2023年全球政府服务手册

in collaboration withGlobal reference on governmentser vices excellence insight s 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 GovernmentsWorld Government Summit02 Table of Contents1. Executive Summary2. Contexta) Report Purpose & Approachb) Government Services vs Government Functionsc) Who are the Government Services “Customers”?d) How are Government Services Evolving?3. Government Services Satisfaction Benchmarka) Global Survey Approach & Summary Insightsb) Satisfaction With Government Servicesc) Satisfaction With Government Service Experienced) Frustrations with Government Servicese) Improvements Needed to Exceed Expectations4. Select Best Practices Country Profiles5. Future Government Services Trendsa) What is Driving Government Services Reforms?b) Top Tech Trends Relevant to Government Servicesc) What Government Services Could Look Like in the Future6. Strategic Recommendationsa) Government Services Excellence Maturity Journeyb) Opportunity Areasc) Strategy Recommendations Overviewd) Strategy Implementation Checklist7. Appendixa) Glossaryb) Survey Methodologyc) Acknowledgementsd) Endnotes 08121415181922232426282932484952576870747698106105109110112 DisclaimerThe data of this report is believed to be correct atthe time of publication but cannot be guaranteed.Please note that the findings, conclusions, andrecommendations that GX and DinarStandardhave delivered are based on information gatheredin good faith from both primary and secondarysources, whose accuracy we are not always in aposition to guarantee. The findings, interpretations,and conclusions expressed in this report do notnecessarily reflect the views of GX and DinarStandard.As such, the information contained in this reportis intended to provide general information onlyand, as such, should not be considered as legal orprofessional advice or a substitute for advice coveringany specific situation.GX and DinarStandard specifically disclaim all liabilityarising out of any reliance placed on this material.GX and DinarStandard make no representations orwarranties of any kind, express or implied, about thecompleteness, accuracy, reliability, or suitability ofthis material for your purposes.CopyrightGovernment Experience (GX) 2023, All RightsReserved.©All rights reserved by the Prime Minister’s Officeat the Ministry of Cabinet Affairs, in accordance withthe UAE Federal Laws Concerning authors rights,Copyrights and Neighboring Rights.Info@pmo.gov.aeThe material in this report is subject to copyright.As Government Experience (GX) encouragesdissemination of this report, this work may bereproduced, in whole or in part, for non-commercialpurposes as long as full attribution to this work isgiven. The attribution should clearly state that thereport is produced by Government Experience (GX) inpartnership with DinarStandard. The term ‘government service’ doesnot necessarily conjure up the mostfantastical image in the minds ofits ultimate customers – citizensor residents of a particular country.Governments, while providing some ofthe most essential and critical servicesto their constituents, are not traditionallyseen as purveyors of delightfulcustomer experiences, as in the case ofcontemporary technology companiessuch as Apple, Amazon, Netflix, orTesla. This report’s main premiseand structure is that governmentshave all the potential to do so.Section 1ExecutiveSummary08 TheGlobal Government Services Handbook 2023aims to equip government service experienceofficials with the first global benchmarkingreference on citizens’ and residents’ governmentservice experience and best practices to developfuture government service experience strategies.The report pioneers several firsts that will helpshape government service priorities in the yearsto come.A first-of-its-kind benchmark survey ofgovernment service customer satisfactionlevelsof citizens and residents from 29 leadingand emerging countries was conducted. Inaggregate, 56% of the respondents were‘satisfied’ or ’very satisfied’ with theirgovernment services (amongst 15 aggregatedgovernment services.) Top of the list ofgovernment service satisfaction was ‘applyingfor identity documents and vital records.’ Thetop fr