BACK-OFFICE, FRONT-OFFICE, EFFICIENCY

CIPS WORKSHOP ON eOFFICE

Morten Meyerhoff Nielsen

TUT-RNS / democratise

HYDRABAD via skype (IN), 25 February 2016

AND EFFECTIVENESS

THE GORDIAN KNOT –

OUTLINING THE CONUNDRUM

ICT investments to date has not:

• Achieve the efficiency and effectiveness envisaged

• Public-sector governance model and multi-stakeholder cooperation lacking

CONUNDRUM

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Relationship between use of, home access, use of online banking and the propensity to use online public

sector transactional services, download forms and obtaining information in EU28 and 12 selected countries

(2008)

SOME STATISTICS

Relationship between use of, home access, use of online banking and the propensity to use online public

sector transactional services, download forms and obtaining information in EU28 and 12 selected countries

(2013)

SOME STATISTICS

THE GORDIAN KNOT –CHALLENGES AND GOALS

EXEMPLES:- More for less – but how? - Growth and productivity – what is posible?- Access, trust, quality – also remotely?- No access, cannot, will not – is it a barrier?

THE STATE

BUT WHERE ARE WE HEADING?

GLOBALLY: Letters, forms and e-mail -papir is expensive!Authorities are”eliminating” paper. Call centres and eServicesare better and 2 – 3.5 times cheaper.

DENMARK:Minimum requirement bans legal and burocratic language

use, ensure logical and recognisable design and security.

Results: - 78% of bike thefts reported online.- 88% of all adresse changes are digital.- 98% of students registered for school online.- 100% of tax returens er digitale.

Savings of € 110+ million annually when fullyimplemented (DIGST & borger.dk, 2015).

ESTONIA:Citizens can safely and securely access theirpersonlal data online – and what authorities have seen and used their data (eesti.ee, 2015).

RULES STILL APPLY

DENMARK:Reuse of data expected to save € 3 million in government plus € 6.7 million in the private sector annually when fully implented (DIGST & Grunddata, 2015).

EUROPE:Potential of BIG and OPEN data estimated to 1.9% of GDP in 2020 - for 21 different sectors in the 28 EU countries (demosEUROPE & WISE Institute, http://bit.ly/1oVe8Hj).

DATA CAN INCREASE EFFICIENCY AND LEAD TO GROWTH

DIGITAL IDENTITY AND SIGNATURE IS KEY FOR EASY, SECURY AND PERSONAL SERVICE – AND CHEAPER

DIGITAL IDENTITY AND SIGNATURE IS KEY FOR EASY, SECURY AND PERSONAL SERVICE – AND CHEAPER

ESTONIA:2% of GDP in annual socio-economic benefits by eSignatureuse (Gov. Office of Estonia, 2015).

DENMARK:Over 90% of Danes have NemID and cansigne digitally.

Only 10.8% of Danes have requested an excemption from Digital Post!

6 to 8.5 million digital messages to citizensand businesses per month. Annual savings up to € 300 million (DIGST, 2015).

THE REVOLUTION…

... is also me!

Yours sincerely,

The State…

CHANGE AND CONDITIONALITEIS

USER-FRIENDLINESS IS GOOD BUSINESS

AMSTERDAM: A hotel, cafe or resturant now save € 1,200 in time annually, through single entry and adapted process for licences (European eGov Awards, 2007).

FROM CURITIBA TO HAMBURG:To increase participation and transparency ctizens and businesses can participate in budget decisions and planning (www.hamburg.de).

STOCKHOLM:Citizens can compare and apply for daycare, school and retirement homes – just like booking.com (www.stockholm.se/jamfor).

ADMINISTRATIVE BURDEN REDUCTION SAVE MONEY AND IS GOOD FOR BUSINESSES

HOLLAND: Less burocracy has saved 0.9% of GDP – from 3.7 to 2.8%. (World Bank Group, 2007)

USEABILITY IS RISK MINIMISING! DESIGN MUST BE HOLISTIC, LOGIC AND INTUITIVE

USEABILITY GUIDE

Objective:

• To raise the minimum standard of user-friendliness in public sector eServices

• To consolidate existing and identify missing useability principles

• To faciliate and support the user-friendly service design

• To inspire

• To minimise business case risk for the ”mandatory use of eServices” and the ”80% target”

Elements

• One guide, strong versioning

• Measurable accept criteria

• Tool kit

• Joint public sector ownership and support from the vendor and expert community

LANGUAGE USE

Objective: Simple, clear and understandable language use

Criteria:

• 1.1 Follow language guidelines

• 1.2 Use simple are clear language

• 1.3 Guide the user

• 1.4 Give meaningfull feedback on errors

• 1.5 Error messages must be in Danish

DESIGN, FLOW AND FUNCTIONALITY

Objective: A logic, consistent and simple user-experience

Criteria:

• 2.1 Comply with design manuals

• 2.2 Prepare and manage user expectations

• 2.3 Create a logical and consistent flow

• 2.4 Summarise entered data

• 2.5 Check and validate data prior to submission

• 2.6 Provide receipt

• 2.7 Responsible authority must be visible

• 2.8 Optimise to relevant platforms and devices

• 2.9 Optimise to browsers

• 2.10 Prelaunch user-tests

DATA, COMPONENTS AND STANDARDS

Objective: Reuse data, components and standards.

Criteria:

• 3.1 Use secure login and single sign-on (NemLog-in)

• 3.2 Reuse existing data

• 3.3 Reuse components

• 3.4 Use joint public, international and open standards

• 3.5 Adapt flow and data requests based on entered information

• 3.6 Store data securely

• 3.7 User teller-script

WEB-ACCESSIBILITY

Objective: Access for all

Criteria:

• 4.1 – 4.4 WCAG 2.0 AA – THE WHOLE SPECTRUM

STRUCTURE

• Brief explanation on the category of criterias

• Criteria clearly numbered for ease of reference

• Criteria principle (bold): Brief explanation

• Fold-out/in functionality used• Read more for information• Deep links to individual

categories and criteria posible

STRUCTURE

• Criteria principle (bold): Brief explanation

• Explanation structured as:- Numbered accept criteria- Accept criteria are measurable- Descriptive rational for criteria- Links to help and tools

EXAMPLES AND TOOLS

Examples and tools are structured as:• How to use the exampel or tool• Advantages• Disadvantages and limitations• Relevant links• Any relevant link requirements (e.g. login)• Responsibility for example or tool (usually an authority)• Date stamp of example or tool

Key tools: • Useability guide http://arkitekturguiden.digitaliser.dk/godselvbetjening

• Useability guide www.gov.uk/service-manual/digital-by-default• For citizen eServices http://htmlguide.borger.dk • For business eServices http://designmanual.virk.dk• Service manual www.gov.uk/service-manual

SCREENING PROCESS

SCREENING EXISTING eSERVICE

SCREEING REPORT

SCREENING NEW eSERVICE

OK

LAUNCH eSERVICE

NO

SCREEING REPORT AND ACTION PLAN AGREED

SCREENING UPDATED eSERVICE

OK NO

Legislation, channel-strategy, communication ensure volume

User-friendliness underpins choiceand volume

incentive

to invest in

eServices

eServices

volume

of information

request

ROI

volume

GOVERNANCE, COOPERATION, COORDINATION

BENEFIT REALISATION ESSENTIAL

FOLLOW-UP:Without objectives and goals, you don’tknow where you are or where you aregoing. Without follow-up you don’tknow if you achieved your goals!

COOPERATION:Vertical and horizontal cooperation is essential, citizens and businesses do not care: They want easy and fast service!

Benefit realisation and progress• Automate data collection of eService use• Monitor progress• Focus on ”degree self-service” over time• Facilitate intelligent decision making• Underpin benefit realisationB

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www.scorecard.digst.dkwww.gov.uk/performance

www.statistik.borger.dk

Filtered on “report rodents” and “municipalities in the capital region” for the last month

Early BI tool• Automate data collection• Monitor eSerivce and portfolio:

- Use- Completion rates- Completion times

• Compare: - Services- Service areas- With other authorities- With other vendors

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VISION, WILL, GOALS AND FOLLOW-UP

CONTACT

MORTEN MEYERHOFF NIELSEN

Tallinn University of Technology, Ragnar Nurkse School of Innovation and Governance

Ehitajate tee 5

19086 Tallinn, Estonia

Tel (EE): +372 59 06 07 09

Tel (DK): +45 23 92 22 91

Mail: morten.nielsen@ttu.ee / mortenmeyerhoff@gmail.com

Twitter: @mortenmeyerhoff

LinkedIN: mortenmeyerhoff