Report (Part 6): Sustainable Development Convention 2002

Effective Delivery of Services to Citizens using the Internet

Time: 31 October 2002, 16:00-17:00 Location: Salle A Chair: Peter Sissons Presenters/ Participants: Dr. Alain Ozan, Director, Oracle Alliance & Channels Reporter: Antoinette Wills (ICVolunteers) Languages: English Key words: Kiosk, Citizen Interaction Centre, Multi-channels, Internet

Dr. Ozan opened the session with a brief presentation of Oracle. He continued with the observation that Internet is being used more and more in the public sector as a tool and channel to deliver better services to citizens. It is an efficient and cheap method for the interchange of information as well as being quick and safe, generating satisfaction all round.

The traditional access using three channels of communication (counter, telephone, mail) is very often time wasting in trying to contact the right person for the right information but a multi-channel approach will greatly facilitate this access. It combines new business practices to deal with citizens' interactions and can be applied by governments, NGOs and businesses to areas such as education, culture, administration, finance, economic development maintenance, urban planning, etc. Objectives such as client satisfaction, easy access, reduction of service cost, increased revenue, rapid implementation and integration of existing applications can also be achieved. However, any application of new technology cannot be effective without rethinking business practices to efficiently process the interaction of information.

Using visuals, Dr. Ozan then showed a Citizen Interaction Center's Internet portal and portlets, designed to resemble a Yahoo layout, which could be used by governments to provide citizens with direct access to information. Driving licenses, passports, etc. could also be obtained in this way. An historical record of each citizen could be stored in a confidential database. Information regarding new legislation affecting individuals could also be provided as well as guidance on the implementation of new directives. Such a system could also be harnessed for e-learning by offering training selections whereby professionals could update their knowledge in the area pertaining to their work and then effect a self-assessment.

A smart community centre in Valencia, Spain has set up an Internet portal, with access via PCs and interactive TV, and provides more than 250 different services, including the creation of websites for local businesses. There are 12,000 terminals with 50,000 users as well as 150 schools with access. With a training time of only four hours, it has been estimated that an individual spends an average of 49 minutes a day on the Interaction Centre.

Newham Council in London, England, is in an area of deprivation and poverty and has developed programs to try and combat these problems. Seven internet-based touch-screen kiosks have been installed in public places, which are easy to use and to access. The kiosks are equipped with multilingual talking aids to assist navigation.

In conclusion, Dr. Ozan summarized the operational functioning of a services platform.

Interesting Questions

1. In answer to a concern about the confidentiality of such sensitive and personal information on the Net, Dr. Ozan replied that in addition to the usual security measures, each user would have a personal key/pass word to ensure complete confidentiality when using a Citizen Interaction Centre.
2. Answering a query about the feasibility of the system for remote communities, Dr. Ozan assured the audience that a kiosk is the ideal solution as it is quite cheap, quick and easy to install and the system could also be shared by many entities.
3. Replying to the question about who could exert pressure to encourage government entities to change their habits and adopt such Citizen Interaction Centers, Dr. Ozan considered that it was the upcoming generation who would be instrumental in bringing about this through economic pressure.

Conclusions
The Internet is real and here to stay so governments and businesses will eventually have to adapt to new methods of communicating with their citizens and clients.