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Ci#zen	Engagement		
in	Arab	Countries
•  Around	the	world,	trust	in	government	is	at	
	an	all-#me	low.	Limited	accountability,	lack	of	
	transparency	and	low	quality	of	public	services	
are	coupled	with	unprecedented	levels	of	access	
to	informa#on,	informed	ci#zens,	empowered	civil	
society	structures	and	rising	ci#zens	expecta#ons;	
all	just	a	few	of	the	reasons	why	the	public	sector	
globally	is	in	the	crosshair.
•  The	Arab	World	is	burdened	by	varying	
degrees	of	these	challenges	on	regional	and	
country	levels.	Most	importantly,	the	public	
sector	in	a	majority	of	Arab	countries	
con#nues	to	suffer	from	moun#ng	
deficiencies	in	terms	of	quality,	efficiency	and	
accessibility	of	government	services.	
Meanwhile,	the	ever-growing	connec#vity
•  The	historic	and	on-going	developmental	
challenges	in	the	Arab	region	call	for	novel	and	
collabora#ve	responses	by	government	
ins#tu#ons,	private	sector	en##es	and	civil	
society	structures.	On	a	global	scale,	
technological	innova#ons	have	been	key	enablers	
for	more	inclusive	developmental	responses,	
beLer	governance	models	and,	more	recently,	
with	the	growth	of	social	media	usage	in	the	Arab	
region,	for	inclusive	public	service	delivery	and	
policy	formula#on.
•  The	ever-increasing	usage	rates	and	the	crea#ve	
adop#on	of	social	media	in	the	Arab	region	
during	recent	pressing	social,	economic	and	
poli#cal	transforma#ons	have	opened	new	
horizons	for	mul#faceted	innova#ons	by	
individuals	and	government	en##es.	These	
reali#es	have	also	unleashed	new	societal	trends	
by	different	forces	in	Arab	socie#es.	Social	media	
technologies	today	seem	increasingly	promising	
as	key	enablers	of	more	inclusive	service	design	
and	delivery	through	ci#zen	engagement	in	the	
Arab	region.
Social	Media	and	Ci#zen	
Engagement	
in	the	Arab	Region
•  Overall	previous	studies	argue	that	
percep#ons	about	the	use	of	social	media	
were	posi#ve	–	55%	of	respondents	said	they	
strongly	support	the	use	of	social	media	by	
government	for	the	design	and	delivery	of	
public	services.	Respondents	had	high	
expecta#ons	of	the	benefits	of	using	social	
media	for	ci#zen	engagement	for	the	purpose	
of	improving	service	delivery.
Social	Media,	Informa#on	and	
Feedback	on	Government	Services	
•  A	survey	was	administered	for	this	issue	
measures	public	aUtudes	and	percep#ons	
towards	the	adop#on	of	social	media	by	Arab	
governments	for	the	purpose	of	public	service	
delivery.	Respondents	were	asked	about	their	
usage	of	government	social	media	pages,	their	
percep#ons	of	benefits	and	risks	involve	in	using	
social	media	for	service	delivery,	percep#ons	
towards	possible	improvements	in	government’s	
use	of	social	media,	and	government	and	civic	
social	media	prac#ces.
Social	Media,	Informa#on	and	
Feedback	on	Government	Services
Feedback	to	the	government	on	
service	delivery
Frequency	of	Visits	to	Government	
Social	Media	Pages
Primary	use	of	government	social	
media	pages
Using	personal	social	media	accounts	
to	discuss	government	services
Regional	Readiness	for	U#lizing	
Social	Media	
in	Public	Service	Design	and	Delivery
What	are	the	Benefits?	
•  Overall,	the	posi#ve	percep#ons	of	the	value	
of	using	social	media	in	service	design	and	
delivery	are	shared	across	the	Arab	countries	.	
Breaking	down	responses	by	interna#onal	
classifica#ons	for	country	income	showed	
liLle	difference	in	the	percentage	of	
respondents	who	had	very	op#mis#c	views	of	
social	media’s	benefit.
Direct	or	short-term	benefits	of	using	social	
media	for	services	design	and	delivery
Indirect	or	long-term	benefits	of	using	social	
media	for	services	design	and	delivery
What	are	the	Risks?	
•  It	is	cri#cized	that	a	general	consciousness	of	the	
risks	associated	with	social	media	
implementa#on.	The	number	one	risk	that	
emerged	was	that	of	ques#onable	validity	of	
informa#on	provided	on	social	network	
pla]orms.	Malicious	content	and	cyber	security	
risks	also	received	concurrence,	reputa#onal	
damage,	informa#on	overload,	nega#ve	ci#zen	
par#cipa#on	and	a	shortage	of	adequately	skilled	
or	trained	government	employees	were	risks.
Risks	of	using	social	media	tools	by	government	
en##es	for	service	design	and	delivery
Government	Accessibility	
•  There	is	a	need	for	government	to	engage	in	
more	construc#ve	conversa#ons	with	ci#zens	
and	then	act	on	the	feedback	and	sugges#ons	
it	receives.
Impact	of	adop#ng	social	media	on	
government	openness	and	accessibility
What	Steps	Should	Arab	
Governments	be	Taking?
What	steps	do	governments	in	the	Arab	region	need	to	take	
to	take	advantage	of	this	opportunity?		
•  	building	capacity	in	social	media	usage	in	service	delivery	
and	design	within	government	as	the	primary	change	
needed	for	successfully	incorpora#ng	social	media	in	
service	design	and	delivery	cycles	by	their	government.	
•  improve	public	awareness	efforts		
•  need	for	access	to	more	social	media	channels.		
•  need	for	a	shi^	in	government	culture	with	regard	to	
social	media	use		
•  transparency	and	openness	in	government	social	media	
prac#ces.		
•  need	for	change	in	governments’	daily	opera#onal	
processes	to	facilitate	ci#zen	engagement	around	services

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