DLA - The European Initiative

Contract No. 250482

CEMSDICivil-servant Empowerment for Multi Media Service Delivery ICT-enabled

NEW INSTRUMENTS & METHODOLOGIESTO EMPOWER SERVICE DELIVERY

IN EUROPEAN LOCAL AREAS

FIRST TRAINING ROUNDJavier OssandonANCITEL S.p.A.

ICT Policy Support ProgrammeCall 3 objective 3.3 Inclusive eGovernance

THE TASK

The vision of Local Governments on how to improve service delivery through eGovernment and make it inclusive for all citizens and all administrations

The vision of Local Governments on how to improve service delivery through eGovernment and make it inclusive for all citizens and all administrations

The integration of the Digital Local Agenda in the actual strategy of the European Union to implement in every country the European Digital Agenda

The integration of the Digital Local Agenda in the actual strategy of the European Union to implement in every country the European Digital Agenda

This presentation is about:

INDEX

Inclusive eGovernment Background Relevance of the Digital Local

Agenda DLA priorities The main concept Key objectives DLA Plan

Information Society PactCitizen’s ForumDLA added-valueEuropean Digital AgendaThe DLA processOrganising your Digital Local Agenda

INDEX

INCLUSIVE eGOVERNMENT

tackles two main challenges:

the need to incorporate socially disadvantaged people in using public & local services ICT-enabled (30% of the European population is unable to use services electronically delivered)

empower authorities and civil servants of small local governments to use ICT improving their work and service delivery to citizens and companies (the digital divide between metropolitan areas and small urban/rural centres is growing)

In 2007 (Hameenlina-Finland) the DLA Manifesto with 5 thematic priorities and 28 goals was approved

The Declaration of Cracow (EISCO 2005) launched the Digital

Local Agenda to react, in practical terms, to

the difficulties municipalities had in

using ICT

Since 1996, local/regional

governments have developed a

common European vision on

eGovernment and local development

ICT- enabled

THE BACKGROUND

EISCO Conferences

THE BACKGROUND

EISCO 2008 in Naples discussed and promoted the Digital Local Agenda European Model

In EISCO 2010, that took place in Bilbao,CEMR (Council of European Municipalities and Regions) the first pilot experiences were presented and ELANET transformed into a European network of experts to implement the agenda in EU countries

EISCO Conferences and DLA process are strongly supported by European Commission and EU

Committee of Regions

• Digital Local Agenda is approved in the II World Summit of European Cities and Local Governments on Information Society and Development (Bilbao, November 2005) as inclusive eGov policy in all continents

• Policy Action Group remains in charge of monitoring and providing input to the process

• A DLA Manual for the use of Associations was presented by CEMR in EISCO 2010

THE BACKGROUND

CEMR’s Contribution(Council of European Municipalities and Regions)

eGov approach has to be changed and the process should start from the territorial level involving Local governments (that provide more than 70% of services to citizens and enterprises)

Technology is not the driving force but an enabler to create new services and modernise the P.A.

Multi-channels for services is the way ahead, telematics is a main part BUT NOT THE SOLUTION

Front office pilot projects should pay enough attention to back-office problems and to the creation of local networks for service delivery, which are critical factors of success for eGov.

THE BACKGROUND

Cracow Declaration 2005

Information Society policies must be inclusive and guarantee access to public services by everyone

eGovernment requires comon planning among the different levels of public administration, all having equal voice and dignity

The DLA is the policy instrument to move forward with a common vision and strategy

(the Declaration of Cracow proposes 10 goals)

THE BACKGROUND

THE BACKGROUND

• ADD ME ! : network of public and non profit organisations fighting digital social exclusion

• CEMSDI !: capacity building of local governments under 8.000 inhabitants to implement inclusive eGovernment in 5 pilot countries

• DLA !: a project involving 8 European regions to launch the digital local agenda in their territories

• ADD ME ! : network of public and non profit organisations fighting digital social exclusion

• CEMSDI !: capacity building of local governments under 8.000 inhabitants to implement inclusive eGovernment in 5 pilot countries

• DLA !: a project involving 8 European regions to launch the digital local agenda in their territories

Three DLA European projects are underway:

DLA RELEVANCE

The Digital Local Agenda

is a process in time that requires adequate planning

and constant evaluation by

actors involved

is a policy instrument to

implement feasible

eGovernment strategies in local/regional

areas by mapping real needs

is a great monitoring tool

to assess improvement and decide on projects and

how to finance them

DLA RELEVANCE

Immagine a territory where:

technology is not a driving force but the process facilitator

Information Society strategies are built on goals and infrastructures shared by all local actors

priorities are decided and local services tailored considering the view of citizens and stakeholders

accountability is a must because administrations can count on reliable instruments to measure performance

This is the idea behind the empowerment process of small local governments using the DLA instrument !!!!

This is the idea behind the empowerment process of small local governments using the DLA instrument !!!!

DLA RELEVANCE

human resources are trained to manage ICT according to priorites being set-up

ICT developments are sustainable because administrations get together, commit on what they can afford, ask for external support to do the rest

DLA PRIORITIES

Access to communication networks and broadband services by everyone

Digital literacy and capacity building to fight social exclusion and digital divide between large Cities and small centres

Local networks among public and private digital providers to support development, improve services and data sharing

DLA PRIORITIES

Advanced municipal services using a multichannel delivery strategy

Participation of citizens and stakeholders in local decision-making by municipalities and other local public bodies

(updated inclusive eGovernment thematic priorities based on the 28 goals of the DLA Manifesto

discussed at EISCO 2007)

THE DLA CONCEPT

The Digital Local Agenda

is the instrument used by local governments to plan and implement their participation in the Information Society and eGovernment:

modernising their organizations and service delivery;

establishing a common strategy and strong local networks with other public and private stakeholders;

improving their dialogue with citizens by supporting their participation in local decision-making.

KEY OBJECTIVES OF THE DLA

• The Digital Local Agenda Plan

• The Information Society Pact

• The Forum with Citizens and Stakeholders

THE DIGITAL LOCAL AGENDA PLAN

• Approved by a single municipality or by an aggregation on a three year development plan

• Prepared and discussed by all the departments of the municipality using common methods

• Describing well defined eGovernment priorities and action lines

• Differentiating services organised internally and those supported or managed by external providers

THE DIGITAL LOCAL AGENDA PLAN

• Indicating investments self-financed and those requiring external funding

• Defining a staff training programme according to implementation needs

• Monitored and up-dated, when appropriate, on yearly basis

• Coordinated by the Major’s office and/or by the City Manager, depending on internal conditions

An agreement involving public and private local providers of digital services to:

take initiative ensuring good broadband communications and infrastructure

THE INFORMATION SOCIETY PACT

develop the demand of digital services (also by action enabling socially disadvantaged

to use them)

promote common enabling services (as call centres,electronic user authentication,

payment services)

implement sustainable service strategies building on synergies and cost savings on investments

organise one-stop shops 24/7

PUBLIC ADMINISTRATION

REGIONS

PROVINCES

STATE AGENCY

CITIES

MUNICIPALITIES

OTHERS

CHALLENGESPRIVATE ICT AND

SERVICE PROVIDERS

IT INDUSTRY

HI-TECH SME’S

CONTENT PROVIDER

CONSULTING

OTHERS

ATTRACTIVE INTERNET

ONE-STOP-SCHOP

ENABLING

SERVICES

ALWAYS ON LINE

24/7

BROADBAND

FOR ALL

SUSTAINABLE

STRATEGY

DIGITAL DEMAND INCREASE

THE CITIZENS’ FORUM

A web portal to establish a permanent link with citizens and stakeholders to:

consult them on the priorities of the DLA PLAN

analise how digital services being provided by the local government and/or through the one-stop-shop are performing

involve them in focused initiatives regarding decisions being made by the local government (information, consulting, eParticipation)

decisions are taken in a more structured process, separating:

- immediate tasks (what is possible), from- programmatic objectives (what is desirable)

real ICT needs and potentials are discussed in terms of concrete tasks by each municipal office and concerted actions involving all

issues and problems that a single administration can solve are clearly distinguished from those requiring synergies and external support

DLA ADDED - VALUE

needs are better understood and addressed;

mapping of human and economical resources helps to create a feasible eGovernment roadmap

monitoring and bench-marking of initiatives and results against DLA objectives can be organised

internal staff reluctancy is waived or reduced

a step by step oriented sustainable process based on normal decision-making structures takes-off

DLA ADDED - VALUE

EUROPEAN DIGITAL AGENDA

The DLA is strongly compliant with the European Digital Agenda launched on 19.05.2010 by the Commission

Some of its 7 objectives address strongly issues pin pointed by the actual local governments’ DLA process:

- Unique digital market- Interoperability and open services,- Greater citizens’ trust and security on privacy- Broadband for all- Greater investment in applied ICT research and

deployment- eLiteracy, ICT empowerment, social inclusion - Intelligent use of ICT for the benefit of society


Broadband

2013 : DSL for everyone (December 2008: 93%)

2020: min. target - fast broadband 30 Mgps for all citizens (in January 2010, 23% of service contracts engaged providers to broadband 10 Mgps)

High Speed broadband over 100 Mbps for at least 50% of

European citizens


Unique digital market

2015: 50% of the population must be able to buy on line in its

owncountry, 20% in any other country

Regarding electronic commerce for enterprises,

33% of SME’s buying and/or selling online

Same prices for telecommunication services

in the EU countries


Digital Inclusion

2015: Raise from 60% to 75% the regular use of Internet

(daily access to online services)

Raise from 41% to 60% the daily use of Internet

among citizens socially disadvantaged

Lower by half (from 30% to 15% EU inhabitants) the

number of persons that have never used Internet.


Public services50% of the people using public services on line, and half of them using transactional services (i.e. sending electronic templates on forms to make requests to public bodies and/or activate specific procedures)

trasnational public services: all services that form part of the list to be agreed by Member States during 2011 must be online and accessible to citizens and enterprises

2015:


2020: EU engages to duplicate actual public investments on

reseach and development in the field of ICT:

up to 11 billion euros

(in 2007, around 5.7 billion)

Innovation and research


Low carbon economy

2020:2020:20% reduction 20% reduction

of global consumption of global consumption of energy regarding of energy regarding illumination powerillumination power


European Co-Financing Framework Instruments(2007 – 2013)

European 8 th. applied technology research programme Competitiveness and Innovation Programme - CIP/PSP (Policy

Support Programme)

Structural Funds:

- Regional and National Operational Programmes- Social Fund- Interreg 4C

Innovation ICT - enabled is a main priorityin all of them !!!


Are we ready as local public administrations

to commit with such process ?

Probably not!


Lack of awareness on what is going on? Indifference!

No resources? No skills! No money! Too engaging! Who understands technology? Don’t have time for

this! Will shake up internal power in office?

Individualism! People in here is too old? No will to change! Isn’t it risky too much transparency? I hate it

because I can’t cope with everything I’m asked to do!

Doesn’t ICT mess procedures by bringing too many changes at one time? Too many organisational problems!

What if I can’t perform? People are afraid for their jobs !

Possible causes

THE DLA PROCESS

Yes ! There are reasons that stop you…but:

ICT instruments are in the hands of people and they want relevant services, a real dialogue with the P.A. and efficient answers

Sticking to highly regulatory sistems and legal constraints for citizens is a lost battle! i.e. building permits procedures are now being replaced by citizens’ auto-certification

Local government’s will increasingly asked to control more than authorise. Paper work will slow you down in answering respecting legal terms

THE DLA PROCESS

There is a real and impelling need!

To change work processes and adapt to the modern time where citizens are much more present in local public issues that affect directly in their home life and working conditions

To give a political response. The DLA is from this point of view not only an instrument to plan how to change involving public and private local actors and stakeholders, but a timely vision !

To have proactive policies to meet the challenges of the digital age, gradually - knowing better where do you want to go !

ORGANISING YOUR DLA

To move forward you have to:

• Make a good initial analysis on where you stand to commit to such a process and talk to al lot of people

• Have good tools to change work processes by implementing your DLA Plan

• Create from the beginning adequate monitoring tools that allow you to assess and govern this process

There are no strong and weak There are no strong and weak Digital Local Agendas!Digital Local Agendas!

Just your best possible agenda!Just your best possible agenda!

• Traditionally, an organisation is considered to be a hierarchy. Developments are planned and monitored within each individual unit

• The new challenge is to:- focus primarily on how staff from various units

work together with common tasks and access to information from one each other

- create committed, long-standing and customised forms of communication with other actors and beneficiaries in your territory

ORGANISING YOUR DLA

The New perspective

ORGANISING YOUR DLA

Key questions in a process oriented organisation

What services do we offer? Can we do them better by using ICT and/or by involving other administrations? Who are our real customers for the next 10 years and what will they need? How can we cope with their needs within the legal framework in which we must move? What are the resources available and how can we increment them and/or produce savings?

ORGANISING YOUR DLA

The DLA idea is to introduce a cultural and organisational change where:

The Local Government organisation is managed through defined processes that interact and are subject to continuous control to ensure they meet given targets

Cooperation among administrations in local areas, especially among small entities, ensures:•counting (power to negotiate tasks & resources)•share know-how (in a pro-active manner)•being able to deliver services or service components ICT enabled (i.e. call-centres, IT infrastructure)

ORGANISING YOUR DLA

Our eCapacity Building initiative CEMSDI will provide you the thinking and the

instruments needed !!!

HOPING THAT YO WILL BE AWARE OF ITS IMPORTANCE …

AND THAT YOU WILL SUCCEED !!!

THANK YOU

DLA - The European Initiative

Technology

local services

digital local agenda

dla process

dla european projects

vision of local governments

value european digital

local actors priorities

dla manifesto