Digital Government & Citizen E-Services Transformation
How a ministry or authority moves from paper transactions to integrated digital services: service design, digital identity, inter-agency data exchange and citizen-satisfaction measurement.
Leptis Magna
Programme overview
A hands-on programme for government leaders responsible for service delivery: process re-engineering, citizen-journey design, digital identity and e-payment, government interoperability platforms, data governance and the UN e-government indicators.
Learning Objectives
- Redesign a complete government service digitally end to end.
- Specify digital identity, e-payment and e-signature requirements.
- Build an inter-agency data-exchange model.
- Set indicators for service performance and citizen satisfaction.
Target Audience
- Deputy ministers and directors of services and digital transformation.
- Government IT directors.
- Leaders of public authorities and state banks serving the public.
Program Curriculum
- Module 1
Day 1: Digital-government strategy
- Digital-government maturity and the UN index
- Prioritising services by impact and volume
- Module 2
Day 2: Service design and the citizen journey
- Process re-engineering and removing redundant steps
- Workshop: a citizen journey for a real service from the participant's institution
- Module 3
Day 3: Digital identity and interoperability
- Digital identity, e-signature and e-payment
- Government interoperability platform and data governance
- Cybersecurity and citizen-data privacy
- Module 4
Day 4: Delivery and measurement
- Vendor contracting and running the transformation project
- Service indicators, citizen satisfaction and the leadership dashboard
- A 12-month plan for each institution