eGovernment organizes online survey to evaluate quality of eServices
Dubai eGovernment has organized an online survey to measure client satisfaction of the eServices provided by different government departments, with a view to enhance the quality of these services. Dubai Police and the Department of Health and Medical Services (DOHMS) were randomly chosen to start the survey with, and in future the survey will be extended to cover all government departments.The survey is in keeping with Dubai eGovernment’s commitment to ensure transparency and public involvement as standard features of eServices provided by the different government departments, in line with the tone of the message provided by President H.H. Sheikh Khalifa bin Zayed Al Nahyan, who emphasized this in his address to the nation on the occasion of the 34th National Day.
“The client satisfaction survey was designed to enable government departments to develop a clearer understanding of client needs, while ensuring a higher standard of transparency” said Salem Al Shair, eServices Director, Dubai eGovernment. “We are going to focus on transparency, quality control and increased customer focus in the new year, and such surveys will benchmark our approach in this direction.”
Dubai eGovernment devised a set of questions for the survey, which focused on aspects relating to the website of Dubai Police and DOHMS, the frequency and purpose of visits to the website and the use of online services, besides suggestions for any changes or additional online services. The responses to the questions posted on the websites of Dubai Police and DOHMS were tabulated by Dubai eGovernment.
The final analysis of the survey involved cross-tabulation between frequency of visit to the website with purpose of visit and frequency of visit with use of online services. The survey drew a total of 768 responses, with DOHMS receiving 566 responses while Dubai Police accounted for 202 responses. The survey has been published on the websites of Dubai Police and DOHMS, and will remain posted on these sites until the end of December, 2005. The overall satisfaction 69% of DP 59% of DOHMS customers are satisfied with website and online services
“Client satisfaction is central to the success of any service. We hope our client satisfaction surveys will produce useful data which would help us prepare an annual report on eServices. This report could serve as a reference for government departments on how to improve the quality of their services,” Al Shair added.
Dubai eGovernment gave away prizes to the winners of the survey. The winners were Mohammad Khalil Ibrahim, Sandeep Chhabra, Abdulla Mohammad Ahmad Mohammad, Luiza Joan Monteiro and Adeeb Mohammad Yacin.
Luiza Joan Monteiro, one of the winners, said, “It is very encouraging that these departments are making sincere efforts to enhance the quality of their services and are willing to take the customer seriously, hearing out their suggestions and complaints. In fact, it surprised me to be named one of the winners of the survey, as I had made some critical remarks in my response to the survey’s questions. This shows that these departments welcome constructive criticism, and is also indicative of the democratic process they have put in place.”
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