Date of Award
Master of Public Policy (MPP)
Dr. Samiul Hasan
Dr. Abdulfattah Yaghi
Smart government has become a new way of delivering services to the public that not only is efficient and quicker, but is also useful and convenient for the customers availing those services. By adopting advanced technologies government nowadays are transforming public services and offering enhanced experience to the customers. However, since these services are based on new technologies, people are often apprehensive of using them because of privacy security and other concerns and that creates challenges for smart government implementation. The current research that aims to understand if Abu Dhabi Municipality’s smart government initiatives are meeting customer service expectations and leading to customer satisfaction. While mainstream research studies focused on understanding the overall country governments and their initiatives towards smart government, they did not clearly explore how the municipal level governments are working towards such agenda. It is crucial to understand their smart service effectiveness and they establish a closer link with the customers providing numerous services that meet their daily requirements. This is the rationale of undertaking this given research.
To accomplish the given aim, the present study selects the Abu Dhabi Municipality and the way they are working to meet the public demand and contributing to the country’s smart government goal. The study explores the initiatives that the Abu Dhabi Municipality has undertaken to enhance customer service and assess the factors that impact customer satisfaction with the Government's services. The main objective of the research is to analyze the effectiveness of Abu Dhabi Municipality’s E-government services in securing trust and confidence of its users, maintaining privacy and security of the E-government users, making the E-government easy to use, and accessing the required resources and information to the public to avail the Municipality’s E-government services. Thus, the four parameters as identified in this given research are privacy security, performance expectancy, accessibility, and public trust and confidence. These parameters of assessing service effectiveness were derived from review of past research works done by the authors and were incorporated in this study to assess service effectiveness.
The research adopted a mixed-method research methodology and combined survey and semi-structured interview to collect quantitative and qualitative data respectively. In order to understand the effectiveness of these online services, the study surveys 154 users of these e-services. The questionnaire primarily assessed the four above-mentioned parameters by seeking customers’ response of a five-point Likert scale. Furthermore, the researcher conducted two interviews. The data were analyzed and the findings revealed that majority of the customers conceive the services of the municipality as effective. All the parameters had high mean score that demonstrated service effectiveness. However, it was found that majority of the customers are from young age group and thus indicated lack of reach of smart services to the municipality to all the customers. The findings also revealed some major initiatives by the municipality to improve service effectiveness like offering Supportive services, requesting customer feedback, collaborating with services development department, and leveraging social media channels to build awareness of the municipality’s smart government services.
Alkuwaiti, Hajar Saeed Alafreet, "Effectiveness of the Smart Government in Abu Dhabi Municipality: A Study of the Customers’ Opinion" (2020). Theses. 747.