以公民为中心的政府

Executive SummaryThe United Arab Emirates (UAE) has achieved in onedecade what took several decades to achieve in mostother nations, It is a rapidly changing cosmopolitan, witha diverse population and a fast-growing private sectorIn today's UAE, citizens and the private sector have increas-ingly high expectations. To continue its positive growthand competitiveness, and deliver on the promises set outin Vision 2021, government entities will have to becomemore citizen centric and agile, with the right organization,culture, processes, and systems in place. Developing acitizen citric government will be crucial to sustaining thecountry's economic growth and meeting its goals—and itwill require some changes to current operationalpractices.A.T. Kearney's 2012 Citizen-Centric Government studyconfirms the need for change, Participants want govern-ment entities that meets their needs, with policies andservices geared toward the private sector, While a citizenand private-sector focus is a new and perhaps challengingconcept for some government entities, it also presents anopportunity for the UAE to further differentiate itselffrom others in the region and to accelerate economicgrowth and development.ao Sugesu aeasa Areud anbun q paroddnsthan 140 of the most progressive public and private organi-zations in the UAE, our study finds that most governmentprivate sector. Yet few have the right capabilities, culturesor processes in place to translate this desire into results.The socioeconomic landscape, new technologies such associal media, and the rising expectations of citizens andthe private sector are creating a complex, volatile operat-ing environment. Public institutions, facing dynamicchange and complex demands, now have the opportunityto become more agile and responsive to their citizens andthe private sector. But they will need to be more proactive,service oriented, accountable, and willing to accept andreact to constructive feedback. Processes and systems wilalso be needed to enable citizens and the private sector tcsystematically and constructively contribute to shapingpolicy and improving public service. ultimately a decrease in FDls, Increasing citizen centricity The next leap of economic development, and anotheropportunity for the UAE to improve its competitiveness,will be driven by the government's ability to implement itsstrategy- Most everyone agrees that it is extremely criticalfor government to embark on a journey of public sectorcitizen-centricity improvement focusing on 4 key areas:• Redesign public organizations to meet long termvision of the country and at the same time havethe flexibility to dynamically respond to citizenemerging needs.+ Develop the right capabilities by providing theright training to public servants and facilitateculture shift of government institutions tobecome more citizen-centric.+ Encourage transparency by developing anddisclosing organizational KPls - especially servicedelivery KPls- and providing citizens the right toinformation.+ Streamline and optimize processes to meetcitizen needs and incorporate robust mechanismsfor collecting, analyzing and responding to citizenfeedback.Failing to adopt a citizen-centric approach in public sectortransformation can have huge future economic costsdriven by difficulty to sustain competitiveness andthereby is the lever to sustain growth and development.The Gowemment Summit Thought Leadership Series 03 Contents0509ml1704 The Gowernment Summit Thought Leadership Seriks Public institutions in an Era ofAcceleratedGrowthCitizenCentricPolicyDesignCitizenCentricServicesThe Roadtoa citizen-centricGovernment The government is not a power over people. It is a power to serve the people.Therefore, the ultimate government's success is measured by its citizen satisfaction.His Highness Sheikh Mlohammed bin Rashid Al MaktoumPublic Institutions in anEra of Accelerated GrowthGulf Cooperation Council (GCC)countries havewitnessed tremendous change and progress in the pastdecade, transitioning from resource-based to emergingglobal economies that have grown at a staggering pace,taking much less time to mature than their global coun-terparts in most developed countries. Governmentpolicies have opened up the markets to evolving residentand business demographics, more foreign talent and companies operating in the region, and new technologiesFacebook, Twitter, and other social media have createdmore engaged, connected citizens with more access toGovernment institutions, exposed to these new demandsfrom citizens and the private sector, and more volatilityand complexity, must adapt their service delivery modelsThey must move from a traditional reactive, transaction-based role to a more proactive, economic-shaping oneNow more than ever, public institutions must be agilebalancing the need to push their strategies forward whilereceiving feedback from an array of people who have astake in the outcome.Agility means quickly doing the right things in a continu-ously changi