• E-Government– What is E-Government and how governments can adapt and deliver e-services,
and encourage a shift to new services to improve the citizen’s experiences and how to define
suitable Key Performance Indicators
• Digital Transformation – What is digital transformation really means, the benefits it can deliver
and how to prioritize opportunities for automation, making use of the most appropriate delivery
methodologies and seeking opportunities to share services
• Technological Developments – All too often people use technological buzz words or feel obliged
to apply them when they don’t necessarily understand the value and applicability. We will
provide a brief overview of the current key buzzwords and how the technologies are being
applied
• A Citizen Centric Approach – How are citizens expectations changing and how can we best meet
their requirements by applying appropriate technology to the delivery of services
• Innovating Public Policy & Services – What is the role of Government and how can it better
develop policies to deliver outcomes and create a structure and environment for innovation that
delivers efficiency and improved services to Citizens. Benchmarking and learning from others –
successes and failures
• Excellence, Tools & Awards –Countries with a long-term vision for Public services, typically
operate various tools, guidelines and awards to drive change

At the end of this training seminar, you will learn to:
• Recognize the opportunities e-government can bring and Identify and prioritize where technology
can be best applied to drive efficiencies, enable change and improve service delivery for Citizens
• To understand, analyze and where to apply technologies appropriately, to enable a digital
transformation that serves the Department and citizens
• Develop and implement a‘Channel Shift’ strategy to encourage Citizens to take up and move to
the most efficient e-enabled services
• Ask the right questions and have the confidence to engage in conversations when seeking support
to deliver policies, e-enable existing services or seek to improve the citizens experience
• Recognize the needs of the ‘Citizen’in all areas of work whether writing policy, creating a
communications plan or creating or improving a service
• Understand the meaning of a Key Performance Indicator, how to create them and ensure that they
align to the outcomes sought from the application of technology
• Have insight and basic understanding of the latest ‘buzzword’ technologies and their application

ORGANISATIONAL IMPACT
Employees within Government organizations need to understand the role of technology and accept that
achieving truly transformed e-enabled organization is down to all and not just technologist who are just
the enablers:
• Gain insight and understanding of what E-Government is and how it can deliver outcomes
• Their role in delivering and enabling Digital Transformation and how it benefits the Department
and Citizen’s
• Ensure employees can talk confidently with technology Departments and know what questions to
ask
• Ensure a common understanding of how to improve the customer experience
• How to identify opportunities for improvement and automation in delivering existing and new
services
• What to consider when defining and writing ‘outcome’based policy so as not to complicate on
inhibit the application of technology

PERSONAL IMPACT
The E-Government, Digital Transformation and innovation agendas are at the heart of Government
Departments and those who wish to progress need to embrace this change. Participants will learn:
• What E-Government is, how it impacts their role and where they can add value to improve its
implementation
• What Digital Transformation is, how it enables E-Government and how can participants ensure
that their voice is heard when they potentially have a technology requirement.to deliver objectives
• What are the latest ‘technology’buzzwords mean and their relevance now or in the future
• How they can confidently engage technologists, the questions to ask and what information they
need to provide to get support they need
• Their role in supporting and enabling the delivery of ‘Citizen Centric Services’
• How to recognize and articulate opportunities to Innovate

This training course is about enhancing participants knowledge and their role in supporting the delivery
of E-Government and Digital Transformation to drive efficiencies and deliver Citizen Centric services.
This course is suitable to a wide range of professionals but will greatly benefit:
• Technologist New to Government
• Business Process and Quality Employees
• Finance Managers
• Customer Service Managers
• Policy Writers
• Marketing & Communications Delivers
• Excellence Employee

An interactive training course using a mixture of presentations with discussion, case studies, debates and
exercises including live examples. Ideally attendees will bring questions and examples from their own
working environment.

DAY 1
E-Government
Definitions – EU, World Bank, UAE
Why E-Government is important and how it is progressing?
E-Government Opportunities
Creating KPI’s that Measure Desired Outcomes
Wrap-up & Setting the Scene for Day 2

DAY 2
Digital Transformation
What is Digital Transformation?
Why Government is Different from the Private Sector?
The Key Elements of Successful Digital Transformation
Process Automation & Prioritization
Incremental Delivery
The Importance & Value of Data
Wrap-up & Setting the Scene for Day 3

DAY 3
Citizen Centricity
What is the role of Government?
How are Customer Expectations changing?
Understanding the Customer Journey
What do Citizens want from Government?
Creating A Customer Journey
Wrap-up & Setting the Scene for Day 4

DAY 4
Innovating Public Policy & Services
What is Innovation? – The many definitions
Theories of Innovation
Creating and Environment for Innovation
Spotting Opportunities for and Developing and Articulating Initiatives
Wrap-up & Setting the Scene for Day 5

DAY 5
Understanding the Language
What are AI, Blockchain and All the Other Buzzwords and When and Where can they be Applied
Delivery Methodologies – Agile, Waterfall, Kanban, Scrum, Lean -Where and when are they
appropriate?
The Importance of Focusing on Outcomes
Understanding the Excellence and other Award Criteria for Digital Transformation and Customer
Service Improvement
Applying Technology for the Right Reasons
Q&A
Close

CDGA attendance certificate will be issued to all attendees completing minimum of 75% of the total
course duration.