Citadel bari event v0.1
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Marisa Escalante, technical coordinator introduces the CITADEL project to the audience in the Workshop in Bari
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Citadel bari event v0.1
- 1. Empowering Citizens to Transform European Public Administrations Horizon2020 Project “CITADEL” and the relevance for eGovernment Action Plan 2016 – 2020 Marisa Escalante (TECNALIA, CITADEL Technical Coordinator) Bari, 12th April 2019
- 2. Project Fiche: Key Data GA 726755 (c) CITADEL Consortium 2 1st October 2016 – 30th September 2019 3,591,431 € 11 partners from 4 European countries
- 3. Mission “Understanding and transforming the landscape of the European Public Sector” GA 726755 (c) CITADEL Consortium 3
- 4. Project Goal Explore, monitor and analyse the drivers, enablers, impact, risks and barriers of open, innovative and collaborative government across a diverse terrain of PAs through an open and scalable platform based on innovative ICTs in order to understand, transform and improve by proposing recommendations to enhance the PAs policies and processes with a view to deliver effective, inclusive and high quality public services across Europe. GA 726755 (c) CITADEL Consortium 4
- 5. Motivation and Context GA 726755 (c) CITADEL Consortium 5 Source: https://ec.europa.eu/digital-single-market/en/news/infographic-egovernment-action-plan-2016-2020-glance eGovernment Action Plan 2016 – 2020
- 6. Motivation and Context By 2020, public administrations and public institutions in the European Union should be open, efficient and inclusive, providing borderless, personalised, user-friendly, end-to-end digital public services to all citizens and businesses in the EU. Innovative approaches are used to design and deliver better services in line with the needs and demands of citizens and businesses. Public administrations use the opportunities offered by the new digital environment to facilitate their interactions with stakeholders and with each other. GA 726755 (c) CITADEL Consortium 6 eGovernment Action Plan 2016 – 2020 Source: http://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX:52016DC0179
- 7. Motivation and Context GA 726755 (c) CITADEL Consortium 7 eGovernment Action Plan 2016 – 2020 and Tallinn declaration Source: http://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX:52016DC0179 Source: http://ec.europa.eu/newsroom/document.cfm?doc_id=47559 7 principles Digital by default and user centricity Trustworthiness and security Interoperability by default Only once principle Openness and transparency ALL IN Inclusiveness and accessibility Cross-border by default ALL IN
- 8. Project Objectives GA 726755 (c) CITADEL Consortium 8 To analyse information to improve the effectiveness and efficiency of PAs and providing a set of recommendations To incentivize the co-creation of digital public services To increase the participation of Citizens by improving their experience with digital public services. To facilitate the use of the digital public services To validate CITADEL ecosystem in local, regional and national environments
- 9. CITADEL Approach GA 726755 (c) CITADEL Consortium 10 Based on “Making Public Services Efficient and Inclusive”, Hirschman (1970) and Rokkan (1974). Participation & Understanding Entry Voice Citizen Feedback Loyalty Satisfied Citizens Understanding the reasons for citizens leaving or not using services Exit
- 10. CITADEL Approach GA 726755 (c) CITADEL Consortium 11 Understand to transform Co-Create to transform ICT – Enablers to transform • Collect information • Analyse information • Recommend • Identify exact need • Team up • Co-create
- 11. ICT Enablers – Components GA 726755 (c) CITADEL Consortium 12 CITADEL Service Discovery KPI Generation CITADEL User Assessment service Security Management Co-creation methodology supporting tool DIGIMAT CITADEL Ecosystem
- 12. ICT Enablers – CITADEL Service Discovery •To discover the most suitable set of services for a certain Citizen based on their available information Objective • PAs and Citizens Stakeholders • To facilitate the interoperability between PAs • To enable to find the most suitable services for each citizen. Added Value • VARAM use case Use cases
- 13. ICT Enablers – User Assessment •To provide the means to assess a used service (rating and comments). •To analyse the assessment of the different services by the users (sentiment analysis) •To provide a GUI to check the analysis of the comments. Objective • PAs and Citizens Stakeholders •To provide their comments (Citizens) •To be able to know and analyze the feedback of the citizens in a centralized way. (PAs) Added Value • VARAM and Antwerpen use cases Use cases
- 14. ICT Enablers – KPI Generation •To convert data to Linked Data, and to calculate Key Performance Indicators (KPIs) using the Linked Data To allow generating recommendations and enable PAs to publish data in a reusable format Objective • PAs Stakeholders •To afford PAs to find out why citizens stop using public services •To help PAs to use this information to re-adjust service provision to bring these citizens back in. •To identify why citizens are not using a given public service. Added Value • VARAM and Antwerpen use cases Use cases
- 15. ICT Enablers – Co-creation •To provide a way to be driven across all the different phases and steps envisaged as part of the CITADEL co-creation methodology, keeping track of all the findings along the way Objective • PAs Stakeholders •To obtain a customized methodology based on PAs context •To help PAs to Know the process to be followed in a co-creation methodology Added Value • Regione Puglia, VARAM and Antwerpen use cases Use cases
- 16. ICT Enablers – Security •To provide access and authorization management mechanisms for the entire ecosystem •To provide security functionalities such as anonymization, encryption to preserve sensitive and confidential data in the information flows Objective • PAs and Civil Servants Stakeholders •To provide secure and trust environments to PAs and the civil servant. Added Value •Smart working for the Municipality of Bari Encryption functionality Use cases
- 17. ICT Enablers – DIGIMAT •To perform an assessment on the maturity of a Public Administration with respect to the provision of Digital Services. •To capture information through online questionnaires •To provide a report including numerical and graphical data with recommendations for improvement. Objective • PAs Stakeholders •To know the digital maturity of the PA and obtain the recommendations to improve this level. Added Value •Regione Puglia, VARAM and Antwerpen use cases Use cases
- 18. Use Cases GA 726755 (c) CITADEL Consortium 19 City of Antwerp improvement of the A- STAD platform's reach by enforcing 'loyalty' (keeping current users active) and enhancing 'entry' (attracting non-users to start using the platform) • Local Level Puglia Region co-design of public digital services concerning security, quality and open data and digital maturity assessment of Apulian Public Administration • Region Level VARAM (Latvia) improve public service delivery channels and public administration’s knowledge and mind- set regarding end-users involvement and providing services in user-centric manner • National Level
- 19. CITADEL Value Chain GA 726755 (c) CITADEL Consortium 20 Stakeholders Public Sector Who will use CITADEL Who will ultimately benefit Private Sector CitizensPublic Sector
- 20. Contact Information Leire Orue-Echevarria, MBA, PhD, PMP (TECNALIA) Leire.Orue-Echevarria@tecnalia.com +34 664 103 005 www.citadel-h2020.eu @citadelh2020 GA 726755 (c) CITADEL Consortium 21
- 21. GA 726755 (c) CITADEL Consortium 22 THANK YOU!
- 22. GA 726755 (c) CITADEL Consortium 23 This project has received funding from the European Union’s Horizon 2020 research and innovation programme under grant agreement No 726755
Editor's Notes
- How does CITADEL fit in the context of eGovernment? Taking a look at the Egvt action plan, and the three main pillars identified, which are digitse and enable, cross-border mobility and engage, CITADEL focuses on digitise and enable, making public servicesmore efficient and effective, seeking a personalization for the citizens, trying to understand the willingess of the public servants towarrds the new changes occurring with these new technologies and new engagement approaches, in which citizens and governments work together in the deisgn of better and improved publuc services.
- Reading carefully the egvt action plan, we find this declaration (read). Here the key keywords are open, efficient, inclusive, personalized, user friendly and end-to end. You can see that the general objective of CITADEL is very related to this statement of the e goverment action plan
- The realization of the visión above is expected to be done by 7 principles: Digital by default, Only once principle, Inclusiveness and accessibility, Openness & transparency, Cross-border by default, Interoperability by default, Trustworthiness & Security. Out of these 7 principles, CITADEL aims to provide solutions to the following ones: digital by default, openness, inclusiveness and trustworthiness
- O1: To analyse information coming from different sources to improve the effectiveness and efficiency of PAs by providing a set of recommendations to transform its processes and policies. O2: To incentivize the co-creation of digital public services by empowering citizens and PA’s. O3: To increase the participation of Citizens in the Public Administration system by improving their experience when using digital public services. O4: To facilitate the use of the digital public services integrating the previous results into a CITADEL Ecosystem. O5: To validate CITADEL ecosystem in local, regional and national environments
- Why are digital services not used (as much as expected), or citizens stop using them at a certain stage of the process? What keeps citizens from re-using a digital service? How can digital services be more citizen-centric, personalized and more efficient? What’s the attitude of civil servants to engage with citizens? Is co-creation a one-size-fits-all? How can co-creation be customized depending on the context? Interdisciplinariety between social sciences and ICT Engagement of citizens and public administrations as a whole Create a sustainable model for CITADEL and for the digital public services affected by the CITADEL pilots
- Taking into account the CITADEL concept explained, we thought that the project should have two main pillar and one more to support the other two. First pillar is the one called “Understand to transform”, Here it is important to know the reason for entry or exit of the public system Second pillar called “co-create to transform” provide the means to facilitate the co-creation process between all the stakaeholders involved (Citizens, Public sector and Private sector) And the third one is one pillar to support the other two, through the provision of ICT tools that enable to implement the CITADEL approach.
- VARAM : Ministry of Enviromental Protection and Regional Development
- This pillar could be understand as a three steps: 1.- Collect information that help us to understand the entry and exit aspects analyzing the context of the citizens., and to study the behavior and opinions of the citizens through the loyalty an voice of the citizen. 2.- Once we have the information, the following task is analyzed this information, here we should identify the relevant information for each PA or for each context. Based on this information it is important to derive the needs of the citizens and also of the PAs. 3.- The last planned step is to help the PA to transform their Policies, to do this CITADEL will provide to PAs with Key Performance indicators, to help them to take decision and also recommendation and guidelines to transform their policies.
- The second pillar is co-create to transform: 1.- Identify the needs: thorough the Voice and Loyalty aspects, the behavior and the feedback of the users will be analysed and based on this information new services to be co-created will be identified 2.- Team up, During this step and based on the information of the services to be created the services will be prioritised and the characteristics of the people to be participated in the process will be defined (required knowledge, age, country…) 3.- Co-create. For this step CITADEL is going to create a Co-creation methodology. This methodology has two main characteristics: 1.- it will be supported by a tool and second one will be customizable depending on the PA context or characteristics. The rules for these customisation will be derivated from the analysis done in the first step.
- ICT Enabler to transform This pillar is an enabler to facilitate all the activities described until now. First of all, Processes on how the citizens and PA is going to interact with the CITADEL ecosystem and the functionalities that should be covered. The next step in this pillar is to define the requirements of the CITADEL Ecosystem based on the functionalities to be covered and prioritize these requirements taking into account the Use cases requirements, and finally to design the ecosystem detailing the modules required to implement all the CITADEL KRs. The last step has two main aspect one is to present a cloud based solution fro the CITADEL Ecosystem, and the other is to follow a DevOps approach for the developing and integration of all the CITADEL components and results