Government Services Forum Dubai 2023 - Panelist Brief

Government Services Forum Dubai 2023 - Panelist Brief

• 1. Government Services Forum 1 GOVERNMENT SERVICES FORUM A DIALOGUE ON THE FUTURE OF GOVERNMENT SERVICES 5TH Edition 15 February 2023 Panelist Brief

• 2. Government Services Forum 2 T h a n k y o u f o r a c c e p t i n g o u r invitation to join the 5th edition of the Government Services Forum. We are looking forward to bringing together a diverse panel to initiate the dialogue on and explore the future of government services. To help you prepare for the discussion, we wanted to share some information about the forum on the pages that follow.

• 3. Government Services Forum 3 TABLE OF CONTENTS Introduction Session theme Agenda Roundtable One Roundtable Two Roundtable Three Roundtable Four Roundtable Five Speakers About GX History of the Forum 04 05 06 07 08 09 10 11 12 34 35 Government Services Forum

• 4. Government Services Forum 4 THE 5TH GOVERNMENT SERVICES FORUM AT THE WORLD GOVERNMENT SUMMIT IN DUBAI, UAE Launched by the Emirates Government Service Excellence Program (EGSEP) at the Prime Minister’s Office in the UAE, the 5th Government Services Forum is being held at the World Government Summit in Dubai, UAE. This Forum shall convene senior leaders from the public and private sectors to engage in a dialogue on the future of government services. The Forum envisages exploring multiple topics including, changing citizen expectations and emerging technologies, and their impact on government services; how governments around the world are meeting these expectations and shifts, and addressing the challenges in delivering exceptional service experiences; and how services will evolve over the next 5-10 years. Since its launch at the World Government Summit in Dubai, UAE in 2019, the Forum has been held at the Goldman School of Public Policy, University of California at Berkeley, GITEX Dubai and the World Government Summit during Expo 2020 Dubai. This is the 5th edition of the Forum. The Forum aims to continue the discussion through the formation of a community focused on shaping the global agenda on government services. Government Services Forum Introduction Knowledge Partner

• 5. Government Services Forum 5 A DIALOGUE ON THE FUTURE OF GOVERNMENT SERVICES Government Services Forum We stand witness to an era of digital disruption where new and emerging technologies are coming together and have the potential to catapult us into a new digital age. The pandemic catalyzed change across the globe. Government and the public sector - domains known to resist change - faced a plethora of challenges, forcing them to adapt how they interact with citizens and how they respond to crises. Now, a post-pandemic world demands that governments carry forward and build on this transformation in a holistic fashion, and that they reimagine the future of how they serve their citizens of today and tomorrow and businesses using the power of technology, to utlimately improve societies and communities, and humanity as a whole. As governments move forward in this journey, they still grapple with challenges in critical areas like identity and payments as they look to digitize more and more services. At the same time, the importance of services rendered face-to-face in physical service centres does not in any way diminish, as public officials continue to seek novel ways to engage with citizens more effectively and with better outcomes. Now, overlay this with the potential of AI and the Metaverse, and the ramifications are as endless as they are exciting. Technology undoubtedly has the potential to make any experience feel like magic. So the question is - How do governments integrate this magic and leverage developments being made in technology into their existing frameworks and institutions so that they can decipher the challenges confounding them, and design and deliver better services for the citizens of today and tomorrow? Join our thought leaders as we explore and uncover a number of key challenges and opportunities that will shape the future of government services going forward in the biggest ever edition of the Government Services Forum. Forum Theme

• 6. Government Services Forum Agenda 6 AGENDA World Government Summit Jumeirah Mina A’Salam, TDRA Hall Wednesday, 15 February 2023 8:00 AM - 1:30 PM 8:30 - 9:00 AM - Opening Session - A Dialogue on the Future of Government Services • Welcome Remarks H.E. Mohamed Bin Taliah, Chief of Government Services, United Arab Emirates Government • Guest of Honor Address H.E. Dr. Amr Talaat, Minister of Communications and Information Technology, Egypt • Launch of Global Government Services Handbook Rafi-Uddin Shikoh, CEO, DinarStandard • Keynote Address Uri Levine, Entrepreneur, Co-Founder of Waze 8:00 - 8:30 AM - Welcome & Coffee 9:05 - 9:50 AM - Identity: Reinforcing Human Centricity & Trust 9:55 - 10:40 AM - Payments: Key Building Block for Proactive Government Services 10:40 - 11:00 AM - BREAK 11:00 - 11:45 AM - Citizen Engagement: Designing the Future of Government Services & Service Centers 11:50 - 12:35 PM - AI: Enabling Next-Gen Government Services 12:40 - 13:25 PM - The MetaVerse: Mapping the Next Frontier of Government Services 13:25 - 13:30 PM - Closing Remarks

• 7. Government Services Forum H.E. Sheikh Saud bin Sultan Al Qasimi Director of the Sharjah Digital Office Barbara-Chiara Ubaldi Deputy Head of Division and Head of Digital Government and Data Unit, Public Governance Directorate, OECD Government Services Forum Roundtable One 7 Roundtable One Identity: Reinforcing Human Centricity and Trust For citizens, identity implies sensitive personal information that enables carrying out the most basic and essential activities. For governments, identifying citizens and delivering services to them form fundamental functions of the state. Quite obviously, the stakes surrounding identity are extremely high. While many citizens of the world may take having a legal identity for granted, lacking a formal way to identify yourself can result in citizens being excluded from having access to basic services, such as education, voting, social assistance programs and other government services. Unfortunately, nearly one billion people today do not have access to official proof of identity. At the same time, people’s lives today straddle two worlds together. While the blending of digital and physical worlds has opened up new possibilities for government services, it also implies that a new vision of identity is required to deliver on such possibilities, and also to enhance trust. The services that our citizens want tomorrow may well depend on having the identity solutions we create today. Our panelists will ponder upon this and other significant issues like: • How does a government create a cohesive federal strategy, policy and legislation required to unify a chaotic identity ecosystem, and also advance a clear national agenda on digital identity? • How do we locate and educate people, and enable them to legally identify themselves and access government services efficiently? • How do we potentially unify identity management across government services or provide better interoperability across systems? • In a new era of proactive, life event–based government services, how do we make identity work seamlessly across both physical and digital worlds? • From trust to operability to regulations that allow for broad usability, what are some of the key factors that represent essential ingredients to increase the adoption and utilization of digital identity schemes? Speakers Phil Malem Chief Executive Officer, Serco Middle East Amit Ranjan Tech Entrepreneur, CoFounder SlideShare, ex Product Architect, DigiLocker Aaron Snow Fellow and Interim Executive Director, Beeck Center for Social Impact + Innovation, Georgetown University, USA Mohammad Sear Partner - Digital Government Leader, EY Moderator H.E. Mohamed Bin Taliah Chief of Government Services, United Arab Emirates Government

• 8. Government Services Forum Roundtable Two 8 Roundtable Two Payments: Key Building Block for Proactive Government Services The three critical factors in customer-centric payment methods are - simplicity, security and speed. But many government services around the world provide payment options that do not support these pillars. The process of payments in government services requires citizens to pay-by-mail, pay-in-person or use third-party portals which can prove to be complicated and time-consuming. The landscape of payments in government services remains fractured. But innovation is clawing its way back in as technology again takes centrestage as the prime disruptor – UPI (Unified Payments Interface), BNPL(Buy Now Pay Later), DeFi (decentralised finance) and crypto cards are just beginning to scratch the surface. Will we ever realize the dream of smart payments? This panel explores the following questions, among many others: • With 1.4 billion adults that remain unbanked into the formal financial system, how do we digitize government payments and also enable financial inclusion? • As traditional approaches to payments get bypassed, what exemplars can show us the way to explore new and technologically advanced payments methods for public services? • What policy and design choices should governments adopt to put the citizen at the centre of the payment puzzle, establish a strong consumer protection framework and enable making digital payments with confidence? • What system can governments around the world introduce to make the payments process more user-friendly, fast and simple? H.E. Saif Humaid Al Dhaheri Assistant Governor For Strategy, Financial Infrastructure And Digital Transformation, Central Bank, UAE Speakers Praveena Rai Chief Operating Officer, National Payments Corporation of India (NPCI) Sandro Gianella Head of Public Policy, EMEA, Stripe Kyung Yang Park Founder, President & Chief Visionary Officer (CVO), Harex InfoTech Inc., Korea Jayesh Patel CEO, Wio Bank Abdallah Abu-Sheikh Co-Founder and CEO, Astra Tech Krishnakant Duggirala Lead Partner – Government & Public Sector Leader, EY Moderator

• 9. Government Services Forum H.E. Saeed Al Mulla Executive Director, Customer Experience Sector, Abu Dhabi Executive Office Government Services Forum Roundtable Three 9 Roundtable Three Citizen Engagement: Designing the Future of Government Services & Service Centres Active citizen engagement and interaction, as growing evidence suggests, could manifest innovative solutions to longstanding complex development and policy challenges governments have been facing. At the same time, citizen service centres provide the optimum platforms for governments to deliver services and solutions to individuals and businesses, and more significantly, engage and interact with them face-to-face. Today, we are witnessing an era where technology is empowering citizens and enabling real collaboration models with government entities. But how will governments continue to access a wider pool of ideas and solutions from their citizens to remain responsive and resilient, and enhance trust? How will governments retain the human touch through citizen service centres as they rationalize resources and digitize services? Our panelists discuss the way forward: • How do governments jumpstart and sustain effective citizen engagement and embed it in policy and service design? • How will service centres and citizen engagement help people move closer to the center of governance where citizens, policymakers and bureaucrats become co-creators of public goods? • How can government services provide transparency in public service to help better educate, engage and facilitate citizen participation in them? • Can government service centres ever evolve into innovative tech-driven labs, for testing new services, creating feedback loops and nurturing outcome-focused citizen engagement? • At present, a hybrid approach may offer the best way to deliver services (i.e., digital and face-to-face). Will this as always be the case to ensure digital inclusivity or will certain advances in technology address the current concerns we may have? • Despite technology advances, some services may always benefit from a more ‘human touch’ (e.g., through human interaction or through the implementation of sophisticated conversational AI technology that provides an empathetic experience). How do we best determine how a service should be delivered? Is citizen engagement sufficient? What role do other factors such as data, play in all of this? Speakers Rupert Soames OBE Serco Hemang Jani Secretary, Capacity Building Commission, Government of India H.E. Ulvi Mehdiyev Chairman, State Agency for Public Service and Social Innovations under the President, Republic of Azerbaijan Vincenzo Aquaro Chief of Digital Government Branch, Division for Public Institutions and Digital Government, UNDESA H.E. YoSik Kang President, Seoul Digital Foundation, Republic of Korea Kapil Raghuraman Partner – MENA Digital & Innovation Consulting Leader, EY Moderator

• 10. Government Services Forum Roundtable Four 10 Roundtable Four AI: Enabling Next-Gen Government Services Enough has been said about AI holding the potential to vastly improve government operations and help meet the needs of citizens in new ways. With the help of AI, we can finally enable personalized, predictive, proactive and anticipatory public services in diverse areas like health, education, mobility, and achieve economic multipliers. Citizens can be powerful catalysts in this transformation by actively demanding better, faster, and hyper personalized services from their governments. At the same time, these citizens can also get vocal about privacy, security, economical and ethical pitfalls that AI can expose them to. This is a debate that takes centrestage as our panelists discuss, among other things: • How can government services innovation get fueled by the development and integration of AI given the state of government access to the single most important requirement for AI i.e., data? • How can governments better role-model the ethical and trustworthy use of AI and educate its citizens on the unique set of challenges it could engender? • How will governments ensure transparency and explainability of AI models, a key requirement for development and usage in public facing services? • What are the most impactful use-cases emerging in the domain globally? Will AI enable some nations to leapfrog in government innovation? Dina Fares Director of Digital Transformation, Department of Digital Ajman, UAE Speakers Dr. Nele Leosk Ambassador-at-Large for Digital Affairs, Ministry of Foreign Affairs, Estonia Marta Tomovska Director, Team for Public Administration Reform and eGovernment, Office of the Prime Minister, Republic of Serbia Dr. Carlos Santiso Head of Division for Digital, Innovative and Open Government, Public Governance Directorate, OECD George Atalla Global Leader, Government and Public Sector, EY Kyoung Jun Lee Professor of AI & Business, Kyung Hee University & Director, HAREX Infotech User Centric AI Institute, Korea Dr. Eva-Marie Muller Stuler Partner, MENA AI, Data & Analytics Consulting Leader, EY Moderator

• 11. Government Services Forum Roundtable Five 11 Roundtable Five The Metaverse: Mapping the Next Frontier of Government Services Is it the next shiny thing and technology’s latest gold rush? Or, does the Metaverse hold the promise of something that is radically game-changing transformative for government services? Behind the headlines, the Metaverse offers huge potential for both public and private sectors to deliver a new wave of digital innovation. The Metaverse could make the world a strongly connected place where citizens will be meeting, learning and possibly accessing government services as well. Governments around the world could take advantage of the opportunities presented by the Metaverse to make services and applications available to citizens 365/24/7, anywhere, and anytime. In addressing potential opportunities and challenges, however, governments need to ensure that ‘safety by design’ standards are embedded into Metaverse platforms and technologies, and to develop new legal frameworks and regulations to protect users. Will it be the ultimate convergence point of most government services or is it merely a distraction designed to make us digress from the fundamentals of citizen centricity? This panel explore the possibilities and opportunities, and pitfalls and perils that lie in government services adopting the metaverse as a game-changing solution. • How do we migrate government services onto the metaverse and where do we draw the line? • Can we ever have a citizen-centric metaverse? How do we educate citizens to onboard the metaverse and access government services if made available? • Trust and safety are going to be paramount in enabling citizens to adopt government services in the metaverse. How can government services work towards possibly providing a ‘Responsible Metaverse’ experience? • How can governments introduce policies and legal frameworks to protect citizens’ rights in the virtual world, and to ensure that a Metaverse-divide is avoided? • Unconstrained from the physical limits of time and space, the metaverse presents a transformational new opportunity but will demand a radical shift in the way governments approach customer engagement. How will the metaverse reframe human centered experiences? H.E. Eng. Mohammad Ibrahim Al Zarooni Deputy Director General for Information and Digital Government Sector, TDRA, UAE Speakers Vishal Gondal Founder & CEO, GOQii Robert Wolcott Co-Founder & Chair, The World Innovation Network (TWIN Global) Dr. Jonathan Reichental Founder, Professor, and Author Ian Khan Metaverse Futurist & Future Readiness Pioneer Ryan Androsoff Founder and CEO, Think Digital Prem Kamath Partner – Government & Public Sector Leader, EY Moderator

• 12. Government Services Forum 12 SPEAKERS

• 13. Government Services Forum Jayesh Patel CEO, Wio Bank Hemang Jani Secretary, Capacity Building Commission, Government of India George Atalla Global Leader, Government and Public Sector, EY Dr. Jonathan Reichental Founder, Professor, and Author Ian Khan Metaverse Futurist & Future Readiness Pioneer Dina Fares Director of Digital Transformation, Department of Digital Ajman, UAE Mohammad Sear Partner - Digital Government Leader, EY 13 GOVERNMENT SERVICES FORUM 5TH EDITION: SPEAKERS Speakers Barbara-Chiara Ubaldi Deputy Head of Division and Head of Digital Government and Data Unit, Public Governance Directorate, OECD Amit Ranjan Tech Entrepreneur, CoFounder SlideShare, ex Product Architect, DigiLocker Aaron Snow Fellow and Interim Executive Director, Beeck Center for Social Impact + Innovation, Georgetown University, USA Praveena Rai Chief Operating Officer, National Payments Corporation of India (NPCI) Abdallah Abu-Sheikh Co-Founder and CEO, Astra Tech Krishnakant Duggirala Lead Partner – Government & Public Sector Leader, EY Vincenzo Aquaro Chief of Digital Government Branch, Division for Public Institutions and Digital Government, UNDESA Kapil Raghuraman Partner – MENA Digital & Innovation Consulting Leader, EY Dr. Nele Leosk Ambassador-at-Large for Digital Affairs, Ministry of Foreign Affairs, Estonia Marta Tomovska Director, Team for Public Administration Reform and eGovernment, Office of the Prime Minister, Republic of Serbia Dr. Eva-Marie Muller Stuler Partner, MENA AI, Data & Analytics Consulting Leader, EY Vishal Gondal Founder & CEO, GOQii Prem Kamath Partner – Government & Public Sector Leader, EY Dr. Carlos Santiso Head of Division for Digital, Innovative and Open Government, Public Governance Directorate, OECD Kyoung Jun Lee Professor of AI & Business, Kyung Hee University & Director, HAREX Infotech User Centric AI Institute, Korea Kyung Yang Park Founder, President & Chief Visionary Officer (CVO), Harex InfoTech Inc., Korea Uri Levine Entrepreneur, Co-founder of Waze Phil Malem Chief Executive Officer, Serco Middle East Sandro Gianella Head of Public Policy, EMEA, Stripe Robert Wolcott Co-Founder & Chair, The World Innovation Network (TWIN Global) Ryan Androsoff Founder and CEO, Think Digital Rafi-uddin Shikoh CEO, DinarStandard Rupert Soames OBE Serco H.E. YoSik Kang President, Seoul Digital Foundation, Republic of Korea H.E. Saeed Al Mulla Executive Director, Customer Experience Sector, Abu Dhabi Executive Office H.E. Ulvi Mehdiyev Chairman, State Agency for Public Service and Social Innovations under the President, Republic of Azerbaijan H.E. Saif Humaid Al Dhaheri Assistant Governor For Strategy, Financial Infrastructure And Digital Transformation, Central Bank, UAE H.E. Mohamed Bin Taliah Chief of Government Services, United Arab Emirates Government H.E. Eng. Mohammad Ibrahim Al Zarooni Deputy Director General for Information and Digital Government Sector, TDRA, UAE H.E. Sheikh Saud bin Sultan Al Qasimi Director of the Sharjah Digital Office H.E. Dr. Amr Talaat Minister of Communications and Information Technology, Egypt

• 14. Government Services Forum 14 SPEAKER PROFILES

• 15. Government Services Forum H.E. SHEIKH SAUD BIN SULTAN AL QASIMI Director of the Sharjah Digital Office His Excellency Sheikh Saud bin Sultan Al Qasimi is the Director of the Sharjah Digital Office (SDO), Sheikh Saud is responsible for driving the digital transformation of Sharjah and promoting the use of technology to enhance the lives of its citizens. He was previously a member of the Higher Committee of Digital Transformation in Sharjah, where he worked to advance the adoption of digital technologies and innovative solutions in the emirate. HE Sheikh Saud holds a graduate degree in Computer Science and is certified in Digital Transformation Strategies from the University of Cambridge Judge Business School. He also has a background in Cyber Security, bringing a deep understanding of the industry to his role as Director of SDO. H.E. DR. AMR TALAAT Minister of Communications and Information Technology, Egypt With over 30 years of solid experience in the IT and telecom industry, implementing working strategies for the provision of innovative digital technologies, Talaat was tasked with a chief mission to lead Egypt’s Digital Transformation Initiative, 2020. Talaat is confident of what immersive technologies can offer to serve as a strong arm to empower vital sectors of the economy and realize the Sustainable Development Strategy: Egypt Vision 2030.   Talaat’s endeavor aims to oversee the implementation of several strategic projects, that include developing and securing the country’s IT & telecom infrastructure, creating a generation of professionals specialized in advanced digital technologies, spurring innovation and improving government performance and quality of services offered to the citizen-as a main objective of the government’s digital transformation mega program. A strong believer in the power of youth as active participants in the socio- economic development of the nation, Talaat led a number of digitally-based empowerment initiatives to engage professionals to support such belief. Throughout his career, Talaat succeeded in materializing exceptional investments, mergers and acquisitions to attract and nurture Foreign Direct Investment (FDI) to the country and create the value-add. Under his leadership, before joining the Government of Egypt, Talaat spearheaded IBM Egypt’s expansion plans, ensuring the creation of unique job opportunities and the establishment of centers of excellence to export digital services. Throughout his career at IBM Egypt, he held various leadership roles till he headed the firm. Talaat was an Adjunct Professor at Cairo University with teaching experience in market and sales strategies and tactics, organizational behavior and strategic management. He was an honorary member at the ICT Board at Cairo University, member of the ICT Board of the Academy of Scientific Research and Technology, and the Chairman of ICT Committee of the American Chamber of Commerce. Talaat earned his Doctor of Business Administration from the University of Paris - Paris School of Business and obtained a Master of Science in Computer Science from Illinois Institute of Technology, and holds an MBA from Paris ESLSCA Business School, France. He is a graduate of Cairo University’s Faculty of Engineering. Government Services Forum Speaker 15

• 16. Government Services Forum H.E. ULVI MEHDIYEV Chairman, State Agency for Public Service and Social Innovations under the President, Republic of Azerbaijan Ulvi Mehdiyev was born on January 30, 1985 in Baku. He got his bachelor's and master's degrees from the law faculty of Baku State University. He also has got a master’s degree on “Adaptive Strategic Management” from the Duke University of the United States of America. Between 2006-2009 He worked at the Directorate General for Legislation of the Ministry of Justice of the Republic of Azerbaijan. Following the Ministry of Justice, U. Mehdiyev continued his career in Law-enforcement Affairs Department of the Office of the President of the Republic of Azerbaijan. Starting from 2012, he worked as a Head of Division at the Department for Work with Law Enforcement Bodies of Presidential Administration of the Republic of Azerbaijan. U. Mehdiyev was appointed to the position of the Deputy Chairman of the State Agency for Public Service and Social Innovations under the President of the Republic of Azerbaijan by the Order of the President of the Republic of Azerbaijan dated February 13, 2014. He was appointed to the position of the Chairman of the State Agency for Public Service and Social Innovations under the President of the Republic of Azerbaijan by the Order of the President of the Republic of Azerbaijan dated April 27, 2018. U. Mehdiyev was awarded with the medal “For Distinction in Public Service” by the President of the Republic of Azerbaijan on December 27, 2018. He is the Member of Commission on Business Environment and International Ratings and the Member of the “Working Group to accelerate the establishment of free economic zones” since 2018. His articles related to application of cutting-edge technologies in public service delivery and digitalization of governance are being published in international magazines and journals. Government Services Forum Speaker 16 H.E. SAIF HUMAID AL DHAHERI Assistant Governor For Strategy, Financial Infrastructure And Digital Transformation, Central Bank, UAE Mr. Saif Al Dhaheri is the Assistant Governor - Strategy, Financial Infrastructure and Digital Transformation at the Central Bank of the UAE. He also chairs the Board of Directors of Al Etihad Digital Payments company, Oumolat Security Printing, in addition to his role as Vice Chairman of the Emirates Institute for Banking and Financial Studies (EIBFS), besides being a member in the board of directors for the Artificial Intelligence Office, UAE.   Mr. Saif Al Dhaheri joined the Central Bank from Mubadala Investment Company where he was holding the capacity of a Senior Advisor to the DCEO - Chief Human & Corporate Services & part of Special Project division, with a mandate to establish and manage Mubadala’s Train For Work Programme. He also previously was the Executive Vice President in Human Capital & Facility Management with a mandate for oversight mainly on Human Capital, Organisation, Excellence, Customer Care, and Service Quality. Prior to Joining Mubadala, Saif Al Dhaheri worked in Al Hilal Bank as a Chief Operating Officer with a mandate of oversight on Information Technology, Project Management Office, Business Continuity, Operations, Internal Control, Facility Management, Real Estate, & Procurement, and prior to that he worked in Takreer covering a variety of positions. Mr. Saif Al Dhaheri holds an Executive Master’s Degree in Business Administration from Zayed University and a Bachelor’s Degree in Political Science from California State University, Fresno (CSUF).

• 17. Government Services Forum H.E. ENG. MOHAMMAD IBRAHIM AL ZAROONI Deputy Director General for Information and Digital Government Sector, TDRA, UAE In 2021, H. E. Mohammad Al Zarooni assumed the position of Deputy Director General of the Informa­tion and Digital Government Sector at TDRA (Telecommunications and Digital Government Regulatory Authority). Before that, he held several leading positions at TDRA in­cluding Chief Technology Officer (CTO) in 2007; Director of Domain Administration (.aeDA) from 2009 to 2015 and Director of Policies and Programs Department until 2021 when he assumed the posi­tion of Deputy Director General of the Information and Digital Government sector. H. E. Al Zarooni started his career at Emirates Telecommunications Group Company PJSC (Etisalat), where he served as an Internet Services Provider Manager from 2005 until 2007. During his long career in the telecommunications sector and digital transformation field, H. E. contributed to several strategic projects and digital transformation plans. Today, he leads TDRA's Information and Digital Government sector. He and his team have contributed significantly in forming and imple­menting the digital transformation roadmap with its various paths and initiatives. Currently, H. E. Al Zarooni is supervising an ambitious strategy for digital transformation in the UAE Federal Government. The strategy is based on enabling the relevant entities in the government and the private sectors to move from a digital government towards a comprehensive digital transformation which is based on partnerships, emerging technologies and future foresight. H.E. MOHAMED BIN TALIAH Chief of Government Services, United Arab Emirates Government His Excellency Mohammed Bin Taliah is the Chief of Government Services of the United Arab Emirates Government, where he oversees improving government services and implementing programs to ensure providing high quality services through the Emirates Government Service Excellence Program (EGSEP), which aims to raise the efficiency of government services and improve customer experience. He also oversees other programs including the Global Star Rating System, Khadamati system, and the Best M-Government Award, an international annual award aiming to encourage government entities and students to develop innovative solutions in the field of smart applications. Bin Taliah has previously held several managerial positions in various fields in the public and private sectors, including IT, cyber security, corporate governance, media, and ICT. From 2014 to 2019, he served as Assistant Director General for the Corporate Services Sector at the Prime Minister’s Office, in the Ministry of Cabinet Affairs. Government Services Forum Speaker 17

• 18. Government Services Forum Speaker 18 H.E. YOSIK KANG President, Seoul Digital Foundation, Republic of Korea YoSik Kang is the President of Seoul Digital Foundation with the motto of “Next Digital Leader of Seoul”. He is passionately working for Digital Transformation in Seoul Metropolitan. He has been a policy maker and advisor for government and public entity as well. • Member of Board, Korea Minting and Security Printing Corporation (2016~2019) • Executive Director, Korea East-West Power Co. Ltd (2014~2016) • Policy Advisor to Minister of Defense (2007~2008) Academic Background • PhD Political Science and Diplomacy in Kyungnam University (PhD) • Master Business Administration in Pusan National University (MBA) • French Language in Korea Military Academy (BA) H.E. SAEED AL MULLA Executive Director, Customer Experience Sector, Abu Dhabi Executive Office His Excellency Saeed Al Mulla plays a key role in defining and articulating the strategic vision for public service transformation in Abu Dhabi. Today, he is leading the Abu Dhabi Program for Effortless Customer Experience. Saeed has spent the last 10 years of his career playing an instrumental role in multiple government public service transformation programs, including Dubai Model for Government Services, Hamdan Bin Mohamed Program for Smart Government, and City Makers.

• 19. Government Services Forum Speaker 19 AARON SNOW Fellow and Interim Executive Director, Beeck Center for Social Impact + Innovation, Georgetown University, USA Aaron has led digital service teams for two national governments. A 2013 Presidential Innovation Fellow, he co-founded and then led 18F, the US government’s in-house technology and design consultancy, and was the first Deputy Commissioner of the Technology Transformation Service. In 2018, he became the first CEO of the Government of Canada’s Canadian Digital Service. He has twice been named one of the “World’s 100 Most Influential People in Digital Government.” Before entering government service, he developed software and managed product development for small and large enterprises, including Microsoft, and co-founded Daring Software, building the back-end for its flagship Arro shopping app. An honors graduate of Harvard College and Columbia Law School, he serves on the Advisory Boards of gov.uk and FWD50. ABDALLAH ABU-SHEIKH Co-Founder and CEO, Astra Tech Abdallah Abu-Sheikh is one of the leading entrepreneurs in the MENA region and the co-founder and CEO of Astra Tech, a UAE-based technology investment and development group. Following his acquisition of Rizek and PayBy, and most recently BOTIM, Abdallah is now spearheading the relaunch of a revolutionary new ultra app, bringing together selected consumer technologies, products, and services to address the platform fatigue that many users experience today.

• 20. Government Services Forum Speaker 20 AMIT RANJAN Tech Entrepreneur, CoFounder SlideShare, ex Product Architect, DigiLocker Amit Ranjan was Cofounder of SlideShare, the world's largest professional content sharing community. SlideShare is like 'Wikipedia for Professionals' - its mission is to empower the world’s professionals through knowledge centric content. SlideShare was acquired by LinkedIn in 2012. After exiting SlideShare, Amit volunteered to work for the Digital India Program run by the National eGovernance Division, Ministry of Electronics & IT, Government of India. He was the Product Architect for DigiLocker (https://digilocker.gov.in/) from its inception in 2015 till 2021. DigiLocker is a key project under Digital India – Government of India’s national digital infrastructure mission, and is aimed at building a federated, nationwide ecosystem for paperless service delivery by digitizing citizen records & enabling their digital usage. DigiLocker is also a component of #IndiaStack (http://indiastack.org/). Amit is deeply involved in the Indian startup community as an advisor, mentor, speaker and seed investor. Prior to his entrepreneurial venture, Amit had a career in product marketing, sales & consumer research, having worked for PepsiCo, Asian Paints & Godrej. He holds an MBA from FMS, Delhi University & a Mechanical Engineering degree from NIT Jaipur. BARBARA-CHIARA UBALDI Deputy Head of Division and Head of Digital Government and Data Unit, Public Governance Directorate, OECD Barbara-Chiara Ubaldi is the Deputy Head of Division and the Head of the Digital Government and Data Unit in the Open and Innovative Governments within the OECD Public Governance Directorate.    Barbara leads the OECD work on the digital transformation of governments that includes - digital government, public services in the digital age, data-driven public sector (including open data). She is responsible for country reviews, for monitoring the implementation of the OECD Recommendation on Digital Government Strategies and the Recommendation on Enhanced Access and Sharing of Data; and for the OECD OURdata Index and Digital Government Index. Barbara served for eight years as Programme Officer within the United Nations Department of Economic and Social Affairs. She gathered extensive experience working on digital government, ICT and knowledge management for development. A Fulbright Scholar, Barbara holds a M.S. on Public Administration from Northeastern University in Boston. Apolitical listed Barbara among the 2018 and 2019 TOP 20 most influential figures on Digital Government worldwide.

• 21. Government Services Forum DINA FARES Director of Digital Transformation, Department of Digital Ajman, UAE Dina Fares is an ambitious Emirati woman working as the Director of Digital Transformation at the Department of Digital Ajman. Her expertise, proactive approach, and hands-on experience have helped set the course for the continuous success of the Emirate of Ajman's Digital Transformation Plan. Dina possesses a wide range of academic qualifications. She graduated from the University of Sharjah with a degree in Management Information Systems. Fares was among first batch graduated from the UAE National Program of Artificial Intelligence and Kellogg College-University of Oxford, UK. Additionally, she is pursuing a master's degree in Future Foresight & Planning at RIT, New York. Dina holds a patent from the Ministry of Economy of the UAE in the area of Artificial Intelligence. Dina was privileged to be part of the UAE Pioneers Award-winning Digital Government team in 2018. At the federal level, Fares is an active member of several committees related to Artificial Intelligence and Digital Transformation and has played a vital role in several UAE Government Accelerators initiatives. Government Services Forum Speaker 21 DR. CARLOS SANTISO Head of Division for Digital, Innovative and Open Government, Public Governance Directorate, OECD Dr. Carlos Santiso has devoted his career to improving lives through better governance and digital innovation. He is a seasoned manager and thought leader with extensive experience in public governance and development finance. He has worked in over 40+ countries in Europe, Africa, and the Americas. Carlos currently heads the Division on Digital, Innovative and Open Government at the Organization for Economic Cooperation and Development (OECD). He is a member of the advisory group on public governance of the United Nations and the advisory council on anticorruption of the World Economic Forum. In 2019, he was named one of the world’s 100 most influential people in digital government by Apolitical and one of the world’s 20 govtech leaders in 2020 by Creators. In 2021 he was recognized as one of the 50 most influential people in agile governance by Apolitical and the World Economic Forum. He previously managed the governance practice of the Development Bank of Latin America (CAF), the Innovation in Citizen Services and the Institutional Capacity of the State divisions of the Inter-American Development Bank, and the governance division of the African Development Bank. He also worked in government as a governance advisor to Britain’s international development ministry and as a policy advisor on the French Prime Minister’s office. He holds a PhD in political economy from Johns Hopkins University and is a graduate in public policy of Columbia University and the Institut d’Etudes Politiques of Paris.

• 22. Government Services Forum Speaker 22 GEORGE ATALLA Global Leader, Government and Public Sector, EY George Atalla is EY’s Global Leader for Government and Infrastructure, which includes more than 22,000 professionals across developed and emerging markets providing consulting, strategy, assurance and tax services. George has worked in over 40 countries, focusing on government digital transformation, public private partnerships, business outsourcing, restructuring, organizational transformation, policy reform and investment prioritization. In collaboration with clients and EY teams worldwide, George leads the development of services and solutions, including in digital government, public finance management and smart cities. George has authored several papers and insights that position EY as a thought leader in government policy and modernization. George chairs EY’s Sustainability Working Group for Global Industry. In the US, George directly manages EY’s work with the States of Maryland and Virginia and has supported these States in addressing their most complex challenges, including major infrastructure, IT modernization, and public health transformational programs. A licensed professional engineer, George has earned graduate degrees in engineering and business administration from Northwestern University, Georgia Institute of Technology, and George Washington University. HEMANG JANI Secretary, Capacity Building Commission, Government of India Hemang Jani is an experienced professional in public policy, governance and innovation systems. For the past two decades, he has worked towards improving public service delivery through technology, designing national innovation frameworks, applying technology and innovation in governance, and enabling private sector development at state, federal and international levels. Before joining as the Secretary of the Capacity Building Commission, he worked as a Senior Private Sector Specialist at the World Bank Headquarters in Washington DC, USA. During this time, he worked on innovation and entrepreneurship in Bangladesh, Sri Lanka and India.   He has also worked with the Government of India, as an Officer on Special Duty (Knowledge and Innovation) in the Prime Minister’s Office. He designed and nurtured Atal Innovation Mission (AIM) during this time. He is a Board Member of Atal Innovation Mission (AIM) and iGoT Karmayogi Bharat SPV.

• 23. Government Services Forum Speaker 23 IAN KHAN Metaverse Futurist & Future Readiness Pioneer Ian Khan, a.k.a “The Futurist”, is an emerging technology futurist featured on CNN, BBC, Bloomberg, Fast Company. Ian is the author of the highly anticipated “Metaverse for Dummies” the first comprehensive explainer for the Metaverse. Ian also created the Future Readiness Operating System (FROS™) and the Future Readiness Score(FRS™), used by leading organizations as a tool for Future Readiness. He is also an authority on Web3, Metaverse Security and speaks about Digital Transformation through Algorithms, Robotics, Automation and Blockchain. Ian has also produced several critically acclaimed documentaries available on Prime Video, Emirates Airlines and leading streaming platforms. A highly sought after Future Readiness pioneer, Ian is an energetic keynote speaker sharing his insights with audiences worldwide ,virtually and in person. JAYESH PATEL CEO, Wio Bank An innovative digital disruptor and experienced leader in the Fintech industry, Jayesh Patel plays a pivotal role in establishing an entirely new virtual banking landscape for the Middle East. As CEO of Wio Bank PJSC, Jayesh is shaping the platform bank as an intelligent financial partner for businesses and customers. He brings a wealth of experience to Wio, building it as a truly open platform that will provide solutions in three areas - Digital banking apps, Embedded finance and Banking-as-aService solutions. Throughout his 14 years in the Fintech industry, Jayesh has been driven by a vision to digitise growth and consolidate services to simplify banking for everyone. He has worked with Fortune 500 clients at Deloitte and IBM in the US, focusing on innovation and building on-demand digital solutions, before driving the development and launch of Liv. By Emirates NBD, where he oversaw the creation of its online finance ecosystem. Before this, Jayesh was Head of Retail Strategy at Emirates NBD where he led the digitisation of essential customer services and processes. Jayesh is also an active member of the Angel investment community in the Middle East and North Africa (MENA). Wio is the region’s first platform bank created to reboot banking for everyone and open new paths for its customers. Headquartered in Abu Dhabi, Wio is owned by the Abu Dhabi Holding Company (ADQ), Alpha Dubai, Etisalat, and First Abu Dhabi Bank (FAB).

• 24. Government Services Forum Speaker 24 DR. JONATHAN REICHENTAL Founder, Professor, and Author Dr. Jonathan Reichental is a multiple-award-winning technology and business leader whose career has spanned both the private and public sectors. He’s been a senior software engineering manager, a director of technology innovation, and has served as chief information officer at both O’Reilly Media and the City of Palo Alto, California. Reichental is currently the founder of advisory, investment, and education firm, Human Future, a professor at several universities, and also creates online education for LinkedIn Learning. He has written three books on the future of cities: Smart Cities for Dummies, Exploring Smart Cities Activity Book for Kids, and Exploring Cities Bedtime Rhymes. His latest book, Data Governance for Dummies is available now. KYOUNG JUN LEE Professor of AI & Business, Kyung Hee University & Director, HAREX Infotech User Centric AI Institute, Korea Kyoung Jun Lee is the Director of Humanitas Big Data Research Center of Kyung Hee University and HAREX Infotech User Centric AI Institute. He graduated with a B.S. (1990), M.S. (1992), and Ph.D. (1995) in Management Science from the Korea Advanced Institute of Science and Technology (KAIST). He also completed a M.S. and Ph.D. course in Public Administration at Seoul National University in 2003. He won the Innovative Applications of Artificial Intelligence Awards in 1995, 1997, and 2020 from the American Association for Artificial Intelligence (AAAI), and served as a visiting scientist and professor at Carnegie Mellon University (1996-1997), the Massachusetts Institute of Technology (2009), and the University of California at Berkeley (2010). He is the year 2017’s President of Korean Intelligent Information Systems Society. He is a Vice President of the Korean Academic Society for Business Administration and the Korean Management Information Systems Society. He founded Benple Inc., IoT & AI-based company, and Allwinware Inc, a patent-based e-commerce company. He received 2018 Presidential Award for his contribution to e-government of Korea. He was a member of the Government 3.0 Committee. He is now currently advising, LG CNS, MINDS Lab, and Harex Infotech. He advised major companies such as Riiid, Naver, Samsung C&T, LG Electronics, Samsung Electronics, KT, SK Telecom, and BC Card etc. He is now the 4th Industrial Revolution Policy Advisor for the Busan city. He selected the Korea AI Start-up 25 in 2020, and has been serving as the chair of the Selection Committee for Korea AI Start-up 100 in 2021 and 2022.

• 25. Government Services Forum MARTA A. TOMOVSKA Director, Team for Public Administration Reform and eGovernment, Office of the Prime Minister, Republic of Serbia Marta Arsovska Tomovska is the Director of the Public Administration Reform and eGovernment Team at the Office of the Prime Minister of Serbia. Previously, she was Macedonian Minister for ICT and Public Administration, and a C-level executive in several companies in the IT and telecommunication industry. She is considered to be one of the pioneers of the internet access in the Western Balkans, leading one of the first Internet Service Providers and several cybersecurity initiatives. Marta is an Executive Board Member of the UN framework organization World Summit Awards, and is also serving other boards. Certified by the UN's ITU for building national digital innovation ecosystems, she is now advising governments, organizations and corporations on digital transformation and innovation. BSc. in Electrical Engineering, MSc. in Economy and Computer Science, educated at Kellogg School of Management, Northwestern University, Marta is a frequent panelist and speaker on the most prestigious ICT conferences worldwide on topics such as digital transformation, innovation, and eGovernment. Government Services Forum Speaker 25 KYUNG YANG PARK Founder, President & Chief Visionary Officer (CVO), Harex InfoTech Inc., Korea Kyung Yang PARK, the Founder, President, and Chief Visionary Officer of Harex InfoTech, is a pioneer of the User Centric Transformation and User Centric Shared Platform with the User Centric Mobile Payment Service and User Centric Artificial Intelligence (UCAI) Sharing Platform where everyone owns their AI and connects to the world without limitation. He founded a mobile card payment service company, Harex InfoTech in 2000. Harex InfoTech’s Ubpay (MoCa at the time) won the gold medal in Best Technology for its “Payment 3.0 Platform”, the world’s first revolutionary User-Centric payment model at “The Innovation Project 2013” held by PYMNTS.com at Harvard University. President Kyung Yang PARK was invited to the “World Economic Forum’s Disruptive Innovation in Financial Services” workshop in 2014 and shared the vision of the User Centric Mobile Payment Platform, UBpay. In 2016, President PARK presented at Seoul National University, his vision of the next industrial revolution of User Centric Artificial Intelligence (UCAI) to create Better Capitalism for the happiness of the human spirit: ‘Opportunities for All’, not ‘Winner Takes All’. In May 2022, he announced a plan for the digital platformization of the African continent through the establishment of digital platform infrastructure for 100 million stores in 55 African countries and the launch of the User Centric AI Sharing Platform. In Dec 2022, he announced a business alliance with the Africa Fintech Network to collaborate for the Digital Platformization and Globalization of Africa through the User Centric AI Sharing Platform and User Centric AI Growth Fund. President Park is the author of books including “Management Theory” and papers including "Effect of Economic Growth and Public Expenditure on Meeting Basic Human Needs", "Opening the Era of Payment 3.0 for Happiness of Human Spirit: Innovation in Payments by Breaking Rules", and "User- Centric New Shared Economic Order and Public Policy”. He received his BA in Economics from the Korea Military Academy in 1983 and MBA at the University of Alabama in 1989 and taught Economics, Accounting, and Business Administration at the Korea Military Academy from 1990 to 1993. He was awarded Grand Award of Most Innovative Management from the Korea Academic Society of Business Administration in 2022, the Iron Tower Order of Industrial Service Merit in 2012 from President Myung-Bak LEE, and the Presidential Award of Innovation in 2004 from President Moo-Hyun ROH.

• 26. Government Services Forum PHIL MALEM Chief Executive Officer, Serco Middle East Phil joined Serco in April 2019, and since his appointment he has defined the company’s purpose of bringing national visions to life. He has also driven the repositioning of the business in alignment with a new strategy to continue its growth trajectory. Since joining Serco Middle East, Phil has introduced several new service lines, including citizen services to support the visions of the UAE and Saudi Arabian leadership as part of the government’s overall ambitions and goals. Furthermore, Serco’s service offering has been strengthened through the addition of ExperienceLab, Serco’s own research and design agency, which focuses on creating world-class usercentric experiences underpinned by data and the latest insights. Most recently, Phil Malem led the launch of a new Advisory with Purpose service, which focuses on supporting governments and organisations to operate sustainably as part of the region’s drive towards achieving its Environmental Social and Governance (ESG) goals. One of Serco’s main pillars of focus in 2023 centres on harnessing its expertise and experience to further the ESG agenda and Advisory with Purpose plays testament to the company’s vision to empower workforces to operate more sustainably. Government Services Forum Speaker 26 DR. NELE LEOSK Ambassador-at-Large for Digital Affairs, Ministry of Foreign Affairs, Estonia Dr Nele Leosk serves as the Ambassador-at-Large for Digital Affairs at the Ministry of Foreign Affairs of Estonia, being responsible for the development and coordination of Estonia’s digital diplomacy. Over the past twenty years, she has advised political and public sector leaders in digital governance and digital economy in more than forty countries in Central and Eastern Europe, South-Eastern Europe, Middle East, Central Asia, and Africa. Apart from government work, she has experienced the life of private sector, international and inter-governmental organisations such as the UN, OECD as well as academia. As a promoter of an open and inclusive digital society, Nele is the member of the World Economic Forum’s Global Future Council on Technology Policy, GovStack lead for Estonia, Chair of the Digital Cooperation and Diplomacy Network, and member of several networks on women in tech. Nele holds a PhD in Political and Social Sciences from the European University Institute (EUI), Italy. She is a former Fulbright-Schuman grantee at the National Centre for Digital Government at the University of Massachusetts Amherst and at the Governance Lab at New York University, USA. She lectures on legal aspects of information society as well as on the technology policy, including foreign policy.

• 27. Government Services Forum Speaker 27 PRAVEENA RAI Chief Operating Officer, National Payments Corporation of India (NPCI) Ms. Praveena Rai is the Chief Operating Officer of NPCI (National Payments Corporation of India). An ex- banker having worked with HSBC, Citi Bank, Kotak Mahindra Bank in India and across Asia, she is responsible for running the business, including products, operational and technical delivery. Passionate about payments and technology as drivers to economic value, she now helps NPCI attain its strategic objectives of offering simple, secure and seamless digital payments experience to consumers and users across the ecosystem- that can lead to rapid digitalisation of India. RAFI-UDDIN SHIKOH CEO, DinarStandard Rafi-uddin Shikoh is a growth strategy thought leader and execution specialist for government agencies, investors, and corporates. He is passionate about empowering organizations to become global brands with socially responsible impact. He is the Founder and CEO of DinarStandard™--a specialized growth strategy and execution advisory platform. Since 2008, Rafi-uddin has been building DinarStandard into strong research and predictive analytics driven advisory platform serving multinational corporates, government agencies, and investment firms from over 12 countries. He has built a global execution team and proprietary global market intelligence on government innovation and Islamic/ethical economies. He has spoken at over 70 conferences worldwide while achieving over 1,500 global media mentions including The Economist, CNN, Fortune, and the BBC. Prior to DinarStandard, Rafi-uddin had 15 years of marketing strategy, e-business strategy, and technology management experience with small to Fortune 500 ranked companies. He was Vice President with Marsh Inc, a global risk-brokerage firm, where he led and successfully delivered multi-million dollar knowledge management and marketing technology related initiatives. He had previously served as a Senior e-Business Consultant at a Boston based firm. In addition, he has also served as a Marketing Director for a communications training and sports media consulting company. Rafi-uddin has an MBA from UNC-Charlotte, North Carolina, USA, and a BSc. in Marketing from Southwest State University, Minnesota, USA.

• 28. Government Services Forum Speaker 28 ROB WOLCOTT Co-Founder & Chair, The World Innovation Network (TWIN Global) Adjunct Professor of Innovation at the Booth School of Business, University of Chicago, and Adjunct Professor of Executive Education at the Kellogg School of Management, Northwestern University. 2009 – 2019, he served as Clinical Professor of Innovation and Entrepreneurship at Kellogg. Wolcott won Teacher of the Year from Kellogg’s EMBA program in 2013, 2014, 2015 and 2017. Co-founder and chair of The World Innovation Network (TWIN Global;), a global community of nearly 4,000 innovation leaders from over 30 countries and across sectors (business, government, the arts, academia, defense). Board member of Clareo, a strategy consultancy focused on global resources, mining, food and agriculture industries; technologyenabled coaching enterprise Abroad.io; and global non-profit HCP Cure Blindness (Himalayan Cataract Project). Advisory board member, Open Innovation Lab of Norway, MagicCube, StartupWind and other ventures. Contributor for Forbes on the impact of technology on business, society and humanity. His book, Grow From Within: Mastering Corporate Entrepreneurship and Innovation (McGraw-Hill, 2010) has been published in Chinese and Japanese. Wolcott’s work has appeared in publications such as MIT Sloan Management Review, strategy+business, The Harvard Business Review (online), The Wall Street Journal. Early stage investor in nearly 30 companies and funds including digital healthcare fund 7wire Ventures, crowd funding leader Indiegogo , tech-enabled coaching and corporate culture development platform Abroad.io, no-code enterprise leader Unqork , women’s online health specialist Alpha Medical, student loan innovator Lumni, digital education leader Kiddom, transaction security technology firm Magic Cube, UK-based consumer credit platform Updraft , verified identity platform Merit, mental health platform Silver Cloud Health (acquired by Amwell) and ClearCare Online (acquired by Battery Ventures), and international art show EXPO Chicago). BA, European and Chinese History; and an MS and Ph.D., Industrial Engineering & Management Science, Northwestern University. RUPERT SOAMES OBE Serco Rupert served Serco as Group Chief Executive between May 2014 and December 2022. During this period Serco was transformed into a specialist supplier of services to Government in Health, Defence, Transport, and Justice and Immigration, employing some 53,000 people and operating in 16 countries. He joined Serco from Aggreko plc, the temporary power business, where he served 11 years as Chief Executive. During his tenure at Aggreko, the market capitalisation of the business increased from £450 million to over £5 billion. Prior to Aggreko, he was with the software company Misys plc for five years, latterly as Chief Executive of its Banking and Securities Division. He spent the first 16 years of his career at GEC plc. He studied Politics, Philosophy & Economics at Oxford University and was President of the Oxford Union. Rupert was a Non-Executive Director of DS Smith, the FTSE-100 packaging company until September 2022; he was a member of the Audit, Remuneration and Nomination Committees. Previously he was Senior Independent Director of Electrocomponents plc and a member of the Remuneration, Nomination and Audit Committees. Rupert is also a Visiting Fellow at Oxford University, and a Visiting Professor of Aston University.

• 29. Government Services Forum Speaker 29 RYAN ANDROSOFF Founder and CEO, Think Digital Ryan Androsoff is the Founder and CEO of Think Digital, a Canadianbased consultancy that helps public sector organizations to adapt and thrive in the era of digital disruption. He is an expert on digital government with a passion for public sector entrepreneurship and over two decades of experience working with governments around the world. Ryan is also an Associate with the Institute on Governance where he leads their digital leadership programs. Ryan previously was a Senior Advisor in the Government of Canada where he worked on a number of modernization initiatives, including being a co-founder of the Canadian Digital Service. SANDRO GIANELLA Head of Public Policy, EMEA, Stripe Sandro has over the past 5+ years built and led the Public Policy and Government Relations Team for Stripe in EMEA, interacting with policy-makers and regulators across the EU, UK and MENA region. Stripe builds economic infrastructure for the Internet economy and his work and focus sits at the intersection of financial and technology policy. Prior to Stripe, he spent 7 years as a Public Policy Manager for Google, worked for the Heinrich Boell Foundation (a think tank affiliated with the Green Party in Germany) as well as the Canadian Foreign Office. He graduated with honors in International Relations and Political Science at the University of Toronto and with a Master in Public Policy from the Hertie School of Governance. He was selected as a Young Leader of the Atlantik-Brücke in 2016, participated as a fellow in the Transatlantic Digital Debates in 2018 as well as the Oxford Internet Institute Leadership Academy in 2019. He also really loves to ride bikes.  

• 30. Government Services Forum Speaker 30 URI LEVINE Entrepreneur, Co-founder of Waze Uri Levine is a passionate entrepreneur and disruptor, a two-time 'unicorn' builder (Duocorn). He is a co-founder of Waze, the world's largest community-based driving traffic and navigation app, which Google acquired for $1.1 billion in 2013, and former investor and board member in Moovit, 'Waze of public transportation', which Intel acquired for $1 Billion in 2020. Levine also heads the "The Founders Kitchen," a company-builder fund. Levine's new book "Fall in Love with the Problem, Not the Solution – A Handbook for Entrepreneurs", published in January 2023. Levine's vision in building startups is to disrupt inefficient markets and improve under-functioning services, focusing on solving "BIG problems" and saving consumers time and money while empowering them and changing the world for the better. Among Uri's startups are Pontera, FairFly, Refundit, and SeeTree, and he is always working on the next one. Uri has been in the high-tech business for the last 30 years, half of them in the startup scene, and has seen everything ranging from failure, moderate success, and big success. VINCENZO AQUARO Chief of Digital Government Branch, Division for Public Institutions and Digital Government, UNDESA Mr. Aquaro is the Chief of the Digital Government Branch of the Division for Public Institutions and Digital Government at the United Nations Department of Economic and Social Affairs. In his functions he supports the UN Secretariat and UN Member States, promoting innovation and transformation in digital government, good governance, public administration, and advancing public sector reforms toward more inclusive, effective, accountable, and people-centric public service delivery to achieve sustainable development. Since 2010 he has been in charge of the flagship publication United Nations E-government Survey and on the E-Government Development Index (EGDI) data collection and data management team. With more than 30 years of experience in ICT in private and public sector, he was in 2019 named in Apolitical's list of the World's Top 100 most influential people in the digital government. Before joining the United Nations, from 2000 to 2010, he was the CEO of Formit Servizi SpA, an Italian ICT consulting corporate, specialized in project management, monitoring, and evaluation of ICT strategic programmes and implementation plans in the public sector. In 2007 he founded and chaired (until 2010) a Private and Public Partnership Research Consortium named CARMA - Consortium for Automation and Risk Management in Agriculture. The Consortium, in partnership with academia and SMEs, was specialized in advanced research on risk management and financing for SMEs’ development in e-agriculture. The consortium was co-financed by the European Commission and oversight by the Italian Government of Apulia’s region. From 2008 to 2010, in partnership with IBM Italia and with the Department of Informatics and Automation of the Faculty of Engineering of the Italian University of Roma III, he co-chaired the 1st and the 2nd Edition of the Second Level Master's Degree in ICT Governance in Public Administration: Development, Management, and Monitoring. Mr. Aquaro holds a master’s degree (Laurea Magistrale) in Electric Engineering from the University of Bari, Italy.

• 31. Government Services Forum Speaker 31 VISHAL GONDAL Founder & CEO, GOQii From being known as the father of the Indian gaming industry, Vishal Gondal is now a pioneer in the Health Metaverse space. His passion for technology, fitness and gaming, led him to start GOQii, which is focused on preventive healthcare. GOQii helps people make a positive change towards a healthier lifestyle and be a force of good. Now, GOQii will be a combination of Preventive healthcare + gaming + Metaverse in 3D. Vishal believes that the Metaverse will combine the two worlds, making living healthy in the real world more fun and super rewarding. He sold his first entrepreneurial venture, India Games, to Walt Disney. He was listed among the top 50 executives in the mobile content space by the UK-based 'Mobile Entertainment' Magazine alongside noted people like Steve Jobs. A notable Angel Investor, he has brought his knowledge and love for interviewing people to a whole new platform by hosting a podcast series ‘Beneath the Force: The Vishal Gondal Show'. On the show, he converses with personalities from various walks of life, providing a sneak peek into their fascinating lives. Vishal is also a fitness enthusiast, runs marathons, goes on treks and also enjoys skydiving.

• 32. Government Services Forum 32 DR. EVA-MARIE MULLER STULER Partner, MENA AI, Data & Analytics Consulting Leader, EY PREM KAMATH Partner – Government & Public Sector Leader, EY MOHAMMAD SEAR Partner - Digital Government Leader, EY KRISHNAKANT DUGGIRALA Lead Partner – Government & Public Sector Leader, EY KAPIL RAGHURAMAN Partner – MENA Digital & Innovation Consulting Leader, EY GOVERNMENT SERVICES FORUM 5TH EDITION: MODERATORS Government Services Forum Moderators

• 33. Government Services Forum 33 GLOBAL COLLABORATION PLATFORM FOR SHAPING THE FUTURE OF GOVERNMENT SERVICES History

• 34. Government Services Forum About GX 34 ABOUT GX • Converging technologies are driving a radical re-think of government services and rewriting the rules of service interactions. • New customer demands require a transformation of government service paradigms. We need to go beyond service to focus on the experience. This is where we introduced a new concept in 2019 to describe the unique convergence around experience, beyond just customer service. It’s called: GX – Government Experience. Government Experience (GX) is a global framework for government service excellence from the UAE. Government Experience implies the overall experience of a person engaging with a government service, such as a registration or payment, especially in terms of how easy or delightful it is to use. We envision optimizing government service experiences and going upstream to serve customers with intuitive, intelligent and delightful services, and we aim towards uniting global practitioners and innovators to do so. We see Government Experience as the next frontier in government service design and delivery. GX.AE GX’ is envisioned as a global portal to share knowledge, enable interaction and activate ideas on government services. GX aims to unite government decision-makers, global practitioners and renowned innovators to reexamine and re-define Government Experience for the present and the future. It stands for the following and more: • A one-stop platform to enable interaction and share better practices around government services globally • Single pre-eminent destination for learning, knowledge and consolidation of experiences and practical research stories from around the world • A forum for idea exchange and collaboration that can potentially connect startups and companies with government entities seeking solutions As a panelist at the Government Services Forum, we welcome you as a mentor for GX and hope to get your continued support for this platform on government services. We encourage you to visit GX.AE and share your stories of innovation and leadership with us and the larger global community. Government Services Forum

• 35. Government Services Forum 35

• 36. Government Services Forum History 36 Made in the UAE Global Platform Service Improvement GOVERNMENT SERVICES FORUM IN NUMBERS: 4 EDITIONS Government Services Forum Global Footprint 54 Thought Leaders Engaged 11 Knowledge Partners 4 Reports Published 43 Organizations Involved

• 37. Government Services Forum History 37 1ST EDITION: FEB 2019 WORLD GOVERNMENT SUMMIT, UAE V PARTNERS Future Citizen Now Shifting Service Models Next Gen Government Services POWER OF EXPERIENCES Learn more

• 38. Government Services Forum History 38 PARTNERS 2ND EDITION: FEB 2020 GOLDMAN SCHOOL OF PUBLIC POLICY UNIVERSITY OF CALIFORNIA AT BERKELEY, USA V A dialogue on the future of government services Learn more

• 39. Government Services Forum History 39 V PARTNERS 3RD EDITION: DEC 2020 GITEX, DUBAI UAE Building back better government experience in a post pandemic world Learn more

• 40. Government Services Forum History 40 PARTNERS 4th EDITION: MARCH 2022 EXPO2020, DUBAI UAE People, Purpose & Possibilities: Exploring new frontiers in government services Learn more

• 41. Government Services Forum 41 gx.ae info@gx.ae #GXperience V جائزة تكنولوجيا الحكومات GOVTECH PRIZE Learn more v