Digital Business Management: Dubai Police - Case Study Example

College: Digital business Management: Dubai Police Introduction Business model A business model is the framework and rationale upon which a particular enterprise, firm or company position itself showcasing how it establishes, delivers and captures its outstanding values in social, economic and cultural environments and/ or contexts. To simplify further, the business model is described as a particular plan designed and implemented by a firm in its bid to generate cash flows or revenues inspired by the need to meet the overarching firm’s objective of profit maximization. A business model formulation is one of the principle process of a particular business strategy. In essence, a business models encompasses the functions and components of the particular firm including the generated revenues and the incurred cots (expenses). The business model is the driving force behind the success of any success oriented firm. A poorly thought and designed business model has become the downfall of many lucrative and promising ventures. The model is the blueprint on how a particular business will strategize its operations and it is the source of a given firm’s competitive advantage. A particular firm may either choose to adopt a complex or a simple business model. For instance, a website business model calls for rational thought in its creation as clarity sometimes becomes a daunting challenge to determine the particular model since online business have a variety of strategies to create money. Some website models are structured in a manner to try or generate revenues through offering free services but draw huge sums of money through sale of advertising to other firms. On the other hand, other websites have adopted a direct approach where commodities () are sold to online consumers and/ or customer directly. A business model is therefore the stepping stone for the success of any firm. Business Model Used by the Dubai Police Dubai Police is driven by the need to enhance the quality of life through operating in line with the nation’s constitutional rights in order to enforce the law while concurrently maintaining security and safety of its citizens and the society at large. The business by the Dubai Police is a client-oriented based on application of the highest and most precise mechanism of operations in undertaking its functions, duties, as well as powers. This is achieved through the institutional performance indicators as well as practice of efficiency management human and financial resource, strategic planning as well simplification of procedures, upholding higher degree of teamwork, innovative initiatives, respect of personal excellence, strengthening community partnership. The model encompasses, the application of DNA testing in criminal investigation, employment of electronic Fingerprinting as well as Clean Desk Policy. In addition, the model captures a unique human rights department that exclusively deals with the promotional strategy of human rights which is community-based. To further validate the model, Dubai Police Force is marked as the first Arab Police to adopt the Global Positioning Systems (GPS) as well as the first to employ patrol location techniques. The Police Force recognizes and appreciate the need to keep in pace with the cultural and technological advancement through being rated as the first Police Force within the Arab World to usher in the application of Electronic Services. The Electronic Service is helpful in such transactions as well as completion of procedures. The model recognizes security as the principle factor to development and hence ensures that security and safety of the society through maintaining public order on a world-class perspective efficiency driven by higher degree of professionalism benchmarked against highly ranked excellence. The model segments the roles into three; individual services, visitors services as well as institutional services. These services are security focused based on protection of rights, achieved through provision of services that aimed at winning the satisfaction of people. The business model is applied under higher levels of integrity and loyalty, transparency and honesty based on upholding higher standards of fairness and justice. In addition brotherhood and cooperation, politeness, and identification and rewarding of success based on proficiency work is upheld. The model is thus driven by the need to achieve proactive prevention and reduction of crime rates based on detection of crimes and arrest of criminals. These are achievable through readiness to deal with disasters and crises in an effective manner as outlined in the model. Online Value Proposition (OVP) Dubai police Force is committed to serving the clients at the highest speed possible based on the time the calls are made. Emergency calls are given the first priority and answered within the first three rings bedsides being reached and response given. We value the security as without security life becomes unbearable to our people. Our main objective is to realize a higher levels of security in whatever social, political as well as transactions our people undertake. Serving customer is our main agendum and the complaints are actively taken incorporated within our principle policies. We value the people and we respond to our clients with utmost good faith. Besides informing the clients on all our proposed policies has been considered as the driving force behind our success. Customer Relationship Management of the Company Website Analysis The Dubai Police Force is committed to responding to emergency 999 calls within ten seconds as well as answering 97% of all the calls made within the first three rings. In addition to this, patrol reach and respond to 90 percent of designated emergency cases within 15 minutes and 30 minutes for non-emergency incidents. With respect to land rescue patrols, the Force reach and respond to 95 percent designated land cases within 12 minutes besides. On the hand, marine rescue patrols reach 92 percent of maritime incidents taking place within seven nautical miles off the coast at an average of 15 minutes. For those incidents with 14 nautical miles are reached within thirty minutes with 90 percent arrivals of the incidents within 15 minutes in the first range while second range reached within thirty minutes. The Dubai Police Force values security so much so that every undertaking is attached to at least yield back security in the country. Security is upheld in every aspect based on jobs undertaken at personal, social, emotional, political security. The policy is that without security life is hurdled with hopelessness and worthlessness in forward development, success, quality and excellence. The policies are efficient, leaders are loyal and this makes Dubai being one of the safest countries in the world. The people are served harmoniously based on the incorporation of their strategic planning which is justice, security and safety-focused and these go in hand concurrently with social and economic growth paths. These are based on a stabilized safety and security as well as justice must be availed for persons and the country. The designing of a particular strategic planning of the Dubai Police Force is embedded on outstanding principle and policies; citizens are offered the highest level of priority with respect training and recruitment, Law is understood as the arbitrator to deal with every offender to others and the state, security is described as the acquired right of each citizen, visitor or resident and the most interesting part is that security of Dubai is an integral component of the UAE’s security ((Copley & International Strategic Studies Association, 1979, p. 123)). Discuss CRM phases/cycles and examples of e-CRM application CRM acronym stands for the Customer Relationship Management. CRM is very important in achieving the goals set by a firm as the achievements of any success oriented firm is embedded on the ability by such particular firm to attract and retain its customers. This is solely achieved based on proper CRM. Without clearly defined CRM and its proper implementation, business however promising it may be will force daunting setbacks. CRM is therefore the system that presents a sound approach a firm’s management of both current and future customers. CRM works through the use of technology to organize, automate as well as synchronizing sales, customer service, marketing as well as offering technical support. There many examples of CRM that have been adopted by the Dubai Police Force in order to meet the public quality services. To begin with, there is Dubai Police m-enables its officers with SMS and WAP. WAP-enabled mobile phones or PDAs have been in the past linked to business executives, as compared to law enforcement agents, however, Dubai Police has investigated the possibilities of m-enabling its officers in the field. The Dubai Police information Technology (IT) development department has worked in handy with local wireless application developers, Ducont to install and deliver the public and inter-police SMS and WAP services. This has simplified and sped up the procedures with respect to internal audience and the public. The Ducont has delivered a push and pull SMS services to the citizens. In addition this has also been extended to capture visitors that register at the Dubai Police site, www.dubaipolice.gov.ae. This has seen a lot of subscription to a number of SMS services like up-to-the-minute traffic reports as well as notification of incurred traffic penalties. On the other hand, a number of WAP (wireless application protocol) has mutinously ran with SMS development. The public have been introduced to WAP which is more significant with as it has availed avenues to scroll through and retrieve the information about the police procedures as well as the location of nearest police stations. In addition, the public have also been offered access to Dubai Police own stolen car database which is hosted in the Criminal Investigation Division (CID). The service enabled the second hand car dealers to inspect the chassis number as well as the engine number of a particular vehicle stole against those that have been recovered by the Dubai Police which are available in the database. Besides, enabling the checking of the stolen vehicle in the database, the WAP has impacted so much on the inter-police information sharing platforms. A great number of application have been accessed by the Dubai Police hosted on the CID’s services through mobile phones following the installation of the WAP-enabled services. This enable both the police and the public to work in hand with Police being able to access data on the wanted criminals, wanted cars, suspects as well as missing people. Following the shortcomings of the WAP, the Dubai Police IT development department have also resorted to PDA devices. This has solved the daunting challenge based on the limited nature of WAP-smallness of the screen hence small pictures. PDA has enabled the officers to quality images on the PDA devices as well as being able to easily recognize persons accurately and quickly hence reduced workload for the CID. The PDA has enabled the delivery of field reporting functionality within its system right from filling out the report forms all the way to taking digital pictures and subsequently sending the reports back to the Operation Center hence reducing the Police workload. Discus use of social media in enhancing Customer relationship Management Social media has become very key in customer management for success oriented firms. The increased number of virtual communities have increased the connectedness of people. This increased social interconnections has shifted the kind of online marketing undertaken by firms. CRM has been fueled by the use of Social media on a global perspective. It will be therefore a blow to firms and institutions that lag behind with respect to the installation and adoption of social media. Within the ‘Dubai Police Leaders at Your Service’, they are driven by the need to offer their services at the client’s service. They have presented avenues where an electronic service for the public where they present their inquiries and feedback for the development as well as improvement of Police services. This is done so as to enhance services that police offer to the public. In order to achieve this electronic service, the Dubai Police should employ fully the use of social media. This will enable huge coverage and this is better that broadcasting since social media platforms is not unilateral as mass media. Social media virtual communities have interactive sessions from which the Dubai Police Force will be able to interact and engage the public with immediate feedbacks at lower costs. This will improve CRM as public and the police will be engaged in most of the time hence creating a lot of satisfaction as the public complaints will be dealt with accordingly. Recommendation for Improvement of; Web Applicability The security threats in the web applicability could be hazardous if threats are not proactively addressed as hackers take chances. The web applications are the most enterprise’s visible points of entry as well as notoriously fraught with vulnerabilities. The recommendation is that web application security must be a top Information Technology priority since taking application out means setting a firms’ reputation at a blow. The perimeters are always scanned for vulnerabilities hence the Dubai Police force must make it harder for attackers to scan their websites through ensuring dropping of nonessential ports inbound to the Web Server Farm. In addition, the Dubai Police should ensure frequent use of firewalls (WAF-level protection). This will improve the website applicability besides readjusting the E-payment gateway for Dubai Smart Government for query and payment of traffic violations to allow application of credit and debit cards issued outside the UAE for payments. The Electronic payment should be accessible beyond the UAE local Proxies. This will be beneficial to help facilitate the payment for traffic violation and fines. Web Usability and Design The website navigation is very key feature of websites usability and therefore Dubai Police Force must ensure easy navigation based increased usability of mobile phones through ensuring that the public can easily navigate it via their phones (Northern African wireless communications 2000, p. 56). This can be achieved through choosing a simple layout and applying it in all their Web pages. The horizontal scrolling irritates the users and hence should be avoided. Website accessibility should be effortless usage achieved through making it easier for the public to accomplish their duties like taking a call-to-action with few clicks. This is also achieved through minimizing unnecessarily asking users to fill lengthy forms. Easy identification of call to action button as well links. Highlighting new and/or valuable services so as to be easily viewed. The selection of background color, texture as well as contrast affects the users’ psychology and experience, therefore ensure that the choice of color matches the particular lot to be served. Always check whether there is a contrast between the background color and font so as to make it easy for the users to distinguish between font and the background. Digital Business Strategy The digital strategy of the Dubai Police is public-focused to ensure security is achieved in the country. The Police Force achieves this through increased electronic service delivery that is focused on serving the best interest of the public. This is ensured through the use of the websites, WAP, PDAs as well as mobile SMS. This ensures that services are rendered upon reception of the call-to-action. The Police Force has an emergency call centers with highly qualified workers and hence enhanced the security provision socially, political as well as economically. Reference Copley, G. R., & International Strategic Studies Association. (1979). Defense & foreign affairs. Washington, D.C: Copley & Associates. Ghurfat Tijārat wa-Ṣināʻat Dubayy. (2006). 1000 numbers & reasons why Dubai. Beirut: BISC Publications. MEED. (1985). London: Middle East Economic Digest. Northern African wireless communications. (2000). Walton-on-Thames, Surrey, UK: Kadium Pub. www.dubaipolice.gov.ae Read More