Discussing the Future of Digital Government

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1 Discussing the Future of Digital Government Challenges Priorities Insights and Smart Solutions Global Webinar 5 June minutes

2 F u t u r e o f D i g i t a l G o v e r n m e n t 1 The Approach T h e H i g h - L e v e l E x p e r t s, L e a d e r s a n d P r a c t i t i o n e r s ( H E L P ) N e t w o rk w a s c r e a t e d i n t o f a c i l i t a t e t h e d y n a m i c e x c h a n g e o f k n o w l e d g e a b o u t g o v e r n m e n t t r a n s f o r m a t i o n b e t w e e n g o v e r n m e n t p e e r s. M o l d o v a, M o n g o l i a a n d R w a n d a a m o n g m a n y o t h e r s h a v e b e n e f i t t e d f r o m t h e s h a r i n g o f b r e a k t h r o u g h e x p e r i e n c e s, s t r a t e g i e s a n d i n s i g h t s t h a n k s t o t h e f i n a n c i a l s u p p o r t f r o m t h e K o r e a n I C T T r u s t F u n d. T h e s e b e n e f i t s a r e e v i d e n t i n t h e d e s i g n, g o v e r n a n c e a n d i m p l e m e n t a t i o n o f n a t i o n a l s t r a t e g i e s a n d e - g o v e r n m e n t i n f r a s t r u c t u r e. N o w, i n a s s o c i a t i o n w i t h t h e I n t e r n a t i o n a l C o u n c i l f o r I T i n G o v e r n m e n t A d m i n i s t r a t i o n, t h e N e t w o r k i s r e s p o n d i n g t o r e q u e s t s t o b e c o m i n g m o r e i n c l u s i v e a n d o p e n f o r d i a l o g u e w i t h t h e g l o b a l e x p e r t c o m m u n i t y. T h i s W e b i n a r w a s c o n d u c t e d i n v o l v i n g m e m b e r s o f t h e H E L P N e t w o r k a n d t h e I C A, a n d c o - o r d i n a t e d b y t h e I C T S e c t o r U n i t o f t h e W o r l d B a n k. I n d i v i d u a l p a r t i c i p a n t s f r o m 3 5 c o u n t r i e s w e r e a b l e t o r e g i s t e r a n d p a r t i c i p a t e. E x p e r t p a n e l i s t s r e s p o n d e d t o n o m i n a t e d q u e s t i o n s a n d J a n e T r e a d w e l l a n d F r a n k L e y m a n f a c i l i t a t e d d i s c u s s i o n. W e b i n a r p a r t i c i p a n t s w e r e i n v i t e d t o p a r t i c i p a t e u s i n g t h e w e b i n a r c h a t f u n c t i o n o r t h r o u g h t w i t t e r o n # d i g i g o v. T h e f u t u r e o f d i g i t a l g o v e r n m e n t m e a n s : G o v 3. 0 w i l l d e v e l o p t h r o u g h o p e n p a r t n e r s h i p s w i t h c i v i l s o c i e t y a n d t h e p r i v a t e s e c t o r a n d w i l l g e n e r a t e j o b s, g r o w t h & h a p p i n e s s t h e j u d i c i o u s b a l a n c e b e t w e e n t o p - d o w n a n d o u t s i d e - i n d e f i n e d p r i o r i t i e s f o r g o v e r n m e n t s e r v i c e s ; a s h a r e d d i g i t a l e - i n f r a s t r u c t u r e s f o r g o v e r n m e n t, b u s i n e s s a n d c i v i l s o c i e t y ; t h e c o - d e s i g n a n d d e l i v e r y o f a p p s a n d s e r v i c e s w i t h c i t i z e n s a n d s m a l l e n t e r p r i s e s ; a n d s e r v i c e s a n d i n i t i a t i v e s t h a t a r e u n d e r p i n n e d b y a d i g i t a l b y d e f a u l t a n d o p e n d a t a p o l i c i e s. T h i s i s a l l a n t i c i p a t e d a n d b e i n g p u r s u e d b y m a n y n a t i o n s. C o l l e c t i v e l y, t h e s e i n s i g h t s m a y p r o v i d e p o t e n t i a l l e a p f r o g o p p o r t u n i t i e s f o r d e v e l o p i n g n a t i o n s t o m o v e f o r w a r d, f a s t e r a n d b e t t e r. t h e r e i s a l m o s t n o t h i n g t h a t g o v e r n m e n t c a n o r s h o u l d d o a l o n e ( p a n e l i s t )

3 F u t u r e o f D i g i t a l G o v e r n m e n t 2 P a r t i cipants 1 a nd Facilitators Jean-Philbert Nsengimana Minister of Youth and ICT, Rwanda Rwanda Liam Maxwell UK Government Chief United Kingdom Technology Officer Dave Adamson Deputy CIO for Canada at Canada Treasury Board of Canada Secretariat Rajendra Kumar Joint Secretary (e-gov) at India Department of Electronics and IT, India Wonki Min Spokesperson, Korean Korea Ministry of Science, ICT & Future Planning Stela Mocan Executive Director of the e- Moldova Government Centre, Moldova Facilitators Jane Treadwell Former CEO DesignGov, Australia Australian Government, and government CIO Frank Leyman Former President, ICA and Belgium World Bank Hosts Chris Vein Randeep Sudan Oleg Petrov ICT Global Sector Chief Innovation Officer Sector Manager HELP Co-ordinator Global Contributors 1 A p o l o g i e s w e r e r e c e i v e d f r o m M r A l e x e y K o z y r e v, D e p u t y M i n i s t e r o f T e l e c o m & M a s s C o m m u n i c a t i o n s, R u s s i a, w h o u n f o r t u n a t e l y w a s u n a b l e t o a t t e n d d u e t o t h e c o n t i n u a t i o n o f a p r i o r g o v e r n m e n t m e e t i n g

4 F u t u r e o f D i g i t a l G o v e r n m e n t 3 I n t r o d u c t i o n a n d w elcome R a n d e e p S u d a n, I C T S e c t o r M a n a g e r, W o r l d B a n k T h e W o r l d B a n k i s s e e k i n g t o d r a w o n t h e b e s t g l o b a l e x p e r t i s e t o h e l p d e v e l o p i n g c o u n t r i e s i n t h e i r u s e o f I C T this a g e n d a i s a t t h e f o r e f r o n t o f t h e I C T S e c t o r U n i t s c o l l a b o r a t i v e w o r k. T h e b e n e f i t s o f t h i s a p p r o a c h w e r e d e m o n s t r a t e d f o l l o w i n g t h e m e e t i n g b e t w e e n t h e P r i m e M i n i s t e r o f M o l d o v a a n d t h e P r e s i d e n t o f W o r l d B a n k w h e r e t h e y s h a r e d a d e s i r e t o c o n t a c t t h e b e s t e x p e r t s a n d e n c o u r a g e t h e s e e x p e r t s to d i s c u s s t h e f u t u r e o f e - gove r n m e n t a n d h o w i t m i g h t b e s t b e a p p l i e d i n a d e v e l o p i n g c o u n t r y. T h i s n e t w o r k s u b s e q u e n t l y e m e r g e d w i t h m a n y i n s i g h t s c a p t u r e d o n t h e m u l t i p l e c h a l l e n g e s a n d i s s u e s f a c i n g g o v e r n m e n t s a r o u n d t h e w o r l d. D e v e l o p i n g c o u n t r i e s h a v e t h e o p p o r t u n i t y t o l e a p f r o g j u s t t r y i n g t o r e p l i c a t e s u c c e s s f u l m o d e l s i n t h e d i g i t a l w o r l d, m a y b e a p a t h t o f a i l u r e beca u s e t e c h n o l o g i e s a r e c h a n g i n g s o q u i c k l y. I t m a y b e b e s t t o t h i n k a b o u t t h e n e x t w a ve a n d t o t r y t o a n t i c i p a t e w h a t i s o v e r t h e h o r i z o n. T h i s m a y i d e n t i f y t h e o p p o r t u n i t i e s t h a t deve l o p i n g c o u n t r i e s c a n a c h i e v e b y l e a p f r o g g i n g t h e e x p e r i e n c e s o f d e v e l o p e d n a t i o n s. T o d a y s d i s c u s s i o n o f t h e f u t u r e i s t h e r e f o r e v e r y i m p o r t a n t a n d t h e v i t a l q u e s t i o n i s : W h a t s h o u l d b e t h e s h a p e a n d f o r m o f D i g i t a l G o v e r n m e n t a s w e g o f o r w a r d? C h r i s V e i n, C h i e f I n n o v a t i o n O f f i c e r f o r G l o b a l I C T D e v e l o p m e n t C h r i s w e l c o m e d t h e p a n e l i s t s a n d r e g i s t e r e d p a r t i c i p a n t s i n d i c a t i n g h i s e n t h u s i a s m f o r t h i s H E L P n e t w o r k p r o v i d i n g u s e f u l g u i d a n c e a n d h e l p t o d e v e l o p i n g c o u n t r i e s a n d t h o s e i n t h e M i d d l e E a s t w h e r e h e h a d r e c e n t l y t r a v e l l e d. Jane T r e a d w e l l, F a c i l i t a t o r I n t r o d u c t i o n M a n y g o v e r n m e n t s a r o u n d t h e w o r l d h a v e p u r s u e d e - g o v e r n m e n t a n d n o w d i g i t a l g o v e r n m e n t s t r a t e g i e s a n d t r a n s f o r m a t i o n m a s t e r p l a n s o v e r m a n y y e a r s. I t h a s i n v o l v e d m a n y l a y e r s o f a c t i o n & d e c i s i o n - m a k i n g s t r a t e g i c / t a c t i c a l / o p e r a t i o n a l ; p o l i c y / s e r v i c e s ; b u s i n e s s ; i n f o r m a t i o n a n d I C T ( s e e s l i d e ) a n d t h e r e h a s b e e n m u c h a c t i o n, i n v e s t m e n t, d i s r u p t i o n, c h a n g e, e x c i t e m e n t, r e w o r k i n g, g r o w t h, c h a n g e s i n l e a d e r s h i p s t y l e a n d a w a r e n e s s a b o u t I C T, c o n f r o n t i n g c u l t u r e, d e c i s i o n - m a k i n g a n d r e s o u r c e u s e.

5 F u t u r e o f D i g i t a l G o v e r n m e n t 4 I n d i f f e r e n t c o u n t r i e s ; t h e r e h a v e b e e n d i f f e r e n t p r i o r i t i e s, b u t m a n y s i m i l a r c h a l l e n g e s. W e w i l l d i s c u s s a n y o r a l l o f t o p i c s e. g. d e a l i n g w i t h t h e d e s i g n a n d d e l i v e r y o f d i g i t a l g o v e r n m e n t t h e r a n g e o f s t a k e h o l d e r s, c o n t r o l s, r e g u l a t i o n s, m a n d a t e s, c h a n g e, i n n o v a t i o n, a c c o u n t a b i l i t y, r e l a t i o n s h i p s a n d e x p e c t a t i o n s. I t m a y o p e n u p p o s s i b i l i t i e s f o r t h o s e i n o t h e r p a r t s o f t h e w o r l d t o d i g d e e p e r a n d d i s c o v e r n e w i d e a s a n d t e c h n i q u e s t o a p p l y. F r a n k L e y m a n - I n t e r n a t i o n a l C o u n c i l f o r I T i n G o v e r n m e n t A d m i n i s t r a t i o n ( I C A ) 2 T h e I C A i s a n I n t e r n a t i o n a l o r g a n i s a t i o n e s t a b l i s h e d i n , c o m p r i s i n g r e p r e s e n t a t i v e s o f n a t i o n a l g o v e r n m e n t s w h o l e a d t h e e G o v e r n m e n t s t r a t e g y i m p l e m e n t a t i o n a n d / o r a r e t h e g o v e r n m e n t C I O. I t s e e k s t o k e e p u p t o d a t e o n w h a t i s b e i n g d o n e i n v a r i o u s c o u n t r i e s a n d t o e x p l o r e c o m m o n c h a l l e n g e s a n d w a y s t o m o v e f o r w a r d o n t h e d i g i t a l g o v e r n m e n t a g e n d a. 2 T h e I n t e r n a t i o n a l C o u n c i l f o r I n f o r m a t i o n T e c h n o l o g y i n G o v e r n m e n t A d m i n i s t r a t i o n ( I C A ) i s a n o n - p r o f i t o r g a n i s a t i o n e s t a b l i s h e d t o p r o m o t e t h e i n f o r m a t i o n e x c h a n g e o f k n o w l e d g e, i d e a s a n d e x p e r i e n c e s b e t w e e n C e n t r a l G o v e r n m e n t I T A u t h o r i t i e s o n a l l a s p e c t s o f t h e i n i t i a t i o n, d e v e l o p m e n t a n d i m p l e m e n t a t i o n o f c o m p u t e r - b a s e d s y s t e m s i n a n d b y G o v e r n m e n t.

6 F u t u r e o f D i g i t a l G o v e r n m e n t 5 T h e i n t e n t o f t h e I C A a l i g n s p e r f e c t l y w i t h t h e e f f o r t s o f t h e W o r l d B a n k a n d t h i s n e t w o r k, w h i c h i s p a r t i c u l a r l y w e l l - a s s i s t e d b y this H E L P p l a t f o r m. I n a p p r o a c h i n g d i g i t a l g o v e r n m e n t i n d e v e l o p i n g c o u n t r i e s t h e s a m e c h a l l e n g e s s e e m t o i n s p i r e m o r e c r e a t i v e a p p r o a c h e s a n d t h i s n e t w o r k c a n b r i n g t h e t w o p a r t s o f t h e w o r l d t o g e t h e r. C h a l l e n g e 1. W h a t d o yo u s e e a s t h e n e x t p h a s e o r i t e r a t i o n o f d i g i t a l g ove r n m e n t i n yo u r c o u n t r y or w or l dw ide? R w a n d a h t t p : / / w w w. g o v. r w / C a b i n e t I n R w a n d a w e a r e g r a t e f u l t o b e a b l e t o d r a w o n t h e e x p e r t i s e o f t h e H E L P n e t w o r k. R w a n d a i s g o i n g t h r o u g h a m a s s i v e t r a n s f o r m a t i o n i n h o w g o v e r n m e n t c a n b e t t e r l e v e r a g e n e w t e c h n o l o g i e s t o b e m o r e e f f i c i e n t, t r a n s p a r e n t a n d r e s p o n s i v e ( O f f i c e o f t h e M i n i s t e r f o r P u b l i c S e r v i c e ). W e h a v e h e a t e d d i s c u s s i o n s o n h o w t h i s c a n b e s t b e d o n e. The t r a n s f o r m a t i o n p r o c e s s w i l l h a v e a p r o f o u n d i m p a c t o n t h e e f f e c t i v e n e s s o f g o v e r n m e n t m o v i n g f o r w a r d, a n d o n t h e c o s t s o f g o v e r n m e n t. I t w i l l d e p e n d o n t h r e e f a c t o r s : T e c h n o l o g y The c o n s u m e r s i d e o f t e c h n o l o g y e n a b l e s a c c e s s t h r o u g h m o b i l e t e c h n o l o g y a n d b r o a d b a n d s e r v i c e s ; w i t h t h e c o n s o l i d a t e d b a c k e n d d e l i v e r e d v i a t h e N a t i o n a l D a t a C e n t r e a n d c l o u d s e r v i c e s t h r o u g h t h e C l o u d F i r s t P o l i c y. W i t h t h e s e i n i t i a t i v e s, G o v e r n m e n t w i l l b e a b l e t o a c c e s s i n f o r m a t i o n, i n c l u d i n g t h a t o f i t s o w n p e r f o r m a n c e ; t h e C o m m a n d C e n t r e w i l l p r o v i d e r e a l t i m e d a t a a n a l y s i s a n d s u b s e q u e n t d e c i s i o n - m a k i n g w i l l t r a n s f o r m h o w w e o p e r a t e a s a g o v e r n m e n t ; h o w e f f e c t i v e w e c a n b e i n d e l i v e r i n g s e r v i c e s t o t h e c i t i z e n. D e m a n d D e m a n d f o r n e w s e r v i c e s, f a s t e r s e r v i c e s a n d s i m p l i c i t y i n p r o v i d i n g s e r v i c e s, t h r o u g h i n n o v a t i o n, a n d t h e n a d j u s t i n g a n d r e s p o n d i n g t o d e m a n d i s f u n d a m e n t a l. O n e o f t h e b i g g e s t i s s u e s w i t h m y c o l l e a g u e s i n t h e p u b l i c s e c t o r i s a g r e e i n g o n t h e s t r u c t u r e o f h o w I T i s d e l i v e r e d a c r o s s t h e g o v e r n m e n t a n d s u b s e q u e n t l y u s e d t o d e l i v e r s e r v i c e s t o t h e c i t i z e n s. A s w e c a n n o t p r e d i c t w i t h c e r t a i n t y w h a t a n d w h e r e d e m a n d w i l l g o w e a r e n o t a b l e t o s u b s e q u e n t l y d e t e r m i n e t h e p e r f e c t s t r u c t u r e. G ove r n m e n t n e e d s t o b e f l e x i b l e, be i n n o v a t i v e, a n d c a n u s e P P P s t o o v e r c o m e s o m e o f t h e c h a l l e n g e s.

7 F u t u r e o f D i g i t a l G o v e r n m e n t 6 R e s o u r c e s I n a d e v e l o p i n g e c o n o m y, e s p e c i a l l y a r e s o u r c e - c o n s t r a i n e d e c o n o m y t h e r e i s m o u n t i n g p r e s s u r e t o c u t r e s o u r c e s t h a t a r e s p e n t w h i l s t s t i l l i n v e s t i n g i n I T. T h i s s h o u l d n t b e a p r o b l e m, b e c a u s e g o v e r n m e n t c a n m a k e u s e o f i n v e s t m e n t s a l r e a d y m a d e. L e t g o v e r n m e n t p r o v i d e t h e p l a t f o r m a n d l e t p r i v a t e s e c t o r b u i l d f r o m t h e r e i n o r d e r t o a c c o m p l i s h o u r m i s s i o n. T h i s w i l l s u p p o r t t h e m o v e a n d a c h i e v e m e n t o f t h e S M A R T R w a n d a v i s i o n U n i t e d K i n g d o m h t t p s : / / w w w. g o v. u k S i n c e , t h e G o v e r n m e n t h a s b e e n s p e n d i n g 1 % o f i t s e c o n o m y o n i n t e r n a l a d m i n i s t r a t i o n. S o w e h a v e m a d e s i g n i f i c a n t c h a n g e s b y c o n c e n t r a t i n g t e c h n o l o g y o n t h e u s e r p o p u l a t i o n. A l l t h e d e s i g n a n d a r c h i t e c t u r a l q u e s t i o n s h a v e f o c u s e d a r o u n d u s e r d e s i g n. P r e v i o u s l y g o v e r n m e n t u s e d t o t r a d i t i o n a l l y w o r k b y c o m m i s s i o n i n g a b u s i n e s s c a s e ( f o r I T - e n a b l e d d e v e l o p m e n t s ) a n d s o m e b o d y w o u l d e v e n t u a l l y c o m e a n d b u i l d i t. Y o u s h o u l d o n l y o u t s o u r c e t h e t h i n g s y o u k n o w a b o u t a s y o u k n o w e x a c t l y h o w t h e y w o r k a n d t h e s e r v i c e s / e x p e r i e n c e s t h a t w i l l b e t r a n s f o r m ed t h r o u g h d i g i t a l g o v e r n m e n t. N o w w e d e s i g n a r o u n d u s e r s, a n d d o a n e n o r m o u s a m o u n t o f u s e r t e s t i n g t o m e e t a n d m a t c h n e e d s. T h e U K G o v e r n m e n t h a s c o n t i n u e d t o f o c u s a n d r e s h a p e s t r u c t u r e s t o e n a b l e e a s y a c c e s s t h r o u g h a s i n g l e p o i n t o f e n t r y f o r a l l c i t i z e n s t o g o v e r n m e n t. T h e n b u i l d i n g o n t h e s i n g l e p o i n t o f e n t r y, 2 5 o f t h e b i g g e s t s e r v i c e s i n g o v e r n m e n t a r e n o w b e i n g t r a n s f o r m e d i n t o d i g i t a l s e r v i c e s. T h i s c r e a t e s a n e c o n o m y o f A P I s a m o n g s t o u r s e r v i c e s a n d o u r d e p a r t m e n t s. T e c h n i c a l s o l u t i o n s a l l o w t h e s h a r i n g o f d a t a i n a n e f f e c t i v e a n d a n e t h i c a l w a y. W e h a v e c o m p o n e n t s a n d p r i n c i p l e s t h a t w e a r e d r i v i n g t h i s a c r o s s g o v e r n m e n t ( s e e G D S S l i d e s h a r e p r e s e n t a t i o n ) W e s u p p o r t o p e n s o u r c e a n d a r e v e r y s t r o n g a d v o c a t e s o f o p e n d a t a a s i l l u s t r a t e d b y t h e U K G o v e r n m e n t r e c e n t p r e s i d e n c y o f O p e n G o v P a r t n e r s h i p s. T h i s p r i n c i p l e e x t e n d s t o o p e n m a r k e t s a n d r e l a t e d p r o c u r e m e n t f r a m e w o r k s t h a t a l l o w a l e v e l p l a y i n g f i e l d f o r s m a l l a n d f o r l a r g e b u s i n e s s e s. W e h a v e p u t a l a r g e a m o u n t o f t h e w o r k w i t h s m a l l b u s i n e s s e s t h r o u g h t h e G - C l o u d t h a t f a c i l i t a t e s e c o n o m i c g r o w t h a n d s i g n i f i c a n t l y m o r e c o s t e f f e c t i v e s o l u t i o n s, e. g. a t l e a s t 5 0 % r e d u c t i o n i n c o s t s a n d w e a r e n o w l o o k i n g f o r 9 0 % o f f w h a t w e h a v e b e e n q u o t e d p r e v i o u s l y. W e r e d o i n g i t w o r k i n g w i t h i n g o v e r n m e n t, w i t h d e p a r t m e n t s, f o r d e p a r t m e n t s a n d d e p a r t m e n t s w o r k i n t h e s a m e. T h i s c e n t r a l i s a t i o n p e r i o d w e a r e g o i n g t h r o u g h a t t h e m o m e n t i s g e n e r a t i n g s o m e a m a z i n g s o l u t i o n s b y s o m e e x e m p l a r s o f d e p a r t m e n t s.

8 F u t u r e o f D i g i t a l G o v e r n m e n t 7 T h e r e i s l o t o f I n f o r m a t i o n a b o u t w h a t w e a r e doi n g a n d t r a n s f o r m i n g t h e s i t e s l e t y o u s e e o n l i n e t h e 2 5 s e r v i c e s c u r r e n t l y b e i n g t r a n s f o r m e d h t t p s : / / w w w. g o v. u k / s e r v i c e - m a n u a l h t t p s : / / w w w. g o v. u k / g o v e r n m e n t / o r g a n i s a t i o n s / g o v e r n m e n t - d i g i t a l - s e r v i c e # p o l i c i e s I n d i a h t t p : / / i n d i a. g o v. i n / e - g o v e r n a n c e / n a t i o n a l - e - g o v e r n a n c e - p l a n I n d i a s U n i o n G o v e r n m e n t a p p r o v e d t h e N a t i o n a l e - G o v e r n a n c e P l a n ( N e G P ), c o m p r i s i n g 2 7 M i s s i o n M o d e P r o j e c t s ( M M P s ) a n d 1 0 c o m p o n e n t s o n M a y 1 8, T h e N e G P a i m s a t i m p r o v i n g d e l i v e r y o f G o v e r n m e n t s e r v i c e s t o c i t i z e n s a n d b u s i n e s s e s w i t h t h e f o l l o w i n g v i s i o n : " M a k e a l l G o v e r n m e n t s e r v i c e s a c c e s s i b l e t o t h e c o m m o n m a n i n h i s l o c a l i t y, t h r o u g h c o m m o n s e r v i c e d e l i v e r y o u t l e t s a n d e n s u r e e f f i c i e n c y, t r a n s p a r e n c y & r e l i a b i l i t y o f s u c h s e r v i c e s a t a f f o r d a b l e c o s t s t o r e a l i s e t h e b a s i c n e e d s o f t h e c o m m o n m a n. " E i g h t y e a r s i n t o t h e N e G P, w e a r e a p p r o a c h i n g d i g i t a l g o v e r n m e n t f r o m b o t h d e p a r t m e n t a n d c i t i z e n s i d e s : 1. E n h a n c i n g s e r v i c e s t o c i t i z e n s 2. D e s i g n i n g f o r d e l i v e r i n g 3. U s i n g s t a n d a r d s a n d p r o t o c o l s f o r e f f i c i e n c y a n d i n t e g r a t i o n 4. M o b i l i t y p l a t f o r m f o r d e l i v e r i n g s e r v i c e s 5. A p p l y i n g b u s i n e s s I n t e l l i g e n c e f o r d e l i v e r i n g n e w s e r v i c e s, b i g d a t a 6. C o n c e n t r a t i n g o n l a n g u a g e l o c a l i z a t i o n 7. E d u c a t i o n i s a p r e c u r s o r f o r e n a b l i n g a c c e s s 8. O p e n d a t a f o r e m p o w e r i n g c i t i z e n s, a n d c r e a t i n g n e w o p t i o n s f o r d e p a r t m e n t s e r v i c e s E u r o p e h t t p : / / e c. e u r o p a. e u / d i g i t a l - a g e n d a / l i f e - a n d - w o r k / p u b l i c - s e r v i c e s E u r o p e a n c o u n t r i e s s i n c e t h e G F C h a v e d e a l t w i t h c o n s o l i d a t i o n a n d c o s t e f f i c i e n c y B o r d e r I n t e r o p e r a b i l i t y i s a n o t h e r c h a l l e n g e n o t s o m u c h a t e c h n i c a l c h a l l e n g e T e c h n o l o g y e x p a n d i n g o u r s e r v i c e s t h r o u g h m o b i l e p h o n e p l a t f o r m C a n a d a h t t p : / / w w w. i c. g c. c a / e i c / s i t e / n s f / e n g / h _ h t m l C a n a d a s j o u r n e y w i t h S h a r e d S e r v i c e s a n d t h e a s s o c i a t e d G o v e r n m e n t I T p l a t f o r m h a s m o v e d f r o m i n d i v i d u a l d e p a r t m e n t a l i n f r a s t r u c t u r e s i n t o a s e p a r a t e a u t o n o m o u s a g e n c y. W e a r e 2 y e a r s i n t o a s e v e n y e a r t r a n s f o r m a t i o n p l a n.

9 F u t u r e o f D i g i t a l G o v e r n m e n t 8 W e a r e n o w s e e i n g t h e b e n e f i t s o f h a v i n g a c o n v e r g e d i n f r a s t r u c t u r e and s h a r e d p l a t f o r m s. I t a l s o c r e a t e s t h e p o t e n t i a l t o l e v e r a g e p r i v a t e s e c t o r c l o u d - b a s e d o f f e r i n g s f o r i n f r a s t r u c t u r e a s a s e r v i c e, a n d p l a t f o r m a s a s e r v i c e a s w e l l. C a n s e e t h i s a p p r o a c h a s a k e y l e v e r t o m o v e f o r w a r d f o r t h o s e c o u n t r i e s t h a t a l r e a d y h a v e s i g n i f i c a n t i n v e s t m e n t s i n t h e i r g o v e r n m e n t p l a t f o r m s a n d s y s t e m s. M o l d o v a h t t p : / / w w w. e g o v. m d / i n d e x. p h p / e n / I n M o l d o v a, w e h a v e l o c a l i s i n g t h e m o s t i n n o v a t i v e p r a c t i c e s t h a t a r e b e i n g i m p l e m e n t e d i n m any o t h e r p a r t s o f t h e w o r l d. W e h a v e t o p p o l i t i c a l s u p p o r t f o r t h is t r a n s f o r m a t i o n a n d i n n o v a t i o n a g e n d a C o n n e c t i n g a n d p a r t n e r i n g w i t h t h e p r i v a t e s e c t o r + i n n o v a t i ng w i t h i n g o v e r n m e n t a r e k e y e l e m e n t s o f t h e a g e n d a. The e - g o v e r n m e n t p l a t f o r m c r e a t e d i n i s n o w b e i n g i m p l e m e n t e d a c r o s s a l l l e v e l s o f g o v e r n m e n t, i n c l u d i n g l o c a l g o v e r n m e n t. C l o u d t e c h n o l o g i e s, e l e c t r o n i c p a y m e n t s, e l e c t r o n i c s i g n a t u r e a n d m o b i l e p a y m e n t s a r e k e y t o t h i s. We a r e w o r k i n g t o i m p l e m e n t a n i n t e r o p e r a b i l i t y p l a t f o r m, l e a r n i n g m u c h f r o m t h e E s t o n i a n s b u t a l s o o t h e r E u r o p e a n U n i o n m e m b e r c o u n t r i e s. In c o m i n g y e a r s w e w i l l b e l o c a l i z i n g t h e e - g o v e r n m e n t a g e n d a f u r t h e r, w i t h t h e f a s t e r s e r v i c e s i m p l e m e n t a t i o n a c h i e v e d t h r o u g h p o l i c i e s s u c h a s D i g i t a l b y D e f a u l t, a n d O p e n d a t a b y D e f a u l t ; a s w e l l b y i n c r e a s i n g t r a n s p a r e n c y t o r e d u c e c o r r u p t i o n a n d t o l i f t e c o n o m i c d e v e l o p m e n t. W e a r e i n t e r e s t e d i n t r a n s f o r m a t i o n p o l i c i e s a n d h o w t h e y a r e b e i n g i m p l e m e n t e d i n d i f f e r e n t g o v e r n m e n t s a n d b y d i f f e r e n t m e a n s a n d e f f o r t s i n c l u d i n g t h e i r s u p p o r t i n u s i n g d i f f e r e n t d i g i t a l t o o l s. O u r o v e r a l l a p p r o a c h i s t o Re- e n g i n e e r f i r s t, t h e n d i g i t i z e t h r o u g h i n n o v a t i o n, a n d b u i l d t h i s m i n d s e t i n g o v e r n m e n t. Q u e s t i o n s f r o m t h e d i g i t a l f l o o r 1. Q u e s t i o n : A s a U g a n d a n, I d l i k e t o a s k R w a n d a M i n i s t e r, i f y o u c a n h i g h l i g h t e f f o r t s i f a n y, t h a t a r e b e i n g d o n e t o s u p p o r t o r e n c o u r a g e t h e o t h e r c o u n t r i e s t o f o l l o w s u i t, i n t e r m s o f p o l i t i c a l w i l l a n d i n v e s t m e n t i n I C T? A N S W E R f r o m J a c o b : M a l e n i, S e n e g a l a n d c o u n t r i e s o f t h e S m a r t A f r i c a n A l l i a n c e a r e h e l p i n g A f r i c a n c o u n t r i e s t o p u t I C T a t t h e h e a r t o f t h e i r g o v e r n m e n t s d e v e l o p m e n t a g e n d a, i n c l u d i n g e -

10 F u t u r e o f D i g i t a l G o v e r n m e n t 9 g o v e r n m e n t 3. T h e i n i t i a t i v e i s s t i l l y o u n g a n d w a s s p e a r h e a d e d b y R w a n d a, U g a n d a a n d K e n y a i n K i g a l i i n N o v Q u e s t i o n : W h a t r o l e d o y o u s e e f o r c o m m u n i t y - d r i v e n d e c e n t r a l i z e d t e c h n o l o g y ( v i r t u a l c u r r e n c i e s, i p a i d a b r i b e. c o m, d i s a s t e r r e l i e f m a p s ) c o m p a r e d w i t h t o p - d o w n c e n t r a l i z e d i m p l e m e n t a t i o n o f d i g i t a l s e r v i c e s b y g o v e r n m e n t? A N S W E R : F o c u s o n s t a n d a r d s a n d t h e u s e o f s t a n d a r d p r o c e s s e s. I f w e f o c u s o n g e t t i n g e v e r y t h i n g f r o m t h e c e n t r e i t i s n o t s u s t a i n a b l e, ( b u t ) i f w e h a v e s t a n d a r d s, a n d w e h a v e K P I s f o r t h e s e r v i c e s w h i c h w e r u n, t h e b e s t w a y i s t o h a v e l o c a l l y d e s i g n e d s e r v i c e s b a s e d o n n e e d s o f l o c a l u s e r s. T h i s i s b y f a r t h e m o s t e f f i c i e n t w a y o f d e l i v e r i n g s e r v i c e s a n d t h e k e y t o a n s w e r i n g t h a t q u e s t i o n i s t h e a r c h i t e c t u r e, b a s e d a r o u n d l o c a l s t a n d a r d s. ( UK) W e a r e a p p l y i n g a n i n t e g r a t e d a p p r o a c h w h e r e b y i n v o l v i n g a l l k e y s t a k e h o l d e r s, t o g e t h e r t h e y c a n p r o d u c e t h e m o s t e f f e c t i v e r e s u l t. W h e n c o m b i n i n g t o g e t h e r t h e i n f o r m a t i o n a n d a p p s f r o m t h e d e p a r t m e n t s a n d f r o m c i t i z e n s, a n d w i t h a n a r c h i t e c t u r a l f o c u s o n i n t e g r a t i o n, a n d i n t e g r a t e d e x p e r i e n c e s, c a n p r o d u c e a p p s f o r t h e p u b l i c s e r v i c e s ( I n d i a ). A s s o c i a t e d c o m m e n t s : T h e c o m m u n i t y i s w h e r e t h e i n n o v a t i o n ( a n d t h e n e e d ) o c c u r s ; i n n o v a t i o n m e a n s r i s k, a n d g o v e r n m e n t i s g e n e r a l l y r i s k a v e r s e. E n l i g h t e n e d g o v e r n m e n t n u r t u r e s c o m m u n i t y - d r i v e n i n i t i a t i v e s. T h i s c a n b e t h e A P I - e c o s y s t e m, d e s c r i b e d b y L i a m a n d a l s o b y o p e n d a t a. F o r g o v e r n m e n t a s a p l a t f o r m t o s u c c e e d i t m u s t l e t g o o f m i c r o - l e v e l c o n t r o l s ( L a u r e n c e M i l l a r ). I t s s o i m p o r t a n t t o h a v e c o m m u n i c a t i o n a n d f e e d b a c k l o o p s b e t w e e n t h e A P I a n d d a t a c o m m u n i t i es a n d w i t h t h o s e w h o a r e b o t h d e s i g n i n g a n d o n t h e r e c e i v i n g e n d o f p u b l i c s e r v i c e s ( ( A l l i s o n H o r n e r y ) A n o t h e r k e y i s t h a t g o v e r n m e n t c a n t t r a d e a w a y t h e p r i v a c y o f c i t i z e n s f o r b e t t e r s e r v i c e s. B u t, c i t i z e n s w i l l m a k e t h a t e x c h a n g e a s w e h a v e s e e n o n s o c i a l m e d i a p l a t f o r m s w h e r e i n o r d e r t o g e t a b e t t e r s e r v i c e, c i t i z e n p r i v a c y i s r e l a x e d. I t m a k e s i t m o r e l i k e l y t h a t n o n - gove r n m e n t o r g a n i s a t i o n s c a n b e m o r e s u c c e s s f u l t h a n gove r n m e n t i n j o i n e d - up i n i t i a t i v e s : A P I - u s i n g s e r v i c e s t h a t c r o s s d e p a r t m e n t s a n d j u r i s c t i o n s ( D a v e A d a m s o n ) T h e c h a l l e n g e o f p e r s o n a l d a t a e x c h a n g e a n d s h a r i n g i s w e l l d o c u m e n t e d. I n f o r m e d c o n s e n t i s a c h a l l e n g e b e c a u s e o f t h e p o w e r a s y m m e t r y b e t w e e n g o v e r n m e n t / i n d i v i d u a l / s o c i a l m e d i a g i a n t a n d m o v i n g t o a n o p t - o u t p o s i t i o n i s a p o l i c y a n d p o l i t i c a l s n a k e p i t. A f a v o u r e d o p t i o n c o u l d b e t o b e t r a n s p a r e n t i n d a t a 3 h t t p : / / w w w. n e w t i m e s. c o. r w / n e w s / i n d e x. p h p? i = & a =

11 F u t u r e o f D i g i t a l G o v e r n m e n t 10 s h a r i n g i f y o u s h a r e m y d a t a, y o u m u s t t e l l m e a b o u t i t, a n d i f y o u m a k e i n f e r e n c e s f r o m m y d a t a y o u s h o u l d t e l l m e w h a t t h e y a r e a n d g i v e m e t h e o p t i o n t o c o r r e c t t h e m. A d d r e s s i n g t h e p r i v a c y c h a l l e n g e s a r o u n d d a t a e x c h a n g e i s a f u n d a m e n t a l c o m p o n e n t o f a c h i e v i n g t h e s t r a t e g i c g o a l s o f d i g i t a l g o v e r n m e n t ( L a u r e n c e M i l l a r ). T E N T A T I V E C O N C L U S I O N S ( F r a n k a n d J a n e ) T r a n s f o r m a t i o n a l c h a n g e r e q u i r e s a n e f f e c t i v e b a l a n c e b e t w e e n d e m a n d, t e c h n o l o g y a n d r e s o u r c e s t o d e l i v e r s e r v i c e s t h a t p r o v i d e a b e t t e r f i t f o r c i t i z e n s. T h e c o n s o l i d a t i o n a n d c o n v e r g e n c e o f g o v e r n m e n t b a c k o f f i c e s i n t o a s h a r e d I T c a p a b i l i t y f o r d e p a r t m e n t s, c o m p l e m e n t e d b y t h e c r e a t i o n o f t h e c o m m o n G - c l o u d f a c i l i t y p r o v i d e s e n o r m o u s o p p o r t u n i t i e s f o r g o v e r n m e n t a n d p u b l i c s e c t o r a g e n c i e s t o : r e d u c e t h e c o s t o f a s s e t d u p l i c a t i o n ; r e d u c e c o s t s o f p r o c u r i n g l e g a c y - s t y l e a n d o u t s o u r c e d p r o p r i e t a r y I T s y s t e m s ; o p e n u p m a r k e t s f o r s m a l l a n d m e d i u m s i z e e n t e r p r i s e s t o o f f e r c l o u d - b a s e d s e r v i c e s. T h i s i s a n e s s e n t i a l p r e c u r s o r f o r c o h e s i v e a n d i n t e g r a t e d d i g i t a l g o v e r n m e n t. K e y p o l i c i e s t h a t c a n a c c e l e r a t e d i g i t a l g o v e r n m e n t a n d b e t t e r s e r v i c e s a n d o p p o r t u n i t i e s f o r e c o n o m i c a n d s o c i a l d e v e l o p m e n t a r e : O p e n D a t a b y D e f a u l t D i g i t a l b y D e f a u l t O u t s i d e - i n ( c i t i z e n n e e d s b a s e d ) d r i v e n d e s i g n o f s e r v i c e s A r c h i t e c t u r e s, s t a n d a r d s a n d p r o t o c o l s t h a t a r e o p e n, c i t i z e n - f o c u s e d, a n d l o c a l i s e d

12 F u t u r e o f D i g i t a l G o v e r n m e n t 11 C h a llenge 2: W hat a r e t he c h allenges, o pportunities a n d t r ends tha t will b e the s i gnificant g a m e changers o ver t h e n e xt 3 years t h a t C I Os a n d o t h e r transformation l e a d e rs will need to be ready for? J a n e i n i n t r o d u c i n g t h i s c h a l l e n g e q u o t e d f r o m a F o r b e s a r t i c l e 4 : C I O s h a v e n e v e r h a d s u c h a g l o r i o u s a n d c h a l l e n g i n g o p p o r t u n i t y t o d e l i v e r s i g n i f i c a n t, e n d u r i n g, a n d t r a n s f o r m a t i o n a l b u s i n e s s i m p a c t a n d c u s t o m e r v a l u e a s t h e y d o t o d a y. B u t i t s n o t a j o b f o r t h e f a i n t o f h e a r t. A s a w o r l d l e a d e r i n e o r d i g i t a l g o v e r n m e n t, K o r e a h a s i n v e s t e d a n d a c h i e v e d m u c h i n i t s s e q u e n t i a l n a t i o n a l p l a n s. W h a t a r e K o r e a s c u r r e n t c h a l l e n g e s a n d v i s i o n f o r t h e f u t u r e? K o r e a h t t p : / / k o r e a. g o. k r / e n g / i n d e x. j s p I n t e r e s t i n g l y, R w a n d a s 3 d r i v e r s o f f u t u r e i n g o v e r n m e n t, t e c h n o l o g y, d e m a n d a n d r e s o u r c e s p r o v i d e t h e s a m e r e s p o n s e f o r t h is q u e s t i o n on t h e c h a l l e n g e s. K o r e a h a s v e r y h i g h d i g i t a l s a t u r a t i o n r a t e b u t i t i s t h e c o n s u m e r s t h a t a r e c h a n g i n g a n d K o r e a i s f a c i n g a m u c h h i g h e r l e v e l o f d e m a n d f r o m i t s c o n s u m e r s a n d c i t i z e n s. In o r d e r t o m e e t t h a t d e m a n d, y o u h a v e t o m a k e a s e c u r e a n d s u f f i c i e n t i n v e s t m e n t. I f g o v e r n m e n t s d o n t m a k e a n a d e q u a t e i n v e s t m e n t, y o u c a n t d e l i v e r w h a t t h e c o n s u m e r s e x p e c t. I m u s t a l s o h i g h l i g h t h e r e t h a t s e c u r i t y i s a k e y f a c t o r i n e n s u r i n g t r u s t b y a l l c o n s u m e r s o f g o v e r n m e n t a n d i t s d i g i t a l s e r v i c e s. A l l c o u n t r i e s a r e f a c i n g e c o n o m i c p r e s s u r e s o w e a r e t h i n k i n g a b o u t u s i n g d i g i t a l g o v e r n m e n t t o c r e a t e m o r e j o b s a n d d r i v e e c o n o m i c g r o w t h t h r o u g h o p e n d a t a a n d o p e n g o v e r n m e n t. S o w e t a k e o p e n d a ta, t h a t s t h e d e f a u l t, i n o r d e r t o e n h a n c e t r a n s p a r e n c y a n d p r o v i d e i t t o t h e o p e n c o m m u n i t y i n o r d e r t o c r e a t e new o p p o r t u n i t i e s f o r e m p l o y m e n t a n d b u s i n e s s e s. W h e n t h e g o v e r n m e n t o f f e r e d u p p u b l i c d a t a a b o u t b u s s e r v i c e s, h i g h s c h o o l s t u d e n t s c a m e u p w i t h a n a p p t h a t p r o v i d e d a r r i v a l a n d d e p a r t u r e o f t h e p u b l i c b u s f o r e a c h s t a t i o n i t i s v e r y p o p u l a r i n K o r e a. S o t h i s a p p c a n c r e a t e j o b s, a n d s t i m u l a t e n e w b u s i n e s s e s. 4 w w w. f o r b e s. c o m / s i t e s / o r a c l e / / 0 1 / 1 0 / t h e - t o p s t r a t e g i c - c i o - i s s u e s - f o r

13 F u t u r e o f D i g i t a l G o v e r n m e n t 12 T h e n e x t p h a s e o f e - g o v e r n m e n t s e r v i c e s i s n o t j u s t a b o u t p r o v i d i n g n e w s e r v i c e s f r o m t h e g o v e r n m e n t s i d e, n o t e v e n e - gove r n m e n t s e r v i c e s. I t s h o u l d b e d e m a n d d r i v e n s e r v i c e s. S o g o v e r n m e n t s h o u l d b e p r o a c t i v e t o i d e n t i f y w h a t k i n d o f n e e d s t h e r e a r e i n t h e m a r k e t p l a c e ( s u c h a s m a k i n g u s e o f s o c i a l m e d i a ), a n d t h r o u g h t h e p r o v i s i o n o f o p e n d a t a i n t o a c o n n e c t e d e c o s y s t e m o f m a n y i n t e r e s t s a n d s t a k e h o l d e r s, n e w a n d d i f f e r e n t d e m a n d s a n d r e s p o n s e s f r o m t h e m a n y p l a y e r s a r e p o s s i b l e.. D i g i t a l g o v e r n m e n t w i l l a s s i s t i n c r e a t i n g m o r e j o b s a n d d r i v e g r o w t h a n d n e w c a p a b i l i t i e s t h r o u g h a c c e s s t o o p e n d a t a, b i g d a t a a n a l y s e s a n d a c r e a t i v e e c o n o m y. I n K o r e a, G o v 2. 0 i s s m a r t g o v e r n m e n t w i t h c o m m u n i c a t i o n b e t w e e n g o v e r n m e n t a n d c i t i z e n s ; G o v 3. 0 i s c u s t o m i z e d s e r v i c e s t o i n d i v i d u a l c i t i z e n s. h t t p : / / w w w. y o u t u b e. c o m / w a t c h? v = v 6 O 3 u x W K c N Q I n d i a T h e c h a l l e n g e a n d o p p o r t u n i t y i s t o d e v o l v e e x i s t i n g p r o c e s s e s a n d s t r u c t u r e s t o a d e m a n d - d r i v e n s y s t e m. T h e r o l e o f t h e g o v e r n m e n t i s t o i m p r o v e a c c e s s i b i l i t y b y t h e c o m m o n c i t i z e n s i n t h e r u r a l a r e a s t o d i g i t a l g o v e r n m e n t. H o w e v e r t h e r e i s n o t eno u g h a w a r e n e s s a b o u t t h e a v a i l a b i l i t y o f o n l i n e s e r v i c e s, a n d i n s o m e a r e a s a n d d e p a r t m e n t s t h e r e i s n o t s u f f i c i e n t c o n n e c t i v i t y c a u s i n g p o o r s p e e d, a v a i l a b i l i t y a n d q u a l i t y o f s o m e s e r v i c e s w h i c h u l t i m a t e l y l i m i t t h e l e v e l o f a d o p t i o n o f e - g o v e r n m e n t.

14 F u t u r e o f D i g i t a l G o v e r n m e n t 13 O p p o r t u n i t i e s : a d v a n c e m e n t i n t e c h n o l o g y t h r o u g h c l o u d s e r v i c e s, m o b i l e a n d s o c i a l m e d i a f o r d e p a r t m e n t s t o r e a c h o u t t h r o u g h c u s t o m e r s e r v i c e s c e n t r e s t o c i t i z e n s t o u n d e r s t a n d n e e d a n d d i r e c t t o s e r v i c e s. A p p l y i n g OpE x - b a s e d r a t h e r t h a n c o n v e n t i o n a l C ape x b u s i n e s s m o d e l s, w i l l e n c o u r a g e d e p a r t m e n t s t o p r o d u c e n e w s e r v i c e s t h r o u g h t h e s e n e w f u n d i n g m o d e l s a n d p r o v i d e a g r e a t l e a p in s e r v i c e d e l i v e r y, p r o c e s s t h r o u g h t r a n s f o r m a t i o n a n d re- e n g i n e e r i n g t h r o u g h I C T, w e b a n d m o b i l e s. G o v e r n m e n t d e p a r t m e n t s f o c u s s i n g o n u s e r n e e d s a n d e x p e r i e n c e s c a n p r o v i d e s e r v i c e s a n d i m p r o v e d i n t e r a c t i o n s w i t h c i t i z e n s t h r o u g h t h e s e n e w m o d e l s. T h e k e y t r e n d s w h i c h a r e e m e r g i n g a r e t h o s e t h a t w i l l h e l p t h e g o v e r n m e n t e v o l v e a d e m a n d - d r i v e n e c o s y s t e m f o r b o t h g o v e r n m e n t a n d f o r c i t i z e n s t h a t i m p r o v e s o v e r t i m e : t h r o u g h G o v e r n m e n t 2. 0 u s i n g m o b i l e a n d s o c i a l m e d i a a n d c l o u d p l a t f o r m s e n s u r i n g t h a t t h e s e r v i c e s a r e i n t e g r a t e d a s e x p e r i e n c e d b y c i t i z e n s ( r e f K o r e a ). T h e f o c u s s h o u l d b e o n i n t e g r a t i n g s e r v i c e s n o t j u s t p r o v i d i n g e n d - s e r v i c e s t o c i t i z e n s u s i n g i n t e l l i g e n c e a n d b i g d a t a s o t h a t g o v e r n m e n t 2. 0 c a n b e t t e r und e r s t a n d a n d r e s p o n d t o p a t t e r n s o f s e r v i c e d e l i v e r y a n d d e m a n d b y l o c a t i o n, e x p e r i e n c e s, p e r f o r m a n c e e t c a n d a p p l y i n g d e s i g n p r o c e s s e s f o r e f f e c t i v e a n d e f f i c i e n t s e r v i c e d e l i v e r y M o l d o v a O u r c h a l l e n g e s a n d o p p o r t u n i t i e s a r e : p r o b l e m s w i t h c o n n e c t i v i t y t h e r e m a y b e a m o b i l e app, b u t a m n o t m e e t i n g t h e e x p e c t a t i o n s t h a t g o v e r n m e n t d e l i v e r s t h e s a m e s e r v i c e s o n l i n e - o n l y t h o s e s i t e s w h e r e w e h a v e e n a b l e d d i g i t a l a c c e s s a r e p o s s i b l e. T h i s i s a f o c u s i n c o m i n g m o n t h s a n d y e a r s. W e h a v e t h e i n f r a s t r u c t u r e i n p l a c e, a n d a r e n o w w o r k i n g o n t h e d i g i t a l s e r v i c e s a n d c l o s i n g t h e g a p b e t w e e n d e m a n d a n d t h e a v a i l a b i l i t y o f d i g i t a l s e r v i c e s D i g i t a l s e c u r i t y a n d a s s o c i a t e d c u l t u r e t h e r e i s a l a c k o f t r u s t a m o n g t h e c i t i z e n s r e g a r d i n g o n l i n e i n t e r a c t i o n s w i t h t h e g o v e r n m e n t. I t i s a t a l o w l e v e l a m o n g g o v e r n m e n t e m p l o y e e s, a s w e l l a s a m o n g c i t i z e n s a n d b u s i n e s s e s a s t h e u s e r s o f t h e p u b l i c s e r v i c e s D a t a e x c h a n g e i n t h e g o v e r n m e n t w e h a v e t h e t e c h n i c a l s o l u t i o n a n d i n t e r o p e r a b i l i t y p l a t f o r m, a n d i n o r d e r t o f a c i l i t a t e d a t a e x c h a n g e a m o n g t h e g o v e r n m e n t i n s t i t u t i o n s, w e w i l l b e a p p l y i n g t h e p r i n c i p l e o f s u b m i t t i n g o n l y o n c e t h e i r ( c i t i z e n / b u s i n e s s ) d a t a t o g o v e r n m e n t a g e n c i e s O p t i n g f o r d i g i t a l s e r v i c e s r e q u i r e s u s t o f o c u s m o r e o n o u r c i t i z e n s a n d t h e i r a w a r e n e s s o f p o s s i b i l i t i e s o f i n t e r a c t i n g w i t h g o v e r n m e n t t h r o u g h o n l i n e s e r v i c e s. W e n e e d t o a d d r e s s t h e i r l e v e l o f t r u s t, w h e t h e r t h e s e r v i c e s a r e s e c u r e, u s e r - f r i e n d l y a n d

15 F u t u r e o f D i g i t a l G o v e r n m e n t 14 c a n u s e m o b i l e t e c h n o l o g i e s t o d e l i v e r s e r v i c e s a s m u c h a s p o s s i b l e o n l i n e, a n d O n t h e gove r n m e n t s i d e r e v e a l i n g t h e p l a t f o r m s t h a t h a v e b e e n p u t i n p l a c e t h a t c a n b e u s e d f u r t h e r, m a k i n g t h e s y s t e m s i n t e r o p e r a b l e a n d d e l i v e r i n g t h e s e p u b l i c s e r v i c e s a s q u i c k l y a s p o s s i b l e T h e k e y t r e n d s d r i v i n g e x p e c t a t i o n s a n d c h a n g e a r e : s o c i a l m e d i a o p e n d a t a c o m i n g t o g r i p s w i t h r e a l - t i m e d e m a n d a n d u s i n g e - g o v e r n m e n t t o a d d r e s s c o r r u p t i o n. U n i t e d K i n g dom T h e u s e o f c l o u d s e r v i c e s is f r e e i n g u s u p s o m u c h. T w o b u g - b e a r s o f a n y g o v e r n m e n t t e c h n o l o g i s t s l i f e i s t h a t o f P r o c u r e m e n t r u l e s a n d P r o c u r e m e n t f l e x i b i l i t y T h e f l e x i b l e G - C l o u d e n a b l e s u s t o o p e r a t e m u c h m o r e e f f e c t i v e l y, a n d w i t h g r e a t e r s e c u r i t y t h a n e v e r b e f o r e. I t c r e a t e s g r e a t e r l e v e l s o f r e s p o n s i v e n e s s. N o w g o v e r n m e n t h a s a m u c h l e s s i n f r a s t r u c t u r e - i n t e n s i v e s p e n d i n g p r o f i l e a n d w e c an s p i n o u t s e r v i c e s m u c h f a s t e r. O u r n e w p i e c e o f open- s o u r c e c o d e a n d p r i m a r y d e v e l o p m e n t c o m p o n e n t o f g o v e r n m e n t d i g i t a l s e r v i c e s i s e n a b l i n g u s t o c u t c o d e q u i c k e r. S o t h e j o i n t p r o c e s s e s t o e n s u r e a p r o f e s s i o n a l l e v e l o f s e c u r i t y i s s a t i s f i e d a n d t h e r e a r e a g i l e m a n a g e m e n t p r o c e s s e s t o g e t t h e c h a n g e t h r o u g h. I n t h e p a s t w e h a v e p u r c h a s e d h u g e o u t s o u r c e d I T s e r v i c e s. W e h a d t o d e c i d e w h e t h e r w e t r y t o m a k e t h e l e g a c y b e t t e r o r w e c u t o u r l o s s e s a n d g o a h e a d a n d b u i l d n e w d i g i t a l g o v e r n m e n t. We a r e b u i l d i n g n e w d i g i t a l g o v e r n m e n t m o r e e f f e c t i v e, m u c h q u i c k e r a n d m u c h s i m p l e r, a n d i t d o e s a l l o w u s t o s c a l e f a s t. W e w o r k e d o u t t h a t B r i t i s h G ove r n m e n t c o n d u c t s 1. 4 b i l l i o n t r a n s a c t i o n s / y e a r. T h i s c o m p a r e s t o K o r e a s s o c i a l n e t w o r k i n g s e r v i c e s u n d e r t a k i n g t h e s a m e l e v e l o f t r a f f i c i n a b o u t 2 h o u r s. T h e r e f o r e w h i l s t t h e s i z e o f g o v e r n m e n t i s n t v e r y b i g i n c o m p u t i n g t e r m s, i t m u s t m a k e s u r e t h a t i t i s a p p r o p r i a t e a n d r e l i a b l e.

16 F u t u r e o f D i g i t a l G o v e r n m e n t 15 T h e a b i l i t y t o u s e c l o u d s e r v i c e s e n a b l e s u s t o b e i n t h e m a i n t r a n s f o r m a t i v e m o u l d. T o d e f i n e a c c e p t a b l e t e c h n o l o g y f o r g o v e r n m e n t, a w a y f r o m t h e d e s k t o p, i f a l l o f y o u r s e r v i c e s a r e d e l i v e r e d v i a t h e b r o w s e r a n d t h e y a r e b r o w s e r i n d e p e n d e n t, t h i s i s a c c e p t a b l e. W h a t p e o p l e g e t a t h o m e f r o m t e c h n o l o g y t h e y s h o u l d b e a b l e t o g e t a t w o r k a s w e l l. C a n a d a W e t e n d t o t h i n k a b o u t a n u m b e r o f c o r e gove r n m e n t s e r v i c e s as b e i n g l i k e k e y p i e c e s o f l e g o e. g. o n e w o u l d b e i d e n t i t y m a n a g e m e n t. T o e n s u r e t h a t t h e s h a r i n g o f i n f o r m a t i o n b e t w e e n a u t h o r i t a t i v e g o v e r n m e n t s o u r c e s d o e s n o t e n d u p w i t h t h e d a t a a l l o v e r t h e p l a c e u s i n g a s p e c i f i c a n d a p p r o v e d s e r v i c e w o r k s e g. D e p t o f C i t i z e n s h i p a n d I m m i g r a t i o n c o n t a i n s a w h o l e l o t o f i m p o r t a n t i n f o r m a t i o n i n c l u d i n g w h e t h e r t h e p e r s o n i s a c i t i z e n o r n o t. T h e s e r v i c e, e s t a b l i s h e d a t an i n t e r - d e p a r t m e n t a l a n d i n t e r - l e v e l M i n i s t e r i a l l e v e l, c a n r e s p o n d t o e n q u i r i e s a s t o w h e t h e r a p e r s o n i s a c i t i z e n o r n o t a n d g e t a y e s o r n o a n s w e r. 5 T h i s t u r n s w h a t w e r e o n c e c o m p l e x d a t a e x c h a n g e s i n t o s i m p l e q u e s t i o n s w i t h a y e s o r n o a n s w e r. T h i s a p p r o a c h i s a b u i l d i n g b l o c k a n d y o u a r e t h e n a b l e t o u s e i n f o r m a t i o n r a t h e r t h a n m o v i n g i n f o r m a t i o n a c r o s s g o v e r n m e n t. Q u e s t i o n s f r o m t h e d i g i t a l f l o o r 5 a s i m i l a r a r r a n g e m e n t e x i s t s i n A u s t r a l i a t h r o u g h t h e D o c u m e n t V e r i f i c a t i o n S e r v i c e h t t p : / / w w w. d v s. g o v. a u / P a g e s / d e f a u l t. a s p x

17 F u t u r e o f D i g i t a l G o v e r n m e n t Q u e s t i o n : I n R u s s i a t h e i n c o m e a p p i s g o i n g d o w n b e c a u s e t h e r e a r e t o o m a n y a p p s a v a i l a b l e o n l i n e. I s t h i s a g l o b a l t r e n d? A N S W E R f r o m UK: T h e U K h a s d e a l t w i t h t h i s t y p e o f c h a l l e n g e b y f o c u s i n g t h e g o v e r n m e n t s a p p l i c a t i o n s o n t h e w e b. T h i s i s c a p t u r e d i n a b l o g b y T o m L o o s e m o r e ( G D S t e a m ) W e a r e n o t a p p y, n o t a p p y a t a l l! 6 M o b i l e a p p s s u i t s o m e e n v i r o n m e n t s, b u t w i t h o u r u s e r s, a n d o u r r e s e a r c h, i t i s f a r m o r e e x p e n s i v e f r o m t h e p e r s p e c t i v e o f t h e t o t a l c o s t o f o w n e r s h i p t o l o o k a f t e r, m a n a g e a n d m a i n t a i n t h o s e a p p s t h a n w e b a p p s. W e b a p p s a l l o w u s t o d e l i v e r s e r v i c e s b y, o f a n d o n t h e w e b. T h a t s t h e a p p r o a c h w e v e t a k e n. 4. Q u e s t i o n : W h a t w o u l d t h e p a n e l r e c o m m e n d f o r d e v e l o p i n g c o u n t r i e s s e e k i n g t o i m p r o v e d i g i t a l g o v e r n m e n t i n r e s p e c t o f e - p r o c u r e m e n t? U n f o r t u n a t e l y t h e r e w a s n o t i m e t o a d d r e s s t h i s q u e s t i o n. 5. C o m m e n t s o n C h a l l e n g e s a n d O p p o r t u n i t i e s : T h e c a p a b i l i t y a n d c a p a c i t y g a p s b e t w e e n d i f f e r e n t g o v e r n m e n t a g e n c i e s, a n d b e t w e e n d i f f e r e n t l e v e l s o f g o v e r n m e n t m e a n s a n i n c o n s i s t e n t a n d n o t - a l w a y s - j o i n e d - up- c i t i z e n e x p e r i e n c e ( A l l i s o n H o r n e r y ) P e r h a p s g o v e r n m e n t s c o u l d f o c u s o n t h e b a c k - e n d ( a n d t h e p r o v i s i o n o f p l a t f o r m s ) ; a n d l e t i n d u s t r y ( a n d c o m m u n i t i e s ) w o r k o n t h e c i t i z e n - f a c i n g f r o n t e n d w h i c h c h a n g e s m o r e f r e q u e n t l y. T E N T A T I V E C O N C L U S I O N S ( F r a n k a n d J a n e ) W e v e t a l k e d a l o t a b o u t f r o n t o f f i c e c o m p a r e d t o t h e b a c k o f f i c e, p a r t i c u l a r l y r e g a r d i n g t h e v a l u e a n d i m p a c t o f o p e n d a t a ; s e r v i c e s g e n e r a t e d b y a c c e s s t o o p e n d a t a ; t h e o p p o r t u n i t i e s f o r s e r v i c e s t o b e t a i l o r e d t o s p e c i f i c g r o u p s w i t h i n t h e p o p u l a t i o n ; a n d t h e p a c k a g i n g o f t h e s e r v i c e s, i n a e f f i c i e n t w a y, r e s p o n d i n g t o r e a l d e m a n d s a n d a c c e s s i n g t h e a p p r o p r i a t e c h a n n e l i n a t i m e l y w a y. O f f u n d a m e n t a l i m p o r t a n c e t o g o v e r n m e n t, a n d t o u p t a k e o f d i g i t a l s e r v i c e s, i s t r u s t i f t h e y a r e d e s i g n e d a r o u n d i n d i v i d u a l n e e d s a n d a r e s e c u r e e n o u g h, c h e a p e n o u g h a n d a c c e p t a b l e e n o u g h t h e n w e w i l l g e n e r a t e t h e t r u s t a n d a c c e l e r a t e t h e a d o p t i o n o f d i g i t a l g o v e r n m e n t b y t h e p u b l i c ( a n d t h e p u b l i c s e c t o r ). 6 h t t p s : / / g d s. b l o g. g o v. u k / / 0 3 / 1 2 / w e r e - n o t - a p p y - n o t - a p p y - at- a l l /

18 F u t u r e o f D i g i t a l G o v e r n m e n t 17 C h a llenge 3. W h a t o n e thing would you r e c o m m end t o a g o v e rnment l e ader i n a d e v eloping c o u n t r y s eeking to deliver digital g o v e r nment? H A V E T H E R I G H T P E O P L E : A s s e m b l e a n d a l i g n t h e p o l i t i c a l a n d i m p l e m e n t e r s l e v e l s t o m a k e t h e d i g i t a l a g e n d a o f t h e g o v e r n m e n t r e a l. I d e n t i f y t h e l e a d i n g m i n i s t r i e s p u r s u i n g t r a n s f o r m a t i o n a n d h a v e a s t r o n g o p e n - m i n d e d t e a m o f c o m m i t t e d p r o f e s s i o n a l s t o i m p l e m e n t t h e t r a n s f o r m a t i o n. T h e r i g h t T E A M t o l e a d t h e t o p - d o w n t r a n s f o r m a t i o n e f f o r t s, p e o p l e t o l e a d a n d t o i m p l e m e n t t h e t r a n s f o r m a t i o n ( M o l d o v a ) ) I N T E G R A T I O N O F A L L S E R V I C E S, A N D O F D I G I T A L S E R V I C E S i n i t i a l l y i n I n d i a h a v e c o n c e n t r a t e d o n i n d i v i d u a l s e r v i c e s, b u t n o w w o r k i n g f o r t h e s e r v i c e s t o b e j o i n e d u p o r i n t e g r a t e d t h r o u g h t h e b a c k e n d a n d a c c e s s e d t h r o u g h a s i n g l e w i n d o w m e c h a n i s m. T h e k e y t o s u c c e s s f u l d e l i v e r y o f d i g i t a l g o v e r n m e n t i n t h e t i m e t o c o m e i s w o r k i n g w i t h c i t i z e n s s o t h e y a r e p r o v i d e d w i t h g r e a t e r a n d e a s y a c c e s s t o d i g i t a l s e r v i c e s ( I n d i a ) P E R M I T T H E D E V E L O P M E N T O F A D E M A N D D R I V E N E C O - S Y S T E M T O g r o w a n d e v o l v e o v e r t i m e D I G I T A L G O V E R N M E N T n e e d s t o I N V O L V E a l l s t a k e h o l d e r s, c i t i z e n a n d p r i v a t e s e c t o r. S H A R E T H E O W N E R S H I P O F D I G I T A L G O V E R N M E N T w i t h a l l s t a k e h o l d e r s i s e s s e n t i a l f o r s u c c e s s f u l c o l l a b o r a t i o n on p r o b l e m i d e n t i f i c a t i o n, f r a m i n g, d e s i g n and d e l i v e r y. T h i s g o e s w e l l b e y o n d e - s e r v i c e s t o e c o n o m i c a n d s o c i e t a l g r o w t h. C H O O S E Y O U R P E R F O R M A N C E M E A S U R E S O F S U C C E S S C A R E F U L L Y t h e y n e e d t o b e l o c a l i z e d a n d r e l e v a n t i n y o u r c o u n t r y s o t h a t w h e n t h e e x t e r n a l f o l k s t e l l y o u a r e i n t h e t o p o r b o t t o m 1 0, y o u n e e d t o b e c l e a r a b o u t w h a t t h e d i f f e r e n c e s a r e a n d w h y, s o t h a t t h e p u b l i c a n d m i n i s t e r s a n d g o v e r n m e n t o p p o s i t i o n p a r t i e s u n d e r s t a n d. A c o m m u n i c a t i o n s p a c k a g e i s e s s e n t i a l a t t h e o u t s e t. I n C a n a d a, t h e s t r u c t u r e a n d o r g a n i s a t i o n o f t h e o p e n g o v e r n m e n t w e b s i t e l e d t o l o w r a t i n g s on f i n a n c i a l o p e n n e s s. F O C U S O N W H A T I S T H E U S E R S N E E D? T h i s a l l o w s u s t o d e f i n e a n d d e l i v e r t h e a r c h i t e c t u r e a n d s e r v i c e s a r o u n d t h e c i t i z e n s, n o t t h e g o v e r n m e n t. N o t e f r o m M a r t h a D o r r i s ( U S A ) B e y o n d a s k i n g w h a t t h e n e e d i s w e s h o u l d a s k. W H A T E X P E R I E N C E S D O T H E C I T I Z E N S W A N T? U n d e r s t a n d i n g t h i s, a n d t h e ir c u r r e n t l i v e d e x p e r i e n c e s, i s w h a t l e a d s t o e a s e o f u s e, a c c e s s i b i l i t y, e n j o y a b i l i t y a n d b u i l d s t r u s t.

19 F u t u r e o f D i g i t a l G o v e r n m e n t 18 Y o u n e e d a A W E L L O R G A N I S E D B A C K O F F I C E i n o r d e r t o p r o v i d e a s u b s t a n t i a l a n d c o s t - e f f e c t i v e p l a t f o r m f r o m w h i c h d i g i t a l g o v e r n m e n t c a n e v o l v e ( B e l g i u m ). T h i s c a n t a k e a l o n g t i m e t o a c h i e v e c u l t u r a l, i n v e s t m e n t a n d s t r u c t u r a l m a t t e r s b e y o n d t h e t e c h n o l o g i c a l. USE P R O V E N O P E N C O D E A N D T R A D E C R A F T a v a i l a b l e f r o m t h e U K G o v e r n m e n t s G I T H U B - h t t p s : / / g i t h u b. c o m / a l p h a g o v ( I n v i t a t i o n f r o m L i a m M a x w e l l, U K G C T O ) C l o s i n g S t a tement C h r i s V e i n, C h i e f I n n o v a t i o n O f f i c e r f o r G l o b a l I C T D e v e l o p m e n t I a m a w a r e o f t h e c o n t i n u i n g d i s c u s s i o n a b o u t w h e t h e r t h e C I O p o s i t i o n i s g o i n g t o b e r e p l a c e d b y t h e C h i e f D a t a O f f i c e r, o r C T O. I t h i n k t o d a y s d i s c u s s i o n s h o w s t h a t t h e r o l e o f t h e C I O i s s t r o n g a n d w i l l c o n t i n u e i n d e f i n i t e l y. B y w o r k i n g t o g e t h e r, w e c a n r e f i n e t h e s o l u t i o n s t o m a n y o f t h e c h a l l e n g e s i m p a c t i n g n a t i o n s s u c h a s m a k i n g s u r e t h a t t h e r e i s a f f o r d a b l e e c o n o m i c g r o w t h a n d j o b c r e a t i o n, m o r e e f f i c i e n t a n d e f f e c t i v e g o v e r n m e n t, a n d t o s u p p o r t s o c i a l p o l i c y c h a n g e s. T h e d e m a n d s f r o m c i t i z e n s a r e i n c r e a s i n g ; t h e a v a i l a b l e f u n d i n g i s a l w a y s d e c r e a s i n g, a n d t h e r e i s a n i n c r e d i b l e r a n g e a n d a m o u n t o f t e c h n o l o g i e s t o u n d e r s t a n d, c o n n e c t t o a n d m a n a g e, a s w e l l a s t h e a s s o c i a t e d s e c u r i t y c o n c e r n s. G o v e r n m e n t a s a p l a t f o r m, c o m m u n i t y a s t h e c a p a c i t y a n d a c t i v e l y i n v o l v i n g c u s t o m e r s i s t h e n e w a p p r o a c h. E m p o w e r i n g c i v i l s o c i e t y, a c a d e m i c s a n d t h e p r i v a t e s e c t o r t o h a v e m o r e c o n t r o l o f t h e i r e c o n o m i c a n d s o c i a l f u t u r e s, d e p e n d s o n p o l i t i c a l p o s i t i o n s, l e a d e r s h i p a n d g r e a t t e a m s t o h e l p a c c o m p l i s h w h a t i s p o s s i b l e. B u i l d i n g a w o r l d w i d e n e t w o r k o f p r a c t i t i o n e r s a n d g r o w i n g t h e c o l l e c t i v e e x p e r t i s e i n d i g i t a l g o v e r n m e n t i s o u r o b j e c t i v e. T h a n k y o u t o e v e r y o n e f o r y o u r e n l i g h t e n i n g d i s c u s s i o n.

20 F u t u r e o f D i g i t a l G o v e r n m e n t 19 G u i d i n g S t a t e m e n t s d i g i t a l g o v e r n m e n t i s m o r e t h a n j u s t g o v e r n m e n t i t i s a n e c o s y s t e m o f i n t e r e s t s, i d e a s a n d c a p a b i l i t y a l s o i n v o l v i n g c i v i l s o c i e t y, i n d i v i d u a l s a n d t h e p r i v a t e s e c t o r t h a t c a n c o l l e c t i v e l y i d e n t i f y i s s u e s a n d o p p o r t u n i t i e s a n d c o - c r e a t e s o l u t i o n s t h a t w i l l l e a d t o j o b a n d b u s i n e s s c r e a t i o n a k e y i s a r c h i t e c t u r e ; d e s i g n a r o u n d c i t i z e n s n e e d s u s i n g l o c a l s t a n d a r d s n o t d e f i n e d b y g o v e r n m e n t s t r u c t u r e s, a n d d o n t s t o p a t n e e d s, u n d e r s t a n d t h e l i v e d e x p e r i e n c e s o f c i t i z e n s = t h i s i s t h e s t a r t i n g p o i n t a c k n o w l e d g i n g a n d f a c i l i t a t i n g t h e d e v e l o p m e n t o f a f l e x i b l e a n d d e m a n d - d r i v e n e c o s y s t e m w i l l m e e t n e e d s o v e r t i m e a n d e n s u r e r e s p o n s i v e, c o s t - e f f e c t i v e a n d i n t e g r a t e d s e r v i c e s a n d e x p e r i e n c e s d i g i t a l g o v e r n m e n t i s a j u d i c i o u s b a l a n c e b e t w e e n t o p - d o w n p r i o r i t i e s a n d c a p a c i t i e s o f g o v e r n m e n t a n d b o t t o m - u p i d e a s, e x p e r i e n c e s, a p p s a n d c a p a b i l i t i e s o f c i t i z e n s, p r i v a t e s e c t o r a n d c i v i l s o c i e t y conve r g e d e - i n f r a s t r u c t u r e s f o r g o v e r n m e n t s a r e c h a l l e n g i n g t o a c h i e v e, b u t a r e n o w p r o v i d i n g t r a n s f o r m a t i o n a l a n d f a s t t o d e l i v e r, l o w - c o s t p l a t f o r m s f o r d i g i t a l s e r v i c e s l o o k t o t h e c h a n n e l s t h a t o u r c i t i z e n s a r e a l r e a d y u s i n g a n d r e q u e s t i n g r e s p o n s e s f r o m u s ; t a p s o c i a l m e d i a f o r s u g g e s t i o n s ( a n d c o m p l a i n t s ) f r o m c i t i z e n s f o c u s o n i n d i v i d u a l a n d i n t e g r a t e d s e r v i c e s. E m p o w e r c i t i z e n s t h r o u g h b e t t e r a c c e s s c h o o s e s u c c e s s m e a s u r e s c a r e f u l l y ; b e l o c a l i z e d a n d d e v e l o p a n e f f e c t i v e c o m m u n i c a t i o n s p a c k a g e t o h i g h l i g h t t h e j o u r n e y t o d i g i t a l g o v e r n m e n t, a n d d i g i t a l s o c i e t y. h a v i n g a v i s i o n i s i m p o r t a n t, h a v i n g l e a d e r s h i p t o g u i d e t r a n s f o r m a t i o n i s e s s e n t i a l a n d w i t h t h e r i g h t t e a m a n d c o l l a b o r a t i o n s, o u r p e o p l e c a n d e l i v e r a n d r e a l i z e w h a t s p o s s i b l e. R e f e r e n c e s T O M L O O S E M O R E, D E P U T Y D I R E C T O R, G O V E R N M E N T D I G I T A L S E R V I C E, UK C A B I N E T O F F I C E, J U N E 05, H T T P : / / h t t p : / / w w w. s l i d e s h a r e. n e t / i n t s c o t l a n d / t o m - l o o s e m o r e g o v e r n m e n t - d i g i t a l - s e r v i c e? q i d = 6 e 7 8 c d f 7 - e 5 d a - 4a2e- 9 e 0 b f b d 1 7 c 4 6 & v = d e f a u l t & b = & f r o m _ s e a r c h = 1 - ).

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