backoffice, frontoffice, efficiency and effectiveness
TRANSCRIPT
BACK-OFFICE, FRONT-OFFICE, EFFICIENCY
CIPS WORKSHOP ON eOFFICE
Morten Meyerhoff Nielsen
TUT-RNS / democratise
HYDRABAD via skype (IN), 25 February 2016
AND EFFECTIVENESS
THE GORDIAN KNOT –
OUTLINING THE CONUNDRUM
ICT investments to date has not:
• Achieve the efficiency and effectiveness envisaged
• Public-sector governance model and multi-stakeholder cooperation lacking
CONUNDRUM
OU
TLIN
ING
A C
ON
UN
DR
UM
Lin
ear
rela
tio
nsh
ipb
etw
een
ho
me
acc
ess
an
d f
req
uen
cyo
f u
se
OU
TLIN
ING
A C
ON
UN
DR
UM
Lin
ear
rela
tio
nsh
ipb
etw
een
inte
rnet
an
d e
Ba
nki
ng
use
OU
TLIN
ING
A C
ON
UN
DR
UM
No
n-l
inea
r re
lati
on
ship
bet
wee
neB
an
kin
ga
nd
pu
blic
eSe
rvic
es
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
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
THE GORDIAN KNOT –CHALLENGES AND GOALS
EXEMPLES:- More for less – but how? - Growth and productivity – what is posible?- Access, trust, quality – also remotely?- No access, cannot, will not – is it a barrier?
THE STATE
BUT WHERE ARE WE HEADING?
GLOBALLY: Letters, forms and e-mail -papir is expensive!Authorities are”eliminating” paper. Call centres and eServicesare better and 2 – 3.5 times cheaper.
DENMARK:Minimum requirement bans legal and burocratic language
use, ensure logical and recognisable design and security.
Results: - 78% of bike thefts reported online.- 88% of all adresse changes are digital.- 98% of students registered for school online.- 100% of tax returens er digitale.
Savings of € 110+ million annually when fullyimplemented (DIGST & borger.dk, 2015).
ESTONIA:Citizens can safely and securely access theirpersonlal data online – and what authorities have seen and used their data (eesti.ee, 2015).
RULES STILL APPLY
DENMARK:Reuse of data expected to save € 3 million in government plus € 6.7 million in the private sector annually when fully implented (DIGST & Grunddata, 2015).
EUROPE:Potential of BIG and OPEN data estimated to 1.9% of GDP in 2020 - for 21 different sectors in the 28 EU countries (demosEUROPE & WISE Institute, http://bit.ly/1oVe8Hj).
DATA CAN INCREASE EFFICIENCY AND LEAD TO GROWTH
DIGITAL IDENTITY AND SIGNATURE IS KEY FOR EASY, SECURY AND PERSONAL SERVICE – AND CHEAPER
DIGITAL IDENTITY AND SIGNATURE IS KEY FOR EASY, SECURY AND PERSONAL SERVICE – AND CHEAPER
ESTONIA:2% of GDP in annual socio-economic benefits by eSignatureuse (Gov. Office of Estonia, 2015).
DENMARK:Over 90% of Danes have NemID and cansigne digitally.
Only 10.8% of Danes have requested an excemption from Digital Post!
6 to 8.5 million digital messages to citizensand businesses per month. Annual savings up to € 300 million (DIGST, 2015).
THE REVOLUTION…
... is also me!
Yours sincerely,
The State…
CHANGE AND CONDITIONALITEIS
USER-FRIENDLINESS IS GOOD BUSINESS
AMSTERDAM: A hotel, cafe or resturant now save € 1,200 in time annually, through single entry and adapted process for licences (European eGov Awards, 2007).
FROM CURITIBA TO HAMBURG:To increase participation and transparency ctizens and businesses can participate in budget decisions and planning (www.hamburg.de).
STOCKHOLM:Citizens can compare and apply for daycare, school and retirement homes – just like booking.com (www.stockholm.se/jamfor).
ADMINISTRATIVE BURDEN REDUCTION SAVE MONEY AND IS GOOD FOR BUSINESSES
HOLLAND: Less burocracy has saved 0.9% of GDP – from 3.7 to 2.8%. (World Bank Group, 2007)
USEABILITY IS RISK MINIMISING! DESIGN MUST BE HOLISTIC, LOGIC AND INTUITIVE
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
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
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 Prelaunch user-tests
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
WEB-ACCESSIBILITY
Objective: Access for all
Criteria:
• 4.1 – 4.4 WCAG 2.0 AA – THE WHOLE SPECTRUM
STRUCTURE
• Brief explanation on the category of criterias
• Criteria clearly numbered for ease of reference
• Criteria principle (bold): Brief explanation
• Fold-out/in functionality used• Read more for information• Deep links to individual
categories and criteria posible
STRUCTURE
• Criteria principle (bold): Brief explanation
• Explanation structured as:- Numbered accept criteria- Accept criteria are measurable- Descriptive rational for criteria- Links to help and tools
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
• Useability guide www.gov.uk/service-manual/digital-by-default• For citizen eServices http://htmlguide.borger.dk • For business eServices http://designmanual.virk.dk• Service manual www.gov.uk/service-manual
SCREENING PROCESS
SCREENING EXISTING eSERVICE
SCREEING REPORT
SCREENING NEW eSERVICE
OK
LAUNCH eSERVICE
NO
SCREEING REPORT AND ACTION PLAN AGREED
SCREENING UPDATED eSERVICE
OK NO
Legislation, channel-strategy, communication ensure volume
User-friendliness underpins choiceand volume
incentive
to invest in
eServices
eServices
volume
of information
request
ROI
volume
GOVERNANCE, COOPERATION, COORDINATION
BENEFIT REALISATION ESSENTIAL
FOLLOW-UP:Without objectives and goals, you don’tknow where you are or where you aregoing. Without follow-up you don’tknow if you achieved your goals!
COOPERATION:Vertical and horizontal cooperation is essential, citizens and businesses do not care: They want easy and fast service!
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 realisationB
USI
NES
S IN
TELI
GEN
CE
THE
DIG
ITA
L SC
OR
E C
AR
D
www.scorecard.digst.dkwww.gov.uk/performance
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
BU
SIN
ESS
INTE
LIG
ENC
EST
ATIS
TIK
.BO
RG
ER.D
K
VISION, WILL, GOALS AND FOLLOW-UP
CONTACT
MORTEN MEYERHOFF NIELSEN
Tallinn University of Technology, Ragnar Nurkse School of Innovation and Governance
Ehitajate tee 5
19086 Tallinn, Estonia
Tel (EE): +372 59 06 07 09
Tel (DK): +45 23 92 22 91
Mail: [email protected] / [email protected]
Twitter: @mortenmeyerhoff
LinkedIN: mortenmeyerhoff