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Critical insight about smart government initiatives in the gcc countries

This presentation was presented during the 20th GCC e-Government and e-Services Conference. The presentation covers smart government and smart cities concepts and definitions. It also explains the need for smart governance operating framework and covers the m-government and smart government initiatives in the GCC countries.

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Critical insight about smart government initiatives in the gcc countries

  1. 1. mofauae mofauae mofauaewww.mofa.gov.ae @mofauae The Journey to Smart Government in the GCC Countries: A critical insight Dr. Saeed Al Dhaheri Advisor, Information Systems 20th GCC e-Government and e-Services Conference
  2. 2. 2 The Journey to Smart Government in the GCC Countries: A critical Insight Agenda  e-Government Evolution  Smart Government: Concepts and Definition  Smart Governance Operating Framework  Comparison between smart city and smart government  Smart government maturity model  Enabling Technologies  Efforts in the GCC region to embrace smart government  Recommendations
  3. 3. 3 e-Government Evolution IT evolution in government 1 G e-Gov 2G e-Gov 3G
  4. 4. 4 Smart Government: concept and definition  Smart Government: an administration that applies and integrates information, communication and operational technologies to planning, management and operations across multiple domains, process areas and jurisdictions to generate sustainable public value Source: Gartner  The implementation of a set of business processes and underlying IT capabilities that enable information to flow seamlessly across gov agencies and programs to become intuitive in providing high quality citizen services across all government activity domains Source: IDC  S.M.A.R.T (world bank definition)  Social: citizens and civil society participate and co-create with government  Mobile: engage with citizens and deliver info & services using mobile devices anytime and anywhere and using cloud computing at the back-end  Analytics: using big-data analytics to drive policy action  Radical-openness: Open by Default to engage citizens in co-creating and allow businesses to use data to innovate new services  Trust: effective cybersecurity so services are resilient, available and protect privacy
  5. 5. 5 Smart Government: concept and definition  Focus: mobile (smart phone) as the most convenient delivery channel  m-government and smart government is used interchangeably  Mobile is one part but Customer eXperience (CX) more matters  Customer experience – has 3 levels  Functional: Do you have what customers need  Accessible: how easy to do business with you?  Emotional: how customers feel when they make business with you?  Each country defines it their own way  Tiers and domains of smart government  city/state/federal tier  domain: transportation/health care/education/ energy/…/  The term "smart" is so overused that it has become almost meaningless
  6. 6. 6 Smart Governance Operating Framework  Smart governance operating framework: to support event capture and processing, information exchange and analysis, user interface, and interoperability  Facilitates interoperability of different vertical applications  Supporting new ways to analyze info across tiers  Supporting integration of operational technologies
  7. 7. 7 Comparison between smart city and smart government Smart City Smart Government Main drivers Economic development, competitiveness and environmental sustainability Public value with particular reference to efficiency and financial sustainability Geographical & Vertical Focus Focus on multiple domains in one tier (city) Focus on one or multiple domains and multiple tiers Technology coverage look to connect city systems to create a system of systems based on ICT and instrumentation infrastructure and Smart Government practices focus on the business processes and technologies that ensure seamless information flow across government Roles Private stakeholders, enterprise and technology service providers, public private partnerships, vertical sectors Government organizations, in any tier, in a service provider, regulator, buyer or consumer capacity Approach Mostly top-down (lead by prime minister office) Mostly bottom-up (lead by necessity) but occasionally top-down  Both use innovation in social media, mobility, Big data/analytics, and cloud computing to improve service delivery to citizen  Both require smart governance operating framework
  8. 8. 8 Smart Government Maturity Model Model borrowed from IDC
  9. 9. 9 Technologies to deliver smart government & drive innovation in the public sector Gartner: nexus of Forces IDC 3rd Platform The Nexus of Forces “is the convergence and mutual reinforcement of social, mobility, cloud and information patterns that drive new business scenarios.” - Gartner
  10. 10. 10 Technologies to deliver smart government & drive innovation in the public sector Value Challenge Cloud  Cost efficiency and optimization  Standardization and automation  Agility and speed  Adaptability  Security  Change management  New skills and competencies  Culture issues Mobile  Workforce productivity  Information access  Customer engagement  Improve service delivery Social Media  Collaboration and increased productivity  Customer engagement  Customer insight Big Data  Decision support  Information management & reach  Real-time information access
  11. 11. 11 Smart Government Efforts in the GCC Countries
  12. 12. 12 m-Government in Bahrain  m-Gov efforts exists but no formal program  eGovernment app store  Around 25 apps and 164k downloads  Covers gov services and utilities  New approach: services combined and offered through one app  SSO and other features (alerts,,,etc)  Under e-government initiative  Awards: Best app for smart devices award
  13. 13. 13 m-Government in Saudi Arabia  Although high smart phone penetration but m-gov adoption in early phase  No formal smart gov program exists  Multi-channel service delivery part of the 2nd gov action plan  Mostly SMS service and some apps for smart phones  No national awards in m-gov Yesser 2nd e-gov action plan
  14. 14. 14 m-Government in Qatar  m-gov exists but no formal program  20 apps (10 apps for Gov services)  Some SMS services  No formal smart Gov program exists  Mobile portal  Qatar National ICT Master plan 2015  No multi-channel service delivery  No national awards in m-Gov
  15. 15. 15 m-Government in Oman  m-gov exists but no formal program  Mobile portal  Gov app store but only for Android platform  Around 28 apps (13 gov apps)  SMS services  No formal smart gov program  eOman Strategy  No national awards in m-Gov
  16. 16. 16 m-Government in Kuwait  m-gov exists but no formal program  Gov portal not responsive design  Gov portal app exists  30+ apps (20 gov apps)  No formal smart government program  No national awards in m-Gov
  17. 17. 17 m-Government in UAE  Formal program exists with clear mandate  Higher committee for m-gov  m-gov road map  m-gov guidelines  Mobile Gov portal and most of gov websites  Gov app store  More than 100 gov apps  m-Gov awards  Best m-gov service awards  ME e-gov and e-services excellence awards  Issue with the naming convention  m-Gov = ‫الذكية‬ ‫الحكومة‬  Smart Gov Program exists in Dubai and Abu Dhabi
  18. 18. 18 Smart Government and Smart City: the Case of Dubai  Dubai Smart city strategic plan  3 years plan  Holistic and Integrated approach  6 pillars and 100 initiatives  Transport, Communications, Infrastructure  Electricity, economic services, urban planning  Converting 1000 gov services into smart services  Focus on smart phones as a channel for service delivery  Leadership: under supervision of the crown prince  Higher Committee reports to Sheikh Mohammed  Public-Private Partnerships  Dubai gov Initiative 2021 launched during 2nd Gov Summit  Dubai e-gov department renamed Dubai smart Gov “Our ambitions is that this project touches the life of every individual in our country, or every mother in her house, or employee in his work or investor in his project, or a child in his school or a doctor in his clinic; our goal is to achieve a happier life for all and we ask God to help us achieve this .“ H.H. Sheikh Mohammed Bin Rashid Al Maktoum Vision: Seeks to create a new environment for the life of people in Dubai
  19. 19. 19 Smart Government and Smart City: the Case of Dubai  Connected gov approach  Standards and guidelines  eService delivery excellence model  Smart gov hosting standards and policies  Dubai smart government program  MyID: is a SSO for all e-services (17000 users)  Integrating National ID for authentication  Partnership with private sector such as universities
  20. 20. 20 Smart government in the GCC Countries: Current reality  Smart phone penetration in the GCC is among highest in the world  penetration crossed the 50% threshold early last year.  42% of all searches conducted are on smart phones  All GCC countries have m-government initiatives but most countries lack policy and guidelines with the exception of the UAE  Lack of formal smart government programs in GCC countries except for the UAE  Adoption of new enabling technologies (cloud computing, big data and social networking in the enterprise) is very limited  Regional GCC m-government awards good thing  m-gov award of the GCC governments  Best m-gov service awards (UAE)  ME e-government and e-services excellence awards
  21. 21. 21 GCC Cooperation in Smart Government  GCC Guidelines strategy for e-government as approved by the GCC Supreme Council in the 34th GCC Summit  Approved set of joint initiatives between the GCC countries  Citizens-focused: Strengthen the role of e-government in the provision of services provided to GCC citizens  Multi-channel service delivery for identified shared services  Single GCC portal for the shared services  UAE efforts to drive cooperation in smart government  GCC ICT Ministers Forum during the 2nd gov summit 2014  Recommendations focused on set of e-government initiatives during the 3rd e-gov conference in Dubai
  22. 22. 22 Recommendations  GCC Countries should establish Policy and guidelines to drive m/smart Gov adoption  Leadership sponsorship is a must  Establish Smart Government Operating Framework to ensure interoperability  Strengthen cooperation between GCC Countries in smart government  Establish national awards in m/smart government in GCC countries to creative incentives  GCC Governments need to embrace new technologies (cloud, Big Data, Social Networking) to enable smart government