Citizenvision 2.0                 New Rules of Engagement                 for Interaction between the                Publi...
Outline"Trends & Developments   15 Years of Public Sector Reform"Engagement Model   Quality, Satisfaction, Participation...
Electronic Government    Aimed at Efficiency and Cost Reduction    Building the Digital Highway:         Digital Access...
Collaborative Governance    Aimed at Quality and Participation    Using the Virtual Infrastructure:         Mobile Tech...
An Inconvenient eTruth    Each Public Organization does its Utmost    However, Insufficient Take Up    Reason: Reinvent...
“Burgerlink” Engagement Model    Merging Public Sector Reform & Civil Society     Innovation    Success Dependent on Mut...
1. Quality Requirements    10 Quality Requirements for Public Performance    Stating Rights of Citizens & Obligations of...
e-Citizen Charter1.    Choice of Channel2.    Transparency Public Sector3.    Overview of Rights and Duties4.    Personali...
2. Citizen Satisfaction    Evaluation by Citizens how 55 Life Events are being served    Actual Experience in Real Conta...
eValuation Criteria    I could choose the contact channel myself    I knew where to apply for information or help    I ...
Priority Matrix Citizen Satisfaction
3. Citizen Participation    Involve Citizens in Improving Service Delivery &     Democratic Policymaking    Mixed Feelin...
Matt Poelmans     Seminar “Putting Social Media to use in Public Administration”                  European Institute of Pu...
Cases eParticipation    Information: Crisis Communication    Agenda Setting: Petitions, European Citizens Initiative   ...
Webcare    Listening to Customers: Answering Questions, Solving     Problems, Collecting Ideas    Goals: Improvement of ...
Process Redesign    The Necessary but Hard Task    Consolidating & Embedding Project    Reversing existing Procedures ...
Citizenvision 2.0New Rules of Engagement:    Channel: Website no longer default Channel, substituted by Platforms for    ...
Collaborative GovernanceCreating a Collaborative Governance Model for:    Reforming Public Sector: Integrating Participat...
Lessons Learnt    Social Media are useful both in the field of     Democratic Engagement and Service Delivery    Social ...
Links       www.pblq.nl   www.citizenvision.nl  www.mattpoelmans.nlwww.twitter.com/burgermatt
Social media conference - Matt Poelmans
Social media conference - Matt Poelmans
Social media conference - Matt Poelmans
Social media conference - Matt Poelmans
Social media conference - Matt Poelmans
Social media conference - Matt Poelmans
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Social media conference - Matt Poelmans

  1. 1. Citizenvision 2.0 New Rules of Engagement for Interaction between the Public Sector and Civil Society Matt Poelmans, The NetherlandsDirector CitizenVision, Senior Advisor PBLQ/HEC, Vice-President Web Accessibility Foundation
  2. 2. Outline"Trends & Developments 15 Years of Public Sector Reform"Engagement Model Quality, Satisfaction, Participation"Citizenvision 2.0 New Rules of Engagement# Collaborative Governance Borderless Cooperation & Sharing
  3. 3. Electronic Government  Aimed at Efficiency and Cost Reduction  Building the Digital Highway:   Digital Access   Electronic Identity   Basic Registers   Secure Networks  Supply Oriented and Focussed on Service Delivery  Citizen as a Passive Consumer
  4. 4. Collaborative Governance  Aimed at Quality and Participation  Using the Virtual Infrastructure:   Mobile Technology   Open Data   Cloud Computing   Social Media  Shift to Demand Orientation and Interaction  Citizen as an Active Co-Producer
  5. 5. An Inconvenient eTruth  Each Public Organization does its Utmost  However, Insufficient Take Up  Reason: Reinventing the Wheel  Lack of Standardization and Cooperation  How to Think & Act from the Citizens Perspective?  Citizen Awareness Requires Paradigm Shift
  6. 6. “Burgerlink” Engagement Model  Merging Public Sector Reform & Civil Society Innovation  Success Dependent on Mutual Benefits  “Burgerlink” 3-step Engagement Model:   Define Quality Requirements   Measure Citizen Satisfaction   Facilitate Citizen Participation
  7. 7. 1. Quality Requirements  10 Quality Requirements for Public Performance  Stating Rights of Citizens & Obligations of Government  Covering Information, Transaction, Participation  Not Mandatory, but Adopted as a Standard  Basis for Measurement of Citizen Satisfaction  Incentive for Business Process Redesign  Translated in 22 languages
  8. 8. e-Citizen Charter1.  Choice of Channel2.  Transparency Public Sector3.  Overview of Rights and Duties4.  Personalised information5.  Convenient Services6.  Comprehensive Procedures7.  Trust & Reliability8.  Considerate Administration9.  Accountability & Benchmarking10.  Involvement & Empowerment
  9. 9. 2. Citizen Satisfaction  Evaluation by Citizens how 55 Life Events are being served  Actual Experience in Real Contacts  e-Citizen Charter as Criterion for Evaluation  Discovers Delivery Chain Deficiencies  Lack of Communication and Coordination  Prority Matrix helps to select Solutions  Customer Journey Mapping to Implement
  10. 10. eValuation Criteria  I could choose the contact channel myself  I knew where to apply for information or help  I was informed about my rights & obligations  I got personalized information  I coud supply my data once  I could track & trace the process  My data were handled confidentially  My complaints & ideas were taken seriously  I could compare & rate the quality of services  I was given alternative solutions to my problem
  11. 11. Priority Matrix Citizen Satisfaction
  12. 12. 3. Citizen Participation  Involve Citizens in Improving Service Delivery & Democratic Policymaking  Mixed Feelings about One-sided (e)Participation  Web 2.0 Tools Promise Better Results  Social Media: LinkedIn, Facebook, Twitter, ...........  Participation Ladder vs Participation Platform
  13. 13. Matt Poelmans Seminar “Putting Social Media to use in Public Administration” European Institute of Public Administration (EIPA)CitizenVision Maastricht, 12-13 December 2011The Netherlands
  14. 14. Cases eParticipation  Information: Crisis Communication  Agenda Setting: Petitions, European Citizens Initiative  Monitoring: Track Your Council  Comparing: Choose Better  Rating: We Evaluate  Getting Support: Webcare  Co-Production: Improve Your Neighborhood  Crowd Sourcing: Breda Tomorrow, Rotterdam Idea  Using Open Data: SensorNet  Communities: Civil Servant 2.0, Citizenlink, Pleio
  15. 15. Webcare  Listening to Customers: Answering Questions, Solving Problems, Collecting Ideas  Goals: Improvement of Service Delivery & Reputation Management  Responsibility: Customer Contact Centre & Information Department  Connect with Self Help Customer Support Fora  Management Formal Complaints & Objections  Best Practices: Job Search(UWV), Customer Care (KLM)
  16. 16. Process Redesign  The Necessary but Hard Task  Consolidating & Embedding Project  Reversing existing Procedures  Introducing Cloudcomputing, New Way of Working  Involving Citizens via Social Media  Solution can be an App!  Citizen is Begin User, not End User
  17. 17. Citizenvision 2.0New Rules of Engagement:  Channel: Website no longer default Channel, substituted by Platforms for permanent Interaction  Information: Apart from Providing Information, Public Sector Data will be Released for New Usage  Transaction: Apart from Delivering Standard Services, Third Parties will Provide Solutions  Participation: One way Initiatives under Conditions set by Government will be supplemented by Interaction initiated by Civil Society  Collaboration: Cross Border Cooperaton & Sharing Information becomes easier via Social Media & Cloud Computing
  18. 18. Collaborative GovernanceCreating a Collaborative Governance Model for:  Reforming Public Sector: Integrating Participative Democracy in Service Delivery & Policy Development  Solving Debt Crisis: Rallying Support for Innovative Change & Austerity Measures  Fighting Against Corruption: Requires Enhancing Transparency & Social Accountability
  19. 19. Lessons Learnt  Social Media are useful both in the field of Democratic Engagement and Service Delivery  Social Media should be used first of all to Listen to society, not to Disseminate information  Professionals like Civil Servants should be trained to accept Citizen’s Views as equally valuable as Expert Opinion
  20. 20. Links www.pblq.nl www.citizenvision.nl www.mattpoelmans.nlwww.twitter.com/burgermatt
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