1. Empowering Citizens to Transform
European Public Administrations
Horizon2020 Project “CITADEL” and the relevance
for eGovernment Action Plan 2016 – 2020
Marisa Escalante
(TECNALIA, CITADEL Technical Coordinator)
Bari, 12th April 2019
2. Project Fiche: Key Data
GA 726755 (c) CITADEL Consortium 2
1st October 2016 – 30th September 2019
3,591,431 €
11 partners from 4 European countries
4. Project Goal
Explore, monitor and analyse the drivers,
enablers, impact, risks and barriers of open,
innovative and collaborative government across
a diverse terrain of PAs through an open and
scalable platform based on innovative ICTs in
order to understand, transform and improve by
proposing recommendations to enhance the PAs
policies and processes with a view to deliver
effective, inclusive and high quality public
services across Europe.
GA 726755 (c) CITADEL Consortium 4
5. Motivation and Context
GA 726755 (c) CITADEL Consortium 5
Source: https://ec.europa.eu/digital-single-market/en/news/infographic-egovernment-action-plan-2016-2020-glance
eGovernment Action Plan 2016 – 2020
6. Motivation and Context
By 2020, public administrations and public institutions in the European
Union should be open, efficient and inclusive, providing
borderless, personalised, user-friendly, end-to-end digital
public services to all citizens and businesses in the EU.
Innovative approaches are used to design and deliver better
services in line with the needs and demands of citizens and businesses.
Public administrations use the opportunities offered by the
new digital environment to facilitate their interactions with
stakeholders and with each other.
GA 726755 (c) CITADEL Consortium 6
eGovernment Action Plan 2016 – 2020
Source: http://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX:52016DC0179
7. Motivation and Context
GA 726755 (c) CITADEL Consortium 7
eGovernment Action Plan 2016 – 2020 and Tallinn declaration
Source: http://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX:52016DC0179
Source: http://ec.europa.eu/newsroom/document.cfm?doc_id=47559
7 principles
Digital by default
and user centricity
Trustworthiness
and security
Interoperability
by default
Only once
principle
Openness and
transparency
ALL
IN
Inclusiveness
and accessibility
Cross-border by
default
ALL
IN
8. Project Objectives
GA 726755 (c) CITADEL Consortium 8
To analyse information to improve the effectiveness and
efficiency of PAs and providing a set of recommendations
To incentivize the co-creation of digital public services
To increase the participation of Citizens by improving
their experience with digital public services.
To facilitate the use of the digital public services
To validate CITADEL ecosystem in local, regional and
national environments
9. CITADEL Approach
GA 726755 (c) CITADEL Consortium 10
Based on “Making Public Services Efficient and
Inclusive”, Hirschman (1970) and Rokkan (1974).
Participation &
Understanding
Entry Voice
Citizen Feedback
Loyalty
Satisfied
Citizens
Understanding the
reasons for citizens
leaving or not using
services
Exit
10. CITADEL Approach
GA 726755 (c) CITADEL Consortium 11
Understand to transform Co-Create to transform
ICT – Enablers to transform
• Collect information
• Analyse
information
• Recommend
• Identify exact
need
• Team up
• Co-create
11. ICT Enablers – Components
GA 726755 (c) CITADEL Consortium 12
CITADEL Service
Discovery
KPI Generation CITADEL User
Assessment service
Security
Management
Co-creation
methodology
supporting tool
DIGIMAT
CITADEL
Ecosystem
12. ICT Enablers – CITADEL Service
Discovery
•To discover the most suitable set of services for a certain
Citizen based on their available information
Objective
• PAs and Citizens
Stakeholders
• To facilitate the interoperability between PAs
• To enable to find the most suitable services for each citizen.
Added Value
• VARAM use case
Use cases
13. ICT Enablers – User Assessment
•To provide the means to assess a used service (rating and comments).
•To analyse the assessment of the different services by the users (sentiment
analysis)
•To provide a GUI to check the analysis of the comments.
Objective
• PAs and Citizens
Stakeholders
•To provide their comments (Citizens)
•To be able to know and analyze the feedback of the citizens in a
centralized way. (PAs)
Added Value
• VARAM and Antwerpen use cases
Use cases
14. ICT Enablers – KPI Generation
•To convert data to Linked Data, and to calculate Key Performance
Indicators (KPIs) using the Linked Data
To allow generating recommendations and enable PAs to publish data in a
reusable format
Objective
• PAs
Stakeholders
•To afford PAs to find out why citizens stop using public services
•To help PAs to use this information to re-adjust service provision to
bring these citizens back in.
•To identify why citizens are not using a given public service.
Added Value
• VARAM and Antwerpen use cases
Use cases
15. ICT Enablers – Co-creation
•To provide a way to be driven across all the different phases and steps
envisaged as part of the CITADEL co-creation methodology, keeping track
of all the findings along the way
Objective
• PAs
Stakeholders
•To obtain a customized methodology based on PAs context
•To help PAs to Know the process to be followed in a co-creation
methodology
Added Value
• Regione Puglia, VARAM and Antwerpen use cases
Use cases
16. ICT Enablers – Security
•To provide access and authorization management mechanisms for the
entire ecosystem
•To provide security functionalities such as anonymization, encryption
to preserve sensitive and confidential data in the information flows
Objective
• PAs and Civil Servants
Stakeholders
•To provide secure and trust environments to PAs and the civil servant.
Added Value
•Smart working for the Municipality of Bari Encryption functionality
Use cases
17. ICT Enablers – DIGIMAT
•To perform an assessment on the maturity of a Public Administration
with respect to the provision of Digital Services.
•To capture information through online questionnaires
•To provide a report including numerical and graphical data with
recommendations for improvement.
Objective
• PAs
Stakeholders
•To know the digital maturity of the PA and obtain the
recommendations to improve this level.
Added Value
•Regione Puglia, VARAM and Antwerpen use cases
Use cases
18. Use Cases
GA 726755 (c) CITADEL Consortium 19
City of Antwerp improvement of the A-
STAD platform's reach by enforcing
'loyalty' (keeping current users active) and
enhancing 'entry' (attracting non-users to
start using the platform)
• Local Level
Puglia Region co-design of public
digital services concerning security,
quality and open data and digital
maturity assessment of Apulian
Public Administration
• Region Level
VARAM (Latvia) improve public service
delivery channels and public
administration’s knowledge and mind-
set regarding end-users involvement
and providing services in user-centric
manner
• National Level
19. CITADEL Value Chain
GA 726755 (c) CITADEL Consortium 20
Stakeholders
Public Sector
Who will use CITADEL Who will ultimately benefit
Private
Sector
CitizensPublic
Sector
22. GA 726755 (c) CITADEL Consortium 23
This project has received funding from the European Union’s Horizon 2020
research and innovation programme under grant agreement No 726755
Notas del editor
How does CITADEL fit in the context of eGovernment? Taking a look at the Egvt action plan, and the three main pillars identified, which are digitse and enable, cross-border mobility and engage, CITADEL focuses on digitise and enable, making public servicesmore efficient and effective, seeking a personalization for the citizens, trying to understand the willingess of the public servants towarrds the new changes occurring with these new technologies and new engagement approaches, in which citizens and governments work together in the deisgn of better and improved publuc services.
Reading carefully the egvt action plan, we find this declaration (read). Here the key keywords are open, efficient, inclusive, personalized, user friendly and end-to end. You can see that the general objective of CITADEL is very related to this statement of the e goverment action plan
The realization of the visión above is expected to be done by 7 principles: Digital by default, Only once principle, Inclusiveness and accessibility, Openness & transparency, Cross-border by default, Interoperability by default, Trustworthiness & Security.
Out of these 7 principles, CITADEL aims to provide solutions to the following ones: digital by default, openness, inclusiveness and trustworthiness
O1: To analyse information coming from different sources to improve the effectiveness and efficiency of PAs by providing a set of recommendations to transform its processes and policies.
O2: To incentivize the co-creation of digital public services by empowering citizens and PA’s.
O3: To increase the participation of Citizens in the Public Administration system by improving their experience when using digital public services.
O4: To facilitate the use of the digital public services integrating the previous results into a CITADEL Ecosystem.
O5: To validate CITADEL ecosystem in local, regional and national environments
Why are digital services not used (as much as expected), or citizens stop using them at a certain stage of the process? What keeps citizens from re-using a digital service?
How can digital services be more citizen-centric, personalized and more efficient?
What’s the attitude of civil servants to engage with citizens?
Is co-creation a one-size-fits-all? How can co-creation be customized depending on the context?
Interdisciplinariety between social sciences and ICT
Engagement of citizens and public administrations as a whole
Create a sustainable model for CITADEL and for the digital public services affected by the CITADEL pilots
Taking into account the CITADEL concept explained, we thought that the project should have two main pillar and one more to support the other two.
First pillar is the one called “Understand to transform”, Here it is important to know the reason for entry or exit of the public system
Second pillar called “co-create to transform” provide the means to facilitate the co-creation process between all the stakaeholders involved (Citizens, Public sector and Private sector)
And the third one is one pillar to support the other two, through the provision of ICT tools that enable to implement the CITADEL approach.
VARAM : Ministry of Enviromental Protection and Regional Development
This pillar could be understand as a three steps:
1.- Collect information that help us to understand the entry and exit aspects analyzing the context of the citizens., and to study the behavior and opinions of the citizens through the loyalty an voice of the citizen.
2.- Once we have the information, the following task is analyzed this information, here we should identify the relevant information for each PA or for each context. Based on this information it is important to derive the needs of the citizens and also of the PAs.
3.- The last planned step is to help the PA to transform their Policies, to do this CITADEL will provide to PAs with Key Performance indicators, to help them to take decision and also recommendation and guidelines to transform their policies.
The second pillar is co-create to transform:
1.- Identify the needs: thorough the Voice and Loyalty aspects, the behavior and the feedback of the users will be analysed and based on this information new services to be co-created will be identified
2.- Team up, During this step and based on the information of the services to be created the services will be prioritised and the characteristics of the people to be participated in the process will be defined (required knowledge, age, country…)
3.- Co-create. For this step CITADEL is going to create a Co-creation methodology. This methodology has two main characteristics: 1.- it will be supported by a tool and second one will be customizable depending on the PA context or characteristics. The rules for these customisation will be derivated from the analysis done in the first step.
ICT Enabler to transform
This pillar is an enabler to facilitate all the activities described until now.
First of all, Processes on how the citizens and PA is going to interact with the CITADEL ecosystem and the functionalities that should be covered.
The next step in this pillar is to define the requirements of the CITADEL Ecosystem based on the functionalities to be covered and prioritize these requirements taking into account the Use cases requirements, and finally to design the ecosystem detailing the modules required to implement all the CITADEL KRs.
The last step has two main aspect one is to present a cloud based solution fro the CITADEL Ecosystem, and the other is to follow a DevOps approach for the developing and integration of all the CITADEL components and results