The eGSS evaluates the eService performance across eight groups of public institutions: Police, Transport Authority, Health Authority, Authority for Residence, Municipalities, Electricity and Water companies, and Salik. This list will be expanded in the nextresearch wave to include all representative public institutions in the country.
Satisfaction is gauged using six standard questions and concentrated into one measure, the eGSI (eGovernment Satisfaction Index). The eGSI combines satisfaction with service and policy, recommendation, recent improvement, relative performance and trust to produce a synthetic KPI, making it easy to track and monitor for every institutional website in the UAE.
More importantly, the eGSS includes a segmentation of customers based on their level of satisfaction and facilitates the development of action plans that increase or maintain the satisfaction of each target segment by using a behavioural predictive model. The model indicates which areas have the highest impact on customer satisfaction and how much overall satisfaction will increase if the issue is improved.
In the first wave conducted April-May 2013, 3,858 online respondents participated in the eGSS survey. The results show about 50% of the UAE’s online population had heard about the UAE’s eGov initiative. The eGovernment satisfaction benchmark for the UAE is 68 out of 100. This shows a good level of satisfaction, while leaving room for improvement. The primary area for public institutions to improve is the organization of their website,to allow faster and better information retrieval.
Data for the eGSS is collected using the YouGov pure online research panel. YouGov operates an online panel of over 2.5 million respondents in over 11 countries. These represent all ages, socio-economic groups and other demographic types which allows us to create nationally representative online samples and access hard to reach groups, both consumer and professional. Our MENA panel has over 235,000 respondents.
The full report of the first wave of the eGSS is available for purchase. Additionally, the eGSS will be available on a subscription basis. Public institutions and companies are invited to subscribe to an easy and standardised solution to benchmark their online performance against similar organisations in the UAE. The survey is conducted every six months among a sample of 2,000 respondents which is nationally representative of the online population of the UAE.
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