Citizen-Centric Approach in Delivery of Smart Government Services

  • Ayman Ahmad Obedait
  • Mohamed Youssef
  • Nikolina Ljepava
Conference paper
Part of the Advances in Science, Technology & Innovation book series (ASTI)


Urban centers and cities across the world are increasing. As per Population Reference Bureau, 70% of world population will live in cities by 2050. This will lead to increasing pressure on city resources, congestion, water and sanitation problems and many other challenges. Governments across nations realize this and are working towards making cities Smarter and governance citizen centric which will help to improve the quality of life of city residents and deliver government services in the most efficient manner. This paper provides a detailed literature review of the existing research on Smart Cities and citizen centric governance. First the role ICT plays in governance is explained and the key trends in ICT which are affecting governance explored. Moreover, the definitions of Smart City are provided, along with an explanation of various dimensions in a Smart City and capabilities required to implement Smart City initiatives. The paper also provides an overview of the key benefits derived once a city transitions to a Smart City. Various challenges faced in delivering citizen centric governance has been reviewed and a case has been made on how Smart governance/e-governance can address these challenged. Additionally, the state of Smart City implementation in Dubai and UAE has been reviewed. The paper is concluded by providing an overview of the various ways in which customer centricity can be embedded into Governance through the application of technology.


Smart city Smart city dimensions Smart city capabilities Governance Citizen-centric ICT Technology 


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Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  • Ayman Ahmad Obedait
    • 1
  • Mohamed Youssef
    • 2
  • Nikolina Ljepava
    • 2
  1. 1.RTADubaiUnited Arab Emirates
  2. 2.American University in the EmiratesDubaiUnited Arab Emirates

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