Ministry of Interior Portal launched in 2008 and is being updated regularly to achieve the goals of Smart Government Strategies, UAE Vision 2021 and the National Agenda. The electronic portal contains many sections that reflects its identity, functions and services provided. The electronic poral has been developed to target all categories of visitors and facilitate the user journey in executing services that cover the Ministry’s Sectors with a total of 107 procedural and 17 informative services which is equivalent to nearly a third of government services in the UAE. Services has been developed to make it easy for customers to execute in less than two clicks or through voice commands and guided tour of the site's components. The customer satisfaction for the services is measured through innovation of happiness index using facial recognition (Emotion Detection). The portal provides innovative features to support and communicate with customers through smart engine, the Chatbot. AI feature has been used to search content in all images and videos through the definition of a repository of images and videos. The content publishing has been developed to reach big number of people in a three-dimensional display and infographic format, publishing open data related to the SDGs, as well as displaying all data in the form of spreadsheets and on interactive map that displays and filters date for each emirate, sector and service. The number of visitors has been increased from 1850387 in 2018 to 3207492 in 2019 leading to increase in usage of the Smart Services and the customer satisfaction. The portal achieved Sheikh Salem Al-Ali Al-Sabah Informatics Award which is a regional award in 2017 The portal achieved leadership in the electronic and smart services KPI during the last three years, and UAE has been ranked the first in the Arab world, the third in Asia and the eighth globally in the e-government development survey (EGDI) issued by the United Nations Committee for Economic and Social Affairs.

https://www.moi.gov.ae/

• International

• Youth
• Older persons
• Women
• People with disabilities
• The unemployed

While defining the sustainability of e-gov services, we considered two different dimensions of implementation and adoption. The implementation dimension deals with the technology, budget, and human resources required to implement the project, whereas the adoption dimension considers the design and approach of delivery for wider user participation and adoption. We incorporated these dimensions into our project to support in developing UAE vision 2021 in the design of sustainable e-gov services. E-gov maturity models are:
1. Implementation
• A detailed assimilation process is desirable.
• should support gov in designing streamlined services.
• should emphasize using state-of-the-art technology.
2. Adoption
• should support the gov in identifying agile accessibility to the service.
• should be able to support gov in developing awareness and trust among a group of people.

We defined evaluation parameters from the perspective of sustainable e-gov service, that is, cost, time, effort, and the adoption rate of offered services. The findings of the case study and survey were assessed against the set parameters to evaluate whether the proposed
scope was able to meet them. The rationale behind using two different methods of evaluation was the nature of the parameters required. The cost, time, and effort to implement e-gov services were evaluated by employing a case-study, as it required actual implementation of the model in a real project. customer satisfaction and adoption were evaluated by the survey method.

Sustainability of project we measured by:
• Human capital—all professional and experts employed
• Social desirability—needed by society
• Cultural acceptability—it should not violate certain cultural values and norms
• Technical feasibility—able to be attained or implemented
• Political expediency—in compliance with government rules and regulations
• Operational viability—should be productive
• Environmentally rebuts— a positive impact on the environment

The Ministry follows policies and mechanisms to manage technical assets and ensure the continuity of the site all the time, a disaster recovery site for systems and databases (Fault Tolerance), a backup infrastructure, security devices and networking. The efficiency of the systems is measured periodically as in 2019 results showed a 99.8% service availability and 100% data preservation. The ministry uses the latest analytical tools to ensure the quality of the site's performance all the time for each of the infrastructure components in addition to analyzing site’s response rate, most visited countries and browsers especially at peak times to monitor performance and insuring no slowness at any time showing a number of 9,374,370 pages views 2019 which increased more than 62.7% from 2018. The Ministry has added many Charters, Polices and SLAs in its Website that describes its processes, procedures and content. These include but not limited to Customer Happiness Charter, Open Data Policy and Complaints SLA. The Ministry focus on completing people’s demands by providing a variety of services that can be completed in easy and simple steps. These services are being provided to all categories of customers including Individuals, Private Sector Companies, Public Sector Entities and the Ministry’s Employees as well. The Ministry is continuously analyzing all customer’s data who are using the portal and its services. The analysis covers nationality, age, gender, education level and geographical location which helps in focusing on improving the services provided to cover all categories of people who are using the Portal and its Services. In addition, the Ministry is providing the Electronic Participation which allows people to share their opinions topics related to the Portal and Services provided. These opinions are being collected, studied and applied. In addition, the ministry is measuring customers’ satisfactions through different ways including but not limited to Happiness Indicator, Surveys and Complaints Section.