Page 46 - PELAPORAN SEMINAR i-IMATEC

2. SPEAKER SESSION PLENARY 2: “TRANSFORMING THE RELATIONSHIP
BETWEEN THE CITIZEN AND THE STATE THROUGH SERVICE DESIGN
AND ASSURANCE”, BY MR. CHAD BOND, DEPUTY DIRECTOR,
STANDARDS ASSURANCE TEAM, GOVERNMENT DIGITAL SERVICE
(GDS), UK

The speaker began his presentation by explaining about the vision of Digital

Government Services, which puts the user first, with services built around the users’
needs. A government is shaped by the services it provides and not the other way

round. He also emphasized that services provided by a government are based on the

verbs that users understand and makes sense to them.

He further addressed the issues related to government transformation in becoming
digital government. It is understood that government transformation is not a fast

process but a long-term journey that prone to criticism when progress is not
exponentially faster.

The speakers reminded that there are few big problems related to government

transformation. Most organisations face challenges in going through three stages as
they move to digital government:

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