This presentation was made for the UAE CIOs round table discussion event in Dubai and sponsored by CNME, HUAWEI and Smartworld. It presents overview of digital government and drivers and trends that are shaping the future government services and implications to the public service managers and CIOs.

1. Enabling Digital Economic Growth
Dr. Saeed Al Dhaheri
@DDSaeed
Made for me
Self-service
Digital by Default
Phygital
One stop shop
Service innovation Open Data
Big Data Analytics
CIOs Round Table Discussion, Dubai, April 21 2015

2. 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
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CIOs Round Table Discussion, Dubai, April 21 2015

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
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Social Networks & Open Data
• Crowdsourcing
• Co-Creation of service
CIOs Round Table Discussion, Dubai, April 21 2015

4. Towards Digital Government
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1 G
2G
3G• Digital Government is a journey from e-gov to smart gov and
beyond
• Digital government is government designed and operated
to take 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, nonprofit and
private sectors — based on digitalization and
data-centric services.
• The digital landscape: a mix of different channels
including social networks, websites, smart phones
and tablets, smart TVs, and Kiosks
CIOs Round Table Discussion, Dubai, April 21 2015

5. 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
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CIOs Round Table Discussion, Dubai, April 21 2015

6. 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
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CIOs Round Table Discussion, Dubai, April 21 2015

7. Governments should embrace digital-first strategy
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• 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 out outside-in
view of citizen experience
• Challenge: IT budget always declining
• Cloud is the first choice for small CIO’s for new projects
CIOs Round Table Discussion, Dubai, April 21 2015

8. Forces shaping Government Services
• Rising customers expectations  more customer-centric ways
• Increasing fiscal pressures
• New technologies enabling new ways of communications
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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
CIOs Round Table Discussion, Dubai, April 21 2015

9. 8 key drivers shaping the future of Government service delivery
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CIOs Round Table Discussion, Dubai, April 21 2015

10. Drivers and Trends
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• These provide perspective on where
Gov. service delivery is headed and what is need
to be done
CIOs Round Table Discussion, Dubai, April 21 2015

11. 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
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CIOs Round Table Discussion, Dubai, April 21 2015

12. 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
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CIOs Round Table Discussion, Dubai, April 21 2015

13. 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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CIOs Round Table Discussion, Dubai, April 21 2015

14. ©2015 Smartworld. All rights reserved. 14
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CIOs Round Table Discussion, Dubai, April 21 2015