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العربية

Award Criteria

  • Best eGovernment Website
  • Best Government eService (G2C)
  • Best Government-To-Government eService
  • Best Practice in Community eParticipation
  • Best Government Service for Business Sector
  • Best Applications for Smart Devices
  • Best eGovernment Integrated Services – Individual/Business Sector
  • Best Whole-of-Government National eProject
  • Dropdown
    United Arab Emirates Bahrain Saudi Arabia Kuwait Sultanate of Oman Qatar

Criteria

Content
15

points

  • Describe in brief your submitted application.
  • State relevance of content for stated purposes and targeted groups
  • Content is regularly updated
  • Rich media content (for instance, multi-media, social media, etc.)
  • Accuracy of the content.

User Interface
15

points

Describe the following:
  • Ease-of-use
  • Multilingual support
  • Navigation
  • Social media integration
  • Branding

Functionality
15

points

Describe the following:
  • Informational and transactional services (for instance, Life event-based services)
  • User personalization
  • Adaptive website
  • Optimization of the search engine through the metadata or SEO techniques.

Adaptation of Standards & Technology
10

points

Describe the following:
  • Level of adherence to Web Content Accessibility Guidelines (WCAG) standards (A, AA, and AAA)
  • Adaptation of new technologies and ideas to develop content delivery
  • Adherence to policies such as accessibility, terms of use, copyright, and disclaimer.

Quality & Impact Measure
15

points

Describe the following:
  • Statistics and performance indicators, usage, web analytics (attach reports where applicable)
  • Website compatibility with browsers
  • Responsiveness (screen resolution supported and adopted to smaller and larger devices)
  • Methodology and technology used for content management
  • Features to enable customer feedback and evidence of government response to specific customer feedback.

Quality of Website
10

points

Describe the set mechanisms to ensure:
  • Security
  • Availability
  • Performance
  • Reliability

Website Accessibility
10

points

Describe the methods, techniques, and tools utilized to facilitate the accessibility of special needs.


Future Enhancements
10

points

Describe the strategic planning and future improvements the website is based on such as needs of improvement (for instance, user feedback); as well as future plans of further integrations and improvements.

Criteria

Automation & Integration
20

points

Describe the below:
  • Level of automation for the developed service to minimize human interactions
  • Level of integration between government agencies' eServices and information systems to deliver end-to-end eServices
  • Level of service maturity level (informative, interactive, transactional or integrated as end-to-end)
  • The utilized Business Process Reengineering procedure for the service, and the level of automation to minimize human interactions.

Quality of eService
10

points

Describe the set mechanisms to ensure:
  • Security
  • Availability
  • Performance
  • Reliability
  • Scalability of the eService

Customer Support
10

points

Describe the customer support channels available for the service (online, call center, along with others). Also provide data on the lead times and response rate.


Customer Engagement
10

points

Describe the process set in place to enable customer feedback and engagements in order to enhance the service.


Return On Investment (ROI)
10

points

Briefly explain the cost associated with the implementation of the eService and the benefits achieved on the account of the implementation.


Impact
10

points

  • Describe how the eService minimizes time and effort to deliver the services to citizen.
  • Provide the number of visits and number of customers who provided feedback on the eService.

eService Channels
10

points

  • Portals
  • Apps
  • eKiosks
  • SMS
  • Call Centre
  • Others
  • All

Project Management
10

points

Provide evidence of effective project management.


Future Enhancements
10

points

Describe the strategic planning and future enhancements for eServices based on needs of improvement (for example, user feedback) as well as future plans for further development.

Criteria

Interoperability
30

points

Describe the:
  • Level of interoperability between the eService and the information systems of the government agencies
  • Compliance level of data exchange standards and specifications
  • Utilized Business Process Reengineering procedure for the service, and the level of automation to minimize human interactions
  • Compatibility of the integrated services with international and in the field of data exchange standards (Data Exchange Standards and Specifications) WSDL criteria and standards associated with Service-Oriented Architecture (SOA).

Quality of eService
15

points

Describe utilized governance for continuous improvement and the standards, policies and collaboration efforts amongst the involved entities to ensure:
  • Security
  • Availability
  • Performance
  • Reliability
  • Scalability of the eService

Customer Support
10

points

Describe the customer support channels available for the service (online, call center, along with others). Also provide data on the lead times and response rate.


Impact
15

points

Describe how the eService improves efficiency of the workflow amongst various government organizations.


Return On Investment (ROI)
10

points

Briefly explain the cost associated with the implementation of the eService and the benefits achieved on the account of the implementation.


Project Management
10

points

Provide evidence of effective project management.


Future Enhancements
10

points

Describe the strategic planning and future improvements for eServices based on such needs of improvement (for example, user feedback) as well as the future plans for further improvements.

Criteria

Social Networks
25

points

Describe the following aspects:
  • Usage of social networks as a medium to increase community eParticipation
  • The mechanism set in place that manages the usage of social network
  • How to manage and govern social media as well as participation activities
  • Provide the frequency of activities and social media network utilization.

Web 2.0 tools
10

points

Describe the following aspects:
  • The usage of Web 2.0 tools (RSS, Blog, Forum, etc.) to engage the community, and the mechanism or regulation set in place to manage this process
  • What are the other advanced tools used to manage, report, monitor or increase participant interaction.

Collaboration Support
25

points

Describe the following aspects:
  • How the government supports the usage of eParticipation to encourage collaborative work with the community
  • How government organizations respond to community suggestions and complaints
  • What is the organization's followed methodology that solicits public views.

Impact
20

points

Provide the below points:
  • Results and statistics for the level of participations and responses to these figures
  • Evidence of effective usage of community inputs to enhance government services
  • Explain the level of documentation practice and lessons learned for the organization's future developments
  • Provide examples of development ideas that have been received through the entity's social networks if any.
  • How did the practice help in increasing public satisfaction.

Dignity
10

points

Describe what avoids suggestions, results or inputs of the public from being ignored or lost.


Future Enhancements
10

points

Describe the strategic planning and future improvements for the practices set in place based on such needs of development. For instance, user feedback and future plans for further enhancements.

Criteria

Interoperability
30

points

Describe the:
  • The level of interoperability between the eService and information systems of the business sector
  • How the government organizes the exchange of data and the transactions among the government and private sector
  • The utilized Business Process Reengineering procedure for the service, and the level of automation to minimize human interactions
  • The compatibility of the integrated services with international and in the field of data exchange standards (Data Exchange Standards and Specifications) WSDL criteria and standards associated with SOA.

Quality of eService
10

points

Describe the set mechanisms to ensure:
  • Security
  • Availability
  • Performance
  • Reliability
  • Scalability of the eService

Customer Support
10

points

Describe the customer support channels available for the service (online, call center, along with others). Also provide data on the lead times and response rate.


Return On Investment (ROI)
10

points

Briefly explain the cost associated with the implementation of the eService and the benefits achieved on the account of the implementation.


Impact
10

points

Describe the added values of this eService to the business sector.


Project Management
10

points

Provide evidence of effective project management.


Customer Engagement
10

points

Customer engagement methodology.


Future Enhancements
10

points

Describe the strategic planning and future improvements for the eService based on such needs of improvement - for example, user feedback as well as future plans for further enhancements.

Criteria

Applications Platform
10

points

Describe the following aspects:
  • The platform through the provided service
  • The type of service provided (informative, interactive, transactional, or integrated as end-to-end)
  • The characteristics of the targeted users.

Ease-of-use and Convenience
15

points

Describe the following points:
  • Features and standards utilized to increase the usefulness of the application
  • Features utilized to simplify the usage of the application
  • List the languages supported by the applications
  • The ease of navigation
  • The user profile control and management
  • The payment method set in place (where applicable).

Innovation
10

points

Describe the utilization of the following where applicable:
  • Personalization
  • The ability of smart payment
  • Other smart features

Customer Support
15

points

Describe the following aspects:
  • The customer support channels available for the application (online, call center, and others). How did that contribute in increasing the usage of the application
  • How the usage of push notifications (when applicable) is utilized in order to add more value to the application
  • Provide data on the number (or percentages) of customer responses, lead times, and the trends within customer support.

Quality of Smart Application
10

points

Describe the prepared mechanisms to ensure:
  • Security
  • Availability
  • High Performance
  • Reliability
  • Scalability of the eService

Impact
20

points

Describe and provide the following aspects:
  • Evidence that show the number of downloads for this application
  • The added values of this application and how it has contributed on increasing customers' satisfaction
  • The cost associated with the application and the benefits achieved on account of ROI implementations.
  • How the application minimizes time and effort to deliver the services to citizens
  • How does your application help people to work smarter, and businesses to service better? For instance, does it provide easier access to critical information for people on the move, enhance customer service response times, etc.

Benefits
10

points

Describe the quantifiable benefits to the citizen using smart device services.


Future Enhancements
10

points

Describe the strategic planning and future enhancements for the smart application based on such needs of improvement – for instance, user feedback as well as future plans for further advancements.

Criteria

Integration Effectiveness
20

points

  • Demonstrate how the integration is strategically aligned to the organization's strategy, government work plan and country's vision
  • Outline the business processes and system organization
  • List down the project's objectives
  • Illustrate the compatibility of the integrated services with international and in the field of data exchange standards (Data Exchange Standards and Specifications) WSDL criteria as well as standards associated with SOA.

Return On Investment (ROI)
10

points

Describe the benefits and value realization by the integrated eService (include the financial statistics with traffic statistics as a measure to evaluate ROI of the integration services).


Quality of eService
10

points

Describe the set mechanisms to ensure:
  • Security
  • Availability
  • Performance
  • Reliability
  • Scalability of the eService

Change Management
20

points

Describe how change management was practiced at inter-organizational level. Highlighting how organizations manage to change legacy processes and enable users to adopt the integrated eService (you may provide statistics on the number of users that have adapted the technology during the change management strategy as a measure to the effectiveness of the selected change management approach).


Innovation
15

points

Describe the innovative and creative ideas applied for this Integrated eService including applications of new technologies or frameworks.


Impact
15

points

Describe the impact of the implementation of this integrated eService on:
  • Impact of the project on individual/business
  • Improvement in delivering the service
  • Improvement on security, trust confidentiality, etc.
  • Reduction in actual effort by reducing the number of steps of a process.

Future Enhancements
10

points

Describe the strategic planning and future enhancements for the individual/business sector based on such needs of improvements – for instance, user-feedback as well as future plans for further integration and developments.

Criteria

Alignment
20

points

  • Demonstrate how the project is strategically aligned with government's holistic vision of development of inter-agency strategies, objectives, programs, roles and responsibilities.
  • Demonstrate how the project is aligned with the national strategies and frameworks (including infrastructure, people and processes) to harmonize policies, portfolios, and programs so as to promote collaboration between different government sectors, entities, and ministries with the intention of promoting collaborative outcomes that increase public value.
  • Describe the national frameworks and mechanisms that ensure a proper balance between cross-sectorial collaboration and sectorial accountability.

Return On Investment (ROI)
10

points

Describe the benefits and value realization by utilizing the whole-of-government projects (include specific details and statistics that support your success).


Quality of Delivered Project
20

points

Describe the mechanisms set in place to ensure:
  • Security
  • Availability
  • Performance
  • Reliability
  • Scalability of the eService

Interoperability
20

points

Describe how:
  • Whole-of-government projects enhance government performance by integrating vital government services across different entities by using national standards, open data and encourages use of shared systems.
  • Whole-of-government projects minimize duplication of efforts and reduce costs through knowledge-sharing and data-exchange, more effective deployment of resources through integration of back-end office operations, utilization of innovative channels and tools such as ICT tools, and by providing one-stop-shops, online and mobile sites that aggregate government services for ease of discovery and access.

Project Management and Quality Assurance
10

points

  • Provide evidence of effective Project Management and Stakeholders Relationship Management
  • Provide Quality of Services (QoS) Assurance by the use of SLAs and KPIs agreed upon in order to establish key responsibilities.

Innovation
10

points

Describe the innovative and unique idea, distinctively new policy and implementation design to promote whole-of-government approach and/or innovation, in the context of a given country, for greater public sector performance and socio-economic development.


Impact
10

points

Describe the impact of the whole-of-government projects on:
  • Promotion of social inclusiveness by reaching-out to the vulnerable populations including the poor, women, physically challenged, illiterate, youth, elderly, and migrants.
  • Increasing communication and interaction among government agencies and citizens with the objective of improving information flow, transparency and accountability.
  • Including channels for active participation of citizens and mechanisms for monitoring and evaluation of development management in co-creating public value towards public governance.

Future Enhancements
10

points

Describe the strategic planning and future enhancements for projects based on needs of improvements – for example, user-feedback as well as future plans for further progress.

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