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Innovative practices for enhancing eGovernment
through Knowledge Managementthe user perspective
International Conference on eGovernment
enhancementvia knowledge management (EG²KM)
12-13 September 2006, Crown Princess Hotel, Kuala
Lumpur, Malaysia Jeremy MillardDanish
Technological Institute
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Overview

• 1 Putting the user in the centre
• Proactive and personalised services
• 2 To e or not to e
• Flexi-channelling and intermediaries
• 3 User-driven innovation
• Co-creation and networks of producers consumers
• 4 Governing the societal interest
• The future mandate competence of the public
  sector

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Innovation through personalised and pro-active
services

• User segmentation
• Types and needs of user
• User situation
• User-government relations
• Business processes, staff training, etc.
• Types and uses of ICT
• context location aware
• intelligent complex decision making
• predictive through automatic scenarios,
  simulations, impact assessments
• The disappearing service
• Public sector takes full responsibility to
  determine and deliver
• So, user also needs to be able to turn-off move
  from invisible to visible
• Typically services which government must supply,
  possesses the data, has high degree of
  integration, and are no legal barriers

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Pro-active services

• As back offices become more and more integrated
  and able to share data and resources amongst
  themselves, it is possible to offer services
  which require little or no initiative from, or
  action by, the user, thus saving the user time,
  expense and effort
• For example family allowances in Ireland

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Knowledge transfer to users

• User takes control for service
• For service initiation and use
• User self-service
• Typically services where government
• is not legally obliged to initiate
• does not already posses all the data
• may be legal restrictions on data sharing
• no legal or ethical barriers to users taking
  control
• User becomes an agent of government
• User as unpaid manager of own service supply
• Services dis-intermediated onto the user (cuts
  out government as middle-man)
• Good for government efficiency
• But, digital divide issues ?

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User self-service

• Greater back-office integration and
  interoperability enables the user hier or himself
  to take more control, responsibility and
  initiative, so the user can determine, largely on
  an individual basis, precisely where, when and
  how the service is to be used
• For example enrolment in higher education in
  Finland

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The role of flexi-channellingCitizens contact
with government
Source eUSER 2006 Base adult population

• In person remains most common, but large country
  differences
• Mean contact with government only 1.6 times per
  year

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Citizen users and multi-channel

• eGovernment citizen users
• 60-70 also use in-person, telephone, post (
  other electronic)
• are not just Internet nerds but use
  government services more, other channels more
• are flexi-channellers channel balancers
  switch between channels, make choices on most
  appropriate channel suited to citizen preference,
  service task

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The role of intermediaries
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Source eUSER 2006 Base eGovernment users

• 30-70 rule for eGovernment users
• 30 assisted by social intermediary, 70 use
  entirely on own
• 30 of assisted are totally assisted, 70
  partially assisted
• Important differences between countries

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Typical user profiles

• Government
• user
• cf. all adults
• higher education
• higher income
• not-employed, retired, invalid
• over 65

• eGovernment user
• cf. gov users
• country with high eGovernment roll-out
• country with high Internet roll-out
• well developed eSkills eAttitudes
• in employment
• aged 25-34
• male
• uses gov services more often
• uses wider range of gov service types
• uses wider range a different channels, not only
  ICT

• Receiver of assistance
• cf. eGov users
• low eSkills/eAttitudes
• manual or unskilled occupations
• not working or retired
• rare Internet user
• country with not very advanced eGov roll-out
• aged 50 plus
• low eOrientation
• female
• below secondary level education
• low income or in poverty
• Internet access outside the home

• Social
• Intermediary
• for eGov
• cf. eGov users
• early retired, invalid
• quite high eSkills/ eAttitudes
• Internet access in the home
• unemployed
• aged 35-64
• country with not very advanced eGov roll-out

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Civil servant intermediaries citizen-account
manager

• Built on savings from down-sizing back-office
• Re-deploying resources to up-sizing the
  front-office
• The empowered front-line civil servant
  on-the-street
• But not delivering services in same old way
  rather changing whole context and content of
  service deliver
• Combining codified knowledge
• highly intelligent back-office systems
• With tacit and experiential knowledge
• personal relationships between individual civil
  servants and individual users
• user does not have to use ICT him/herself
• Has huge implications for knowledge management in
  the public sector technical, organisational,
  legal, ethical
• Also for (re)training and (re)skilling of staff,
  also for the quality of their work
• Example civil servants digital suitcase in
  Berlin
• Example the mobile civil servant in Seattle,
  USA

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Networks of producers

• User-driven innovation users as co-creators
• Not just government for the people but also
  government by the people
• User-driven innovation is a big step on from
  user in the centre
• The user becomes a (co) creator of his/her
  services
• Changes the whole concept of service design and
  delivery and of the knowledge and intelligence
  needed
• Blurring of designers and users
• Already happens in private sector
• mountain bikes, kite surfing
• SMS, open source community (Linux), wikipaedias,
  blogging, games
• Typically using social software and social
  network tools, coupled with professional devices
  now available in the shopping mall digital
  video-cameras, laptops, sensors, recording
  equipment and software to edit content, videos,
  photos and music, etc.

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Networks of consumers

• The demand side is also changing
• These technologies also enable massive pooling
  for what are minority demands
• 25 of Amazons turnover is from books NOT in the
  100,000 best sellers
• 98 of Ecasts jukebox music website of 10,000
  titles are purchased at least once every 3 months
• Big sellers continue, but total sales are
  increasing driven by minority tastes (which, in
  the physical world, rarely register any sales
• Minority demand is becoming as important as
  majority demand
• and its the same in services

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Knowledge and ICT change the market

• In at least 4 ways
• 1 No need for physical stock
• Even when physical, stock in not needed in one
  place close to consumers
• JIT and ICT-controlled production (cf. Dell),
  tailored to precise needs of customers
• Differences between products and services
  disappearing
• 2 Distribution easier
• Even for physical products when customers can
  select and purchase online
• 3 Searching for precisely the right
  product/service is easy, or for precisely the
  right producers to create your product/service
• 4 Producers and consumers can identify and
  exploit previously unknown and inaccessible
  knowledge, expertise and resources
• will enable highly differentiated and
  personalised services

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Social entrepreneurship

• Substantial changes to the public sector value
  chain
• New producer and consumer relationship
• New definitions of public value
• From formal institutions to informal (often ad
  hoc and temporary) networks
• The democratisation of innovation
• Traditional intermediaries being side-stepped or
  excluded (like libraries, music shops, doctors
  surgeries ??)
• The police use citizens mobile phone photos of
  crime and traffic
• Public broadcasters use citizen weblogs
• Council maintenance uses citizen SMS messages to
  remove rubbish, makes repairs, etc.
• Users no longer prepared to be passive recipients
  of public services
• Diabetics in the UK health service
• Citizen action groups measuring noise levels at
  Schipol Airport

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The challenge of user-driven innovation

• User also want recognition
• e.g. in computer gaming, comes from community of
  gamers
• In this de-professionalised world, what do the
  professionals think? Is their position
  undermined?
• cf. the world of media, newspapers, radio, TV,
  etc
• Problems of quality, standards and postcode
  lottery whose and who decides?

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Future mandate and competence of the public sector

• Threat or opportunity of outsourcing ?
• Outsourcing can provide clear benefits
  (efficiency, additional resources, better
  quality, greater service personalisation)
• Commoditisation and potential outsourcing
  threatens all types of processes
• But public sector may lose knowledge, competence
  and control over basic processes
• What should be outsourced and which retained
  in-house?
• Retain in-house ? High level issues like basic
  policy/decision making power, overall control,
  monitoring, supervision (all subject to
  democratic supervision), with public interest and
  public good as driving principle
• Commoditisation, outsourcing and privatisation
  could mean that the public sector as we know it
  today in Europe could disappear to a rump, or be
  passed to the whim and partiality of the
  voluntary and charitable sector

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Governing the collective societal interest

• What are the roles of public, private and civil
  sectors ??
• Private sector strong in effective use of ICT
  for driving efficiency and effectiveness, cutting
  costs, increasing output, rationalising business
  processes, customer service, etc.
• Civil sector less capable in ICT, but can couple
  social service ethos with local or specialised
  knowledge and resources
• Public sector responsibility to develop
  services, not just to serve immediate user need,
  but also to implement wider (and longer term)
  societal policies, to set and maintain service
  standards regardless of location or group, and to
  ensure no-one is excluded
• Should the public sector have a monopoly over
  public governance and services ?
• What are indeed the latter ?
• What about the new empowerment of localities,
  groups and communities ?