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.

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. 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
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21st GCC Smart Government and Smart Services Conference, 16 -20 May 2015, Dubai

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
21st GCC Smart Government and Smart Services Conference, 16 -20 May 2015, Dubai

4. Citizens priorities and needs for
government services
Source: Accenture digital gov report

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. 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. 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. 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. Digital Government Service delivery
to support smart cities initiatives
 Citizen-centric
 Citizen portals
 Contact centers
 Citizen service mobile apps
 Citizen identity
 Social engagement

10. 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 outside-in
view of citizen experience
21st GCC Smart Government and Smart Services Conference, 16 -20 May 2015, Dubai

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
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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. 8 key drivers shaping the future of
Government service delivery
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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. 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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21st GCC Smart Government and Smart Services Conference, 16 -20 May 2015, Dubai

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
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21st GCC Smart Government and Smart Services Conference, 16 -20 May 2015, Dubai

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
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21st GCC Smart Government and Smart Services Conference, 16 -20 May 2015, Dubai

16. 16
Thank You
21st GCC Smart Government and Smart Services Conference, 16 -20 May 2015, Dubai