My presentation on the Danish approach to online service delivery and public service delivery in general. Key note at KCC Congress, Bussum (NL), 13 October 2016 http://www.kcc-congres.nl/

1. SERVICE DESIGN, CHANNELS AND USE:
KCC CONGRES
Morten Meyerhoff Nielsen
UNU-EGOV / TUT-RNS
KCC Congres, Bussum (NL), 13 October 2016
DANISH ONLINE SERVICE DELIVERY

2. THE GORDIAN KNOT –
OUTLINING THE eSERVICE CONUNDRUM

3. ICT investments to date has not:
• Achieve the efficiency and effectiveness envisaged
• Public-sector governance model and multi-stakeholder
cooperation lacking
CONUNDRUM

4. OUTLININGACONUNDRUM
Linearrelationshipbetweenhomeaccessandfrequencyofuse

5. OUTLININGACONUNDRUM
LinearrelationshipbetweeninternetandeBankinguse

6. OUTLININGACONUNDRUM
Non-linearrelationshipbetweeneBankingandpubliceServices

7. Relationship between use of, home access, use of online banking and the propensity to use online public sector
transactional services, download forms and obtaining information in EU28 and 12 selected countries (2008)
SOME STATISTICS

8. Relationship between use of, home access, use of online banking and the propensity to use online public sector
transactional services, download forms and obtaining information in EU28 and 12 selected countries (2013)
SOME STATISTICS

9. THE STATE
THE DANISH STRATEGY

10. • 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:
DANISH STUDIES SHOW
Source: KL, 2011.
€ 1 equal to DKK 7.44, on
30/11/2011

11. THEeGOVERMENTSTRATEGY
THREEMAINTRACKSFOCUSONKEYDANISHCHALLENGES

12. Legislation, channel-strategy,
communication ensure volume
User-friendliness underpins choice
and volume
incentive
to invest in
eServices
eServices
volume
of information
request
ROI
volume
GOVERNANCE, COOPERATION, COORDINATION
MANDATORY ONLINE SELF-SERVICE:
• Close the paper channel!
• 80% of population use eService
• 80% of service volumes (selected services)
online
• 80% of letters digitised
• Save € 300 million annually
USER-FRIENDLINESS:
• Useability guide
• Wholistic approach to language, design
and functionality, platforms
• Minimise the risk of the mandatory online
self-service strategy

13. USEABILITY GUIDE
Objective:
• To raise the minimum standard of user-friendliness in public sector eServices
• To consolidate existing and identify missing useability principles
• To faciliate and support the user-friendly service design
• To inspire
• To minimise business case risk for the ”mandatory use of eServices” and the ”80% target”
Elements
• One guide, strong versioning
• Measurable accept criteria
• Tool kit
• Joint public sector ownership and support from the vendor and expert community

14. LANGUAGE USE
Objective: Simple, clear and understandable language use
Criteria:
• 1.1 Follow language guidelines
• 1.2 Use simple are clear language
• 1.3 Guide the user
• 1.4 Give meaningfull feedback on errors
• 1.5 Error messages must be in Danish

15. DESIGN, FLOW AND FUNCTIONALITY
Objective: A logic, consistent and simple user-experience
Criteria:
• 2.1 Comply with design manuals
• 2.2 Prepare and manage user expectations
• 2.3 Create a logical and consistent flow
• 2.4 Summarise entered data
• 2.5 Check and validate data prior to submission
• 2.6 Provide receipt
• 2.7 Responsible authority must be visible
• 2.8 Optimise to relevant platforms and devices
• 2.9 Optimise to browsers
• 2.10 Pre-launch user-tests

16. DATA, COMPONENTS AND STANDARDS
Objective: Reuse data, components and standards.
Criteria:
• 3.1 Use secure login and single sign-on (NemLog-in)
• 3.2 Reuse existing data
• 3.3 Reuse components
• 3.4 Use joint public, international and open standards
• 3.5 Adapt flow and data requests based on entered information
• 3.6 Store data securely
• 3.7 User teller-script

17. WEB-ACCESSIBILITY
Objective: Access for all
Criteria:
• 4.1 – 4.4 WCAG 2.0 AA – THE WHOLE SPECTRUM

18. EXAMPLES AND TOOLS
Examples and tools are structured as:
• How to use the exampel or tool
• Advantages
• Disadvantages and limitations
• Relevant links
• Any relevant link requirements (e.g. login)
• Responsibility for example or tool (usually an authority)
• Date stamp of example or tool
Key tools:
• Useability guide http://arkitekturguiden.digitaliser.dk/godselvbetjening
• For citizen eServices http://htmlguide.borger.dk/
• For business eServices http://designmanual.virk.dk/

19. eSERVICE TODAY AND IN THE FUTURE
?
?
?
?
TODAY: FRAGMENTED THE FUTURE: PERSONALTOMORROW: WHOLE-OF-GOVERNMENT

20. eSERVICE
PHYSICAL
SERVICE
CENTER
CALL
CENTER
FEEDBACK LOOPS
FOR SERVICE
IMPROVEMENTS

21. ACHIEVEMENTS
AND BENEFIT REALISATION

22. Benefit realisation and progress
• Automate data collection of eService use
• Monitor progress
• Focus on ”degree self-service” over time
• Facilitate intelligent decision making
• Underpin benefit realisation
www.scorecard.digst.dk
BUSINESSINTELIGENCE
THEDIGITALSCORECARD

23. www.statistik.borger.dk
Filtered on “report rodents” and “municipalities in the capital region” for the last month
Early BI tool
• Automate data collection
• Monitor eSerivce and portfolio:
- Use
- Completion rates
- Completion times
• Compare:
- Services
- Service areas
- With other authorities
- With other vendors
BUSINESSINTELIGENCE
STATISTIK.BORGER.DK

24. Source: www.scorecard.digst.dk 24/03/2015
RESULTS2012-2015
The digital ID and signature NemID
• 93+% (4.4 million) of eligible citizens have NemID
• 120+ million public sector NemID transactions the last 12 months
The Digital Postbox and secure storage:
• Two-way encrypted communication
• 89+% (4.18 million) of Danes over 15 have a Digital Postbox
• 10.8% (508,779) has been exempted (target was max 20%)
• 43+ million digital letters to and 0.56 million from Digital Postbox,
• 1.07 million SMS reminders from 1 Dec’13 to 30 Nov’14

25. Source: www.scorecard.digst.dk 24/03/2015
RESULTS2012-2015

26. CONTACT
MORTEN MEYERHOFF NIELSEN
United Nations University, Operating Unit for Policy-Driven Electronic Governance
Tallinn University of Technology, Ragnar Nurkse School of Innovation and Governance
Tel (PT): +351 93 05 97 009
Tel (EE): +372 59 06 07 09
Tel (DK): +45 23 92 22 91
Web: egov.unu.edu / ttu.ee/nurkse
Mail: meyerhoff@unu.edu / morten.nielsen@ttu.ee / mortenmeyerhoff@gmail.com
Twitter: @mortenmeyerhoff
LinkedIN: mortenmeyerhoff