public services delivery and citizen centricity lasse berntzen · public services delivery and...

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Cities Being SmartPublic Services Delivery and Citizen Centricity

Lasse Berntzen

Aboutme

• Professor(InformationSystems)atUniversityCollegeofSoutheastNorway• EightcampuseslocatedsouthandwestofOslo• 18.000students• Departmentofbusiness,historyandsocialsciences(Vestfoldcampus)• Multidisciplinaryteamworkingondigitaltransformationandsmartcities• Severalpapers,bookchaptersandarticlesonsmartcities

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SmartCityTutorial

• Introduction• Tworesearchpapers• Publicservicedelivery• Ownresearch

– Theroleofcitizensinthesmartcity• Openandtransparentcity• Politicalparticipation• Non-politicalparticipation

– Issmartaboutsize?– Recentproject:Airqualitymonitoring– Citizencentricity

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Introduction

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Smartcities

• Smartcityisaconcept• Mostdefinitionsincludestheuseofcomputertechnology• Mainobjectiveistoimprovequalityoflifeforitscitizens

–Providebetterservices–Reduceenvironmentalfootprint,sustainability–Facilitateparticipation

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Whatisasmartcity?

Smartcitiesareplaceswhereinformationtechnologyiscombinedwithinfrastructure,architecture,everydayobjects,andevenourbodiestoaddresssocial,economic,andenvironmentalproblems.AnthonyB.Townsend.(2014)SmartCities,W.W.Norton &Company

Whatisasmartcity?

"Asmartsustainablecity(SSC)isaninnovativecitythatusesinformationandcommunicationtechnologies(ICTs)andothermeanstoimprovequalityoflife,efficiencyofurbanoperationandservices,andcompetitiveness,whileensuringthatitmeetstheneedsofpresentandfuturegenerationswithrespecttoeconomic,socialandenvironmentalaspects".ITU-TFocusGrouponSmartSustainableCities(2014)Smartsustainablecities:Ananalysisofdefinitions

Whatisasmartcity?

“Projectsofsmartcitieshaveanimpactonthequalityoflifeofcitizensandaimtofostermoreinformed,educated,andparticipatorycitizens.Additionally,smartcitiesinitiativesallowmembersofthecitytoparticipate inthegovernanceandmanagementofthecityandbecomeactiveusers”

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FromChourabi etal.(2012)UnderstandingSmartCities:AnIntegrativeFramework

SmartCitiesSomeapplicationareas:• Communication• Culture• Energy• Emergencyservices• Environment/climate

• Health• Safetyandsecurity• Tourism• Transport• Work

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Transport

• Usedatatomakebettertrafficflow• Examples:

– Whereistrafficjams,alternativeroutes?– Usetrafficdatatocontroltrafficlights– Wheretofindanavailableparkingspot?

• Avoiddrivingaroundtofindafreeone• Realtimeinformationonpublictransport

IEEEInternetComputing,SpecialissueonSmartCities,Nov/Des2013

Environment

• Monitorenvironmentalconditions• Whentoenforcetrafficrestrictions(controlpollutionlevels)

• Betterpublictransportsolutions(toreducecaruse)

• Smartstreetlights(toconserveenergy)• Usingrenewableenergy• Teleworking(toreducecaruse)

Safetyandsecurity

• Improvedemergencyresponseservices• Surveillancecameras,sounddetection• Sendmessagesordoautomatedphonecallstoalertcitizensofemergencies.

Smartcities

• Canbeseenasanumbrellaforresearchonpublicservicedelivery,environmentalawarenessandgoodgovernance

• Butalsothestudyofhighlycomplexsystems

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Tworesearchpapersonsmartcities

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Backgroundpaper#1

• SmartCities–RankingofEuropeanmedium-sizedcities(2007)• Oneofthemostcitedpaperson“smartcities”.• ResearchdonefromApriltoOctober2007• Authors:RudolfGiffinger,ViennaUT;ChristianFertner,ViennaUT;HansKramar,ViennaUT;RobertKalasek,ViennaUT;NatasaPichler-Milanovic,UniversityofLjubljana;EvertMeijers,DelftUT

• 70Europeancities

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Indicators

• 74indicators• Indicatorsmainlyderivedfromopendatasources• Somedatacollectedbyresearchteam• Coverage:87%oftheindicators

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CharacteristicsofaSmartCity

SmartEconomy

SmartPeople

SmartGovernance

SmartMobility

SmartEnvironment

Smart Living

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SmartEconomy(Competitiveness)

• Innovativespirit• Entrepreneurship• Economicimage&trademarks• Productivity• Flexibilityoflabour market• Internationalembeddedness• Abilitytotransform

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SmartPeople(SocialandHumanCapital)

• Levelofqualification• Affinitytolifelonglearning• Socialandethnicplurality• Flexibility• Creativity• Cosmopolitanism/Open-mindedness• Participationinpubliclife

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SmartGovernance(Participation)

• Participationindecision-making• Publicandsocialservices• Transparentgovernance• Politicalstrategies&perspectives

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SmartMobility(TransportandICT)

• Localaccessibility• (Inter-)nationalaccessibility• AvailabilityofICT-infrastructure• Sustainable,innovativeandsafetransportsystems

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SmartEnvironment(Naturalresources)

• Attractivity ofnaturalconditions• Pollution• Environmentalprotection• Sustainableresourcemanagement

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SmartLiving(Qualityoflife)

• Culturalfacilities• Healthconditions• Individualsafety• Housingquality• Educationfacilities• Touristicattractivity• Socialcohesion

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Results

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Backgroundpaper#2

• UnderstandingSmartCities:AnIntegrativeFramework(2012)• Authors:Hafedh Courabi,Taewoo Nam,ShawnWalker,J.RamonGil-Garcia,Sehl Mellouli,Karine Nahon,TheresaA.Pardo,HansJochenScholl.Presentedat45th HawaiiInternationalConferenceonSystemSciences(HICSS),2012

• Differentapproach• Basedonaliteraturestudy• Tryingtoextractcharacteristicsofsmartcitiesfromasetofsources

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SuccessFactorsandChallenges

• Managementandorganization(silos,end-userinvolvement,alignment)• Technology(ITskills,cross-sectoralcooperation)• Governance(leadership,participation,accountability,transparency)• Policycontext(legal,political,institutional,culture)• Peopleandcommunities(digitaldivide,accessibility)• Economy(efficiency,competitiveness,innovation,entrepreneurship)• Builtinfrastructure(infrastructure,securityandprivacy,operationalcosts)• Naturalenvironment(sustainability)

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Smartcityinitiativesframework

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FromChourabi etal.(2012)UnderstandingSmartCities:AnIntegrativeFramework

PublicServiceDeliverySmartservices

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PublicServiceDelivery

• Citizensexpectpublicsectortobejustasuser-centricastheprivatesector.

• Mostservicesaredeliveredbyemployees,notbycomputers• Someservicescancompletelybedeliveredonline• Otherservicescanbesupportedorenhancedbydigitalmeans

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PublicServiceDelivery

• Servicesthatcanbecompletelydigitalized–Requestinginformation–Applyingforpermits–Trackinginteractionswithgovernment/municipality

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PublicServiceDelivery

• Servicesthatcanbesupportedorenhanced–Applyingforphysicalservices,e.g.kindergartenornursinghome

–Makingappointmentsandreservationsforphysicalservices–Paymentsforphysicalservices–Providingfeedbackonphysicalservices

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Efficiencyandselfservice

• City of Copenhagen, Denmark• Average costs of citizen contact:

– Personal appearance: 10 Euro– Telephone: 5 Euro– Digital self-service: 40 Cent

• Note:– Investments is not calculated– User experience/satisfaction is not discussed

ExampleService:Prescriptions

• Electronicprescriptions• Faster– justaclicktotransferprescriptionfromthemedicaldoctortothepharmacy

• Betterquality/lessmistakes(itusedtobehandwriting)• Hardertomisuse

VirtualOffice

• Cityemployeeswithvirtual,mobileoffice• Noneedtovisitcityhall• Theycometoyou

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TheRoleofCitizensintheSmartCity

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TheRoleofCitizens

Citizenscanhavedifferentrolesinthesmartcity:• Politicalprocessesanddecision-making• Experts(sharinginsight)• Volunteers(sharingtime)

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OECDModel

OECD,EngagingCitizensinPolicy-making,inOECDPublicManagementPolicyBrief.2001,OECD:Paris,France.

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Politicalparticipation

• Inordertotakeactivepartinpolicy-makingandpoliticalprocesses,thecitizensneedaccesstoinformation

• Thetransparentsmartcity

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Preconditionsforparticipation

Preconditionsforuserparticipationandinvolvement

ThismodelwaspresentedatICDS2010Berntzen,L.&Karamagioli,E.RegulatoryMeasurestoSupporteDemocracyIEEEComputerSociety

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Transparency

• Documents• Meetings• Processes• Benchmarking• Decision-makersandtheiragendas• Disclosure

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Documents

• Accesstodocumentsusedinthepoliticaldecisionmakingprocesses• Mailrecords

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Meetings

• Agendas• Proceedings(webcasts)• Minutes

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Meetings

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Webcasting

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Processes

• Itisimportantforcitizenstounderstandtheprocessesleadingtothedecisions• Processesmaybevisualizedasaflowchart• Timeline

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DigitalPlanningDialog

http://nettv.regjeringen.no/digitalt-planregister-og-plandialog

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Benchmarking

• Thepossibilitytocomparehowthecityisdoingcomparedtoothercities.• Indicators

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KOSTRA

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BedreKommune.no

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Decisionmakers

• Thepersonalinterestsofdecisionmakersshouldbeknowntothecitizens

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Registerofinterests

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Disclosure

• Citizensshouldbeabletoaskforinformationregardingtherunningofthecity.

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OECDModel

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Consultations

• Thecityasksforinputonspecificissues,andprovidesaserviceforcollectinginputfromitscitizens

• Somekindoffeedbackshouldbeprovidedonhowtheinputhasbeenused• Ifinputisnotvalued,interestwilldisappear

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Polling

• Citizensareaskedaboutspecificissues,buttheresponsesarenormallylimitedtoyes/noorvaluesonascale.

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OECDModel

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Participation

• Consultationsaretop-down.Thecityasksitscitizensforinputonspecificissues• Participationisdifferent.Thecitizensmayraiseissuestheyareconcernedabout• Thegoalistohaveadialogbetweenthecityanditscitizens.

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DiscussionForums

• SeveralNorwegianmunicipalitiesestablisheddiscussionforumstocollectinputandstartdialogwiththeircitizens.

• Unfortunately,theyhavebeencloseddown,oneafteranotherduetoabuse.• Racialdiscrimination,attacksoncityemployees.

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Citizeninitiative

• Betweenelections,citizenscanraiseissuesbymakinga“citizeninitiative”.• Thecitizeninitiativeisembeddedinthelegislation.Iftheinitiatormanagestocollectsignaturesfrom2%ofthepopulationor300signatures,thelocalcouncilisobligatedtodiscusstheinitiative.

• Nopositiveresponseisguaranteed.

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MinSak.no (MyCase)

• Thegovernmenthasestablishedaplatform“minsak.no”tofacilitatebothproposalsandcollectionofsignatures

• Theplatformhassofar685registeredinitiatives

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MinSak.no

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SocialMedia

• Manymunicipalities(184)haveestablishedthemselvesinsocialmedia(Facebook)• Thesepagesaremostlyusedforquestionsandanswers,butthereissomeexamplesofdialogtakingplace

• CitizenshavetousetheirFacebookprofile,whichdisciplinesthediscussions

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SocialMedia

• TwoofmystudentsmadeasolutiontotracktheuseofmunicipalFacebookpages• Showcomments,reactionsandshares

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SocialMedia

http://socialmediadata.citizencentric.net/maps_tableau.html

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ParticipatoryBudgeting

• Participatorybudgetinghasbecomewidespread,wherethecitizensvoteontheuseof(aportion)ofthetotalbudgetfora city.Inthiscase,theresultsarea consequenceoftheparticipation

• Participatorybudgetingisa powerfulmechanismtomakeparticipationwork.Theincentivetoparticipateishigh,sincethecitizenswillseedirectresultsfromtakingpartinthedecisionmaking

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PoliticalParticipation

• Politicalparticipationisseenasimportantbymanyresearchers• Ashifttowardsdirectdemocracy• Orsupportforindirectdemocracy?• Whatissuccessfulparticipation?

– Quantity?– Impact?

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PoliticalParticipation

• Inmyopinion,the“smartcity”shouldlistentoitscitizens,sincetheysometimeshaveconcernsthatshouldbetakenintoaccount

• Atthesametime,wehavetoberealistic.Notallcitizenshaveopinionsoneverything• Intheirbook“Stealth Democracy”,HibbingandTheiss-MorsefromUSAsupportthis

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“StealthDemocracy”

• “Thelastthingpeoplewantistobeinvolvedinmoredecisionmaking:Theydonotwanttomakepoliticaldecisionsthemselves;theydonotwanttoprovidemuchinputtothosewhoareassignedtotomakethesedecisions;andtheywouldrathernotknowallthedetailsofthedecision-makingprocess.”

• HibbingandTheiss-MorsebuildonempiricaldatafromU.S.A.

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TheRoleofCitizens

Citizenscanhavedifferentrolesinthesmartcity:• Politicalprocessesanddecision-making• Experts(sharinginsight)• Volunteers(sharingtime)

Non-politicalparticipation

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Mobilization

• Thesmartcitymayuseinformationtechnologytomobilizecitizenstohelpmakingthecityabetterplacetolive

• Iwillnowshowacoupleofpracticalexamplesonhowthiscanbedone

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Humansensors

• A“humansensor”isapersonthatobservessomeissueandreportsitusingsomeplatform.• Smartphones

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GreenWatchProject

• Theprojectdistributed200smartdevicestocitizensofParis.Thedevicessensedozoneandnoiselevelsasthecitizenslivedtheirnormallives,andtheresultswheresharedthroughamappingengine

• Theprojectshowedhowagrassroots-sensingnetworkcouldreducemonitoringcostsdramatically,andatthesametimeengagecitizensinenvironmentalmonitoringandregulation

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FixMyStreet

• FixMyStreet isanapplicationthatallowscitizenstoreportonissuesandproblemsthroughtheircomputerorsmartphone

• Theapplicationislocationbased,itusestheaddressorGPScoordinatesasa tagtoshowtheexactlocationoftheissueorproblem.Typicalproblemsareholesintheroad,brokenlightbulbsinstreetlightning,abandonedvehicles,brokenwaterpipesetc.

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FixMyStreet

• FixMyStreet mobilizescitizenstoalertthecityadministrationwhensomethingneedstobefixed

• Theapplicationalsoprovidesfeedbackonstatus.• Itispossibletoseehowfast(orslow)thecityisrespondingtoreportedproblems

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FixMyStreet

• FixMyStreet iswidelyusedinUnitedKingdom,butthesoftwareitselfisopensource,andhasbeenadoptedbycitiesallovertheworld.InNorway,theapplicationhasbeentranslatedinto„FiksGataMi“

• Inthiscasethecitizensareactingas„humansensors“.Theyobservesomethingiswrongandreportit

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FixMyStreet

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Sauberes Wiesbaden

• TheprojectaimstopromotetheparticipationofthecitizenstoquicklyandeasilyreportillegalgarbageintheareaofWiesbaden,Germany

• Anapphasbeendevelopedtomakereportingeasy.Theappusesthelocationdatafromthemobilephonetogiveexactpositionoftheproblem

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SafetyNet

• SafetyNet isa self-helpnetwork.Theinitialideawastoprovideself-helptospousesofpatientssufferingstrokesordementia

• Theplatformisrunbya consortiumofmunicipalities,andhavelaterbeenextendedtosupportparentsofchildrenwithpsychologicalproblems,andrelativesofdrugabusers

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SafetyNet

• Thewholeideaistolearnfromothercitizensexperiencingthesamesituation• Theplatformincludesvideocommunicationbetweennetworkmembers,andaccesstoa knowledgedatabasewithinformationwrittenbymedicalprofessionals

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SafetyNet

• Thenetworkisrunbycoordinatorsemployedbythemunicipalities,andthesecoordinatorsalsoarrangesoff-lineevents

http://www.trygghetsnett.no/safetynet/safetynet-article755-599.html

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Conclusion(notthefinal)

• Participationismorethanpolitical participation• Researchershavebeentooconcernedwithpoliticalengagement• Butparticipationismorethanpolitics,itcanbeusedtobuildbetterservicesandachievebetterqualityoflifeforthecitizens

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Sizedoesn´tmatterSmallcitiescanbesmarttoo

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Keyquestion

• Doesacityneedtobelargetobesmart?• Ofcoursenot!• Mostissuesarealsorelevantforsmallercities.

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SmallerSmartCities

• Iwilltrytoanswerthequestionbysomequestions:–Willasmallcitybenefitfromcitizenparticipation?–Doesasmallcityhaveparkingproblems?– Isenvironmentandclimateonlyanissueinlargecities?– Isqualityoflifeimportantinsmallcities?

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Sizedoesn’tmatter

• Mostissuesarejustasimportantforcitizensinsmallcities• Inliteratureitseemsthatlargecitiesaredominantinsmartcityprojectsandresearchpapers

• Smartcityresearchisrelevantalsoforsmallercities

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Holmestrand,Norway

Iwillnowpresenthowmyown(small)cityhavebecomesmarterregardingefficiency,qualityoflife,andsustainabilityHolmestrand islocatedinVestfold,approximately80kilometerssouthofOslo(thecapital)

• Populationapprox.10.500• Urbanplanningtobuildmoredensearoundpublictransportstops• Twolevelcity:Newelevatortoprovideaccesstorailwaystation• Upgradeofharborareatoincreaseattractivenessandqualityoflife

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Holmestrand,Norway

• Plantoreduceenvironmentalfootprint• Homecareuseselectriccars• Freechargingstations• Busesandgarbagetrucksrunonbiofuel(county)• Intelligentstreetlights(county)• Nursinghomeheatedbyground-coupledheath-exchange• Positioningtechnologyonsnowremovaltrucks• GPSTrackingofbuses(county)

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Holmestrand,Norway

• Adoptionofassistivetechnologytohelpcitizensliveintheirownhomesdespitemedicalconditions

• Safetyalarms• Fallalarms• Walk-inbathtubs• Spoonswithgyroscope• Medicinedispensers

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Holmestrand,Norway

• Allpolicyproposalstocitycouncilincludessectiononenvironmentalconsequences• Upgradedelectronicservices• Transparency– webcasts• Digitalservices- maps

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MonitoringAirQualityIoT intheSmartCity

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Introduction

• Oneofthekeyareasofsmartcitiesisenvironment.• Environmentalmonitoringprovidescurrentconditionsandcanbeusedtofindtrends

• Theresultscanbeusedfordecisionmaking.

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TheContext

• Everywinter,OsloandBergen,thecapitalandthesecondlargestcityofNorway,havesevereproblemswithairquality.

• Theairqualityproblemsarecausedbycertainclimaticconditionsthatputalidontopofthecities.

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Measures

• Bergenusethelastdigitonthenumberplatetodecidewhatdayyouareallowedtodriveinthecity.

• Osloisconsideringdifferentapproaches,likeraisingthetollfeesorrestrictingthetypesofcarsallowedtodriveinthecity.

• OnTuesday,January17th,carsusingdieselwerenotallowedtodriveinOslo.Thebanwasliftedintheeveningthesameday.

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Howaredecisionsmade?

• Eachcityhasalimitednumberofstationarymeasurementunits.Oslohassevenunits.

• Pollutionmayvarywithlocation• Lowgranularitygivesinaccuratereadings• Decisionsmaynotreflecttherealsituation

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Citi-Sense

• EuropeanUnion– fundedproject• Mademobilehand-heldunits• Needpeopletocarrythemaround

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OurGoals

Theultimategoalisbetterdecisionmakingthroughimprovedanalysisanddatacollection.• Moreunitsprovidesbettergranularity• Mobileunitsmakeitpossibletomeasureatmorelocations• Inexpensiveunitsmakedatacollectionfeasible

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Ourapproach

• Mobileunit• Installedincars• Startscollectinginformationwhencarisparked• Transmitsinformationtocentralserver.

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ProjectOrganization

• ThisprojectisdoneincollaborationbetweenFacultyofEngineering,“LucianBlaga”UniversityofSibiu”,RomaniaandUniversityCollegeofSoutheastNorway.

• ThreestudentsbuiltthefirstprototypeduringtheirmobilitystayinNorway(TwofromSibiu,onefromCraiova).

• EEAgrant

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FirstPrototype

• ThefirstprototypeusedIntelEdisonasprocessingunit• Communicationwashendeled throughBluetoothconnectiontoamobilephone

• GPSunitprovidedlocationinformation• Sensorsforbarometricpressure,temperature,humidity,sound,andCO2,

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LessonsLearnt– FirstPrototype

• UseofAndroidphoneforcommunicationrequiresaphonewithasubscription.Appneedtobeinstalled.Notgoodforlargerdeployments.

• Soundsensorhadlimiteduse• IntelEdisonisaquiteexpensiveprocessingunit

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SecondPrototype

• BasedonLinkItDuo,acheapdualprocessingunit.• CombinedGPSandGSMunit• Nosoundsensor• Addedaparticlesensor• ReplacedCO2 sensorwithsensorabletoalsomeasureNOX

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SecondPrototype

• 16environmentalplatformsensorshasbeenmadeinSibiu.• FirsttestinSibiu,February2017• CollaborationwithRomanianNationalEnvironmentalAgencyandCitizenAlert (NGO)

• Planninglargerprojectwithmorethan100units.• Unitcost:AroundEuro120,-

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ACitizen-CentricPublicSector

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CitizenCentricity

• Whatiscitizencentricity?• Products,servicesandprocessesseenas

– Efficient– Affordable– User-friendly

• Thepublicsectoristheretoserveitscitizens,butisthepublicsectorcitizen-centric?

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NorwegianFlirttrains• 2012:23newtrainsetswereputintoservice

• Massivecomplaintsfromusersabouttheseats

• Seatswerechangedforapriceof5millionEuro(finishedin2014)

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Drivinglicense• Physicaldocumenttoshowyoucandrive

• Ifyoucannotshowthedrivinglicense,youwillgetfinedbythepolice

• Theinformationischeckedonlinetofindoutifthelicenseisvalid.

XXXXXXXX

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Parkingticketmachine• Insertcreditcard• Selectparkingtime• Getparkingpermit• Removethecreditcard

• Whataremostpeoplefocusingon?

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Whyisthishappening?

Basedonorganizationaltheory:• Decisionsaremadeandcarriedouttoprovidelegitimacyfordecisionmakersratherthaneffectivesolutionsforbenefitingthecitizens

• Decisionmakerstendtomakedecisionsbasedsolelyonorganizationalculturefocusingoninternalneedsandprofessionaltechnicalservicestandards,withoutpayingattentiontoexternal(citizens)needs

• Culturalframe:“Thewaywehavealwaysdonethingsaroundhere”

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Organizationalidentity

• Organizationalidentityisconstructedthroughfourprocessesofmirroring (inthemirrorofothers),reflecting (culture,embeddedinhistoryandtraditions,meaningsandunderstandings),expressing (thewaycultureisbeingexpressed)andimpressing (leaveimpressiononothers)

• Accordingly,organizationalidentityconsistsofthetwoconceptsofimageandculture.• Culturerepresentsthepast,theroots,andthusthecoreidentity.

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Transformation

• Transforminganorganizationrequiresculturalchangethroughbehaviors,valuesandbasicassumptions

• Therefore,culturalchangeiscrucialinordertodevelopaacitizen-centricpublicsector• Identityneedstobereconstructed

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Theimpactofculture

• Itseemsthatpublicorganizationsgivegreatattentiontodifferentactivitiesandprojectswhicharenearlyexclusivelyconnectedtothepastandexistingculture

• Thisisdonewithouthavingtakenintoaccounthowacitizen-centricorganizationoughttobeorganizedinordertofulfilltheincreasingexpectationsfromthecitizens

• Ontheotherhand,thecasesexposetheoppositetendencyofuncriticalfocusonlegitimacyandimagewithoutnecessarilyconnecttheprojectsthroughinvolvementandengagementwiththeexistingculture

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Imagevs.culture

• Asshowninthecases,theeffortsofcitizencentricitymightalsofailduetooveremphasizingonexternalstakeholderimagesandlegitimacy.

• Thus,theorganizationsareoccupiedwithgaininglegitimacy,makinganimpressionofbeingacitizen-centricpublicorganizationwithoutnecessarilyemphasizingeffectiveness,theneedsandtheexpectationsofthecitizens.

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Cancertreatmentcoordinators• Hospitalsandmunicipalitieshaveestablisheddesignatedcancertreatmentcoordinators

• Fastestpossibleassessmentandtreatmentforpatients

• Thecoordinatorhidesthecomplexityofthepublicsector

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User-controlledpersonalassistant

• HealthandRightsActof2015establisheduser-controlledpersonalassistanceasaright• Example:“Lisa”isofferedawalkintheparkinthemiddleoftheday,butwhatshereallywantsistobewithfriendsinacaféonFridayevening.

• The user-managedpersonalassistantisthecitizen-centricanswertosuchproblems.Thepatientisgivenacertainnumberofhoursaweek,butthepatientisinchargeofhowandwhenthehoursareused.

• Thisempowersthepatient.

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ICT

• Mostservicesprovidedbygovernmentondifferentlevelsaredependingonhumanresources.Teachersteachourchildren,healthcarepersonneltakecareofthosewithmedicalproblems,andmanualworkisneededtomaintainroads.

• But,ICTplaysanincreasingroleintheserviceprovision.TheteachersareusingICTtocommunicatewithparents,thosewithmedicalproblemsmaybookconsultationsonline.Prescriptionsaresentfromthegeneralpractitioner(GP)tothepharmacythroughelectroniccommunication.DriversmaygetupdatedinformationonroadconstructionworkthroughtheInternet.

• Therefore,itisfairtosaythatelectronicservicesplayanimportantroleinpublicserviceprovision.

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DigitalAgendaNorway

• InApril2016,theNorwegiangovernmentissuedawhitepaper“DigitalAgendaforNorway–ICTforasimplereveryday”.

• Oneofthetwokeyobjectivesisacitizen-centricandeffectivepublicsector.Ambitionsarehigh.

• Theusers(citizens,publicandprivateentitiesandthevoluntarysector),andtheirneedsshallbethecentralstartingpoint.

• Publicservicesshallbeseenascoordinatedandcomplete,independentofwhichpublicsectorentitiesareprovidingtheservices.

• Thepublicsectorshouldreuseinformationinsteadofaskingusersforinformationalreadyacquired.

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DigitalAgendaNorway

• Thegovernmentwants(amongotherthings):– Realuserparticipationtoensurethatusersviewsandneedsistakencareofindevelopmentofdigitalservices.

– Stimulatemoretrialsbyusingservicedesigntocontributetomoregoodusercentricservices.

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Suggestionstoimprovecitizencentricity

• Buildorganizationalidentity• Involvethecitizens• Sharedata• Reusedata• Collaborateonwebsitestructureandcontent• Spendlesstimeonwebsitestructure• Improvereadability• Protectprivacy

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Conclusion

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Conclusion(final)

• Smartcitiesisaboutquality-of-life,efficiency,participationandsustainability• Publicservicedeliverycanbeautomatedorsupportedbytechnology• Citizenscanparticipateincitypolitics,butmayalsoplayanimportantroleasnon-politicalparticipants(e.g.,humansensorsandvolunteers)

• Informationisimportant,andcanbemademoreavailableandaccessiblethroughuseofinformationandcommunicationtechnology

• Internet-of-thingswillhelpmonitoringthecityandhelpdecisionmaking(asshownintheairqualitymonitoringstudy)

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Conclusion(final)

• Citizencentricityisnotobvious• Weneedtoprogressfrom“politicalspeeches”tochangingthecultureofpublicsectororganizations.

• Somerecentlegislationwithinthehealthsectorshowsthepoliticalwillingnesstoimprovecitizencentricity.

• DigitalAgendaforNorwayisastepintherightdirectionregardingelectronicserviceprovision.

• Futurework:In-depthcasestudiestoshowhowidentityandcultureimpactsoncitizen-centricbehavior

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Thankyouforlistening

Ifyouareinterested,pleasestayintouchlasse.berntzen@usn.no

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