FR Analysis of the Value of New Generation of eGovernment Services and How Can the Public Sector Become an Agent of Innovation through ICT FINAL REPORT A study prepared for the European Commission DG Communications Networks, Content & Technology by: Digital Digital AAgendagenda for for Europe Study on “Analysis of the value of new generation of eGovernment services” Final Report This study was carried out for the European Commission by Galasso Giovanna – Director, PwC Garbasso Giorgio – Senior Associate, PwC Farina Giorgio – Associate, PwC Osimo David – Scientific Director, Open Evidence Mureddu Francesco – Senior Consultant, Open Evidence Kalvet Tarmo – Senior Research Fellow – Institute of Baltic Studies and Senior Research Fellow at Ragnar Nurkse School of Innovation and Governance, Tallinn University of Technology Waller Paul – External Expert, Brunel University and Independent Consultant Internal identification Contract number: 30-CE-0702542/00-78 SMART number: 2014/0066 DISCLAIMER By the European Commission, Directorate-General of Communications Networks, Content & Technology. The information and views set out in this publication are those of the author(s) and do not necessarily reflect the official opinion of the Commission. The Commission does not guarantee the accuracy of the data included in this study. Neither the Commission nor any person acting on the Commission’s behalf may be held responsible for the use which may be made of the information contained therein. ISBN 978-92-79-63112-2 doi: 10.2759/343572 © European Union, 2016. All rights reserved. Certain parts are licensed under conditions to the EU. Reproduction is authorised provided the source is acknowledged. 2 Table of Contents Abstract ........................................................................................................... 6 Executive Summary ........................................................................................... 7 Introduction .....................................................................................................14 Purpose of the Study .....................................................................................14 Structure of the Tasks and Methodology ...........................................................15 Structure of the Document .............................................................................17 1 Part I: Analysis of the value of OGS ..............................................................18 1.1 Main concepts related to OGS ................................................................18 1.1.1 Review of concepts related to “Traditional Government” ......................... 18 1.1.2 Review of concepts related to “eGovernment” ....................................... 21 1.1.3 Review of Open eGovernment Services ................................................ 22 1.2 Definition and Taxonomy .......................................................................30 1.2.1 Definition of Open eGovernment Services ............................................. 30 1.2.2 Use of the Taxonomy in the Study ....................................................... 40 1.3 Value of OGS .......................................................................................43 1.3.1 Methodology for the Analysis of OGS Value........................................... 43 1.3.2 Analysis of the Value of Selected Cases ................................................ 51 1.3.3 Main findings from the analysis ........................................................... 61 2 Part II: Public Sector as an Agent of Innovation through ICT in OGS context ......63 2.1 Drivers and Barriers for OGS Innovation..................................................63 2.1.1 Drivers, Barriers & Policy Instruments for OGS PSIN: Key Hypothesis ...... 63 2.1.2 Drivers, Barriers & Policy Instruments for OGS PSIN: Empirical Findings .. 72 2.2 Future Scenarios ..................................................................................81 2.2.1 Scenario One: Open Decisions ............................................................ 82 2.2.2 Scenario Two: Collaborative Human Services ........................................ 83 2.2.3 Scenario Three: Federated Administrative Services................................ 84 2.2.4 Scenario Four: The End of Open Government ....................................... 85 2.3 Final Recommendations ........................................................................87 2.3.1 Design openness as a gradual learning process ..................................... 89 2.3.2 Adjust the institutional framework ....................................................... 92 2.3.3 Design clear incentives ...................................................................... 94 2.3.4 Disseminate proactively ..................................................................... 95 2.3.5 Improve the evidence base ................................................................. 97 2.3.6 Overview .......................................................................................... 99 2.4 Concluding remarks: putting the results in perspective ........................... 100 3 Annexes .................................................................................................. 104 3.1 Bibliography Annex ............................................................................. 104 3.2 Case studies Annex ............................................................................ 120 3.3 Excerpt from the Scenario Workshop .................................................... 207 Study on “Analysis of the value of new generation of eGovernment services” Final Report Table of Figures Figure 1 - Overview of the architecture of the work ...............................................16 Figure 2 - Key dimensions of open government ....................................................23 Figure 3 - Typology of public services ..................................................................27 Figure 4 - Innovative methods throughout the policy cycle phases ..........................29 Figure 5 - Conceptual model of the definition of OGS ............................................32 Figure 6 - Procedure for the elaboration of the final version of OGS taxonomy .........33 Figure 7 - Proposed taxonomy ............................................................................34 Figure 8 – Distribution of mapped OGS cases accordingly to governmental sector.....40 Figure 9 - Are you aware of any of the following Open eGovernment Services? ........73 Figure 10 - Would you ever use any of the following Open eGovernment Services? ...73 Figure 11 - Barriers for the adoption of OGS (individuals) ......................................74 Figure 12 - Organisational level barriers for PSIN in the context of OGS ..................75 Figure 13 - Environmental barriers to the OGS implementation in public sector ........77 Figure 14 - Drivers for PSIN in the context of OGS ................................................78 Figure 15 - Future Scenarios ..............................................................................82 Figure 16 - Elaboration of Final Policy Recommendations .......................................87 Figure 17 - Different levels of benefit across time .................................................90 4 Study on “Analysis of the value of new generation of eGovernment services” Final Report List of Acronyms CBA Cost & Benefit Analysis COFOG Classification of the Functions of Government ICT Information Communication Technology NES New eGovernment Services OGS Open eGovernment Services PSI Public Sector Information PSIN Public Sector INnovation R&D Research & Development 5 Study on “Analysis of the value of new generation of eGovernment services” Final Report Abstract The current social, economic and technological developments are leading towards the emergence of a new generation of eGovernment Services, defined within the scope of the study as Open eGovernment Services (OGS). Such OGS are open, collaborative and digital based services characterised by a deliberate, declared and purposeful effort to increase openness and collaboration through technology in order to deliver increased public value. These open, collaborative and co-production features exist in all phases of the design, deployment, implementation and delivery of the service. In this regard the objective of the study was to better understand what OGS are, what is their value for society and how the public sector should innovate to foster their use and maximize their impact on society. To this aim, the study produced the following results: 1) a definition and a taxonomy of OGS; 2) an assessment of the value of OGS, based on a costs-benefits analysis aggregated and extrapolated across European countries, completed with an assessment of the non-monetized benefits; 3) the assessment of how public sector innovation happens and how the implementation of OGS can be accelerated by mean of appropriate policy measures. 6 Study on “Analysis of the value of new generation of eGovernment services” Final Report Executive Summary The new EU eGovernment Action Plan 2016-2020 - Accelerating the digital transformation of government – is guided by the following vision: “By 2020, public administrations and public institutions in the European Union should be open, efficient and inclusive, providing borderless, personalised, user-friendly, end- to-end digital public services to all citizens and businesses in the EU. Innovative approaches are used