Conference Programme

International Council for IT in Government Administration (ICA)

50th Annual Conference
13-16 November, 2016, Medellín, Colombia
Sunday, November 13th
Hotel Estelar Milla de Oro – Salón Estelar

14:00 - 14:45

ICA Board Meeting & Programme Committee

Chair: Mr. Toshi Zamma, Chairman, ICA

14:45 - 17:45

ICA 50th Annual Council Meeting & Elections

Chair: Mr. Toshi Zamma, Chairman, ICA

Attendees: Governing Board, Programme Committee, National Representatives and Deputy National Representatives only (no substitutes)

  • Membership Requests for Vote
  • Treasurer Report
  • Elections-to be conducted by life member
  • Mr. Frank McDonough’s, New Publication Presentation, ICA Life Member
Hotel Estelar Milla de Oro – Salón Estelar

17:45 - 18:15

Welcome and information session for new observing countries

Chair: Mr. Larry Caffrey, ICA Treasurer, UK

Botanical Garden (Jardín Botánico Medellín)


Buses depart from hotel

19:30 - 21:30

Welcome Reception Event - Invitation Only

  1. Welcome speech by Mr. Daniel Quintero-Calle, Deputy Minister of IT, Colombia
  2. Welcome speech by Mr. Toshi Zamma, ICA Chair, Special Advisor Ministry of Internal Affairs and Communications, Japan


First bus departing for hotel at 21:30

Dress Code: Smart Casual

Monday, November 14th
Botanical Garden (Jardín Botánico Medellín) – Gran Salón Mutis


Buses depart for the Botanical Garden, meet at the hotel lobby

50th Conference Programme

“Digital Government: Designing for the citizen experience”

Tailoring digital government to improve citizen experience. What can agencies do to entice citizens to access available online government services? Are trust, satisfaction and loyalty the key elements to user experience (UX)? How can systems of engagement promote communication and attract citizens by providing better service access? What are the tools available in succeeding this? How can strategy, policy, and governance enable Digital Government? Creating trust in the virtual world-what are the ways for governments to achieve this? Are yesterday’s as well as today’s failures opening the doors to new solutions?

The role of the CIO in this leading digital transformation is ever evolving. This year’s conference will address tools and methodologies to look ahead and bring forth solutions and experiences to make citizen digital engagement not just an aspiration but a reality.

08:30 - 09:15

Welcome by Mr. Toshi Zamma, ICA Chair, Special Advisor Ministry of Internal Affairs and Communications, Japan
Opening speech by Mr. Daniel Quintero-Calle, Deputy Minister of IT, Colombia

09:15 - 10:40

Session I: Seeking Long-term Trust

A fast forward glance will allow for a preview of what technology may have in store, as well as how society may respond to this technology in the next 10, 20 or 30 years. In this session we will also have the opportunity to travel inside the Government Sector & Services of the future and see what they might or should look like.

Chair: Mr. Toshi Zamma, ICA Chair, Special Advisor Ministry of Internal Affairs and Communications, Japan

Speaker: Mr. Chipp Norcross, VP, Executive and Custom Programs, Singularity University, USA

10:40 - 11:00

Coffee Break

11:00 - 12:30

Session II: Golden Anniversary Session

With the help of our futurist, we have just looked way out into the future together. Now let’s see what we can learn from the past, the present and the immediate future. This session will bring forward a relevant lesson from each of the five decades that ICA has been meeting. Then each participating country at this year’s conference will make a short presentation on their current plans for digital government. Three seasoned ICA delegates will take on the challenge of reacting to what we have heard before we open for a plenary discussion. This will allow delegates to further compare plans and explore the application of lessons from the past fifty years to the immediate future.

Chair: Mr. Peter Bruce, (ICA Past Chair), Senior Assistant Deputy Minister, Strategy Branch, Shared Services Canada


  1. Mr. Larry Caffrey, ICA Treasurer, UK
  2. Mr. Peter Bruce, (ICA Past Chair), Senior Assistant Deputy Minister, Strategy Branch, Shared Services Canada

12:30 - 13:30

Lunch at Botanical Garden - Patio de Azaleas

13:30 - 14:30

Session III: Key elements for UX: Trust, satisfaction and loyalty

Description: D-government studies found that the main reasons that prevent citizens from interacting with the State through electronic means were linked to the lack of pleasurable user experiences (from security issues, to the information delivered to users, through usability and accessibility issues). This is still a great challenge on a global level, from the United Kingdom and its Digital Service Office, to Colombia and its usability labs. This topic includes several aspects ranging from mobile apps to public entities back office.

During this session three concepts will be explored: trust, as the element which attracts users for the first time; satisfaction, as the aspect that fulfils expectations; loyalty as the characteristic that keeps users coming back

Chair: Mr. Daniel Quintero-Calle, Deputy Minister of IT, Colombia


  1. Ms. Cat Drew, Senior Policy Advisor for the Government of UK
14:30 - 15:00 Conference Group Photo
15:00 - 15:15 Coffee Break

15:15 - 16:45

Session IV: Public systems of engagement lead to good UX

Description: In 2014 the Council of OECD recognised that governments around the world have reached a new level of maturity in using ICT. The new level of maturity is characterised by a widespread adoption SMAC-technologies among citizens. The deep and wide penetration of new technologies creates novel ways to engage and empower citizens. OECD recommends that we stop talking about e-government and start talking about digital government as a way to create public value within co-creating eco-systems. But what can governments do to actually achieve this?

One way to approach this question is to focus on the concept of “systems of engagement” which was introduced by Chan Cheow Hoe, Singapore, during the ICA Stockholm conference. The term was coined by Geoff Moore and has been adopted be Forrester Research, IBM, HP among others. Systems of engagement focus on people and on communication. Not on processes, nor on organisational needs.

The starting point for a system of engagement is therefore the user’s experience and the user’s context from the point of view of the user- not from the point of view of any organisation. In this session we will discuss how governments cook a public system of engagements? Three panellists will reflect over different available tools to promote public systems of engagements.

Chair: Dr. Magnus Enzell, Senior Adviser - Ministry of Finance, Sweden


  1. Mr. Cheow Hoe Chan, Government Chief Information Officer/ Deputy Chief Executive, Government Technology Agency of Singapore
  2. Mr. Simone Giacomelli, CIO, Data Commons, Italy
  3. Mr. Mats Snäll, Chief Digital Officer, Lantmäteriet, the Swedish Mapping, Cadaster and Land Registration Authority

17:00 - 19:00

City Tour - bus will depart from the Botanical Garden (optional). Additional bus will be provided for direct return to hotel for those who will not be joining the tour.



Tuesday, November 15th

Botanical Garden (Jardín Botánico Medellín) – Gran Salón Mutis


Buses depart for the Botanical Garden, meet at the hotel lobby

08:30 - 10:15

On this second day, we will reach deeper into the different ways of preparing for the future. We will define the tools as well as their best implementation in order to achieve a positive citizen experience.

Exclusive message from the European Commissioner Andrus Ansip, Vice-President for the Digital Single Market on the occasion of ICA's 50th anniversary conference.

Session V: Enablers for Digital Government

Developing an effective digital government strategy is a significant challenge for government. With the goal to provide an enhanced user experience, digital government is designed to use data in optimizing, transforming and creating services to address needs of citizens. It must be enabled by a foundation of policy and governance that promotes information and data exchange, stakeholder engagement, and collaboration.

Digitally enabled participation and production of services is changing people’s expectations about their relationships with governments. As a result, new public governance approaches are needed to support a shift from governments anticipating citizens’ and business’s needs (citizen-centric approaches) to citizens and businesses determining their own needs and addressing them in partnership with governments (citizen-driven approaches).

Reviewing best-practice approaches adopted by a range of jurisdictions can help. In this session, speakers will cover the topics of strategy, policy, and governance to enable Digital Government and discuss the evolving role of the CIO in leading digital transformation.

Chair: Ms. Marj Akerley, Chief Information Officer, Department of Justice, Canada


  1. Ms. Barbara-Chiara Ubaldi, Senior project manager, Digital Government and Open Data within the Division for Public Sector Reform of the Public Governance and Territorial Development Directorate, OECD
  2. Mr. Yih-Jeou Wang, Head of the Director-General’s Secretariat, Ministry of Finance: Agency for Digitalisation, Denmark
  3. Mr. Mait Heidelberg, Councillor, Ministry of Economic Affairs and Communications, Estonia
  4. Prof.  Doctor Lourino Chemane, ICT adviser, Ministry of Science and Technology, Higher and Technic-Professional Education, Mozambique

10:15 - 10:30

Coffee Break

10:30 - 12:15

Session VI: Applying A.I.D.A.

Over the years we have seen that governments have regularly implemented an e-government program with numerous online government services provided to general public. Often the focus was on the technical aspects, while ignoring marketing aspects such as education, promotion, eventual pricing and the choice of the appropriate distribution channels. Such online e-services got relatively lower usage rate than expected regardless of their great e-service value. This session will propose that governments apply the A.I.D.A. marketing model (Attention, Interest, Desire and Action) to inspire citizens to use online government e-services. The panellists will discuss how Government can get the attention of the citizen for their online services; once they have their attention how to convert this into real interest followed by triggering the desire to use the service and to finally and ultimately actually use it.

Chair: Mr. Hong-Wei Jyan, Director General, Executive Yuan/Department of Cyber Security, Taiwan


  1. Prof. Jean Pierre Auffret, School of Business, George Mason University, USA
  2. Dr. Naiyi Hsiao, Deputy Director, Taiwan E-Governance Research Center (TEG); Associate Professor, Department of Public Administration, National Chengchi University (NCCU), Taiwan
  3. Mr. Osamu Kitagawa, Director for Management, Administrative Management Bureau, Ministry of Internal Affairs and Communications, Japan

12:15 - 13:15

Lunch at Botanical Garden - Patio de Azaleas

13:15 - 15:00

Session VII: Creating a trust environment to accept the virtual world

As Governments gradually move into the virtual world and try to reach the “Digital by Default” status, we see services like eBox, eSafe, eDoc, and eIrchive popping up. At the same time citizens and industry request more control over their own data. Some citizens want OYOD (Own Your Own Data) where others are resisting the virtualization all together. This session will discuss in small groups about how these two worlds can converge. Moreover, how can Government create trust in the virtual world.

Report back will follow.

Chair: Mr. Frank Leyman, ICA Programme Committee Chair, Manager, International Relations FEDICT, Belgium

Introduction: Mr. Frank Leyman, ICA Programme Committee Chair, Manager, International Relations FEDICT, Belgium

Breakout group leaders:

  1. Mr. Vasilis Koulolias, Director of eGovlab, Sweden
  2. Mr. Rogelio Tejada, Chief Information Officer, Office of the President, Mexico
  3. Mr. Joseph Yew, Cluster Director - Justice, Law & Foreign Affairs Cluster, Government Technology Agency of Singapore

15:00 - 15:15

Coffee Break

15:15 - 16:45

Session VIII: Benefits of the open government data – what and where they are

Governments across the globe have at their disposal extensive data resources, which they have used in various government functions. A number of governments have opened their datasets for the use of private businesses which refine the data for various services. It is argued that private companies are able to use data more efficiently than the government organizations and thus the opening of government data is believed to generate significant financial and social benefits. Since the policy of open data is a fairly new concept and phenomenon there are only few evidences and systematic assessments of the benefits of open data. Also the quality of data affects the possible benefits. Evidence from practitioners shows that disclosing data without proper quality control may jeopardize dataset reuse and negatively affect civic participation and business uses. Opening of data will cause costs to a government organization concerned. Reorganising data sets or at least setting up a technical interface for delivering the data. In addition, a number of government’s organisations may have earned considerable revenues by selling their data. Once the data is opened - free of charge – they will lose their revenues and have deficit in their budgets.

The session will focus on the benefits of open data. How can we assess the benefits of open data? Can the government ever get return of its investments of once it has opened their data sets and created technical facilities to do so? What arguments can we provide to the governments’ budget officials that prove the opening of government data as an action worth doing?

Chair: Mr. Juhani Korhonen, ICA Vice-Chair, Ministerial Advisor, Public Sector ICT Ministry of Finance, Finland


  1. Mr. John Messina, CIO, Treasury Board of Canada
  2. Dr. Antti Jakobsson, Chief Engineer, National Land Survey (NLS), Finland
  3. Mr. Dror Margalit, Deputy for technologies, Digital Israel Bureau, Israel
  4. Mr. Cheng-Ming (Ken) Wang, Senior Analyst of National Development Council, Taiwan
19:00 Meet at hotel lobby
19:30 - 22:00

Dinner: La Mayoría Restaurant

Dress Code: Casual

Wednesday, November 16th

Ruta N and CIO Summit


Buses depart for Ruta N, meet at the hotel lobby

09:00 - 11:00

Ruta N

Phase 1 - Problem identification: the main purpose of this workshop’s phase is to evidence the importance of generating empathy with users in order to identify needs that are not obvious. This goes further than just asking citizens about what their needs are. As a case study to be developed during the workshop, participants will work on real problems faced by the city of Medellin.

To begin this exercise a specific problem that affects Medellin’s citizens will be defined followed by a comprehension process using empathy maps. After this process is finished, My Medellin will conduct an innovative open participation exercise that will provide additional information on the issue and a new empathy map will be elaborated. As a conclusion of the exercise the two empathy maps will be contrasted as to show that participative methodologies provide added value when tackling specific issues. By the end of this phase tips will be provided on how to elaborate design exercises focused on user experience and based on open citizen participation. Better and more efficient online system of government services, the Korean government has now adopted a cloud computing system covering the entire government. Up until now, the government has only been running the service as a pilot program and only at the Ministry of the Interior.

11:00 - 11:15

Coffee Break

11:15 - 12:15

Phase 2 - Solution Creation Process: the purpose of this part of the workshop is to recognize that the capacity to create new ideas by the State is limited, which is why collaborative Ideation processes must be conducted.

This phase starts with warming up exercises to stimulate thought fluidity and flexibility followed by an idea generation session developed based on lateral thinking methodologies. Afterwards, ideas generated from the workshop will be contrasted with proposals gathered through My Medellin in order to evidence the variety that can result from open ideation.

The participants in this specific workshop will include all ICA members as well as industry representatives and users, who will be selected according to the problems/issues to be used as case studies during the workshop.

Phase 3 - Idea anatomy: the purpose of this phase is to obtain a series of recommendations from the CIO’s on some of the opportunities identified during the previous phase. In order to do so, the CIO’s will share their experiences related to similar issues to those defined during the workshop.

12:45 - 14:00

Lunch at Botanical Garden - In Situ Restaurant

Botanical Garden (Jardín Botánico Medellín) – Gran Salón Mutis
14:00 - 15:30

Session IX: Conference Roundup

Chair: Mr. Toshi Zamma, ICA Chair, Special Advisor Ministry of Internal Affairs and Communications, Japan

  1. “Growing Digital Dividends – Leveraging Knowledge and Partnerships,” World Bank presentation- Ms. Jane Treadwell, Practice Manager, Transport and ICT Global Practice, World Bank
  2. Rapporteur findings and conclusions- Ms. Martha Dorris, ICA Distinguished Member, Founder of Dorris Consulting International (DCI), USA
  3. Presentation of 51st ICA Conference- Mr. Toshi Zamma, ICA Chair, Special Advisor Ministry of Internal Affairs and Communications, Japan

15:30 - 16:00

Coffee Break

16:00 - 17:30

Session X: Government CIOs respond to local demands– Learning from Failing, Salón Restrepo

This exercise aims to share learned lessons from failure. The session will begin with an opening talk about the importance of embrace failure in an innovation process. Then, a contest of failure experiences will be opened and the rules are simple:

  • Each experience will have 15 minutes.
  • The first 5 to 8 minutes are for telling the story
  • Then the speaker has to explain:
    • What went wrong?
    • What they have learned?
    • What they would do different?
  • The winner will be selected trough public vote.

At the end of the session a networking activity is going to be developed in order to have 30 minutes to go deeper into the lessons learned during the initial presentations.

Chair: Mr. Daniel Quintero-Calle, Deputy Minister of IT, Colombia

Expert: Mr. Rafael Villa, Policy Lab founder and CIO, Colombia


  1. Mr. Francisco García Morán, Chief IT Advisor at European Commission, EU
  2. Ms. Anabela Caetano Pedroso, State Secretary for Justice, Justice Ministry, Portugal
  3. Mr. Jorge Bejarano, Director of IT Standards and Architecture, Colombia


Meet at hotel lobby

20:00 - 23:00

Closing Event: Museum of Antioquia Private Tour & Dinner - Invitation Only

Welcome speech by Mr. David Luna Sánchez, Minister of ICT, Colombia

Dress Code: Formal/cocktail