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11-12-13
Innovation and Public Services Delivery: from NPM to Digital Era Governance
Dr Ahmed Badran Dr Ali Al Marri
Dr Bassem Younes
• MBRSG in brief. • Public sector reform: the
challenge. • Why to reform public
sector? • Administrative reform:
different approaches and one goal.
3
Outline….
Innovation and Public Services Delivery in Dubai: From E-government to Smart-governance
Dr Bassem Younes Dr Ali Al Marri
Dr Ahmed Badran
• What is Smart Government? • The E-Gov. Model: the Journey • E-government in Dubai:
excellence without limits. • E-transformation in Dubai:
from E-Gov. to Smart-Gov. • Looking into the future
3
Outline
"The leaders of tomorrow are our focus and the foundation of the future. Our duty is to advance their skills and knowledge to continually enhance
the quality of public administration.”
HH Sheikh Mohammed bin Rashid Al Maktoum
The Mohammed Bin Rashid School of Government (MBRSG) is a research and teaching institution focusing on public policy in the Arab world. Established in 2005 under the patronage of HH Sheikh Mohammed Bin Rashid Al Maktoum, Vice President and Prime Minister of the United Arab Emirates and Ruler of Dubai. MBRSG aims to promote good governance through enhancing the region’s capacity for effective public policy. Toward this goal, the MBRSG also collaborates with regional and global institutions in its research and training programs. In addition, the School organizes policy forums and international conferences to facilitate the exchange of ideas and promote critical debate on public policy in the Arab world.
3
Overview
4
Vision and Mission
Mission
“The Mohammed Bin Rashid School of Government is committed to the advancement of good governance in the Arab world by serving as a platform for the creation of applied research, the dissemination of best practice and the education of policy makers in the region”.
Vision “To be an internationally renowned research and teaching institution for government administration and public policy in the Arab world”.
Public sector reform: the challenge
• Public organisations worldwide are required to do more with less and to deliver via multiple parties using new and innovative arrangements.
• Is that feasible?
• Can public organisations deliver more services with less resources? If yes, what would be the impacts on service quality?
• How innovation in public services design and delivery might help?
Why to reform public sector organizations?
• Economic efficiency and cost effectiveness.
• Better coordination and cooperation among public organizations.
• Better public services to the citizen.
• More responsive, transparent and accountable public sector.
• Consumerism and achieving customer satisfaction.
Administrative reform: different approaches and
one end • Progressive public administration.
• Focus on public sector ethos.
• Providing uniform inclusive public services.
• No clear measurements or definition of services.
• Focus on processes rather than outputs or outcomes.
Administrative reform: different approaches and
one end • NPM approach.
• Different definitions to describe a new set of administrative practices.
• Major themes: disaggregation, competition, and incentivization.
• Output focused management. • Performance measurement via a clearly identified set of
criteria. • Supremacy of private styles managerial techniques. • Professionalism and managerial freedom. • Customer focused public administration. • Decentralization.
Administrative reform: different approaches and
one end • Post-NPM approaches: Public Value.
• The public sector is different!!
• Collective public value via collaboration in networked forms of organizations.
• Outcomes focused reforms.
Administrative reform: different approaches and
one end • Post-NPM approaches: Digital Era Governance.
• New Public Management Is Dead—Long Live Digital-Era Governance (Dunleavy et al. 2006)
• The focus… transformative change through technology.
• 3 main features:
• Reintegration.
• Needs-based holistic structures.
• Digitalization.
E-government and service delivery
• The utilisation of modern ICT technologies and web-based solutions to bring citizens and business closer to their governments.
• The aim is to provide easy access to government services using innovative ways and to increase interaction and stakeholders participation.
• Using ICT and web-based technologies will result in faster, more cost efficient and cost effective services, more comfortable, and more responsive public services.
E-government evolution
Phase 1 monologue
• Govs. make information available online for customers
• One way communication
Phase 2 dialogue
• Online availability of info
• Offering online services
• Customer can provide feedback
• 2-way communication
Phase 3 smart
• Smart and integrated apps for public services
• Services are available and accessible round-the clock
• Customers direct Gov.
Smart Government models
Government Government
Smart Government models
Government Business
Smart Government models
Government Citizens
E-government vs. smart-governance
• E-governance is more broader than e-government.
• E-governance goes beyond using ICT and web-based technologies to disclose info and provide services.
• E-governance transform the relationship between Gov. and citizens.
• E-governance allows more stakeholders participation in policy and decision-making
To recap….
• Innovation in public service delivery is a key to public sector reforms.
• All reform approaches aimed at better, more efficient and more cost effectiveness public services.
• The means to achieve these goals differed from using bureaucracies to NPM reforms and finally the digital era governance.
• The basic idea of DEG is that ICT and web-based technologies can further improve the performance of public organizations and enhance citizen participation.
• The DEG is now materializing in the case of smart-government applications in Dubai.
Innovation and Public Services Delivery in Dubai: From E-government to Smart-governance
Dr Bassem Younes Dr Ali Al Marri
Dr Ahmed Badran
• By instructions from
my brother HH
Sheikh Khalifa Bin
Zayed Al Nahyan,
UAE President, I
initiate the Smart Government.
What is S.M.A.R.T Government?
• “an administration that applies and integrates information, communication and operational technology with planning, management and operations across multiple domains, process areas and jurisdictions to generate sustainable public value which implies a change of focus in how technology is used and succeeded” (Gartner, 2010).
What is S.M.A.R.T Government?
[S] SOCIAL
[M] Mobile
[A] Analytics
[R] Radical Openness
[T] Trust
Dubai: a Smart Government for a Smart City
• What defines a smart city? Gartner (2010)
• Sustainable economic growth.
• Modern ICT infrastructure
• Efficient services provision to population
Dubai: a Smart Government for a Smart City
• According to the Dubai Economic Council 4.7% GDP growth was achieved in the second half of 2013.
• Modern ICT infrastructure: a secure unified government information network, sophisticated platforms and government resources planning.
• The 1st E-government in the region providing e-services to its customers.
The E-Gov. Model: the journey
UAE Federal e-Government Evolution
UAE Federal e-Government Evolution
• UAE is taking the lead in E-Gov. applications in the region since 2000.
• According to the latest Google study, the UAE is in the lead worldwide with 73.8% smartphone penetration rate in Q1 2013.
• UAE is ranked 7th in the world in providing E-Gov. services and expected to improve its position by moving to smart Gov. applications
UAE Federal e-Government Evolution
• According to the UN e-government development database the UAE is ranked 2 in south west Asia in providing E-Gov. services and expected to improve its position by moving to smart Gov. applications
E-government in Dubai:
excellence without limits
• More than 1500 services
Dubai E-Gov. Performance
Facts & Figures on Shared Services
Year
eService
KPI 2010 2011 2012
eSurvey
Total Number of completed Surveys
254 684 739
Total Number of responses to the completed
Surveys
34.597 60.950
ePay
Total Number of transactions 1.888.412 2.883.401 3.322.278
Total Number of Amount Collected 2.568.123.577 3.833.912.347 4.297.552.056
mPay
Total number of transactions 19.433 26.629 36.325
Total Number of Amount Collected 6.455.747 9.587.658 8.530.379
mDubai
Total Number of Push SMS Messages Sent
Successfully
72.980.586 77.902.942 87.584.393
Total Number of Pull Messages 91.754 133.279 129.767
Ask Dubai
Total Number of Inbound Calls to 700040000 206.266 183.078 172.018
Total Number of Answered Calls 196.201 174.264 166.385
Total Number of Outbound Calls 168 159 70
Total Number of handled E-mails 5.399 4.015 1.601
Total Number of handled Faxes 45 0 0
Total Number of Requested On-line Chats 262 181 107
Total Number of Answered On-line Chats 262 181 107
eHost
Total Number of hosted websites 15 13 16
eComplain
Total Number of Complaints 6880 6115 6.309
Sync
Total Number of Trade Licenses Processed 159.575 153.380 110256
eSuggest
Total Number of Suggest 17.114
* 2012 Statistics until end of December
From E-Gov. to Smart-Gov.
• “We have succeeded in promoting a modern concept of a creative e-government, and today we are proceeding towards a government which will provide its services via mobile phone, building on the fact that we have the best communications infrastructure in the world with nearly 14 million mobile phone subscribers, and an average of two mobile phones for each person,”
Dubai Smart-Gov. action plan
• The aim….
• “[…]is to make people's life more easy and achieve happiness for them” HH
Sheikh Mohammed bin Rashid.
• to make a “qualitative leap” in services to the public HH Sheikh Hamdan bin Mohammed.
Dubai Smart-Gov. action plan
• How?
• By reaching out to all groups of society regardless of their e-status and e-culture
• By making government services available 24/7/365.
• By making Gov. services accessible anywhere via smart ICT devices.
• By offering people the best public services round-the-clock
Dubai Smart-Gov. action plan
• When? • within 24 months from June 2013. • Method? • Competition to provide smartphone
applications for integrated and easy to use eServices.
• Resources? • The Information and Communication
Technology (ICT) Fund allocated Dh200 million in support of the mobile phone applications.
• ICT technical assistance and advice.
Dubai Smart-Gov. action plan
• Implementation? • 3 major tracks: • Activating all eServices via smartphone
apps; • Creating new mGovernment services; • Inviting government entities to devise
unified mobile strategies for transformation into smart government.
• New Legal and policy framework • Policy documents to be issued to secure
unified standards and defining smart services, implementation and planning guidelines, implementation policy, security guidelines and a delivery-excellence model.
Dubai Smart-Gov. in action
• MyID portal…. • The aim is to simplify login
procedures for customers via smart devices.
• One sign-on to all Gov. entities. • No need for individual registrations. • In phase 1 customers can access
over 50 services provided by 5 government entities.
• The project to be extended to include all Gov. departments.
• The portal facilitates the use of other e-services such as eSuggest, eComplain and mPay
Dubai Smart-Gov. in action
• A re-engineered mPay app…. • Dubai Smart Government
department revised mPay app to avoid the delay in customer payments and to make payments easier.
• The revised app is now fully integrated with all Gov. departments which makes paying bills faster and more convenient.
• The app had been downloaded 13,000 times from the iPhone and Android app stores.
• 53,000 transactions and Dh15 million in government fees collected through the app.
Dubai smart-Gov.
achievements • on 23 June 2013, Dubai Smart
Government (DSG) Department won an international award at the United Nations Public Service Awards.
• The award was given to DSG team for promoting electronic services across government bodies.
• According to the UN secretary general, Mr Ban Ki-moon, in his welcome message on the occasion of United Nations Public Service Day “the winners … have set an example in improving delivery, promoting accountability and that our innovative approach to public governance was building a better future for all."
Dubai smart-Gov.: the way forward
• The successful application of Dubai smart-Gov. requires:
• Change in Gov. mentality and ways of thinking
• Smart-Gove. Is about smart solution and smart formulas and not just smart apps.
• To become smart Gov. departments need to think smart rather than duplicating their existing websites.
• Moving towards a more Connected and integrated Gov. to deliver:
• Higher levels of benefits to customers • Integrated and comprehensive eServices • Seamlessly and efficiently transactions
must be conducted
Dubai smart-Gov.: the way forward
• Creating a customer focused Gov. • Customers awareness and education
about the new apps and how to use them.
• Gov. departments should be open for criticism and use customers’ feedback to improver their services.
• Gov. departments should communicate a strong message regarding system security to increase customers’ trust.
• Better coordination and cooperation is required among Gov. departments and between them and the private counterparts to develop integrated e-services apps.
Looking into the future
• The successful government is the one which goes to clients wherever they are and doesn't wait for them to come to it.
Looking into the future
• Today, we lay down the path to transform the Dubai Government from excellence government to future government that can achieve number one according to the aspirations of UAE’s leadership. We do not look forward to going international only, but also to making a qualitative leap in services provided to the public by Dubai government.
Conclusion
• Seeing is Believing
• In Dubai the future has begun.
• The aim is to create a world-class smart government for the 21st-century.
• Not just customer satisfaction but customer delight.
• We are open to share our experience and achievements with all parties.
• You are more than welcome to come to Dubai the smart city with a smarter government.
