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

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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.

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  • 1. 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
  • 2. Historical Sweep <ul><li>eEurope policy – An information society for all </li></ul><ul><ul><li>2002: Getting governments online </li></ul></ul><ul><ul><li>2005: Broadband roll-out </li></ul></ul><ul><li>i2010 policy (2006-2010) – Openness and Standards </li></ul><ul><ul><li>Single European information space </li></ul></ul><ul><ul><li>Innovation and investments in ICT research </li></ul></ul><ul><ul><li>Inclusion, better public services and quality of life </li></ul></ul>
  • 3. Sophisticating E-services <ul><li>Online One-way Two-way </li></ul><ul><li>Transactional Personalised Proactive Automatic </li></ul><ul><li>What’s next? </li></ul>
  • 4. Europe’s Frontrunners <ul><li>7th EU27+ 2007 benchmarking (31 countries) </li></ul><ul><ul><li>76% of EU27+ services are transactional </li></ul></ul><ul><ul><li>Two-way interaction is the norm </li></ul></ul><ul><ul><li>56% of services are available online </li></ul></ul><ul><li>Case 1 – Austria (100% availability – 99% sophistication) </li></ul><ul><ul><li>open standards strategy </li></ul></ul><ul><li>Case 2 – Horeca1 – Amsterdam, the Netherlands </li></ul><ul><ul><li>Re-structuring available information </li></ul></ul><ul><li>Local government champions – 1000 cases on epractice.eu </li></ul>
  • 5. Maurice Van Erven Horeca1, City of Amsterdam <ul><li>“ It is important to spend a considerable time in knowledge transfer, training and explaining. Make your project their project.” </li></ul>
  • 6.  
  • 7.  
  • 8. The User Gap <ul><li>Online services are still used by a minority </li></ul><ul><ul><li>22% in EU25 obtained eGov web information and </li></ul></ul><ul><ul><li>6% used two-way services (Eurostat, 2005) </li></ul></ul><ul><li>User centricity scores are very low </li></ul><ul><ul><li>Bulgaria, Norway and Austria > 30% (EU 2007) </li></ul></ul><ul><ul><li>4% access portals through front door (Brown 2007) </li></ul></ul><ul><li>12 EU27+ countries report high user satisfaction </li></ul><ul><ul><li>No common approach exists (EU 2007) </li></ul></ul>
  • 9. Tony, UK Typical user <ul><li>“ I am in charge” </li></ul>
  • 10.  
  • 11. Three Trend “Drivers” <ul><li>Face-to-face </li></ul><ul><ul><li>The most intense way we communicate (in public) </li></ul></ul><ul><li>Trust </li></ul><ul><ul><li>in government </li></ul></ul><ul><ul><li>in citizens </li></ul></ul><ul><li>Peer to Peer </li></ul><ul><ul><li>Networks, technologies or people share resources </li></ul></ul><ul><ul><li>Defy authoritarian and centralised structures </li></ul></ul><ul><ul><li>Based on open standards </li></ul></ul>
  • 12. Trust Is The Differentiator <ul><li>Citizen Centric eGovernment survey (EU, 2007) </li></ul><ul><ul><li>If citizens trust government and if government trusts citizens, investments are more efficient (Scandinavia and Estonia) </li></ul></ul><ul><ul><li>Constant customer focus monitor needs </li></ul></ul><ul><ul><li>Flexible design </li></ul></ul><ul><li>Trust is &quot;hard to build, easy to destroy” </li></ul><ul><li>Trust is a path, not a one-off achievement </li></ul>
  • 13. Future “E-service” Paradigms <ul><li>Ad-hoc </li></ul><ul><ul><li>Top down (a problem must be solved) </li></ul></ul><ul><ul><ul><li>10 costly “energy actions” to save the planet </li></ul></ul></ul><ul><ul><li>On demand (something a constituency wants) </li></ul></ul><ul><ul><ul><li>“ 24h feedback guarantee from government” </li></ul></ul></ul><ul><li>Targeted </li></ul><ul><ul><li>High pain areas (queues, $, frustration) </li></ul></ul><ul><ul><li>Towards specific groups (fly-fishing tourists, terrorists) </li></ul></ul><ul><li>Distributed </li></ul><ul><ul><li>P2P (private sector, users, volunteers) </li></ul></ul><ul><ul><li>F2F Intermediaries (family, agents, freelancers) </li></ul></ul>
  • 14. Best Practice in E-services? <ul><li>Start with a visionary idea </li></ul><ul><ul><li>Consider policy context </li></ul></ul><ul><ul><li>Consult best practice – readjust </li></ul></ul><ul><ul><li>Achieve buy-in top-down and bottom-up </li></ul></ul><ul><li>Design your solution as simple and open as possible </li></ul><ul><li>Use metrics – but not too many </li></ul><ul><li>Gain momentum – withstand criticism </li></ul><ul><li>Ensure sustainability </li></ul>
  • 15. Conclusion <ul><li>Openness pays off </li></ul><ul><li>Metrics can help </li></ul><ul><li>People matter more than technology </li></ul><ul><li>Public services are on-demand (or, they won’t exist) </li></ul>
  • 16. References <ul><li>ePractice.eu http://www. epractice . eu </li></ul><ul><li>2007 European Ministerial Declaration on eGovernment http://www. epractice . eu /document/3928 </li></ul><ul><li>The five 2007 European eGovernment Award winners http://www. epractice . eu /document/3917 </li></ul><ul><li>7th EU27+ benchmarking report (2007) http://www. epractice . eu /document/3929 </li></ul><ul><li>Taking stock of eGovernment from 2005 to 2007 (in EU27+) http://www. epractice . eu /document/3927 </li></ul><ul><li>EU27+ National Progress report </li></ul><ul><li>http://www. epractice . eu /document/3915 </li></ul><ul><li>eGovernment in the European Commission http:// ec . europa . eu / egovernment </li></ul><ul><li>Economist e-readiness 2007 survey http://www. eiu .com/site_info.asp?info_name= eiu _2007_e_readiness_rankings& rf =0 </li></ul>

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