eGovernance Workshop on Citizen Advanced Relationship Management and

1. eGovernance Workshop on Citizen Advanced Relationship Management and Setting Processes for Electronic Signatures Prato Monday 5 March 2007 Giovanni Caligo, KPeople Ltd

2. MAP MAP has been a success story in the IST programme during FP5. The IST project ended in May 2004 and released a pre-industrial system to support eGovernment processes in the interaction between civil servants and citizens. MAP has been also a success in the eTen framework during its Market Validation phase, where it was also tested in a new environment: emergency, considering interactions between fire fighters in new and uncommon situations.

3. MAP Objectives • MAP supports employees of the Public Administrations during their interactions with citizens. • MAP redefines the weight of the public employees directly in contact with citizens. • A move from a centralized knowledge management (generally not in the hands of people holding the knowledge to be managed), to a decentralized and citizens-oriented vision that sees the front-office operators as the most important actors in the care of citizens needs and in the process of knowledge generation and exchange.

4. MAP Objectives • MAP helps and supports the employees in public offices while searching useful information in the shortest and most easy possible way (the use of voice recognition goes in this direction). • Flexibility in the management of knowledge as well as its retrieval and reuse, for dealing with the continuous changes of the environments. • MAP aims to reduce the stress load of the front-office operator by creating a unique and complete comfortable virtual environment.

5. Pilot sites Experimental and piloting sites since the platform beginning were: in France, Italy, Hungary, Poland and Sweden. Different contests such as five Citizens Relationship Offices in: Roma (IT), L’Aquila (IT), Livorno (IT), Périgueux (FR), Boulazac (FR), Sokolow Podlasky (PL), Szigetszentmiklós (HU) and Luleå (SE). Furthermore, in a emergency environment in Padova Fire Brigade Command (IT).

6. Acknowledgements During its life MAP received on the end of the research phase a prize in May 2004 as one of the best 100 e-government application for the Public Administration during the Italian Forum for Public Administration. During the Market Validation phase MAP was awarded as “project of the month” of the eTEN Programme, in November 2005.

7. MAP pathway to deployment MAP has already gone through: • Phase I (R&D): IST FP5 research project, where "initial conception and research that results in a pilot or prototype service" were carried out. • Phase IITrans-European Market Validation: eTEN project, where "a prototype or technically mature service is tested in the market and a deployment plan and report is prepared prior to a decision to deploy". • Now Phase III Trans-European Initial Deployment eTen project starts: MAP services are launched and reach the market, towards Full Deployment (Phase IV). Preparatory phases for the deployment of an e-service

8. MAP IST 34001 (Phase I) MAP started in 2002 as an EC co-funded IST Research Project. Partners in the Consortium were: Siemens Informatica (IT) Aquitaine Europe Communication (FR) Ancitel (IT) Conseil General De La Dordogne (FR) Ministero dell’Interno (IT) Atlantel Multimedia (FR) Regione Lazio (IT) Oulu Polytechnic, Institute of Technology (FI) France Télécom (FR) Stowarzyszenie Miasta w Internecie (PL)

9. MAP eTEN Market Validation 517423 (Phase II) The eTEN Market Validation project started on 2004. Partners in the Consortium were: Siemens Informatica (IT) Livorno Municipality (IT) Vodafone (UK) Sokolow Podlaski Municipality (PL) Luleå University of Technology (SE) Italian Ministry of Interior (IT) University of Trento (IT) Szigetszentmiklós Municipality (HU)

10. MAP eTEN Market Validation517423 (Phase II) • Validated Map Services from a commercial point of view. • Assessed market approaches. • Obtained user feedback. • Strengthened IST technological outcome. • Exploited Map's approach across different countries and organizational models taking into consideration the European diversity.

11. MAP eTEN Initial Deployment 046257 (Phase III) Partners in the Consortium are: 1. Siemens Informatica (IT) 2. Aquitem (FR) 3. Conseil Général de la Dordogne (FR) 4. Regione Lazio (IT) 5. Comune di Livorno (IT) 6. Malta Transport Authority (MT) 7. Ministero dell'Interno (IT)

12. MAP Objectives An environment supporting Public Administrations' employees while citizens contact them (on the move, on the net, face to face , trough a call centre, trough a portal, etc). MAP analyses queries and immediately helps the employee providing shortcuts to solution. MAP’s main components are: • Software agents ("sniffer"), analysing what is going on during the interaction. • An expert system, managing the support to the employee. • A multi-channel interaction interpreter: • Starts from a semantic analysis. • Identifies the main issues addressed. • Provides the activation inputs to the MAP engine. • Sniffs the knowledge treated and passes it to the expert system. A second agent analyses the way the employee navigates the in house information system and collects data. Roberto d’Alicandro

13. Innovation • A leading edge voice recognition device digitally converts the query; this text is the input for the Interaction Interpreter. • e-mail, Sms: when an e-mail or an Sms is sent to the Administration, Map provides an answer through the same channel. • Internet browser: the employee interacts directly with MAP Natural Language Interface using an Internet Browser. • Fax/letter: OCR tools obtain digital coding of citizen’s request. MAP is a low-cost platform for multi-channel communication, easily applicable in the Public Administration environment: The Interaction Interpreter, based on semantic analysis, understands the meaning of a text. • Natural Language Interface (NLI) • Document Retrieval Agent (DRA) • Knowledge Extraction Engine (KEE) • Knowledge Indexing Agent (KIA) Roberto d’Alicandro

15. Classifying the MAP platform is not a simple task because the system is complex and MAP components cover more than one domain. Fields in MAP domains

19. Innovation MAP integrates a leading edge Speech Recognition and an existing Linguistic Engine. Natural Language Interface applied to the interaction system, allows seamless communication and activates the knowledge agent. Knowledge crawling and capture: • Catch implicit knowledge. • Provide shortcuts to its KB or existing ones. The Document Retrieval Agent extracts linked documents from the Intranet or Map own structured knowledge base and passes these links to the Knowledge Extraction Engine. This module is responsible to extract the knowledge and then to build the proposed short cut.

20. Innovation The Knowledge Indexing Agent organizes information in a problem-solution format (Subject-Action-Object). Categories of similar problems are categorized together and an easy access to their common solution is obtained simply indicating the effect (i.e. MAP understands immediately how to get a visa and the corresponding knowledge indexes are pointed immediately). A Collaborative Agent (MCA), based on existing XML workflow tools, manages the workflow needed “to feed” the Map structured knowledge base with all the solutions that can be categorized as “best practices”. If Map is able to point directly to the solution of a problem collecting useful information from the intranet, this could be added to the Map knowledge indexes under the supervision of the “Service Manager”.

21. Potential for Innovation The next web generation will be the so called “Semantic” web. Public Administrations are going to use Internet technology extensively. The introduction of a semantic approach within Public Administration offices will give tremendous momentum to the innovation process of their applications, at the same time preserving all the existing legacy systems. A very innovative issue: • Approach based on grouping similar information for quick access in a problem-solution format. • Integrating these technologies and vocal recognition devices, it is possible to have a positive impact within Public Administrations.

22. Innovation in Business Process MAP proposes the following innovations to support employees giving services to EU citizens while they ask for information regarding bureaucratic processes: • Problem-solving approach using extremely innovative semantic analysis technology and Knowledge Management engine. • Multi - channel mobile access to Internet specific portals with friendly – natural language user interfaces. • Centralized, country–dependent, continuously updated knowledge bases supporting employees or citizens while they manage local authority global information across all involved Public Authorities portals or offices.

23. Technology Innovation • Internet specific portal MAP Internet portal provides extremely user-friendly delivery of content information gathered from the knowledge-based engine and operates as a centralized, continuously updated service centre. Use of knowledge indexes increases knowledge transfer and accelerates automatic generation of specific structured knowledge bases referred to EU administrations. • Communication devices Web-phones, PDA devices, UMTS – terminals, etc MAP supports user-friendly Natural Language Communication between EU citizens and their Administrations.

24. Contribution to Community Social Objectives Working conditions Workers engaged in providing public services can benefit: • An increase of efficiency and productivity in providing original solution to problems. • A reduction of no useful queue at offices and bureau (a stressful environment). • A reduction of mistakes, due to the extensive use of KM technologies. Employment improving A new figure: the “Service Manager”. He is an "information facilitator" with a complete knowledge of the technologies, of the using body’s legacy system/Intranet and of the services supplied.

25. Awareness of ideal MAP customer • Public Administration, central and local. • The mobile use of MAP perfectly fits for an operative and decentralized organisation in which a central office serves and coordinates territorial decentralized actors (Police, fire fighters, civil protection, social assistants, etc.). • e-Government orientation with citizen–centric attitude. • Online sophistication of public service delivery in the EU is actually at a 65% of the estimated capability. • Alternative products do not offer a integrating package of tools.

26. Focusing On Mobile • The real “plus” showed by MAP is the one given by the “mobile use” in operative organisations. • This new awareness cames up with a relevant component “MAP Contact” that implements the live communication. • An integration between MAP portal and MAP Contact was done. The use of MAP from the Pda is done via the MAP Contact application; MAP web interface is under the control of the afore mentioned application in order to better use all its features: • Search services. • Answer and user interaction services. • Multi-tenant communication provider. • VoIP.

27. Lower need for training MAP is now more easy and understandable, compared to previous BP calculation a dramatic reduction of the training cost has been estimated.

28. Conclusions • Efficiency and efficacy: • The system is stable and positively perceived. • The information retrieved are appreciated. • The use is almost constant. • The individual impact is considered extremely positive. • The organizational impact confirms that the MAP organizational model fit with the existing practices. • The documentation and training are generally perceived. positively but also necessary therefore required .

29. Ministry of Interior Fire Fighter, Rescue and Civil Defence Department

30. MAP in Padova - VVFF Emergency Management • Run-time management of information and data related to a specific event. • Knowledge base and decision support system tool for the Fire Fighters during on-site operations. Fire Prevention • Decision support system tool, to provide assistance and advice to the Fire Prevention operator about rules and regulation in force related to specific issues.

31. The emergency operation centre

32. MAP in Italy with Fire Brigade On-board Computer and MAP Operational HQ Radio UMTS/ GPRS/GSM wireless communication between on-board computer PDA of the FF Radio UMTS/GPRS/GSM Satellite Fireman with a MAP PDA National Co-ordinating Centre

33. MAP starts with: speech to text conversion, semantic analysis and launch the request. Accident in i.e. a chemical factory where a liquid called “EE4927” is burning. Fireman repeats into the PDA microphone the acronym “EE4927”. Simultaneous presence of MAP at the Headquarters in case the fireman team has not the PDA. Crawling at Fire Brigade Legacy system: dangerous material, risky companies, emergency management procedures, etc. Info come back to the PDA and, in case of previous experience, with a summary of what has been already done with “EE4927”. MAP during an Emergency

34. Livorno Municipality

35. Map in Livorno Municipality of Livorno chose to experiment Map in different fields : • Social services, giving information about Municipality in a district of the city called COREA, an area already interested in social cultural requalification processes • Information and Public Relations Office, in front and back office services. • In a project called A safe city (Progetto “Città sicura” ) used by municipal policemen to integrate their technical instruments to better interact with offices.

36. Using MAP… Livorno has found out that: Map is a smart instrument for Public Administration’s communication in different ways: • Inside the Administration, among collegues. • From inside the Administration to outside …to citizens and vice versa. Quickness and user-friendly interface make MAP very useful in situation of drop-out people with difficulties in moving to the city centre to get information and services.

37. Map inside the project“Città sicura” • An integrated project of urban safety • A new model of urban safety governance

38. Project objectives • Complexity: not just crime repression. • Globalism: a global approach to “safety contents”. • Integration: • Co-operation among different municipal offices (use of Map). • Partnership among different local authorities. • Participation: citizens involved in community safety.

39. Actions • Strengthen social and territorial prevention. • Develop community capacity through citizenship education. • Prevent and reduce vandalism. • Help and assist victims of crime. • Bring together: local police, municipal offices and citizens …

40. MAP’s points of strenght • Friendly interface. • Quite, fast and comprehensive answer if all the levels (employee, expert and service manager) work together. • Incremental improvements of the system with the use.

41. Livorno final assessment In the office (CRO) The employees continued to increase MAP database with suggestions and validated answers. On the road • Corea • Found meeting places where it is easier to involve people in the project. • Old women are more interested and available. • Policemen • The project extended its frontiers to the nearest areas. • MAP helped operators in their job.

42. Livorno final assessment

43. MAP Deployment: a multiple pathway • EU Initial deployment project • 25 millions of EUR planned investment • 4.9 millions of co-financing • Evolved scenario • Side initial deployment • Keep pilots alive • Investigate how to get the market “mature”

44. Initial Deployment • Promote MAP services trough their use in the “Try to buy”, approach. • Specific niches identified to focus “non customers” and make competition irrelevant. • Low impact on existing organisation maximised.

45. A simplified exaustive offer • Two clear business models, created around MAP building bocks that could be tuned to find the most suitable service: • In house MAP service provision (with/without ASP). • Outsourced MAP services (ASP).

46. Side deployment strategy • Hungary • MAP consortium is working to keep the pilot alive, waiting for the eGovernment and pricing issues to be assessed. • Sweden • Pilot will be kept alive, while investigation on local potential business models will proceed. • Poland • While pilot will continue to live, local partners will evaluate a deployment pathway have been activated and to asses the local pricing.

47. From piloting to deployment • Piloting: the key opportunity • In each country the former pilot sites will be the starting point for initial deployment. • Countries involved in the new ID initiative could count on a stated commitment from the Public Administration to invest in MAP.

48. Market competition