利用公民情绪改善公共服务体验

Table of ContentsIntroductionGlobal directionThe UAE DirectionThe UAE Federal Government Happiness Meter InitiativeThe early daysThe recent progressThe Happiness Meter in ActionWhat tomorrow looks likePotential use cases for the Happiness MeterChallenges and key takeawaysReferencesWorld Government Summit 0405081015171811111413 World Government Summit2. Global directionWith the private sector investing heavily in disruptive technologies to understand their customers better and providesuperior customer experiences; citizens are increasingly expecting government agencies to anticipate, understand, andsatisfy their needs. Given the scale and spread of government services, it is not sufficient for governments to investin disruptive technologies that will only incrementally increase the quality of services they provide; rather, they mustcompletely transform the way they function to be citizen-centric1. The shift towards citizen-centricity is a journey thatrequires a sustainable transformation encompassing:Preceding the development of a citizen-centric transformation framework, organization introspection is necessary.Assessing the belowfive critical change success factors enables an organization to understand the challenges it faces,the level of support it needs and the pace at which to enact transformation:A unified Strategy thatputs citizens at the centerof service design andimplementation3A unified Organizationthat is citizen focused,collaborative and has well-defined milestones and KeyPerformance Indications(KPIs) linked to theorganization’s strategicobjective and vision3FIGURE 1: THE 5 C’S - SUCCESS FACTORS FOR HIGH-QUALITY CUSTOMER SERVICEThe degree of alignment anddedication of the organization’s keystakeholders to the change initiativeCommitmentCritical success factorsThe key operational metrics thatthe organization needs to achievefor the program to be successful4The extent of the organization’sresources and ability to absorbthe change, given othersimultaneous change effortsunderway4Capacity15Pressured by citizens’ expectations, globalization and the evolution of service quality in the private sector, governmentsworldwide are actively transforming the way they operate. Underpinned by their transformations are a series ofinitiatives that cater to the ever-growing needs of their citizens. Figure 2 (page 6) illustrates a few citizen-centricprograms, initiatives and technologies deployed by public sectors around the world pushing for citizen-centricity. 4Historically, government agencies provided “off-the-shelf services” in a manner that governments deemed fitfor their citizens. Over time, competition in the privatesector transformed service delivery to be customized,convenient, and centered on the customer. Today, citizenshave grown accustomed to experiences delivered by theprivate sector and expect the same quality and standardfrom government agencies. To match these expectations,governments should adjust their strategy and placecitizens at the heart of policy design and service delivery;that is, governments should be citizen-centric1.The shift towards a citizen-centric government hasbecome imperative for governments all around the worldto remain efficient, trusted, and competitive. The GCCregion is no exception. While the fundamental drivers toimprove citizen experience are similar across the globe,the region’s current economic and sociodemographicdynamic makes certain drivers more prominent thanothers1.What does it take for a government to be citizen-centric?•Not leaving citizen experience to chance•Listening to and empowering citizens•Proactively designing and managing citizen experiencesto meet their current and future needs11. Introduction*When referring to UAE citizens, this is inclusive of UAE nationals and residents. The right Systems thatallow for real-timeinteraction with citizens3The right Processes thatabsorb citizen feedbackand allow provisions forcontinuous improvement3The organization’s adaptiveculture, its level of cross-functional collaboration,processes and systems linkage,and ability to embed and acceptnew business requirements4CapabilityThe organization’sexperience withchange, as well as theintroduction of newprocesses and systems4Competence4234 The key to sustainably deliver citizen-centricexperiences is knowing how the citizen truly feelsabout a particular service at a chosen point intime; the Happiness Meter reports exactly that. TheHappiness Meter enables real-time interaction withcitizens* across the UAE Federal Government servicecenters and identifies areas of improvement in servicedelivery channels across federal entities2. The UAEFederal Government Happiness Meter Initiative wasinitiated in 2016 by Her Excellency Ohood bint KhalfanAl Roumi, Minister of State for Happiness and Wellbeingin the UAE.In this paper, highlights of what governments are doingglobally to initiate a citizen-centric transformation willbe presented; the UAE Federal Government HappinessMeter Initiative wi