The document summarizes key findings and challenges from a study on empowering citizens to transform European public administrations. Some of the key findings include that co-creation processes can significantly impact a public administration's organization, digital public services require more than just websites and can be more complex than banking sites, and public service and citizen data is currently scattered across databases. Challenges include translating academic research into applicable solutions that can scale within public administrations and integrating social science and technological results.

1. Empowering Citizens to Transform
European Public Administrations
Key Findings and Challenges
Leire Orue-Echevarria, PhD, PMP
Brussels, July 4th 2019

2. Key Findings
1. Co-creation:
 A co-creation process can have serious
implications in the organization of a PA, even
implying a complete re-structuring (example:
Antwerp)
 A PA that wants to start with co-creation should
have some guidelines, not only on the steps but
also on the different tools, techniques and
methods that could be used in each pase of the
process, as well as on how to select the target
audiences (environment analysis)
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3. Key Findings
2. Offering a (digital) public service entails more
activities than just running a (plain) website and
it can be more complex (in terms of
transactions) than a banking / retail website
 Redesign the service and its supporting processes
and organization
 Promote the personalization or ‘Intelligent Service
Discovery’ of existing services
 The personalization can only be done with
meaningful and comprehensive rules that need to
cover also different levels of PAs (this can also be
considered a challenge)
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4. Key Findings
3. Digital Public Services
nowadays are (still) not defined using ISA2
vocabularies such as the Common Public Service
Vocabulary (CPSV), which hinders (cross-border and
PA) interoperability.
Also, information about services and citizens are
scattered in multiple databases, which makes harder
the personalization, aggregated evaluation
(satisfaction) and extraction of knowledge to analyse
the entry, exit, voice and loyalty towards (digital)
public services
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5. Key Findings
4. Public officials often struggle with regulation
and legislation that needs to be applied
when offering a (digital) public service.
5. Public officials are willing to engage and
partake in participatory decision-making but
with some conditions.
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6. Key Challenges
1. Translate academic / research results into
applicable solutions that can be scaled up in
the PAs
 E.g. by means of methodologies and supporting
ICT tools (e.g. DIGIMAT)
2. Integrate / Translate the knowledge and,
when appropriate, the results of social
sciences research into ICT enablers /
technological – based results
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7. Key Challenges
3. Technological aspects:
 ICT services of PAs still have to migrate their systems
to conform to the EIF and ISA2 specifications in order
to profit from some components of CITADEL
 (Open) Data should be improved in order to get
more insights about certain KPIs
 Integration of ICT Enablers in existing eGovernment
sites is not straightforward since the results of
CITADEL are proof-of-concepts with TRL5.
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