e-Dirham is a system launched by the Ministry of Finance (MoF) of the UAE in 2011 to develop a system of electronic channels and digital payment gateways to collect service fees and revenue for the Federal Government via Prepaid Cards, in order to enhance the delivery of public services.
The e-Dirham G2 system implemented in 2011 is combined with world-class payment networks and schemes, via platforms configured to be flexibly integrated with e-Government service applications. They can also be configured to work with online payment applications, payment via mobile phones, and electronic collection via different payment channels in line with universal standards.
Details & Achievements:
e-Dirham is a smart technological achievement for MoF. The cards offer a smart payment method for more than 5,000 government services in ministries, Federal and local authorities, and the private sector. Some of these cards are compatible with Visa and MasterCard networks. The cards are issued by MoF and National Bank of Abu Dhabi (NBAD).
e-Dirham is the world's latest technology, and it features several types of cards. The Blue, Red, Gold, Green and Silver Al Haslah cards offer discount on service fees, and does not require the user to have a bank account. All cards are prepaid offering easy reload of funds, offering a smart, secure and effective way to withdraw cash from the card balance, regardless of whether it is paid or covered by a credit card.
The cards are issued in collaboration with NBAD across a network of approved outlets to serve the public sector, companies, businessmen and individuals. The services are promoted by a customer service centre and a call centre that is supported by an auto response system, as well as a website and SMS notification service.
The system offers many advantages, including low costs, fixed fees for the service, and the possibility of paying service fees through different payment channels, which include e-Dirham applications for mobile phones, e-wallet, vouchers, self-service e-Kiosks. The system also offers Al Haslah cards for paying via e-Dirham at several points of sale and distribution outlets, bringing services closer to customers and users by increasing the number of points of sale devices, and enhancing service delivery channels.
Figures & Indications:
Since the launch of e-Dirham G2B by MoF in partnership with NBAD, a total of 100 million eService transactions with a total value of AED 21.66 billion had been provided up until the end of 2015.
e-Dirham reported the e-collection of AED 8.2 billion in 2015, a 21% increase compared to the AED 6.78 billion collected in 2014. The number of e-services also grew by 8%, from 33.46 million in 2014 to 36.14 million in 2015.
The number of e-Dirham cards issued so far amounts to 1.77 million, with 639,000 cards issued in 2015. This figure rose from 595,000 cards in 2014, representing an increase of 7.4%. The cards can be used across 5,000 e-Dirham Point of Sale (POS) devices across the UAE.
Call Centre Services:
The e-Dirham Call Centre continues to provide its services to customers. The centre’s data shows that approximately 145,000 calls were received during 2015. The percentage of successfully answered calls was more than 85% of the total calls received. The average duration of a single call reached three minutes with a waiting time of less than a minute. The centre offers its services in three languages: Arabic, English and Urdu, 24/7, all year round.
These figures reflect the value added by the e-Dirham to the UAE’s financial sector, and it has become one of the country’s most important smart government initiatives. The 2015 results prove that the speed and efficiency of the e-Dirham system ensures the maximum utilisation of time, efforts and resources.
Customer Satisfaction Rates:
The overall satisfaction level among e-Dirham users reached 80%. A study conducted by MoF, in collaboration with NBAD and Nielsen – a global marketing research company - on customer satisfaction regarding the e-Dirham system, revealed the following results:
- 80% of users are satisfied with the performance of the e-Dirham system as an electronic payment method instead of using cash.
- 82% average satisfaction rate of registered customers and partners including outsourced service providers.
- 97% average satisfaction rate of managers and owners of print centres and services regarding the facilitated payment methods of government services fees.
- 87% overall satisfaction rate of individuals from print and business services centres.
- 70% satisfaction rate with level of awareness of customers using print and business services centres.
- 53% of individuals are highly satisfied with the e-Dirham services.
A survey was conducted during the study, which included 1,003 telephone interviews with system users, 163 face-to-face interviews with service providers and 155 customers, in addition to in-depth face-to-face interviews conducted in 11 ministries, nine federal authorities and 23 financial institutions and banks.
Commenting on these results, MoF stressed on the important role e-Dirham plays as an effective e-payment method that follows the highest levels of performance and accuracy, in addition to security and ease of use. The e-Dirham system provides government institutions with a database, and detailed and prompt reports for the financial operations that help in monitoring, auditing and performing conformity operations, as well as measuring their speed and efficiency. This supports decision- making processes and achieves optimal use of available financial and human resources.
MoF seeks to fully switch to smart government services and to implement innovative solutions regarding e-payment and e-collection of service fees. This is to improve efficiency and effectiveness of financial work systems, as well as to manage and develop cash flows for the Federal Government according to best practices. MoF seeks to further develop the system’s services to become the first and best option to pay government and non-government fees across the UAE.
For more information, please visit the e-Dirham website
e-Dirham system services
Procedures for obtaining e-Dirham cards
Addresses of print centres and companies the Revenue Development Department deal with
List of banks contracted for the issuance of bank guarantee automatically.
List of banks contracted for the registration of bank guarantee automatically.
Contact addresses of the official government authorities the Revenue Development Department deals with.
List of the marketing companies contracted for the sale and shipment of e-Dirham cards.
e-Dirham cards issuance stations.