart apps.
Leadership initiatives
Mohammed Bin Rashid Smart Learning Program (MBRSLP) comes on top of the smart learning initiatives in Dubai. The program aims to improve the educational system in the UAE in general, and to move towards the next stage of the educational and cultural development. This program was launched under the auspices of His Highness Sheikh Mohammed bin Rashid Al Maktoum, UAE Vice President, Prime Minister of the UAE and Ruler of Dubai, in April of 2012, in line with vision 2021. The program is aimed at promoting the concept of knowledge-based economy through the integration of advanced technologies in the educational process through the best means and methods of educational applications launched globally. This would allow students to show their full abilities and lead the ongoing development of their country. Through this program, the
10
Issue 148 February 2016
government plans to intensify its efforts and investments in order to provide the latest technology for schools, and encourage the development of creativity, analytical thinking, and innovation. MBRSLP plans to create a new culture in public schools’ learning environment through the launch of the “smart classrooms,” providing every student a Tablet PC with access to high-speed 4G wireless networks by the year 2019.
Awards for innovation Awarding prizes for innovation and scientific excellence for students enhances scientific and innovative excellence in various branches of science. It achieves the objectives of promoting a competitive atmosphere among the students while contributing to adding value to the nation in the long run.
Innovative learning styles
Virtual learning environment is simply known as a set of teaching and learning tools designed to enhance the students’ learning experience using computers and the Internet. The key components of these learning environments include courses and curriculum which will be divided and displayed in different ways. These systems are to follow the student and provide online support for both the teacher and the student through electronic communications such as e-mail, threaded discussions and chat rooms, online publishing, links to external resources of the country’s curriculum which can be reached to through entering the identity of virtual learning users, whether teachers or students. The teacher sees what the students see but the teacher has additional power tools to create or modify a curriculum’s content and track students’ performance.
Apps panorama
Creative methods The interactive or smart board is the latest educational method used in educational technology. It is a special type of sensitive and interactive board used to display the applications shown on the computer’s screen. It is used in the classroom, in meetings, conferences, seminars, workshops, and it communicates through the Internet allowing the user to save, store, and print or send what has been explained to the students by e-mail. The smart board has the possibility of using programs such as “Microsoft Office”, and the possibility of browsing the Internet contributing directly to the enrichment of scientific material by adding dimensions and special effects, and distinctive programs that help expand the expertise of the learner, facilitate the construction concepts, stimulate the interest of the learner and meeting students’ needs to learn in an exciting, interesting and attractive way. It has four electronic pens connected to the computer and to a multi-media “projector”, and if desired, the teacher can use “video conference” as all he or she would need is to do is set a camera on a computer with a smart panel.
“Visit Dubai” app by the Dubai Department of Tourism and Commerce Marketing The app was designed to help visitors make the most of their Dubai stay. With
information
on
the
best attractions, beaches, resorts,
entertainment
venues and more, the app makes every day count. Through the app, visitors can easily explore their options as the app categorizes events, tourist attracts and offers, as well as helps visitors request a taxi or even ask for help in an emergency situation by just one click. Users can create a free account and choose their favourite activities from around 13,000 entertainment and tourist attractions listed in the app which also contains comprehensive and thorough map of Dubai and its surroundings.
“Hayati” app for diabetics The Dubai Health Authority’s new app,
Smart clinic for students Smart clinic represents a revolutionary educational pattern in Dubai. It offers many tips and free medical counseling to students and parents and highlights the importance of getting students accustomed to healthy food, advising them to stay away from junk food that may cause health problems like obesity in later years. The smart clinic stresses the importance of a healthy diet, which contains all the nutrients needed by the students. The health guide compels schools to provide students with health classes, on an average of three times a week, to maintain physical activity. The clinic also provides students and parents with tips on mouth hygiene, preservation and how to keep their teeth free of decay.
•
“Hayati”, uses the power of mobile technology to equip parents and their children suffering from Type 1 and Type 2 Diabetes with tools to help them achieve treatment goals and
improve
their
overall
lifestyle. With all the tools it offers, your mobile phone is basically turned into a smart mobile nurse. Upon registration, the app will build an identification file for the patient that includes basic information like age and gender to help identify the vital signs of the disease and tailor the information presented to them accordingly. The app can track and monitor
•
the patient’s blood sugar levels, manage doctor appointments and keep information in a user-friendly visual format.
Issue 148 February 2016
11
Smart cities
Smart cities around the world: Amsterdam lies between reality and aspirations
Amsterdam is the capital of Netherlands and the country’s largest city, with a population of more than 820,000, and over 3.5 million foreign visitors a year. Amsterdam Smart City project called (ASC) is a partnership between companies, governments, knowledge institutions and the population of Amsterdam. A smart city is a city where infrastructure, social and technological solutions improve the quality of life in the city for all residents. ASC has over a 100 partners today. They are participating with the city’s municipality and its residents in more than 90 innovative projects.
Projects and ideas
ASC recognizes the need for applications of many different ideas for the development of smart solutions to meet the requirements and needs of the population. Parties involved in the project of turning the city into a smart city look forward to the completion of several projects such as the Amsterdam Innovation Center, citizens’ intelligent lab of Amsterdam, “City Zen” Lab, in addition to Civocracy platform. This platform allows citizens to participate in dialogues with entrepreneurs. The platform was able to accomplish many other smart projects such as the laboratory experiment, and many other smart applications and projects that aims to make Amsterdam a smart city.
Smart strategy
The smart strategy for the city of Amsterdam in the first phase aims at linking the population, the municipalities and the partners with each other through ideas and innovations to find solutions to the problems and challenges faced by the city. The second phase includes the strategy of activating the role of smart education and culture in order to speed up the completion of projects at hand, which is hoped to transform the Dutch capital to a smart city. The third phase of that strategy is based on smart marketing solutions within the market framework and commensurate with entrepreneurship.
•
12
Issue 148 February 2016
Social media
Government social networking: Involving citizens in the smart transformation
Dubai’s government is keen to improve the happiness of the citizens through promoting the smart transformation as a new lifestyle in the city. That is why social media is considered one of the most important platforms to promote news related to the smart services and apps. Below we review the main aspects of social media channels that make them an essential part of delivering the message of the government to the public.
An awareness tool
Government departments’ social networking platforms are an important tool to spread awareness and knowledge about the services provided by them. In addition, those social media networks are ideal to announce new laws and legislation related to the public. Many government agencies provide guidelines, how-to manuals, movie clips and infographs clarifying step by step instructions on how to use the transactional services they provide online.
Public interaction
Social media networks are considered a vital part of the digital media spectrum that enables the public to engage in real interaction with the government. Thus, it improves the functionality of the website of the government entity and empowers customers to have their say.
Tool for brainstorming
As part of the strategy set by His Highness Sheikh Mohammed bin Rashid Al Maktoum, UAE Vice President, Prime Minister and Ruler of Dubai, social media networks are considered an important tool to inform the government about the point of view of the public through engagement and interaction. This helps the decision-makers know the needs
and wishes of the public to be considered in the strategic planning workflow of the government.
Platform for innovation
Mohammed bin Rashid Smart Majlis, is a unique interactive and unconventional social platform, which provides an opportunity for the public to view, write, record and communicate their suggestions directly without barriers between them and the decision makers in the government. So it can be considered as a genuine social media network with unique Dubai government oriented features.
More transparency in performance
Government social media presence is considered part of the tools to improve the reputation of the government departments, where they can prove their seriousness in achieving highly transparent and credible performance levels. These platforms open the doors between the government and the audience, bringing the public sector face to face with its responsibility to deliver best performance in service the citizens. This practice is considered the beginning of a new era of government services based on excellence, customer satisfaction and quality of service.
•
Issue 148 February 2016
13
Smart trade
E- Services Excellence Awards presented by Dubai Trade
The ESEA Awards are awarded annually to companies that offer electronic services through Dubai Trade portal, in recognition of their efforts to spread the culture of e-transformation in business and logistics community in the emirate of Dubai. DSG is the smart supporter of the event this year to enhance smart transformation of the emirate of Dubai.
Innovation is a need and not a luxury
In light of the international changes and the low oil prices, there is a need for innovation in general and for electronic innovation in particular, to protect the national economy and promote the principle of sustainability. The E-Services Excellence Awards (ESEA) by Dubai Trade is aimed at promoting entrepreneurship locally towards higher rates of electronic empowerment in the private sector through reliable and safe provision of electronic platforms to be implemented in this sector to enable business growth and at the same time facilitate the implementation of business transactions and logistics on the online platform of Dubai Trade. Doing this will provide greater happiness to customers, and help DSG’s strategy in achieving the highest happiness levels among the population in the
14
Issue 148 February 2016
emirate, in the march towards smart transformation.
Entrepreneurs partner in the smart transformation
The honour given by Dubai Trade to the winning companies at the eighth E- Services Excellence Award
by Dubai Trade, was evidence of the contribution of these companies in the smart transformation of the emirate on all levels. Dubai Trade has created this electronic platform to lead to the integration of business processes, services, logistics, in an effort crowned with success for several years in order to stimulate trade activities in Dubai, thus maintaining Dubai’s status as one of the world’s most important trade centres.
Unlimited support from the Ministry of Economy
The support of the Ministry of Economy to ESEA and Dubai Trade over the last few years has made a huge difference in the process of smart transformation. This has allowed Dubai to reach a leading position globally in trade on its way to becoming the smartest city.
Apps panorama
The Supreme Committee for legislation An app launched by Supreme Committee
for
Legislation
for
android devices was developed to provide special resources for
Achievements based on innovation
Eng. Mahmood Al Bastaki, CEO of Dubai Trade said that the online platform for the company recorded 19.5 million electronic transactions during the first three quarters of 2015, which contributed to the growth of trade by 6%, and saved a lot of time and money for the business community in Dubai. As part of the company’s strategy, Dubai Trade launched the employee ‘Idea Wall’, which aims to stimulate innovation among employees. The Idea Wall has generated hundreds of creative ideas that can be implemented to further enhance Dubai Trade’s position globally.
Winners & Awards
Al-Futtaim Logistics LLC won the Smart Services Award for M-Token Services with National Fire Fighting Manufacturing FZCO as runner-up. Agility Global Logistics FZE won the Smart Services Award for Free Zone Services with T. D. Williamson Middle East FZE as runner-up. National Fire Fighting Manufacturing FZCO won the Smart Services Award for Clearance Services with Unique Sea Cargo Services (LLC) as runner-up. NAFFCO Shipping & Forwarding won the Smart Services Award for Payment Services with Vibrant Freight LLC as runner-up. While Dubai Trade Innovative Award of the Year to the best innovation project in trade and logistics was presented to Al Futtaim Logistics. Dubai Exports also partnered with Dubai Trade in recognizing exporters with the New Exporter of the Year Award won by Bilal Mohd Ballout LLC (BMB) and Natural Way Sweets LLC as runner-up. The Innovative Exporter of the Year was awarded to Taghleef Industries L.L.C with NAFFCO FZCO as runner-up.
•
legislation in the UAE. It helps users’ strengthen their legislative and of
transfers legal
the
knowledge
framework
that
was
previously exclusive to legal entities via their smart phones. The app offer 3 main services: - Official Gazette - Legislation in Arabic - Legislation in English
DMI App from Dubai Media Incorporation This app includes all the smart apps by Dubai Media Incorporation from its various sectors. The app exceeds the traditional role and offers the users other diverse services that includes free specialized news service presented through Al Bayan newspaper that allows the user to view the top and the latest local and international news around the clock. It also offers easy access to Balsam health gateway, which is a gateway that aims to increase health awareness among readers and provides free medical consultation. As for Al Bayan markets on the app, it’s a gateway that offers a free advertising service to the audience. The app also offers through Al Bayan website a live interactive coverage for several events and activities regionally and internationally. “Thakeratak” is considered the first smart electronic platform chronicling the UAE life in all its
•
social, economic and political tracks. It also allows the users to search and access a big collection of photographs and old newspapers.
Issue 148 February 2016
15
Happiness Index
Happiness index in a smart city: From the government services to the private sector
It should come as no surprise that Dubai, with its continuous efforts towards making its residents happy, would launch a “Happiness Index” which is implemented in 38 government entities until today. The first of its kind in the world, this indicator is a powerful tool that helps gather feedback about the level of satisfaction among the population and enables government decision makers to keep an eye on the happiness off the population. The number of the government service entities which applied the index reached 87 centres registering 1.67 million votes.
Classifying the customer experience
“The Happiness Index” which was launched in 2015 allows government entities to understand the map of satisfaction for the services they provide by creating classification for the customers’ experience. The deployment of the “Happiness Index” to the private sector services in the near future further evidence that the private sector strategy in Dubai is aligned with the government strategy to support the development plans required to transform Dubai into the smartest city in the world. Activating procedures of Happiness Index in the private sector are likely to be completed during 2016.
To be number one
“The Happiness Index” in the public sector creates a competitive spirit between entities hosting the index. All the data provided by the customers through the index device is anonymous and provides full transparency in the
16
Issue 148 February 2016
evaluation process of the performing entity. This encourages institutions to develop a leadership strategy in order to reach the top in the competitive governmental, private level, and international playgrounds.
Easy to use measure
DSG has heavily invested in making life easier and simpler for people. The “Happiness Index” also keeps it simple by asking the user to choose one of three options for every experience: happy – neutral – unhappy.
Happiness Index partners
Several government entities implemented the “Happiness Index” in their customer service centres to measure the level of satisfaction of their customers. These departments include: Dubai Customs, Dubai Electricity and Water Authority, Dubai Municipality, Dubai Police and Dubai Courts, the Roads and Transport Authority, Dubai Culture Authority, Dubai Airport Free Zone Authority (DAFZA), Dubai
Statistics Center, Awqaf and Minors Affairs Establishment, Department of Finance, Dubai Smart Government Establishment, Islamic Affairs and Charitable Activities Department, Knowledge and Human Development Authority and the Dubai Civil Aviation.
Involvement from the private sector
As part of expressing commitment to social responsibility, the private sector is encouraged to implement the “Happiness Index” and to promote the transparency and customer-centric strategy in its services. This is a real opportunity to improve the quality of services provided to consumers in general. This will allow decisionmakers in the private sector to know the feedback of their customers and be more competitive in achieving customer satisfaction. This will then lead to improving the performance of their organizations and increasing their productivity and efficiency.
•