Government Experience GX Initiative ?????? ??????? ????????
Saeed Al Hasan
Government AI Initiatives & Product Innovation | Accelerators & Enabler | Robotic & IoT | X-Apple ? | X-UAE Prime Minister’s Office | Member Of Mohammed Bin Rashid Centre For Government Innovation.
What is the concept of Government Experience?
Converging technologies are driving a radical re-think of government services. New customer demands require a transformation of government service paradigms. We need to go beyond service to focus on the experience.
Government Experience (GX) is a new global framework for government service excellence from the UAE. We are optimizing government service experiences and going upstream to serve customers with intuitive, intelligent and delightful services, and we are uniting global practitioners and innovators to do so. We see Government Experience as the next frontier in government experience design and delivery.
What is GX?
This portal, GX,? aims to unite government decision-makers, global practitioners and renowned innovators to re-examine and re-define Government Experience for the present and the future. It stands for the following and more:
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Your contribution can make GX the world’s single greatest idea repository and exchange platform for government services
Who can contribute? This is an opportunity for anyone and everyone to contribute and share ideas and thoughts that can shape government services in every imaginable way. Contribute and share knowledge with other thought leaders, innovators, futurists, civil servants, policy specialists, academics and decision makers as well as with thinktanks, labs, government organizations, corporations and startups.
What can you contribute? You can contribute various types of content like: case studies, articles, book reviews, opinions, policy briefs, podcasts and videos among others. But they must be directly or indirectly related to the conversation around the services governments deliver to citizens and businesses.
Your contribution can make GX the world’s single greatest idea repository and exchange platform for government services
Who can contribute? This is an opportunity for anyone and everyone to contribute and share ideas and thoughts that can shape government services in every imaginable way. Contribute and share knowledge with other thought leaders, innovators, futurists, civil servants, policy specialists, academics and decision makers as well as with thinktanks, labs, government organizations, corporations and startups.
What can you contribute? You can contribute various types of content like: case studies, articles, book reviews, opinions, policy briefs, podcasts and videos among others. But they must be directly or indirectly related to the conversation around the services governments deliver to citizens and businesses.
A strategic recommendation for a Government Services Excellence Maturity Model.
It outlines 14 recommendations aimed at improving government services, with a focus on enhancing speed, convenience, user-friendliness, security, anticipation, and inclusiveness
Key points include:
1. Completion Time: Focuses on improving the speed of completing processes at different stages of service development.
2. Ease of Completion: Addresses how simple or complicated the process is, with attention to streamlining processes for better user experiences.
3. How-To: Emphasizes the importance of clear guidance on where and how to complete tasks or access services
4. Customer Service: Aims to ensure pleasant experiences with government agents, both in-person and digitally.
5. Omni-Channel Service Delivery: Stresses the importance of offering multiple channels for users to complete government services, whether through digital or physical means.
6. Customer Segment Inclusion: Highlights the need to include all customer segments, considering different digital appetites and capabilities.
The model categorizes improvement stages into Building, Satisfying, and Delighting, marking the level of focus (Major Opportunity, Opportunity, Maintaining) in each area for continuous government service improvement.
Satisfaction with Government Services:
? 56% of respondents expressed satisfaction (either very satisfied or satisfied) with the overall quality of government services.
? The most satisfied service types out of 15 surveyed include:
? 69% for applying for identity documents/vital records.
? 66% for the process of paying for public utilities.
? 64% for renewing car and/or driver’s license.
? 63% for making an address change in government records.
? 61% for enrolling in public schools and/or universities.
Top Frustrations:
The survey highlights 9 common frustrations with government services, of which the top frustrations are:
? 28% experience frustration with long completion times (in the same session).
? 23% cite a lack of full information about what to do.
? 21% believe the cost of service is too high.
? 20% note poor customer service as a key issue.
Top Improvements Needed to Exceed Expectations:
? 33% want processes to be completed in 15 minutes or less.
? 31% prefer relevant documents to be automatically renewed and issued.
? 27% seek better service from agents providing government services.
? 26% want various options to complete a process.
? 24% seek more control over personal info
This survey data underlines citizens’ key areas of satisfaction and frustration, providing a roadmap for improving government services globally.