A field study conducted by the Government Summit, ahead of the event's official launch, on “customer needs and expectations of mobile services” revealed that 93% of the participants expressed satisfaction about current government services via mobile phones. The results indicate the success of the transition to mobile government while stressing the importance of increasing awareness about mServices to help enhance usage and adoption of the services.
The study, published today in the local newspapers, covered 1,100 people in the UAE, both citizens and residents. It is evidence that the infrastructure and advanced technology of the UAE represent an ideal environment for a shift towards mobile services.
The field study was conducted within the framework of the Mobile Government Initiative launched by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai. The mGovernment should respond quickly to changes, devise solutions for all challenges, reach out to customers to learn about their needs and aspirations, learn about the services they wish to have and provide them with an ease that exceeds their expectations through mobile phones. The aim is to achieve people’s satisfaction and happiness in line with the “UAE Vision 2021”.
The study shows that most of the participants expressed satisfaction about current government services via mobile phones. Meeting users’ expectations and the high percentage of satisfaction about government services offered via mobile phones indicate success of the transition to mobile government which seeks to achieve customers’ happiness and bring comfort to them.
The Emirates Identity Authority topped the list of the most important entities which are proposed to provide services via mobile phones, preferred by 65% of participants.
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