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Abu Dhabi Systems and Information Centre holds ‘Services Factbook (SFB) – e-Service Governance Framework’ workshop

Source:  www.ameinfo.com

Abu Dhabi Systems and Information Centre (ADSIC) held a workshop entitled ‘Services Factbook (SFB) – e-Service Governance Framework’, recently, at Al Raha Beach Hotel. 75 IT managers and professionals attended this workshop, representing more than 24 of Abu Dhabi Government entities.

Al Raha BeachH.E. Rashed Lahej Al Mansoori, Director General of ADSIC, said that “It is an important tool, acting as a ‘central clearinghouse’ for all ADGEs, thus enabling them to improve their service provision quality, transforming it electronically and integrating it into the AD Government Portal. The framework was carefully chosen after examining globally-applicable best practices.”

He also revealed that “Next month of May will witness the announcement of Abu Dhabi’s Green IT Strategy, following recent completion by the Centre of the final steps required therefore., given the fact that the Centre is committed towards providing world-class public services, in line with the discerning Governmental vision. Such provision will also help expand and build on the Abu Dhabi e-Government program achievements carried out locally, and will also enhance the UAE rank regionally and globally on the global performance indicators.”

During the welcome speech at the event, Ahmed Sari Al Mazrouei, Director of Support Services at the Centre, said “The new ‘e-Service Governance Framework’ targets IT managers and e-Service professionals in ADGEs. Our aim as a Centre is to provide all e-Services via the Abu Dhabi Government (ADG) Portal − abudhabi.ae, in Arabic and English, and the framework, given the supreme importance of its functions and procedures, along with the modern technologies deployed, will help maximize customers’ efficient use of it, and benefit from these services on a 24/7 basis. The framework will also assist in the service update process for each entity.”

He also pointed out that the Centre will provide any support needed for entities to help them operate and coordinate their services, seamlessly and efficiently, as per the Abu Dhabi Information Security Policy.

The workshop featured a detailed presentation for the new “Factbook”, which highlighted the importance of coordination between ADSIC and ADGEs, and increasing each entity’s awareness of how far and crucial this guide would be in developing services locally. Presenters stressed on the importance of the accuracy of data submitted to the Guide to sustain its viability and efficacy, and for e-Government coordinators to receive appropriate training on basic communication skills.

Staff working on these services shall also be briefed of the essentials of this Guide. The workshop panel also discussed the role of ADSIC in enabling coordinators to carry out their assigned roles, by equipping them with all necessary tools and guidelines, and supervising the overall progress, thereby driving the public service provision quality higher, to a world-class level.

Moreover, activities were continued by giving a brief about Abu Dhabi’s Green IT Strategy which will be announced next month, including Objectives, Phases, Stakeholders and Embraced Initiatives. Another activity followed, where a complementary presentation entitled ‘e-Service Governance Framework’ was delivered to participants.

The brief session highlighted all domains included, classifying them according to the “Environment – Readiness – Usage” (E-R-U) framework. It also noted the importance of each entity’s executing a ‘Service-level Agreement’ (SLA) with ADSIC, so as to deploy and publish its services online efficiently, and the benefits that ADGEs will reap in strictly following the framework guidelines, e.g. coordinating and promoting overall service provision process. As well, the centre’s technical team provided a detail-oriented presentation of the must-be-taken steps by each and every authority, whether in introducing brand new services, or in updating own current services at Abu Dhabi Government e-Portal.

Participants: ‘Services Factbook (SFB)’ does strengthen the relationship between government authorities for carrying out common customer transactions

On their part, participants did appraise efforts exerted by Abu Dhabi Systems & Information Centre (ADSIC) in developing the Factbook which does avail all departments and authorities of Abu Dhabi Government (ADGEs). “Importance of the Factbook is not restricted to government authorities only, but extends to the public who will be able to read about services offered by Abu Dhabi Police, and smoothly avail oneself from them, in addition to having several channels now to get access to and receive services, e.g.: Abu Dhabi Government e-Portal or Abu Dhabi Police website.

Furthermore, the it will help us identify service volumes and segments provided by the local government, whether to individuals, entities, businesses, or even between authorities one another”, said Captain Rashed Al Shamsi, Head of Electronic Services Division at Abu Dhabi Police, who lauded the constant cooperation and support by Abu Dhabi Police to the centre’s own initiatives, in particular, and to all of Abu Dhabi Government Initiatives, in general.

Khalfan Al Mazrouei, Head of Technical Planning Dept. at Al Ain Municipality, highlighted the fruitful, continuous cooperation with the center for a long while now, and indicated that the real novelty is that all services will be there together in one place which is indeed a significant achievement at the level of e-Government, and further stressed that the management and update of the Services Factbook will be precise and immediate, which will save time and effort as the intended customer will be able to get fast access to services 24/7. In addition, he did also stress the importance for the government authorities to avail themselves, especially in transactions requiring approval by several authorities, such as obtaining & attesting certificates.

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