0
Morten Meyerhoff Nielsen
Nationaal Congres Digitale Overheid, Amsterdam (NL)
14-15 May 2014
SPEAKING DANISH IN THE NETHERL...
THE BACKGROUND
GOALS AND DILEMMAS TODAY
GOVERNANCE
Users as citizens, entrepreneurs, and voters
Dilemma: Balance between interests and tr...
70
75
80
85
90
95
100
105
95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10
70
75
80
85
90
95
100
105
Export market share Wa...
1,49 1,56
0,67
0,30
0,60
1,34
1,41
2,31
3,79
3,87
4,24
0,00
0,50
1,00
1,50
2,00
2,50
3,00
3,50
4,00
4,50
5,00
5,50
6,00
On...
THE CONUNDRUM
OUTLINING A CONUNDRUM
83%
91%
82%
85%
83%
50%
66%
95%
92%
82%
79%
75%
53%
57%
79%
72%
42%
41%
37%
25%
21%
0% 10% 20% 30% 4...
• Denmark (pop. c. 5.600.000)
• 20+ national ministries
• 5 regions (pop. av. 1.100.000)
• 98 municipalities (pop. av. 55....
Danish Regions
(5 regions)
Management
committee of
Danish Regions
Local Government
Denmark
(98 municipalities)
Management
...
THE SOLUTION
Contributes to the implementation of
sound economic policies through:
• Public sector innovation through ICT
• Improving e...
10 YEARS OF eGOVERMENT STRATEGY
THE eGOVERNMENT STRATEGY
THREE MAIN TRACKS FOCUS ON KEY DANISH CHALLENGES
TARGETED FOCUS
DIGITAL COMMUNICATION AND eSERVICES
Legislation, channel-
strategy, communication
ensure volume
User-friend...
ALL ROADS LEAD TO ACTION - INTEGRATION
Between different government departments or agencies including non-governmental
act...
WELL-FUNCTIONING AND USER-FRIENDLY
SERVICES
Requirements incl.:
• Short and precise formulations – no
thanks to ”burocrath...
REMEMBER AGILE DEVELOPMETN, USER-
INVOLVEMENT AND TEST
Source: Andy Williamson and Morten Meyerhoff Nielsen (2013) www.dem...
INSTITUTIONAL ASPECTS
STS and strategy committees, Agency for
Digitisation, cross-organisational initiatives
in consultati...
CONTRIBUTING TO INFRASTRUCTURE
UNIQUE IDENTIFIERS AND INDENTITY MANAGEMENT
Personal ID/CPR since 1968. Cooperation with th...
SERVICE DEVELOPMENT
DEVELOPMENT APPROACH
Business case, user-centric,
private sector inspired, testing,
participatory desi...
CONCLUSIONS
• Do not reinvent the wheel, ie cross-
governmental cooperation and reuse
makes is at the core of success.
• F...
Morten Meyerhoff Nielsen
Mobile: +45 4078 7065
Mail: meyer@digst.dk
LinkedIn: mortenmeyerhoff
Twitter: @mortenmeyerhoff
Da...
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  1. 1. Morten Meyerhoff Nielsen Nationaal Congres Digitale Overheid, Amsterdam (NL) 14-15 May 2014 SPEAKING DANISH IN THE NETHERLANDS: What can we learn from the Danish experience?
  2. 2. THE BACKGROUND
  3. 3. GOALS AND DILEMMAS TODAY GOVERNANCE Users as citizens, entrepreneurs, and voters Dilemma: Balance between interests and transparency EFFICIENCY Users pay tax Dilemma: ’More for less’ EFFECTIVENESS Users as consumers Dilemma: Public sector can’t choose its customers
  4. 4. 70 75 80 85 90 95 100 105 95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 70 75 80 85 90 95 100 105 Export market share Wage competitiveness Index (1995=100) Index (1995=100) Denmark has lost wage competitiveness and lost market shares since 2000 0,0 1,0 2,0 3,0 4,0 5,0 KOR POL CHI USA FIN SWE JPN UK NLD DEU ESP FRA NOR DNK BEL ITA 0,0 1,0 2,0 3,0 4,0 5,0 Pct. Pct. Yearly productivity growth since 2000 in Denmark and selected countries Source: OECD, Statistics Denmark and calculations from the Ministry of Finance, Denmark: WEAK COMPETITIVENESS & PRODUCTIVITY GROWTH
  5. 5. 1,49 1,56 0,67 0,30 0,60 1,34 1,41 2,31 3,79 3,87 4,24 0,00 0,50 1,00 1,50 2,00 2,50 3,00 3,50 4,00 4,50 5,00 5,50 6,00 Online service (automated) Online service (manual) Telephone Electronic post Post In person Fixed costs in € (estimate) Variable cost in € (incl work hours) DANISH STUDIES SHOW THAT • 85% of Danes want to serve themselves online, as long as the solutions are user-friendly • 10-15% of the citizen service takes place digitally Studies also show that average € cost of service provision is: Source: KL, 2011. € 1 equal to DKK 7.44 on 30/11/2011
  6. 6. THE CONUNDRUM
  7. 7. OUTLINING A CONUNDRUM 83% 91% 82% 85% 83% 50% 66% 95% 92% 82% 79% 75% 53% 57% 79% 72% 42% 41% 37% 25% 21% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Household internet connection Internet use in the last week (all individuals) Online banking Interact with public administration Obtain information Download forms Complete eServiceEU28 NL DK Source: Eurostat 2014
  8. 8. • Denmark (pop. c. 5.600.000) • 20+ national ministries • 5 regions (pop. av. 1.100.000) • 98 municipalities (pop. av. 55.000) • Discretion to set taxes • Municipalities and regions responsible for 75% of public consumption incl. health care (regions), elderly care, primary schools and child care (municipalities) • State (central) primarily responsible for public services incl. police, defence and railroad services LEVELS OF GOVERNMENT
  9. 9. Danish Regions (5 regions) Management committee of Danish Regions Local Government Denmark (98 municipalities) Management committee of LGDK STAKEHOLDERS Central government (23 ministries) DIGST / Ministry of Finance CENTRAL REGIONAL LOCAL Region Region Region Region Region Danish Regions Municipality Municipality Municipality Municipality Municipality LGDK Ministry Ministry Ministry Ministry Ministry DIGST / MF
  10. 10. THE SOLUTION
  11. 11. Contributes to the implementation of sound economic policies through: • Public sector innovation through ICT • Improving efficiency and effectiveness • Ensure outcomes of eGov. implementation Takes full responsibility of initiatives from idea to outcomes MISSION AND VISION
  12. 12. 10 YEARS OF eGOVERMENT STRATEGY
  13. 13. THE eGOVERNMENT STRATEGY THREE MAIN TRACKS FOCUS ON KEY DANISH CHALLENGES
  14. 14. TARGETED FOCUS DIGITAL COMMUNICATION AND eSERVICES Legislation, channel- strategy, communication ensure volume User-friendliness underpin choice and volume incentive to invest in eServices eServices volume of information request ROI volume
  15. 15. ALL ROADS LEAD TO ACTION - INTEGRATION Between different government departments or agencies including non-governmental actors such as companies in the private sector (in PPPs), and NGOs in the third sector, e.g. integration of multiple governmental functions in one place or between places at the same level (cross-border). Traditional, compartmentalised, bureaucratic government Between government levels: • international • national/federal • regional • local • community e.g. integration of single government functions like administration, health, education, etc. Both vertical and horizontal integration = tailored and joined-up government for: - citizens e.g. life events - business e.g. discrete activities - targeted at specific user groups Vertical integration Horizontal integration
  16. 16. WELL-FUNCTIONING AND USER-FRIENDLY SERVICES Requirements incl.: • Short and precise formulations – no thanks to ”burocrathic language” • Logic and intuitiv, graphical design • Access to help • Summary of all entered data before submission • Functions in major browsers • Receipt • Reuse of data and components • WCAG 2.0 AA http://arkitekturguiden.digitaliser.dk/god selvbetjening And what do we do to secure it? • Screening of existing eServices • Status reporting related to mandatory eServices • Development guide for well- functioning eServices • Information and advise to authorities and it-developers • Re-vamped borger.dk • Joint communication, it-skills development and it-assistance https://www.gov.uk/service-manual
  17. 17. REMEMBER AGILE DEVELOPMETN, USER- INVOLVEMENT AND TEST Source: Andy Williamson and Morten Meyerhoff Nielsen (2013) www.democrati.se
  18. 18. INSTITUTIONAL ASPECTS STS and strategy committees, Agency for Digitisation, cross-organisational initiatives in consultation with other national stakeholders. Existence of ICT-promoting mechanisms in different fields, eg national portals borger.dk, virk.dk, sundhed.dk and campaigns ICT-PROMOTION MECHANISMSNATIONAL STRATEGIES Focus on a consistent eGovernment system. Emphasis convenience and efficiency and effectiveness and key infrastructure and components (eg standards, eIDs, Single-Sign-on), platforms and platforms (eg portals) PERSONAL INFORMATION Protection by laws and the Data Protection Agency. Trust in agencies DECENTRALISATION OF GOVERNMENT AUTHORITY Highly advanced, also in budgetary aspects POLICY-MAKING PROCESS Consensus/mixed top-down and bottom-up INCENTIVE POLICIES Clear incentives and semi- mandatory measures
  19. 19. CONTRIBUTING TO INFRASTRUCTURE UNIQUE IDENTIFIERS AND INDENTITY MANAGEMENT Personal ID/CPR since 1968. Cooperation with the private sector; Corporate ID/CVR in operation; Property ID/BBR in operation DIGITAL SIGNATURE c. 3.7 million active personal - simple three factor authentication digital signature with an ID, password, and keycard Professional/corporate - software based but with simple three factor authentication being developed for roll-out in 2012 Professional/corporate - software based but with simple three factor authentication being developed for roll-out in 2012 NB: Smartphone version mid-2014
  20. 20. SERVICE DEVELOPMENT DEVELOPMENT APPROACH Business case, user-centric, private sector inspired, testing, participatory design SOFTWARE DEVELOPMENT - VENDORS Initiatives taken by Local Government Denmark (KOMBIT /Umbrella projects) for joint development and/or procurement (past KMD set-up and owned by municipalities). Limited competition SYSTEM CONSTRUCTION In-house. Accumulation of know-how In-source expertise, out-source development INFLUENCING FACTORS THE MARKET Demand-pull BUSINESS RELATIONS Cooperation with the private sector ENGAGEMENT High level (c 85% voting rate) RISK ADVERSITY Tendency to try to change risks into
  21. 21. CONCLUSIONS • Do not reinvent the wheel, ie cross- governmental cooperation and reuse makes is at the core of success. • Funnels are good, ie promote online services, personalise the service experience • Feedback loops are essential, ie have a channel strategy and ensure the channels work together
  22. 22. Morten Meyerhoff Nielsen Mobile: +45 4078 7065 Mail: meyer@digst.dk LinkedIn: mortenmeyerhoff Twitter: @mortenmeyerhoff Danish Agency for Digitisation Landgreven 4, Postboks 2193 1017 København K Denmark www.digst.dk, www.borger.dk, http://arkitekturguiden.digitaliser.dk/godselvbetjening FOR MORE INFORMATION
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