e-Community in Iceland

1. e-Community in Iceland

2. Contents: • The digital Iceland • e-Community in Iceland • Preparation • Experience • Customers • Users • How does it work in GoPro • Statistics • Common forms • Consern’s • Q&A

3. The digital Iceland • 280.000 inhabitants, area: 103,000 km2 • A kind of "micro-society" • Internet penetration ~80% in june 2001 • 48% of the population using Internetbank • 1/3 of the population has bought goods/services on the web in the last 12 months. • All local/central governments have a web site

4. The digital Iceland • Citizens and firms deliver tax & custom info and forms electronically (Web/EDI) • Delaying of return for electric users

5. Preparation since 1999 • Developed along with local and central governments in Iceland using GoPro solutions • Partners in pilot project • City of Reykjanesbær • City of Reykjavik • Ministry of Industri & Trade • State building fund • Preparation with the Icelandic State government • Government’s IT-Commision • State institution for “Protection of personal data” • Group of specialist choosen by the government

6. Experience in Iceland • First customers using e-Community in oktober 2000 • Today more than 30 customers using the project • Most customers using standard workflow into GoPro Case • In some cases also intergration with other systems, like Oracle, SQL, Access and custom databases

7. Customers in Iceland • City of Hafnarfjarðarbær • City of Garðabær • City of Akureyri • City of Reykjanesbær • City of Reykjavik • City of Mosfellsbær • City of Kópavogur • Borgarb. municipality • Borgarfjsv. municipality • Hveragerði municipality • Sandgerði municipality • Vogar municipality • 12 local governments • Including more than 80% of all inhabitant’s in Iceland • Using more than 70 different forms for different kind of service

8. Customers in Iceland • Loan foundations • Icelandic student loan foundation • The housing financing fund • Institution’s and Organizations • State certification authority • Car registration authority • Trade council of Iceland • Government offices of Iceland • Ministry of Health & Social Security • Ministry of Education, Science and Culture • Various company’s including 5 Insurance company’s

9. Users of e-Community • 13,5% Icelanders over 20 years old have used e-Community to apply for various kind of service • 80% of Icelandic users are young people from 21-40 years old • At this age you are most likely to use social service

10. Countryside Abroad Users of e-Community • New survey among users • 57% male 43% female

11. Application Third als falasldj falsjd flasjdf lajsd party sdfasjd fkjhsadfk haskdjfhkjsf as dfasd as dfsadf Support asd fasd fsad fsadf asd fasdfasdf sadfasdfasdf asdfasdfasdfasdf asdf asdf asdfasdf b document als falasldj falsjd flasjdf lajsd sdfasjd fkjhsadfk haskdjfhkjsf asdfasd as dfsadf asd fasd fsad fsadf asd fasdfasdf sadfasdfasdf asdfasdfasdfasdf asdf asdf Login asdfasdf b als falasldj falsjd flasjdf lajsd sdfasjd fkjhsadfk haskdjfhkjsf asdfasd as dfsadf asd fasd fsad fsadf als falasldj falsjd flasjdf lajsd sdfasjd fkjhsadfk haskdjfhkjsf asd fasdfasdf sadfasdfasdf asdfasd asdfasdfasdfasdf asdf asdf als falasldj falsjd flasjdf lajsd as dfsadf asdfasdf sdfasjd fkjhsadfk haskdjfhkjsf asd fasd b as dfasd fsad fsadf as dfsadf asd fasd asd fasdfasdf sadfasdfasdf fsad fsadf asdfasdfasdfasdf asdf asdf asdfasdf asd fasdfasdf sadfasdfasdf b asdfasdfasdfasdf asdf asdf asdfasdf b als falasldj falsjd flasjdf lajsd sdfasjd fkjhsadfk haskdjfhkjsf asdfasd as dfsadf asd fasd fsad fsadf asd fasdfasdf sadfasdfasdf asdfasdfasdfasdf asdf asdf asdfasdf b Local government Conclusions and messages How does it work for the user www.gov.dk

12. Statistics • Local governments • 10% of building lots in Garðabær City nov 2000 • 70% of building lots in Reykjavík may 2001 • 60% of applications for grant in Reykjavík nov 2002 • 67% of building lots in Hafnarfjörður City april 2002 • Icelandic loan foundation • 60% of all applications last year • Service process decreased from 3 months to 2 weeks • Electric users get 3 times more information’s • Using GoPro Case and Oracle

13. Common forms • More than 70 different forms used by 12 local governments • Most common used forms in local governments • Kindergarden applications • Job applications • Building permissions and building lots • Applications regarding school and children • Applications for house loan and rent • Social service • Internal applications at the local government

14. Any problems? • We are talking about people • Different computer skills among employe’s at the local government’s also among the users • Internal marketing is important • Important to have good instructions on the website and support for the citizens • Very important to answer the customer and change the status of the application in GoPro Case otherwise the customer will call...

15. How to get started? • Decide what forms you want to use • Working with every department in the local government • Introduction and seminar for the employe’s in the local government • Make a good website with links to the forms and information’s • Support and information’s for the user • Other marketing activities!

16. Citizens Arcive e-application Registration Result/concl. Institutions Form.is – Simple & uniqe Processing

17. Form.is – How it works for organisations