Development of user orientation toward digital culture within a national government strategy; a case study of UAE e-government

DProf thesis


Al Shehhi, A.S.H. 2024. Development of user orientation toward digital culture within a national government strategy; a case study of UAE e-government. DProf thesis Middlesex University Health, Social Care and Education
TypeDProf thesis
TitleDevelopment of user orientation toward digital culture within a national government strategy; a case study of UAE e-government
AuthorsAl Shehhi, A.S.H.
Abstract

Topic and Aims: In 2010, the UAE published its visionary roadmap, the UAE Vision 2021, which set ambitious goals for the nation's development. This included the establishment of the e-government service strategy in 2012, the launch of the Smart Government initiative in 2013, and the integration of Artificial Intelligence (AI) in 2017. These initiatives aimed to improve government services accessibility and efficiency, aligning with the UAE's aspiration to lead in all domains by 2021. In alignment with the UAE's overarching vision for development, the government established seven enablers crucial for supporting e-Government and m-Government strategies. These enablers encompass the level of electronic/mobile transformation, usage, and satisfaction, along with public awareness of electronic/mobile services. Additionally, indices such as government website quality, electronic/mobile service quality, and compatibility are essential components in gauging the effectiveness of digital government endeavors. However, despite the commendable efforts by the UAE to implement these initiatives, the limited depth of existing literature underscores the need for further research in this area to examine the impact of these initiatives for federal governmental organisations.

This research project aims to find out the obstacles faced by the United Arab Emirates (UAE) federal governmental organisations in implementing the e-government enablers and its impacts on the services provided to the community. The objective is to identify, assess, and provide recommendations for overcoming obstacles faced by UAE federal governmental organisations in implementing the e-government enablers criteria (including the processes they followed).

Design/methodology/approach: To understand the processes that federal government organisations followed to implement e-government enablers in the UAE and their impact on the services provided to the public, this research focuses on the UAE e-government as a case study. The research question is: 'How does the implementation process and key factors of e-government enablers' initiatives within UAE federal government organisations influence the acceptance of electronic services by the public?’

The data collection method used in this study is qualitative, complemented by relevant document analysis. Data was gathered through various types of interviews conducted within four federal government organisations (anonymised) as follows; Focus group discussions, Semi-structured and individual narrative interviews. Braun and Clarke method of thematic analysis applied for all types of the interviews.

Findings: The results of the study indicate that the implementation of digital government enablers within federal governmental organisations is influenced by various factors at different levels, including national, organisational, private business, and end-user levels. The limitations in digital government enablers criteria, internal procedures and readiness of federal governmental organisations, unaware of the UAE culture and high cost of external developers, and end-users behavioural and demographic variables are some of the significant factors affecting the digital government transformation projects. By considering these factors, the government can tailor its digital government strategies to align with the visions, procedures, and diverse needs and preferences of federal government organisations and their e-services users. Therefore, managing these complex and diverse factors requires a meticulous approach to ensure the successful implementation of digital government projects within federal government organisations, ultimately leading to flexible and sustainable digital government services.

Implications: This practice-oriented study has put forward several recommendations aimed at improving and enhancing the implementation of digital government enablers that align with the procedures of federal governmental organisations. These recommendations are intended to increase the quality of digital government services by better incorporating an understanding of the federal government and the needs and perspectives of its users. The research carries significant implications for two key reasons:

(i) The emergence of emergencies such as the COVID-19 pandemic, which necessitated societal reliance on digital means for communication and service provision. During such crises, remote support and digital interactions became essential, underscoring the criticality of robust digital government services.

(ii) Testing the efficacy of enablers is vital for optimizing future strategies and ensuring maximum benefits for governmental organisations. By understanding how these enablers perform in real-world scenarios, policymakers can refine their approaches and better tailor them to meet evolving needs and challenges.

Sustainable Development Goals16 Peace, justice and strong institutions
9 Industry, innovation and infrastructure
Middlesex University ThemeSustainability
Department nameHealth, Social Care and Education
Institution nameMiddlesex University
PublisherMiddlesex University Research Repository
Publication dates
Online21 Oct 2024
Publication process dates
Accepted03 Sep 2024
Deposited21 Oct 2024
Output statusPublished
Accepted author manuscript
File Access Level
Open
LanguageEnglish
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