European eGovernment Awards - Donau

Transcription

http://ec.europa.eu/egovernment
Contact:
E-mail: [email protected]
Telephone: +32 (0)2 296 17 40
European eGovernment Awards 2007 Exhibition Catalogue
European Commission,
DG Information Society and Media - eGovernment & CIP Operations
European eGovernment Awards
2007
Exhibition Catalogue
4TH MINISTERIAL
eGOVERNMENT CONFERENCE
LISBON
2007
4TH MINISTERIAL
LISBON
For further information
Contact:
Telephone: +32 - (0)2 296 17 40
LEGAL NOTICE
By the Commission of the European Communities, Information Society and Media Directorate-General.
Neither the European Commission nor any person acting on its behalf is responsible for the use which might be made of
the information contained in the present publication. The European Commission is not responsible for the external web
sites referred to in the present publication.
The views expressed in this publication are those of the authors and do not necessarily reflect the official European
Commission’s view on the subject. Please note that all information disseminated through this catalogue has been provided
by the project-owners on a basis of confidence, as well as on the agreement that it may be disclosed to the public.
© European Communities, 2007
Reproduction is authorised provided the source is acknowledged
Europe eGovernment Awards website: http://epractice.eu
Designed and typesetting by Ciannetwork, Barcelona, Spain
Photos: ©Fotolia
Printed and bound by Filmideal, Spain
D.L.: B-43416-2007
Acknowledgements
We are grateful to the European Commission DG Information Society and Media for entrusting
the European eGovernment Awards Consortium with the opportunity to assist in making
the 2007 Awards and the Ministerial eGovernment Conference and Exhibition, 19-21
September 2007 in Lisbon, a success.
Special thanks to the following people for their valuable contribution to this exhibition
catalogue:
• Giovanna Galasso and Luca Caldarelli for compiling and editing the thematic introductions
and finalist cases;
• Clotilde de Bellegarde and Manel Trias for editing, designing and publishing this exhibition
catalogue;
• Daniella Cicirello for correcting and proofreading all of the sections of this document;
• Sara Loisa Matikainen for compiling and editing more then 300 submissions;
• Christine Leitner, Marleen Haase, Jamal Shahin and Jeremy Millard for providing content;
• Morten Meyerhoff Nielsen for providing content and ideas, editing and not least coordinating
the process.
• Alejandro Moya and Trond Arne Undheim at the European Commission for editorial
overview.
Furthermore, thanks to all the consortium partners: CEPA (Center for European Public
Administration), Danube University, Krems (www.donau-uni.ac.at/verwaltung); DTI (Danish
Technological Institute), Århus/Copenhagen (www.teknologisk.dk); P.A.U. Education,
Barcelona (www.paueducation.com); and, RSO S.p.A., Rome (www.rso.it), for their valuable
assistance and comments throughout the process.
European eGovernment Awards 2007 | Table of contents
Foreword by Viviane Reding, European Commissioner........................................7
FINALISTS SORTED BY THEME.................................................................................9
Awards evaluation..................................................................................................10
Good Practice exchange........................................................................................10
1. Better public services for growth and jobs......................................................11
Information Centre and Business Creation Network for Private Limited Companies..............13
Jekabpils City Council Information Centre Residential and Business eServices........................14
Évora Distrito Digital - Évora County Digital Project............................................................................15
The National Programme of Computer Literacy...................................................................................16
One-stop-shop for Hotel Restaurant Café licences..............................................................................17
35 local governments from three countries sharing one GIS infrastructure..............................18
Formulaires en ligne- Online Forms...........................................................................................................19
2. Participation and transparency........................................................................21
Internet voting in Estonia..............................................................................................................................23
Mypage Self-service Citizen’s Portal..........................................................................................................24
Madrid Participa: citizens’ eConsultations in the city of Madrid......................................................25
Virtual Cities over one thousand words...................................................................................................26
ePetition...............................................................................................................................................................27
e-Citizen Charter...............................................................................................................................................28
MEPA eApplications.........................................................................................................................................29
Donegal Online Planning Services.............................................................................................................30
The German Environmental Information Portal....................................................................................31
e@SY Connects - Transformational Petitioning.....................................................................................32
Vicky – A virtual assistant for social security in Italy............................................................................33
Gencat: mass-scale deployment based on transparency and web 2.0.........................................34
3. Social impact and cohesion..............................................................................35
Multi-channel Citizen Service Centres......................................................................................................37
Multilingual Infobank - website for immigrants................................................................................... 38
Besancon.clic......................................................................................................................................................39
UK online centres and myguide..................................................................................................................40
Connect Project.................................................................................................................................................41
eGAIANIMA, cohesion in education: pupils, parents, teachers and administration..................42
Equal Access to Information through Digital Library Service..........................................................43
| Exhibition Catalogue
Table of contents
4. Effective and efficient administration.............................................................45
Transforming Access to Services in Local Government......................................................................47
Electronic Document Archives of Courts in Austria.............................................................................48
Electronic Conveyancing...............................................................................................................................49
Digital Identity in Dutch e-government services..................................................................................50
Speed up the publication of notary acts through SOA platform....................................................51
Integrated electronic declaration and one-stop-shop for foreign workers................................52
Import/export of endangered live animals, plants and products thereof...................................53
Consulting your personal data in the National Register....................................................................54
Online public tendering information system.........................................................................................55
Innovative e-Identification and Registration of farmed animals
in the Netherlands...........................................................................................................................................56
Integral and Multi-Channel Citizen Service System.............................................................................57
The Norwegian national portal for geographic
and environmental information services.................................................................................................58
Company Registration Portal - Create Your Own Company in 12 minutes.................................59
Spatial Data Infrastructure, Government of La Rioja...........................................................................60
The Flemish Infoline........................................................................................................................................61
PloneGov.............................................................................................................................................................62
SAM Internet - electronic application for agricultural support in Sweden..................................63
SPT - Our future is today................................................................................................................................64
Directgov - Transforming digital public service information...........................................................65
Compensation for Sickness in Denmark..................................................................................................66
German Administration Services Directory............................................................................................67
Online Police Station.......................................................................................................................................68
Integrated aid system.....................................................................................................................................69
Integrated Title Registration Information System................................................................................70
Danish eHealth portal - sundhed.dk..........................................................................................................71
Electronic search and filing on Portuguese IP system........................................................................72
ELIGIBLE SUBMISSIONS (BY COUNTRY)................................................................73
EUROPEAN EGOVERNEMENT AWARDS 2007 EXHIBITION STANDS
Index / Finalists by theme and exhibition stands.................................................................115
Index / Finalists by alphabetical order and exhibition stands.........................................117
Venue map and layout of the Exhibition........................................................... 119
European eGovernment Awards 2007 | Foreword
I am proud to present to you the achievements of European champions in the field of
eGovernment. The 52 cases included in this booklet have been selected by a panel of experts
from more than 300 submissions received in response to the awards call.
These cases demonstrate how public administrations across Europe have become better
connected to their citizens and businesses, saving time and cutting costs for themselves and,
most importantly, for their users. It is clear that the people who have worked to develop these
services were ambitious and explored new ways of delivering services, which put the needs
of their users at the centre. I am sure they faced difficult challenges in reaching their goals;
however, they were not afraid to think on a broad scale, and open their work to wider scrutiny
by entering for these awards.
We can all gain knowledge and learn from the experience of these 52 finalists. We have
therefore put them in the spotlight at the Ministerial eGovernment Conference 2007 on 19-21
September in Lisbon, where each of the finalists will exhibit their work.
There are myriads of other excellent European examples of eGovernment projects on the
ePractice.eu website (www.epractice.eu). The website features Web2.0 style interactive and
networking tools with which you can meet, contribute, share and learn from others. It is our
aim to support good practice exchange. The ePractice environment enables a large number of
experts in the field to examine cases and influence the way in which public administrations
across Europe design and deliver services. As the website is accessible globally, it also provides
an excellent platform to showcase European achievements worldwide.
I would like to congratulate all the finalists and encourage you all to get involved and to build
on these achievements so that Europe can maintain its lead in implementing eGovernment.
Viviane Reding
Member of the European Commission
In charge of Information Society and Media
European eGovernment Awards 2007 | Finalists
2007
1 Better public services for growth and jobs
2 Participation and transparency
3 Social impact and cohesion
4 Effective and efficient administration
Introduction
Awards evaluation
A panel of independent European experts, drawn from across Europe and with
a variety of backgrounds to ensure the widest possible coverage in terms of
geographical balance and specialist knowledge, was commissioned to evaluate all
of the entries submitted to the European eGovernment Awards 2007. Out of more than 300
applications, 52 cases were ultimately shortlisted as finalists.
Following the closure of the call for submissions on 14 June 2007 and subsequent eligibility
screening, each application was evaluated by the panel of experts. The experts worked separately
in the first phase of the evaluation process (25-29 June) and agreed on a ranking in the second
phase (3-5 July) to ensure the highest standards and complete impartiality. A threshold was
established for a case to proceed from phase one to phase two of the evaluation process.
All finalists were required to attend the Workshop for Finalists on 26-27 July, and to participate in
the Ministerial eGovernment Conference and Exhibition in Lisbon on 19-21 September 2007.
Four winners will be selected from the finalists of each theme identified in the previous two
phases by a committee of judges (Jury). The Jury will attend the Ministerial eGovernment
Conference and will judge the exhibits on visual appeal, content and overall presentation on
19 September. In addition, all 52 finalist cases are published in ePractice.eu, where registered
members have been invited to vote online for the winner of the fifth “Most Inspiring Good
Practice” Award.
Good Practice exchange
ePractice.eu is an interactive initiative of the European Commission,
providing a new array of services targeted at the eGovernment, eInclusion and eHealth
community.
ePractice.eu empowers its users to discuss and influence government policy-making and the
way in which public administrations operate and deliver services. The European Commission
ePractice project combines online activities with frequent offline activities, such as workshops,
face-to-face meetings and public presentations.
With a large knowledge base of real-life case studies submitted by professionals from across
Europe, ePractice.eu is committed to becoming a strong point of reference for the exchange
of practical eKnowledge. Finalists and winners of the European eGovernment Awards are
especially encouraged to play an active role in this innovative portal.
One of the important features of ePractice.eu is the Good Practice label, awarded to a limited
number of cases after a careful screening and editing process. This exclusive quality distinction
awarded by ePractice.eu does not expire over time. The criteria followed when awarding a
case the Good Practice label include its overall ePractice.eu Community and Expert ratings,
and whether or not it is qualified by an external best practice project. All 2007 eGovernment
Awards finalists will receive the Good Practice label, as will a number of other cases of
extraordinary quality. Holders of the Good Practice label will be able to use it unconditionally
in their communication activities (i.e. letterheads). The distinction will remain highly visible
in ePractice.eu, next to the labelled case, in the user profile and in several areas of the portal.
10 | Exhibition Catalogue
Better public services for
growth and jobs
1
Finalists
2007
Online public services directly contributing to
the economic growth and job creation strategy
of the European Union, known as the Lisbon
Agenda.
Theme 1
Modernising the European public sector represents one of the key challenges for the
achievement of the Lisbon Objective, i.e. making Europe the most dynamic and competitive
knowledge economy in the world. Public sector modernisation means, above all, providing
Member States with a set of infrastructures, tools and shared service delivery processes needed
for boosting competitiveness and fostering innovation, with the aim of exploiting the benefits
the Information Society can bring to citizens and enterprises.
Member States have committed themselves to giving all public administrations across Europe the
ability to carry out 100% of their procurement electronically (where legally permissible) and to
ensure that at least 50% of public procurement above the EC threshold is carried out electronically
by 2010. Member States recognise the importance of eIDM for ensuring that, by 2010, European
citizens and businesses will be able to benefit from secure and convenient electronic means, issued
at local, regional or national levels and complying with data protection regulations, to identify
themselves to public services in their own or in any other Member State.
i2010 eGovernment Action Plan
This theme focuses on technology and management-related factors which are crucial for
supporting the achievement of the European policy objectives, thus taking into account not
only the hard dimension related to standards and regulations, allowing for a massive takeup of advanced transaction services, but also soft aspects connected to the set-up of delivery
architecture and processes for high-impact services.
Document management systems, in this perspective, can be seen as the cornerstone of complex
service provision frameworks. Replacing physical archives and facilitating information
processing activities significantly mark the switch from traditional delivery procedures to
integrated and seamless ones.
Actively promoting the free movement of people across Europe is also related to identity
management issues: public key infrastructures based on eID cards will provide a massive boost
to the achievement of this policy objective, thus contributing to the establishment of a shared
and approved European cultural environment.
Finally, integrated multi-service platforms contribute to the increase of eGovernment service
take-up rates. Reorganising back-office activities by adopting a citizen-centric perspective
paves the way for a radical rethink of the way in which public services are provided, adding
features such as multi-linguistic information sources, interoperable data exchange devices, and
modular system architecture.
The cases covering this theme reflect the abovementioned issues by focusing on policy
programmes (NPPG), services reducing the enterprises’ administrative burden (CIRCE SRL),
service infrastructures (EDD), GIS-based information distribution applications (Log-IN
GII), eGovernment portals for businesses (HoReCa1) and eGovernment portals for citizens
(AdminH24, JCCICRABES).
Better public services for growth and jobs
CIRCE SRL
Information Centre and Business Creation Network
for Private Limited Companies
Spain
Multi-channel delivery, Efficiency & Effectiveness, eServices for Business
Faster and simpler procedures developed for entrepreneurs through ICT use and
process re-thinking
The objective of CIRCE SRL is to expedite the creation of new companies in a quick and flexible manner
and ensure the creation of more robust and competitive companies. To achieve this, the administrative
procedures and paper forms associated with the company creation process have been simplified, thereby
offering an integrated advisory service that assists the entrepreneur from the early phases of the business
idea to the formal creation of the business and through its first years of activity. CIRCE SLR has also
created an IT application for the start-up of companies, involving entrepreneurs, public service agencies
and other bodies related to company creation. This case is a good practice example of how red tape can be
reduced for the benefit of SMEs when ICT is used to improve service functionality.
Impact
The time required for creating a limited company has been reduced to nine working days by reducing the
up to 15 paper forms required to formally create a limited company to a mere two visits - one to PAIT
(Puntos de Asesoramiento e Inicio de la Tramitación) and one to a notary - and one electronic document
to be completed by the entrepreneur. As a result of the CIRCE SPL initiative, the network of one-stopshops has been increased by 74% over three years and now comprises more then 180 such access points.
Lessons learned
• Administrative procedures may be improved by simplifying existing administrative processes and paper
forms through the appropriate use of ICT.
• Project management should be coordinated with clearly defined areas of responsibility and deadlines.
• The appropriate procedural and legal framework must be in place and, if not, this point should be raised
with the appropriate decision-makers at an early stage.
www.circe.es
www.epractice.eu/cases/circesrl
Contact details
Stand A01
National Government
[email protected]
www.circe.es
European eGovernment Awards 2007 | 13
JCCICRABES
Jekabpils City Council Information Centre
Residential and Business eServices
Latvia
Local, eServices for Citizens, eAccessibility
Local leadership and ICT improves access to public services and leads to greater
transparency and participation in local decision-making
The project aims to improve public knowledge of the use of IT and the quality of and accessibility to
eServices. In addition, the project seeks to improve administrative capability for implementing eGovernment
solutions while facilitating the use of eServices by citizens and business. Citizens and businesses are free to
choose the means by which to contact Jekabpils City Council, as well as the access channel that most suits
their needs. Residents with no Internet access can submit their queries either by telephone or by visiting
the city council authority in person. This case is a good practice example of management and leadership,
which, combined with a cost-efficient solution, has led to good take-up and impact rates at local level.
Start-up costs in 2004 were €166,974.
Impact
Jekabpils City Council is the first in Latvia to launch a large number of electronic services with the aim of
enabling local government to work more efficiently. Quantitative indicators include 2,600 resident visits
to the one-stop-agency, as well as the registration and electronic processing of some 15,000 incoming
and 9,000 outgoing documents in 2006 alone. Quality indicators include increased public awareness
of local government work, greater public participation in local government work, and more efficient
communication and exchange of opinions.
Lessons learned
• Public sector, citizen and business requirements should be focused on from the outset, including
objectives, target users and potential problems.
• Making the interface of the solution as user-friendly and accessible as possible helps to ensure take-up
once implemented.
• Well-designed and simple solutions based on ICT can help increase citizen involvement in local
government work.
www.jekabpils.lv
www.epractice.eu/cases/jccicrabes
Contact details
Jekabpils City Council
[email protected]
www.jekabpils.lv
Stand A02
EDD
Évora Distrito Digital - Évora County Digital Project
Portugal
Regional and Local, eServices for Business and Citizens, eAccessibility
Regional cooperation results in better access to ICT infrastructure, public services
and improved skills
The Évora Digital District (EDD) project has been a turning point in the implementation of the knowledge
society in the district of Évora. The partnership brought together the Évora County Association of
Municipalities, the 14 municipalities of the county, the local tourism agency, and ADRAL (Alentejo’s regional
development agency). From September 2004 to June 2007, EDD implemented a vast set of projects, including
portals specifically developed for the regional portal, tourists, business and eCommerce, as well as a geoinformation portal, a business extranet, the Inovévor@-Innovation Centre, a number of municipal intranets,
and websites offering online services. In addition, regional hotspots, a regional data centre, Évora Municipality
– Memory and Online Services, and an Internet mobile vehicle were set up. EDD is a good practice example
of achieving a common goal and an integrated vision of ‘going digital’ through local cooperation. To date
more the €6 million worth of investments have been related to the project and related activities.
Impact
Investments of more then €6 million have been made and transparency and efficiency have improved
by exposing internal services to the Internet. As a result of the project, Évora municipalities now see the
Internet and online services as crucial tools to ensure that municipal employees are more informed. There
are currently more then 2,500 users in the region and over 100 rural locations where the Portuguese
equivalent of the European Computer Driving Licence is taught. Local organisations are now more aware
of, and react to, the low PC/Internet penetration, and have started collaboration with local IT experts to
share solutions. The SME online solution, MarcaÉvora, has resulted in a regional directory of more then
500 local SMEs and 10 new IT SMEs have settled in Évora.
Lessons learned
• A strong focus on objectives, capacities and results is important and must be combined with leadership.
• Dividing project objectives and tasks into shorter, simple tasks makes it easier to design, implement faster
and evaluate the results of the project.
• Sustainability is essential for the long-term success and promotion of the project, and early success
(internally and externally) helps ensure visibility.
www.amde.pt
www.epractice.eu/cases/edd
Contact details
Stand A03
Associação de Municípios do Distrito de Évora
[email protected]
www.amde.pt
NPPG
The National Programme of Computer Literacy
Czech Republic
Digital literacy, eInclusion, eCompetences
Improving the lives of disadvantaged groups through better ICT skills
The Ministry of the Interior implemented the National Programme of Computer Literacy (NPCL or NPPG
in Czech) in the 2003-2006 period in order to facilitate the acquisition of basic computer and IT skills by
the general public. This included lessons on how to use the Internet and overcome any fears relating to
new technology. The programme was developed in the form of two-hour courses, taught by experienced
teachers, during which participants gradually acquired basic PC, Internet and e-mail skills. As opposed
to similar courses available commercially, the NPCL courses were affordable to almost everybody, in
particular older people, who do not have the same access to computers and the Internet as the general
public. Spin-offs include special projects for disadvantaged groups, such as people with disabilities, as well
as the transfer of the project in various forms to Uganda, Kenya and South Korea. NPCL is an effective,
high impact programme, promoting computer/Internet literacy and paving the way for future initiatives,
particularly in terms of eLearning applications. Project costs to date are €1,052,600.
Impact
Old(er) people have, as a result of the project, started to use ICT, including eGovernment services. Now,
61% of people aged 51 years or above (the largest of the predefined target groups) use the Internet to access
public services. An added benefit has been that participants in the NPCL project have often found a new
sense of purpose and motivation for further IT-related education. This is also the case in a special project
for disabled people, which has enabled participants to develop skills that help them to overcome obstacles
and facilitate everyday life. Through participation in the NPCL project, and with the help of the European
Computer Driving Licence, many participants have found new jobs.
Lessons learned
• eLearning has proven to be the best format for advanced preparatory courses, with participants upgrading
their IT skills at home, work, Internet cafes, etc.
• Partnerships with public libraries and schools have proven beneficial, with schools testing life-long
learning courses and libraries gaining more users.
• Thought-through concepts have proven to be transferable to other user groups and countries if content,
methodology and technology are adapted to the situation.
www.micr.cz
www.epractice.eu/cases/nppg
Contact details
Ministry of the Interior
[email protected]
www.micr.cz
Stand A04
HoReCa1
One-stop-shop for Hotel Restaurant Café licences
Netherlands
User centric services, Efficiency & Effectiveness, eServices for Business
Simplification and one-stop-shop reduces the administrative burden for bars, hotels
and restaurants in Amsterdam
For a bar, hotel or restaurant in Amsterdam, one needs to obtain licences and dispensations from more
than 18 different authorities, creating a difficult obstacle for those setting up their own business. Through
the HoReCa1 one-stop-shop, an entrepreneur can easily find out which selection of 40 governmental
documents has to be obtained by answering 20 questions and filling out a single form for seven local
licences required in the City of Amsterdam. This project is an excellent example of how to promote new
SMEs in the service sector through the integration of 18 different national procedures governing business
development. Start-up costs for the project in 2006 was €350,000.
Impact
With savings per applicant of €1,506, it is possible to save some €30.2 million a year in administrative costs
in the Netherlands, while reducing the burden for both the authorities and the individual businesses. In
addition to a simpler, more effective service with real financial benefits for both the provider and the user,
the project has proven its flexibility and transferability to other municipalities and other sectors.
Lessons learned
• It is important to take one step at a time, dividing the project up into smaller, more manageable tasks
and goals.
• It is important to harness internal knowledge, much of which is not formalised, thereby increasing
transparency and efficiency.
• Investing in the organisation and its people will increase the acceptance and subsequent take-up of a
solution.
www.amsterdam.nl/horeca
www.epractice.eu/cases/horeca1
Contact details
Stand A05
Economic Development Department, City of Amsterdam
[email protected]
LoG-IN GII
35 local governments from three countries sharing
one GIS infrastructure
Belgium
Regional and Local, eServices with pan-European scope, eCompetences
Local development promoted by powerful web application developed jointly by 35
local authorities in Europe
Local governments play an important role in providing services that enhance the environment for local
business. However, local governments may often be reluctant to assume this role. The LoG-IN Generic
Information Infrastructure (GII) is a powerful infrastructure owned by 35 local authorities in the UK,
Germany and Belgium. It is based on open standards, XML/GML and web services, with local authorities
being able to build powerful web applications using only a web browser. The GII allows local authorities
to manage and publish their geographic data supporting a multi-channel approach. The case is a good
example of ICT and geo-information used for regional cooperation and common service provision to
promote local development. To date the project costs are in the region of €175,000.
Impact
Though the re-engineering of seven protocols and procedures, with additional ones in the pipeline, savings
to date amount to €1.5 million, along with a calculated saving of 15 employees. Other benefits include more
empowered employees, with 50 power users and 1,500 public sector employees having received training
in eGovernment Academies. For businesses working with the participating public sector organisation,
the benefits include an improvement in effectiveness of up to 50%, as well as up-to-date and correct data
available at all times for sharing.
Lessons learned
• The co-development and design of solutions among local government software companies can result in
multiple benefits.
• It is important to understand the needs and circumstances of partners and target users from the outset.
• The bottom-up approach works if there is a common need and coordinated approach; however, in all
cases, ICT is just a tool to achieve a certain goal.
www.leiedal.be
www.epractice.eu/cases/logingii
Contact details
Intercommunale Leiedal
[email protected]
www.leiedal.be
Stand A06
AdminH24
Formulaires en ligne – Online Forms
France
User-centric services, Efficiency & Effectiveness, eAccessibility
Fast and simple solution developed by national one-stop gateway with 24/7 access
www.administration24h24.gouv.fr is a one-stop gateway developed to give its users access to a large
number of public services. The project is based on the premise that access should be possible any time,
from anywhere, in a simple manner via a unique entry point. The portal is integrated in the Formulaires
en ligne (www.formulaires.modernisation.gouv.fr) website, which offers electronic versions of forms
traditionally available in paper version. Forms are available to the users 24/7, and can be completed and
submitted online before being transmitted to the corresponding service provider in a back-office process.
This well-integrated management model and solution has a high potential for transferability.
Impact
Positive impacts for users include 24/7 access and availability, as well as a faster and simpler solution. For
administrations, benefits include improved quality of the information submitted and stored through a set
of online controls and help functions available to the user, the online transmission of forms, which, in turn,
can be automatically integrated in a back-office application, and the fact that administrations can transmit
information, such as acknowledgement of receipt, electronically to the user.
Lessons learned
• Clearly defined objectives and results are important in order to derive the maximum benefits of digital
solutions.
• The importance of change management should not be underestimated, as change can always be better
managed and issues will arise.
• Clear communication of the reason for and benefits of a project is key in order to enable change and
take-up both internally and externally.
www.modernisation.gouv.fr
www.epractice.eu/cases/adminh24
Contact details
Stand A07
Directorate General for Modernisation
[email protected]
http://www.modernisation.gouv.fr
Participation
and transparency
2
Finalists
2007
Interactive initiatives that empower citizens
and business to influence open government,
policy-making and the way in which public
administrations operate and deliver services.
Theme 2
Technological progress on the one hand, and the increasing demand for enhanced citizen
participation in policy and decision-making on the other, are challenging traditional democratic
processes and mechanisms. Better decision-making and more extensive involvement of
citizens in all phases of democratic decision-making, including at European level, are critical
for the cohesion of European society (i2010 eGovernment Action Plan) and thus contribute
to the Lisbon objectives.
The European Commission’s role is to enable cooperation at European level, notably in
eParticipation, to increase understanding, accelerate progress by sharing re-usable solutions from
[…], and support, by means of ICT, the transparency of European institutions and the involvement
of citizens.
Participation and transparency are the building blocks of modern democratic societies. They
encompass a variety of related issues such as enhancing transparency, supporting political
activity, improving consultation, building democratic knowledge, bridging social and political
inequalities, facilitating community development, and/or enhancing deliberative space.
Integrated information and service provision solutions allow citizens and enterprises to
effectively participate in democratic dialogue: the gap between the government and its
constituency can be filled only by removing, or at least significantly reducing, information
asymmetry between all the actors involved.
eParticipation initiatives are still rather experimental in nature; nevertheless, some interesting
examples point to the future potential of digital solutions applied to participatory and voting
processes in the short and medium term.
eID management platforms will ensure the security of sensitive data, thus contributing to the
confidence citizens and businesses have in using digital solutions and thereby supporting the
increased take-up of eVoting and eConsultation systems.
The cases covering this theme are indicative of the broad scope of participation and
transparency objectives. They focus on various aspects mentioned above, in particular
enhancing transparency (DOPS, PortalU, MEPAeApps, Gencat 2.0, MyPage), supporting
political activity (iVote), improving consultation in decision-making and service delivery
(epetition, e@SY, Madrid-p, Vicky), and enhancing deliberative space and facilitating
community development (VirtuoCity). Some cases follow a remarkably integrated approach,
including the provision of monitoring tools to support citizens and governments in their new
roles in digital environments (e-CC).
Participation and transparency
iVote
Internet voting in Estonia
Estonia
Legal aspects, eIdentity, eParticipation, eDemocracy, eVoting
Estonia becomes electronic voting pioneer
In 2005, the Estonian National Electoral Committee opened a new chapter in the history of electoral
administration: for the first time ever, Internet voting was applied nationwide with binding results. The
use of iVote is now mandatory in all elections and referenda in Estonia. iVote aims to enhance accessibility
and increase participation by offering citizens an additional voting channel. The project is fully in line
with the Estonian Government’s goal of using technology to make public administration more efficient
and user-friendly. This innovative application is supported by a well-developed public key infrastructure
based on electronic identity (eID) cards and takes advantage of an already existing remote authentication
infrastructure. iVote will inspire other governments when implementing their eParticipation strategies.
Impact
In the 2005 elections, a total of 9,287 iVotes were cast, which corresponds to 0.9% of the voters. A
remarkable increase was seen in the parliamentary elections in 2007 with 30,275 iVotes cast (i.e. 3.4%).
The number of voters who used their eID cards electronically for the first time increased from 5,774 (in
2005) to 11,894 (in 2007). The total expenditure for iVote amounts to €400,000 over a period of four years,
starting from the development of the system to the 2007 elections. The cost of establishing the new voting
system in 2005 amounted to approximately 20% of the total electoral costs, while in 2007 the cost was
significantly lower, making up 6% of the total electoral costs.
Lessons learned
• Internet voting is a substantial part of eGovernment and may encourage people to use existing eServices
and technology.
• Previously laid foundations can serve as a good basis for the development of new services without the
need for major investment.
• However, the provision of an additional voting channel via the Internet per se does not have an immediate
effect on election turnouts.
www.vvk.ee
www.epractice.eu/cases/ivote
Contact details
Stand A15
National Electoral Committee
[email protected]
www.vvk.ee
Mypage
Mypage Self-service Citizen’s Portal
Norway
User-centric service, Inclusive eGovernment, Interoperability
Norwegians are going for personalised, on-demand government services
Mypage was launched in mid-December 2006 and currently offers more than 200 services for citizens.
Only four months later, more than 200,000 users had already been registered on the portal. It is a userdefined and secured citizen portal, on which users can carry out personalised public eServices in one place
and on demand. Citizens can also control information about themselves held by various public authorities.
The goal is to have all relevant services from all levels of administration available through Mypage by the
end of 2009. Mypage is a good example of interoperable architecture that supports a self-service solution.
Impact
From May 2007, some 200 services from more than 40 public authorities have been provided, serving
more than 200,000 registered citizens, which corresponds to 5% of the population. The two most popular
transaction services had approximately 60,000 users each, with ‘address information’ and ‘property
information’ receiving more than 500,000 and 230,000 visitors respectively.
Lessons learned
• A focus on user needs is essential to ensure the eventual take-up of an eService.
• The involvement of all actors in the public sector (including municipalities) from the outset is
indispensable.
• Even though this has been widely recognised as a key success factor, the project shows that the
commitment of political leaders is crucial.
www.norge.no
www.norway.no
www.epractice.eu/cases/mypage
Contact details
Norge.no
[email protected]
www.norge.no, www.norway.no
Stand A16
Madrid-p
Madrid Participa: citizens’ eConsultations in the city
of Madrid
Spain
User-centric services, Multi-channel delivery, eParticipation, eDemocracy
Madrid’s choice: trust and multi-channel dialogue in local eParticipation
Madrid Participa is a highly efficient instrument to increase citizen participation in the local decisionmaking process in the city of Madrid. It provides a platform for a more dynamic and continuous dialogue
between political representatives and citizens. When compared to traditional consultation tools, the
approach of using secure eVoting technology in parallel with traditional channels enables the Madrid
City Council to carry out more convenient and user-friendly consultations, while avoiding the costs of a
traditional voting system. Madrid Participa provides a variety of technical improvements in authentication
systems and multi-channel voting opportunities. The lessons learned and the expertise acquired will be in
high demand due to a growing interest in eParticipation in local government across Europe and beyond.
Impact
The engagement of local citizen associations in the city council’s activities and initiatives has increased,
and there is evidence of a direct relation between this type of eEngagement and participation rates. To
date, the eConsultation platform has been used regularly in 22 citizen consultations, involving more than
3.5 million citizens. For example, 53.29% of the participants cast their votes via the Internet in Madrid’s
central district in a consultation on pedestrian zones, and 35.23% cast votes in the Hortaleza issue, for
which an eConsultation related to the local park was conducted. The city council has received very positive
and useful feedback from citizens, political parties and citizen associations alike. The total cost amounts
to approximately €120,000.
Lessons learned
• An eConsultation platform must guarantee the critical and specific security requirements to generate
trust between citizens and the city council.
• Multiple voting channels will enhance participation, but registration and voting processes must be simple
in order to be attractive.
• Use all media channels and local associations to increase marketing efforts and focus on issues that really
affect the everyday life of citizens.
www.madridparticipa.es
www.epractice.eu/cases/madridp
Contact details
Stand A17
Madrid City Council
[email protected]
VirtuoCity
Virtual Cities… over one thousand words
Netherlands
User-centric services, Multi-channel delivery, eParticipation
The ‘second life’ of three cities in the Netherlands
Virtual Cities is an initiative of the Dutch city governments of Apeldoorn (population 156,000), Helmond
(population 86,000), and Tilburg (population 210,000) that uses virtual technology from the University
spin-off known as Cebra. It is an interesting organisational cooperation model to support the participation
of citizens in discussions and decision-making processes concerning important city reconstruction
projects. Visitors can enter the virtual three-dimensional presentation of the city, as it is at present or
as it will be in the future. They are provided with all kinds of multi-media information, can leave their
remarks in a forum, vote for alternative designs, and chat with other visitors. The Virtual Cities concept
– which follows the trend set by ‘second life’ in cyberspace – has successfully been used in three Dutch
municipalities, where the main issues were quite similar, as they are in many municipalities.
Impact
A great achievement of Virtual Cities is easy access for citizens. One of the success stories is the marketplace
of Helmond, which has finally been reconstructed after ten years of discussion. In Tilburg, for the first
time, an online vote was organised concerning the citizens’ preferred design for the central marketplace.
There are about 75,000 visits per day and regular virtual chats between citizens and the members of the
city council. The way in which public opinion is taken into account is very innovative and shows wider
ranging (indirect) impacts. For example, only very few citizens currently try to block reconstruction plans
in court. This is due to the extensive engagement of the population in discussions, the virtual presentation
of all relevant material, and the provision of mechanisms to take into account public opinion.
Lessons learned by the finalist:
• Citizens respond very positively to the approach; they feel better informed and take their involvement
more seriously.
• Exchange of experiences and ideas is important, but follow-up and implementation are crucial.
• Innovation requires a vision and entrepreneurial skills; the implementation should be part of the
municipal infrastructure to ensure a standard approach.
www.virtueelapeldoorn.nl
www.virtueelhelmond.nl
www.virtueeltilburg.nl/en
www.epractice.eu/cases/virtuocity
Contact details
Stand A18
City of Apeldoorn
[email protected]
www.virtueelapeldoorn.nl, www.virtueelhelmond.nl, www.virtueeltilburg.nl/en
ePetition
ePetition
United Kingdom
User-centric services, Inclusive eGovernment, eParcitipation, eDemocracy
eEngagement: the Prime Minister’s Office in Britain shows the way
ePetition is a high-impact participation project on a national scale. The ePetitions initiative was launched
by the Prime Minister’s Office in November 2006 to enable citizens in the United Kingdom to address
and deliver an electronic petition directly to the Prime Minister and collect signatures via the Downing
Street website. This project focuses mainly on enhancing citizens’ political engagement by digitising an
old tradition through which citizens made representations to government, and enabling two-way dialogue
by allowing government to address those concerns and explain policies in e-mails back to signatories.
The service is addressed to every citizen in the UK or in the UK dominion; in other words, the target
group is even broader than the electorate, in that there is no (lower) age limit. ePetition is an open source
application and can be used by others, which is to be encouraged.
Impact
By August 2007, about 8,500 petitions were live and 3,600 completed. There have been over 5 million
signatures collected (originating from 3.5 million different e-mail addresses). This means that around 6%
of the population has engaged directly with the Prime Minister and been motivated to join the political
process. The site itself is marketed by the users, who are encouraged to e-mail the URLs of their favourite
petitions in order to generate support for their cause.
Lessons learned
• The power of viral marketing should not be underestimated; this kind of communication is very costefficient.
• ePetitions are powerful tools to convey messages to politicians and policy-makers as to what people are
concerned about.
• ePetitions is an important mechanism for public debate and encourages political engagement, creating
an unprecedented level of dialogue.
www.petitions.pm.gov.uk
www.epractice.eu/cases/epetitions
Contact details
Stand A19
Prime Minister’s Office
[email protected]
http://petitions.pm.gov.uk
e-CC
e-Citizen Charter
Netherlands
Policy, User-centric services, Inclusive eGovernment
A Charter for eCitizens in the Netherlands ensures quality public services through
the use of standards
What can citizens expect when eGovernment is finally implemented? The e-Citizen Charter provides
the answer. This charter consists of quality standards that define the digital relationship between citizens
and government in the field of information exchange, service delivery and political participation. These
standards are formulated as rights to which citizens are entitled and matching obligations on the part of
government bodies. The charter allows citizens to call their government to account for the quality of online
contacts. The government can use the charter to examine the external quality of eGovernment. Thus, the
charter is an instrument used to stimulate eGovernment from a citizen perspective, aiming to establish
standards in a non-regulated domain. It has been adopted by the Dutch national and local governments,
and recommended by the OECD as guidelines. A pioneer in the field, it has great potential for good
practice sharing.
Impact
e-CC was adopted as a standard for public service delivery in the Joint Dutch Authorities Declaration
in April 2006. It was also used as a selection principle for the annual national eGovernment Awards in
2006 and 2007, as the quality standard in NORA (the Dutch Government Interoperability Framework) in
September 2006 and received international recognition by the OECD in December 2006. In January 2007,
the charter was adopted as a quality standard in the national portal project (Overheid heeft Antwoord),
and used as the guiding principle for the eCitizen Panel’s evaluation of eGovernment building blocks in
May 2007 and formally adopted as a policy aim by a number of provinces and cities.
Lessons learned
• External pressure can support internal change initiatives, creating independent platforms for permanent
citizen feedback, such as the eCitizen Programme.
• Stimulate the use of standards: voluntary adherence is preferable to legal obligation (comply or explain).
• Facilitate autonomy: a national standard should leave room for local innovation and sector differences
and adoption.
www.burger.overheid.nl
www.epractice.eu/cases/ecc
Contact details
[email protected] (e-Citizen Programme)
[email protected]
Stand A20
MEPAeApps
MEPA eApplications
Malta
User-centric services, Multi-channel delivery
Transparency and cutting red tape in land planning in Malta
The Malta Environment and Planning Authority (MEPA) handles over 8,000 applications for development
permits every year. Plans, documents and correspondence with various stakeholders are processed for each
application. eApplications brings together different platforms and technologies into one homogeneous
system, which allows clients to view application details, submit and pay for applications online and send/
receive correspondence digitally, thus increasing participation, efficiency and transparency. Internal case
processing is digitised and minutes and all internally generated documents are digitally recorded within
the system. A role-based security system allows users with various rights to interact with the system in
a secure web-based environment. This is a technologically advanced platform, with interesting multichannel aspects, focused on cutting red tape.
Impact
The main impacts are transparency, increased efficiency and user involvement. Transparency is reflected
in more accessible data achieved through full electronic data including plans and file ‘minutes’. Agents,
applicants and the general public use the online systems to obtain up-to-date detailed status reports of
all applications directly from internal databases. Efficiency is a result of a direct, secure communication
with verified receipt mechanisms and the availability of document uploading through the system that has
replaced physical mail communication. This has resulted in a significant reduction in waiting time. Parallel
case processing has now been established for different parts of the life cycle of an application. Direct online
communication with consultancy bodies and agents has been proven to increase efficiency and reduce
turnaround times. This system provides the user with GIS functionality online, enabling greater access to
information, as well as dynamic data querying facilities.
Lessons learned
• The seamless integration of systems and components into one homogeneous system is a key for success,
as is flexibility to cater for the specific needs of the organisation.
• Effective use of geographical information systems: representing data on a map can be more informative
and user-friendly than in other formats.
• User focus and system sharing: back-office staff, key users, stakeholders and the general public all share
and update the same system.
www.mepa.org.mt
www.epractice.eu/cases/mepaeapps
Contact details
Stand A21
Malta Environment and Planning Authority
[email protected]
www.mepa.org.mt
DOPS
Donegal Online Planning Services
Ireland
Local, User-centric services, eServices for Citizens
Ireland counts on partnerships and informed customers for online land planning
services
Donegal County Council (DCC) processes on average 8,000 planning applications annually. Those
providing information to the public in a traditional over-the-counter manner were unable to cope with the
volumes of information needed. DCC adopted web technologies to deliver this information to customers
on a 24/7 basis. Customers can now access and search for planning application details, related scanned
documentation, locations via web geographic information systems (GIS), pre-planning site analyses,
local and county development plans, FAQs and general planning process guidelines. Aware that the
Internet is another channel for communicating with its customers, DCC is providing up-to-date planning
information in a transparent and accessible manner. DOPS is an interoperable web GIS solution that
increases transparency for local governance.
Impact
There has been an increasing growth in the use of DOPS since 2004. The Eplan Search has risen from
35,250 hits in 2004 to 104,460 hits in 2007. The same applies to the Gplan (GIS) search, which has also
increased from 22,625 (2004) to 159,116 hits (2007). The use of the scanned document search has grown
from 6,775 (2004) to 25,583. The Permits Planning Department provides a higher quality service. It is
reflected in reduced general enquiry telephone calls and no follow-up from website referrals, and it enables
planning customers to be better informed. Moreover, DOPS has increased transparency in the planning
process and encouraged increased participation by relevant parties – the public, public agencies, business
community and politicians.
Lessons learned
• Create a partnership with business owners: convince owners it is their application.
• Adopt a modular approach to development: deliver increasing enhanced services over time.
• Need to consult with end-users about system functionality and deliverables: conduct extensive user
requirements surveys.
www.donegalcoco.ie
www.epractice.eu/cases/dops
Contact details
Donegal County Council
[email protected]
www.donegalcoco.ie
Stand A22
PortalU
The German Environmental Information Portal
Germany
Policy, eServices for Citizens, eParticipation
Germany takes the lead in transparent environmental information services
PortalU was launched in June 2006 and is the central online information portal of the environmental
authority in Germany. The portal is the result of long-term cooperation among the 16 federal states and
the federal government. To the citizens of Germany, PortalU provides a highly accessible, comfortable
and central access point for publicly held environmental information and data. In the spirit of the ÅrhusConvention and the EU Environmental Information Directive, PortalU offers information services with
the goal of making government more transparent, educating the public about environmental issues, and
thus enabling and enhancing public participation in environment-related decision processes. PortalU
has a well-organised central information structure, using distributed data sources in federal and central
governments. It is based on cooperation agreements among federal administrations.
Impact
For the partners, PortalU has had a significant impact on the support of their environmental information
infrastructure. The portal is being used by all partners to comply with their obligations under national,
regional and European legislation. Further positive results include the harmonisation of data management,
data presentation and technology. Firstly, a common model for metadata has resulted in the harmonisation
of data management. Secondly, a common thematic categorisation has led to harmonised data presentation.
Finally, the PortalU software is used to build regional information portals and achieves harmonisation of
technology. An average of 10,000 visits and 400,000 hits are registered every month. The total cost amounts
to €750,000, and the main contributor is the federal government (approximately 40%).
Lessons learned
• In-depth involvement of all key stakeholders: developments in PortalU are discussed and decided upon
by all parties involved.
• A sound financial basis helps: a long-term administrative agreement between federal government and
states provides funding for technology and human resources.
• Affordable technology is important: the use of licence-free open-source software makes it easier to spread
software.
www.kst.portalu.de
www.epractice.eu/cases/portalu
Contact details
Stand A23
Coordination Centre PortalU
[email protected]
www.kst.portalu.de
e@SY
e@SY Connects - Transformational Petitioning
United Kingdom
Multi-channel delivery, Inclusive eGovernment, eParticipation, eDemocracy
Transformational petitioning is easy in South Yorkshire, UK
e@SY Connects delivers true citizen and business-centric services whilst simultaneously reducing the
demand on providers of the service through a partnership of public, private and voluntary sector providers
– a true win-win scenario. e@SY has now taken a previously recognised European award petitioning system
to another level by making it more accessible for all, regardless of socio-economic group or computing
skills, through the delivery of the enhanced service over a wide range of access channels (Internet, digital
interactive television, mobile telephones, kiosks, gaming stations, etc.) with a new generic replicable
interface, used in the UK as well as in other European countries such as the Netherlands. This is a high
impact project, including tools for active participation based on an effective multi-channel strategy, with
an effective marketing strategy.
Impact
The empowerment of citizens (and businesses) through a generic, replicable, transparent solution is one
of the main impacts. Moreover, active participation has been achieved not simply by means of a one-way
information flow or two-way consultations, but by creating a partnership between civil society, elected
representatives and government officers, i.e. a community of practice. Finally, real inclusion could occur
through a larger number of participants and better decisions through the use of multiple channels. For
example, since more people have access to Digital TV than the Internet in South Yorkshire, e@SY made
developing interactive solutions on these channels vital.
Lessons learned
• Internal and external marketing efforts are essential.
• Involve and empower the citizen: this approach is recognised across Europe.
• Working across Europe opens up further opportunities: in vital service areas, e.g. authentication and
authorisation, colleagues bring interesting experiences, views and skills to any new development.
www.easyconnects.org.uk
www.epractice.eu/cases/eatsy
Contact details
e@SY Connects
[email protected]
Stand A24
Vicky
Vicky – A virtual assistant for social security in Italy
Italy
User-centric services, Multi-channel delivery, Efficiency & Effectiveness
An Italian public authority that can listen, learn and respond to the different needs
of all types of citizen
The National Social Security Institute (INPS) in Italy communicates with over 42 million people with
different needs and languages through 600 contact points, a contact centre and an online portal. Vicky is
the innovative interaction system that the INPS has put in place on its web portal to extend its efforts for
an increasingly effective way of communicating with citizens. A multi-channel virtual human assistant,
Vicky, can be reached via the web and mobile phones and, in the near future, via TV, with the ability to
answer complex questions and understand the user’s language, and the intelligence to learn from user
input. The main novelty of this project lies in the way in which traditional communication schemes of
public authorities are being transformed.
Impact
Vicky became operational in May 2007. The impact measured at the launch recorded that over 90% of
visitors used the kiosk and over 50% could fully satisfy their requirements without the need for human
intervention. There were over 3,000 dialogues with Vicky within the first four days. The impact measured
shows about 5- 6,000 accesses daily and about 2,000 queries answered. Vicky eliminates barriers common
to online and multi-channel self-service systems by creating easy and natural communication with citizens.
The result will be a public authority that can listen, learn and respond to the different needs of all types of
citizen. The total costs of Vicky amount to €2.5 million.
Lessons learned
• Assist the user with information and services in a natural way: a virtual assistant used only to navigate
through information does not improve the service.
• Interact with the user: supply correct answers to questions posed in the same language as the user.
• Learn from the user: citizens are the best source of information when it comes to understanding their
needs. Analysing their questions is the best way of improving the service.
www.inps.it
www.epractice.eu/cases/vicky
Contact details
Stand A25
National Social Security Institute
[email protected]
www.inps.it
Gencat 2.0
Gencat: mass-scale deployment based
on transparency and web 2.0
Spain
Regional, User-centric services, Efficiency & Effectiveness
Catalonia shows the way in the development of citizen-centred service
Gencat 2.0, the Internet website of the Catalan Autonomous Government, is an example of a radical
redefinition of the eGovernment portal concept and a mass-scale deployment based on transparency and
Web 2.0 philosophy in public administration, fully backed by a policy-driven political strategy focused on
an integrated citizen-centric approach. With its 70 million visits per year and more than 1,200 million
pages served per year, Gencat is the sixth most visited website in Catalonia and the thirtieth in Spain,
according to the latest Internet user survey carried out by the Association for Communications Media
Research (AIMC), positioned at the level of mass media or financial services. This is an evolutionary case
with high potential impact due to the effective use of state-of-the-art technologies.
Impact
An increase (in number and quality) in online citizen services, as a result of mobilisation and involvement
in the project, of the overall organisation lead to 69.8 million visits. Additionally, the cross-syndication
affecting 289 websites takes place, with 2.3 million annual RSS feeds, 135,764 newsletter subscriptions,
a fully electronic Regional Official Journal and an AA accessibility compliance of 83.72% resulted in
economies of scale. Starting from exploratory pilots, Gencat has turned out to a consolidated operational
implementation involving more than 4,000 participants (social mediators, health professionals, cultural
promoters, lawyers and teachers) in 30 communities.
Lessons learned
• Offering transparent access to information: stimulating citizen involvement involves a complex decision
process and the use of new tools.
• The role of innovation processes: re-think existing processes, commit to the reorganisation of any
necessary component or organisational structure.
• Think big – scale matters: the ultimate objective for eGovernment services is to reach the same level of
popularity as media, financial or entertainment services.
www.gencat.cat
www.epractice.eu/cases/gencat20
Contact details
Directorate General for Citizen Attention, Generalitat de Catalunya
[email protected]
www.gencat.cat
Stand A26
Social impact
and cohesion
3
Finalists
2007
Public service initiatives contributing to
improvements in the social environment and
social cohesion. Services can be local, national,
or European, and user-oriented, inclusive, and
interoperable.
Theme 3
Public administrations play a fundamental role in promoting cohesion and stability on
behalf of their constituencies. In this perspective, the involvement of the widest possible set
of social actors is not only an economic imperative, but also ethically desirable. Excluding
disadvantaged or unconnected citizens from an interconnected Information Society would
endanger the very basis of the European socio-economic system, which is increasingly based
on ICT and technological innovation to function and deliver its benefits.
Member States have committed themselves to inclusive eGovernment objectives to ensure that,
by 2010, all citizens, including socially disadvantaged groups, become major beneficiaries of
eGovernment, and European public administrations deliver public information and services
that are more easily accessible and increasingly trusted by the public, through innovative use of
ICT, increasing awareness of the benefits of eGovernment and improved skills and support for all
users.
This theme embraces a series of topics related to inclusive eGovernment and highlights in two
specific ways the direct link between technology innovation and public service provision. First,
making eGovernment accessible to disadvantaged people requires special design and delivery
systems, thus stimulating scientific ICT-oriented research in areas such as biomedicine and
ergonomics. Second, supporting groups such as the elderly or the disabled requires consistent
and intelligent involvement strategies and therefore considerable management innovation.
In this sense, the full exploitation of the multi-channel potential represents a significant step
towards achieving the European inclusion objectives and marks the shift from computer-based
or silo-organised eGovernment to comprehensive service delivery approaches.
A further important issue relates to accessibility requirements and codes of conduct: European
public administrations need to proactively participate in setting up these regulatory frameworks
in order to ensure that the needs of the disadvantaged are properly addressed from the very
first phases of the inclusion process.
The cases covering this theme focus on highly different issues referring in various ways to
the theme, ranging from large- and small-scale eInclusion initiatives (UKOLM, Connect) to
service delivery and information distribution platforms (CSC-KEP, Infobank), from educationoriented IT-based initiatives and applications (DLS, eGAIANIMA) to local service delivery
interfaces (Besanc.clic).
Social impact and cohesion
CSC-KEP
Multi-channel Citizen Service Centres
Greece
Inclusive eGovernment, eAccessibility, Multi-channel delivery
An example of multi-channel service delivery, providing over 1,000 products and
services to Greek citizens, revealing the importance of clear communication and
publicity for success
The Citizen Service Centres (CSC) provide an advanced multi-channel system for the delivery of public
services to citizens and businesses, regardless of their digital literacy level, social orientation or locality. It
has proven to be a high profile eGovernment project and its impact on citizens and administration alike
has been remarkable. Several thousand citizens every day across Greece can walk into any of the more the
1,050 Citizen Service Centres, call the call centre 24 hours a day, seven days a week, or visit the dedicated
website in order to carry out their affairs with the various departments in the public domain through this
seamless suite of integrated channels.
Impact
CSC-KEP has over 1,050 service centres, offering more then 1,000 products and services through 1,025
standard national forms. The number of transactions through all channels (via the portal, phone or faceto-face) totalled 3,126,853 in 2006, with over two million interactions taking place to date in 2007. The
number of customers in 2006 was 1,920,000. The rolling total has now reached 4,945,681. Every day, the
Citizen Service Centres answer around 1,700 phone calls and receive 6,000 portal visits.
Lessons learned
• Central support, consensus and local implementation, as well as a strong public image, are needed for
widespread success.
• National projects need strong political support. Project leaders should be high-level politicians, such as
deputy ministers.
• Technology alone cannot achieve better services. Better use of information, people, processes and
technology are required. Relationships with the public and advertising support are essential.
www.gspa.gr
www.epractice.eu/cases/csckep
Contact details
Stand A08
Ministry of the Interior, Public Administration & Decentralisation
[email protected]
www.gspa.gr
Infobank
Multilingual Infobank - website for immigrants
Finland
User-centric services, eServices with pan-European scope
A highly inclusive multilingual information website for the immigrant population of
Finland, which has already expanded from one city to several others in the country
Infobank (Infopankki) is a multilingual web service targeted at the 120,000 immigrants living in Finland,
as well as the authorities providing them with public services. The information on the website is available
in 15 languages. The site (www.infopankki.fi) contains basic information on everyday questions,
including healthcare, social services, education, employment, and links to other relevant websites offering
comprehensive and complementary information. This national web service was launched in 2003, and
receives approximately 50,000 visitors per month. Project-related investments to date amount to €95,000.
Impact
Originally, this website used to be part of the web service of the city of Helsinki but, due to the good results,
others have joined in and started to use the information for their own needs. The Infobank currently has
five partners and contacts with several others. In 2006, Infobank had 40,000 visitors per month and 1.9
million pages were uploaded. In 2007, the number of visitors increased to 50,000 per month. A web-based
questionnaire for Infobank users carried out in May 2007 had positive results: 70-90% of respondents felt
the information on the site was useful and the themes well covered. More than 90% of respondents felt
that Infobank is easy to use and the information easy to read and understand. The impact of Infobank is
sustainable because it supports the long-term integration of site users. 38% of users visit the site one-three
times a month. The site has also been successful with public authority officials themselves: 40% of users are
authorities providing services to immigrants.
Lessons learned
• Networking is highly important when it comes to the production and dissemination of information.
• It is important to target the information through frequent surveys, etc., to find out the needs of users. This
requires a constant updating mechanism.
www.infopankki.fi
www.epractice.eu/cases/infobank
Contact details
International Cultural Centre Caisa
[email protected]
www.infopankki.fi
Stand A09
Besanc.clic
Besancon.clic
France
Infrastructure, Regional, eCompetences
A case revealing the impact of recycling computers for public spaces, focusing not
only on digital access, but also cultural diversity and other social policy goals
Since 1999, the city of Besançon and the Greater Besançon Community have been reducing the digital
gap by financing IT equipment in the region. The computers were donated by firms and rebuilt in a centre
for disabled workers. Recipients have included primary schools and hospitals, associations, retirement
homes and, since 2006, some schools in Senegal, through the distribution of an eBook pack to all of the
pupils in the third year of primary school (CE2). Common training courses between Besançon and Dakar
universities are currently being considered, as well as an exchange network. The eBook pack consists
of a computer with a digital workspace and the installation of public multimedia access points in every
neighbourhood. Computers use open source software, which is downloaded from servers located either
in the data processing department of the city council or in schools for external sites. The project has so far
cost €350,000.
Impact
Firstly, the case has contributed to a reduction in the digital divide and the improvement of social and
cultural links. Besançon should be, very soon, one of the best connected towns in France. The free training
sessions for parents bring families closer together, and enable children to surf the web safely with parental
guidance. The collective training sessions in municipal “cyber-bases” (digital access points) improve the
exchanges and the desire for learning. Secondly, the extension of the programme is facilitated due to its
low cost. The huge increase in IT equipment now being used in the city allows for revitalised methods of
teaching to be used. Pupils studying in Besançon gain more ICT-related skills than the national average.
Thirdly, the disabled workers benefit from the chat functionality available.
Lessons learned
• This case highlights how ICT can be used positively for multiple purposes, including social and cultural
goals.
• Collaboration between the various parties has made the project far more successful than it would
otherwise have been.
• Allocated budgets do not constitute a major difficulty. Use your own resources.
www.besancon.fr
www.epractice.eu/cases/besacclic
Contact details
Stand A10
City of Besançon
[email protected]
www.besancon.fr
UKOLM
UK online centres and myguide
United Kingdom
Inclusive eGovernment, Cohesion, Empowerment
Access for communities to ICT tools is facilitated by a 6,000-strong network of UK
online centres, which provide support to develop skills for ICT competence
The 6,000-strong network of UK online centres is a unique public asset in the United Kingdom, and
could be a model for other EU states and regions. UK online centres support communities and regions in
economic development and regeneration and provide outreach to the socially excluded, providing them
with support and skills that build independence. The network improves lives and life chances by opening
up ICT skills, the Internet and online government services to people who are not online at home or at
work or who need support in using computers. The network provides community ICT access to close the
digital divide. The project is a good practice example with a clear focus on closing the digital divide, and
depends on 3,000 centres and an extremely large target group. Its large impact is therefore also ensured in
terms of economic growth.
Impact
UK online centres engage over 8.67 million people per year and improve peoples’ lives and life chances.
Each year, UK online centres take around 1 million digitally excluded citizens, a boost of €335 million per
year of Gross Domestic Product from eGEP efficiencies alone.
Lessons learned
• Community-based solutions and sense of ownership are critical to the sustainability of the network.
• Central facilitation, support and knowledge transfer are essential for the coherence and impact of the
network.
• Ultimately, it is the assumption that groups such as the elderly or disabled people can be fully-fledged
‘e-citizens’.
www.dfes.gov.uk
www.epractice.eu/cases/ukolm
Contact details
Department for Education and Skills
[email protected]
www.dfes.gov.uk
Stand A11
Connect
Connect Project
Ireland
Infrastructure, ICT & Social Capital, eCompetences
A high-impact initiative across a wide range of agencies, including social, education
and community bodies, to promote basic ICT literacy in the local area
Connect is a range of projects that are being implemented in South Dublin County. The combined impact
of these projects working together will help achieve our objectives. Connect will place South Dublin
County online by enabling all of its citizens to use technology in innovative ways to achieve their goals and
change/shape Internet content to be more relevant to local interests and needs. Connect envisions a future
in which everyone in South Dublin County uses the Internet as an everyday tool to improve quality of life
and develop opportunities for lifelong learning, leisure and personal and social development. The project
investments to date are €360,000.
Impact
In the last 12 months, Connect has counted 30,372 users, with 3.5 million hits to the website. Usage has
increased by an average of 240% per month in 2007. There are 110 Community Group Websites live
and approximately 30 in development at any one time. Connect has 14 centres (community centres and
libraries), with five currently in development. Regarding the schooling environment, teachers say that 60%
of students engage better in the classroom, and 78% of teachers want to utilise more of the virtual learning
environment facilities than are currently used. Students say that 46% are more interested and active in
their own learning, 37% now do more school work beyond the scheduled hours they expected, 46% find
classes more interesting, 40% now study or learn outside class time, and 30% will access schoolwork via
virtual learning environments when they cannot or do not attend classes.
Lessons learned
• It is important to focus on evaluation and project outcomes to create an environment of innovation
rather than measuring achievement of identified targets and indicators.
• The data capture process should be embedded across council work practices as part of change management
and performance management processes within the council.
http://connect.southdublin.ie
www.epractice.eu/cases/connect
Contact details
Stand A12
South Dublin County Council
[email protected]
eGAIANIMA
eGAIANIMA, cohesion in education: pupils, parents,
teachers and administration.
Portugal
Digital literacy, eParticipation, Inclusive eGovernment
A tool providing managed forum and eLearning capabilities, thus promoting public
debate and participation in decision-making in a learning environment for social
cohesion
The Programme of Curricular Activity Enrichment in Public Primary Schools was a measure launched in
May 2006 by the Portuguese Ministry of Education. In Vila Nova de Gaia (VNGaia), the programme is
managed by GAIANIMA E.M., a local public enterprise to which the VNGaia authorities have delegated
the project. eGAIANIMA, an online IT tool to facilitate and promote interoperability in the education
community, was developed in complex circumstances. The aim was to provide a real-time and efficient
class management (teachers and schools), report control and management tool (GAIANIMA EM) and
facilitate parental involvement in pupils developing the education process (parents and civil society). To
date, €47,650 have been invested in the project.
Impact
The impact of this case can be seen in technological, social, political, and environmental terms.
Technological impact is reflected in the adoption of innovative and creative new skills and the broader use
of ICT by the target groups. Social impacts include an increase in parental participation in their children’s
education, and new methods to share experiences and best practices. The political impacts include faster
and more agile processes, which reduce bureaucracy, and an increase in citizen participation in decisionmaking, which fosters democracy. The case has served as a booster and facilitator for the introduction
of new processes and procedures in participation in decision-making, which have resulted in a broader
change in attitudes towards democracy. Finally, the environmental impacts include the implementation of
digital processes, leading to a huge reduction in paper use.
Lessons learned
• To bring the public authorities closer to the citizen community, governments must use tools that are
easily accessible, simple and easy to use and, above all, must provide targeted and relevant information.
• The use of IT in administration acts as a tool for gaining new skills, especially among parents and teachers,
stimulating human and economic development.
• The use of eGovernment means that human resources can be freed from the back office and re-allocated
to services in the front office.
www.gaianima.pt
www.epractice.eu/cases/egaianima
Contact details
GAIANIMA E.M.
[email protected]
www.gaianima.pt
Stand A13
DLS
Equal Access to Information through
Digital Library Service
Denmark
eAccessibility, User-centric services, Inclusive eGovernment
Through the National Library for the Blind website, visually impaired or dyslexic
individuals can order digital books via a fully automated system
The Danish National Library for The Blind (DBB) provides a digital library service for the visually impaired
and dyslexic in the form of eBooks, digital talking books (DTB) and Braille materials. The process from
the moment library users order material via the E17 Internet portal (www.e17.dk) to the production of
the media is fully automated and the material arrives at the designated address within a day or two, either
on CD or on Braille paper, with downloads of eBooks instantly available. This 24/7 service allows for
the speedy delivery of library material that enables users equal access to information and, hence, social
inclusion.
Impact
DLS enables a 24/7 automated digital library service with superior products – towards a Global Digital
Library Network. The increasing number of users can be served at the same costs. Due to equal access
to information, social inclusion is strengthened. In addition, the scalability of the DBB systems means
that it is possible to accept people with dyslexia. The systems are also flexible, as they are built in modules
and can easily be adapted to new ways of distribution, e.g. via the Internet at low cost. The investment in
digitisation is therefore future-oriented and will have lasting effects. With the digital material, it is also
possible for those users who are in the labour market to join in the continual upgrading of competences,
which is quintessential in this day and age. Previously, a user would not have been able to acquire the
necessary education. This also applies to students, who can now successfully pursue higher education.
Lessons learned
• In terms of innovation, one must think outside the box and make useful alliances with various partners,
with win-win situations envisaged for all stakeholders.
• It is important to ‘think’ digitally, rather than trying to simply superimpose new methods on old
strategies.
• International cooperation can provide many benefits, particularly when a specific target group is
concerned.
www.dbb.dk/Fakta/CV/etacv.asp
www.epractice.eu/cases/dls
Contact details
Stand A14
The Danish National Library for the Blind
[email protected]
Effective and efficient
administration
4
Finalists
2007
Innovations in, or reorganisation of, services
and processes, which make administrations
more efficient and effective and reduce the
administrative burden.
Theme 4
European public administrations are increasingly being pushed to cut internal costs and better
allocate their resources in order to avoid having a negative impact on the EU economic and
financial system. At the same time, the expectations of citizens and enterprises in relation to
the public sector have increased significantly during the past decade, both in terms of service
availability and required quality. A strong focus on efficiency and effectiveness has become an
essential strategy for all public administrations at whatever level they operate.
Member States expect eGovernment to contribute to high user satisfaction with public services and
significantly lighten the administrative burden on businesses and citizens by 2010. Moreover, the
public sector should achieve considerable efficiency gains as well as increasing transparency and
accountability through innovative use of ICT by 2010
This theme addresses the transformation and innovation of eGovernment services obtained
by reducing red tape within administrations, facilitating the exchange of information
between administrations, citizens and enterprises, and by achieving accountability and
customer satisfaction objectives. It also explores policies and good practice relating to backoffice reorganisation and delivering public value, while at the same time achieving efficiency
savings.
Reorganisation of administrative processes is a key factor allowing administrations to provide
their constituencies with more effective or brand new services. Traditional delivery channels
are supported by electronic processing, thus facilitating the gathering of information as well as
the completion of transactions between the public sector and its stakeholders.
Linked to the above, the topic of accountability, transparency and user satisfaction refers to the
take-up of renewed services among businesses and citizens and calls for thorough monitoring
exercises in order to keep track of progress.
The efficiency dimension also plays a fundamental role when rethinking the public sector
service provision framework. Reducing the administrative burden, redeploying monetary and
human resources, and identifying and managing innovative service delivery channels produce
sizeable benefits for the whole European economic and social system.
The following cases cover this theme to illustrate the variety of applications within: collaborative
initiatives tackling the digital divide and supporting sustainable development (PloneGov,
IAS), local service delivery initiatives (TATS), data interchange applications (DigiD, e-Depot,
LIMOSA, OLPS), integrated information distribution platforms (ELAN, Bandi, geoNorge,
IDERIOJA, CVI, DVDV), document management platforms (COURTDOC), eGovernment
portals for citizens (SIMAC, Directgov), services to reduce administrative burden (e-CITES,
I&R animal, CReP, SAMi, ITRIS), databases and services managing sensitive information (My
File, SPT, CSD, sdk, @INPI).
Effective and efficient administration
TATS
Transforming Access to Services
in Local Government
United Kingdom
Efficiency & Effectiveness, User-centric services, Multi-channel delivery
Transforming access to local government services in the UK
The Newport City Council Transforming Access to Services (TATS) agenda encompasses a multi-channel
contact centre, a centralised face-to-face contact centre, and online interaction via the web using a common
and integrated technology platform. Driven by citizen preference, the council started by implementing
a multi-channel contact centre enabling direct access to all services via one single telephone number.
This improved services for both citizens and businesses, reduced bureaucracy, and resulted in shorter
response times and resolution at the first point of contact in the majority of cases. The award-winning
contact centre is seamlessly integrated with back-office functions and handles in excess of 500,000 contacts
per annum. The production of detailed performance management information enables targeted business
improvements.
Impact
TATS has led to significant improvements in services to citizens, including improved access by extending
opening hours, reducing waiting times and creating one single telephone number for all services.
Complaints have been reduced to almost zero by increasing the number of access channels and using
performance management information to improve service quality and ensure consistency in response
when engaging citizens.
Lessons learned
• Organisational commitment is important in terms of capital investment and realistic expectations about
revenue generation, but also through ongoing support and engagement.
• Citizens and businesses need to be involved early on in the process to identify service access priorities
through public consultation.
• There is a need for appropriate procurement decisions and professional project management using
suitable methodologies and performance information.
www.newport.gov.uk
www.epractice.eu/cases/tats
Contact details
Stand A27
Newport City Council
[email protected]
www.newport.gov.uk
COURTDOC
Electronic Document Archives of Courts in Austria
Austria
Legal aspects, Efficiency & Effectiveness, Interoperability and infrastructure
Austria’s court documents go digital
The aim of the Austrian Ministry of Justice’s electronic document archive is to replace the multitude
of physical archives maintained by individual courts. It was set up in 2005, and is designed to store all
documents that constitute the legal basis for entries in the Commercial and Land Register and then make
these available to the public via the Internet. The electronic archives are legally valid and can be used
as original documents. They are also fully interoperable with similar electronic archive systems used
by Austria’s Civil Law Notaries (cyberDOC) and the Austrian Bar Association (Archivium), so that all
documents can be seamlessly exchanged and accessed. The project thereby provides an increased level
of legal certainty and predictability, and also has the potential to become a pan-European service for the
consultation of land and business registers.
Impact
The interoperability of different eArchives, with direct links to relevant attachments, has provided a much
more user-friendly and accessible system for all users. It has also been decisive in terms of giving electronic
documents the same legal status as their hard copy counterparts. More than 350,000 documents were
accessed in 2006 at a fee of €0.70 per document, obtaining a saving of €1.00 each time.
Lessons learned
• The simplification of operational procedures is a key factor in obtaining acceptance by all users, and this
has dramatically improved efficiency and effectiveness, thereby leading to better performance and value
for money.
• Processes need to be built, or optimised, according to the maturity of current operations, and then
double-checked by all parties involved.
• The early involvement of partners and stakeholders drives technological development and ensures
interoperability at all levels, as well as take-up. Technology should be chosen with long-term availability
and durability in mind, and the importance of multi-channel issues should not be underestimated.
www.justiz.gv.at
www.epractice.eu/cases/courtdoc
Contact details
Austrian Federal Ministry of Justice
[email protected]
www.justiz.gv.at
Stand A28
ELAN
Electronic Conveyancing
Netherlands
Legal aspects, Efficiency & Effectiveness, eServices for Business
Huge savings from Dutch digital conveyancing
Every year, the Kadaster (the Dutch Cadastre, Land Registry and Mapping Agency) processes one million
property deeds. Until 1 September 2005, deeds could be submitted to the Kadaster only by post or in
person, which caused a delay before the deed was recorded, and thus a short period of legal uncertainty
and a delay in transaction payments. With electronic conveyancing, the notary or court bailiff can submit
the deed to the Kadaster digitally at the touch of a button. The deed is automatically given a unique
identification and displayed digitally, with proof of receipt and registration created automatically.
Impact
An average 2.64 minutes are saved per deed processed in the back-office, and there is a time saving for
notaries and bailiffs of about 5-10 minutes per deed. In addition, the price has been cut by €10 per dead
certificate submitted, adding up to substantial savings over the course of a year.
Lessons learned
• When complex legislation is necessary, it is important to take action to influence stakeholders and
decisions and ensure that implementation serves all identified needs.
• Define clear goals to seek multi-purpose solutions through the use of standard services already available
on the market, rather than developing unique solutions.
• Focus on your business, define what is needed from others, and convince users through clear
communication as to the beneficial impacts they can expect.
www.kadaster.nl
www.epractice.eu/cases/elan
Contact details
Stand A29
Kadaster
[email protected]
www.kadaster.nl
DigiD
Digital Identity in Dutch e-government services
Netherlands
eIdentity & eSecurity, Efficiency & Effectiveness, Open Source
Interoperable and multi-use electronic ID makes big splash in the Netherlands
DigiD stands for Digital Identity, and is a system shared among cooperating public administrations. It
enables the digital authentication of citizens and/or business representatives applying for electronic
services, and uses a growth model with different methods and levels of authentication. Right now, over 5.7
million Dutch citizens have a DigiD login code, which they can use to access services offered by more than
220 local, regional and national administrations. When connected to DigiD, administrations need not
develop and maintain their own authentication systems and, for citizens and businesses, there is no need
to memorise numerous login codes, as one code is sufficient.
Impact
To date, 5.8 million citizens have requested a DigiD, which can be used in 255 administrations and 241
municipalities nationwide for services as diverse as tax administration, notifications, objections, requests
of documents and permits, booking appointments, etc. As a result, DigiD has had a direct impact on the
quantity and quality of services available and has helped reduce the administrative burden for citizens and
businesses and between public sector organisations. The project is also based on open source software,
which means there is a high potential for transferability.
Lessons learned
• Think big, act small, and do not wait for complex solutions, but start simply, and then build up and
expand in tune with what users need and can cope with.
• Large national administrations can act as a launch platform by generating a knock-on effect for other
administrations and thereby create critical mass.
• Partnerships between different organisations are vital, and all participating organisations should be able
to influence the development of the final solutions.
www.gbo.overheid.nl
www.epractice.eu/cases/digid
Contact details
GBO.Overheid
[email protected]
http://gbo.overheid.nl
Stand A30
e-Depot
Speed up the publication of notary
acts through SOA platform
Belgium
Legal aspects, Efficiency & Effectiveness, eServices for Business
Speedy company registration and significant back-office savings in Belgium
e-Depot offers notaries a quick and easy way to complete, sign and deposit the forms and documents
required to create a company in all administrative databases. Tax, social security and land registry
information can also be researched electronically. As a result of collaboration between the Federal Public
Service Chancellery of the Prime Minister and the Royal Federation of Belgian Notaries, an electronic
point of contact has been established based on an infrastructure that is interconnected with the National
Registry and Federal Public Services for Economy and Justice. A company can now be set up in just three
days, in comparison with the three months required previously. Overall, e-Depot provides complete
and integrated services for notaries and their clients, as well as the authorities. It improves their work by
providing access to a complete database, reduces time and costs, facilitates trade, improves administrative
work, and allows for paperless interaction.
Impact
The quality of the service delivery process has been substantially enhanced by simplifying the administrative
procedure through the use of authentic data sources. This not only eliminates front-desk tasks, thereby
freeing up capacity for other added-value tasks, but also facilitates official data entry by civil servants,
resulting in cost reductions (for example, by minimising paper use and error correction) for 4,000 to 5,500
transactions daily. Electronic procedures take from 10 minutes to an hour, and the e-Depot has completely
eliminated three forms, as well as approximately 12,000 pages and 4,000 letters per month. The case can be
transferred to other countries, taking into account national notary regulations.
Lessons learned
• A step-by-step approach to automation and digitalisation of services provides short-term success and
long-term sustainability based on solid architecture and gradual extension to other target groups.
• A good solution should also enhance the transparency of administrative information systems for the
benefit of internal and external users.
www.premier.be
www.epractice.eu/cases/edepot
Contact details
Stand A31
Federal Public Service Chancerelly of Prime Minister
[email protected]
www.premier.be
LIMOSA
Integrated electronic declaration
and one-stop-shop for foreign workers
Belgium
Efficiency & Effectiveness, High Impact Services, User-centric services
Electronic one-stop-shop facilitates the movement and monitoring of employees
and the self-employed across borders into Belgium
LIMOSA consists of a unique declaration of cross-border activities in Belgium to achieve an integrated
service delivery and monitoring system for the correct supervision of compliance with social regulations.
In accordance with the European Directive 2006/123/EC of 12 December 2006 on services in the internal
market, the case encourages the free movement of employees and the self-employed, and aims to achieve
administrative simplification for all parties involved. LIMOSA creates a one-stop-shop, where those concerned
can post all their requests and declarations (e.g. concerning work permits, professional ID cards, residence
permits, etc.), which are automatically dispatched to the competent institutions. In this way, the project
facilitates and reduces complexity and time in the registration of foreign employers and the self-employed
through significant back-office integration of all the relevant data in one database and the coordination of
electronic data flow among all competent institutions. It is a one-stop-shop for foreign workers, where users
can submit requests and applications, providing cross-border integrated services. It provides better services
for workers, guaranteeing their rights and reducing the time needed to process applications.
Impact
Efficiency gains include the reduction of costs as a result of a single, multifunctional and electronic information
storage system, integrated information processing, and reduced clearance times with immediate confirmation
of receipt for the 200,000 to 250,000 declarations processed annually. In addition, process time has been reduced
from seven days to five minutes, and services have been integrated throughout 750 institutions. Additional
benefits include the improvement of social protection for migrant workers, facilitating the free movement of
workers and services, and ensuring permanent user access to the processing status of requests or declarations.
Lessons learned
• Basing electronic service delivery on optimised processes, which are agreed upon between users and the
different public service providers concerned, dramatically improves results.
• Services should be attuned to the needs of target users and actively involve all stakeholders in their development
by matching governmental processes with user behaviour, thereby ensuring user-friendliness.
• Develop electronic service delivery in accordance with a service-oriented architecture approach, and reuse available ICT components and information in validated databases, thereby developing added value
for services.
www.ksz-bcss.fgov.be
www.epractice.eu/cases/limosa
Contact details
Crossroads Bank for Social Security
[email protected]
Stand A32
e-CITES
Import/export of endangered live animals, plants
and products thereof
Switzerland
Efficiency & Effectiveness, High Impact Services, eServices for Business
Major savings from Swiss Internet-based import-export permit system
The CITES Convention regulates the international trade of plants and animals (and products thereof)
threatened by over-exploitation. In Switzerland, the issue of up to 100,000 import, export and re-export
permits imposes administrative burdens on management authorities and delays the economic activities of
the watch industry (export value of CHF 13 billion). e-CITES is an Internet-based system with multiple
functions, from simple paper-based applications to highly confidential data management features for large
importing/exporting companies. It reduces the delivery time of permits to a few hours, and allows for
considerable savings in personnel whilst guaranteeing the respect of the CITES treaty. This is an excellent
example of an eService in an unusual environment which covers many different aspects: good application,
several actors, good economic return on investment (ROI), and the establishment of a worldwide
convention. The advanced use of technology results in clear improvements in efficiency with great benefits
for the user.
Impact
Permit processing time has been reduced from 10-20 days to between five hours and five days, with 60%
of all permits being processed through the system after six months. Today, more then 95% of permits
are processed through e-CITES by more then 180 companies and 600 users. The return on investment
is 19.94%, with an average payback time on the original investment of 2.39 years. Savings in personnel
costs to date are €975,000, whilst non-quantifiable benefits include a better image and greater customer
satisfaction.
Lessons learned
• Convert outside pressure into positive innovative actions by identifying and assessing these pressures.
• Involve all stakeholders from the beginning, accepting different views and areas of competence, and aim
for consensus and shared responsibilities.
• Be open to new ideas and different concepts, and thus leave behind old habits where beneficial.
www.bvet.admin.ch
www.epractice.eu/cases/ecites
Contact details
Stand A33
Species Protection, Veterinary Office
[email protected]
www.bvet.admin.ch
My File
Consulting your personal data
in the National Register
Belgium
Efficiency & Effectiveness, User-centric services, eServices for Citizens
Citizens access and control their personal data held by the Belgian National Register
My File offers citizens an online instrument with which to check and rectify their personal data held in the
National Register in Belgium. It also enables users to see who has consulted their data. Official documents
can be downloaded and transmitted, including birth certificates, family composition documents, civil
status documents, etc. Documents are electronically signed by the National Register, and can be used
for all official business. The eID card, its authentication certificate and PIN code enable access to citizens’
personal files. This is a clear example of a transparent, user-centric, low-cost, and privacy-enhancing
eGovernment application. It also supports the participation of citizens as active and accountable actors in
government and society, and has high potential for transfer to other European administrations.
Impact
Citizens are now able to consult their personal data and correct errors by sending an e-mail directly to the
relevant contact person and municipality. It is also possible to extract personal data in official document
templates, and e-mail these to third parties, thus reducing the administrative burden for citizens and the
authority.
Lessons learned
• For a service involving personal data, there is a need for a reliable electronic ID system, reliable software
and a good telecom network.
• Coaching and support by dedicated staff 24/7 is important to ensure high levels of use and therefore
impact.
www.eid.belgium.be
www.epractice.eu/cases/myfile
Contact details
General Direction Institutions and Population, Home Office Belgium
[email protected]
www.eid.belgium.be
Stand A34
Bandi
Online public tendering information system
Italy
eProcurement, Efficiency & Effectiveness, eServices for Business
Fully integrated and standardised electronic public procurement in Italy
The Bandi system allows for the online scheduling of all public tenders, as well as Internet broadcasting
of all communications related to the assignment of public tenders. It also includes a facility for the online
management of each step of the contracting process (additions, possible changes, cancellation, etc.), online
rectification of publications, and e-mail communication to all registered applicants. In addition, Bandi
enables easy and transparent monitoring through the public administration of, for example, building
progress, project variations, costs, etc. Statistical data are collected and evaluated in the system, and
the information system can be accessed by external users free of charge. Bandi goes beyond the mere
presentation of information on the web by providing a fully integrated approach to public procurement in
the region of Alto Adige, and provides valuable implementation lessons.
Impact
The impacts of Bandi include the standardisation of tender procedures and their execution according to EU
templates and the quasi-total elimination of formal errors. Since mid-2005, 355 successful tenders have been
concluded via the portal, which in 2006 involved approximately 4,200 public works and the monitoring of
3,180 executed projects and 128 tenders. Currently, approximately 9,000 users are registered and make regular
use of the service. 1,000 of these users are local government agencies, and the rest are mainly companies.
Time and money saved by companies in 2006 are estimated at approximately 12.54 workdays per tender, and
about 7,950 workdays in total were saved by all local municipalities and agencies in the Alto Adige region. In
addition, Bandi has helped reduce paper and mailing costs, as well as publication costs.
Lessons learned
• Common, clear and detailed objectives, agreed upon by all partners and stakeholders, are necessary,
including the cooperation of local authorities with appropriate legal endorsement.
• To ensure take-up, user manuals and instructions should be readily available and clearly
communicated.
• The standardisation of tenders in accordance with existing templates (such as EU templates) can facilitate
tendering procedures, as this increases the transparency of the monitoring of public activities (from
programming to execution) with regard to costs, progress status, project variants, etc.
www.provinz.bz.it/astat/0802/index_d.asp
www.epractice.eu/cases/bandi
Contact details
Stand A35
Amt für Wirtschaftsstatistik, Landesinstitut für Statistik
der Autonomen Provinz Bozen
[email protected]
I&R animal
Innovative e-Identification and Registration
of farmed animals in the Netherlands
Netherlands
Efficiency & Effectiveness, eServices for Business, Multi-channel delivery
Electronic registration and monitoring of livestock in the Netherlands
Since December 2006, it has been mandatory for cattle farmers in the Netherlands to use the National
Service for the Implementation of Regulations’ electronic Identification and Registration (I&R) system for
cattle. This system avoids the huge amounts of paperwork involved in reports, requests for amendment
and surveys. Cattle farmers can report electronically in three different ways (web services, online, voice
response), seven days a week, 24 hours a day. Further, they can survey their company records at any
time using the new central ICT system. The system is indispensable for the effective control of animal
disease and to guarantee food safety. The I&R system is a good example of a high impact service attuned
to European legislation in an area of great concern in recent years because of the increasing transport of
animals and meat within Europe, outbreaks of mad cow disease, and similar. The case is thus also highly
applicable to other European countries and beyond.
Impact
Operating costs have been cut from €9.7 million to €5.7 million, with 40,000 cattle farmers and 90,000
sheep, goat, horse and pig farmers using the I&R solution, resulting in an administrative burden reduction
of approximately 416,000 hours, equivalent to €12.5 million for small and medium-sized enterprises. In
the next six months, over six million animal reports will be processed, and 140,000 animal ear tags will be
replaced and more then 200,000 new ones issued, resulting in faster trading, slaughtering and transport
of animals and meat. The system also allows for faster tracking of potential sources of contaminated
animals during disease outbreaks though a geo-information system with only a 0.94% failure rate, thereby
minimising potential economic damage, victims and the spread of diseases.
Lessons learned
• It is important not to commence full project implementation before the solution has been extensively
tested and found to operate successfully under all conditions, thereby ensuring user confidence right
from the beginning.
• Communication with internal and external users is important, also after the introduction of the service
solution.
• An active and positive message will build trust and facilitate the introduction of a solution, whilst
motivating staff and users.
www.minlnv.nl
www.epractice.eu/cases/iranimal
Contact details
National Service for the Implementation of Regulations
[email protected]
www.minlnv.nl
Stand A36
SIMAC
Integral and Multi-Channel Citizen
Service System
Spain
Multi-channel delivery, eServices for Citizens, eCompetences
Valencia reaps efficiency gains by focusing on integrated, multi-channel citizen
services
The SIMAC Integral and Multi-Channel Citizen Service System sets out to achieve intelligent,
interconnected, integrated, efficient and high quality administration with a citizen focus. SIMAC receives
more than 10 million requests for information annually through its various channels and approximately 19
million visits to its different websites, with some 275,000 requests submitted electronically. SIMAC follows
different paths of development: the design and implementation of a new service model, plus the design and
implementation of a new technological platform to support the different players involved in this model.
The project is a good example of efficient use of a variety of accessibility channels, and has a significant
impact, as illustrated by the high number of requests received from citizens. To date, approximately €3
million have been invested in the project.
Impact
Some of the advantages following the introduction of SIMAC include improved management organisation,
with real-time access to information. More then 200 employees have received training and become more
empowered “knowledge workers”, ensuring high quality of available information and a more proactive
approach to the content management process. The results have been greater transparency and participation
by citizens, as well as improved contact through better communication, easier access and a common
eSolution look and feel.
Lessons learned
• Change management enables the organisation to develop new capabilities, eliminating resistance to
change when introducing new services.
• It is essential that the right people use the right tools to ensure the successful implementation of a complex
technological and organisational transformation.
• User and stakeholder involvement through focus groups, surveys and complaint channels is important to
ensure the correct focus of the solution.
www.gva.es
www.epractice.eu/cases/simac
Contact details
Stand A37
Generalitat Valenciana
[email protected]
www.gva.es
geoNorge
The Norwegian national portal for geographic
and environmental information services
Norway
Efficiency & Effectiveness, High Impact Services, Infrastructure
Norwegians make innovative use of geographical information and technology
The geoNorge portal is the national portal for geospatial infrastructure under the Norway Digital initiative.
Norway Digital is a large public partnership, comprising all major users and producers of geospatial
information at local, regional and national level. The portal itself is the umbrella for numerous geospatial
eServices, making basic geographic information and a variety of thematic information readily available
to the user. The information provided through the portal enables geospatial information to be used by
different communities, including public administration and environmental management bodies. The
infrastructure also includes a gateway for distributing the information to non-partners and the private
sector. The result is an extremely powerful tool embracing a large number of stakeholders and users
through an easily accessible and user-friendly site. The application is based on cutting-edge technology
and provides an innovative solution to the management of emergency situations, with high potential for
transferability.
Impact
The importance of easy access to geospatial information is proved by the 40 or so government organisations,
17 out of 19 counties, 356 out of 431 municipalities and 93 utility companies that have signed up for the
project. In 2008, it is expected that all ministries and the remaining municipalities will join the project.
In addition, the portal facilitates the downloading of more than 250,000 geographic datasets, thereby
increasing information accessibility and replacing the physical media with metadata supported network
access for finding and assessing data. Content on the portal is structured according to reference, such as
topographic and environmental information, and gives users access to around 200 different distributed
geospatial online web services.
Lessons learned
• Political support at the highest level is important and it is advisable to work with the relevant decisionmakers to raise political awareness.
• Formal and informal stakeholder engagement in transparent processes is important as it can create a
clear vision and enthusiasm for the solution.
• State-of-the-art operational technology and the use of open standards and service agreements can be
beneficial and also help to ensure interoperability.
www.statkart.no
www.epractice.eu/cases/geonorge
Contact details
Norwegian Mapping and Cadastre Authority
[email protected]
www.statkart.no
Stand A38
CReP
Company Registration Portal - Create Your Own
Company in 12 minutes
Estonia
Legal aspects, User-centric services, eServices for Business
Process redesign, digital signature and ICT dramatically improve company
registration
In Estonia, it is possible to register a company within 12 minutes without leaving home. All that is needed
is an Estonian ID card and an Internet connection. The process is fast and can be completed online! To
enter the system, you will have to authenticate yourself with an ID card or through an Internet bank. In
Estonia, every citizen has an ID card and easy access to the Internet, and CReP provides entrepreneurs
with the possibility to handle all communication with the Commercial Register through the portal without
the need for additional paperwork. The portal also allows users to submit applications for either standard
or expedited processing. CReP is an inspiring and excellent example of how reforms can be deliberately
linked across legislative areas and authorities, thereby providing better services, as well as supporting more
efficient and effective public administration while improving national competitiveness. The case is an
excellent and inspiring example of sharing on a European level, showing how legislative and administrative
reforms, design and implementation of digital services can be linked to achieve effectiveness and efficiency
in the public sector. Project costs to date are around €1.3 million.
Impact
It is now possible to register a company in Estonia, by using an ID card and an Internet connection, in only
12 minutes. The standard procedure takes two-three days, whilst the expedited service takes two hours. A
reduction in workload for civil servants constitutes an additional benefit.
Lessons learned
• The existence of a national ID card proved important for the authentication process, as well as to
guarantee the legality of the processes in CReP.
• Integrating the solutions with Internet banking has reduced process time and brought on board online
banking users.
www.rik.ee
www.epractice.eu/cases/crep
Contact details
Stand A39
Centre of Registers and Information Systems
[email protected]
www.rik.ee
IDERIOJA
Spatial Data Infrastructure, Government of La Rioja
Spain
Regional and Local, User-centric services, Open Source
Users benefit from innovative use of geographical data and cartography
In 2003, the Government of La Rioja in Spain initiated the IDERioja Project, the main objective of which
was to design an authority based on spatial data. Based on Oracle Spatial, using ISO geographic information
standards and Open Geospatial Consortium standards, a geographical and management application has
been developed, resulting in improved access to cartography information via the Internet. In addition,
the solutions have allowed for the integration of cartography information in administrative management
applications, thereby fulfilling the European INSPIRE guideline, ensuring interoperability with other
cartographic systems. The IDERioja project is a real example of what can be achieved with public geo-data
when combined in innovative ways, for example, combining geo-data with regional elections, past election
results with local temperatures, etc.
Impact
The solution has resulted in global access to geographic information in accordance with the EU INSPIRE
Directive via a portal enabling free downloads and unlimited searches within the database. Resources
have been optimised by creating a single data repository with unique data for all users, organising and
documenting the process using metadata under ISO 19115, and managing the system through an Internet
application. In 2006, IDERioja was visited by 228,391 users, who made 312,676 requests and completed
286,413 downloads.
Lessons learned
• Geo-data should not be considered as an odd component in an information system. Demystification can
lead to better integration with administrative applications and better quality of data, as well as ensuring
take-up.
• Clear communication of the benefits and meeting user expectations and requirements is key.
• Proactive participation in relevant fora and the involvement of stakeholders in the development and
implementation result in better designed solutions.
www.conocimientoytecnologia.org
www.epractice.eu/cases/iderioja
Contact details
Agencia del Conocimiento y la Tecnología, Gobierno de La Rioja
[email protected]
Stand A40
CVI
The Flemish Infoline
Belgium
Multi-channel delivery, Regional and Local, eAccessibility
Multi-channel access to services and information dramatically improves citizens’ lives
The multi-channel contact point known as Contactpunt Vlaamse Infolijn (CVI) is an integrated customer
information service developed by the Flemish Government. CVI provides reliable, unambiguous
information to citizens through a variety of communication channels, including telephone, e-mail, online
chat and assisted browsing and web support, the www.vlaanderen.be portal site, and channels providing
opportunity for self-service. Information is also provided via Interactive Digital Television and Teletext.
Not only does CVI offer information and interaction, it also enables a number of transactions for citizens,
including the ordering of brochures, reporting lost property to the bus company, and asking for updates
of personal files related to housing taxes or grant applications. CVI is an innovative application, which has
also enabled access by marginalised user groups, such as the disabled. Investment and running costs to
date are in the region of €12.5 million.
Impact
The number of citizen contacts has increased from 60,000 in 1999 to almost 1.2 million in early 2007. CVI
started in 1999 as a guide for citizens through the Flemish authority related to contact data, with about 100
types of information. By 2007, CVI had incorporated specific guides, more than 1,000 types of information
and five transactional services.
Lessons learned
• Cooperation between different departments and levels of government is crucial, with communication
and proactive consultation resulting in a win-win situation.
• Information provided to the public must be unambiguous regardless of channel utilised for
dissemination.
• Include as many useful value-adding service channels as possible and ensure that evaluation based on
feedback is regularly carried out and acted upon.
www.vlaanderen.be
www.epractice.eu/cases/cvi
Contact details
Stand A41
Flemish Government - Contacpunt Vlaamse Infolijn
[email protected]
www.vlaanderen.be
PloneGov
Belgium
Open Source, Regional and Local, eServices with pan-European scope
Cross-border and sector cooperation result in tangible results for participants and
citizens across Europe
43 Belgian, French, Spanish and Swiss cities and regions participate in the CommunesPlone project –
renamed PloneGov on 1 June 2007 – with the objective of gaining independence from IT service providers
through the joint development of applications and websites for use by their own organisation, as well as
citizens. The PloneGov strategy relies primarily on the open source tools known as Zope and Plone. The
project is a good practice example for other administrations of open source, innovative and cost effective
solutions with high potential for transferability.
Impact
PloneGov is a new, open source, development model for public-private interaction implemented in 45
towns on three continents. It currently comprises 14 concrete and usable tools. The benefits of PloneGov
include the enhancement of the consistency of applications in relation to user needs, the promotion of
collaborative websites, use of the most recent technologies while avoiding licence fees, and the guaranteed
publication of sources.
Lessons learned
• Public value can be created when public, private and open source communities cooperate.
• Cross-border and sector cooperation can lead practical solutions that respond to real needs through
efficient and effective service provision.
• Cross-border collaboration need not be a hindrance, but should be seen as a way of ensuring potential
sharing and transferability of a solution and business model.
www.plonegov.org
www.communesplone.org
www.epractice.eu/cases/plonegov
Contact details
Sambreville
[email protected]
www.sambreville.be
Stand A42
SAMi
SAM Internet – electronic application
for agricultural support in Sweden
Sweden
Regional and Local, User-centric services, Geographical eInclusion
Easy-to-use and innovative application system increases efficiency and
effectiveness for farmers and public sector employees
SAM Internet, or SAMi, is an electronic application system for agricultural support within the framework of
the Common Agricultural Policy. SAMi makes applications made by farmers easier, swifter, safer and more
entertaining. The applications received by the authorities are almost error-free, thereby saving time and
resources. SAMi was developed with farmers in mind and can be used even with small Internet bandwidths,
as most farmers still have dial-up connections. Approximately 55% of applications for agricultural support
in Sweden are now submitted electronically, and SAMi recently received the GoldenLink Award as the best
and most innovative eService developed recently within the Swedish public sector. The solution is a good
practice example due to its high impact and innovative features, such as its mapping facilities and decision
support tool. Regions are encouraged to investigate the transferability potential of SAMi. The project cost
to date is €650,000.
Impact
The introduction of SAMi has resulted in almost completely error-free applications, a 30-40% increase in
time efficiency in the application process, and resources worth approximately €12 million. The service is
shared across 21 counties, and includes partnerships with the private sector.
Lessons learned
• Know your target group, e.g. through feasibility studies, focus groups and evaluation, and take their
situation as the starting point.
• Identification of the factors that really matter and are of actual use for the target group should be an
essential part of the development process.
• Cooperation and partnerships are necessary, particularly if services are shared across organisational
boundaries.
www.sjv.se
www.epractice.eu/cases/sami
Contact details
Stand A43
Jordbruksverket
[email protected]
www.sjv.se
SPT
SPT - Our future is today
Italy
Multi-channel delivery, Efficiency & Effectiveness
Back-office solutions leading to real benefits and savings
SPT is a multi-channel service provided by the Ministry of Economy and Finance for the management
of salary information and related data entries, and the printing and delivery of payslips for Italian public
authorities. It is one of the most advanced payroll systems currently in place and enables the processing
of more than 1.5 million payslips monthly. It is implemented by 32 central authorities, with more than 12
different types of employment contract. The total efficiency benefit is estimated at about €60 million as a
result of savings on overheads and personnel costs. SPT is a good practice example of a back-office solution
resulting in significant cost savings, including a 10% reduction in the average processing time.
Impact
Service efficiency has allowed for a reduction of the number of employees involved in the process from
8,000 employees providing services to less then 0.5 million users in 1999 to 1,500 members of staff
providing more then 1.5 million payslips in 2007. Backlogs have been eliminated, the implementation time
of legislative and collective contracts has been reduced and human resource personnel have been reduced
by 70% across 32 central authorities. In addition, user access to information and data has improved and
payslip delivery time has been reduced from three days to less then one. A 10% reduction in the average
processing time has been recorded.
Lessons learned
• The end-user should be at the centre of any eGovernment service and IT systems should be employed to
satisfy user needs and requirements.
• It is essential to listen to users, identify future needs and requirements, and follow up accordingly.
www.mef.gov.it/dag/spt
www.epractice.eu/cases/spt
Contact details
Ministry of Economy and Finance
[email protected]
www.mef.gov.it/dag/spt
Stand A44
Directgov
Directgov - Transforming digital public service
information
United Kingdom
User-centric services, High impact services, Multi-channel delivery
Directgov reveals what can be done with a government portal and how ICT can
contribute to Public Sector Transformation
Directgov, the Government’s flagship digital service, supports the Prime Minister’s Transformational
Government agenda of amalgamating all public services online by 2011. The citizen-focused digital channel
for government offers a single point of entry for citizens to all key government services, information,
tools and transactions through multiple channels, including Digital TV, mobile phones, and the Internet.
Currently, 18 departments contribute to the development on Directgov, with links to 240 local services
covering 388 local authorities. Benefits for departments include reaching a larger audience and reducing
costs. Citizens benefit from faster government transactions, making services more accessible, easier, clearer
and concentrating them in one place. To date £8.6 million have been invested.
Impact
From May 2004 to July 2007, the number of visitors per month has increased from around half a million
to more than 5 million. By March 2007, Directgov was known to 38% of regular Internet users, with over 9
million adults responding that they knew of the Directgov site. 83% of people who visit Directgov agree that
it is a good place to start searching for information. User satisfaction surveys show that Directgov scores
52% higher than the average for UK government sites, which is around 40%. The success of Directgov was
emphasised by the UK Government, which announced in its January 2007 website review the decision to
close 688 central government sites by 2011 and place the information on Directgov.
Lessons learned
• An appropriate, robust and sustainable funding model is necessary from the outset, allowing for future
expansion without contentious renegotiation.
• Communication and stakeholder engagement strategies, senior level support and managerial support
should be guaranteed from the outset.
• A comprehensive governance structure involving the most senior level support of cross-government
working groups is necessary.
www.direct.gov.uk
www.epractice.eu/cases/directgov
Contact details
Stand A45
Directgov
[email protected]
www.direct.gov.uk
CSD
Compensation for Sickness in Denmark
Denmark
User-centric services, Efficiency & Effectiveness, Interoperability
Denmark automates compensation for sickness, condensing the 15 old paper forms
into one online solution through simplification and use of ICT
Danish companies can apply for economic compensation when a company employee is absent from work
due to illness or maternity leave. Every year, Danish companies submit about 1.5 million applications for
compensation to local governments. The paper-based compensation workflow is very time-consuming;
therefore, the Danish authorities decided to provide an ICT solution. The digital solution is based on
advanced ICT technology solutions, increasing interoperability and facilitating the re-use of data.
Impact
Project impacts included better, faster and cheaper processes for both businesses and government as a
result of cutting red tape by 40% through process simplification and electronic processes. 15 paper-based
forms have been condensed into one online form. These efficiency gains have resulted in estimated savings
of €9 million for companies and approximately €13 million for the authorities. Today, more then 23,000
transactions are processed through CSD every month. User satisfaction is high due to the improvements in
the working procedures facilitating the regulation, forms already including basic data, guidance available
to users and the validation of entered data.
Lessons learned
• The value of user participation should not be underestimated and one should always aim to address the
real needs of citizens and companies.
• External and internal promotion of the project from the outset is important to ensure awareness and
subsequent take-up. In addition, consultation of relevant target groups and stakeholders should not be
taken lightly.
• Offering support can help to increase accessibility and ensure that marginal user groups are not
excluded.
www.eogs.dk
www.epractice.eu/cases/csd
Contact details
Danish Commerce and Companies Agency
[email protected], [email protected]
www.eogs.dk
Stand A46
DVDV
German Administration Services Directory
Germany
Efficiency & Effectiveness, Infrastructure
The Service Directory developed by the City of Bremen helps save over €1 million per
month and reduce errors for 5,200 civil registration agencies
The German Administration Services Directory (DVDV) lists electronically available eGovernment services
and thus fulfils an important need in terms of creating a secure and reliable communication infrastructure,
based exclusively on open Internet protocols and allowing for cross-organisational, paperless processes. In
operation since 1 January 2007, it has helped more than 5,200 German civil registration agencies to save
more than €1 million per month. Worldwide, it is one of the first and largest standardised Service Oriented
Architecture (SOA) implementations in the government area, and was made possible through unique
cooperation between the various levels of government and sectors in the Federal Republic of Germany.
Impact
Return on investment is good, with €1.3 million in cashable financial gains per month on a €0.3 million
investment over three years and €0.25 million in annual operational costs. In addition, a nationwide
standardised infrastructure with three new services is being implemented, with 11 services in the pipeline.
Effectiveness has improved through the automation of the processes, thereby saving citizens a second trip
to the registration office and reducing the number of errors.
Lessons learned
• Electronic service directories are effective IT components, which can create real savings through process
design.
• Communication of the application should be clear, focused and showcase results.
• Cross-organisational cooperation is possible and can enable effective public services if developed and
implemented with thorough management, process and organisational methods and IT solutions.
www.finanzen.bremen.de/info/egovernment
www.epractice.eu/cases/dvdv
Contact details
Stand A47
Senator for Finances Free Hanseatic City of Bremen
[email protected]
OLPS
Online Police Station
Italy
Legal aspects, User-centric services, High impact services
The Online Police Station in Italy enables citizens to file complaints, seek
information and talk to experts online
The Italian police force has created the world’s first online police station, launched on 15 February 2006.
The www.commissariatodips.it website allows citizens to seek general information, download forms and
make online complaints about computer crimes. In addition, it is possible to receive valuable advice,
interact with experts and report illegal conduct and events directly on the web. The police station is the
point of reference in the event of difficulties.
Impact
From February 2006 to June 2007, more than 700,000 Italians, 38,000 Europeans and 21,000 visitors
from the rest of the world have used the Online Police Station. 17,000 requests for information have
been processed during this period. The online complaint service has been used over 6,000 times and the
functionality for reporting content and events of an illegal nature on the net has been used 12,000 times.
The project has been presented to members of Interpol and other EU police forces, with a resounding
interest in developing the model further.
Lessons learned
• Developing content and the underlying technical platform requires constant effort to make a service
accessible and easy to use for all.
• Accessibility and easy-to-understand information and instructions are key to ensuring effective takeup.
• The creation of a forum can enable citizens and experts to share knowledge.
www.commissariatodips.it
www.epractice.eu/cases/olps
Contact details
Italian State Police
[email protected]
Stand A48
IAS
Integrated aid system
Spain
Regional and Local, Multi-channel delivery, Infrastructure
Spain develops multi-channel system for online filing of claims for aid relating to
rural development to ensure access for rural communities
The Integrated Aid System (IAS) allows for the management of aid corresponding to the Common
Agricultural Policy, the European Agricultural Guidance and Guarantee Fund (EAGGF) and the
European Regional Development Fund (ERDF) in the regional government of Cantabria. The tool gathers
and validates applications interactively through the Internet, verifying the accredited information and
facilitating subsequent inspection, control and payment. This totally eliminates the manual exchange of
data. It incorporates open-source solutions, 3G communications, and GIS and GPS tools to improve the
quality of the management, control, and payment of the 7,000 applications and more than €40 million
per year dedicated to developing the rural environment. In general, it takes advantage of the Internet,
the security of authentication with electronic certificates, the advantages of GIS tools that can locate and
provide immediate access to plans and land plots, GPS localisation tools in real-time and the use of mobile
devices such as PC tablets and 3G cards for locating and measuring plots electronically.
Impact
This case is centred on the rural environment, a field that is not very well supplied or with easy access to
new technologies. The new way of filling in an application benefits the whole community of stockmen
and farmers: the process is now easier and more reliable thanks to the high-quality information they can
consult at any time and in any place, at work or at home. Human resource and cost efficiencies have been
noted. It helps public employees to manage applications and guarantee correct payments made on time by
directing freed resources towards the development of new means to benefit the citizen. Other advantages
of the geo-information system include the location of and immediate access to plans and land plots, realtime GPS localisation tools and the use of mobile devices such as PC tablets and 3G cards for locating and
measuring land plots electronically.
Lessons learned
• Support and guidance to users are required to guarantee success.
• ICT and geo-information systems can generate tangible benefits for rural communities if the eSolution is
developed in a clear and easily accessible manner.
www.emcanta.es
www.epractice.eu/cases/ias
Contact details
Stand A49
Emcanta, S.L.
[email protected]
www.emcanta.es
ITRIS
Integrated Title Registration
Information System
Ireland
Efficiency and Effectiveness, High Impact Services
Land registration is made easy in Ireland with ITRIS and 90% of land registration
services are now provided online and by self-service
In Ireland, the Property Registration Authority (PRA) operates a system known as the Integrated Title
Registration Information System (ITRIS), accessible via www.landdirect.ie and www.prai.ie. This facilitates
land registration and the online consultation and certification of data. Since its introduction, there has been
a gradual move from a paper to an electronic register, which has paved the way for further developments
in the areas of eRegistration and eConveyancing (i.e. the electronic act of transferring the legal title of a
property from one person to another) and supports the further integration of property-related services
such as property transfers. The system has enabled the PRA to participate in national and international
initiatives such as the Irish Spatial Data Infrastructure (ISDI) and the European Land Information Service
(EULIS).
Impact
Increased productivity has been noted, with the number of cases processed since 1999 increasing by 125%,
with only a marginal increase in staff at ITRIS and a reduction of staff requirements at local offices. 90%
of certain services is provided on a fully self-service basis with no delay through www.landdirect.ie. In
addition, some 500,000 annual changes requiring 40-50 staff members have been automated. The paperbased document repository is now electronic, containing some 8 million pages of title records and over
2 million pages of map records, all held in a variety of page sizes. Some 80% of applications for services
made online was completed within 24 hours in 2006; this figure is expected to reach 100% in the next two
years.
Lessons learned
• Clear goals should be defined at the outset, and the effective engagement of stakeholders and management
is necessary for success.
• Productivity gains are possible through the automation of some processes and the move from paper to
electronic formats, thus resulting in shorter response times.
www.prai.ie
www.epractice.eu/cases/itris
Contact details
Property Registration Authority
[email protected]
www.prai.ie
Stand A50
Sdk
Danish eHealth portal - sundhed.dk
Denmark
Health Portal, eServices for Citizens, Efficiency and Effectiveness
Health portal promotes public health and increases the efficiency of the Danish
health sector
Global healthcare is at a crossroads. There is an urgent need to break down industry silos and increase
collaboration to drive progress towards a patient-centric and cost-effective model. Denmark has been at
the forefront of many IT initiatives within health services. The majority of these initiatives are based on
a common infrastructure, which has helped put Denmark in pole position. The Danish National eHealth
Portal, known as sundhed.dk (“sundhed” means “health”) helps promote the optimisation of resources in
the Danish healthcare sector. Sundhed.dk is a public, Internet-based portal that collects and distributes
healthcare information among citizens and healthcare professionals.
Impact
Use of the portal has had an impact on efficiency, effectiveness and democracy. In terms of efficiency, faster
treatment has resulted in less redundancy, and the empowerment of healthcare professionals has led to
improved decision-making. Furthermore, the re-use of technical infrastructures has avoided redundant
investments in ICT. Effectiveness is reflected in the availability of health data on a cross-sector basis.
Moreover, decentralised structures have resulted in a reduction of additional bureaucracy. Access to the
one’s own health data and, hence, increased opportunity for active patient participation can be regarded as
having an impact on democracy.
Lessons learned
• The development of a patient-centric cross-sector healthcare infrastructure is possible, with all the
benefits of efficiency and effectiveness that this entails.
• Giving individuals control over their own health data can increase patient participation.
• Local and regional websites should be embedded in national infrastructures.
www.sundhed.dk
www.epractice.eu/cases/sdk
Contact details
Stand A51
[email protected]
www.sundhed.dk
@INPI
Electronic search and filing on Portuguese
IP system
Portugal
eServices for Businesses, Efficiency & Effectiveness
Filing intellectual property claims is now easier in Portugal, thanks to the online
search and filing system
This project aims to enable online access to the Portuguese Intellectual Property (IP) register free of
charge. Searching is possible by legal status, applicant, and other register data, as well as by requested
act. Moreover, the availability of the information has been improved, as a daily publication (searchable,
downloadable, and free of charge) of all acts/decisions affecting IP rights (130,942 acts per year) is now
published. It also enables the online filing of applications and other IP rights management acts, such as
the electronic payment of renewals and other taxes. The procedural status of the requests and applications
submitted is available on the INPI portal on the day following submission. @INPI enables lower fees and
extended service availability 24/7, as well as the elimination of physical travel costs, faster procedures and
simpler processing workflow. @INPI also ensures public transparency of the office activities. Project costs
and investments in the 2006-2007 period amounted to €302,299.
Impact
The savings for users of the service are estimated at €7.7 million per year net benefit. The savings to INPI
amount to €40,000 per year net benefit. The number of searches increased from 6,500 in 2005 to 450,000
in 2007. The number of IP acts also grew from 32,451 in 2005 to 57,778 in 2007. Time savings for citizens
and businesses to submit an intellectual property claim decreased from an average of 40 minutes to eight
minutes. Executing a search now takes around two seconds, whereas it used to take 15-40 minutes.
Lessons learned
• Transparency and efficiency can help promote trust and respect for services provided.
• The free dissemination of information in the IP system has a positive effect on use.
• The implementation of an online relationship with clients, if well adjusted to their needs, can create
benefits for all stakeholders.
www.inpi.pt
www.epractice.eu/cases/atinpi
Contact details
Instituto Nacional da Propriedade Industrial
[email protected]
www.inpi.pt
Stand A52
Submissions
2007
Finalist
Good Practice
Austria
ARS
Administration Reservation System for Public
Authorities (“Terminreservierung-Online”)
Contact details: Federal Chancellery
[email protected]
www.bundeskanzleramt.at
Theme 4. Effective and efficient administration
ARS allows citizens to make appointments with public
authorities via Internet, thus providing them with
the invaluable benefit of being able to access public
administration regardless of time and place to make
their appointments. Moreover, public authorities can
better organise and prepare themselves for peak periods.
BBK
Broadband Initiative Carinthia “KÄRNTEN
KLICK”
Contact details: Entwicklungsagentur Kärnten GmbH
[email protected]
www.entwicklungsagentur.at
Theme 2. Participation and transparency
BBK gives all Carinthians access to broadband Internet
and encourages them to use broadband services.
Furthermore, it encourages providers to implement
services, thereby creating demand for the use of BBK.
BBK is an integrated approach that aims at coverage and
use at the same time, for the benefit of the Information
Society.
COURTDOC
Electronic Document Archives of Courts in
Austria
Contact details: Austrian Federal Ministry of Justice
[email protected]
www.justiz.gv.at
CRR
The central register of residence in Austria
Contact details: Federal Ministry of the Interior
- Support Unit ZMR
[email protected]
http://zmr.bmi.gv.at
Theme 4 . Effective and efficient administration
The mission of the CRR is to support the residential
registration process in an optimal manner, to make
residence data accessible to citizens, the economy and
administration to the extent admissible under the law,
and to provide a basic data pool for eGovernment.
EBG
Education vouchers for parents
Contact details: Family Department of the Government of Upper Austria
[email protected]
www.familienreferat.at
The Upper Austrian childcare bonus for 4- to 6-year-olds
and the educational vouchers for parents have initiated
an innovative service for families. The main goal is to
support the development of parental education. All
parents qualifying for the scheme receive a € 20 voucher
per year. A maximum of € 60 per child is available for
parental education. The vouchers can be used at events
that develop relationships among parents and between
parents and children.
eCard
The Austrian eCard as a Citizen Card
Contact details: Main Association of Austrian Social
Insurance Institutions
[email protected]
www.sozialversicherung.at
The aim of COURTDOC is to replace the multitude of
physical archives maintained by individual courts. The
cyberDOC electronic document archives of Austria’s Civil
Law Notaries and the Austrian Bar Association’s Archivium
allow for the exchange of original documents, because the
data contents saved in these archives are regarded by law as
originals of the documents.
Theme 3. Social impact and cohesion
The Citizen Card function on the eCard contributes
to the modernisation of administration. The eCard
incorporates “sleeping” signature functions in line with
the Signature Law and the Administrative Signature
Regulation and includes three signature applications: the
“administration” signature, the “customary” signature
and the “social insurance” signature.
CRCO
Criminal Records Certificate Online
eGraz
Process oriented eGovernment platform for
smooth and cooperative implementation of
online administration services
Contact details: Ministry of the Interior
[email protected]
www.bmi.gv.at
The CRC gives information on possible convictions.
Previously, the CRC had to be requested at police
headquarters or city councils, and delivery took about
seven days. With the CRCO, it is possible to request and
have the CRC delivered online; police headquarters or city
councils are able to issue the information immediately.
Contact details: Municipality of the provincial capital
of Graz
[email protected]
www.graz.at
eGraz, the eGovernment platform of the City of Graz, is
an open, universal framework not dependent on a given
producer. It is a generic approach which enables swift
and cost-effective implementation of online procedures.
Submissions
It takes no more than a few hours to transform each
procedure into a transactional eGovernment service by
way of virtual processes.
EUROSPEAK
EUROSPEAK Online
Contact details: Federal Chancellery
[email protected]
www.vab.gv.at
EUROSPEAK-Online provides specialised, tailor-made
training in the language and communication skills
required by civil servants, embedded in core topics
from their fields of work. The whole programme covers
approximately 50 hours of training.
2- Content-wise aggregation, and 3 Prioritisation.
It represents a political decision-making process
incorporating a citizen-centred participation approach
with clear and applicable results.
PALLAST
Digital Parliament
Contact details: Landtag Steiermark
[email protected]
www.landtag.steiermark.at
ewEKO
Workflow for Austrian Social Insurance Code
of Reimbursement
The Digital Parliament, or PALLAST, is a workflow
system that secures worldwide access without the need
for any downloads. It is the first workflow program in
Europe that allows parliamentarians to work without the
use of any paper. This saves up to € 200,000 per year and
speeds up the legislative process by reducing the amount
of time spent producing new laws from two months to
two weeks.
Contact details: Main Association of Austrian Social
Insurance Institutions
[email protected]
www.sozialversicherung.at
V-Opti
V-Opti - enhanced public procurement for
upper Austrian municipalities
The Code of Reimbursement is a list of medicinal
products that have a marketing authorisation in Austria
or the EU, a guaranteed supply and are reimbursable. The
ewEKO has established an electronic workflow system
for these companies. In this manner, the workload of the
groups involved has been reduced immensely as a result
of the new form of communication.
k-net
Kommunalnet - The Austrian Municipal
Intranet
Contact details: Austrian Association of Municipalities
[email protected]
www.gemeindebund.gv.at
Kommunalnet.at, or the k-net, was established as a PPP
model, to be able to offer commercial services besides
eGovernment applications. It establishes a common webbased platform as a nationwide working environment
for municipalities, leveraging inter-municipal
communication and knowledge sharing. At present,
more than 75% of Austrian municipalities are members.
Contact details: OÖ Gemeindebund
[email protected]
www.ooegemeindebund.at
V-Opti enhances cooperation between Upper
Austrian public authorities, improves the quality
of public procurement and supports bidders by
offering them a homogeneous public procurement
procedure. Particularly for SMEs, a homogenous public
procurement environment is an advantage. V-Opti is a
step from eGovernment to eGovernance!
WAI-AAA
Website-CMS for Local Communities with
WAI-AAA in Austria
Contact details: Marktgemeinde Kremsmünster
[email protected]
www.kremsmuenster.at
mm.at
mitmachen.at --> move your future
WAI-AAA is a cms-based website for communities,
which fulfills the eGovernment rules for disabled people.
The cms of RiS-Kommunal is able to fulfill the WAIAAA criteria so that, for example, blind people can hear
web content with a screenreader or people can surf the
website easily. Moreover, usability is improved and the
design is more flexible.
Contact details: BRZ - Austrian Federal Computing
Centre
[email protected]
www.brz.gv.at
bmskgleich
Information Platform “Equality law for people
with disabilities in Austria”
Mitmachen.at is an eParticipation procedure for young
citizens for the development of political relevant future
concepts for Austria. It follows a three-step-model
for citizen participation: 1- Contribution collection,
Contact details: Federal Ministry of Social Affairs and
Consumer Protection
[email protected]
www.gleichundgleich.gv.at
bmskgleich is an information platform on equality
law for people with disabilities in Austria. The
development focus was on a website accessible to all. It
was implemented with WAI guidelines of the W3C, but
content was established as an easy-to-read version, along
with videos in Austrian sign language.
Belgium
chiplib
With your chip to the lib
Contact details: Gemeentebestuur Avelgem
[email protected]
www.avelgem.be
When the municipal public library of Avelgem was
converted into a self-service library, the chiplib project
made a unique combination of RFID technology and
eID, resulting in improved possibilities for users, e.g.
to access the catalogue and initiate reservation and
extension services via the Internet by means of eID.
CONSUNET
CONSUNET: Improvement of consular
services to Belgian citizens abroad
Contact details: FPS Foreign Affairs
[email protected]
www.diplomatie.be
CONSUNET offers consulates the possibility to gain
online access to the central Belgian register and to offer
the same service as town halls in Belgium. Belgium’s 135
embassies and consulates abroad serve as town halls for
the more than 300,000 Belgians who live abroad and, in
the event of emergency, for more than 1 million Belgian
tourists.
CVI
Contact details: Flemish Government - Contacpunt
Vlaamse Infolijn
[email protected]
www.vlaanderen.be
The multi-channel CVI contact point is an integrated
customer information service organised by the
Flemish Government. The CVI provides reliable,
unambiguous information to citizens through a variety
of communication channels. Furthermore, not only does
CVI offer information and interaction, but it also enables
a number of transactions.
e-Depot
Speed up the publication of notary acts
through SOA platform
Contact details: Federal Public Service Chancellery of
the Prime Minister
[email protected]
www.premier.be
e-Depot offers notaries a quick and easy way to
complete, sign and deposit the forms and documents
required to create a company in all administrative
databases. It provides an electronic point of contact,
which will significantly reduce the time required for
the procedure. A company can now be set up in three
days, in comparison with the three months previously
required.
Fed-eViewC
Fed-eView Citizen - Listening to citizens’ needs
Contact details: Strategic Cell Federal Ministry of ICT
and e-government
[email protected]
www.e-gov.be
The Fed-eViewC is used to measure citizens’
eGovernment needs and uses. Studied domains were
eInclusion, eGovernment, eSociety and eDemocracy.
Representative panels have been followed and
supplemented with specific focus groups. Based on those
experiences, the federal Ministry of ICT is developing
a general measurement framework that will make it
possible to follow the evolution of eGovernment through
an integrated dashboard.
KlasCement
KlasCement - Educational portal - Exchange
and share
Contact details: KlasCement
[email protected]
www.klascement.net
KlasCement is a portal by and for Dutch-speaking
teachers, with about 24,000 members. Here, it is possible
to exchange documents, e.g. sites, learning objects,
educational software, exercises, and photos for free. It is
possible to announce events and make comments on and
award stars for every item. In other words, it is a social
network of teachers and students.
Lifebadge
Contact details: LIFEBADGE SA
[email protected]
www.lifebadge.org
World Health Personal Record. A personal website for
health data, managed only by patients themselves.
LIMOSA
Integrated electronic declaration and onestop-shop for foreign workers
Contact details: Crossroads Bank for Social Security
[email protected]
Submissions
LIMOSA consists of a unique declaration of cross-border
activities in Belgium, for integrated service delivery
and a monitoring system for the correct supervision of
compliance with social regulations. LIMOSA creates a
one-stop-shop, where those concerned can post all their
requests and declarations, which will be automatically
dispatched to the competent institutions.
LoG-IN GII
35 local governments from three countries
sharing one GIS infrastructure
Contact details: Intercommunale Leiedal
[email protected]
www.leiedal.be
Theme 1. Better public services for growth and jobs
The LoG-IN Generic GII is a powerful infrastructure
owned by 35 local authorities from the UK, Germany
and Belgium. It is based on open standards, XML/GML
and web services. All local authorities can build powerful
web applications using only a web browser. The GII led
to savings of over € 1.5 million.
My File
Consulting your personal data in the National
Register
Contact details: Home Office Belgium, General Directorate of Institutions and Population
[email protected]
www.eid.belgium.be
My File offers citizens an instrument with which to
check and rectify their personal data online in the
National Register in Belgium. It also enables users to see
who has consulted their data. This is a clear example of a
transparent, user-centric, low-cost, innovative, privacyenhancing eGov application with high efficiency and
effectiveness.
PCS
Personal Civil Servant
Contact details: Departement RWO
[email protected]
www.bouwenenwonen.be
PCS is a generic application that enables civil servants
without programming skills to model their knowledge so
that citizens can be guided in a question-answer format
to the answer that applies to their specific question. In
this way, specific answers can be given without the need
for experts present. Moreover, PCS provides its users
with the correct application form to start the procedure.
PloneGov
PloneGov
Around 43 Belgian, French, Spanish and Swiss cities
and regions participate in the PloneGov project. In
doing so, they aim to gain independence from IT service
providers by developing, essentially by themselves and in
a cooperative manner, applications and websites for their
own use as well as for their citizens.
POW
Police-on-web
Contact details: Fedict
[email protected]
www.fedict.be
POW is a site that enables citizens to submit online
declarations of theft or vandalism to the Belgian police.
It currently supports four kinds of claims, which
are automatically routed to the competent police
department. POW provides significant time gains for
citizens as well as the administration; in addition, it
makes the service more accessible and easy to use.
SMETest
Are you an SME? Do the test!
Contact details: Walloon Region - Commissariat
EASI-WAL
[email protected]
www.easi.wallonie.be
SMEs play a key role in Europe’s economy. However,
there was no simple way for companies to know whether
or not they were considered SMEs by Europe and
Member States. The SMETest fills this gap by providing
a website so that companies can determine whether they
are considered to be SMEs.
SubAssoc
Subsidies Management using Open Source
Software exclusively
Contact details: CoCoF
[email protected]
www.cocof.irisnet.be
The SubAssoc system manages societies, subsidies,
inspections and budgets in a user-friendly way through
a web browser. Previously, 20 different departments
maintained separate lists of associations that benefited
from these subsidies, making it impossible to answer in
due time. The technology enables the translation of the
whole system into another language by editing a single file.
URBAIN
URBAN Development Information Network
Contact details: Sambreville
[email protected]
www.plonegov.org, www.communesplone.org
Contact details: Tâches de l’Administration du
cadastre, de l’enregistrement et des domaines (ACED),
Service Public Fédéral Finance
[email protected]
www.fiscus.fgov.be/interfakredfr/Taken/overzicht.htm
The Belgian Land Registry has made the URBAIN web
application accessible to all municipalities, allowing
bi-directional data communication. The benefits are:
paperless communication, single data collection and
entry, improved data quality, additional information
to speed up tax collection and accelerated updating of
patrimonial documentation.
URBIZONE
An urban wireless network scenario for the
Brussels region
eOn-line is an easy and secure means of transferring
services provided by the regional administrations. The
system helps the regional administrations to organise
their work and enables faster communication with
citizens and businesses. It complements the existing
systems and database contents with valuable information
and provides a secure and reliable access mechanism.
OSH
Municipality Intranet
Contact details: BRIC
[email protected]
www.cirb.irisnet.be
Contact details: Municipality of Shumen
[email protected]
www.shumen.bg/en
The Brussels Region has undertaken experiments to
launch a free high-speed urban wireless network in order
to create the largest free access Wi-Fi area in Belgium
covering a whole university campus. The next step
involves extending the network gradually to cover the
whole Brussels region.
OSH covers the main activities in Shumen City Council,
and allows the administration to perform its duties
effectively. Management information is available on the
spot to all involved parties, depending on privilege levels.
Integration with the municipality website allows citizens
and businesses to access relevant information, the status
of their cases, dues, inquiries, etc.
WebDIV
Online vehicle registration
Contact details: Federal Public Service Mobility and
Transport
[email protected]
www.mobilit.fgov.be
WebDIV is an IT application developed by the Mobility
and Transport Federal Public Service so that insurance
companies, agents, brokers and leasing companies can
register their clients’ cars online. The administration’s
aim is to improve the services offered to DIV clients.
WebDIV is now enjoying success all over the country.
YWP
Youth Work Project
Contact details: VDAB
[email protected]
www.vdab.be
The YWP is an integrated plan to reduce unemployment
amongst young people under 25 years of age with poor
and average skills in Flanders. Young people now receive
information regarding job vacancies electronically
from their first day of unemployment. From that point
onwards, they agree by contract to deal actively with the
information received.
Bulgaria
eOn-line
Online Services provided by municipalities to
citizens and businesses
Contact details: Council of Ministers of the Republic
of Bulgaria
[email protected]
www.ccit.government.bg
Croatia
VRH portal
Web portal of the Government of the Republic of Croatia
Contact details: Government of the Republic of
Croatia
[email protected]
www.vlada.hr
The VRH portal is the first public administration website
in Croatia with RSS, a notification system, registration,
user profiles and W3C standards. It includes a central
search index for more than 100 public administration
websites. It has a user-oriented structure and design, and
makes great use of multimedia, broadband quality, etc.
Cyprus
eOAS
Ministry of Finance - Department of Information Technology Services
Contact details: Department of IT Services, Ministry
of Finance
[email protected]
www.mof.gov.cy/mof/mof.nsf/DMLdits_en/DMLdits_en?OpenDocument
The aim of eOAS is the electronic management of all
civil service documents, as well as the automation of the
procedures and regulations governing their creation,
archiving, security, distribution and disposal, including
their final destruction or long-term storage for future
accessibility by the public and researchers.
Submissions
Czech Republic
Denmark
Contact details: Vysocina Region
[email protected]
www.kr-vysocina.cz
Contact details: Danish Commerce and Companies
Agency
[email protected]
www.eogs.dk
GoldenCrest
Golden Crest Award and EuroCrest Award on
ISSS/LORIS conference
The Golden Crest Award is an annual best of the web
competition for Czech towns, municipalities and
regions. It is part of the EuroCrest Award, which is
a European-wide best of the web competition. It has
real motivating power for hundreds of municipality
representatives to improve the quality of their websites,
services and IT accessibility.
NPPG
The National Programme of Computer
Literacy
[email protected]
www.micr.cz
The MICR implemented the National Programme of
Computer Literacy (NPCL) to help the general public
learn the basics of computers and the Internet. It was
based on two-hour courses, and it was affordable to the
public, particularly older people. Moreover, there were
special projects for disadvantaged groups, such as people
with disabilities.
TC-PVS
Czech Government Gateway - a way of achieving
effective and successful eGovernment
[email protected]
www.micr.cz
The Government Gateway is an integral part of the
Public Administration Portal, enabling documents to
be sent electronically between citizens/businesses and
public administration entities. The savings, in time
and money, made communicating via the Government
Gateway have been passed on to end users, who
appreciate the option of submitting their documents
electronically.
VIS
Vezensky informacni system
Contact details: Vezenska sluzba
[email protected]
www.vscr.cz
The VIS is an information system, used for the
administration, operation and daily activities of the
Czech Prison Service.
CSD
According to law, Danish companies can apply for
economic compensation when a company employee
is absent from work due to illness or maternity leave.
Therefore, the CSD ICT solution was developed in
order to enable effective online applications and
provide increased service for companies. More efficient
administration has resulted in savings of an estimated €
13 - 25 million.
DLS
Equal Access to Information through Digital
Library Service
Contact details: Danish National Library for the Blind
[email protected]
Through the DLS, the Danish National Library for the
Blind provides a digital library service for the visually
impaired and dyslexic in the form of eBooks, digital
talking books and Braille materials. This service allows
for the speedy delivery of library material that enables
users equal access to information and, hence, social
inclusion.
DOPCAF
Digitalisation of Public Childcare
Administration in Frederiksberg Kommune
- Denmark
Contact details: Frederiksberg Kommune
[email protected]
www.frederiksberg.dk
DOPCAF is a self-service system with new and
improved options for childcare administration. Here,
applications are registered by users. This process has
resulted in an increase in both employee and user
satisfaction. Furthermore, it has created an opportunity
for Frederiksberg Municipality, parents and day-care
institutions to share data.
LER
Danish Register of Underground Cable
Owners
Contact details: The National Agency for Enterprise
and Construction
[email protected]
www.ebst.dk
LER ensures contact between owners of cables and
contractors. When a contractor enquires about a
construction site, contact details on all the owners
of underground cables on the site is made available.
It is having a significant effect on the aim to prevent
damage to underground utility cables and pipelines,
lower administration costs in the contracting sector and
increase supply security.
NES
Northern European Subset
Contact details: National IT and Telecom Agency
[email protected]
www.itst.dk
NES is a cooperative initiative between a group of
countries (Denmark, Norway, Sweden, Iceland, the
UK and potentially other countries) and organisations
with the aim of establishing a common platform for
eCommerce in national and cross-border trade. It is
based on openness and agility in developing just-in-time
specifications, tools, business cases and best practices to
national and international stakeholders in the public and
private sector.
RPDK
Rejseplanen - User-centric and crossadministrative service
Contact details: Rejseplanen A/S
[email protected]
www.rejseplanen.dk
The Danish Travel Planner is a digital multi-channel
service providing user-centric information from
all public transport companies and some private
entrepreneurs. The service is accessible through the
Internet, automated telephone service, mobile Internet
and touch screens. In addition, it helps the public
transport authorities to reduce resources spent on
providing information to their users.
Sdk
Contact details: Danish eHealth portal - sundhed.dk
[email protected]
www.sundhed.dk
Sundhed.dk is a public, Internet-based portal that
collects and distributes healthcare information among
citizens and healthcare professionals. It creates new ways
of using existing solutions and includes new groups of
users in solutions that could previously not be shared,
and at a very limited cost.
Webbooking
Internet web-booking/registration and
administration system in Gladsaxe Kommune
Contact details: Gladsaxe Kommune
[email protected]
www.gladsaxe.dk
Webbooking is for the administration of participant
registration for Gladsaxe Municipality’s Summer Holiday
Activities offered to children and young people. The
participants will be registered on a first-come-firstserved basis handled by the system, as all entries are
registered at precise logging hours.
Estonia
CReP
Company Registration Portal - Create Your
Own Company in 12 minutes
Contact details: Centre of Registers and Information
Systems
[email protected]
www.rik.ee
With the CReP, it is possible to register a company
within 12 minutes by using the Internet and an Estonian
ID card. It provides entrepreneurs with the possibility to
handle all communication with the Commercial Register
through the portal without extra paperwork. The portal
allows for the submission of an application as a standard
or an expedited procedure.
iVote
Contact details: National Electoral Committee
[email protected]
www.vvk.ee
For the first time in the world Internet Voting with
binding results has been applied nationwide. The main
goal of iVoting is to provide voters with an additional
channel to cast their votes in order to broaden
accessibility and increase participation. In 2007, the
iVoting turnout from all eligible voters was 3.4%, and
18% of all votes cast during advance voting days was
electronic.
Finland
AMKOPE
AMKOPE - Online application for vocational
teacher education in Finland
Contact details: The Finnish National Board of
Education
[email protected]
www.oph.fi
The aims of the AMKOPE are to provide equal service
to all and to improve the level of information applicants
receive about the processing of their applications.
Online application reduces the time spent processing
applications, and applicants can check the status of their
applications any time and anywhere.
Submissions
EdOcFin
Opintoluotsi.fi - One-stop access to
education and occupational information
Contact details: University of Helsinki Palmenia
Centre for Further Education
[email protected]
www.helsinki.fi/palmenia/english
Opintoluotsi.fi national is a portal that assembles all
information about post-elementary education and
occupations, provides people and intermediaries
with information about educational opportunities
and encourages people to study and use information
independently. Furthermore, it enhances awareness of
the multiple opportunities people have throughout their
lives.
ETS-PMRV
Emissions trading permits, monitoring,
reporting and verification application
Contact details: Energy Market Authority
[email protected]
www.emvi.fi
The ETS-PMRV is a web-based platform that is used
to facilitate governmental actions related to emissions
trading. It handles the permits, monitoring, reporting
and verification processes of emissions trading by
centralising all relevant information in a single database.
It is estimated that a yearly workload of approximately
two people is saved as a result of the ETS-PMRV
application.
FDPWP
Finnish Democracy and Participation Web
Services
Contact details: Ministry of Justice, Finland
[email protected]
www.otakantaa.fi, www.kansanvalta.fi
The FDPWP project provides the public with
information and participation channels related to
decision-making. Otakantaa.fi promotes public citizen
participation in decision-making processes. Kansanvalta.
fi supports active citizenship by providing information
on issues including citizen rights, means of influence,
parties, etc. The aim is to increase government openness
and the diversity of participation methods.
Infobank
Multilingual Infobank website for immigrants
Contact details: International Cultural Centre Caisa
[email protected]
www.infopankki.fi
Infobank is multilingual web service targeted at
immigrants living in Finland, as well as the authorities
providing them with public. The site contains basic
information on everyday questions, including healthcare,
social services and education. This national web service
was launched in 2003, and receives around 50,000
visitors per month.
MFactory
MagazineFactory
Contact details: Finnish National Board of Education
[email protected]
www.magazinefactory.eu
MFactory is a web tool in 13 languages that publishes
international electronic magazines for school
communities. It is an easy and enjoyable publishing tool,
which provides teachers and pupils with an opportunity
to work as editorial staff in the classroom and publish a
web magazine of their own.
NKCN
North Karelia County Network
Contact details: North Karelia Information Technology Centre Ltd.
[email protected]
www.pttk.fi/Resource.phx/sivut/sivut-pttk/index.htx
NKCN is a network platform for technological
innovation, new utilisation solutions and online services
for the entire municipality sector in NK. The CN is
a region-wide service platform for online services
and networking operations to be used by divisions of
municipalities, such as healthcare and administration
services.
Quick@work
Quick@work - Portal for seeking and
recruiting temporary workers
Contact details: Town of Nokia
[email protected]
www.nokiankaupunki.fi
Quick@work was developed to help overcome problems
regarding recruitment. People seeking temporary work
can leave their information and update it on a regular
basis on the web, and people in charge of recruitment
can easily search for suitable applicants. The contacting
procedure is carried out via SMS messages.
SID-FIN
Safer Internet Day Finland
Contact details: Finnish Communications Regulatory
Authority (FICORA)
[email protected]
www.ficora.fi
The SID-FIN awareness raising project aims to improve
safe use of the Internet among schoolchildren and
home Internet users. The project has been effective
and, according to many surveys, the deliverables and
messages have been well received by the target groups.
SocialGate
National Support Channel for Social Workers
Contact details: National Research and Development
Centre for Welfare and Health
[email protected]
www.sosiaaliportti.fi
Sosiaaliportti.fi is a professional web portal that supports
social workers and other professionals in the social
sector. Social Gate offers classified information, a space
for virtual communities and other high quality services,
such as eConsultation. The aim is to support knowledge
exchange between professionals and encourage collegial
support.
TCO
Tax Card Online
Contact details: National Board of Taxes
[email protected]
www.vero.fi
TCO is the first interactive eService offered by the
Finnish Tax Administration. With this service, citizens
can order their tax cards online, free of charge and at
any time. In 2007, almost every fifth tax card (16.2% of
432,300 tax cards) was ordered on the web.
VETUMA
Citizen eIdentification, signature and
payment for public authorities in Finland
Contact details: Ministry of Finance, Public Management Department
[email protected]
www.vm.fi
VETUMA offers a uniform government and
municipality eServices interface for citizen identification
with national eID cards, individual pin codes of Finnish
eBanks and mobile identification in the services of two
Finnish mobile operators. VETUMA can be used for
citizen payments via eBanks or VISA and MasterCard
credit cards.
WebNurse
Web Nurse Service
Contact details: Seinäjoen seudun terveysyhtymä
[email protected]
www.verkkohoitaja.fi
The WebNurse is a service whereby citizens can ask
anything concerning their health and a registered
nurse will give them an answer within 1-3 days. The
population distribution makes this kind of service
attractive as a means of enhancing services to rural and
remote populations.
WELLCOM
WELLCOM - eHealth Services for Turku Citizens
Contact details: Turku Health Care Department
[email protected]
www.turku.fi
The WELLCOM project improves public service for
Turku citizens by developing eHealth services. It uses
the Internet and related technologies, including SMS.
Customers are satisfied as accessibility to healthcare
services has improved and services can be used at
any time anywhere. Healthcare professionals are also
satisfied that work management has improved.
Former Yugoslav Republic
of Macedonia
AOLS
System for Online Application for jobs in
state and local administration
Contact details: Civil Servants Agency
[email protected]
www.prijava.ads.gov.mk
Unemployed people were frequently unable to afford
to apply for jobs because of the obligatory cost of € 80
per application. Through AOLS, the process is entirely
free of charge and candidates are evaluated in a fully
trustworthy manner that cannot discriminate between
gender and ethnic group. AOLS has brought about a
significant increase in applications and candidates.
France
AdminH24
Formulaires en ligne- Online Forms
Contact details: Directorate General for Modernisation
[email protected]
www.modernisation.gouv.fr
Admin24H was designed to enable French citizens
easy access to as many public services as possible at any
time, from wherever they wish, and via a single entry
point. The portal is complemented by the Online Forms
website (www.formulaires.modernisation.gouv.fr), which
provides an Internet version of forms approved by the
authorities, accessible via Internet. The forms available
to users can be obtained, filled in and sent online before
being transmitted to the processing services.
ADULLACT
Common patrimony of free software for local
authorities and administrations
Contact details: ADULLACT
[email protected]
www.adullact.org
Submissions
ADULLACT seeks to constitute, develop and promote
a common patrimony of free software in professional
areas, thanks to public funds and member competences.
It privileges the use and development of free software in
investments made by our cities and regions, so that these
investments can be used by other local authorities.
Pme.service-public.fr, or FPSME, is part of the
governmental SME simplification plan. Its mission
is to inform SMEs about their rights and obligations,
facilitating the carrying out of their procedures, in
particular online, and to direct them towards the
appropriate organisation or service to deal with.
Besac.clic
Besancon.clic
INTEROPS
INTERoperability among Social
Protection Organisations
Contact details: City of Besançon
[email protected]
www.besancon.fr
The City of Besançon and the Greater Besançon
Community have been reducing the digital gap by
financing IT equipment for primary schools, hospitals,
associations, retirement homes and some schools
in Senegal, through the distribution of an eBook
pack to all of the pupils in the CE2 class and the
installation of public multimedia access points in every
neighbourhood.
Civilcerti
Digitisation and dispatch of civil status
certificates by Internet
Contact details: DGME Ministry of the Budget
[email protected]
http://synergies.modernisation.gouv.fr/article.
php3?id_article=253
The Civilcerti service enables citizens to request civil
status certificates online through a one-stop-shop.
The portal offers municipalities a complete and free
digitalised service, with the possibility of processing
files automatically by their offices.The result is an 80%
increase in productivity compared to the previous
manual processing method.
e-Pro
Extranet Professional
Contact details: City of Toulouse, IT Department
[email protected]
www.toulouse.fr
e-Pro software avoids all administrative processing
concerning land occupation consultation. The procedure
is executed directly from the estate agencies with direct
access to the City of Toulouse database and automatic
certificates. This efficiency gain has resulted in faster
processing with better production costs for citizens.
FPSME
French civil service’s official portal for SME
and freelance workers
Contact details: La Documentation française
[email protected]
www.pme.service-public.fr
Contact details: State Modernisation Branch of the
Budget Ministry
[email protected]
www.synergies.modernisation.gouv.fr
The INTEROPS project opens up the various
information systems of the Social Protection
Organisations. It simplifies access, giving greater effect
to the role of service providers or their equivalents,
optimising investment and improving the finances of
the state. Currently, the project concerns 30,000 civil
servants of the Social Protection Organisations.
Issy iCC
Interactive City Council
(Issy-les-Moulineaux, France)
Contact details: Issy Média, City Hall of Issy-les-Moulineaux
[email protected]
www.issy.com
The Interactive City Council, or Issy iCC, enables Issy’s
residents to watch and actively participate in city council
meetings live from the comfort of their living rooms.
To take part in the council meetings, residents simply
have to tune in. They can address questions live to their
elected representatives by phone or e-mail and receive
immediate answers.
MAREVA
MAREVA - Value creation analysis for
government transformation projects
Contact details: Ministère du Budget, des Comptes
publics et de la Fonction publique – Direction
[email protected]
http://synergies.modernisation.gouv.fr
MAREVA is a methodology to assess the value of public
sector transformation projects. It helps administrations
to prioritise initiatives, manage them and build
knowledge for further projects to optimise the value
of the projects portfolio. It has been rolled out for
about 100 eGovernment initiatives in 10 government
ministries and public organisations.
NetSubsidy
Digitisation and shared processing for public
subsidy requests
Contact details: DGME Ministry of the Budget
[email protected]
http://synergies.modernisation.gouv.fr/article.
php3?id_article=253
NetSubsidy has been implemented by the French State
as a new online service targeting associations: an online
one-stop-shop in order to process all association subsidy
requests. The digitisation of subsidy requests aims to
facilitate the submission of the dossier to all public
actors; one part of the subscription form is core, and
the second can be customised by each public financer.
The process offers a specific space for each financing
organisation in order to keep supporting documents
and enables all public actors to share their positions and
comments online. OSIRIS
Office Central de Repression du Trafic Illicite
de Stupéfiants
Contact details: DCPJ - Ministere de l’Intérieur
[email protected]
www.interieur.gouv.fr
The OSIRIS project is a rich Internet application
interfacing a critical database dealing with the trafficking
of illegal drugs, held by the Narcotics Division. The
application does not require extensive training; it offers
shorter answer time and is contributing actively to
optimising the fight against the trafficking of narcotics.
PMé_A.SEM
A Multimedia Plan for Schools in
Saint-Etienne Métropole
Contact details: Saint-Etienne Métropole
[email protected]
www.agglo-st-etienne.fr
Presto benefits both administrations and solution
vendors.
Procure
eBourgogne: Procure
Contact details: Regional Council of Burgundy (France)
[email protected]
www.e-bourgogne.fr
Procure brings together all public entities of Burgundy
for their purchases, to give companies a single entry to
all tenders, be the pilot eGovernment project in France
and demonstrate the applicability of this approach to
other regions in France and Europe.
RES
National inventory of sports facilities, sports
areas and sites
Contact details: Ministry of Health, Youth and Sports
[email protected]
www.jeunesse-sports.gouv.fr
RES is a complete inventory of over 325,000 sports
facilities and sites for the whole of continental France
and its overseas territories, including information on
over 100 variables for each facility. The site enables
anyone to search for a sport facility, using search criteria
such as location and type of practice.
SATI
Automated solution for inspection
management
Contact details: Department of Fisheries, Ministry of
Agriculture
[email protected]
http://agriculture.gouv.fr
The PMé_A.SEM project has developed the Multimedia
Plan for Schools, which promotes communication and
information technologies for teaching purposes. The aim
is to eliminate the digital divide at its source, develop the
functionalities of the system, and provide equal access to
means of acquiring knowledge.
SATI is a solution that enables agents from the
Department of Fisheries to register inspection results on
an XML-based form on the tablet PCs they carry during
inspections. The data is then uploaded onto a centralised
portal. If a tablet PC is not available, results can digitally
be registered using any computer and any browser with
an Internet connection.
PRESTO
Profiling open international standards to
achieve interoperability in eAdministration
exchange
TéléDMMO
Tele-procedure for monthly declarations on
job turnover in firms
Contact details: DGME - Ministère du budget
[email protected]
http://synergies.modernisation.gouv.fr/rubrique.
php3?id_rubrique=165
Presto is a protocol aimed at promoting international
standards used in the private sector for eAdministration.
By defining lightweight multi-technological standards to
achieve interoperability in a multi-technological context,
Contact details: Ministry of Labour, Labour Relations
and Solidarity
[email protected]
www.travail.gouv.fr
Télé-DMMO enables the online declaration of monthly
job turnovers, mandatory for private and public
companies. Previously, a single paper form was used by
companies for their declarations. With Télé-DMMO,
two new services are offered: a website for online
Submissions
declarations, and an EDI service for declarations by file
transmission.
VITALE
Electronic claims for healthcare costs in
France
Contact details: SESAM-VITALE EIG
[email protected]
www.sesam-vitale.fr
VITALE removes the need for paper health claim forms
in order to modernise, simplify and accelerate exchange
through the use of new technologies. The main benefits
include easier and faster reimbursement of healthcare
fees, as well as important gains in administrative
productivity while processing patient identification,
social rights and financial data.
Germany
DEHStEW
Integrated Electronic Workflow for Enforcement of Emissions Trading in Germany
Contact details: Emissions Trading Authority
[email protected]
www.dehst.de
All internal and external business processes of the
German Emissions Trading Authority (DEHSt) have
been planned and implemented entirely electronically.
The DEHSt is responsible for the allocation and issue
of allowances, monitoring and control tasks, and
the administration of the national registry, as well as
national and international reporting.
Dioxin-WS
POP-Dioxin-WebService
Contact details: Federal Environment Agency
[email protected]
www.umweltbundesamt.de
Dioxin-WS is a web service for environmental data
on persistent organic pollutants. The service supports
access to these data and their evaluation on the basis
of a defined role concept. It includes a service that
offers the possibility for interactive data input via an
XML interface to enable data suppliers from competent
Länder authorities.
DON
Discourse On The Net
improved and the software system re-implemented.
eParticipation is now a pivotal part of Hamburg’s
eGovernment strategy through the DON project.
DVDV
German Administration Services Directory
Contact details: Senator for Finance, Free Hanseatic
City of Bremen
[email protected]
DVDV lists electronically available eGovernment
services and thus meets an important need in terms
of creating a secure and reliable communication
infrastructure, based exclusively on open Internet
protocols and allowing cross-organisational, paperless
processes. Worldwide, this standardised Service
Oriented Architecture is one of the first and largest.
eHealth
eHealthNews.EU Portal
Contact details: eHealthNews.EU Portal
[email protected]
www.ehealthnews.eu
eHealthNews.EU seeks to advance the European eHealth
industrial and research sectors, and promote awareness
of the latest trends, achievements and technology in the
field. So far, the eHealthNews.EU portal has more than
300 unique daily visitors.
eShop
Efficient buying at federal level in
Germany with the eGovernment shop
Contact details: Procurement Agency of the Federal
Ministry of the Interior
[email protected]
www.beschaffungsamt.de
The eShop benefits in particular all authorities on a
federal level. The procurement staff of federal authorities
can select commonly supplied goods and services
from an electronic catalogue. The procurement agency
concludes a framework agreement with the suppliers.
The ordering of standardised goods thereby becomes
faster and easier.
MCSERV
Mobile Citizen Services in Germany
Contact details: Finanzbehörde Hamburg
[email protected]
www.e-government.hamburg.de
Contact details: Berlin Senate of the Interior
and Sports
[email protected]
www.berlin.de/sen/inneres
To date, the City of Hamburg has conducted four
Internet discourses on political subjects. The first was
conducted as part of the EU-funded project DEMOS.
Subsequent to the project, the methodology has been
MCSERV is a wireless system developed to offer the
same citizen services at various temporary sites, such as
hospitals, shopping centres, etc., available at stationary
offices. The majority of citizen requests when using
mobile citizen services concern passports, identity
cards, driving licences, etc.
NEWPROCSYS
Implementation of eProcurement-system in
administration Landratsamt Ostalbkreis
Contact details: Landratsamt Ostalbkreis
[email protected]
www.ostalbkreis.de
The administration of the Landratsamt Ostalbkreis
implemented an eProcurement system, including a
just-in-time-delivery of “C-Articles” (paper, office
supplies and toner and ink cartridges). The results
include savings of € 100,000 per year and significant
improvements in terms of service for the administration
departments.
OX-BRN
OX-BRN: Modern School Management at
Bavarian Realschulen
Contact details: Bayerisches Realschulnetz
[email protected]
www.realschule.bayern.de
OX-BRN is a groupware that is specially designed for
the needs of schools. It is a multi-domain and multi-user
system that offers central data definition, professional
e-mail management, document management and
workflow management to schools. It can be used from
every computer connected to the Internet and enables
teachers to carry out efficient teamwork.
PortalU
The German Environmental Information
Portal
Contact details: PortalU Coordination Centre (KST)
[email protected]
www.kst.portalu.de
PortalU is the central online information portal of the
environmental administration. It provides a highly
accessible, easy-to-use and central access point to obtain
publicly-held environmental information and data.
The aim is to educate the public about environmental
issue and enable and enhance public participation in
environment-related decision processes.
RISER
Registry Information Service on European
Residents
Contact details: Landesamt für Bürger- und Ordnungsangelegenheiten Berlin
[email protected]
www.berlin.de/labo
RISER is a trans-European eGovernment service, was
set up to offer official civil registry information to
companies and administrations from across Europe
in an easy-to-access manner. The service is supplied
by national or local authorities with data from the
respective registries.
RZKKA
RZKKA-Online
Contact details: Bavarian State Ministry of Environment, Public Health and Consumer Protection
[email protected]
www.stmugv.bayern.de/english/ministry/index.htm
RZKKA-Online was developed as an Internet-based
platform for handling the funding procedure of small
sewage treatment plants. The objective of the funding
directive is to provide incentives for the necessary
construction of new small sewage treatment plants and
for retrofitting such plants with biological treatment
stages.
STiNE
STiNE: Integrated campus management at
the University of Hamburg
Contact details: University of Hamburg
[email protected]
www.uni-hamburg.de
StiNE is a fully integrated campus management system,
connecting all academic and administrative processes.
It manages the entire set of academic life and was an
important tool in the establishment and organisation of
an in-depth transformation process. STiNE is now the
first completely integrated university platform of its kind
in Germany.
TPO
TranspOnline – Truck Mangement System for
heavy duty goods transport
Contact details: City of Muelheim an der Ruhr
[email protected]
www.muelheim-ruhr.de
The goal of the TranspOnline platform is administrative
simplification for requesting permission from a local
viewpoint, and for refinancing on a country and
European-wide basis. The platform facilitates all of the
necessary information between all those concerned; it
currently usually takes place by fax.
VitoC
Virtual workspaces for multiteamoriented communities
Contact details: Ministerium für Umwelt, Forsten und
Verbraucherschutz Rheinland-Pfalz
[email protected]
www.wasser.rlp.de
VitoC provides a collaborative environment for experts
Submissions
and a development platform for new applications and
scenarios. VitoC supports the eGovernment strategy
(G2G, G2B, G2C) for services in multi-level teams
working in distributed locations. It is based on three
pillars: tools, services and applications.
ZEDAL
ZEDAL - electronic waste proof procedure
with qualified electronic signature
Contact details: SBB Sonderabfallgesellschaft Brandenburg/Berlin mbH
[email protected]
www.sbb-mbh.de
ZEDAL is an eGovernment system for the management
of, and compliance with, the Ordinance on Records
of Proper Waste Mangement. Through this system,
a formerly very complex administrative procedure
involving a large number of forms and handwritten
signatures has been replaced by a manageable,
completely electronic method.
Greece
CSC-KEP
Multi-channel Citizen Service Centres
Contact details: Ministry of the Interior, Public Administration & Decentralisation (MIPAD)
[email protected]
www.gspa.gr
The CSCs are an advanced multi-channel system for the
delivery of public services to citizens and businesses,
regardless of their digital capabilities, social orientation
or locality. The CSCs have become the single entry point
through which citizens can access the realm of public
administration. This has proven to be a high-profile
eGovernment project.
Hungary
ClientGate
Client Gate - Hungarian customer entry and
identification system
Contact details: Electronic Government Centre, Prime
Minister’s Office
[email protected]
www.ekk.gov.hu
The transactional gateway, Client Gate, accessible via
the Hungarian eGovernment portal, allows users to
securely identify themselves online and gain access to
any available transactional eGovernment services, even
without electronic signature. Client Gate is free of charge
both for clients and public administrations.
E-PIAD
Electronic Pension Insurance Administration
and Declarations
Contact details: ONYF/CANPI
[email protected]
www.onyf.hu
The E-PIED provided electronic forms are used by
citizens for administration, and by employers required
to submit declarations regarding beneficiaries. It is faster
and more convenient for users, as they receive replies
earlier and can deal with administrative issues 24/7.
The system leads to a more effective service e.g. faster
processing and less ques at the service centres of pension
and insurance bodies. IKeR
Integrated System of eAdministration for
Special Sub-Regions led by Hajdúszoboszló
Contact details: Self-government of Hajdúszoboszló
[email protected]
www.e-tarsulas.hu
The IKeR system enables authorities and clients to
manage administrative procedures in the field of local
public administration via electronic means, from the
moment they submit an application via the Internet to
the moment the ultimate decision is approved.
Iceland
eCG
Electronic Consumer Gateway
Contact details: Consumer Agency - Neytendastofa
[email protected]
www.neytendastofa.is
The objective of the eCG is to re-engineer government
consumer protection processes involving consumers
and business operators as active participants in these
processes. The portal gives customers 24/7 access and
leads to improved market focus and surveillance.
OCE-OLA
Online Credit Evaluation and Online Loan
Application Service in Iceland
Contact details: The Housing Financing Fund
[email protected]
www.ils.is
The aim of OCE-OLA is to achieve paper-free, faster
and more secure loan application processes, improving
home finance information, overcoming geographical
boundaries, increasing product availability and offering
the best combined loan product in Iceland. The service is
fast, free and efficient, available to anyone buying a home
in Iceland.
eReykjavik
eReykjavik - Service applications online
Contact details: City of Reykjavik
[email protected]
https://rafraen.reykjavik.is
eReykjavik offers a wide range of automatic and
interactive online applications. Citizens can apply
for schools, extracurricular activities, jobs and grants
through the portal and receive instant automated
responses including the status of their applications. In
addition to these fully automated (green) applications,
citizens can apply for 16 different services online
through semi-automated applications (yellow) plus 28
other online service applications.
Ireland
CCP
Customer Contact Project
Contact details: Revenue
[email protected]
www.revenue.ie
The objective of this CCP was to make a wide range
of services available online to our 2.2 million PAYE
customers using a multi-channel approach. This
entailed the use of VOIP, SMS and web services. All
paper contacts were also scanned and stored in the
same system, leading to increased efficiency and better
customer service.
Connect
Connect Project
Contact details: South Dublin County Council
[email protected]
Connect is a range of projects that are being
implemented in South Dublin County. The combined
impact of these projects working together will help
achieve the administrations objectives. Connect will
place South Dublin County online by enabling all of its
citizens to use technology and shape Internet content to
be more relevant to local interests and needs.
dap.ie
Online Addiction Information and
Support
Contact details: Crosscare
[email protected]
www.dap.ie
The dab.ie online resource provides factual evidencebased information to individuals on the subject of
substance misuse and addiction. Since the launch of
the site, it has received well over 1 million requests for
information and online support.
The dcmnr.ie came about as a result of the desire on
the part of the department to upgrade and improve,
as well as provide greater levels of service and
usability to our customer base. The departmental
website provides information on the departmental
composition, what areas of responsibility belong to
each minister, etc.
DOPS
Contact details: Donegal County Council
[email protected]
www.donegalcoco.ie
Donegal County Council (DCC) processes on average
8,000 planning applications annually. DCC adopted web
technologies to deliver this information to customers on
a 24/7 basis. DOPS DCC provides up-to-date planning
information in a transparent and accessible manner.
eREPS
Harnessing online GIS to increase the
efficiency of farm surveying
Contact details: Teagasc
[email protected]
www.teagasc.ie
eREPS is an online system that enables agricultural
advisors of the semi-state advisory services, Teagasc, to
download maps, digitise farms online and produce fully
integrated farmer-friendly maps and reports. This system
means that all data can be hosted centrally and enables
policy-makers to assess the scheme with a greater degree
of accuracy.
IFTDPS
Ireland’s Framework for Transforming
Delivery of Public Services
Contact details: Reach
[email protected]
www.reach.ie
The Public Services Broker is an engine for integrating
and providing agency services, both from agency to
agency and from agency to customer. The integration
framework is based on service-oriented architecture
running on a secure hardware platform. The principal
aim is to improve and transform the delivery of services
to the public.
dcmnr.ie
The website of dcmnr.ie
ITRIS
Integrated Title Registration Information
System
Contact details: DCMNR
[email protected]
www.dcmnr.gov.ie
Contact details: Property Registration Authority
[email protected]
www.prai.ie
Submissions
Since the introduction of ITRIS, there has been a
gradual move from a paper to an electronic register,
which has paved the way for further developments in
the areas of eRegistration and eConveyancing. The
objective underpinning this project is the continuous
improvement in the quality of service delivered to
customers.
a range of online information resources through the
library website. Service points are staffed by the partner
organisation and supported by the branch library
network.
MCCS
Multi-Channel Customer Contact Service
Contact details: Department Communications, Marine and Natural Resources
[email protected]
www.egovernance.ie
Contact details: Cork County Council
[email protected]
www.corkcoco.ie
The MCCS is a Multi-Channel Customer Contact Centre
with a Contact Centre Management system, CRM with
CTI, integration middle-wear for back office systems,
VoIP for over 90 locations. Moreover, it is engaging
consultancy and mentoring skills in the set-up and
running of the contact centre.
ROS PAYE
Irish Revenue’s New Electronic Services for
PAYE Citizens
Contact details: Irish Revenue Commissioners
[email protected]
www.ros.ie
In June 2006, Irish Revenue introduced a suite of online
self-service facilities for PAYE taxpayers (employees).
These are based on ROS and are a major investment
in improving customer service and reducing costs to
Revenue. Citizens can now carry out their tax business at
a time and place that suits them.
SSPS
Self Service PrePlanning System
Contact details: Mayo County Council
[email protected]
www.mayococo.ie
The SSPS system allows customers who are thinking
about applying for planning permission to draw their
site on a map and then submit it for spatial analysis. The
system then returns a customised report highlighting
possible limitations on development.
TaTi
Taobh Tíre - A better library service for
isolated communities
Contact details: Donegal County Council
[email protected]
www.donegallibrary.ie
TaTi is a network of service points that consists of a
collection of books and a PC with access to the Internet
that gives access to the library’s online catalogue and
eGov
eGovernance.ie: Corporate Governance for
Government Departments in Ireland
eGovernance.ie is an online information management
application that manages and provides corporate
governance of all commercial and non-commercial
state-sponsored bodies under the aegis of a particular
department under the Code of Practice. These
procedures relate both to internal practices and external
relations with the government, the relevant minister, the
minister for finance and their departments.
Italy
AIDA
AIDA - Automazione Integrata Dogane ed
Accise
Contact details: Italian Customs Agency
[email protected]
www.agenziadogane.gov.it
AIDA is an information system set up by the customs
administration to control the complex customs
operations and automate the submissions of customs
declarations in an integrated manner. The procedures
that involve the exchange of data have been redesigned
to take advantage of simplifications deriving from ICT.
3MsPOLICE
Multimedia, multilingual and multiplatform
web policing
Contact details: Polizia di Stato
[email protected]
www.poliziadistato.it, www.poliziadistato.mobi
The official websites of the Polizia di Stato, the Italian
national police, have a multifaceted mission: institutional
communication, information and services to citizens,
media professionals and the police community. Besides
informing visitors about the organisation of the Polizia
di Stato, our websites offer a wide range of services.
ALPT
Piedmont Telematic Municipal Notice Board
- Albo Pretorio Telematico Piemontese
Contact details: Regione Piemonte
[email protected]
www.regione.piemonte.it
The ALPT service makes it possible for public
administration institutions to manage the publication of
administrative and regulatory deeds that, according to
existing regulations, have to be made known to and can
be consulted by citizens.
and companies. It facilitates data flow between clients
and municipalities. The portal offers a common,
accessible and unique presentation to different kinds
of services and municipalities, ensuring simple and
effective communication to users.
Bandi
eBudget
Unox1: eService for participatory budget
Contact details: Landesinstitut für Statistik der Autonomen Provinz Bozen, Amt für Wirtschaftsstatistik
[email protected]
Contact details: Comune di Modena - Civic Network
[email protected]
www.comune.modena.it/
The Bandi online information system allows for online
scheduling of all public tenders, Internet broadcasting,
online management of each step of a contracting
method, online rectification of publications, e-mail
communication of rectifications to all registered
applicants, easy and transparent monitoring, and
collection and evaluation of statistical data.
BDMC
BANCA DATI MISURE CAUTELARI
Contact details: Ministry of Justice
[email protected]
www.giustizia.it
BDMC is a solution that manages the entire process
of personal supervision pre-trial measures. The key
issues are faster procedures, data reliability, integration
with other penal area systems, security and privacy of
information. With BDMC, the process of supervision
measures (25,000 proceedings/year) has reached 10,000
users.
CAD
Confiscated Assets Database
Contact details: Ministry of Economy and Finance
- Tax Policy Department
[email protected]
www.finanze.gov.it
Participatory budget, implemented by the Civic Mo-Net
Network and the Participation Office of the Municipality
of Modena, aimed at promoting citizen participation in
the definition of the administrative budget. It is based on
offline tools and online modalities (such as forums, polls
and video streaming) and is accessible through Unox1
(one for one).
eGov-AIDA
AIDA: A model of innovation and
simplification in eGovernment practice
Contact details: Municipality of Livorno
[email protected]
http://nuovo.comune.livorno.it/_livo/pages.
php?id=2787&lang=it
The eGov-AIDA applications for interoperable digital
administration provide a shared model and online
implementation for the whole life cycle of bureaucratic
services for local administrations targeted at citizens
and businesses. This allows for an easy process
composition for the eDelivery of administrative
services, as well as effective process formalisation.
EPAIP
eProcurement for all in Piedmont
[email protected]
The Tax Policy Department, via the CAD project,
provides a specific online public service, allowing police
bodies, other governmental entities and third sector
actors to apply for the custody of goods confiscated in
the fight against contraband. This service helps reduce
the costs relating to the custodianship and sharing of
information about seized assets.
The EPAIP eProcurement project was launched by the
Piedmont region, with the aim of setting up a regional
service targeting all public administration regional
offices. It enables them to manage electronically
(over the Internet) calls for tenders and subsequent
awards, electronic catalogues and eFramework
agreements.
COMUNAS
Sardinian Municipalities online
ETHNICITY
ETHNICITY - certification of accommodation
eligibility
Contact details: Regione Autonoma della Sardegna
[email protected]
www.regione.sardegna.it
Comunas is not only a network of municipalities, but
also an online system for providing services to citizens
Contact details: Prato Municipality
[email protected]
www.comune.prato.it
The ETHNICITY project has developed a software
Submissions
solution to organise the work of the internal
administrative offices. The solution encourage friendly
interaction with applicants via SMS and e-mail including
agreement on date and the decentralisation the issuing
of certificate.
EU-Pay
Multichannel and pan-European payment
system for public services and taxes
Contact details: Comune di Prato
[email protected]
www.comune.prato.it
The EU-Pay service provides a multi-channel,
Europe-wide payment collection mechanism for public
authorities which integrates seamlessly with existing
payment methods. Its usage does not require any
specialist knowledge; the underlying system makes a
significant contribution to improving accessibility for all
and reducing the digital divide.
GeoKM
Knowledge Management System of Public
and Private Yards
Contact details: Comune di Massa Lombarda
[email protected]
www.comune.massalombarda.ra.it
The GeoKM project in the Municipality of Massa
Lombarda is promoting a completely web-oriented
system of knowledge management based on F/OSS
technology for communication, partnership,
management and control of parks and public facilities on
the municipality and private land.
GiusLina
Giuseppe e Lina
Contact details: ASL Teramo - P.O. Atri (TE - Italy)
[email protected]
www.giuseppelina.135.it - www.aslteramo.it
The GiusLina service allows for healthcare appointments
to be made via SMS and the Internet in all healthcare
structures belonging to the Teramo ASL. It makes it
possible to make reservations for any service in any of
the structures (also those that are not free) belonging to
the Teramo ASL.
HSC
Health Services for Citizens
Contact details: Regional Health Agency
[email protected]
www.sanita.fvg.it
HSC is based on an Intranet/Internet system that allows
for the integration of medical data concerning services
provided by GPs and hospitals to citizens through a web
portal. Citizens can access online health services via the
RCS, which guarantees total compliance with privacy
regulations and the protection of personal data.
IPSAG
Integrated Portal System for Administration
Governance
Contact details: Regione Autonoma della Sardegna
[email protected]
www.regione.sardegna.it
The IPSAG system offers a wide range of documents
and services to all sorts of users, from citizens to
business and administrative entities. The system is
intended to achieve participation and transparency and
enforce the bond between public administrations and all
of their ‘customers’.
MyCiP
My City Pass
Contact details: Monza Municipality
[email protected]
www.comune.monza.mi.it
MyCiP exploits existing tools (smart cards given to
all Lombardy residents, along with software and PIN
codes) to offer citizens eServices, so that they can,
for example, book medical examinations, change
their family doctor, etc. It gives civil servants a new
working concept and marks the start of a new form of
management with increased citizen participation.
OLPS
Contact details: Italian State Police
[email protected]
The Italian police force has created the world’s first
Online Police Station. It is a website, on which citizens
can find general information, download forms, and
make online complaints about computer crimes.
Citizens can also interact with experts and report
conduct and events of an illegal nature occurring on the
Internet.
RFEDP
Participation in Regional Financial and
Economical Programming Document (RFEPD)
2007/09
Contact details: Regione Lazio
[email protected]
www.regione.lazio.it
The RFEPD consists of a document containing an
outline of strategic objectives and related policies, which
will then be incorporated in the regional expenditure
budget. Citizens, private and public bodies and all local
authorities can participate by sending in their comments
and proposals regarding the RFEPD.
PARTECIPA
PARTECIPA.NET: Citizens and Public
Administrations Dialogue in Emilia Romagna
Contact details: Emilia Romagna Regional Government
[email protected]
www.regione.emilia-romagna.it
Partecipa.net is based on a permanent connection
system of telematic tools, known as the eDemocracy Kit,
which enables citizens to be informed, discuss and be
consulted during the decision-making process. The kit
offers four services: information newsletters, a mailbox
to address questions to decision-makers, discussion
forums and polls.
partePUG
Participate in building a new master plan for
our city
Contact details: Comune di Monopoli
[email protected]
www.comune.monopoli.ba.it
partePUG aims to launch the process of a master plan
for a city of 50,000 inhabitants. Three different phases for
participation have been organised, and they work offline
and online: a listening procedure open to everyone, a
procedure for constructing collaborative scenarios about
the future, and an open evaluation of scenarios.
PCT
Processo Civile Telematico (Online Civil Trial)
Contact details: Italian Ministry of Justice
[email protected]
www.processotelematico.giustizia.it
PCT is an infrastructure developed by the Italian
Ministry of Justice to enable online services. It performs
a two-way data and document interchange and enables
application interoperability between all external users,
the courts and public administrations involved in
civil cases through high-security PKI architecture and
adoption of state-of-the-art technical standards.
PLAIN
Piedmont Local Alliances for Innovation
Network
[email protected]
PLAIN targets municipalities with less than 5,000
inhabitants and its main goals include the simplification
of the joint management of eGovernment services
and ICT resources, eGovernment good practice
dissemination and vocational training. The initiative
has allowed for the re-utilisation of know-how and
investments made by the Piedmont region, provinces
and larger towns.
PM@PaT
Online People Management in the
autonomous province of Trento
Contact details: Provincia autonoma di Trento
[email protected]
www.provincia.tn.it
The aim of PM@PaT is to improve the management
of human resources by increasing transparency and
efficiency in the working relationship. This is done by
using e-mails to deliver pay slips and the adoption of an
electronic management system for managing employee
leave. This leads to remarkable savings in terms of
administrative costs.
SANA
The application of the administrative penalty
system in Rome
Contact details: Ministero dell’interno
[email protected]
www.interno.it
The aim of the SANA project is to automate the
application of the administrative penalty system in the
prefectures. The principal component of SANA is a
computer procedure, which manages the administrative
procedure through the digitisation of all the necessary
documents for processing document transmission
between public autorities and citizens.
SAPUSQ
Accessible Website for a High Quality School
Contact details: School District of the Montecchio
Emilia Municipality
[email protected]
www.scuola.re.it/icmontecchio
SAPUSQ is a school website and acts as a noticeboard
for keeping track of events and issues in the school
district. It increases the visibility of the six schools
in Montecchio Emilia. Parents and local educational
agencies are key partners in the project. The website
was developed in 2007 with the aim of complying with
the legislative framework regarding the accessibility
of school websites. It has been awarded the Official
Accessibility label by the Italian National Centre for IT in
Public Administration.
schoolhost
A school for friends
Contact details: azienda ospedaliera universitaria
ospedali riuniti umberto I GM Lancisi-GSalesi
[email protected]
www.ao-umbertoprimo.marche.it
Submissions
Children in hospital are given valuable integration to
school life through video communication, enabling
them to study from hospital, not only with a remote
teacher, but also integrated in a remote class. The
schoolhost project has developed learning procedures,
video communication links to the schools involved,
and training for teachers and students in the hosting
classrooms.
SES
Italian National School Portal “Scuola e Servizi”
Contact details: Italian Ministry of Education
[email protected]
www.pubblica.istruzione.it
The National School Portal, or SES, is designed
according to a federal model, consisting of the main
portal site and websites of each single participating
school. The project offers these schools the possibility
to develop their skills and become independent in
the management and updating of their school website
through tutor-led eLearning courses, help desks and
online services.
SIAR-PFR
Environmental Risk Management
[email protected]
The Assessment Risk Informative System, or SIAR, aims
to prevent accidents involving dangerous substances and
limits their consequences for citizens and environment.
Moreover, it enables the digitalisation of data related to
risk activities.
SIGCAP
Public Administration Accounting
Management Information System
Contact details: Consip S.p.A.
[email protected]
www.consip.it
SIGCAP enables public administrations to electronically
manage their financial and economic accounting and to
digitalise the payment process. The system is connected
to the public administration and banking networks
and is composed of the Sicoge accounting system,
the electronic payment system and the substitutive
conservation of accounting documents system. SIPPI
Southern Italy Prefectures and Prosecutors’
offices IT System
Contact details: Ministero della Giustizia
[email protected]
www.giustizia.it
SIPPI intents to assign confiscated assets to social and
productive purposes; it is a display of justice brought
closer to citizens. The benefits achieved by SIPPI include
supporting the fight against criminal organisations,
transparency in assets management procedures and
timely measures in giving assets back to the community.
SISL
SiPiedmont Employment Service Integrated
System
Contact details: REGIONE PIEMONTE
[email protected]
Theme 1. Better public services for growth and job
The aim of SISL is to support workers during
(re)placement and offer a prompt response to the
employment requirements of regional enterprises. SISL
primarily manages the employability evaluation and the
matching of work requirements and offers.
SPC&RIPA
The Italian Public System for connecting
public administration sites
Contact details: CNIPA
[email protected]
www.cnipa.it
The Italian Network for Public Administrations and
the International Network for Public Administrations,
or SPC&RIPA, are two telecommunication building
initiatives to give public administrations the tools to
promote eGovernment services, improve back-office
applications, increase security and efficiency, decrease
the use of paper and generate savings.
SPT
Contact details: Ministry of Economy and Finance
[email protected]
www.mef.gov.it/dag/spt/
SPT is the multi-channel service that manages the
process of payroll data entry, printing and delivery of
payslips for Italian PAs. It allows for the processing
of more than 1.5 million monthly payslips and is
implemented by 32 central administrations. The total
efficiency benefit is estimated at about € 60 million.
STPDP
Optimisation of purchase and delivery
processes for school textbooks through
PosteShop
Contact details: PosteShop SpA
[email protected]
www.posteshop.it
The Ministry of Education and Poste Italiane signed a
three-year agreement aimed at optimising the process of
school textbook procurement. On this basis, the STPDP
project has created a new purchacing model as an
alternative and innovative channels for families purchase
textbooks required by schools.
communication and video collaboration solutions
to enable the collaboration of people in different
locations. It favours communication between public
administrations, citizens and enterprises, thereby
providing an opportunity to experiment with new and
effective technological solutions and reduce transfer
costs and time.
SUAP
One-Stop-Shops for Productive Activities
Information System in Piedmont
Latvia
[email protected]
Contact details: Electronic Procurement State Agency
[email protected]
www.eiva.gov.lv
SUAP is an integrated information system related to
one-stop-shops for productive activities, set up by the
Piedmont region to simplify and standardise relations
between public administrations and enterprises involved
at a regional level and to simplify and reduce start-up
costs.
The EPS operates as an eCatalogue current practice
system, primarily focusing on achieving the following
three goals: reducing product and procurement process
administrative costs, achieving transparency, and
introducing benefits for suppliers through automated
processing.
SyC
SyC - Show your Card!
JCCICRABES
Jekabpils City Council Information Centre
Residential and Business eServices
Contact details: Comune di Torino
[email protected]
www.comune.torino.it
The City of Torino designed Show Your Card, a system
that enables users, on an optional basis, to use their own
webcams to identify themselves by means of a software
device that reads, through the webcam, a 2D barcode
identifier printed on the Torinofacile card. Users simply
have to type in their passwords to be easily identified by
the local eGovernment portal. VICKY
Vicky - A virtual assistant for social security
in Italy
Contact details: National Social Security Institute (INPS)
[email protected]
www.inps.it
Vicky is the innovative interaction system that the
National Social Security Institute has put in place on
its web portal to extend its efforts for an increasingly
effective way of communicating with citizens. The aim
is to allow for effective and clear dialogue and, most
importantly, means of understanding the real needs of
citizens.
WEBCON
WebConference
[email protected]
www.regione.piemonte.it/index.htm
WEBCON was launched to integrate video
EPS
Electronic Procurement System (EPS)
Contact details: Jekabpils City Council
[email protected]
www.jekabpils.lv
Jekabpils City Council is the first council in Latvia
to provide access to a variety of eServices. The aim is
to improve the quality and accessibility of eServices
and the administrative capability for implementing
eGovernment, and to facilitate the use of eServices by
residents and entrepreneurs, thereby improving the
overall knowledge of ICT in society. RETA RIGA
Multi-channel support for real estate tax
administration
Contact details: Information Technology Centre of
the Municipality of Riga
[email protected]
www.riga.lv; itc.rcc.lv
With RETA RIGA, the process of collecting and
administering real estate tax in Riga’s local government
is upgraded. Residents can now receive tax payment
statements in electronic form and check the balance
of their taxpayer accounts. The number of documents
to be submitted to the Land Registry has decreased
dramatically.
Lithuania
EDS
eDeclaration system in Lithuania
Contact details: State Tax Inspectorate Under the
Ministry of Finance of Lithuania
Submissions
[email protected]
www.vmi.lt/lt
EDS provides an option for taxpayers to electronically
submit Lithuanian State Tax Inspectorate-administered
tax returns and to receive necessary information
regarding STI document acceptance. It improves
the efficiency of tax administration making EDS tax
procedures altogether less complicated.
ISED
Information System on Excise Duties
Contact details: Lithuanian State Tax Inspectorate
[email protected]
www.vmi.lt
The introduction of the eJobCentre resulted in a drop
in the unemployment rate from 7.9% to 6.7% in 2006.
This was achieved by reaching more clients (especially
those at the lowest strata of society) via its multichannel approaches. Furthermore, it is estimated that
the corporation saves almost 1/3 of its total expenditure
each year.
MEPAeApps
MEPA eApplications
Contact details: The Malta Environment and Planning
Authority (MEPA)
[email protected]
www.mepa.org.mt
ISED is a web-based system for the administration of
excise duties. It helps to improve the administration of
duties through stricter data control. Those paying excise
duties are now provided with more convenient electronic
media-based methods to fill out declarations and
reports. The system is available 24/7 on the Internet.
MEPA handles over 8,000 applications a year.
eApplications brings together different platforms and
technologies into one homogeneous system, which
allows clients to view application details, submit and pay
for applications online and send/receive correspondence
digitally, thus increasing participation, efficiency and
transparency.
Malta
Netherlands
CASPA
Online Application for Child and
Supplementary Allowances
Contact details: Ministry for the Family and Social
Solidarity
[email protected]
www.mfss.gov.mt
AhA!
Amsterdam has Answers! (Amsterdam heeft
Antwoord!)
Contact details: Gemeente Amsterdam
[email protected]
www.amsterdam.nl
CASPA is an eGovernment service that allows citizens to
directly submit applications for child and supplementary
allowances. This service reaches 29,000 child allowance
beneficiaries and 27,000 supplementary allowance
beneficiaries. It affects approximately 25% of households
and therefore has quite a significant impact.
At Amsterdam Antwoord, citizens can find answers to
questions concerning local government. Amsterdam
consists of 14 neighbourhood councils and over
30 departments, creating a very complex situation.
However, with AhA! citizens can find the answers to
their questions quickly and easily. Moreover, public
services have improved by approximately 30%.
e-ID
Electronic Identity (Malta)
CDS
Development of eGovernment services
Ministry for Investment, Industry and Information
Technology - MALTA
[email protected]
www.miiit.gov.mt
Contact details: Gemeente Den Haag
[email protected]
www.denhaag.nl
The eGovernment service portal relies on the eID, which
is the single most trusted authentication mechanism.
The eID provides a one-stop-shop for all eGovernment
services. The portal enables the management of user
eID profiles, which contain personal details, as well as
functions for assignment and delegation.
The Hague built an identity framework as one of its
first online services. Thereafter, it developed a “spiral”
development method to constantly innovate and extend
this framework. This method resulted in a bi-directional
influence and, in its seventh year, has grown to become
a leading example of software development within the
government sector.
eJobCentre
The Electronic Job Centre
Contact details: Employment and Training Corporation
[email protected]
www.etc.gov.mt
ChainCity
ChainCity: The Basic Registry Chain
Simulation Game for a Fair Society
Do It
DO IT Dordrecht Digital Office with
Innovative Transformations Dordrecht
Contact details: ICTU
[email protected]
www.egem.nl
Contact details: Municipality of Dordrecht
[email protected]
www.dordrecht.nl
The ChainCity simulation is part of the Dutch national
eGovernment programme. The introduction of registries
requires municipal departments and governmental
organisations to rely on information that they alone no
longer maintain. Civil servants in departments depend
on one another in order to maintain accurate records of
citizens and buildings.
Dordrecht Municipality has developed generally
applicable software that offers eServices, such as multichannel post, web, telephone and mail, of a higher
quality due to the exchange of information; it enables
online connectivity of the municipality and related
organisations. It provides over 100 digitised processes
and facilitates the management of work.
Dev-pspe
Public services in a personal environment
eBRP/eGDI
Innovative eParcels registration in the
Netherlands
Contact details: Municipality of Deventer
[email protected]
www.deventer.nl
Dev-pspe is an environment to support full digital
communication, interaction and transactions with
citizens at front as well as back office. The process is
transparent for citizens, employees and management.
It includes authentification based on a highly secured
platform. Legal products are automatically fully digitally
delivered.
DigiD
Digital Identity in Dutch eGovernment
services
Contact details: GBO.Overheid
[email protected]
www.gbo.overheid.nl
DigiD is a system shared among cooperating public
administrations. It allows for digital authentication
of citizens and business representatives applying for
electronic services. Right now, over 5.7 million Dutch
citizens have a DigiD login code, which they can use to
access services offered by more than 220 local, regional
and national administrations.
DKD
The Digital Client Dossier
Contact details: BKWI
[email protected]
www.bkwi.nl
DKD is an electronic dossier designed to collate
information about unemployed people from the different
local authorities and social services. DKD ensures that
repeat requests for the same data are no longer necessary
and correct data is always available for both professionals
and clients, thus immensely reducing administrative
procedures.
Contact details: National Service for the Implementation of Regulations (NSIR)
[email protected]
www.minlnv.nl
NSIR manages the parcels register of all agriculture
companies. Among other information registered here
is who uses what plot of land and what crop is grown
there. eGovernment initiatives have made it possible
for citizens to see on the Internet how their plots are
registered and enter changes concerning registration via
the Internet though the eBRP/eGDI.
e-CC
e-Citizen Charter
Contact details: [email protected] (e-Citizen
Programme)
[email protected]
The e-CC consists of quality standards that define the
digital relationship between citizens and government.
The charter allows citizens to call their government
to account for the quality of online contacts. The
government can use it to examine the external quality
of eGovernment. It is an instrument used to stimulate
eGovernment from a citizen perspective.
ELAN
Contact details: Kadaster
[email protected]
www.kadaster.nl
With ELAN, the notary or court bailiff can submit a
deed to the Kadaster digitally at the touch of a button,
because electronic conveyancing automates the handling
process. The deed is automatically given a unique
identification and displayed digitally, with proof of
receipt and registration created automatically.
Submissions
eVoice
Dutch eVoice: Citizens and the interactive
information society
cost reduction of € 711 per entrepreneur and a potential
structural cost reduction for the local government of €
1,677,450 a year.
Contact details: Municipality of Groningen
[email protected]
www.groningen.nl
I&R animal
Innovative eIdentification and Registration of
farmed animals in the Netherlands
With eVoice, two municipalities have developed a
community website to involve citizens actively in
events concerning their neighbourhood, society and
local administration. It deals with interaction and
the exchange of information on social and physical
developments in their villages, eGovernment services,
planning and interactive local policy-making.
Contact details: National Service for the Implementation of Regulations (NSIR)
[email protected]
www.minlnv.nl
GovUnited
GovUnited: Working together towards better
service
The I&R animal system avoids the huge amounts of
paperwork involved in reports, requests for amendment
and surveys. Cattle holders can report electronically
24/7 in three different ways (web services, online, voice
response). Also, they can survey their company records
at any time using the new central ICT system.
Contact details: Govunited
[email protected]
www.govunited.nl
IGIS
GIS integration into SAP at the Dutch State
Property Service
GovUnited is an innovative alliance of and for local
governments in the domain of eServices. GovUnited
started out as an initiative among nine large
municipalities. The result has been a broad-based
construction unique to the Netherlands, a large-scale
roll-out of a standardised digital service desk and
concrete collaborative projects.
GPC Flevo
Policy and map, standing strong in the
Province of Flevoland
Contact details: Province of Flevoland
[email protected]
www.flevoland.nl
In the Province of Flevoland, dynamics in the field
of land use planning have led to the development of
a chain-specific working method within the geoinformation flow. Through the GPC Flevo method of
working, policy-makers, geo-visualisation and geo-ICT
specialists work closely together with the objective of
improving transparency and exchange of information.
HoReCa1
One-stop-shop for Hotel Restaurant Café
licences
Contact details: Economic Development Department,
City of Amsterdam
[email protected]
Through HoReCa1, an entrepreneur can easily find out
which selection of 40 governmental documents has to be
obtained through answering 20 questions and filling out
one single form for seven local licences. This leads to a
Contact details: Dutch State Property Service (Ministry of Finance)
[email protected]
www.domeinen-oz.nl ; www.minfin.nl
State properties and facilities and millions of plots are
managed and spatially enabled through this innovative
SAP-GIS solution. All business entities in SAP are
visualised in a detailed map without leaving the SAP
user interface. This integration of geospatial content
in SAP has led to better information exchange and the
optimisation of business process support.
MIBG
Mijn IB-Groep: Secure information and
transaction portal for students
Contact details: IB-Groep
[email protected]
www.ib-groep.nl
With the MIBG project, the IB-Groep has tied in with a
prevailing social trend in the form of increased Internet
use. Customers, mainly students, are now using this
new channel more and more intensively. The My IB
Group portal allows customers to view and alter their
own details so they do not have to resort to the official
channels.
My Desk
My Desk - Personalised pro-active web
services for citizens
Contact details: City of Enschede
[email protected]
www.enschede.nl
My Desk is a proactive personalised web service. My
Desk enables users to consult information regarding
the expiry dates of documents, tax value of real estate,
events, proposed land use plans and the permits
requested. The system enhances transparency, improves
service quality and reduces lead times for different client
services.
NL-Riskmap
Netherlands Risk Map System (Overijssel
province)
Contact details: Provincie Overijssel (Dutch province)
[email protected]
www.risicokaart.overijssel.nl
The NL-riskmap system in the Netherlands is an
interactive computer system based on geographic
positioning of several risk types. A riskmap is a powerful
instrument for public awareness and a legally embedded
instrument for citizens and professional users.
Styleguide
Web Style Guide for corporate ministry
websites
Contact details: New Media Commission (CNM) of the
Dutch Central Government
[email protected]
http://stijlgids.overheid.nl
Styleguide is the key to developing a common web
policy for the Dutch central government. The aim is
to harmonise the presentation of ministries on the
Internet. It provides obligatory guidelines, conventions
and best practice advice. Benefits include improved user
experience, lower implementation costs and better web
communication overall.
VirtuoCity
Virtual Cities… over one thousand words
Contact details: City of Apeldoorn
[email protected]
www.virtueelapeldoorn.nl, www.virtueelhelmond.nl,
www.virtueeltilburg.nl/en
VirtuoCity supports participation in important
city reconstruction projects as a first step towards
eGovernment and eDemocracy. At the same time, these
virtual cities enable visitors to access the virtual 3D
presentation of the city, as it is at present or as it will be
in the future. Visitors can leave their remarks in a forum,
vote for alternative designs, and chat with other visitors.
Norway
Autoreg
eService for efficient registration of vehicles
Contact details: Norwegian Public Roads Administration, Directorate of Public Roads
[email protected]
www.vegvesen.no
With Autoreg, citizens can now launch a browser
to register new vehicles, re-register ownership, etc.,
whenever they want. A key enabler for this service is the
online banking payment service integrated in the same
process. This has saved a substantial amount of manual
work and time, and increased service levels for both car
dealers and the public authority.
egovchange
eGovernment and Municipal Organisational
Change
Contact details: Lyngdal kommune
[email protected]
www.lyngdal.kommune.no
The egovchange initiative has resulted in integration
between front-end interactive portals, online maps
and a back-end case processing application, providing
construction entrepreneurs with a powerful tool
to plough through documentation demands for
construction. The results include reduced case
processing times and streamlined case processing.
geoNorge
The Norwegian national portal for
geographic and environmental information
services
Contact details: Norwegian Mapping and Cadastre
Authority
[email protected]
www.statkart.no
geoNorge is the portal for the Norway Digital national
geospatial infrastructure. The portal is the umbrella
for a large number of geospatial eServices, making
basic geographic information and a variety of thematic
information available. The information currently
provided allows for geospatial information to be used by
different communities.
Helsefilm
Helsefilm.no - Film in healthcare
Contact details: Hospital Sørlandet sykehus HF
[email protected]
www.sshf.no
With the online Helsefilm (health film) service,
audiovisual pedagogical content can be accessed by
patients and their next of kin. Providing information
and education for patients and their relatives constitutes
an important and expensive part of modern healthcare.
Communications and the exchange of personal
experiences among peers are similarly important.
Submissions
Høykom
Høykom - A support initiative for broadbandbased eGovernment services
Contact details: Norges forskningsråd
[email protected]
www.forskningsradet.no
Høykom is an innovative programme launched to
support eGovernment projects. It has provided up to
50% of total project costs in financial support for close
to 500 projects on a shared financing basis. Extensive
project descriptions and reports from all the supported
projects are available on the www.hoykom.no website.
LTO
Annual certificate of Pay and Tax deduction
(Norwegian: Lønns-Og-Trekkoppgave - LTO)
Contact details: The Norwegian Tax Administration
[email protected]
www.skatteetaten.no
With LTO, payslips and tax information are now filed
electronically by employers via their ERP system or
the Altinn portal. 22 ERP suppliers have integrated
the Altinn interface, representing more than 90% of
employers. The LTO service is unique, as filing is done
directly by third party ERP vendors based on open
standards.
MEPK
Min Epostkasse
Contact details: Midt-Telemarkrådet, Bø kommune
[email protected]
www.midt-telemark.no
MEPK gives citizens the option to interact with local
government through the Internet and a personalised
ePost box. There are two levels of access, the first
requiring simple registration and an e-mail account, the
second verifying user identity through BankID, a system
that 80% of our target group already uses.
MobileXray
Mobile digital X-ray services in healthcare
outside hospitals
Contact details: Ullevål University Hospital
[email protected]
www.ulleval.no/modules/module_123/proxy.
asp?iCategoryId=54&iInfoId=5381&i
MobileXray, which brings mobile x-ray equipment
to patients in nursing homes instead of transporting
them to stationary equipment, is cost effective (one
examination in an institution saves 30% of costs and
two examinations 60%) and complies with national
strategies to organise healthcare on the lowest effective
level of care.
Mypage
Mypage Self-service Citizens’ Portal
Contact details: Norge.no
[email protected]
www.norge.no, www.norway.no
Mypage is a user-defined and secured citizen portal on
which users can carry out personalised public eServices
in one place. Citizens can also control information about
them held by various public administrations. Society will
benefit from improved transparency and data quality
and better services.
Regelhjelp
Regelhjelp.no
Contact details: Norwegian Pollution Control Authority
[email protected]
www.sft.no www.regelhjelp.no
Regelhjelp.no is a service for companies that need a
guide to the vast body of regulations. The website makes
it easier for users to find out about requirements related
to health, safety and the environment that government
authorities have established for the industry. For each
requirement, contact information is provided for the
relevant agency.
Studmoney
Student funding and personalised
information provided on the Internet
Contact details: Norwegian State Educational Loan
Fund (Lånekassen)
[email protected]
www.lanekassen.no
StudMoney: Lånekassen customers can now be served
through fully automated, user-friendly online services.
Customers may apply for funding, track their application
status and receive information as to the status
throughout the process. They can sign debt certificates
and transfer money. This has led to substantial savings in
administration costs.
Pan-European
ETS-CITL
EU Emission Trading Scheme - Community
Independent Transaction Log
Contact details: European Commission
[email protected]
www.ec.europa.eu/environment/climat/home_en.htm
The CITL monitors, registers and validates all greenhouse
gas emissions trading transactions between EU Member
States. It implements the EC directive and EU regulation
pertaining to greenhouse gas emissions reduction in
Europe. It is operational three years before the agreed
Kyoto protocol timeframe, and acts as a coordinator and
facilitator of greenhouse gas emissions trading.
Poland
BACHUS
National Computer System for the Monitoring of Excise Goods Movement
Contact details: Ministry of Finance - Customs Chamber in Lodz
[email protected]
www.mofnet.gov.pl
BACHUS is an electronic processing system that targets
businesses trading in excise goods and excise officers
working directly with businesses. It replaces paper
declarations with electronic messages. This solution
makes the system accessible by excise officers for
operational data input from virtually any location. e-ASMG
The ‘Malopolska Gateway’ Regional
eAdministration System (Poland)
Contact details: Mayor’s Office of the Malopolska
Region
[email protected]
www.malopolskie.pl
e-ASMG delivers online citizen and business services
and ordered information resources from various social
and public spheres which are edited and published by
means of innovative technological and organisational
solutions. This uniform information and service
platform is intended for all kinds of local administrations
in the region.
eLodz
Documents & Information System (DAISy)
eLodz
Contact details: The City of Lodz Office
[email protected]
www.uml.lodz.pl
eLodz’s strategic and long-term objective is to streamline
and automate business processes. The direct objectives
are to improve administrative services, deliver eServices,
improve ICT in the administration and to bring the
administration closer to customers. eLodz delivers about
250 digital forms, which makes it possible to process 250
types of case.
Portugal
@INPI
Electronic search and filing on Portuguese IP
system
Contact details: Instituto Nacional da Propriedade
Industrial
[email protected]
www.inpi.pt
@INPI is an element of the service modernisation and
qualification strategy implemented in the Industrial
Property Office, with the main purpose of enabling
easy and free of charge online access to IP information.
Moreover, it ensures public transparency of office
activities, allowing for searches by legal status, applicant,
and other register data.
ASRGA
Assessment of Services of the Regional
Government of the Azores
Contact details: Regional Directorate of Organisation
and Public Management
[email protected]
www.vpgr.azores.gov.pt
ASRGA: with the goal of delivering higher quality
services to citizens and businesses, the Regional
Government of the Azores has created a questionnaire
for citizens and all regional administration services
dealing with the public on the Internet. The solutions has
been available online since the beginning of 2007.
AvDi-PT
Aveiro Digital Region of Portugal
Contact details: Associação de Municípios da Ria &
Associação Aveiro DIgital
[email protected]
www.aveiro-digital.pt
AvDi-PT is based on a regional mobilising system in
order to promote the social, economic and cultural
development of the Ria Region through the use of ICT
in the everyday life of companies and educational, social
and cultural institutions, etc. The main objective is to
increase the quality services by rising the qualifications of
people and organisations (public and private).
B2GEF
B2G Electronic Folder - Your Business Online
Contact details: Agency for Public Services Reform
[email protected]
www.ama.pt
B2GEF: when an enterprise submits any kind of
information to a public service through this portal, from
the launch of a business to the closing of an activity, it
does not have to give the same information again unless
the content has changed for some reason. In order for
this to be possible, a large number of processes were
completely reengineered.
BASE-NET
Online compilation of the administrative
sources of Azorean companies
Contact details: Observatório do Emprego e Formação Profissional
[email protected]
http://portal.azores.gov.pt/Portal/pt/entidades/drtqp-oefp
Submissions
BASE-NET enables Azorean companies to fill in
forms on the Internet, providing information that they
are legally obliged to submit to the tax authorities.
Previously, all information submitted on paper, and its
manual processing required extensive human resources.
The information is now available on the OEFP webpage.
DocInPorto
DocInPorto3G - New Electronic Document
Management in Oporto Municipality
www.gaianima.pt
eGAIANIMA is an online IT tool to facilitate
and promote interoperability between education
communities. The aim was to provide a real-time
and efficient class management, report control and
management tool and to facilitate parental involvement
in the developing education process of pupils.
EOL
Online Business Registry
Contact details: DMSI - Câmara Municipal do Porto
[email protected]
www.cm-porto.pt
Contact details: Instituto dos Registos e do Notariado, IP
[email protected]
www.irn.mj.ip
DocInPorto is a solution that supports electronic
document management. Some of the main phases of
implementation included customisation of the standard
commercial version. Plans included the installation of a
new data centre, load tests and training, and making the
system work for the entire organisation.
EOL: the registration of company information aims to
publicise relevant facts and a company’s legal situation,
and/or those of other entities. In Portugal, such
registration is mandatory. In 2006, the government
approved a package of measures designed to facilitate
company life and dramatically simplify these procedures.
eBox RAPID
eBox RAPID - Automatic Registry of
Passengers Holding Travel Documents
E-TEA
Electronic Teaching Application
Contact details: Serviço de Estrangeiros e Fronteiras
[email protected]
www.rapid.sef.pt
eBox RAPID allows for the automatic inspection of
passengers in possession of electronic passports, thus
eliminating the need for human input. This worldwide
system combines the operations of reading and checking
electronic passports with a feature for assessing
biometric data which operates an automatic gate
opening device.
EDD
Évora Distrito Digital - Évora County Digital
Project
Contact details: Associação de Municípios do Distrito
de Évora
[email protected]
www.amde.pt
EDD is a turning point in the implementation of the
Knowledge Society in the district of Évora. From
September 2004 to June 2007, EDD implemented a
vast set of projects, a regional portal, a tourism portal,
a business portal, a GIS portal, a business extranet,
municipal websites offering online services, an
eCommerce portal, regional hotspots, etc.
eGAIANIMA
eGAIANIMA, cohesion in education: pupils,
parents, teachers and administration
Contact details: GAIANIMA E.M.
[email protected]
Contact details: Direcção Regional da Educação dos
Açores
[email protected]
www.azores.gov.pt/
E-TEA transforms the application for teaching staff into
an integral electronic online process. It is now possible to
provide schools with the necessary teachers through an
error-free process, with reduced costs and presented in a
simple, transparent, reliable and appealing manner, thus
obtaining the satisfaction of everyone involved.
FCP
Ficheiro Central de Pessoal
Contact details: Regional Directorate of Organisation
and Public Administration
[email protected]
www.vpgr.azores.gov.pt
FCP was created to achieve a fast, effective and efficient
human resource management and administration
tool. FCP manage, through an appealing browser, a
decentralised register of the monthly movements of the
employees by service.
HSMDesktop
Medical Desktop - Desktop do Médico - HSM
Portugal
Contact details: Hospital de Santa Maria (HSM)
[email protected]
www.hsm.pt
HSM Desktop was launched to bring cohesion and
efficiency, quality and innovation. It is a powerful tool
that breaks boundaries in the process of attending to
patients. All internal work processes and systems are
computerised. Results show that, in each of the 13
specialist areas, the treatment rate has improved.
HSMPortal
Hospital de Santa Maria Intranet –
eRevolution in Health Administration
[email protected]
www.hsm.pt
HSM Portal and Intranet provides useful and updated
information about general facts and events, and access
to software applications from x-rays to analysis, calling
an ambulance or any form of office supply request.
Decision-makers are thus able to receive activity
indicators and statistics on a daily/monthly/annual basis
about almost everything going on in the hospital.
HSMSSOCIAL
HS-GISS Social Service Information
Management Tool Hospital de Santa Maria
[email protected]
www.hsm.pt
HSMSSOCIAL was launched because of the high
inefficiency rates when it came to dealing with social
service files. This case sets out to simply and accurately
register all relevant data, providing an easy-to-use way of
accessing and dealing with useful information, thereby
maximising efficiency and facilitating the activity of
social workers in this area.
kNOWing
Knowledge by Googling Parliamentary
Information
Contact details: Assembleia Legislativa da Região
Autónoma dos Açores
[email protected]
www.alra.pt
kNOWing aims to offer a logical means of searching
for topics free of charge and through a wide range of
parliamentary document formats and databases. The
benefits of the project were: internally, a powerful tool
enabling representatives to make policies and, externally,
a means for citizens and organisations to access
knowledge.
MAIA
Maiambiente
Contact details: Maiambiente
[email protected]
www.maiambiente.pt
Maiambiente’s MAIA project has implemented a
complete portal based electronic solution consisting of
a document management workflow, GIS and quality:
MAIA gives the organisation a complete electronic
service from the entry point to the conclusion of any
process.
NETemprego
IEFP NETemprego – Interactive Employment
Services
Contact details: IEFP Employment and Vocational
Training Institute
[email protected]
www.iefp.pt
NETemprego is an online portal for recruiters and
job seekers. It delivers a wide range of interactive
employment services in order to increase speed,
diversity, accessibility and quality in the IEFP service
delivery channels, enhance the penetration rate, improve
the IEFP’s job-matching efficiency and provide 24-hour
service delivery.
OLP
Online publication of company acts
[email protected]
www.irn.mj.ip
OLP: the online publication of company acts is a
procedure that allows companies to make mandatory
publications on an official website, instead of the paperbased National Gazette. This measure of administrative
modernisation makes the publication process simpler,
faster and cheaper, giving benefits to all companies and
users.
OMS
Online Management of Services
Contact details: Câmara Municipal do Seixa
[email protected]
www.cm-seixal.pt
OMS is a new platform for the dynamic generation
of forms, as well as request management, through
joint technological support to all civil servants in
the organisation. The platform has already enabled
interaction between more than 500 citizens and the
Municipality of Seixal each month.
PBC
Permanent Business Certificate (PBC)
[email protected]
www.irn.mj.ip
PBC was developed to provide an easier way of sharing
the company registered information and facts. It is an
online service that can be subscribed to by all those
seeking company information available on the official
Submissions
business registry. The PBC is always up to date, as every
entry and registration made are immediately recorded
and visible.
PCE–CMP
Electronic Shopping in Oporto Municipality
Contact details: Municipality of Porto
[email protected]
www.cm-porto.pt/
The main aspects of the PCE-CMP Electronic Shopping
Platform are: the definition of a process that includes
all the activities of procurement, allowing for an
improvement in the efficiency, control, supervision and
standardisation of the whole process, identification of
contingencies in the process, reduction of errors and
storing costs, and greater global efficiency.
SBI [IES]
Simplified Business Information [IES]
Contact details: Ministry of Justice
[email protected]
www.mj.gov.pt/sections/home
SBI [IES] is a new way for companies to deliver
information online to public services by using a totally
dematerialised procedure. This service makes it possible
to fulfill all obligations. After submitting the information
online in a moment, this information is spread. This will
generate a revenue of € 85 for each set of information for
a target of 350,000 companies.
management, and was implemented with promising
results.
SISone4ALL
SISone4ALL
Contact details: Serviço de Estrangeiros e Fronteiras
[email protected]
www.sef.pt
SISone4ALL: one of the requirements for achieving
the free movement of people by abolishing internal
border controls is the exchange of information through
the Schengen Information System (SIS), which is an
instrument for police cooperation that allows for the
reinforcement of alternative controls over people and
goods. This has resulted in SISone4ALL.
TEIA
TEIA - Development of Human Resources at
the DGRHE
Contact details: Ministry of Education - Government
Department for Education Human Resources
[email protected]
www.dgrhe.min-edu.pt
TEIA aims to promote investment in HR at DGRHE
following the ‘putting people first’ principle, focusing
on four key areas: technology, involvement, computer
systems and improvement, through the improvement
of internal and external interface processes and raising
standards in HR.
SDonline
Unemployment Benefits Support System
WTTC
Easy way to the canteen
Contact details: II, IP
[email protected]
www.seg-social.pt
Contact details: Escola Básica Integrada Diogo Bernardes, Ponte Barca
[email protected]
www.eb23-diogo-bernardes.rcts.pt
SDonline: implementation of a computerised interface
between the IEFP (SIGAE) and social security relevant
subsystems, under a cooperation protocol envisaging
greater control of unemployment benefit provision
and the simplification of the claim filing process. All
information related to the status of unemployment
benefits is automatically integrated in SIGAE.
SIGCM
ELECTRONIC DRUG MANAGEMENT CIRCUIT
(SIGCM)
Contact details: Hospital Pulido Valente, EPE
[email protected]
www.hpv.pt
SIGCM: electronic prescription of drugs is a very
important step in hospital quality, mainly because it
diminishes transcription errors by pharmacists related
to the handwriting of GPs. This practice is optimised
through the existence of electronic integrated drug
With WTTC, access to the school canteen is improved.
A schedule is now made, so that every class in the school
knows, in advance, when, before and after which class,
it will be having lunch, and it is called through the
school’s loudspeaker system. This reduces stress on the
part of the children and allows time for more interesting
activities.
Romania
EAR
eAdministration in Romania
Contact details: Constanta City Hall
[email protected]
www.primaria-constanta.ro
EAR: due to the large volume of documents
administered by public institutions, document
management digitalisation was set up by constituting
the electronic registry. It is now possible to follow the
document flow within institutions, analysing their
progress and status, electronically sign documents and
create electronic archives.
EuDiS
European District System - integrated IT&C
solution for Mehedinti County
Contact details: Mehedinti County Council
[email protected]
www.sejmh.ro
EuDiS aims to facilitate communication between
citizens and local public administration representatives
at county level. The solution turns the current public
administration infrastructure, based on traditional
technologies, into an integrated information and
communication system, using the latest IT technologies
KEP
Knowledge-Based Economy Project
Contact details: Ministry of Communications and IT
- Knowledge Economy Project Management Unit
[email protected]
www.ecomunitate.ro
KEP finances the establishment of 260 local
communities eNetworks, through which communities
will be offered access to services and technologies in
rural and small urban communities. The benefits are
modern communication services, support for business
and community development, improvements of
education, etc.
NED
NED - Romanian National Education
Database (NED)
Contact details: Romanian Ministry of Education,
Research and Youth
[email protected]
www.rural.edu.ro
NED is a suite of software tools that enable the
Romanian Ministry of Education a permanently
clear and complete overview of the education system.
The National Education Indicators constitute the
system’s most important output; they provide accurate
information regarding the schools, teachers and students
in the education system.
SEN-SDK
National Electronic System – Software
Development Kit
Contact details: National Regulatory Authority for
Communications & IT - ANRCTI
[email protected]
www.e-guvernare.ro
SEN-SDK is an open source public administration
initiative, which helps implement standardisation
and interoperability at national level concerning
eGovernment. SEN-SDK represents a ready-to-use
collection of documents, software libraries, code samples
and electronic test services for the implementation of
eGovernment.
STEPS
State Treasury Payment System (STEPS) in
Romania
Contact details: Romanian Ministry of Economy and
Finance
[email protected]
www.mfinante.ro
STEPS was deployed to electronically process the
Ministry of Economy and Finance’s daily payments and
collections. It uses banking instruments and standards,
thus creating an interoperability bridge with the business
community. The implementation has dramatically
improved the service provided by the Treasury and
Public Debt Directorate.
VPO
Virtual Payment Office - Ghiseul Virtual de Plati
Contact details: Ministry of Communications and
Information Technology (MCIT)
[email protected]
www.mcti.ro
VPO was launched to facilitate citizen interaction with
public administration through an online payment
platform for fines and other financial obligations in a
transparent and efficient way. The main objective of the
VPO is to promote general access to public information
and services through information technologies and the
Internet.
Slovenia
eVEM
One-stop-shop system (Vse na enem mestu)
Contact details: Ministry of Public Administration
[email protected]
www.mju.gov.si/en
The basic purpose of the eVEM project is to provide
suitable electronic support for future entrepreneurs, so
that business operations can be commenced within the
shortest period possible. All procedures are available
online or at physical entry points. Since the project was
implemented, it has achieved an average increase of 26%
in registration.
RAB
Reduction of Administrative Burdens
Contact details: Ministry of Public Administration
[email protected]
www.mju.gov.si
Submissions
RAB is the adopted methodology for the implementation
and supervision projects aiming to reduce administrative
burdens within the Slovenian public administration.
RAB is considered a key factor for increasing the
competitive position of Slovenia and in its strive for an
effective and financial efficient state.
Spain
AVAE
Virtual classroom for educational suppor
Contact details: Vigo City Council
[email protected]
www.vigo.org
AVAE is a community initiative with the objective of
integrating a system to follow up on basic education
in hospitals and at home. This facilitates continuity of
education for those students who are unable to attend
school during long periods of hospitalisation.
CIRCE SRL
Information Centre and Business Creation
Network for Private Limited Companies
Contact details: National Government
[email protected]
www.circe.es
CIRCE SRL was launched to expedite the creation of
new companies quickly and flexibly. The administrative
procedures and forms associated with the company
creation process have been simplified. An integrated
advisory service is offered and an intensive application
of information technologies for the start-up of the
companies has been created.
CLARA
Customer service and relationship with the
Head Office of the Andalusian Government
Contact details: Andalusian Regional Government
[email protected]
www.juntadeandalucia.es/justiciayadministracionpublica
CLARA is the component responsible for providing
citizens with general information as well as special
applicant information. It provides an integrated vision of
all the existing proceedings. The procedures in CLARA
enables the integration and consolidation of information
related to the processing in a single interface.
CLAUER
Universitat Jaume I Clauer Projec
launched by the Universitat Jaume I to promote the
use of digital signatures in administrative tasks and
formal relationships among community members. The
project covers the design and deployment of legally valid
certificates and the implementation of applications that
make use of digital signatures.
CVO-CIP
Inclusive and Interoperable Cadastre:
Cadastral Virtual Office and Information Points
Contact details: CADASTRE GENERAL DIRECTORATE
[email protected]
http://ovc.catastro.meh.es
The CVO-CIP service allows for the consultation
and certification of alpha-numeric and graphic data,
information interchange and a web service-based
interface, permitting online maintenance and interoperation with other systems. In addition, so as not to
exclude citizens who do not have access to the Internet,
2,400 Cadastral Information Points were created.
eA_CARM
eGovernment in the Autonomous
Community of the Region of Murcia
Contact details: Autonomous Community of the
Region of Murcia
[email protected]
www.carm.es
eA_CARM has implemented a flexible modern
eGovernment platform focused on service quality,
internal management improvement and interoperability
with internal back-office systems and other public
administrations, to offer citizens online processing
services in the fields of, education, health, taxes and
other.
eLOCAL
Strategic Plan for the Introduction of
eGovernment in Local Corporations
Contact details: Government of Cantabria
[email protected]
www.administracionlocaldecantabria.es
eLOCAL is part of the regional Governance Plan,
and was launched by public and private partners. The
Teleprocessing Platform was designed to give support
to procedures carried out between town councils
and the government, thus generating more efficient
management, increasing response capacity and
simplifying administrative relations.
Contact details: Universitat Jaume I
[email protected]
www.uji.es
EMPRENDECM
The Entrepreneurs Portal of the Community
of Madrid
CLAUER, the Catalan word for keyring, is an initiative
Contact details: Servicio Regional de Empleo. Consejería de Empleo y Mujer de la Comunidad de Madrid
[email protected]
www.madrid.org
EMPRENDECM promotes and supports entrepreneurial
activity as a source of job creation, and regional wealth
as a priority task. The portal was created to offer a set
of web applications that centralise and enable 100%
virtual management of all the services available for
entrepreneurs, based on the premise of administrative
effectiveness and efficiency and the best possible public
service for citizens through multiple channels.
EPS-PA
Principality of Asturias eLearning and
personnel selection platform
Contact details: Principality of Asturias IT General
Directorate
[email protected]
www.asturias.es
EPS-PA is an example of how the application of
communication and information technologies in an
area of the administration can contribute to providing
better service to citizens and, at the same time, improve
efficiency in management. The areas tackled include
training public employees and management of the
personnel selection process.
Gencat 2.0
Gencat: mass-scale deployment based on
transparency and web 2.0
Contact details: Generalitat de Catalunya - Directorate
General for Citizen Attention
[email protected]
www.gencat.cat
Gencat.cat (the Internet website of the Catalan
Autonomous Government) is an example of a radical
redefinition of the eGovernment portal concept and
large-scale deployment based on transparency and Web
2.0 philosophy in public administration, fully backed
by a policy-driven political strategy focused on an
integrated citizen-centric approach.
IAS
Integrated aid system (IAS)
Contact details: EMCANTA, S.L.
[email protected]
www.emcanta.es
IAS allows for the management of aid corresponding
to the Common Agricultural Policy, the European
Agricultural Guidance and Guarantee Fund and the
European Regional Development Fund in the regional
government of Cantabria. It gathers and validates the
applications interactively through the Internet, thereby
totally eliminating the manual exchange of data.
IB-ONLINE.
Telematic Transactions Web Portal for the
Government of the Balearic_Islands
Contact details: Government of the Balearic Islands
[email protected]
www.caib.es
IB-ONLINE is a new tele-management platform that
enables citizens and companies to interact with the
public authority by means of specific telematic services.
It enables users to fill in intelligent application forms,
attach electronic documents, etc., by using digital
signature and telematic registry capabilities.
IDERIOJA
Spatial Data Infrastructure, Government of
La Rioja
Contact details: Gobierno de La Rioja (Agencia del
Conocimiento y la Tecnología)
[email protected]
The main objective of IDERioja is to design the corporate
administration of spatial data by means of Oracle Spatial
and its use in geographical and management applications.
This data model, designed as a relational database, makes
access to geographic information universal, enabling full
access to spatial data.
INFOHEALTH
Information is Health
Contact details: Consejería de Salud, Junta de Andalucía
[email protected]
www.juntadeandalucia.es/salud/principal/
The aim of INFOHEALTH is to develop a system that
allows the general public to access multimedia healthcare
information via different media, such as the Internet, 3G
mobile phones, hospital television networks and digital
television. Emphasis is placed on providing quality
checked and validated healthcare information in an
organised manner on demand.
Konpondu
New channels of public participation in
peace-making
Contact details: Basque Government
[email protected]
www.konpondu.net
Konpondu aims to promote direct online and offline
channels of participation, enabling all local citizens
to convey their contributions and proposals to
institutions and political parties. As a consequence of
this programme, over 20,000 opinions and proposals
were received, and more than 1.2 million website hits
were registered.
Submissions
Madrid-p
Madrid Participa: citizens’ eConsultations in
the city of Madrid
to use eAdministration and general architecture
applications, and provides for various levels of security
and confidentiality.
Contact details: Madrid City Council
[email protected]
SIGIA
Principality of Asturias Government Archive
Management and Information System
Madrid Participa is an efficient instrument used to
increase citizen participation in the decision-making
process in the City of Madrid. Its approach of using
secure eVoting technology in parallel with the paper
channel enables the city council to carry out more
convenient and user-friendly consultations while
avoiding the costs of a traditional vote.
Contact details: Gobierno del Principado de Asturias
[email protected]
www.asturias.es
MPVP
MultiPKI Validation Platform for eID and
eSignature Services
The SIGIA system was conceived as part of an integrated
system of administrative production, which covers the
complete documentary cycle. This model entails the
incorporation of new systems: traditional systems that
work with mixed systems of administrative management
and working with paper and electronic records, along
with full digital systems.
Contact details: Ministry of Public Administrations
[email protected]
www.map.es
SIMAC
Integral and Multi-Channel Citizen Service
System
MPVP: in order to promote eGovernment and
encourage the use of the new citizen eID Card, a
MultiPKI Validation Platform has been set up to provide
free eID services for eGovernment applications. These
eID services are applicable to all the qualified electronic
certificates issued by all accredited certification service
providers in Spain.
Contact details: GENERALITAT VALENCIANA
[email protected]
www.gva.es
OROM
OROM - A new way to manage building work
permits
SIMAC is a project that includes several performance
lines with a common objective: to achieve intelligent,
interconnected, integrated, efficiency and high quality
administration focused on the citizen. It receives more
than 10 million information requests annually through
different channels and about 19 million visits to its
different websites.
Contact details: Barcelona City Council
[email protected]
www.bcn.cat
SumaTech
Collaborative technology in local tax
administration: the case of Suma-Alicante
OROM is a multi-channel integrated solution to
manage permits for building works in Barcelona. It
represents a complete re-engineering effort, including
changes in legal, organisational, staffing, process and
system issues. In most cases, the new system has
reduced the time to obtain licences from months to
minutes.
PETM-BCS
Public Electronic Tendering Model of the
Basque Country (Spain)
Contact details: Basque Government
[email protected]
www.contratacion.info (See English version: http://
www.ogasun.ejgv.euskadi).
PETM-BCS: the Basque Government is the first
administration to introduce eProcurement in Spain,
having developed an integral eTendering system for the
entire procurement process. The system is developed
Contact details: Suma, Gestion Tributaria, Diputación
de Alicante
[email protected]
www.suma.es
SumaTech has implemented an efficient system that has
enabled municipalities to improve tax collection rates,
increase access to information for citizens in its offices
and Internet Virtual Offices, and improve the quality
of work by employees through the provision of tools
for the autonomous and complete solution of taxpayer
problems.
UGUMU
Ubiquitous Government in the University of
Murcia
Contact details: University of Murcia
[email protected]
www.um.es/atica
UGUMU describes the experience of the design and
development of electronic government infrastructure
and applications. Students, teachers and staff can use
these government services in person (face-to-face) or
from a computer. Services were developed with the aim
of improving internal management, offering added-value
services and interoperating with other governments.
webEIEL
Web services for the re-use and sharing of
Geographic Information
Contact details: Diputación Provincial de A Coruña (A
Coruña Provincial Council)
[email protected]
www.dicoruna.es/webeiel
webEIEL is a database containing information related
to public infrastructure, facilities and services at the
local level. The launch of webEIEL, which became the
first provincial web mapping site in Spain, made this the
corporate geographic information database, which is
shared with municipalities, other administration bodies
and citizens.
Sweden
ECHOES
Föräldramötet (The Parent-Teacher Meeting)
SAH: Suecia antiqua et hodierna (1660-1715) is an
extensive illustrated work from Sweden’s period
as a great power. The images are often reproduced
in newspapers, periodicals and books. Through
this project, the entire work has been digitised and
catalogued to preserve the original, whilst making it
even more accessible than previously.
SAMi
SAM Internet – electronic application for
agricultural support in Sweden
Contact details: Jordbruksverket
[email protected]
www.sjv.se
SAM Internet is an electronic application system for
agricultural support within the Common Agricultural
Policy, making applications by farmers easier, swifter
and safer. The majority of applications received by the
authorities are almost error-free applications, and thus
save time and resources. About 55% of applications for
agricultural support are submitted electronically.
TPI
The pocket interpreter
Contact details: Child Service and Education Office,
Municipality of Sundsvall
[email protected]
www.sundsvall.se
Contact details: National Post and Telecom Agency
(PTS)
[email protected]
www.pts.se
ECHOES: the parent-teacher meeting is an eService
that enables daily contact among the school, teachers
and parents on easy terms. The development process
has been citizen driven, with the active involvement of
potential users. 87% of those evaluated believe that it
now is easier to get information from school.
TPI: the pocket interpreter is a national communication
service that makes it possible for deaf people using
sign language to communicate with hearing people.
Anybody can call the service, which is manned by
several sign language interpreters located in different
studios in different geographic locations in Sweden, free
of charge.
Net-test
Testing for Chlamydia by using the net
Contact details: Family Medicine, Department of
Public Health and Clinical Medicine, Umeå Univers
[email protected]
www.umu.se/phmed/tillmed/personal/
roger_karlsson2.htm
Net-Test: all inhabitants of the local county can now
order a kit for Chlamydia testing through klamydia.
se. A personal code comes with the kit. The urine test
is performed in the county laboratory and participants
can obtain results by entering their personal code on the
site. So far, all infected people have been treated.
SAH
Suecia antiqua et hodierna Kungl. Biblioteket,
National Library of Sweden
Contact details: [email protected]
www.kb.se
Switzerland
e-CITES
Import/export of endangered live animals,
plants and products thereof
Contact details: Veterinary Office/Species Protection
[email protected]
www.bvet.admin.ch
e-CITES: the CITES Convention regulates the
international trade of plants and animals threatened by
overexploitation. e-CITES is an Internet-based system
with multiple functions, from simple paper-based
applications to highly confidential data management
features for large import/export companies. It reduces
the delivery time of permits to a few hours.
Submissions
eLicensing
eLicensing: Online award of radio licences using
service-oriented eGovernment framework
Contact details: Federal Office of Communications
OFCOM
[email protected]
www.bakom.admin.ch
eLicensing is a service-oriented eGovernment
framework, created with reusable solution models
and reusable services to make the Swiss Federal
Administration’s online services cheaper and more
efficient in the future. eLicensing is an online service
for awarding national radio licences, and is the first
application to use this new eGovernment framework.
GIVA
Geneva Internet Voting Application
Contact details: State of Geneva
[email protected]
www.geneve.ch/evoting
GIVA: the State of Geneva developed, under Swiss
federal guidance, a remote voting application using the
web. Nine official ballots have been organised so far,
including elections as well as referendums. A controlled
voting environment is created by uploading an applet to
voter PCs and reinforcing the SSL channel.
Turkey
ARBAT
Online search and file monitoring services
Contact details: Turkish Patent Institute
[email protected]
www.turkpatent.gov.tr
ARBAT: via this service, patent, trademark and
industrial design databases of the Turkish Patent
Institute have been opened up to the world. In this
way, applications can be searched and monitored by
everybody.
CDB
Child Data Bank
Contact details: Governorship of Istanbul
[email protected]
www.istanbul.gov.tr
CDB was enforced in 2005 after being developed for the
first time by a Governorship Computing Service. The
aim of CDB is to obtain health information on children
who have been benefiting from services to protect them
from being forced to work and live on the street and face
abuse of all kinds.
eMIA
eMinistry of Interior Affairs
Contact details: Ministry of Interior Affairs
[email protected]
www.icisleri.gov.tr
eMIA standardises and speeds up internal process.
It makes eGovernment more efficient, procedures
are easily set up, and it makes it easier to integrate
electronic forms and delivery forms and easier to access
information stored in electronic files. eMIA thus saves
costs, time, personnel and archiving.
EMK
eMunicipality in Kadikoy
Contact details: Kadikoy Municipality
[email protected]
www.kadikoy.bel.tr
EMK: it is essential for the Municipality of Kadikoy that
citizens have access to municipal services such as tax
payment, complaint and suggestion forms, eLibrary, etc.,
in their homes, so as to save time and increase citizen
satisfaction. For tax payment services only, 20,000 online
transactions were made last year.
ESV
Eskisehir Software Valley (Eskisehir Yazilim
Ussu)
Contact details: TURKISH INFORMATICS ASSOCIATION
[email protected]
ESV was established to increase the process of
transformation of the City of Eskisehir. The project
supports young entrepreneurs. At the end of the project,
Eskisehir will have a technopark above international
standards and an ESV Young Entrepreneur Training
Centre, which is already in its initial phase.
ETUM
eTransformation in Uskudar Municipality
Uskudar Municipality
Contact details: [email protected]
www.uskudar.bel.tr
ETUM constitutes a sample of the Turkish
eTransformation programme, set up in the scope of
eGovernment strategies in the EU harmonisation
process. During the development process, the system
has been continuously improved and its area of influence
was widened, accompanied by IVR and mobile services.
IL-BIS
Iller Bank Information System
Contact details: ller Bank
[email protected]
www.ilbank.gov.tr
IL-BIS is an eTransformation project, launched to
transform Iller Bank into an eInstitute. The project was
launched to change the institute’s culture, business model
and process, product and services to benefit employees,
citizens and partners by using information technology
effectively. The loans process was accelerated by up to
130 times.
UYAP is an eJustice system that forms part of the
eGovernment project, developed in order to ensure a
fast, reliable, and accurate judicial system. All judiciary
processes and transactions were transmitted in an
electronic environment to improve the functioning of
the judiciary and create an effective judicial system for
institutions and individuals.
PPNMS-TR
Public Procurement Notices Management
System in Turkey
YerelNET
YerelNET - Interactive WEB Portal for Turkish
Local Governments
Contact details: Public Procurement Authority
[email protected]
www.kik.gov.tr
Contact details: Public Administration Institute for
Turkey and the Middle East
[email protected]
www.yerelnet.org.tr
PPNMS-TR is a G2G and G2B web-based application
launched as a sub-component of the Electronic
Public Procurement Platform in order to facilitate
the preparation, submission and publication of public
procurement notices in compliance with the current
regulations on public procurement in Turkey. All public
procurement notices are now handled electronically.
SASF
SASF Joint Data
Contact details: Governorship of Istanbul
[email protected]
www.istanbul.gov.tr
The SASF Joint Data Project makes it possible to
centralise all records on poor and needy citizens
throughout Istanbul and for aid to be delivered through
effective auditing and control. All aid is collected in a
fast and functional data repository. This enables easy and
flexible reporting and a statistics presentation system.
Theme 2 - Participation and transparency
YerelNET is a local government web portal, which
was created in order to collect Turkish data on local
governments. YerelNET is an interactive knowledge
exchange network that serves local civil servants,
academics and citizens without requiring any fees or
passwords. It offers effective and easy access to all sorts
of service delivery. United Kingdom
BIP
Business Improvement Package
Contact details: Department for Communities and
Local Government
[email protected]
www.communities.gov.uk/BIP
TRAMER
Motor TPL Insurance Information Centre
BIP provides councils with strategic guidelines and tools
on ways to improve customer service and addresses a
number of efficiency themes as part of an integrated
model for organisational improvement. It is an active
response to the UK’s Transformational Government
- Enabled by Technology strategy.
Contact details: Prime Ministry of Turkey Undersecretariat of Treasury - General Directorate of I
[email protected]
www.hazine.gov.tr
CIS
UK Department for Work and Pensions
Customer Information System (CIS)
TRAMER ensured uniform implementation in Motor
TPL Insurance and handles a healthy pricing process. It
collects insurance data in a central database and provides
its users with a data query and reporting service. As a
result, the uninsured vehicle rate fell from 31% to 23%. It
is a successful example of government and private sector
cooperation.
UYAP
National Judiciary IT System
Contact details: ICT Department of Ministry of Justice
(Adalet bakanligi)
[email protected]
www.uyap.gov.tr
Contact details: The Pension Service
[email protected]
www.thepensionservice.gov.uk
CIS was created by the DWP. The system migrates
and enriches legacy data, and re-engineers legacy
processing systems to utilise new CIS services. Several
other programmes immediately exploited this new
capability for efficiency saving and provided a platform
for improved customer service. DWP has now launched
Phase 2.
Submissions
CWHIC
Cheshire Warrington and Halton Information
Consortium, Website Deeplinking
Contact details: Cheshire County Council
[email protected]
www.cheshire.gov.uk
CWHIC has created a local area search and A-Z
directory facility for the people of Cheshire, Warrington
and Halton. This joins up local councils, police and fire
services through a single, sustainable shared information
network, providing easier access to citizens and reducing
the administrative overhead of passing enquiries
between authorities.
DigiTV
DigiTV: Government services on DiTV and
mobile
Contact details: DigiTV
[email protected]
www.digitv.gov.uk
DigiTV is a multi-channel technology designed,
owned and managed by local governments for local
governments and partners in the UK. It provides the
public, voluntary and community sectors with the tools
to publish information and offer interactive services via
digital interactive TV, kiosks and mobile phones.
Directgov
Directgov - Transforming digital public
service information
Contact details: Directgov
[email protected]
www.direct.gov.uk
Directgov: the citizen-focused digital channel for
government offers a single point of entry for citizens
to all key government services, information, tools and
transactions through digital TV, mobile phones, and the
Internet. Benefits for departments include reaching a
larger audience and reducing costs. Citizens benefit from
faster government transactions.
e@SY
Contact details: e@SY Connects
[email protected]
e@SY Connects delivers true citizen and business-centric
services whilst simultaneously reducing the demand
on providers of the service (a partnership of public,
private and voluntary sector providers) - a true win-win
scenario. e@SY has made the system more accessible for
all through the delivery of the enhanced service over a
wide range of access channels.
eMS in UK
The eSourcing Managed Service in the UK
Contact details: OGCbuying.solutions
[email protected]
www.ogcbuyingsolutions.gov.uk/esourcing/
esourcing.asp
The objectives of eMS in the UK and its eSourcing
Managed Service is to modernise public sector
contracting through innovative web-based technologies,
thus enabling buyers and suppliers to securely manage
their interactions online. It supports procurement
professionals by offering tools that improve efficiency,
reduce sourcing costs and improve the quality of
sourcing decisions.
eParticip8
eParticipation - European Network for
Democratic Renewal & Citizen Engagement
Contact details: Waverley Borough Council
[email protected]
www.waverley.gov.uk
eParticip8 enables accessible and transparent
communication between government and citizens
through a cost-effective multimedia webcasting system.
The technology is complemented by a comprehensive
methodology, which supports democratic bodies
opening their democratic processes up to the wider
public.
ePS
eProcurement Scotland
Contact details: Scottish Executive
[email protected]
www.eprocurementscotland.gov.uk
ePS offers the Scottish public sector, including central
and local government, a higher and further education
sector, and enables the NHS to make eProcurement
cost savings and increase efficiency. ePS is a hosted
and managed eProcurement service. It is a common
technical platform for all public organisations to use.
MPRB
Managing the Portfolio, Realising the
Benefits
Contact details: Criminal Justice Information Technology
[email protected]
www.cjit.gov.uk
MPRB developed and implemented an integrated
suite of repeatable processes for investment appraisal,
portfolio prioritisation and benefit management. The
approach encompasses financial and economic analysis,
active portfolio management and capturing all forms of
value. The benefits of the CJS IT programme are forecast
to be in excess of £ 2.6 billion.
NeAT
Newham Advanced Telecare
Contact details: London Borough of Newham
[email protected]
www.newham.gov.uk
NeAT operates in two related EU policy contexts: ICT
in ageing and digital inclusion. It is the largest assistive
technology implementation in England, with some
3,000 users. Financial benefits net of costs are on target
to reach € 6 million a year by 2010 and all users report a
significant improvement in their quality of life.
OST
One Salford - Think
Contact details: Salford City Council
[email protected]
www.salford.gov.uk
OST: One Salford offers world-class customer service for
residents, with other partner organisations to provide
new services based on customer needs, and not the
providers’ convenience. This project has transformed
Salford through unique services, e.g. flu jabs, partnership
working, innovative services, e.g. Tellytalk, and a home
working project.
RTI
Real Time Passenger Information - The Rural
Dimension
Contact details: Argyll and Bute Council
[email protected]
www.argyll-bute.gov.uk
RTI: the Regional Transport Partnership and the
local authority wanted to provide better information
to passengers to improve confidence in services and
increase patronage levels. They wanted to encourage
more people to use public transport and introduced the
first real-time passenger information system on a longdistance coach service in Scotland.
SCIGATEWAY
Secure Electronic Clinical Messaging in
NHSScotland
Contact details: Scottish Executive eHealth
[email protected]
www.ehealth.scot.nhs.uk
SCIGATEWAY uses web-based technology to securely
transmit patient-centric clinical messages between
healthcare locations, building on national XML
messaging and data standards to generate, transmit
and receive structured messages and integrate disparate
computer systems.
TATS
Transforming Access to Services in Local
Government
Contact details: Newport City Council
[email protected]
www.newport.gov.uk
TATS encompasses a multi-channel contact centre,
a centralised face-to-face contact centre and online
interaction via the web utilising a common and integrated
technology platform. The award-winning contact centre
is seamlessly integrated with back office functions and
handles in excess of 500,000 contacts per annum.
TDT
Better choices for how and when to travel in
Britain
Contact details: Transport Direct team
[email protected]
www.transportdirect.info
TDT: Transport Direct is the world’s first national
online journey planner that allows users to get both
car and public transport door-to-door journeys and
compare which option is quicker or cheaper for them. A
comparison of the CO2 impact of using a car with that of
taking public transport is also given.
S.E.M.P
Swindon Electoral Modernisation Programme
Triple C
‘Connect to your Council’ Campaign
Contact details: Swindon Borough Council
[email protected]
www.swindon.gov.uk
Contact details: Department for Communities and
Local Government
[email protected]
www.communities.gov.uk/takeup
S.E.M.P. uses ICT to enhance participation and
transparency through a multi-channel, multi-language,
‘vote anywhere’ election that combines paper ballots
with interactive ICT features, including online citizen
feedback, SMS and e-mail reminders, and Internet and
telephone voting.
Triple C: the local authority sector ‘Connect to your
Council’ marketing and communications campaign is
designed to increase the number of citizens experiencing
the improved public services that eGovernment can
bring and the efficiency of service delivery through the
optimisation of web-based self-service.
Submissions
UKOLM
ePetition
ePetition
Contact details: Department for Education and Skills
[email protected]
www.dfes.gov.uk
Contact details: Prime Minister’s Office
[email protected]
http://petitions.pm.gov.uk
UKOLM: UK online centres support communities and
regions in economic development and regeneration and
provide outreach to the socially excluded by providing
them with support and skills that build independence.
The network provides community ICT access to close
the digital divide.
ePetitions enables citizens to create and sign petitions
on the Prime Minister’s own site and expect to receive
a response direct from the government addressing
those specific issues and spelling out what action the
government intends to take.
VOICE
VOICE of the community
Contact details: ICELE
[email protected]
www.icele.org
VOICE is a national directory of community groups in
the UK and robust content management system with
built-in eDemocracy tools. It is built on open-source
code and allows local authorities to host their own
portals and subsequent community group pages at very
low cost.
WEBTECH
Transformational improvement in clinical
practice using wireless-enabled bedside
technology
Contact details: Oxford Radcliffe Hospitals NHS Trust
[email protected]
www.oxfordradcliffe.nhs.uk
The main purpose of WEBTECH is to improve patient
safety during blood transfusion by ‘re-engineering’ the
transfusion process through the use of barcode patient
identification and bedside handheld computers, to make
it easier for staff to ‘get it right, first time, every time’ and
providing end-to-end control.
Zanzibar
Zanzibar - The Strategic Public Sector
eProcurement Solution
Contact details: Office for Government Commerce
[email protected]
www.ogc.gov.uk
Zanzibar has been developed by ProcServe to deliver
a world-leading eProcurement transformation system
and programme. Zanzibar has enabled public sector
bodies to make process savings of £ 41 per procurement
transaction. It has created and delivered a change
management framework to enable buyers and suppliers
to maximise their benefits.
European eGovernement Awards 2007 / Exhibition stands
Index / Finalist by theme and exhibition stands
For location of exhibitors please consult stands on map (see p.120)
Stand
Name of case
A01 A02 A03 A04 A05 A06 A07 Information Centre and Business Creation Network for Private Limited Companies
Jekabpils City Council Information Centre Residential and Business eServices Évora Distrito Digital - Évora County Digital Project
The National Programme of Computer Literacy
35 local governments from three countries sharing one GIS infrastructure
Formulaires en ligne- Online Forms
Page
Stand
Name of case
A15 A16 A17 A18 A19 A20 A21 A22 A23 A24 A25 A26 Internet voting in Estonia
Mypage Self-service Citizen’s Portal
Madrid Participa: citizens’ eConsultations in the city of Madrid
Virtual Cities.... over one thousand words
ePetition e-Citizen Charter MEPA eApplications Donegal Online Planning Services
Gencat: mass-scale deployment based on transparency and web 2.0
13
14
15
16
17
18
19
Page
Theme 3. Social impact and cohesion Stand
Name of case
A08 A09 A10 A11 A12 A13 A14 Multi-channel Citizen Service Centres
Multilingual Infobank - website for immigrants
Besancon.clic
Connect Project
eGAIANIMA, cohesion in education: pupils, parents, teachers and administration
Equal Access to Information through Digital Library Service
Stand
Name of case
A27 A28 A29 A30 A31 A32 A33 A34 A35 A36 A37 A38 A39 A40 Transforming Access to Services in Local Government
Speed up the publication of notary acts through SOA platform
Integrated electronic declaration and one-stop-shop for foreign workers
Import/export of endangered live animals, plants and products thereof Consulting your personal data in the National Register
Innovative e-Identification and Registration of farmed animals in the Netherlands
Integral and Multi-Channel Citizen Service System
The Norwegian national portal for geographic and
environmental information services
Company Registration Portal - Create Your Own Company in 12 minutes
Spatial Data Infrastructure, Government of La Rioja
23
24
25
26
27
28
29
30
31
32
33
34
Page
37
38
39
40
41
42
43
Page
47
48
49
50
51
52
53
54
55
56
57
58
5
9
60
A41 A42 A43 A44 A45 A46 A47 A48 A49 A50 A51 A52 The Flemish Infoline
PloneGov
SAM Internet - electronic application for agricultural support in Sweden
Directgov - Transforming digital public service information
German Administration Services Directory Online Police Station
Integrated Title Registration Information System
Electronic search and filing on Portuguese IP system
Hosts and sponsors by exhibition stands
S01 S02 S03 S04 S05 S06 S07 S08 S09 S10 S11 S12 116 | Exhibition Catalogue
CRITICAL SOFTWARE
HP
MOBICOMP
SAMSUNG
IBM
CISCO
NOVABASE
STAND PORTUGAL
UNYSIS
ADOBE
ACCENTURE
EUROPEAN COMMISSION STAND
61
62
63
64
65
66
67
68
69
70
71
72
Index / Finalists by alphabetical order and exhibition stands
Name of case
Stand
35 local governments from three countries sharing one GIS infrastructure
Besancon.clic
Company Registration Portal - Create Your Own Company in12 minutes
Connect Project
Consulting your personal data in the National Register
Directgov - Transforming digital public service information
e-Citizen Charter
eGAIANIMA, cohesion in the education: pupils, parents, teachers and administration
Electronic search and filing on Portuguese IP system
ePetition
Equal Access to Information through Digital Library Service
Évora Distrito Digital - Évora County Digital Project
Formulaires en ligne - Online Forms
Gencat: mass-scale deployment based on transparency and web 2.0
German Administration Services Directory Import/export of endangered live animals, plants and products thereof
Information Centre and Business Creation Network for Private Limited Companies
Innovative e-Identification and Registration of farmed animals in The Netherlands
Integral and Multi-Channel Citizen Service System
Integrated electronic declaration and one-stop-shop for foreign workers
Integrated Title Registration Information System
Jekabpils City Council Information Centre Residential and Business eServices
Madrid Participa: citizens’ eConsultations in the city of Madrid
MEPA eApplications
Multi-channel Citizen Service Centers Multilingual Infobank - website for immigrants Mypage Self-service Citizen’s Portal
PloneGov
SAM Internet - electronic application for agricultural support in Sweden
Spatial Data Infrastructure, Government of La Rioja Speed up the publication of notary acts through SOA platform
SPT - our future is today
The National Programme of Computer Literacy The Norwegian national portal for geographic and
environmental information services
Transforming Access to Services in Local Government
Virtual Cities… more than thousand words
Page
A06 A10
A39
A46 A12 A34 A41
A51 A30 A45 A22 A24 A20
A13 A29 A28
A52 A19 A14 A03 A07 A26 A47 A33
A01
A36 A37 A49 A32 A50 A15 A02 A17 A21
A08
A09
A16
A05 A48
A35 A42 A43
A40
A31
A44
A23 A04 18
39
59
66
41
54
61
71
50
65
30
32
28
42
49
48
72
27
43
15
19
34
67
53
13
56
57
69
52
70
23
14
25
29
37
38
24
17
68
55
62
63
60
51
64
31
16
A38 A27 A11 A25 A18
58
47
40
33
26
Venue map and layout of the Exhibition
Presidência do Conselho de Ministros
Secretaria Geral
Address:
Rua Professor Gomes Teixeira
n.º 6 - 5.º Andar
1350 - 265 Lisboa
Portugal
E-mail:
[email protected]
Telephone:
+351 213927942/66
Contact:
Telephone: +32 (0)2 296 17 40
European eGovernment Awards 2007 Exhibition Catalogue
2007
4TH MINISTERIAL
LISBON

European eGovernment Awards - Donau

Transcription

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