Government websites are organization-centric, complicated and confusing, according to a survey of government web professionals in the United States, New Zealand and Canada, writes Gerry McGovern on his blog New Thinking.

Governments are addicted to proving that they are doing their job properly. Many government websites are politics-centric. They talk about the 5-year plans they have just launched, rather than using the website to help implement the 5-year plan.

Too many government websites tell us about what their political masters did. With soft focus pictures we are told that the minister has just arrived down for breakfast. Oh, look, he sat down and is reaching for the toast. I wonder will he have marmalade or honey this morning. (I really care about his diet.)

Too many government websites tell us about the legislation they are enacting. We are victims of a tsunami of policies, procedures and publications in a language that is often meaningless.

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Every year, the EU Benchmark Survey assesses the quality of online public services in Europe. For the first time, the survey also looked at the users experience when accessing on-line public services, in recognition of the growing importance of this topic, and found mixed results.

From the press release:

“The survey examined three elements which are important to the user experience: the provision of a legally recognised, secure electronic identity, whether the service could be accessed via alternative channels such as call centres, kiosks, mobile phones and TV, and compliance of the websites with the International Accessibility Guidelines. The overall result for this indicator is more mixed and reaches 19%, with Austria, Bulgaria and Norway scoring above 30%. The most striking finding was that only 5% of websites make a specific reference to their compliance with international accessibility guidelines (WAI).

National portals fared much better. The report looked at the number of basic public services which can be accessed from the portal, the existence of personalised options, ease of navigation and whether its presentation is targeted at different kinds of users (businesses vs. citizens, around life events or around the structure of the administration). The overall score of 75% demonstrates that national governments consider the national portal as one of the cornerstones of their eGovernment plans.”

However the report itself puts some further qualification (page 27) on the above optimistic assessment of the user experience of national portals:

“We conclude that the national portals are well developed as user-centric gateways to public service delivery points.

However on the level of the transactional services itself, the agencies, the e-services delivery is still primarily organised around the needs of governmental organization more than around the needs of the users, being citizens and business. [My emphasis]

The survey, carried out for the European Commission by consultants Capgemini, examined over 14,000 web sites offering 20 basic public services in the 27 EU Member States plus Norway, Iceland, Switzerland and Turkey. In 2007 the online sophistication of public service delivery reached an overall score of 76%, while 58% of the measured public services are fully available online.

Austria stands out both on sophistication and full on-line availability, with scores of 99 and 100% respectively. Portugal has made major progress since 2006 and Malta and Slovenia stand out as countries that have embraced eGovernment and advanced online service delivery and therefore top the charts in 2007.

- Read press release
- Download report (pdf, 15 mb, 123 pages)

The method of selecting representatives for presenting the view of a constituency was deployed at the time when internet and mobile technologies were not available and there was no method of making a collective decision on policies to government the society.

In today’s times , most of the population have mobile phones that can be used by the citizens to communicate their opinion on important policy issues. Should not we therefore relook at the ways of people representation and amend the democratic processes accordingly?

m-GovWorld is an Indian initiative to create an observatory for mobile government developments and developing a community of stakeholders with the aim to enable acceleration of adoption of mobile technologies by government agencies.

The comments from readers are welcome to suggest innovative ways of making democracy more vibrant using mobile technologies where citizens can be continuously involved in policy decisions rather than voting once in five years.

(via MobileActive.org)

A new website for young people has been launched by West Sussex County Council aimed at giving them vital information and a voice for their concerns.

The front page of www.yourspacewestsussex.co.uk also has the first details of how young people aged from five to 19 will soon be able to apply for a free ‘3in1′ card that will give them cheaper travel on the buses, an instantly recognisable ‘proof of age’ and discounts with retailers.

The ‘YourSpace’ website also contains information and advice for young people on a wide variety of issues such as bullying and health.

There is also a link to new-look pages for the West Sussex Youth Cabinet, information about clubs, holiday activities, and dance nights for the under 18s.

There will be regular quick polls to find out what young people think about major issues of the day. The first is about the July 1 ban on smoking in public places.

Read full story [eGov monitor]

Gov2U was founded in 2005 with the intention of harnessing the potential of ICTs as vital tools for the improvement of representative democracy.

Gov2U believes that new Information and Communications Technologies (ICT) offer vital opportunities for bringing about a fundamental change to the workings of traditional democratic systems. By enabling and facilitating new forms of interaction within parliaments, and via citizen engagement in the political process, ICTs can help meet the challenge of creating more representative and efficient democratic systems.

The main crux of their activities is the research, development and deployment of open source enabling technologies to facilitate legislative information gathering and dissemination. In parallel, they are involved in the targeted dissemination of knowledge and best practice through the organisation of, and participation in, conferences, meetings, seminars and publications.

Towards the achievement of this aim, Gov2u has created the Gov2DemOSS platform, an open source, generic but customisable, informative and collaborative e-participation platform.

In the age of ubiquitous participatory culture - from the explosion in user generated media to the very way we do business, art, collaboration and even education - the world of politics often feels left behind, writes Robin Good on his blog.

“Democracy has become indirect, stale and something far removed from the daily lives of everyday people. But this is changing.”

“Participatory democracy is high on the agenda of the European Citizens’ Initiative (or ECI) who are launching their campaign today in the European Parliament in Brussels. The aim of this ambitious campaign is to empower citizens to propose concrete policy and legal changes to the European Commission, by exercising the right of initiative.”

“With hundreds of organizations behind them, and volunteers in their thousands, the ECI are determined to show that collective action can have a direct impact on the way we live our lives as active producers, rather than passive consumers of democracy.”

“Bringing power to the people that are effected directly by legislation is a bold and necessary measure in an age when accountability is often swept under the carpet, and politicians increasingly fail to represent the interests of those that elected them once the final votes are cast.”

“By attempting to gather one million signatures, the ECI campaign aims to gain the right of initiative, so that European citizens and civil society organizations could then directly influence the political agenda of the EU for the first time in history. With one million citizens collective voices, it is possible to demand changes to European law and policy, placing the right to challenge the actions of politicians firmly in the hands of the people at street level.”

In this exclusive video interview with the ECI’s Carsten Berg, and former rector of the College of Europe and supporter of the cause Gabriel Fragniere, Robin Gold “talks through the key questions about what the ECI aims to achieve, how it can be done, and what you can do to make a difference in the emerging participatory democracy that promises to tip power in favor of everyday people.”

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- Read full story (versione italiana)

An online ideas store to help cultural websites stand out from the crowd has been launched by Culture Online, part of the UK Department for Culture, Media and Sport (DCMS), reports the eGov Monitor.

Called ProjectsETC, the new site aims to encourage information-sharing between institutions and focuses on the overlapping areas of education, technology and culture.

The site - www.projectsetc.org - includes case studies, practical guidance and comment pieces about real issues facing the cultural sector in the digital age.

Subjects covered include the truth behind web statistics, search engine optimisation and how to make websites accessible. The new site - part toolkit, part confessional and part advice centre - aims to help professionals working on interactive projects.

A series of podcasts has also been launched, exploring the issues behind the creation and management of digital resources.

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Comhairle, the Irish national agency tasked with supporting the provision of information, advice and advocacy on social services, yesterday unveiled a substantially upgraded version of its information website. The new site, renamed www.citizensinformation.ie, takes the place of the existing e-government initiative known as Oasis as well as Comhairle’s online Citizens Information Database (CID).

The site covers a variety of subjects, including employment rights, buying a home, moving abroad and education. The information is sourced from many different service providers and agencies and is divided into 14 categories so that users can readily access the topic relevant to them.

Each category addresses a series of frequently asked questions on the topic, backed by more in-depth information, supporting documents and downloadable forms. This additional material is just one of the changes that people will notice about the site, said Catherine Hughes, Citizens Information project manager. “There’s more detailed information,” she told siliconrepublic.com. “One of the benefits of Oasis was its simplicity but it was also a drawback. It had a simple structure so you couldn’t add additional documents. Now we can add case studies, work sheets and more detail around the legislation.”

Oasis was originally set up in 2001 and last year clocked up 2.5 million unique visitors. The decision to rename the site was instead prompted by the wish to make a clearer connection between the physical Citizens Information Centres — there are 240 located around the country — and the phone service along with its online equivalent.

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(via E-Government News)

The UK Government launched today the International Centre of Excellence for Local eDemocracy (ICELE), set to drive up eParticipation rates in the UK through providing best practice advice and support to local authorities.

The aim is for seamless, personalised services that respond directly to people’s needs and are delivered in the way that best suits the individual.

ICELE will work with all stakeholders to help ensure local people are well informed and have a real voice in local decision making, as well as spreading this knowledge and learning. Democratic participation is steadily declining, yet opportunities to involve local people in local decision making are growing every day. From text voting through to online consultations, the organisers paln to harness new technologies to make it easy for people across the country to get involved in the democratic process.

The Centre is designed to serve as a ‘virtual’ focal point for collaborative eDemocracy initiatives both in the UK and abroad. Within the UK, local authorities, community groups and citizens can use the Centre’s online resources to help run projects in their local area.

Internationally, governments, academic institutions and not-for-profit organisations can use the Centre’s virtual facilities as a first point of call for information about pioneering e-democracy initiatives.

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A new social-networking Web site, aimed at “opinion leaders” in politics and other issues, will launch Thursday with a roster of members including former U.S. President Bill Clinton, U.S. senators John McCain and Hillary Clinton and former Speaker of the U.S. House of Representatives Newt Gingrich, writes Grant Gross of IDG News Service in MacWorld.

Hotsoup.com aims to give an online voice to the millions of U.S. residents who keep up with the news and influence the opinions of their friends, family and coworkers. The founders of Hotsoup.com, including Internet entrepreneurs and Republican and Democratic consultants, hope the site will contain information that’s “not filtered, not spun,” said co-founder Ron Fournier, a former chief political reporter for the Associated Press.

The goal is to create smart, civil debate, said three of the site’s co-founders during a preview Wednesday. “Americans are tired of yelling at their TV screens,” said Allie Savarino, a Hotsoup co-founder who also helped start the Sisterwoman.com social-networking site. “They want a voice of their own, and they want someone to listen.”

Hotsoup will include video- and text-based commentary from top political, entertainment and sports figures, and it will allow users to start their own discussions about issues important to them. Like other social-networking sites, Hotsoup also will allow users to create detailed profiles.

Hotsoup will also poll users for their opinions on issues and ask them how likely they are to tell friends about a particular debate they’ve participated in on the site.

The concept has drawn significant interest, even before the site’s official launch. Since July, 22,000 people have preregistered for the site, Savarino said. Members include cyclist Lance Armstrong, Republican strategist Mary Matalin, Massachusetts Governor Mitt Romney and politically active rock musician Jon Bon Jovi.

Hotsoup’s founders said they hope the interaction between their opinion-leader members can influence public policy. “Our nation’s public, business and religious leaders are realizing they need to listen and engage with this community,” Savarino said.

Asked if they’re concerned that the debate on Hotsoup will devolve into something less than civil, the co-founders said editor-in-chief Fournier will attempt to steer discussions that get off track, although they don’t want to cut off debate.

The purpose of the eGovernment Good Practice Framework, an EU portal site, is to catalogue good practice in eGovernment and to stimulate the sharing of this information. Supplemented by additional services (e.g. community building tools), this portal provides the vehicle for the dissemination of information and support activities, which will promote the use of good practices.

It does so by transferring knowledge to providers of public services, to formal and informal networks of eGovernment stakeholders, to the ICT business and other multipliers.

The main elements of the portal include an intelligent knowledge database, a community platform and transfer support instruments (e.g. electronic newsletters).

Water Cooler Games is a site about videogames with an agenda. It is about games that go beyond entertainment. Water Cooler Games explores the emerging field of games want to do more than simply being fun: they want to make a point, share knowledge, change opinions. This includes new genres such as advergaming, newsgaming, political games, simulations and edutainment.

Water Cooler Games is edited by Ian Bogost and Gonzalo Frasca, two of the world’s leading videogame researchers and designers of videogames with an agenda.

The E-Democracy programme of the Hansard Society, a UK charity that works towards promoting effective parliamentary democracy, seeks to develop innovative ways of using new interactive technologies to reconnect Parliament with citizens and encourage participation in the democratic process.

The E-Democracy Programme’s research explores the potential for interactive technologies to create new channels of communication and participation between Parliament and the people to enable citizens to scrutinise and influence legislation and those who represent them.

Some of their latest initiatives are:

• Citizen Calling - a pilot initiative with the House of Commons Home Affairs Select Committee, where young people can have their say via mobile phone.
• TellParliament.net - open online consultations being run by Parliamentary Select Committees
• im-local.net - an online resource allowing young people and councils to interact and discuss topical local issues using ‘instant messaging’ technology.

How can we put the user of public eServices in the center of the designing and delivery of online public services and content?

The EU’s eUSER project wants to stimulate the availability and usage of useful and easy to use online public services.

The focus will be on the needs of citizens as users of online public services in their interactions with public administrations in general, in the management of their health and in furthering their education and developing their skills.

The project will prepare a state-of-the-art resource base on user needs in relation to online public services and on user-oriented methods for meeting these needs. It will then use this resource base to actively support the IST programme, projects, EU policy and the wider European Research Community to better address user needs in the design and delivery of online public services.

The project website already provides some very interesting statistics, country briefs and reports. Incidentally, the project is run in collaboration with the National Research Council Canada.

Read also this feature article, entitled “What users really want from online public services”, published on the IST Results website.

Lately there is a growing trend within governments and public authorities to separate citizen-focused online services from institutional communications, similar to e.g. how a telecom provider separates its customers services from its corporate information.

Here are some of the best examples of governmental service websites we know of. Sites are in English except where indicated.

• Austria: help.gov.at
• Belgium: Vlaanderen.be (in Dutch)
• Canada: Seniors’ Info, Service Alberta, Service Ontario
• Denmark: Danmark.dk (in Danish)
• Finland: Suomi.fi
• France: Service-Public (in French)
• Ireland: Citizens Information
• Netherlands: Overheid.nl (in Dutch)
• Norway: Norway.no
• Portugal: Portal do Cidadão
• Singapore: eCitizen | My.eCitizen
• South-Korea: G4C (Government for Citizens)
• Spain: 060 (national, in Spanish), GenCat Serveis (Catalunya)
• Sweden: Sverige.se (in Swedish)
• UK: Directgov
• USA: FirstGov.gov

The province of Parma, in Italy, has launched a new project – the Pa.i.S (Partecipa il Sociale) plan – aimed at bringing the region’s public institutions closer to the daily lives of its citizens. Pa.i.S is co-financed by the Ministry for Innovation and Technology (MIT) and the National Centre for Informatics in Public Administration (CNIPA), as part of the ‘eDemocracy in the regions and local agencies’ action plan.

The Pa.i.S plan, run by the Health and Social Policy Directorate of the Province, has three main action lines aimed at providing the local authorities in the Province with concrete tools for developing alternative approaches to local administration which promote greater public participation.

These will include:

• the reinforcement and extension of the Sociale.Parma web portal, encouraging an evolution towards more active public participation;
• the Provincial Observatory of Social Policy (OPP-P); and
• the Laboratory of Participative Democracy (LAB).

These three actions are closely interlinked and based on a common theme – young people. The portal will include a forum, newsletter and various services aimed at nurturing greater public involvement in social policy. The Observatory will use new ICT tools to monitor public opinion on social policy with the objective of bringing it closer to the real needs of the people.

Finally, the ‘Laboratory’ will carry out experiments in participative democracy in three of the region’s local authorities (Fidenza, Colorno and Collecchio) using both traditional means and electronic tools. Each commune will, for example, select issues on which citizens will be invited to comment through an experimental eVote portal.

eGovernment News (20 February 2006)

“Leveraging Web 2.0 in governments” is the first project of Government 2.0 Think Tank, or “G2TT”, an outlet of participation for those who are passionate about Public Service and want to solve problems in their fields. The project is described as follows:

Throughout the world, governments are facing unprecedented opportunities and challenges in how they manage information. For example, the commoditization of Information Technology ("IT"), coupled with Web 2.0 trends and technologies, present a basket of solutions often leveraging Open Source Software and Open Standards. The Information Technology ("IT") landscape is dramatically changing, at a pace that few governments and large corporations are able to keep up with.

While these fundamental changes are occuring on the IT front, the traditional governmental silos of Information Management, such as Records Management, Library Management, Archives, Metadata & Taxonomy, Access to Information & Privacy, etc. are breaking down to make room for an increasingly unified version of information management, reconciled and working with IT.

These major transformational currents will completely reshape the way governments operate and interact with the Public they serve. How these changes will occur, however, is difficult to predict, because few governments entrust the full spectrum of responsibilities related to Integrated Information Management to a single Chief Information Officer (CIO's). Current CIO's are often "Chief IT Officers" as opposed to "Chief Information Officers".

Many public servants possess the necessary knowledge to empower their governments to embrace these major trends. However, they are typically responsible for only one piece of the problem. This is where G2TT comes in.

This is the first association project, seeking to bring Public Servants and any other interested parties to work on a common goal, leveraging open source community spirit: Leveraging Web 2.0 in governments. This project, similarly to other G2TT projects, is designed in accordance with a common set of project principles, in particular, the need to identify a clear, well-articulated deliverable.

Planning Portal is not only a successful example of technology enablement in service delivery but could prove to be a tremendous asset for local authorities in their quest to develop and deliver citizen centric services, says eGov monitor.

Just under two years ago, the [UK] Government unveiled its ambition to develop a world class e-Planning Service which would deliver new, more efficient ways of enabling the community to engage in a shared vision for their local area.

This new service would also enable access to high quality, relevant information and guidance as well as streamlined processes for sharing and exchanging information amongst key players.

Since then, e-Planning has made significant progress towards meeting its goals, and it has been recognised as one of the major successes of technology aided service delivery. This is especially true for the Planning Portal, which continues to improve itself and has been recognised through numerous awards.

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The costs of health care have gradually been passed along to the end user; more and more, the information needed to manage our health is within easy reach as well, on the Internet.

The European Union, for instance, last month opened Health-EU Portal, an Internet gateway to reams of data and references on topics from alcohol to toy safety.

While what the site offers is certainly authoritative, don’t be misled by the consumer-friendly labels on the main page, like “My Health” and “My Lifestyle.” For the most part, within these categories you will not find personal health guidance but links to research data, rules and regulations or policy and process information.

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L’administration numérique au service du citoyen et des collectivités.

E-administration est une initiative du centre de compétences wallon Technofutur 3 - Aéropole.


Online government at the service of the citizen and local public entities.

E-administration is an initiative by the Walloon competence centre Technofutur 3 - Aéropole.