scholarly journals Reorganisation of government back-offices for better electronic public services - European good practices (back-office reorganisation), Volume 2: Annexes 1 to 5, commissioned by: European Commission

2004 ◽  
pp. ITA-pb-a33-2 ◽  
Author(s):  
J. Millard ◽  
H. Kubicek ◽  
H. Westholm ◽  
J. S. Iversen ◽  
R. Cimander
Keyword(s):  
European Commission ◽  
Public Services ◽  
Good Practices ◽  
Back Office

scholarly journals A reorganização das retaguardas administrativas de governo para a melhoria dos serviços públicos eletrônicos

2014 ◽  
Vol 57 (1) ◽  
pp. 87-112
Author(s):  
European Commission
Keyword(s):  
Information Society ◽  
Public Services ◽  
Good Practices ◽  
Directorate General ◽  
Back Office

Este texto constitui parte do primeiro volume do relatório Reorganisation of government backoffices for better electronic public services -– European good practices (back-office reorganisation), apresentado à Comissão Européia em janeiro de 2004. O estudo foi patrocinado pelo Directorate General for Information Society and Media (Diretório Geral para a Sociedade da Informação e Mídia) da Comissão Européia. Tradução de Claudia Asazu e revisão técnica de Leonardo Moreira Figueira.

Personalisation through Technology-Enhanced Learning

2010 ◽  
pp. 1-15 ◽  
Author(s):  
Gráinne Conole
Keyword(s):  
European Commission ◽  
Public Services ◽  
Knowledge Society ◽  
Economic Cooperation ◽  
Technology Enhanced Learning ◽  
International Policy ◽  
Policy Documents ◽  
School Knowledge ◽  
Personalised Learning ◽  
Enhanced Learning

There is a growing awareness that one-size-fits-all approaches to school knowledge and organisation are ill-adapted both to individuals’ needs and to the knowledge society at large. To move beyond uniform, mass provision can be described as “personalisation” of education and of public services more widely. This quote is the introduction to an OECD (Organisation for Economic Cooperation and Development) publication (OECD, 2006) that illustrates the growing importance being placed on the concept of personalised learning. This is evident in the increasing reference to this and related terms in national and international policy documents (NSF, 2008; DfES, 2006; Becta, 2008; European Commission, 2008). This chapter will consider the discourse of the concept of personalisation and how it can be supported through technology-enhanced learning. This introduction will look at the policy rhetoric and consider to what extent it is realised in practice. It will describe a range of illustrative examples of how technologies are being used to meet the personalised learning agenda.

scholarly journals Once-Only Principle Good Practices in Europe

2021 ◽  
pp. 61-82
Author(s):  
Maria A. Wimmer
Keyword(s):  
Public Sector ◽  
European Commission ◽  
Public Service ◽  
Action Plan ◽  
Good Practice ◽  
Digital Transformation ◽  
Service Provisioning ◽  
Good Practices ◽  
Administrative Burden ◽  
Reducing Costs

AbstractDigital transformation has become a recent keyword in the evolution of public sector modernization through the once-only principle (OOP). The once-only principle is among the seven driving principles in the eGovernment Action Plan 2016–2020 of the European Commission (EC). It requires that citizens and businesses need not to provide the same data to governments if that data is already in their hands. The ultimate goal of the principle is to reduce administrative burden and to simplify public service provisioning therewith also reducing costs and improving public service. To boost developments towards administrative burden reduction and simplification in public service provisioning, the SCOOP4C project has investigated good practice solutions across Europe. In this contribution, we provide an overview of good practice OOP cases and OOP enablers studied in the project, followed by a synthesis of the benefits and key enablers to boost the OOP implementation across Europe.

scholarly journals Data Management for Platform-Mediated Public Services: Challenges and Best Practices

2021 ◽  
Vol 19 (1) ◽  
pp. 22-36 ◽  
Author(s):  
Agnieszka Rychwalska ◽  
Geoffrey Goodell ◽  
Magdalena Roszczynska-Kurasinska
Keyword(s):  
Best Practices ◽  
Business Model ◽  
Public Services ◽  
Personal Autonomy ◽  
Critical Assessment ◽  
Public Infrastructure ◽  
Good Practices ◽  
The Public ◽  
The Government ◽  
Infrastructure Services

Data harvesting and profiling have become a de facto business model for many businesses in the digital economy. The surveillance of individual persons through their use of private sector platforms has a well-understood effect on personal autonomy and democratic institutions. In this article, we explore the consequences of implementing data-rich services in the public sector and, specifically, the dangers inherent to undermining the universality of the reach of public services, the implicit endorsement of the platform operators by the government, and the inability of members of the public to avoid using the platforms in practice. We propose a set of good practices in the form of design principles that infrastructure services can adopt to mitigate the risks, and we specify a set of design primitives that can be used to support the development of infrastructure that follows the principles. We argue that providers of public infrastructure should adopt a practice of critical assessment of the consequences of their technology choices.

Bringing all clients into the system – Professional digital discretion to enhance inclusion when services are automated

2021 ◽  
pp. 1-17
Author(s):  
Iréne Bernhard ◽  
Elin Wihlborg
Keyword(s):  
Public Services ◽  
Democratic Legitimacy ◽  
Process Automation ◽  
Public Agencies ◽  
Front Line ◽  
Public Values ◽  
Qualitative Case Studies ◽  
Digital Divides ◽  
Back Office ◽  
Depth Interviews

The increasing use of automated systems for decision-making and decision support in public administration is forming new practices and challenging public values since public services must be impartially accessible and designed for everyone. New robotistic process automation (RPA) systems are generally designed based on back-office structures. This requires clients to submit relevant data correctly in order for these services to function. However, not all potential or intended users of these services have the competence and the capacity to submit accurate data in the correct way. Front-line case workers at public agencies play critical roles in supporting those who have problems using the services due to the aforementioned accessibility requirements and thereby work in bridging digital divides. This article analyses strategies used by front-line case workers to complement RPA and improve the inclusion of all clients in the services. It builds on qualitative case studies at two Swedish authorities, including in-depth interviews and observations. The study shows that the discretion of the front-line case workers is limited by the RPA systems, and they also have limited discretion to support clients in their use of the digital services. Instead, they develop strategies in line with more service- and socially-oriented values; duty-oriented values are integrated into the RPA. The analysis shows the importance of forming new support structures for inclusion when public services are automated to maintain the core public values of inclusion and democratic legitimacy.

Good Practices in E-Government Accessibility

2021 ◽  
pp. 1513-1525
Author(s):  
Fernando Almeida ◽  
José Augusto Monteiro
Keyword(s):  
Public Services ◽  
High Contrast ◽  
Good Practices ◽  
Government Services ◽  
Accessibility Issues ◽  
Alternative Text

This chapter looks to the accessibility good practices that should be adopted in the development of e-Government platforms. To this end, accessibility issues and implemented good practices in e-government services portals of the Top-4 countries in the overall e-Government Benchmark 2017 are comparatively analyzed. Despite the recognized work of those countries in the digitization of public services and the existence of relevant good practices, there are still relevant issues in accomplishment accessibility standards, particularly in the structuring of websites, the use of alternative text to images and videos, the adoption of alternatives to flash technology and the use of high contrast colors.

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