Periodic Reporting for period 1 - inGOV (Inclusive Governance Models and ICT Tools for Integrated Public Service Co-Creation and Provision)
Okres sprawozdawczy: 2021-01-01 do 2021-12-31
Today public authorities need to provide better services with fewer resources. Citizens require accessible, user friendly, personalised, and integrated public services that match their needs and circumstances. At the same time, trust in the public sector deteriorates. We argue the solution rests in enhancing existing relevant EU work (on policies,
models, frameworks, roadmaps etc.) by adopting best research and practice (e.g. in public service co-creation) and by exploiting relevant technologies particularly mobile apps, virtual assistants (chatbots), knowledge graphs, and linked data.
The consortium of inGOV acknowledges that for many years, the EU is providing useful practical advice including frameworks (e.g. EIF), models (e.g. CPSV), architectures (e.g. EIRA), roadmaps, etc. These however are not directly applicable anymore as they do not incorporate the latest research and practice, e.g. in public service co-creation. Similarly, research is not related to EU work and practice is not related to research.
The vision of the inGOV project is to provide innovative ICT-supported governance models as well as mobile apps including chatbots, which will enable stakeholders' collaboration in co-producing inclusive and accessible Integrated Public Services (IPS) thus increasing trust and satisfaction. For that purpose, multidisciplinary scientific methods
will be used including design science, multiple case study and variants of the technology acceptance model.
The project results will be piloted in Malta to modernise the digital family household public service (affecting 200,000 households), in Austria to deploy IPS for collecting tourism tax (affecting 3,200 accommodation providers), in Greece to digitise the disabled card renewal service (benefiting 11,500 disabled, low-income citizens) and in Croatia to create AI-driven virtual assistants and services (affecting 32,000 citizens). The consortium aims to feed our results back to EU policies hence achieving alignment between policies, research and practice. Citizens’ satisfaction and increase in trust in public institutions will be particularly evaluated and the project will contribute to establishing a culture of co-creation and co-delivery, transparency, accountability and continuous consultation.
models, frameworks, roadmaps etc.) by adopting best research and practice (e.g. in public service co-creation) and by exploiting relevant technologies particularly mobile apps, virtual assistants (chatbots), knowledge graphs, and linked data.
The consortium of inGOV acknowledges that for many years, the EU is providing useful practical advice including frameworks (e.g. EIF), models (e.g. CPSV), architectures (e.g. EIRA), roadmaps, etc. These however are not directly applicable anymore as they do not incorporate the latest research and practice, e.g. in public service co-creation. Similarly, research is not related to EU work and practice is not related to research.
The vision of the inGOV project is to provide innovative ICT-supported governance models as well as mobile apps including chatbots, which will enable stakeholders' collaboration in co-producing inclusive and accessible Integrated Public Services (IPS) thus increasing trust and satisfaction. For that purpose, multidisciplinary scientific methods
will be used including design science, multiple case study and variants of the technology acceptance model.
The project results will be piloted in Malta to modernise the digital family household public service (affecting 200,000 households), in Austria to deploy IPS for collecting tourism tax (affecting 3,200 accommodation providers), in Greece to digitise the disabled card renewal service (benefiting 11,500 disabled, low-income citizens) and in Croatia to create AI-driven virtual assistants and services (affecting 32,000 citizens). The consortium aims to feed our results back to EU policies hence achieving alignment between policies, research and practice. Citizens’ satisfaction and increase in trust in public institutions will be particularly evaluated and the project will contribute to establishing a culture of co-creation and co-delivery, transparency, accountability and continuous consultation.
The first year of inGOV was a very active year for the partners.
The IPS co-creation conceptual model was developed as well as the interoperability principles from a co-creation perspective, considering stakeholders’ needs. The consortium also reviewed IPS best practices and constructed the enhanced CPSV model (Gaas) and the IPS conceptual model with the inclusion of co-creation (GaaP).
A a preliminary contribution towards the design of the IPS holistic framework was implemented. More specifically, a theoretical review of the literature of IPS with a focus on selected domains was conducted as well as a comparative multiple case study analysis and the formulation of recommendations to guide pilot partners planning activity.
Regarding the ICT architecture and tools that will be developed, a set of initial user requirements have been gathered which led to the implementation of level zero reference architecture and the identification of components that will be central to each use case.
In relation to the pilots, the partners focused on the planning and evaluation of the first pilot iteration. More specifically, they worked in two parallel directions. First, clarifying the implementation details of the four pilots as well as planning the activities needed in the first pilots’ iteration and second, identifying the evaluation needs of the project and defining the relevant evaluation strategy.
The dissemination and communication actions and the time-plan were defined and the dissemination activities followed the directions and targets set very early in the project for the first year. The activities included the development and operation of the communications tools, the establishment of online presence, the active pursuing of initial engagement of interested stakeholders and networking. There has been significant presence in conferences and workshops, in addition to two workshops organised. Active liaisons with other projects and initiatives have been initiated. Also, a preliminary market analysis was conducted.
In relation to the management of the project, tools and procedures were set up which allowed the project to run according to DoA expectations. Overall, the deliverables and the milestones expected during the first period, have been addressed. The follow-up of risks, KPIs, use of resources and data management also allowed the consortium to address the objectives of the period within the time frame and budget defined in DoA. Also, an amendment was submitted, accepted by the EC, and signed regarding changes in the GA.
In the framework of Ethics requirements, the research activities were organized in three Protocols, covering three different workstreams of the project: Protocol 1, related to all the activities planned to take place within the framework of WP1, Protocol 2, covering activities of WP3 and Protocol 3 including all the activities of WP4. All partners worked together towards the fulfilment of the core ethics requirements related to the project: Human Participation and Protection of Personal Data. Within the consortium the Ethics Manager advised all partners, how to proceed with drafting and submitting the research protocols, provided feedback, and signed off all the documentation that had to be prepared and be in place and in time so as to ensure ethical compliance.
The IPS co-creation conceptual model was developed as well as the interoperability principles from a co-creation perspective, considering stakeholders’ needs. The consortium also reviewed IPS best practices and constructed the enhanced CPSV model (Gaas) and the IPS conceptual model with the inclusion of co-creation (GaaP).
A a preliminary contribution towards the design of the IPS holistic framework was implemented. More specifically, a theoretical review of the literature of IPS with a focus on selected domains was conducted as well as a comparative multiple case study analysis and the formulation of recommendations to guide pilot partners planning activity.
Regarding the ICT architecture and tools that will be developed, a set of initial user requirements have been gathered which led to the implementation of level zero reference architecture and the identification of components that will be central to each use case.
In relation to the pilots, the partners focused on the planning and evaluation of the first pilot iteration. More specifically, they worked in two parallel directions. First, clarifying the implementation details of the four pilots as well as planning the activities needed in the first pilots’ iteration and second, identifying the evaluation needs of the project and defining the relevant evaluation strategy.
The dissemination and communication actions and the time-plan were defined and the dissemination activities followed the directions and targets set very early in the project for the first year. The activities included the development and operation of the communications tools, the establishment of online presence, the active pursuing of initial engagement of interested stakeholders and networking. There has been significant presence in conferences and workshops, in addition to two workshops organised. Active liaisons with other projects and initiatives have been initiated. Also, a preliminary market analysis was conducted.
In relation to the management of the project, tools and procedures were set up which allowed the project to run according to DoA expectations. Overall, the deliverables and the milestones expected during the first period, have been addressed. The follow-up of risks, KPIs, use of resources and data management also allowed the consortium to address the objectives of the period within the time frame and budget defined in DoA. Also, an amendment was submitted, accepted by the EC, and signed regarding changes in the GA.
In the framework of Ethics requirements, the research activities were organized in three Protocols, covering three different workstreams of the project: Protocol 1, related to all the activities planned to take place within the framework of WP1, Protocol 2, covering activities of WP3 and Protocol 3 including all the activities of WP4. All partners worked together towards the fulfilment of the core ethics requirements related to the project: Human Participation and Protection of Personal Data. Within the consortium the Ethics Manager advised all partners, how to proceed with drafting and submitting the research protocols, provided feedback, and signed off all the documentation that had to be prepared and be in place and in time so as to ensure ethical compliance.
inGOV project aims to support Integrated Public Service (IPS) co-creation for enabling European public authorities to co-create innovative, user-friendly, integrated public services accessible via mobile devices by everyone and resulting in increased adoption, efficiency, effectiveness, trust and satisfaction.
The project results include an enhanced CPSV-AP model; the IPS-Co conceptual model combining the IPS and co-creation perspectives; a comprehensive IPS Holistic Framework considering aspects such as IPS governance (structure), IPS agreements between stakeholders, stakeholders’ involvement, and an agile roadmap; the inGOV reference architecture based on EIRA; the inGOV platform and tools including mobile applications and virtual assistants; a sustainability plan and policy recommendations.
The project results will be piloted in four pilots sites: in Malta to modernise the digital family household public service (affecting 200,000 households); in Austria to deploy IPS for collecting tourism tax (affecting 3,200 accommodation providers); in Greece to digitise the disabled card renewal service (benefiting 11,500 disabled, low-income citizens); and in Croatia to create AI-driven virtual assistants and services (affecting 32,000 citizens).
Beyond the four pilots, inGOV aims to transform public service delivery through introducing co-creation in the provision of integrated services and by strengthening the need for solid governance of the IPS, which is in line with the European course of interoperability. In this context, inGOV will contribute its experience to EU policies and to the new EU regulatory framework.
The project results include an enhanced CPSV-AP model; the IPS-Co conceptual model combining the IPS and co-creation perspectives; a comprehensive IPS Holistic Framework considering aspects such as IPS governance (structure), IPS agreements between stakeholders, stakeholders’ involvement, and an agile roadmap; the inGOV reference architecture based on EIRA; the inGOV platform and tools including mobile applications and virtual assistants; a sustainability plan and policy recommendations.
The project results will be piloted in four pilots sites: in Malta to modernise the digital family household public service (affecting 200,000 households); in Austria to deploy IPS for collecting tourism tax (affecting 3,200 accommodation providers); in Greece to digitise the disabled card renewal service (benefiting 11,500 disabled, low-income citizens); and in Croatia to create AI-driven virtual assistants and services (affecting 32,000 citizens).
Beyond the four pilots, inGOV aims to transform public service delivery through introducing co-creation in the provision of integrated services and by strengthening the need for solid governance of the IPS, which is in line with the European course of interoperability. In this context, inGOV will contribute its experience to EU policies and to the new EU regulatory framework.