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The worst in providing digital services!
Sami Al Riyami
reyami@emaratalyoum.comsamialreyami
September 07 2021
Personally, I dealt with one of the agencies that was ranked among the worst in providing digital services, after the approval of its results by His Highness Sheikh Mohammed bin Rashid Al Maktoum, and after surveying nearly 55 thousand customers about digital services provided by government agencies, and indeed the experience of dealing With this very bad party, and despite the fact that only one paper is required, and it only takes a few minutes to issue it, the transaction lasted for three months completely and completely, without exaggeration, or adding one day from my imagination!
I wish that the matter ended “electronicly” after the passage of three months, this never happened, so I had to search for help or rather a “wasta” to issue a paper, which was supposed to be issued with the push of a button in the era of smart services, and you can imagine that the matter eventually arrived To speak with the minister personally, and I remember at the time that I told him, “I apologize for calling you for this simple request, but as long as the matter forced me to contact a minister for a simple transaction, I am absolutely sure that you have a major defect in the work mechanism and smart services!”
His Excellency really cared about the matter, and I thanked him very much for his personal intervention to end the attempts of three months of “smart” dealing with that ministry, but many questions remained in my mind. Is it the responsibility of every minister to follow up on simple transactions of this kind? Is every reference or client whose transaction has not been completed obliged to speak with the minister? Certainly not, but if every minister does not follow up on the work mechanism in his ministry, and how to provide smart services, and does not make sure of its smoothness and ease, and does not assign his ministry to conduct opinion polls, before the leading authorities conduct this poll, and does not go to the field to get a closer look at the Negatives and errors to be addressed, so it is not surprising that his ministry reaps the lowest ranks in providing services, and it is never unfair to publish the names of those ministries in red, and in a box entitled “The worst in providing digital services”!
Unfortunately, there are many service bodies, federal and local, that are still behind in providing “fast and good” digital services. They are superior in announcing the transformation of all services into smart services, and are superior in advertising on a permanent and continuous basis for the number of services they provide through smart means, but when dealing With it, the customer discovers the poor and slow service, discovers the complications of accessing the service, and discovers the difficulty of completing the transaction.. One of the dealers with a local department, tried to end the transaction electronically, and after filling in all the required information, a box appeared to him written with one letter: “We regret that the transaction was not completed Please visit the nearest service center.” He gave up after several attempts, and went to the nearest center to be surprised by the receptionist saying, “Sorry, I can’t help you, this service must be terminated (online)!”
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