政府服务论坛：关于政府服务未来的对话

2 | Government Services Forum March 2022World Government Summit2 | Government Services Forum March 2022To Inspireand EnableThe Next Generationof GovernmentsThe 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 atthe intersection of government, futurism, technology, and innovation.It functions 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. 4 | Government Services Forum March 2022“THE FUTURE BELONGSTO THOSE WHO CANIMAGINE IT”H.H. SHEIKH MOHAMMED BIN RASHID AL MAKTOUMWorld Government Summit4 | Government Services Forum March 2022 6 | Government Services Forum March 2022The world is without doubt more connected than ever before and transforming at unprecedented speed. Factors suchas technological advances, demographic shifts, the climate emergency, and rising inequality are however contributingto a complex and uncertain environment in which governments have to operate. At the same time, these challengesare compounded by the fact that the COVID-19 pandemic has and continues to pose significant economic and socialchallenges, leaving governments across the world with a tighter purse than ever before.The past two years have demonstrated however that governments can adapt, react and scale new digital services atspeed when confronted with extraordinary circumstances, pressure and support from senior officials. The energy anddetermination shown during this period must be sustained. Further, governments must seize the moment to absorblessons learnt and new ways of working to provide citizens with the services they need and expect going forward.Despite the complex challenges, we are on an unstoppable path toward digital adoption. Citizens have becomeincreasingly reliant on technology in everyday life and are expected to make even more use of technology going forward.More significantly, we may be on the cusp of a new technology paradigm – the metaverse – an immersive three-dimensional virtual realm which promises to fundamentally transform the services and experiences that governmentsdeliver to citizens.With the possibility of predictive, hyper-personalized and intelligent services, the potential that emerging technologiessuch as AI, AR and VR present and the metaverse, governments are undoubtedly able to reimagine and transform theservices they deliver to citizens. As governments continue to invest and explore new ways of delivering governmentexperiences however, it’s imperative that key fundamentals are kept in sight – equity, trust, inclusivity, empathy, humancentricity.In February 2019, we began a dialogue on the future of government services at the World Government Summit, held inDubai. This saw sixteen leaders from nine different countries come together at the inaugural Government Services Forumheld under the patronage of the Emirates Government Service Excellence Program. We continued our engagement at theGoldman School of Public Policy, University of California at Berkeley and thereafter, at GITEX Dubai in 2020. To take thisconversation further, a panel of eleven members convened again this year for the 4th edition of this Forum. The Forumoffered panel members an opportunity to connect, share experiences and debate several important topics including:•What are some of the new frontiers that government can explore and invest in going forward?•How should governments prepare for services in the years ahead and beyond?•What foundational elements must governments keep fully in sight to improve the services and experiences theydeliver to citizens?•How might governments think like the citizens they serve to deliver exceptional services?The panelists engaged in a free-flowing conversation as they debated issues, asked questions, cited examples andexplored calls to action related to the fundamental transformation of government services. In conclusion, all of usconverged around the need to continue this dialogue through the broader GX platform so that we can collaborateeffectively and work together to reimagine the way governments design and deliver to their citizens.I look forward to hosting the next edition of the Forum and many more, as we continue to work towards enhancing thelives of our citizens.MOHAMMED BIN TALIAHChief of Government Services, Government of UAEForeword6 | Government Services Forum March 2022 World Government Summit 8 | Government Services Forum March 2022PEOPLE, PURPOSE &POS