This thesis has been submitted as partial fulfillment of the requirements for the master's degree in information technology management. The employees can spend time adapting to the new techniques and technologies, which can hamper the municipality's actions. Therefore, the main objective of this research proposal is to investigate the benefits of digital transformation in different departments in local municipalities.
The results show that approximately 86% of respondents believe that service delivery has improved as a result of digital transformation, with 96% of participants. Customer satisfaction is closely related to the development of online services, and a significant proportion of respondents confirm that the time and efficiency of services have significantly improved as a result of digital transformation. I would like to thank the Chairman and all members of the College of Information Technology at the United Arab Emirates University for their assistance in my studies and research, especially Dr.
Salma and my brothers Mohammed and Sultan who surrounded me with their sincere love and support during my difficult time of the journey.
Introduction
- Overview
- Integrated Transport Centre (ITC)
- The Vision of ITC
- The Mission of ITC
- Values of ITC
- Problem Statement
- Research Objectives and Questions
- Literature Review
Despite these, various factors have also created a concern about the efficiency of digital transformation. & da Silva, 2021). The government should adopt an effective tool for the government employees and to acquaint them with the new transformation, the local government should conduct training sessions along with seminars. Digital transformation in the transport system becomes more convenient for the people of the United Arab Emirates.
By using digital equipment, the government today is also able to track the safety regulations and their implementation. In this research work, we study the digital transformation of ITC in the Abu-Dhabi government.
Research Methodology
- Research Philosophy
- Research Design
- Research Approach
- Data Collection Method
- Employees and Customer Data Collection
- Employees Data
- Customers Data
- Data Analysis Method
Research philosophy deals with the nature of the investigation, the source and the knowledge (Madden, 2022). As mentioned above, in order to carry out this study, I have decided to conduct surveys among employees and customers in the Integrated Transport Center. We also use descriptive research design to observe participants or respondents of the research in a real environment.
It enabled very effective observation of research participants and respondents. Primary research method and quantitative research approach were used in this research work. Because of this, the entire work is entirely on the Integrated Traffic Center, two surveys are conducted, one is distributed to the employees of the company, and the other survey is distributed to the customers of the company.
The total number of residents or employees of the integrated transportation center is 175 in the center of Al Ain. The survey was conducted among 108 employees of the integrated transportation center so that all necessary information related to the purpose of the survey could be obtained. The survey was shared among employees via links created through Google Form and attached images of both employee and customer surveys at the end of the dissertation.
The total number of respawned Integrated Transportation Center customers who participated in the survey was 100. The survey was conducted via iPad tablets after they terminated their service and how satisfied they are with the digitalization services in Integrated Transportation Center customer service. The research aims to investigate the digital transformation in the local government of Abu Dhabi Municipal Transport Department and this technique can also provide valuable insight regarding the efficiency of the digital transformation and its impact on the performance of the department.
Results Analysis and Discussion
Employee Survey
- Discussion of Employee Survey Analysis
The majority of respondents (around 80%) agree that digital transformation has improved the UAE's overall economic growth. It was analyzed that about 42% of the respondents strongly agreed that the communication between the company and the customers has improved due to the improvisation of digital transformation. This was also supported by approximately 41% of respondents who agreed with the statement indicating the improved productivity of digital transformation in Abu Dhabi.
Digital transformation has provided the ability to ensure that distance communication is established through the implementation of advanced technological manifestations. Seventy percent of the total respondents agreed that the digital transformation helped during the pandemic, and the rest disagreed. Digital transformation has significantly reduced the time to travel longer distances to establish physical contact with customers.
More than 50% of respondents were found satisfied with digital transformation services after its implementation by the Abu Dhabi government. This significantly substantiated the fact that clients have been found to benefit from the use of digital transformation tools within the context of Abu Dhabi. The ability of digital transformation to provide a better cultural environment for peer-to-peer collaboration is shown in Figure 3.11.
Digital transformation has been found to be more effective in improving overall instances of the workplace environment. It has been proven that various people within the context of the United Arab Emirates, as well as employees at the Abu Dhabi Integrated Transport Center, do not have the appropriate ability to implement and use the digital infrastructure that has been developed as part of the digital transformation process. Therefore, the use of the digital transformation tool has been found to be significantly successful in the context of the Abu Dhabi Integrated Transport Centre.
Customer Survey
- Discussion of Customer Survey Analysis
The fact that the delivery time of services has been significantly reduced as a result of the implementation of Digital Transformation has been endorsed by approximately 93% of participants in this proposition. About 96% of participants stated that digital transformation has proven essential to their daily activities to establish connectivity with authorities. This was also supported by around 86% of respondents, who also shared similar views on digital transformation.
Around 86% of respondents indicated that service performance is improved as a result of implementing digital transformation. Digital transformation can enable future generations to improve their skills while enjoying the benefits of digital services and improved connectivity. This has been supported by about 53.3% of respondents and about 40% of respondents strongly agreed with the proposal.
It is evident that the digital transformation initiative has enabled departmental authorities to provide advanced communication tools. Earlier communication, which required physical presence for its development, is now established with the help of these advanced forms of technologies as part of the digital transformation tools. As a result of digital transformation and manifestation, customers can significantly communicate with the desired authorities with their desired questions or problems in a short period of time.
They are also assured of the ethical implementation of the quality of services provided and that their information is safe and secure as a result of digital transformation. The digital transformation in Abu Dhabi, especially within the Integrated Transport Hub, has given them the opportunity to develop a based application. Services are found to be easily perceived by customers using the application-based infrastructure brought about by the digital transformation within the Abu Dhabi Integrated Transport Centre.
Digital Transformation Framework and Recommendations
- Digital Business Strategy
- Digitization
- Emerging Technologies
- Innovation
- Social Communication
- Customer Engagement
- Delivery Application
The Abu Dhabi Government supports ITC's vision by providing a world-class transport system that is safe, sustainable and accessible to all in the UAE. In this study, I collected a list of integrated transport systems and customer service e-services to support my thesis on digital transformation in ITC. ITC has 61 customer service services, most of which have been transformed to digital format and published on the ITC portal and through applications, for example, Mawaqif Parking Services in the TAMM portal or SMS for parking bookings, taxi service online bookings.
Digitization is essential for organizations in the work environment because it increases efficiency, productivity and accessibility. These technologies complement the current digital transformation process and provide better services in terms of efficiency and reliability. In the context of transportation, IoT can be used to optimize vehicle performance, traffic management, and weather monitoring.
In addition, IoT data can be used to improve safety by identifying risky driving behaviors, such as speeding or hard braking. This is an essential factor that plays a major role in the fourth revolution industry with networked, intelligent technologies and digital transformation. This strategy will encourage employees for whom they are interested in creation and innovation.
Digital transformation has offered various channels to engage customers in the digital community. One of the methods of digital transformation is e-consulting, aimed at collecting customer feedback and effectively including it in the discussion about the services and overall policy of the organization. ITC needs to update its customer relationship management (CRM) software because it is one of the important systems that can manage customer interaction and provide personalized service. One of the most important recommendations in the delivery app is the introduction of a new official smartphone app that serves all the needs of the indoor and outdoor environment, called the Integrated Transportation Center.
Conclusion
Research Implications
Researchers have provided authentic and true survey results and analyzed them properly to make them more understandable. From the analysis of employee surveys, it can be understood that digital tools have not only helped customers or citizens to establish communication with the authorities, but have also helped the Integrated Transport Authority to secure that workplace. Analysis of customer surveys stated that the digital transformation initiative has provided a way for departmental authorities to ensure that advanced communication tools are implemented within their infrastructure.
Challenges
Limitations and Future Work
The digital transformation of business models in the creative industries: A holistic framework and emerging trends. Identifying and explaining the effective factors of digital marketing strategies in consumers' emotional states and sales rates: a mixed methods research.
