09:00 - 12:00 Workshop A: Promoting Citizen Centric e-Government: The e-Citizen Charter as an Instrument to Boost e-Government

(Includes Networking Break & Lunch)

Workshop Highlights:

What can citizens expect when e-Government is realised? The e-Citizen Charter gives the answer. This charter is a quality standard for e-Government written from the citizen’s perspective. It consists of 10 quality requirements for digital contacts, both in the fi eld of information exchange, service delivery and policy participation. The charter has been adopted as a quality standard on all levels of Dutch government. The charter is also the basis for the nationwide measurement of citizen satisfaction about service chain delivery in life events. Moreover it is the evaluation criterion for the annual eParticipation Awards (www.epractice.eu/cases/clepa).

The e-Citizen Charter is winner of the European e-Democracy Award 2007 (Global e-Democracy Forum, Paris, October 2007) and fi nalist of the European e-Government Awards 2007 (Ministerial eGovernment Conference, Lisbon, September 2007). Moreover, it has received the EU Good Practice Label 2007 and is recommended by UN, OECD and Council of Europe. To date the eCitizen Charter has been translated in thirteen languages (www.epractice.eu/cases/ecc).

We will explore:

• Choice of Channel: How the citizen can choose how to interact with the government, with the availability of all communication channels: counter, letter, phone, email and internet portals
• Transparent Public Sector: How the citizen knows where to apply for official information and public services
• Overview of Rights and Duties: How the citizen is ensured that his/her rights and duties are at all times transparent
• Personalised Information: The government supplies appropriate information tailored to the citizen’s needs
• Convenient Services: E-Services are provided proactively by the government
• Comprehensive Procedures: Keeping the citizen informed of procedures by way of tracking and tracing
• Trust and Reliability: Securing identity management and reliable storage of electronic documents
• Considerate Administration: Allowing the citizen to file ideas for improvement and lodge complaints
• Accountability and Benchmarking: Checking and measuring government performance and outcomes
• Involvement and Empowerment: Empowering the citizen to participate in the decision-making process

How you will benefit:

• Look into how citizens can call their government to account for the quality of digital services
• Understand how the government can utilise the charter to examine its public performance
• Gain insight into the further development of e-government from the perspective of the citizen

About your workshop leader:

Matt Poelmans is Director of Burgerlink (Citizenlink). Previously he was in charge of several other e-government programmes initiated by the Dutch Ministry of the Interior (e-Citizen Programme, e-Government Knowledge Centre, Public Counter 2000).

Mr. Poelmans studied business administration at Nyenrode Business School and political science at Amsterdam University. He has been active in Dutch politics on all levels: as a Councilor and Deputy Major in the town of Oegstgeest near Leyden, as a member of the Provincial Council of South Holland; and as Vice President of the Dutch Liberal Democrat Party. He started his career with the Social-Economic Council where he held research and management posts. At present he is Vice Chairman of the Dutch Web Accessibility Foundation.

Based on his professional and political experience, Mr. Poelmans publishes and lectures on public management reform and e-government policy. He gave presentations not only in the Netherlands and most other European countries, but also in the USA, Canada, South Korea and South Africa.

13:00 - 16:00 Workshop B: Understand the Complexities and Realities of Government in the Cloud: Where Are We Now and Where Do We Want To Be?

(Includes Networking Break)

Workshop Highlights:

• Models for cloud computing
• Resource management
• Government as a service
• Content delivery networks using storage clouds
• Reliability of applications and services running on the cloud
• Performance monitoring for cloud applications
• Citizen centric applications of cloud computing

We will Explore:

• Virtual management and utilisation
• Workload management
• Resource management

How you will benefit:

• Share knowledge on dealing with challenges and discuss potential solutions for cloud computing in government
• Understand what new tools are available to help you get a better understanding of the potential of new evolving tools for the cloud
• Forecast and plan for emerging cloud computing capabilities
• Prospects for government in the cloud in the next 5-10 years: Where do we want to be and where we will be?