28.03.2017 1 Cities Being Smart Public Services Delivery and Citizen Centricity Lasse Berntzen
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28.03.2017 1
Cities Being SmartPublic Services Delivery and Citizen Centricity
Lasse Berntzen
Aboutme
• Professor(InformationSystems)atUniversityCollegeofSoutheastNorway• EightcampuseslocatedsouthandwestofOslo• 18.000students• Departmentofbusiness,historyandsocialsciences(Vestfoldcampus)• Multidisciplinaryteamworkingondigitaltransformationandsmartcities• Severalpapers,bookchaptersandarticlesonsmartcities
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SmartCityTutorial
• Introduction• Tworesearchpapers• Publicservicedelivery• Ownresearch
– Theroleofcitizensinthesmartcity• Openandtransparentcity• Politicalparticipation• Non-politicalparticipation
– Issmartaboutsize?– Recentproject:Airqualitymonitoring– Citizencentricity
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Introduction
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Smartcities
• Smartcityisaconcept• Mostdefinitionsincludestheuseofcomputertechnology• Mainobjectiveistoimprovequalityoflifeforitscitizens
–Providebetterservices–Reduceenvironmentalfootprint,sustainability–Facilitateparticipation
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Whatisasmartcity?
Smartcitiesareplaceswhereinformationtechnologyiscombinedwithinfrastructure,architecture,everydayobjects,andevenourbodiestoaddresssocial,economic,andenvironmentalproblems.AnthonyB.Townsend.(2014)SmartCities,W.W.Norton &Company
Whatisasmartcity?
"Asmartsustainablecity(SSC)isaninnovativecitythatusesinformationandcommunicationtechnologies(ICTs)andothermeanstoimprovequalityoflife,efficiencyofurbanoperationandservices,andcompetitiveness,whileensuringthatitmeetstheneedsofpresentandfuturegenerationswithrespecttoeconomic,socialandenvironmentalaspects".ITU-TFocusGrouponSmartSustainableCities(2014)Smartsustainablecities:Ananalysisofdefinitions
Whatisasmartcity?
“Projectsofsmartcitieshaveanimpactonthequalityoflifeofcitizensandaimtofostermoreinformed,educated,andparticipatorycitizens.Additionally,smartcitiesinitiativesallowmembersofthecitytoparticipate inthegovernanceandmanagementofthecityandbecomeactiveusers”
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FromChourabi etal.(2012)UnderstandingSmartCities:AnIntegrativeFramework
SmartCitiesSomeapplicationareas:• Communication• Culture• Energy• Emergencyservices• Environment/climate
• Health• Safetyandsecurity• Tourism• Transport• Work
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Transport
• Usedatatomakebettertrafficflow• Examples:
– Whereistrafficjams,alternativeroutes?– Usetrafficdatatocontroltrafficlights– Wheretofindanavailableparkingspot?
• Avoiddrivingaroundtofindafreeone• Realtimeinformationonpublictransport
IEEEInternetComputing,SpecialissueonSmartCities,Nov/Des2013
Environment
• Monitorenvironmentalconditions• Whentoenforcetrafficrestrictions(controlpollutionlevels)
• Betterpublictransportsolutions(toreducecaruse)
• Smartstreetlights(toconserveenergy)• Usingrenewableenergy• Teleworking(toreducecaruse)
Safetyandsecurity
• Improvedemergencyresponseservices• Surveillancecameras,sounddetection• Sendmessagesordoautomatedphonecallstoalertcitizensofemergencies.
Smartcities
• Canbeseenasanumbrellaforresearchonpublicservicedelivery,environmentalawarenessandgoodgovernance
• Butalsothestudyofhighlycomplexsystems
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Tworesearchpapersonsmartcities
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Backgroundpaper#1
• SmartCities–RankingofEuropeanmedium-sizedcities(2007)• Oneofthemostcitedpaperson“smartcities”.• ResearchdonefromApriltoOctober2007• Authors:RudolfGiffinger,ViennaUT;ChristianFertner,ViennaUT;HansKramar,ViennaUT;RobertKalasek,ViennaUT;NatasaPichler-Milanovic,UniversityofLjubljana;EvertMeijers,DelftUT
• 70Europeancities
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Indicators
• 74indicators• Indicatorsmainlyderivedfromopendatasources• Somedatacollectedbyresearchteam• Coverage:87%oftheindicators
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CharacteristicsofaSmartCity
SmartEconomy
SmartPeople
SmartGovernance
SmartMobility
SmartEnvironment
Smart Living
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SmartEconomy(Competitiveness)
• Innovativespirit• Entrepreneurship• Economicimage&trademarks• Productivity• Flexibilityoflabour market• Internationalembeddedness• Abilitytotransform
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SmartPeople(SocialandHumanCapital)
• Levelofqualification• Affinitytolifelonglearning• Socialandethnicplurality• Flexibility• Creativity• Cosmopolitanism/Open-mindedness• Participationinpubliclife
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SmartGovernance(Participation)
• Participationindecision-making• Publicandsocialservices• Transparentgovernance• Politicalstrategies&perspectives
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SmartMobility(TransportandICT)
• Localaccessibility• (Inter-)nationalaccessibility• AvailabilityofICT-infrastructure• Sustainable,innovativeandsafetransportsystems
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SmartEnvironment(Naturalresources)
• Attractivity ofnaturalconditions• Pollution• Environmentalprotection• Sustainableresourcemanagement
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SmartLiving(Qualityoflife)
• Culturalfacilities• Healthconditions• Individualsafety• Housingquality• Educationfacilities• Touristicattractivity• Socialcohesion
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Results
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Backgroundpaper#2
• UnderstandingSmartCities:AnIntegrativeFramework(2012)• Authors:Hafedh Courabi,Taewoo Nam,ShawnWalker,J.RamonGil-Garcia,Sehl Mellouli,Karine Nahon,TheresaA.Pardo,HansJochenScholl.Presentedat45th HawaiiInternationalConferenceonSystemSciences(HICSS),2012
• Differentapproach• Basedonaliteraturestudy• Tryingtoextractcharacteristicsofsmartcitiesfromasetofsources
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SuccessFactorsandChallenges
• Managementandorganization(silos,end-userinvolvement,alignment)• Technology(ITskills,cross-sectoralcooperation)• Governance(leadership,participation,accountability,transparency)• Policycontext(legal,political,institutional,culture)• Peopleandcommunities(digitaldivide,accessibility)• Economy(efficiency,competitiveness,innovation,entrepreneurship)• Builtinfrastructure(infrastructure,securityandprivacy,operationalcosts)• Naturalenvironment(sustainability)
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Smartcityinitiativesframework
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FromChourabi etal.(2012)UnderstandingSmartCities:AnIntegrativeFramework
PublicServiceDeliverySmartservices
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PublicServiceDelivery
• Citizensexpectpublicsectortobejustasuser-centricastheprivatesector.
• Mostservicesaredeliveredbyemployees,notbycomputers• Someservicescancompletelybedeliveredonline• Otherservicescanbesupportedorenhancedbydigitalmeans
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PublicServiceDelivery
• Servicesthatcanbecompletelydigitalized–Requestinginformation–Applyingforpermits–Trackinginteractionswithgovernment/municipality
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PublicServiceDelivery
• Servicesthatcanbesupportedorenhanced–Applyingforphysicalservices,e.g.kindergartenornursinghome
–Makingappointmentsandreservationsforphysicalservices–Paymentsforphysicalservices–Providingfeedbackonphysicalservices
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Efficiencyandselfservice
• City of Copenhagen, Denmark• Average costs of citizen contact:
– Personal appearance: 10 Euro– Telephone: 5 Euro– Digital self-service: 40 Cent
• Note:– Investments is not calculated– User experience/satisfaction is not discussed
ExampleService:Prescriptions
• Electronicprescriptions• Faster– justaclicktotransferprescriptionfromthemedicaldoctortothepharmacy
• Betterquality/lessmistakes(itusedtobehandwriting)• Hardertomisuse
VirtualOffice
• Cityemployeeswithvirtual,mobileoffice• Noneedtovisitcityhall• Theycometoyou
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TheRoleofCitizensintheSmartCity
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TheRoleofCitizens
Citizenscanhavedifferentrolesinthesmartcity:• Politicalprocessesanddecision-making• Experts(sharinginsight)• Volunteers(sharingtime)
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OECDModel
OECD,EngagingCitizensinPolicy-making,inOECDPublicManagementPolicyBrief.2001,OECD:Paris,France.
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Politicalparticipation
• Inordertotakeactivepartinpolicy-makingandpoliticalprocesses,thecitizensneedaccesstoinformation
• Thetransparentsmartcity
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Preconditionsforparticipation
Preconditionsforuserparticipationandinvolvement
ThismodelwaspresentedatICDS2010Berntzen,L.&Karamagioli,E.RegulatoryMeasurestoSupporteDemocracyIEEEComputerSociety
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Transparency
• Documents• Meetings• Processes• Benchmarking• Decision-makersandtheiragendas• Disclosure
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Documents
• Accesstodocumentsusedinthepoliticaldecisionmakingprocesses• Mailrecords
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Meetings
• Agendas• Proceedings(webcasts)• Minutes
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Meetings
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Webcasting
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Processes
• Itisimportantforcitizenstounderstandtheprocessesleadingtothedecisions• Processesmaybevisualizedasaflowchart• Timeline
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DigitalPlanningDialog
http://nettv.regjeringen.no/digitalt-planregister-og-plandialog
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Benchmarking
• Thepossibilitytocomparehowthecityisdoingcomparedtoothercities.• Indicators
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KOSTRA
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BedreKommune.no
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Decisionmakers
• Thepersonalinterestsofdecisionmakersshouldbeknowntothecitizens
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Registerofinterests
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Disclosure
• Citizensshouldbeabletoaskforinformationregardingtherunningofthecity.
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OECDModel
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Consultations
• Thecityasksforinputonspecificissues,andprovidesaserviceforcollectinginputfromitscitizens
• Somekindoffeedbackshouldbeprovidedonhowtheinputhasbeenused• Ifinputisnotvalued,interestwilldisappear
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Polling
• Citizensareaskedaboutspecificissues,buttheresponsesarenormallylimitedtoyes/noorvaluesonascale.
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OECDModel
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Participation
• Consultationsaretop-down.Thecityasksitscitizensforinputonspecificissues• Participationisdifferent.Thecitizensmayraiseissuestheyareconcernedabout• Thegoalistohaveadialogbetweenthecityanditscitizens.
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DiscussionForums
• SeveralNorwegianmunicipalitiesestablisheddiscussionforumstocollectinputandstartdialogwiththeircitizens.
• Unfortunately,theyhavebeencloseddown,oneafteranotherduetoabuse.• Racialdiscrimination,attacksoncityemployees.
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Citizeninitiative
• Betweenelections,citizenscanraiseissuesbymakinga“citizeninitiative”.• Thecitizeninitiativeisembeddedinthelegislation.Iftheinitiatormanagestocollectsignaturesfrom2%ofthepopulationor300signatures,thelocalcouncilisobligatedtodiscusstheinitiative.
• Nopositiveresponseisguaranteed.
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MinSak.no (MyCase)
• Thegovernmenthasestablishedaplatform“minsak.no”tofacilitatebothproposalsandcollectionofsignatures
• Theplatformhassofar685registeredinitiatives
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MinSak.no
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SocialMedia
• Manymunicipalities(184)haveestablishedthemselvesinsocialmedia(Facebook)• Thesepagesaremostlyusedforquestionsandanswers,butthereissomeexamplesofdialogtakingplace
• CitizenshavetousetheirFacebookprofile,whichdisciplinesthediscussions
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SocialMedia
• TwoofmystudentsmadeasolutiontotracktheuseofmunicipalFacebookpages• Showcomments,reactionsandshares
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SocialMedia
http://socialmediadata.citizencentric.net/maps_tableau.html
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ParticipatoryBudgeting
• Participatorybudgetinghasbecomewidespread,wherethecitizensvoteontheuseof(aportion)ofthetotalbudgetfora city.Inthiscase,theresultsarea consequenceoftheparticipation
• Participatorybudgetingisa powerfulmechanismtomakeparticipationwork.Theincentivetoparticipateishigh,sincethecitizenswillseedirectresultsfromtakingpartinthedecisionmaking
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PoliticalParticipation
• Politicalparticipationisseenasimportantbymanyresearchers• Ashifttowardsdirectdemocracy• Orsupportforindirectdemocracy?• Whatissuccessfulparticipation?
– Quantity?– Impact?
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PoliticalParticipation
• Inmyopinion,the“smartcity”shouldlistentoitscitizens,sincetheysometimeshaveconcernsthatshouldbetakenintoaccount
• Atthesametime,wehavetoberealistic.Notallcitizenshaveopinionsoneverything• Intheirbook“Stealth Democracy”,HibbingandTheiss-MorsefromUSAsupportthis
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“StealthDemocracy”
• “Thelastthingpeoplewantistobeinvolvedinmoredecisionmaking:Theydonotwanttomakepoliticaldecisionsthemselves;theydonotwanttoprovidemuchinputtothosewhoareassignedtotomakethesedecisions;andtheywouldrathernotknowallthedetailsofthedecision-makingprocess.”
• HibbingandTheiss-MorsebuildonempiricaldatafromU.S.A.
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TheRoleofCitizens
Citizenscanhavedifferentrolesinthesmartcity:• Politicalprocessesanddecision-making• Experts(sharinginsight)• Volunteers(sharingtime)
Non-politicalparticipation
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Mobilization
• Thesmartcitymayuseinformationtechnologytomobilizecitizenstohelpmakingthecityabetterplacetolive
• Iwillnowshowacoupleofpracticalexamplesonhowthiscanbedone
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Humansensors
• A“humansensor”isapersonthatobservessomeissueandreportsitusingsomeplatform.• Smartphones
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GreenWatchProject
• Theprojectdistributed200smartdevicestocitizensofParis.Thedevicessensedozoneandnoiselevelsasthecitizenslivedtheirnormallives,andtheresultswheresharedthroughamappingengine
• Theprojectshowedhowagrassroots-sensingnetworkcouldreducemonitoringcostsdramatically,andatthesametimeengagecitizensinenvironmentalmonitoringandregulation
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FixMyStreet
• FixMyStreet isanapplicationthatallowscitizenstoreportonissuesandproblemsthroughtheircomputerorsmartphone
• Theapplicationislocationbased,itusestheaddressorGPScoordinatesasa tagtoshowtheexactlocationoftheissueorproblem.Typicalproblemsareholesintheroad,brokenlightbulbsinstreetlightning,abandonedvehicles,brokenwaterpipesetc.
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FixMyStreet
• FixMyStreet mobilizescitizenstoalertthecityadministrationwhensomethingneedstobefixed
• Theapplicationalsoprovidesfeedbackonstatus.• Itispossibletoseehowfast(orslow)thecityisrespondingtoreportedproblems
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FixMyStreet
• FixMyStreet iswidelyusedinUnitedKingdom,butthesoftwareitselfisopensource,andhasbeenadoptedbycitiesallovertheworld.InNorway,theapplicationhasbeentranslatedinto„FiksGataMi“
• Inthiscasethecitizensareactingas„humansensors“.Theyobservesomethingiswrongandreportit
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FixMyStreet
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Sauberes Wiesbaden
• TheprojectaimstopromotetheparticipationofthecitizenstoquicklyandeasilyreportillegalgarbageintheareaofWiesbaden,Germany
• Anapphasbeendevelopedtomakereportingeasy.Theappusesthelocationdatafromthemobilephonetogiveexactpositionoftheproblem
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SafetyNet
• SafetyNet isa self-helpnetwork.Theinitialideawastoprovideself-helptospousesofpatientssufferingstrokesordementia
• Theplatformisrunbya consortiumofmunicipalities,andhavelaterbeenextendedtosupportparentsofchildrenwithpsychologicalproblems,andrelativesofdrugabusers
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SafetyNet
• Thewholeideaistolearnfromothercitizensexperiencingthesamesituation• Theplatformincludesvideocommunicationbetweennetworkmembers,andaccesstoa knowledgedatabasewithinformationwrittenbymedicalprofessionals
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SafetyNet
• Thenetworkisrunbycoordinatorsemployedbythemunicipalities,andthesecoordinatorsalsoarrangesoff-lineevents
http://www.trygghetsnett.no/safetynet/safetynet-article755-599.html
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Conclusion(notthefinal)
• Participationismorethanpolitical participation• Researchershavebeentooconcernedwithpoliticalengagement• Butparticipationismorethanpolitics,itcanbeusedtobuildbetterservicesandachievebetterqualityoflifeforthecitizens
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Sizedoesn´tmatterSmallcitiescanbesmarttoo
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Keyquestion
• Doesacityneedtobelargetobesmart?• Ofcoursenot!• Mostissuesarealsorelevantforsmallercities.
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SmallerSmartCities
• Iwilltrytoanswerthequestionbysomequestions:–Willasmallcitybenefitfromcitizenparticipation?–Doesasmallcityhaveparkingproblems?– Isenvironmentandclimateonlyanissueinlargecities?– Isqualityoflifeimportantinsmallcities?
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Sizedoesn’tmatter
• Mostissuesarejustasimportantforcitizensinsmallcities• Inliteratureitseemsthatlargecitiesaredominantinsmartcityprojectsandresearchpapers
• Smartcityresearchisrelevantalsoforsmallercities
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Holmestrand,Norway
Iwillnowpresenthowmyown(small)cityhavebecomesmarterregardingefficiency,qualityoflife,andsustainabilityHolmestrand islocatedinVestfold,approximately80kilometerssouthofOslo(thecapital)
• Populationapprox.10.500• Urbanplanningtobuildmoredensearoundpublictransportstops• Twolevelcity:Newelevatortoprovideaccesstorailwaystation• Upgradeofharborareatoincreaseattractivenessandqualityoflife
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Holmestrand,Norway
• Plantoreduceenvironmentalfootprint• Homecareuseselectriccars• Freechargingstations• Busesandgarbagetrucksrunonbiofuel(county)• Intelligentstreetlights(county)• Nursinghomeheatedbyground-coupledheath-exchange• Positioningtechnologyonsnowremovaltrucks• GPSTrackingofbuses(county)
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Holmestrand,Norway
• Adoptionofassistivetechnologytohelpcitizensliveintheirownhomesdespitemedicalconditions
• Safetyalarms• Fallalarms• Walk-inbathtubs• Spoonswithgyroscope• Medicinedispensers
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Holmestrand,Norway
• Allpolicyproposalstocitycouncilincludessectiononenvironmentalconsequences• Upgradedelectronicservices• Transparency– webcasts• Digitalservices- maps
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MonitoringAirQualityIoT intheSmartCity
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Introduction
• Oneofthekeyareasofsmartcitiesisenvironment.• Environmentalmonitoringprovidescurrentconditionsandcanbeusedtofindtrends
• Theresultscanbeusedfordecisionmaking.
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TheContext
• Everywinter,OsloandBergen,thecapitalandthesecondlargestcityofNorway,havesevereproblemswithairquality.
• Theairqualityproblemsarecausedbycertainclimaticconditionsthatputalidontopofthecities.
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Measures
• Bergenusethelastdigitonthenumberplatetodecidewhatdayyouareallowedtodriveinthecity.
• Osloisconsideringdifferentapproaches,likeraisingthetollfeesorrestrictingthetypesofcarsallowedtodriveinthecity.
• OnTuesday,January17th,carsusingdieselwerenotallowedtodriveinOslo.Thebanwasliftedintheeveningthesameday.
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Howaredecisionsmade?
• Eachcityhasalimitednumberofstationarymeasurementunits.Oslohassevenunits.
• Pollutionmayvarywithlocation• Lowgranularitygivesinaccuratereadings• Decisionsmaynotreflecttherealsituation
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Citi-Sense
• EuropeanUnion– fundedproject• Mademobilehand-heldunits• Needpeopletocarrythemaround
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OurGoals
Theultimategoalisbetterdecisionmakingthroughimprovedanalysisanddatacollection.• Moreunitsprovidesbettergranularity• Mobileunitsmakeitpossibletomeasureatmorelocations• Inexpensiveunitsmakedatacollectionfeasible
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Ourapproach
• Mobileunit• Installedincars• Startscollectinginformationwhencarisparked• Transmitsinformationtocentralserver.
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ProjectOrganization
• ThisprojectisdoneincollaborationbetweenFacultyofEngineering,“LucianBlaga”UniversityofSibiu”,RomaniaandUniversityCollegeofSoutheastNorway.
• ThreestudentsbuiltthefirstprototypeduringtheirmobilitystayinNorway(TwofromSibiu,onefromCraiova).
• EEAgrant
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FirstPrototype
• ThefirstprototypeusedIntelEdisonasprocessingunit• Communicationwashendeled throughBluetoothconnectiontoamobilephone
• GPSunitprovidedlocationinformation• Sensorsforbarometricpressure,temperature,humidity,sound,andCO2,
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LessonsLearnt– FirstPrototype
• UseofAndroidphoneforcommunicationrequiresaphonewithasubscription.Appneedtobeinstalled.Notgoodforlargerdeployments.
• Soundsensorhadlimiteduse• IntelEdisonisaquiteexpensiveprocessingunit
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SecondPrototype
• BasedonLinkItDuo,acheapdualprocessingunit.• CombinedGPSandGSMunit• Nosoundsensor• Addedaparticlesensor• ReplacedCO2 sensorwithsensorabletoalsomeasureNOX
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SecondPrototype
• 16environmentalplatformsensorshasbeenmadeinSibiu.• FirsttestinSibiu,February2017• CollaborationwithRomanianNationalEnvironmentalAgencyandCitizenAlert (NGO)
• Planninglargerprojectwithmorethan100units.• Unitcost:AroundEuro120,-
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ACitizen-CentricPublicSector
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CitizenCentricity
• Whatiscitizencentricity?• Products,servicesandprocessesseenas
– Efficient– Affordable– User-friendly
• Thepublicsectoristheretoserveitscitizens,butisthepublicsectorcitizen-centric?
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NorwegianFlirttrains• 2012:23newtrainsetswereputintoservice
• Massivecomplaintsfromusersabouttheseats
• Seatswerechangedforapriceof5millionEuro(finishedin2014)
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Drivinglicense• Physicaldocumenttoshowyoucandrive
• Ifyoucannotshowthedrivinglicense,youwillgetfinedbythepolice
• Theinformationischeckedonlinetofindoutifthelicenseisvalid.
XXXXXXXX
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Parkingticketmachine• Insertcreditcard• Selectparkingtime• Getparkingpermit• Removethecreditcard
• Whataremostpeoplefocusingon?
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Whyisthishappening?
Basedonorganizationaltheory:• Decisionsaremadeandcarriedouttoprovidelegitimacyfordecisionmakersratherthaneffectivesolutionsforbenefitingthecitizens
• Decisionmakerstendtomakedecisionsbasedsolelyonorganizationalculturefocusingoninternalneedsandprofessionaltechnicalservicestandards,withoutpayingattentiontoexternal(citizens)needs
• Culturalframe:“Thewaywehavealwaysdonethingsaroundhere”
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Organizationalidentity
• Organizationalidentityisconstructedthroughfourprocessesofmirroring (inthemirrorofothers),reflecting (culture,embeddedinhistoryandtraditions,meaningsandunderstandings),expressing (thewaycultureisbeingexpressed)andimpressing (leaveimpressiononothers)
• Accordingly,organizationalidentityconsistsofthetwoconceptsofimageandculture.• Culturerepresentsthepast,theroots,andthusthecoreidentity.
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Transformation
• Transforminganorganizationrequiresculturalchangethroughbehaviors,valuesandbasicassumptions
• Therefore,culturalchangeiscrucialinordertodevelopaacitizen-centricpublicsector• Identityneedstobereconstructed
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Theimpactofculture
• Itseemsthatpublicorganizationsgivegreatattentiontodifferentactivitiesandprojectswhicharenearlyexclusivelyconnectedtothepastandexistingculture
• Thisisdonewithouthavingtakenintoaccounthowacitizen-centricorganizationoughttobeorganizedinordertofulfilltheincreasingexpectationsfromthecitizens
• Ontheotherhand,thecasesexposetheoppositetendencyofuncriticalfocusonlegitimacyandimagewithoutnecessarilyconnecttheprojectsthroughinvolvementandengagementwiththeexistingculture
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Imagevs.culture
• Asshowninthecases,theeffortsofcitizencentricitymightalsofailduetooveremphasizingonexternalstakeholderimagesandlegitimacy.
• Thus,theorganizationsareoccupiedwithgaininglegitimacy,makinganimpressionofbeingacitizen-centricpublicorganizationwithoutnecessarilyemphasizingeffectiveness,theneedsandtheexpectationsofthecitizens.
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Cancertreatmentcoordinators• Hospitalsandmunicipalitieshaveestablisheddesignatedcancertreatmentcoordinators
• Fastestpossibleassessmentandtreatmentforpatients
• Thecoordinatorhidesthecomplexityofthepublicsector
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User-controlledpersonalassistant
• HealthandRightsActof2015establisheduser-controlledpersonalassistanceasaright• Example:“Lisa”isofferedawalkintheparkinthemiddleoftheday,butwhatshereallywantsistobewithfriendsinacaféonFridayevening.
• The user-managedpersonalassistantisthecitizen-centricanswertosuchproblems.Thepatientisgivenacertainnumberofhoursaweek,butthepatientisinchargeofhowandwhenthehoursareused.
• Thisempowersthepatient.
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ICT
• Mostservicesprovidedbygovernmentondifferentlevelsaredependingonhumanresources.Teachersteachourchildren,healthcarepersonneltakecareofthosewithmedicalproblems,andmanualworkisneededtomaintainroads.
• But,ICTplaysanincreasingroleintheserviceprovision.TheteachersareusingICTtocommunicatewithparents,thosewithmedicalproblemsmaybookconsultationsonline.Prescriptionsaresentfromthegeneralpractitioner(GP)tothepharmacythroughelectroniccommunication.DriversmaygetupdatedinformationonroadconstructionworkthroughtheInternet.
• Therefore,itisfairtosaythatelectronicservicesplayanimportantroleinpublicserviceprovision.
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DigitalAgendaNorway
• InApril2016,theNorwegiangovernmentissuedawhitepaper“DigitalAgendaforNorway–ICTforasimplereveryday”.
• Oneofthetwokeyobjectivesisacitizen-centricandeffectivepublicsector.Ambitionsarehigh.
• Theusers(citizens,publicandprivateentitiesandthevoluntarysector),andtheirneedsshallbethecentralstartingpoint.
• Publicservicesshallbeseenascoordinatedandcomplete,independentofwhichpublicsectorentitiesareprovidingtheservices.
• Thepublicsectorshouldreuseinformationinsteadofaskingusersforinformationalreadyacquired.
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DigitalAgendaNorway
• Thegovernmentwants(amongotherthings):– Realuserparticipationtoensurethatusersviewsandneedsistakencareofindevelopmentofdigitalservices.
– Stimulatemoretrialsbyusingservicedesigntocontributetomoregoodusercentricservices.
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Suggestionstoimprovecitizencentricity
• Buildorganizationalidentity• Involvethecitizens• Sharedata• Reusedata• Collaborateonwebsitestructureandcontent• Spendlesstimeonwebsitestructure• Improvereadability• Protectprivacy
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Conclusion
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Conclusion(final)
• Smartcitiesisaboutquality-of-life,efficiency,participationandsustainability• Publicservicedeliverycanbeautomatedorsupportedbytechnology• Citizenscanparticipateincitypolitics,butmayalsoplayanimportantroleasnon-politicalparticipants(e.g.,humansensorsandvolunteers)
• Informationisimportant,andcanbemademoreavailableandaccessiblethroughuseofinformationandcommunicationtechnology
• Internet-of-thingswillhelpmonitoringthecityandhelpdecisionmaking(asshownintheairqualitymonitoringstudy)
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Conclusion(final)
• Citizencentricityisnotobvious• Weneedtoprogressfrom“politicalspeeches”tochangingthecultureofpublicsectororganizations.
• Somerecentlegislationwithinthehealthsectorshowsthepoliticalwillingnesstoimprovecitizencentricity.
• DigitalAgendaforNorwayisastepintherightdirectionregardingelectronicserviceprovision.
• Futurework:In-depthcasestudiestoshowhowidentityandcultureimpactsoncitizen-centricbehavior
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