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EXCLUSIVE – Government Leadership Forum on digital transformation in the public sector

EXCLUSIVE – Government Leadership Forum on digital transformation in the public sector

On
10 April 2018, over 50 leaders and senior executives from government agencies gathered
for a discussion on digital transformation in the public sector organised by
OpenGov and VMware. Participants represented governments of nine countries
across the region – Singapore, Malaysia, Indonesia, Thailand, Philippines,
Bangladesh, Pakistan, Sri Lanka, and South Korea.

Mr Mohit Sagar, Managing Director and Editor-in-Chief of OpenGov kicked off the Forum talking about the imperative of digital transformation in the public sector. He highlighted the importance of understanding citizens’ needs and incorporating design thinking into the provision of public services.

Mr Mohit Sagar, Managing Director and Editor-in-Chief of OpenGov 

Fireside chat

Mr
Sagar was then joined by Mr Pat Gelsinger, CEO of VMware, for a fireside chat.
The two discussed the potential of technology in improving lives.

Mr
Gelsinger shared his experience of being part of governments’ digital
transformation journeys, including VMware’s support to Mayor Michael
Bloomberg’s initiative for establishing common data infrastructure across 34 government
departments in New York City. The project saw the establishment of a common
private cloud that helps agencies solve issues in data interchange, security
and interoperability.

“The
role of the government is to do those things that can’t be done by citizens or
private markets,” Mr Gelsinger said, as he gave the example of India’s national
identity system as an impressive government-driven initiative that transforms
and modernises the country.

The
two also talked about the General Data Protection Regulation (GDPR) which will
soon take effect in Europe. Mr Gelsinger said it might be the most important
piece of legislation in the technology domain in a long time, as it will set a
standard for data privacy requirements around the globe. In his prediction
about data privacy legislations in other regions, Mr Gelsinger commented that
governments should “make new mistakes” by learning from other countries’ experience
and solve new problems.

On
how government can drive smart city or smart nation initiatives, Mr Gelsinger said
governments should start small and gain momentum by leveraging on existing
infrastructure. Governments can start with identifying pilot projects and/or
cities as use cases for targeted technologies and let the snowball effect kick
in with demonstrated success. He also highlighted the importance of nurturing
talent through education and research.

Fireside chat with Mr Pat Gelsinger, CEO of VMware

Case study

The
fireside chat was followed by a sharing by Mr Bruce Davie, CTO (APJ) of VMware,
on a case study of how the company helped to transform a federal government
agency by modernising and delivering mission-aligned IT.

In
this case, the federal government agency was pursuing a self-service model in
its service provision to the public through a mobile app and a website. It was
also faced with other challenges in compliance and risk, contestability of
infrastructure, and fluctuations in consumer demands.

The
VMware solution to this case was the establishment of a hybrid cloud ecosystem
which: (1) improves agility through continuous delivery and DevOps, (2) supports
the creation of contemporary services, (3) allows for contestability of
infrastructure providers thus greater vendor value, (4) supports pay-as-you-go
billing through utility computing, and (5) supports the Government’s
Cloud-First policy.

Mr Bruce Davie

Sharing

Mr Gabor
George Burt, author of the book Slingshot, shared his insights on innovation, creativity
and strategy. 

He emphasised how digital transformation in the government can
drive emotional transformation and satisfaction among citizens. According to Mr
Burt, the goal of innovation is “to turn pain points into points of delight and
infatuation”. 

In achieving this, he also shared the analytical tool of his Slingshot
Framework, the Infatuation Interval Index (I³), to measure such emotional transformation.

The I³ uses algorithmic analysis of
social media and big data to provide a simplified measure of Infatuability, which
is defined by how deeply, how broadly, and how long a product or service takes
to create a state of infatuation for customers.

Mr Gabor Burt

Panels

After
industry experts shared their insights on digital transformation and how it
applies to the public sector, the Forum then explored the human aspect of it
through the lens of citizens and government leaders.

Citizen panel

Five
residents of Singapore were invited to be on the Citizen Panel to discuss what
government digital transformation and smart nation mean to them and how the
government can transform its services to make their lives better. The five
panellists represented an expat, a student, a working mother, an entrepreneur,
and a senior citizen.

When
asked about the type of digital public service they use in everyday life, the
panel gave diverse answers:

Jin
Qiang, a second-year student at the Singapore Management University, shared
that he and his peers in the programme of Information Systems often develop
applications using the data is made available on the Data.gov.sg platform. He also uses the National
Library Board’s (NLB) mobile app to locate and reserve library items.

Working
mother Stephanie has two young kids and is always on the road. Like most
working adults, the major government service relevant to Stephanie is tax
payment. She also uses healthcare services to make appointments for her
children and aging mother. Most of the time, she accesses government services
through her mobile.

Working
father and entrepreneur Issac runs an accounting and advisory agency as well as
a family-owned food business. In his profession, he frequently uses government
apps to assist clients’ corporate processes, such as to register companies, pay
taxes and settle Central Provident Fund (CPF) payment.

Senior
citizen Jennifer is self-employed and exploring various digital services
through both government apps as well as other online banking apps. She
commented that digital public services are convenient but the elderly might
need some help to learn how to use them efficiently.

Ashok
is an expat who moved to Singapore over three years ago. In getting his pet to
Singapore, Ashok commented that the Agri-Food
& Veterinary Authority of Singapore (AVA) 
website is easy to
navigate and helped him in the customs clearance and quarantine process.

Panellists
said smart nation should help improve their lives as well as to make access to
public services easier. They also discussed that smart nation is not just about
the technology, but also citizen engagement and education to “get everybody
smarter together”.

Citizen panel

Government panel

Moving
on, four government technology leaders from Singapore, Korea, Indonesia, and
the Philippines shared how they drive a digital-by-design government towards
public service excellence.

On
how governments engage citizens as well as measure the success of service
delivery, the panellists mentioned that they collect feedback from public
users, make use of social media and other valuable touch points, such as public
libraries and community centres to reach out to citizens.

In
designing personalised public services, governments adopt a data-driven
approach in the design of public service delivery. On top of that, Singapore
also adopts a customer-oriented approach to personalised public services based
on moments of life and the relevant type of agencies individuals will need to
approach. At the same time, digital inclusiveness is also a concern for
governments. As such, NLB of Singapore, for example, is rolling out digital
readiness programme to educate senior citizens and other members of the
society.

Government panel

Gamification

The exclusive gamification developed in collaboration with VMware is designed to be interactive, scenarios were presented with analysis and meant to facilitate discussions on the issues affecting government’s public-sector digital landscape, as well as cutting-edge capabilities and technologies. Participants were divided into five teams. All teams were presented with three scenarios and given the choice of actions to take to respond to digital challenges.

Gamification

For example, in scenario 1, the teams were tasked to develop a 5-year blueprint for the city by lowering operational IT costs, redesigning IT infrastructure and data centers, ensure smooth and efficient public service delivery, and secure government IT services. The teams then discussed their options and picked their top 5 priorities to achieve the above-mentioned objectives. Answers were revealed after each round with explanations and analysis. Teams were given scores to keep track on their performance in all three rounds.

Throughout the process, participants actively worked with their teams to discuss the most appropriate response to the given real life-inspired IT challenge. The engaging and interactive session was intended to facilitate discussion and give attendees real ammunition to take back to the office.

Gamification

PARTNER

Qlik’s vision is a data-literate world, where everyone can use data and analytics to improve decision-making and solve their most challenging problems. A private company, Qlik offers real-time data integration and analytics solutions, powered by Qlik Cloud, to close the gaps between data, insights and action. By transforming data into Active Intelligence, businesses can drive better decisions, improve revenue and profitability, and optimize customer relationships. Qlik serves more than 38,000 active customers in over 100 countries.

PARTNER

CTC Global Singapore, a premier end-to-end IT solutions provider, is a fully owned subsidiary of ITOCHU Techno-Solutions Corporation (CTC) and ITOCHU Corporation.

Since 1972, CTC has established itself as one of the country’s top IT solutions providers. With 50 years of experience, headed by an experienced management team and staffed by over 200 qualified IT professionals, we support organizations with integrated IT solutions expertise in Autonomous IT, Cyber Security, Digital Transformation, Enterprise Cloud Infrastructure, Workplace Modernization and Professional Services.

Well-known for our strengths in system integration and consultation, CTC Global proves to be the preferred IT outsourcing destination for organizations all over Singapore today.

PARTNER

Planview has one mission: to build the future of connected work. Our solutions enable organizations to connect the business from ideas to impact, empowering companies to accelerate the achievement of what matters most. Planview’s full spectrum of Portfolio Management and Work Management solutions creates an organizational focus on the strategic outcomes that matter and empowers teams to deliver their best work, no matter how they work. The comprehensive Planview platform and enterprise success model enables customers to deliver innovative, competitive products, services, and customer experiences. Headquartered in Austin, Texas, with locations around the world, Planview has more than 1,300 employees supporting 4,500 customers and 2.6 million users worldwide. For more information, visit www.planview.com.

SUPPORTING ORGANISATION

SIRIM is a premier industrial research and technology organisation in Malaysia, wholly-owned by the Minister​ of Finance Incorporated. With over forty years of experience and expertise, SIRIM is mandated as the machinery for research and technology development, and the national champion of quality. SIRIM has always played a major role in the development of the country’s private sector. By tapping into our expertise and knowledge base, we focus on developing new technologies and improvements in the manufacturing, technology and services sectors. We nurture Small Medium Enterprises (SME) growth with solutions for technology penetration and upgrading, making it an ideal technology partner for SMEs.

PARTNER

HashiCorp provides infrastructure automation software for multi-cloud environments, enabling enterprises to unlock a common cloud operating model to provision, secure, connect, and run any application on any infrastructure. HashiCorp tools allow organizations to deliver applications faster by helping enterprises transition from manual processes and ITIL practices to self-service automation and DevOps practices. 

PARTNER

IBM is a leading global hybrid cloud and AI, and business services provider. We help clients in more than 175 countries capitalize on insights from their data, streamline business processes, reduce costs and gain the competitive edge in their industries. Nearly 3,000 government and corporate entities in critical infrastructure areas such as financial services, telecommunications and healthcare rely on IBM’s hybrid cloud platform and Red Hat OpenShift to affect their digital transformations quickly, efficiently and securely. IBM’s breakthrough innovations in AI, quantum computing, industry-specific cloud solutions and business services deliver open and flexible options to our clients. All of this is backed by IBM’s legendary commitment to trust, transparency, responsibility, inclusivity and service.

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