A Better Citizen Experience: Aruba’s Digital Transformation Road Map, 2020-2025

The Government of Aruba developed a dynamic policy framework based on 10 key building blocks that jointly form a road map setting the direction for Aruba’s digitization strategy. The publication of the road map marks the culmination of the government’s preparatory implementation work over the past 3 years. At its core, the strategy is about meeting the needs of people within a service model that is fit for the demands of the 21st century.

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We are now at the onset of what the World Economic Forum has termed the ‘Fourth Industrial Revolution’. Today’s rapidly changing consumer landscape and the accelerated pace of technological advancement create an opportunity for governments to build stronger and more effective institutions. It is no secret that strong and effective human-centered institutions are the backbone of economically resilient nations. The concept of economic resilience in small island economies goes beyond the traditional understanding of resilience as the ability to absorb shocks and recover from disturbances (such as the COVID-19 Pandemic). The Government of Aruba believes that the implementation of a digital transformation strategy is not only fundamental but a catalyzing factor to achieve economic resilience as a small island nation.

Our citizens expect governments to be able to accommodate their changing needs and to deliver core services digitally, 24/7, securely, and on any device. To ensure its institutions can remain relevant in this new era, preserve democracy and continue to fulfill the government’s mission of being a strong and effective human-centered institution, the Aruba Government identified improvement of its service delivery through digitalization as a key agenda priority.

The e-government agenda is the Aruba government’s most ambitious cross-ministerial project to date. To action the government’s agenda, a Chief Innovation Officer (CIO) was appointed and given the mandate to develop an e-government strategy in collaboration with stakeholders, i.e., a digital transformation policy framework and road map.

e-Government Road Map - Building a Better Citizen Experience:
The road map focuses on what needs to happen in the start-up phase for the Aruba Government to improve public service delivery. What is more, the road map provides guiding principles and actions to develop a robust e-government model, empower citizens, and give public employees the necessary skills to help transform government and design a better citizen experience. The road map also provides both a framework for gradually increasing the provision of digital services and a framework for identifying key public and private digital initiatives for the next 10 years. The main focus is to ensure the best possible use of digital technologies for the benefit of the Aruban people.

Preparatory work during the design phase:
To kick off the strategy design phase, a government-wide, quick scan digital assessment was performed in 2018 to assess the state of the government’s IT infrastructure and organization. The primary purpose of the digital assessment was to detect quick wins and to guide mid-term and long-term scoping of digital initiatives, with the long-term transition to e-government in mind. The scan was the first significant step towards crystalizing the government’s vision and asserting its commitment to transform its delivery of public services. The findings of the scan were documented in a report describing the initial strategic objectives of digital governance in Aruba and formed the basis of the government’s policy objectives for the transition to e-Government.

One of the key findings of the initial digital assessment was that digitization projects were mostly executed by individual departments. A formal, common IT or digitalization strategy was missing and generally there was no consideration of cross-departmental integrations. This created unnecessary layers of complexities or resulted in infective legacy systems. A clear takeaway from the 2018 assessment was that a long-term integral plan was needed: an e-government strategy.

Two-track approach:
Since the government committed to developing a cohesive e-government strategy in 2018, numerous milestones and quick wins were achieved, while a long-term plan was being designed in close collaboration with key stakeholders. This two-track approach allowed the e-government team and committees to define the core problems across government and gather insights on how to solve them, while simultaneously:
1. Building consensus around the e-government vision,
2. Learning about the prerequisites and resources (human, financial, regulatory, infrastructure and tools) required to become a digital government, and
3. Addressing quick wins with a long-term transition to an e-government model.

Aruba's e-Government Vision requires that in 2030, the Aruba Government is a proactive government that anticipates the citizens’ needs.

The vision can be translated into the following 3 main ambitions:
1. The Aruba Government is an effective service-centered organization.
2. Citizens of Aruba can seamlessly and securely access government services digitally at all times.
3. e-Government creates a pathway to unlock new economic value and opportunities created by the digital economy.

The implementation will be institutionalized through the set up of a Central Coordination Unit and multi-year budget.

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Year: 2018
Level of government: National/Federal government


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  • Aruba e-Government Road Map e-Government Road Map - building a better citizen experience The e-government road map focusses on what needs to happen in the start-up phase for the Aruba Government to improve public service delivery. It is the first report in a series of reports expected to be published by both the government and stakeholders over the next decade about Aruba’s national digital transformation journey.

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