Service pioneers and thought leaders convened on December 8 at the Dubai World Trade Centre, UAE for the 3rd edition of the Government Services Forum. This edition of the Forum has been cohosted by GITEX Technology Week, the world’s only live, in-person global technology event in 2020.
The Forum brought together a diverse panel to discuss building back better government experience (GX) in a post pandemic world. The current pandemic has accelerated transformation across the board in the way organizations and governments work and respond to their customers and citizens. In a post-pandemic world, people across the globe will be communicating, moving and demanding change faster than ever before. From the way they live and work to the services they consume, new patterns of citizen behavior are emerging, catalyzed substantially by an entire spectrum of digital technologies. This brings new challenges and demands for all organizations – including governments. Delivering high quality government services and creating enhanced customer experiences in this rapidly evolving landscape is not only a challenge but also an exciting opportunity for many governments around the world.
The session was moderated by Jonathan Reichental, CEO of Human Future and a former CIO of the City of Palo Alto, California. The attendees included:
- Mohammad Al Zarouni, Director Policies and Programs, Telecom Regulatory Authority (TRA), UAE
- Ahmed Mahboub, Executive Director of Customers Service, Corporate Administrative Support Services Sector, Roads and Transport Authority (RTA), Dubai, UAE
- Colin Judd, Senior Director of Government Relations, Brand and Reputation, Careem/Uber
- Francisco Salcedo, SVP & Head of Etisalat Digital, UAE
- Ramit Harisinghani, General Manager MENA of b8ta, USA
- Rohit Garg, EVP, Head of Business Banking & NEOBiz, Mashreq Bank, UAE
Watch the full session here:
The panel session was followed by Dr. Jonathan Reichental sitting down for a fireside chat with His Excellency Mohamed Bin Taliah, Chief of Government Services, Government of UAE. Watch the session here:
The Forum was launched by the Emirates Government Service Excellence Program (EGSEP) at the UAE Prime Minister’s Office in 2019 with the inaugural edition being held at the World Government Summit in Dubai and the second edition being held at the Goldman School of Public Policy, University of California at Berkeley, USA in early 2020. The Emirates Government Services Excellence Program was launched in 2011, in line with the vision of the UAE to be one of the best countries in the world by the year 2021. His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai launched the program in order to raise the efficiency of government services to a seven-star level, by focusing on customer centricity and enhancing government efficiency.
Details on the inaugural Forum held in Feb 2019 can be found here:
Details on the 2nd Forum held in Feb 2020 can be found here:
For more details on the Forum, please contact Chetan Choudhury.