Post on 07-May-2015
transcript
Citizenvision 2.0
New Rules of Engagement for Interaction between the
Public Sector and Civil Society
Matt Poelmans, The Netherlands Director CitizenVision, Senior Advisor PBLQ/HEC, Vice-President Web Accessibility Foundation
Outline "Trends & Developments
15 Years of Public Sector Reform
"Engagement Model Quality, Satisfaction, Participation
"Citizenvision 2.0 New Rules of Engagement#
Collaborative Governance Borderless Cooperation & Sharing
Electronic Government
Aimed at Efficiency and Cost Reduction Building the Digital Highway:
Digital Access Electronic Identity Basic Registers Secure Networks
Supply Oriented and Focussed on Service Delivery Citizen as a Passive Consumer
Collaborative Governance
Aimed at Quality and Participation Using the Virtual Infrastructure:
Mobile Technology Open Data Cloud Computing Social Media
Shift to Demand Orientation and Interaction Citizen as an Active Co-Producer
An Inconvenient eTruth
Each Public Organization does its Utmost However, Insufficient Take Up Reason: Reinventing the Wheel Lack of Standardization and Cooperation How to Think & Act from the Citizen's Perspective? Citizen Awareness Requires Paradigm Shift
“Burgerlink” Engagement Model
Merging Public Sector Reform & Civil Society Innovation
Success Dependent on Mutual Benefits “Burgerlink” 3-step Engagement Model:
Define Quality Requirements Measure Citizen Satisfaction Facilitate Citizen Participation
1. Quality Requirements
10 Quality Requirements for Public Performance Stating Rights of Citizens & Obligations of Government Covering Information, Transaction, Participation Not Mandatory, but Adopted as a Standard Basis for Measurement of Citizen Satisfaction Incentive for Business Process Redesign Translated in 22 languages
e-Citizen Charter 1. Choice of Channel
2. Transparency Public Sector 3. Overview of Rights and Duties
4. Personalised information
5. Convenient Services
6. Comprehensive Procedures 7. Trust & Reliability
8. Considerate Administration
9. Accountability & Benchmarking
10. Involvement & Empowerment
2. Citizen Satisfaction Evaluation by Citizens how 55 Life Events are being served
Actual Experience in Real Contacts
e-Citizen Charter as Criterion for Evaluation
Discovers Delivery Chain Deficiencies
Lack of Communication and Coordination
Prority Matrix helps to select Solutions
Customer Journey Mapping to Implement
eValuation Criteria I could choose the contact channel myself
I knew where to apply for information or help
I was informed about my rights & obligations
I got personalized information
I coud supply my data once
I could track & trace the process
My data were handled confidentially
My complaints & ideas were taken seriously
I could compare & rate the quality of services
I was given alternative solutions to my problem
Priority Matrix Citizen Satisfaction
3. Citizen Participation
Involve Citizens in Improving Service Delivery & Democratic Policymaking
Mixed Feelings about One-sided (e)Participation Web 2.0 Tools Promise Better Results Social Media: LinkedIn, Facebook, Twitter, ........... Participation Ladder vs Participation Platform
Matt Poelmans CitizenVision The Netherlands
Seminar “Putting Social Media to use in Public Administration” European Institute of Public Administration (EIPA) Maastricht, 12-13 December 2011
Cases eParticipation Information: Crisis Communication Agenda Setting: Petitions, European Citizen's Initiative Monitoring: Track Your Council Comparing: Choose Better Rating: We Evaluate Getting Support: Webcare Co-Production: Improve Your Neighborhood Crowd Sourcing: Breda Tomorrow, Rotterdam Idea Using Open Data: SensorNet Communities: Civil Servant 2.0, Citizenlink, Pleio
Webcare
Listening to Customers: Answering Questions, Solving Problems, Collecting Ideas
Goals: Improvement of Service Delivery & Reputation Management
Responsibility: Customer Contact Centre & Information Department
Connect with Self Help Customer Support Fora
Management Formal Complaints & Objections
Best Practices: Job Search(UWV), Customer Care (KLM)
Process Redesign The Necessary but Hard Task
Consolidating & Embedding Project
Reversing existing Procedures
Introducing Cloudcomputing, New Way of Working
Involving Citizens via Social Media
Solution can be an App!
Citizen is Begin User, not End User
Citizenvision 2.0 New Rules of Engagement: Channel: Website no longer default Channel, substituted by Platforms for
permanent Interaction
Information: Apart from Providing Information, Public Sector Data will be Released for New Usage
Transaction: Apart from Delivering Standard Services, Third Parties will Provide Solutions
Participation: One way Initiatives under Conditions set by Government will be supplemented by Interaction initiated by Civil Society
Collaboration: Cross Border Cooperaton & Sharing Information becomes easier via Social Media & Cloud Computing
Collaborative Governance
Creating a Collaborative Governance Model for: Reforming Public Sector: Integrating Participative
Democracy in Service Delivery & Policy Development Solving Debt Crisis: Rallying Support for Innovative
Change & Austerity Measures Fighting Against Corruption: Requires Enhancing
Transparency & Social Accountability
Lessons Learnt
Social Media are useful both in the field of Democratic Engagement and Service Delivery
Social Media should be used first of all to Listen to society, not to Disseminate information
Professionals like Civil Servants should be trained to accept Citizen’s Views as equally valuable as Expert Opinion
Links www.pblq.nl
www.citizenvision.nl
www.mattpoelmans.nl
www.twitter.com/burgermatt