26 August 2010 1ICT 2009 FP7-248222

Empowering Citizens in Public Service Design and Delivery: A reference

model and Methodology

Yehia TAHERWillem-Jan van den Heuvel

Sotiris Koussouris

European Research Institute in Service Science (ERISS) - Tilburg UniversityThe Netherlands

DSSLAB - National Technical University of AthensGreece

1. Background and Motivation

2. Solution: New Governance Model and Reference Meta-Model (Cockpit Meta-Model)

3. Cockpit Meta-Model : Overview & Components

4. Conclusion

Outline

ICT 2009 FP7-248222 2

What is Public service ?

Governments, including local municipalities, provinces and national public bodies, deliver public services to their citizens for their general interest.

Range from simple services such as publishing information to services as complicated as issuing passports, civil acts certificates (birth, marriage, death), and, building/commercial activities permissions, etc.

Public services typically rely on several cross-organizational business processes, transactions and resources

Introduction

ICT 2009 FP7-248222 3

Background and Motivation

ICT 2009 FP7-248222 4

Current public service design and delivery: Ad-hoc way

Problem statement (1/2)

ICT 2009 FP7-248222 5

1. Public service still seen as a commodity, rather than something profounder, a form of human interaction:

Public organisations still seek to deliver services for the lowest cost and maximum profit

Without explicitly consulting their citizens while designing their service offerings

→ This eats away at the fundamental purpose of public service: to provide support and to help people to live their life at their full potential

Problem statement (2/2)

ICT 2009 FP7-248222 6

2. There is still no common representation for public service:

Currently public services are created in ad-hoc way

Each service designer uses its own representation

→ Fragmented piece of services that they have limited value-added outside their own organisation

→ Integration, reuse, and assembly of services provided by external public organisation are then hindered

Objective (1/2)

ICT 2009 FP7-248222 7

‣A systematic methodology empowering the citizen role in the service design and delivery process (Cockpit New Governance Model)

‣Target:

o More adaptive services to the citizens' needs

o Better services which has a positive impact on the citizens’ life

o Improvement of the communication between the citizens and the Local and Public Administration

o Creation of ideal conditions for social activation of the citizens

Objective (2/2)

ICT 2009 FP7-248222 8

Cockpit Meta-Model

→ Express the Cockpit new governance Model in a formal representation (will be called cockpit meta-model)…

Cockpit new governance model (NTUA)

ICT 2009 FP7-248222 9

Cockpit new governance model (NTUA)

ICT 2009 FP7-248222 10

Service conceptualisation and implementation decision: o Expresses the actions associated with the decision to conceptualise and

implement a service by relying on laws, policies, public requirements, etc.

Service Modelling: o Expresses the actions associated with the service modules modelling

including functional and non functional service requirements, but also the service simulation and optimisation

Service deployment: o Expresses the actions associated with defining the way (channels) an

already implemented service will reach its target audience

Service delivery evaluation: o Expresses the actions associated with the evaluation of deployed services

Abstract definition of concepts and relationships involved in the public service design and delivery domain

Forms the conceptual basis for the development of more concrete models of the domain and, ultimately implementations in a computing context

Premise: Public service can be better designed and centred to

the citizen requirements through the use of the opinion mining concept

COCKPIT Meta-Model: Definition

ICT 2009 FP7-248222 11

Contains concepts such as Citizen requirements, Strategic plans, actions plans, Public services, etc

Contains definitions, rules, and templates

Contains no data

Cockpit Meta-Model : Features (1)

ICT 2009 FP7-248222 12

Cockpit Meta-Model

Customization

Cockpit Meta-Model : Features (2)

ICT 2009 FP7-248222 13

Customization

Customization

CustomizationCockpit Meta-Model

Tilburg-City Meta-Model

Venice-City Meta-Model

Athens-City Meta-Model

Cockpit Meta-Model : Overview (Relationships between key concepts)

ICT 2009 FP7-248222 14

Strategic Plan

Action Plan (Directive)

Public Service

Processes

Resources

Requirement

Desired outcome

Outcome

Output

Human/Infrastructure/IT

Produces

Produces

includes

Recognizes

has

Citizens Opinion (Mining)

Captures

Set

Comes up with

Composed of

ConsumeHelp to

produce

Contributes to

Contributes to realizing

Fulfils

evaluates

evaluates

evaluates

Cockpit Meta-Model : Components

15

Cockpit Meta-Model

service foundation elements representation

service decision making elements represesntation

service concept representation

service requirement representation

service operation representation

service cost and vaue representation

Cockpit Meta-Model : service foundation elements representation

ICT 2009 FP7-248222 16

Cockpit Meta-Model: Service decision making elements representation

ICT 2009 FP7-248222 17

Cockpit Meta-Model: Service concept representation

ICT 2009 FP7-248222 18

ICT 2009 FP7-248222 19

Goal Target Date Metric

Reduce the time to find a job 12/2012Time from registering as a job seeker to start of employment

Reduce the time to fill a job vacancy 12/2012Time from registering of a new vacancy till it is filled

Reduce the cost of filling a job vacancy

12/2012Cost to fill a new vacancy – including advertising, loss of production, time and staff costs at HR

Metric Current value Desired value

Time from registering as a job seeker to start of employment

4 weeks 2 weeks

Time from registering of a new vacancy till it is filled

2 weeks 1 week

Cost to fill a new vacancy – including advertising, loss of production, time and staff costs at HR

Depends on the employing company

20% reduction of the employing company’s costs

vision Opinion Keywords Policy Keywords

Until recently Job intermediation was organized by

and with job seekers and business. In the new

situation:

a. New institutions are involved: social security

& unemployment administration with the

aim to improve the efficiency of matching

businesses requiring employees and job

seekers requiring work.

b. New activities are used: appointing a

personal case manager to every job seeker

and availability of new tools/ subservices

like re-education & training, training in

applying for a job, offering a learning place.

- Job seeker

- Job vacancy

- Employment agency

- Job opportunity

- Out of work

- …

- Employment

- Privacy

- Unemployed agency

- …

Cockpit Meta-Model: Service requirement representation

ICT 2009 FP7-248222 20

ICT 2009 FP7-248222 21

Name of Stakeholder

Role of Stakeholder

Requirements/ expectations

Job seeker Customer

Fast time to employment Job match to skills Salary meets expectations Good working conditions

Job vacancy provider Customer

Fast time to fill vacancy Reduced cost of filling vacancy Employee retention time improved (good

match)

Case manager Employee of service provider

Assist customers in achieving their goals Job satisfaction Good working conditions

Requirement MetricImportance of requirement

(H/M/L – to each stakeholder)

Fast time to employment Time from registering as

applicant to start of employment

Job seeker – HCase Manager - HOthers - L

Increase employabilityNumber of matches between the applicant and the pool of

currently available jobs

Job seeker – MCase manager - MOthers - L

Accuracy of matching Number of failed job interviewsJob seeker – MJob provider – HOthers - L

Cockpit Meta-Model: Service operation representation

ICT 2009 FP7-248222 22

ICT 2009 FP7-248222 23

Process name

Process description

Service request

initiating the

process

Process participa

nts (roles)

Requirements met by the process

Open job seeker case

Identify job seeker, open case, construct CV, construct training

plan, set up job interviews, follow up interviews, and exit

the system

Find me a job

Job seeker, Case

manager

Fast time to employment Job match to skills Salary meets expectations Fast time to fill vacancy

… ... ... ... ...

Process Name: Open job seeker case

Task name Capabilities (resources)

Service time

Roles Possible next tasks

Initial interview

JI SystemEmployment office

X hoursJob seekerCase Manager

If match exists: Setup job interviewIf no match exists: Construct training plan

Setup job interview

JI SystemTelephone

x minutes

Administrative assistantJob seekerJob vacancy provider

If further matches exist: repeat this taskOtherwise: Wait for interview results and setup Follow up meeting

Construct training plan

Training InformationJI System

X hourJob seekerCase manager

Follow up meeting

Capability competency Level Availability

Centre Manager MBA or Senior public administrator 9-5 Mon-Fri

Case Manager Bachelor in public communication 9-5 Mon-Fri

Administrative assistant Secretarial skills 9-5 Mon-Fri

Employment Centre Centrally located 9-5 Mon-Fri

IT System software NA 24/7

Cockpit Meta-Model: Service cost representation

ICT 2009 FP7-248222 24

Cockpit Meta-Model: Service cost representation

ICT 2009 FP7-248222 25

Job/Resource Type Skill/Quality Level Availability Cost Details

Centre Manager MBA or Senior public administrator 9-5 Mon-Fri 35 k Euro per year

Case Manager Social worker 9-5 Mon-Fri 30 k Euro per year

Administrative assistant Secretarial skills 9-5 Mon-Fri 25 k Euro per year

Employment Centre Centrally located 9-5 Mon-Fri 40 k Euro per year

IT System software NA 24/7 10 k Euro per year

Cockpit Meta-Model: Service value representation

ICT 2009 FP7-248222 26

A new governance model and reference meta-model

Assist public service providers to design better quality public services

→ Citizens have a high impact on the service design and delivery process from the service requirement analysis, to the service modelling, deployment, and evaluation...

Conclusion

ICT 2009 FP7-248222 27

Thanks for your attention

Questions ?

ICT 2009 FP7-248222 28

26 August 2010 29ICT 2009 FP7-248222

Empowering Citizens in Public Service Design and Delivery: A reference

model and Methodology

Yehia TAHERWillem-Jan van den Heuvel

Sotiris Koussouris

European Research Institute in Service Science (ERISS) - Tilburg UniversityThe Netherlands

DSSLAB - National Technical University of AthensGreece