There's a new style to the classic government fundamental of being citizen centric. My point of view shared at the 23rd GCC Smart Government and Smart Services Conference in Duba (May 2016).

1. Citizen Centric Government
The 21st century style of a classic
government fundamental
lynn_reyes@us.ibm.comLynn Reyes

2. © 2016 IBM Corporation2
A mandate for 21st century citizen centric government
Powerful forces
“Let me tell you
something important”
“Let’s work together”
“Make it easier for me
when I have to do
something with you”
“Know me”
“Tell me how we’re doing; and
show me the value for money”
who I am
issues, wants
needs, events
expectations,
perceptions
advancing
“what’s
important”
consuming,
transacting
complying
progress,
performance,
“health”
Expanding impact and
complexity of the digital
flood
Rising expectations
compounded by changing
demographics
Political competition
Shrinking budgets alongside
growing public / managerial
pressure
Blurring boundaries
between public and private
sectors

3. © 2016 IBM Corporation3
A mandate for 21st century citizen centric government
Powerful forces
Expanding impact and
complexity of the digital
flood
Rising expectations
compounded by changing
demographics
Political competition
Shrinking budgets alongside
growing public / managerial
pressure
Blurring boundaries
between public and private
sectors

4. Citizen-centric government today
© 2016 IBM Corporation4
A modern style of governance where governing parties put the needs
and well-being of the citizen at the core of public value creation
using
• Information-as-currency
• Communications-as-hyper-connector
• Technology-as-catalyst
In doing so, they interact with and deliver unified services and
experiences in context and when needed.
The result – a relationship characterized by mutual trust, transparent
reciprocity, shared accountability, increased confidence and inclusive
progress.
24 x 7

5. It’s all about the relationship
© 2016 IBM Corporation5
Citizens
à Relationship ß Citizen-centric
Government
“Know me”
Open up and
inform …
“Let me tell you something
important”
Listen and
engage …
“Let’s work together”
Co-define, co-create,
co-deliver …
“Make it easier for me when I have
to do something with you” Execute / Deliver ..
“Tell me how we’re doing and show
me the value for money”
Measure and
articulate …
Transparency
Authenticity
Collaboration
Responsiveness,
Efficiency
Performance,
Progress

6. Systems of
Record
Structured, analytical, logical
Systems of
Engagement
Creative, cognitive, intuition
Enterprise
Integration
MDM and
Data
Warehouse
Big Data
Traditional
Sources
New
Sources
Structured
Repeatable
Linear
Demographic
Data
Education
Benefits, Claims
Transactions
Programs
Fees, Rules
Payments
Unstructured
Exploratory
Dynamic
Click streams
Life Events
Social Data
Call Transcripts
Images, Video
RFID/NFC
Geo Loc.
Channels
Weather
Traffic
Home Sensors
Telemetry
Front
Office
Applications
Core
Systems
Business and
Analytics Services
Data Data
Dashboards
Micro-Segments
Engagement Behaviors
Brand Analysis
Social Links
Next Best Action
Retention
Prevention
Predictions
Assistance
360o View of Citizen
Desired Collaboration
Citizen Sentiments
Life Events
Default Indicators
Risk Predictions
Prospects
Issue Detection
Citizen Profile
Performance Indicators
Information
Management
Data
Governance
Emergence: Systems of Insight
Analytical systems are moving towards providing insights-as-a-service
… taking different roadmaps, depending on focus
Citizen-centric Government
Open up and inform …
Listen and engage …
Co-define, co-create, co-deliver …
Execute / Deliver ..
Measure / Articulate …
creates insights for
consumption and
value creation
provides accessibility
and a means to engage,
demanding more
drives data utility
for analysis
© 2016 IBM Corporation6
More and more leaders are embracing this new style by
implementing 21st century capabilities …

7. Systems of
Record
Structured, analytical, logical
Systems of
Engagement
Creative, cognitive, intuition
Enterprise
Integration
MDM and
Data
Warehouse
Big Data
Traditional
Sources
New
Sources
Structured
Repeatable
Linear
Demographic
Data
Education
Benefits, Claims
Transactions
Programs
Fees, Rules
Payments
Unstructured
Exploratory
Dynamic
Click streams
Life Events
Social Data
Call Transcripts
Images, Video
RFID/NFC
Geo Loc.
Channels
Weather
Traffic
Home Sensors
Telemetry
Front
Office
Applications
Core
Systems
Business and
Analytics Services
Data Data
Dashboards
Micro-Segments
Engagement Behaviors
Brand Analysis
Social Links
Next Best Action
Retention
Prevention
Predictions
Assistance
360o View of Citizen
Desired Collaboration
Citizen Sentiments
Life Events
Default Indicators
Risk Predictions
Prospects
Issue Detection
Citizen Profile
Performance Indicators
Information
Management
Data
Governance
Emergence: Systems of Insight
Analytical systems are moving towards providing insights-as-a-service
… taking different roadmaps, depending on focus
© 2016 IBM Corporation7
More and more leaders are embracing this new style by
implementing 21st century capabilities …

8. … even as they balance the challenges of doing so
© 2016 IBM Corporation8
Challenges
1. Delivering unified services and
experiences professionally and in context
2. Sharing resources efficiently and
information appropriately
3. Capitalizing on new techniques, channels,
technologies cost effectively (ROI)
4. Clarifying “who does what” and
coordinating responses
5. Balancing political expediency with
sustaining quality

9. Moving forward, leaders will embrace 21st century citizen centricity to
drive outcomes, learn and lead
© 2016 IBM Corporation9
Value
Time
Manage Data
Analyze patternsGetting the basics right
Stage 1: Acquainted
Optimize OutcomesKnowledge from
Information
Stage 2: Interacting
Real-time
Intelligence
Stage 3: Engaged
Advanced Risk
Management
Stage 4: Committed
At-scale Augmented
Expertise
Stage 5: Co-creating
Progression Path: Over time, indicators will
also look different as relationships evolve

10. How? Start with the citizen
 Who are they and what matters to them?
Understand the drivers of citizen satisfaction (and dissatisfaction) and define
measures of citizen centricity along those drivers
‚ For those services that are most tangible to them, what are the
touchpoints with government?
Identify opportunities for improving citizen centricity
ƒ How is their journey with you experienced?
Design experiences for people – not for processes or products – looking
through their eyes … walking in their shoes .. along with them
„ What should your solution really be?
Translate the journey into a “total citizen solution,” aligning the right mix of
modern capabilities and rationalizing front-office and back-end
… How do we make it “stick” ... and how are we doing?
Establish and execute the right engagement and governance
© 2016 IBM Corporation10

11. © 2016 IBM Corporation11
So how are citizens experiencing you?

12. © 2016 IBM Corporation12

13. Winner of the Dubai Tifli Award: Dubai Health Authority
© 2016 IBM Corporation13

14. © 2016 IBM Corporation14
Operating Models
Analytics
Competency
Governance
Ecosystem
Architecture
Adoption Enablement
and Business Change

15. 21st century citizen centric government
© 2016 IBM Corporation15
Economic
Development
Quality of Life
Safety and
Security
Governance
Economic Vitality
and Resiliency
Societal
Development
Public
Confidence
Accountability
and Trust
Transparency
Authenticity
Collaboration
Responsiveness,
Efficiency
Performance,
Progress

16. © 2016 IBM Corporation16