A SELECTION AND PRIORITISATION FRAMEWORK FOR COLLABORATIVE PUBLIC SERVICES DESIGN

Sotiris Koussouris (National Technical University of Athens) Panagiotis Kokkinakos (National Technical University of Athens)

Dimitrios Panopoulos (National Technical University of Athens) Dimitrios Askounis (National Technical University of Athens)

Anshu Jain (IBM India) Alan Hartman (IBM India)

Christian Zirpins (Karlsruhe Institute of Technology) Christos Georgousopoulos (INTRASOFT Int.)

‣  A more citizen oriented and transparent government, improved public sector performance etc. are necessary

‣  Public unrest within EU shows that citizens want to get their voices considered by decision makers and demand more transparency

‣  ICT and Web2.0 can constitute the pillars of innovation and reformation

‣  The value of public services can only be identified and assessed through a process of democratic engagement between service providers and service recipients

2 METTEG 2001 - June 2011 – Camerino, Italy

3 METTEG 2001 - June 2011 – Camerino, Italy

Citizens ✔

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‣  Engaging Citizens in the Decision Making process, using push and pull based methods

‣  Supporting Decision Makers towards serving the citizens in a more efficient way o  Transparency o  Trust o  Undestand the Citizens’ Perspective & Perception of Services

‣  Not only for re-engineering or automation purposes, but most importantly for the composition of new service concepts

METTEG 2001 - June 2011 – Camerino, Italy 4

‣  Relies on the experiences of the current model by introducing Web 2.0 aspects capturing the whole life cycle of a service

‣  Taking into account citizens’ opinions through Opinion Mining

‣  Introducing Cost/Value Modelling Mechanisms

‣  Offering real time Simulation and Visualisation interfaces for increasing transparency and letting citizens know the expected impact/costs

‣  Gives a high level description of how public services should be designed and deployed in the Web2.0 era



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} Selection of a set of public services that should be examined and prioritised in order to be used for the use case exercise is necessary in every similar effort

} Need for a methodological framework for selecting and prioritising public services for reform purposes

} Initial Requirements Identification and Services Description for rapid process modelling towards simulation


A template which aims to capture important aspects of a service, in order to thoroughly describe a service in many facets: ‣  General Data ‣  Service Concept ‣  Stakeholders ‣  Service Requirements ‣  Processes and Tasks ‣  Service Online Availability Data ‣  Individual Resources ‣  Cost of Service Delivery ‣  Opinion Mining Sources



Based on the Analytic Network Process (ANP) ‣  Multi Criteria Method

‣  Relies on pair wise comparisons o  of clusters o  of elements



Service Flow Service Complexity Service Importance Service Load Data Public (Final) Service Legal Framework

Implication Based on European

Policies Total Service Duration

Self-appointed Call of Service

Level of Compliance with National Interoperability

Frameworks Existence of a Pan-

European Dimension Frequency

Re-usability by other Services

Requirement for Personal Presence at the Submission

of the Application

Potential to deliver Value within the time frame of

the Project No of Inputs

Internal Service Execution Domain

Requirement for Personal Presence at the Delivery of

the Service Importance for the Service

Provider Organization

External Service Execution Domain

Level of Support by IT Systems


Alternatives - YPES Services Alternatives - Tilburg Services Alternatives - Venice Services Access extracts of insurance record in

Social Security Organization Virtual Tilburg participation toolkit Building-commercial activities permissions

Certificates for various civil acts City info on an iPhone Authorization and charging for the occupation of public services

Monitoring compensation procedures of Hellenic Organization of

Agricultural Insurances Living-care service zone Contribution for the purchase of the

first home

Transferring Citizen’s rights to another Municipality WABO combined building permission Integration between Iris and GeoLP

Monitoring an application submitted through eGov procedures Werkplein Job intermediation Nomadic work

Service Alternatives


Structure of the Model


Pair Wise Comparisons and Priority Matrix

Intensity of importance Definition Explanation

1 equal importance the two elements contribute equally to the objective 2 weak 3 moderate importance experience and judgment slightly favour one element over another 4 moderate plus 5 strong importance experience and judgments strongly favour one element over another 6 strong plus

7 very strong or demonstrated importance

an element is favoured very strongly over another; its dominance is demonstrated in practice

8 very, very strong

9 extreme importance the evidence favouring one element over another is of the highest possible order of affirmation

Reciprocals of above

If the element i has one of the above nonzero numbers assigned to it when compared with the element j, then j has the reciprocal value

when compared with the element i a reasonable assumption


‣  A methodology for supporting decision makers in:

o  recording in detail the workflow of the services, a key factor in order to gain thorough insight to the methods that public service providers and policy makers intuitively follow

o  Evaluating/ranking the importance and the readiness of already working to services to be re-engineered for a specific cause

‣  The method is capable of handling even more alternatives and can be easily tailored to any re-engineering needs

‣  Successful application of the described methodology during COCKPIT project


‣  The selected service scenarios will be the initial pilots and evaluators of the New Governance Model proposed by COCKPIT Project

http://www.cockpit-project.eu ‣  Supported by COCKPIT toolkit

(opinion mining, public deliberations, cost and value modelling, simulation, visualisation)


Thank you for your attention!

Dr. Sotiris [email protected]

METTEG 2001 - June 2011 – Camerino, Italy

www.cockpit-project.eu