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The future of digital government services in the era of smart cities

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This presentation was made for the 21st GCC smart government and smart cities conference that was held in Dubai from 16-19 May 2015. It covers the new trends in digital government service delivery and impact on CIO's. the move towards digital government in the GCC was also highlighted.

Publicada em: Governo e ONGs
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The future of digital government services in the era of smart cities

  1. 1. The Future of Digital Government Services in the era of Smart Cities By: Dr. Saeed Al Dhaheri @DDSaeed 21st GCC Smart Government and Smart Services Conference, 16 -20 May 2015, Dubai
  2. 2. The Future of Digital Government Services in the era of Smart Cities Agenda:  How is the role of government is changing?  What are the Citizens priorities for government services?  Towards Digital Government  Smart cities and digital governance  What are the drivers and trends shaping future government services?  Implications to Public Service Managers (or CCOs)  Implications to CIOs 2 21st GCC Smart Government and Smart Services Conference, 16 -20 May 2015, Dubai
  3. 3. The Role of Government is Changing  From a passive service provider  a collaborator and facilitator, and from problem solver  solution enabler Collaboration between Gov departments is becoming more important  Drivers:  Demographic: Mega City trends, increased global migration and mingling of cultures leads to truly global citizens  Economic: increased urbanization, rising standard of living, digital consumers  Technological: IoT/IoE, analytics and big Data, Drones, smart devices and smart machines,,,etc  Societal: Hyper connected, digital life style, more citizens and orgs contribute to societal change 3 • Social Networks & Open Data • Crowdsourcing • Co-Creation of service 21st GCC Smart Government and Smart Services Conference, 16 -20 May 2015, Dubai
  4. 4. Citizens priorities and needs for government services Source: Accenture digital gov report
  5. 5. Towards Digital Government 5 1 G 2G 3G • Digital government is the most recent phase of governmental evolution, which has been made possible by the advent and maturity of a nexus of mobile, social, information and cloud techs, supplemented — where it makes sense — by the Internet of Things. • taking advantage of digital data in optimizing, transforming and creating government services. [Gartner] • leverages principles developed earlier to form new business models and partnerships between public, non profit and private sectors — based on digitalization and data-centric services. 21st GCC Smart Government and Smart Services Conference, 16 -20 May 2015, Dubai The Digital Journey of Governments
  6. 6. What is a smart city? “Cooperation matters more than technology”  No one definition for smart city –> depends  Smart cities are based on the principle of information and data exchange between different sectors of a city  Information management and aggregation + services + applications  satisfy citizens perception of the quality of life and work environment  ITU identified core themes for Smart Sustainable Cities SSC: 1) Society 2) Economy 3) Environment 4) Governance 21st GCC Smart Government and Smart Services Conference, 16 -20 May 2015, Dubai
  7. 7. Smart Cities… “Smart City as a high-tech intensive and advanced city that connects people, information and city elements using new technologies in order to create sustainable greener city, competitive and innovative commerce and increase life quality with a straightforward administration and maintenance system of city” (Barcelona City Hall, 2011) The main aim is to provide better connections and increase cooperation between the emirate and its residents. It promotes the use of government facilities using the largest possible number of smart applications. Dubai Smart City “The use of Smart Computing technologies to make the critical infrastructure components and services of a city —which include city administration, education, healthcare, public safety, real estate, transportation, and utilities — more intelligent, interconnected, and efficient.” (Forrester, 2011) “A smart city is based on intelligent exchanges of information that flow between its many different subsystems. This flow of information is analyzed and translated into citizen and commercial services. The city will act on this information flow to make its wider ecosystem more resource-efficient and sustainable. The information exchange is based on a smart governance operating framework designed for cities sustainable.” (Gartner, 2011) “Amsterdam Smart City uses innovative technology and the willingness to change behavior related to energy consumption in order to tackle climate goals. Amsterdam Smart City is an universal approach for design and development of a sustainable, economically viable program that will reduce the city’s carbon footprint” (Amsterdam Smart City, 2009)
  8. 8. Smart Cities… ITU Definition "A smart sustainable city is an innovative city that uses information and communication technologies (ICTs) and other means to improve quality of life, efficiency of urban operation and services, and competitiveness, while ensuring that it meets the needs of present and future generations with respect to economic, social and environmental aspects".
  9. 9. Digital Government Service delivery to support smart cities initiatives  Citizen-centric  Citizen portals  Contact centers  Citizen service mobile apps  Citizen identity  Social engagement
  10. 10. Governments should embrace digital-first strategy 10 • Government CIO’s must flip from legacy-first to digital-first • Legacy technology is an obstacle to agility and quick solution delivery • CIO’s must change approach from the inside-out perspective of legacy constraint to the outside-in view of citizen experience 21st GCC Smart Government and Smart Services Conference, 16 -20 May 2015, Dubai
  11. 11. Forces shaping Government Services  Rising citizen expectations  more citizen-centric ways  Increasing fiscal pressures  New technologies enabling new ways of communications  Improve quality of citizen interaction  Ease of access  Potential to lower cost 11 Demanding a “new era” of gov service delivery and providing innovative approaches to connect with and serve citizens and residents Rising Citizen expectations • More citizen-centric approach • Citizens demand greater involvement, personalization and mobility • Expecting cutting edge service delivery platforms 21st GCC Smart Government and Smart Services Conference, 16 -20 May 2015, Dubai Governments needs to be: • More organized • Forward-looking and innovative • adaptable
  12. 12. 8 key drivers shaping the future of Government service delivery 12 21st GCC Smart Government and Smart Services Conference, 16 -20 May 2015, Dubai •Made for me , seamless omni-channel and Phygital •The Shift from individual touch points in favor of a full spectrum of customer journey, and maximize the level of integration between the physical and the digital world. Example: Customer Experience Lab of Dubai smart Gov Customer experience Strategy •Digital by Default, the human element, and bridging the digital divide •Ensuring services are delivered in a simple, most user-friendly and efficient way for customers Government access across channels •Authentication, consent models, and cyber security •Adoption of secure account tech, consent models, and new cyber security measures to mitigate privacy threats. Example: MyID in Dubai Smart Gov Privacy protection • Analytics, Cloud computing, Mobile, and Social Networking •Leverage analytics, cloud computing, social networking tools to improve service delivery capability Technology enablement • Rise of the customer service professional, and Learning and re-learning •New ways of recruiting, organizing and developing service-focused professionals Service Staff Culture • Innovation Labs, Rapid Prototyping, and Entrepreneur-in-residence •Fostering a culture of innovation by bringing together a diverse set of stakeholders to rapidly prototype and scale customer-centric ideas. Example: Center of Digital Innovation (CoDI) Lab in UAE Fostering Solution oriented innovation •G2G collaboration, Open-data, and crowdsourcing •The evolving role of a government from a passive service provider to a collaborator and facilitator Government collaboration • Nudging •Changing service delivery focus from inputs, outputs and activities towards outcomes – making services more impactful and meaningful for customers Outcome by design Source: Deloitte Drivers Trends
  13. 13. Implications to Public Service Managers  Know your customer  Build digital channel capabilities  Privacy is non negotiable  Understand your technology opportunities  Invest in people  Commit to service innovation  Partnerships and networks  Ensure service solution to have an outcome focus 13 21st GCC Smart Government and Smart Services Conference, 16 -20 May 2015, Dubai
  14. 14. Implications to CIOs  CIOs need to identify relevant trends and assess their impact, invest in developing selected capabilities, and piloting different approaches  Institutionalize service innovation  Customer demands evolves, service expectations change and technology constantly brings new possibilities  Services need to be examined periodicaly and refreshed, e.g. service innovation lab  Personalize the customer experience  Based on insight from customer behavior and analytics that will give insight to bring new service possibilities  Open up your data  Simplify service delivery: improve processes to make services more pleasing and easy to use  Develop and build your IT skills and capabilities  Embrace agile development strategy 14 21st GCC Smart Government and Smart Services Conference, 16 -20 May 2015, Dubai
  15. 15. Further readings  Service Delivery Trend Outlook: The Potential Future of Government Customer Service Delivery, Deloitte Report, The Government Summit Thought Leadership Series, February 2015  Digital at Depth: Digital Technologies at the Heart of Public Service Transformation and as a Catalyst for Economic Growth and Innovation, Accenture Report, The Government Summit Thought Leadership Series, February 2015  Digital Government: Pathways to delivering public services for the future, Accenture Report, The Government Summit Thought Leadership Series, February 2014  Gartner Says Government CIOs Must Flip from “Legacy First” to “Digital First”, Gartner Press Release, April 2015  Digital Government Key Initiative Overview, Gartner, April 2014 15 21st GCC Smart Government and Smart Services Conference, 16 -20 May 2015, Dubai
  16. 16. 16 Thank You 21st GCC Smart Government and Smart Services Conference, 16 -20 May 2015, Dubai

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