Modernizing Government
The aim of the Dutch e-Government policy is to improve information exchange, service delivery and interactive participation by introducing a new partnership between citizen and government. This is to be achieved by giving more responsibility and choice to citizens. As far as the Dutch Cabinet is concerned, the required empowerment is being supported by ICTs. To help citizens in their new role, the e-Citizen Program has developed an instrument: the so called e-Citizen Charter.
This charter is deliberately written from the citizens' perspective and consists of 10 quality requirements for digital contacts. Each requirement is formulated as a right of a citizen and a corresponding duty of government. This is not to say that a citizen has no duties. A citizen is not only a customer of services, but also a user of provisions, a subject of law and a participant in policy-making.
The charter is meant for both citizen and government. It allows citizens to call their government to account for the quality of digital services. Government can use the charter to examine external quality of its public performance. Thus the charter is an instrument to further stimulate the development of e-government from the citizen's perspective.
Independent Forum
The e-Citizen Charter was conceived of by the e-Citizen Program. This is an independent forum which stimulates the development of e-government from the citizen's point of view. To that end it involves citizens, advises government bodies and monitors progress. Apart from having developed the charter, the forum regularly conducts surveys with its own People's Panel and annually grants the Web Awards for good practices. The forum is part of ICTU, the Dutch implementation organization for ICT and government. A Steering Committee representing citizen's interest groups (such as the National Ombudsman, the National Consumer Union, ISOC) supervises the proceedings.
The e-Citizen Charter is based on research into existing quality systems and several surveys of citizen's expectations. The original version has been improved on the basis of many comments and suggestions.
The charter summarizes a general future view on government as a whole. It is not meant to dictate strict conformity but should be adaptable to different government levels and policy areas. Administrations should decide themselves which requirements they can meet now and which they will meet in the future. Citizens will request why this is the case.
Workbook
At present the charter is not mandatory, but is based on the principle: "Comply or Explain." In the foreseeable future, the charter might be turned into quality mark or a benchmarking system. To that end the e-Citizen Program started an open development procedure in which anyone interested can take part. The instrument is not a manual that should only be studied, but instead a workbook that invites thinking.
Although conceived of in the Netherlands, the e-Citizen Charter can easily be adapted and implemented in other countries.
e-Citizen Charter
1. Choice of Channel
As a citizen I can choose for myself in which way to interact with government. Government ensures multi channel service delivery, i.e. the availability of all communication channels: counter, letter, phone, e-mail, Internet.
2. Transparent Public Sector
As a citizen I know where to apply for official information and public services.
Government guaranties one-stop-shop service delivery and acts as one seamless entity with no wrong doors.
3. Overview of Rights and Duties
As a citizen I know which services I am entitled to under which conditions.
Government ensures that my rights and duties are at all times transparent.
4. Personalized Information
As a citizen I am entitled to information that is complete, up to date and consistent. Government supplies appropriate information tailored to my needs.
5. Convenient Services
As a citizen I can choose to provide personal data once and to be served in a proactive way.
Government makes clear what records it keeps about me and does not use data without my consent.
6. Comprehensive Procedures
As a citizen I can easily get to know how government works and monitor progress. Government keeps me informed of procedures I am involved in by way of tracking and tracing.
7. Trust and Reliability
As a citizen I presume government to be electronically competent.
Government guarantees secure identity management and reliable storage of electronic documents.
8. Considerate Administration
As a citizen I can file ideas for improvement and lodge complaints.
Government compensates for mistakes and uses feedback information to improve its products and procedures.
9. Accountability and Benchmarking
As a citizen I am able to compare, check and measure government outcome.
Government actively supplies benchmark information about its performance.
10. Involvement and Empowerment
As a citizen I am invited to participate in decision-making and to promote my interests. Government supports empowerment and ensures that the necessary information and instruments are available.
Drs. Matt J. Poelmans is director of the Dutch e-Citizen Program. Previously, he was in charge of the e-Government Knowledge Center. Both programs are run by ICTU, founded by the Ministry of the Interior. During the 1990s he was manager of the national One-Stop-Service-Delivery Program.
