INDEX

  • 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

 

  • 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

 

  • 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
  • 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

 

  • 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

 

  • 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

 

  • Johnston, Jenny, 48

 

  • 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

 

  • 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
  • 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

 

  • 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
  • Turnbull, Malcolm, 207

 

  • 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

 

  • 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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