Page 20 - Enhancing innovation and participation in smart sustainable cities
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United for Smart Sustainable Cities
Enhancing Innovation and Participation
million (USD 9.7 million) every month. The report also identified savings on hardware and software
installations and maintenance costs, along with savings on daily operations and personnel costs.
Figure 4 – ESS operational efficiencies through cost savings
Operational efficiencies through automated processes: ESS have enabled ICT-based automation
(digitization) of various business processes in government entities (e.g. human resources management,
financial management, supply-chain management, payment processing, correspondences, document
management, etc.) from manual paper-based systems. Such automation and digitization have improved
end-to-end cycle times for business processes in government entities. Expedited timelines were
observed in terms of workflows and related approvals in several business processes. These observations
are supported and verified by benchmarks, which indicate an average of 10-20% reductions in
operational processes cycle times in similar ERP implementations. ESS have also facilitated improved
service innovation, service rollout and service delivery for government entities. Additionally, ESS have
enabled government entities to reduce service rollout cycles by 30 to 40% compared to a stand-alone
decentralized model for each entity.
The GRP has enabled the Department of Finance (DoF) to provide functional shared services through its
Shared Services Unit, in the area of finance and HR services for 24 small size entities. This is expected to
improve operational efficiencies and enable newly established entities to start operations in relatively
short time frames.
Customer satisfaction: One of the overarching goals of ESS was to attain enhanced customer satisfaction,
while achieving operational efficiencies in terms of cost savings for the Dubai Government. In 2015,
Smart Dubai Government handled 41 000 support calls/requests related to shared services across all
participating departments. It was noted that 98% of all requests were dealt within the given SLA
2
compliance target time, thereby achieving an 81% customer satisfaction score . In the same year, ESS
received an 83% happiness rating on the Happiness Index, which captures customer happiness across
ESS touch points.
2 These figures have been derived from detailed annual customer surveys
18 U4SSC series
