Consultations Details

25/01/2023 To 25/02/2023

Public awareness of the Ministry's proactive services

Consultation Subject:

In order to enhance the quality of life of the community of the United Arab Emirates and to facilitate the procedures of the Ministry of Energy and Infrastructure, the principle of proactive services has been developed, which provides a comprehensive digital experience for stakeholders with a significant impact on simplifying procedures and enhancing the quality of life of the community of the United Arab Emirates. Proactive services have been defined as forecasting and predicting the services that the stakeholder needs based on their needs, preferences, and life events, based on the data, information, and documents known to the government, and suggesting them to them at the appropriate time.

Consultation Objective:

The Ministry of Energy and Infrastructure has developed the principle of proactive services, which provides a comprehensive digital experience for stakeholders with a significant impact on simplifying procedures and enhancing the quality of life of the community of the United Arab Emirates. Therefore, the Ministry of Energy and Infrastructure is planning to launch an awareness campaign for proactive services, which aims to shed light on the impact of proactive services on the individual and community life.

Consultation Decision:

The Ministry of Energy and Infrastructure is interested in your opinions to increase public awareness and support your cooperation in achieving the marketing campaign goals for proactive services, which aim to enhance the quality of life of the community of the United Arab Emirates. Therefore, the Ministry invites you to participate in expressing your opinion on the launch of the awareness campaign for proactive services.

Outcome

To enhance the quality of life in the UAE and facilitate the transaction between customers and the Ministry of Energy and Infrastructure (MoEI), we developed proactive services that offer an integrated digital experience for customers. Proactive services are those provided to customers automatically without requesting them, based on customers' information and history of using services.

The Ministry launched a media campaign to raise public awareness of its proactive services and highlight their advantages.

To gauge the success of its campaign, MoEI conducted a digital consultation - an online survey to measure customers' awareness and satisfaction of proactive services. It showed that 90% of participants were aware that the Ministry provides a host of proactive services to the public. However, only 31.25% of them used these services.

The survey also showed that 50% of participants were satisfied with MoEI's proactive services, as they cut down the number of steps for receiving a service and the number of times they need to visit the Ministry offices, which considerably saves their time. For the same reasons, 22% of participants expressed their preference for using proactive services.

Moreover, the consultation found that the most preferred channel for communicating information on proactive services is through social media, which scored 29.55%, followed by email at 25%, and website at 20.45%. Therefore, the Ministry will focus on digital communications channels to educate the public about its proactive services and their updates.

To download the outcome file, Click Here