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eParticipation as a prerequisite for mature eGovernment
eParticipation as a prerequisite for mature eGovernment
eParticipation as a prerequisite for mature eGovernment
eParticipation as a prerequisite for mature eGovernment
eParticipation as a prerequisite for mature eGovernment
eParticipation as a prerequisite for mature eGovernment
eParticipation as a prerequisite for mature eGovernment
eParticipation as a prerequisite for mature eGovernment
eParticipation as a prerequisite for mature eGovernment
eParticipation as a prerequisite for mature eGovernment
eParticipation as a prerequisite for mature eGovernment
eParticipation as a prerequisite for mature eGovernment
eParticipation as a prerequisite for mature eGovernment
eParticipation as a prerequisite for mature eGovernment
eParticipation as a prerequisite for mature eGovernment
eParticipation as a prerequisite for mature eGovernment
eParticipation as a prerequisite for mature eGovernment
eParticipation as a prerequisite for mature eGovernment
eParticipation as a prerequisite for mature eGovernment
eParticipation as a prerequisite for mature eGovernment
eParticipation as a prerequisite for mature eGovernment
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eParticipation as a prerequisite for mature eGovernment

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Matt Poelmans, MSc. Director Burgerlink

Matt Poelmans, MSc. Director Burgerlink

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  • 1. eParticipation as a prerequisite for mature eGovernment Matt Poelmans, MSc. Director Burgerlink EDEM09 Conference, 7-8 September 2009, Vienna
  • 2. Today’s Challenge • eGovernment, eDemocracy, eParticipation, eInclusion, eSociety, eCitizen, … • Government 2.0, … • Transform Government (public services, cost reduction, transparency, efficiency, …) • Citizen is the “Missing Link” • Relinking Citizen & Government EDEM09 Conference, 7-8 September 2009, Vienna
  • 3. Citizen = Asterix
  • 4. Government = Baron Von Münchhausen EDEM09 Conference, 7-8 September 2009, Vienna
  • 5. February 2009 Burgerlink (Citizenlink) The Hague, The Netherlands
  • 6. Citizenlink: mission • Initiative of Dutch Government • To Improve Public Performance • By involving Citizens in Innovative Ways • Runs from 2008-2010 • As part of e-Government Strategy & ICTU EDEM09 Conference, 7-8 September 2009, Vienna
  • 7. Powered by ICTU • Status: Public Foundation for Common Funded & Jointly Tendered e-Government Projects • Aim: Design & Develop Basic Infrastructure for Cooperation between all levels of Government • Deliveries: Generic Components and Standards compliant with Dutch Interoperability Framework EDEM09 Conference, 7-8 September 2009, Vienna
  • 8. Citizenlink: tasks • Promote Service Quality (adoption of e-Citizen Charter & Service Quality Code) • Measure Customer Satifaction (based on Life Events & Delivery Chains) • Stimulate Citizen Involvement (development of eParticipation Instruments) EDEM09 Conference, 7-8 September 2009, Vienna
  • 9. e-Citizen Charter • 10 Quality Requirements for Service Delivery • Covering contacts for Information, Transaction, Participation • Not Mandatory but Adopted as a Standard • Basis for Measurement of Citizen Satisfaction • European e-Democracy Award 2007 • Recommended by UN, OESO, CoE, UK Cabinet Office EDEM09 Conference, 7-8 September 2009, Vienna
  • 10. 1. Choice of Channel 2. Transparant Public Sector 3. Overview of Rights & Obligations 4. Personalised information 5. Convenient Services 6. Comprehensive Procedures 7. Trust & Reliability 8. Considerate Administration 9. Accountability & Benchmarking 10. Involvement & Empowerment
  • 11. Service Quality Codes • Concrete Promises about Service Quality • Transparent & Meaningful Requirements • Compensation in case of Non Compliance • Generates external Incentives to support internal Drive for Innovation EDEM09 Conference, 7-8 September 2009, Vienna
  • 12. Citizen Satisfaction • Evaluation by Customers (Citizens and Businesses) how Life Events are being handled • e-Citizen Charter as Criterion for Evaluation • Discovers Delivery Chain Deficiencies and Provides Solutions (Cooperation) • National Survey & Local or Sectoral Implementation EDEM09 Conference, 7-8 September 2009, Vienna
  • 13. satisfaction Sh or t Sh -te C or rm t-t illn 0 1 2 3 4 5 6 7 8 ha er e C ng m ss ha e n g in tra e m Ac ve in ar tiv l 7,3 7,2 fa it iti St mi al s es ar ly ta tin si tu g tua s 7,1 7,1 At ed tio te uc n a 7 nd in Ho tion g 7 ed usi C Em uc ng ha ng pl atio e Le oy n m N 6,9 6,8 of av ot C ho ing D ent -fo ha m r-p ng O e/ edu eat ro e the en ca h fit in r vir tio or inc fam on n ga o m ni me ily-r en za o e t tio r lat n/ pro ed Ap ass pe pl oc rty y ia 6,7 6,7 6,6 6,6 6,6 6,6 St ing tio Sp op fo n ec pi r a ia ng id life events le w R In duc ork un f ni orm ati n o Lo g a al c n ng bu ar -te si e rm ne In s c illn s 6,5 6,5 6,5 6,4 6,4 6,4 St ide es ar nt tin re Vi s g/ p ct cl or im os t/c S in om ta g f a pla f bu in W si t or Lo ne ki n ss ng g- Satisfaction Scores for Life Events 6,3 6,3 6,3 6,2 6,2 w term Fin ith e 6 a tra di ve sa l bi lit y To 5,7 5,7 ta l 6,7
  • 14. Priority Matrix e-Citizen Charter Requirements 4,2 High Satisfiers: Keep / Reduce Costs Satisfiers: Keep / Communicate 4 Trust & Reliability 3,8 Transparent Public Sector Personalised Information Choice of Convenient Channel Services Satisfaction Rate 3,6 Average Satisfaction Considerate 3,4 Administration Overview of Rights & Duties Transparent Public Sector 3,2 Accountability & Benchmarking Involvement & Empowerment 3 Low Dissatisfiers: Lower Priority Dissatisfiers: Invest / Improve 2,8 0 10 20 30 40 50 60 70 80 90 100 Important Very Important Essential Relative Importance
  • 15. eParticipation • Involving Citizens by Improvement of Service Delivery, Democracy and Inclusion • Exchange of Knowledge & Development of Tools • Take Up of 5 specific Initiatives (Web 2.0) • Annual eParticipation Award EDEM09 Conference, 7-8 September 2009, Vienna
  • 16. Citizenlink Performance Incentive • Adopt e-Citizen Charter (City Council) • Publish Quality Code (Executive Board) • Measure Citizen Satisfaction (Departments) • Involve Customers (Citizens) • Account annualy for Improvements (Mayor) EDEM09 Conference, 7-8 September 2009, Vienna
  • 17. Burgerlink (ICTU) Office Wilhelmina van Pruisenweg 104 2595 AN The Hague, Netherlands Mail PO Box 84011, 2508 AA The Hague Phone +31708887868 SMS +31618307828 E-mail info@burgerlink.nl Web www.burgerlink.nl Twitter www.twitter.com/Burgerlink EDEM09 Conference, 7-8 September 2009, Vienna

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