Towards user journeys for the delivery of cross-border services ensuring data sovereignty

Project Information

ACROSS

Grant agreement ID: 959157

DOI

10.3030/959157

Project closed

EC signature date 11 November 2020

Start date 1 February 2021

End date 30 April 2024

Funded under

• SOCIETAL CHALLENGES - Europe In A Changing World - Inclusive, Innovative And Reflective Societies

Total cost

€ 3 998 312,50

EU contribution

€ 3 998 312,50

Coordinated by

ATHENS TECHNOLOGY CENTER ANONYMI VIOMICHANIKI EMPORIKI KAI TECHNIKI ETAIREIA EFARMOGON YPSILIS TECHNOLOGIAS
Greece

Periodic Reporting for period 2 - ACROSS (Towards user journeys for the delivery of cross-border services ensuring data sovereignty)

Reporting period: 2022-02-01 to 2024-04-30

Summary of the context and overall objectives of the project

ACROSS provides an integrated ecosystem for co-designing, co-creating, and co-delivering user-centric, accessible, interoperable, and regulation-compliant cross-border digital services while ensuring data sovereignty and control for citizens. Developed and tested in Greece, Germany, and Latvia, ACROSS addresses technological, organizational, administrative, semantic, and legal aspects to enhance cross-border mobility services efficiently.
The project has significantly advanced digital public services by focusing on interoperability, user-centricity, data privacy, and ethical considerations. ACROSS has empowered users and provided practical solutions for public administration, enhancing efficiency, transparency, and user experience.
Key advancements include:
• Data Governance Framework: Implemented a comprehensive framework compliant with regulations, focusing on novel data usage models in cross-border scenarios.
• Technological Platform: Developed a platform supporting cross-border service interoperability with connectors for compliance with common technological standards.
• Virtual Assistants: Integrated virtual assistants to enhance user experience and accessibility in navigating digital services.
• User Journey Methodology: Introduced a co-created methodology emphasizing ethics and inclusivity for modeling digital public services.
• Empowering Data Subjects: Developed a data handling governance framework with GDPR compliance measures for user data control.
• Socio-Economic Impact Assessment: Created a framework for assessing the impact, benefits, and risks of its solution in public administration, using qualitative and quantitative indicators, SWOT analyses, and cost-benefit analyses.

Work performed from the beginning of the project to the end of the period covered by the report and main results achieved so far

Overall, the project achieved the following key objectives:
• User Journey Methodology Implementation: Developed a governance model through a co-creative approach, identifying shared values and analyzing cross-border service gaps. This led to a common User Journey definition.
• Personal Data Governance Framework Development: Collected requirements from various perspectives, analyzed European initiatives, and defined the framework's architecture.
• Tools and Technological Solutions Implementation: Implemented tools compliant with eIDAS for authentication and user support, connecting public and private sector services.
• Platform Architecture Definition and Implementation: Defined the ACROSS platform architecture, designed Continuous Integration pipelines, and began implementing the platform prototype.
• Use Cases Execution: Applied the user journey concept across three pilot countries, tested by 155 citizens and experts. Integrated six public service mock-ups and identified potential private sector services for cross-border mobility.
• Impact Assessment Framework Development: Collaboratively developed an assessment framework, conducted a dedicated survey, and performed SWOT and cost-benefit analyses.
• Toolbox Implementation: Developed a toolbox for public administration managers, available on the Interoperable Europe portal, documenting outcomes, lessons, and recommendations.
• Legal Requirements Definition: Defined and assessed legal requirements based on data privacy and e-Government legislation to ensure suitability.
• Dissemination & Communication Strategy Development: Created a strategy covering target audiences, communication methods, and dissemination standards.
• User Needs Analysis and Value Proposition Identification: Analyzed user needs, defined the ACROSS value proposition through SWOT and PESTL analyses, and identified Key Exploitable Assets.
• Policy Brief Preparation: Prepared two briefs addressing cross-border services, barriers, and ACROSS solutions.
• Ethics Outputs Creation: Produced thirteen deliverables on data protection policies and templates, leveraging best practices and partner expertise.

Progress beyond the state of the art and expected potential impact (including the socio-economic impact and the wider societal implications of the project so far)

ACROSS advances the state of the art by developing a User Journey methodology for defining cross-border life events and creating a governance model through co-creation. This process started with identifying shared values and analyzing gaps. The consortium envisions ACROSS as a radically decentralized platform minimizing personal data collection and facilitating cross-border data sharing within the EU, adhering to privacy and digital identity protection principles.In response to slow progress and barriers in providing online services for foreign users, exacerbated by the COVID-19 crisis, ACROSS aims to accelerate the digitalization of services for the significant number of students and workers relocating within the EU. Key advancements include a novel governance model for digital and mobile cross-border public services using a user-centric approach, integrated with the Sustainable Development Goals (SDG) and Once-Only Principle (OOP). ACROSS connects public services with those from other countries and the private sector, enhancing interoperability and public-private partnerships while complying with eIDAS regulations. The ACROSS Platform offers a web application for one-stop-shop service delivery, reducing procedural barriers and ensuring user control over personal data through a robust governance framework. Benefits include simplified administrative processes for government organizations and streamlined relocation procedures for citizens.
Key results with potential impact include:
ACROSS Citizen Front-End: Guide for individuals relocating within Europe.
ACROSS User Journey Modelling Tool: Supports graphical modeling of cross-border public services.
ACROSS User Journey Service Engine: Automates workflows for cross-border services.
ACROSS Virtual Assistant: Enhances service accessibility.
Citizen Data Ownership and Usage Control Framework: Centralizes user control over personal data.
Service Catalogue and Adapters: Expands semantic interoperability for public and private services.
Impact assessments from three pilot cases show positive reception of the ACROSS Platform by users and service providers. The platform has exceeded expectations in accessibility, usability, efficiency, effectiveness, and trust, aligning with initial SWOT and cost-benefit analyses. These results indicate strong potential for successful exploitation and significant socio-economic impact, enhancing citizen mobility and reducing administrative burdens within the EU.
To ensure successful market entry in the EU, recommendations for the industrialization phase and marketing strategy development must be implemented, addressing diverse user and stakeholder needs to drive widespread adoption and maximize socio-economic benefits.

[1] https://digital-strategy.ec.europa.eu/en/policies/data-governance-act

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