1. Digital inclusion
  2. User satisfaction with digital services

User satisfaction with digital services

In a survey to measure user satisfaction with services provided on the Unified Digital Platform (UDP) in December 2020, the results show that digital government services in the UAE facilitate life significantly. 75 per cent of the population use at least one service, once a month. Satisfaction increases significantly with frequent use of services.

 

 

User satisfaction with services provided on the Unified Digital Platform

In a survey to measure user satisfaction with services provided on the Unified Digital Platform (UDP) in December 2020, the results show that digital government services in the UAE facilitate life significantly. 75 per cent of the population use at least one service, once a month. Satisfaction increases significantly with frequent use of services.

 

Most used features are finding and accessing information, making payments, applying for services and getting official news. The table below shows user satisfaction with regard to a variety of services.

 

Service name

Satisfaction (out of 5)
  • Applying for services / renewals (e.g. for services, IDs, papers, documents, permits)

4.29
  • Making payments (e.g. bills, fines)

4.37
  • Finding and accessing information (e.g. policies, processes)

4.36
  • Getting official news, updates and reminders (e.g. emergency, announcements, official news)

4.28
  • Making appointments (e.g. medical check-up, doctor’s visit)

4.30
  • Making deposits / top-up payments (e.g. NOL cards, eDirham cards, prepaid sim cards)

4.33
  • Getting documents attested (e.g. diploma, contract, agreement)

4.18
  • Submitting feedback and/or complaints (e.g. infrastructure issues, service dissatisfaction)

4.28
  • Getting emergency help (e.g. police, ambulance, animal control)

4.19

Demographic breakdown

The survey classified its participants on the basis of occupation, city, age, marital status, gender and residential status as shown below:

 

Occupation

Professionals

55%

Gov/self-employed

9%

Workers/students

8%

Business owners

7%

Not-employed

5%

City

Dubai

47%

Abu Dhabi

34%

Sharjah

13%

Ajman

2%

RAK/Fujairah/UAQ

1%

Age

Age: 18-24

13%

Age: 25-34

44%

Age: 35-44

34%

Age: 45-54

9%

Marital status

Married with kids

63%

Single

29%

Married

8%

Gender

Males

58%

Females

41%

Undisclosed

1%

Residential status

Residents

83%

Citizens

17%
Updated on 27 Jul 2023

Was this information helpful?

Give us your feedback so we can improve your experience.

(success)
Start chat button