a survey about user-centricity adoption in europe
DESCRIPTION
The new communication tools and the innovative applications based on the Web 2.0 are more and more enabling the participation of different stakeholders in the decision making processes, thus exploiting the user-centricity potentialities in different contexts. Among all, the brightest examples being are represented by websites as Wikipedia, Flicker, YouTube as well as others similar, showing how the end user assumes the content creator role. The user-centricity is defined as a multi-layered process of user involvement in all the phases that represent a whatever service. The aim of this work is to outline the analytical figures that represent the “best out of the best” within a set of examples of running services that are characterised by the application of some aspects of the user-centricity methodology. This step represents a check of examples of services that might be really of interest and effective for carrying out the “enhancement” of the user-centricity, the main scope of the NET-EUCEN network. The essay provides some recommendations for an actual enhancement of the adoption in a wider European vision.TRANSCRIPT
ONE Conference 2013Session “Tools for enabling eParticipation”
Prague, 18th April 2013
Network of European Stakeholders
for Enhance User Centricity in
eGovernance
A survey about user-centricity adoption in Europe
NET-EUCEN surveys campaignFrancesco Niglia – KOYS
title
speaker
“A survey about user-centricity adoption in Europe” experiences from NET-EUCEN network
Francesco Niglia - KOYS
The scope of the study
Provide the European central and local
administrations with good examples that can be used in the short term
Evaluate if European services are aligned with the rest of user-centric offer worldwide
Define a preliminary set of step-results to be achieved if user-centricity should be wider adopted
“A survey about user-centricity adoption in Europe” experiences from NET-EUCEN network
Francesco Niglia - KOYS
The policy background
Digital Agenda provide better public services to citizens and business
An user-centered services involve users/citizens in: Co-design stage eGovernment Action Plan 2011-2015. Public
services can gain in efficiency and users in satisfaction […] being designed […] in collaboration with them whenever possible.
Development and implementation stages eGovernment Action Plan 2011-2015. Collaborative Production of Services: The involvement of third parties needs to be explored […] engage businesses, civil society and individual citizens
Deployment and running stages The Malmö Declaration Improve eGovernment services to cater for the different needs of users and deliver them in the most effective way
“A survey about user-centricity adoption in Europe” experiences from NET-EUCEN network
Francesco Niglia - KOYS
ePractice 450+ cases
portal
49 cases
74 cases
25 cases
40cases
Selection 3:-agreeing in provide data-more user-centric
Selection 2: at least 2 user-centric conditions
25 cases from members’ experiences
Selection 1: eGovernment + User Centric cases(July 2011)
The Sample
“A survey about user-centricity adoption in Europe” experiences from NET-EUCEN network
Francesco Niglia - KOYS
The analysis
3 main areas: technology, user-centricity, socio-politicalUser-Centric Analysis
P1. Involvement of user-citizen in the service definitionP2. Involvement of user-citizen in the improvement of the service
SWOT AnalysisP3. Adaptability of the technology to the user target requirements P4. Adaptability of technology for improving the service or T.T.
PEST AnalysisP5 Political: specific links to a local constraint or need.P6 Economic: self-sustainability, raise to a business for providers.P7 Social: transferable to other user targets, under which conditions.P8 Technological: transferable to other domains, under which conditions.
“A survey about user-centricity adoption in Europe” experiences from NET-EUCEN network
Francesco Niglia - KOYS
The metrics
User Centred Approach Best Practice Evaluation Replicability
Evaluation Score
P1, P2 P3, P4P5, P6, P7, P8
this is easily possible with no limitation HIGH 1
this is possible with limitation MEDIUM 0.5
this is clearly not possible or very difficult LOW 0
No indication: the default option in case there is no information
MEDIUM 0.5
“A survey about user-centricity adoption in Europe” experiences from NET-EUCEN network
Francesco Niglia - KOYS
1st level evaluation
0-2,0: LOW2,5-3: MEDIUM3,5-4: HIGH
USER-CENTRICITY = P1+P2+P3+P4
TRANSFERABILITY = P5+P6+P7+P8
“A survey about user-centricity adoption in Europe” experiences from NET-EUCEN network
Francesco Niglia - KOYS
Cross-Evaluation
7 cases of high interest
EU aligned with RoW
“A survey about user-centricity adoption in Europe” experiences from NET-EUCEN network
Francesco Niglia - KOYS
Recommendations
The Keyword is: Citizens’ engagementEngagement of citizens methodologies that are
not only ICT-based, for the active participation.
Use of 2.0 tools mobile devices is the interface
that almost all citizens use for the management of all the information of daily life.
The business perspective provision of added-value content, even no impact on welfare.
“A survey about user-centricity adoption in Europe” experiences from NET-EUCEN network
Francesco Niglia - KOYS
references
The complete survey and methodologiesD2.1 “NET-EUCEN_D2.1 Overall Best Practices Report” free available at www.net-eucen.org/elgg/file/view/2894/d21-overall-best-practices-report
The user-centric paradigmhttp://www.net-eucen.org/usercentric.php
Other files Indicators for User Centricity in public serviceswww.net-eucen.org/elgg/file/view/2969/indicators-for-user-centricity-in-public-services
Building the NET-EUCEN Associationwww.net-eucen.org/elgg/file/view/3046/building-the-neteucen-association
“A survey about user-centricity adoption in Europe” experiences from NET-EUCEN network
Francesco Niglia - KOYS
Contacts
The NET-EUCEN Thematic Network (Grant Agreement N°250522) funded by the European CommissionInformation Society and Media D-GICT Policy Support Programme
Duration 3 yearsStart April 2010End March 2013
NET-EUCENwww.net-eucen.org@ [email protected]
@NETEUCEN
Francesco [email protected] Mob: +393493947146
effennebis
Innova SpA [H.Q.]Via Giacomo Peroni, 38600131 – Roma – Italiawww.innova-eu.net Tel. +390640040358