政府服务论坛：关于政府服务未来的对话

The World Government Summit is a global platform dedicated toshaping the future of governments worldwide. Each year, the Summitsets the agenda for the next generation of governments with a focuson how they can harness innovation and technology to solve universalchallenges facing humanity.The World Government Summit is a knowledge exchange center at theintersection of government, futurism, technology, and innovation. Itfunctions as a thought leadership platform and networking hub forpolicymakers, experts and pioneers in human development.The Summit is a gateway to the future as it functions as the stage foranalysis of future trends, concerns, and opportunities facing humanity.It is also an arena to showcase innovations, best practice, and smartsolutions to inspire creativity to tackle these future challenges.To Inspireand EnableThe Next Generationof Governments In today’s world, people are communicating, organizing, and demanding change faster than ever before.From the way people work to the services they use and the places in which they live, digital technologies areengendering new patterns of citizen behaviour and expectations. This poses new challenges for all organizations– including government. At the same time, factors such as demographic shifts, the climate emergency, and risinginequality of access are creating a complex and uncertain environment in which governments have to operate.To further complicate matters, this is also all happening at a time when many governments are facing significantfiscal, economic and social challenges – leading many to operate with a tighter purse and coming underincreased scrutiny than ever before.Despite the complex challenges, we are on an unstoppable path toward digital adoption. Across the world,citizens have become increasingly reliant on technology in everyday life and are expected to make even more useof it going forward. More significantly, we may also be on the cusp of a new technology paradigm – the metaverse– an immersive three-dimensional virtual realm which promises to fundamentally transform the services andexperiences that governments deliver to citizens.Further, with the possibility of creating predictive, hyper-personalized and proactive services, and the potentialthat emerging technologies such as AI, AR, VR and the metaverse present, governments undoubtedly have anopportunity to reimagine the services they deliver today. However, as governments continue to invest and explorenew ways of delivering government experiences, it’s imperative that key fundamentals are kept in sight – equity,trust, inclusivity, empathy, and human centricity.In February 2019, we began a dialogue on the future of government services at the World Government Summit,held in Dubai. This saw 16 leaders from 9 different countries come together at the inaugural Government ServicesForum held under the patronage of the Emirates Government Service Excellence Program. We then continued ourengagement at the Goldman School of Public Policy, University of California at Berkeley and thereafter, at GITEXDubai in 2020 and Expo Dubai in 2022.At this year’s Forum – the largest yet, 5 panel discussions were facilitated by EY – the knowledge partnerof the Government Services Forum. Convening a total of 39 speakers from across 14 countries, including 6representatives from the United Arab Emirates, the panels focused on connecting, sharing experiences anddebating a number of important topics - identity, payments, citizen engagement, AI and the metaverse - in a bidto explore how to deliver improved government services for the citizens of today and tomorrow.In addition to the 5 panel discussions that took place this year, this edition of the Forum also saw a numberof distinguished guests deliver keynotes including H.E. Dr. Amr Talaat – Minister of Communications andInformation Technology, Egypt; Mr. Rafiuddin Shikoh, CEO of DinarStandard; and Mr. Uri Levine – an entrepreneurand the co-founder of Waze. We also launched the Global Government Services Handbook, an initiative of ourEmirates Government Services Excellence Program (EGSEP).In conclusion to this year’s Forum, all panelists converged around the need to continue this dialogue through thebroader GX platform so that we can collaborate effectively and continue to work together to reimagine the waygovernments design and deliver services to their citizens.I look forward to hosting the next edition of the Forum and many more, as we continue to work towardsenhancing the lives of our citizens.MOHAMED BIN TALIAHChief of Government Services, Government of UAEFOREWORD TABLE OF CONTENTSIntroductionTopicsChapter 1: Identity: Reinforcinghuman centricity and trustChapter 2: Payments: Key building blockfor proactive government servicesChapter 3: Citizen Engagement: Designing thefuture of government services and service centresChapter 4: AI: Enabling nextgengovernment servicesChapter 5: Metaverse: Mapping the nextfrontier of government servicesIndividual contri