Issue 148 - February 2016

World Government Summit in its fourth edition: Future challenges in the eyes of world leaders

Smart learning in Information security in the Dubai: the services Happiness index: smart city: A guarantee to and the prospects for from government to ensure sustainability development private sector

Vision To become a world-class smart government for the 21st century.

Mission Follow us To formulate and implement policies and initiatives for innovative and smart ICT /DubaiSmartGov usage contributing to economic welfare, social progress and global competitiveness @Dubaismartgov of Dubai.

@DubaiSmartGov

Editorial Team Issue 148 - February 2016 4 General supervision Media and Content World Government Summit in its Management Section fourth edition: Future challenges in Marketing & Corporate the eyes of world leaders Communications Dept 12 Contact the Magazine Smart cities around the world: Dubai Smart Government Amsterdam lies between reality and Tel: 04-4056274 aspirations Fax: 04-3532988 P.O. Box: 90300 Email: [email protected] 13 Government social networking: Involving citizens in the smart An electronic version can be transformation viewed on www.dubai.ae

The articles in this publication reflect only the author’s opinions and not necessarily those of the Smart Government or its staff. 14 Republishing of material in this publication is not permitted without attribution of this E- Services Excellence Awards publication as the source. presented by Dubai Trade Editorial

The UAE produces knowledge for future governments

The radical changes that took place at the World of society. DSG equips government departments Government Summit 2016 have turned it from being with smart information services and technological just a global event to becoming a global institution. infrastructure to help them exchange data and Operating throughout the year on the directives of government information in a secure environment. His Highness Sheikh Mohammed bin Rashid Al The data includes information that contributes Maktoum, UAE Vice President and Prime Minister, to the sustainable development of Dubai and and Ruler of Dubai, the Summit is a reflection of the the government unified data center for disaster UAE’s success and its capabilities when it comes recovery, which is associated with the government to nurturing and developing ambitious leaders of information network – a unified network connecting the future, making the UAE an advocate of creative departments and serving as a highly protected, thinking and a leading country in the field of secure sharing platform for government data government development. transactions and information transfers. The core objective of transforming the Summit The launch of the DSG smart cloud in October into an institution is to form a permanent institutional 2015 also contributed in the availability of common mechanism for activities related to the areas of smart infrastructure that allows all government research and knowledge, and the launch of reports entities in Dubai to easily access a list of technical and global development indicators to explore and information resources, which saves every look at the future of all sectors. This institution government entity the additional costs and efforts discusses the future of human development of having separate information. issues including education, healthcare, science To facilitate the access of government and technology, the future of the economy, digital departments in Dubai to technical support and currency, the labour market, the role of the youth, assistance from the teams of DSG, the electronic the next generation of robots, and most importantly, support system comes to achieve the vision of the discussion around the question: Why or when a collaborative government, keeping up with the governments fail? government’s goals. These ambitions include In its fourth edition, The World Government the effective implementation of the government Summit looked at the latest topics addressing regulations and government applications provided future technical applications related to government by DSG to all Dubai government entities through the activities. This included research on the next development of services provided by government generation of future governments, and answering departments. questions such as: What will happen after the Because the ultimate goal remains the electronic and smart government? How will happiness of the people, DSG worked to link government activities mechanisms change in the government entities with the central database of future and help citizens be part of the provision of the happiness index. It is a smart, user-friendly, government services? interactive tool linked to a centralized electronic Because Dubai was and will remain unique network that measures the “happiness index” of in its ability to stay in the lead due to the smart the public and their satisfaction with government services provided to them on a daily basis, taking policies of the wise leadership of His Highness into account the rapid changes and people’s Sheikh Mohammad Bin Rashid Al Maktoum and his expectations. This process is done through smart inspiration for the future, Dubai Smart Government or electronic devices distributed in the premises of Establishment has taken the initiative to create governmental organizations. With each edition of a road map for the development of government World Government Summit, DSG finds itself bound performance through employing all smart innovative to develop smart insights, tools and services to keep channels that give reach to a smart interconnected up with the developments and the requirements government that meets the needs of customers, of the continuously evolving government, and to facilitating their lives and resulting in their overall ensure happiness to customers. satisfaction. The achievements of DSG can be seen in the smart creative services available to all segments Editorial Team

Issue 148 2 February 2016 News

Smart applications and services

Mohammed bin Rashid among the world’s most popular leaders on Twitter Honouring the Dubai Smart Government His Highness Sheikh Mohammed bin Rashid Al Establishment in recognition of its efforts Maktoum, UAE Vice President, Prime Minister and Ruler of Dubai was selected among the world’s most popular The General Secretariat of the Higher Committee leaders on the social media platform, Twitter, in a report for Legislation honoured the Dubai Smart Government issued by the Digital Policy Council Foundation, “Digital Establishment in recognition of its efforts in the operation Daya” for Strategic Consulting. The report pointed out that and implementation of government resource planning His Highness Sheikh Mohammed bin Rashid Al Maktoum systems, its intelligent employees’ application service, was in fourth place globally during 2015, as more than two along with its commitment to the professional standards million followers are following him on his Twitter account. that led to the development of smart transformation efforts in the emirate, boosting government integration, following the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, UAE Vice President, Prime Minister and Ruler of Dubai.

“Dubai Design District” launches 21 smart initiatives Dubai Design District (d3), a member of TECOM group, Dubai Smart City Office discusses ways has launched 21 smart initiatives, as part of its efforts to to support the smart transformation of participate in the smart transformation of the city of Dubai. Dubai d3 hopes to contribute to the achievement of the economic goals in the emirate of Dubai, through its activities, which Dubai Smart City Office discussed a number of specializes in the design and fashion industry. It seeks to projects being carried out, which aims to provide greater establish a business community of smart and integrated happiness to customers, enhance their confidence in business partners and visitors through its initiatives. d3 smart government services, and reduce the amount of time was established through cooperation between several and cost in the operations of the delivery of government government departments in Dubai and it is a benchmark services, all the way to transform Dubai into the global and a model of smart cities, offering innovative and smart smartest city. The Office seeks to ensure the continuation initiatives to make the experience of the human population of work with all government departments in Dubai, in a pillar for building a sustainable environment. order to achieve the strategic goals that have been set to transform Dubai to the smartest city in the world by 2017.

You can find more news on our facebook page: www.facebook.com/dubaismartgovernment

Issue 148 February 2016 3 Cover story

World Government Summit in its fourth edition: Future challenges in the eyes of world leaders

The World Government Summit, which is annually held in Dubai, is considered to be the largest gathering of its kind for government officials and experts looking into the future. In the 2016 summit, 3,000 participants from more than 125 countries were part of the event which held sessions to discuss more than 70 topics covering all the issues related to the challenges facing governments of the world, and how to overcome them.

Issue 148 4 February 2016 Transforming the Summit into a global institution makes the UAE a leading country in governmental development and good governance

Future dialogue centre for global research, and enable them to design the The US President, inaugurated the Summit sessions in a new way to open doors to further World Government Summit in its 2016 sessions through discussions on the visions that are shared by the participants. a video conference. His Highness Sheikh Mohammed bin Additionally, it has developed its website and smartphone Rashid Al Maktoum, UAE Vice President, Prime Minister application which serve the participants in the Summit, and and Ruler of Dubai conducted a dialogue with nearly at the same time enables them to communicate seamlessly ten million social media followers on the first day of the and effectively and get to know all the information they need Summit. Sheikh Mohammed answered all the questions about the “exhibition of creative governments,” and the asked by his followers on the future of governments and award for the “best minister in the world”. government sectors such as education, health, and other departments that offer a variety of government services. Unique global presence this year What distinguished this year’s Summit was that it worked More than 3,000 participants coming from more than on the transition of governments to shift from looking to 125 countries around the world participated in the World the future to creating the future by putting individuals at the Government Summit 2016. US President Barack Obama centre of attention of government action. was the first speaker, and the Chairman of the Republic of Rwanda, , talked about his country’s experience Prominence of the UAE in bringing a million people out of poverty, highlighting the The hosting of the World Government Summit by the initiatives that can be implemented in developing countries. is a confirmation of the country’s The Summit was also notable for the presence of college leading position in the areas of global development. students who talked about their visions and aspirations Through the it presented to the world to serve through dialogue sessions that dealt with 70 different topics. communities, the UAE has earned a leading role in all world initiatives with a global dimension, a dimension that has helped contribute to the promotion of governments that are ready to face the global challenges of the future through what is provided by globally praised initiatives.

International institution The World Government Summit is now an international institution that has objectives to implement throughout the year, where that institution published studies and research, as well as launching development indicators through its strategic alliance with many partners around the world. The Summit was transformed into an institution, and it contributes President Obama delivers his speech in enabling governments around the world to explore the during the summit via closed-circuit challenges of the future, through its transformation into a television

Issue 148 February 2016 5 Direct dialogue between government decision-makers, the new generation and future leaders makes the Summit a platform for the integration of creative talents within the government workflow

Eight Main Sectors human capital management. This year saw a reduction in The World Government Summit 2016, spanned three presentation time granted to the speakers, in order to provide days and covered eight vital sectors including education, an opportunity for the public to have dialogue with experts health, science, and technology, economy and and officials, as well as to enable the public to interact with the labour market, development and sustainability, and the various communication channels and smart platforms at the cities of the future, governments and labour force, and the Summit.

The future in the eyes of world leaders and experts The World Government Summit discussed a number of issues that concern the future of the countries and people in the short and long term. The Summit initiated a dialogue about the legacy of the forgotten Arab scientific civilization, and the challenges facing the Arab world leaders to achieve sustainable development by stimulating innovation. The sessions also witnessed discussion on topics including “how science makes today the technology of tomorrow,” “readiness of governments for the unexpected future,” and “innovation in clean energy.” The Summit sessions also saw discussion of what the Arab governments have to do now in preparation for the future, in addition to the future effects of 3D printing printer on our lives. The Summit also hosted a series of lectures included topics dealt with inputting programming to the educational curriculum, employing an innovative play in education, and the role of social media in shaping the future of education. The Summit dealt with ideas that will help transform the world’s governments to more innovative governments The Summit has become an exhibition and what governments must do to keep pace with future of best practices and government economic patterns, the dangers of the digital world and initiatives that make life happier ways to face them.

Issue 148 6 February 2016 Rwanda’s experience trends that are expected to have an impact in the world for The World Government Summit 2016, welcomed Paul the next 20 years. Kagame, President of the Republic of Rwanda, who spoke on his country’s experience in the field of development, the Museum of the Future performance of his administration since 2000 that enabled The Summit witnessed the inauguration of Museum of the administration to achieve an economic growth rate of 8% the Future where visitors were briefed on the vivid examples after the end of a long civil war which tore the country apart for years. The Rwandan government has helped attract including the latest technology and future means in the many investments and lift a million people out of poverty, world of technology. The museum is designed primarily to doubling tourism revenues five times, raising the enrolled transport visitors to the future through robotics and artificial students in basic education, reducing infant mortality rates, intelligence techniques. and empowered women politically. Innovations of creative government Future studies and reports The Summit saw an exhibition of “innovation of creative The World Government Summit 2016 issued several governments” organized by the “Mohammed Bin Rashid reports in cooperation with global scientific research Center for Government Innovation”, in order to offer institutions. These reports dealt with artificial intelligence, innovative tests by governments around the world to apply the development of science, and the future of governments, where reports of artificial intelligence focused on how successfully in an effort to exchange experiences and to employ the analysis of big data that is owned by knowledge, and enable government officials to have access governments, and then predict what may happen based on to those models of innovations, preview, and learn them the analysis of that data. The Summit launched a survey closely. of the digital transformation of governments, which included more than 1,200 government officials, from 70 countries. Interactive platforms The study focused on the use of digital technology in the The Summit also enabled visitors to get all the information delivery of government services. The Summit also issued a they need about the Summit’s agenda and news, through number of reports that talked about the next wave of future innovations in governance. It also launched the Summit a number of interactive electronic platforms, including study on the future of work and the role of technology in the Summit website: worldgovernmentsummit.org and dealing with big data, methods of mobility, technologies of the summit’s hashtag #World_Government_Summit and cloud computing, IoT, in addition to a study on major global through Twitter. •

Future government lab releases government services from the bureaucratic model that consumes resources and budgets of developing countries

Issue 148 February 2016 7 Information security

Information security in the smart city: A guarantee to ensure sustainability of life

Dubai Smart Government Establishment is keen on activating all information security factors within the set completion plans to turn Dubai into the smartest city in the world. DSG believes in the important role of information security to provide a positive atmosphere for the development and the growth of the smart city. Its role is also to strengthen the trust of the population towards the use of smart services and to participate in the development of these services, as this would build a well- established and effective confidence among the public and government institutions providing smart services.

Information security system DSG Role The adoption of information security system for Dubai Dubai Smart Government Establishment provides Government from Dubai Electronic Security Centre (DESC) government employees with workshops on information aims to create a safe and secure government information security. DSG launched “We are all responsible” Program security environment management, through a set of systems in 2015. The Program aims at enhancing the knowledge and controls to ensure the development of local government systems to enable them to work according to a reliable and level of employees whose work is related to information secure environment that is storing information in which security when dealing with the smart services and devices. the process is subject to the highest information security These workshops also focus on other topics including social standards, ensuring that information is not to be exposed to networks, smart devices and protecting children while any violation during a process, through activation of the use browsing the web. The main goals of these workshops are of guidelines governing the process of implementation of the regular evaluation of DSG apps, make every app secure system, and ways to benefit from the technical support of before launching it and make sure all apps meet the Dubai Smart Government. international standards of ISO27001. Information Security covering 12 areas The Information Security of Dubai Smart Government Continuous protection of the user covers 12 different areas including management and As a result of this continued efforts to delight the governance of information security, management of users, Dubai Smart Government has won the first prize information assets, assess information security risks, in information security of application “ePay” and “mPay” management of entry control, management processes in Gulf Information Security Expo & Conference, “GISEC and systems, communications, planning and business 2015”, where DSG has succeeded in matching all security continuity, ownership of information systems development and management, environmental and physical security, standards and protected the electronic payment card data, security of human resources, commitment and audit, as through safe and reliable infrastructure. The specialized well as ensuring information security and performance teams in DSG update, manage and document the smart measurement. services regularly. •

Issue 148 8 February 2016 The role of Dubai Smart Government Establishment in improving information security in Dubai

Management of information assets

Management and governance of Management information security processes and systems

Assess information security risks

Security of human resources

Management of Ownership of information entry control systems development and management

Environmental and Commitment physical security and audit

Accidents management Communications, planning and business Information security and continuity performance measurement

Issue 148 February 2016 9 Smart learning

Smart learning in Dubai: the reality of the services available and the prospects for new development

The exploitation of modern technology and employment of its resources in educational institutions is an urgent need in the march of the cities that seek smart transformation, where the advantage of those means are characterized by being interactive and are used to develop the students’ innovation and scientific research skills, as well as introducing IT opportunities in the time of technological development, which has become imperative on schools to change the methods and means of traditional patterns in education. The keenness of Dubai Smart Government to launch the latest initiatives to be applied at schools aims at promoting modern teaching methods, and supporting students to enable them to keep abreast of the latest of those initiatives through the use of smart apps.

Leadership initiatives government plans to intensify its efforts Innovative learning styles Mohammed Bin Rashid Smart and investments in order to provide Virtual learning environment is Learning Program (MBRSLP) comes the latest technology for schools, simply known as a set of teaching and on top of the smart learning initiatives and encourage the development of learning tools designed to enhance in Dubai. The program aims to improve creativity, analytical thinking, and the students’ learning experience the educational system in the UAE innovation. MBRSLP plans to create a using computers and the Internet. in general, and to move towards the new culture in public schools’ learning The key components of these learning next stage of the educational and environment through the launch of the environments include courses and cultural development. This program curriculum which will be divided and “smart classrooms,” providing every was launched under the auspices displayed in different ways. These student a Tablet PC with access to of His Highness Sheikh Mohammed systems are to follow the student bin Rashid Al Maktoum, UAE Vice high-speed 4G wireless networks by and provide online support for both President, Prime Minister of the UAE the year 2019. the teacher and the student through and Ruler of Dubai, in April of 2012, electronic communications such as in line with vision 2021. The program e-mail, threaded discussions and is aimed at promoting the concept Awards for innovation chat rooms, online publishing, links of knowledge-based economy Awarding prizes for innovation to external resources of the country’s through the integration of advanced curriculum which can be reached to and scientific excellence for students technologies in the educational through entering the identity of virtual enhances scientific and innovative process through the best means and learning users, whether teachers methods of educational applications excellence in various branches of or students. The teacher sees what launched globally. This would allow science. It achieves the objectives of the students see but the teacher has students to show their full abilities and promoting a competitive atmosphere additional power tools to create or lead the ongoing development of their among the students while contributing to modify a curriculum’s content and track country. Through this program, the adding value to the nation in the long run. students’ performance.

Issue 148 10 February 2016 Apps panorama

Creative methods The interactive or smart board is the latest educational method used in “Visit Dubai” app by the Dubai educational technology. It is a special Department of Tourism and type of sensitive and interactive board used to display the applications Commerce Marketing shown on the computer’s screen. It is The app was designed used in the classroom, in meetings, to help visitors make the conferences, seminars, workshops, most of their Dubai stay. and it communicates through the With information on the Internet allowing the user to save, store, and print or send what has been best attractions, beaches, explained to the students by e-mail. resorts, entertainment The smart board has the possibility venues and more, the app of using programs such as “Microsoft makes every day count. Through Office”, and the possibility of browsing the app, visitors can easily explore their the Internet contributing directly to the enrichment of scientific material options as the app categorizes events, tourist attracts by adding dimensions and special and offers, as well as helps visitors request a taxi or even effects, and distinctive programs ask for help in an emergency situation by just one click. that help expand the expertise of the Users can create a free account and choose their favourite learner, facilitate the construction activities from around 13,000 entertainment and tourist concepts, stimulate the interest of the learner and meeting students’ needs attractions listed in the app which also contains comprehensive to learn in an exciting, interesting and and thorough map of Dubai and its surroundings. attractive way. It has four electronic pens connected to the computer and to a multi-media “projector”, and if desired, the teacher can use “video conference” as all he or she would need is to do is set a camera on a computer with a smart panel. “Hayati” app for diabetics The Dubai Health Authority’s new app, Smart clinic for students “Hayati”, uses the power of mobile technology Smart clinic represents a to equip parents and their children suffering revolutionary educational pattern in from Type 1 and Type 2 Dubai. It offers many tips and free Diabetes with tools to help medical counseling to students and them achieve treatment goals parents and highlights the importance of getting students accustomed to and improve their overall healthy food, advising them to stay lifestyle. With all the tools it away from junk food that may cause offers, your mobile phone is health problems like obesity in later basically turned into a smart years. The smart clinic stresses the mobile nurse. importance of a healthy diet, which contains all the nutrients needed by the Upon registration, the app will build students. The health guide compels an identification file for the patient that includes schools to provide students with health basic information like age and gender to help identify classes, on an average of three times the vital signs of the disease and tailor the information a week, to maintain physical activity. presented to them accordingly. The app can track and monitor The clinic also provides students and parents with tips on mouth hygiene, the patient’s blood sugar levels, manage doctor appointments preservation and how to keep their and keep information in a user-friendly visual format. teeth free of decay. • •

Issue 148 February 2016 11 Smart cities

Smart cities around the world: Amsterdam lies between reality and aspirations

Amsterdam is the capital of Netherlands and the country’s largest city, with a population of more than 820,000, and over 3.5 million foreign visitors a year. Amsterdam Smart City project called (ASC) is a partnership between companies, governments, knowledge institutions and the population of Amsterdam. A smart city is a city where infrastructure, social and technological solutions improve the quality of life in the city for all residents. ASC has over a 100 partners today. They are participating with the city’s municipality and its residents in more than 90 innovative projects.

Projects and ideas ASC recognizes the need for applications of many different ideas for the development of smart solutions to meet the requirements and needs of the population. Parties involved in the project of turning the city into a smart city look forward to the completion of several projects such as the Amsterdam Innovation Center, citizens’ intelligent lab of Amsterdam, “City Zen” Lab, in addition to Civocracy platform. This platform allows citizens to participate in dialogues with entrepreneurs. The platform was able to accomplish many other smart projects such as the laboratory experiment, and many other smart applications and projects that aims to make Amsterdam a smart city.

Smart strategy The smart strategy for the city of Amsterdam in the first phase aims at linking the population, the municipalities and the partners with each other through ideas and innovations to find solutions to the problems and challenges faced by the city. The second phase includes the strategy of activating the role of smart education and culture in order to speed up the completion of projects at hand, which is hoped to transform the Dutch capital to a smart city. The third phase of that strategy is based on smart marketing solutions within the market framework and commensurate with entrepreneurship. •

Issue 148 12 February 2016 Social media

Government social networking: Involving citizens in the smart transformation

Dubai’s government is keen to improve the happiness of the citizens through promoting the smart transformation as a new lifestyle in the city. That is why social media is considered one of the most important platforms to promote news related to the smart services and apps. Below we review the main aspects of social media channels that make them an essential part of delivering the message of the government to the public.

An awareness tool and wishes of the public to be considered in the strategic Government departments’ social networking platforms planning workflow of the government. are an important tool to spread awareness and knowledge about the services provided by them. In addition, those Platform for innovation social media networks are ideal to announce new laws and Mohammed bin Rashid Smart Majlis, is a unique legislation related to the public. Many government agencies interactive and unconventional social platform, which provide guidelines, how-to manuals, movie clips and provides an opportunity for the public to view, write, record infographs clarifying step by step instructions on how to use and communicate their suggestions directly without barriers the transactional services they provide online. between them and the decision makers in the government. So it can be considered as a genuine social media network Public interaction with unique Dubai government oriented features. Social media networks are considered a vital part of the digital media spectrum that enables the public to engage in real interaction with the government. Thus, it improves the More transparency in performance functionality of the website of the government entity and Government social media presence is considered part empowers customers to have their say. of the tools to improve the reputation of the government departments, where they can prove their seriousness in Tool for brainstorming achieving highly transparent and credible performance levels. As part of the strategy set by His Highness Sheikh These platforms open the doors between the government Mohammed bin Rashid Al Maktoum, UAE Vice President, and the audience, bringing the public sector face to face with Prime Minister and Ruler of Dubai, social media networks its responsibility to deliver best performance in service the are considered an important tool to inform the government citizens. This practice is considered the beginning of a new about the point of view of the public through engagement and era of government services based on excellence, customer interaction. This helps the decision-makers know the needs satisfaction and quality of service. •

Issue 148 February 2016 13 Smart trade

E- Services Excellence Awards presented by Dubai Trade

The ESEA Awards are awarded annually to companies that offer electronic services through Dubai Trade portal, in recognition of their efforts to spread the culture of e-transformation in business and logistics community in the emirate of Dubai. DSG is the smart supporter of the event this year to enhance smart transformation of the emirate of Dubai.

Innovation is a need and emirate, in the march towards smart by Dubai Trade, was evidence of the not a luxury transformation. contribution of these companies in the In light of the international changes smart transformation of the emirate and the low oil prices, there is a Entrepreneurs partner in on all levels. Dubai Trade has created need for innovation in general and the smart transformation this electronic platform to lead to the for electronic innovation in particular, The honour given by Dubai Trade integration of business processes, to protect the national economy and to the winning companies at the services, logistics, in an effort crowned promote the principle of sustainability. eighth E- Services Excellence Award with success for several years in order The E-Services Excellence Awards to stimulate trade activities in Dubai, (ESEA) by Dubai Trade is aimed at thus maintaining Dubai’s status as one promoting entrepreneurship locally of the world’s most important trade towards higher rates of electronic centres. empowerment in the private sector through reliable and safe provision of Unlimited support from the electronic platforms to be implemented in this sector to enable business Ministry of Economy growth and at the same time facilitate The support of the Ministry of the implementation of business Economy to ESEA and Dubai Trade transactions and logistics on the over the last few years has made a online platform of Dubai Trade. Doing huge difference in the process of smart this will provide greater happiness to transformation. This has allowed Dubai customers, and help DSG’s strategy to reach a leading position globally in achieving the highest happiness in trade on its way to becoming the levels among the population in the smartest city.

Issue 148 14 February 2016 Apps panorama

The Supreme Committee for legislation An app launched by Supreme Committee for Legislation for android devices was developed to provide special resources for Achievements based on legislation in the UAE. It helps innovation users’ strengthen their legislative Eng. Mahmood Al Bastaki, CEO and transfers the knowledge of Dubai Trade said that the online of legal framework that was platform for the company recorded 19.5 million electronic transactions during previously exclusive to legal entities the first three quarters of 2015, which via their smart phones. contributed to the growth of trade by The app offer 3 main services: 6%, and saved a lot of time and money - Official Gazette for the business community in Dubai. As part of the company’s strategy, - Legislation in Arabic Dubai Trade launched the employee - Legislation in English ‘Idea Wall’, which aims to stimulate innovation among employees. The Idea Wall has generated hundreds of creative ideas that can be implemented to further enhance Dubai Trade’s position globally.

Winners & Awards DMI App from Dubai Media Incorporation Al-Futtaim Logistics LLC won the This app includes all the smart apps by Dubai Media Incorporation from Smart Services Award for M-Token its various sectors. The app exceeds the traditional role and offers the Services with National Fire Fighting Manufacturing FZCO as runner-up. users other diverse services that includes free specialized news service Agility Global Logistics FZE won the presented through Al Bayan newspaper that allows the user to view the Smart Services Award for Free Zone top and the latest local and international news around the clock. It also Services with T. D. Williamson Middle East FZE as runner-up. National Fire offers easy access to Balsam health gateway, Fighting Manufacturing FZCO won the which is a gateway that aims Smart Services Award for Clearance to increase health awareness Services with Unique Sea Cargo among readers and provides Services (LLC) as runner-up. NAFFCO Shipping & Forwarding won the Smart free medical consultation. As Services Award for Payment Services for Al Bayan markets on the with Vibrant Freight LLC as runner-up. app, it’s a gateway that offers a While Dubai Trade Innovative Award of the Year to the best innovation project free advertising service to the in trade and logistics was presented to audience. The app also offers Al Futtaim Logistics. through Al Bayan website a live Dubai Exports also partnered with interactive coverage for several Dubai Trade in recognizing exporters with the New Exporter of the Year events and activities regionally and Award won by Bilal Mohd Ballout LLC internationally. “Thakeratak” is considered the first (BMB) and Natural Way Sweets LLC smart electronic platform chronicling the UAE life in all its as runner-up. The Innovative Exporter of the Year was awarded to Taghleef social, economic and political tracks. It also allows the users to search Industries L.L.C with NAFFCO FZCO and access a big collection of photographs and old newspapers. as runner-up. • •

Issue 148 February 2016 15 Happiness Index

Happiness index in a smart city: From the government services to the private sector

It should come as no surprise that Dubai, with its continuous efforts towards making its residents happy, would launch a “Happiness Index” which is implemented in 38 government entities until today. The first of its kind in the world, this indicator is a powerful tool that helps gather feedback about the level of satisfaction among the population and enables government decision makers to keep an eye on the happiness off the population. The number of the government service entities which applied the index reached 87 centres registering 1.67 million votes.

Classifying the customer evaluation process of the performing Statistics Center, Awqaf and Minors experience entity. This encourages institutions to Affairs Establishment, Department of develop a leadership strategy in order Finance, Dubai Smart Government “The Happiness Index” which was to reach the top in the competitive Establishment, Islamic Affairs and launched in 2015 allows government governmental, private level, and Charitable Activities Department, entities to understand the map of international playgrounds. Knowledge and Human Development satisfaction for the services they Authority and the Dubai Civil Aviation. provide by creating classification Easy to use measure for the customers’ experience. The DSG has heavily invested in making deployment of the “Happiness Index” to Involvement from the life easier and simpler for people. The the private sector services in the near “Happiness Index” also keeps it simple private sector future further evidence that the private by asking the user to choose one of As part of expressing commitment sector strategy in Dubai is aligned with three options for every experience: to social responsibility, the private the government strategy to support happy – neutral – unhappy. sector is encouraged to implement the the development plans required to “Happiness Index” and to promote the transform Dubai into the smartest city Happiness Index partners transparency and customer-centric in the world. Activating procedures of Several government entities strategy in its services. This is a real Happiness Index in the private sector implemented the “Happiness Index” opportunity to improve the quality are likely to be completed during 2016. in their customer service centres to of services provided to consumers measure the level of satisfaction of their in general. This will allow decision- To be number one customers. These departments include: makers in the private sector to know “The Happiness Index” in the public Dubai Customs, Dubai Electricity and the feedback of their customers and sector creates a competitive spirit Water Authority, Dubai Municipality, be more competitive in achieving between entities hosting the index. All Dubai Police and Dubai Courts, customer satisfaction. This will then the data provided by the customers the Roads and Transport Authority, lead to improving the performance of through the index device is anonymous Dubai Culture Authority, Dubai Airport their organizations and increasing their and provides full transparency in the Free Zone Authority (DAFZA), Dubai productivity and efficiency. •

Issue 148 16 February 2016