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

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

The Future of Digital Government

Services in the era of Smart CitiesAgenda:

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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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


Citizens priorities and needs for

government services

Source: Accenture digital gov report

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.


The Digital Journey of Governments

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


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)

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".

Digital Government Service delivery

to support smart cities initiatives

Citizen-centric

Citizen portals

Contact centers

Citizen service mobile apps

Citizen identity

Social engagement

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


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


Governments needs to be:

• More organized

• Forward-looking and innovative

• adaptable

8 key drivers shaping the future of

Government service delivery

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•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 customersGovernment 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 capabilityTechnology enablement

• Rise of the customer service professional, and Learning and re-learning

•New ways of recruiting, organizing and developing service-focused professionalsService 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

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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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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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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Thank You


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

Government & Nonprofit

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