All speeches

I 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.

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Bjorn Dirkse

- 23 Apr 2021 12:44

1.2 ADDITIONAL RECOMMENDATIONS FROM LOCAL AUTHORITIES

* To qualify the interactions and services that are in scope of this principle;

* To differentiate between digital interaction and providing digital public services.

This is an important difference and needs more discussion

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Veera Vihula

- 21 Apr 2021 07:39

agree with Veera, and again emphasizing the crossover/hybridity of both

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Bjorn Dirkse

- 23 Apr 2021 12:45

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.

* 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…

This is something we hear from our citizens. It can't all be digital, multichannel interaction is needed (Espoo)

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Veera Vihula

- 21 Apr 2021 07:41

fundamentally 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 society

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Bjorn Dirkse

- 23 Apr 2021 12:49

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.

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Maureen Wijsman

- 26 Apr 2021 16:31

* 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.

* 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.

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.

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Veera Vihula

- 21 Apr 2021 07:47

important 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 servants

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Bjorn Dirkse

- 23 Apr 2021 12:51

* 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.

agree, so stimulating open standards can contribute to high flexibility and scalability between levels of governement, and within a certain level.

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Bjorn Dirkse

- 23 Apr 2021 12:54

2. ACCESSIBILITY, SECURITY, AVAILABILITY AND USABILITY

2.1 PRINCIPLE AS IN TALLINN DECLARATION

* 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;

Comment from WG Digital Citizenship: It should be accessible with low bandwidth.

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Manon Eurocities

- 21 Apr 2021 16:21

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.

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Bjorn Dirkse

- 23 Apr 2021 12:56

* 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;

suggest to explicitly mention service standards such as https://www.dta.gov.au/help-an...

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david osimo

- 24 Mar 2021 12:16

We have standards available, and policies in place for compliance management

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Bjorn Dirkse

- 23 Apr 2021 12:57

* That the authenticity of digital public services is secured and can be recognised in a clear and consistent manner.

How can that be done?

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Zoé Martial

- 22 Apr 2021 11:05

does this mean that standardization and certification of user friendly/human centric authentication functionalities shoed be specified?

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Bjorn Dirkse

- 23 Apr 2021 13:49

I think this topic needs some further work/ explanation. What does this look like for our users?

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Maureen Wijsman

- 26 Apr 2021 16:38

2.2 ADDITIONAL RECOMMENDATIONS FROM LOCAL AUTHORITIES

* When designing digital services and websites, that attention is given to the usage of clear language that is understood by the users;

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.

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Veera Vihula

- 21 Apr 2021 07:59

Don't forget to include images and icons for clarity

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Zoé Martial

- 22 Apr 2021 11:06

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?

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Bjorn Dirkse

- 23 Apr 2021 13:50

* That digital public services are provided on any digital platform and on any device that are commonly used in the local context;

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?

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Veera Vihula

- 21 Apr 2021 08:05

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.

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Manon Eurocities

- 21 Apr 2021 16:24

Provide a fast and clear offline service solution.

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Zoé Martial

- 22 Apr 2021 11:06

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.

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Bjorn Dirkse

- 23 Apr 2021 13:52

* 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…

Comment from WG Digital Citizenship: We have to take into account the digital divide. Some users need trainings to use such services.

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Manon Eurocities

- 21 Apr 2021 16:23

2.3 CHALLENGES

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.

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.

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Maureen Wijsman

- 26 Apr 2021 16:43

Digital public services that are provided by local authorities should be easily findable and accessible:

* 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;

There should be one easy way to contact government. I should not need to know whom is responsible for what.

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Martine Delannoy

- 13 Apr 2021 18:52

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.

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Bjorn Dirkse

- 23 Apr 2021 13:54

* 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;

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.

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Bjorn Dirkse

- 23 Apr 2021 13:56

* 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.

increase the infrastructure for service design and designthinking methodologies in governement design: organisational structure, architecture and funding etc

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Bjorn Dirkse

- 23 Apr 2021 13:57

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.

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Maureen Wijsman

- 26 Apr 2021 16:45

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:

* developing a clear language agenda together with the users,

Comments from WG Digital Citizenship: Sometimes, availability also means having the website in certain dialects.

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Manon Eurocities

- 21 Apr 2021 16:20

* 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;

again: open standards and architectures important, such as the dutch common ground infrastructure aims to provide/develop

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Bjorn Dirkse

- 23 Apr 2021 13:59

* developing language and design guidelines that are used to train future developers of digital public services and websites, thus creating a new development culture.

yes, and increase involvement of governements in design/development/tech curriculi at universities (for applied sciences) (4 helix)

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Bjorn Dirkse

- 23 Apr 2021 14:00

Multi-level collaboration:

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 increased

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Veera Vihula

- 21 Apr 2021 08:10

* some public services demand intervention and implication of different levels of government (local, regional, national), each with their own rules, channels and principles;

* in order to make these multi-level services accessible and usable, collaboration between the different governments in design is necessary.

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

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Bjorn Dirkse

- 23 Apr 2021 14:02

According to local authorities, more attention should be given in this principle to the protection and security of personal data.

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?

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Bjorn Dirkse

- 23 Apr 2021 14:04

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.

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Maureen Wijsman

- 26 Apr 2021 16:49

3. REDUCTION OF ADMINISTRATIVE BURDEN

3.1 PRINCIPLE AS IN TALLINN DECLARATION

* 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

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)

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Manon Eurocities

- 21 Apr 2021 16:29

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.

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Zoé Martial

- 22 Apr 2021 11:01

Couldn't agree more with Zoé. Transformation needs to start with processes and we need digitalizing not digitising.

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Veera Vihula

- 22 Apr 2021 15:08

* Not to be asked to provide the same information to public services more than once, in due respect of data protection rules and regulations

data ownership towards the citizen could cut both ways in this one.

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Bjorn Dirkse

- 23 Apr 2021 14:05

3.2 ADDITIONAL RECOMMENDATIONS FROM LOCAL AUTHORITIES

* That the reduction of administrative burden is also achieved by reducing the entry points to local digital services for the users;

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.

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Bjorn Dirkse

- 23 Apr 2021 14:07

* That the reduction of the administrative burden is not limited to citizens and business, but that it is applicable to all users.

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 domains

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Manon Eurocities

- 21 Apr 2021 16:28

3.3 CHALLENGES

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:

Comment 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).

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Manon Eurocities

- 21 Apr 2021 16:28

* 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

* 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

review the whole process, front-end and back-end. Include users ins this reviewing process and don't be afraid to make big changes.

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Zoé Martial

- 22 Apr 2021 11:02

and maybe ESPECIALLY backend/backoffice processes!

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Bjorn Dirkse

- 23 Apr 2021 14:09

* 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.

Comments from WG Digital Citizenship: Information should be shared between the different levels: local, regional, national.

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Manon Eurocities

- 21 Apr 2021 16:25

4. DIGITAL DELIVERY OF PUBLIC SERVICES

4.1 PRINCIPLE AS IN TALLINN DECLARATION

* 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

* That the status of service delivery can be checked online where relevant

Yes! This is excellent. We can track any package from around the world, why can we not follow the progress of a service delivery?

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Zoé Martial

- 22 Apr 2021 10:55

"Relevant" AND needed/ wanted (from users point of view).

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Maureen Wijsman

- 26 Apr 2021 16:52

4.2 ADDITIONAL RECOMMENDATIONS FROM LOCAL AUTHORITIES

* When public services are fully rendered online, transparency of the underlying process needs to be guaranteed and human intervention and control still made possible.

Transparancy of underlying processes should always be guaranteed. This is something local authorities should always aim for.

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Zoé Martial

- 22 Apr 2021 10:57

When services are fully online, it is indeed important that human intervention is possible. Customisation to personal needs is important.

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Zoé Martial

- 22 Apr 2021 10:58

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.

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Bjorn Dirkse

- 23 Apr 2021 14:15

4.3 CHALLENGES

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:

* 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;

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.

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Veera Vihula

- 21 Apr 2021 08:19

or differentiate? dont exclude less digitally skilled employees, because off line services will always be part of our channels.

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Bjorn Dirkse

- 23 Apr 2021 14:16

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".

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Maureen Wijsman

- 26 Apr 2021 16:57

* 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.

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.

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Veera Vihula

- 21 Apr 2021 08:25

5. CITIZEN ENGAGEMENT

5.1 PRINCIPLE AS IN TALLINN DECLARATION

* 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.

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.

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Martine Delannoy

- 13 Apr 2021 18:57

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.

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Zoé Martial

- 22 Apr 2021 10:54

5.2 ADDITIONAL RECOMMENDATIONS FROM LOCAL AUTHORITIES

* 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

It might also be interesting to include signals received via various sources such as social media, complaints via street-level bureaucrats, suggestions via publications...

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Martine Delannoy

- 13 Apr 2021 18:59

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.

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Veera Vihula

- 21 Apr 2021 08:30

Comment from WG Digital Citizenship: It can also mean having a dialogue with citizens for the municipal strategy itself.

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Manon Eurocities

- 21 Apr 2021 16:30

5.3 CHALLENGES

Local authorities question the fact that citizen engagement is a design principle. Engaging citizens can also be a choice.

Could this be elaborated more, didn't quite understand the premise here. Why citizen engagement couldn't be a principle?

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Veera Vihula

- 21 Apr 2021 08:35

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

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Zoé Martial

- 22 Apr 2021 10:49

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.

Very good! The earlier, the better. That way citizens can actually influence the outcome, more than just commenting on button size and colour.

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Zoé Martial

- 22 Apr 2021 10:50

However, cities also point out that:

Comment from WG Digital Citizenship: Engaging different groups in different ways. The citizens that want to contribute may not represent groups that are less digital

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Manon Eurocities

- 21 Apr 2021 16:32

* 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)

How can external data sources also be included?

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Martine Delannoy

- 13 Apr 2021 19:01

Isn't this already said in 5.2 additional recommendation?

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Veera Vihula

- 21 Apr 2021 08:37

* 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

Also the experts of specific service fields need to be actively involved. Co-creation is the key.

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Veera Vihula

- 21 Apr 2021 08:39

Good comment!

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Zoé Martial

- 22 Apr 2021 10:51

human centric also means: employee centric: involve the colleagues working in the frontline specifically, and dont stop doing so.

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Bjorn Dirkse

- 23 Apr 2021 14:20

* 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.

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.

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Zoé Martial

- 22 Apr 2021 10:52

6. INCENTIVES FOR DIGITAL SERVICE USE

6.1 PRINCIPLE AS IN TALLINN DECLARATION

* 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

it 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 too

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david osimo

- 24 Mar 2021 12:18

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.

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Zoé Martial

- 22 Apr 2021 09:48

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.

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Bjorn Dirkse

- 23 Apr 2021 14:21

6.2 ADDITIONAL RECOMMENDATIONS FROM LOCAL AUTHORITIES

* 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.

Comment from WG Digital Citizenship: An incentive could be 'anytime anywhere'.

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Manon Eurocities

- 21 Apr 2021 16:33

Comment from WG Digital Citizenship: Make it easy.

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Manon Eurocities

- 21 Apr 2021 16:34

Comment from WG Digital Citizenship: Find local "influencers" and get them to spread the word (representing different groups)

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Manon Eurocities

- 21 Apr 2021 16:34

Comment from WG Digital Citizenship: COVID-19 restrictions: it made us rethink services and interactions

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Manon Eurocities

- 21 Apr 2021 16:35

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.

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Zoé Martial

- 22 Apr 2021 09:51

but the focus should be on making the system human-skilled instead of just trying to make the human digitally-skilled.

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Bjorn Dirkse

- 23 Apr 2021 14:22

6.3 CHALLENGES

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.

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

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Veera Vihula

- 21 Apr 2021 08:42

Comment from WG Digital Citizenship: Poor implementation of digital services (ICT), preventing to reap he benefits.

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Manon Eurocities

- 21 Apr 2021 16:34

7. PROTECTION OF PERSONAL DATA AND PRIVACY

7.1 PRINCIPLE AS IN TALLINN DECLARATION

* 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

7.2 ADDITIONAL RECOMMENDATIONS FROM LOCAL AUTHORITIES

* When designing public services, more attention is given to the principle that personal data is only collected when it is absolutely necessary

decentral data models such as Solid and others are interesting

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Martine Delannoy

- 13 Apr 2021 19:02

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).

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Veera Vihula

- 21 Apr 2021 08:54

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.

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Veera Vihula

- 21 Apr 2021 08:54

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.

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Zoé Martial

- 22 Apr 2021 09:44

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!)

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Bjorn Dirkse

- 23 Apr 2021 14:24

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.

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Maureen Wijsman

- 26 Apr 2021 17:05

7.3 CHALLENGES

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.

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.

8. REDRESS AND COMPLAINTS MECHANISMS

8.1 PRINCIPLE AS IN TALLINN DECLARATION

* 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

It is important for less digital citizens to have good and fast offline options. Also for people who have difficulties reading and writing.

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Zoé Martial

- 22 Apr 2021 09:32

I think this principle applies to all situations. Not only for redress and complaint mechanisms.

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Maureen Wijsman

- 26 Apr 2021 17:07

8.2 ADDITIONAL RECOMMENDATIONS FROM LOCAL AUTHORITIES

* That users also have the option of providing online feedback on the quality, availability, accessibility, findability and usability of digital public services

Seems like a good idea. It is always valuable to receive feedback. That way, services can be improved.

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Zoé Martial

- 22 Apr 2021 09:34

Online & offline, by choice.

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Maureen Wijsman

- 26 Apr 2021 17:08

8.3 CHALLENGES

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.