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The e-Citizen Charter as an Instrument to boost e-Government

The e-Citizen Charter as an Instrument to boost e-Government drs Matt Poelmans, Director, e-Citizen Programme, Netherlands. Topics. e-Government in the Netherlands e-Citizen Programme 2003-2007 e-Citizen Charter: why? e-Citizen Charter: what? e-Citizen Charter: how?.

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The e-Citizen Charter as an Instrument to boost e-Government

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  1. The e-Citizen Charter as an Instrument to boost e-Government drs Matt Poelmans, Director, e-Citizen Programme, Netherlands eGoverment Seminar EIPA-EKDDA Thessaloniki

  2. Topics • e-Government in the Netherlands • e-Citizen Programme 2003-2007 • e-Citizen Charter: why? • e-Citizen Charter: what? • e-Citizen Charter: how? eGoverment Seminar EIPA-EKDDA Thessaloniki

  3. e-Government Policy • Acces (e-Portals, e-Forms, e-Files: MyPage) • Basic Registries (Person, Company, House ..) • Identification & Authentication (e-Signature, CSN, BSN) • Safe exchange (GTP, NORA) • But how about citizen centred e-services? eGoverment Seminar EIPA-EKDDA Thessaloniki

  4. e-Citizen Programme (1) • Independent Platform • Stimulate e-Government from Citizens’ Perspective • Initiative of the Minister of Government Reform eGoverment Seminar EIPA-EKDDA Thessaloniki

  5. e-Citizen Programme (2) • Involves citizens • Advises Government Authorities • Monitors Progress eGoverment Seminar EIPA-EKDDA Thessaloniki

  6. e-Citizen Programme (3) • e-Citizen Panel • e-Government Award • e-Citizen Charter • Research, Partnerships eGoverment Seminar EIPA-EKDDA Thessaloniki

  7. e-Citizen Charter: Why? • Variety of e-Government goals • Indicators are supply oriented • Citizens do not know what to expect • Awareness and take-up eGoverment Seminar EIPA-EKDDA Thessaloniki

  8. e-Citizen Charter: What? • System of quality requirements • Makes e-government tangible • Measures policy outcome • Empowers both citizen and government eGoverment Seminar EIPA-EKDDA Thessaloniki

  9. e-Citizen Charter: How? • Based on research and survey • National e-Government Convention, Dutch Interoperability Framework, OECD • Standard is being further developed • Comply or Explain eGoverment Seminar EIPA-EKDDA Thessaloniki

  10. e-Citizen Charter: standards • Choice of Channel • Transparency Public Sector • Overview of Rights and Duties • Personalised information • Convenient Services • Comprehensive Procedures • Trust and Reliability • Considerate Administration • Accountability and Benchmarking • Involvement and Empowerment eGoverment Seminar EIPA-EKDDA Thessaloniki

  11. 1: Choice of Channel As a citizen I can choose for myself in which way to interact with government. Government ensures multi channel service delivery, i.e. the availability of all communication channels (counter, letter, phone, e-mail, internet) eGoverment Seminar EIPA-EKDDA Thessaloniki

  12. 2: Transparent Public Sector As a citizen I know where to apply for information and public services. Government guarantees one-stop-shop service delivery and acts as one seamless entity with no wrong doors. eGoverment Seminar EIPA-EKDDA Thessaloniki

  13. Drs Matt Poelmans, Director, e-Citizen Programme ICTU Visit: Wilhelmina van Pruisenweg 104 2595 AN The Hague, Netherlands Mail: PO box 84011 2508 AA The Hague, Netherlands Phone: +31708887839 E-mail: matt.poelmans@ictu.nl Internet: www.burger.overheid.nl eGoverment Seminar EIPA-EKDDA Thessaloniki

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