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eGovernment Forschung seit 2001 | eGovernment Research since 2001
Qatar’s development of e-government services has been recognised in the United Nations (UN) e-Government Survey, which saw the country rise to number 27 in the online service index rankings, a significant improvement from its previous ranking of 90 in 2010. The survey also placed Qatar at number nine in the e-Participation index for 2012.

The online service index measures development of online service delivery to citizens and businesses through the Internet and other digital means, while the e-Participation index is indicative on how governments create an environment in which citizens can be more active and supportive of their governments.

The Ministry of Municipality and Urban Planning’s Baladiya mobile platform is an example of how citizens and residents can bring issues such as poor street maintenance to their attention by taking a picture and sending the location.

Qatar is tied with Saudi Arabia in the e-Participation index, and is one rank below Bahrain.

The UN e-Government Survey combines survey data from at least five ministries, taking into consideration issues such as integration of systems, user take-up of systems and access to e-government services.

This year’s survey had a special focus on sustainability and the environment, and involved the relevant ministries in this regard.

Richard Kerby, Inter-Regional Adviser, e-Government Department of Economic and Social Affairs, UN, presented elements of the survey yesterday at the CIO Forum organised by ictQATAR, where Information Officers from key government agencies and companies shared their experiences and best practices.

In the 2012 Survey, Qatar came 48th in the e-government development index, an improvement from 62nd in 2010, and 11th in the Asia region. The United Arab Emirates came 28th, Bahrain came 36th, and Saudi Arabia 41st.

Hukoomi, the Qatari Government’s Portal, was commended in the report for expanding citizen centric services, and was highlighted as a case study in the survey for excellence in integration of e-services across government agencies and functions.

These online services include visa applications, payment for utilities, settlement of traffic violations and renewal of health cards, among others.

Hukoomi’s easy access to more than 100 topics and articles relating to Qatari law and society were noted as a significant accomplishment in the case study, as well as its direct integration to sub-portals, including e-tendering.

Kerby stressed the need for multi-channel service delivery, taking into account online, social media and mobile platforms as well as access to traditional paper documents, forms and applications, which are often neglected in modern digital portals but are preferred by many.

The UN expert said that the ultimate objectives of the survey and of e-Government in general are to acknowledge and promote better services and delivery, improve access and outreach of information, and empower people through participation in decision making.

Special care should be taken to include minorities and vulnerable members of the population, and to those who would not usually have access to such services including immigrant labourers and those with disabilities.

The 2012 report said that, on a global level, “the trend towards personalisation of services has gained momentum with more countries tailoring substance and presentation in accord with varied preferences. Citizen inclusion is also expanding…with more governments around the world in 2012 accepting and promoting the need to inform – and involve – the citizen in the public decision making process.”

The report highlighted some of the benefits of e-government programmes, saying that they “can be a catalyst in boosting productivity, thereby speeding up the benefits of newer technologies to the people.

“In the last few years many countries have employed ICT in areas such as entrepreneurship, innovation, research and development, promoting distance learning, e-health, e-agriculture, e-trade and other fields. Accessing these new technologies for development is being recognised as one of the key sources of economic growth.

Of particular importance is the effect of cellular technologies. Where national governments have taken a lead, rapid mobile technology proliferation has contributed as much as a 1% annual increase in economic growth over the last few years.”

Kerby cautioned that climbing the rankings will be harder from now on, and will require a concerted effort by all stakeholders. The 2014 survey will focus on open data, cloud technologies, citizen interaction and multi-channel services.

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Quelle/Source: Gulf Times, 14.05.2012

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