Mobile Government in UAE - Research Paper Example

M-Government Name Institution Date Introduction M-government is an extension for E-government and it refers to the applications of all kinds of mobile service technology to improve service delivery to the citizens in various government agencies such as schools, health services and facilities, transport and logistics. Despite its popularity and recognition, research into this technology has only concentrated on the usability, accuracy, reliability and trust of the services among the citizens. In this case, the research bases its measurement on the effectiveness and efficiency of the use smart phone application in government agencies in improving quality of service while reducing the time delivery to its citizens (International Telecommunication Union & Organisation for Economic Co-operation and Development, 2011). Problem statement and research objective The reason as to why this study was conducted is because there was a great need to help the government accelerate its performance technologically without running into white elephants projects that can lead to massive failure in the service delivery to its citizens. Therefore the objective of this study is to develop a qualitative meta-synthesis model that will validate the application efficiencies and effectiveness of smartphones in service delivery by the government to its citizens. The model will be useful to the government in the planning of the development of this technology in the implementation and development of m-government service delivery. Also, UAE government can review the efficacy of the technology it has already put in place (OECD, 2009). Another problem that this research will focus on is the m-digital divide. This research will look into how the services will be effectively provided to those citizens who cannot access a mobile phone or ICT because not everybody has a mobile phone. Trust and security of this technology is another challenge to this technology especially when it touches to m-payment. This research paper tends to establish the security measures that have been put in place to address the security challenges and the level of trust that has been accorded by the citizens in transaction of public services (West, 2007). Scope and limitation The m-government effectiveness and efficiency is the prime focus of this study. Research on various articles has been consulted in the search for an M-government assessment model, which can be used to determine the effectiveness and efficiency of the use of mobile technology in UAE. Scholarly articles and most notably UN m-government readiness, effectiveness and efficiencies formed the basis of this research. There are limited models or recognized tools for measuring the efficiency and effectiveness of the m-government. Therefore the study referred to the work by the Case of Vanuatu of 2011 and M-government readiness within the provincial government western case of 2009. The study on to this paper proposes a stage effectiveness and maturity model of m-government so as to measure the effectiveness of this new technology to the government of H.H Mohammed Makhtoum in service delivery at each and every other stage of the progress (Shareef, Archer & Dutta, 2012). The study into this research is basically driven by the convenience and cost that comes with this technology. Previously the government has been using e-government technology in attending to its citizens. Therefore, the introduction of M-government services further increases the cost of these technologies. Therefore this research looks whether the substitution of e-government technology with M-government technology will improve efficiency service delivery to the public with an effective cost or will just be a white elephant project that will lead to loss of resources (Hashway, 1998). This study serves to oversee the application of this technology by the UAE government in delivery of its services using mobile application. Nevertheless, the this study has critically examine and evaluate how the government of UAE has adopted and implemented m-government service delivery and the readiness of the citizens to embrace the new technology (Immordino, 2010). Research Questions M-effectiveness questions i. Is the technology helping the government of UAE meet its objectives and are the people ready to embrace the technology? What is the cost of this technology compared to the previous? ii. Does the infrastructure in place allow the government to implement the use of mobile technology and if so, what will be the area of coverage? iii. Is the government sure of whether there is widespread use of mobile devices such as cell-phones, PDAs and laptops in the various departments and citizens? iv. Has this technology enabled businesses in Emirates to mature? v. Has the technology changed the rural connectivity on vital matters as politics and employment opportunities? vi. Has this technology improved security concern to the citizens of UAE or it has posed to be a threat to their security? vii. What role has the technology played in terms of social redress of humanitarian support? viii. How about in the medical sector, has the technology improved services offered in the health facilities in any case? Which services has since improved? ix. Will the technology be an obstacle in the implementation and use of other e-services? x. How about government to government service transaction. Has it been any better or bureaucracy as metermophosized within the technology? M-efficiency questions i. What has been the time duration of transaction in various government agencies? ii. How has the level of interaction been between the government and the citizens? iii. How long does it take for the information to flow from the government to citizens within a radius of a thousand kilometer square? iv. What of convenience and accessibility of government information , forms and businesses v. How long does it take to transact financial matters using this technology? vi. How as the technology revolutionize the education sector if any? Literature review M-government M-government has been defined in different versions but for this case, m-government is going to be seen as the use of mobile technology by the government in the delivery of services and information to the citizens. Therefore, the study will be limited to the efficiencies and effectiveness of using mobile technology in delivering various services (m-services) (Shareef, Archer & Dutta, 2012). M-services The various m-services that assessment model will study its application. These include: m-Security, m-Education, m-Conservation, m-Communication, m-Administration, m-Democracy and m-Transaction and payment (Rannu et al., 2010). M-effectiveness and m-efficiency model This study focuses on the efficiency and effectiveness of service delivery to citizens in UAE using the m-government technology, which involves the use of mobile phones. The research into the effectiveness and efficiency of this technology has been done using Stage maturity model of M-government (SMM m-Gov), UN effectiveness tool and Economist Intelligence Unit’s (West, 2007). This model has aided in the examination of m-Government technology at the various stages of application. This model was designed on the basis of the literature that was explored and the theoretical analysis of this technology. The assessment model was applied within the case studies of m-Government research together with the maturity assessment tool so as to determine weather actually the use of smart phones and other mobile phones are of any significance to the government of Mohammed Maktoum in UAE. If the model actually finds it to be significant, then how effective and efficient is the technology as compared to the previous technologies (OECD, 2009). The developed Stage maturity model of m-Government assessment has got five stages in incremental of effectiveness and five domains that depict efficiencies of the system. Efficiencies and effectiveness of the m-Government have all been depicted in a matrix model which is a new venture in m-Government and this research consider it as a first government model of maturity both in its stages and domains (Immordino, 2010). The maturity of effectiveness of m-government service delivery bases its research on the scientific framework in the developmental process of m-Government whereas the domain of its application focuses on the efficiencies of the m-government technology in comparison with the previous technology of service delivery. Therefore this document provides a framework and guideline for the evaluation of effectiveness and efficiencies of the m-government technology of service delivery in UAE. The framework and the system assessment tools that are outlined in this research can be used in building evaluation methodology at an individual level on their perspective of m-government technology (Hashway, 1998). Terminologies Some terminologies in the development of this assessment model have been used interchangeably. They are evaluation, assessment and monitoring, efficiency and effectiveness. For this case, Assessment is the process of determining how an object or subject is fairing on some interest variable. Evaluation is the systematic look or investigation into the merit of a particular object whereas monitoring is the repeated process of an observation to determine a specified purpose. Effectiveness on the other hand is the degree at which the set objectives and aims are achieved while efficiency is the extent to which the time is well utilized to meet the intended purpose. M-Government / mobile government refers to the use of mobile technology such as portable computers, PDAs and mobile phones i.e. using wireless technology (Shareef, et al., 2012). Methodology Stage maturity model of m-Government evaluates the four ways in which the UAE m-Government technology has been harnessed. It analyses the systems put in place to improve the communication between the government and citizens in the mobile services such as m-Security, m-Education, m-Conservation, m-Communication, m-Administration, m-Democracy and m-Transaction and payment. In the evaluation of the collected literature, the following factors proved critical in enhancing effectiveness and efficiency of M-government: Effectiveness factor Reference security Heeks & Lallana (2004), Zálešák (2003), Okenfeld (2002) Accessibility Huta (2002), Liff (2000), McClure (2000), Cost Heeks & Lallana (2004), Welch & Wong (2001) Education Zálešák (2003), West (2002), Huta (2002) Administration Kushchu & Borucki (2003), Reola & Pohjanpalo (2002) Communication Heeks & Lallana (2004), Aust Bureau of Statistics (2003), Val After comprehensively evaluating the effectiveness factors of m-government, the model postulates the delivery of services in the context of mobile and web enhanced devices. The efficiency factors of m-government technology using this model fall within the following: Interactive This technology allows for the formal interactions between the government of UAE and its citizens in the various service delivery departments. This has enabled people to directly access on their specific interest where they have unlimited use the available data bases in downloading of the forms in need, fill them and submit using their mobile devices (OECD, 2010). Instant M-service used by the government is more initial and instant than use of e-services- it has enabled basic wireless access and interrogation such as the use of short message services in reaching out to the masses. More enhanced The use of this technology is also more enhanced. This has increased the government’s effectiveness in the delivery of updated information such as policy changes or any other material that needs periodical enhancement. Furthermore, this system has enabled the government and citizens to transact its business in a mature interface with the use of wireless transaction in making payments and settling of bills at anytime of the week i.e. 24/7 transaction (International Telecommunication Union & Organisation for Economic Co-operation and Development, 2011). The Stage maturity model of m-Government assesses the effectiveness of this technology based on the following factors since the idea was incepted: Cost This research finds out that, using m-services in delivery of services in UAE is somewhat cheaper than the previously used method of e-services. This is because of the logistical infrastructure fixation in the former method which goes hand in hand with the maintenance of this infrastructure (OECD, 2010). Education This research also finds out that, communication using mobile devices is almost synonymous with every citizen of UAE because of improved wireless literacy. This has enabled the government of to deliver its services in various departments without fear of contradiction or misinformation (Shareef, et al., 2012). Acceptance This model of assessment finds out that, since the idea was launched by HH Mohammed Makhtoum, its acceptance has been slow although progressive. Initially, the citizens did not have any confidence on the effectiveness of the system in subscribing to major services in government such as judicial and health services (Hiatt & Prosci, 2006). Investigation The EIU and SMM m-Gov models measures the effectiveness and efficiencies of using mobile technologies using qualitative and quantitative criteria on the basis of weighted indexing out of 10.They include: Government policy and commitment( 80%weighting) Citizens and Business adoption( 45%weighting) Social and cultural environment (50%weighting) Handsets availability and technology connectivity (40%weighting) Security and legal environment (63%weighting) Following the limitation related to m-government assessment model, stage maturity model has been used to analyze and evaluate the efficiency and effectiveness of m-services based on EIU indexing and weighting method, which will look into the following: Government to employees G2E Government to government G2G Government to citizens G2C Government to business G2B Discussion and recommendation By using SMM m-Gov and EIU models of assessment, the study finds out that the citizens of UAE have gradually embraced m-service provision by the government because it has been cost effective in terms of time and resources. This is because it has reduced the cost of travel time and cost due to electronic cross-agency interaction to obtain the same service at a small cost. Evaluation also find out that information flow has speeded up since the inception of m-government service provision. Quick and easy access of data and information has led to information consistency and quick response in the event of emergencies. Further evaluation by use of EIU model reveals that, government has been able to reach to wider majority of its citizens and groups which previously has not been able to reach because majority of UAE citizens of late are in possession of mobile handsets. This technology has also been effective in enabling increased democracy in UAE. Citizens have been given a platform to participate in policy formulation and democratic decision making (Hashway, 1998). In addition, this technology has been very efficient in matters financial management, health and education. This is because mobile payment application is now widespread in all the emirates while majority of citizens are able to receive m-health assistance and emergency medical alerts as soon as possible on site. Teachers in UAE are teaching units and contents using mobile technologies and at the same awarding and entering grades using the same technology (Shareef, et al., 2012). The final assessment using the two models shows that mobile handsets has increased productivity in business which has enhanced economic improvement since people in the various towns of emirates connect rather than travel as previous. Mobile computing has also improved customer services which in turn has enhanced better relations between the companies and the customers. From the effectiveness and efficiency research findings on M-government of UAE, it is recommended that, the government to continue expanding network infrastructure and at the same improve on the e-government service delivery on companies that are still using it. References Hashway, R. M. (1998). Assessment and evaluation of developmental learning: Qualitative individual assessment and evaluation models. Westport, Conn: Praeger. Hiatt, J., & Prosci (Firme). (2006). ADKAR: A model for change in business, government and our community. Loveland, CO: Prosci Research. Immordino, K. M. (2010). Organizational assessment and improvement in the public sector. Boca Raton: CRC Press. International Telecommunication Union., & Organisation for Economic Co-operation and Development. (2011). M-government: Mobile technologies for responsive governments and connected societies. Paris: OECD. OECD. (2009). OECD e-Government Studies: Rethinking e-Government Services. User- centered Approaches. OECD Publishing, Paris OECD. (2010). Denmark: Efficient e-Government for Smarter Public Service Delivery. OECD Publishing, Paris. Rannu, R., S. Saksing and T. Mahlakoiv (2010). “Mobile Government: 2010 and Beyond”, Working document. Mobi Solutions, Ltd., January. Shareef, M. A., Archer, N., & Dutta, S. (2012). E-government service maturity and development: Cultural, organizational and technological perspectives. Hershey, PA: Information Science Reference. West, D. M. (2007). Digital government: Technology and public sector performance. Princeton, N.J: Princeton University Press. Read More

The study on to this paper proposes a stage effectiveness and maturity model of m-government so as to measure the effectiveness of this new technology to the government of H.H Mohammed Makhtoum in service delivery at each and every other stage of the progress (Shareef, Archer & Dutta, 2012). The study into this research is basically driven by the convenience and cost that comes with this technology. Previously the government has been using e-government technology in attending to its citizens.

Therefore, the introduction of M-government services further increases the cost of these technologies. Therefore this research looks whether the substitution of e-government technology with M-government technology will improve efficiency service delivery to the public with an effective cost or will just be a white elephant project that will lead to loss of resources (Hashway, 1998). This study serves to oversee the application of this technology by the UAE government in delivery of its services using mobile application.

Nevertheless, the this study has critically examine and evaluate how the government of UAE has adopted and implemented m-government service delivery and the readiness of the citizens to embrace the new technology (Immordino, 2010). Research Questions M-effectiveness questions i. Is the technology helping the government of UAE meet its objectives and are the people ready to embrace the technology? What is the cost of this technology compared to the previous? ii. Does the infrastructure in place allow the government to implement the use of mobile technology and if so, what will be the area of coverage? iii. Is the government sure of whether there is widespread use of mobile devices such as cell-phones, PDAs and laptops in the various departments and citizens? iv. Has this technology enabled businesses in Emirates to mature? v. Has the technology changed the rural connectivity on vital matters as politics and employment opportunities? vi. Has this technology improved security concern to the citizens of UAE or it has posed to be a threat to their security? vii. What role has the technology played in terms of social redress of humanitarian support? viii. How about in the medical sector, has the technology improved services offered in the health facilities in any case?

Which services has since improved? ix. Will the technology be an obstacle in the implementation and use of other e-services? x. How about government to government service transaction. Has it been any better or bureaucracy as metermophosized within the technology? M-efficiency questions i. What has been the time duration of transaction in various government agencies? ii. How has the level of interaction been between the government and the citizens? iii. How long does it take for the information to flow from the government to citizens within a radius of a thousand kilometer square? iv. What of convenience and accessibility of government information , forms and businesses v.

How long does it take to transact financial matters using this technology? vi. How as the technology revolutionize the education sector if any? Literature review M-government M-government has been defined in different versions but for this case, m-government is going to be seen as the use of mobile technology by the government in the delivery of services and information to the citizens. Therefore, the study will be limited to the efficiencies and effectiveness of using mobile technology in delivering various services (m-services) (Shareef, Archer & Dutta, 2012).

M-services The various m-services that assessment model will study its application. These include: m-Security, m-Education, m-Conservation, m-Communication, m-Administration, m-Democracy and m-Transaction and payment (Rannu et al., 2010). M-effectiveness and m-efficiency model This study focuses on the efficiency and effectiveness of service delivery to citizens in UAE using the m-government technology, which involves the use of mobile phones.

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