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Citizenlink “ The Missing Link” Matt Poelmans, Director Burgerlink (Citizenlink), Netherlands

Citizenlink “ The Missing Link” Matt Poelmans, Director Burgerlink (Citizenlink), Netherlands. It’s the Interoperablity, stupid!. Every organisation is inventing its customer Satisfaction is about Life events We need modular, not single Solutions. Citizen: the Missing Link.

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Citizenlink “ The Missing Link” Matt Poelmans, Director Burgerlink (Citizenlink), Netherlands

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  1. Citizenlink“The Missing Link”Matt Poelmans, Director Burgerlink (Citizenlink), Netherlands Forum on Future of Democracy, Council of Europe, Madrid

  2. It’s the Interoperablity, stupid! • Every organisation is inventing its customer • Satisfaction is about Life events • We need modular, not single Solutions Forum on Future of Democracy, Council of Europe, Madrid

  3. Citizen: the Missing Link • e-Government is Supply oriented • Too much Focus on Efficiency • Citizen is not only a Customer Forum on Future of Democracy, Council of Europe, Madrid

  4. e-Participation: Mission Impossible? • Involvement in Decision making and Community building • Vulnerability of today’s Internet • Availability is not Empowerment Forum on Future of Democracy, Council of Europe, Madrid

  5. E-Quality for equality • New Design Principles • Citizen’s Rights & Obligations • Quality Standards for e-Inclusion Forum on Future of Democracy, Council of Europe, Madrid

  6. e-Citizen Charter • 10 Quality Requirements for better Performance • Covering contacts for Information, Transaction, Participation • Not Mandatory but Adopted as a Standard • Basis for Measurement Citizen Satisfaction • European e-Democracy Award 2007 Forum on Future of Democracy, Council of Europe, Madrid

  7. Choice of Channel • Transparency Public Sector • Overview of Rights and Duties • Personalised information • Convenient Services • Comprehensive Procedures • Trust & Reliability • Considerate Administration • Accountability & Benchmarking • Involvement & Empowerment

  8. Citizenlink Performance Incentive • Adopt e-Citizen Charter (City Council) • Specify Quality Code (Executive Board) • Measure Citizen Satisfaction (Departments) • Involve Customers (Citizens) • Account annualy for Improvements (Mayor) Forum on Future of Democracy, Council of Europe, Madrid

  9. Citizenlink (ICTU) Office Wilhelmina van Pruisenweg 104 2595 AN The Hague, Netherlands Mail PO Box 84011, 2508 AA The Hague Phone +31708887868 E-mail info@burgerlink.nl Internet www.burgerlink.nl Forum on Future of Democracy, Council of Europe, Madrid

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