Transformation of E-Government to M- Government

Transformation of E-Government to M- Government :

Challenges and Opportunities Dr. Usman Zafar Country Manager – MENA Usman.zafar@init.ae

Dubai, 11.12.2013

Transformation of E-Government to M- Government

]init[ in a Minute

Specializing in IT Solutions for Governments, Administrations, NGOs, Financial Institutions and Businesses since its Founding (1995)

Privately Held & Technology Independent

Over 400 Employees in five Departments:

Applications & Platforms

Consulting

Content & Media Services

Creative & Portals

Operations

Business Volume 2011: 50 Million Euro (thereof over 80% in public sector)

Certified Quality Management (ISO 9001:2000) and Certified IT Security Operations Management (ISO 27001)

Transformation of E-Government to M- Government

Clients and references

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Transformation of E-Government to M- Government

What‘s Going on in E-Government

Government Web Presence

Electronic Government

Smart Government

Full eSociety Integration

Information Systems eServices & Transactions

„Business Card“ Who we are

Contacts

Transformation of E-Government to M- Government

We live in a mobile world: everything, everywhere, at any time

Transformation of E-Government to M- Government

Internet usage worldwide

Source: http://www.smartinsights.com/

Transformation of E-Government to M- Government

Internet Penetration by Country

Top 10 countries in Middle East

Smartphone Penetration by Country

Source: http://www.go-gulf.com/blog/internet-usage-middle-east/

Transformation of E-Government to M- Government

It‘s A Long Way To The Top

Transformation of E-Government to M- Government

CeBIT, 7.03.2013 jan-lars.bey@init.de

Global Competiveness Handbook 2013/14

Published by the International Institute of Managing Development in Switzerland

Comparison of all nations in 19 different categories

Economic Performance

Management Practice

GDP per Capita

Government Efficiency

Top 10 rankings:

Results for UAE: Belongs to the countries with the highest development

In the Arabic World 2

Transformation of E-Government to M- Government

Location, 12/10/2013 name.surname@init.de

United Nations E-Government Survey 2012: E-Government for the People

„The rapid progress of the United Arab Emirates is a best practice case highlighting how effective e-government can help support development. With double the population and three quarters of the GDP per capita, the United Arab Emirates has achieved around the same level of online services as those offered in Norway, a global leader at the 8th position.”

Transformation of E-Government to M- Government

UN Survey 2012: Selected UAE Scorings

UAE now rank 28 in the E-Government Development

Index

UAE are highlighted as a top performer and rank 8 in

one-stop-government (“whole of government”)

UAE rank 12 in online service sophistication

Among South Korea UAE scores very high (100 %) for

the indicator “e-decision making”

(e.g.Government provides confirmation receipt on

citizen sent communication; Government provide

outcome on feedback received from citizens

concerning the improvement of their services)

Low medium scorings for the indicators e-information

(50%) and e-consultation (54%)

Transformation of E-Government to M- Government

Mobile Government

Transformation of E-Government to M- Government

Primary drivers of mGovernment

Source: European Journal of ePractice, Nr 17, 09/2012

Citizen Value

Technology Economy

mGovernment

• Voice, SMS, push, data • Devices and platforms • Cloud

• Cost reduction • Resource / process

efficiency

• Transparency • Participation • Shared governance

• Better decision-making • Better service provision • Better safety / security

Transformation of E-Government to M- Government

mGovernment service delivery

Informational Services

• Current government information

• Static content

• Regulation

• Emergency

• Register and report

• Vote

Interactive Services

• Engaging dialogue with government

• Sharing personal data

• Social media tools

• Location based technologies

Transactional Services

• Book appointments

• Buying bus or parking tickets

• Mobile signature

Integrated Services

• Combine services / data from different departments

Transformation of E-Government to M- Government

Benefits

Transformation of E-Government to M- Government

Improve administrative efficiency

Simplify complex operations

Focus on core functions and reuse of services

Provide device compliant interactions instead of static content

Transformation of E-Government to M- Government

Enhance participation and transparency

Involve users in decision making process

Extend known feedback channels

Take advantage of the "swarm"

Transformation of E-Government to M- Government

Increase closeness to citizens

Provide and receive bidirectional added value

Enable context-dependent approach

Push important content

Transformation of E-Government to M- Government

Foster economic development

Provide direct public services and other core services

Hold competitions to produce innovative solutions

Establish partnerships between public and private sector to share and transfer knowledge

Transformation of E-Government to M- Government

International Best Practices

Transformation of E-Government to M- Government

Presentation of statistical data (USA)

Key economic measures on employment, manufacturing, international trade, retail sales etc.

Transformation of E-Government to M- Government

CeBIT, 7.03.2013 jan-lars.bey@init.de

Customs & Travel App (Germany)

Interactive calculator to determine the quantity and value of free allowances

Transformation of E-Government to M- Government

Annual tax declaration (Sweden)

Swedish citizens are able to submit their tax returns via mobile phone

Transformation of E-Government to M- Government

CeBIT, 7.03.2013 jan-lars.bey@init.de

Mobile Election (Estonia)

Mobile phone as a secure electronic ID

The worlds first election via mobile phones in 2011

Transformation of E-Government to M- Government

CeBIT, 7.03.2013 jan-lars.bey@init.de

Wireless Emergency Alerts (USA)

Disseminate emergency alerts to mobile devices

Alerts involving imminent threats to safety of life

Alerts issued by the President

Transformation of E-Government to M- Government

Tell me@1823 Government of Hong Kong

24/7 one-stop hotline services

Answers public enquiries for individual government departments

Cross-departmental complaints

Transformation of E-Government to M- Government

6 Propositions for Mobile Communication

Transformation of E-Government to M- Government

CeBIT, 7.03.2013 jan-lars.bey@init.de

mGovernment establishes itself as THE innovation engine

The mobile Internet is already an economic factor

The administration strengthens innovation and business by using mobile technologies itself

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Transformation of E-Government to M- Government

CeBIT, 7.03.2013 jan-lars.bey@init.de

“mPowered-Society” – public services are used via mobile

Majority of citizens use smartphones and want information on the go

Mobile services have great potential as existing examples show

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Transformation of E-Government to M- Government

Mobile government spares visits to the office

mGovernment is the logical continuation of the service concept in eGovernment

Mobile services will increase the quality of administration services

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Transformation of E-Government to M- Government

CeBIT, 7.03.2013 jan-lars.bey@init.de

Content must be rethought

Content needs to be adapted to mobile usage situation Quick access to relevant content: reduce to the max

Use gamification for edutainment purposes

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Transformation of E-Government to M- Government

“Are you experienced?” – mGovernment as a user experience

Easy and intuitive to use (usability)

Attractive interface design (user experience)

Low access barriers (accessibility)

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Transformation of E-Government to M- Government

CeBIT, 7.03.2013 jan-lars.bey@init.de

Mobile applications require long-term strategies

The realization is only the first step in the life cycle of an app

Legal, technical and organizational issues need to be considered

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Transformation of E-Government to M- Government

Whitepaper eGov2Go

Addresses public decision-makers Compact overview of the topic of mobile government Focuses on the processes of change and organizational rethinking

Transformation of E-Government to M- Government

Dubai Smart Government Initiative

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Roadmap for service transformation

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Share vision (train main stakeholders on federal and local level)

Promote results (on a single platform)

Raise awareness (organize public surveys and polls, measure customer satisfaction)

Foster development / innovations (provide shared services, hold competitions)

Provide organisational / technical assistance (define standards, distribute guidelines, assess capabilities)

Transformation of E-Government to M- Government

Major Challenges

Transformation of E-Government to M- Government

Security

Institutional- and citizen-related security risks

Enable secure authentication and payment

Protection of sensitive data

Requires uniquely designed security systems on all levels

Transformation of E-Government to M- Government

Location, 12/10/2013 name.surname@init.de

Public authorities are a well established source

High user expectations in service provisioning

User adoption is about trust

Reliability

Transformation of E-Government to M- Government

Accessibility

User centric design is essential

Usability aspects are crucial

Use more than one mobile channel

Transformation of E-Government to M- Government

Evaluating and migrating existing services

Providing shared core services and APIs

Developing new services

Service Integration

Transformation of E-Government to M- Government

Keepsakes

Main prerequisites for mGovernment are fulfilled: Citizens are ready Administration is well prepared A master plan is being developed

As the challenges show mGovernment is highly complex With the expertise and strong partners mGovernment will be a success in UAE

Transformation of E-Government to M- Government

Thank you very much.

Location, 12/10/2013 name.surname@init.de

Dr Usman Zafar Country Manager- ]init] ME

Email:usman.zafar@init.ae

Cell: +971556348894

www.init.ae