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Harnessing Citizen Sentiment to Improve Experience for Public Services

Harnessing Citizen Sentiment to Improve Experience for Public Services
Harnessing Citizen Sentiment to Improve Experience for Public Services
  • Global direction 
  • The UAE Direction
  • The UAE Federal Government Happiness Meter Initiative
  • Potential use cases for the Happiness Meter
  • Challenges and key takeaways

Historically, government agencies provided “off-the shelf services” in a manner that governments deemed fit for their citizens. Over time, competition in the private sector transformed service delivery to be customized, convenient, and centered on the customer. Today, citizens have grown accustomed to experiences delivered by the private sector and expect the same quality and standard from government agencies. To match these expectations, governments should adjust their strategy and place citizens at the heart of policy design and service delivery; that is, governments should be citizen-centric.

The shift towards a citizen-centric government has become imperative for governments all around the world
to remain efficient, trusted, and competitive. The GCC region is no exception. While the fundamental drivers to
improve citizen experience are similar across the globe, the region’s current economic and sociodemographic
dynamic makes certain drivers more prominent than others.