Vision for Public Services

European Commission, DG CONNECT

'Public Services' Unit

Andrea Halmos

13 February 2014

eGovernment Action Plan 2011-15

Empowering

Citizens and

Businesses

User Centric services

Collaborative production

Re-use of information

Transparency

Involvement of Citizens

Organisation process

Administrative burden

Green Government

Open Specifications and Interoperability

Key enablers

Innovative eGovernment

Seamless Services

Personal Mobility

Cross Border Services

Strengthening

the Internal

Market

Efficiency &

Effectiveness

eGovernment

Action Plan

Pre-conditions

Digital & Cross-border Public Services

• Public Administration Modernisation priority in Annual Growth Surveys

• ICT recognised driver for providing innovative, efficient and effective public services

Source of graph: eGovernment Benchmark 2012

Stimulate mobility of citizens and business Boost cross-border economic growth Reduce transaction costs for business

ICT-enabled public sector innovation

Empowering Citizens and Businesses

Strengthening the Internal

Market

Efficiency & Effectiveness

eGovernment

Action Plan

Pre-conditions

Towards open government : our vision

Re-using open data sets for innovative public services

Open services to create new services, combine with value-

added services or improve delivery

Opening public sector processes to increase trust and accountability

Source of diagram: http://www.govloop.com/profiles/blogs/three-dimensions-of-open-government

Policy background

Open Data

Open Process

Open Service

Open Government

Transparency Collaboration

Participation

Source of diagram: http://www.govloop.com/profiles/blogs/three-dimensions-of-open-government

Open Government concept

Open Data

Open

Service Open

Process

ICT is a key enabler…

Open Data

Open Process

Open Service

Open Government

Collaboration

Participation

Transparency

Supporting open government

Personalised public services

and m-government

Innovative, mobile

eGov apps

Personalised public services

and m-government

Automatic discovery

and composition of

public services

Open government -

eParticipation

and transparency

Innovation in the public sector by

using emerging technologies

Empowering users to

manage and monitor

their personal data

eGovernment Benchmark

European Commission, DG CONNECT

'Public Services' Unit

Juan Arregui McGullion

13 February 2014

eGovernment usage

• Digital Agenda Target: 50% of citizens using online public services by 2015

• 44% of citizens using online public services in 2012 (almost on track)

• But, is this the right metrics? What about people's need of contacting public administration ?

• A derived metrics: percentage of internet users who needed to contacted a public administration and did it electronically:

• 53 % (Eurostat survey, 2012)

• 46 % (eGovernment Benchmark, 2012)

• Both surveys agree: only half of the reference population used the online channel in 2012!

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Monitoring supply: the life event approach (1/2)

• Three life events (complex services built around users' needs) monitored with respect to a range of characteristics: availability, usability (speed of use, ease of use), transparency and mobility (cross-border availability & usability).

Availability & usability Transparency

Availability is mature but usability has some weaknesses

Transparency, especially for service delivery, is lagging behind

Monitoring supply: the life event approach (2/2)

Online public services are still a national matter: cross-border availability and usability is rather poor

Cross-border services for citizens and businesses

User's satisfaction with online private & public services

5

6

7

8

9

10

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wo

rks

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Serv

ices

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tici

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ion

2007 (10MS) 2012 (10MS) 2012 (27+)

Low usability and transparency of services delivery (coupled with the scarcity of cross-border services) translates in a poor online experience for public services compared with private ones (and deteriorating)

Four attitudes toward eGovernment

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33% 13% 16% 38%

0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 55% 60% 65% 70% 75% 80% 85% 90% 95% 100%

BELIEVER: eGov User with eChannel Preference (loyal user) POTENTIAL DROP OUT: eGov Users NO eChannel Preference

POTENTIAL USERS: eGov Non-UsereChannel Preference

NON-BELIEVER: eGov Non-UserNO eChannel Preference ('hard to get')

• Almost a third of users are potential drop-out! (Threat)

• Almost a third of non-users are potential users (Opportunity)

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Read the Vision Paper https://ec.europa.eu/digital-agenda/en/ict-enabled-public-sector-innovation-through-open-government

eGovernment benchmark http://ec.europa.eu/digital-agenda/en/ict-enabled-benefits-eu-society-analysis-and-data

Public Services http://ec.europa.eu/egovernment

Cnect-egovernment@ec.europa.eu

Thank you

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