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16 October 2008 Forum on Future of Democracy, Council of Europe, Madrid Citizenlink “ The Missing Link” Matt Poelmans, Director Burgerlink (Citizenlink),

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Presentation on theme: "16 October 2008 Forum on Future of Democracy, Council of Europe, Madrid Citizenlink “ The Missing Link” Matt Poelmans, Director Burgerlink (Citizenlink),"— Presentation transcript:

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2 16 October 2008 Forum on Future of Democracy, Council of Europe, Madrid Citizenlink “ The Missing Link” Matt Poelmans, Director Burgerlink (Citizenlink), Netherlands

3 16 October 2008 Forum on Future of Democracy, Council of Europe, Madrid It’s the Interoperablity, stupid! Every organisation is inventing its customer Satisfaction is about Life events We need modular, not single Solutions

4 16 October 2008 Forum on Future of Democracy, Council of Europe, Madrid Citizen: the Missing Link e-Government is Supply oriented Too much Focus on Efficiency Citizen is not only a Customer

5 16 October 2008 Forum on Future of Democracy, Council of Europe, Madrid e-Participation: Mission Impossible? Involvement in Decision making and Community building Vulnerability of today’s Internet Availability is not Empowerment

6 16 October 2008 Forum on Future of Democracy, Council of Europe, Madrid E-Quality for equality New Design Principles Citizen’s Rights & Obligations Quality Standards for e-Inclusion

7 16 October 2008 Forum on Future of Democracy, Council of Europe, Madrid e-Citizen Charter 10 Quality Requirements for better Performance Covering contacts for Information, Transaction, Participation Not Mandatory but Adopted as a Standard Basis for Measurement Citizen Satisfaction European e-Democracy Award 2007

8 1.Choice of Channel 2.Transparency Public Sector 3.Overview of Rights and Duties 4.Personalised information 5.Convenient Services 6.Comprehensive Procedures 7.Trust & Reliability 8.Considerate Administration 9.Accountability & Benchmarking 10.Involvement & Empowerment

9 16 October 2008 Forum on Future of Democracy, Council of Europe, Madrid Citizenlink Performance Incentive Adopt e-Citizen Charter (City Council) Specify Quality Code (Executive Board) Measure Citizen Satisfaction (Departments) Involve Customers (Citizens) Account annualy for Improvements (Mayor)

10 16 October 2008 Forum on Future of Democracy, Council of Europe, Madrid Citizenlink (ICTU) Office Wilhelmina van Pruisenweg 104 2595 AN The Hague, Netherlands Mail PO Box 84011, 2508 AA The Hague Phone +31708887868 E-mail info@burgerlink.nl Internet www.burgerlink.nl

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