Serving the Future with Power of Analytics Government entities in the region are facing similar challenges: increased focus on law and order; high incidence of chronic diseases; young population and large expat workforce; unprecedented demands for increased efficiency, etc. This report shows that data driven approach can provide government entities the tools needed to function in a more citizen-centered, market based, and results-oriented environment. This study was prepared in collaboration with Peppers & Rogers Group.

Strengthening public confidence and driving efficiency Vital to the smooth operation of any government entity is gaining the trust of those it is trying to serve. Mobile communications and social media sharing experiences have increased customers’ expectations towards government services. This report highlights the importance of building trustworthy interactions which are more efficient for citizens and more cost-effective for government entities. This study was prepared in collaboration with Peppers & Rogers Group.

Engaging Citizens and Private Sector in Service Design and Delivery Engaging citizens in service design and delivery is crucial to help Government entities implement their strategy and enable economic development. This study prepared in collaboration with A.T. Kearney is based on broad survey of UAE public and private representatives, identifies specific challenges and opportunities in Citizen engagement and provides actionable recommendations to develop better public services.

This book includes a summary of the first Government Summit proceedings held under the theme "Excellence in Government Services” on 11 – 12 February, 2013 in Dubai under the patronage and presence of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of UAE and Ruler of Dubai. The book documents the most important quotes by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of UAE and Ruler of Dubai; His Highness Sheikh Saif Bin Zayed Al Nahyan, Deputy Prime Minister and Minister of Interior; and His Highness Sheikh Mansour Bin Zayed Al Nahyan, Deputy Prime Minister and Minister of Presidential Affairs. The book also contains an overview of the sessions and workshops held during the summit.

Based on a survey of 18400 customers in Abu Dhabi government, this report highlights the importance of developing a deep understanding of the customer’s current experience using a structured methodology that takes into account the different satisfaction drivers that are relevant to different types of customers. This report was prepared in collaboration with General Secretariat of The Executive Office of Abu Dhabi Government.

Innovate. Scale. Measure. Incent. Prepared in collaboration with Deloitte, This is a review of leading practices in the public sector in the UAE, Australia, Canada, Singapore, and the UK informed by interviews with senior public servants and subject matter experts. It shows how to drive efficiency in four key areas: innovation in public services; scaling the use of efficient practices; improving the use of measurement and analytical tools; and strengthening management incentives.