2015 Abu Dhabi Systems & Information Centre
Annual Report
4
H.H. Sheikh Khalifa Bin Zayed Al Nahyan
President of the United Arab Emirates
2015 Abu Dhabi Systems & Information Centre
Annual Report
6
H.H. Sheikh Mohammed Bin Zayed Al Nahyan
Crown Prince of Abu Dhabi
Deputy Supreme Commander of the UAE Armed Forces
Chairman of the Executive Council
2015 Abu Dhabi Systems & Information Centre
Annual Report
Table of
Contents
8
Table of Contents
Director General’s Message................................................................................................................ 10
Introduction.......................................................................................................................................... 12
Vision and Mission............................................................................................................................... 14
Chapter 1: Organization Structure.......................................................................................................... 16
Chapter 2: Abu Dhabi e-Government Strategy ........................................................................................ 22
Chapter 3: e-Literacy & Capacity Building .............................................................................................. 26
Chapter 4: G-Cloud Strategy Articulation................................................................................................ 30
Chapter 5: e-Government ..................................................................................................................... 34
Chapter 6: Abu Dhabi Data Management Programme ............................................................................ 54
Chapter 7: Information Security Operations Division .............................................................................. 60
Chapter 8: Geo-Innovation ..................................................................................................................... 66
Chapter 9: Social Media ....................................................................................................................... 70
Conclusion ............................................................................................................................................ 74
2015 Abu Dhabi Systems & Information Centre Annual Report 9
2015 Abu Dhabi Systems & Information Centre
Annual Report
Director
General's
Message
10
Director General's Message
Every day, the digitization of the world around us increases. It is clear that the movement of everyday life to the digital landscape and
the growth of the Internet of Things is where the future lies. Given this reality, I am incredibly proud of the work we do here at the Abu
Dhabi Systems and Information Centre (ADSIC), the Government entity in charge of the Emirate’s ICT agenda, future roadmap and
e-Government integration. 2015 has been a fantastic year in pursuit of ADSIC’s goals; a lot of things were achieved that everyone at
ADSIC should be proud of.
First and foremost, at GITEX 2015, the Abu Dhabi e-Government launched the Abu Dhabi Services platform. This innovative, state-of-
the-art app serves as a gateway to over 1,100 governmental services offered as part of our smart service. Abu Dhabi Services covers
vital areas such as healthcare, education, immigration, residency, housing, property, tourism, transportation, legal affairs and public
safety, among others. The launch of Abu Dhabi Services is an integral step towards providing innovative and world-class services that
benefit its end-users through digital transformation by providing convenient, safe and easily-accessible smart solutions.
The integration of government services to the digital landscape is an integral part of ADSIC’s strategic goals, and is also an important
component of achieving Abu Dhabi’s Vision 2030. We are dedicated to positioning the UAE’s capital as a vibrant, modern and pioneering
destination to conduct business and develop the ICT sector.
Our efforts were even honored by the Environmental Systems Research Institute (Esri) User Conference, held in San Diego, California,
United States, where the Abu Dhabi e-Government was the inaugural recipient of the first-ever “2015 Smart Government Award”.
Accolades like this recognize and reinforce the incredible work that all of my colleagues at ADSIC do in their every day pursuit of
excellence.
ADSIC endeavors to continually provide services to boost integration across various departments and fields of the Government’s
operations by providing a single access-point for all Government-related processes and procedures. This will result in a decrease in the
time and effort users spend, allowing them to concentrate on work, family, and their daily lives more.
Other 2015 highlights in pursuit of these goals includes ADSIC’s workshop for 24 of our government partners. The gathering addressed
all aspects of the Emirate’s e-Government presence at GITEX under the theme ‘Towards a Digital Abu Dhabi’, and our officials delivered
a comprehensive presentation on all aspects of the upcoming participation, including logistics, operations and marketing for our
colleagues across the Abu Dhabi Government. We have also expanded the trainee base of Emirati nationals of both genders across the
three main areas that form the UAE for our pioneering digital awareness programme; e-citizen. We must continuously create avenues
interlinking official entities, individuals and communities by providing across-the-board knowledge transfer to all relevant parties in
support of e-Governance.
I am very proud of the work ADSIC has done in 2015, and very pleased with the achievements that have resulted from the incredible
dedication of each one of our employees. We will continue this year in building a fully integrated Abu Dhabi e-Government that will
revolutionize the lives of the citizens and residents of the Emirate. Making the lives easier of those who call Abu Dhabi home is our
ultimate goal. Again, I would like to extend my appreciation for all the work my colleagues have done in 2015, and I look forward to
continuing working with them in 2016, and beyond.
H.E. Rashed Al Mansoori
Director General
2015 Abu Dhabi Systems & Information Centre Annual Report 11
2015 Abu Dhabi Systems & Information Centre
Annual Report
Introduction
12
Introduction
Introduction
Welcome to the Abu Dhabi Systems and Information Centre’s 2015 Annual Report. 2015 was an incredible
year for ADSIC; from the launch at GITEX of the Abu Dhabi Government Services platform, a state-of-the-art
mobile app which serves as a gateway to over 1,100 government services, to the expansion of our e-Citizen
programme and the marking of the one year anniversary of our Abu Dhabi Government Contact Centre
(800555 ) in Al Ain. These, and many other accomplishments, have marked ADSIC’s year.
This report will serve as a comprehensive review of ADSIC in 2015 covering highlights and successes of ADSIC
business units, such as the Abu Dhabi Spatial Data Infrastructure Program, Information Security Operations,
Digital Services, e-Literacy, Human Resources, Marketing and Awareness, Operations, the G-Cloud, and the
Abu Dhabi e-Government Interoperability Framework.
2015 Abu Dhabi Systems & Information Centre Annual Report 13
2015 Abu Dhabi Systems & Information Centre
Annual Report
Vision &
Mission
14
Vision & Mission
Vision
To become a leading smart government,
driven by innovation and inspired by
society
Mission Values
We are dedicated to delivering • Achieve high Competency &
innovative digital services and Excellence in your domain
channels, standards and policies,
while building the foundation for an • Be Transparent & Open
ICT-Mature society • Highly Value Diversity and Respect
for Individuals
• Be Driven by Ideas and Innovation
• Lead By Example
2015 Abu Dhabi Systems & Information Centre Annual Report 15
2015 Abu Dhabi Systems & Information Centre
Annual Report
Chapter 1
16
Chapter 1 - Organization Structure
Rate for 2014 68% 32% 73%
Rate for 2015 62% 38% 78%
Number of new joiner 36
2015 Abu Dhabi Systems & Information Centre Annual Report 17
2015 Abu Dhabi Systems & Information Centre
Annual Report
Main Roles of the Strategic Planning Division Main Roles of the Technology & Policy Division
• Develop, manage and update the definition of the vision and • Develop and improve policies and standards to achieve the
strategy of the Abu Dhabi eGovernment. strategic objectives of Abu Dhabi eGovnerment Program.
• Develop eGovernment and ADSIC’s strategy and goals and • Develop and manage the overall architecture and design of
key performance indicators. the eGovernment Systems in various fields.
• Adopt the operational plans and key projects for • Lead the technical design development of new systems and
eGovernment initiatives. major improvements to existing systems.
• Supervise and follow up of all programs and initiatives to • Supervise the identification of the requirements of
achieve the objectives of the strategic and operational plans. integration between ADGEs’ systems eGovernment systems
and develop relevant architecture.
• Measure achievement and performance in the light of the • Manage all technical projects (systems and services) for
plan based on key performance indicators. eGovernment initiatives and supervise the technical systems
development process.
• Build and manage strategic relationships with local
institutions, federal and international agreements. • Review and approve changes and improvements
to eGovernment Systems.
• Provide advice and expertise in technology for the various
Divisions and ADGEs as needed.
18
Chapter 1 - Organization Structure
Main Roles of the Shared Government Services Division Main Roles of Operations & Maintenance Division
• Develop and manage plans to upgrade the Shared • Managing the production environment hosting the
Government Services and increase the effectiveness of eGovernment Shared Services and support the development
the Shared Systems in Government Entities in terms of the and test environment.
usability and integration.
• Supervise the implementation of the processes of
• Act as a business domain SMEs in the provision of integration between ADGE Systems government and Shared
consultation and support in the field of Shared Government Government Systems in coordination with concerned
Services. departments.
• Work with users and relevant stakeholders involved in • Management capacity planning, operational management
Government Entities to implement the activities specific to and availability, management of incidents and problems, and
these services and initiatives. ensure the availability of appropriate plans for the continuity
of information technology services.
• Manage Systems in terms of administration of users, system
functionality and preparation of reports. • Ensure the availability of capabilities, resources and
infrastructure necessary for the operation of the newly
• Identify improvements to services and systems in implemented systems and services.
coordination with relevant departments in order to realize
them. • Monitor the operational performance of the infrastructure
and continuous system availability.
• Identify the requirements of and improvements required for
migrating new systems to the production environment, and
supervision of the process.
• Identify and supervise the activities of suppliers and service
level agreements related to infrastructure and systems.
2015 Abu Dhabi Systems & Information Centre Annual Report 19
2015 Abu Dhabi Systems & Information Centre
Annual Report
Main Roles of the Gov. Affairs & Partnership Main Roles of the Info. Security Ops Division
Management Division
• Security monitoring of Abu Dhabi Network and eGovernment
• Build and manage relationships with ADGEs to develop shared services infrastucture to ensure the protection of
information assets and services against attacks.
custom portfolios of government entities and their related
services and initiatives.
• Support the implementation of eGovernment initiatives in • Development of Information Security relevant Policy and
coordination with relevant departments. Standards for shared government systems.
• Follow up and monitor the compliance of government • Ensure compliance and monitor the implementation of the
strategies, policies, standards and resolutions approved. Information Security Policy and Standards on all shared
government services and systems to provide high levels of
• Follow up on the Government Service Modernization and protection and reduce potential risks.
Digital Transformation with relevant ADGEs.
• Develop and manage plans for Digital Literacy, ICT Capacity • Assess and evaluate the risks related to information security
Building in ADGEs and raise digital awareness across various and develop plans to address the risks and gaps.
categories in society.
• Management of security incidents related to government
• Work on developing strategic partnerships with key services and joint coordination with the concerned
stakeholders and players in the ICT industry to leverage the authorities as needed.
benefits across ADGEs.
• Identify opportunities for improvement to the security of the
• Work with relevant Divisions to develop plans to promote systems and infrastructure through research and testing.
initiatives and eGovernment Shared Services and supervise
their implementation. • Supervise the implementation of security awareness
activities and technical training in the field of security
operations.
20
Chapter 1 - Organization Structure
Main Roles of the Support Services Main Roles of the Corporate Affairs
Division Department
• Provide support to the Abu Dhabi Systems and Information • Remember the design and risk management framework for
Center in relation to matters pertaining to HR, Finance, ADSIC and the eGovernment.
IT, Procurement, General Services, and Corporate
Communications. • Coordinate with relevant departments to identify and
manage the various risks (financial, operational and
• Oversee the recruitment, performance management, personnel etc...)
training and development, manpower planning, and update
policies and procedures for human resources, and employee • Make plans for the development of the basic operations of
relations. the center and oversee the implementation.
• Management of financial operations and operational • Develop mechanisms to improve the performance of
procedures relating to the budget, and annual statutory Divisions and Departments of the center and TQM.
accounts, and financial reporting to the concerned
authorities. • Develop and oversee the implementation of strategies,
projects and business continuity plans for e-government
• Implement all procurement activities and contract services of ADSIC in cooperation with the relevant
management services and sourcing to ensure compliance departments.
with policies and procedures of procurement.
• Manage and ensure the adherence of ADSIC internally
• Implement all administrative support activities, to the information security standards.
including maintenance, health and safety and the
environment, security, and archiving and correspondence • Legal review of all contracts and agreements and the
management. development of legal provisions in order to preserve the
rights of the center in the agreements.
• Plan and coordinate the activities of corporate
communications at ADSIC.
2015 Abu Dhabi Systems & Information Centre Annual Report 21
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Annual Report
Chapter 2
22
Chapter 2 - Abu Dhabi e-Government Strategy
Abu Dhabi e-Government
Strategy
2015 Abu Dhabi Systems & Information Centre Annual Report 23
2015 Abu Dhabi Systems & Information Centre
Annual Report
Abu Dhabi e-Government Strategy
In line with Abu Dhabi Systems and Information Centre (ADSIC) anywhere. To that end, ADSIC has laid out the Abu Dhabi Mobile
vision to become a leading smart government, driven by Government Services (m-Services) Strategy as a basis for guiding
innovation and inspired by society, ADSIC has made significant all Abu Dhabi Government Entities as they modernize and digitize
progress in its effort to enable Abu Dhabi Government Entities the services they offer and extend them to the appropriate mobile
(ADGEs) to deliver innovative and effective digital services to all of channels. Abu Dhabi Mobile Services strategy does not replace
its citizens, private-sector businesses and employees by building e-Government but rather complements it by leveraging existing
a modern and high-performance e-Government Infrastructure. investments in shared e-Government infrastructure services and
This comprehensive ICT infrastructure sets the base for the digital platforms.
transformation of government services and allows ADGEs to focus
on service improvement rather than offering the technology. For In line with these goals, ADSIC launched the "Abu Dhabi Services"
example, the Abu Dhabi Government Network connects more mobile application as an innovative channel that provide
than 60 government entities under one umbrella, in addition to government services with highest international standards in terms
a single sign-on (SSO) platform and Enterprise Service Bus (ESB) of ease of access, security, speed and transparency, to raise the
that enables seamless and secure exchange of government quality level of services provided to individuals and business. The
data in an effective and secure way. ADSIC also developed the application offers state of the art customized services to different
Abu Dhabi e-Government Portal which is considered a primary segments, all these services and much more are offered from a
government services interface for clients (both individuals and center hub at the convenience of customer fingertips.
businesses) in the Emirate of Abu Dhabi. In addition, ADSIC has
introduced policies, standards, and guidelines related to the The “Abu Dhabi Services” mobile app is the Central Access
modernization of government services. point for all government services information, it provides a wide
range of services and functional that are segmented to offer G2C
ADSIC also continues to work towards implementing a Whole- and G2B. The app. contains all Abu Dhabi government services
Of-Government, with a focus on raising the level of collaboration information, more than 1100 services affiliated with over 99
between government entities in the areas of data exchange as government entities have been categorized in a simple way
well as the simplification and re-engineering of processes. All of to enable customer searching and finding the target service’s
which aligns perfectly with the e-Government strategic goals of details, process, required documents, fees, working hours and
deploying customer-centric services, adopting smart devices to locations with an option to apply for the service or share it over
expand the reach and scope of these services, and improving social media. To enrich customer experience, citizen dashboard
the effectiveness and efficiency of government services in the has been added to improve the way of delivering the information
affected sectors. from government to customers, it composes the following
features:
As part of this effort, Abu Dhabi government is determined to make
available to its increasingly mobile and connected constituents a
portfolio of high-impact mobile government services, to enable
them to access key services easily and conveniently, anytime,
24
Chapter 2 - Abu Dhabi e-Government Strategy
• Notification Center: Also the app supports location-based and navigation functions, it
It allows sending notifications form government to customer, i.e. allows customers to search for different types of facilities such as
car registration renewal, utility bill due date etc. health, education, government, accommodation, entertainment,
etc. and provide facility details with an option to navigate.
• Application status:
It allows customer to track his application status with Abu Dhabi The Abu Dhabi Government commitment to digital transformation
Government. and service modernization has set a new objective to incorporate
additional high impact services to be offered on the mobile
• Due payments: application wherein the focus will be on grouping and integrating
It aggregates all due amounts with Abu Dhabi Government and various services into seamlessly linked and interrelated processes
allow customer to find out payment breakdown per entity and pay owned by several different government agencies.
it from the App.
Foster and align with Abu Dhabi Emirate’s Continuously innovate and publish new ideas to
vision for Innovation improve Public Administration through ICT.
Facilitate the utilization of government Make available highly accessible and easy to use
services and Engagement with all cross government service channels.
population segments
Facilitate society participation and engagement with
Strategic the government.
Goals
& Improve digital Literacy levels amongst all residents
of the Emirate.
Objectives
Improve ICT capabilities of Government employees.
Build sustainable ICT mature society
for Abu Dhabi Emirate
Enable Digital transformation of Provide shared infrastructure and applications.
government services through ICT Develop, create awareness, and enforce cross government ICT
policies/standards & guidelines.
Enable service digital transformation initiatives in various sectors
and government departments.
Ensure government services are conducted in a physical and
cyber-secure environment protecting government and citizens interests.
2015 Abu Dhabi Systems & Information Centre Annual Report 25
2015 Abu Dhabi Systems & Information Centre
Annual Report
Chapter 3
26
Chapter 3 - G-Cloud Strategy Articulation
G-Cloud Strategy Articulation
2015 Abu Dhabi Systems & Information Centre Annual Report 27
2015 Abu Dhabi Systems & Information Centre
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G-Cloud Strategy Articulation
In Quarter 4 2015, ADSIC started the G-Cloud Strategy Innovation
Articulation initiative which aims to create a strategy for cloud
computing in Abu Dhabi and develop a business case for the Identify potential opportunities for G-Cloud to catalyze innovation
initiative by exploring the different cloud options available to within Abu Dhabi Government and support the greater ecosystem
the Abu Dhabi government. The strategic drivers for the G-cloud of start-ups and R&D.
Strategic articulation initiative are:
The benefits that can be derived from the use of cloud computing
Cost Reduction are widespread across government and private sectors, providing
a unique opportunity as an enabler of economic development and
Decrease yearly government spend on IT operations by smart living in the Emirate.
consolidating technologies, reducing server and data center
footprint and streamlining services. The development of the strategy articulation consist of three
main stages. We have so far completed the first stage, Current
Efficiency & Productivity State Assessment, and we are working on concluding the second
stage, Future State Definition. The third stage consist of Master
Reduce one-time project costs, streamline infrastructure and Plan Development, which will follow thereafter. It is expected to
services provisioning cycles and increase resource productivity finalize work on the strategy articulation by Quarter 1 2016.
and utilization.
Economy & Sustainability
Derive the potential implications of G-Cloud on economic
diversification, private sector development, GDP growth and
environmental sustainability.
28
Chapter 3 - G-Cloud Strategy Articulation
2015 Abu Dhabi Systems & Information Centre Annual Report 29
2015 Abu Dhabi Systems & Information Centre
Annual Report
Chapter 4
30
Chapter 4 - e-Literacy & Capacity Building
e-Literacy & Capacity Building
2015 Abu Dhabi Systems & Information Centre Annual Report 31
2015 Abu Dhabi Systems & Information Centre
Annual Report
e-Literacy & Capacity Building
The e-Literacy and capacity building program is aimed at raising In 2015, ADSIC continued to conduct the following programs and
the level of awareness and computer competency among the events:
population of the Emirate of Abu Dhabi in order to expand the
potential customer base for e-Government services. • e-Citizen Program
The core objective of the e-Literacy and capacity building This program is focused on how to use the computer and internet
program is to identify gaps in the digital divide and improve the effectively to communicate with individuals and groups, retrieve
ICT capabilities of all segments of Abu Dhabi’s society through information and access products and services. This certification
specific, targeted ICT learning initiatives. A prior strategic program is suitable for anyone who feels that they lack the
articulation conducted by ADSIC identified four key population necessary internet skills to engage in and benefit from the
segments with the most urgent needs and the greatest potential information society, as the program was specifically developed for
for e-Literacy and capacity building improvement: people with a limited knowledge of computers and the internet.
• Government employees
• Housewives In partnership with the Family Development Foundation, the
• People with special needs ADSIC e-Citizen Program trained 462 participants from various
• Unemployed segments such as women (housewives), job seekers and retirees
• Retirees in Abu Dhabi, Al Ain and the Western Region during 2015.
In cooperation with the Abu Dhabi Education Council, the ADSIC
e-Citizen Program trained 462 parents and guardians in Abu
Dhabi and Al Ain during 2015.
ADSIC signed a Memorandum of Understanding with Zayed
Higher Organization for Humanitarian and Special Needs in
2014 and trained 334 participants of people with special needs,
orphans and parents.
ADSIC also signed another MoU with Abu Dhabi Retirement
Pensions and Benefits Fund in 2014 where awareness sessions
about the eCitizen Program were conducted and the training was
conducted in 2015.
After completing the program, a total of 1262 participants
received ADSIC e-Citizen Program training during 2015.
32
Chapter 4 - e-Literacy & Capacity Building
Social Media For All Program Microsoft Professional Training for Abu Dhabi Government
ADSIC launched SM4A Program in June 2014 which is a new Employees
certified program that aims to introduce and educate community During 2015, ADSIC continued to activate the training program
members about modern social media networks and technologies, under the Microsoft Enterprise Agreement, and via this training
and also gain the basic skills that can be best used in achieving program, ADSIC offered 14 training courses and workshops and
both individual and organizational growth in an easy, efficient and trained 100 government employees specializing in the area of ICT
safe way. The Program contains of 3 basic modules; Social Media and representing various government entities.
Networks, Safe Online – Cyber Safety, and Online Information
Search. Workforce Development program with Oracle – for the
unemployed
Social media program targets community members who already Since signing the MOU between Abu Dhabi System Information
have the basic knowledge of using computers and internet, and Center and Oracle, the program for training the unemployed
since its recent launch, the program has successfully reached out has launched with Egabi Learn; a company that specializes in
and trained 974 of housewives, parents, job seekers, teachers trainings for Oracle technologies and providing a recruitment
and people with special needs. This was achieved through service on the learning tracks that are provided. The program on
strategic partnerships with the following government entities: boarded more than 50 trainee across four tracks. The tracks are
Zayed Higher Organization for Humanitarian and Special Needs the following:
and Family Development Foundation. 1. Database Management System
2. Human Resources Management System
Information Security Awareness Program for Abu Dhabi 3. Mobile Track
Government Employees 4. Finance Management System
ADSIC sponsored the Program with the objective of developing The program aims to enhance the skills of the job seekers in the
awareness sessions that provide Abu Dhabi entity personnel market, increase their chances of landing a job and focusing on
with a user-level perspective on information security threats and jumpstarting their career. The recruitment service will target the
mitigating best practices. private sector as priority of employment.
The program delivered awareness sessions to 5003 government
employees across 49 ADGEs, via accredited training providers.
2015 Abu Dhabi Systems & Information Centre Annual Report 33
2015 Abu Dhabi Systems & Information Centre
Annual Report
Chapter 5
34
Chapter 5 - e-Government
e-Government
Jobs Abu Dhabi e-Government Portal
Shared Government
Data Centre
Taresh, the Cross- Abu Dhabi
Government e-Gov
Correspondence operations lab
Management NOC
System
Smart Applications Design Establishment Of
Abu Dhabi Government
Contact Centre in Al Ain
2015 Abu Dhabi Systems & Information Centre Annual Report 35
2015 Abu Dhabi Systems & Information Centre
Annual Report
e-Government Portal www.abudhabi.ae
e-Government Portal is the gateway to Abu Dhabi e-Government
Portal and the main interface for all segments of society, where
it is providing services and information to all society segments
in the Emirate of Abu Dhabi. Since its launch in 2007, the Abu
Dhabi e-Government Portal platform provides comprehensive
services and information efficiently to its users, making it the
single entrance gate to the Government of Abu Dhabi.
During 2015, Abu Dhabi e-Government Portal continued to
expand the scope of its work and deliver a high value to citizens
and residents services in the Emirate of Abu Dhabi and beyond,
where the gate was able to successfully provide nearly 5,500
pages (Arabic and English), including 1,069 services (48 are
fully e- services), new government entities were added, bringing
the total number of government entities at the gate for 103
government entity.
The Portal continued to grow in popularity in 2015, attracting
more than 3.6 million visits and more than 8.5 million page views
with a 43% increase in visits and 23% in page views compared
to 2014. The gateway use expanded to reach around 822,610
registered users (32,604 for AD Portal). The gate was ranked
within the top three positions on the search engine "Google"
(when searching in Arabic).
36
Chapter 5 - e-Government
For further improvement and development at the gate to In order to improve the user experience and allow interactions
enhance the user experience, a number of new initiatives were (two way communication), the Abu Dhabi portal team has
completed, such as modifying dependent services for each of developed the feedback form on page level based on international
the Abu Dhabi Police, the Department of Economic Development standards and best practices. The feedback form is integrated
and the Department of Municipal Affairs, added public tenders with the Abu Dhabi Contact Center.
of Department of Finance and added social media icons for all
government agencies that have the accounts. In addition, the
search engine has been developed to the latest version.
10,000,000 8,636,562
9,000,000
8,000,000 6,769,668
7,000,000
6,000,000 3,658,890 3,994,701
5,000,000
4,000,000 1,904,958 2,344,628
3,000,000
2,000,000 1,236,833
1,000,000
510,228
0
2015 2014 2013 2012
Page views Visits
2015 Abu Dhabi Systems & Information Centre Annual Report 37
2015 Abu Dhabi Systems & Information Centre
Annual Report
Jobs Abu Dhabi
In 2015, Jobs Abu Dhabi achievements are summarized to include:
Since its launch in 2008, Jobs Abu Dhabi continues to strengthen 1. Integrating more than 1,400 employers from government,
its position as the best employment channel in Abu Dhabi, where federal and private institutions
its services are classified as the best recruitment services to
citizens and residents. "Jobs Abu Dhabi" gate facilitates the 2. Registering 676,027 job seekers from around the world
process of finding jobs over the internet by providing a direct 3. Jobs Abu Dhabi application download reached to more than
point of contact between the employers (the federal government
and private sector institutions) and job seekers from around the 88,000 downloads
world. 4. Browsing Jobs Abu Dhabi gate by more than 228 countries
The labor market efficiency increased up to 69% of the number of around the world
offered vacancies in the Emirate of Abu Dhabi compared to 2014. 5. Cost saving for hundreds of millions used in the traditional
Jobs Abu Dhabi assists government agencies in Abu Dhabi in their recruitment process
own recruitment processes. It also contributed and supported in 6. More than 90% of the employers satisfaction
the emiratization process. 7. More than 2,800 visitors to the gate in 2015
In addition, there were several key achievements including:
1. The Jobs Abu Dhabi won (Gov.) Award for the best category
of government service to customers
2. The new design for Jobs Abu Dhabi Gate which was marked
by a active character attracts viewers and visitors to the
gate. Among the most important characteristics that have
contributed to attract users:
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Chapter 5 - e-Government
• Sort recommended Jobs by searches
• Key words used to get to the CVS
• Updates on the job advertisements
• Developing a page where smartphones are formed by Page
electronic device browser
• The mobile application of the private owners of the
business and that which employer is able to rapidly and
directly research and communicate with job seekers
• The Sixth Virtual Career Fair, which has seen a quantum
leap in its history to include 91 participating employers and
satisfaction rate of 90%
Adding to what has been achieved last year, Jobs Abu Dhabi plans
for many projects for the year 2016, the most important are:
1. The Feature of Job comparison.
2. Improve the mobile application of the employers.
3. The seventh virtual career fair.
4. Solutions to use Jobs Abu Dhabi gate by people with visual
disabilities.
2015 Abu Dhabi Systems & Information Centre Annual Report 39
2015 Abu Dhabi Systems & Information Centre
Annual Report
Taresh, the Cross-Government Correspondence Management System
As a part of the rollout activities, Taresh team conducted 120+
training sessions, trained 750+ users and received a 92% overall
training evaluation feedback.
As of date, Taresh has 950+ active users, 136 signatories. 1200+
correspondences are created and 100+ digitally signed and sent
to government, semi-government and private entities.
Taresh, the Cross-Government Correspondence Management
System launched with the goal of stopping all manual and
traditional processed of managing official correspondences
between Abu Dhabi governments entities.
Taresh is a world-class, highly secure solution developed for
Abu Dhabi Government entities to maximize efficiency, reduce
operational risk, ensure regulatory compliance and deliver
correspondences in time whilst maintaining highest level of
security given the sensitive nature of most of the content. It helps
to create, capture, store, deliver, publish, archive and manage
records thereby refining the lifecycle of correspondences
communication among entities.
Taresh commenced a full-fledged rollout program for
Phase 1 (covering 39 entities) in April 2014 and we completed
on-boarding 34 entities by Dec 2015. Phase 2 (25 entities) rollout
was kicked off on Nov 2015 and is planned to be completed by
April 2016.
40
Chapter 5 - e-Government
Smart Applications
to closing, the case can be monitored by the customer within
Abu Dhabi CityGuard or online on abudhabi.ae, or by contacting
the Abu Dhabi Government Contact Centre on (800 555). The
customer can call the Abu Dhabi Government Contact Centre
(800555) to report any technical issue that is encountered during
the usage of CityGuard, or to provide any feedback regarding the
application, its features and potential enhancements.
CityGuard Application The aim of the app is to improve government services and the city
image with the help of the public. Therefore, several incident types
CityGuard is a free mobile application that is available to all such as public safety, consumer protection and environmental
Abu Dhabi residents, be it UAE nationals, working expatriates, issues have been identified. Participating government entities
or visitors to the Emirate. CityGuard allows the public to report are the three Municipalities of the Abu Dhabi Emirate, Abu
incidents and submit complaints related to the Emirate of Abu Dhabi Police, Department of Transport, Abu Dhabi Food Control
Dhabi directly to the government. With its slogan “Your City, Authority and Health Authority - Abu Dhabi amongst others.
Your Community, Your App” CityGuard aims to increase civic
participation and collaboration between the public and the CityGuard is another cornerstone in the Abu Dhabi Government’s
government in order to improve the Emirate at all levels. Through drive to engage with its customers across multiple channels in
Abu Dhabi’s CityGuard, the customer can instantly report order to maximise their feedback and collaboration in the service
any incidents around the Emirate by taking a photo, movie or delivery enhancement process.
audio recording of the reported incident and use an embedded
interactive map to locate the exact geographic position of the The contact Centre witnessed an increase on the number of
incident. Cityguard application downloads and the number of received
cases, especially after the official launch in July 2013. The total
The application automatically creates a case with the Abu Dhabi number of downloads in 2015 was (109,934) and total number of
Government Contact Centre which promptly assigns the case to received cases was (8,668) case. The total number of downloads
the appropriate government entity for resolution. From opening since the launch of the CityGuard application is (80,080) and total
number of received cases is (26,438).
2015 Abu Dhabi Systems & Information Centre Annual Report 41
2015 Abu Dhabi Systems & Information Centre
Annual Report
Design Establishment of Abu Dhabi Government Contact Centre in Al Ain
The Government of Abu Dhabi is committed to continuously 1. Create Job Opportunities: Al Ain is an ideal city in the
enhancing the quality of its services to provide benefits to all Emirate of Abu Dhabi to create these opportunities due to its
its customers by transforming government departments into pool of talented young people. The initiative will create 75 job
customer-centric organizations. The strategic vision driving opportunities on day one of operation, and will ultimately create
this mandate is for the Abu Dhabi Government to be a “High more than 100 job opportunities with increased volume over the
Performance Government Delivering World Class Services for the next few years.
Benefit of All Its Customers”, which align with the government
Core Principles and values which includes: 2. Continuous Operational Improvement: After four years
of operation, a new operation will allow the programme to identify
Customer Focus, Multi-channel Offering, Customer Experience and implement key improvement opportunities for the next couple
Consistency, 360-degree View, and Customer Service Scorecard. of years. These improvements will be critical for the successful
completion of the consolidation program and for building key
Based on the senior leadership’s vision of creating job capabilities such as specialization.
opportunities in the Emirate of Abu Dhabi, and increasing UAE
citizen’s engagement in the private sector, a programme was 3. Close to the Government: Proximity to the Abu Dhabi
established in 2012 to relocate the Abu Dhabi Government Government and to the Abu Dhabi Government entities is key
Contact Centre (ADGCC) to the Emirate of Abu Dhabi, and to the future of the ADGCC. This will enable a better cultural fit,
specifically to the city of Al Ain. The programme was established higher synergy and closer engagement between the Contact
to realize three strategic objectives: Centre and the entities.
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Chapter 5 - e-Government
Following the program’s mobilization, significant progress has 2. Facility:
been accomplished across the three delivery pillars: The building was completed and fully equipped in January 2014,
and currently all services are provided to the customer through
1.Technology: Abu Dhabi Government Contact Centre in Al Ain.
Design and procurement for the telephony and infrastructure 3. Workforce:
components have been completed. In addition, the In conjunction with Tawteen Council, 74 Emirati agents joined Al
implementation of the technical solution has been completed. Ain Contact Centre in February 2014. At present, the number of
Currently all aspects of the technology solution are Emirati agents reached 115 employees.
fully operating.
2015 Abu Dhabi Systems & Information Centre Annual Report 43
2015 Abu Dhabi Systems & Information Centre
Annual Report
No Objection Certificate Program (NOC)
NOC Program Objectives the NOC Program relies on several critical factors including:
securing the commitment and collaboration of all stakeholders;
The program aims to provide a unified and advanced platform developing a solid governance model; ensuring a comprehensive
to initiate municipal approvals such as licenses, approvals and capacity building framework; the alignment of business processes;
the completion of NOC requirements in an automated and joint securing the availability of high quality data and leveraging related
method that brings together all concerned entities. The platform government services, among other factors.
has been established by relevant sectors aiming to serve several
government and semi-government municipal, services, transport, The stakeholders of the NOC Program represent different sectors
energy, security and safety sectors in addition to development involving specialists from various business and technical domains
agencies, consulting firms, contractors and individuals. related to NOCs including strategy & planning, corporate services,
asset management & planning, projects, customer service, IT/
In line with Abu Dhabi Vision 2030, the UAE Vision 2021 and GIS, HSE, and permits & approvals.
the commitment of the Abu Dhabi Government to achieve its
objectives and excel in providing services on a global level,
the Abu Dhabi Government is keen to continuously develop all
governmental services by transforming them into high-quality
world-class smart services across multiple channels.
NOC Program Critical Success Factors
While the close supervision and continuous direct support from
the leadership constitute a major pillar for the Program's success,
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Chapter 5 - e-Government
NOC Program Achievement the start of January 2016, a total of 408 received applications in
the Western Region Municipality.
The program’s full operational phase was launched in Abu Dhabi
to expand its operations throughout the emirate. The program’s Prior to the launch in each region, the phase went through
initial phase has begun in the second half of 2015 in Al Ain and an adequate period of preparation including the training of
then expanded to the Western Region in line with a gradual and operational teams and commissioning to identify scope for
structured expansion plan. The new phase includes a complete improvement and implementation (150 users from Al Ain
stop on former manual and computerized procedures to be Municipality, 137 users from Western Region Municipality and
replaced with the unified and advanced platform. Prior to the 159 users from Abu Dhabi City Municipality).
launch in each region, the phase went through an adequate
period of preparation including the training of operational teams The NOC program aims to develop a variety of guidance tools
and commissioning to identify scope for improvement and developed and disseminated to employers according to their role
implementation. and responsibilities. This is in addition to a variety of channels to
enhance communication and coordination between entities and
Since the program was launched in Al Ain and expanded to other to facilitate the procedures.
regions in the emirate, the number of users has significantly
grown to reach approximately 1,608 from the municipal sector The query and performance measurement tools state that the
and other service agencies, and around 953 consultants and improvement levels on the time needed to complete a NOC has
contractors. As of today, the system was either directly employed come to an overall rate that does not exceed two weeks which
by citizens or through customer service in municipalities, to is consistent with the program’s adopted standard performance
provide more than 3,000 requests for municipal approvals that indicators. Participants expressed their support of the NOC
resulted in over 20,000 individual applications for NOCs. Program’s improvement and simplified procedures that save time
and effort. Further improvement in the overall performance will
Employees of Abu Dhabi City Municipality amounted to 144 users, be achieved in the next stages by developing readiness levels and
while Al Ain Municipality employees amounted to 226 users, in implementing further improvements based on real experiences.
addition to 81 users from the Western Region Municipality, with
a total of 2,992 applications received in Al Ain Municipality since
2015 Abu Dhabi Systems & Information Centre Annual Report 45
2015 Abu Dhabi Systems & Information Centre
Annual Report
NOC Program Deliverables
NOC Program Achievements 2015
Policies, Organization and Governance
- NOC Police document approved by GSEC.
- SLA document approved by GSEC. 14 stakeholder entities signed the NOC SLA in coordination with DMA.
- GSEC approved the feasibility study of joint field Survey unit.
- NOC operational plan and NOC Unit organizational structure enhanced.
Guidelines, Governance & KPIs
- NOC Guidelines and procedures documents published including definitions, roles and responsibilities, inputs and
outputs and business rules.
- NOC fees options assessed and relevant recommendations raised.
- Emergency management mechanism document prepared to support NOC procedures.
Support Operations through Data Readiness
- Stakeholder entities compliance with unifies geospatial data standards is monitored in reference to issued mandates.
- (12) CAD Templates were developed for consultants and contractors use.
- Data lyers of recent onboarded stakeholders were updated.
Onboarding New Stakeholders
- Four stakeholder entities were on boarded: Environmental Agency- Abu Dhabi, Etihad Rails, ADTC and
CWM-Tadweer.
Work on progress to on board new entities as planned.
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Chapter 5 - e-Government
Summary of Common NOC Solution Operations in Abu Dhabi
Abu Dhabi
Coordination meetings started on August 2015
Training: September 6th, 2015
Initial operations: December 20th, 2015
Full operations: January 3rd, 2016
DELMA
SILA MADINAT ZAYED
GHAYATHI
LIWA
Western Region Al Ain
Training initiated July 2015 Training
Initial operations: 2nd half of August, 2015
Full operations: started on October 27th, 2015 Initial operations: mid June, 2015
Full operations: July 26th, 2015
2015 Abu Dhabi Systems & Information Centre Annual Report 47
2015 Abu Dhabi Systems & Information Centre
Annual Report
Abu Dhabi e-Gov operations lab
In November 2009, ADSIC initiated a project to design, build, and Services / Initiatives
implement a virtualized development environment workplace for ADSIC Collaboration Portal
the Abu Dhabi Government Portal that supports Cloud Computing Abu Dhabi Portal (abudhabi.ae)
Services. This project known as Abu Dhabi e-Government Abu Dhabi Geospatial Portal
Operations Lab (eLab). Customer Relationship Management (800555)
Enterprise content management (TARESH)
As of 2015, the eLab became the centralized virtual cloud that Identity Access Management
hosts all development, testing environments for Abu Dhabi Mobile Platform Project (AD Services)
Shared Government projects and services (Listed in Table 1), and No Objection Certificates
support the integrations between hosted environment across Abu Abu Dhabi – Spatial Data Infrastructure (sdi.abudhabi.ae)
Dhabi government entities. The eLab is considered as a place of Shared Government Lifecycle Management Shared
innovations where new ideas can be implemented as a proof-of- Government SMS Services
concept without any limitations. General Executive Dashboard
City Guard
Table 1 (eLab)
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Chapter 5 - e-Government
As shown in the e-Lab Architecture Diagram, the eLab includes 4. Knowledge Management to share all documents, designs,
an Enterprise Service Bus (ESB) that acts as a hub to link ADGEs, process, activities, etc.
thus eliminating the needs for point-to-point linkage. Through the
(ESB) ADGE’s are able to connect to and operate virtual machines 5. Email services for users, applications, services
in a cloud-computing environment. 6. Networking and Security services to secure, integrate, and
E-Lab has hosted the Shared Government Lifecycle Management simulate the real environment.
(SGLM), which creates a central shared development environment 7. Users Access Management such as Self-services to reset or
for all SGS projects. This covers the Source-Code Management,
Builds and Release Automation, Bugs and Enhancements unlock users accounts via internet
Tracking. SGLM offers flexible processes addressing the need 8. Anti-Virus for all hosted servers.
of all teams’ activities (Project Management, Development, 9. Patching Management services to keep servers OS up-to-
Operations and Quality Assurance).
date.
10. Monitoring services to ensure the availability of the services.
During the past few years, a recognized increase in the number
of the Shared Government Services has been introduced. Such
increase leads to dramatically growth in demand of the eLab to
provide central services that fulfill the requirements such as:
1. Servers and Storages to build and host SGS test and develop
virtual machines.
2. Backup Services.
3. Remote Access Services to connect form anywhere, any time
and any device.
2015 Abu Dhabi Systems & Information Centre Annual Report 49
2015 Abu Dhabi Systems & Information Centre
Annual Report
Shared Government Data Centre
The SGDC has been operational since 2009 providing Tier 4/’Best shared services and replacing application specific infrastructure
in industry’ levels of availability, security and quality, ensuring with a common shared platform that could be used by all
the government benefits from reduced operational, business application services. A capacity planner tool was installed and
and security risks and increased levels of service. It is currently ran on 6 applications which collected data for over a month. The
hosting 12 shared government services and over 200 servers results showed that our application services can be consolidated
as well as all of the infrastructure for the Abu Dhabi Network onto shared virtual infrastructure and many savings can be made.
(ADNET). In 2014 we completed the fit-out of a Disaster Recovery During 2016 the Dynamic Infrastructure project will migrate
Data Centre in Al Ain. We are now able to host shared government application services onto the new platform and re-provision
services in both data centres which would provide full resiliency in any suitable hardware back into the shared hardware pool. This
the event of a total failure at our production site. will further increase savings and provide a Disaster Recovery
solution and a ‘like for like’ non production/test environment.
Shared Government Data Centre (2015): The Dynamic Infrastructure project also facilitates standardising
During 2015 the team worked in collaboration with the Abu Dhabi our processes and procedures in line with other ADSIC initiatives
Network and Department of Finance teams to host the Shared and common tools can be used across all application services for
Government AD-ERP service. The AD-ERP service is considered management, monitoring and reporting. This will provide a higher
the largest shared government service to be hosted in the shared quality service, reduce support complexity and lower operating
government data centre consisting of a Super Cluster and 70+ costs.
blade servers. All equipment has been installed into the data
centre and the final technical design and network traffic flows Identity Access Management (IAM)
have been agreed. The AD-ERP system is the central ERP system Since launching in 2009, the Abu Dhabi government Identity
for all Abu Dhabi departments, currently serving more than 50 and Access Management (IAM) Service continues to provide
government entities. The AD-ERP service is targeted to go live both public users and government employees with a centralized
towards the end of year 2016. In addition to hosting the service in user accounts and credentials to access Abu Dhabi Government
the Shared Government Data Centre the Department of Finance services. The IAM service, in collaboration with Emirates Identity
will be receiving network, security, storage and backup services. Authority, has long implemented EIDA cards, biometric-based
authentication and digital signature to access secured services
Dynamic Infrastructure: and applications of government entities.
Early in 2015 a feasibility study was done on virtualising our The year 2015 showed a rise in Abu Dhabi Identity & Access
Management user’s registration:
50