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iSAC6+ Project: Enhancing European Citizens' Attention Service with Innovative ICT Solution

The iSAC6+ project aims to deploy an innovative online service to improve responses from local authorities and reduce burdens on citizens. It features a multilingual interface, open-source software, and efficient information retrieval. The project evaluates impacts on citizens, public organizations, and service providers.

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iSAC6+ Project: Enhancing European Citizens' Attention Service with Innovative ICT Solution

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  1. The iSAC6+ project A unique European citizens’ attention service Case study Piloting ISAC system in different Contexts: approach, expectations and evaluation methodology

  2. What is iSAC6+ ? It aims to promote and deploy an innovative ICT solution (iSAC) to enhance the capability of various public authorities to respond to citizens’ attention and information requirements at the European level. The City Council of Bremerhaven (Germany) The Mairie de Saint Médard en Jalles (France) The Comune di Prato (Italy) The European Institute of Women’s Health (Ireland) Min. of Tourism (Italy)

  3. The iSAC6+ project objectives : • To improve the efficiency and capacity of responses from local SACs; • To reduce the time, money, stress, administrative burdens and other resources spent by both citizens and companies, in trying to find information about their local administration; • To work towards a Single European Information Society for all, by installing a common on-line citizens’ attention and information service, in a range of different scenarios and different SAC across the European Union.

  4. What is iSAC ? • It is an innovative, multilingualon-line SAC designed following a citizen-centered, citizen-inclusive and community-centered approach. • It is OSS (Open Source Software) • Natural language interface • does not require an ad-hoc database sinceit retrieves knowledge from existing databases • is developed from the expertise of existing SACs in local administrations, i.e., face-to-face and phone services

  5. How iSAC can help to address the problem • is able to understand open questions, made in the natural language of the citizen, even • With orthographic errors • In non administrative language • With informal local jargon The existing service, which is able to process different linguistic registers in Catalan and Spanish, will additionally be able to process other 4 European languages: French, English, Italian and German

  6. iSAC Methodology for project impact evaluation

  7. The iSAC6+ project will address 3 target groups: • citizens, searching for information on their local administrations; • cities and public organizations (Administrations), providing information to citizens and small and medium enterprises (SMEs); • service providers (Technicians), developing and implementing the iSAC solutions inside public organization

  8. YESTERDAY (face-to-face) STOTAL = 179€ STOTAL = 48 x 20.3€ = 974.4€

  9. TODAY: (web-telephone) Further service, less cost, but citizens demand for more information STOTAL = 160€ STOTAL = 48 x 3.33€ = 159.84€

  10. TOMORROW (with iSAC): more efficient service STOTAL = 0€ STOTAL = 48 x 3.33€ = 159.84€

  11. So, with online administration, TODAY we can have important burden reduction (from 100% to 27.9%, nearly 4 times less), and this is the baseline • With iSAC we can still reduce it 4 times more (from 27.9% to 6.9%) • And there will be many beneficial SIDE effects: • involved and confident citizens • huge back office and organizational improvements

  12. What do we have to measure • Administrative burdens reduction for Citizens • Workload reduction for Civil servants • Cost reducton for Administration • Quantitative measurement • Qualitative measurement

  13. iSAC The Prato implementation of the Methodology

  14. The SCM for Prato pilot

  15. The SCM for Prato pilot

  16. For more information… www.isac6plus.eu http://www.epractice.eu/community/isac6

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