In the rapidly evolving digital landscape, governments across the UAE and KSA are recognising that citizen happiness is a crucial metric for measuring success.
Digital technologies significantly enhance citizen satisfaction.
Embracing digital technologies not only brings efficiency and transparency but also significantly enhances citizen satisfaction. This transformation, however, requires expertise and strategic planning—areas where advisory services play a pivotal role
The importance of advisory services
Advisory services offer a wealth of benefits for governments looking to innovate and transform digitally. With a team of subject matter experts (SMEs) across various technological and innovation fields, these services provide insights into the latest technologies and global best practices.
Unlike vendors with a sales pitch, advisory services offer a technology-agnostic perspective, focusing solely on addressing government challenges and delivering tailored solutions.
This independence is critical for engaging key stakeholders and ensuring the successful adoption of new initiatives.Driving factors for governments
Governments are under increasing pressure to meet the rising expectations of technologically informed citizens. Modernising processes and embracing digital platforms are essential for enhancing public service operations.
Digital tools enable 24/7 access to services, reducing the need for physical visits and long wait times for routine activities such as licensing, renewals, and payments. Automation further streamlines processes, eliminates redundancies, reduces costs, and supports sustainability by minimising paper use.
Digitisation also enhances data collection and analysis, allowing governments to make informed decisions based on actionable insights. Improved data governance helps identify trends, predict future needs, and respond effectively to emergencies and crises.
This proactive approach ensures that governments are better equipped to serve their citizens.
How advisory services make a difference
Advisory services bring specialised experience from various sectors, adding significant value to government initiatives.
For instance, in 2023, Serco was appointed by a tourism ministry in the Middle East to deliver strategy and transformation consultancy services aimed at uplifting the ecosystem of licensing within the ministry. We helped the client by conducting a comprehensive gap analysis of their existing process. This through assessment allowed us to identify key areas for technological enhancements.
In another example, Serco supports a royal commission in the Kingdom of Saudi Arabia to achieve the goal of having the swift licensing and permitting system.
By collaborating with the team, Serco is delivering a new licensing portal to enable end-to-end management of licence and permit applications. This project includes reviewing and refining hundreds of processes for licences and permits, supporting the portal's development, automating processes to enhance citizen experience, and implementing clear change management and communication plans to ensure successful adoption.
Serco was also appointed in 2022 to deliver management consultancy services to a KSA-based entity.
This engagement involved conducting over 30 workshops across 15 departments, developing various assessment and design reports, and formulating strategic recommendations. Additionally, we supported them as they implemented a comprehensive change management programme, training and development plans, and departmental policies and procedures.
Furthermore, Serco has made significant contributions through its advisory offerings to an Abu Dhabi-based client, where we aimed to increase cost-effectiveness, improve service quality and maintain customer satisfaction.
By implementing the right technology and advisory team, we transformed business processes and developed decision support tools for CAPEX and OPEX planning. The entire process and reporting that used to take 2-3 to complete is now available as a real-time dashboard. This solution can now be replicated across the client's entire contracts portfolio.
Emerging Trends Benefiting Governments
Several technological trends are poised to benefit governments, including artificial intelligence, machine learning, blockchain, smart cities, large data modelling, digital twins, citizen happiness platforms, and quantum computing.
These innovations enhance decision-making, provide secure transactions, improve urban living, and create virtual replicas of physical assets for better management.
Overcoming Challenges
Adopting digital technologies comes with challenges, notably resistance to change within government departments and increased cybersecurity risks. Advisory services play a crucial role in addressing these challenges by fostering a culture of innovation, ensuring robust cybersecurity measures, and guiding the transition process.
In summary, advisory services are indispensable for governments aiming to drive innovation and digital transformation. By leveraging their expertise, governments can modernise operations, enhance citizen satisfaction, and stay ahead in the digital age.
Through strategic planning, technology implementation, and effective change management, advisory services ensure that digital transformation initiatives are successful and sustainable, ultimately leading to happier and more satisfied citizens.