Saudi Arabia, the United Arab Emirates and Qatar are setting the pace for top-down technological innovation, reshaping how citizens interact with government. With progress in AI adoption, tech-integrated infrastructure and a shift to digital identities, they are rising through e-government rankings, positioning themselves to compete directly with the best in the world.
Digital frontrunners Denmark and Estonia lead the latest edition of the United Nations E-Government Index (EGDI), published earlier this year, with Denmark taking top spot for the fourth consecutive time.
‘Governments in the region are rethinking how people access services’
The EGDI assesses how well-prepared governments are to deliver public services digitally, focusing on infrastructure, citizens’ digital skills, and the proportion of services available online.
The report found ‘a significant upward trend’ in digital government progress worldwide, citing rapid digitalisation of services, integrated AI, and emphasis on digital identities as ‘key global megatrends’ reshaping how people and businesses interact with services.
Denmark and Estonia stand out with thriving digital ecosystems and high levels of computer literacy. Collaborative working and cultures of ‘open source’ innovation mean coding and design ideas for new technologies are often made freely available so others can collaborate on shared projects or develop them in new ways.
Estonia, for example, requires software developed with taxpayer money to be published under open-source licences, with the government maintaining a national code repository where public sector solutions are shared for reuse and collaboration.
Top down
Gulf States have taken a different route – more ‘top down’ and government led, powered by ambitious national targets and substantial state investment. Saudi Arabia’s transformation plan, Vision 2030 is a key example, setting out ambitious goals to digitalise all economic sectors, including government, healthcare, banking and financial services.
The Kingdom’s spending on telecommunications and technology services accounted for 34% of all spending in the sector last year, the highest percentage worldwide. A key plank of its public provision is the phone app and web portal Absher, which connects citizens, residents and visitors to digital services.
‘The move towards digital-first services brings quicker and more reliable processes’
The results of this level of investment and commitment have become increasingly apparent. Saudi Arabia soared 25 places in the 2024 EGDI, attaining fourth place globally, first regionally and second among G20 nations. It has made significant progress in e-government migration, with 98% of services available online, and AI and blockchain-based technologies now integrated into its systems.
The UAE also saw significant progress, ranking eleventh globally thanks to initiatives including the UAE PASS, a flagship national identity platform providing one-stop access to government services and the ability to sign documents digitally. U-Ask, an AI-powered chatbot, supplies information about services in Arabic and English.
Qatar took fifth spot worldwide in terms of progress, rising an impressive 25 places on the previous survey. Its Government Excellence 2030 targets include digitalising 90% of public services, gaining customer satisfaction scores of more than 85% across the board, and ensuring that more than 90% of government staff possess essential digital skills.
Clear benefits
Rami Nazer, partner and clients & markets leader at PwC Middle East, has followed the evolution of digital government services closely and sees clear benefits for both residents and businesses as the region progresses towards full digitalisation.
‘Governments in the region are rethinking how people access services, making them easier to use, more open and more responsive,’ he says. ‘By putting citizens at the centre, it has become easier to renew documents, access healthcare or start a business, often without needing to visit an office.
‘For businesses, the move towards digital-first services brings quicker and more reliable processes that make it easier to plan, invest and grow,’ he adds.
As services become smarter and more connected, Nazer believes it will become easier for businesses to operate and grow in the region. ‘Licensing and compliance processes that once caused significant delays can now be done in a fraction of the time, often through a single digital portal,’ he says.
‘People need to know their information is safe and being used responsibly’
‘This creates a smoother experience for companies, while giving governments better visibility and data to support decision making. For global firms it means less red tape, faster market entry and a more predictable environment for investment and partnership.’
When asked what challenges lie ahead, he highlights one simple – but crucial – risk factor. The greatest challenge, he says, is trust.
‘As governments bring more services online and start using AI, people need to know their information is safe and being used responsibly. That means staying ahead of new risks, from data breaches to fast-changing technology.
‘Across the region there’s a strong effort to build the right safeguards and skills so digital progress benefits everyone without putting privacy or security at risk.’
Predictive to invisible
The pace of change is unlikely to slow, with some governments already looking toward the next two iterations of service delivery: Predictive systems and Government 5.0.
Predictive systems use data, analytics and AI to anticipate public needs and deliver services proactively. Driving licences might renew automatically, for example, with holders needing only to confirm current details rather than submitting full applications. The UAE PASS already has proactive notifications, while in Estonia child benefits are triggered automatically once a birth is registered.
Predictive services are paving the way for Government 5.0, where public services become seamless and invisible, delivered automatically at life events with no need to request them.
While 5.0, also known as ‘invisible government’, is some way in the future, the challenge ahead lies in ensuring this stage is not only efficient, but trusted and transparent.
