How To Develop Citizen Centric e-Services: A European Perspective
Upcoming SlideShare
Loading in...5
×
 

How To Develop Citizen Centric e-Services: A European Perspective

on

  • 3,970 views

While it is easy to criticize governments for not knowing their citizens well enough, public service delivery is actually quite hard. Sharing best practice is therefore of paramount importance. I gave ...

While it is easy to criticize governments for not knowing their citizens well enough, public service delivery is actually quite hard. Sharing best practice is therefore of paramount importance. I gave this presentation at Strategy Park Local Government in St. Albans, UK on 29 April 2008, at the invite-only event arranged by Management Events Co. UK ltd. They have a fabulous concept, by the way, participants really get engaged...and the wine course afterwards is great, too.

Statistics

Views

Total Views
3,970
Views on SlideShare
3,951
Embed Views
19

Actions

Likes
1
Downloads
137
Comments
1

6 Embeds 19

http://www.slideshare.net 7
http://warehouse-it.blogspot.com 6
http://www.linkedin.com 3
http://translate.googleusercontent.com 1
http://webcache.googleusercontent.com 1
https://www.linkedin.com 1

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel

11 of 1

  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    How To Develop Citizen Centric e-Services: A European Perspective How To Develop Citizen Centric e-Services: A European Perspective Presentation Transcript

    • 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
    • Sophisticating E-services
      • 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
    • 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.”
    •  
    •  
    • 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)
    • Tony, UK Typical user
      • “ 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
    • 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
    • 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)
    • 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
    • Conclusion
      • 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