Epdf - House of Egovernment

Transcription

1 egovernment 2020 A Task Division for Europe, Nation States and Cities or Regions Professor Jan A.G.M. van Dijk Center for egovernment Studies

2 The Local House of egovernment House Services: from Simple and One-way tocomplex andtwo-way House Connections: Service channels& citizen contact centers House Design: Back-office Midoffice Front-office Foundation: Infrastructure& Architecture Door: Access, Ids, security & e-skills Windows: Website Accessibility & Usability

3 Foundation: Infrastructure & Architecture 1. Local government cannot work without a working system of national basic registrations and standards for architecture and core concepts (such as income) Foundation 2. Infrastructures should be built and innovated on a direction by the national and European institutions. Local investment in infrastructures and architectures (for instance broadband in remote places) is not desirable, at best supplementary. Local investment should be in services.

4 The Door: Access/e-skills, IDs and Security 1. Access to egovernment services shows a digital divide in the EU, both for individuals and for nations. One third of the EU population does not use them. Only half of capacity is used. Lack of e-skills and the accessibility of services are main problems to be solved nationallyandlocally. 2. The locallevel is by far the best front door for more complex egovernment services (close to people). Decentralization of services. Door: access 3. IDs and their security should be providednationally (incl EU flag). High standards of protection and for storage are needed. First priority. However, locally most problems are created (the human hand in privacy and security leaks). Local professionalism should be improved. Second priority.

5 The Windows: Website Accessibility and Usability. House Channels 1. Local digital and front office desks are becoming the face of government. Many improvements are necessary: a. Full digital service is impossible for complicated services: multi-channelling contact centres and social media are needed. b. Almost half of government language, both national and local is incomprehensible for citizens. Digital formats add to the difficulty: unfindable information Windows: Website and Contact center Improvement 2. National portals to link services usually have not worked. Personalization in national My services works better, but requires a high level of national file coupling. Personal problem situations of citizens can best be supported locally both with digital and analogue services (e.g. contact centres)

6 House Design: Front Office and Back Office Integration 1. TheFront offices of local or community government services will be the focus of relationships with citizens and companies. However, back office registration can best be organized at a higher, regional and national (perhaps cloud) level. Common standards and fine-tuning are required. House Design: Back, Mid and Front 2. Current decentralization of egovernment services to the local municipality and neighbourhood level offers many opportunities to improve the quality of services e.g. integrating employment, care and youth services at a personal level. However, this requires more ICT professonalism in local services (privacy, security, professional e-skills) and better national and regional professional and database support.

7 House Services: from Simple and Oneway to Complex and Two-way The evolution of egovernment services goes in the direction of integrated, complex and interactive services. The local, regional level is best equipped to communicate with citizens and companies companies. House Services± from Administration to Communication

8 Building the House of egovernment Usually, a house is built from the bottom to the top, from the foundation to the roof. However, all parts of the house of egovernment are built by local and national governments simultaneously! Often with bad coordination as there is no clear building plan. We all hope this will not result in this: