3. Voorzitter
Hans Hoornstra

4. Dagvoorzitter
Wijnand van Lieshout

6. Twitter: #NCDO
App:m.twoppy.com/DigitaleOverheid

7. Lunchsessies:
In Foyer
in Cinema 1

8. Minister van
Binnenlandse
Zaken en
Koninkrijksrelaties
Ronald Plasterk

9. Welkomstboodschap
Minister Plasterk

10. Het lef en de lessen van
Digitaal Denemarken
Morten Meyerhoff-Nielsen

11. Morten Meyerhoff Nielsen
Nationaal Congres Digitale Overheid, Amsterdam (NL)
14-15 May 2014
SPEAKING DANISH IN THE NETHERLANDS:
What can we learn from the Danish experience?

12. THE BACKGROUND

13. GOALS AND DILEMMAS TODAY
GOVERNANCE
Users as citizens, entrepreneurs, and voters
Dilemma: Balance between interests and transparency
EFFICIENCY
Users pay tax
Dilemma: ’More for less’
EFFECTIVENESS
Users as consumers
Dilemma: Public sector can’t choose its customers

14. 70
75
80
85
90
95
100
105
95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10
70
75
80
85
90
95
100
105
Export market share Wage competitiveness
Index (1995=100) Index (1995=100)
Denmark has lost wage competitiveness
and lost market shares since 2000
0,0
1,0
2,0
3,0
4,0
5,0
KOR
POL
CHI
USA
FIN
SWE
JPN
UK
NLD
DEU
ESP
FRA
NOR
DNK
BEL
ITA
0,0
1,0
2,0
3,0
4,0
5,0
Pct. Pct.
Yearly productivity growth since 2000
in Denmark and selected countries
Source: OECD, Statistics Denmark and calculations from the Ministry of Finance, Denmark:
WEAK COMPETITIVENESS & PRODUCTIVITY GROWTH

15. 1,49 1,56
0,67
0,30
0,60
1,34
1,41
2,31
3,79
3,87
4,24
0,00
0,50
1,00
1,50
2,00
2,50
3,00
3,50
4,00
4,50
5,00
5,50
6,00
Online service
(automated)
Online service
(manual)
Telephone Electronic post Post In person
Fixed costs in € (estimate) Variable cost in € (incl work hours)
DANISH STUDIES SHOW THAT
• 85% of Danes want to serve themselves online, as long
as the solutions are user-friendly
• 10-15% of the citizen service takes place digitally
Studies also show that average € cost of service provision
is:
Source: KL, 2011. € 1 equal to DKK 7.44 on 30/11/2011

16. THE CONUNDRUM

17. OUTLINING A CONUNDRUM
83%
91%
82%
85%
83%
50%
66%
95%
92%
82%
79%
75%
53%
57%
79%
72%
42%
41%
37%
25%
21%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Household internet connection
Internet use in the last week (all
individuals)
Online banking
Interact with public administration
Obtain information
Download forms
Complete eServiceEU28
NL
DK
Source: Eurostat 2014

18. • Denmark (pop. c. 5.600.000)
• 20+ national ministries
• 5 regions (pop. av. 1.100.000)
• 98 municipalities (pop. av. 55.000)
• Discretion to set taxes
• Municipalities and regions
responsible for 75% of public
consumption incl. health care
(regions), elderly care, primary
schools and child care
(municipalities)
• State (central) primarily responsible
for public services incl.
police, defence and railroad services
LEVELS OF GOVERNMENT

19. Danish Regions
(5 regions)
Management
committee of
Danish Regions
Local Government
Denmark
(98 municipalities)
Management
committee of
LGDK
STAKEHOLDERS
Central
government
(23 ministries)
DIGST / Ministry
of Finance
CENTRAL REGIONAL LOCAL
Region
Region Region
Region
Region
Danish
Regions
Municipality
Municipality Municipality
Municipality
Municipality
LGDK
Ministry
Ministry Ministry
Ministry
Ministry
DIGST / MF

20. THE SOLUTION

21. Contributes to the implementation of
sound economic policies through:
• Public sector innovation through ICT
• Improving efficiency and effectiveness
• Ensure outcomes of eGov. implementation
Takes full responsibility of initiatives from
idea to outcomes
MISSION AND VISION

22. 10 YEARS OF eGOVERMENT STRATEGY

23. THE eGOVERNMENT STRATEGY
THREE MAIN TRACKS FOCUS ON KEY DANISH CHALLENGES

24. TARGETED FOCUS
DIGITAL COMMUNICATION AND eSERVICES
Legislation, channel-
strategy, communication
ensure volume
User-friendliness
underpin choice
and volume
incentive
to invest in
eServices
eServices
volume
of information
request
ROI
volume

25. ALL ROADS LEAD TO ACTION - INTEGRATION
Between different government departments or agencies including non-governmental
actors such as companies in the private sector (in PPPs), and NGOs in the third sector,
e.g. integration of multiple governmental functions in one place or between places at the
same level (cross-border).
Traditional, compartment
alised, bureaucratic
government
Between government
levels:
• international
• national/federal
• regional
• local
• community
e.g. integration of single
government functions like
administration, health, educ
ation, etc.
Both vertical and horizontal integration = tailored and joined-up government
for:
- citizens e.g. life events
- business e.g. discrete activities
- targeted at specific user groups
Vertical integration
Horizontal integration

26. WELL-FUNCTIONING AND USER-FRIENDLY
SERVICES
Requirements incl.:
• Short and precise formulations – no
thanks to ”burocrathic language”
• Logic and intuitiv, graphical design
• Access to help
• Summary of all entered data before
submission
• Functions in major browsers
• Receipt
• Reuse of data and components
• WCAG 2.0 AA
http://arkitekturguiden.digitaliser.dk/god
selvbetjening
And what do we do to secure it?
• Screening of existing eServices
• Status reporting related to mandatory
eServices
• Development guide for well-
functioning eServices
• Information and advise to authorities
and it-developers
• Re-vamped borger.dk
• Joint communication, it-skills
development and it-assistance
https://www.gov.uk/service-manual

27. REMEMBER AGILE DEVELOPMETN, USER-
INVOLVEMENT AND TEST
Source: Andy Williamson and Morten Meyerhoff Nielsen (2013) www.democrati.se

28. INSTITUTIONAL ASPECTS
STS and strategy committees, Agency for
Digitisation, cross-organisational initiatives
in consultation with other national
stakeholders. Existence of ICT-promoting
mechanisms in different fields, eg national
portals borger.dk, virk.dk, sundhed.dk and
campaigns
ICT-PROMOTION MECHANISMSNATIONAL STRATEGIES
Focus on a consistent eGovernment
system. Emphasis convenience and
efficiency and effectiveness and key
infrastructure and components (eg
standards, eIDs, Single-Sign-
on), platforms and platforms (eg
portals)
PERSONAL INFORMATION
Protection by laws and the Data
Protection Agency. Trust in agencies
DECENTRALISATION OF GOVERNMENT AUTHORITY
Highly advanced, also in budgetary aspects
POLICY-MAKING PROCESS
Consensus/mixed top-down and bottom-up
INCENTIVE POLICIES
Clear incentives and semi-
mandatory measures

29. CONTRIBUTING TO INFRASTRUCTURE
UNIQUE IDENTIFIERS AND INDENTITY MANAGEMENT
Personal ID/CPR since 1968. Cooperation with the private sector;
Corporate ID/CVR in operation; Property ID/BBR in operation
DIGITAL SIGNATURE
c. 3.7 million active personal - simple three factor authentication
digital signature with an ID, password, and keycard
Professional/corporate - software based but
with simple three factor authentication being
developed for roll-out in 2012
Professional/corporate - software based but
with simple three factor authentication being
developed for roll-out in 2012
NB: Smartphone version mid-2014

30. SERVICE DEVELOPMENT
DEVELOPMENT APPROACH
Business case, user-
centric, private sector
inspired, testing, participatory
design
SOFTWARE DEVELOPMENT - VENDORS
Initiatives taken by Local Government Denmark (KOMBIT /Umbrella
projects) for joint development and/or procurement (past KMD set-up and
owned by municipalities). Limited competition
SYSTEM CONSTRUCTION
In-house. Accumulation of know-how
In-source expertise, out-source
development
INFLUENCING FACTORS
THE MARKET
Demand-pull
BUSINESS RELATIONS
Cooperation with the private sector
ENGAGEMENT
High level (c 85% voting rate)
RISK ADVERSITY
Tendency to try to change risks into

31. CONCLUSIONS
• Do not reinvent the wheel, ie cross-
governmental cooperation and reuse
makes is at the core of success.
• Funnels are good, ie promote online
services, personalise the service
experience
• Feedback loops are essential, ie have a
channel strategy and ensure the
channels work together

32. Morten Meyerhoff Nielsen
Mobile: +45 4078 7065
Mail: meyer@digst.dk
LinkedIn: mortenmeyerhoff
Twitter: @mortenmeyerhoff
Danish Agency for Digitisation
Landgreven 4, Postboks 2193
1017 København K
Denmark
www.digst.dk, www.borger.dk, http://arkitekturguiden.digitaliser.dk/godselvbetjening
FOR MORE INFORMATION

34. Digitalisering maakt de
wereld persoonlijker
Julia Glidden

35. Digital Makes the World
Personal: A Roadmap for 21st
Century Innovation
Dr. Julia Glidden
21c Consultancy
Nationaal Congres
Digitale Overheid
Amsterdam
14-15 May 2014

36. The Vision:
Government as an Innovation Platform

37. The Trend:
From PC to Phone….

38. The Winner....

39. The Tools:
Are All in OUR Phones

40. The Data:
Is Everywhere WE Go

41. The Talent:
Is All in OUR hands

42. The New Possibilities are Limitless….

43. From the Less Salubrious….

44. To the More Practical….

45. What has been Missing so Far….

46. Three Steps to making your city an Open Data-
Powered Innovation Platform
Preparing Cities to be effective Platforms by
combining the release of open data with
template apps to catalyse innovation
Validating the City as a ‘Platform of
Platforms’ via a vertically integrated, end-
to-end service demonstrator
Scaling the City as a Platform into a pan-
European system of
integrated, georeferenced hubs
1
2
3

47. Smart Transport:
A Smart Place to Start

48. Step 1: Open the Data and Create Apps

49. Step 2: Aggregate and Sell the Apps

50. Step 3: Expand and Scale the Innovation

51. From Smart Planning…

52. To Smart Paying

53. The Possibilities for a More Personalised Digital
World are Limitless….

54. Or rather, in our phones!

55. Conclusion
Start Your Own Roadmap:
• Use government as platform
• Pick a business area that matters
• Open data!
• Engage the community
• Support app development
• Think cross-border!

56. 4 Pitches van elk 1 minuut
Wie is de winnaar?

57. De vier zaalvoorzitters
CINEMA 1
WORKSHOPRUIMTE
ROOM w/a VIEW
CINEMA 4
Wijnand van Lieshout
Ronilla Snellen
Hans Hoornstra
Nathalie
Mangelaars

59. Is hier een betere foto van?