How To Develop Citizen Centric e-Services: A European Perspective
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Transcript of How To Develop Citizen Centric e-Services: A European Perspective
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How To Develop Citizen Centric e-ServicesA European Perspective
By Trond Arne Undheim, PhD
Strategy Park Local Government, St. Albans, UK, 29 April 2008
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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
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Sophisticating E-services
• Online One-way Two-way• Transactional Personalised Proactive Automatic
• What’s next?
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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
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Maurice Van ErvenHoreca1, City of Amsterdam
“It is important to spend a considerable time in knowledge transfer,
training and explaining. Make your project their
project.”
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0%
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Online sophistication Fully availability Online sophistication EU27+ Fully availability EU27+
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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)
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Tony, UKTypical user
“I am in charge”
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0%
10%
20%
30%
40%
50%
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User Centricity Average of EU27+
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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
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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
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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)
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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
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Conclusion
• Openness pays off • Metrics can help• People matter more than technology
• Public services are on-demand (or, they won’t exist)
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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