DELA - Digital Era Leaders Academy

What opportunities is providing for public & private organisations? When , , and should start seriously deploying and into their product strategies?

Join our discussion “Episode 1: Metaverse – new opportunities for business & government” on September 22nd with Ahmad Altarawneh, MBA. PE., a Senior Strategic Transformation Consultant at Dubai Police, UAE.

Event group: https://fb.me/e/5f0AXGTK1

Learn how Dubai Police is deploying Metaverse into its strategy, what results were obtained from experiments in a new environment for training, communication with citizens and services delivery.

More information here: 👇👇👇
https://cutt.ly/sC1kvhk

What methods do you use to develop skills?

Methods of employee development in the public sector - DELA methods of employee development in the public sector | Training | Online courses | Coaching | Mentoring | Workshops | eLearning |

The provision of quality public services is one of the key priorities of almost all governments. However, in recent years, approaches, methods and principles for achieving this goal have changed a lot. And digital technologies have become one of the fundamental factors for creating high-quality and efficient services.

, efficiency, speed, economy, are just a few of the benefits to which the application of digital technologies opens the door. And that is why government organizations are moving towards greater digital freedom by creating a culture of continuous learning, engagement and improvement. Now, professionals can no longer rely solely on their diplomas – they must also demonstrate technical competence and digital proficiency.

And this is confirmed by the answers of one of the surveys recently conducted by the team, where the question "What elements does your organization lack for a more successful transformation of public services?" 71% said they lack internal expertise and experience, while 57% say they lack relevant skills and knowledge.

To meet these needs, many organizations are developing retraining and strategies. How did the US respond to this challenge? Trump's 2021 budget included resources to retrain 20% of employees in data science, information technology, and cybersecurity. The Biden administration's 2022 budget proposal includes provisions for technology and employees who want to improve their skills.

And Lauren Knausenberger, Deputy CIO for the Air Force, emphasized the importance of having competitive competencies with internal skills and management support.

How have other governments reacted to the challenge of retraining employees? How do they identify digital leaders and create a culture for developing digital competencies? What are some good examples of employee development and retraining strategies? What are the key priorities and challenges for 2022?

On August 17, at the webinar " L&D in Public Sector: key priorities & challenges for 2022", special guests and invited experts will try to answer these questions.

Registration for the webinar is possible in the event group:
https://fb.me/e/3mbB5dih4

More information about this and other events:
https://delacademy.wixsite.com/e-govwebinars

Sources:
https://lnkd.in/efpVz4qk

https://lnkd.in/eyKgPEtc

The webinar "E-GOV: Transforming Customer Experience with user-centricity " will start today

Date: July 20th, 14:00 (London), 17:00 (Abu Dhabi)
Speaker: Hani Mashnouk Head of Business Applications at Abu Dhabi Investment Office
Language: English
Duration: 45 min

Registration link: https://form.jotform.com/221883361097057

Hani will talk about adoption of user-centric principles while designing an investment portal/website & digitising services at Abu Dhabi Investment Office. The portal now allows investors to easily and efficiently access public services what have directly impacted Abu Dhabi’s GDP growth.

Check out DELA’s “DIGITAL GOVERNMENT” Webinars’ Agenda https://delacademy.wixsite.com/e-govwebinars

Customer Experience (CX) is not new. Businesses have long used tools based on customer experience to create better services and products. The public sector is also trying to implement these principles in their projects. However, in recent years, the government has begun to pay more attention to customer experience. And that's why:

✅Many Governments have recognized CX as a top priority, and some have even made it a must when creating public services. But many government agencies are still unable to meet this requirement.

✅ This is a good investment. According to Forrester research, high-quality experiences increase citizen confidence, make them more likely to use public services and be more loyal.

✅ Building the best digital services. Often, the development of digital services focused on the functionality of the system, which in turn led to the creation of complex and required product training. At the same time, consistent improvements throughout development, based on a well-researched understanding of customers and their needs, as well as regular testing data, significantly improve the usability and quality of services.

✅ CX is cross-functional. Decisions require competent assistance, since the quality of interaction between citizens and government is the result of the efforts of all departments.

✅ Expecting better digital services. Often, a business provides very high quality and well-designed digital services. Thus certain standards are created. Citizens can now see very clearly when government digital services fall short of standards.

By taking all these factors into account and developing new, more efficient, simple and transparent public services, a trusting relationship is created between government and citizens. And vice versa, ignoring the principles of customer experience, trusting relationships are destroyed and a barrier of distrust of citizens to the state is created.

🎯In order to strengthen the interaction between government and citizens, the DELA team collects best practices and use cases from around the world. We share knowledge through our events, courses, articles and research. We get to know each other and invite to projects the best experts with huge successful experience in applying digital technologies and principles of customer experience in creating high-quality public services.

One such expert will share his experience on July 20 at the webinar " E-GOV: Transforming Customer Experience with user-centricity".

‼️ Meet Hani Mashnouk, Senior Digital Consultant at Abu Dhabi Investment Office. Hani will talk about two concepts of user-centricity and show how they have been implemented in a project that helps investors easily and efficiently access ADIO services. The project implements concepts in user-centricity that can be used as best practices for future projects.

More information about the webinar can be found in the event group: https://fb.me/e/3TVo11bc9

☝️«You can predict the future with the same success as seeing a man in a fireman's uniform and predicting that he will put out a fire»
Honore de Balzac

Indeed, based on the information or data we receive, we can draw conclusions and even predict what might happen. But today there are technologies that can predict on a larger scale. In this article, we would like to discuss Predictive technologies. What it is? How do they work? And give living examples of their application in the government.

What is predictive technology?
Predictive technologies are a set of tools that are able to predict patterns in data and to model future behavior and preferences among consumers. Predictive technologies include big data and machine learning to identify patterns that can be used to predict outcomes in various aspects of daily life. The tools used are data mining, neural networks and system modeling and simulation.

Initially, these tools were used to study the weather, the stock market, human behavior, and socio-economic activity. Of particular interest in the application of forecasting technologies was shown in the field of marketing and business to predict supply and demand patterns.

Today, almost all areas of activity are interested in these technologies. Some of our friends and partners share their examples of predictive technology applications and their effects in such areas as energy, retail, financial sector, mining and oil and gas sectors. Experts will talk about these cases in special training programs, which you can learn about on our website. And today we will tell you how forecasting technologies are used in public administration. Predictive technologies, in which organizations use data to identify trends and make judgements about the future, are growing in government.

How do predictive technology work??
Information and data are the fuel of this system. Governments are now developing new ways to harness the potential of data for the benefit of society. Information, both about the past and about present and future scenarios, complements the decision-making process and creates tremendous value by providing practical insight.

Thus, the government:
🔴 uses advanced analytics and machine learning capabilities to find and analyze past data and information about what worked and what didn't.
🟠 analyzes data and results of what is actually happening in real time to make tactical decisions.
🟡 builds a forecast by applying predictive analytics and running simulation exercises to predict events before they happen.

Use cases #1. Estonia.
The government has created services that will take care of newborns throughout their lives. The principle itself is to build "zero bureaucracy and an invisible government," said Estonian Prime Minister Taavi Rõivas. All parents need to do is register their newborn via email. The service will then remind them via SMS when to register their children for school, bring them for vaccinations and other relevant reminders.

Use cases #2. USA.
Police departments across the country use software that aggregates crime data across agencies, correlates it with census data, terrain details - even the weather - and figures out the likelihood of crime types in patrol areas. The software uses AI-based analysis and helps strategically plan patrols that have consistent tactics designed to maximize crime deterrence with minimal impact on the community. By analyzing historical data, the system helps make decisions about deploying resources - for example, send more police to a particular area on Friday night, because the data shows that this is where violent crime is most often committed.

Another software that is also being tested in the US collects information about offenders such as employment status, family relationships and missed registrations. The data is then processed through an algorithm that advises officers when the offender is deemed to be at high risk of reoffending.

Use cases #3. Singapore.
Singapore is using analytics to better manage public sector workforce, including recruitment planning and training for civil servants. This will help understand what skills the public sector workforce will need in the future. Government agencies can now use data to predict what factors affect people leaving the public sector and how the government can better deal with them. The institution can analyze what motivates people to work in the public sector and which groups of people are most at risk of leaving it. Based on these models, the government can make more strategic training and recruitment decisions in the public sector.

Use cases #4. Australia.
The Australian Institute of Health and Welfare ( AIHW) uses a model based on predictive technologies to forecast Australia's health care spending. By collecting and analyzing data such as population growth, service volume per treatment, and excess health price inflation, the AIHW model was able to provide predictions for 20 disease groups. An assessment of changes in funding from national and state governments, as well as the private sector, was also presented.

Use cases #5. UK.
Hillingdon Council’s AXIS Project, which uses advanced technology to gather information from the local community to identify hard-to-reach children who may be exposed to exploitation. By collecting and analyzing data from various sources such as police, youth services and social media, the AXIS project enables early intervention groups to more effectively identify at-risk youth. This allows them to identify likely cases and inform relevant agencies that can provide targeted support and keep more children safe.

To summarize.
These are just some of the examples that show the role of predictive technologies in the public sector. As we can see , many government agencies, with vast amounts of data at their disposal, are using predictive technology-based tools to be more efficient and responsive to the needs of their citizens.

In this way, governments can:
🔴 Better understand the needs of your citizens;
🟠 Optimize the distribution of your resources;
🟡 Improve the decision-making process of civil servants;
🟢 Improve their risk management; and
🔵 Ultimately, to provide quality services to its citizens.

Subscribe to our mailing list for more examples and cases of using digital technologies in the public sector.

Check out our new tutorial: Digital Strategy. User-centricity in public services https://lnkd.in/evJ-apXW

You can order an individual program specifically for your organization on our website https://del-academy.online/ or schedule an online meeting with our experts and discuss our options for your tasks https://form.jotform.com/220681495571360

‼️ We continue to discuss a customer-centric approach to creating effective digital services in government. A prime example of this approach is New South Wales. And this is not surprising, since the Government has stated the goal of becoming one of the most client-oriented governments in the world by 2030.

Based on research from global organizations, New South Wales has identified five key areas to help achieve this goal and provide citizens with the most relevant and high-quality services:

1️⃣ Understand customer needs based on data and insights.
2️⃣ Prioritise based on what creates the most impact for customers.
3️⃣ Deliver a seamless and high quality experience to customers.
4️⃣ Engage with customers meaningfully on priorities for the future.
5️⃣ Embed a customer service culture across the public service.

Customer driven government is a very interesting and very important topic that we will continue to discuss. And that is why we have collected the best examples such as Singapore, Milan, Ghent, New South Wales and others. And based on these case studies, we will explore the key principles of a customer-centric approach in our new online course " Digital Government: User-centricity in public services", which we will announce soon.

You can ask questions in advance, make suggestions, or discuss the possibility of creating a customized course for your organization. 👇

Request more course information: https://form.jotform.com/221332167216346
Discuss creating a custom course: https://form.jotform.com/220681495571360
View other course topics: https://del-academy.online/

South Korea has launched three new city services to help improve convenience and quality of life using and other cutting-edge technologies.
The first of these so-called “ Services” is a fleet of that’ll patrol two popular workout sites at night.
Geumcheon-gu District has installed ten sensors at public parking lots that will sound an alert if someone parks a non-electric car in a space with an station.
In Mapo-gu District, there are 10 new recycling bins that open up when they detect a plastic bottle’s been put in front of them, and ensure the person depositing it can get mileage points online.

Seoul city introduces new services using robots, IoT devices - The Official Website of Seoul. You can view a wealth of information about the city, including the main policies, history, culture, tourism, metropolitan experience, medical welfare, transportation, etc., along with an overall introduction to the city such as Seoul-related videos, photos, and map.

On October 6, 2017, EU Member State ministers agreed on a roadmap and specific actions to improve and transform e-government services in Europe. And this strategic step was consolidated by the signing of the Tallinn Declaration on Electronic Government. This validated their commitment to being open, efficient, and inclusive by delivering borderless, personalized, user-centricity, digital government services to all citizens and businesses. The declaration also includes very specific actions that the signatory states will take to further accelerate the digital transformation of governments.

💯Importantly, the Tallinn Declaration agreed on principles that put the user at the center of the design and delivery of public services.

In a practical training course «Digital Citizen and User Centricity - basis for the provision of public services» from DELA, the experts identified 6 main principles that help to take into account the needs and expectations of citizens and businesses in their interaction with public administration:

1️⃣ Digital-by-default, inclusiveness, and accessibility.
2️⃣ Once only “for key public services”.
3️⃣ Trustworthiness and security.
4️⃣ Openness and transparency.
5️⃣ Interoperability by default.
6️⃣ Horizontal enabling policy steps.

ℹ️ In the course, we will look at these principles with specific examples for each principle. We will learn how a user-centric approach has helped create effective digital public services in Milan, Ghent, Rotterdam outside the European Union. We will look at specific examples of such services and learn about their benefits.

Request more course information: https://form.jotform.com/221332167216346
Discuss creating a custom course: https://form.jotform.com/220681495571360
View other course topics: https://del-academy.online/

Hello,

And in the "Digital Government" 🏫 section, we will continue to discuss the application of a user-centric approach to the creation of digital services. As we discussed in a previous post, the driving force behind this approach is to focus on users both before the service is developed (through interviews and user research) and after it is implemented (through consideration of metrics such as acceptance and completion rates). And the example of the city of Milan is proof of this.

♨️ In 2020, the Municipality of Milan launched The Digital Citizen Folder app. The application will serve as a personal repository of citizens' documents. With this application, you can quickly, directly and individually communicate one-on-one between citizens and local authorities, taking advantage of the ubiquity and availability of mobile devices. In addition to consulting their personal documents, citizens can schedule in-person appointments, download certificates and perform digital transactions. Offices remain physically accessible, especially for non-tech-savvy people and for managing more complex procedures. Users’ needs have been the main driver in designing the app. The municipality convened a first internal workshop with professionals to identify citizens’ requirements starting from in-house data analysis and building the app prioritizing the most requested services. A second workshop was organized directly with citizens in order to exchange ideas, learn from each other and ensure the best user experience. The last phase included a closed beta-testing campaign with 100 volunteers (including the mayor) participating to assess the app’s usability before its launch. The implementation of a secure digital citizen identification system allows the municipality to enable more services on the digital folder by seamlessly connecting its customer relationship management (CRM) on the backend. The possibility to provide feedback systematically collected by the CRM and evaluated periodically by a dedicated team offers an app tailored to citizens’ needs. Some of the latest plugged-in functionalities include the payment of waste taxes, traffic fines and parking tickets. The tool represents a cornerstone of the mobile-first approach of Milan’s digital agenda.

What do you think about this example? Write your comments below the publication 👇, we will discuss)

And next time in the "Digital Government" column, we will continue to share examples of applying a user-centric approach and consider the example of Finland. 👍

And you can order even more examples, expertise and content to create an individual program for your organization at 🌐 https://del-academy.online/ or discuss in a personal conversation online https://form.jotform.com/220681495571360