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         13 October 2010

Bringing the benefits of ICT enabled Public Services
          to Socially Disadvantaged Groups
    through improved Service Delivery Channels
                 Inclusive eGovernment

•   ~1/3 EU population (150M) in need for social support
         same 1/3 use eGovernment/public services the least
         same 1/3 huge impact on Governments economies
         and society at large

•   Socially excluded Groups
         are fragmented
         have complex and multiple needs
         live in different environments
•   Services Delivery
         80% of social services is delivered locally
         delivery is based on complex and mixed value chains
         (public/private = public local administrations, NGOs,
         charities, civil organizations, volunteers, etc.)
             Inclusive eGovernment
                                                RATIONALE 2

WHY:       Promote and support social inclusion
           By improving access to public services
           from socially excluded groups

WHO =      Socially Disadvantaged Citizens
           Intermediaries engaged in the delivery of social services
           (Public Administration. Local Authorities, Third sector, Users
           associations, Private sector, etc.)

HOW    =   by Maximizing efficiency and effectiveness
           in service delivery by e.g.:
           • Improving ICT tools/processes/protocols
             (within delivery chains)
           • Developing new service delivery profiling
             (e.g. flexible, personalized, combined, based on multichannel
           • Applying sustainable business models
             (for P.P.P., social contracts and alliances in service delivery)
               Inclusive eGovernment

• Intermediaries and stakeholders
   engaged in the delivery of social services
    e.g. Public Administration. Local Authorities, Third sector, Users
    Associations, Private sector, etc.
SECTORS and target Areas
• Social: Elderly, Disabled, Immigrants, MYP, Homeless
• Economy: Job Opportunities
• Education: Formal/Informal, learning and vocational training
          Inclusive eGovernment

• Mainstreaming
  through Coordination, partnership, leaderships at
  National and EU level

• Pilots, studies, Models and reference
  frameworks for Sustainable Models

• Creation of Communities of Practice:
  Sharing of efforts, models, frameworks and BPs,
        Inclusive eGovernment
                     & the DAE

          In line with
        Key Action 10
  Digital Agenda for Europe

and in support of digital literacy and
competences as a priority for the
European Social Fund regulation
                                           Inclusive eGovernment
                                            ADD-ME! Network
                                                                            EU Pilot actions
                                  •Federate Communities of Users and Practices
                                       •Map and Coordinate Stakeholders
                                      •Identification and Replication of BPs

           CEMSDI                                                                 eGov4U
   •ICT skills/Digital Literacy       Inclusive Public Services
    •Capacity Building of POs
                                                                      •Models and Strategies
                                            Key Enablers:             • Multichannel Delivery
   •DLA (Digital Local Agenda)
      •Multichannel Delivery                                                 •Replication
                                  •ICT Skills/Digital Literacy of POs       & Deployment
                          •Empowerment/Capacity Building
                            •Multichannel Service Delivery
                              •eAccessibility of P..WSs
            eGOS                 •Framework Models               DIEGO
    •Vocational eGuidance           •Coordination        •eAccessibility e Scalability
•Empowerment of Intermediaries                                              of Public Web Sites
  •Multichannel Delivery & O.S.                                            •BP models replication
                                             MCeGOV study                  •Multichannel Delivery
                                         Reference Frameworks
                                            for Sustainable Models

End USERS =            Socially Excluded (e.g. Elderly, Unemployed, Immigrants, youngsters, etc)
                       Public Officials and Intermediaries
Inclusive eGovernment : examples

       A citizen & ageing perspective (1)

       • I’m Dirk, I’m from Belgium. I worked
          • 20 years in Belgium
          • 5 years in France
          • 6 years in Luxemburg
       • I came back to France and I’m about
         to retire in the south of France
       • How do I get my pension rights?
Inclusive eGovernment : examples

              A citizen & job perspective (2)

     • I’m Lena from Sweden and I face difficult
       times ahead
        • My contract ends in 2 weeks
        • I have no savings
        • I live on my own with 2 kids
     • Can I get any social support?
     • How in my remote village?
Inclusive eGovernment : actions

  • Dirk will use his Belgian eID to apply to the pension
    rights portal and he is a few clicks away from getting
    his pension rights from 3 countries at once!

  • Lena is be able to work though a single access point
    in her local municipality to apply for her benefits.
    She is also able to access regional training
    programs, municipal housing schemes and examine
    cross-national employment schemes.
    She is supported by a local employee and linked to a
    knowledge system interconnecting administrations
    in Sweden and Denmark
     Inclusive eGovernment

            DG INFSO
ICT Addressing Societal Challenges
       « ICT for Inclusion »
  Contact for Inclusive eGovernment:
             Marina Manzoni
        Tel: +32-2-2968028
        Fax: +32-2-2961740