eParticipation as a prerequisite
for mature eGovernment
Matt Poelmans, MSc.
Director Burgerlink
EDEM09 Conference, 7-8 September 2009, Vienna

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

Citizen =
Asterix

Government = Baron Von Münchhausen
EDEM09 Conference, 7-8 September 2009, Vienna

February 2009 Burgerlink (Citizenlink)
The Hague, The Netherlands

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

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

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

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

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

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

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

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

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

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

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

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