The future of digital government services

Enabling Digital Economic Growth

Dr. Saeed Al Dhaheri@DDSaeed

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CIOs Round Table Discussion, Dubai, April 21 2015

Agenda

• The Changing Role of Government

• Overview of Digital Government

• IT Strategy vs. Digital Strategy

• Drivers and trends shaping government services

• Implications to Public Service Managers (or CCOs)

• Implications to CIOs

©2015 Smartworld. All rights reserved. 2CIOs Round Table Discussion, Dubai, April 21 2015

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

©2015 Smartworld. All rights reserved. 3

Social Networks & Open Data• Crowdsourcing• Co-Creation of service


Towards Digital Government


1 G

2G

3G• Digital Government is a journey from e-gov to smart gov and beyond

• Digital government is government designed and operatedto take advantage of digital data in optimizing, transformingand creating government services. [Gartner]

• leverages principles developed earlier to form new businessmodels and partnerships between public, nonprofit andprivate sectors — based on digitalization and data-centric services.

• The digital landscape: a mix of different channelsincluding social networks, websites, smart phonesand tablets, smart TVs, and Kiosks


Why Digital Government

• Clear links between digitalization and economic growth, competitiveness and innovation

• Forward looking governments are looking to adapt and experiments with new service models

• Citizens Demands: 86% of citizens expect government to provide equal or better services than the private sector

Accenture Global Service Pulse Survey

• 76 percent of citizens in the UAE are highly interested in increasing their digital interaction with government, and 86 percent want to access digital public services through their mobile devices

• “…The UAE performed exceptionally well in the overall citizen experience scores, as it demonstrated a commitment to being responsive and engaged with their citizenry.”

From Accenture report: Digital Government: Pathways to delivering public services for the future

• It is not about apps but more about customer journey and overall service experience


Digital Strategy does not equal IT Strategy

• Digital strategy Maximizing digital opportunities for your services

initiative

• Digital Strategy helps you map out your business’s future

• Is a business answer to a digital question

• How should public services be designed in an increasingly digital world

• Focus on outcomes

• Focus on increasing digital density: connections between people, places, information and things


Governments should embrace digital-first strategy


• Government CIO’s must flip from legacy-firstto digital-first

• Legacy technology is an obstacle to agility andquick solution delivery

• CIO’s must change approach from the inside-outperspective of legacy constraint to the out outside-inview of citizen experience

• Challenge: IT budget always declining

• Cloud is the first choice for small CIO’s for new projects


Forces shaping Government Services

• Rising customers expectations more customer-centric ways

• Increasing fiscal pressures

• New technologies enabling new ways of communications


Demanding a “new era” of gov service delivery and providing innovative approaches to connect with and serve customers

Rising Customers expectations• Expecting cutting edge service delivery

platforms• More customer-centric approach• Implications on the resources to meet

customers expectations


8 key drivers shaping the future of Government service delivery


Drivers and Trends


• These provide perspective on whereGov. service delivery is headed and what is needto be done


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


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

• Embrace agile development strategy


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

• 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



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The future of digital government services