Citizen experience with inclusive egovernment,

Transcription

1 Citizen experience with inclusive egovernment, Eric Velleman Accessibility Foundation February 1st 2007 Gijon

2 Where I work

3 Last Thursday our offices where lost

4 In a society which is becoming progressively more technical, we need to ensure that the technology becomes progressively more social Source: Analysis of European target groups related to inclusive egovernment, i2010 egovernment, 27 november 2006

5 Numbers 48% of households in EU25 have access to the internet, 23% have a broadband connection. At the beginning of 2005, 91% of enterprises had access to the internet, and 63% of enterprises had a broadband connection. Household internet access ranges from 16% in Lithuania to 78% in the Netherlands. 10 percent of all these people have a disability Many are soon to be baby boomers Source: Eurostat, Statistics in Focus, 12/2006, Use of the Internet among individuals and enterprises And Dutch ministry of Health

6 Media channel used when contacting government Percentage Media channel F2F Tel. Post Internet Fax SMS Source: euser survey,

7 What are they looking for (in 2003)

8 Workshop what do the citizens want? - Burger@overheid - november video files online - Conclusion >>

9 What do citizens want Their conclusion: Citizens do not know Clarity and simple answers The government has many customers.

10 But we agree that Information and services should be: efficient, effective and accessible to everyone, including people with disabilities and the elderly.

11 And Transparant, sustainable and accessible Increasing use of the internet as a source of information makes transparency more important than ever before; Websites should be both sustainable and accessible to: All internet users including (potential) customers, the disabled and the elderly; Other modalities and browsers; Search engines.

12 What do citizens get in the Netherlands A service code (burger service code) Recocnizable content (Stijlboek) A system of trust (Digid) Accessibility (Webrichtlijnen/W3C/UWEM) Accessibility (the other one: WCAG and more) Quality and tempo (Webguidelines) My egovernment Quality Mark system

13 Benefits of accessibility and standards use Supply side benefits: Improved economic and systems performance Improved strategic planning Better decision and policy making including stakeholders (including people with disabilities and elderly) More effective integrated user centred services More personalized and targeted services Multi channel strategy improvement This list is based on Analysis of European egovernment, And Dutch research, i2010 and our own work with the top 50 Dutch companies

14 Demand side benefits: Benefits Improved access to services including information, transaction and interaction; Reducing the administrative burdon Access to education, training work and jobs Increased personal capacity to increase quality of life Support for social networks and civic participation

15 Barriers Legal financial and technical impediments breaking roll-out Businesscase, poor understanding of the cost and ROI/return on government services Lack of evaluation results for existing services Resistance to change in organisations Lack of skills and practices Lack of knowledge about solutions/harmonisation Legal, regulatory and policy frameworks Trust, privacy and ethics

16 We do not trust Do not trust the internet (Virus, spam, adware..): everyone can steal your identity, your photos, your personal things, your creditcard number..

17 do not trust the internet? Source: Blauw Research, thuiswinkel.org, October 2006

18 Online shoppers Most online shoppers have a broadband connection (90%) More often online (average 5 days/week) Longer online (average 8 hours/week) What do they find???? Source: Blauw Research, thuiswinkel.org, October 2006

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26 Results Netherlands gov. Monitor of government websites in the Netherlands in 2005 (but becoming better).. Quality mark drempelvrij.nl Sites Accessible Webguidelines Regeringsbesluit: All new websites central government and related websites have to conform from september 1st 2006 Digid and services link

27 Relevant information and projects W3C guidelines, recommendations, notes, tools etc. FP6 IST projects: EIAO project: European observatory for benchmarking of accessibility Bentoweb project creating modules to test additional WCAG checkpoints for policy support tools Wab Cluster: producing harmonised interpretation of the guidelines (Unified Web Evaluation Methodology) Quality assurance systems, logo s, sdoc etc.

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30 Partners in the Wab Cluster ( - Agder University College (Noorwegen), Fraunhofer Institute for Applied Information Technology FIT (Duitsland), Association Braillenet (Frankrijk), Vista Utredning AS (Noorwegen), Forschungsintitut Technologie-Behindertenhilfe der Evangelischen Stiftung Volmarstein (Duitsland), The Manchester Metropolitan University (UK), Nettkroken as (Noorwegen), FBL s.r.l. (Italië), Warsaw University of Technology (Polen), Aalborg University (Denemarken), Intermedium as (Noorwegen), Fundosa Technosite (Spanje), Dublin City University (Ierland), Universität Linz, Institut integriert studieren (Oostenrijk), Katholieke Universiteit Leuven, Research & Development (België), Accessinmind Limited (UK), Multimedia Campus Kiel (Duitsland), Department of Product and Systems Design, University of the Aegean (Griekenland), University of York (UK), ISdAC International Association (Belgie), FernUniversität in Hagen (Duitsland). And coordination with CEN/ISSS and W3C/WAI.

31 TTT Encouraging egovernment use is more a question of providing access and skills, rather than tackling income, education or age Clear standards on e-inclusion We need much more awareness on the gov and citizen side Educational materials and support Harmonisation support More work on UWEM and policy support tools (Bentoweb and EIAO projects) Source: Analysis of European target groups related to inclusive egovernment, i2010 egovernment, 27 november 2006

32 Thank you (development of policy support tools) (development of a European accessibility observatory)