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Report

Teaser, summary, work performed and final results

Periodic Reporting for period 1 - CITADEL (Empowering Citizens to TrAnsform European PubLic Administrations)

Teaser

The CITADEL action is focused on transforming the public sector to make more efficient, inclusive and citizen-centric digital public. To achieve that, CITADEL aims to explore, monitor and analyse the drivers, enablers, impact, risks and barriers of open, innovative and...

Summary

The CITADEL action is focused on transforming the public sector to make more efficient, inclusive and citizen-centric digital public. To achieve that, CITADEL aims to explore, monitor and analyse the drivers, enablers, impact, risks and barriers of open, innovative and collaborative government across a diverse terrain of PAs through an open and scalable platform based on innovative ICTs in order to understand, transform and improve the delivery of digital public services by proposing recommendations to enhance the PAs policies and processes with a view to deliver effective, inclusive and high quality digital public services across Europe.
CITADEL is underpinned by the idea expressed by Albert O. Hirschman in his Exit, Voice, and Loyalty treatise [1] and complemented with the extension made by Stein Rokkan [2] adding Entry to the notion of Exit.

CITADEL aims to capture data associated with Exit, Entry, Voice and Loyalty, and use them to understand the use (or not) of digital public services by citizens, so as to transform PAs, in order to improve the efficiency and inclusiveness of digital public services. By analysing Loyalty and Voice, CITADEL can understand how satisfied citizens are with the offered digital public services. In addition, CITADEL will extend user Loyalty (satisfied citizens) and Voice (citizens’ opinions) through co-creation and assessment / evaluation. While co-creation will allow citizens to take active part in the creation of new public services, or in the improvement of existing ones, the evaluation of digital public services can be used to understand the satisfaction of the citizens. By analysing Exit, data can be used to transform the public policies and processes, to bring citizens back in, where possible. By analysing Entry, CITADEL can include the views of citizens who do not use a given public service as part of Voice, with a view to increase the participation of citizens in the PAs.
The realization of the approach is achieved through two main strands: “Understand to Transform” and “Co-create to Transform”. “Understand to transform” aims to collect available information from citizens and other stakeholders in order to analyse and understand which are the required the transformations needed to be carried out in in the policies and processes of the PAs in order to deliver services with higher added-value and in a more efficient way. This strand implements Exit and Entry. “Co-create to transform” aims to increase the participation of citizens and other stakeholders in the Public Sector by means of facilitating their involvement in the creation or modification of the public services. This strand implements Loyalty and Voice. The implementation of these two processes will be enabled by ICT enablers through the CITADEL Ecosystem which is an open and scalable solution based on innovative ICT Technologies.
The CITADEL ecosystem allows adapted selections and visualizations of digital public services based on the citizens’ preferences, profile and other characteristics and encouraged to evaluate them.
To overcome the limits of personalization using only data from citizens that use a public service, CITADEL is seeking to collect data from citizens who do not use a given public service.
In addition, CITADEL studies the willingness of civil servants to engage with citizens in decision – making processes and the digital maturity of the PAs in various dimensions (organizational, processes, legal and people).
CITADEL will be validated in four different use cases at local (Antwerp), regional (Regione di Puglia) and national level (Latvia and The Netherlands).

[1] Albert O. Hirschman. 1970. Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and States. Cambridge, MA: Harvard University Press. ISBN 0-674-27660-4.
[2] Stein Rokkan. 1974. Entries, voices, exits: Towards a possible generalization of the Hirschman Model. Social Science Information. 13 39-53.

Work performed

Main achievements for this period can be summarized as follows:
• Analysis of user-exit and non-take-up of digital public services
• Completion of the vignette study design into public officials’ willingness to engage with citizens in administrative decision-making.
• Privacy literacy exercise
• Digital Maturity Assessment model that will be used to assess the digital maturity of PAs.
• Analysis of co-creation experiences in the public sector and the private sector
• Definition of the requirements for the CITADEL co-creation methodology
• Initial version of the co-creation methodology, including the main phases and tools / techniques that can be used
• Definition of the generic CITADEL processes, as well as the functional and non-functional requirements of the ICT enablers
• Detailed architecture of the CITADEL ICT ecosystem
• Set up of the DevOps infrastructure for the development and operation of the CITADEL ICT ecosystem.
• Definition of the use cases, accompanied by a set of prioritized functional requirements.

Final results

The main innovations for this period are:
• Inclusion of the recommendations obtained as part of the analysis carried out by the social scientists into the ICT enablers.
• The holistic approach followed to understand the user-exit and non-take up, analyzing the citizens’ attitude, the willingness of public servants to engage with citizens in administrative decision-making, the maturity of public administrations, and the knowledge of public servants in regards to privacy.
• CITADEL Co-creation methodology and the requirements for the personalization of the methodology taking into consideration the context of the public administration.
• The DevOps approach that will be followed in the development of the ICT enablers
• The multi-disciplinary and iterative approach followed to gather the requirements from the use cases.
The results are:
• KR1-CITADEL Recommendations and guidelines to transform Public Administrations.
• KR2-CITADEL Information monitoring service:
• KR3-CITADEL tool supported methodology for the co-creation of digital public services.
• KR4-CITADEL Co-creation collaborative tool
• KR5-CITADEL Discovery service
• KR6-CITADEL Assessment services
• KR7: CITADEL Security toolkit
• KR8: CITADEL Ecosystem
Both citizens and society as a whole will benefit from CITADEL. By examining citizens’ voices that use digital public services, CITADEL is able to use this data to readjust public service provision to bring about improvements according to their requirements. In addition, by offering a channel whereby these citizens can co-create public services, new digital public services can be created which suit their needs. Beyond this, CITADEL will examine the reasons citizens stop using a public service through Exit. By “reasoning” about the motives for Exit, CITADEL will set conditions whereby public authorities can pro-actively use this information to make public services more attractive, with the aim of attracting many citizens back into using these public services. Once citizens use digital public services, they can participate in co-creation processes and so on. A core innovation of CITADEL is also to use data on citizens’ opinions to examine Entry, or, why citizens do not use public services. CITADEL will do this to identify, and possibly remove, the barriers facing some citizens with a view to identify patterns that can help to “push” citizens nearer to taking up public services.

Website & more info

More info: http://www.citadel-h2020.eu/.