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New versions for digitalgovernmentBrussels, 16 February 2012, Runa Sabroe,

rsa@mind-lab.dk

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Involving citizens in

innovation

is about finding ideas that

have a better chance of

working for them.

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What is

going on out

there?

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And what

does it imply?

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How will

people respond

to newinitiatives?

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One way forward?The creation of valuable new

solutions with citizens, notfor them.

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Example: Choosing a

business code

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Why?

20 35% errors in

business code registration

Bad data quality is a

problem for various gov.

bodies

+ 10.000 phone calls a yearis expensive

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Solution: from confusion to clarity

when registering a new business

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From digitally incompetent to digitally

self-reliant

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New versions for digitalgovernment

1. The purpose of the electronic solution

must be communicated clearly

2. The system must handle the complexity,not the user

3. The solution must be based on the usersreality

4. The authorities involved must cooperate in

the digital solutions

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Heuristics for user-centricinitiatives

1. Human: From service delivery to sustaining

peoples everyday life

2. Experimental: Prototyping as a vehicle forlearning

3. Concrete: Visualising to enable cross-cutting dialogues

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