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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%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

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%

60%

70%

80%

90%

100%

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