Page 35 - Implementing ITU-T International Standards to Shape Smart Sustainable Cities: The Case of Dubai

Implementing ITU-T International Standards to Shape Smart Sustainable Cities – The Case of Dubai

Box 5 – Description of Smart Dubai’ eComplain system (Smart Dubai Government, 2016)

Using multiple channels, Smart Dubai Government (SDG) promotes Dubai Government’s use of
information and communication technology to provide government services to citizens, visitors,
businesses, government entities, and government employees. SDG does this in line with their
mandate to ease the lives of people and businesses interacting with the Government.
In its role as facilitator of smart services SDG provides information systems that are of common
nature including those related to finance, procurement, contracts, stores, human resources,
maintenance, project management, email and electronic correspondence services, eArchiving,
ePay, portal, connection, electronic integration and decision support systems. These services are
provided to all Dubai Government Entities.

One example of these services is the central eComplain System, www.ecomplain.ae, which is
designed to raise the level of performance in Dubai’s public sector and is the first of its kind in the
region. The system is an electronic platform that enables users to complain about public services.
This guarantees the reception of their complaints at 27 government departments that share the
system. As an administrative system, eComplain is based on the best international practices and
includes the mechanisms of: receiving complaints, studying them, dealing with them, measuring
their impact, and benefiting from them through ultimately enhancing governmental performance
while protecting the privacy of the complainers and the discretion of their information.

Box 6 – Screenshot of Smart Dubai’s eComplain system (Dubai Smart Government, 2016)

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