Seamless government experience

 

Open to: All government ministries and government owned companies operating in the Middle East, Central and South Asia and North Africa

The Middle East will be defined by the following countries for the purpose of the award - GCC countries (to include Bahrain, Kuwait, Oman, Saudi Arabia, and the United Arab Emirates), Jordan, Lebanon, Iraq, Iran, Palestine Territories and Turkey. 

Central and South Asia will be defined by the following countries for the purpose of the award - Afghanistan, Bangladesh, India, Kyrgyzstan, Kazakhstan, Pakistan, Sri Lanka, Tajikistan, Turkmenistan, and Uzbekistan.

North Africa will be defined by the following countries for the purpose of the award - Algeria, Egypt, Libya, Mali, Morocco, Sudan, Tunisia, Libya and Mauritania.

 

About this category:  

This award will go to the government agency that is actively investing and improving their citizen offering by utilising innovative technologies across channels. 
 
Their success will be judged on the initiative’s usability, technological innovation, citizen uptake, multi-channel approach and its impact on citizen service innovation and quality of service. 
 

Criteria: 

Entrants will be judged on their answers to the following questions: (Answers to each question will be cut off after 250 words) 

  1. ​What is your government initiative called? When was it launched?
  2. Describe the 3 objectives behind the digital initiative 
  3. Describe the 3 unique features that have enhanced the experience of critical government services  
  4. What channels do you offer the citizen and how do you ensure the transition between them is seamless? 
  5. How do you connect with the omnichannel citizen? Eg. Self-service, video chat, live chat, smart bots, AI, etc 
  6. What percentage of current citizens have used the digital platform since its launch? (Please note this number can be an absolute or percentage)
  7. In creating a seamless government experience, how do you merge online and offline experiences?
  8. Demonstrate how the seamless strategy will improve the future of the citizen experience