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eGos: eGuidance & eGovernment Services

             A way to meet
      professional citizens’ needs.
Users centricity as key for eGos services



           Mariarosa Di Nubila
              Melius-Italy
What is eGOS? Why and How does it work?
→ eGos is an innovative approach/system/outcome to provide educational
and professional e-Guidance to meet professional EU citizens’ needs,
integrating traditional and new consulting services by ICT and web 2.0 tools:


1.  Increasing and improving employability and social inclusion of all people,
    also those disadvantages.


2.  Supporting public and private bodies in providing high-qualified, updated,
    efficient, effective and personalized services. In line with the Digital Agenda
    for Europe 2020 eGos is a possibility to assess all project testers and
    partners organizations practices towards the Benchmark criteria of
    “Digitizing Public Services in Europe: Putting ambition into action- 9th
    Benchmark Measurement” (December 2010 - Prepared by Capgemini, IDC,
    Rand Europe, Sogeti and DTi for: European Commission, Directorate
    General for Information Society and Media).
→ How? Four levels of eGuidance providing:
1. Self-guidance, 2. Information interview with e-practitioners of
eGos, 3. Educational and professional consulting with e-
practitioner at personal level, 4. Competences assessment and job
support.


→ Where? Three possibilities by using:
1.  WISP www.egos-cip-eu/wisp at home or everywhere with
    Internet connection.
2.  Interactive eG-kiosk in all testers partners areas (Bulgaria,
    Iceland, Italy, Spain, Romania)
3.  eG-Stations at project testers practitioners offices.


eGos Video: http://www.youtube.com/watch?v=u0Ts3CIS2TE
Users centricity is the focus and the base of eGos Services:
A continuous monitoring action during all piloting activities has allowed to assess and update
the eGos services around users requirements.
The cooperation among project users, testers and partners has been fundamental to improve
and enhance the users centricity.

In particular for the level 1 (self-guidance) as gate towards the other more interactive services
(level 2,3,4)



         Users needs and                                 eGos services features:
         requirements,                                   easy-access to a wider
         characteristics,                                range of users with
         possibilities,
                                                         different media litracy,
         difficulties. Social,                           efficient and effective
         cultural, economical,                           for users and providers,
         political environments.                         updated information,
         Media Literacy,                                 high-qualified trained
         eGovernment
                                                         practitioners,…
         broadband level.

                                                                                    Page 4
On the basis of the eGos piloting experiences, some sustainable measures for eServices have
been designed. The eGovernment services can be efficient, effective and co-inclusive:

→ to achieve their users if: 1. its easy access by them is aside from users level of media literacy
and web 2.0 experience or other particular personal details, 2. users’ needs and requirements
can easily be registered, analysed and met, 3. their skills and competences can find challenging
inputs and information to improve and increase any chances of inclusion.

→ to be provided if: 1. its technical features and contents are easily accessible to a wider range
of users, 2. they are available to meet all potential needs and requirements of their target
groups and final beneficiaries, 3. if the interaction between services and users is a fundamental
input and feedback to improve the services.

The eGos piloting monitoring action (by using questionnaires, interviews, surveys) is being
carried out since April 2010. This assessing way has allowed to set up more than 100
changing interventions on eGos services, in particular related to: graphic layout, contents,
technical details, different tools of the WISP platform in order to answer users conditions and
requirements. At this moment we have piloted this service thanks to 2000 users who have
take part in all e-guidance sessions/levels.
Conclusion:
Any eGovernment service which puts out the challenge to valorise the user centricity as key
for its success has to take into consideration the following pre-conditions:


1.    To have a continuous analysis practise about citizens social, professional, political and
      economical environments in order to keep up with the society changes.
2.    To have a continuous analysis practise about providers social, professional, political and
      economical environments in order to keep up with the society changes and its role inside
      it.
3.    To have a daily monitoring action about its technical and contents details.


The rapidity of any social changes shows how the user-centricity is the only
compass to design, set up and provide an eGovernment service to allow
social inclusion for users, and economical sustainability and transparency
for public bodies.
Thank you for your attention

  Mariarosa Di Nubila, Melius, mdinubila@gmail.com

           Maria Chiara Vita Finzi, Melius,
         mariachiara.vitafinzi@meliusitaly.eu

Melius, eGos Project Management and eGos Pilot leader

                 www.meliusitaly.eu


       For more information: www.egos-cip-eu

                                                        Page 7

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eGos service: users based centricity

  • 1. eGos: eGuidance & eGovernment Services A way to meet professional citizens’ needs. Users centricity as key for eGos services Mariarosa Di Nubila Melius-Italy
  • 2. What is eGOS? Why and How does it work? → eGos is an innovative approach/system/outcome to provide educational and professional e-Guidance to meet professional EU citizens’ needs, integrating traditional and new consulting services by ICT and web 2.0 tools: 1.  Increasing and improving employability and social inclusion of all people, also those disadvantages. 2.  Supporting public and private bodies in providing high-qualified, updated, efficient, effective and personalized services. In line with the Digital Agenda for Europe 2020 eGos is a possibility to assess all project testers and partners organizations practices towards the Benchmark criteria of “Digitizing Public Services in Europe: Putting ambition into action- 9th Benchmark Measurement” (December 2010 - Prepared by Capgemini, IDC, Rand Europe, Sogeti and DTi for: European Commission, Directorate General for Information Society and Media).
  • 3. → How? Four levels of eGuidance providing: 1. Self-guidance, 2. Information interview with e-practitioners of eGos, 3. Educational and professional consulting with e- practitioner at personal level, 4. Competences assessment and job support. → Where? Three possibilities by using: 1.  WISP www.egos-cip-eu/wisp at home or everywhere with Internet connection. 2.  Interactive eG-kiosk in all testers partners areas (Bulgaria, Iceland, Italy, Spain, Romania) 3.  eG-Stations at project testers practitioners offices. eGos Video: http://www.youtube.com/watch?v=u0Ts3CIS2TE
  • 4. Users centricity is the focus and the base of eGos Services: A continuous monitoring action during all piloting activities has allowed to assess and update the eGos services around users requirements. The cooperation among project users, testers and partners has been fundamental to improve and enhance the users centricity. In particular for the level 1 (self-guidance) as gate towards the other more interactive services (level 2,3,4) Users needs and eGos services features: requirements, easy-access to a wider characteristics, range of users with possibilities, different media litracy, difficulties. Social, efficient and effective cultural, economical, for users and providers, political environments. updated information, Media Literacy, high-qualified trained eGovernment practitioners,… broadband level. Page 4
  • 5. On the basis of the eGos piloting experiences, some sustainable measures for eServices have been designed. The eGovernment services can be efficient, effective and co-inclusive: → to achieve their users if: 1. its easy access by them is aside from users level of media literacy and web 2.0 experience or other particular personal details, 2. users’ needs and requirements can easily be registered, analysed and met, 3. their skills and competences can find challenging inputs and information to improve and increase any chances of inclusion. → to be provided if: 1. its technical features and contents are easily accessible to a wider range of users, 2. they are available to meet all potential needs and requirements of their target groups and final beneficiaries, 3. if the interaction between services and users is a fundamental input and feedback to improve the services. The eGos piloting monitoring action (by using questionnaires, interviews, surveys) is being carried out since April 2010. This assessing way has allowed to set up more than 100 changing interventions on eGos services, in particular related to: graphic layout, contents, technical details, different tools of the WISP platform in order to answer users conditions and requirements. At this moment we have piloted this service thanks to 2000 users who have take part in all e-guidance sessions/levels.
  • 6. Conclusion: Any eGovernment service which puts out the challenge to valorise the user centricity as key for its success has to take into consideration the following pre-conditions: 1.  To have a continuous analysis practise about citizens social, professional, political and economical environments in order to keep up with the society changes. 2.  To have a continuous analysis practise about providers social, professional, political and economical environments in order to keep up with the society changes and its role inside it. 3.  To have a daily monitoring action about its technical and contents details. The rapidity of any social changes shows how the user-centricity is the only compass to design, set up and provide an eGovernment service to allow social inclusion for users, and economical sustainability and transparency for public bodies.
  • 7. Thank you for your attention Mariarosa Di Nubila, Melius, mdinubila@gmail.com Maria Chiara Vita Finzi, Melius, mariachiara.vitafinzi@meliusitaly.eu Melius, eGos Project Management and eGos Pilot leader www.meliusitaly.eu For more information: www.egos-cip-eu Page 7