关于政府服务未来的对话

Knowledge Par tner Table of ContentsForewordIntroductionOpening KeynoteH.E. Ana BrnabićPrime Minister, Government of the Republic of SerbiaPower SessionHumans & Algorithms:Government Services in an AI-Driven EraPower SessionAre We Secure?EpiloguePanelEmpathy in Action:Designing Human-Centric ServicesPanelEmpowering Citizens Digitally:The New Era of ConveniencePanelAI-Powered Government Services:Highlights, Challenges and Future DirectionsPanelGovernments vs. The Last Click:Elevating Public Digital ServicesPanelGovernment Digital Transformation:The Road AheadH.E. Dr. David M. SengehChief Minister and Chief Innovation Officer, Sierra Leone 461450521624303844810 ForewordCitizens today are accustomed to fast, reliable,and seamless interactions with the privatesector organizations they do business with. Itmay therefore come as no surprise that peopleexpect public sector organizations to deliver thesame experience and level of service. However,keeping up with the evolving needs of a diversepopulation, rapid technological advancements,and the high expectations that citizens have,can be challenging. Particularly as manygovernments around the world are grapplingwith significant fiscal, economic, and societalchallenges, and coming under increased scrutiny.Despite all these pressures however, citizens aredemanding change and expecting governmentsto keep pace.At the same time, what is undoubtedly truetoday, is that we are on an unstoppable pathtoward digital adoption. Across the world,citizens have become increasingly reliant ontechnology in everyday life and are expected tomake even more use of it going forward. Moreimportantly however, it is emerging technologieslike AI, AR, VR among others that are providinggovernments with a unique opportunity tore-imagine the services they offer – i.e. moreintuitive, proactive, personalized, and effortlesspublic services that have the potential todeliver better citizen outcomes. However, asgovernments continue to invest in exploring newways in which to deliver services, it is crucialthat public sector agencies remain groundedin key ethical principles such as equity, trust,inclusivity, and empathy. The consequence of notdoing so could result in governments alienatingand disconnecting the citizens they strive toconnect.Of equal importance, future progress also lies inthe development of strategic partnerships andthe establishment of innovative business modelsand concepts. These elements are particularlyrelevant to those governments that aspire toresolve the complex societal challenges weface, and that look to deliver services that alignwith the convenience and efficiency sought by constituents. Further, as we move forward, it’sparamount that governments cultivate a skillful,empowered, and motivated workforce, and thatemployees along with citizens are at the heart ofall design and delivery efforts.In February 2019, we began a dialogue on thefuture of government services at the WorldGovernment Summit, held in Dubai. This saw16 leaders from 9 different countries cometogether at the inaugural Government ServicesForum held under the patronage of the EmiratesGovernment Service Excellence Program. Wethen continued our engagement at the GoldmanSchool of Public Policy - the University ofCalifornia at Berkeley, GITEX Dubai in 2020, ExpoDubai in 2022, and at the World GovernmentSummit in 2023.At this year’s Forum, the largest and mostprestigious yet, the Forum was opened by thePrime Minister of Serbia and the Chief Ministerof the Republic of Sierra Leonne. Following this,5 panels and 2 power sessions were conducted,convening a total of 20 leaders from across12 countries. Overall, the panels focused onconnecting, sharing experiences, and debatingseveral important topics, to explore how todeliver improved government services andoutcomes for the citizens of today and tomorrow.In conclusion to this year’s Forum, all panelistsconverged around the need to continue thisdialogue through the broader GX platform sothat effective collaboration can continue totake place, to re-imagine the way governmentsdesign and deliver services to their citizens.I look forward to hosting the next edition ofthe Forum and many more, as we continue towork towards paving the way to a brighter andmore prosperous future, and further enhancingthe lives of the citizens and communities werepresent.H.E. MOHAMED BIN TALIAHChief of Government Services,Government of UAE IntroductionGovernments all over the world are striving todeliver services that are seamless, proactive,personalised, inclusive and efficient. Above allhowever, governments want to build a brighterfuture for the constituents they serve and arein search of uncovering solutions to some ofsociety’s most pressing challenges in a bid todeliver better services and societal outcomes.Yet, today, many governments across the worldoperate in an increasingly complex environment,with many facing significant fiscal, economic,environmental and social challenges.Despite all of