Cover; Title Page; Copyright; Contents; Foreword by His Highness Sheikh Saif Bin Zayed Al Nahyan; Foreword Professor Konrad Raczkowski; Foreword by Chairman Bingxin Wu; Author's note; Preface; About the author; Part 1: Strategic management; 1 Corporate government strategy development: a case study; Introduction; The Emirates ID background: the strategic context; Project achievements; Strategy impact on Emirates ID; Lessons learned; Conclusion; References; 2 Customer relationship management: proposed framework from a government perspective; Introduction; Customer Relationship Management (CRM)
CRM componentsThe allure of CRM technology; The limitations of CRM technology; CRM technology in the context of contemporary communication and service delivery channels; Cloud-based CRM solutions; The complexity of customer relationships in government; Research and development methodology; A proposed CRM framework; Conclusion; References; Part 2: e-Government; 3 e-Government strategies: the case of the United Arab Emirates; Introduction; e-Government: the power of technology; Trust and confidence; e-Government in GCC countries; UAE e-government strategic framework 2012-2014
The UAE national identity management infrastructureConclusion; References; 4 e-Government in Arab countries: a six-stage road map to develop the public sector; Introduction; Citizen-centric government; e-Government maturity models; Information society; The United Nations e-government assessment; e-Government in the context of Arab countries; A potential road map of e-government in Arab countries; Conclusion; References; 5 e-Voting in the UAE FNC elections: a case study; Introduction; Research methodology; Elections and voting; Literature review; e-Voting deployment around the world
The UAE FNC electionsSuccess factors; Lessons learned; Conclusion; References; Appendix 1; The National Election Commission (NEC); The Election Management Committee; The Emirates Committee; The Appeals Committee; The Media Committee; The Security Committee; Appendix 2:; Part 3: Identity management; 6 Identity and mobility in a digital world; Introduction; The convergence of digital technology; The UAE digital identity system; The UAE ID and service eco-system; The UAE national ID card and the establishment of trust; Enabling mobile transactions
The UAE national ID card and the future of mobilityConclusion; References; 7 Data ownership: who owns 'my data'?; Introduction; Data: a matter of interpretation; The personal data ecosystem and ownership; The need to redefine the ecosystem; Conclusion; References; 8 Triggering the smart card reader supply chain; Introduction; The UAE: a regional leader in electronic identity (e-ID); ID card readers and the reader supply chain in the UAE; The role of the UAE Identity Authority in the ID card reader market; Conclusion; References; Back Cover
Summary
The chapters in 'Critical Thoughts From A Government Mindset' have been grouped into three categories: (1) strategic management; (2) e-government development and practices; and (3) identity management
