Multi-channel provisioning of public services - Department of ...

Contributions
6.3.2 The participating citizen
The participating citizen is related to the citizen being engaged in the successful
delivery of services that it receives, and contributing to benefit of the public through
active involvement for an improved service delivery.
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The citizen shall to have access to service information based on
its roles.
The system shall give the citizen the possibility to interact
with its service providers through electronic channels.
Services shall be customisable to the needs of the citizen.
The citizen’s possibility to be aided by caretakers shall not be
limited by the use of electronic channels.
The caretaker’s access to information should be limited to the
services in which the caretaker role applies.
Citizens shall be able to monitor and contribute to public
projects and initiatives through electronic collaboration
spaces.
6.3.3 Transparency and transformation
Transparency and transformation relates to monitoring of provided services and
improving service delivery based on feedbacks from the system and the citizens.
Transformation in the e-service infrastructure can be user-driven and based on current
capabilities, or come through a reconfiguration through the introduction of new
capabilities as a response to changing external factors.
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If the internal organisation of the provider changes, the lead
user shall be able to reconfigure the system so that the support
for provided services are aligned to the new organisation.
The system shall support services that are manual, automatic, or
semi-automatic (user assisted), or a combination of these.
The provider shall be able to update the service description
stored in the system so that it fits to the provided service.
The system shall support updating of service descriptions that
are automatic or manually performed by the provider.
Providers, caretakers, and citizens shall be able to make
changes to the planned service delivery.
The lead user shall be able to monitor provided service to
measure the effect of changes.
In case of automated service delivery, all use of regulations,
special criteria, and interpretations of the law shall be
configurable.
In case of automated service delivery, all use of regulations,
special criteria, and interpretations of the law shall be
logged.
The lead user shall be able to make changes to regulations,
special criteria, and interpretations of the law used in
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