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Sotiris Koussouris (National Technical University of Athens) Panagiotis Kokkinakos (National Technical University of Athens)
Dimitrios Panopoulos (National Technical University of Athens) Dimitrios Askounis (National Technical University of Athens)
Anshu Jain (IBM India) Alan Hartman (IBM India)
Christian Zirpins (Karlsruhe Institute of Technology) Christos Georgousopoulos (INTRASOFT Int.)
‣ A more citizen oriented and transparent government, improved public sector performance etc. are necessary
‣ Public unrest within EU shows that citizens want to get their voices considered by decision makers and demand more transparency
‣ ICT and Web2.0 can constitute the pillars of innovation and reformation
‣ The value of public services can only be identified and assessed through a process of democratic engagement between service providers and service recipients
2 METTEG 2001 - June 2011 – Camerino, Italy
‣ Engaging Citizens in the Decision Making process, using push and pull based methods
‣ Supporting Decision Makers towards serving the citizens in a more efficient way o Transparency o Trust o Undestand the Citizens’ Perspective & Perception of Services
‣ Not only for re-engineering or automation purposes, but most importantly for the composition of new service concepts
METTEG 2001 - June 2011 – Camerino, Italy 4
‣ Relies on the experiences of the current model by introducing Web 2.0 aspects capturing the whole life cycle of a service
‣ Taking into account citizens’ opinions through Opinion Mining
‣ Introducing Cost/Value Modelling Mechanisms
‣ Offering real time Simulation and Visualisation interfaces for increasing transparency and letting citizens know the expected impact/costs
‣ Gives a high level description of how public services should be designed and deployed in the Web2.0 era
METTEG 2001 - June 2011 – Camerino, Italy 5
} Selection of a set of public services that should be examined and prioritised in order to be used for the use case exercise is necessary in every similar effort
} Need for a methodological framework for selecting and prioritising public services for reform purposes
} Initial Requirements Identification and Services Description for rapid process modelling towards simulation
METTEG 2001 - June 2011 – Camerino, Italy 7
A template which aims to capture important aspects of a service, in order to thoroughly describe a service in many facets: ‣ General Data ‣ Service Concept ‣ Stakeholders ‣ Service Requirements ‣ Processes and Tasks ‣ Service Online Availability Data ‣ Individual Resources ‣ Cost of Service Delivery ‣ Opinion Mining Sources
METTEG 2001 - June 2011 – Camerino, Italy 8
Based on the Analytic Network Process (ANP) ‣ Multi Criteria Method
‣ Relies on pair wise comparisons o of clusters o of elements
METTEG 2001 - June 2011 – Camerino, Italy 10
METTEG 2001 - June 2011 – Camerino, Italy 11
Service Flow Service Complexity Service Importance Service Load Data Public (Final) Service Legal Framework
Implication Based on European
Policies Total Service Duration
Self-appointed Call of Service
Level of Compliance with National Interoperability
Frameworks Existence of a Pan-
European Dimension Frequency
Re-usability by other Services
Requirement for Personal Presence at the Submission
of the Application
Potential to deliver Value within the time frame of
the Project No of Inputs
Internal Service Execution Domain
Requirement for Personal Presence at the Delivery of
the Service Importance for the Service
Provider Organization
External Service Execution Domain
Level of Support by IT Systems
METTEG 2001 - June 2011 – Camerino, Italy 12
Alternatives - YPES Services Alternatives - Tilburg Services Alternatives - Venice Services Access extracts of insurance record in
Social Security Organization Virtual Tilburg participation toolkit Building-commercial activities permissions
Certificates for various civil acts City info on an iPhone Authorization and charging for the occupation of public services
Monitoring compensation procedures of Hellenic Organization of
Agricultural Insurances Living-care service zone Contribution for the purchase of the
first home
Transferring Citizen’s rights to another Municipality WABO combined building permission Integration between Iris and GeoLP
Monitoring an application submitted through eGov procedures Werkplein Job intermediation Nomadic work
Service Alternatives
METTEG 2001 - June 2011 – Camerino, Italy 14
Pair Wise Comparisons and Priority Matrix
Intensity of importance Definition Explanation
1 equal importance the two elements contribute equally to the objective 2 weak 3 moderate importance experience and judgment slightly favour one element over another 4 moderate plus 5 strong importance experience and judgments strongly favour one element over another 6 strong plus
7 very strong or demonstrated importance
an element is favoured very strongly over another; its dominance is demonstrated in practice
8 very, very strong
9 extreme importance the evidence favouring one element over another is of the highest possible order of affirmation
Reciprocals of above
If the element i has one of the above nonzero numbers assigned to it when compared with the element j, then j has the reciprocal value
when compared with the element i a reasonable assumption
‣ A methodology for supporting decision makers in:
o recording in detail the workflow of the services, a key factor in order to gain thorough insight to the methods that public service providers and policy makers intuitively follow
o Evaluating/ranking the importance and the readiness of already working to services to be re-engineered for a specific cause
‣ The method is capable of handling even more alternatives and can be easily tailored to any re-engineering needs
‣ Successful application of the described methodology during COCKPIT project
METTEG 2001 - June 2011 – Camerino, Italy 16
‣ The selected service scenarios will be the initial pilots and evaluators of the New Governance Model proposed by COCKPIT Project
http://www.cockpit-project.eu ‣ Supported by COCKPIT toolkit
(opinion mining, public deliberations, cost and value modelling, simulation, visualisation)
METTEG 2001 - June 2011 – Camerino, Italy 17
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