Survey of ICT Usage in Businesses in the UAE

A detailed survey conducted by the Telecommunications Regulatory Authority (TRA) of the UAE in 2011 focused on businesses' adoption and satisfaction with ICT services. The survey covered various aspects such as fixed line telephony, mobile telephony, internet services, e-commerce, and consumer satisfaction. With over 1,500 businesses participating, the study aimed to understand business perceptions and demands for ICT services in the UAE.

• ICT services
• UAE
• survey
• business usage
• TRA

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1. ICT in the UAE Business Survey - 2011 July 2011

2. Table of Contents Background 3 Methodology 4 Introduction and Main Results 6 Fixed Line Telephony 12 Mobile Telephony 16 International Services 28 Internet Services 32 Mobile Internet 41 Networks & Advanced Services 44 E-Commerce 46 Consumer Satisfaction 49 2

3. Background In the first half of 2011, the TRA undertook an intensive survey focusing on business usage of ICT services in the UAE in order to better understand business perceptions on their usage of, and demands for, ICT services. This survey complements the TRA s survey on residential usage of ICT services in the UAE undertaken in 2010 (available at: http://www.tra.gov.ae/ict_in_uae.php ) The business survey spanned multiple services including fixed telephony, mobile telephony, Internet, advanced telecommunication services and E-commerce and reviewed: the extent to which businesses in the UAE have access to ICT services; the extent to which businesses in the UAE use the ICT services that they are connected to; the extent to which businesses are satisfied with their ICT services; and the extent to which businesses in the UAE engage in E-commerce activities. The TRA also completed a similar ICT survey for businesses in 2009. The results of the 2009 survey can be found at: http://www.tra.gov.ae/ict_in_uae.php 3

4. Methodology (1) The survey was conducted by face-to-face interviews with calls back where necessary to ensure the authenticity of the responses. A total of 1,500 businesses across the UAE participated in this study. The businesses were drawn from all seven Emirates. The surveyors targeted the key/joint decision maker of the business regarding the subscription decisions and expenditure on ICT services. The E-Commerce section of the survey was only used if the key/joint decision maker was authorized to engage in an e-commerce activity within the company. The survey was limited to businesses with 10 or more employees. 4

5. Methodology (2) - SampleStructure Distribution of Businesses by: Emirate Size Large (250 & more) 14% Northern Emirates 22% Dubai, 46% Small (10-49) 53% Medium (50-249) 33% Abu Dhabi, 32% Sector Industrial Classification Trade 27% Retail Trade & Wholesale 26% Services 21% Construction 21% Manufacturing 11% Construction 19% Services 10% Industrial 15% IT & Telecomm Services 7% Transport & Communications 11% Financial Services 5% Financial 5% Restaurants & Hotels 2% Agriculture 2% Others 17% 0% 10% 20% 30% 0% 10% 20% 30% 5 Base : All businesses 1500

6. Introduction and Main Results - General 99% of the organizations across the country consider telecommunications as an important aspect to the running of their business. Importance of telecommunications to the running of the business Important 6% Very Not important 93% important 1% Base : All businesses 1500 6

7. Introduction and Main Results - Subscription Businesses with Fixed Line Business provides an employee with a paid Mobile Phone Yes 99% Yes 60% No 1% No 40% Businesses with Internet Access Types of Internet Connection Fixed Broadband 94% Yes 92% Mobile Broadband 9% Dial-up 7% No 8% Internet dedicated access 5% Leased lines 3% Others 6% Base : All businesses 1500 0% 50% 100% 7

8. Introduction and Main Results Breakdown of call expenses of Mobile & Fixed Telephones Online Sales & Purchases 20% 100% 18% 21% 80% 60% 10% 11% 82% 79% 40% 20% 5% 0% 0% Calls From Mobile Calls From Fixed Sales Purchases Domestic International Carrier Selection used for International calls Percent of employees routinely using a computer at work Not aware of service, 25% Yes 44% No 56% No, 66% Yes, 9% 8

9. Introduction and Main Results - Spending 35% of businesses spend over AED 3,000 per month on a fixed telephone line. 40% of the businesses using mobile phones spend over AED 3,000 per month on mobile telephony services. Business Monthly Spending on: Fixed Telephony Mobile Telephony AED 150 or less 3% AED 100 or less 1% AED 151-300 5% AED 101-500 16% AED 301-500 11% AED 501-1000 17% AED 501-1000 18% AED 1001-3000 31% AED 1001-3000 24% AED 3001-5000 13% AED 3001-5000 12% AED 5001 or more 22% AED 5001 or more 28% 0% 10% 20% 30% 40% 50% 0% 10% 20% 30% 40% 9

10. Introduction and Main Results Satisfaction In general, businesses are satisfied with fixed, mobile and internet services, but less satisfied with mobile internet services. Overall Satisfaction of Telecommunication Services 1% 3% 100% 6% 11% 10% 11% 11% 80% 49% 60% 87% 87% 83% 40% 20% 40% 0% Overall Fixed Overall Mobile Overall Internet Overall Mobile Internet Satisfied Neither Satisfied or Dissatisfied Dissatisfied 10

11. Introduction and Main Results Key results of the survey Indicator % Personal computer (Desktop, laptop, handheld) 96% Fixed telephone lines (including Fax lines) 99% Mobile phone that business pays for 60% Internet connection 92% Employees routinely use Internet at work 46% Businesses with Local Area Network (LAN) 85% Businesses with website presence 70% 11

12. Fixed Line Telephony 12

13. Fixed Line Telephony - Subscriptions 99% of the businesses across the country have a fixed telephone line. 87% of businesses have Etisalat as their primary provider while 8% have both Etisalat and du Fixed Line Subscriptions Fixed Lines Distribution Both 8% No 1% Yes 99% du 5% Etisalat 87% Base : All businesses 1500 Base: All businesses with fixed telephone service -1481 13

14. Fixed Line Telephony Usage 91% of calls originated from fixed lines are for domestic calls, of those 55% are terminated on a fixed network (i.e. calls to another fixed phone within the UAE). Average number of calls originated from Fixed Telephone per day Calls to fixed line phone in UAE 132 Calls to mobile phone in UAE 108 International calls 24 0 50 100 150 Base: All businesses with fixed telephone service -1481 14

15. Fixed Line Telephony Spending At least 35% of businesses spend AED 3,000 or more per month on fixed line services. 82% of call expenses made through fixed lines are of domestic calls. Monthly spending on Fixed Telephone Line Breakdown of call Expenses made from Fixed Telephone Line AED 100 or less 1% AED 101-500 16% International 18% AED 501-1000 17% AED 1001-3000 31% Domestic 82% AED 3001-5000 13% AED 5001 or more 22% 0% 10% 20% 30% 40% 50% Base: All businesses with fixed telephone service -1481 15

16. Mobile Telephony 16

17. Mobile Telephony Subscription (1) 60% of businesses provide employees with paid mobile phones with the high mobility of employees being the most prominent reason. Reasons why business provides an employee with a paid Mobile Phone Business provides an employees with a paid Mobile Phone Employees work out of office 86% Easy to control spending with mobile phones 23% No 40% Mobile phones have better service quality 17% Yes 60% Cheaper than fixed lines 10% Easy accessible 2% Others 6% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% Base: All businesses with mobile service users -894 17

18. Mobile Telephony Subscription (2) On average businesses have 20 mobile subscriptions from Etisalat and 6 from du . 53% of businesses have only post paid subscriptions, whilst 29% have both post paid and prepaid subscriptions . Percentages of Prepaid & Postpaid Mobile Subscriptions Average Mobile Subscriptions per Business 20 20 16 12 8 4 6 0 Both 29% Etisalat du Only Postpaid 53% Average Number per Business Subscription Type Base only Prepaid 18% Etisalat Prepaid 14 371 Etisalat Postpaid 19 678 du Prepaid 17 135 du Postpaid 18 159 Base: All businesses with mobile service users -894 18

19. Mobile Telephony Subscription (3) The majority of the businesses reported that the convenience of never running out of credit is the main reason for using postpaid. Reasons for using a Postpaid Subscription 70% I prefer the convenience of never running out of credit I want the bill breakdown that comes with postpaid subscriptions 46% Postpaid subscriptions offer a greater range of services and products 43% International roaming is easier to use with a postpaid subscription 32% This subscription was part of a good offer/package deal that I took advantage of 9% My family/friends/workplace bought this type of subscription for me. I didn t have any choice 1% 2% Others 0% 20% 40% 60% 80% Base : All businesses who are postpaid mobile users -730 19

20. Mobile Telephony Subscription (4) 55% of the businesses reported that managing the monthly expenditure is the main reason for using a Prepaid Subscription. Reasons for using a Prepaid Subscription I want to manage my monthly expenditure 55% It is cheaper to buy the line 51% I don t want to pay for a monthly subscription 49% This subscription was part of a good offer/ package deal that I took advantage of 10% I recharge only when I have the money. I don t want to pay a bill at end of month 8% My family/ friends/ workplace bought this type of subscription for me. I didn t have any choice 3% Others 2% 0% 20% 40% 60% Base : All Businesses who are Prepaid Mobile users - 422 20

21. Mobile Telephony Subscription (5) Most of the businesses that do not have a mobile phone subscription say it is because they use a fixed phone line instead (62%). Reasons for not having any mobile phone services Whether business considers getting a mobile phone within the next 6 months 62% Use fixed phone lines instead 32% Don t need it Employees use their own personal mobile phones for business & business pays for it 15% Employees use their own personal mobile phones and pay for it 13% Yes 2% No 80% Mobile phone services are too expensive 5% Don't know 18% Mobile phone handsets are too expensive 2% 4% Others 0% 50% 100% Base : All businesses not having businesses paid mobiles 606 21

22. Mobile Telephony Usage (1) Majority of businesses pay for multiple mobile services for employees. International Roaming 58% Blackberry Packages 48% iPhone Packages 14% Data bundles (see Etisalat and du website for examples) 9% Bulk SMS 7% 0% 10% 20% 30% 40% 50% 60% 70% Base: All businesses with mobile service users -894 22

23. Mobile Telephony Usage (2) 87% of calls originated from mobiles are for domestic calls, of those 65% are terminated on a mobile network (i.e. to another mobile phone within the UAE). The majority of the SMSs are sent to local numbers in the UAE with average of 7 SMSs per day Average number of calls originated from Mobile per day Types of SMSs sent Calls to another mobile phone in UAE 109 International 16% Calls to fixed line phone in UAE 58 International calls 24 UAE 84% 0 50 100 150 Base: All businesses with mobile service users -894 23

24. Mobile Telephony Usage (3) 12% of businesses have switched from one mobile operator to another. Most (93%) of the businesses have said that price was a reason for them to switch mobile operators. Switch from one mobile operator to the other Reasons for switching mobile operators The other operator had lower prices 93% Other operator was offering a promotion 40% Yes 12% I was unhappy with level of customer service I was receiving 8% The other operator had better mobile coverage No 86% 3% Don't know 2% 1% Due to the network problem 3% Others 0% 20% 40% 60% 80% 100% Base : All businesses with mobile service users and switched to other operators 102 24

25. Mobile Telephony Usage (4) 52% of businesses said it was fairly easy to switch their mobile operator. Ease in switching mobile operators for businesses Not very easy 16% Fairly easy 52% Very difficult 3% Very easy 29% Base : All businesses with mobile service users and switched to other operators 102 25

26. Mobile Telephony Usage (5) The majority of the businesses were not interested in changing their calling patterns to take advantage of promotions offered by service providers. Changing mobile calling patterns to take advantage of promotions Sometimes 30% Always 5% Never 65% Base: All businesses with mobile service users - 894 26

27. Mobile Telephony Spending 64% of businesses using mobile phones spend over AED 1,000 per month on Mobile Telephony services. Domestic calls account for almost 80% of the total mobile expenses. Business monthly spending on Mobile Telephony Breakdown of call expenses for Mobile Calls AED 150 or less 3% AED 151-300 5% International 21% AED 301-500 11% AED 501-1000 18% AED 1001-3000 24% Domestic 79% AED 3001-5000 12% AED 5001 or more 28% 0% 10% 20% 30% 40% 50% Base: All businesses with mobile service users - 894 27

28. International Services 28

29. International Services - Top 10 Destinations from a Mobile Phone Mobile Top 10 destinations Transport & Communication Destination Total Agriculture Construction Financial Industrial Services Trade 29% 4% 19% 6% 16% 21% 26 % 9% India 7% 0 14% 18 % 14% 25% 18% 10% UK 7% 2% 11% 0 28% 17% 28% 15% Saudi 5% 3% 19% 6% 19% 11% 25% 17% Oman 5% 0 23% 9% 9% 20% 26% 14% USA 5% 0 29% 7% 23% 10% 23% 10% Qatar 5% 3 % 10% 13% 26% 13% 13% 23% Pakistan 4% 0 4% 0 21% 0 75% 0 China 3% 5% 5% 5% 16% 11% 42% 16% Germany 2% 0 36% 7% 14% 14% 14% 14% Egypt 29

30. International Services Top 10 Destinations from a Fixed Telephone Fixed Telephone Top 10 destinations Transport & Communication Total Destination Agriculture Construction Financial Industrial Services Trade 28% 23% 6% 16% 23% 21% 8% 3% India 7% 10% 6% 28% 24% 18% 13% 1% Saudi 6% 18% 15% 16% 27% 16% 8% UK 0 15% 0 29% 18% 29% 9% Oman 6% 0 6% 21% 6% 25% 15% 19% 13% Qatar 2% 13% 0 21% 6% 47% 11% China 5% 2% 13% 13% 19% 15% 21% 17% Pakistan 5% 2% 23% 9% 7% 23% 21% 14% USA 5% 2% 6% 3% 12% 6% 62% 9% Iran 4% 3% 32% 9% 5% 32% 9% 14% Egypt 2% 0 30

31. International Services Usage & Spending Businesses spent 21% of total mobile expenses on international calls, whereas 18% was spent from fixed telephony on international calls. 25% of Businesses were not aware of the carrier selection service. Percentage of International calls expenses from Fixed & Mobile Average of number of International calls per week International Calls From Fixed per week International Calls Expenses From Fixed 143 18% International Calls From Mobile per week International Calls Expenses From Mobile 146 21% 140 142 144 146 148 15% 20% 25% Not aware of service, 25% Carrier Selection usage for International calls No, 66% Yes, 9% 31

32. Internet Services 32

33. Internet Services Subscription (1) 92% of businesses had an internet connection. Etisalat was the single largest provider of internet services in the business sample. Business with Internet Access Distribution of Internet Subscriptions by Provider Both 3% Etisalat 93% No 8% Yes 92% du 4% Base: Businesses with internet connection 1385 33

34. Internet Services Subscription (2) 94% of businesses have fixed broadband internet & 55% of them are on speeds of 2Mbps or less. Types of internet connections Businesses by Broadband speed 256 kbps 5% Fixed Broadband 94% 512 kbps 22% 1 Mbps 18% Mobile Broadband 9% 2 Mbps 10% 3 Mbps 1% Dial-up 7% 4 Mbps 9% Internet dedicated access 8 Mbps 6% 5% 16 Mbps 4% 24 Mbps 2% Leased lines 3% 30 Mbps 2% 40 Mbps 5% Others 6% 100 Mbps 13% 0% 50% 100% Don t know 2% 0% 10% 20% 30% 40% 50% Base: Businesses with internet connection 1385 34

35. Internet Services Subscription (3) 47% of subscribers were on a 12-month contract for their internet package Dial-up was used by many businesses as a back up to broadband . Reasons for having Dial-up and Broadband internet subscriptions Subscription contract signed with a minimum period Have dial-up as backup for Broadband 33% Don't know 18% Dial-up was free with BB connection 19% If travelling we can view mails 6% Yes 47% Email account / we are getting email account free with dial-up connection 5% No 35% It's required for our company 5% Want to limit our expenses 3% 0% 5% 10% 15% 20% 25% 30% 35% 35

36. Internet Services Subscription (4) Intention to switch to Broadband within 6 months For organizations with only a dial-up connections the expense of broadband was an important issue. Yes 13% Don't know 37% 17% of organizations said they would switch to broadband if the price of a broadband service fell. No 50% Factors that may cause a switch from dial-up to broadband Reasons for having a dialup connection only Dial-up meets my Internet needs A reduction in the price of broadband services 43% 17% 30% Broadband is too expensive Improved quality of services 13% Dial-up connection received free from Etisalat More information on broadband services 17% 10% Don t know enough about BB to understand benefits 10% Nothing I do not want to switch to broadband 7% 3% Other Others 3% 0% 50% 0% 10% 20% Base: Businesses with dial-up connection 30 36

37. Internet Services Subscription (5) Half of the businesses without internet access reported that they don t have an internet connection because it is not required for their business. 50% It is not required for the business 10% The cost is too high 7% Have free access to the Internet 7% Don t want staff mis-using the Internet 3% Don t know how to use the Internet 1% Operator failed to give connection 1% The procedure is lengthy 1% Lack of relevant content in preferred language 0% 20% 40% 60% Base: Businesses who do not have an internet connection 115 37

38. Internet Services Usage (1) 44% of employees routinely use a computer at work. 46% routinely access the internet. Employees routinely use Computer at work Employees routinely use Internet at work No 56% No 54% Yes 46% Yes 44% Base: Businesses with internet connection 1385 Base: Businesses with computer 1460 38

39. Internet Services Usage (2) Sending/receiving emails followed by obtaining information were the most popular usage of the internet. The majority of websites accessed where English language websites. Internet activities during last month Sites visited by language 99% Sending or receiving email Getting information about goods or services 71% Getting information from government organizations 58% 56% Internet banking Posting information or instant messaging 50% Arabic based sites 12% Interacting with government agencies 42% English based sites 85% 40% Providing customer services Other language based sites 3% 28% Accessing other financial services 13% Internal or external recruitment 8% Staff training 8% Delivering products online 0% 50% 100% 39

40. Internet Services Usage (3) Language of the business s website 70% of businesses had a website. Of these 21% used the .ae domain. English and Arabic 20% The majority of these websites were in English only with 20% being in English and Arabic. Arabic Only 1% English only 79% Activities business uses website for Types of web presence of the Business Website with another domain (e.g. .com , .net , etc.) Provide product/service information to customers 53% 94% 23% Website with a .ae domain 85% Communication with customers 20% Don t have a web-site 64% Engage in advertising/marketing Don t have a website but intend to get one in next 12 months 4% Engage business transactions with customers 44% 1% Don t know 3% Market research 0% 20% 40% 60% 0% 50% 100% Base: Business with website presence 1044 40

41. Mobile Internet 41

42. Mobile Internet Subscription and Usage (1) Mobile internet was mainly accessed from a mobile phone. Businesses with both Mobile and Fixed Broadband spend 80% of time on internet using Fixed Broadband and 20% using Mobile Broadband. Proportion of time internet is accessed using Mobile Internet compared to Fixed Internet services Devices used to access Mobile Internet 71% Mobile phone Mobile Broadband 20% 35% PC with data card Fixed Broadband 80% 5% Don t know 0% 50% 100% Base : All businesses who have mobile broadband connection 119 42

43. Mobile Internet Usage (2) Sending/receiving emails followed by general browsing were the most popular usage of mobile internet. 47% of businesses said a reduction in price will lead to great usage of mobile internet Factors Leading to Use Mobile Internet More Often Mobile Internet Activities 91% Checking or Sending email Reduced prices of Mobile Internet 47% 65% General Internet browsing 55% Instant messaging 38% Improved Download Speeds 50% Working from home Watching or listening to streaming services e.g radio 34% No change in Pattern 10% 5% On-line shopping 12% Improved Internet Contents 5% Others 0% 20% 40% 60% 80% 100% 0% 20% 40% 60% Base : All businesses who have mobile broadband connection 119 43

44. Network and Advanced Services 44

45. Networks & Advanced Services 92% of businesses had some type of advanced network service. Of these 85% had a local area network (LAN) and 14% used domestic leased lines. Types of Networks Advanced Telecommunication Services 14% Domestic leased line services LAN (Local Area Network) 85% 12% Internet Dedicated Access 9% Virtual Private Networks Intranet 24% 8% Toll free 800 numbers 6% International leased line services Extranet 5% Managed WAN services 8% 3% SMS Broadband Services 3% Managed Ethernet services Don't know 10% 3% Satellite services (e.g. VSAT) 0% 50% 100% 2% ATM 0% 5% 10% 15% 20% 25% 30% Base : Businesses with networks 1385 45

46. E-Commerce 46

47. E-Commerce Online Purchases 11% of businesses made purchases online. Of those businesses who made purchases online, purchasing through a website was the most prevalent. Modes of Online Purchases Purchases We do not make purchases online 83% Web sites 13% Specialized Internet market places (e.g. eBay, Dubizzle, etc.) Offline 89% 4% Online 11% EDI over the Internet 2% Extranets 1% Internet-enabled mobile phones 1% 0% 20% 40% 60% 80% 100% Base : All businesses 1500 47

48. E-Commerce Online Sales Only 5% of businesses had online sales. Of those businesses who had online sales, sales thorough their website were the most prevalent Modes of Online Sales Sales We do not make online sales 90% Web sites 7% Specialized Internet market places (e.g. eBay, Dubizzle) 2% Offline 95% Online 5% Extranets 2% EDI over the Internet 1% Internet-enabled mobile phones 1% 0% 50% 100% Base : All businesses 1500 48

49. Consumer Satisfaction 49

50. Satisfaction (Fixed Telephony) 20% of businesses were dissatisfied with national call prices while 11% were dissatisfied with customer service quality Satisfaction with Fixed Telephone Services 100% 90% 87% 79% 80% 75% 58% 60% 40% 22% 20% 17% 20% 14% 11% 10% 8% 4% 3% 2% 0% Overall Fixed Line Services Price of National Calls from Fixed Quality of Customer Service -Fixed Quality of the Network Choices of Services Made Available of Fixed Line Satisfied Neither Satisfied nor Dissatisfied Dissatisfied Base: All businesses with fixed telephone service -1481 50 50

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