رود ﻣﺪﺨﻟا ﻦﻴﺴﺤﺗ ﻲﻓ ﺔﻴﻧوﺮﺘﻜﻟﻹا ﺔﻣﻮﻜﺤﻟا ﺔﻣﺎﻌﻟا تﺎ
داﺪﻋإ
ﷲاﺪﺒﻋ ﻣ ﻲﻠﻋ ﻦﺑ
ﺪﻤﺤ ﻲﺑﺮﻐﻣ
ﺨﺘﺴﻤﻟا ـ
ﺺﻠ
ﺕﺎﻤﺩﺨﻟﺍ ﻥﻴﺴﺤﺘ ﻲﻓ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ ﺔﻤﻭﻜﺤﻟﺍ ﺭﻭﺩ ﺔﻓﺭﻌﻤ ﻰﻟﺇ ﺔﺴﺍﺭﺩﻟﺍ ﻩﺫﻫ ﻑﺩﻬﺘ ﺔﻠﺜﻤﺘﻤﻟﺍﻭ
ﻲﻓ :
- ﺔﻠﻤﺎﻌﻤﻟﺍ ﺯﺎﺠﻨﺇ ﺕﺍﺀﺍﺭﺠﺇ ﻁﻴﺴﺒﺘ .
- ﺔﻤﺩﺨﻟﺍ ﻡﻴﺩﻘﺘ ﻲﻓ ﺀﺎﻁﺨﻷﺍ لﻴﻠﻘﺘ .
- ﺔﻠﻤﺎﻌﻤﻟﺍ ﺯﺎﺠﻨﻹ ﺕﻗﻭﻟﺍ لﻴﻠﻘﺘ .
- ﺔﻤﺩﺨﻟﺍ ﻥﻤ ﺩﻴﻔﺘﺴﻤﻟﺍ ﺎﻀﺭ ﻕﻴﻘﺤﺘ .
ﺔﺴﺍﺭﺩﻟﺍ ﻩﺫﻫ ﻕﻴﺒﻁﺘ ﻡﺘﻭ ﻟﺍ ﺕﺎﻤﻅﻨﻤﻟﺍ ﻰﻠﻋ
ﺓﺩﺠ ﺔﻨﻴﺩﻤﺒ ﺔﻤﺎﻌ ﻲﻫﻭ
:
- ﺔﻤﺭﻜﻤﻟﺍ ﺔﻜﻤ ﺔﻘﻁﻨﻤ ﺓﺭﺎﻤﺃ .
-
ﺕﺍﺯﺍﻭﺠﻟﺍ ﺓﺭﺍﺩﺇ .
- ﺞﺤﻟﺍ ﺓﺭﺍﺯﻭ .
-
ﺔﻴﺠﺭﺎﺨﻟﺍ ﺓﺭﺍﺯﻭ .
- ﺯﻴﺯﻌﻟﺍ ﺩﺒﻋ ﻙﻠﻤﻟﺍ ﺔﻌﻤﺎﺠ .
ﺠ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ ﺔﻤﻭﻜﺤﻟﺍ ﻡﻭﻬﻔﻤ ﺕﻘﺒﻁ ﻲﺘﻟﺍﻭ ﺯ
ﹰﺎﻴﻠﻜ ﻭﺃ ﹰﺎﻴﺌ .
ﺕﻐﻠﺒ ﺔﻴﺌﺍﻭﺸﻋ ﺔﻨﻴﻋ ﺭﺎﻴﺘﺨﺍ ﻡﺘﻭ
) ٢٣٠ ( ﻴﺭﺍﺩﺇ ﹰﺎ لﺼﺃ ﻥﻤ )
٥٤٠ ( ﹰﺎﻔﻅﻭﻤ ﺍﻭﺩ ﻲﻓ ﺌ
ﻤﻭﻜﺤ ﺭ ﺔﻌﺴﺎﺘﻟﺍ ﻥﻤ ﺔﻴﻔﻴﻅﻭﻟﺍ ﺏﺘﺍﺭﻤﻟﺍ ﻥﻭﻠﻐﺸﻴ ﺔﻴ
ﺓﺭﺸﻋ ﺔﺜﻟﺎﺜﻟﺍ ﻰﺘﺤ .
ﻠﺼﻭﺘ ﺩﻗﻭ ﺕ
ﺞﺌﺎﺘﻨ ﺓﺩﻋ ﻰﻟﺇ ﺔﺴﺍﺭﺩﻟﺍ ﻲﻠﻴ ﺎﻤ ﺎﻬﻨﻤﻭ
:
ﺕﺎﻤﻅﻨﻤﻟﺍ ﺎﻬﻤﺩﻘﺘ ﻲﺘﻟﺍ ﺕﺎﻤﺩﺨﻟﺍ ﻥﻴﺴﺤﺘ ﻰﻟﺇ ﻱﺩﺅﻴ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ ﺔﻤﻭﻜﺤﻟﺍ ﻕﻴﺒﻁﺘ ﻥﺇ
•ﺔﻤﺎﻌﻟﺍ
ﻰﻠﻋ لﻤﻌﺘ ﺙﻴﺤ ،ﻥﻴﺩﻴﻔﺘﺴﻤﻠﻟ ﺔﻤﺩﺨﻟﺍ ﻡﻴﺩﻘﺘ ﺕﻼﻤﺎﻌﻤ ﺎﻬﺒ ﺭﻤﺘ ﻲﺘﻟﺍ ﺕﺍﺀﺍﺭﺠﻹﺍ ﻁﻴﺴﺒﺘ
لﻼﺨ ﻥﻤ ﻙﻟﺫ ﻡﺘﻴﻭ :
،ﺕﻼﻤﺎﻌﻤﻟﺍ ﻥﺍﺩﻘﻓﻭ ﻕﻴﻗﺩﺘﻟﺍ ﺕﺎﻴﻠﻤﻋ ﻥﻤ لﻴﻠﻘﺘﻟﺍﻭ ،لﻤﻌﻟﺍ ﺯﺎﺠﻨﺇ ﺕﺍﻭﻁﺨ ﺭﺎﺼﺘﺨﺍ
ﺕﺍﺀﺍﺭﺠﻹﺍ ﺔﻴﺠﺍﻭﺩﺯﺍ ﻥﻤ ﺹﻠﺨﺘﻟﺍﻭ ،ﺎﻬﺘﻴﺒﺎﻴﺴﻨﺍﻭ ﺎﻬﺘﻨﻭﺭﻤﻭ ﺕﺍﺀﺍﺭﺠﻹﺍ ﺡﻭﻀﻭﻭ
.
ﻰﻠﻋ لﻤﻌﺘﻭ
•ﺩﻴﻔﺘﺴﻤﻟﺍ ﺎﻀﺭﻟ ﺔﻴﺴﺎﺴﻷﺍ ﺭﻭﺎﺤﻤﻟﺍ ﻕﻴﻘﺤﺘ
ﻤ لﻼﺨ ﻥﻤ ﺔﻤﺩﺨﻟﺍ ﻥ :
ﺍﻭ ،ﺔﺒﺴﺎﻨﻤ ﺓﺩﻭﺠ ﺕﺍﺫ ﺔﻤﺩﺨ ﻡﻴﺩﻘﺘ ﺎﻬﺘﻴﻗﺍﺩﺼﻤﻭ ،ﺩﺩﺤﻤﻟﺍ ﺩﻋﻭﻤﻟﺍ ﻲﻓ ﺎﻫﺯﺎﺠﻨﺇ ﻲﻓ ﻉﺍﺭﺴﻹ
ﺎﻬﻤﻴﺩﻘﺘ ﻲﻓ ﺔﻟﺍﺩﻌﻟﺍ ﻕﻴﻘﺤﺘﻭ ﻡﺎﻤﺘﻫﻻﺍ ﻊﻤ .
لﻼﺨ ﻥﻤ ﻙﻟﺫﻭ ،ﺔﻤﺩﺨﻟﺍ ﻡﻴﺩﻘﺘﺒ ﺔﺼﺎﺨﻟﺍ ﺔﻠﻤﺎﻌﻤﻟﺍ ﺯﺎﺠﻨﺇ ﺕﻗﻭ لﻴﻠﻘﺘ
•:
لﻴﻬﺴﺘﻭ ،ﺔﻤﻬﻤﻟﺎﺒ ﻕﻠﻌﺘﻤﻟﺍ ﺕﻗﻭﻟﺍ ﺭﺎﺼﺘﺨﺍ ،ﺕﻗﻭﻟﺍ ﺏﺴﺤ ﻡﺎﻬﻤﻟﺍ ﺯﺎﺠﻨﺍ ﺕﺎﻴﻭﻟﻭﺃ ﺏﻴﺘﺭﺘ ﺎﻬﻟ ﺩﺩﺤﻤﻟﺍ ﺔﻴﻨﻤﺯﻟﺍ ﺔﻟﻭﺩﺠﻟﺍ .
لﻴﻠﻘﺘ
•لﻼﺨ ﻥﻤ ﺔﻤﺩﺨﻟﺍ ﻡﻴﺩﻘﺘ ﻲﻓ ﺀﺎﻁﺨﻷﺍ :
ﻀﻭﻟﺍ ﻥﺎﻤﻀﻭ ،لﻤﻌﻟﺍ لﺎﺠﻤ ﻲﻓ ﺔﻴﺼﺨﺸﻟﺍ ﻊﻓﺍﻭﺩﻟﺍ ﺏﻨﺠﺘﻭ ،ﺕﻼﻤﺎﻌﻤﻟﺍ ﺯﺎﺠﻨﺇ ﻲﻓ ﺡﻭ
ﺎﻬﻤﻴﺩﻘﺘ ﻲﻓ ﺔﻴﻓﺎﻔﺸﻟﺍ ﺃﺩﺒﻤ ﻰﻠﻋ ﺩﻴﻜﺄﺘﻟﺍﻭ ، ﺔﻤﻭﻠﻌﻤﻟﺍ ﻥﻤﺃ ﻕﻴﻘﺤﺘﻭ ،ﺀﺍﺩﻷﺍ ﻲﻓ ﺔﻴﻋﻭﻀﻭﻤﻟﺍ .
ﺎﻬﻤﻫﺃ ﻥﻤ ﺕﺎﻴﺼﻭﺘﻟﺍ ﺽﻌﺒ ﺙﺤﺎﺒﻟﺍ ﺡﺭﺘﻗﺍ ﺩﻗﻭ :
ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ ﻡﻭﻬﻔﻤ ﻕﻴﺒﻁﺘ ﺓﺭﻭﺭﻀ
•ﺔﻴﺩﻭﻌﺴﻟﺍ ﺔﻴﺒﺭﻌﻟﺍ ﺔﻜﻠﻤﻤﻟﺎﺒ ﺔﻤﺎﻌﻟﺍ ﺕﺎﻤﻅﻨﻤﻟﺍ ﻲﻓ
ﺔﻤﺎﻌﻟﺍ ﺕﺎﻤﺩﺨﻟﺍ ﻥﻴﺴﺤﺘﻟ ﻙﻟﺫﻭ .
ﻙﻟﺫﻟ ﺔﻴﺴﺎﺴﻷﺍ ﺭﻭﺎﺤﻤﻟﺍ ﻥﻴﺴﺤﺘ ﻕﻴﺭﻁ ﻥﻋ ﺔﻤﺎﻌﻟﺍ ﺕﺎﻤﻅﻨﻤﻟﺎﺒ ﺕﺎﻤﺩﺨﻟﺍ ﻥﻴﺴﺤﺘ ﺓﺭﻭﺭﻀ
•لﺜﻤ : ﺔﻤﺩﺨﻟﺍ ﻥﻤ ﺩﻴﻔﺘﺴﻤﻟﺍ ﺀﺎﻀﺭﺇﻭ ،ﺕﻗﻭﻟﺍ لﻴﻠﻘﺘﻭ ،ﺀﺎﻁﺨﻷﺍ لﻴﻠﻘﺘﻭ ،ﺕﺍﺀﺍﺭﺠﻹﺍ ﻁﻴﺴﺒﺘ .
ﻡﺘﻴﻭ
ﻤﻭﻜﺤﻟﺍ ﻕﻴﺒﻁﺘ ﻕﻴﺭﻁ ﻥﻋ ﻙﻟﺫ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ ﺔ
.
ﺔﻤﻭﻜﺤﻟﺍ ﺭﻭﺩ لﻭﺤ ﺔﻤﺎﻌﻟﺍ ﺔﻤﺩﺨﻟﺍ ﻥﻤ ﻥﻴﺩﻴﻔﺘﺴﻤﻟﺍ ﺀﺍﺭﺁ ﺔﻓﺭﻌﻤﻟ ﺔﻴﺤﺴﻤ ﺕﺎﺴﺍﺭﺩ ﺀﺍﺭﺠﺇ
•ﺕﺎﻤﺩﺨ ﻡﻴﺩﻘﺘ ﻥﻤ ﺍﻭﺩﺎﻔﺘﺴﺍ ﻥﻴﺫﻟﺍ ﻙﺌﻟﻭﺃ ﺔﺼﺎﺨﻭ ،ﺔﻤﺎﻌﻟﺍ ﺕﺎﻤﺩﺨﻟﺍ ﻥﻴﺴﺤﺘ ﻲﻓ ﺔﻴﻨﻭﺭﺘﻜﻟﻹﺍ
ﺏﻭﻠﺴﻷﺍ ﺍﺫﻫ ﺕﻘﺒﻁ ﺔﻤﺎﻋ ﺕﺎﻤﻅﻨﻤ ﻕﻴﺭﻁ ﻥﻋ ﻡﻬﻟ .
The Role of electronic Government in Improving public services
Abdullah ali m. maghrabi
Abstract
The objective of this study is to find out the role of e-government in improving public services with emphasis on the role of e-government in improving public services as materialized in simplification of the procedures of accomplishing transaction, manifested in:
• Diminishing errors in providing services.
• Reducing time of handling transaction.
• Attaining the satisfaction of the beneficiary of service.
The study deals with public organizations in Jeddah which have adopted, wholly or partially the concept of e-government.
A random sample of 230 official holding positions of ninth to thirteenth ranks in government agencies. Was selected for the study. A specially designed questionnaire was hand-delivered to those officials.
Results of the study show the following:
• Adoption of e-government methods leads to improving services provided by public organizations to beneficiaries since these methods fulfill:
- Simplification of procedures followed by those organizations through: shortening of steps taken for performing a task; Lessening
checking operations and loss of documents; clarity and flexibility of procedures; and avoiding duplication of measures.
- Fulfilling the basic means giving satisfaction for the beneficiary of the service by providing him with a reasonably good service;
providing the required service on time, authentically, equitably in addition to paying due attention to beneficiary.
- Minimizing the time of providing a service through: reducing the time required for performing a job; setting priorities for accomplishing various jobs in accordance with a certain timetable, diminishing errors in the course of providing the service by means of clarity, simplicity and transparency of processing various tasks avoiding personal motives in dealing with duties and functions, and ensuring objectivity in performing a function with emphasis on transparency in providing services.
Recommendations of the study include:
• The need for adopting the concept of e-government on the part of public organizations in the Kingdom of Saudi Arabia with view to upgrading public services.
• The need for upgrading services provided by public organizations by way of: simplification of procedures; minimizing errors; reducing time, and giving satisfaction to beneficiaries of services, all of which can be achieved through adoption of e-government.
• Conducting survey studies to find out the opinions of beneficiaries of public services as regards the role of e-government in improving public services particularly those who have benefited from services provided by public organizations applying methods of e-government.
