About the Course

Technology has brought unprecedented opportunities to drive efficiencies, enable automation, and change how society interacts and engages in all facets of life. The pace of change is advancing, as are citizen expectations, and globally, governments need to transform their operations to be more accessible, transparent, and accountable. Apart from aligning with global trends to move to e-government, countries need a clear agenda and supporting process to drive change and leverage technology as global exemplars. 

This 5-day interactive E-Government training course is about realising technology's benefits for transforming how services are delivered to citizens and improving their experience through a 'Citizen Centric' model. It has created pressure to e-enable, transform and innovate in an environment filled with buzzwords, including Artificial Intelligence, Blockchain, Big Data, Machine Learning, Virtual Reality, Robotics, and Internet of Things. Yet, Governments are mired in legacy and are not 'start-up' businesses, and are obligated to deliver policies and serve all citizens, including those not ready to embrace technology.

The strategic integration of technology should be driven by purposeful intent, prioritising its application at the opportune moment and for justified reasons rather than adopting it merely for its availability or as a response to current trends.

Core Objectives

The delegates will achieve the following objectives:

• Classify the opportunities e-government can bring and prioritise where technology can be best applied to drive efficiencies, enable change, and improve service delivery for Citizens
• Understand, analyse and where to apply technologies appropriately to enable a digital transformation that serves the Department and citizens
• Develop and implement a 'Channel Shift' strategy to encourage Citizens to take up and move to the most efficient e-enabled services
• Identify the right questions and have the confidence to engage in conversations when seeking support to deliver policies, e-enable existing services or strive to improve the citizen's experience
• Recognise the needs of the 'Citizen' in all areas of work, whether writing policy, creating a communications plan or creating or improving a service
• Understand the meaning of Key Performance Indicators, how to create them and ensure that they align with the outcomes sought from the application of technology
• Know the basic understanding of the latest 'buzzword' technologies and their application

Training Approach

This training course uses a mixture of presentations with discussion, case studies, debates and exercises, including live examples. Ideally, delegates will bring questions and examples from their working environment.

The Attendees

This training course is about enhancing delegates' knowledge and their role in supporting the delivery of E-Government and Digital Transformation to drive efficiencies and deliver Citizen Centric services.

Likewise, it will be valuable to the professionals but not limited to the following:

• Policy Writers
• Finance Managers
• Customer Service Managers
• Technologists New to Government
• Business Process and Quality Employees
• Marketing & Communications Delivers

Daily Discussion

DAY ONE: E-GOVERNMENT

• Definitions: EU, World Bank, and the UAE
• Why is E-Government essential, and how is it progressing?
• E-Government Opportunities
• Creating KPIs that Measure Desired Outcomes
• Digitalisation for Public Affairs & Government Relations

DAY TWO: DIGITAL TRANSFORMATION

• What is Digital Transformation?
• Why is the Government different from the private sector?
• The Key Elements of Successful Digital Transformation
• Process Automation & Prioritisation
• Incremental Delivery
• The Importance & Value of Data

DAY THREE: CITIZEN CENTRICITY

• What is the role of Government?
• How are Customer Expectations changing?
• Understanding the Customer Journey
• What do Citizens want from the Government?
• Creating a Customer Journey

DAY FOUR: INNOVATING PUBLIC POLICY & SERVICES 

• What is Innovation? – The Many Definitions
• Theories of Innovation
• Creating an Environment for Innovation
• Spotting Opportunities for and Developing and Articulating Initiatives
• Sandbox

DAY FIVE: UNDERSTANDING THE LANGUAGE

• What are AI, Blockchain and All the Other Buzzwords, and when and where can they be applied?
• Delivery Methodologies: Agile, Waterfall, Kanban, Scrum, Lean - Where and when are they appropriate?
• The Importance of Focusing on Outcomes
• Understanding the Excellence and Other Award Criteria for Digital Transformation and Customer Service Improvement
• Applying Technology for the Right Reasons