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Bringing the benefits of ICT enabled Public Services to Socially Disadvantaged Groups through improved Service Deliver

INCLUSIVE eGOVERNMENT BXL 13 October 2010. Bringing the benefits of ICT enabled Public Services to Socially Disadvantaged Groups through improved Service Delivery Channels. Inclusive eGovernment RATIONALE. WHAT ~1/3 EU population (150M) in need for social support

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Bringing the benefits of ICT enabled Public Services to Socially Disadvantaged Groups through improved Service Deliver

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  1. INCLUSIVE eGOVERNMENTBXL 13 October 2010 Bringing the benefits of ICT enabled Public Services to Socially Disadvantaged Groups through improved Service Delivery Channels

  2. Inclusive eGovernmentRATIONALE WHAT • ~1/3 EU population (150M) in need for social support same 1/3 use eGovernment/public services the least same 1/3 huge impact on Governments economies and society at large • Socially excluded Groups are fragmented have complex and multiple needs live in different environments(social/economic/geographical/cultural) • ServicesDelivery 80% of social services is delivered locally delivery is based on complex and mixed value chains (public/private = public local administrations, NGOs, charities, civil organizations, volunteers, etc.)

  3. Inclusive eGovernmentRATIONALE 2 WHY: Promote and support social inclusion By improving access to public services from socially excluded groups WHO = Socially Disadvantaged Citizens Intermediaries engaged in the delivery of social services (Public Administration. Local Authorities, Third sector, Users associations, Private sector, etc.) HOW = by Maximizing efficiency and effectivenessin service delivery by e.g.: • Improving ICT tools/processes/protocols(within delivery chains) • Developing newservice delivery profiling(e.g. flexible, personalized, combined, based on multichannel approaches) • Applying sustainable business models(for P.P.P., social contracts and alliances in service delivery)

  4. Inclusive eGovernmentFocus ACTORS: • Intermediaries and stakeholdersengaged in the delivery of social services e.g. Public Administration. Local Authorities, Third sector, Users Associations, Private sector, etc. SECTORS and target Areas • Social: Elderly, Disabled, Immigrants, MYP, Homeless • Economy: Job Opportunities • Education: Formal/Informal, learning and vocational training

  5. Inclusive eGovernmentInstruments • Mainstreaming through Coordination, partnership, leaderships at National and EU level • Pilots, studies, Models and reference frameworks for Sustainable Models • Creation of Communities of Practice: Sharing of efforts, models, frameworks and BPs, etc.

  6. Inclusive eGovernment& the DAE In line with Key Action 10 Digital Agenda for Europe and in support of digital literacy and competences as a priority for the European Social Fund regulation 2014-2020

  7. Inclusive eGovernmentEU Pilot actions ADD-ME! Network • Federate Communities of Users and Practices • Map and Coordinate Stakeholders • Identification and Replication of BPs CEMSDI • ICT skills/Digital Literacy • Capacity Building of POs • DLA (Digital Local Agenda) • Multichannel Delivery eGov4U • Models and Strategies • Multichannel Delivery • Replication & Deployment Inclusive Public Services Key Enablers: • ICT Skills/Digital Literacy of POs • Empowerment/Capacity Building • Multichannel Service Delivery • eAccessibility of P..WSs • Framework Models • Coordination eGOS • Vocational eGuidance • Empowerment of Intermediaries • Multichannel Delivery & O.S. DIEGO • eAccessibility e Scalability of Public Web Sites • BP models replication • Multichannel Delivery MCeGOV studyReference Frameworks for Sustainable Models End USERS =Socially Excluded(e.g. Elderly, Unemployed, Immigrants, youngsters, etc) Public Officials and Intermediaries

  8. Inclusive eGovernment : examples • I’m Dirk, I’m from Belgium. I worked … • 20 years in Belgium • 5 years in France • 6 years in Luxemburg • I came back to France and I’m aboutto retire in the south of France • How do I get my pension rights? A citizen & ageing perspective (1)

  9. Inclusive eGovernment : examples A citizen & job perspective (2) • I’m Lena from Sweden and I face difficult times ahead • My contract ends in 2 weeks • I have no savings • I live on my own with 2 kids • Can I get any social support? • How in my remote village?

  10. Inclusive eGovernment : actions Dirk will use his Belgian eID to apply to the pension rights portal and he is a few clicks away from getting his pension rights from 3 countries at once! Lenais be able to work though a single access point in her local municipality to apply for her benefits. She is also able to access regional training programs, municipal housing schemes and examine cross-national employment schemes.She is supported by a local employee and linked to a knowledge system interconnecting administrations in Sweden and Denmark

  11. Inclusive eGovernment EUROPEAN COMMISSION DG INFSO ICT Addressing Societal Challenges « ICT for Inclusion » Contact for Inclusive eGovernment: Marina Manzoni marina.manzoni@ec.europa.eu Tel: +32-2-2968028 Fax: +32-2-2961740

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