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Which e-government services are Macedonian citizens asking for?

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  • 1. Foundation for Internet and Society Which e-government services are Macedonian citizens asking for? Filip Stojanovski Metamorphosis Foundation October 23, 2013, Skopje, Macedonia www.metamorphosis.org.mk
  • 2. Vox Populi Sources •Literature review •Limited scope survey •Overview of citizen demands voiced via • Blogs • Comments on forums and aggregator Ping.mk • Social networks: Facebook and Twitter
  • 3. E-gov development focus in the past “The research identified that—so far—the state authorities in the Western Balkan countries worked more proactively and showed significant interest in developing eGovernment services from the income generating cluster, while showing less initiative in developing e-services focused on the needs of the individual citizens.” - Roadmap for Inclusive eGovernment in the Western Balkans: Building e-Services Accessible to All (2008) (See also research on sophistication of e-gov services by Gushev, Spasov and Armenski)
  • 4. A sample of citizens demands (quotes from the survey)
  • 5. Citizen Demand: Transparency „... доволно ќе биде ако доследно го почитуваат законот за транспарентност и пристап до информации. Значи, сè што е веќе во законот и стандардите за транспарентност...“ “…it shall be enough if they consistently respect the laws on transparency and access to information. Meaning, to implement everything that’s already in the laws and transparency standards…”
  • 6. Citizens Demand: Open Data “Site javni vladini podatoci da bidat dostapni vo nekoj strukturiran format, kako JSON, XML, etc. Potoa samoto opstestvo besplatno kje napravi raznorazni servisi.” “All government’s public data should be available in some structured format, like JSON, XML, etc. Then the society will make various services for free on its own.” – an IT expert/developer
  • 7. Citizen Demand: e-Health ‘Regarding healthcare. To be able to schedule doctor’s appointments [online]’
  • 8. Citizen Demand: Personalization, Interaction „…би сакал да постои... персонализиран интерфејс преку кој ќе барам документи… од државните институции... Би било одлично доколку се изостават сценаријата во кои одам во МВР да барам документ, а МВР ми бара друг документ како прилог [за кој е одговорна] самата институција на која и се обраќам. Примарно јас би сакал да можам да поднесувам барање за лични документи и да ги добивам користејќи е-сервис вклучително и - објавување промена на место на живеење - пријавување на раѓање нов член во фамилијата - е-сервис за задоволување на барањата што ги има соодветната - институција за даночните обврски - Пријави во полиција - Можност за изразување сопствено мислење како физичко лице во систем што ќе сублимира мислењата на мои сограѓани во соодветна структура …(така што)... оние што управуваат со локалната самоуправа или со централната власт ќе може полесно да ги слушаат мислењата, искуството и потребите на граѓаните “
  • 9. Citizen Demand: Personalization, Interaction „…I would like… a personalized interface to request documents from state institutions… It would be excellent to replace scenarios in which I apply to Ministry of Interior… and then MoI requests supplementing documents from its own jurisdiction. Primarily… - declaration of change of residence - reporting of birth of new family member - e-service regarding tax obligations - reporting to the police - Opportunity to express my opinion as physical person in a system that would sublimate the opinions of my fellow citizens and present them in structured format, enabling decision makers at central and local level to take into account the opinions, experiences and needs of the citizens...“ - IT expert/developer
  • 10. Citizen Demand: Online Registration of.MK Domains „Потоа морав да потрошам цел ден да одам за Скопје во канцелариите на МАРнет... за да го регистрирам домејнот, т.е. името... Дечкото кој ме прими таму беше многу фин. Сепак, во ситуација кога на интернет може да се регистрира домејн со наставката „.com“ од нашето столче доколку имаме кредитна картичка, задолжителното повикување во Скопје за регистрирање на домејн е тотално без врска. Добив информација дека сопствениците на фирмите не треба да одат лично да регистрираат домејн за фирма, ама физичките лица (поединците) мора да одат што е значителен трошок за сите кои не сме од Скопје.“ - граѓанин од Делчево http://zazu.mk/moeto-iskiustvo-so-otvoranjeto-na-ovaa-internet-strana
  • 11. Citizen Demand: Online Registration of.MK Domains „I had to spend a whole day to go to MARNet offices in Skopje to register this domain… The young man who received me was very courteous. Still, when you can register a .com domain online from your chair with a credit card, forcing you to go Skopje to register a .mk domain is totally inappropriate. I was informed that company owners do not have to show up personally to register domains for firms, but physical persons (individuals) have to, which incurs significant additional expenses for all who do not live in Skopje.” - Citizen of Delchevo http://zazu.mk/moeto-iskiustvo-so-otvoranjeto-na-ovaa-internet-strana
  • 12. Civil Sector Initiatives • Examples of attempts to supplement for the lack of e-government services • Key Issues • Political will by authorities • Availability of resources
  • 13. Civil Sector Initiatives Law on Free Access to Information of Public Character (www.spinfo.org.mk) • • • • Enactment Promotion Usage Documenting Monitoring (AKA FOI Act = Freedom of Information Act)
  • 14. Civil Sector Initiatives Transparency of public finances (“Follow the money” sledigiparite.mk) • Data gathered through FOI • Aggregation • Visualization • Making information more accessible to regular citizens
  • 15. Civil Sector Initiatives Air Pollution Monitoring in Skopje (“GreenBox blog” greenbox.com.mk) • EU-funded monitoring station • Web presentation discontinued • Posting photos of display online
  • 16. Conclusion: Citizen Demands • Adding “e-” to all government services affecting citizens’ daily lives • • • C2G: online instead of waiting in lines C2G: financial transactions G2G: automatic data sharing (interoperability) • Transparency and Accountability • • • Availability of all unclassified documents – proactive implementation of FOI law Open data commitments implementation Interaction: systems to voice their needs and receive response from the authorities
  • 17. Conclusion: General Issues • Visibility and Awareness • Inclusion • Languages • People with Disability • Building of Trust • Privacy and Safety www.metamorphosis.org.mk
  • 18. Thank you for your attention! For more information Web: www.metamorphosis.org.mk Twitter: @fmeta @sledigiparite Facebook: metamorphosis.foundation E-mail: info@metamorphosis.org.mk filip@metamorphosis.org.mk