H.E. Ahmad Bin Humaidan, Director General of Dubai Smart Government Department (DSG), and H.E. Saeed Mohammed Al Tayer, Managing Director and CEO of Dubai Electricity and Water Authority (DEWA), have signed a memorandum of understanding. Under the terms of this MoU, DSG will provide the necessary support for the package of electronic and smart shared services which the DEWA will benefit from and also specify the levels of support and priority-based response period as necessary to fulfil the leadership's vision of combining efforts to fulfill Dubai Vision 2021 and the ultimate goal of bringing happiness to customers.
The package of services provided by DSG to DEWA include the Government Resources Planning Systems (GRPS), Government Information Network (GIN), MyID, ePay, Government Service Bus, Correspondence Tracking System, SMS Dubai, eSurvey, Happiness Meter, eHost, eComplain, eSuggest etc. The MoU also stipulates that regular meetings be held to discuss the commitment to providing support for the shared services to fulfill the key performance indicators (KPIs) and the operating objectives agreed upon between the two parties.
Bin Humaidan said: "This MoU practically translates the themes of DSG Strategy 2014-2017 that have been formulated in line with the initiative of His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, and in implementation of the directives of His Highness Sheikh Hamdan Bin Mohammed Bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of Dubai Executive Council, to expedite transformation to smart government, ensure efficiency of smart transformation, apply the best practices and provide the modern smart enablers to the government entities. This proves that we are working as a connected and collaborative government to meet the needs of customers and bring happiness to them."
Bin Humaidan added: "Through our partnership with DEWA we are looking forward to intensifying common efforts to improve the readiness of the smart services that DEWA benefits from so as to be available round the clock and as per the highest efficiency and reliability standards with the aim of meeting the satisfaction of customers and bringing happiness to them. For our part, we are committed to employ our enablers including our advanced infrastructure, smart service systems and apps and high-level technical support in order to keep upgrading the performance of smart services in DEWA which will have positive effects on the large segment of people benefiting from its services."
Meanwhile, Al Tayer said: “We signed this MoU to further implement the smart Government goals announced by His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to consolidate the leadership of the UAE in its smart transformation and keep up with international best practices, by providing government services to customers on smart phones. This way, customers can submit requests to government on mobile phones, and follow-up on the request at any time. At DEWA, we work to improve government services to the highest international standards, through quality digital services offered to customers.”
“DEWA’s efforts are integrated with other institutions and government agencies in Dubai, as it has adopted a clear strategy for smart transformation since 2009. Since then, DEWA launched a number of smart initiatives that reflected its readiness to transform Dubai into the smartest city in the world," added Al Tayer.
Al Tayer went on to say: “At DEWA, we work to develop our services on an ongoing basis in accordance with the highest international standards to meet our customers’ needs, to achieve an integrated strategy and the wider Government of Dubai’s strategy to achieve sustainable development in customer service and enhance the happiness of our citizens, residents and all stakeholders, to encourage customers to adopt smart services.”
DSG adopts a strategy based on seeking a connected and collaborative government to meet the needs of customers and design services in line with their requirements. It utilizes both decentralization for government entities to provide their services electronically or through smart channels to customers as per their needs and centralization for providing 61 shared services to around 50 government entities to help them deliver their services to the public while sparing the time, effort and cost needed for building such services.
Earlier, DSG has been awarded ISO 20000:2011 for IT service management which proves its commitment to the global IT standards for improving the performance of services in general and makes it highly qualified for effectively providing support services to government entities.