Managing citizencentric service systems in Europe By Andres Crespo, EU shortterm egovernment expert

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Managing citizen-centric service systems in
Europe By Andres Crespo, EU short-term
e-government expert
??-???????? EU-China Information Society Project
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Managing citizen centric service systems in Europe

• ????
• Set yourself as the standard

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Managing citizen centric service systems in Europe

• This presentation has 3 key sections

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Managing citizen centric service systems in Europe

• Definition of a customer

An individual or organisation receiving at
least one of the goods and / or services a
merchant/service provider has to offer.
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Managing citizen centric service systems in Europe

• Customer services

Customer services are an enhancement for the
buying/receiving services experience as we all
need to be listened to by a caring and
understanding dealer when things go wrong that
promises everything that can be done, will be
done
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Managing citizen centric service systems in Europe

• Rationale in traditionally good sectors in
  customer services

Traditionally, the service sector is notorious
for its good customer services. Think of hotels
and restaurants. Always with someone waiting for
you at the door and making sure your stay is as
pleasant as possible. Merchant and service
provider knows how easy it is for you to go
somewhere else
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Managing citizen centric service systems in Europe

• Citizen definition and related terms

An individual born and raised in a town, city or
a village is a citizen of one of them. The term
citizen is also used by non-local administrations
(typically Countries use the term
citizenship) Those living within an
administration are called residents,
irrespective of these having been born and/or
raised in it. Members of the public is the way
public sector organisations refer to anybody that
they have to deal with, whether a citizen, a
resident, a tourist, a foreign student or anybody
else in their administrative area.
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Managing citizen centric service systems in Europe

• Citizen services does not equal customer services

Public services are provided to members of the
public (not just citizens!) with focus on its
residents (e.g. transport, environmental health,
hospitals, security, etc). Despite the
differences in the definition of customer and
citizen, the concept of offering customer
service is being adopted more and more by public
sector organisations to better serve members of
the public, mainly its residents. But the fact
that the concept is being borrowed does not mean
it is the same. Citizen services does not equal
customer services.
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Managing citizen centric service systems in Europe

• Differences and commonalities in customer and
  citizen services

Customers can instantly choose to buy/request
services from the shop next door if unhappy (e.g.
go to Pizza Hut if unhappy with MacDonalds). The
private sector knows it needs its customers
satisfied in order to survive. Members of the
public cannot request different providers so
easily if we are unhappy (e.g. if unhappy with
the bureaucracy involved in applying for a
passport or a visa, we cannot ask for a passport
from another Country). However, there is also a
growing realisation that the public sector also
needs to keep its customers satisfied in order
to survive (avoiding revolts, mass exodus and/or
political embarrassment).
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Managing citizen centric service systems in Europe

• Citizen services provision and its performance
  assessment

There is, or at least there should be, a formal
mechanism to measure the effectiveness and
satisfaction of every public service (e.g. in the
UK Best Value Reviews or Comprehensive
Performance Assessments) However, in a few
occasions, when public services are evaluated,
there is a tendency to highlight the good work
and minimise (or even omit) the bad to avoid
scandals, embarrassment, etc. Citizen-centric
services are very much about openness,
transparency and accountability, putting the
citizen in a stronger position to assess and
report our performance.
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Managing citizen centric service systems in Europe

• Owning up to our responsibilities

Transparency is demanded from all of us. Citizens
do not trust the services we provide
otherwise. This may require some adjustments,
not just from our departments. We have to own up
to our responsibilities and bring these changes
individually. In the UK, we have been using the
Freedom of Information Act and it results in
newspaper headlines nearly every day since its
introduction in 2003. In PR China the 1st code
of conduct for civil servants was announced
recently and will come into force in June this
year, ???????????.
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Managing citizen centric service systems in Europe

• Mid 90s EU e-Government

The web was introduced in the early 90s. China
was as usual an early starter, when in August
1986 the first email from Wu Weimin in Beijing
reached Dr.Steinberger in Geneva. IBM used the
term e-business for the first time in 1998 and
after that the e preceded everything, from
e-learning to e-commerce followed by the term
e-government. In China, The 1st National Meeting
on Informatization, convened by the State
Department in 1997 confirmed the 9th five years
plan on the informatization , which defined the
Internet as indispensable part of the national
information infrastructure. Despite all the EU
efforts, government sites did not keep up the
pace with private sector developments and citizen
take-up was not what was anticipated. Despite its
slow progress, this did not mean EU e-Government
ever failed. It simply did not follow the private
sector timetable.
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Managing citizen centric service systems in Europe

• Last decade EU state of play

FP3-4(1994-1999) TAP
FP5(1999-2002) IST
FP6(2002-2006) IST
ICT for Central Government
Systems Services for Administration
eGovernment
2003
1991

• Services to citizens and business, networked
  organizations
• - Multiplatform
• - Trust Security
• - Interoperability
• - eDemocracy
• Impact, economics, benefits

• Transformation change management
• smart governments
• e-democracy
• knowledge management
• trust and confidence
• socio economic research

• harmonization and interconnection of national
  networks
• co-operation among administrations
• integration of services

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Managing citizen centric service systems in Europe

• EU winds of change

The last 10 years produced a lot of good work on
e-initiatives such as smart-cards, and the
following shortcomings have been tackled in
recent projects - Different approaches, even
in a single country - Different levels of
collaboration between central government,
local government and the private sector -
Individual applications to multi-applications
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Managing citizen centric service systems in Europe

• Management of Secure services in a world of
  digital interaction

The Internet is a dangerous channel, full of
security holes and imperfections I am certain
that software and hardware has been chosen with
this in mind. However, the management of
secure services demands a broader view, one that
maximises the importance of human intervention.
This can only be tackled with strong security
guidelines and policies that are constantly
monitored for compliance, having a nominated
member of the staff whose only role is to ensure
IT Security . Having to employ an IT Security
officer may sound expensive, but it is nothing
compared with the cost to your organisation if
the public find out about a security breach that
puts them at risk (it usually cost the job of the
senior managers, ultimately responsible for
putting the measures in place).
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Managing citizen centric service systems in Europe

• Management of Secure services in a world of
  digital interaction (2)

• Security breaches are not always intentional
• Sometimes we leave the windows in our office open
  because it is too hot in the summer and someone
  takes the opportunity to jump in to steal the
  computers
• We give our office pass (soon to be a smart
  card!) to our work colleague because he or she
  forgot and are going out the street to have lunch
• We put our password or PIN code (four-digit
  security code) on a piece of paper next to our
  keyboard and many more innocent mistakes !!!
• Information Security Programmes in the EU and
  Guidance for Member States
• http//www.enisa.europa.eu/doc/pdf/deliverables/e
  nisa_is_aw_programmes_eu.pdf

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Managing citizen centric service systems in Europe

• System and database management

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Managing citizen centric service systems in Europe

• Human resources for System and database management

Depending on how Handan intends to deploy their
Smart card scheme - If the server side deployment
is all contained in the same office and handled
by existing IT staff instead of dedicated scheme
operators, this will have an impact on resource
requirements. On the client side, the level of
human resources depends on how many Service
Points (for example Libraries) will be required
to process Smart card applications and whether
sufficient training will be given to keep the
Service Points 'self sustaining', for example
Training new user's using existing staff.
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Managing citizen centric service systems in Europe

• Training for System and database management

• There are many smart-card courses on offer. Some
  available online. My advice is one or two
  individuals to take one of these general courses,
  adapt it to your smart-card business model with
  the help of an Instructional designer (e-learning
  specialist) and produce a course online that
  smartcard staff must take through your Intranets
  or password-protected Internet websites.
• The online Fundamentals of Smart Card Technology
  course (http//www.smartcardalliance.org)
  provides an overview of the basic components of
  smart card technology and the applications used
  throughout the global marketplace. The course
  covers topics from why people are moving to smart
  cards to how the basic structure of smart card
  architecture is formed and utilised.
• This course consists of nine modules and takes
  approximately six hours to complete. The online
  training course costs US99 per user.

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Managing citizen centric service systems in Europe

• The French Health Card SESAM-Vitale

Facts and figures Introduced in 1998,
SESAM-Vitale currently links more than 223,000
health care professionals with the Health
Insurance System. More than 900 million claim
reimbursement forms per year. This is the
smartcard which is the most used in France (given
today to all insured persons and beneficiaries
aged 16 and above). Reimbursement of the
insured person within five days instead of 2 to 3
weeks (paper based) 48 million smartcards, 230
health software applications, 210,000 card
readers, 25 servers handling the flows, 23,000
terminals for card updating. The daily running
of this infrastructure requires a permanent
monitoring of the service level (deadlines,
reliability, management of incidents, etc).
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Managing citizen centric service systems in Europe

• The French SESAM-Vitale coordinates the NETCARDS
  project

SESAM-Vitale is also a program linked with our
European partners GIE SESAM-Vitale coordinates
the European NETCARDS project. The NETC_at_RDS
Project aims to improve the access of mobile
European citizens to the national health care
systems using advanced smart card technology.
Chinese translation can be inserted here
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Managing citizen centric service systems in Europe

• Estonian national ID Card

• Issued by
• Department of Citizenship and Migration
• Subcontractor
• TRÜB Switzerland
• First card issued
• 01 January 2002
• 1,000,000 issued as Oct 2006

Based on 16 Kb RSA crypto-chip 2 private keys
authentication certificate certificate to issue
digital signature A file with personal data
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Managing citizen centric service systems in Europe
SS security server AS adapter server
X-Road centre
Banks
Estonian ID database/information systems
2007?05?15?
??-????????
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Managing citizen centric service systems in Europe

• An EU successful failure EURO-CITI

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Managing citizen centric service systems in Europe

• An EU successful failure EURO-CITI

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Managing citizen centric service systems in Europe

• An EU successful failure EURO-CITI

EURO-CITI was formed in the year 2000 as a
pan-European consortium with partners in Germany,
France, Spain, Greece and the UK
(http//www.euro-citi.org). Its main
objectives were to provide citizens of local
areas with advanced secure transaction services
that could be accessed via Internet-enabled
computers and WAP-enabled devices (mobile phones,
PDAs, etc.) Using Smart cards and/or
Login-password with web-enabled digital
certificates EURO-CITI was delivered in time,
within budget and to the quality specified. It
was shelved in 2003, only a few months after
completion
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Managing citizen centric service systems in Europe

• Transferable lesson Accessibility of service -
  Inclusion

Citizens are NOT equals but have equal rights,
including the right to access your new services.
Plan citizens accessibility to their citizen
services (inclusion). If this is done in the
beginning, this is very easy to achieve. The
closer to project completion, the harder it gets
to implement changes. Consider further
information on Towards an inclusive Information
Society. ICT industry White Paper on Inclusion,
EICTA, December 2006. http//www.eicta.org/filead
min/user_upload/document/document1166540368.pdf
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Managing citizen centric service systems in Europe

• Transferable lessons Communications/trust in
  partnership working is key to data sharing

Is your organisation managing their data assets
alright? Do you trust your new partners with the
data you accumulated over the years? The bottom
line is, will you surrender ownership of your
data assets to a new centre that you may not have
any control over who will be responsible for
inaccurate data when things go wrong and there is
a public scandal? No need to panic! As long as
you regularly communicate and discuss these and
related issues with your new partners, have
regular events (formal and informal!) and keep
the trust going, data sharing will be the most
efficient and effective way to work for all parts
involved.
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Managing citizen centric service systems in Europe

• Transferable lessons Avoid re-inventing the wheel

Time and time again you will agonise to find a
solution that somebody already has. In Europe
we experience this all the time when different
similar projects get together to discuss their
progress. It is such a time-saving exercise
!!! China has a history of early inventions.
It is perhaps the most resourceful and creative
Country in the world. When you think there is not
clear solution to a problem, just share your
concerns with other Chinese counterparts that are
going through the same. Along the project,
invite or visit similar projects within PR China.
Do confidential Peer reviews (they study your
project and criticise it and you do the same to
theirs).
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Managing citizen centric service systems in Europe

• Transferable lessons Plan for the future, the
  present is already leaving you

Technology moves at a very fast pace. Whatever
technology you are planning to use today, might
be superseded in only a few years time (e.g.
mobile phone SIM cards or biometrics might take
over smart cards). However, if your new
process model is robust and your data is
interoperable, you will be safe in the knowledge
that you may just have to change a few components
of software here and there, instead of starting
this project all over again.
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Managing citizen centric service systems in Europe

• Transferable lessons Manage your RISKS

PR China is no stranger to earthquakes, floods,
epidemics such as avian flu (SARS) and other
natural disasters. It is an undeniable fact of
life. Mother Nature makes us feel its might from
time to time. Sometimes it is not something as
drastic as that. Simple power cuts or the air
condition does not work in the server room in the
summer and servers have to be shut down. Hackers
or cyber terrorists try to disrupt our operations
as soon as it is known we lower our guard (one
week National holiday in October, one week in
Chinese New Year, nearly one week 1st of May
etc) We cannot help any of these happening, but
we can prepare for it !!! Have you got a Risk
log? Do you know what would have the greatest
impact and how likely it is to happen? What is
your business continuity and disaster recovery
plans? Have you ever tried it?
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Managing citizen centric service systems in Europe

• Summary

The success of introducing smart-cards in Handan
is as much about everyone of us (including you!)
changing business practices as it is about
adopting technology. It may be daunting and will
require some serious effort on your part but ? ?
? ?, ? ? ? ? (nothing ventured, nothing
gained). You heard a few pointers on this
presentation things that you need to reflect on
and it will help you on your decisions but
remember nobody wants to be the man in the famous
Handans story ? ? ? ? This presentation is to
be applied WITH CHINESE CHARACTERS!!! ????
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Managing citizen centric service systems in Europe

• ? ? ? ? ? ? ? ?

Thank you! ??! For more information,
contact ??????,??? www.eu-china-infso.org