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.

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Presentation transcript:

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 Programme, Netherlands

March 8th, 2007eGoverment Seminar EIPA-EKDDA Thessaloniki 2 - e-Government in the Netherlands - e-Citizen Programme e-Citizen Charter: why? - e-Citizen Charter: what? - e-Citizen Charter: how? Topics

March 8th, 2007eGoverment Seminar EIPA-EKDDA Thessaloniki 3 - 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, 2007eGoverment Seminar EIPA-EKDDA Thessaloniki 4 - Independent Platform - Stimulate e-Government from Citizens’ Perspective - Initiative of the Minister of Government Reform e-Citizen Programme (1)

March 8th, 2007eGoverment Seminar EIPA-EKDDA Thessaloniki 5 - Involves citizens - Advises Government Authorities - Monitors Progress e-Citizen Programme (2)

March 8th, 2007eGoverment Seminar EIPA-EKDDA Thessaloniki 6 - e-Citizen Panel - e-Government Award - e-Citizen Charter - Research, Partnerships e-Citizen Programme (3)

March 8th, 2007eGoverment Seminar EIPA-EKDDA Thessaloniki 7 - 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, 2007eGoverment Seminar EIPA-EKDDA Thessaloniki 8 - System of quality requirements - Makes e-government tangible - Measures policy outcome Empowers both citizen and government e-Citizen Charter: What?

March 8th, 2007eGoverment Seminar EIPA-EKDDA Thessaloniki 9 - 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, 2007eGoverment Seminar EIPA-EKDDA Thessaloniki 10 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, 2007eGoverment Seminar EIPA-EKDDA Thessaloniki 11 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, , internet)

March 8th, 2007eGoverment Seminar EIPA-EKDDA Thessaloniki 12 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, 2007eGoverment Seminar EIPA-EKDDA Thessaloniki 13 Drs Matt Poelmans, Director, e-Citizen Programme ICTU Visit: Wilhelmina van Pruisenweg AN The Hague, Netherlands Mail: PO box AA The Hague, Netherlands Phone: Internet: