Introducing Government Customer Experience: Trends and Case Studies

Speakers

• Siim Sikkut

  Managing Partner, Digital Nation & Former Government CIO, Ministry of Economic Affairs and Communications for Estonia

  Estonia

• Dr. Wafa Snaineh

  President, Gov. Design Academy & Board Member, The International Foundation for Customer Experience in Government

• H.E. Saeed AlMulla

  Executive Director, Customer Experience, Department of Government Enablement

  United Arab Emirates

• Dr. Wafa Snaineh, from the Government Design Academy, supports multiple central government offices in the region as a chief strategist for several whole-of-government CX transformation programs. In her capacity as a board member in the International Foundation for Customer Experience in Government, Dr. Wafa is currently leading global research efforts on the Customer Effort Score, an emerging customer perception measure for the public sector. She is the architect of Life of Abu Dhabi service design initiative, as well as City Makers, the design lab of Dubai Government. Dr. Wafa is also supporting the Saudi Arabia Government in its ambitious CX transformation agenda. She led the development of omni-channel service delivery standards and contributed to the definition of the digital transformation assessment standards. Dr. Wafa is the lead author of Dubai Model for government services. She played a founding role in Dubai Model Center and in developing Hamdan Bin Mohammed Program for Smart Government. Dr. Wafa is currently a senior partner at HNW research and management consulting and is the president of Gov. Design Academy.

• H.E. Saeed AlMulla, a prominent figure in the domain of public service transformation, embodies the principles of innovation and collaboration. He currently leads the Abu Dhabi Program for Effortless Customer Experience, uniting over 60 government entities to streamline public services for effortless access and use. This pioneering vision started while he was the Executive Director of Customer Experience at the Abu Dhabi Executive Office, which is responsible for overseeing Abu Dhabi’s strategic and executive plans. The wide scale implementation continues under his leadership at the Department of Government Enablement which has a dedicated Customer Experience Affairs division. Prior to this, Saeed held leadership roles at the Abu Dhabi Digital Authority (ADDA) and was a driving force behind the Dubai Government's service improvement initiatives like the “Hamdan Bin Mohamed Program for Smart Government” and "City Makers". With nearly two decades of experience and a background in service design and facilitation, Saeed has been at the forefront of transforming more than 300 government services, leading to savings exceeding half a billion dirhams (over USD $136 million), to date. Saeed holds an MBA from Kwansei Gakuin University in Japan and a BSc in E-commerce from Higher Colleges of Technology, UAE.