BL CitizenLink Madrid 081016

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Citizenlink The Missing LinkMatt Poelmans,
Director Burgerlink (Citizenlink), Netherlands
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Its the Interoperablity, stupid!

• Every organisation is inventing its customer
• Satisfaction is about Life events
• We need modular, not single Solutions

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Citizen the Missing Link

• e-Government is Supply oriented
• Too much Focus on Efficiency
• Citizen is not only a Customer

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e-Participation Mission Impossible?

• Involvement in Decision making and Community
  building
• Vulnerability of todays Internet
• Availability is not Empowerment

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E-Quality for equality

• New Design Principles
• Citizens Rights Obligations
• Quality Standards for e-Inclusion

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e-Citizen Charter

• 10 Quality Requirements for better Performance
• Covering contacts for Information, Transaction,
  Participation
• Not Mandatory but Adopted as a Standard
• Basis for Measurement Citizen Satisfaction
• European e-Democracy Award 2007

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1. Choice of Channel
2. Transparency Public Sector
3. Overview of Rights and Duties
4. Personalised information
5. Convenient Services
6. Comprehensive Procedures
7. Trust Reliability
8. Considerate Administration
9. Accountability Benchmarking
10. Involvement Empowerment

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Citizenlink Performance Incentive

• Adopt e-Citizen Charter (City Council)
• Specify Quality Code (Executive Board)
• Measure Citizen Satisfaction (Departments)
• Involve Customers (Citizens)
• Account annualy for Improvements (Mayor)

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• Citizenlink (ICTU)
• Office Wilhelmina van Pruisenweg 104
• 2595 AN The Hague, Netherlands
• Mail PO Box 84011, 2508 AA The Hague
• Phone [phone]
• E-mail info_at_burgerlink.nl
• Internet www.burgerlink.nl