User Empowerment in the Digital Age

Transcription

1 User Empowerment in the Digital Age Insights of the European egovernment Benchmark Dinand Tinholt & Niels van der Linden Bern, 3 November 2014 Transform to the power of digital

2 Are you prepared for the digital age? It s time to remember what Europe is here to do. [..] Do we want European leadership? European competitiveness? A bright European future? If we do - in ANY area - we need a continent prepared for the digital age - Commissioner Neelie Kroes 2

3 User Empowerment is key to deliver on egovernment potential The egovernment Action Plan ( ) MORE WITH LESS Public services can gain in efficiency and users in satisfaction by meeting the expectations of users better and being designed around their needs and in collaboration with them whenever possible. OPEN Empowerment also means that governments should provide easy access to public information, improve transparency and allow effective involvement of citizens and businesses in the policy-making process. ENABLING USERS THROUGH TECHNOLOGY Empowerment means increasing the capacity of citizens, businesses and other organisations to be pro-active in society through the use of new technological tools. 3

4 How do Swiss citizens experience egov services? Highlighting the 2012 user survey results

5 The challenge: convincing citizens to use egovernment services (and keep using them) 4 attitudes towards egovernment Believers Drop-outs Potentials Non-believers 31 % 14 % 17 % 38 % Users Non-users egoverment use 1. Denmark (64%) 2. Sweden (60%) 19. Switzerland (45%) 25. Austria (40%) 3. United Kingdom (60%) 30. Germany (34%) 5

6 egov services are less satisfying citizens than ebanking/ecommerce services (6.3 vs 7.7) Most important reasons for not using: Preference for f2f (57% of non-users) Perception: Service will require personal visits anyway (29%) Expected to have things done more easily using other channels (18%) Wasn t aware of online public service (15%) Trust doesn t seem to be an issue? What citizens are looking for - most important benefits perceived: I gained flexibility (50%) this is much higher compared to Europe I saved time (42%) I saved money (26%) The process of service delivery was simplified (24%) 6

7 How are Swiss egovernment services delivered? Highlighting the mystery shopping results

8 Life Events reveal the online user journey 41% did not achieve goal when contacting administrations online User Centricity Online availability Online usability Cross border Online availability Online usability Transparency Service delivery Personal data Public organisations Key enablers 8

9 More with less? Or: Quantity over quality? Preference for face-toface contact (57%) Countries who struggle to provide user-centric services have more non-believers The evaluation of ease and speed of use comes out 20 percentage points lower A 30% gap exist between national and crossborder service delivery 9

10 Good practice Norway s IKT project: cross-agency service design through use of Life Events and personae Denmark and the United Kingdom service design principles and feedback loops Poland s business portal: life events to guide entrepreneurs Enterprise Finland: designed from user profile information 10

11 Open? More is required to improve transparency, especially in service delivery Expected to have things done more easily using other channels (18%) Two-thirds of Europe do not provide information about crucial elements of service delivery, such as handling times and process steps 11

12 Good practice The United Kingdom s breakthrough website of data.gov.uk/performance allows visitors to consult service performance Connecting citizens: the Finnish Citizens initiative Opening up service performance and accountability in Switzerland 12

13 Enabling users through technology? Perception: Service will require personal visits anyway (29%) Authentic sources is THE enabler for reaslising automated service delivery yet not the most implemented enabler 13

14 Good practice Digital signatures in Estonia Collaboration across domains: once-only submission of company data in Portugal Collaboration across tiers: once-only principle at work in Netherlands and Spain Collaboration across borders: Germany and Austria cooperating on heavy goods transport 14

15 What can Swiss government do about it? Digital Transformation

16 Important role to play for policy makers in steering & delivering public sector innovation Realising Digital Transformation Service minded: apply outside-in design SMAC it up! Social Mobile Analytics Cloud Adapt transparent & open operating models Joined-up governance: enable proces digitisation & data integration Building an eskilled workforce to increase society s absorption capacity 16

17 But then again you know how it works just follow Obermutten s example 17

18 Dinand Tinholt Vice President Niels van der Linden Managing Consultant

19 Back Up

20 The MIT model identifies seven domains of excellence for digital leading organisations engagement Compliance Potential areas for assistance Service fulfilment) 20

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23 Convincing egov skeptics through user centric services Countries who struggle to provide user-centric services have more non-believers 23

24 Don't measure anything unless the data helps you make better decisions egov ernment Benchmark results are used across all government tiers and for many purposes Strategic level: parliament, ministerial meetings, IT planning councils, strategic consultations national stakeholders Tactical level: stakeholder workshops, implementation plans, addressing direct improvements for public organisations Operational level: development internal monitor, new services and website design For promotion as well as political tool to enforce more support internally 24

25 EU egov benchmarking a 10 yr journey towards Digital Transformation Monitor of EU egov policy priorities State-of-play in 33 countries Complexity EU-Benchmark as of 2012 Measurement of Usage Mobile Collaborative: aimed at learning Social Robust & in-depth Supply & demand EU-Benchmark until 2010 Measurement of Supply Information Communicatn Transaction Integration Interaction Steps of Digital Development Innovative & flexible Interaction with the customer/citizen th new fundamental step of digital by defau for the next 10 years Integration allows the bundling of services across several administrations, getting closer to life events Transactions are the basis for the interaction with citizens, businesses and other authorities A continuously evolving measurement to maintain relevant Providing insights to help governments achieving cheaper, faster and better services 25