These are some of the takeaways from the discussions at the fifth edition of the Government Services Forum as the panelists deliberated upon taking a human-centered approach to redesign and implement services. Change can be hard but standing still is not an option. And, only those governments that are able to balance the challenges they are facing and the opportunities that present themselves, will likely reach a new level of maturity and achieve better outcomes for the citizens and the communities they serve.

The Forum began as a dialogue on the future of government services at the World Government Summit in February 2019. At this year’s edition – the largest yet, 5 panels convened 39 speakers from 14 countries, including 6 representatives from the UAE. These five roundtables focused on sharing experiences and debating on - identity, payments, citizen engagement, AI and the metaverse - in a bid to explore how to deliver improved government services for the citizens of today and tomorrow. The panelists converged around the need to continue this dialogue through the broader GX platform to collaborate and reimagine the way governments design and deliver services to their citizens. This report summarizes the discussions that happened across these five sessions and also presents points of view from some subject matter experts and delegates.