10 juni 2013

1. It takes twoto tangoDigitale dienstverlening die past bij de digitale vaardigheden van burgers 10 juni 2013

2. Voorbeeld: “Ik ben werkloos, wat nu…?”

3. It takes two to tango

4. Digitale dienstverlening die niemand uitsluit: How does Denmark succeed? Morten Meyerhoff Nielsen Digitaal 2017: zijn burgers en overheid klaar voor? PBQL, Den Haag, The Netherlands 10 June 2013

5. Background information What influences Denmark and borger.dk?

6. Users are online! 84% of 16-89 year old Danes are online every week 65% of 16-89 year olds Danes have submitted information or otherwise communicated with the public sector online in the last 12 months 1+ BILLION CITIZEN TRANSACTIONS WITH DIGITAL SIGNTAURE NemID SINCE INCEPTION (MID-2011) 75% of 16-89 year old Danes have looked for information on government sites in the last 12 months  3.7 MILLION DANES HAVE ACTIVATED THEIR DIGITAL SIGNATURE NemID 49% of 65-89 year old Danes are online every week

7. Danish studies show that: 85% of Danes (in 2007) want to serve themselves online, as long as the solutions are user-friendly 10-15% of the citizen service took place digitally (in 2010) Studies also show that average € cost of service provision is: Source: KL, 2011. € 1 equal to DKK 7.44 on 30/11/2011

8. Potential and realisation Large untapped potential: 2 to 3.75 times cheaper to provide services online compared to other channels discrepancy between supply and demand To realise this potential borger.dk: mandatory, user-centric and personal digital communication target users and optimise channel strategies encourage user take-up by combining personal, relevant and current content, data and service cross-governmantal cooperation, joint development and reuse of content, data and infrastructure

9. Benefit realisation a logical must

10. Three tracks addressing key challenges

11. Reform and cost savings • C. € 400 million (off € 670 million) in annual savings through efficient digital communication with citizens and businesses • Focus on implementation and benefit realisation in central government, regions, and municipalities • Digital automated service delivery

12. Three key questions: How can personalisation facilitate greater efficiency in public sector service provision? How can personalised and user-centric public services increase citizen satisfaction? How can we use ICT to achieve our objectives?

13. Background information What is borger.dk? What is the role of the portal?

14. Borger.dk is: • a joint government initiativ • funded by all levels of government • 40% national • 20% regional • 40% local • empowered with a budget of c. € 6.3 mil. • a business case of • € 7.6 to € 14.9 mil. • directed by a cross-governmental board • a key player in eGovernment Strategies NATIONAL REGIONAL LOCAL

15. Borger.dk is: Power of attorney Mobile Digital post OPIS DB NemID SSO Address DB MyPage Article import Local content Maps

16. A key enabler for (mandatory) online self-service

17. The good user experience How does Denmark and borger.dk support well-functioning, user-friendly content and selfs-service?

18. Digital communication: Initiatives and projects • Legislation • Mandatory use of eGovernment services • Mandatory digital post • Local implementation • Implementation of self-service in four phases • Implementation of Digital Post • Implementation of a concept for help and support • Economy and analysis • Business case for the transformation proces • Help and communication • Centralised co-ordination, devl. and communication: • A concept for help and support; • Mandatory digital communication towards citzens • Infrastructure • Operation of a central infrastructure • Power-of.attorney component” • Digital Post • Mobile digital signatures, etc.

19. Legislation, communication and user-friendliness Legislation, channel- strategy, communication ensure volume volume incentive to invest in eServices ROI User-friendliness underpin choice and volume eServices volume of information request

20. All roads lead to action INFORMATION SELF-SERVICE DATA

21. A popular place (visits per month) 73.9% think borger.dk radiates a positiv image + 68.9% think that the quality of borger.dk content is high + 79.2% think that borger.dk texts are written in a clear and easy to understand language Source: Din mening tæller! 1/7/2011 – 11/07/2012

22. 17 most popular topics 11. Senior cizens (3.034) 1. PENSION (26.149) 6. Health (11.983) 7. Transport (10.993) 12. Police, courts, defence (2.073) 8. Society and rights (5.164) 13. Money and insurance (1.961) Popularity of topics vary and very seasonal Source: Borger.dk statistics 2. HOME AND ADDRESS CHANGE (24.388) 14. Environment and energy (1.959) 3. ECONOMY, TAX, STUDENT LOANS (21.894) 15. Foreigners in Denmark (1.693) 9. For youth (4.530) 4. FAMILY AND CHILDREN (18.112) 10. School and education (3.427) 16. Danes abroad (1.587) 17. Handicap (1.457) 5. WORK, UNEMPLOYMENT BENEFITS, LEAVE (17.075)

23. Well-functioning and user-friendly eServices Requirements incl.: Short and precise formulations – no thanks to ”burocrathic language” Logic and intuitive, graphical design Access to help Summary of all entered data before submission Functions in major browsers Receipt Reuse of data and components WCAG 2.0 AA http://arkitekturguiden.digitaliser.dk/godselvbetjening • And what do we do to secure it? • Screening of existing eServices • Status reporting related to mandatory eServices • Development guide for well-functioning eServices • Information and advise to authorities and it-developers • Re-vamped borger.dk • Joint communication, it-skills development and it-assistance

24. Joint campaigns Multiple channels eg one-stop-shops, libaries, senior citizen centres, daycare, tv, web Multiple tools eg tv ad, fliers, posters, web-banners marketing pack for reuse Clear corporate identity ie use of logo, common look-and-feel Targeted ie channels, tools and style targeted to specific audiences On message ie what can you do on borger.dk what services are available • Web - www.borger.dk • Campaign section -http://goo.gl/dcIV3 • TV ad - http://goo.gl/JXDEk

25. Supporting those who can’t 166,000 senior citizens online since 2010 About 350,000 who need help An assistance plan – mainly seniors and youngsters Help when showing-up in person + calling on the phone Special needs services Competency development Better eService solutions 13 September 2012 – Seniorsurf… Positive support from the disabled Important co-operation with organisations representing the elderly population

26. Most popular services NemID & DIGITAL POST – CITIZENS 19.59 million public sector NemID logins Jan-March 2013 22.7% of population have Digital Post 3.4+ million have e-Boks 4+ million digital letters to Digital Post Jan-March 2013 Source: www.digst.dk 27/05/2013 Other popular services incl: Digital post, tax returns (simple), reporting of rodents.

27. Personalisation and MyPage For a tour of the borger.dk MyPage visit: http://prezi.com/ib3e4w-00r1r/my-page-tour-proactive-personal-and-mobile/

28. Reherse and repeat the storyline for digital transition: create trust! Preparing the target audience: Transformation from a physical to a digital reality ICT competencies and social challenges Understanding language and concepts (eg youth vs seniors) Consolidating and giving citizens one entry: The portals, user-centric and user-friendly design, personalisation and standardisation of eService design (recognisability) The use of common public sector eGovernment components Campaigns and collaboration across government levels and stakeholder groups Consolidation of registers and core data etc. Some lessons learned

29. For further information Morten Meyerhoff Nielsen Mobil: +45 4078 7065 Mail: meyer@digst.dk LinkedIn: mortenmeyerhoff Twitter: @mortenmeyerhoff Digitaliseringsstyrelsen Landgreven 4, Postboks 2193 1017 København K DENMARK Telefon: +45 3392 8000 Mail: digst@digst.dk Web: www.digst.dk og www.borger.dk