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Piaia PA 2.0


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Piaia PA 2.0

  1. 1. Public Service 2.0 in Europe Milano 9 th June 2010
  2. 2. Has ICT transformed public services delivery? <ul><li>Public services IT initiatives high on the agenda (eGovernment/ eHealth) </li></ul><ul><ul><li>“ Transforming public services” (2005) </li></ul></ul><ul><ul><li>eHealth Action Plan (2004) </li></ul></ul><ul><ul><li>i2010 Agenda </li></ul></ul><ul><ul><li>Communication on Telemedicine (2008) </li></ul></ul><ul><li>Flagship concepts : user centricity, inclusion, lean process </li></ul><ul><li>Uncertain results in terms of adoption </li></ul><ul><li>An eGovernement 1.0 crisis? </li></ul>
  3. 3. The age of empowerment ? <ul><li>ICT in government has been, so far, a question of automation, web 2.0, thanks to the natural inclination of citizen to results, can help public administration to achieve a genuine user centric service delivery </li></ul><ul><li>Government 2.0 / health 2.0 reflect a new modus operandi in public services delivery following a societal change </li></ul><ul><li>21 st century as the age of empowerment values ( Frissen Huijboom, Millard 2007) </li></ul><ul><li>Malmö Ministerial Declaration on eGovernment of November 2009 introduce important concepts in policy debate on eGovernment. </li></ul><ul><ul><li>empowerment of citizens and businesses, through technologies that involve them in the design and operation of services. </li></ul></ul><ul><ul><li>the maximisation of public value through the joint production of services to the public by governmental, private and civic parties. </li></ul></ul>
  4. 4. A paradigm shift <ul><li>eGovernance 1.0 </li></ul><ul><li>Technology: internet portals, web-sites, email, SMS, simple online discussion </li></ul><ul><li>ICT in government now mainstream….but </li></ul><ul><ul><li>Many successes but also many (costly) failures AND FAILURE IS A MISTAKE </li></ul></ul><ul><ul><li>Expensive </li></ul></ul><ul><ul><li>‘ Black-box’ and government-centric model TOTALLY PLANNED EX ANTE (fixed objectives, fixed evolution) </li></ul></ul><ul><ul><li>Late delivery </li></ul></ul><ul><ul><li>Organisations and mindsets hardly changed since before ICT introduced </li></ul></ul><ul><ul><li>Citizen take-up stalling at 20%-30% </li></ul></ul><ul><li>A ceiling being reached in type and scale of impact? </li></ul><ul><li>eGovernance 2.0 </li></ul><ul><li>Technology: social networking and social software, mobile, mashing up content and services, policy modeling, GRID, cloud and ubiquitous computing, semantic web of data, etc. </li></ul><ul><li>Characteristics: </li></ul><ul><ul><li>Visible aspects: social, professional and policy networking </li></ul></ul><ul><ul><li>Invisible aspects: mashing-up content and services </li></ul></ul><ul><ul><li>Small investment/ short term development </li></ul></ul><ul><ul><li>Fully ‘open’ and user-driven governance: contents, services, policies (for those who CAN) </li></ul></ul><ul><ul><li>Flexible o pen sourced and draws on many partners and inputs </li></ul></ul><ul><ul><li>Failure is part of the process/ continuous evolution </li></ul></ul><ul><ul><li>Blurring of roles and mandates </li></ul></ul><ul><ul><li>BUT, governments VERY slow -- others taking the lead </li></ul></ul>
  5. 5. Control vs Emergence 2.0 can enable an eGovernment based on everyday technologies
  6. 6. People engagement
  7. 7. Easing communication with citizen through visualization
  8. 8. Where has it an impact ?
  9. 9. Change the procurement process
  10. 10. It’s not just about complaining
  11. 11. More time for core activities <ul><li>Existing 2.0 features and use: </li></ul><ul><ul><li>Patients in AC therapy or with diabetes can contribute with data and receive advice </li></ul></ul><ul><ul><li>Upon identification, the most recent data from different sources are highlighted for the citizens (called Mit Sundhedsoverblik, My Health at a glance) </li></ul></ul><ul><ul><li>Patient to patient dialogue – connecting patients coping with similar issues – 2nd version platform launched soon </li></ul></ul><ul><li>Plans for further 2.0 development (2010-2012): </li></ul><ul><ul><li>More patient-to-patient dialogue </li></ul></ul><ul><ul><li>Extended opportunities for the citizens to comment and add data to their own records etc. </li></ul></ul><ul><ul><li>Providing as content for other platforms. </li></ul></ul><ul><ul><li>Telemedicine </li></ul></ul><ul><ul><li>Enabling access from mobile phones </li></ul></ul>
  12. 12. 2.0 is not the solution for everything <ul><li>Government wont disappear </li></ul><ul><li>Balance between the two approaches </li></ul><ul><li>2.0 in public services is still at its infancy </li></ul><ul><ul><li>Proactive users are a smaller percentage </li></ul></ul><ul><ul><li>Participation is low </li></ul></ul><ul><ul><li>Dangers that can be envisaged </li></ul></ul><ul><ul><ul><li>Web 2.0 is human capital intensive: costs inefficiencies </li></ul></ul></ul><ul><ul><ul><li>Institutional credibility can be undermined </li></ul></ul></ul><ul><ul><ul><li>Increased exclusion </li></ul></ul></ul><ul><ul><ul><li>Populism “the winning truth” </li></ul></ul></ul><ul><li>Privacy concerns that should be addressed </li></ul>
  13. 13. But it is worth trying <ul><li>Key success factors </li></ul><ul><ul><li>Broadband! </li></ul></ul><ul><ul><li>Open data </li></ul></ul><ul><ul><li>Start with back office: enable team working attitude and empower civil servants </li></ul></ul><ul><ul><li>Collaboration with the civil society </li></ul></ul><ul><ul><li>Think at governance, but use soft power </li></ul></ul><ul><ul><li>Avoid launching big and expensive 2.0 project </li></ul></ul>
  14. 14. Change attitude!
  15. 15. IDC Health Insights Community <ul><ul><li>Community Goal: </li></ul></ul><ul><ul><li>To create a forum for IT and business professionals to discuss technology issues within the context of their business </li></ul></ul><ul><ul><li>Features Include: </li></ul></ul><ul><ul><li>Networking – Invite, Find and Interact with Analysts and Other Members </li></ul></ul><ul><ul><li>Global Analyst Blogs and Videos </li></ul></ul><ul><ul><li>Discussion Forums </li></ul></ul><ul><ul><li>Live Chat </li></ul></ul><ul><ul><li>Polls </li></ul></ul><ul><ul><li>Events Calendar </li></ul></ul><ul><ul><li>Resource Library/ Complimentary Research </li></ul></ul>
  16. 16. Questions Silvia Piai Sr. Research Analyst [email_address] Join me & your peers in the conversations in our IDC Health Insights Community