What’s the real technology behind the UAE’s world-class public services?

The UAE's well-regarded public services are powered by advanced digital technologies that are often more effectively utilized than in the countries where they originated. A crucial factor in the UAE's success is its public administration culture, which underscores the importance of high-quality government services. This cultural aspect suggests that the ease of acquiring cutting-edge technology is often less challenging than maintaining the quality of government services.

In September, US Secretary of State Marco Rubio announced that American citizens would soon be able to apply for passports online, following the introduction of online renewals in late 2024. However, the UAE has been offering online passport renewal since 2014, leveraging hardware and software from Silicon Valley. The UAE ranks 19th in the 2024 UN E-Government Development Index, placing it eight positions above the US.

While the US ranks 19th in the 2024 UN E-Government Development Index, its e-services on the ground can vary in quality. For instance, New York City's municipal services are among the world's best, yet unemployment benefits during the Covid-19 pandemic faced disruptions due to outdated systems from the 1970s.

The difference between the US and UAE in e-government services can be attributed to various factors. Technically, the fragmentation of identification systems under the US federal structure complicates generating a centralized workflow. Administratively, the US's stringent security restrictions on hiring within the federal government make it difficult to attract top talent. Socially, partisanship in the political landscape reduces the incentive for politicians to prioritize government service delivery.

These surface-level factors stem from a fundamental cultural difference between the US and UAE in public administration. The US has a history of safeguarding government officials to ensure they act in the public interest, rooted in 17th and 18th-century philosophical traditions. In contrast, the UAE emerged with a perception of government as a key driver of development and prosperity.

This cultural difference influences reactions to inadequate government services. In the US, it leads to skepticism about civil servants' abilities to properly perform their duties, creating a cycle of distrust. In the UAE, the response is more positive, with government agencies striving to overcome challenges. The UAE's history has instilled a paternalistic and benign view of government, where leaders are expected to actively guide development and mobilize public institutions to address problems.