Page 22 - Enhancing innovation and participation in smart sustainable cities

United for Smart Sustainable Cities
Enhancing Innovation and Participation

ƒ Contribution to ICT sector development: Dubai is considered a de facto hub (cluster) for ICT companies
in the Middle East region. Most multinational, as well as regional, ICT companies have established their
regional headquarters in Dubai due to the high demand for ICT-based solutions and services from the
public and private sectors in the Emirate. The launch of ESS has also contributed to this as many of the
ESS implemented were innovative and were also considered to be path-breaking applications in the
Middle East region. The large scale deployment of GRP as part of a “whole-of-government”
implementation strategy was the first in the Middle East region. Similarly, electronic payment was
considered a pioneering initiative when it was launched in 2003. mDubai SMS messaging service was also
launched along similar lines as a public-private sector partnership (through strategic outsourcing). In
some cases, the customized solutions provided by ICT companies for various ESS have been
commercialized and turned into products and marketed to other private and public sector organizations
(e.g. electronic payment vendor has commercialized and productized the solution for the whole region).
Effectively meeting mature and sophisticated demands originating from ESS requirements, has also
helped the ICT sector to boost its capabilities and competencies. This has further helped the ICT sector
to contribute to the technological advancements in Dubai.
ƒ Reduced carbon emissions: ESS are unified and centralized solutions used by several government
entities. They have circumvented the need for government entities to replicate ICT infrastructures in
their own premises. This has helped to considerably reduce the total number of ICT equipment (network
equipment, server equipment, etc). Limiting the installation of ICT equipment (through ESS
implementation) has resulted in the reduction of carbon emissions. Therefore, the implementation of
ESS can also be considered to have a positive impact on the environment through emission reduction.
ESS sustainability

Given the success and the positive impacts of the ESS initiative in Dubai, Smart Dubai strongly believes that a
similar ESS model would significantly benefit public sector entities in other countries too.
ESS serves as one of the key pillars of the Smart Dubai Government strategy and also forms an integral part of the
overall citywide digital transformation process.
Continuous innovation through the enhancement of ESS and implementation of new e-services, which are in line
with customer needs and emerging opportunities, are imperative to the sustainability of the ESS. Similarly,
effective customer support and management, operational excellence in delivery, appropriate implementation of
high service-levels, and business continuity measures have enhanced the sustainability of ESS in Dubai.

Cross-entity collaboration is critical for a “whole-of-government” ESS approach. Depending on the specific public
sector context, a wide spectrum of options are available to implement ESS, ranging from a simple project-based
organization to a formally established institution responsible for ESS deployment and maintenance (as observed
in the Dubai case).

Many global public sector organizations are currently under fiscal pressure (e.g. high leverage and austerity
measures) to deliver their services. Centrally implemented ESS have enabled significant cost savings in Dubai as
opposed to each and every entity implementing them on their own. The cost savings achieved have been
redirected to other uses, which has in turn increased the output of the government in other avenues. This enabled
improved productivity in the public sector and has further sustained the ESS. The operational efficiencies attained
are also an important part of ESS sustainability in Dubai.
Centralized implementation of ESS has also achieved higher capacity utilization of the underlying systems and
technology infrastructure through economies of scale. It has further helped in reducing carbon emissions due to
a more efficient use of the underlying information technology infrastructure. Hence, ESS are also environmentally
sustainable (See Reduced carbon emissions).

3 Conclusions

Public sector electronic shared services can provide significant operational efficiencies for cities. ESS have provided
a competitive edge for the Dubai Government. In financially challenging times for public sectors in cities around
the world, operational efficiencies can be a strategic tool for delivering services to the public in a more sustainable

20 U4SSC series