Intervento di Inese Viktorija Grospine – VARAM (Ministry of Environmental Protection and Regional Development of the Republic of Latvia) - Bari, 12 aprile 2019

1. CITADEL
VARAMUSECASE
Inese Viktorija Grospine
Ministry of Environmental Protection
and Regional Development of the
Republic of Latvia

2. Responsible authorities for e-governance
Information society
eGovernment and State
ICT
Public service &
OneStopShop
Ministry of the
Environmental
Protection and
Regional Development
ICT industry
development
Ministry of
Economics
Networks and
Communications
Ministy of
Transport
National IT
security,
CERT
Ministy of
Defence
HR and
Transparent
Government
State Chancellery

3. ARCHITECTURE – reusable components and services
Latvija.lv
27 institutions
Payments*
44 services
Authentication*
46 portals
Official
eAdress
Identification
Payments
Cross-border gateway

4. • Municipal services
• National services (9 instit.)
• Digital service assistance
• Help desk for Portal
Increased service accessibility
Results
Reduced admin. burden €8,2M
Increased digital service uptake
97% clients very satisfied
85 centres
Efficiency:
first sectoral customer centers are being
closed (replaced)
Unified State and Municipal Customer Service centres

5. 2 Level
Administration
13
ministries
Parliamentary
republic
• Legislation central
• Enforcement
central/local
• Services
central/local
Estonia
Lithuania
Russia
Belarus
119
municipalities

6. Digital services for easy living – all essential services accessible digitally
Digital Tax & Customs Procedures
Electronic Business registration
Apply for social benefits (child birth, disability)
Apply for driving exams, change car owner, etc.
Apply for studies in Universities
100% digital Rural support administration
Cultural heritage collections
Citizen initiatives and referendum initiation
Right for digital communication with government
national, municipal and utility services
Enable digital-only mode – activate official eAddress

7. 69%
Citizens interact with
government electronically
Online services take-up results
x2
Citizens applying for e-services
has doubled in 4 years
E-service user
satisfaction level
8,3
58,7%
39,5%

8. • Skilled and equipped citizen
• Involved in service improvement
• One stop shop principle
• Multichannel approach
• Proactive services
• Digital only
• Once only
• ICT infrastructure sharing
• Centralised support platforms
Services
Effective/efficient
institutional
cooperation
Rational ICT infrastructure

9. Future service delivery environment –
personalised and proactive services
9
PROACTIVE
GOVERNMENT
COMBINING HUMAN
and MACHINE
CAPABILITIES
CITIZEN INVOLVEMENT
AND COCREATION
PILOTPROJECTS
AND
PROTOTYPES
CROSS-
BORDER
PROCESSES
FUTURE SERVICE
DELIVERY
ENVIRONMENT
CROSS-SECTORAL PROCESSES FROM
USER PERSPECTIVE

10. 10
Studies & recommendations
• Factors that influence leaving / not using eServices
• Factors that influence co-creation (public & private)
Methodology & Tool for co-creation in PA
• Co-creation process mapped with methods and tools
Cloud based platform & tools
• engagement, feedback, analysis, personalization
This project has received funding from the European Union’s Horizon 2020 research and innovation programme under grant agreement No 726755
citadel-h2020.eu
Projects to support co- creation mainstreaming efforts

11. VARAM use case trajectories
GA 726755 (c) CITADEL Consortium11
Improved public service
delivery channels
Changed VARAM Public
Service Department
processes and mindset
Improved other
institutions’ knowledge
and toolsets

12. #1 Improved public service delivery channels
• Users survey in the portal latvija.lv
• Non-user survey
• Co-creation sessions with portal latvija.lv users
• Testing CITADEL ICT enablers User Assessment and
Intelligent Service Discovery
GA 726755 (c) CITADEL Consortium12

13. Survey Results
GA 726755 (c) CITADEL Consortium13
16%
23%
27%
21%
12%
1 - very easy 2 3 4 5 - very
complicated / didn't
find information or
service
How easy it was for
you to find the
necessary service or
information?
28%
26%
22%
14%
8%
2%
1 - very easy 2 3 4 5 - very
complicated
Didn't use e-
service today
How easy it was for
you to use e-service?

14. Survey Results
GA 726755 (c) CITADEL Consortium14
Would you suggest
latvija.lv to your friends
or acquintances?
Please, write what you
didn’t like about the
portal or what would
you like to improve!
6% 6%
9%
13%
16%
14%
36%
1 - definitely
no
2 3 4 5 6 7 - definitely
yes
• Hard to find information or service
• Complicated structure, no logic
• Technical issues with e-service
• Technical issues with portal
• Didn’t find the result of e-service
• Complicated language, terminology
• Repeated steps
• Too many services/descriptions
• Some services are not available
electronically
• Unnecesary information

15. Co-creation sessions on Aug-Oct 2018
In co-creation with different portal latvija.lv users groups to identify
necessary improvements / changes in the portal, thus improving
public service delivery in Latvia
Co-creation
sessions
⃝ NGOs
⃝ CSCs
⃝ inhabitants
⃝ Businesses
⃝ Computer Science
Students
Analysed
suggestions /
opinions from
participants
After evaluation
users
suggestions
included in
technical
documentation
Introduced
changes in the
portal
15

16. NGO co-creation session
GA 726755 (c) CITADEL Consortium16

17. NGO co-creation session
GA 726755 (c) CITADEL Consortium17
Strategic changes
• More rights to State Regional Develompent agency – supervise also the content of services, not only channel itself
• Connection with other PA data bases/portals – once only principle
More information
• Information about portal for general public
• More open data
Personalized approach
• Personalized information based on user’s profile and previous activities
• Reminders for citizens (about tax payments etc.)
• Proactive service offer based on profile
Improved usability
• Usability in smartphones
• Simpler service descriptions
• Make portal similar to popular websites/portals that are often used (Gmail, State Revenue Service portal etc.)
• Changes in portal’s first page – too much information

18. NGO co-creation session
GA 726755 (c) CITADEL Consortium18

19. GA 726755 (c) CITADEL Consortium19

20. Unified state and municipal customer service centers
session
GA 726755 (c) CITADEL Consortium20

21. Unified state and municipal customer service centers
session
GA 726755 (c) CITADEL Consortium21
Specific requests from client service
• Access to test version of the portal
• Identifiable e-service steps
More focus on usability
• Problems with search functions
• Problems with authentification in the portal
• Usability in smartphones
• Changes in My working space – different title (sounds confusing in Latvian, different structure)
• Personalized working space
• Too much unnecesary information to users
• Feedback options

22. Track 2 Changed VARAM Public Service
Department processes&mindset
• 1st set of interviews – finished mid 2018
• Workshop on Jan 18 2019 –
• ~25 participants from Public Service Department and E-government
department (from ~40)
• Two topics:
• Koen Vervoort «User involvement: theory & practice. A general flow»
• Jonas Breuer «Data protection in the (smart) city»
• Work in groups
GA 726755 (c) CITADEL Consortium22

23. Interviews
Results
• Overall attitude towards citizen involvement and citizen oriented PA is
highly positive
• Lack of practical experience
• Low level of knowledge about co-creation
• Main barriers: habits, fear from direct communication and criticism,
unwillingness to leave comfort zone, limited time,
• Main enablers: management, information exchange, good examples
• Enabling use of e-services: we don’t talk to citizens enough, more
communication with youth, simpler and cheap e-services, once only
principle
• EVLE model can be easily applied to service delivery channel strategy
GA 726755 (c) CITADEL Consortium23

24. GA 726755 (c) CITADEL Consortium24

25. GA 726755 (c) CITADEL Consortium25

26. GA 726755 (c) CITADEL Consortium26

27. Track 3 Improved other institutions’
knowledge and toolsets
• Conference held on January 2019
• Meetings with institutions and ministries –
• Invitation to all ministries. One meeting per 1 ministry + respective
subordinate institutions-main service providers
• Meetings held in March-April
• Topics –
• Their expectations regarding public service delivery, incl.:
• end-user involvement in public service improvement
GA 726755 (c) CITADEL Consortium27

28. Track 3 Improved other institutions’
knowledge and toolsets
GA 726755 (c) CITADEL Consortium28
§ Main activity – conference «COCREATION.
Road to better public services»
ØHeld on January 17, 2019
ØMain presentations:
• William Harmer (Government Digital Service, UK)
Designing end-to-end services in the public sector
• Koen Vervoort Improving processes and services by
co-creation
• Leire Orue-Echevarria about CITADEL approach,
Jonas Breuer about DPIA, local presenters

29. Track 3 Improved other institutions’
knowledge and toolsets
GA 726755 (c) CITADEL Consortium29
Conference «COCREATION. Road to better public
services»
Ø~130 registered participants
Ø~100 attented, ~288 views online
Ø~70 institutions, incl. 9 ministries, several
education institutions, companies and NGOs
See @ http://www.varam.gov.lv/lat/darbibas_veidi/e_parv/citadel_projekts/?doc=26978
Video @ http://www.varam.gov.lv/lat/video_tiesraide/videoarh/?doc=26977
Will Harmer presentation 18:30
Leire presentation 58:11
Koen presentation 1:24:00
Jonas presentation 2:38:10

30. GA 726755 (c) CITADEL Consortium30

31. GA 726755 (c) CITADEL Consortium31

32. GA 726755 (c) CITADEL Consortium32

33. Inese Viktorija Grospine
Ministry of Environmental Protection and Regional
Development of the Republic of Latvia
Inese.Grospine@varam.gov.lv