Using Smart Applications in Delivering Government Services in the UAE: Factors of Adoption and Satisfaction

Using Smart Applications in Delivering Government Services in the UAE: Factors of Adoption and Satisfaction

Ahmed Farouk Radwan, Thouraya Snoussi, Sheren Ali Mousa, Mohamed Abdulzaher
Copyright: © 2023 |Pages: 15
DOI: 10.4018/IJSSMET.326520
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Abstract

This study addresses the public adoption of and satisfaction with UAE government e-services, emphasizing the quality of digital platforms, mainly smart applications. This quantitative research uses the technology acceptance, e-service quality, and web trust models. An online survey designed via Survey Monkey was distributed to Emirati citizens in Sharjah, Dubai, and Abu Dhabi municipalities via government Facebook and Instagram accounts in December 2022. The sample included the Ministries of Human Resources, Education, Interior, and Foreign Affairs, which provide daily individual and commercial services to citizens through digital applications. Three hundred respondents completed the form. The findings revealed that participants appreciate and trust the electronic services provided via smart applications, particularly their ease of use and quality of information. Factors motivating their use include information disclosure strategy and interactivity. The UAE's increasing use of smart digital applications necessitates training, user-friendly designs, and integration with rather than replacement of traditional direct methods.
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Concepts

E-Government

E-government refers to an information technology system developed by government entities to improve their services by offering customers easy and fast access to information (Farida & Setiawan, 2018). The concept of e-government rests on three pillars: (a) democratization and human rights, (b) technology and information development, and (c) improving the quality of people’s lives (Farida et al., 2020). E-government is commonly conceptualized as governments’ use of information and communication technologies (ICTs) to improve their services, thus allowing them to deliver services and build relations with citizens and the community (Twizeyimana & Andersson, 2019). The various e-government digital applications enable citizens to engage actively in public life as they are not just service delivery tools but also instruments that allow participation, interaction, the expression of opinions, and evaluation. As a result, digital applications have become integrated tools through the information and services they provide and their integration with other service tools (Gil-Garcia et al., 2020).

The annual report on the benefits of e-government initiatives in the United States (Office of Management and Budget, 2014) summarizes the advantages of electronic government services as follows:

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    Work to provide government services in an integrated manner through official platforms for both citizens and business organizations.

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    Work on linking and coordinating within a single governmental body and between governmental bodies.

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    Enable the government to establish approved patterns for providing services, business, and data.

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    Support continuous communication and interaction with citizens without temporal or spatial limits.

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    Support transparency in government work and build trust with the public.

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    Compatibility with technical developments in the field of information and communication technology.

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    Ability to achieve efficiency at work.

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    Ability to monitor the public’s opinions and evaluation of government services, supported by customer service policies.

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