Citizen Centric eGovernment The Dutch Approach

1. Citizen Centric eGovernment The Dutch Approach Matt Poelmans, Director CitizenVision & Senior Advisor HEC The Netherlands

4. Outline •  Electronic Government Public Sector Innovation & Digitizing •  Engagement Model Quality, Satisfaction, Participation •  Collaborative Governance Borderless Cooperation & Sharing •  Success Factors Interoperability, Strategy & Institutions

5. Electronic Government • Aimed at Efficiency and Cost Reduction • Building the Digital Highway: • Access: Contact Centre, My Page, Web Guidelines • Identification: eID, Citizen Service Number • Common Registers: Persons, Houses, Cars, etc. • Exchange: Secure Networks, Interoperability Framework • Supply Oriented and Focussed on Service Delivery • Citizen as a Passive Consumer

7. 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

9. 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

10. “ICTU” Construction Model • Public Foundation for Jointly Funded eProjects • Task Designing & Building Basic Infrastructure • Board Representing all Levels of Government • Staff is Mixture of Experts and Civil Servants • Deliveries are Generic Components & Standards

11. “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

12. 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

13. e-Citizen Charter Choice of Channel Transparency Public Sector Overview of Rights and Duties Personalised information Convenient Services Comprehensive Procedures Trust & Reliability Considerate Administration Accountability & Benchmarking Involvement & Empowerment

15. 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

16. 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 personaized information • I coud supply my data once • I could track & trace the process • My data were handled confidentially • My complaints were taken seriously • I could compare & rate the quality of services • I was given alternative solutions to my problem

17. Priority Matrix Citizen Satisfaction

18. 3. Citizen Participation • Involve Citizens in Improving Service Delivery, Civil Society & Public Policy • Mixed Feelings about One-sided (e)Participation • Web 2.0 Tools Promise Better Results • Social Media: LinkedIn, Facebook, Twitter, ........... • Create Platform & Accomodate Interaction • Combine Representative & Participative Democracy

19. 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: Apps for Amsterdam • Communities: Civil Servant 2.0, Citizenlink, Pleio

23. 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)

24. Process Redesign • The Necessary but Hard Task • Consolidating & Embedding Project • Reversing existing Procedures • Introducing Cloudcomputing, New Way of Working • Involving Customers via Social Media • Solution can be an App! • Citizen is Begin User, not End User

25. 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

26. 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

27. Success Factors • Interoperability Framework: NORA • Integrated Strategy: NUP • Institutional Collaboration: ICTU • Citizen Focus: Citizenlink

28. www.hec.nl www.burgerlink.nl www.mattpoelmans.nl www.citizenvision.nl www.twitter.com/burgermatt Links