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How To Develop Citizen Centric e-Services: A European Perspective
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Desc: 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.
Slideshow Transcript
- Slide 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 www.managementevents.com
- Slide 2: Historical Sweep • eEurope policy – An information society for all - 2002: Getting governments online - 2005: Broadband roll-out • i2010 policy (2006-2010) – Openness and Standards - Single European information space - Innovation and investments in ICT research - Inclusion, better public services and quality of life www.managementevents.com
- Slide 3: Sophisticating E-services • Online One-way Two-way • Transactional Personalised Proactive Automatic • What’s next? www.managementevents.com
- Slide 4: Europe’s Frontrunners • 7th EU27+ 2007 benchmarking (31 countries) - 76% of EU27+ services are transactional - Two-way interaction is the norm - 56% of services are available online • Case 1 – Austria (100% availability – 99% sophistication) - open standards strategy • Case 2 – Horeca1 – Amsterdam, the Netherlands - Re-structuring available information Local government champions – 1000 cases on epractice.eu www.managementevents.com
- Slide 5: Maurice Van Erven Horeca1, City of Amsterdam “It is important to spend a considerable time in knowledge transfer, training and explaining. Make your project their project.” www.managementevents.com
- Slide 7: A 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% us t S ria lo ve ni a M www.managementevents.com al U t n i Po a te r d tug K al in gd om Fr an S ce w ed en E st on i N a or w G ay er m an y Online sophistication N S e t pa h e in rla nd Fi s nl an B d el gi D um en m Fully availability ar k Ita C z e Ir ly ch ela R nd ep ub H l ic Online soph
- Slide 8: The User Gap • Online services are still used by a minority - 22% in EU25 obtained eGov web information and - 6% used two-way services (Eurostat, 2005) • User centricity scores are very low - Bulgaria, Norway and Austria > 30% (EU 2007) - 4% access portals through front door (Brown 2007) • 12 EU27+ countries report high user satisfaction - No common approach exists (EU 2007) www.managementevents.com
- Slide 9: Tony, UK Typical user “I am in charge” www.managementevents.com
- Slide 10: B ul 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% ga r N ia or w A ay N u e t str www.managementevents.com h e ia rla nd S lo s ve ni a M al t Fr a an c Ic e el a E nd st on Fi ia nl a P nd or tu ga Ire l U la ni nd te d Ita K in ly gd S om w ed B en el gi User Centricity um S C D pai ze e n n ch m R ark ep ub l ic Average of La
- Slide 11: Three Trend “Drivers” • Face-to-face - The most intense way we communicate (in public) • Trust - in government - in citizens • Peer to Peer - Networks, technologies or people share resources - Defy authoritarian and centralised structures - Based on open standards www.managementevents.com
- Slide 12: Trust Is The Differentiator • Citizen Centric eGovernment survey (EU, 2007) - If citizens trust government and if government trusts citizens, investments are more efficient (Scandinavia and Estonia) - Constant customer focus monitor needs - Flexible design • Trust is \"hard to build, easy to destroy” Trust is a path, not a one-off achievement www.managementevents.com
- Slide 13: Future “E-service” Paradigms • Ad-hoc - Top down (a problem must be solved) » 10 costly “energy actions” to save the planet - On demand (something a constituency wants) » “24h feedback guarantee from government” • Targeted - High pain areas (queues, $, frustration) - Towards specific groups (fly-fishing tourists, terrorists) • Distributed - P2P (private sector, users, volunteers) - F2F Intermediaries (family, agents, freelancers) www.managementevents.com
- Slide 14: Best Practice in E-services? • Start with a visionary idea - Consider policy context - Consult best practice – readjust - Achieve buy-in top-down and bottom-up • Design your solution as simple and open as possible • Use metrics – but not too many • Gain momentum – withstand criticism • Ensure sustainability www.managementevents.com
- Slide 15: Conclusion • Openness pays off • Metrics can help • People matter more than technology • Public services are on-demand (or, they won’t exist) www.managementevents.com
- Slide 16: References • ePractice.eu http://www.epractice.eu • 2007 European Ministerial Declaration on eGovernment http://www. epractice.eu/document/3928 • The five 2007 European eGovernment Award winners http://www. epractice.eu/document/3917 • 7th EU27+ benchmarking report (2007) http://www.epractice.eu /document/3929 • Taking stock of eGovernment from 2005 to 2007 (in EU27+) http://www. epractice.eu/document/3927 • EU27+ National Progress report http://www.epractice.eu/document/3915 • eGovernment in the European Commission http://ec.europa.eu/egovernment • Economist e-readiness 2007 survey http://www.eiu.com/site_info.asp?info_name= eiu_2007_e_readiness_rankings&rf=0 www.managementevents.com
