- Italic page numbers denote photographs.
- Abadie, Daniel, 83, 84–96
- background of, 84–85
- on context of Undersecretary job, 85, 87
- digital government leadership recommendations from, 95–96
- leadership style and practices of, 89–93
- on starting the Undersecretary job, 87
- on successes/failures as Undersecretary, 93
- on transition to/from Undersecretary role, 86, 93–95
- vision and strategy of, 85–89
- Access to Information Portal, of Canada, 19
- Achievements:
- Daniel Abadie on, 93
- Bolor-Erdene Battsengel on, 67
- Alex Benay on, 26
- Aisha Bin Bishr on, 12
- Randall Brugeaud on, 214
- Cheow Hoe Chan on, 80
- José Clastornik on, 142
- Lars Frelle-Petersen on, 156
- Hillary Hartley on, 118–119
- Anna-Maija Karjalainen on, 41
- Taavi Kotka on, 242
- Barry Lowry on, 55
- Luis Felipe Monteiro on, 169
- Innocent Bagamba Muhizi on, 131
- Tim Occleshaw on, 257
- Diego Piacentini on, 107
- Pedro Silva Dias on, 199–200
- Shai-Lee Spiegelman on, 228–229
- Action plan, 248, 251, 281
- Administrative Modernization Agency (AMA), Portugal, 191–202
- AGESIC, see Information Society and e-Government Agency), Uruguay
- AgID, see Digital Agency, of Italy
- AI, see Artificial intelligence
- AIESEC, 161
- Alawadhi, Hamad, 10
- All-department or all-hands meetings, 38, 117
- Al Maktoum, Mohammed bin Rashid, 3–6, 11
- AMA, see Administrative Modernization Agency, Portugal
- Amazon.com, Inc., 98, 99, 103–105
- Animal and Public Health Information System, of Northern Ireland 47
- Annual planning, 8, 223, 228
- ANTEL, 137
- Anywhere government, 169
- Apple Inc., 74, 99
- APS, see Australian Public Service
- APS Enterprise concept, 216
- Ardern, Jacinda, 252
- Argentina, Daniel Abadie's efforts in, see Abadie, Daniel
- argentina.gob.ar, of Argentina, 87, 88
- Artificial intelligence (AI), 27, 143, 223, 229
- Australia, Randall Brugeaud's efforts in, see Brugeaud, Randall
- Australian Bureau of Statistics, 205–206, 216
- Australian Public Service (APS), 216
- Australian Taxation Office, 205
- Baltacioglu, Yaprak, 17, 28
- Battsengel, Bolor-Erdene, 59, 60–69
- background of, 60–62
- on context of CITA job, 62
- digital government leadership recommendations from, 69
- leadership style and practices of, 65–67
- on starting the CITA job, 64–65
- on successes/failures with CITA, 67–68
- on transition from CITA, 68–69
- vision and strategy of, 62–65
- BCG, see Boston Consulting Group
- Beaven, Mike, 181, 183
- Benay, Alex, 15, 16–29
- background of, 16–18
- on context of CIO job, 17–18
- digital government leadership recommendations from, 29
- leadership style and practices of, 22, 24–26
- on starting the CIO job, 20–21
- on successes/failures as CIO, 26–28
- on transition from CIO, 28–29
- vision and strategy of, 18–25
- Bethlenfalvy, Peter, 113
- Bezos, Jeff, 99, 106
- Bill and Melinda Gates Foundation, 61
- Bin Bishr, Aisha, 1, 2–14
- background of, 2–3, 5–6
- on context of SDO job, 4–6
- digital government leadership recommendations from, 13–14
- leadership style and practices of, 9–12
- on starting the SDO job, 7
- on successes/failures with SDO, 12, 13
- on transition from SDO, 12–13
- vision and strategy of, 3–4, 6–8
- Birth certificates, of Mexico, see Digital birth certificates, of Mexico
- Blockchain, 8, 143
- Blue Origin, 106, 108n1
- Bolsonaro, Jair, 162–164, 169
- Boston Consulting Group (BCG), 205
- Bracken, Mike, 48, 117, 173, 174–187
- background of, 174–176
- on context of GDS job, 176
- digital government leadership recommendations from, 186–187
- leadership style and practices of, 181–184
- on starting the GDS job, 178–179
- on successes/failures with GDS, 184
- on transition from GDS, 185–186
- vision and strategy of, 176–181
- Brazil, Luis Felipe Monteiro's efforts in, see Monteiro, Luis Felipe
- Brison, Scott, 17, 20, 28
- Brugeaud, Randall, 203, 204–217
- background of, 204–206
- on context of DTA job, 207–208
- digital government leadership recommendations from, 216–217
- leadership style and practices of, 210–214
- on starting the DTA job, 209–210
- on successes/failures with DTA, 214, 216
- on transition from DTA, 215–216
- vision and strategy of, 206–211, 214–215
- Budget:
- Daniel Abadie on, 86, 89–91
- Aisha Bin Bishr on, 5
- Mike Bracken on, 179
- Lars Frelle-Petersen on, 152
- Taavi Kotka on, 244
- Barry Lowry on, 52
- Yolanda Martínez on, 265, 266, 268–269, 272
- Luis Felipe Monteiro on, 168
- Shai-Lee Spiegelman on, 225
- Buenos Aires, Electronic Government of the City, 85–86, 89
- buenosaires.gob.ar, 85
- “Build culture,” 79
- Build to Share solution, of Ireland, 51–52
- Bureaucracy, 183
- Bolor-Erdene Battsengel on, 62
- Cheow Hoe Chan on, 73, 79–80
- Shai-Lee Spiegelman on, 230
- Business-case driven approach, 156
- Cabinet Office, Ontario, 113, 115
- Cabinet Office, United Kingdom, 61, 175, 181
- Cabinet Secretariat, Mongolia, 61, 63, 65, 69n1
- Cameron, James, 198
- CampusIL platform, of Israel 222–224, 226, 229
- Canada:
- Cardoso da Costa, Joaquim Pedro, 199
- Career paths, of digital government leaders, 285
- Central coordination, 162, 216, 255, 265
- Challenges, embracing, 5, 239, 285
- Chan, Cheow Hoe, 71, 72–82
- background of, 72–73
- on context of GovTech job, 73–74
- digital government leadership recommendations from, 81–82
- leadership style and practices of, 76–80
- on starting the GovTech job, 75
- on successes/failures at GovTech, 80–81
- on transition from GovTech, 81
- vision and strategy of, 74–78
- Change resistance, see Resistance to change
- Chant, Chris, 175
- Chaos, embracing, 117
- Charisma, 238–239
- Chief officer role, effectiveness in, 285
- Christchurch terrorist attack, 258
- CI/CD process, 77, 82n3
- CIDGE (Interministerial Commission for the Development of eGovernment), 269
- CITA, see Communication and Information Technology Authority), Mongolia
- Citizen-first approach. See also Customer-focused approach; User-focused approach
- Citizen Spots, of Portugal, 199
- City of Milan, 101, 107
- Civil Registry Office, of Mexico, 265
- Civil servants, as digital government leaders, 285
- Civil Services Authority, of Israel, 226
- Clastornik, José, 135, 136–145
- background of, 136–138
- on context of AGESIC job, 138
- digital government leadership recommendations from, 144
- leadership style and practices of, 141–142
- on starting the AGESIC job, 139–140
- on successes/failures with AGESIC, 142–143
- on transition from AGESIC, 143–144
- vision and strategy of, 138–141
- Clearing time, 214
- Cloud computing, 77
- Cocco, Roberta, 107, 108n3
- Cocreation, 57, 152, 277, 281
- Code for America, 111
- Coding, 48, 69
- Coleman, Emer, 179, 182
- Collaboration, 36, 129, 182
- Communication, 282–283
- Bolor-Erdene Battsengel on, 64
- Alex Benay on, 21, 22
- Mike Bracken on, 179, 183
- Cheow Hoe Chan on, 78
- José Clastornik on, 142–143
- Anna-Maija Karjalainen on, 38
- Yolanda Martínez on, 269
- Luis Felipe Monteiro on, 164–165, 167, 168
- Diego Piacentini on, 108
- Shai-Lee Spiegelman on, 229
- Communication and Information Technology Authority (CITA), Mongolia, 61–69
- Congress, of Brazil, 170
- Consistency, 277
- Conte, Giuseppe, 106
- Continuity, 283–284. See also Lasting change, creating
- Continuous set of processes, 99, 102
- Control, for DTA, 209
- “Cool kids” factor, for Ontario Digital Service, 115, 116
- Cooperation, 156, 158, 197–198. See also Inter-agency cooperation
- Co-op placements, 118
- Coordination, 36–37
- Core skills of leaders:
- Daniel Abadie on, 95
- Bolor-Erdene Battsengel on, 69
- Alex Benay on, 29
- Aisha Bin Bishr on, 13–14
- Mike Bracken on, 186
- Cheow Hoe Chan on, 81
- Lars Frelle-Petersen on, 158
- Hillary Hartley on, 120
- Anna-Maija Karjalainen on, 42–43
- Taavi Kotka on, 243–244
- Yolanda Martínez on, 277
- Luis Felipe Monteiro on, 170
- Innocent Bagamba Muhizi on, 133
- Tim Occleshaw on, 259–260
- Shai-Lee Spiegelman on, 230–231
- Corruption, 106
- Costa, António, 194
- Cost-cutting, 37
- Council of Ministers, of Portugal, 191
- Court of Accounts, of Brazil, 170
- COVID-19 pandemic, xv, xix
- adjusting strategy and delivery in, 281
- Bolor-Erdene Battsengel on, 67
- Alex Benay on, 29
- Aisha Bin Bishr on, 9
- Randall Brugeaud on, 213–215
- Cheow Hoe Chan on, 78
- Lars Frelle-Petersen on, 156
- Hillary Hartley on, 117–119
- Anna-Maija Karjalainen on, 42
- Barry Lowry on, 51–52, 54–55
- Luis Felipe Monteiro on, 167, 168
- Innocent Bagamba Muhizi on, 131
- COVID-19 Contact tracking app, of Ireland, 51
- COVID-19 pass, of Italy, 107
- COVID-19 self-assessment tool, of Ontario, 119
- COVID-19 vaccination certificate, digital, 52, 55, 68, 90
- COVIDSafe app, of Australia, 215
- Creativity, 66–67
- Credibility, 273
- Crothers, Bill, 181
- Culture, of government:
- Alex Benay on changing, 20
- Bolor-Erdene Battsengel on, 66
- Mike Bracken on changing, 177, 184
- Culture, team and organizational:
- Daniel Abadie on, 91
- Bolor-Erdene Battsengel on, 66–69
- Alex Benay on, 23
- Aisha Bin Bishr on, 10–11
- Mike Bracken on, 177–178, 182–184, 186
- Randall Brugeaud on, 213
- Cheow Hoe Chan on, 76, 79
- Lars Frelle-Petersen on, 153, 156
- Anna-Maija Karjalainen on, 39
- Taavi Kotka on, 240–241
- Barry Lowry on, 53–54
- Yolanda Martínez on, 272–273
- Luis Felipe Monteiro on, 168
- Innocent Bagamba Muhizi on, 129–131
- Tim Occleshaw on, 254, 255
- Diego Piacentini on, 103, 107
- Pedro Silva Dias on, 197–198
- Shai-Lee Spiegelman on, 227
- Daily leadership meetings, 273
- Danish Agency for Digitisation (DIGST), 149–158
- Data-driven approach, 103–104, 117, 167
- Data Governance Board model, of Ireland, 51
- Data Protection Authority, of Italy, 105
- Data science, 165
- Data strategy, of Israel, 229
- Davies, Russell, 179, 182
- Dawes, Melanie, 175
- Decision making, quick:
- Mike Bracken on, 178–179
- Luis Felipe Monteiro on, 167
- Delegation, 21, 116–117, 244
- Deliverables:
- Alex Benay on, 19–20
- Randall Brugeaud on, 209
- Cheow Hoe Chan on, 74
- Yolanda Martínez on, 263–264
- Luis Felipe Monteiro on, 164
- Pedro Silva Dias on, 195
- Delivery:
- Daniel Abadie on, 87–88, 96
- Bolor-Erdene Battsengel on, 64–65
- Aisha Bin Bishr on, 11–12
- Mike Bracken on, 182, 184
- Randall Brugeaud on, 211
- Cheow Hoe Chan on, 77–78
- José Clastornik on, 141
- Hillary Hartley on, 115, 116
- Anna-Maija Karjalainen on, 39
- Taavi Kotka on, 238, 240, 241
- managing for, 279–280
- Yolanda Martínez on, 267
- Luis Felipe Monteiro on, 163–165, 169
- Innocent Bagamba Muhizi on, 127, 131
- networks for, 282
- Tim Occleshaw on, 248, 251–253
- and political support, 281–282
- Pedro Silva Dias on, 195, 199
- Shai-Lee Spiegelman on, 223–226, 228
- Deloitte Consulting, 263, 265–266
- Denmark:
- digital government of, as model for Brazil, 163
- Lars Frelle-Petersen's efforts in (see Frelle-Petersen, Lars)
- international partnerships between Brazil and, 170
- Departmental ICT strategies, of Estonia, 237
- Department of Finance, Australia, 209
- Department of Finance, Ireland, 48
- Department of Health, Ireland, 47, 51
- Department of Immigration and Border Protection, Australia, 207–208
- Department of Internal Affairs, New Zealand, 247–260
- Department of Public Expenditure and Reform, Ireland, 48
- Deputy chief digital officer, of New Zealand 253
- Deputy Ministers' Committee on Technology and Transformation, of Ontario, 116
- Design District, of Dubai, 7
- Design process, commoditizing, 92
- DevSecOps process, 77, 82n4
- Digital Agency (AgID), of Italy, 100, 107
- Digital birth certificates, of Mexico 265, 270–271, 273–275
-
- Digital economy, in Mongolia, 61
- Digital first service delivery, 19
- Digital government excellence, 279–285
- communication for, 282–283
- creating lasting change, 283–284
- delivery of, 279–280
- mission and vision for, 284–285
- networking for, 282
- playbook for, xvi
- political support for, 281–282
- preparing for hard work of, 284
- setting strategy for, 280–281
- team management for, 283
- Digital government leadership, xvi–xvii
- Daniel Abadie on, 95–96
- Bolor-Erdene Battsengel on, 69
- Alex Benay on, 29
- Aisha Bin Bishr on, 13–14
- Mike Bracken on, 186–187
- Randall Brugeaud on, 216–217
- Cheow Hoe Chan on, 81–82
- José Clastornik on, 144
- Lars Frelle-Petersen on, 158
- Hillary Hartley on, 120–121
- Anna-Maija Karjalainen on, 42–43
- Taavi Kotka on, 243–244
- Barry Lowry on, 57–58
- Yolanda Martínez on, 277–278
- Luis Felipe Monteiro on, 170
- Innocent Bagamba Muhizi on, 133
- Tim Occleshaw on, 259–260
- Diego Piacentini on, 108
- Pedro Silva Dias on, 201
- Shai-Lee Spiegelman on, 230–231
- Digital Government Partnership, of New Zealand, 251, 252, 255, 257
- Digital Government Secretariat, Brazil, 161–171
- Digital graduate intake program, of New Zealan 251
- Digital identity (ID), 101, 155–156, 163, 164, 169, 199
- Digital Israel (Israeli National Digital Initiative), 221–231
- Digitalization Agency, Finland, 41, 42
- Digital Leadership Group, 211
- Digital literacy, 194, 224
- Digital Mobile Key, of Portugal, 199
- Digital Nation Expo, of Mongolia, 65
- Digital Nations, 200, 202n3, 249
- Digital Pathways project, of Mongolia, 61, 63
- Digital Postbox, Denmark, 152–154
- Digital services lab, of New Zealand, 257–259
- Digital Service Standard, of New Zealand, 249, 256
- Digital signatures, 149, 158
- Digital skills training, of Rwanda, 131, 132
- Digital Transformation Agency (DTA), Australia, 204–217
- Digital Transformation Office (DTO), Australia, 207–208, 210
- DIGST, see Danish Agency for Digitisation
- “Disagree and commit” principle, 104
- Document management, 141
- Driving licenses, digital, of Argentina, 92, 93, 96
- Drones, 131
- DTA, see Digital Transformation Agency), Australia
- DTO, see Digital Transformation Office), Australia
- Dubai, United Arab Emirates, Aisha Bin Bishr's efforts in, see Bin Bishr, Aisha
- Dubai Executive Office, 3–5, 8
- Dubai International Financial Center, 3, 14n1
- Dubai Internet City, 3, 14n1
- EasyAccount (NemKonto), of Denmark, 149
- EasyID (NemID), of Denmark, 156
- Eaves, David, 120
- E-commerce platform, of Israel, 222, 224
- Efficiency and Reform Group (ERG), UK, 176–177, 180–181, 187n5
- e-Government Office, Dubai, 6
- 18F agency, US, 111–112, 119, 121n2
- 18-step plan, of Ireland, 50–51, 55
- Electronic Government of the City of Buenos Aires, 85–86, 89
- Electronic health records, 91–92, 142, 143
- El Kaissi, Zeina, 10
- e-Mongolia program, 61–68
- Empathy, 95, 176
- Empowerment, 53, 89–90, 183
- Entrepreneurs, as digital government leaders, 285
- e-Residency program, Estonia, 28, 237–239, 242, 244n3
- ERG, see Efficiency and Reform Group (ERG), UK
- Estonia:
- Estonian Association of Information Technology and Telecommunications, 236
- European Union Structural Funds:
- Executive standups, 117
- Exhaustion, avoiding, 184, 187
- Expectations of political masters, 280
- Daniel Abadie on, 85, 95
- Bolor-Erdene Battsengel on, 62
- Aisha Bin Bishr on, 3–4
- Mike Bracken on, 177
- Randall Brugeaud on, 206–207
- Hillary Hartley on, 112
- Anna-Maija Karjalainen on, 33, 42
- Taavi Kotka on, 236
- Barry Lowry on, 48–49
- Luis Felipe Monteiro on, 162
- Innocent Bagamba Muhizi on, 125–126
- Tim Occleshaw on, 248–249
- Diego Piacentini on, 99
- Pedro Silva Dias on, 192
- Shai-Lee Spiegelman on, 222, 224
- Failures:
- Daniel Abadie on, 93
- Alex Benay on, 22, 23, 27–28
- Mike Bracken on, 184, 186
- Randall Brugeaud on, 215
- José Clastornik on, 142–143
- Lars Frelle-Petersen on, 157
- Hillary Hartley on, 119
- Anna-Maija Karjalainen on, 41
- Taavi Kotka on, 241–242
- Barry Lowry on, 55, 58
- Luis Felipe Monteiro on, 168–169
- Innocent Bagamba Muhizi on, 131–132
- Tim Occleshaw on, 257–258
- Pedro Silva Dias on, 198–199
- Shai-Lee Spiegelman on, 229
- Finland, Anna-Maija Karjalainen's efforts in, see Karjalainen, Anna-Maija
- “Firefighting” teams, 165
- Five whys method, 103
- Flagship meetings, 166
- Following through, 21
- Fonseca, Graça, 195, 200
- Foreshew-Cain, Stephen, 181, 186
- Forums, idea exchange in, 101
- Four-quadrant model for transformation, of Joe McDonagh, 57–58
- Fox, Martha Lane, 175
- Frelle-Petersen, Lars, 147, 148–158
- background of, 148–151
- on context of DIGST job, 150–152
- digital government leadership recommendations from, 158
- leadership style and practices of, 155–156
- on starting the DIGST job, 153–154
- on successes/failures in digital government, 149–150, 156–157
- on transition from DIGST, 157–158
- vision and strategy of, 152, 154
- Fun, at work, 39
- Funding, 119, 238, 256. See also Budget
- Future Accelerator, of Dubai, 8
- Future State Modernization Committee, of Ontario, 118
- FWD50 conference, 21
- Galmiel, Gita, 224
- An Garda Síochána, Ireland, 51
- GCIO, see Government chief information officer
- GDS, see Government Digital Service, UK
- Gentiloni, Paolo, 100
- GitHub, 88, 101, 102
- GOB.MX platform, of Mexico, 264, 266–272, 274–276
- Google, Inc., 7, 74, 272
- gov.br platform, of Brazil, 163–164, 169, 170
- Governance model and arrangements for digital government coordination, 18-20, 29, 36, 50, 138, 140, 167, 179, 209–211, 216, 238, 251, 255, 257, 265, 269. See also Institutional setting, for digital government
- Government-as-a-platform, 18, 177
- Government chief information officer (GCIO):
- rebuilding setup of, 23–24
- recommendations for success in role of, 29, 43
- Government Digital Service (GDS), UK, 25–26, 48, 111, 121n3, 175–187, 207
- Government digital strategy, for New Zealand, 250–252, 257
- Government services, digitalization of:
- in Argentina, 87
- in Brazil, 162–164
- in Denmark, 150–152
- in Israel, 222
- in Mexico, 264, 269, 270
- in Mongolia, 62–65
- in New Zealand, 251
- in Rwanda, 132
- Government Services Ministry, Australia, 212
- Government Technology Agency of Singapore (GovTech), 73–82
- gov.ie platform, of Ireland, 56
- GovTech (Government Technology Agency of Singapore), 73–82
- GovTech Maturity Index, of World Bank, 169
- Govtech program, of Portugal, 195
- GOV.UK platform, 175, 177–179, 181, 183
- Greenway, Andrew, 179
- gub.uy platform, of Uruguay, 142
- Guedes, Paulo, 169
- Hands-on management style, 195–196
- Happiness Agenda, of Dubai, 3–4, 7–8, 10
- Hard work, 64, 69, 284
- Hartley, Hillary, 109, 110–121
- background of, 110–112
- on context of CDDO job, 111–113
- digital government leadership recommendations from, 120–121
- leadership style and practices of, 116–118
- on starting the CDDO job, 114
- on successes/failures as CDDO, 118–119
- on transition from CDDO, 119–120
- vision and strategy of, 112–115
- Health Service Executive, Ireland, 51
- Helping others, 53–54
- Her Majesty's Treasury department, UK, 177, 178, 185
- Heywood, Jeremy, 175
- Hillsborough disaster, 176, 178, 187n4
- Hiring. See also Team building
- Daniel Abadie on, 90
- Aisha Bin Bishr on, 10
- Randall Brugeaud on, 212–213
- Cheow Hoe Chan on, 79
- Lars Frelle-Petersen on, 155–156
- Hillary Hartley on, 118
- Anna-Maija Karjalainen on, 40
- Taavi Kotka on, 240
- Yolanda Martínez on, 271–272
- Luis Felipe Monteiro on, 166
- Diego Piacentini on, 101–103
- Pedro Silva Dias on, 197
- Holocracy model, 12, 14n2
- Housing rates rebate system, of New Zealand, 257–258
- Hughes, Janet, 184
- Hürelsüh, Uhnaagijn, 61
- Hybrid cloud data center, of Ireland, 52
- see IBM, 137
- ICT Authority, Israel, 224
- ICT Sector Strategic Plan, of Rwanda, 126
- IDA, see Infocomm Development Authority), Singapore
- IDB, see Inter-American Development Bank
- Identification documents, digital, 163, 164, 169, 199
- Incentives, 239, 240
- Incubation approach, 138, 140
- Inflection points, managing through, 76
- Infocomm Development Authority (IDA), Singapore, 73, 74
- Information management law, of Finland, 36–37
- Information Society and e-Government Agency (AGESIC), Uruguay, 137–144, 145n1
- Infrastructure:
- Infrastructure-as-a-service model, 77, 249
- Innovation, 77, 105, 157, 201, 235–236
- Institutional setting, for digital government. See also Governance model and arrangements for digital government coordination
- in Australia, 212
- in Estonia, 236–237
- in Finland, 34
- in Italy, 100
- in Mexico, 264–265
- in New Zealand, 247–248
- in Rwanda, 125
- Inter-agency cooperation. See also Networks and networking; Stakeholder management
- Daniel Abadie on, 92–93
- Bolor-Erdene Battsengel on, 63, 64
- Aisha Bin Bishr on, 4, 5, 9
- Randall Brugeaud on, 209–211, 216
- José Clastornik on, 138–139
- Lars Frelle-Petersen on, 152
- Anna-Maija Karjalainen on, 36–37
- Taavi Kotka on, 238–239
- Barry Lowry on, 52–54
- Yolanda Martínez on, 264, 267–268
- Luis Felipe Monteiro on, 165
- Tim Occleshaw on, 248–252, 254, 255
- Pedro Silva Dias on, 192, 194, 195, 199
- Shai-Lee Spiegelman on, 224–225
- Inter-American Development Bank (IDB), 139, 142, 144, 145n2, 170, 263
- Interministerial Commission for the Development of eGovernment (CIDGE), Mexico, 269
- International Civil Service Effectiveness Index, 61
- International Monetary Fund, 191
- Interoperability enforcement, 139
- Invoicing, digital, of Denmark, 150
- Ireland, Barry Lowry's efforts in, see Lowry, Barry
- Irembo portal, of Rwanda, 126
- Israel, 249. See also Spiegelman, Shai-Lee
- Israeli National Digital Initiative, see Digital Israel
- Italy, Diego Piacentini's efforts in, see Piacentini, Diego
- Kagame, Paul, 125
- Kanban boards, 39
- Karjalainen, Anna-Maija, 31, 32–43
- background of, 32–34
- on context of GCIO job, 33–35
- digital government leadership recommendations from, 42–43
- leadership style and practices of, 38–40
- on starting the GCIO job, 37–38
- on successes/failures as GCIO, 41
- on transition from GCIO, 41–42
- vision and strategy of, 33, 35–37
- Katribas, Yossi, 221
- Kelly, Stephen, 181
- Key performance indicators (KPIs), 3, 4, 142, 239, 241, 266, 270, 274
- Kotka, Taavi, 233, 234–244
- background of, 234–236
- on context of GCIO job, 236
- digital government leadership recommendations from, 243–244
- leadership style and practices of, 238–241
- on starting the GCIO job, 237–238
- on successes/failures as GCIO, 241–242
- on transition from GCIO role, 242–243
- vision and strategy of, 236–238
- Laboratory of Social Innovation in Digital Government (LAB), Uruguay, 140
- Lagunes, Alejandra, 263, 272, 274, 275
- Lasting change, creating, 283–284. See also Succession planning; Transitions, preparing for and making
- Daniel Abadie on, 94
- Bolor-Erdene Battsengel on, 67–69
- Alex Benay on, 28–29
- Aisha Bin Bishr on, 13
- Mike Bracken on, 185
- Cheow Hoe Chan on, 81
- José Clastornik on, 143–144
- Lars Frelle-Petersen on, 157–158
- Hillary Hartley on, 120
- Anna-Maija Karjalainen on, 42
- Taavi Kotka on, 243
- Barry Lowry on, 57
- Yolanda Martínez on, 276
- Luis Felipe Monteiro on, 170
- Innocent Bagamba Muhizi on, 132
- Tim Occleshaw on, 259
- Diego Piacentini on, 107
- Pedro Silva Dias on, 201
- Shai-Lee Spiegelman on, 229–230
- Leadership style and practices. See also Digital government leadership
- of Daniel Abadie, 89–93
- of Bolor-Erdene Battsengel, 65–67
- of Alex Benay, 22, 24–26
- of Aisha Bin Bishr, 9–12
- of Mike Bracken, 181–184
- of Randall Brugeaud, 210–214
- of Cheow Hoe Chan, 76–80
- of José Clastornik, 141–142
- of Lars Frelle-Petersen, 155–156
- of Hillary Hartley, 116–118
- increasing effectiveness of, 285
- of Anna-Maija Karjalainen, 38–40
- of Taavi Kotka, 238–241
- of Barry Lowry, 52–54
- of Yolanda Martínez, 267–269, 271–275
- of Luis Felipe Monteiro, 165–168
- of Innocent Bagamba Muhizi, 127–131
- of Tim Occleshaw, 253–256
- of Diego Piacentini, 102–105
- of Pedro Silva Dias, 193, 195–198
- of Shai-Lee Spiegelman, 224–228
- Lean methodology, 197
- Learning, 80–81, 129, 193
- Lee Hsien Loong, 76
- Legal risk, 276–277
- Legislation, 36–37, 65, 152
- Leitão Amaro, António, 199
- Leitão Marques, Maria Manuel, 195, 200, 202n1
- Licensing systems, 81, 224
- Listening, 29, 273
- Locker, Harel, 221
- Loosemore, Tom, 111, 175, 178, 180–182
- Lowry, Barry, 45, 46–58
- background of, 46–48
- on context of GCIO job, 48, 49
- digital government leadership recommendations from, 57–58
- leadership style and practices of, 52–54
- on starting the GCIO job, 49–50
- on successes/failures as GCIO, 54–55
- on transition from GCIO, 55–57
- vision and strategy of, 48–52
- McCluggage, Bill, 47
- McDonagh, Joe, 49, 57
- MacDonald, Colin, 247–248, 255–257
- McGrath, Michael, 47, 48
- McGregor Theory X and Theory Y approach, 53, 57
- Macri, Mauricio, 85, 87, 88, 92, 93
- Madia, Marianna, 100
- Maersk, 154
- “Managed decline” policy, 182, 187
- Management routines:of Aisha Bin Bishr, 11–12
- of Randall Brugeaud, 213–214
- of Cheow Hoe Chan, 77–78
- of José Clastornik, 142
- of Hillary Hartley, 117
- of Anna-Maija Karjalainen, 38
- of Taavi Kotka, 241
- of Barry Lowry, 58
- of Yolanda Martínez, 273–274
- of Luis Felipe Monteiro, 166–167
- of Innocent Bagamba Muhizi, 129
- of Diego Piacentini, 104
- of Pedro Silva Dias, 193, 198
- of Shai-Lee Spiegelman, 228
- Managing by example, 197
- Managing for delivery, 279–280
- Managing up:
- Alex Benay on, 27
- Randall Brugeaud on, 211–212
- Cheow Hoe Chan, 76
- Yolanda Martínez on, 274
- Shai-Lee Spiegelman on, 228
- Mandatory digitalization of services, of Denmark 150–154, 237, 249
- Martínez, Yolanda, 261, 262–278
- background of, 262–263
- on context of digital transformation jobs, 264–265
- digital government leadership recommendations from, 277–278
- leadership style and practices of, 267–269, 271–275
- on starting NDP for Mexico, 266
- on successes/failures in digital transformation efforts, 274–275
- on transitions between digital transformation roles, 265–266, 275–277
- vision and strategy of, 263–267, 269–271
- Maude, Francis, 175, 176, 179–181, 183–185
- Maxwell, Liam, 48, 180, 181, 249, 260n1
- Medium, recruiting with, 102
- Mental health, for leaders, 27–28
- Metrics, developing, 4
- Mexico, Yolanda Martínez's efforts in, see Martínez, Yolanda
- Microsoft, 221, 254
- Mind mapping, 237
- Ministerial digital group, of New Zealand, 257
- Ministry of Communication and Transport, Mexico, 264
- Ministry of Communications, Brazil, 161
- Ministry of Culture, Estonia, 238
- Ministry of Defence, United Kingdom, 183
- Ministry of Digital Development, Mongolia, 63
- Ministry of Economic Affairs and Communications, Estonia, 235–244
- Ministry of Economy, Brazil, 161
- Ministry of Finance, Denmark, 149–152, 155, 156
- Ministry of Finance, Estonia, 239
- Ministry of Finance, Finland, 33–43
- Ministry of Finance, Italy, 105
- Ministry of Finance, Mexico, 266–268
- Ministry of Finance, Rwanda, 126
- Ministry of Finance, Singapore, 79
- Ministry of Government and Consumer Services, Ontario, 113
- Ministry of Health, Israel, 222
- Ministry of Health, Italy, 107
- Ministry of ICT and Innovation, Rwanda, 126
- Ministry of Interior, Finland, 34
- Ministry of Labour, United Arab Emirates, 2
- Ministry of Planning and Budget, Brazil, 161
- Ministry of Public Affairs, Mexico, 264, 271
- Ministry of Social Equality, Israel, 224
- Mission, 284–285
- Bolor-Erdene Battsengel on, 63–64
- Alex Benay on, 18
- Randall Brugeaud on, 206–207, 209
- Cheow Hoe Chan on, 74
- José Clastornik on, 138
- Lars Frelle-Petersen on, 157
- Hillary Hartley on, 112
- Yolanda Martínez on, 263–264
- Innocent Bagamba Muhizi on, 126
- Diego Piacentini on, 99
- Modernization, digitalization as tool for, 151–152, 194
- Mongolia, Bolor-Erdene Battsengel's efforts in, see Battsengel, Bolor-Erdene
- Monteiro, Luis Felipe, 159, 160–171
- background of, 160–161
- on context of secretary job, 162
- digital government leadership recommendations from, 170
- leadership style and practices of, 165–168
- on starting the secretary job, 164–165
- on successes/failures as secretary, 168–169
- on transition from secretary role, 169–170
- vision and strategy of, 162–165
- Motivating others:
- Daniel Abadie on, 90–91
- Taavi Kotka on, 239–240, 243
- Yolanda Martínez on, 271
- Muhizi, Innocent Bagamba, 123, 124–133
- background of, 124–125
- on context of RISA job, 126
- digital government leadership recommendations from, 133
- leadership style and practices of, 127–131
- on starting the RISA job, 127
- on successes/failures with RISA, 131–132
- on transition from RISA, 132–133
- vision and strategy of, 125–127, 131
- MyArgentina platform, of Argentina 85, 87–90, 93, 94
- MyGovID, of Ireland, 51, 55–57
- myGov platform, of Australia, 209, 214, 215, 217n1
- myResponder, of Singapore, 75
- mySociety, 175, 178, 187n1
- NASA, 106
- National Development Plan, of Mexico, 266, 268
- National digital strategy, of Israel, 222–223, 228
- National Digital Strategy, of Mexico, 265–268
- National Digital Strategy Coordination (NDSC) Office, 263–278
- National Health Service (NHS), 177
- National Information Communication Infrastructure (NICI), of Rwanda, 126
- National resident population register, of Italy, 101
- NDSC, see National Digital Strategy Coordination) Office
- Neal, Olivia, 25–26
- Negotiation, 69, 104
- Nem ID (EasyID), of Denmark, 156
- NemKonto (EasyAccount), of Denmark, 149
- Network of Electronic Government Leaders of Latin America and the Caribbean (RedGEALC), 277
- Networks and networking, 282. See also Inter-agency cooperation; Stakeholder management
- Randall Brugeaud on, 216
- Anna-Maija Karjalainen on, 37–38, 41, 43
- Pedro Silva Dias on, 193
- New Zealand, 51. See also Occleshaw, Tim
- NHS (National Health Service), UK 177
- NICI (National Information Communication Infrastructure), Rwanda, 126
- NIC Inc., 111
- Nortal, 235
- Northern Ireland Civil Service, 47
- “No,” saying, to projects, 86, 130
- Obama, Barack, 111
- Objectives:
- Bolor-Erdene Battsengel on, 63–64, 66
- Alex Benay on, 19–20
- Mike Bracken on, 177–178
- Randall Brugeaud on, 209
- Lars Frelle-Petersen on, 152, 158
- Hillary Hartley on, 113–114
- Anna-Maija Karjalainen on, 35
- Taavi Kotka on, 237
- Barry Lowry on, 48–50
- Innocent Bagamba Muhizi on, 126–127
- Pedro Silva Dias on, 192–193
- Shai-Lee Spiegelman on, 222
- Occleshaw, Tim, 245, 246–260
- background of, 246–247
- on context of GDCO job, 247–248
- digital government leadership recommendations from, 259–260
- leadership style and practices of, 253–256
- on starting the GDCO job, 249–250
- on successes/failures as GDCO, 257–258
- on transition from GDCO role, 258–259
- vision and strategy of, 248–253
- ODS, see Ontario Digital Service)
- OECD, see Organisation of Economic Co-operation and Development
- Office of Chief Digital and Data Officer, Ontario, 111–121
- Office of Chief Information Officer of Canada, 17–29
- Office of Government Chief Information Officer, Singapore, 74
- Office of Government Commissioner for Digital Transformation, Italy, 99–108
- Office of Secretary for IT and Communication, Brazil, 161
- Office of the Government Chief Information Officer, Ireland, 47–58
- Office of the President of the Republic of Rwanda, 125
- Office of Undersecretary of Digital Government of Argentina, 85–96
- Off-the-shelf solutions, using, 256
- OGCIO, see Office of the Government Chief Information Officer, Ireland
- OGP (Open Government Partnership) action plan, 270
- Oligopoly, 181
- Onboarding, 128–129
- “Once only” principle, 50, 55, 58n1, 87
- Ontario, Hillary Hartley's efforts in, see Hartley, Hillary
- ontario.ca platform, of Ontario, 112–114
- Ontario Digital Service (ODS), 111–121
- Ontario Onward Acceleration Fund, 118, 119
- Ontario Student Assistance Program calculator, 114
- Open, working in the:
- Alex Benay on, 24
- Mike Bracken on, 181
- Hillary Hartley on, 117, 119
- Yolanda Martínez on, 267, 273
- Innocent Bagamba Muhizi, 129
- Open-door policy, 24, 38, 89
- Open government:
- Alex Benay on, 22, 24
- Yolanda Martínez on, 270, 273
- Open Government Partnership (OGP) action plan, 270
- Open-mindedness, 11, 13–14, 170
- Open-source code, 119
- Operational models, changing, 210
- Organisation of Economic Co-operation and Development (OECD), 163, 165, 170, 242
- Outsourcing, 73–74, 142, 180, 226
- Oy Suomi Ab, 35, 43n4
- Oyun-Erdene, Luvsannamsrain, 61–64
- Paes de Andrade, Caio, 169
- PagoPA platform, of Italy, 101
- Parallel teams, 164
- Parliament, Danish, 149, 154
- Parliament, UK, 176, 178, 180, 181, 185–186
- Participative Budgets program, of Portugal, 195
- Partnerships, 76, 133, 200. See also Private sector, partnerships with
- Passos Coelho, Pedro, 191, 192
- Peer-to-peer learning, xv
- Peña Nieto, Enrique, 263, 267, 270, 274
- Phoenix system, of Canada, 17, 18, 22–23, 26, 27
- Piacentini, Diego, 97, 98–108
- background of, 98–99
- on context of Commissioner job, 99–100
- digital government leadership recommendations from, 108
- leadership style and practices of, 102–105
- on starting the Government Commissioner job, 101–102
- on successes/failures as Commissioner, 105–108
- on transition from Commissioner, 106–108
- vision and strategy of, 98, 101, 102
- Pilot programs, 127–128, 140, 164
- Pink, Daniel, 239
- Platform-as-a-service model, 77, 80, 81
- PoC (proof-of-concept) strategy, 127–128
- Poiares Maduro, Miguel, 191, 199
- Policymaking, 25, 258–259
- Political support, 281–282
- Daniel Abadie on, 92
- Bolor-Erdene Battsengel on, 62
- Alex Benay on, 20–21
- Aisha Bin Bishr on, 6–7
- Mike Bracken on, 179, 183–184
- Randall Brugeaud on, 207, 210, 215
- Cheow Hoe Chan on, 76
- José Clastornik on, 144
- Lars Frelle-Petersen on, 154, 157
- Hillary Hartley on, 115
- Anna-Maija Karjalainen on, 37
- Taavi Kotka on, 235, 239
- Barry Lowry on, 52
- Luis Felipe Monteiro on, 162
- Diego Piacentini on, 105
- Pedro Silva Dias on, 195
- Shai-Lee Spiegelman on, 224
- Poncho design system, of Argentina, 92
- Portugal, 163. See also Silva Dias, Pedro
- PPARS, of Ireland, 49
- Presentations, team, 182–183
- Presidential Innovation Fellowship, of US, 111, 121n1
- Priority setting:
- Daniel Abadie on, 86
- Bolor-Erdene Battsengel on, 64
- Mike Bracken on, 178–180
- Randall Brugeaud on, 209–210
- Cheow Hoe Chan on, 77
- José Clastornik on, 141
- Lars Frelle-Petersen on, 153, 156
- Hillary Hartley on, 114
- Anna-Maija Karjalainen on, 37, 39
- Taavi Kotka on, 237–238, 240, 241
- Barry Lowry on, 51
- Yolanda Martínez on, 267, 270
- Luis Felipe Monteiro on, 164–165
- Innocent Bagamba Muhizi on, 127
- Diego Piacentini on, 101–102
- Pedro Silva Dias on, 194–195
- Private sector:
- digital gap between public and, 222
- digital transformation in, xv, xvi, 5, 99–100
- motivations in, 243
- partnerships with, 8, 131–133, 149, 152, 157, 195
- Process building, 102
- Procurement, 22–23, 106, 119
- Professional certificates, standardization of, of Mexico, 274, 275
- Project management, 102
- Proof-of-concept (PoC) strategy, 127–128
- Public Digital, 111–112, 120, 121n3, 186
- Public Services Card, of Ireland, 55
- Purpose, see Mission
- Python Software Foundation, 103
- Rahe, Aet, 240–242
- Reach program, of Ireland, 49
- Read, Tom, 184
- RealMe system, of New Zealand, 249
- Recognition, 242–243, 269
- Recruitment, see Talent, attracting
- RedGEALC (Network of Electronic Government Leaders of Latin America and the Caribbean), 277
- Reference design and governance, 49
- Reichelt, Leisa, 182
- Relationship management:
- Renzi, Matteo, 99, 100
- Resistance to change, 283
- Mike Bracken on, 175, 180, 183, 185
- Cheow Hoe Chan on, 76
- Lars Frelle-Petersen on, 153, 154
- Hillary Hartley on, 115
- Resourcefulness, 277
- Results-driven approach, 168
- RISA, see Rwanda Information Society Authority)
- Robertson, Grant, 249
- Role clarification, 253
- Rwanda, Innocent Bagamba Muhizi's efforts in, see Muhizi, Innocent Bagamba
- Rwanda Information Society Authority (RISA), 125–133
- SADe program, of Finland, 34
- SAP, 161
- Sargeant, Richard, 179
- Schindel, Yair, 221
- Scorza, Guido, 100
- SDO, see Smart Dubai Office
- Secretariat of Human Resources, Brazil, 167
- Secretariat of Management, Brazil, 167
- Secretaries Digital Committee, Australia, 211
- Sector meetings, 130
- Self-autonomy, 273
- Servant leadership, 116
- Service ownership, 241–242
- Settle, Kathy, 175, 183
- Shetler, Paul, 207–208
- Sikkut, Siim, 239
- Silos, breaking down:
- Alex Benay on, 23
- Mike Bracken, 183
- Randall Brugeaud on, 216
- Taavi Kotka on, 237, 242
- Pedro Silva Dias on, 192, 197–198
- Silva, Rohan, 175
- Silva Dias, Pedro, 189, 190–202
- background of, 190–191
- on context of AMA job, 191, 192
- digital government leadership recommendations from, 201
- leadership style and practices of, 193, 195–198
- on starting the AMA job, 194–195
- on successes/failures with AMA, 198–200
- on transition from AMA, 200–201
- vision and strategy of, 191–195
- Simpler, Faster, Better Services Act, of Ontario, 115, 118
- Simplex program, of Portugal, 194, 195, 200
- Simplified Trade System Implementation Taskforce, Australia, 215
- Singapore, 215. See also Chan, Cheow Hoe
- Singapore Civil Defence Force, 75
- Single-domain approach, 87–88
- Singleton, Tony, 175
- SingPass, of Singapore, 77
- Six Sigma methodology, 197
- Skip meetings, 214
- Skunkworks projects, 21, 23–25
- Skylon, 187n7
- Slater, Gavin, 206, 208
- Small- and middle-sized enterprises (SMEs), digitalization for, in Israel, 221, 222
- Smart cities, 224
- Smart City Expo, 9
- Smart Dubai Office (SDO), 2–13
- Smart Nation and Digital Government Office (SNDGO), 73–74
- Smart Rwanda Masterplan, 126
- SMEs (small- and middle-sized enterprises), digitalization for, in Israel, 221, 222
- Smyth, Ossian, 48
- SNDGO, see Smart Nation and Digital Government Office)
- Social capital, 133
- South Korea, 163
- Spiegelman, Shai-Lee, 219, 220–231
- background of, 220–221
- on context of Digital Israel job, 221, 222
- digital government leadership recommendations from, 230–231
- leadership style and practices of, 224–228
- on starting the Digital Israel job, 223–224
- on successes/failures with Digital Israel, 228–229
- on transition from Digital Israel, 229–230
- vision and strategy of, 221–224
- Spotify, 118
- Stakeholder management, 282. See also Inter-agency cooperation; Networks and networking
- Alex Benay on, 26
- Randall Brugeaud on, 210–211
- Barry Lowry on, 54
- Yolanda Martínez on, 268–269
- Luis Felipe Monteiro on, 167
- Innocent Bagamba Muhizi on, 127–128, 130
- Tim Occleshaw on, 255
- Diego Piacentini on, 101–102, 105
- Standard setting, 68, 249
- Stand-up meetings, 167, 213
- State Treasury of Finland, 33–34, 43
- Steinberg, Tom, 175
- Strategy adjustments:
- Aisha Bin Bishr on, 8–9
- Cheow Hoe Chan on, 78
- Lars Frelle-Petersen on, 157
- Barry Lowry on, 51–52
- Tim Occleshaw on, 252
- Strategy for a Digital Public Sector, of New Zealand, 252
- “The Strategy is Delivery”, concept and slogan, 117, 165, 180, 182,
- Strategy setting, 280–281
- Daniel Abadie on, 85–89
- Bolor-Erdene Battsengel on, 62–65
- Alex Benay on, 18–25
- Aisha Bin Bishr on, 3–4, 6–8
- Mike Bracken on, 176–181
- Randall Brugeaud on, 206–211, 214–215
- Cheow Hoe Chan on, 74–78
- José Clastornik on, 138–141
- Lars Frelle-Petersen on, 152, 154
- Hillary Hartley on, 112–115
- Anna-Maija Karjalainen on, 33, 35–37
- Taavi Kotka on, 236–238
- Barry Lowry on, 48–52
- Yolanda Martínez on, 263–267, 269–271
- Luis Felipe Monteiro on, 162–165
- Innocent Bagamba Muhizi on, 125–127, 131
- Tim Occleshaw on, 248–253
- Diego Piacentini on, 101, 102
- Pedro Silva Dias on, 191–195
- Shai-Lee Spiegelman on, 221–224
- Succession planning, 106–107, 229–230, 243. See also Lasting change, creating; Transitions, preparing for and making
- suomi.fi services, of Finland, 35, 37
- Suppliers, 119, 180–181, 254
- Sustainability, 57
- Talent, attracting:
- Daniel Abadie on, 90
- Bolor-Erdene Battsengel on, 65–66
- Aisha Bin Bishr on, 9–10
- Mike Bracken on, 182
- José Clastornik on, 142
- Hillary Hartley on, 117–118
- Barry Lowry on, 53
- Yolanda Martínez on, 275
- Luis Felipe Monteiro on, 166
- Innocent Bagamba Muhizi on, 128
- Tim Occleshaw on, 254
- Pedro Silva Dias on, 196–197
- Talent Cloud, of Canada, 21, 24
- Talent management, see Talent, attracting; also Team management
- Tallinn University of Technology (TalTech), 239
- Tank method, 239
- Tax and Customs Board, Estonia, 242
- Team, restructuring of, 249–250
- Team building:
- Daniel Abadie on, 89–90
- Bolor-Erdene Battsengel on, 65–66
- Alex Benay on, 25–26
- Mike Bracken on, 181
- Randall Brugeaud on, 212
- Cheow Hoe Chan on, 75, 78–79, 81
- José Clastornik on, 141–142
- Lars Frelle-Petersen on, 153, 155
- Hillary Hartley on, 114, 116
- Anna-Maija Karjalainen on, 40
- Taavi Kotka on, 237, 240
- Barry Lowry on, 52–53
- Yolanda Martínez on, 271, 272
- Luis Felipe Monteiro on, 165–166
- Innocent Bagamba Muhizi on, 127, 128
- Tim Occleshaw on, 248, 253–254
- Diego Piacentini on, 102–103
- Pedro Silva Dias on, 191
- Shai-Lee Spiegelman on, 226
- Team Digitale, Italy, 102, 106
- Team management, 283. See also Management routines
- Daniel Abadie on, 88, 89
- Bolor-Erdene Battsengel on, 66–67
- Aisha Bin Bishr on, 11
- Mike Bracken on, 186
- Anna-Maija Karjalainen on, 38–40
- Barry Lowry on, 53–54
- Pedro Silva Dias on, 195–196
- Team presentations, 182–183
- Technology, promoting, 65
- Technology leadership groups, UK, 180
- Tel Aviv, Israel, 226
- Temer, Michel, 162
- Terrett, Ben, 179, 182
- Theory X and Theory Y approach, 53, 57
- Three-step approach to agenda setting, 141
- Time frames, project:
- Bolor-Erdene Battsengel on, 64
- Cheow Hoe Chan on, 75–76
- José Clastornik on, 140
- Barry Lowry on, 50
- Luis Felipe Monteiro on, 163
- Tim Occleshaw on, 250
- Pedro Silva Dias on, 194
- Toronto, Canada, 117–118
- Transitions, preparing for and making. See also Lasting change, creating; Succession planning
- Daniel Abadie on, 86, 93–95
- Bolor-Erdene Battsengel on, 68–69
- Alex Benay on, 28–29
- Aisha Bin Bishr on, 12–13
- Mike Bracken on, 185–186
- Randall Brugeaud on, 215–216
- Cheow Hoe Chan on, 81
- José Clastornik on, 143–144
- Lars Frelle-Petersen on, 157–158
- Hillary Hartley on, 119–120
- Anna-Maija Karjalainen on, 41–42
- Taavi Kotka on, 242–243
- Barry Lowry on, 55–57
- Yolanda Martínez on, 265–266, 275–277
- Luis Felipe Monteiro on, 169–170
- Innocent Bagamba Muhizi on, 132–133
- Tim Occleshaw on, 258–259
- Diego Piacentini on, 106–108
- Pedro Silva Dias on, 200–201
- Shai-Lee Spiegelman on, 229–230
- Transparency, 10–11, 20, 22, 24
- Treasury, New Zealand, 256
- Treasury Board, Ontario, 113
- Treasury Board of Canada Secretariat, 17, 19, 20, 25
- Tribe model management, 12, 14n2
- Trust building:
- Daniel Abadie on, 90, 92
- Alex Benay on, 23
- Aisha Bin Bishr on, 10–11
- Lars Frelle-Petersen on, 156
- Hillary Harley on, 115
- Anna-Maija Karjalainen, 33, 36, 41
- Barry Lowry on, 53
- Luis Felipe Monteiro on, 165, 168
- Diego Piacentini on, 105
- United Arab Emirates (UAE), Aisha Bin Bishr's efforts in, see Bin Bishr, Aisha
- United Kingdom:
- Mike Bracken's efforts in (see Bracken, Mike)
- digital service standard in, 256
- Government Digital Service of, 25–26, 48, 111, 121n3, 174–187, 207
- international partnerships between Brazil and, 170
- model digital government of, 163, 249
- US Digital Service, 111
- University of Oxford, 61
- Unpopular decisions, making, 19–20
- Uruguay, 163. See also Clastornik, José
- User-focused approach. See also Citizen-first approach; Customer-focused approach
- in Brazil, 167
- in Canada, 114, 117
- in New Zealand, 258–259
- in United Kingdom, 180
- Valtori, Finland, 34
- Value-added tax (VAT) reform, of Estonia, 237, 238, 242
- Values of team:
- Aisha Bin Bishr on, 10–12
- Randall Brugeaud on, 213
- Anna-Maija Karjalainen on, 39
- Barry Lowry on, 53–54
- Diego Piacentini on, 103–104
- Vázquez, Tabaré, 137, 143
- Vendor of record mechanism, of Ontario, 119
- Veto power, 20–21, 50, 176
- Vielma, Hector, 263
- Virtual assistants, 86, 94–95, 259
- Vision:
- Bolor-Erdene Battsengel on, 63
- Cheow Hoe Chan on, 74–75
- José Clastornik on, 142
- for digital government excellence, 281, 284–285
- Luis Felipe Monteiro on, 162–163
- Innocent Bagamba Muhizi on, 125, 130
- Tim Occleshaw on, 253, 254, 260
- Pedro Silva Dias on, 192
- Vision 2020 plan, of Rwanda, 125–126
- Waterfall model, 154, 175
- Watmore, Ian, 175
- Weekly business reviews, 104
- Whitespace Fund, of Singapore 79
- Winddown Fridays, 23
- Work-life balance, 29, 271
- Workshops, 36–37
- World Bank, 61, 144, 169, 170
- World Summit on the Information Society (WSIS), 137
- Zapopan, Mexico, 263, 265–266
- Zeberg, Rikke, 155
- Zipline, 131
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