Workshop 3: SMART 2010 1st International Workshop on Service Modelling and Representation Techniques Service Wave 2010 – Monday Dec 13th 2010

1. 26 August 2010 1 ICT 2009 FP7-248222 Empowering Citizens in Public Service Design and Delivery: A reference model and Methodology Yehia TAHER Willem-Jan van den Heuvel Sotiris Koussouris European Research Institute in Service Science (ERISS) - Tilburg University The Netherlands DSSLAB - National Technical University of Athens Greece

2. Background and Motivation Solution: New Governance Model and Reference Meta-Model (Cockpit Meta-Model) Cockpit Meta-Model : Overview & Components Conclusion Outline ICT 2009 FP7-248222 2

4. Range from simple services such as publishing information to services as complicated as issuing passports, civil acts certificates (birth, marriage, death), and, building/commercial activities permissions, etc.

5. Public services typically rely on several cross-organizational business processes, transactions and resourcesIntroduction ICT 2009 FP7-248222 3

6. Background and Motivation ICT 2009 FP7-248222 4 Current public service design and delivery: Ad-hoc way

8. Without explicitly consulting their citizens while designing their service offerings

10. Each service designer uses its own representation

11. Fragmented piece of services that they have limited value-added outside their own organisation

13. Target:

14. More adaptive services to the citizens' needs

15. Better services which has a positive impact on the citizens’ life

16. Improvement of the communication between the citizens and the Local and Public Administration

18. Cockpit new governance model (NTUA) ICT 2009 FP7-248222 9

20. Expresses the actions associated with the decision to conceptualise and implement a service by relying on laws, policies, public requirements, etc.

22. Expresses the actions associated with defining the way (channels) an already implemented service will reach its target audience

23. Service delivery evaluation:

25. Forms the conceptual basis for the development of more concrete models of the domain and, ultimately implementations in a computing context

26. Premise:

27. Public service can be better designed and centred to the citizen requirements through the use of the opinion mining conceptCOCKPIT Meta-Model: Definition ICT 2009 FP7-248222 11

29. Contains definitions, rules, and templates

30. Contains no dataICT 2009 FP7-248222 12 Cockpit Meta-Model

32. Cockpit Meta-Model : Overview (Relationships between key concepts) ICT 2009 FP7-248222 14 Citizens Opinion (Mining) Requirement Recognizes Strategic Plan Captures Set Fulfils Desired outcome Action Plan (Directive) has Comes up with Contributes to realizing Outcome Public Service Produces evaluates Composed of Contributes to Output Processes Produces evaluates Consume Help to produce Human/ Infrastructure/IT Resources includes evaluates

33. Cockpit Meta-Model : Components 15 Cockpit Meta-Model service foundationelementsrepresentation service decisionmakingelementsrepresesntation service concept representation service requirementrepresentation service operationrepresentation service cost and vauerepresentation

34. Cockpit Meta-Model : service foundation elements representation ICT 2009 FP7-248222 16

35. Cockpit Meta-Model: Service decision making elements representation ICT 2009 FP7-248222 17

36. Cockpit Meta-Model: Service concept representation ICT 2009 FP7-248222 18

37. ICT 2009 FP7-248222 19

38. Cockpit Meta-Model: Service requirement representation ICT 2009 FP7-248222 20

39. ICT 2009 FP7-248222 21

40. Cockpit Meta-Model: Service operation representation ICT 2009 FP7-248222 22

41. ICT 2009 FP7-248222 23

42. Cockpit Meta-Model: Service cost representation ICT 2009 FP7-248222 24

43. Cockpit Meta-Model: Service cost representation ICT 2009 FP7-248222 25

44. Cockpit Meta-Model: Service value representation ICT 2009 FP7-248222 26

46. Assist public service providers to design better quality public services

47. Citizens have a high impact on the service design and delivery process from the service requirement analysis, to the service modelling, deployment, and evaluation...Conclusion ICT 2009 FP7-248222 27

48. Thanks for your attention Questions ? ICT 2009 FP7-248222 28

49. 26 August 2010 29 ICT 2009 FP7-248222 Empowering Citizens in Public Service Design and Delivery: A reference model and Methodology Yehia TAHER Willem-Jan van den Heuvel Sotiris Koussouris European Research Institute in Service Science (ERISS) - Tilburg University The Netherlands DSSLAB - National Technical University of Athens Greece