In today’s challenging global environment, it is imperative to provide high quality government services which meet the needs of citizens. The landscape of government service delivery has changed significantly and governments are required to find innovative ways of providing services that are cost-efficient, effective, equitable and citizen-centric. In response to the growing challenges, two key trends in service delivery have emerged in recent years: The innovative integration of ubiquitous ICTs in public service and the openness by governments to engage with citizens in the service design and delivery process.

To explore the impact of these trends within the UAE federal government, the Governance and Innovation Program (GIP) at the Dubai School of Government partnered with the UAE Prime Minister’s Office to conduct a national survey to examine how the UAE federal government and UAE customers are utilizing social media tools for service design and delivery. This report aims to shed light on public attitudes towards the use of social media for services delivery as well as provide an assessment of the patterns and trends of social media usage within federal government entities.

The report is intended to provide decision makers with research-based analysis to help understand the current status of social media utilization in government entities and the impact on service delivery.