Citizenlink “ The Missing Link” Matt Poelmans, Director Burgerlink (Citizenlink), Netherlands

16 October 2008 Forum on Future of Democracy, Council of Europe, Madrid

Citizenlink

“The Missing Link”

Matt Poelmans, Director Burgerlink (Citizenlink), Netherlands

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

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

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

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

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

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

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)

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 info@burgerlink.nlInternet www.burgerlink.nl