How To Develop Citizen Centric e-Services A European Perspective By Trond Arne Undheim, PhD Strategy Park Local Government, St. Albans, UK, 29 April 2008

Historical Sweep eEurope policy – An information society for all 2002: Getting governments online 2005: Broadband roll-out i2010 policy (2006-2010) – Openness and Standards Single European information space Innovation and investments in ICT research Inclusion, better public services and quality of life

eEurope policy – An information society for all

2002: Getting governments online

2005: Broadband roll-out

i2010 policy (2006-2010) – Openness and Standards

Single European information space

Innovation and investments in ICT research

Inclusion, better public services and quality of life

Sophisticating E-services Online One-way Two-way Transactional Personalised Proactive Automatic What’s next?

Online One-way Two-way

Transactional Personalised Proactive Automatic

What’s next?

Europe’s Frontrunners 7th EU27+ 2007 benchmarking (31 countries) 76% of EU27+ services are transactional Two-way interaction is the norm 56% of services are available online Case 1 – Austria (100% availability – 99% sophistication) open standards strategy Case 2 – Horeca1 – Amsterdam, the Netherlands Re-structuring available information Local government champions – 1000 cases on epractice.eu

7th EU27+ 2007 benchmarking (31 countries)

76% of EU27+ services are transactional

Two-way interaction is the norm

56% of services are available online

Case 1 – Austria (100% availability – 99% sophistication)

open standards strategy

Case 2 – Horeca1 – Amsterdam, the Netherlands

Re-structuring available information

Local government champions – 1000 cases on epractice.eu

Maurice Van Erven Horeca1, City of Amsterdam “ It is important to spend a considerable time in knowledge transfer, training and explaining. Make your project their project.”

“ It is important to spend a considerable time in knowledge transfer, training and explaining. Make your project their project.”

The User Gap Online services are still used by a minority 22% in EU25 obtained eGov web information and 6% used two-way services (Eurostat, 2005) User centricity scores are very low Bulgaria, Norway and Austria > 30% (EU 2007) 4% access portals through front door (Brown 2007) 12 EU27+ countries report high user satisfaction No common approach exists (EU 2007)

Online services are still used by a minority

22% in EU25 obtained eGov web information and

6% used two-way services (Eurostat, 2005)

User centricity scores are very low

Bulgaria, Norway and Austria > 30% (EU 2007)

4% access portals through front door (Brown 2007)

12 EU27+ countries report high user satisfaction

No common approach exists (EU 2007)

Tony, UK Typical user “ I am in charge”

“ I am in charge”

Three Trend “Drivers” Face-to-face The most intense way we communicate (in public) Trust in government in citizens Peer to Peer Networks, technologies or people share resources Defy authoritarian and centralised structures Based on open standards

Face-to-face

The most intense way we communicate (in public)

Trust

in government

in citizens

Peer to Peer

Networks, technologies or people share resources

Defy authoritarian and centralised structures

Based on open standards

Trust Is The Differentiator Citizen Centric eGovernment survey (EU, 2007) If citizens trust government and if government trusts citizens, investments are more efficient (Scandinavia and Estonia) Constant customer focus monitor needs Flexible design Trust is "hard to build, easy to destroy” Trust is a path, not a one-off achievement

Citizen Centric eGovernment survey (EU, 2007)

If citizens trust government and if government trusts citizens, investments are more efficient (Scandinavia and Estonia)

Constant customer focus monitor needs

Flexible design

Trust is "hard to build, easy to destroy”

Trust is a path, not a one-off achievement

Future “E-service” Paradigms Ad-hoc Top down (a problem must be solved) 10 costly “energy actions” to save the planet On demand (something a constituency wants) “ 24h feedback guarantee from government” Targeted High pain areas (queues, $, frustration) Towards specific groups (fly-fishing tourists, terrorists) Distributed P2P (private sector, users, volunteers) F2F Intermediaries (family, agents, freelancers)

Ad-hoc

Top down (a problem must be solved)

10 costly “energy actions” to save the planet

On demand (something a constituency wants)

“ 24h feedback guarantee from government”

Targeted

High pain areas (queues, $, frustration)

Towards specific groups (fly-fishing tourists, terrorists)

Distributed

P2P (private sector, users, volunteers)

F2F Intermediaries (family, agents, freelancers)

Best Practice in E-services? Start with a visionary idea Consider policy context Consult best practice – readjust Achieve buy-in top-down and bottom-up Design your solution as simple and open as possible Use metrics – but not too many Gain momentum – withstand criticism Ensure sustainability

Start with a visionary idea

Consider policy context

Consult best practice – readjust

Achieve buy-in top-down and bottom-up

Design your solution as simple and open as possible

Use metrics – but not too many

Gain momentum – withstand criticism

Ensure sustainability

Conclusion Openness pays off Metrics can help People matter more than technology Public services are on-demand (or, they won’t exist)

Openness pays off

Metrics can help

People matter more than technology

Public services are on-demand (or, they won’t exist)

References ePractice.eu http://www. epractice . eu 2007 European Ministerial Declaration on eGovernment http://www. epractice . eu /document/3928 The five 2007 European eGovernment Award winners http://www. epractice . eu /document/3917 7th EU27+ benchmarking report (2007) http://www. epractice . eu /document/3929 Taking stock of eGovernment from 2005 to 2007 (in EU27+) http://www. epractice . eu /document/3927 EU27+ National Progress report http://www. epractice . eu /document/3915 eGovernment in the European Commission http:// ec . europa . eu / egovernment Economist e-readiness 2007 survey http://www. eiu .com/site_info.asp?info_name= eiu _2007_e_readiness_rankings& rf =0

ePractice.eu http://www. epractice . eu

2007 European Ministerial Declaration on eGovernment http://www. epractice . eu /document/3928

The five 2007 European eGovernment Award winners http://www. epractice . eu /document/3917

7th EU27+ benchmarking report (2007) http://www. epractice . eu /document/3929

Taking stock of eGovernment from 2005 to 2007 (in EU27+) http://www. epractice . eu /document/3927

EU27+ National Progress report

http://www. epractice . eu /document/3915

eGovernment in the European Commission http:// ec . europa . eu / egovernment

Economist e-readiness 2007 survey http://www. eiu .com/site_info.asp?info_name= eiu _2007_e_readiness_rankings& rf =0