Tutorial 3 - ICEDEG 2025

 

Title: An Efficient Framework to Develop Digital Government Considering Citizen Engagement

Importance of this topic for the ICEDEG community:

The delivery of online services over digital government platforms is perhaps the best contribution of digital transformation to better public services. As the main target of making government services available to citizens digitally is to lead to a more liberal, democratic, and open government that addresses citizens’ needs and good living, governments must take citizens' input in the development and evolution of the government portals and the strategy through which these portals are being operated and the way they interact with each other. Given this vision, this tutorial is directly relevant to the topics of ICEDEC 2025. This tutorial summarizes the essential elements that form the overall scene of e-government national portals, what kind of information and services they should offer to beneficiaries, the relationships between main government portals and other portals that support the process of citizen engagement in its various levels and means, then it goes through the process of engagement administration to make it as effective and powerful as possible.

Detailed Outline:

The tutorial is designed according to the following content:

  1. Provide a detailed description of the content of e-government portals, including the main concepts that should be covered and what information beneficiaries (citizens and non-citizens) expect to find on the portal.
  2. Regulatory and legal information should be made available through national portals.
  3. Online services are available considering the citizens' life-cycle approach.
  4. Supportive (special purpose) portals that enable citizens’ engagement and enhance transparency.
  5. Discussion and recommendations on building an operational model to oversee citizen feedback and get the most out of it.

Tutorial Instructors

 

Mahmoud Alzoubi is a digital transformation expert specializing in digital government maturity assessment and international digital indicators. Leads key initiatives and projects to evaluate and enhance the adoption of digital government principles and policies, aligning with global benchmarks and the Sustainable Development Goals (SDGs).

Key Areas of Expertise: Developing and implementing digital government performance assessment frameworks, establishing and optimizing data governance and management offices, enhancing digital experience measurement and customer journey optimization, and designing enterprise architecture solutions and digital service innovations.

With a strong focus on policy evaluation, digital experience measurement, and service excellence, he actively contributes to shaping digital government strategies and improving customer-centric digital services.

Holds a bachelor’s degree in computer engineering, complemented by professional certifications in digital transformation, customer experience, and emerging technologies. These include Project Management (PMP®️), Quality Management (EFQM®️), Customer Experience (CX), Artificial Intelligence (AI), Blockchain, Internet of Things (IoT), and Business Process Modeling (ARIS)

 

Ishraq Dalala is a seasoned expert in digital transformation and digital government international standards, she brings deep expertise in benchmarking, performance assessment, and digital transformation. She has led and contributed to strategic initiatives aimed at advancing the adoption of digital government principles and policies in alignment with global best practices and the Sustainable Development Goals (SDGs).

Her areas of expertise include developing digital government performance frameworks, designing digital transformation roadmaps, and crafting enterprise architecture solutions that support innovation in public service delivery. She also specializes in enhancing digital experience measurement, developing customer journey strategies, and driving the maturity of digital experience across government platforms. Additionally, she is experienced in building e-participation plans that promote inclusive citizen engagement and policy responsiveness.

With a strong focus on policy evaluation, service excellence, and user-centric digital design, she actively contributes to shaping national digital government strategies and improving the overall quality of public digital services.

She holds a bachelor’s degree in computer engineering, complemented by a portfolio of professional certifications in digital transformation, customer experience, and emerging technologies — including Project Management Professional (PMP®), Customer Experience (CX), Artificial Intelligence (AI), Blockchain, and the Internet of Things (IoT).

 

Next Event

ICEDEG 2026
8 - 10 July 2026
Lisbon, Portugal

About Us

We are ICEDEG - a series of conferences organized annually in the area of eDemocracy & eGovernment.

 

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Contacts

For general information about the conference/tutorials/sponsorship, including registration, please contact us at:

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