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1. DIGITAL INTERACTION
1.1 PRINCIPLE AS IN TALLINN DECLARATION 1. INTERAZIONE DIGITALE 1. DIGITALE INTERACTIE 1 Interaction numérique 1. INTERACCIÓN DIGITAL 1. DIGITAALINEN VUOROVAIKUTUS 1. DIGITALE INTERAKTION 1. ENABLERS
1.1 Skills 0. BACKGROUND INFORMATION  * To have the option to digitally interact with their administrations. 1.1 PRINCIPIO NELLA DICHIARAZIONE DI TALLINN 1.1 PRINCIPE ZOALS IN DE TALLINN DECLARATION 1.1 Le principe, tel qu’il est énoncé dans la Déclaration de Tallinn 1.1 PRINCIPIO EN LA DECLARACIÓN DE TALLINN 1.1 TALLINNAN JULKILAUSUMAN MUKAINEN PERIAATE 1.1 PRINZIP WIE IN DER TALLINN-ERKLÄRUNG *	The number of professionals with user experience / user research / service design skills * Total number of employees of the local authority 1.2 ADDITIONAL RECOMMENDATIONS FROM LOCAL AUTHORITIES * Avere la possibilità di interagire digitalmente con le proprie amministrazioni. * De optie hebben om digitaal te interageren met hun administraties. * Qu’il soit possible d’interagir numériquement avec son administration. * Tener la opción de interactuar digitalmente con sus administraciones. * Mahdollisuus olla digitaalisessa vuorovaikutuksessa hallinnon kanssa. * Die Möglichkeit zu haben, mit ihren Verwaltungen elektronisch zu kommunizieren. *	The number of ICT specialists employed by the local authority * Total population of the local authority * To qualify the interactions and services that are in scope of this principle; 1.2 RACCOMANDAZIONI AGGIUNTIVE DELLE AUTORITÀ LOCALI 1.2 BIJKOMENDE AANBEVELINGEN VAN LOKALE BESTUREN 1.2 Les recommandations supplémentaires provenant des autorités locales 1.2 RECOMENDACIONES ADICIONALES DE LAS AUTORIDADES LOCALES 1.2 PAIKALLISVIRANOMAISTEN ANTAMAT LISÄSUOSITUKSET 1.2 ZUSÄTZLICHE EMPFEHLUNGEN DER LOKALEN BEHÖRDEN *	The share of citizens with at least basic digital skills at local level (or national level, based on data availability) * Total annual budget of the local authority * To differentiate between digital interaction and providing digital public services. * Qualificare le interazioni e i servizi che rientrano nell'ambito di questo principio. * De interacties en dienstverlening die tot de scope van dit principe behoren te kwalificeren 
* Het onderscheid te maken tussen digitale interactie en digitale publieke dienstverlening. * Définir précisément les interactions et les services soumis à ce principe. * Calificar las interacciones y servicios que están en el alcance de este principio; * Tämän periaatteen soveltamisalaan kuuluvien vuorovaikutustapahtumien ja palvelujen määritteleminen. * Die Interaktionen und Dienste zu qualifizieren, die in den Anwendungsbereich dieses Prinzips fallen. *	Number of civil servants that received training in ICT 1. ENABLERS 1.3 CHALLENGES
Cities and regions recognise the importance of providing citizens and businesses with the option of digital interaction, also with their local administrations. * Distinguere tra interazione digitale e fornitura di servizi pubblici digitali. 1.3 UITDAGINGEN * Faire la différence entre interactions numériques et mise à disposition de services publics numériques. * Diferenciar entre interacción digital y prestación de servicios públicos digitales. * Eron tekeminen digitaalisen vuorovaikutuksen ja digitaalisten julkisten palvelujen tarjoamisen välillä. * Zwischen digitaler Interaktion und der Erbringung digitaler öffentlicher Dienstleistungen zu differenzieren. *	Total number of employees of the local authority 1.1 Skills * Because the digital divide is still a reality, a digital only policy in interacting with local government is not feasible yet. Digital interaction will still need to be complemented with other modes of interaction. Some local authorities have described this in their local policy: digital services are digital by default, unless… 1.3 SFIDE Steden en regio’s erkennen dat het belangrijk is om burgers en onderneming de optie te geven om op een digitale wijze te interageren met hun overheden, met inbegrip van de lokale overheid. 1.3 Les défis 1.3 DESAFÍOS 1.3 HAASTEET 1.3 HERAUSFORDERUNGEN *	Any additional indicators (and sources)? * Does the local authority have in the administration the positions of service designers / user researchers / user experience experts? * There is a clear difference between digital interaction and providing digital services. Digital interaction could be as simple as giving citizens, businesses and other users the option to contact and interact with their local government via email. However, digital interaction via email is not scalable and interoperable. * Le città e le regioni riconoscono l'importanza di fornire ai cittadini e alle imprese l'opzione dell'interazione digitale, anche con le loro amministrazioni locali. Een digital only beleid voor wat betreft de interacties met lokale overheden is nog niet haalbaar aangezien de digitale kloof nog steeds een realiteit is. Digitale interactie zal nog steeds moeten aangevuld worden met andere manieren van interactie. Sommige lokale overheden hebben dit beschreven in hun lokaal beleid: lokale diensten worden standaard digitaal geleverd, tenzij… Les villes et les régions reconnaissent l'importance d'offrir aux citoyens et aux entreprises la possibilité d’interagir de manière numérique, y compris avec leurs administrations locales. * Las ciudades y regiones reconocen la importancia de ofrecer a los ciudadanos y empresas la opción de la interacción digital, también con sus administraciones locales. Kaupungit ja alueet tunnustavat, että on tärkeää tarjota kansalaisille ja yrityksille mahdollisuus digitaaliseen vuorovaikutukseen myös paikallishallinnon kanssa. Städte und Regionen erkennen, wie wichtig es ist, Bürgern und Unternehmen die Möglichkeit der digitalen Interaktion mit ihren lokalen Verwaltungen zu bieten. 1.2 Incentives * If yes, provide the evidence, including the approximate number of such positions * Local authorities point out that it is not always possible to provide services digitally. Certain services that are rendered on the local level, e.g. education services, are generally not digitised. * Poiché il divario digitale è ancora una realtà, non è ancora possibile una erogazione solo digitale nell'interazione con il governo locale. L'interazione digitale dovrà ancora essere integrata con altre modalità di interazione. Alcune autorità locali lo hanno descritto nella loro politica locale: i servizi digitali sono normalmente digitali , a meno che… Er moet een duidelijk onderscheid te worden gemaakt tussen digitale interactie en digitale dienstverlening. Digitale interactie kan eenvoudigweg bestaan uit het voorzien van de optie voor burgers, ondernemingen en andere gebruikers om contact op te nemen en te interageren met hun lokale overheid via e-mail. Daarentegen is digitale interactie via e-mail niet schaalbaar en interoperabel. * La fracture numérique étant toujours une réalité, il n'est pas encore possible de mettre en place une stratégie exclusivement numérique avec les administrations locales. Les interactions numériques devront toujours être complétées avec d'autres modes d'interaction. Certaines autorités locales l'ont décrit dans leur politique locale : les services numériques sont numériques par défaut, sauf si... * Debido a que la brecha digital sigue siendo una realidad, una oferta solo digital en la interacción con el gobierno local aún no es factible. La interacción digital aún deberá complementarse con otros modos de interacción. Algunas autoridades locales han descrito esto en su política local: los servicios digitales son digitales por defecto, a menos que… * Koska digitaalinen kahtiajako on edelleen todellisuutta, pelkkää digitaalipolitiikkaa ei voida vielä soveltaa vuorovaikutuksessa paikallishallinnon kanssa. Digitaalista vuorovaikutusta on edelleen täydennettävä muilla vuorovaikutustavoilla. Jotkin paikallisviranomaiset ovat kuvailleet tätä paikallispolitiikassaan: digitaaliset palvelut ovat oletusarvoisesti digitaalisia, ellei... * Da die digitale Kluft noch immer eine Realität ist, ist eine ausschließlich digitale Politik in der Interaktion mit der Kommunalverwaltung noch nicht machbar. Die digitale Interaktion muss noch mit anderen Formen der Interaktion ergänzt werden. Einige lokale Behörden haben dies in ihrer lokalen Politik beschrieben: Digitale Dienste sind standardmäßig digital, es sei denn...
 
* Es gibt einen klaren Unterschied zwischen digitaler Interaktion und der Bereitstellung digitaler Dienste. Digitale Interaktion könnte so einfach sein, wie Bürgern, Unternehmen und anderen Nutzern die Möglichkeit zu geben, ihre Kommunalverwaltung per E-Mail zu kontaktieren und mit ihr zu interagieren. Allerdings ist die digitale Interaktion per E-Mail nicht skalierbar und interoperabel. *	Does the local authority offer incentives for citizens to use digital services (such as lower costs for online)? * How many ICT specialists does the local authority employ? * Local governments do not have all the levers to provide certain services digitally and have to rely on a strong collaboration with other levels of government to digitise interaction with citizens, businesses and other users, and certain public services. * Esiste una chiara differenza tra l'interazione digitale e la fornitura di servizi digitali. L'interazione digitale potrebbe essere semplice come offrire ai cittadini, alle imprese e ad altri utenti la possibilità di contattare e interagire con il proprio governo locale tramite e-mail. Tuttavia, l'interazione digitale via e-mail non è scalabile e interoperabile. Lokale overheden wijzen erop dat het niet steeds mogelijk is om diensten digitaal aan te bieden. Bepaalde dienstverlening op lokaal niveau, zoals onderwijsdiensten, worden doorgaans niet digitaal aangeboden. * Il y a une nette différence entre les interactions numériques et la mise à disposition de services publics numériques. Pour être qualifiée d’interaction numérique, il suffit de donner aux citoyens, aux entreprises et aux autres utilisateurs la possibilité de contacter et d'interagir avec leur administration locale par courrier électronique. Cependant, l'interaction numérique par courrier électronique n'est pas évolutive et interopérable. * Existe una clara diferencia entre la interacción digital y la prestación de servicios digitales. La interacción digital podría ser tan simple como ofrecer a los ciudadanos, las empresas y otros usuarios la opción de contactar e interactuar con su gobierno local por correo electrónico. Sin embargo, la interacción digital a través del correo electrónico no es escalable e interoperable. * Digitaalisen vuorovaikutuksen ja digitaalisten palvelujen tarjoamisen välillä on selvä ero. Digitaalinen vuorovaikutus voi olla niinkin yksinkertaista kuin se, että kansalaisille, yrityksille ja muille käyttäjille annetaan mahdollisuus ottaa yhteyttä ja olla vuorovaikutuksessa paikallishallintoonsa sähköpostitse. Sähköpostin kautta tapahtuva digitaalinen vuorovaikutus ei kuitenkaan ole skaalautuvaa ja yhteentoimivaa. * Die lokalen Behörden weisen darauf hin, dass es nicht immer möglich ist, Dienstleistungen digital zu erbringen. Bestimmte Dienstleistungen, die auf lokaler Ebene erbracht werden, z. B. Bildungsdienstleistungen, sind in der Regel nicht digitalisiert. *	Does the local authority provide onboarding of citizens in digital services? * Does the local authority provide structured training on service design or user research to civil servants in the last two years? 2. ACCESSIBILITY, SECURITY, AVAILABILITY AND USABILITY
2.1 PRINCIPLE AS IN TALLINN DECLARATION * Le autorità locali sottolineano che non è sempre possibile fornire servizi in modo digitale. Alcuni servizi resi a livello locale, ad es. servizi educativi, generalmente non sono digitalizzati. Lokale overheden hebben niet alle hefbomen in handen om bepaalde diensten digitaal aan te bieden omdat ze hiervoor afhankelijk zijn van een sterke samenwerking met andere overheidsniveaus om de interactie met burgers, ondernemingen en andere gebruikers te digitaliseren. * Les autorités locales soulignent qu'il n'est pas toujours possible de fournir des services par voie numérique. Certains services rendus au niveau local, par exemple ceux liés à l'éducation, ne sont généralement pas numérisés. * Las autoridades locales señalan que no siempre es posible ofrecer servicios de manera digital. Ciertos servicios que se prestan a nivel local, por ejemplo, los servicios educativos, generalmente no están digitalizados. * Paikallisviranomaiset huomauttavat, että palvelujen tarjoaminen digitaalisesti ei ole aina mahdollista. Tiettyjä paikallistasolla tarjottavia palveluja, kuten koulutuspalveluja, ei yleensä ole digitalisoitu. * Die Kommunalverwaltungen haben nicht alle Hebel in der Hand, um bestimmte Dienstleistungen digital bereitzustellen, und sind auf eine enge Zusammenarbeit mit anderen Verwaltungsebenen angewiesen, um die Interaktion mit Bürgern, Unternehmen und anderen Nutzern sowie bestimmte öffentliche Dienstleistungen zu digitalisieren. *	The number of citizens that received training on digital public service use * If yes, provide the evidence, including the approximate number of people trained * That the services are made more accessible (including findable) and secure and can be used by all in a non-discriminatory manner, with appropriate assistance available upon need; * I governi locali non hanno tutte le leve per fornire alcuni servizi digitalmente e devono fare affidamento su una forte collaborazione con altri livelli di governo per digitalizzare l'interazione con i cittadini, le imprese e altri utenti e alcuni servizi pubblici. 2. TOEGANKELIJKHEID, VEILIGHEID, BESCHIKBAARHEID EN BRUIKBAARHEID * Les autorités locales ne disposent pas de tous les leviers d’action pour fournir certains services par voie numérique et doivent s'appuyer sur une collaboration étroite avec d'autres niveaux de gouvernement pour numériser les interactions avec les citoyens, les entreprises et les autres utilisateurs, ainsi que certains services publics. * Los gobiernos locales no tienen todas las competencias para proporcionar ciertos servicios digitalmente y tienen que depender de una fuerte colaboración con otros niveles de gobierno para digitalizar la interacción con ciudadanos, empresas y otros usuarios, y determinados servicios públicos. * Paikallishallinnolla ei ole kaikkia keinoja tarjota tiettyjä palveluja digitaalisesti, ja sen on luotettava vahvaan yhteistyöhön muiden hallinnon tasojen kanssa, jotta vuorovaikutus kansalaisten, yritysten ja muiden käyttäjien kanssa sekä tietyt julkiset palvelut voidaan digitalisoida. 2. ZUGÄNGLICHKEIT, SICHERHEIT, VERFÜGBARKEIT UND BENUTZERFREUNDLICHKEIT *	Any additional indicators (and sources)? * Does the local authority provide structured training on digital technologies to civil servants in the last two years? * That the principles of universal design have been applied to the setting up of the services and that the websites are simple to read and easy to understand; 2. ACCESSIBILITÀ, SICUREZZA, DISPONIBILITÀ E USABILITÀ 2.1 PRINCIPE ZOALS IN DE TALLINN DECLARATION 2 Accessibilité, sécurité, disponibilité et facilité d'utilisation 2. ACCESIBILIDAD, SEGURIDAD, DISPONIBILIDAD Y UTILIZACIÓN 2. SAAVUTETTAVUUS, TURVALLISUUS, SAATAVUUS JA KÄYTETTÄVYYS 2.1 PRINZIP WIE IN DER TALLINN-ERKLÄRUNG 1.3 Ecosystem * If yes, provide the evidence, including the approximate number of people trained * That the authenticity of digital public services is secured and can be recognised in a clear and consistent manner. 2.1 PRINCIPIO NELLA DICHIARAZIONE DI TALLINN * Dat de diensten meer toegankelijk (en vindbaar) worden gemaakt en worden beveiligd, en dat ze op een non-discriminerende manier kunnen worden gebruikt, met aangepaste ondersteuning waar nodig. 1.1 Le principe, tel qu’il est énoncé dans la Déclaration de Tallinn 2.1 PRINCIPIO SEGÚN LA DECLARACIÓN DE TALLINN 2.1 TALLINNAN JULKILAUSUMAN MUKAINEN PERIAATE * dass die Dienste besser zugänglich (und auch auffindbar) und sicherer gemacht werden und von allen in nichtdiskriminierender Weise genutzt werden können, wobei bei Bedarf angemessene Unterstützung vorhanden ist; *	The number of APIs provided by the local authority to other administrations and to private companies * Does the local authority provide structured training on digital technologies to citizens in the last two years? 2.2 ADDITIONAL RECOMMENDATIONS FROM LOCAL AUTHORITIES * Che i servizi siano resi più accessibili (anche reperibili) e sicuri e possano essere utilizzati da tutti in modo non discriminatorio, con un'adeguata assistenza disponibile in caso di necessità. * Dat de principes van universeel design zijn toegepast op het ontwerp van de diensten en dat de websites eenvoudig te lezen zijn en makkelijk te begrijpen. * Que les services soient plus accessibles (y compris plus faciles à trouver) et plus sûrs, et qu’ils puissent être utilisés par toutes et tous sans discrimination, avec une aide appropriée disponible si besoin. * Que los servicios se hagan más accesibles (incluso localizables) y seguros y puedan ser utilizados por todos sin discriminacion, con la asistencia adecuada disponible según sea necesario; * Palveluiden saatavuutta (myös löydettävyyttä) ja turvallisuutta parannetaan, ja ne ovat kaikkien käytettävissä syrjimättömällä tavalla, ja tarvittaessa on saatavilla asianmukaista apua. * dass die Grundsätze des universellen Designs bei der Einrichtung der Dienste angewandt wurden und dass die Websites einfach zu lesen und leicht zu verstehen sind; *	The monthly number of calls to APIs developed by the local authority * If yes, provide the evidence, including the approximate number of people trained * When designing digital services and websites, that attention is given to the usage of clear language that is understood by the users; * Che i principi del design universale siano stati applicati alla creazione dei servizi e che i siti web siano semplici da leggere e di facile comprensione; * Dat de authenticiteit van digitale publieke diensten is beveiligd en op een heldere en consistente manier kan worden herkend. * Que les principes de conception universelle soient appliqués lors de la mise en place des services pour que les sites web soient simples à lire et à comprendre. * que los principios del diseño universal se apliquen a la configuración de los servicios y que los sitios web sean fáciles de leer y fáciles de entender; * Palvelujen perustamisessa on sovellettu universaalin suunnittelun periaatteita, ja verkkosivustot ovat helppolukuisia ja ymmärrettäviä. * dass die Authentizität elektronischer Verwaltungsdienste gesichert und in klarer und einheitlicher Weise erkennbar ist; *	Number of standardised services modules in use, provided by higher institutional bodies (e.g. national payment service or ID) * Any additional indicators (and sources)? * That digital public services are provided on any digital platform and on any device that are commonly used in the local context; * Che l'autenticità dei servizi pubblici digitali è garantita e può essere riconosciuta in modo chiaro e coerente. 2.2 BIJKOMENDE AANBEVELINGEN VAN LOKALE BESTUREN * Que l'authenticité des services publics numériques soit garantie et puisse être reconnue de manière claire et cohérente. * que la autenticidad de los servicios públicos digitales sea seguro y pueda ser reconocida de una manera clara y coherente. * Digitaalisten julkisten palvelujen aitous on varmistettu ja tunnistettavissa selkeällä ja johdonmukaisella tavalla. 2.2 ZUSÄTZLICHE EMPFEHLUNGEN DER LOKALEN BEHÖRDEN *	Any additional indicators (and sources)? 1.2 Strategies * That digital public services are inclusive by default by co-designing guidelines that are developed in practice with users of different groups: people with disabilities, including specific mental health issues, different genders, different levels of skills, different languages… 2.2 RACCOMANDAZIONI AGGIUNTIVE DELLE AUTORITÀ LOCALI * Dat aandacht wordt geschonken aan het gebruik van een heldere, door de gebruikers verstaanbare taal bij het ontwerpen van digitale diensten en websites. 2.2 Les recommandations supplémentaires provenant des autorités locales 2.2 RECOMENDACIONES ADICIONALES DE LAS AUTORIDADES LOCALES 2.2 PAIKALLISVIRANOMAISTEN ANTAMAT LISÄSUOSITUKSET * Dass bei der Gestaltung von digitalen Diensten und Websites auf die Verwendung einer klaren, für die Nutzer verständlichen Sprache geachtet wird. 1.4 Participation * Does the local authority have a digital strategy less than three years old? 2.3 CHALLENGES * Quando si progettano servizi digitali e siti Web, viene prestata attenzione all'uso di un linguaggio chiaro che sia compreso dagli utenti. * Dat digitale overheidsdienstverlening wordt aangeboden op elk platform en via elk toestel dat gewoonlijk wordt gebruikt in de lokale context. * Que lors de la conception de services numériques et de sites web, l'attention soit portée sur l'utilisation d'un langage clair et compréhensible par les utilisateurs. Al diseñar servicios digitales y sitios web, que se preste atención al uso de un lenguaje claro que sea entendido por los usuarios; * Digitaalisia palveluja ja verkkosivustoja suunniteltaessa on kiinnitettävä huomiota selkeään ja käyttäjien ymmärtämään kieleen. * Dass digitale öffentliche Dienstleistungen auf jeder digitalen Plattform und auf jedem Gerät angeboten werden, die im lokalen Kontext üblicherweise verwendet werden. *	Has the local authority adopted service co-design / user research practices? * Does the local authority have formal service standard (like for instance the UK Government Digital Service standards)? Local authorities consider the accessibility and usability principle to be the core principle of the notion of user-centricity and they recognise the need to design and implement digital public services that are inclusive by default. * Che i servizi pubblici digitali siano forniti su qualsiasi piattaforma digitale e su qualsiasi dispositivo comunemente utilizzato nel contesto locale. * Dat digitale publieke diensten standaard inclusief zijn door hiervoor richtlijnen te ontwikkelen in de praktijk en in samenwerking met gebruikers vanuit verschillende groepen: mensen met een beperking met inbegrip van specifieke mentale beperkingen, verschillende genders, verschillend niveau van vaardigheden, verschillende talen, … * Que les services publics numériques soient accessibles sur toutes les plateformes numériques et sur tous les appareils couramment utilisés dans le contexte local. * Que los servicios públicos digitales se ofrezcan en cualquier plataforma digital y en cualquier dispositivo que se utiliza comúnmente en el contexto local; * Julkisia digitaalisia palveluja tarjotaan kaikilla digitaalisilla alustoilla ja laitteilla, joita käytetään yleisesti paikallisessa ympäristössä. * Dass digitale öffentliche Dienstleistungen standardmäßig inklusiv sind, indem Richtlinien mitgestaltet werden, die in der Praxis mit Nutzern verschiedener Gruppen entwickelt werden: Menschen mit Behinderungen, einschließlich spezifischer psychischer Probleme, verschiedene Geschlechter, verschiedene Qualifikationsniveaus, verschiedene Sprachen... *	The number of citizens that have engaged in service co-design practices in the past year * Does the local authority have design guidelines, including for instance standards for simple language? Digital public services that are provided by local authorities should be easily findable and accessible: * Che i servizi pubblici digitali sono inclusivi per impostazione predefinita co-progettando linee guida che vengono sviluppate nella pratica con utenti di diversi gruppi: persone con disabilità, inclusi problemi di salute mentale specifici, generi diversi, diversi livelli di abilità, lingue diverse ... 2.3 UITDAGINGEN * Que les services publics numériques soient inclusifs par défaut en co-concevant des lignes directrices avec des utilisateurs de différents groupes: personnes en situation de handicap, y compris les handicaps liés à la santé mentale, différentes expressions de genres, différents niveaux de compétences, différentes langues... * Que los servicios públicos digitales sean inclusivo por defecto al codiseñar pautas que se desarrollan en la práctica con usuarios de diferentes grupos: personas con discapacidad, incluyendo problemas específicos de salud mental, diferentes géneros, diferentes niveles de habilidades, diferentes idiomas ... * Digitaaliset julkiset palvelut ovat lähtökohtaisesti osallistavia, koska niitä varten laaditaan yhteissuunnitteluohjeita, jotka on kehitetty käytännössä eri käyttäjäryhmien kanssa: vammaiset, mukaan luettuina erityiset mielenterveysongelmat, eri sukupuolet, eri taitotasot ja eri kielet. 2.3 HERAUSFORDERUNGEN *	(alternative indicator) The share of citizens that have engaged in service co-design practices in the past year * Does the local authority mention service design or user experience in its digital strategy? * local governments in every EU member state have competencies and responsibilities in many different policy fields and tend to communicate everything on their websites, often using a siloed organisational logic; 2.3 SFIDE Lokale overheden beschouwen het principe van toegankelijkheid en bruikbaarheid het kernprincipe van het centraal stellen van de gebruiker. Ze erkennen de nood aan het ontwerpen en implementeren van digitale overheidsdiensten die inclusief by default zijn. 
Digitale publieke diensten die worden aangeboden door lokale overheden moeten makkelijk vindbaar en toegankelijk zijn: 2.3 Les défis 2.3 DESAFÍOS 2.3 HAASTEET Lokale Behörden betrachten das Prinzip der Barrierefreiheit und Benutzerfreundlichkeit als Kernprinzip des Konzepts der Nutzerzentrierung und sie erkennen die Notwendigkeit, digitale öffentliche Dienste zu entwerfen und zu implementieren, die standardmäßig inklusiv sind.
Digitale öffentliche Dienste, die von lokalen Behörden bereitgestellt werden, sollten leicht auffindbar und zugänglich sein: *	The number of digital participation initiative offered by the local authority to citizens to engage them in the creation of new policies * Any additional indicators (and sources)? * many local authorities have made or are making the transition from a local information website in which the services appeared to be hidden to a portal website that is structured based upon the needs of users and their search for specific local digital public services; * Le autorità locali considerano il principio di accessibilità e usabilità il principio fondamentale della nozione di centralità dell'utente e riconoscono la necessità di progettare e implementare servizi pubblici digitali che siano inclusivi di default. * Lokale overheden in elke EU lidstaat hebben bevoegdheden en verantwoordelijkheden in heel wat verschillende beleidsdomeinen en hebben de neiging om alles wat ze doen te communiceren via hun websites, vaak door een verkokerde organisatielogica te volgen. Les autorités locales considèrent les principes d'accessibilité et de facilité d'utilisation comme étant au cœur des services centrés sur l’utilisateur, et elles reconnaissent la nécessité de concevoir et de mettre en place des services publics numériques qui sont inclusifs par défaut. * Las autoridades locales consideran la accesibilidad y la usabilidad y reconocen la necesidad de diseñar e implementar servicios públicos digitales que sean inclusivos por defecto. Paikallisviranomaiset pitävät saavutettavuuden ja käytettävyyden periaatetta käyttäjäkeskeisyyden keskeisenä periaatteena ja tunnustavat tarpeen suunnitella ja toteuttaa digitaalisia julkisia palveluja, jotka ovat lähtökohtaisesti osallistavia. * Kommunalverwaltungen in allen EU-Mitgliedsstaaten haben Kompetenzen und Verantwortlichkeiten in vielen verschiedenen Politikfeldern und neigen dazu, alles auf ihren Websites zu kommunizieren, wobei sie oft eine siloartige Organisationslogik anwenden *	Any additional indicators (and sources)? 1.3 Ecosystem * in making that transition, it is crucial to listen to a diverse group of users before starting the design, by using methodologies that check and understand their capacities, needs and usage of the websites and the services, thus improving the usability of the website and the services. * I servizi pubblici digitali forniti dalle autorità locali dovrebbero essere facilmente reperibili e accessibili: * Tal van lokale overheden hebben de transitie gemaakt of zijn die aan het maken van een lokale informatiewebsite, waarin de diensten verborgen lijken te zijn, naar een portaalwebsite die is gestructureerd op basis van de noden van gebruikers om specifieke lokale overheidsdiensten te kunnen terugvinden. Les services publics numériques proposés par les autorités locales doivent être facilement trouvables et accessibles: Los servicios públicos digitales proporcionados por las autoridades locales deben ser fácilmente localizables y accesibles: Paikallisviranomaisten tarjoamien digitaalisten julkisten palvelujen olisi oltava helposti löydettävissä ja käytettävissä: * Viele Kommunalverwaltungen haben den Übergang von einer lokalen Informations-Website, in der die Dienste versteckt zu sein schienen, zu einer Portal-Website vollzogen oder sind dabei, ihn zu vollziehen, die auf der Grundlage der Bedürfnisse der Nutzer und ihrer Suche nach spezifischen lokalen digitalen öffentlichen Dienstleistungen strukturiert ist 2. USER-CENTRICITY PERFORMANCE * Does the local authority provide APIs to other administrations and to private companies Local authorities find the correct usage of language to be an important aspect of accessibility, usability and availability of digital public services. This can be achieved by: * i governi locali in ogni stato membro dell'UE hanno competenze e responsabilità in molti campi politici diversi e tendono a comunicare tutto sui loro siti web, spesso utilizzando una logica organizzativa a silos; * Bij het maken van deze transitie is het cruciaal om te luisteren naar een diverse groep van gebruikers, vooraleer het ontwerp ervan op te starten en door gebruik te maken van methodieken die de noden en de mogelijkheden van deze gebruikers nagaan en laten begrijpen hoe ze gebruik maken van de websites en de diensten. Op deze manier kan de bruikbaarheid van de website en de diensten worden verbeterd. * Les collectivités locales de chaque État membre de l'UE ont des compétences et des responsabilités dans de nombreux domaines politiques différents et ont tendance à communiquer toutes les informations de ces différents domaines sur leurs sites web, en utilisant souvent une logique organisationnelle cloisonnée. * Los gobiernos locales de cada estado miembro de la UE tienen competencias y responsabilidades en muchos campos políticos diferentes y tienden a comunicar todo en sus sitios web, a menudo utilizando una lógica organizativa de silos; * Kaikkien EU:n jäsenvaltioiden paikallishallinnoilla on toimivaltaa ja vastuualueita monilla eri politiikan aloilla, ja niillä on taipumus tiedottaa kaikesta verkkosivustoillaan, ja ne käyttävät usein siiloutunutta organisatorista logiikkaa. * Bei diesem Übergang ist es entscheidend, einer vielfältigen Gruppe von Nutzern zuzuhören, bevor man mit dem Design beginnt, indem man Methoden anwendet, die ihre Kapazitäten, Bedürfnisse und die Nutzung der Websites und Dienste überprüfen und verstehen, um so die Nutzbarkeit der Website und der Dienste zu verbessern. 2.1 Supply of services * If yes, how many external organisations (public and private) access the API monthly on average? * developing a clear language agenda together with the users, * molte autorità locali hanno effettuato o stanno effettuando la transizione da un sito web di informazione locale in cui i servizi sembravano essere nascosti a un portale web strutturato in base alle esigenze degli utenti e alla loro ricerca di specifici servizi pubblici digitali locali; Lokale overheden zijn het erover eens dat het correcte gebruik van taal een belangrijk aspect is van de toegankelijkheid, de bruikbaarheid en de beschikbaarheid van digitale publieke diensten. Dit kan worden bereikt door: * De nombreuses autorités locales ont effectué, ou sont en train d'effectuer, la transition entre un site web informatif (où les services étaient difficiles à trouver) vers un site web structuré en fonction des besoins des utilisateurs et de leurs recherches, faisant office de portail entre les différents services publics numériques locaux. * muchas autoridades locales han realizado o están haciendo la transición de un sitio web de información local en el que los servicios parecían estar ocultos a un sitio web de portal que está estructurado en función de las necesidades de los usuarios y su búsqueda de servicios públicos digitales locales específicos; * Monet paikallisviranomaiset ovat siirtyneet tai siirtymässä paikallistietosivustosta, jossa palvelut näyttivät olevan piilossa, portaalisivustoon, joka on jäsennelty käyttäjien tarpeiden ja heidän tiettyjen paikallisten digitaalisten julkisten palvelujen etsimisensä perusteella. Für lokale Behörden ist der korrekte Sprachgebrauch ein wichtiger Aspekt der Zugänglichkeit, Nutzbarkeit und Verfügbarkeit digitaler öffentlicher Dienste. Dies kann erreicht werden durch: *	The share of services available online out of total services provided that could potentially be digitalised * Does the local authority use standardised services modules, provided at national or European level (e.g. national payment service or eID)? * providing content that is easily translatable in different languages by automated translation services, but also by using images and icons to improve understanding by specific target groups; * in tale transizione, è fondamentale ascoltare un gruppo eterogeneo di utenti prima di iniziare la progettazione, utilizzando metodologie che controllano e comprendono le loro capacità, esigenze e utilizzo dei siti web e dei servizi, migliorando così l'usabilità del sito web e del servizi. * Een heldere taal agenda te ontwikkelen, samen met de gebruikers. * Dans ce processus de transition, il est crucial de consulter un groupe diversifié d'utilisateurs avant de commencer la conception, en utilisant des méthodologies permettant de vérifier et de comprendre leurs capacités, leurs besoins et leur utilisation des sites web et des services, améliorant ainsi la facilité d’utilisation du site web et des services. * al hacer esa transición, es crucial escuchar a un grupo diverso de usuarios antes de comenzar el diseño, utilizando metodologías que verifiquen y comprendan sus capacidades, necesidades y uso de los sitios web y los servicios, mejorando así la usabilidad del sitio web y los servicios. * Siirtymisessä on ratkaisevan tärkeää kuunnella erilaisia käyttäjäryhmiä ennen suunnittelun aloittamista käyttämällä menetelmiä, joilla tarkistetaan ja ymmärretään heidän valmiuksiaan, tarpeitaan ja verkkosivujen ja palvelujen käyttöä ja parannetaan näin verkkosivujen ja palvelujen käytettävyyttä. * die Entwicklung einer klaren Sprachagenda zusammen mit den Nutzern *	Do the online services provided align with the requirements of the Single Digital Gateway? * Any additional indicators (and sources)? * developing language and design guidelines that are used to train future developers of digital public services and websites, thus creating a new development culture. Le autorità locali ritengono che l'uso corretto della lingua sia un aspetto importante dell'accessibilità, dell'usabilità e della disponibilità dei servizi pubblici digitali. Ciò può essere ottenuto: * Online teksten te voorzien die makkelijk te vertalen zijn in verschillende talen door automatische vertaaldiensten maar ook door beelden en iconen te gebruiken  die het begrip door specifieke doelgroepen verbeteren. Les autorités locales considèrent que l'utilisation correcte de la langue est un aspect important de l'accessibilité, de la facilité d'utilisation et de la disponibilité des services publics numériques. Cet objectif peut être atteint en: Las autoridades locales consideran que el uso correcto del lenguaje es un aspecto importante de la accesibilidad, usabilidad y disponibilidad de los servicios públicos digitales. Esto se puede lograr mediante: * Paikallisviranomaisten mielestä oikea kielenkäyttö on tärkeä osa digitaalisten julkisten palvelujen saavutettavuutta, käytettävyyttä ja saatavuutta. Tämä voidaan saavuttaa seuraavin keinoin: * Bereitstellung von Inhalten, die durch automatische Übersetzungsdienste leicht in verschiedene Sprachen übersetzbar sind, aber auch durch die Verwendung von Bildern und Symbolen, um das Verständnis für bestimmte Zielgruppen zu verbessern *	The share of online services that offer the possibility to check their online status (e.g. active or inactive) 2. USER-CENTRICITY PERFORMANCE Multi-level collaboration: * sviluppare un'agenda linguistica chiara insieme agli utenti, * Taal- en ontwerprichtlijnen te ontwikkelen die kunnen worden gebruikt om toekomstige ontwikkelaars van digitale overheidsdiensten en websites te trainen, en door zo een nieuwe ontwikkelcultuur te creëren. * Élaborant un programme linguistique clair en collaboration avec les utilisateurs. * el desarrollo de una agenda lingüística clara junto con los usuarios, * Laatimalla selkeä kieliohjelma yhdessä käyttäjien kanssa. * Die Entwicklung von Sprach- und Designrichtlinien, die für die Schulung zukünftiger Entwickler von digitalen öffentlichen Diensten und Websites verwendet werden und so eine neue Entwicklungskultur schaffen. *	Any additional indicators (and sources)? 2.1 Co-creation * some public services demand intervention and implication of different levels of government (local, regional, national), each with their own rules, channels and principles; * fornire contenuti facilmente traducibili in diverse lingue tramite servizi di traduzione automatizzata, ma anche utilizzando immagini e icone per migliorare la comprensione da parte di gruppi target specifici; Samenwerking tussen overheidsniveaus: * Fournissant un contenu facilement traduisible dans différentes langues par des services de traduction automatiques, mais aussi en utilisant des images et des icônes pour améliorer la compréhension par des groupes cibles spécifiques. * el suministro de contenido que sea fácilmente traducible en diferentes idiomas mediante servicios de traducción automática, pero también mediante el uso de imágenes e íconos para mejorar la comprensión por parte de grupos destinatarios específicos; * Tarjoamalla sisältöä, joka on helposti käännettävissä eri kielille automaattisten käännöspalvelujen avulla, mutta myös käyttämällä kuvia ja kuvakkeita, jotta tietyt kohderyhmät ymmärtäisivät paremmin. Zusammenarbeit auf mehreren Ebenen: 2.2 Usability * Does the local authority habitually (as standard practice on every new digital service) use service co-design / user research sessions in developing its services? * in order to make these multi-level services accessible and usable, collaboration between the different governments in design is necessary. * sviluppare linee guida per il linguaggio e il design che vengono utilizzate per formare futuri sviluppatori di servizi pubblici digitali e siti web, creando così una nuova cultura dello sviluppo. * Bepaalde overheidsdiensten vragen de tussenkomst en de betrokkenheid van verschillende overheidsniveaus (lokaal, regionaal, nationaal), elk met een eigen set aan regels, kanalen en principes. * Élaborant des lignes directrices en matière de langue et de conception qui seront utilisées pour former les futurs développeurs de services publics numériques et de sites web, créant ainsi une nouvelle culture du développement. * desarrollo de pautas de diseño y lenguajes que se utilizan para capacitar a futuros desarrolladores de servicios públicos digitales y sitios web, creando así una nueva cultura de desarrollo. * Kehittämällä kieli- ja suunnitteluohjeita, joita käytetään digitaalisten julkisten palvelujen ja verkkosivustojen tulevien kehittäjien kouluttamiseen ja luodaan näin uutta kehittämiskulttuuria. * Einige öffentliche Dienste erfordern das Eingreifen und die Einbeziehung verschiedener Regierungsebenen (lokal, regional, national), die jeweils ihre eigenen Regeln, Kanäle und Prinzipien haben. *	Are the local authority web services in line with WCAG guidelines? * Does the local authority habitually carry out users research sessions on a regular basis (at least once a year) after the launch of digital services? According to local authorities, more attention should be given in this principle to the protection and security of personal data. Collaborazione multilivello: * Om er voor te zorgen dat deze multi-level diensten toegankelijk en bruikbaar zijn, is samenwerking tussen de verschillende overheden bij het ontwerpen ervan noodzakelijk. Collaboration à plusieurs niveaux: Colaboración multinivel: Monitasoinen yhteistyö: * Um diese Multi-Level-Services zugänglich und nutzbar zu machen, ist eine Zusammenarbeit zwischen den verschiedenen Regierungen bei der Gestaltung notwendig. *	Are the online services developed through constant iteration and changed based on behaviour of citizens? * If yes, provide the evidence, including the approximate number of sessions or people of citizens that have engaged in service co-design practices in the past two years 3. REDUCTION OF ADMINISTRATIVE BURDEN
3.1 PRINCIPLE AS IN TALLINN DECLARATION * alcuni servizi pubblici richiedono l'intervento e il coinvolgimento di diversi livelli di governo (locale, regionale, nazionale), ciascuno con le proprie regole, canali e principi; Lokale overheden menen dat er, voor wat betreft dit principe, meer aandacht kan worden gegeven aan de bescherming en veiligheid van persoonsgegevens. * Certains services publics nécessitent l'intervention et l'implication de différents niveaux de gouvernement (local, régional, national), chacun ayant ses propres règles, canaux de communication et règles. * algunos servicios públicos exigen la intervención e implicación de los diferentes niveles de gobierno (local, regional, nacional) , cada uno con sus propias reglas, canales y principios; +
para que estos servicios multinivel sean accesibles y utilizables, es necesaria la colaboración entre los diferentes gobiernos en el diseño. * Jotkin julkiset palvelut edellyttävät eri hallintotasojen (paikallinen, alueellinen, kansallinen) puuttumista ja osallistumista, ja kullakin tasolla on omat sääntönsä, kanavansa ja periaatteensa. * Nach Ansicht der lokalen Behörden sollte bei diesem Prinzip dem Schutz und der Sicherheit persönlicher Daten mehr Aufmerksamkeit geschenkt werden. *	The share of digital services that are fully in line with WCAG guidelines * Does the local authority habitually (as standard practice on every new digital service) use specific service co-design / user research sessions with disadvantaged communities (e.g. minorities, elderly, disabled people, etc.) in developing its services? * That public administrations make efforts to reduce the administrative burden on citizens and businesses, namely by optimizing and/or creating digital processes and services where relevant and possible, and by offering personalised and pro-active services * per rendere accessibili e utilizzabili questi servizi multilivello, è necessaria la collaborazione tra i diversi governi nella progettazione. 3. VERMINDERING VAN ADMINISTRATIEVE LASTEN * Afin de rendre ces services multi-niveaux accessibles et utilisables, une collaboration entre les différents gouvernements lors de la conception est nécessaire. * Según las autoridades locales, se debe prestar más atención en este principio a la protección y seguridad de los datos personales. * Jotta nämä monitasoiset palvelut olisivat saatavilla ja käyttökelpoisia, eri hallintotasojen välinen yhteistyö suunnittelussa on välttämätöntä. 3. Bürokratieabbau *	Has the local authority put in place means for users to provide feedback? * Does the local authority habitually use web analytics to monitor users behaviour (e.g. completion rates and most frequent errors)? * Not to be asked to provide the same information to public services more than once, in due respect of data protection rules and regulations * Secondo le autorità locali, questo principio dovrebbe prestare maggiore attenzione alla protezione e alla sicurezza dei dati personali. 3.1 PRINCIPE ZOALS IN DE TALLINN DECLARATION Selon les autorités locales, on devrait accorder plus d’attention à la protection et à la sécurité des données personnelles dans la mise en place de ce principe. 3. REDUCCIÓN DE LA CARGA ADMINISTRATIVA * Paikallisviranomaisten mukaan tässä periaatteessa olisi kiinnitettävä enemmän huomiota henkilötietojen suojaan ja turvallisuuteen. 2.1 PRINZIP WIE IN DER TALLINN-ERKLÄRUNG *	Does the authority has simple language standards? * Does the local authority habitually plan for releasing regular (at least once a year) new releases for existing digital services? 3.2 ADDITIONAL RECOMMENDATIONS FROM LOCAL AUTHORITIES 3. RIDUZIONE DEGLI ONERI AMMINISTRATIVI * Dat overheidsadministraties inspanningen doen om de administratieve lasten voor burgers en ondernemingen te verminderen, namelijk door het optimaliseren en/of het creëren van digitale processen en diensten daar waar relevant en mogelijk, en door gepersonaliseerde en proactieve diensten aan te bieden. 3. Diminution du fardeau administratif 3.1 PRINCIPIO SEGÚN LA DECLARACIÓN DE TALLINN 3. HALLINNOLLISEN TAAKAN VÄHENTÄMINEN * Dass die öffentlichen Verwaltungen Anstrengungen unternehmen, um den Verwaltungsaufwand für Bürger und Unternehmen zu verringern, indem sie – soweit relevant und möglich – elektronische Verfahren und Dienste optimieren und/oder schaffen sowie personalisierte und proaktive Dienste anbieten; *	Does the authority has service standards in place? * Any additional indicators (and sources)? * That the reduction of administrative burden is also achieved by reducing the entry points to local digital services for the users; 3.1 PRINCIPIO NELLA DICHIARAZIONE DI TALLINN * Niet te vragen om dezelfde informatie meer dan één keer aan te leveren, met het nodige respect voor de regelgeving en wetgeving inzake gegevensbescherming. 3.1 Le principe, tel qu’il est énoncé dans la Déclaration de Tallinn Que las administraciones públicas se esfuercen por reducir la carga administrativa que pesa sobre los ciudadanos y las empresas, concretamente optimizando y / o creando procesos y servicios digitales cuando sea pertinente y posible, y ofreciendo servicios personalizados y proactivos. 3.1 TALLINNAN JULKILAUSUMAN MUKAINEN PERIAATE * Nicht dazu aufgefordert zu werden, gegenüber Verwaltungsdiensten mehr als einmal dieselben Angaben zu machen, wobei die Datenschutzvorschriften eingehalten werden; *	Any additional indicators (and sources)? 2.2 Supply of online services * That the reduction of the administrative burden is not limited to citizens and business, but that it is applicable to all users. * Che le pubbliche amministrazioni si sforzino di ridurre gli oneri amministrativi per i cittadini e le imprese, in particolare ottimizzando e / o creando processi e servizi digitali ove pertinenti e possibili e offrendo servizi personalizzati e proattivi. 3.2 BIJKOMENDE AANBEVELINGEN VAN LOKALE BESTUREN * Que les administrations publiques s'efforcent de réduire le fardeau administratif qui pèse sur les citoyens et les entreprises, notamment en optimisant et/ou en créant des processus et des services numériques lorsque cela est pertinent et possible, et en offrant des services personnalisés et proactifs. * No se les pedirá que proporcionen la misma información a los servicios públicos más de una vez, respetando debidamente las normas y reglamentos de protección de datos. * Julkishallinnot pyrkivät vähentämään kansalaisten ja yritysten hallinnollista taakkaa optimoimalla ja/tai luomalla digitaalisia prosesseja ja palveluja silloin, kun se on tarkoituksenmukaista ja mahdollista, sekä tarjoamalla yksilöllisiä ja ennakoivia palveluja. 3.2 ZUSÄTZLICHE EMPFEHLUNGEN DER LOKALEN BEHÖRDEN 2.3 Security and privacy * Does the local authority provide the majority of services fully online (out of total services provided that could potentially be digitalised)? 3.3 CHALLENGES * Non essere richiesto di fornire le stesse informazioni ai servizi pubblici più di una volta, nel dovuto rispetto delle norme e dei regolamenti sulla protezione dei dati. * Dat de vermindering van administratieve lasten ook wordt bereikt door het verminderen van het aantal toegangspunten voor de gebruikers tot de lokale digitale diensten. * Qu’il ne soit pas demandé de fournir la même information aux services publics plus d'une fois, dans le respect des règles et de la réglementation en matière de protection des données. 3.2 RECOMENDACIONES ADICIONALES DE LAS AUTORIDADES LOCALES * Julkisia palveluja käyttävien ei pyydetä toimittamaan samoja tietoja useammin kuin kerran tietosuojasääntöjä ja -määräyksiä asianmukaisesti noudattaen. * Dass die Reduzierung des Verwaltungsaufwands auch dadurch erreicht wird, dass die Einstiegspunkte zu lokalen digitalen Diensten für die Nutzer reduziert werden.
 
* Dass die Reduzierung des Verwaltungsaufwands nicht auf Bürger und Unternehmen beschränkt ist, sondern für alle Nutzer gilt. *	Are the users able to use eID, recognised under the eIDAS directive, as a means of authentication for all online services requiring authentication? * Does the local authority have a dedicated app? Local authorities recognise the needs for reduction of the administrative burden on citizens and businesses by optimizing and creating digital processes and services, and by offering personalised and pro-active services. However, they also point out that: 3.2 RACCOMANDAZIONI AGGIUNTIVE DELLE AUTORITÀ LOCALI * Dat de vermindering van administratieve lasten niet wordt beperkt tot burgers en ondernemingen, maar dat het toepasselijk is voor alle gebruikers. 3.2 Les recommandations supplémentaires provenant des autorités locales * Que la reducción de la carga administrativa también se logra reduciendo los puntos de entrada a los servicios digitales locales para los usuarios; 3.2 PAIKALLISVIRANOMAISTEN ANTAMAT LISÄSUOSITUKSET 3.3 HERAUSFORDERUNGEN *	The share of citizens with an eIDAS compliant eID at local level (e.g. city, municipality, administrative region etc.) * Does the local authority offer at least one proactive service, where users are automatically signed up for a service based on the government-held data? * the effort to reduce the administrative burden should not be limited to optimising front-office processes of digital services, but should also focus on the back-office processes * Che la riduzione degli oneri amministrativi si ottiene anche riducendo i punti di ingresso ai servizi digitali locali per gli utenti; 3.3 UITDAGINGEN * Que la réduction du fardeau administratif soit également obtenue en réduisant les points d'entrée des utilisateurs dans les services numériques locaux. * Que la reducción de la carga administrativa no se limita a los ciudadanos y las empresas, sino que es aplicable a todos los usuarios. * Hallinnollista taakkaa vähennetään myös vähentämällä käyttäjien tapoja päästä käyttämään paikallisia digitaalisia palveluita. Die lokalen Behörden erkennen die Notwendigkeit der Reduzierung des Verwaltungsaufwands für Bürger und Unternehmen durch die Optimierung und Schaffung digitaler Prozesse und Dienste sowie durch das Angebot personalisierter und proaktiver Dienste. Sie weisen jedoch auch darauf hin, dass: *	Has the local authority put in place channels through which citizens can access and ask for the correction and deletion of their personal data? * Has the local authority already fulfilled the requirements of the Single Digital Gateway (deadline end of 2022)? * many back-office processes and supporting systems are not designed with the user in mind but follow an organisational logic and can thus, jeopardize usability * Che la riduzione degli oneri amministrativi non è limitata ai cittadini e alle imprese, ma è applicabile a tutti gli utenti. Lokale overheden erkennen de nood aan vermindering van de administratieve lasten voor burgers en onderneming door het optimaliseren en het creëren van digitale processen en diensten, en door het aanbieden van gepersonaliseerde en proactieve diensten, maar ze merken ook op dat: * Que la réduction du fardeau administratif ne se limite pas aux citoyens et aux entreprises, mais qu'elle s'applique à tous les utilisateurs. 3.3 DESAFÍOS * Hallinnollisen taakan vähentäminen ei rajoitu vain kansalaisiin ja yrityksiin, vaan se koskee kaikkia käyttäjiä. * Die Bemühungen zur Verringerung des Verwaltungsaufwands sich nicht auf die Optimierung der Front-Office-Prozesse digitaler Dienste beschränken sollten, sondern auch die Back-Office-Prozesse in den Blick nehmen sollten. *	Any additional indicators (and sources)? * Does the local authority provide normally to citizens the possibility to check online the status of their procedure (e.g. initiated, ongoing or terminated)? * in certain cases where the legal basis and legal frameworks for digital services are issued at the national level and the execution at the local level, there is a risk of an increased administrative burden if there is insufficient collaboration between the two levels of government. 3.3 SFIDE * De inspanningen om de administratieve lasten te verminderen niet mag beperkt worden tot het optimaliseren van front-office processen van digitale diensten, maar dat de focus ook moet liggen op de back-office processen. 3.3 Les défis Las autoridades locales reconocen la necesidad de reducir la carga administrativa de los ciudadanos y las empresas optimizando y creando procesos y servicios digitales, y ofreciendo una oferta personalizada de servicios proactivos. Sin embargo, también señalan que: 3.3 HAASTEET * Viele Back-Office-Prozesse und unterstützende Systeme nicht mit Blick auf den Nutzer gestaltet sind, sondern einer organisatorischen Logik folgen und somit die Benutzerfreundlichkeit gefährden können. 2.4 Redress mechanisms * Any additional indicators (and sources)? 4. DIGITAL DELIVERY OF PUBLIC SERVICES
4.1 PRINCIPLE AS IN TALLINN DECLARATION Le autorità locali riconoscono la necessità di ridurre gli oneri amministrativi per i cittadini e le imprese ottimizzando e creando processi e servizi digitali e offrendo servizi personalizzati e proattivi. Tuttavia, sottolineano anche che: * Heel wat back-office processen en hun ondersteunende systemen niet ontworpen zijn met de gebruiker voor ogen, maar dat ze vaak een organisatielogica volgen en op die manier de bruikbaarheid in gevaar brengen. Les autorités locales reconnaissent la nécessité de réduire le fardeau administratif qui pèse sur les citoyens et les entreprises en optimisant et en créant des processus et des services numériques, et en proposant des services personnalisés et proactifs. Cependant, elles soulignent également que : * el esfuerzo para reducir la carga administrativa no debe limitarse a optimizar los procesos de front-office de los servicios digitales, sino que también debe centrarse en los procesos de back-office Paikallisviranomaiset tunnustavat tarpeen vähentää kansalaisten ja yritysten hallinnollista taakkaa optimoimalla ja luomalla digitaalisia prosesseja ja palveluja sekä tarjoamalla yksilöllisiä ja ennakoivia palveluja. Ne huomauttavat kuitenkin myös, että: * In bestimmten Fällen, in denen die Rechtsgrundlage und die rechtlichen Rahmenbedingungen für digitale Dienstleistungen auf nationaler Ebene erlassen werden und die Ausführung auf lokaler Ebene erfolgt, besteht das Risiko eines erhöhten Verwaltungsaufwands, wenn die Zusammenarbeit zwischen den beiden Regierungsebenen unzureichend ist. *	Does the local authority provide online redress mechanisms for both citizens and businesses? 2.3 Usability * That public services can as much as possible and appropriate, especially upon request of the user, be fully handled online, including the provision of any evidence required to obtain a right or fulfil obligations * lo sforzo per ridurre gli oneri amministrativi non dovrebbe essere limitato all'ottimizzazione dei processi di front-office dei servizi digitali, ma dovrebbe anche concentrarsi sui processi di back-office; * In bepaalde gevallen de wettelijke basis en de juridische kaders voor digitale diensten worden opgemaakt op nationaal niveau en de uitvoering gebeurt op lokaal niveau, waardoor er een risico ontstaat van stijgende administratieve lasten in het geval er geen voldoende samenwerking is tussen de twee overheidsniveaus. * L'effort pour réduire le fardeau administratif ne doit pas se limiter à l'optimisation des processus de front-office des services numériques, mais doit également porter sur les processus de back-office. * muchos procesos de back-office y sistemas de apoyo no lo son diseñado pensando en el usuario pero sigue una lógica organizacional y por lo tanto puede poner en peligro la usabilidad * Hallinnollisen taakan keventämiseen tähtääviä toimia ei pitäisi rajoittaa digitaalisten palvelujen front-office-prosessien optimointiin, vaan niissä olisi keskityttävä myös back-office-prosesseihin. 4. ELEKTRONISCHE ERBRINGUNG VON VERWALTUNGSDIENSTEN *	Any additional indicators (and sources)? * Are the local authority web services in line with WCAG guidelines? * That the status of service delivery can be checked online where relevant * molti processi di back-office e sistemi di supporto non sono progettati pensando all'utente ma seguono una logica organizzativa e possono quindi comprometterne l'usabilità 4. DIGITAAL VERLENEN VAN DIENSTEN * De nombreux processus de back-office et dispositifs de soutien ne sont pas conçus en fonction de l'utilisateur, mais obéissent à une logique organisationnelle et peuvent donc compromettre la facilité d’utilisation. * en ciertos casos donde la base legal y los marcos legales para los servicios digitales se emiten a nivel nacional y la ejecución a nivel local, existe el riesgo de una mayor carga administrativa si no hay suficiente colaboración entre los dos niveles de gobierno. * Monia back-office-prosesseja ja tukijärjestelmiä ei ole suunniteltu käyttäjää silmällä pitäen, vaan ne noudattavat organisatorista logiikkaa ja voivat siten vaarantaa käytettävyyden. 4.1 PRINZIP WIE IN DER TALLINN-ERKLÄRUNG 3. OUTCOME * Has the local authority put in place means for users to provide feedback? 4.2 ADDITIONAL RECOMMENDATIONS FROM LOCAL AUTHORITIES * in alcuni casi in cui la base giuridica e i quadri giuridici per i servizi digitali sono emanati a livello nazionale e l'esecuzione a livello locale, vi è il rischio di un aumento degli oneri amministrativi se la collaborazione tra i due livelli di governo è insufficiente. 4.1 PRINCIPE ZOALS IN DE TALLINN DECLARATION * Dans certains cas, lorsque les bases et les cadres juridiques qui régulent les services numériques sont établis au niveau national mais que leur exécution se fait au niveau local, il existe un risque d'alourdissement du fardeau administratif en cas de collaboration insuffisante entre les deux niveaux de gouvernement. 4. EROGACIÓN DIGITAL DE SERVICIOS PÚBLICOS * Tietyissä tapauksissa, joissa digitaalisten palvelujen oikeusperusta ja oikeudelliset puitteet annetaan kansallisella tasolla ja täytäntöönpano paikallistasolla, on olemassa riski hallinnollisen taakan lisääntymisestä, jos näiden kahden hallintotason välinen yhteistyö on riittämätöntä. * Dass Verwaltungsdienste, insbesondere auf Wunsch des Nutzers, so weit wie möglich und zweckmäßig vollständig online genutzt werden können, einschließlich der Bereitstellung von Nachweisen, um ein Recht zu erlangen oder Verpflichtungen zu erfüllen; 3.1 Adoption * Does the local authority have simple language standards? * When public services are fully rendered online, transparency of the underlying process needs to be guaranteed and human intervention and control still made possible. 4. EROGAZIONE DIGITALE DI SERVIZI PUBBLICI * Dat publieke diensten zo veel mogelijk en wanneer passend, vooral wanneer de gebruiker er om vraagt, volledig online kunnen gebeuren, met inbegrip van de aanleveren van bewijsmateriaal dat gevraagd wordt om een recht te verkrijgen of aan een plicht te voldoen. 4. La prestation numérique des services publics 4.1 PRINCIPIO SEGÚN LA DECLARACIÓN DE TALLINN 4. JULKISTEN PALVELUIDEN DIGITAALINEN TARJONTA * Dass der Status der Diensterbringung ggf. online geprüft werden kann; *	The share of transactions executed online out of total transactions (online and offline) executed * Does the local authority habitually carry out usability assessment of its online services, using standard tools such as System Usability Scale (SUS)? 4.3 CHALLENGES 4.1 PRINCIPIO NELLA DICHIARAZIONE DI TALLINN * Dat de status van de dienstverlening online kan worden nagegaan, daar waar dat relevant is. 4.1 Le principe, tel qu’il est énoncé dans la Déclaration de Tallinn * Que los servicios públicos puedan, en la medida de lo posible y apropiado, especialmente a solicitud del usuario, ser manejados en su totalidad en línea, incluida la provisión de cualquier prueba necesaria para obtener un derecho o cumplir con las obligaciones. 4.1 TALLINNAN JULKILAUSUMAN MUKAINEN PERIAATE 4.2 ZUSÄTZLICHE EMPFEHLUNGEN DER KOMMUNEN *	The share of citizens possessing an eID that have made use of it at least once * Does the local authority habitually provide to users clear expectations of maximum time for service delivery? Local authorities recognise that it is empowering citizens to make it possible to fully handle public services online and to enable the user to check the status of service delivery online.
The implementation of this principle at the local level is challenging, because: * Che i servizi pubblici possano, per quanto possibile e appropriato, soprattutto su richiesta dell'utente, essere completamente gestiti online, inclusa la fornitura di qualsiasi prova necessaria per ottenere un diritto o adempiere agli obblighi. 4.2 BIJKOMENDE AANBEVELINGEN VAN LOKALE BESTUREN * Que les services publics puissent, dans la mesure du possible et s'il y a lieu, notamment à la demande de l'usager, être entièrement traités en ligne, y compris pour fournir les justificatifs requis pour accéder à des droits ou remplir des obligations. * Que se pueda verificar el estado de la prestación del servicio en línea donde sea relevante. * Julkiset palvelut voidaan mahdollisuuksien mukaan ja tarvittaessa, erityisesti käyttäjän pyynnöstä, hoitaa kokonaisuudessaan verkossa, mukaan lukien oikeuksien saamiseksi tai velvollisuuksien täyttämiseksi tarvittavien todisteiden toimittaminen. * Wenn öffentliche Dienstleistungen vollständig online erbracht werden, muss die Transparenz des zugrunde liegenden Prozesses gewährleistet und menschliches Eingreifen und Kontrolle weiterhin möglich sein. *	The share of population by specific segments * Does the local authority have consistent design across all online services and websites? * it asks for local administration staff to be fully skilled to use the digital tools for online service provision. It is not always possible for older or untrained staff to develop the necessary skills; * Che lo stato dell'erogazione del servizio possa essere verificato online, se pertinente. * Wanneer overheidsdiensten volledig online worden verleend is een garantie op transparantie van het onderliggende proces noodzakelijk en moet menselijke interventie en controle steeds mogelijk zijn. * Que le statut de la demande liée à un service puisse être vérifié en ligne, le cas échéant. 4.2 RECOMENDACIONES ADICIONALES DE LAS AUTORIDADES LOCALES * Palvelujen toimittamisen tila voidaan tarvittaessa tarkistaa verkossa. 4.3 HERAUSFORDERUNGEN *	Does the local authority publish adoption data in real time? * Any additional indicators (and sources)? * it takes time, effort, and budget to replace legacy systems that are in place with front- and back-office applications that are compatible enough to make this possible for every relevant public service. 4.2 RACCOMANDAZIONI AGGIUNTIVE DELLE AUTORITÀ LOCALI 4.3 UITDAGINGEN 4.2 Les recommandations supplémentaires provenant des autorités locales * Cuando los servicios públicos se prestan completamente en línea, la transparencia del proceso subyacente debe garantizarse y la intervención y el control humanos aún sean posibles. 4.2 PAIKALLISVIRANOMAISTEN ANTAMAT LISÄSUOSITUKSET Die lokalen Behörden haben erkannt, dass es die Befähigung der Bürger ist, öffentliche Dienstleistungen vollständig online abzuwickeln und dem Nutzer die Möglichkeit zu geben, den Status der Dienstleistungserbringung online zu überprüfen. *	The three most popular services and their adoption rates 2.4 Security and privacy 5. CITIZEN ENGAGEMENT
5.1 PRINCIPLE AS IN TALLINN DECLARATION * Quando i servizi pubblici sono completamente resi online, è necessario garantire la trasparenza del processo sottostante e rendere ancora possibile l'intervento e il controllo umano. Lokale overheden erkennen dat het mogelijk maken om publieke diensten volledig online af te handelen en de gebruiker toe te laten om de status van de dienstverlening online na te gaan, empowering werkt voor burgers. * Lorsque les services publics sont entièrement assurés en ligne, la transparence du processus sous-jacent doit être garantie et l'intervention et le contrôle humains doivent rester possibles. 4.3 DESAFÍOS * Kun julkiset palvelut tarjotaan kokonaan verkossa, on taattava taustalla olevan prosessin avoimuus ja mahdollistettava ihmisten väliintulo ja valvonta. Die Umsetzung dieses Prinzips auf lokaler Ebene ist eine Herausforderung, weil: *	The share of online transactions completed out of the total transactions attempted (the completion rate) * Are the users able to use eID, recognised under the eIDAS regulation, as a means of authentication for online services requiring authentication? * That digital means are used to empower citizens and businesses to voice the views, allowing policy makers to collect new ideas, involve citizens more in the creation of public services and provide better digital public services. 4.3 SFIDE De implementatie van dit principe is uitdagend op lokaal niveau, omdat: 4.3 Les défis Las autoridades locales reconocen que está empoderando a los ciudadanos para que hagan posible manejar completamente los servicios públicos en línea y permitir al usuario verificar el estado de la prestación del servicio en línea. La implementación de este principio a nivel local es un desafío, porque: 4.3 HAASTEET * es erfordert, dass die Mitarbeiter der lokalen Verwaltung umfassend geschult sind, um die digitalen Werkzeuge für die Online-Dienstleistungserbringung zu nutzen. Es ist nicht immer möglich, dass ältere oder ungeschulte Mitarbeiter die notwendigen Fähigkeiten entwickeln; *	Any additional indicators (and sources)? * Has the local authority put in place measures to ensure citizens' control over the data held about them (like who has access to the data and for what reason, correction of data, etc)? 5.2 ADDITIONAL RECOMMENDATIONS FROM LOCAL AUTHORITIES * Le autorità locali riconoscono che consente ai cittadini di rendere possibile la gestione completa dei servizi pubblici online e di consentire all'utente di controllare lo stato dell'erogazione dei servizi online. L'implementazione di questo principio a livello locale è impegnativa, perché: * Het vereist dat lokale overheidsmedewerkers de nodige skills hebben om de met digitale instrumenten voor online dienstverlening om te gaan. Het is niet altijd mogelijk voor oudere of minder geschoolde medewerkers om deze vaardigheden te ontwikkelen. Les autorités locales reconnaissent que c'est responsabiliser les citoyens que de rendre possible la prise en charge complète des services publics en ligne et de permettre à l'utilisateur de vérifier le statut de la demande liée à un service en ligne. * pide que el personal de la administración local esté completamente capacitado para utilizar las herramientas digitales para la prestación de servicios en línea. No siempre es posible que el personal mayor o no capacitado desarrolle las habilidades necesarias; Paikallisviranomaiset tunnustavat, että kansalaisten voimaannuttaminen edellyttää, että julkisten palvelujen käsittely verkossa on mahdollista ja että käyttäjä voi tarkistaa palvelujen toimituksen tilan verkossa. * es Zeit, Aufwand und Budget erfordert, vorhandene Altsysteme durch Front- und Back-Office-Anwendungen zu ersetzen, die so kompatibel sind, dass dies für jeden relevanten öffentlichen Dienst möglich ist. 3.2 Reduction of administrative burden * Has the local authority put in place risk mitigation and risk management processes, as well as governance processes in case of misuse or attacks on digital customer services? * That the input from data that is already gathered from citizens, businesses and other users by administrations is first analysed, before starting to collect new ideas, or starting digital public service (co-)creating or (co-)design processes * richiede che il personale dell'amministrazione locale sia pienamente qualificato per utilizzare gli strumenti digitali per la fornitura di servizi in linea. Non è sempre possibile per il personale più anziano o inesperto sviluppare le competenze necessarie; * Het vereist tijd, inspanningen en budget om bestaande legacy-systemen te vervangen door front- en back-office toepassingen die voldoende compatibel zijn met elkaar om dit mogelijk te maken voor elke relevante publieke dienst. La mise en œuvre de ce principe au niveau local est un défi, car: * se necesita tiempo, esfuerzo y presupuesto para reemplazar los sistemas heredados que están en su lugar con aplicaciones de front-office y back-office que sean lo suficientemente compatibles para hacer esto posible para todos los servicios públicos relevantes. Tämän periaatteen toteuttaminen paikallistasolla on haastavaa, koska: 5. BÜRGERBETEILIGUNG  *	Does the local authority provide pre-filled forms? * Any additional indicators (and sources)? 5.3 CHALLENGES * ci vuole tempo, impegno e budget per sostituire i sistemi legacy esistenti con applicazioni di front-office e back-office sufficientemente compatibili da renderlo possibile per ogni servizio pubblico pertinente. 5. BURGERPARTICIPATIE * Elle demande au personnel de l'administration locale d'être pleinement qualifié pour utiliser les outils numériques pour offrir lesdits services en ligne. Or, il n'est pas toujours possible pour les membres les plus âgés du personnel, ou ceux qui n’ont pas reçu de formation, de développer les compétences nécessaires. 5. COMPROMISO CIUDADANO * Siinä pyydetään, että paikallishallinnon henkilöstöllä on täysi ammattitaito käyttää digitaalisia välineitä verkkopalvelujen tarjoamiseksi. Vanhemman tai kouluttamattoman henkilöstön ei aina ole mahdollista kehittää tarvittavia taitoja. 5.1 PRINZIP WIE IN DER TALLINN-ERKLÄRUNG *	Does the local authority offer at least one proactive service? 2.5 Redress mechanisms Local authorities question the fact that citizen engagement is a design principle. Engaging citizens can also be a choice. 5. COINVOLGIMENTO DEI CITTADINI 5.1 PRINCIPE ZOALS IN DE TALLINN DECLARATION * Il faut du temps, des ressources et du budget pour remplacer les anciens systèmes en place par des applications de front et de back-office suffisamment compatibles pour que cela soit possible pour chaque service public concerné. 5.1 PRINCIPIO EN LA DECLARACIÓN DE TALLINN * Vaatii aikaa, vaivaa ja budjettia korvata käytössä olevat vanhat järjestelmät front- ja back-office-sovelluksilla, jotka ovat riittävän yhteensopivia, jotta tämä on mahdollista kaikissa asianomaisissa julkisissa palveluissa. * Dass Bürger und Unternehmen mithilfe digitaler Mittel ihre Meinung äußern können, damit politische Entscheidungsträger neue Ideen sammeln, Bürger stärker in die Schaffung von Verwaltungsdiensten einbinden und bessere digitale Verwaltungsdienste anbieten können; *	The average time saved by citizens when using an online service compared to the offline one * Does the local authority provide online redress mechanisms for both citizens and businesses? Local authorities recognise that it is important to involve all users in the creation of public services and they point out that, even though it is time consuming, including their insights already in the early stage of the development of digital services is worthwhile. 5.1 PRINCIPIO NELLA DICHIARAZIONE DI TALLINN * Dat digitale middelen worden gebruikt om burgers en ondernemingen te empoweren om hun mening te geven, en zo beleidsmakers toe te laten nieuwe ideeën te verzamelen, burgers meer te betrekken in de creatie van publieke diensten en betere digitale publieke diensten te leveren. 5. Participation citoyenne * Que los medios digitales se utilizan para empoderar a los ciudadanos y las empresas para expresar sus opiniones, permitiendo a los responsables políticos recopilar nuevas ideas, involucrar más a los ciudadanos en la creación de servicios públicos y proporcionar mejores servicios públicos digitales. 5. KANSALAISTEN OSALLISTUMINEN 5.2 ZUSÄTZLICHE EMPFEHLUNGEN VON KOMMUNALEN VERWALTUNGEN *	The estimated amount of annual financial savings for the public administration * Any additional indicators (and sources)? However, cities also point out that: * Che i mezzi digitali siano utilizzati per consentire ai cittadini e alle imprese di dare voce alle opinioni, consentendo ai responsabili politici di raccogliere nuove idee, coinvolgere maggiormente i cittadini nella creazione di servizi pubblici e fornire servizi pubblici digitali migliori. 5.2 BIJKOMENDE AANBEVELINGEN VAN LOKALE BESTUREN 5.1 Le principe, tel qu’il est énoncé dans la Déclaration de Tallinn 5.2 RECOMENDACIONES ADICIONALES DE LAS AUTORIDADES LOCALES 5.1 TALLINNAN JULKILAUSUMAN MUKAINEN PERIAATE * Dass der Input von Daten, die bereits von Bürgern, Unternehmen und anderen Nutzern durch die Verwaltungen gesammelt werden, zunächst analysiert wird, bevor mit dem Sammeln neuer Ideen oder dem Starten von Prozessen zur (Mit-)Gestaltung digitaler öffentlicher Dienstleistungen begonnen wird. *	Any additional indicators (and sources)? 3. OUTCOME * before starting to collect new ideas, service co-creating or (co-)design processes (local) governments should analyse the input from data that is already gathered from users (e.g. from CRM sources) 5.2 RACCOMANDAZIONI AGGIUNTIVE DELLE AUTORITÀ LOCALI * Dat de input van data van burgers, ondernemingen en andere gebruikers, die al is verzameld door overheidsdiensten eerst wordt geanalyseerd vooraleer nieuwe ideeën te verzamelen of de (co-)creatie en (co-)design van digitale publieke diensten of processen op te starten. * Que des moyens numériques soient utilisés pour permettre aux citoyens et aux entreprises de s'exprimer, ce qui permettrait aux décideurs politiques de recueillir de nouvelles idées, d'impliquer davantage les citoyens dans la création de services publics et de fournir de meilleurs services publics numériques. * Que se analice primero el input de los datos que ya son recolectados de ciudadanos, empresas y otros usuarios por las administraciones, antes de comenzar a recolectar nuevas ideas, o poner en marcha el servicio público digital (co-) procesos de creación o (co) diseño. * Digitaalisia välineitä käytetään kansalaisten ja yritysten näkemysten ilmaisemiseen, jotta poliittiset päättäjät voivat kerätä uusia ideoita, ottaa kansalaiset enemmän mukaan julkisten palvelujen luomiseen ja tarjota parempia digitaalisia julkisia palveluja. 5.3 HERAUSFORDERUNGEN 3.3 Satisfaction 3.1 Adoption * a multidisciplinary approach is needed to effectively co-create digital public services. Teams of people with skills in IT, citizen engagement and participation, design… need to collaborate * Che l'input dai dati che sono già raccolti da cittadini, imprese e altri utenti dalle amministrazioni venga prima analizzato, prima di iniziare a raccogliere nuove idee, o avviare processi di (co) creazione o (co) progettazione di servizi pubblici digitali. 5.3 UITDAGINGEN 5.2 Les recommandations supplémentaires provenant des autorités locales 5.3 DESAFÍOS 5.2 PAIKALLISVIRANOMAISTEN ANTAMAT LISÄSUOSITUKSET Kommunen stellen die Tatsache in Frage, dass Bürgerengagement ein Gestaltungsprinzip ist. Die Einbindung von Bürgern kann auch eine Entscheidung sein. *	Does the local authority measure the citizens’ level of satisfaction with regards to the services’ provision? * Considering only services that are available online, are the majority of transactions carried out online? * local authorities feel a need to share information about tools, practices, methods, and applications to involve citizens and other users in the creation of digital public services. 5.3 SFIDE Lokale overheden stellen het beschouwen van burgerparticipatie als design principe in vraag. Het betrekken van burgers kan ook een keuze zijn. 
Lokale overheden erkennen dat het belangrijk is om alle gebruikers te betrekken in het creëren van publieke diensten en ze wijzen erop dat, zelfs wanneer het tijdsintensief is, het de moeite waard is om de inzichten van de gebruikers zo vroeg mogelijk in het proces van de ontwikkeling van digitale diensten te integreren. * Que les données déjà recueillies par les administrations auprès des citoyens, des entreprises et d'autres utilisateurs soient d'abord analysées avant de commencer à recueillir de nouvelles idées ou de lancer des processus de (co)création ou de (co)conception de services publics numériques. Las autoridades locales cuestionan el hecho de que la participación ciudadana sea un principio de diseño. Involucrar a los ciudadanos también puede ser una opción. * Analysoidaan ensin kansalaisilta, yrityksiltä ja muilta käyttäjiltä jo valmiiksi kerätyt tiedot, ennen kuin ryhdytään keräämään uusia ideoita tai käynnistetään digitaalisten julkisten palvelujen (yhteis-) luomis- tai (yhteis-) suunnitteluprosessit. Kommunen erkennen an, dass es wichtig ist, alle Nutzer in die Erstellung öffentlicher Dienste einzubeziehen, und sie weisen darauf hin, dass es sich lohnt, ihre Erkenntnisse bereits in der frühen Phase der Entwicklung digitaler Dienste einzubeziehen, auch wenn dies zeitaufwendig ist. *	The share of satisfied users * Does the local authority publish data on usage of online services (such as number of transactions) on a regular basis? 6. INCENTIVES FOR DIGITAL SERVICE USE
6.1 PRINCIPLE AS IN TALLINN DECLARATION * Le autorità locali mettono in dubbio il fatto che l'impegno dei cittadini sia un principio progettuale. Coinvolgere i cittadini può anche essere una scelta. Lokale overheden wijzen er echter ook op dat: 5.3 Les défis Las autoridades locales reconocen que es importante involucrar a todos los usuarios en la creación de servicios públicos y señalan que, aunque lleva mucho tiempo, incluir sus conocimientos que ya se encuentran en la etapa inicial del desarrollo de servicios digitales vale la pena. 5.3 HAASTEET Die Städte weisen jedoch auch darauf hin, dass: *	Any additional indicators (and sources)? * Any additional indicators (and sources)? * The barriers to use digital public services should be effectively removed, including by extending and promoting the benefits of, for example, higher confidence, speed, effectivity and reduced costs to individuals who are able to use them * Le autorità locali riconoscono che è importante coinvolgere tutti gli utenti nella creazione di servizi pubblici e sottolineano che, anche se richiede tempo, vale la pena includere le loro intuizioni già nella fase iniziale dello sviluppo dei servizi digitali. * Vooraleer nieuwe ideeën te verzamelen of diensten te co-creëren en processen te (co-) designen, zouden (lokale) verheden eerst de input van data van gebruikers die al is verzameld (bv uit CRM-toepassingen) moeten analyseren. Les autorités locales remettent en question le fait que l'engagement des citoyens soit un principe de conception. Cela peut aussi être un choix. Sin embargo, las ciudades también señalan que: Paikallisviranomaiset kyseenalaistavat sen, että kansalaisten osallistuminen on suunnitteluperiaate. Kansalaisten osallistaminen voi olla myös valinta. * Bevor sie mit der Sammlung neuer Ideen, der Mitgestaltung von Diensten oder (Co-)Design-Prozessen beginnen, sollten (Kommunal-)Regierungen den Input von Daten analysieren, die bereits von Nutzern gesammelt werden (z.B. aus CRM-Quellen), 3.4 Impact 3.2 Reduction of burden 6.2 ADDITIONAL RECOMMENDATIONS FROM LOCAL AUTHORITIES * Tuttavia, le città sottolineano anche che: * Een multidisciplinaire aanpak noodzakelijk is om effectief digitale publieke diensten te co-creëren. Dat betekent dat teams met vaardigheden in IT, burgerparticipatie en burgerbetrokkenheid, design, … moeten samenwerken. Les autorités locales reconnaissent qu'il est important d'impliquer tous les utilisateurs dans la création de services publics, et elles soulignent que, même si cela prend du temps, inclure leurs points de vue dès les premières étapes du développement des services numériques en vaut la peine. * antes de comenzar a recopilar nuevas ideas, los procesos de co-creación o (co) diseño de servicios (locales) deben analizar la entrada de datos que ya se recopilan de los usuarios (por ejemplo, de fuentes de CRM). Paikallisviranomaiset myöntävät, että on tärkeää ottaa kaikki käyttäjät mukaan julkisten palvelujen luomiseen, ja ne korostavat, että vaikka se on aikaa vievää, heidän näkemystensä huomioon ottaminen jo digitaalisten palvelujen kehittämisen alkuvaiheessa on kannattavaa. 
Kaupungit huomauttavat kuitenkin myös, että: * Ein multidisziplinärer Ansatz ist notwendig, um digitale öffentliche Dienstleistungen effektiv mitzugestalten. Teams aus Menschen mit Fähigkeiten in den Bereichen IT, Bürgerbeteiligung und -engagement, Design... müssen zusammenarbeiten *	Annual estimate of the volume of CO2 saved by the citizens when using an online service compared to the offline one * Does the authority measure the average time saved by citizens when using an online service compared to the offline one? * That investments are made in onboarding of citizens, businesses and other users of digital public services, by providing them with training in digital skills and better internet access, thus bridging the digital divide. * prima di iniziare a raccogliere nuove idee, i processi di co-creazione di servizi o (co-) progettazione (locali) dovrebbero analizzare l'input dai dati che sono già raccolti dagli utenti (ad esempio da fonti CRM), * Lokale overheden er nood aan hebben om informatie te delen over instrumenten, praktijken, methodes en toepassingen om burgers en andere gebruikers te betrekken bij het creëren van digitale publieke diensten. Cependant, les villes soulignent également que : * Se necesita un enfoque multidisciplinario para co-crear de manera efectiva servicios públicos digitales. Equipos de personas con habilidades en TI, compromiso y participación ciudadana, diseño ... necesitan colaborar. * Ennen uusien ideoiden keräämisen, palvelujen yhteiskehittämisen tai (yhteis-) suunnitteluprosessien aloittamista (paikallishallintojen) olisi analysoitava käyttäjiltä jo kerättyjen tietojen (esim. CRM-lähteistä) antamat tiedot. * Die lokalen Behörden haben das Bedürfnis, Informationen über Werkzeuge, Praktiken, Methoden und Anwendungen auszutauschen, um Bürger und andere Nutzer in die Erstellung digitaler öffentlicher Dienstleistungen einzubeziehen. *	Any additional indicators (and sources)? * If yes, provide the evidence, including the results 6.3 CHALLENGES * è necessario un approccio multidisciplinare per co-creare efficacemente servizi pubblici digitali. Team di persone con competenze in ambito IT, coinvolgimento e partecipazione dei cittadini, progettazione ... devono collaborare 6. INCENTIVES VOOR HET GEBRUIK VAN DIGITALE DIENSTEN * Avant de commencer à recueillir de nouvelles idées, à co-créer des services ou à (co-) concevoir des processus, les gouvernements (locaux) devraient analyser les données déjà recueillies auprès des utilisateurs (par exemple, à partir de sources de CRM). * las autoridades locales sienten la necesidad de compartir información sobre herramientas, prácticas, métodos y aplicaciones para involucrar a los ciudadanos y otros usuarios en la creación de servicios públicos digitales. * Digitaalisten julkisten palvelujen tehokas yhteiskehittäminen edellyttää monialaista lähestymistapaa. Tietotekniikan, kansalaisten sitoutumisen ja osallistumisen, suunnittelun jne. osaajista koostuvien ryhmien on tehtävä yhteistyötä. 6. ANREIZE FÜR DIE NUTZUNG ELEKTRONISCHER DIENSTE * Does the authority measure the amount of annual financial savings for the public administration? To local authorities the most important barriers for citizens and other users to use digital public services are the lack of skills to use digital tools and access to the internet. Bridging the digital gap as much as possible and working on improved accessibility of digital services will have a more positive impact than the mentioned incentives for digital service use. * le autorità locali sentono il bisogno di condividere informazioni su strumenti, pratiche, metodi e applicazioni per coinvolgere i cittadini e altri utenti nella creazione di servizi pubblici digitali. 6.1 PRINCIPE ZOALS IN DE TALLINN DECLARATION * Une approche multidisciplinaire est nécessaire pour co-créer efficacement des services publics numériques. Des équipes de personnes compétentes en informatique, en engagement et participation citoyenne, en conception... doivent collaborer. 6. INCENTIVOS PARA EL USO DE SERVICIOS DIGITALES * Paikallisviranomaiset tuntevat tarvetta jakaa tietoa välineistä, käytännöistä, menetelmistä ja sovelluksista, joiden avulla kansalaiset ja muut käyttäjät voivat osallistua digitaalisten julkisten palvelujen luomiseen. 6.1 PRINZIP WIE IN DER TALLINN-ERKLÄRUNG * If yes, provide the evidence, including the results 7. PROTECTION OF PERSONAL DATA AND PRIVACY
7.1 PRINCIPLE AS IN TALLINN DECLARATION 6. INCENTIVI PER L'USO DEL SERVIZIO DIGITALE * De barrières die verhinderen dat digitale publieke diensten worden gebruikt moeten effectief weggehaald moeten worden, onder meer ook door het verlenen en het promoten van de voordelen, zoals bv een groter vertrouwen, snelheid, effectiviteit en een verminderde kost voor de individuen die ze kunnen gebruiken. * Les collectivités locales ressentent le besoin de partager des informations sur les outils, les pratiques, les méthodes et les applications permettant d'impliquer les citoyens et autres usagers dans la création de services publics numériques. 6.1 PRINCIPIO EN LA DECLARACIÓN DE TALLINN 6. KANNUSTIMET DIGITAALISTEN PALVELUIDEN KÄYTTÖÖN * Dass die Hindernisse für die Nutzung elektronischer Verwaltungsdienste wirksam abgebaut werden, unter anderem durch Steigerung und Hervorhebung der Vorteile, wie z. B. mehr Vertrauen, Geschwindigkeit und Wirksamkeit sowie geringere Kosten für Personen, die diese Dienste nutzen können; * Any additional indicators (and sources)? * That the handling of personal data respects the general data protection regulation and privacy requirements at the EU and national levels, when applicable informing citizens about the use and storage of their personal data and allowing citizens to access and ask for the correction and deletion of personal data, where appropriate 6.1 PRINCIPIO NELLA DICHIARAZIONE DI TALLINN 6.2 BIJKOMENDE AANBEVELINGEN VAN LOKALE BESTUREN 6. Incitations à l’utilisation des services numériques * Las barreras para el uso de servicios públicos digitales deben eliminarse de manera efectiva, incluso extendiendo y promoviendo los beneficios de, por ejemplo, una mayor confianza, velocidad, efectividad y reducción de costos para las personas que pueden utilizarlos. 6.1 TALLINNAN JULKILAUSUMAN MUKAINEN PERIAATE 6.2 ZUSÄTZLICHE EMPFEHLUNGEN DER LOKALEN BEHÖRDEN 3.3 Satisfaction 7.2 ADDITIONAL RECOMMENDATIONS FROM LOCAL AUTHORITIES * Gli ostacoli all'uso dei servizi pubblici digitali dovrebbero essere efficacemente rimossi, anche estendendo e promuovendo i vantaggi, ad esempio, di una maggiore fiducia, velocità, efficacia e riduzione dei costi per le persone che sono in grado di utilizzarli. * Dat investeringen worden gedaan in het aan boord krijgen van burgers, ondernemingen en andere gebruikers van digitale publieke diensten, door hen opleidingen en training te geven in digitale vaardigheden en te zorgen voor betere internettoegang, en zo de digitale kloof te overbruggen. 1.1 Le principe, tel qu’il est énoncé dans la Déclaration de Tallinn 6.2 RECOMENDACIONES ADICIONALES DE LAS AUTORIDADES LOCALES * Digitaalisten julkisten palvelujen käytön esteet olisi poistettava tehokkaasti, muun muassa laajentamalla ja edistämällä hyötyjä, joita ovat esimerkiksi suurempi luottamus, nopeus, tehokkuus ja alhaisemmat kustannukset henkilöille, jotka pystyvät käyttämään niitä. * Dass Investitionen in die Einbindung von Bürgern, Unternehmen und anderen Nutzern digitaler öffentlicher Dienste getätigt werden, indem ihnen Schulungen in digitalen Fähigkeiten und ein besserer Internetzugang angeboten werden, um so die digitale Kluft zu überbrücken. * Does the local authority measure the citizens’ level of satisfaction with regards to the services’ provision? * When designing public services, more attention is given to the principle that personal data is only collected when it is absolutely necessary 6.2 RACCOMANDAZIONI AGGIUNTIVE DALLE AUTORITÀ LOCALI 6.3 UITDAGINGEN * Il convient de supprimer efficacement les obstacles à l'utilisation des services publics numériques, notamment en étendant et en promouvant les avantages que représentent, par exemple, une confiance accrue, la rapidité, l'efficacité et la réduction des coûts pour les personnes qui sont en mesure de les utiliser. * Que se invierta en la incorporación de ciudadanos, empresas y otros usuarios de los servicios públicos digitales, ofreciéndoles formación en habilidades digitales y un mejor acceso a Internet, superando así la brecha digital. 6.2 PAIKALLISVIRANOMAISTEN ANTAMAT LISÄSUOSITUKSET 6.3 HERAUSFORDERUNGEN * If yes, does it use standard methods such as NPS? 7.3 CHALLENGES * Che si investa nell'onboarding di cittadini, imprese e altri utenti dei servizi pubblici digitali, fornendo loro formazione sulle competenze digitali e un migliore accesso a Internet, colmando così il divario digitale. De belangrijkste barrières voor burgers en andere gebruikers om digitale publieke diensten te gebruiken zijn, volgens lokale overheden, het ontbreken van de nodige vaardigheden om de digitale instrumenten te gebruiken en toegang tot het internet. Het zo veel mogelijk overbruggen van de digitale kloof en het werken aan een verbeterde toegankelijkheid van digitale diensten zal een meer positieve impact hebben dan de in dit principe vermelde voordelen voor het gebruik van digitale diensten. 6.2 Les recommandations supplémentaires provenant des autorités locales 6.3 DESAFÍOS * Panostetaan kansalaisten, yritysten ja muiden digitaalisten julkisten palvelujen käyttäjien perehdyttämiseen tarjoamalla heille koulutusta digitaalisista taidoista ja parempia Internet-yhteyksiä, mikä kaventaa digitaalista kuilua. Für die lokalen Behörden sind die wichtigsten Barrieren für Bürger und andere Nutzer digitaler öffentlicher Dienste die fehlenden Fähigkeiten zur Nutzung digitaler Werkzeuge und der Zugang zum Internet. Die digitale Kluft so weit wie möglich zu überbrücken und an einer verbesserten Zugänglichkeit digitaler Dienste zu arbeiten, wird sich positiver auswirken als die genannten Anreize zur Nutzung digitaler Dienste. * What is the average share of satisfied users in the last two years? Local authorities recognise the importance of this principle but feel that there is a difference in both the interpretation and the application of the GDPR between European member states (experiences from projects such as the Citizen Card). These differences should be analysed in order to map the effects on the digital public services that are provided. 6.3 SFIDE 7. BESCHERMING VAN PERSOONSGEGEVENS EN PRIVACY * Que des investissements soient réalisés pour accompagner les citoyens, les entreprises et les autres utilisateurs dans l’utilisation des services publics numériques, en leur offrant une formation en compétences numériques et un meilleur accès à internet, et ainsi réduire la fracture numérique. * Para las autoridades locales, las barreras más importantes para que los ciudadanos y otros usuarios utilicen los servicios públicos digitales son la falta de habilidades para utilizar herramientas digitales y acceso a Internet. 6.3 HAASTEET 7. SCHUTZ PERSONENBEZOGENER DATEN UND DER PRIVATSPHÄRE * Any additional indicators (and sources)? They also feel that, the more complex the service is and the more different interactions it requires, the more difficult it is to design the services and ensure compliance with the GDPR. * Per le autorità locali le barriere più importanti per i cittadini e gli altri utenti nell'utilizzo dei servizi pubblici digitali sono la mancanza di competenze per utilizzare gli strumenti digitali e l'accesso a Internet. Colmare il più possibile il divario digitale e lavorare su una migliore accessibilità dei servizi digitali avrà un impatto più positivo rispetto ai citati incentivi per l'uso dei servizi digitali. 7.1 PRINCIPE ZOALS IN DE TALLINN DECLARATION 6.3 Les défis * Cerrar la brecha digital en la medida de lo posible y trabajar para mejorar la accesibilidad de los servicios digitales tendrá un impacto más positivo que los incentivos mencionados para el uso de servicios digitales. Paikallisviranomaisten mielestä kansalaisten ja muiden käyttäjien merkittävimmät esteet digitaalisten julkisten palvelujen käytölle ovat digitaalisten välineiden käyttötaitojen ja Internetin käyttömahdollisuuksien puute. Digitaalisen kuilun kurominen umpeen mahdollisimman laajasti ja digitaalisten palvelujen saatavuuden parantaminen vaikuttavat myönteisemmin kuin mainitut kannustimet digitaalisten palvelujen käyttöön. 7.1 PRINZIP WIE IN DER TALLINN-ERKLÄRUNG 3.4 Environmental impact 8. REDRESS AND COMPLAINTS MECHANISMS
8.1 PRINCIPLE AS IN TALLINN DECLARATION 7. PROTEZIONE DEI DATI PERSONALI E PRIVACY * Dat het verwerken van persoonsgegevens de algemene verordening gegevensbescherming en de privacy vereisten van zowel het EU-niveau als het nationale niveau respecteert, en dat, wanneer toepasselijk, burgers geïnformeerd worden over het gebruik en het bijhouden van hun persoonsgegevens, en dat burgers toegang wordt gegeven tot hun persoonsgegevens en dat ze kunnen vragen om hun gegevens te corrigeren en te wissen. * Pour les autorités locales, les principaux obstacles à l'utilisation des services publics numériques par les citoyens et autres usagers sont le manque de compétences numériques et l'accès à internet. Combler autant que possible la fracture numérique et œuvrer à une meilleure accessibilité des services numériques aura un impact plus positif que les incitations mentionnées ci-dessus. 7. PROTECCIÓN DE DATOS PERSONALES Y PRIVACIDAD 7. HENKILÖTIETOJEN JA YKSITYISYYDEN SUOJA * Dass die Verarbeitung personenbezogener Daten im Einklang mit der Datenschutz- Grundverordnung und den Anforderungen an den Schutz der Privatsphäre in der EU und den Mitgliedstaaten erfolgt, und dass die Bürger, wenn es angezeigt ist, über die Verwendung und Speicherung ihrer personenbezogenen Daten informiert werden, gegebenenfalls Zugang zu ihnen erhalten und ihre Korrektur und Löschung verlangen können. * Does the authority measure the volume of CO2 saved by the citizens when using an online service compared to the offline one? * That redress mechanisms are available online and that citizens and business have access to complaint procedures online, while also in other available channel(s) of their choice 7.1 PRINCIPIO NELLA DICHIARAZIONE DI TALLINN 7.2 BIJKOMENDE AANBEVELINGEN VAN LOKALE BESTUREN 7. Protection des données et vie privée 7.1 PRINCIPIO EN LA DECLARACIÓN DE TALLINN 7.1 TALLINNAN JULKILAUSUMAN MUKAINEN PERIAATE 7.2 ZUSÄTZLICHE EMPFEHLUNGEN DER KOMMUNEN * If yes, provide the evidence, including the results 8.2 ADDITIONAL RECOMMENDATIONS FROM LOCAL AUTHORITIES * Che il trattamento dei dati personali rispetta il regolamento generale sulla protezione dei dati e i requisiti di privacy a livello dell'UE e nazionale, quando applicabile, informando i cittadini sull'uso e la conservazione dei loro dati personali e consentendo ai cittadini di accedere e chiedere la correzione e la cancellazione dei dati personali , se del caso. * Dat, bij het ontwerpen van publieke diensten, meer aandacht wordt besteed aan het principe dat persoonsgegevens enkel worden verzameld wanneer het absoluut noodzakelijk is. 7.1 Le principe, tel qu’il est énoncé dans la Déclaration de Tallinn * Que el manejo de los datos personales respetan la normativa general de protección de datos y los requisitos de privacidad a nivel nacional y de la UE, cuando corresponda, informar a los ciudadanos sobre el uso y almacenamiento de sus datos personales y permitir que los ciudadanos accedan y soliciten la corrección y eliminación de los datos personales, cuando corresponda. * Henkilötietojen käsittelyssä noudatetaan yleistä tietosuoja-asetusta ja yksityisyyden suojaa koskevia vaatimuksia EU:n ja kansallisella tasolla, tarvittaessa tiedotetaan kansalaisille heidän henkilötietojensa käytöstä ja säilyttämisestä ja annetaan kansalaisille mahdollisuus tutustua henkilötietoihin ja pyytää niiden oikaisemista ja poistamista tarvittaessa. * Bei der Gestaltung von öffentlichen Diensten wird stärker auf den Grundsatz geachtet, dass personenbezogene Daten nur dann erhoben werden, wenn sie unbedingt notwendig sind. * Any additional indicators (and sources)? * That users also have the option of providing online feedback on the quality, availability, accessibility, findability and usability of digital public services 7.2 RACCOMANDAZIONI AGGIUNTIVE DALLE AUTORITÀ LOCALI 7.3 UITDAGINGEN * Que le traitement des données à caractère personnel respecte le règlement général sur la protection des données et les exigences en matière de respect de la vie privée aux niveaux européen et national, le cas échéant en informant les citoyens de l'utilisation et du stockage de leurs données à caractère personnel et en permettant aux citoyens d'accéder à ces données et d'en demander la correction et la suppression, le cas échéant. 7.2 RECOMENDACIONES ADICIONALES DE LAS AUTORIDADES LOCALES 7.2 PAIKALLISVIRANOMAISTEN ANTAMAT LISÄSUOSITUKSET 7.3 HERAUSFORDERUNGEN 8.3 CHALLENGES * Quando si progettano servizi pubblici, viene prestata maggiore attenzione al principio secondo cui i dati personali vengono raccolti solo quando è assolutamente necessario. Lokale overheden erkennen het belang van dit principe, maar merken (onder meer vanuit ervaringen met projecten zoals de Citizen Card) dat er in de praktijk een onderscheid is op het vlak van zowel de interpretatie als de toepassing van de GDPR tussen de verschillende Europese lidstaten. Deze verschillen zouden moeten worden geanalyseerd om de effecten ervan op geleverde digitale publieke diensten in kaart te brengen. 7.2 Les recommandations supplémentaires provenant des autorités locales * Al diseñar los servicios públicos, que se preste más atención al principio de que los datos personales sólo se recopilan cuando es absolutamente necesario. * Julkisia palveluja suunniteltaessa kiinnitetään enemmän huomiota periaatteeseen, jonka mukaan henkilötietoja kerätään vain silloin, kun se on ehdottoman välttämätöntä. Lokale Behörden erkennen die Wichtigkeit dieses Prinzips an, sind aber der Meinung, dass es sowohl bei der Auslegung als auch bei der Anwendung der DSGVO Unterschiede zwischen den europäischen Mitgliedsstaaten gibt (Erfahrungen aus Projekten wie der Bürgerkarte). Diese Unterschiede sollten analysiert werden, um die Auswirkungen auf die bereitgestellten digitalen öffentlichen Dienste abzubilden. Local authorities feel that it is not only necessary to provide citizens, businesses and other users with the online possibility of filing complaints but also of providing feedback on the services and their experiences with interaction with their local governments. 7.3 SFIDE Ze geven ook aan dat, hoe complexer de dienst is en hoe meer verschillende interacties het vereist, hoe moeilijker het is om de diensten te ontwerpen en tegelijk te zorgen voor compliance met de GDPR. * Lors de la conception des services publics, on doit accorder plus d’attention au principe selon lequel les données personnelles ne sont collectées que lorsque c’est absolument nécessaire. 7.3 DESAFÍOS 7.3 HAASTEET Sie sind auch der Meinung, dass es umso schwieriger ist, die Dienste zu gestalten und die Einhaltung der DSGVO zu gewährleisten, je komplexer der Dienst ist und je mehr unterschiedliche Interaktionen er erfordert. * Le autorità locali riconoscono l'importanza di questo principio ma ritengono che ci sia una differenza sia nell'interpretazione che nell'applicazione del GDPR tra gli stati membri europei (esperienze da progetti come la Citizen Card). Queste differenze dovrebbero essere analizzate per mappare gli effetti sui servizi pubblici digitali forniti. 8. VERHAAL- EN KLACHTENMECHANISMES 7.3 Les défis * Las autoridades locales reconocen la importancia de este principio pero sienten que hay una diferencia tanto en la interpretación como en la la aplicación del RGPD entre estados miembros europeos (experiencias de proyectos como la Tarjeta Ciudadana). Estas diferencias deben analizarse para mapear los efectos en los servicios públicos digitales que se prestan. Paikallisviranomaiset tunnustavat tämän periaatteen merkityksen, mutta katsovat, että tietosuoja-asetuksen tulkinnassa ja soveltamisessa on eroja Euroopan jäsenvaltioiden välillä (kokemuksia kansalaiskortin kaltaisista hankkeista). Näitä eroja olisi analysoitava, jotta voidaan kartoittaa vaikutukset tarjottaviin digitaalisiin julkisiin palveluihin. 8. RECHTSSCHUTZ- UND BESCHWERDEVERFAHREN * Ritengono inoltre che, più complesso è il servizio e più diverse interazioni richiede, più difficile è progettare i servizi e garantire la conformità con il GDPR. 8.1 PRINCIPE ZOALS IN DE TALLINN DECLARATION * Les autorités locales reconnaissent l'importance de ce principe mais estiment qu'il y a une différence à la fois dans l'interprétation et l'application du RGPD entre les Etats membres européens (cf. retours d’expérience tel que le projet sur la Citizen Card). Ces différences devraient être analysées afin d'en déterminer les effets sur les services publics numériques fournis. * También sienten que, cuanto más complejo es el servicio y más interacciones diferentes requiere, más difícil es diseñar los servicios y garantizar el cumplimiento del RGPD. He ovat myös sitä mieltä, että mitä monimutkaisempi palvelu on ja mitä enemmän erilaisia vuorovaikutustapoja se edellyttää, sitä vaikeampaa on suunnitella palveluja ja varmistaa tietosuoja-asetuksen noudattaminen. 8.1 PRINZIP WIE IN DER TALLINN-ERKLÄRUNG 8. MECCANISMI DI RIPARAZIONE E RECLAMI * Dat verhaalmechanismes online beschikbaar zijn end at burgers en ondernemingen toegang hebben tot online klachtenprocedures naast andere kanalen waarvoor ze kiezen. Elles estiment également que plus le service est complexe et plus il nécessite d'interactions différentes, plus il est difficile de concevoir les services et de garantir la conformité avec le RGPD. 8. MECANISMOS DE RECLAMACIÓN Y QUEJAS 8. MUUTOKSENHAKU- JA VALITUSMEKANISMIT * Dass Rechtsschutzverfahren online verfügbar sind, und dass Bürger und Unternehmen sowohl im Internet als auch über andere verfügbare Kanäle ihrer Wahl Zugang zu Beschwerdeverfahren haben. 8.1 PRINCIPIO NELLA DICHIARAZIONE DI TALLINN 8.2 BIJKOMENDE AANBEVELINGEN VAN LOKALE BESTUREN 8. Mécanismes de recours et de plaintes 8.1 PRINCIPIO DE LA DECLARACIÓN DE TALLINN 8.1 TALLINNAN JULKILAUSUMAN MUKAINEN PERIAATE 8.1 PRINZIP WIE IN DER TALLINNER ERKLÄRUNG * Che i meccanismi di ricorso siano disponibili online e che i cittadini e le imprese abbiano accesso alle procedure di reclamo online, mentre anche in altri canali disponibili di loro scelta. * Dat gebruikers ook de optie hebben om online feedback te geven over de kwaliteit, de beschikbaarheid, de vindbaarheid en de bruikbaarheid van digitale publieke diensten. 8.1 Le principe, tel qu’il est énoncé dans la Déclaration de Tallinn Que los mecanismos de reclamación y reparación están disponibles en línea y que los ciudadanos y las empresas tengan acceso a los procedimientos de queja en línea, y en otros canales disponibles de su elección * Muutoksenhakumekanismit ovat käytettävissä verkossa ja että kansalaiset ja yritykset voivat käyttää valitusmenettelyjä verkossa ja myös muissa valitsemissaan kanavissa. - Dass Rechtsbehelfsmechanismen online verfügbar sind und dass Bürger und Unternehmen Zugang zu Beschwerdeverfahren online, aber auch auf anderen verfügbaren Kanälen ihrer Wahl haben. 8.2 RACCOMANDAZIONI AGGIUNTIVE DALLE AUTORITÀ LOCALI 8.3 UITDAGINGEN * Que les mécanismes de recours soient disponibles en ligne, et que les citoyens et les entreprises aient accès aux procédures de plainte en ligne, mais aussi via les autres canaux disponibles de leur choix. 8.2 RECOMENDACIONES ADICIONALES DE LAS AUTORIDADES LOCALES 8.2 PAIKALLISVIRANOMAISTEN ANTAMAT LISÄSUOSITUKSET 8.2 ZUSÄTZLICHE EMPFEHLUNGEN DER LOKALEN BEHÖRDEN * Che gli utenti abbiano anche la possibilità di fornire feedback online sulla qualità, disponibilità, accessibilità, reperibilità e usabilità dei servizi pubblici digitali. Lokale overheden menen dat het niet enkel noodzakelijk is om burgers, ondernemingen en andere gebruikers te online mogelijkheid te geven om klachten in te dienen maar ook om feedback te geven over de verleende diensten en over hun ervaringen met de interacties met hun lokale overheden. 8.2 Les recommandations supplémentaires provenant des autorités locales * Que los usuarios también tengan la opción de proporcionar feedback sobre la calidad, disponibilidad, accesibilidad, búsqueda y usabilidad de los servicios públicos digitales * Käyttäjillä on myös mahdollisuus antaa verkkopalautetta digitaalisten julkisten palvelujen laadusta, saatavuudesta, saavutettavuudesta, löydettävyydestä ja käytettävyydestä. * Dass die Nutzer auch die Möglichkeit haben, online Feedback über die Qualität, Verfügbarkeit, Zugänglichkeit, Auffindbarkeit und Nutzbarkeit digitaler öffentlicher Dienstleistungen zu geben. 8.3 SFIDE * Que les utilisateurs aient également la possibilité de donner leur avis en ligne sur la qualité, la disponibilité, l'accessibilité, la facilité de recherche et la facilité d'utilisation des services publics numériques. 8.3 DESAFÍOS 8.3 HAASTEET 8.3 HERAUSFORDERUNGEN * Le autorità locali ritengono che non sia solo necessario fornire ai cittadini, alle imprese e ad altri utenti la possibilità online di presentare reclami, ma anche di fornire feedback sui servizi e sulle loro esperienze con l'interazione con i loro governi locali. + 8.3 Les défis * Las autoridades locales sienten que no solo es necesario proporcionar a los ciudadanos, empresas y otros usuarios la posibilidad en línea de presentar quejas, pero también de proporcionar feedback sobre los servicios y su experiencias de interacción con sus gobiernos locales. Paikallisviranomaiset katsovat, että kansalaisille, yrityksille ja muille käyttäjille on tarjottava verkossa paitsi mahdollisuus tehdä valituksia myös mahdollisuus antaa palautetta palveluista ja kokemuksista, joita he ovat saaneet vuorovaikutuksesta paikallishallinnon kanssa. Die Kommunalverwaltungen sind der Meinung, dass es nicht nur notwendig ist, Bürgern, Unternehmen und anderen Nutzern die Möglichkeit zu geben, online Beschwerden einzureichen, sondern auch Feedback zu den Dienstleistungen und ihren Erfahrungen mit der Interaktion mit ihrer Kommunalverwaltung zu geben. * Les autorités locales estiment qu'il est non seulement nécessaire de donner aux citoyens, aux entreprises et aux autres utilisateurs la possibilité de déposer des plaintes en ligne, mais aussi de leur permettre fournir un retour d’expériences sur les services et leurs interactions avec les autorités locales.

Comments words cloud

suggest to explicitly mention service standards such as https://www.dta.gov.au/help-and-advice/digital-service-standard/digital-service-standard-criteriait is crucial that user centricity is extended to third parties beyond citizens. Governments has do offer data and services for reuse and integration by third parties, notably through APIs. So other service providers should be considered users tooThis is an important difference and needs more discussionThis is something we hear from our citizens. It can't all be digital, multichannel interaction is needed (Espoo)Here's a connection to the addition about interaction versus service. There's a difference of digitising parts of the service or digitalising all of it. In Finland, education services have a lot of digitised elements such as tools, materials etc. It brings variety and possibilities but as a whole it's not socially sustainable to transform educational service 100% digital. Isn't this already included in the second bullet point of the principle: " websites are simple to read and easy to understand"? 
Should be clarified what is the addition.It's good to provide options for channels and be where the people are, but we in Espoo find it a bit strict to recommend that services are provided on ANY digital platform. How does the security aspect weight in when choosing which platforms should be used in public services? Also it can be a challenges to react quickly enough for the changes in platforms. For example how many are providing service for youth in TikTok?Multi-organisational collaboration is not limited only on different levels of government, but the service ecosystem also includes companies and 3rd sector, universities etc. Collaboration with the whole ecosystem should be increasedCouldn't agree more with Zoé. Transformation needs to start with processes and we need digitalizing not digitising. Instead of "fully skilled" maybe sufficient skills are enough? 
We in Espoo this challenge should be written differently; We recognize that it takes time and effort to train staff, but can't see why employees couldn't learn needed skills if enough time and training is given. The change need to be lead and supported by the management and different ways of learning recognized.

It's important to look at the big picture of the enterprise architecture  and information architecture when new operational models and systems are planned/designed. Different development projects should also collaborate and discuss their data needs before launching new idea processes etc. Often there are more interdependencies than what is anticipated and we can hit two flies with one stone.Could this be elaborated more, didn't quite understand the premise here. Why citizen engagement couldn't be a principle? Isn't this already said in 5.2 additional recommendation? Also the experts of specific service fields need to be actively involved. Co-creation is the key. In Espoo we see the lack of skills (and or needed support) to be the bigger issue of these two. We recognize there are differences in access to internet between countries, but think that more can be shared between cities in ways of skill building than broadband building  In Espoo we see this maybe a bit differently.  Instead of limiting the data collection by default to minimum, more attention should be given to principle of MyData, the ability of individuals to control their data sharing and information. Citizens should have an opportunity to contribute their data to "OurData" pools. We think that more impact and effectiveness can be achieved by utilizing and combining data for analysis and cities can play a key role in this (in collaborate with research institutions).   This of course calls for ethical discussions and evaluations, security protocols, education for citizens and so on, but we think that developing data analytics in cities is worth the effort. Number can be misleading also since cities use outsourcing in ICT-services, number of specialist on the city payroll doesn't give the whole picture about the capabilities city has in use. "Basic skills" needs to be defined clearly, so that the data is comparable. This theme have been examined on national level surveys, and occasionally on local level, but can be troublesome to doWhat is meant by training needs to be defined clearlyAgreed, this should be background information (such as the number of citizens) about the cities provided on the platform/dashboard. Related to skills is also if the employees have skills to give digital support to customers (number of..?)
Also language skills have shown to be relevant when giving guidance/assistance about use of digital services. Needs to be clarified what is included in incentives. Training provided by the local authority? What is counted as training (IT-education given in schools?) Digital service use training and support is given not only by the cities but by the local ecosystem. 
Also, services should be so easy to use that they don't require training, what is measured with this indicator? This is a good indicator to measure the capability to work with the ecosystem. Paola's point is relevant though. Background information about the size and service portfolio of different PA's need to be given if there is number based indicators.  Developed or provided by? Cities may not develop the API's while they do provide them. Share of API’s connecting to companies/to public sector/ to 3rd sector 
Co-design practices need to be defined to ensure comparability. At least in Espoo this can be troublesome to get accurately, since the practices and hence the information is scattered to all departments.  Is the focus here especially with digital participation? The previous is about service co-design and this is about policies. Should/could be both about services and policies if the difference is about participation online/offline?These kind of standard based indicators are goodWhat is meant by status of the service? Status of a customers single service process (service ticket) or the status of the service in a bigger picture like que status or if open or not? Or ICT perspective active/inactive status?This is problematic phrasing of an important question. First, there are two different actions in one indicator. Both need to be yes? What is considered to be constant in the world of developing public services?
Could it be more about systematic approach on utilizing the feedback?
"Are the online services developed through systematic interaction with the customers and feedback gathered? What standards are considered here? The ones PA's have made for themselves for example for the time to handle feedback etc?Has the local authority put in place a risk mitigation and risk management  processes, governance in place in case of miss use or attacks on digital customer services? Does the local authority has a communication plan in case the digital customer services are unavailable or has to be shot down?This can be difficult to get (city level) and requires manual labor. data needs to be gathered from many different systems and/or excels used by service units.This seems bit irrelevant in Finnish municipality context. Data comes from national level.  What would be the spesific segments? Demographic segments won't tell much about the adaption of/capability to use online services. Others can be difficult to define and measure in a comparable manner What this means?  
Adoption rate in comparison to what? Share of potential users? 
What does the real time publishing indicate?Proactive service needs to be defined to ensure comparabilityAnd how is it measured. That is also relevant to the next indicator to know how comparable the numbers are.Impact evaluation should have more of a systemic approach. The other aspects of sustainability (social, economic, cultural) should be considered as well. Couple of concluding comments from Espoo: - All the terms and concepts need to be clearly defined and written open. Comparability requires that we measure same things and understand them the same way. - Less is more, especially at the beginning. It's better to have few clear indicators that we can get good data from. Few "basic" indicators can also lower the step for other cities to join. - Indicators that are based on EU standards such as WCAG or Single Digital Gateway are good - To get the data for some of the indicators that are presented here require manual labor and aren't simple to provide when systems are siloed (as they in cities often are)This rises a question about the process and operation model as well as the purpose of the dashboard. To whom is the evidence provided to and for? 
UCC? Commission? Other cities? Citizens?
Should the  evidence be public documents on the dashboard website? What for example is the proof of service designer  positions other than their contracts? Directly or including inhouse consultants? If we want to measure capabilities or resources available, also purchased services are valid. Especially civil servants or employees? (different positions in public organizations)Standards for simple language is also a separate indicator in Usability. should only be asked once. Is there an other example of design guidelines? Should this be "If the local authority has a digital strategy does it mention service design?" 
OR even better:
"Is service design mentioned in digital strategy or some other strategy level document?"

New releases = updates? Often technical updates are run and released by the service provider (compare MS 365). Does this mean service content updates?Digital services should be device independent. Design "Mobile-first" but scalable to other devices (laptop etc). What does the existence of a an app measure?Good question from Jochem, does this mean protocols/guidelines or standards?What do we want to measure with this? If the services are recognizable for a local authority service? Design in the context of brand colours, logos etc (recognizable) or consistent in architecture? Also, there's the question of legacy with the systems/services. What is good enough consistence? Yes/No or Yes/no/partly? Whats the scale with these kind of questions?If someone measures this can you share how you do it? This requires multiply sources (right?)In addition to what Bjorn says; a digital only approach will probably never be viable. There will always be people who prefer to interact or do business with us in a different way (offline). This is also related to the context of the user. The choice for digital only is (often) based on costs and therefore not user-centered, but organization-centered. E.g.: research has shown us that people prefer to call in case of a complaint, instead of filling in some online form. We simply have to take this emotional elements of customer contact into account.I think this topic needs some further work/ explanation. What does this look like for our users?It is rather confusing that "challenges" are presented here, in a list of design principles. Ofcourse, a challenge in itself does exist, but it's not a design principle.Who you should consult/ listen to, depends on your user group. Diversity in itself is not a goal when it comes to quantitative user research & user testing. Also: the government is still "owner" of a lot of personal data (citizen registration). Some believe that this is going to change: citizens themselve become the owners of their personal data."Relevant" AND needed/ wanted (from users point of view).I think that "older staff" is a somewhat offensive description. When someone is older (dus to age or experience), it doesn't necessarily mean that he/she/they is/are less skilled or cannot develop skills. I'd rather see this section changed into "less flexible staff" or "staff that's not so willing to change".I think that there is a difference between collecting data by means of asking citizens to provide information when filling some form (e.g. name, adress, social number, birth date, etc.). And collecting data such as meta-data. The first should only be done when absolutely necessary. If we are not going to use certain data/ information to provide services, we should not ask for this information. Also: when we already know this kind of information, we should pre-fill it instead of asking for it over and over again.I think this principle applies to all situations. Not only for redress and complaint mechanisms.Online & offline, by choice.I would like not only the possibility to interact but also follow-up what was done with my interaction.  Did it make a difference?There should be one easy way to contact government.  I should not need to know whom is responsible for what.As a citizen, I am also interested in contributing to the creation of policy around themes like poverty and governance not just issues on my street or relating to urban landscaping.It might also be interesting to include signals received via various sources such as social media, complaints via street-level bureaucrats, suggestions via publications...How can external data sources also be included?decentral data models such as Solid and others are interestingIn general this is importantI do not see the reason to split interaction and services. In order to get (digital) services one need to interact (digitally)AgreeI believe in AND-AND, rather than OR-OR. So better both physically, socially and digitally, the one of these three. This is the most inclusiveI do not understand why this distinction is necessary. Interaction itself is a serviceDigital services are not a goal. They should add value (to all stakeholders/one who seek the service). If not, then do not offer the services digitallyWell, yes, so? This means that the interdependencies matter? If so, yes, agreed. But this challenge is very, very generalAgreedThe added value of a universal design is unclear. A useful, intuitive design, depending on function nd specific service... Maybe a better description
Yes, including sibgle sign on for multiple public servicesDifficult question, who knows this?
Difficult question, who knows this?
Difficult question, who knows this?Impossible to answer, for me at leastWhat standars are meant?eu, national, local? This implies and requires knowledge of the uk standards, which are not widespreadClosed question, should ask ‘which’ as wellHow to know, who knows. This requires responsees with much and broad knowledge (does not exist), or a group of people answering togetherClosed question, should ask ‘which’ as wellClosed question, should ask ‘which’ as wellClosed question, should ask ‘which’ as wellQuestion on frequency, or size?§majority or fully? This closed question can be answered/interpreted in multiple ways…. For….?Why do we want to know this, I was trying to figure this out?Could help if the questionnaire contains a direct link to the explanation of this SDGGood question, sentence is not technically perfectWcag? Could there be an explanation or direct link to more info on this?sentence is not technically perfectAre there such things? Or is the question whether cities have easy language protocols?Sus? Could help if there was a link to an explanation sentence is not technically perfectIn what way consistent design? I would not know what to answersentence is not technically perfectsentence is not technically perfectGeneral question, redress?? Could the question be formulated slightly different to avoid ‘redress”?Is the concept / definition of transactions clear to all?NPS?Comment from WG Digital Citizenship:
It should be accessible with low bandwidth.Comments from WG Digital Citizenship:
Some minorities don't have access at all to the digital platform or device. We have to take into account the access itself to the digital services.Comment from WG Digital Citizenship:
We have to take into account the digital divide. Some users need trainings to use such services.Comments from WG Digital Citizenship:
Sometimes, availability also means having the website in certain dialects.Examples of good practices coming from WG Digital Citizenship:
- DigID services (log in with your ID, auto-fill-in of your data)
- CitizenCard (Eurocities' KSF Lab)Additional recommendation from WG Digital Citizenship:
- Sharing of platform schematics, so users do not have to learn how to use 20 different platforms.
Common processes for similar tasks in different domainsComment from WG Digital Citizenship:
This requires a good and broad understanding on what we collect on the person looking for public services, this requires cooperation across the lines (within and outside our municipalities).Comments from WG Digital Citizenship:
Information should be shared between the different levels: local, regional, national.Comment from WG Digital Citizenship:
It can also mean having a dialogue with citizens for the municipal strategy itself.Comment from WG Digital Citizenship:
Engaging different groups in different ways. The citizens that want to contribute may not represent groups that are less digitalComment from WG Digital Citizenship:
An incentive could be 'anytime anywhere'.Comment from WG Digital Citizenship:
Make it easy.Comment from WG Digital Citizenship:
Find local "influencers" and get them to spread the word (representing different groups)Comment from WG Digital Citizenship:
COVID-19 restrictions: it made us rethink services and interactionsComment from WG Digital Citizenship:
Poor implementation of digital services (ICT), preventing to reap he benefits.How can that be done?Don't forget to include images and icons for clarityProvide a fast and clear offline service solution. Creating digital processes and services does not mean that the administrative burden will be any less. It will be a digitial administrative burden if the offline processes are 1 on 1 transformed to digital ones. The whole process should be reviewed first. review the whole process, front-end and back-end. Include users ins this reviewing process and don't be afraid to make big changes. Yes! This is excellent. We can track any package from around the world, why can we not follow the progress of a service delivery?Transparancy of underlying processes should always be guaranteed. This is something local authorities should always aim for.When services are fully online, it is indeed important that human intervention is possible. Customisation to personal needs is important. Citizens could and should be inluded in all fields. They are the experts in their experiences and needs. So include them in the design process as the outcomes will impact on citizens lives. It could be a choice, but then local authorities could choose not to involve citizens. That's a shame. To ensure citizens are involved, I think it's good to make it a principle Very good! The earlier, the better. That way citizens can actually influence the outcome, more than just commenting on button size and colour.  Good comment!Make use of local networks. In the Netherlands we have Gebruiker Centraal. A network organisation of different public service providers and designers working in different fields. 
To me, this sounds like we should convince users with rational facts to use our digital services. If people are not familiar in using ditial services, facts and figures will not help them. More attention to feelings and feirs are more important to address than telling about reduced costs. Bridging the digital devide is really important, as this digital devide influences  other field, such as eduction, health care, etc. Teaching digital skills from a youn age onwards, providing youth with digital devices, etc, will help bridge this gap. 
invest in a good digital infrastructure at schools. 
For the elderly, courses, trainings, workshops, student volunteers could help people gain digital skills and confidence. When designing public services, it is important to include citizens perspective. Als on topics as data collection, citizens opinions and experiences should be aksed and used. It is important for less digital citizens to have good and fast offline options. Also for people who have difficulties reading and writing. Seems like a good idea. It is always valuable to receive feedback. That way, services can be improved. 
this is redundant when comparing to point 1.3.3 below; is it a repetition of the very same sentenceBecause of national laws, for some services it is mandatory to provide a physical office performing it. it is impossible in these cases to fully digitalize the serviceBefore this we also need to ensure that the digital inclusion principle is respected and (for example) there is a sufficient broadband access provided to all citizens, in order to have access to digital serviceslocal authorities should devote time and resources dismantling monolithic applications, creating ad hoc inter-operability plans and preferring scalable solutions, enhancing sharing and communicating data among databases.in some cases built-in translation services perform poorly. it would be better that professional translation support be considered by local authorities data privacy and data protection are fundamental principles that local authorities need to consider in the design of any digital service. I would suggest to reinforce this principle and phrase it in a stricter way and not only "should pay more attention to" but, perhaps "it is fundamental that local authorities pay a great deal of attention to data privacy and data protection principles when designing and providing digital services"this is somewhat connected to the 2.3.3 silos comment. there are two challenges: a technological and an administrative one. not all data can be proactively used by the PA, but only those for which citizens gave specific consent on specific activities.PA should commit to organize training sessions and courses focused on different topics for those employees who might want and/or need to update or develop their skillsthis also sounds redundant to me given all the previous points in principle 5it is extremely important for the PA to allow for this possibility to citizens and next to collect and evaluate feedback on digital services improving themaggiungere il concetto di servizio digital end-to-enddigital-only non è necessariamente un valore (servizi valore aggiunto, divario digitale, disabilità). Anche la Tallinn Declaration parla di option.a volte non è possibile per legge (carta identità per esempio)qualsiasi piattaforma troppo costoso. Suggerirei quelle maggiormente diffuse.incentivare collaborazione con comunità locali e consolati per le traduzioniaggiungerei che serve raccontare proattivamente ai cittadini i vantaggi del digitale. Ricordando che ogni pratica eseguita da remoto permette di risparmiare tempo, soldi e Co2 (per mancati spostamenti agli uffici)la sfida più grossa, da aggiungere, è quella di garantire prescrizioni e valori del GDPR ma di poter effettivamente utilizzare i dati dei cittadini, senza richiederli più volte. servirebbe una modalità di onboarding dei cittadini per condivisione dei loro dati i maniera ampia a beneficio dell'efficacia del lavoro dell'amministrazioneWe should add an indicator regarding educational training for citizens. The level of their digital skills is a fundamental enabler and shall be nurturedanother incentive is the carbon efficiency, to be measured, of using a digital service instead of accessing it on premises Great indicator perhaps to be seen as an enabler and not an incentive.We should add an indicator on the number/share of services available on mobile/mobile app.Is sufficient to publish the adoption rate on a regular basis (monthly for example). real-time publishment might be an effort that doesn't necessarily paybackI would move it under impact. In the end, one of the significant impacts for citizens is the time savedI think this is a very poorly defined principle. these days a hybrid interaction is more often the preferred or most logical and intuitive option. This is not only the case for videocalling, but also for digital interaction inside an administration's service center for example. agree with Veera, and again emphasizing the crossover/hybridity of bothfundamentally the baseline should be that citizens can use the channel, online or offline, that best suits their needs and skills/capacity. This is not only a matter of efficiency or practicallity, but also empathic connections can not be underestimated. Both sides of the interaction are often human beings, and mutual understanding of this can reduce perverse effects of policies, reduce agrression or misunderstanding, and support early interventions for vulnerable members of societyimportant to acknowledge that "public service" is scoped differently for different countries maybe. education in the netherlands is regulated and funded by (local)goverement, but not executed by local governements. teachers and schools are not civil servantsagree, so stimulating open standards can contribute to high flexibility and scalability between levels of governement, and within a certain level. a representative from our municipality assigned with policies for accesibility in general once taught me: measures to increase accesibility for one target group with a disability is most often beneficial for all targetgroups. We have standards available, and policies in place for compliance managementdoes this mean that standardization and certification of user friendly/human centric authentication functionalities shoed be specified? this also requires standards for governance of these standards: how do local governements make sure that all layers of the organisation have the capacity to comply?also provide easy accesible solutions where digital services can be used by people without a device. Rotterdam is now working on digital desks which can be placed in neighbourhoods or neighbourhood hubs such as libraries.again: open standards and architecture can help to streamline this. but as Zoé already mentioned: keep offline information as a channel and dont stop to develop this channel. many retail websites, such as insurance companies, transition towards chat(bot) driven websites, where the customer journey starts with a question. in my own words: where the "search" field is no longer in the upper right corner, but at the core/center of the service.increase the infrastructure for service design and designthinking methodologies in governement design: organisational structure, architecture and funding etcagain: open standards and architectures important, such as the dutch common ground infrastructure aims to provide/developyes, and increase involvement of governements in design/development/tech curriculi at universities (for applied sciences) (4 helix)again, best way to facilitate this is the development of open stadards and infrastructures, in with databases, services and applications can be connected on the applicable levels, independently and in an open way also adress the dillema's: governements are increasingly data-hungry and data driven, but in the same time protecting citizens autonomy, privacy, soverenity is within our core business. how do we keep balance? data ownership towards the citizen could cut both ways in this one. the open standards and architecture can disconnect the entrypoint from the actual service easily i think. entrypoint should/could be the discretion of the citizen, the service itself can be managed more centralized. and maybe ESPECIALLY backend/backoffice processes! Absolutley agree that more weight should be given to the role of human intervention. Discretionary space should be well defined and the servants assigned with the execution of services should be facilitated, and protected by legislation defining that space. or differentiate? dont exclude less digitally skilled employees, because off line services will always be part of our channels. human centric also means: employee centric: involve the colleagues working in the frontline specifically, and dont stop doing so. agree with Zoé: service design principles inlcude investigating the gains and pains in terms of values and feelings. this is where the wins are to be found.but the focus should be on making the system human-skilled instead of just trying to make the human digitally-skilled.my two cents: and we should put our money where our mouth is: if we say we want to gather data only when neccesary, we should be prepared to live with the fact that we will lack very interesting data with which we could do "cool stuff", like steering and reporting. we can live with that cant we? (retorical question, we can and we should!)also referring to the questions/suggestions above: what will be the (objevctive) indicator? who counts as  "professional with skills"? will I? no diploma's, just experience. do we need a questionaire to assess these things?i would say as indicator: percentage of annual budget towards internal and external expertise booked on IT projects?i think there are baselines/data for this at least nationallylook into the issue: how to make this objective. For instance: in some countries teachers are counted as employees, in other countries they are not. is user centricity as a principle specifically mentioned in public service/IT strategyi think this is tricky because it matters how cities approach this. I dont think we (can?) give financial incentives but i would look at the "gains" in a broader perspective. first time right, waiting times, speedshould and can it be measured to what extend the ecosystem is "open (source)"? the use of open source/open standards? maybe make this a yes/no indicator: does a local governmement have at least 1 certified/educated service designer? (or am i talking nonsense now)number of public publications on participatory design acvtivities?cool i guess?number of domains a local governement uses to provide online services: easy to find? yes, and they should i guess?maybe as an indicator the level of auditted services (objective measures)assess if there is capacity for iteration? how much budget relatively to annual (IT) budget?SUS assesment/NPS for online services measured?NPS/SUS scores should be used?would love this!for now too complicated, but it could be reasoned that better (online) services for social support could lead to earlier signalling and intervention, thus leading to less damage to society (SROI). this could be the case for public health and prevention strategies, debt support, mental health strategies, children's and YP strategies, employement and social welfare sytems in place.for now too complicated, but it could be reasoned that better (online) services for social support could lead to earlier signalling and intervention, thus leading to less damage to society (SROI). this could be the case for public health and prevention strategies, debt support, mental health strategies, children's and YP strategies, employement and social welfare sytems in place.The distincion between digital interaction and digital public service is a little bit confusing. A suggested can be to riformulate it following the same approach of the REGULATION (EU) 2018/1724 (Single Digital Gateway), meaning that the citizen should be able to access the information and procedures online and get the result online but non-digital steps of some procedures (e.g. Police verification for change of address) that cannot be digitalised by law can exist and should not influence the evaluation of the serviceThe difference between digital interaction and digital services is not 100% clear. Legal aspects are addressed in a quite extensive manner both at European Level (e.g. Service Directive, Single Digital Gateway and eIDAS regulations) and national levelAccessibility is not limited to readingThis aspect should not be taken in account for performance index as it is correct that PA communicate on what they are competent on by lawa right compromise between a simple languange and information with legal value should be found if the interaction with the Citizen become digitalIt sounds not consistent with the 2.2It sounds generic and not applicable in all context, the once only implementation of the REGULATION (EU) 2018/1724 should be taken in accountCo-creation needs involvement of experts of this field. It is quite difficult for small local authorities to find the budget for itMeasuring in number may be misleading as it depend on the size of the local authority. Maybe an indicator based on Yes/No related to the involvement of such professional in the process of designing services can be more significantAlso in this case the number can be misleading as it depends on the size of the local PAIs this a responsibility of local PA? Good digital services should be those that can be used also with low level of digital skillsmaybe it could be more significant if related to local PA officersThis one shouldn't be an indicator as it is not related to the quality of provided servicesMaybe number of initiatives for digital competencies improvementindicator based on number is still problematic as it depends on the size of the local PA and the complexity of the offered services. Also in this case the indicator depends on the size of local PA. We should think at indicator that can show excellence also for small local PAAgain the number depends on the specific national implementation. we could change it in yes/no for each of the module that are key for services digitalizationeIDAS is a RegulationThis indicator should be related to the services that have both an online and offline channelThis indicator is not 100% clearThis one doesn't sound as an indicatorThe number shouldn't be an indicator as it changes based of the total size of the administrationThe number should'n be an indicator as it changes based on the total size of the administrationAgain the munber shouldn't be an indicator...Again the number...Again the number shouldn't be an indicatorUsually the standards are set at national level, it shouldn't be an indicator for local authoritiesAgain the standards are usually set at national level, not at local oneThe number is always problematic as indicator as it doesn't take in account the size of the local administrationsThe number shouldn't be an indicatorThe compliance to SDG is important but the specific deadline of 2022 becomes outdated soon...This sentence should be changed into a measurable indicatorThis sentence should be changed into a measurable indicator (eg. the financial saving of a bigger authority can be a lower result than a smaller saving in a small authority, because of the total expensed of the authority)Again the average share is related also to the size of the authorityThis one should be changed into a measurable indicatorI would hesitate to recommend lower costs or similar as an incentive for people to use digital services as this can quickly become discriminatory. Further, in the case of Helsinki, mandatory services provided by the city must be equally accessible to everyone, whether or not they are able or willing to access them digitally.Recommend adding that citizens are able to request their data in a commonly used and machine-readable format (cf. GDPR art. 20).Major issue with HR resources is not only the number, but the quality of ICT / other relevant specialists. The cities have a challenge in finding talented people, and are competing on them against the industry. Yet, outsourcing does not help since even consulting companies struggle to provide highly skilled specialists for some tasks.a numerical indicator could for example be number of professionals with certain level of a degree (Bachelors, Masters, higher)Is attribute based data policy & access applied to ensure authorized data usage? Is data usage monitored and logged? Can the registry keeper verify who has accessed and what data?Also: are their training being kept up to date? Any kind of degree in ICT is rapidly outdated. Frequency of update training is also a good indicator.How do we measure basic digital skills?Instead of 'number', 'share' or 'percentage' would be more accurate.Budget allocated to new ICT training (to keep up with new softwares, new processes, new services...)Other incentives: faster (no need to physically go to the premises), more inclusive (for example, for people who don't have conventional schedules where they can go the their town hall from 9:00 to 17:00), real time update on the status of their demand...Incentives can also be on the side of employees; it can be beneficial for them.If so, how? How long? What kind of onboarding? Who provides it? How can we ask for it? The rate of citizens that want a training and that actually get the training. 
Depending on the capacity, there might be a discrepancy between the willingness of citizens to receive training, and the capacity of the civil servants to provide such training. Communication campaign made to incentivise the use of digital services? Money put into communication? Number of bugs that have been reported/fixed, and in how much time.I think it would be beneficial also to know what is the share of citizens that use regularly the services. If there is high number of recent engagement because the services was launched last year, but no one used it more than once, then the figure is not that relevant anymore. Need to differentiate acquisition rate and retention rate.More than the number of initiatives, number of comments and feedback taken into account in the newer version of the service.The share of online services that offer the possibility to add/edit pieces of information during the process (so that the process can be agile during its pending status, and does not need to start again if one piece of information or one document is missing).How is citizen's behaviour monitored? And analysed? Through polls? Focus group?Who received the feedback? Dedicated team? IT team? Administration? How it the feedback handled and by whom?And then compare it with the share of citizens who use it for digital services. For example, if only 70% of citizens use eID for digital services, it means that eID is a good enabler to use digital services. Or perhaps people might have eID but don't use it on digital services, which might be due to a communication issue. Does the local authority have a clear process on how to process redresses and complaints? Such as a time frame to address the complaint? And is this process communicated to citizens and businesses?
The redress mechanisms indicators can be more granular.The average time spent by citizens and businesses on one action and their evolution throughout time. For repetitive actions (such as declaring taxes for example): do people get used to it over time and do it faster? The share of satisfied city hall's employees (are they happy with the trainings, the new processes, their efficiency, the reduction of dissatisfied customers...)a '?' is missing.Maybe follow-up with a 'If so, what standards?'I would not mention a method specifically. I would just ask 'If so, what standard method?'Number of e-learning courses related to ICT for employees and citizensI'd also add: number (or percentage) of public services integrated with standardised services modules provided by higher institutional bodiesDo the services implement the once only principle? To what extent?Does the local authority periodically run usability tests involving panels of citizens?Does the local authority provide SLA / maximum time for service delivery?Besides financial savings, I will also measure (increased) efficiency and qualityGood indicator, would advise two others as well:
1. Percentage of professionals with UX experience on the total population (huge city with one UX specialist vs small village with one UX specialist)
2. Try to determine the quality of the people working on/with UX, the existence of (what number / percentage of) processes in which UX is mentioned. In the latter it of course matters whether or not the UX is executed during the processI dont think the number of ICT specialists (they can have many different orientations) is an indicator, an enablerDifficult to measure, but interesting. I would rahther also see the number of citizens involved in the devop op public servicesTraining in how to use Word, in system engineering, in data analytics, in .... What training in ICT? I do not see how this is an indicator, an un-/enabler* 'Standardised' processes in which involving the users is mentioned. 
* 'Standardised' processes in which UX-testing is mentioned. 
* The number of UX-specialists
* The number of citizens /the network that can and want to be reached in the design and deveop of public services.I would like to ask this question in the first place (right on top of the dashboard)Besides creating awareness on the existence of digital public services (besides physical ones), helping citizens to use these services is immportant. However, is that training, or just providing a manual?? If training is required, maybe the digital service is not designed and developed properly.The threshold to useing newly developed digital services must be as low as possible (max accessibility). So, max on communication (and long campaign), max on explanation (on why digital is used as well as the existence of an easy to understand manual/intuitive preferably). Then, incentives are not so much needed. It would be the right and easy choice.Difficult to reason why this should be on the dashboard, why it should not be. Being able to work together with your stake- and shareholders requires good data management (incl API's). If the API is needed to offer the public services, then this is a good indicator for the dashboard. Somoething like that, I think. Depends, calls by who? Private companies, or citizens??ID management (e-ID) in my opinion is one of the keys for offering trustworthy and safe public servicesConcerning the API's, it is relevant to know whether there is a poprtal/desk where stakeholders can ask quastions about the metadata of the API, ask about new datasets/API's etc. Fine incidicator, to start with (is not stand-alone)I would add info on the demographics of these citizens (representation). What region of the city, age, education, profession, .... etcIn addition to the number there could be extra question whether in developing new services people with such expertise are involved.This is totally dependent on the structure of the local government, how many sub-institutions etc.Agreed with the previous commenters. Training citizens on digital public service use seems like a very resource intensive thing to do. Shouldn't the services  be intuitive to use, so they don't require extra training? Better indicator might be are citizens aware where and how to access these services.As some local governments are quite big, this can vary between departments.There should be % or number of services where it has been implemented. Have the principles of a user-centered approach been used in digital services? Is there a procedure that says that it also means asking and testing from real users and adjusting for the result. Or does it mean that the service provider says that I know what consumers want, which is more common but less effective.Really important is whether something is done with this feedback.Are there any options-differences that can be discussed and asked outside of laconic automatic choices on digital channels? In other words, if the choices given in the digital do not cover my need, if possible I can reach a human factor who can discuss this difference with me. For example, if the home school is artistic, but the child is realistic and could be at least one more choice, but the digital solution seems to limit the possibilities and create a reality that is ready to be taken into account. A real example of life itself.Do digital services have a unified creation process? In other words, the local government has a clear procedure that a digital service cannot be developed until the "business side" is in place and well thought out.What is meant by that?Does the digital service have a goal-value, responsible person, metrics that are a prerequisite for the (continuous) development of a well-thought-out service.Agreed, same goes to service designers/user researchers/UI experts - often these services are bought in.Add another indicator here, for example: "Is the feedback analyzed and acted upon on a continuous basis?"Specifically addressing digital divideLack of in-depth categorisation of users (especially age, level of education) for over-time analysisNumber of city apps and their topics, what are cities offering their citizensSeparate between platforms, apps, participation tools, chatbots, etc. especially the plain bureaucratic e-governance procedures It also depends a lot on the city's service creation strategy. An IT department that completely outsources the creation of services is not the same as one that creates them in-house.In addition to this indicator is important to know the number of professionals than works into business units, who knows about it, and do not work in IT department. May be they are "IT embassadors"It's important to make difference between having IT skills to develop, operations, etc or having IT skills to manage with technology. In this direction, it is important to focus in the second one.Number of organisms/ department / spaces available to participationI consider this indicator very important, because the service standards make easies to develop ecosystems of stakeholders around the city. For example, in Madrid, the MiNT protocol handle a service standard who uses all the companies that make services to maintance of the city2700034000005000000000 aprox.no500Yes.https://escuelavirtual.madrid.es/course/index.phpyes.https://www.youtube.com/watch?v=zVlIcOqf4S8noYes. https://www.madrid.es/UnidadWeb/NxC/PlanRecuperacion/rtsingles.pdfThis is not exactly a "local authority" is a "national authority/regulation". INTEROPERABILITY https://administracionelectronica.gob.es/pae_Home/pae_Estrategias/pae_Interoperabilidad_Inicio/pae_Normas_tecnicas_de_interoperabilidad.html  SECURITY: https://administracionelectronica.gob.es/pae_Home/pae_Estrategias/pae_Seguridad_Inicio/pae_Esquema_Nacional_de_Seguridad.html  and CITIZEN CHARTERS: https://www.madrid.es/portales/munimadrid/es/Inicio/El-Ayuntamiento/Calidad-y-Evaluacion/Cartas-de-Servicios/?vgnextfmt=default&vgnextchannel=d5f58a165395d310VgnVCM2000000c205a0aRCRDYes. https://www.madrid.es/UnidadesDescentralizadas/Calidad/LenguajeClaro/ComunicacionClara/Ficheros/ComunicacionClaraV4.mp4Yes, by National Data Interchange Platform: https://administracionelectronica.gob.es/ctt/svd#.YaiGQtrMKUlhttps://administracionelectronica.gob.es/pae_Home/pae_Estrategias/pae_Interoperabilidad_Inicio/pae_Normas_tecnicas_de_interoperabilidad.html

EIDAS (national node): https://administracionelectronica.gob.es/ctt/eidas#.YaiHPdrMKUk

Yes. https://sede.madrid.es/portal/site/tramitesYes. https://play.google.com/store/apps/details?id=es.madrid.SGRSAMVANDCIU&hl=es_419&gl=USWe are linked with the national node that works like gateway with this service.Yes.Yes. https://sede.madrid.es/portal/site/tramites/menuitem.1f3361415fda829be152e15284f1a5a0/?vgnextoid=b4a7ba9d3e023310VgnVCM1000000b205a0aRCRD&vgnextchannel=d6e537c190180210VgnVCM100000c90da8c0RCRD&vgnextfmt=defaulthttps://www.madrid.es/UnidadesDescentralizadas/Calidad/LenguajeClaro/ComunicacionClara/Ficheros/ComunicacionClaraV4.mp4No.Yes. All the service under the same design.https://sede.madrid.es/portal/site/tramites/menuitem.dd7c2859598d94d061e061e084f1a5a0/?vgnextoid=dc20603d3a787610VgnVCM2000001f4a900aRCRD&vgnextchannel=dc20603d3a787610VgnVCM2000001f4a900aRCRD&vgnextfmt=default&target=IdentificacionElectronicaCitizens can ask about it and have internal rules a procedures published in the intranet.Yes.50% aprox.No.No.