Citizenlink “ The Missing Link” Matt Poelmans, Director Burgerlink (Citizenlink), Netherlands
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Transcript of Citizenlink “ The Missing Link” Matt Poelmans, Director Burgerlink (Citizenlink), Netherlands
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16 October 2008 Forum on Future of Democracy, Council of Europe, Madrid
Citizenlink
“The Missing Link”
Matt Poelmans, Director Burgerlink (Citizenlink), Netherlands
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16 October 2008 Forum on Future of Democracy, Council of Europe, Madrid
It’s the Interoperablity, stupid!
• Every organisation is inventing its customer• Satisfaction is about Life events• We need modular, not single Solutions
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16 October 2008 Forum on Future of Democracy, Council of Europe, Madrid
Citizen: the Missing Link
• e-Government is Supply oriented• Too much Focus on Efficiency• Citizen is not only a Customer
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16 October 2008 Forum on Future of Democracy, Council of Europe, Madrid
e-Participation: Mission Impossible?
• Involvement in Decision making and Community building
• Vulnerability of today’s Internet• Availability is not Empowerment
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16 October 2008 Forum on Future of Democracy, Council of Europe, Madrid
E-Quality for equality
• New Design Principles• Citizen’s Rights & Obligations• Quality Standards for e-Inclusion
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16 October 2008 Forum on Future of Democracy, Council of Europe, Madrid
e-Citizen Charter• 10 Quality Requirements for better Performance• Covering contacts for Information, Transaction,
Participation• Not Mandatory but Adopted as a Standard• Basis for Measurement Citizen Satisfaction• European e-Democracy Award 2007
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1. Choice of Channel
2. Transparency Public Sector
3. Overview of Rights and Duties
4. Personalised information
5. Convenient Services
6. Comprehensive Procedures
7. Trust & Reliability
8. Considerate Administration
9. Accountability & Benchmarking
10. Involvement & Empowerment
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16 October 2008 Forum on Future of Democracy, Council of Europe, Madrid
Citizenlink Performance Incentive
• Adopt e-Citizen Charter (City Council) • Specify Quality Code (Executive Board)• Measure Citizen Satisfaction (Departments)• Involve Customers (Citizens)• Account annualy for Improvements (Mayor)
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16 October 2008 Forum on Future of Democracy, Council of Europe, Madrid
Citizenlink (ICTU)
Office Wilhelmina van Pruisenweg 1042595 AN The Hague, Netherlands
Mail PO Box 84011, 2508 AA The HaguePhone +31708887868E-mail [email protected] www.burgerlink.nl