March 8th, 2007eGoverment Seminar EIPA-EKDDA Thessaloniki 1 The e-Citizen Charter as an Instrument to boost e-Government drs Matt Poelmans, Director, e-Citizen.

March 8th, 2007 eGoverment Seminar EIPA-EKDDA Thessaloniki

1

The e-Citizen Charter

as an Instrument to

boost e-Government

drs Matt Poelmans, Director, e-Citizen Programme, Netherlands

March 8th, 2007 eGoverment Seminar EIPA-EKDDA Thessaloniki

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- e-Government in the Netherlands

- e-Citizen Programme 2003-2007

- e-Citizen Charter: why?

- e-Citizen Charter: what?

- e-Citizen Charter: how?

Topics

March 8th, 2007 eGoverment Seminar EIPA-EKDDA Thessaloniki

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- Acces (e-Portals, e-Forms, e-Files: MyPage)

- Basic Registries (Person, Company, House ..)

- Identification & Authentication (e-Signature, CSN, BSN)

- Safe exchange (GTP, NORA)

But how about citizen centred e-services?

e-Government Policy

March 8th, 2007 eGoverment Seminar EIPA-EKDDA Thessaloniki

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- Independent Platform

- Stimulate e-Government from Citizens’ Perspective

- Initiative of the Minister of Government Reform

e-Citizen Programme (1)

March 8th, 2007 eGoverment Seminar EIPA-EKDDA Thessaloniki

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- Involves citizens

- Advises Government Authorities

- Monitors Progress

e-Citizen Programme (2)

March 8th, 2007 eGoverment Seminar EIPA-EKDDA Thessaloniki

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- e-Citizen Panel

- e-Government Award

- e-Citizen Charter

- Research, Partnerships

e-Citizen Programme (3)

March 8th, 2007 eGoverment Seminar EIPA-EKDDA Thessaloniki

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- Variety of e-Government goals

- Indicators are supply oriented

- Citizens do not know what to expect

Awareness and take-up

e-Citizen Charter: Why?

March 8th, 2007 eGoverment Seminar EIPA-EKDDA Thessaloniki

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- System of quality requirements

- Makes e-government tangible

- Measures policy outcome

Empowers both citizen and government

e-Citizen Charter: What?

March 8th, 2007 eGoverment Seminar EIPA-EKDDA Thessaloniki

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- Based on research and survey

- National e-Government Convention, Dutch Interoperability Framework, OECD

- Standard is being further developed

Comply or Explain

e-Citizen Charter: How?

March 8th, 2007 eGoverment Seminar EIPA-EKDDA Thessaloniki

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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 and Reliability

8. Considerate Administration

9. Accountability and Benchmarking

10. Involvement and Empowerment

e-Citizen Charter: standards

March 8th, 2007 eGoverment Seminar EIPA-EKDDA Thessaloniki

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1: Choice of Channel

As a citizen I can choose for myself in which way to interact with government.

Government ensures multi channel service delivery, i.e. the availability of all communication channels (counter, letter, phone, e-mail, internet)

March 8th, 2007 eGoverment Seminar EIPA-EKDDA Thessaloniki

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2: Transparent Public Sector

As a citizen I know where to apply for information and public services.

Government guarantees one-stop-shop service delivery and acts as one seamless entity with no wrong doors.

March 8th, 2007 eGoverment Seminar EIPA-EKDDA Thessaloniki

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Drs Matt Poelmans, Director, e-Citizen ProgrammeICTU

Visit: Wilhelmina van Pruisenweg 1042595 AN The Hague, Netherlands

Mail: PO box 840112508 AA The Hague, Netherlands

Phone: +31708887839E-mail: matt.poelmans@ictu.nlInternet: www.burger.overheid.nl