Piaia PA 2.0

Public Service 2.0 in Europe

Milano 9th June 2010

© IDC Health Insights

Has ICT transformed public services delivery?

Public services IT initiatives high on the agenda (eGovernment/ eHealth)

– “Transforming public services” (2005)

– eHealth Action Plan (2004) – i2010 Agenda – Communication on Telemedicine

(2008)

Flagship concepts : user centricity, inclusion, lean process

Uncertain results in terms of adoption

An eGovernement 1.0 crisis?


The age of empowerment ?

ICT in government has been, so far, a question of automation, web 2.0, thanks to the natural inclination of citizen to results, can help public administration to achieve a genuine user centric service delivery

Government 2.0 / health 2.0 reflect a new modus operandi in public services delivery following a societal change

21st century as the age of empowerment values ( Frissen Huijboom, Millard 2007)

Malmö Ministerial Declaration on eGovernment of November 2009 introduce important concepts in policy debate on eGovernment. – empowerment of citizens and businesses, through technologies that

involve them in the design and operation of services. – the maximisation of public value through the joint production of

services to the public by governmental, private and civic parties.


A paradigm shift

eGovernance 1.0 Technology: internet portals, web-sites,

email, SMS, simple online discussion ICT in government now

mainstream….but – Many successes but also many

(costly) failures AND FAILURE IS A MISTAKE

– Expensive – ‘Black-box’ and government-centric

model TOTALLY PLANNED EX ANTE (fixed objectives, fixed evolution)

– Late delivery – Organisations and mindsets hardly

changed since before ICT introduced

– Citizen take-up stalling at 20%-30%A ceiling being reached in type and

scale of impact?

eGovernance 2.0 Technology: social networking and social

software, mobile, mashing up content and services, policy modeling, GRID, cloud and ubiquitous computing, semantic web of data, etc.

Characteristics: – Visible aspects: social, professional

and policy networking – Invisible aspects: mashing-up content

and services – Small investment/ short term

development– Fully ‘open’ and user-driven

governance: contents, services, policies (for those who CAN)

– Flexible open sourced and draws on many partners and inputs

– Failure is part of the process/ continuous evolution

– Blurring of roles and mandates

BUT, governments VERY slow -- others taking the lead


Control vs Emergence

2.0 can enable an eGovernment based on everyday technologies


People engagement


Easing communication with citizen through visualization


Where has it an impact ?


Change the procurement process


It’s not just about complaining


More time for core activities

Existing 2.0 features and use:– Patients in AC therapy or with

diabetes can contribute with data and receive advice

– Upon identification, the most recent data from different sources are highlighted for the citizens (called Mit Sundhedsoverblik, My Health at a glance)

– Patient to patient dialogue – connecting patients coping with similar issues – 2nd version platform launched soon

Plans for further 2.0 development (2010-2012):

– More patient-to-patient dialogue– Extended opportunities for the

citizens to comment and add data to their own records etc.

– Providing sundhed.dk-services as content for other platforms.

– Telemedicine – Enabling access from mobile phones


2.0 is not the solution for everything

Government wont disappear Balance between the two

approaches 2.0 in public services is still at

its infancy – Proactive users are a smaller

percentage– Participation is low– Dangers that can be envisaged

Web 2.0 is human capital intensive: costs inefficiencies

Institutional credibility can be undermined

Increased exclusion Populism “the winning truth”

Privacy concerns that should be addressed


But it is worth trying

Key success factors– Broadband! – Open data– Start with back office: enable team

working attitude and empower civil servants

– Collaboration with the civil society– Think at governance, but use soft

power – Avoid launching big and expensive

2.0 project


Change attitude!


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Questions

Silvia PiaiSr. Research Analyst

[email protected]

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