How social media can add value to smart government

How Social Media can Add Value to #Smart_Government?
Dr. Saeed Al Dhaheri
Advisor, Ministry of Foreign Affairs – U.A.E
@DDSaeed

GCC Government Social Media Summit 2013, Dubai 1-4 September 2013

www.mofa.gov.ae

Agenda

Smart Government and M-Government concepts

Public expectations and potentials of Social Media
Examples
Conclusions

2

Smart Government announced in UAE
“A smart government is forward looking, innovative, fast, reach
people, and never sleeps”
“I want UAE government services to be delivered to the public
through mobile phones”
H.H.Sheikh Mohammed bin Rashid Al Maktoum

Where do you think those announcement made first?

3

SMART Government: what does it means?

Social
Mobile
Analytics
Radical - Openness
Trust

S.M.A.R.T

4

Smart Government: what does it means

 Facilitate and enhance government Innovation in providing innovative solutions to the public
 An effort towards citizen-centricity

 Harnessing the power of PPP
 Government efficiency
 Easy access, efficient services and transparent government

 Should meet public needs and exceed their expectation

Social Media Plays a crucial rule in smart Government

5

Government-Public Interactions on Social Media Channel

Twitter




12k followers to Dubai smart
gov
‫ #الحكومة_الذكية‬is mostly used
(70+ tweets)
#smart_government

Facebook





Dubai smart government page
Abu Dhabi e-government page
Links to services
activities

LinkedIn






Smart government group (59
members)
Other groups
Content in English only
No presence for UAE smart
government yet

6

Public expectations from government and SM potentials

Public expectations from Government
 Immediate information accessible by
any device
 Easy to use services and available
anywhere, anytime and meeting the
preferences of individuals
 Gov service offerings shaped by
public needs
 Transparency

Social Media Potentials for Smart
Government
 Social Media enables 2-way
communication
 Citizen participation with gov is possible
 Improve awareness
 Improve promoting gov services
 Collaboration with citizens to solve gov
problems (co- creation, crowd sourcing)
 Collect feedback about gov services
 Increase transparency in gov
interactions with citizens

7

M-government provides gov services to the public using smart phones

 Enhance the delivery of public services
 From e-government to m-government

 From web-sites to m-sites
 Mobile smart phones and SM is becoming the way of communication with gov
 Provide services in innovative way

 Increase cooperation between gov departments to provide services
 Guidelines for service delivery through mobile apps is essential
 Enterprise (or government) app store

8

Examples: Challenge.gov

 Crowdsourcing to solve gov problems
 Public and gov collaborate together
 Awards for innovative solutions

9

Examples: Al Ain Municipality services for the Deaf

 Servicing the needs of all the
customers groups
 Services provided using sign
language
 Services include site plan,
investigation certificate,
Home services,,,etc

10

Examples: Dubai SME “SeedApp” Fund

“SeedApp” Fund







Supports UAE nationals to develop apps
Partnership with Dubai SME agency
Promote creativity and innovation
Covers 60% of the cost to develop Apps
supports entrepreneurship activity in UAE
Public is invited to vote for the app concept
online (i,e crowdsourcing)

“SeedApp is a significant step towards integrating the human component to m-government," Al Janahi said.
11

Exmaple: MoFA idea contest

 Promoting Logo design contest through SM
 Increase awareness about the contest

 Acknowledge respondents
 Announcing winner

12

Examples: Smart App for Smart Government – Abu Dhabi City Guard

 Allows AD residents to report Incidents
 Collaboration between several gov department
 Citizens engaged to improve security and general
safety of Abu Dhabi
 Capture video, photos, voice
 Location on the incident
 Follow up on the case
 App available for iPhone/android/blackberry

13

Conclusions

 Social Media (if used properly) plays a vital role in enhancing smart government communication
 Social Media should be part of the overall government services and information strategy

 Need to explore other social Media channels such as LinkedIn and Google+
 Employee-centric strategies to use a combination of organization and consumer SM tools
 Metrics is needed to understand and quantify the value of citizen experience

14

“The government is not a power over people. It is a power to serve the people”
H.H. Sheikh Mohammed Bin Rashid Al Maktoum

15

How social media can add value to smart government

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