Rising customer expectations can be met through right channel mix and technology solutions: Dubai eGovernment

Delivering the keynote speech at the first Middle East CIO Forum organized by META Group to address the challenges facing the region's IT decision makers, Dr. Geray said customers are no longer satisfied with single-channel mode of transaction, and with the fast-paced developments taking place on the technology front, they would only get more demanding.

'Having visualized such a scenario two years ago, Dubai eGovernment has been pursuing a focused strategy to diversify its levels of interaction with the public and businesses,' said Dr. Geray. 'Through a series of pioneering initiatives, all driven by the cutting edge of technology, we have been able to add innovative new channels of interactive communication between us and our customers. Dubai's unified portal, www.dubai.ae, today offers multiple channels through the Internet, mDubai and askDubai Contact Centre, with multiple payment options through the unified payment gateway which will be launched in the near future by Dubai eGovernment.'

Addressing the audience that comprised some leading Chief Information Officers, IT Directors and IT Managers from the region, Dr. Geray said mDubai reflected how Dubai eGovernment has tapped the potential of mobile technology to create a new channel in which government departments could deliver SMS messages on mobile phones and PDAs to a database of customers using the Dubai eGovernment messaging gateway through the dedicated portal www.mdubai.ae.

'The main drivers in the challenging task of delivering customer-focused services are the people, the processes and technology. Integrating these three factors holds the key to achieving success in customer satisfaction,' Dr. Geray said.

'Today's information managers are faced with the daunting task of aligning their organisations' business models with their technology decisions to ensure attractive Return on Investment (ROI). A major requirement needed to achieve this is to put together an appropriate plan linked to a strategic human capital management. It is vitally important to involve the company's decision makers in formulating and designing this plan to suit their (company) individual requirements. Forums like these are helpful because they promote exchange of ideas and experiences from top-level IT professionals, and benefit from other success stories.'

The Middle East CIO Forum was addressed by leading IT experts, including Kamran Iqbal, Country Director, META Group Middle East, Luis Leamus, Vice President, Executive Directions, and Donald Blair, Senior Consultant, META Group Middle East.