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Citizens Collaboration and Co-Creation in Public Sector Service Provision


Research Area

Semantic Interoperability, Organizational Interoperability, Legal Interoperability, e-Government

Short Description

The fundamental idea of COCKPIT is that Web 2.0 social media constitute the emerging and de facto mass collaboration and cooperation platform between citizens themselves, and between citizens and public administrations. Therefore, Web 2.0 social media will have very soon established themselves as a very effective means for creating, sharing and tracking knowledge about citizens' opinions and wishes on public service delivery. COCKPIT adopts a highly synergetic approach towards the definition of a new governance model for the next-generation public service delivery decision making process by combining the research areas of citizens' opinion mining in the context of Web 2.0, Service Science Management and Engineering in the context of the public sector, and deliberative engagement of citizens for forming informed judgements on public services' delivery. COCKPIT supports the notion of open Public Administrations with which citizens have higher confidence and trust among each other and with the Public Administration, resulting in better governance, lower disputes on services' delivery priority setting, higher degrees of public service adoption, lower public service delivery costs, better service innovation, and citizens loyalty to the public services.

 

More specifically, the COCKPIT concept is based on the following key points:

 

  1. Citizens' interactions with Web 2.0 applications are continuously monitored for their opinions and needs on public services, using specifically developed opinion mining technology. Reports on citizens' opinions and needs for new services or improvements on existing services are regularly generated and passed to public service decision makers.
  2. Once the decision making process for the delivery of identified services is initiated, public service decision makers start modelling the selected services using the developed Public Service Engineering tool. This tool will allow the specification of the multi-disciplinary nature of the selected public services, according to a service modelling methodology developed for the public sector. Citizens' opinions and wishes on the selected public services are in the disposal of the decision makers to be taken under consideration.
  3. During specification of the selected public services, the standing policy and legal framework related to the corresponding services is also consulted from existing policy and legal digital libraries at any moment using specifically developed text retrieval technology.
  4. The output of the Public Service Engineering tool will be appropriately piped into the Public Service Simulation and Visualisation Tools in order for the decision makers to make adjustments that will reflect on budgetary and operational constraints of the organisation.
  5. Once decision makers have arrived at a desired specification for the delivery of the selected public services, citizens will be presented with the visual simulation of the services in appropriately developed deliberative platform.
  6. Citizens' informed judgement on the simulated operation and related costs of the selected public services will be expressed and returned to the decision makers for further consideration and final decisions.



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