Company: Dubai Digital Authority
Company Description: Digital Dubai was established by His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice-President & Prime Minister of the UAE, and Ruler of Dubai, in June 2021 to develop and oversee the implementation of policies and strategies that govern all matters related to Dubai’s information technology, data, digital transformation, and cyber-security.
Nomination Category: Product & Service Categories - Business Technology Solutions
Nomination Sub Category: Digital Process Automation Solution
 Nomination Title: 04 (The unified government suggestions and complaints system)
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the the nominated new or new-version product or service, OR written answers to the questions for this category? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video.
- If you are providing written answers for your submission, you must provide an answer to this first question: If this is a brand-new product, state the date on which it was released. If this is a new version of an existing product, state the date on which the update was released:
04 portal is a new product launched on 21st March 2023 by Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum as a unified government suggestions and complaints system at Dubai government level named behind the city code number of Dubai.
- If you are providing written answers for your submission, you must provide an answer to this second question: Describe the features, functions, and benefits of the nominated product or service (up to 350 words):
Total 350 words used.
04 is implemented across the whole government of Dubai at more than 40 government entities and its aim to connect Dubai government with its customers, listen to their voice and improve Dubai government overall performance. The following list explains the key benefits and features of 04 portal:
- “04” provide integration and collaboration between government entities in Dubai and other participating entities. The ability to connect customers with a wide range of entities and provide a unified experience make the platform comprehensive and unique.
- “04” provide the capability to allow cases to be reassigned/transferred between government entities and by that we ensure that customers' concerns are addressed in a timely and efficient manner, regardless of which entity is responsible for the issue achieving the concept of “whole-of-government”
- Convenience: The portal provides a centralized location for customers to access a range of government entities, eliminating the need for physical visits to government offices. This saves time and effort for customers, making their lives more convenient.
- Efficiency: The portal simplifies accessing it by providing a customer-friendly interface that allow customers submit their cases without registration and allowing customers to complain, and comment on the services provided by the Government entities in Dubai online.
- Transparency: The portal includes more than 40 entities and provides a feedback mechanism for customers to share their experiences regarding government services. This helps government entities to identify pain points and areas for improvement, ultimately improving the quality of services provided.
- Accessibility: The portal is available 24/7, allowing customers to access it at any time, from anywhere with multiple channels such as web, chatbot and WhatsApp for business
- Unifying the platform across Dubai government entities is a great way to reduce costs and efforts associated with implementing and maintaining solutions for each entity separately.
- Providing "04 " will help promote collaboration and knowledge sharing between different gov. entities, leading to better outcomes, more effective use of government resources
- Using Simple customer authentication process by integrating “04” portal with as our portal with UAEPASS (The digital identity in UAE)
- Customers can submit their cases without registration and with 3 steps only
- If you are providing written answers for your submission, you must provide an answer to this third question: Outline the market performance, critical reception, and customer satisfaction with the product or service to date. State monetary or unit sales figures to date, if possible, and how they compare to expectations or past performance. Provide links to laudatory product or service reviews. Include some customer testimonials, if applicable (up to 350 words):
Total 177 words used.
Through 04 portal, customers can submit their cases and interact with more than 40 government entities and more than 600 employees from these entities. Since the launch of the portal, more than 7,980 cases were submitted on the portal from the customers using different channel such as phone, email, chat, website, and social media
“04” portal will help achieve the following estimated savings for Customers and Dubai government considering the cost of use case implemented in digital Dubai:
- Reduced the time needed to submit a feedback from 20 minutes to 2 minutes for the customers/ from 20 steps to 3 steps only
- Save more than 66M AED on Dubai government for the system used by the government entities separately to manage the customer feedback in the backend
- Save more than 950K AED by providing a unified WhatsApp business within 04 portal
- Save more than 5M AED by providing unified omnichannel within 04 portal
- Save more than 11M AED on Dubai government by providing social media integration within 04 portal
- 04 portal Achieved 96.5% customer satisfaction
- You have the option to answer this final question: Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 26 words used.
04 Portal URL:
https://04.gov.ae
News:
https://tec.gov.ae/en/news-details?news=1368365
Videos:
https://www.instagram.com/p/CqkhlJvunfW/
His Highness Launch Tweets:
https://twitter.com/hamdanmohammed/status/1638174912522391555?s=48&
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