1. Rolf Hapel
Director
Citizens’ Services
and Libraries
City of Aarhus

2. Urban performance depends not only on the city’s
hard infrastructure, - physical capital, but also, and
increasingly so, on the availability and quality of
knowledge, communication and social infrastructure,
- human and social capital
”Smart Cities in Europe”, Caragliu, et al., Amsterdam Free University, 2009

5. City of high digital maturity

6. Aarhus front runner on digital services

8. National eGov strategies
Mandatory e-Self Services

9. Channel Strategy
for the
City of Aarhus
2010-12

10. Interaction
Distance
Short term Long termSponsorships
Short duration
Donations, gifts
Volunteers as consultants
Advocacy campains
Co-production
R & D
Business development projects
Branding
Sponsorships
Long duration
Networks, clubs
Innovation in hybrid organisations
Dialogue on services
Partnership strategy

11. To:
• Collaboration with citizens
• User driven innovation
• Co-production
• Co-creation
Sherry Arnstein, 1969
New policy for citizen
involvement
From:
• Hearings and formal
democracy
• Duty driven
• Neat, but dusty and
boring

12. Seed money for intern
innovation
7 mill Euro per year
1. Creating innovative culture
2. City Council risk willing
3. User driven - involvement of
staff and citizens
4. Cross sector innovation work
5. Private sector business
component

14. Business Aarhus
”State of the nation – measuring the business
climate”
600+ participants

15. ”Headstart”
Morning meetings and network on social media
1500+ participants

16. EU Cultural Capital 2017
Activating business community,
education and cultural institutions
Budget: 70+ mill Euro

17. The “Mash-up” institution
LOCAL ARCHIVE
ARKIV
Archive
YOUTH
MEETING
ROOMS
ANALOGUE MEDIA
SELF SERVICE
LEARNING CENTER
SMS BUSINESS
SERVICE
HOME-
WORK
HELP
COMMUNITY
CENTER
CAFÉ
STUDY SUPPORTJOB CORNER
LIBRARY SHOP
REFERENCE
CONSUMER INFO
NATURE GUIDE
EXHIBITIONS
FAMILIES
Partner
activities
Q AND A
HEALTH
COUNCELLING
LEISURE INFO
NEWS LOUNGE
QUIET
AREA
TODDLERS/CHILDREN
REA-
DING
TRAI-
NING

21. EU FP7
27 institutioner og
virksomheder i
8 lande
Slutter marts 13

23. FP7
FI-SmartCity
Smart City
Platforms
Open data

24. 47 data set – increasing rapidly

26. Klimakanalen

28. Life long learning
Peoples Entlightment
Volunteers
Adult education
Knowledge
Partnerships
Participation
Citizenship
Local democracy
Real Competecies
Citizens involvement
Formation
Debate
Innovation
Social Capital Empowerment
Inclusion
Coherence
Digitisation
Local society
It-competences
Learning styles
Civic society

30. Citizens’ Services and Library
17.500 m2
For rent 10.000 m2
P-facility 1.000 cars
Opening of covered river
City scaping
Trafic regulation
Light rail trace
Flood protection of
central City area
Scale of project
Total costs approx.:
270 million Euro

32. World Café
3-4 consecutive rounds of discussion
A new question posed at each round
Participants change – the host of the table
stays an picks up the essence
Library as percieved
by others
Dialogue and oral
competences involved
Opportunity to
examine the library’s
own attitudes and
ideas

33. Groups of people forming visions.
Everyone gets a camera and has to
answer in photos: What is it like to be a
user and what is it like to work there?
A great variety of
competences involved
Using pictures
communicates well
Starts discussions
and reflections
Photo typing

34. Users and staff introduces ideas and
projects and participants elaborate and
develop those ideas
The institutions’ space is
used for ideas and
projects
A channel into user
thoughts and ideas
Test-space for
development topics
Access to user
networks
Village Square

35. Mindspot: Target group from 14-20. Events
inside and outside of the library. Hiring
young people – Mindspotters - on a short
term basis to create events and develop
ideas for this user group
Using user competences
Construct a universe
Access to new network
and user groups
Changing the image of
the library worker
Lead Users

36. Children’s lab: A week’s workshop with
children btw 9-14 prototyping a library. The
results were used as part of the competition
programme for UMSA
Direct access to
children and not just
to children’s parents
Children carries large
networks
In 2014 these children
are between 16 and 21
User driven design

37. Experiments

38. LESSONS LEARNED
Make partnerships
Co-create and co-produce
Integrate user generated knowledge in services
Think value chains, new formats and ”universes”
in service production

39. LESSONS LEARNED
Make space for prototyping
Increase ties between public sector activities,
research and industry
Think relations rather than transactions
Be where the users are