The CITADEL project aims to understand and transform European public administrations through an open platform. The 3-year, €3.6 million project involves 11 partners across 4 countries. The project seeks to (1) analyze information to improve public agency effectiveness; (2) incentivize co-creation of digital services; and (3) increase citizen participation and experience with services. The CITADEL platform includes tools for service discovery, user assessment, key performance indicator generation, co-creation support, and digital maturity assessment to transform agencies based on citizen feedback. The project is validating its approach with use cases in cities and regions across Europe.

1. Empowering Citizens to Transform
European Public Administrations
Horizon2020 Project “CITADEL” and the relevance
for eGovernment Action Plan 2016 – 2020
Marisa Escalante
(TECNALIA, CITADEL Technical Coordinator)
Bari, 12th April 2019

2. Project Fiche: Key Data
GA 726755 (c) CITADEL Consortium 2
1st October 2016 – 30th September 2019
3,591,431 €
11 partners from 4 European countries

3. Mission
“Understanding and transforming
the landscape of the
European Public Sector”
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4. Project Goal
Explore, monitor and analyse the drivers,
enablers, impact, risks and barriers of open,
innovative and collaborative government across
a diverse terrain of PAs through an open and
scalable platform based on innovative ICTs in
order to understand, transform and improve by
proposing recommendations to enhance the PAs
policies and processes with a view to deliver
effective, inclusive and high quality public
services across Europe.
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5. Motivation and Context
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Source: https://ec.europa.eu/digital-single-market/en/news/infographic-egovernment-action-plan-2016-2020-glance
eGovernment Action Plan 2016 – 2020

6. Motivation and Context
By 2020, public administrations and public institutions in the European
Union should be open, efficient and inclusive, providing
borderless, personalised, user-friendly, end-to-end digital
public services to all citizens and businesses in the EU.
Innovative approaches are used to design and deliver better
services in line with the needs and demands of citizens and businesses.
Public administrations use the opportunities offered by the
new digital environment to facilitate their interactions with
stakeholders and with each other.
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eGovernment Action Plan 2016 – 2020
Source: http://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX:52016DC0179

7. Motivation and Context
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eGovernment Action Plan 2016 – 2020 and Tallinn declaration
Source: http://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX:52016DC0179
Source: http://ec.europa.eu/newsroom/document.cfm?doc_id=47559
§ 7 principles
Digital by default
and user centricity
Trustworthiness
and security
Interoperability
by default
Only once
principle
Openness and
transparency
ALL
IN
Inclusiveness
and accessibility
Cross-border by
default
ALL
IN

8. Project Objectives
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To analyse information to improve the effectiveness and
efficiency of PAs and providing a set of recommendations
To incentivize the co-creation of digital public services
To increase the participation of Citizens by improving
their experience with digital public services.
To facilitate the use of the digital public services
To validate CITADEL ecosystem in local, regional and
national environments

9. CITADEL Approach
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§ Based on “Making Public Services Efficient and
Inclusive”, Hirschman (1970) and Rokkan (1974).
Participation &
Understanding
Entry Voice
Citizen Feedback
Loyalty
Satisfied
Citizens
Understanding the
reasons for citizens
leaving or not using
services
Exit

10. CITADEL Approach
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Understand to transform Co-Create to transform
ICT – Enablers to transform
• Collect information
• Analyse
information
• Recommend
• Identify exact
need
• Team up
• Co-create

11. ICT Enablers – Components
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CITADEL Service
Discovery
KPI Generation CITADEL User
Assessment service
Security
Management
Co-creation
methodology
supporting tool
DIGIMAT
CITADEL
Ecosystem

12. ICT Enablers – CITADEL Service
Discovery
To discover the most suitable set of services for a certain Citizen
based on their available information
Objective
PAs and Citizens
Stakeholders
To facilitate the interoperability between PAs
To enable to find the most suitable services for each citizen.
Added Value
VARAM use case
Use cases

13. ICT Enablers – User Assessment
To provide the means to assess a used service (rating and comments).
To analyse the assessment of the different services by the users (sentiment
analysis)
To provide a GUI to check the analysis of the comments.
Objective
PAs and Citizens
Stakeholders
To provide their comments (Citizens)
To be able to know and analyze the feedback of the citizens in a centralized
way. (PAs)
Added Value
VARAM and Antwerpen use cases
Use cases

14. ICT Enablers – KPI Generation
To convert data to Linked Data, and to calculate Key Performance
Indicators (KPIs) using the Linked Data
To allow generating recommendations and enable PAs to publish data in a
reusable format
Objective
PAs
Stakeholders
To afford PAs to find out why citizens stop using public services
To help PAs to use this information to re-adjust service provision to bring
these citizens back in.
To identify why citizens are not using a given public service.
Added Value
VARAM and Antwerpen use cases
Use cases

15. ICT Enablers – Co-creation
To provide a way to be driven across all the different phases and steps
envisaged as part of the CITADEL co-creation methodology, keeping track
of all the findings along the way
Objective
PAs
Stakeholders
To obtain a customized methodology based on PAs context
To help PAs to Know the process to be followed in a co-creation
methodology
Added Value
Regione Puglia, VARAM and Antwerpen use cases
Use cases

16. ICT Enablers – Security
To provide access and authorization management mechanisms for the
entire ecosystem
To provide security functionalities such as anonymization, encryption to
preserve sensitive and confidential data in the information flows
Objective
PAs and Civil Servants
Stakeholders
To provide secure and trust environments to PAs and the civil servant.
Added Value
Smart working for the Municipality of Bari à Encryption functionality
Use cases

17. ICT Enablers – DIGIMAT
To perform an assessment on the maturity of a Public Administration
with respect to the provision of Digital Services.
To capture information through online questionnaires
To provide a report including numerical and graphical data with
recommendations for improvement.
Objective
PAs
Stakeholders
To know the digital maturity of the PA and obtain the recommendations
to improve this level.
Added Value
Regione Puglia, VARAM and Antwerpen use cases
Use cases

18. Use Cases
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City of Antwerp improvement of
the A-STAD platform's reach by
enforcing 'loyalty' (keeping current
users active) and enhancing 'entry'
(attracting non-users to start using
the platform)
• Local Level
Puglia Region co-design of
public digital services
concerning security, quality
and open data and digital
maturity assessment of
Apulian Public Administration
• Region Level
VARAM (Latvia) improve public
service delivery channels and
public administration’s
knowledge and mind-set
regarding end-users involvement
and providing services in user-
centric manner
• National Level

19. CITADEL Value Chain
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Stakeholders
Public Sector
Who will use CITADEL Who will ultimately benefit
Private
Sector
CitizensPublic
Sector

20. Contact Information
Leire Orue-Echevarria, MBA, PhD, PMP
(TECNALIA)
Leire.Orue-Echevarria@tecnalia.com
+34 664 103 005
www.citadel-h2020.eu
@citadelh2020
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THANK YOU!

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This project has received funding from the European Union’s Horizon 2020
research and innovation programme under grant agreement No 726755