mGov Supplement 2014

SPECIAL SU PPLE M E NT FOR M-GOV 2014

PA G E S 2 0 VOLUME 01 | ISSUE 08 MARCH 2014 WWW.ENTERPRISECHANNELSMEA.COM

READ WHAT A SERVICE PROVIDER BRINGS PAGE 04

FIND HOW SYMANTEC IS DIFFERENT PAGE 10

READ ABOUT 2ND M-GOV AWARDS PAGE 17

M-GOV

2014 ROUND UP

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24 th – 25 th March 2014, Ritz Carlton DIFC, Dubai, UAE SMART Solutions at your fingertips The m-Government 2014 conference will bring together the world’s foremost government, business and technology leaders in an effort to share knowledge and provide an invaluable networking opportunity as the region prepares itself for the next stage of smart government implementation.

Osman Sultan

Hassan Al-Sayed

CEO DU

Assistant Secretary General Information Technology Sector Supreme Council of Information and Communication Technology (ictQATAR)

Ahmed Buhazza

Mohammed Al Zaffin

Director of e-Services Delivery & Channel Enhancement Bahrain e-Government Authority

Rick Cnossen

Global Director of m-Health Intel

Ahmed Bahrozyan

Licensing Agency CEO Roads & Transport Authority (RTA)

Sinisha Patkovic

Mohammed Saeed Al Nuaimi Executive Director Corporate Services Sector Abu Dhabi Food Control Authority

Anshu Vats

Director of Information Technology Department Dubai Municipality

VP, Security Advisory BlackBerry

Dr Karim Chelli

Dr. Tod Laursen

Saif Ali Hattawi

President Khalifa University

Head of E Services Ministry of Environment and Water, UAE

President & Vice - Chancellor Canadian University of Dubai

Head of Government Practice in the Middle East A.T. Kearney

Be part of this exciting initiative For more info call Daksha Patel on +971 566907668 or email daksha@m-gov.ae

www.m-gov.ae Gold Sponsors:

Delegate Registration Sponsor:

Session Sponsors:

Organised by:

Media Partner: Lead Media Partners:

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Lead Knowledge Partner:

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Welcome to m-Government 2014!

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The Gulf Cooperation Council (GCC) states are leading the global drive to provide government services on mobile devices, as the region moves towards the next stage of citizen engagement and smart governance. Several initiatives are being rolled out across all six GCC states, covering the complete spectrum of government services, from utilities, transport, police, customs and municipalities to health services, bill payments, education, research and gathering citizen feedback.

The mobile government initiative takes centre stage at the m-Government Conference in Dubai, taking place at the Ritz Carlton DIFC from 24-25 March 2014. The conference will host top officials from regional government departments and their international peers to discuss the key issues in developing and implementing effective mobile delivery strategies, citing successful case studies for attendees to follow.

Leading the discussions will be industry veteran, Osman Sultan, CEO, du, who will deliver a keynote titled ‘Towards a Smarter World’ highlighting role of the Government to create the right platform — which he refers to as the ‘governance layer’. Speaking about his participation in the conference, Osman Sultan said ‘Governance layer is the enabler of change and a protector of the citizen, providing the basis of a unified vision for a smart city. It is my firm belief that mobile applications are going to touch every single aspect of our lives in future. We are blessed that in the UAE, beyond the available technologies, we have a visionary leadership and a mindset of positive change which are perhaps the most important enablers that bring about a tangible change. This is the main reason why in the last 40 years the UAE has leap-frogged ahead at a faster rate than any other country in any era.”

All six GCC states have established comprehensive mobile government strategies and the race is on to provide all government services on mobile phones 24/7 and 365 days a year. The conference will benefit from expert speakers representing a wide range of award winning programmes that cover all aspects of mobile engagement and delivery.

Ahmed Bahrozyan, Chief Executive Officer at Licensing Agency, Road and Transport Authority, Dubai, who will be speaking at the event said: “We are pleased to participate in this important initiative, which we feel will contribute to the UAE’s smart government goals. At the RTA, we share the vision of our country’s leadership in providing the highest quality of services to our citizens and will use this event to highlight the steps we have taken to deliver innovation, efficiency and value in everything we do.”

Speaking about their participation at the event, Hassan Al-Sayed, Assistant Secretary General - Information Technology Sector, ICT Government Programs, Supreme Council of Information and Communication Technology (ictQATAR) said: “We will be speaking about the role a central body plays in building a consistent, whole-of-government approach to adopting mobile technology. At ICTQatar, we have been able to roll out a number of successful initiatives, such as Hukoomi, Qatar’s award winning e-Government Portal, Al-Meezan, which has set an example for Arab nations on how governments can enrich Arabic digital content, Customs Single Window and other platforms. We look forward to sharing these with our colleagues from around the region.”

Daksha Patel, Event Director at Niche Ideas, organisers of the event said: “Government departments across the world face similar challenges in their efforts to roll out effective IT programmes. Our conference has been designed to learn from best practices globally, highlighting international case studies that have worked, yet are tailored for the region. This will be a great opportunity for regional IT programme managers to meet with their peers internationally and provide an unparalleled learning and knowledge sharing platform.” m-Government 2014 will bring to the fore a number of challenges government departments face in providing an increasing number of services on mobile phones. Key discussions will revolve around understanding m-government adoption and its role in citizen engagement; developing centralised programmes to spur economic growth; building a national pool of experts, entrepreneurs and innovators through successful educational programmes and new technologies that will improve productivity, reduce costs and deliver the next stage of customer service excellence.

Over 300 attendees are expected to attend the conference, with speakers from the UK, USA, UAE, Bahrain, India and Qatar, amongst international experts headlining the event. Key speaker contributions are also expected from Dubai Smart Government, Symantec, DU, ICT Qatar, Bahrain e-Government Authority, UAE Ministry of Environment and Water, Roads and Transport Authority (RTA) Dubai, Khalifa University, SAP, Google and Blackberry.

We wish you an informative, engaging and productive time at m-Government! ë

Saba Alam

Daksha Patel

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SERVICE PROVIDER

eGovernment: A Smart Vision for the Future This movement towards eGovernment, and its offshoot mGovernment, is inspired by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai.

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he UAE’s vision for a smart government will lead Dubai forward into its smart city future, by easing the lives of people and businesses through the implementation of virtual eServices that will empower the population with convenience and simplicity. The recently-announced Dubai Government Initiaitive 2021, launched during the Government Summit by His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, and Chairman of the Dubai Executive Council, will only further encourage the progression towards eGovernment.

This movement towards eGovernment, and its offshoot mGovernment, is inspired by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, who stated that he wanted ‘UAE Government services to be delivered to the public through mobile phones.’ The move towards providing more services through telecom technology is a popular across the globe, but with such strong backing here in the UAE, and in Dubai in particular, we are on course to becoming an exemplary nation in terms of mGovernment and smart city best practice.

As a global hub in terms of the economy, commerce, tourism and more, Dubai has an unmatched infrastructure that will only be enhanced with the added convenience that comes with mGovernment applications. The emirate is ideally placed to implement a Smart Government initiative – and, indeed, there are already several applications and procedures in place to pave the way.

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Telecommunications companies are instrumental in the successful roll-out of both e- and mGovernment initiatives. The development of each requires governance, business process reengineering, and, where telecoms are most relevant, information and communication technology (ICT). Beyond the infrastructural requirements, the successful uptake of any initiative within this vast umbrella depends on how connected a society’s members are; e-citizens are empowered by the connectivity provided by telecoms, further implicating them in the realization of government’s natural technological progression.

It is the role of a telecom company to develop the infrastructure necessary to support the requirements of e- and mGovernment. This responsibility spans from network capabilities – the provision of high-speed broadband and mobile internet is essential in getting the population connected, to the development of applications that place government processes on smart devices and thereby at the fingertips of the people. It’s also essential that telecoms implement the security measures needed to ensure that all transactions, interactions and so on are protected and secure from potential cyber threats, hackers and more.

At du, we fully support the UAE leadership’s vision for a smart government future, in which eGovernment and mGovernment become the norm in a smart city environment. Our support of the initiative goes beyond empowering our customers to become e-citizens with the best connectivity experience, through the continuous development of our network and services portfolio. We provide

SALEEM ALBALOOSHI

EXECUTIVE VICE PRESIDENT - NETWORK DEVELOPMENT & OPERATIONS IN DU

“As a global hub in terms of the economy, commerce, tourism and more, Dubai has an unmatched infrastructure that will only be enhanced with the added convenience that comes with mGovernment applications.” government bodies with the facilities they need to develop custom apps, that make accessing government functions easier for the public.

An example of du’s support of the mGovernment movement is the company’s partnerships with the Ministry of Environment and Water and the General Directorate of Residency and Foreigners Affairs. du is developing customised applications for each of these government bodies, which will put UAE residents in closer contact with their processes, significantly streamlining existing procedures and bringing more convenience to both the institution and the population.

Additionally, du is driving a nationwide effort to create a UAE Mobile Applications Developers Community, which will draw on talent in UAE educational institutes to use their abilities in the creation of various apps to access government services through smartphones. ë

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BYOD

Policies are Changing as Mobility Becomes a Critical Factor in Organisational Efficiency and Profitability The main benefit of BYOD for employers is the improvement in workplace productivity; less hardware is needed and telecoms expenditure will be lower.

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n a recent Chief Information Officers (CIO) survey conducted in Middle East, India and Africa, when asked what will be the â&#x20AC;&#x2DC;next big thingâ&#x20AC;&#x2122; that will impact the role of the CIO the resounding answer was mobility. Not only does mobility drive efficiencies, it also causes a major shift in IT structures and cost saving strategies. Bring your own device (BYOD) is one such strategy that can support the mobility of the workforce and it represents a key approach for reducing costs and infrastructure.

BYOD is characterised by organisations who invite their staff to use their own mobile devices like tablets, smartphones and notebooks to access company information. It is part of the consumerization of IT that describes the infiltration of technological trends from the personal sphere into the business sphere. Examples of this are web based email, online data storage and social networking. Users then take their mobile device, apps and online accounts into the workplace.

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Tech savvy organisations are now looking at these personal devices as the future of mobility at a fraction of the cost of previous methods.

A recent worldwide study, conducted by IDC Manufacturing Insights , amongst over 460 enterprises across multiple sectors including industrial machinery and equipment, high-tech and metal fabrication, and covering 13 countries worldwide, showed that their top business initiatives are focused on growth and differentiation through value-added services and improved customer experience. Responding to customers with speed and efficiency through strategies such as BYOD plays a critical role in achieving these objectives.

The main benefit of BYOD for employers is the improvement in workplace productivity; less hardware is needed and telecoms expenditure will be lower. BYOD makes it possible for employees to work remotely, from any location where they have connectivity. In South Africa, it is not so much the employeeâ&#x20AC;&#x2122;s mind-set that

needs to change favourably towards BYOD, but more the employer.

The cost of acquiring tablet devices is high and the risk associated with supplying them is great due to theft and loss. Many employees already have their own device, and this is driving businesses to review their BYOD strategy. A lot of companies who are implementing a BYOD strategy are doing so for field workers such as sales representatives and executives who travel for business.

In emerging markets such as South Africa, more than 70% of employees who own a smartphone or tablet confirm using it for work. But less than 30% of enterprises say they support any employee-owned smartphones or tablets. Many South African businesses are yet to embrace the concept and the benefits of a BYOD strategy while all the major enterprise resource planning (ERP) players in the market are gearing up for BYOD. Many already have clients with limited

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JAWAD SQUALLI

REGIONAL VICE PRESIDENT, EPICOR SOFTWARE CORPORATION

“BYOD makes it possible for employees to work remotely, from any location where they have connectivity.”

functionality for the most popular mobile device operating systems .

One of the biggest concerns that employers have about BYOD is data security, however, this need not be a concern when an organisation has proven business software in place with built-in security measures and specific requirements for employees.

Devices should only be allowed to connect when they provide sufficient levels of anti-virus and malware protection and as a result some businesses provide such software for staff members’ devices.

Another concern for employers is that mobile

devices are highly prone to loss, so controls that enable the remote wiping of corporate data and any such data should be held in encrypted partitions. Then, interactions with corporate data should be logged and controlled with a clear understanding among data security and governance staff of what data is being made available and where it is made available.

New staff appointments and termination of employment processes also require careful consideration. Fine-grained removal of data from devices is essential. New techniques for data partitioning and grooming from mobile devices are being developed to help with this.

New technology and tools that are coming out to help with these issues is called Desktop as a Service or DaaS. This is not to be confused with Virtual Desktop Infrastructure (VDI) which has been out for a while. With virtual desktops and applications in the cloud, you get all the benefits of desktop virtualization without the headaches.

Even better, you can leave the hardware, software, SLA’s and performance worries to the cloud provider. Optimal performance is maintained because you’re leveraging a global network of data centres, thus providing you with easier deployment, secure data and applications, and better performance.

The next question is how to compensate an employee for data as part of an organisation’s BYOD policy. The best way to do this is for employees to complete an expense claim form for their home internet usage as well as cell phone costs associated with business usage. The employee should obtain their device by taking out a contract with one of the cellular providers, paying for it on a monthly basis and then submitting the cost of monthly business usage as part of their expense claim. Some organisations opt to make a small contribution to the cost of the device while others opt not to. Every company will decide on their own strategy, if any, for the implement of BYOD based on their needs and the needs of their employees.

BYOD will never be as straightforward as today’s IT service model where approved and known hardware is provided and data carefully managed in a controlled environment. It requires a more complex IT backbone with greater management demands, however, the benefits that it offers in terms of improved efficiencies and cost savings make it a very attractive offering for tech savvy organisations with the right business software in place. ë

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CASE STUDY

Leveraging the power of smart devices with Good AppCentral The company was able to generate $30 million in additional annual revenue. n W O R D S : S A N J AY M A H A PAT R A < S A N J AY @ E N T E R P R I S E C H A N N E L S . C O M >

Key Challenges l Reliance on a vast ecosystem of distributors, contractors, engineers, and architects to sell its HVAC systems l Outdated and inaccurate product, technical and pricing information l Cumbersome to haul multiple product catalogs around to customer locations and installation sites l Significant costs for ongoing printing and distribution of product catalogs Business Results l 100% increase in registered contractor productivity l Projected $30 million revenue uptick l Multi-million dollar decrease in annual catalog printing and distribution costs l Higher customer satisfaction l Increased contractor engagement

EXECUTIVE SUMMARY To further drive sales and enhance customer satisfaction, Mitsubishi Electric Cooling & Heating wanted to enable its business partners to leverage the power of smart devices and turned to Good AppCentralTM. Now partners can distribute and manage apps and content on any smart device, paving the way for field productivity and success.

The company has seen a 100% increase in registered contractor productivity, resulting in a projected $30 million revenue uptick and additionally estimates a multi-million dollar decrease in annual catalog printing and distribution costs.

BUSINESS CHALLENGE Mitsubishi Electric Cooling & Heating, a division of Mitsubishi Electric & Electronics USA, is a leading supplier of

heating, ventilation and air conditioning (HVAC) systems. It relies on a vast ecosystem of distributors, contractors, engineers, and architects to sell its HVAC systems to both commercial and residential markets. In order for the company to be successful, this distribution channel needs to be knowledgeable about and trained on selling, installing, and servicing Mitsubishi Electric’s latest HVAC systems. When you have over 25,000 contractors nationwide and 1,500 distributor locations, this is a challenge.

When Gabriel Weiss joined Mitsubishi Electric Cooling & Heating, he was tasked with developing campaign material for use in the company’s multi-step distribution channel. His audit revealed a number of challenges: 1) Product, technical and pricing information was often outdated and inaccurate. 2) Multiple and overlapping

EMPLOYEES: APPROXIMATELY 200

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Website: www.mehvac.com

“GOOD APPCENTRAL PROVIDES US WITH GRANULAR CONTROL OVER WHO HAS ACCESS TO WHAT APPS WITHOUT US HAVING TO TAKE ON THE MANAGEMENT OF

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communications mechanisms – email blasts, mailed printed material, and in-person training – contributed to increased marketing spend. 3) Over-communication from numerous vendors had conditioned channel partners and customers to regard most information as spam. 4) Multiple product catalogs, containing more than 150 pages of residential and commercial product information and technical specs, were cumbersome for contractors to haul around to potential customer locations and installation sites, and were difficult to keep up-to-date.

A FIRST ATTEMPT Weiss’s initial attempt at improving the situation for his extended ecosystem of distributors and contractors was to pull product, technical, and pricing materials into the digital realm in the form of mobile apps, thus replacing much of the paper. By leveraging mobile apps and the large screens of Apple® iPads®, Weiss believed that Mitsubishi Electric Cooling & Heating could ensure the timeliness and accuracy of product information, address the issue of ineffective communication, and reduce printing costs.

Conceptually the idea was sound but there were also a few challenges. Knowing that publically accessible app stores were not a viable distribution and delivery solution, the mobile apps were packaged up and emailed to the intended users. Once received, each user had to go through a manual installation process. It quickly became apparent that the apps did not get the usage Weiss was hoping for, and as the sole provider of the program’s manual email sending process, it simply didn’t scale. A better solution was needed.

SOLUTION Weiss came across Good AppCentralTM while attending a mobile developer conference and immediately realized the value of having a custom-branded app store through which apps – both custom and 3rd party – and data could be distributed and managed by Mitsubishi Electric Cooling & Heating. “Good AppCentralTM provides us with granular control over who has access to which apps without us having to take on the management of devices we don’t own.”

Since the company is committed to leveraging the power of smart devices, retaining control is critical. Weiss said, “The icing on the cake is the fact that Good AppCentralTM is built on the Good Dynamics® mobile app security platform and inherits all of the security controls inherent in the platform.

Additionally, I’m really excited about the upcom-

ing app wrapping option with Good Dynamics®.

That’s going to provide us with the ability to embed policy control into any application — without requiring source code.”

customer satisfaction. meVIEW AR uses augmented reality, which is popular in gaming but not necessarily in sales.

THE NEXT ATTEMPT

Improved Productivity Prior to the availability of meVIEW AR through the meSync store, a contractor had difficulty in depicting what a newly installed system would look like within the customer’s environment, the most frequently asked question prior to purchase.

Time was needed to take detailed room measurements, required for equipment placement.

Outdated information on required parts caused unnecessary troubleshooting and increased installation time Customers had to be educated on how to best use the equipment.

With the meSync store, contractors can access the latest information about Mitsubishi Electric’s HVAC systems, even when there is no network connection – a different strategy than most of their competitors whose web-based apps required a data-draining network connection. Installations are faster because contractors have direct access to needed technical literature on-site and in one device. It is easier to educate customers on all the features of the chosen HVAC system. Using meView AR, contractors can also provide their customers with a realistic visualization of what the room will look like after product installation. Now that same contractor is able to visit more than two customers per day, a significant increase in productivity. This increase in productivity coupled with increased customer satisfaction is one reason Mitsubishi Electric Cooling & Heating is fielding over 40 unsolicited requests per month from contractors wishing to join the meSync program.

Using Good AppCentral’s cloud-based solution, Weiss was able to quickly create a customized private app storefront called meSyncTM (Mitsubishi Electric Synchronization) and make it available to his existing 500 users. Since this is a private store under his control, Weiss avoided the potentially cumbersome process faced when trying to publish apps through the Apple App StoreSM. Adding his existing registered users to the Mitsubishi Electric private Good AppCentralTM solution was a snap. Users received an email invite containing a link to the meSync app store, custombranded by Mitsubishi Electric Cooling & Heating with elements such as their corporate logo and color palette. Upon reading the email on their iPads, users were able to download and install the meSync store with a single click. Now that they had an easily identifiable central repository for all things related to Mitsubishi Electric Cooling & Heating, users were able to immediately download meNEWSTM and meDOCSTM – Mitsubishi Electric’s first two enterprise apps.

Weiss’ next custom app was meVIEWTM AR. Developed in partnership with Metaio, Inc., it allows a contractor to showcase a three-dimensional rendering of the ductless indoor unit augmented by the room in which it will be installed.

The contractor then selects an image of the unit from the Mitsubishi Electric product library and tries different placements of it over the camera’s view of the room. This augmented reality selling tool delivers an experience like nothing else on the market, as it allows the contractors and the customer to immediately visualize what the room will look like after installation of the ductless unit. When a contractor also uses the meVIEW AR app, complete product information and visualization as an image or a video can be made available to the customer. meView AR, meNEWS, and meDOCS represent the first of many custom apps currently available through Mitsubishi Electric Cooling & Heating’s custom app store, all immediately available for their intended audience to use without having to search through hundreds or thousands of irrelevant items.

As a result of this custom-branded meSync app store, gone is the cumbersome manual release, distribution, and install process, and Weiss is seeing much better adoption rates. Additionally, contractors using meVIEW AR report increased

RESULTS

Lowered Cost meVIEW AR and other Mitsubishi Electric apps are now being rapidly adopted because of their availability in the custom-branded meSync store.

As product information, technical specs and pricing change, Mitsubishi Electric Cooling & Heating can publish these changes to all smart devices via Good AppCentral’s web-based management console. The ability to keep information current helps the company manage its brand and ensure that its ecosystem has access to accurate product information, technical specs, and pricing. As a result, Mitsubishi Electric Cooling & Heating decreased its number of printed product catalogs, realizing millions of dollars in cost saving— an amount that will only grow with the number of contractors using Mitsubishi Electric’s custom apps. ë

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TECH SOLUTION

“m-Governance: All About Security and Availability” m-Governance adoption is catching up very fast globally and especially the developed countries are adopting aggressively. Not only does it benefit the authorities but also brings lot of power to the citizens. Learning from the global success, Dubai is also taking m –Governance seriously.

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s per the definition of Wikipedia Mobile Governance (m-Governance) is the use of mobile technologies within the government administration to deliver public services to citizens and firms. It is quickly emerging as the new frontier of service delivery, and transforming government by making public services more accessible to citizens. Governments in developing countries are increasingly making efforts to provide more access to information and services for citizens, businesses, and civil servants through wireless devices.

Mobile technology is significantly expanding governments’ capacity to produce benefits and deliver outcomes for governments, citizens, businesses, and to impact positively national overall economic growth. The most notable progress will be in developing countries which have been historically limited by poor or non-existent communications infrastructure that, in turn, have constrained economic development and social improvements.

Moreover, m-Governance development will also provide countries with more developed e-government and the opportunity to tackle a number of issues such as those related to the digital-divide, which remain a critical factor in the levels of e-government services take-up which are lower-than expected in many countries. By enabling the development of a whole new set

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of G2C, G2G, G2B and G2E applications and services, m-Governance affords, for instance, a powerful and transformational capacity to extend access to existing services, to expand the delivery of new services, to increase active citizen participation in government operations and to change the way of working within the public sector.

As m-Governance deployment incurs a good amount of cost, it normally gets associated with the developed countries although in long run the overall cost becomes pretty small.

Today when Dubai is raring to become the global smartest city, how can it stay behind from being an m-Governed city at first? To see m-Governance being successful one has to see its strength in security and availability aspect.

Therefore, Dubai government works with a lot of solution vendors to make it full proof. Among them the biggest name is Symantec, which has been associated with Dubai government since its initial days of e-Governance implementation.

Amer Chebaro, Regional Manager, Gulf & Levant, Symantec, says, “Symantec has been involved with the e-Governance project hosted by the Dubai government ten years ago. Until today, we have contributed a lot from both data protection and security perspective. m-Governance is obviously an evolution and extension of our relationship.” “m-Governance is an additional channel to the citizens to access the government services. We at

Symantec see Dubai spearheading e-Governance initiative 10 years ago and now they are focusing on m-Governance. Usually these initiatives cascade down to other countries around it. So we are very confident that m-Governance is the direction of the governments of the region,” adds Chebaro. m-Governance is basically creating an additional channel of communication between the back office or government services and the citizens. Just like one need to go to ministry or authority for some paper work; instead of going there, one can call them or send them the documents over phone. The cost attached to that solution is many parts, which is not easy to quantify but for Symantec it is only engaged on the front of security and availability of data.

Chebaro maintains, “We make sure that the data on the device or in flight between the device and the government entity is secure. On the other hand, we make sure that at the government front the data is available, so there is no down time of the system and it is safe from being corrupt.

We make sure that the server is not down due to electrical or user error or from other possibilities and the services are available 24/7.

BENEFITS & CHALLENGES m-Governance can bring potential benefits to the public sector. The main benefit is its boundary-

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AMER CHEBARO

REGIONAL MANAGER, GULF & LEVANT, SYMANTEC CORPORATION

“Symantec has been involved with the e-Governance project hosted by the Dubai government ten years ago. Until today, we have contributed a lot from both data protection and security perspective.”

breaking potential of truly allowing working on an anywhere, anytime basis and helping to create a truly integrated digital nervous system for government. Because of its immediacy and convenience, it also reduces the barriers to public service operations, encouraging citizens or service providers to make use of the technology where previously barriers were discouragingly high.

These core benefits can be seen reflected in a broader set of m-governance benefits, including increasing the productivity and effectiveness of public service personnel, improving the delivery of government information, increasing channels for public interactions, and lower costs leading to higher participation.

However, providing strategically high impact m-services is beset with numerous challenges like complexity of different mobile technologies, creating secured networks to deliver reliable service, and identifying the types of services that can be easily provided on mobile devices. However, the first challenge is lack of awareness among the citizens and the other one is exponential growth in mobile malware attacks, which can easily infect many connected systems and devices.

Chebaro states, “We are seeing an increased number of malware attacks targeting mobile phones. We have conducted a survey locally in 2013, which says more than 55% of consumers in UAE use their personal mobile devices for

professional use. Similarly, 41% of these people even do not have basic security software on their phones- even they do not use basic password or take regular backups of their devices. These are the risk introduced when the mobile devices became business phones.”

If m-Governance is to encompass m-payment systems or other transactional public services, then it must have good security and must be trusted.

WHY SYMANTEC One must remember that Symantec is very successful in the MDM space. The company has many customers across the globe using its solutions – be it in Europe, North America or even Asia, etc. Plus, Symantec is also providing the customers with tools to protect the data in the data centres. There are several vendors in this market though, not all vendors address the core requirements of m-Governance. Either they provide user app or connectivity solutions, whereas Symantec enables the governments to back up, secure and replicate the servers, which are core of the e-Governance or m-Governance initiatives.

Not only that, acting as a true security consultant, Symantec works from the scratch and advises the customers about necessary actions. “What we advise to the enterprises and

governments to do is to engage with the industry leaders who provide data security technologies because mobile technology deployment is all about security. As 55% of people are using their devices for professional and personal use, there is every chance of the devices being misused. So in m-Governance initiative, there should be overall security plan to address the incidents of the phone being stolen, or users losing it or someone else accessing the data. The devices should be locked or the data should be wiped in the case of devices being stolen, plus, the technology should have ability to enable the users to restore the data on the new device. With our technology, we can identify the user who is handling the lost mobile phone or tablet,” highlights Chebaro Symantec’s authentication and encryption technology encrypts the data on the device, on the fly or on the server, making sure that the data over the air is secure.

GO TO MARKET STRATEGY The company only transacts its business through its local partners. Symantec channel programmes enable the partners on various technologies including data backup, disaster recovery, data loss prevention, managed security services and MDM.

FINALLY… Any deployment, which touches consumers and end-users, security should be given the front seat in the choice of solutions, as without proper security plan, the entire project can go haywire. One can trust Symantec, which can act as a consultant to provide step by step guidance of how to go about during critical project implementations. ë

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M-GOV These excerpts from the paper, m-Government: Mobile Technologies For Responsive Governments And Connected Societies – ITU, OECD 2011, on m-government not only suggests a whole lot of benefits to all the stake holders starting from governments to businesses to the cities but also brings a lot of possibilities to empower each person and organization connected to it.

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he development of mobile communication technologies has not only created a new venue for governments to reach out to a much greater number of people than ever, but it has also brought citizens previously unimaginable opportunities to communicate with each other conveniently, and to access both public and private information and services, with diminishing time and space boundaries and limits. Particularly, the new generation mobile phones, or “smart phones”, and the realisation of 3G and 4G networks with new built-in functions and a plethora of mobile applications, are providing unprecedented possibilities in terms of communication, networking and interactive experiences to actors across the globe.

Mobile technology is significantly expanding governments’ capacity to produce benefits and deliver outcomes for governments, citizens, businesses, and to impact positively national overall economic growth. The most notable progress will be in developing countries which have been historically limited by poor or non-existent communications infrastructure that, in turn, have constrained economic development and social improvements. However, m-government development will also provide countries with more developed e-government and the opportunity to tackle a number of issues - such as those related to the digital-divide - which remain a critical factor in the levels of e-government services take-up which are lower-than expected in many countries. By enabling the development of a whole new set of G2C, G2G, G2B and G2E applications and services, m-government affords, for instance, a powerful and transformational capacity to extend access to existing services, to expand the delivery of new services, to increase active citizen participation in government operations and to change the way of working within the public sector.

One thing more, M-Government is not intended to eliminate existing on-line and off-line modalities of service delivery, but it affords powerful and transformational capacity to the public sector not only by increasing access to existing services, but also by enabling the design and delivery of new services (e.g. through new levels of civic engagement in policy development and democratic decision-making).

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obile technologies provide government with significant opportunities for achieving greater cost optimisation, improved communications and data co-ordination, expanded service delivery and much progress towards digital equality.

Wider reach – Mobile phone penetration extends outreach and access to often difficultto-reach groups, such as seniors, people with disabilities and citizens living in rural areas.

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Government has tremendous opportunities for community messaging and to capitalise on networks through which people forward information to friends, families and co-workers.

Communication impact can be appreciably compounded. Mobile phone communications offer flexible communication options, such as voice communications or IVR for visually impaired people and SMS for those who are hearing impaired. In Amsterdam and London, it was possible to provide emergency alerts to

hearing-impaired people through Vibro-SMS Emergency Alerts.

Mobility and ubiquity – Citizens have access to government information and services anytime and anywhere using wireless networks through their mobile and wireless devices. Government employees can work using the exact same type of devices regardless of distance, time, place and diverse natural conditions, especially relevant for public safety and emergency management.

More personalisation of services – Provision of location-based government services: As mobile phones are typically personal, the possibility of locating an individual’s exact physical location ensures that governments can directly provide services to each person. This could accelerate reforming government organisational structures to become more horizontal and more simplified.

Cost-effectiveness – Cost-saving results include m-government streamlined processes, shared and co-ordinated data access, embedded mapping, and electronic processes, communications and transactions. Empowerment of field workers and cross-agency interactions can reduce requirements and costs for time, travel and staffing, as well as eliminate redundant data entry.

Mobile crews with mobile devices can increase unit availability.

Faster information flow – Real-time and location-based processes result in quick and easily accessible data and communications, information consistency, responsive case management and seamless information exchanges.

Information and actions can be co-ordinated in any location and with other agencies, improving collaboration among government authorities.

Mobile technologies can be valuable assets in emergency response through instant information access and release, and shared access to mapping data.

Better management – Mobile technology has the potential to help government officials to better manage allocated financial and human resources. Satellite or rural offices and operations can communicate needs and situations as they occur. Current and accurate data improves knowledge-based decision making and responsiveness.

Enabled green government – This is the result of the environmental friendliness and paper-use reduction achieved thanks to the increased use of the mobile services. Mobile phones batteries are not very green – so the proliferation of cell phones and their batteries will have an environmental cost. It would therefore be good to start working a greener solution to this, at least to ensure proper disposal. ë

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Benefits for citizens

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obile technologies are empowering citizens in all aspects of their daily lives, improving the quality of life for many. More people can afford a mobile phone than a personal computer and are comfortable learning to use mobile devices in their daily lives. The popularity of social media and use of Web 2.0 tools is also transferring easily to mobile applications.

M-Government can affect the activities of any public sector agency, ranging from tax and customs administration to health, social security and personal identification.

The prevailing use of mobile phones by citizens across the world provides a communication channel that vastly improves the timeliness and ease with which citizens can access and interact with government.

More importantly, mobile technologies present government with opportunities to increase citizens’ take-up and adoption of connected government processes.

At the same time, governments should address the challenges of ensuring privacy and extending digital inclusion. Further personalisation and location-based services are additional strategies that can enhance benefits for citizens, resulting in greater citizen engagement and satisfaction.

Evaluating the on-going effectiveness of public officials or public bodies through m-government applications ensures that the officials and institutions are performing to their full potential, providing value for money in the provision of public services, instilling confidence in the government and being responsive to the community they are meant to be serving.

Convenience and access – Mobile technolo-

gies enable convenient access to government information, forms and business processes.

Mobile devices are a common part of most citizens’ daily life. Since 2005, mobile phone penetration in some developed countries has exceeded 100%. Although global positioning systems (GPS) and smartphones are less widespread, they are becoming increasingly popular worldwide.

In a number of US cities, citizens can request services and report problems (with photos, automatic locations and date stamps) through free downloadable smartphone applications.14 In cities across the world, citizens can make payments, sign up for specific notifications, and interact with service providers and government leaders. They can hold elected officials accountable through access to performance and financial data. Citizens can reserve and pay for parking spots or travel tickets. These actions can be completed where and when they choose.

Mobile communications can be a substitute for transportation. Inexpensive handsets, micro prepayments, and top-up cards have increased affordability and are just some of the reasons that mobile telephony has become the most easily accessible and ubiquitous communications device in rural areas.

Health and public safety – Citizens in previously unreachable areas can receive m-health assistance, monitoring, notifications and emergency medical alerts. For example, handheld devices were distributed to public health and other health workers in developing countries, providing real-time information on infectious diseases. Through mobile technologies, citizens can also report suspicious or criminal activity, as well as improper actions of officials; therefore, contributing to increased transparency and

accountability. Citizens can request emergency assistance, with the mobile application providing GPS data. Residents can participate in emergency management, identifying specific locations and conditions with mapping, photos and video.

Financial management – M-Government mobile payment applications are widespread in both developed and developing countries.

Multiple applications are available for banking and financial services, money transfers, remittances, emergency aid, grants, loans and social cash transfers.

While person-to-person remittances and e-bill payment through mobile phones have been widely adopted and have had great impact, especially among rural and underserved populations as in Kenya (M-PESA) and Bangladesh (Grameen phone’s BillPay service), it is important to move to other value-added services such as receipt and payments of loans, interest bearing accounts, payroll and any other Governmentto-Person (G2P) payments. Governments can reach the critical mass, providing them with value-added services, such as paying out salaries and other government disbursements and social benefit payments via secured mobile payments platforms.

Education – Teachers are now delivering content to students in primary schools and entering student grades through mobile technologies.

Students are able to access exam scores and scholarship decisions, and parents can receive notifications if a child is absent from school.

Mobile projects, like India’s e-learning initiatives for seamless transfer of educational content, are being implemented in multiple countries to expand educational access and promote academic achievement. ë

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everal factors are contributing to the expansion of business use of mobile technologies. Business managers are focused on reducing costs and physical infrastructure, and recognise the capabilities created by key advances in wireless technology: faster and wider wireless networks; larger device displays; and better technical platforms for applications

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(capacity and operating systems).

Economic opportunity and improvement – Mobile applications are being used to assist job seekers and support more efficient business processes through real-time communications, quick data access, notifications, and product orders from the field. People can connect rather than travel. Farmers and fishermen have increased productivity and profits through on-the-spot

weather and market price alerts. By calling first, buyers can locate best price options, which support price stabilisation and reduce product waste. Through SMS services, farmers can text their questions and instantly get advice from a database or agricultural experts. The database is expanded as new inquiries are received.

With a focus on small and medium-sized businesses (SMEs), governments and service providers are joining forces to expand mobile access through low-cost handsets, recycled mobile phones and even travelling “telephone teams” which function as a mobile phone booth. Mobile phones are streamlining business activities, enabling remote, real-time business management and matching buyers and sellers from across the world.

Productivity – The productivity benefits of mobile phones include business expansion through more accurate product or service demand projections and customer outreach; streamlined and more accessible employment searches; lower start-up and operating costs for entrepreneurs; accessible and cost-efficient mobile banking; and real-time, flexible communications and transactions between buyers and sellers.

Mobile workers – The research firm IDC reports that the number of mobile workers accessing enterprise systems worldwide will reach 1 billion in 2010 and 1.2 billion by 2013, or more than one-third of the world’s workforce.

Empowered mobile workers increase efficiencies, co-ordination, real-time communications and performance management.

Customer service – Mobile computing enables access to customer relationship management systems from multiple locations to maintain current and accurate customer information. Customers can use self-service options to establish new accounts, obtain account information, or make payments, improving both customer satisfaction levels and cost efficiency for companies. Customers can also access inventory availability and pricing, and place orders, thus streamlining business processes, responsiveness and resource requirements.

Green economy – ICT has an active role in efforts towards a “Green Economy.” Current network optimisation packages for mobile infrastructure can reduce energy consumption by 44%, while solar-based base stations have the potential to reduce carbon emission by 80%.

Mobile devices can reduce energy consumption through energy saving configuration and empowered field staff, sales teams and telepresence conferencing. ë

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ACCOLADES

Mohammed bin Rashid honors Winners of Better Government services via Mobile Phone Held under the patronage of His Highness Sheikh Mohammed bin Rashid Al Maktoum, the second annual Government Summit brought together over 60 speakers from the government, business, transport and education sector.

At the level of the Federal Government in the UAE, the winner is the Ministry of Education for its “Abnaai” App, an integrated portal that targets students and parents. The App provides an interactive environment that allows parents to access related services anytime and anywhere using their smart phones.

THE WINNERS AT THE LOCAL GOVERNMENT LEVEL IN THE UAE ARE:

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is Highness Sheikh Mohammed Bin Rashid Al Maktoum, UAE Vice President and Prime Minister and Ruler of Dubai, honoured the winners of the first Best M-Government Service Award, which recognizes excellence in government service at the closing ceremony of the second Government Summit 2014.

The Best M-Government Service Award received 26 entries in its international category, and the winner is Land and Transport Authority - Singapore for its My Transport Application.

MyTransport.SG is a comprehensive transporta-

tion App that includes information on all modes of land transportation, information on events and promotions nearby. It also allows open data sharing to encourage development of third-party transit Apps.

The inaugural awards also received strong response from the Arab world with 42 entries.

The winner is the Ministry of Commerce and Industry - Kuwait for its MOCI application that creates a channel of communication between the citizens and residents of Kuwait and the Ministry of Commerce and Industry. It enables users to report commercial complaints and track their status.

l Ras Al Khaimah: RAK e-Gov - for RAKPAY - RAK Mobile Payment Gateway, which enables residents to pay Etisalat bills and utility bills and pay for business licences. l Ajman: MPDA by Ajman Municipality and Planning Department, an interactive smart channel for the individual and the business segments in Ajman l Fujairah: smartFUJAIRAH by Fujairah Municipality, an App that runs on Smart phones and tablets, and is a smart services portal for Al Fujairah Municipality, providing access to the municipality’s services at anytime from anywhere. l Sharjah: Sharjah DPW by Department of Public Works, an App that aims to deliver information and services to individuals and companies securely, smoothly and efficiently by creating an additional communication channel according to high quality standards, that saves time, effort and money for the App users. l Abu Dhabi: TransAD (The Centre for

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Regulation of Transport by Hire Cars in the Emirate of Abu Dhabi), an user friendly taxi booking App that allows customers to book a taxi in the Emirate of Abu Dhabi from different locations determined by the GPS Location of the user’s smart phone. l Dubai: Dubai Police Application, which features various electronic services that are available in Arabic and English and divided to “Traffic Services” such as ticket payment, “Security Services” such as notification service, community services and public services.

IN THE UNIVERSITY STUDENTS CATEGORY IN THE UAE, FOR A PRIZE MONEY OF AED1 MILLION, THE WINNERS ARE: l iQ by Khalifa University of Science, Technology and Research - iQ is a complete queuing system designed to make waiting time in a queue a thing of the past; and MOH by Khalifa University of Science, Technology and Research, an App that provides a complete directory to ministry of health services that can be accessed from any mobile platform, and allows direct interaction with the ministry by submitting applications and finalizing them.

An appreciation award was presented to the Higher Colleges of Technology for presenting the largest number of Applications (43).

The inaugural Best M-Government Service Award received a total of 260 Applications of which 200 were chosen to the arbitration phase.

The Award Committee nominated 31 Applications in five segments of the Award to compete in the last phase.

The USA topped the list in the international level with 5 Applications, followed by South Korea with 4, Australia with 3 and Germany with 2 Apps. The award also received other Applications from a number of countries around the world. Regionally, Saudi Arabia led with 12 Applications, Oman with 7, Qatar 6, Lebanon 5, Bahrain 3, Jordan 3, and 2 Applications each from Kuwait, Morocco and Egypt.

In terms of local and federal Applications, the Award witnessed effective participation, receiving 28 Applications from local entities. The highest number of participation came from students of the UAE University with 81 Applications, Higher Colleges of Technology with 43 Applications, 7 each from Zayed University, Khalifa University of Science, Technology and Research, and 4 from Abu Dhabi University. The rest of the participation came from other universities in the UAE. All participations were registered through the website of the award: www.mgov-award.ae, and

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were sorted by an Expert Committee in Information Technology which assessed all Applications electronically.

His Highness Sheikh Mohammed bin Rashid Al Maktoum had announced the Award for Best Mobile Government Service in conjunction with the launch of the Smart Government Initiative in May 2013, aimed at providing government services to customers via mobile phones and smart devices anywhere and anytime.

Over the three days of the second Government Summit, several aspects relating to enhancing the quality of Government Services were discussed at special plenary sessions.

In his opening keynote address, Professor Klaus Schwab, Founder and Executive Chairman of the World Economic Forum, observed that the next stage of governance will be characterized by citizens who are the co-owners and shapers of the future.

At a plenary session on ‘Social Services in the Arab world: Opportunities & Potential,’ the Social Affairs Ministers of the UAE, Bahrain, Saudi Arabia and Jordan highlighted the need to shift the development narrative of the regional governments from ‘providing welfare packages’ to ‘people empowerment.’

Sharing insights on ‘World-class services: First hand perspectives from global cities,’ high-ranking officials from London, Seoul and Barcelona said the development of smart cities of the future will be led as much by the ability of the cities to leverage advanced technologies as by firm governmental decision-making and building citizen trust.

Addressing the Summit, William C. Danvers, Deputy Secretary General of the Organisation for Economic Cooperation and Development (OECD), congratulated the UAE on the fast advancements in strengthening government service delivery by taking advantage of information and communications technology (ICT). He said the focus on enhancing the ‘quality and service’ of governance, highlighted by His Highness Sheikh Mohammed, has enabled the UAE to transform its government services to respond to the needs of its citizens and businesses.

A session on the ‘Future of Transportation: How Mobility will shape Cities of the Future,’ panelists observed that computers that drive cars will change the face of global transportation. These cars will have 360° vision and will be self-fuelling and self-driving. This means driverless cars will be safer, causing less accidents and less congestion. Such cars will also be more energy efficient, reducing the time spent driving and allow land currently used for parking to be used for parks and green spaces. In cities like

Dubai, this will be transformative, the panel observed.

A key panel discussion on ‘Unlocking the Potential of Future Education Services,’ the participating education experts said that while the increasing use of technology in delivering education to a wider base is a positive sign, there is still some way to go in the efforts to bring all stakeholders in the education process to the same level. The most significant differentiation needed is between Smart Learning and e-Learning. Smart Learning can be defined as knowledge packaged in the most appealing way for the learner, while eLearning is simply a delivery mechanism to bring information to the learner.

On the healthcare sector, to enhance the level of service delivery, experts said governments must move from reactive policies to anticipatory planning and adopt appropriate mechanisms to continuously strengthen their database to make the best out of the rapid technological advancements.

To bring in the first-class service standards of the aviation sector to government services, aviation experts said government departments must embrace the ethos of service delivery, actively engaging their staff in the process, to be as successful as leading airlines in delivering first-class services.

Discussing the role of ‘Smart Societies for Smart Cities,’ Dr. Richard Florida, Professor, University of Toronto and NYU, and Senior Editor of The Atlantic, said the world is now at the cusp of a new era, which is different from the two prior revolutions - the Industrial Revolution and the Urban Revolution. It is the creative revolution, which will intertwine the first two to create a new growth model, as is currently being witnessed in Dubai. In this, the fundamental driver is city building.

A discussion on the role of public private partnerships had the panelists urging PPPs to place stronger emphasis on social development, while Rt Hon Francis Maude, Minister for the Cabinet Office and Paymaster General, UK, said governments must take the high road to cut their own costs by embracing innovation if they want to enhance service delivery and achieve economic growth.

The Summit also witnessed Latin American nations sharing their experience in innovating government services, while a session on ‘Five-Star Customer Services: What Government Can Learn from the Hospitality Sector,’ had panellists underlining the message that government employees must be empowered with a sense of trust and responsibility to create ultimate citizen satisfaction. ë

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