Recommendation 6

Recommendation 6: Identify where digital government services and processes can be modernised and simplified through the application of location-enabled services with location intelligence and implement improvement actions

Why:

  • Location information underpins many public services but is not always used in the most effective and efficient ways
  • Administrative burdens can be reduced and better services delivered with optimal use of location information, accessed via digital channels whenever appropriate
  • Such action will help realise the value of location data in digital public services

How:

Find detailed guidance on designing location enabled digital public services with the Guidelines for Design of Location Enabled e-Government Services

  • Look for events that trigger a series of cascading actions and data exchange across a network of people, businesses and organisations, and things to achieve a singular objective
  • Create an inventory of key digital government processes and services that play a role in such events and determine in which location information plays a significant role

Find many examples of use cases in the EULF References Document

  • Document use cases for such events in a common structured manner, and consider using the following classification:
    • Policy area
    • Location
    • Application
    • Level – regional/national
    • Interfaces – G2C, G2G, G2B
    • Business area
    • Indoor/outdoor
    • Static/Dynamic data
    This will support organisational interoperability by setting a common description across Member States, a first step towards reuse of practices and then solutions. Use cases can then be documented according to the different possible scenarios related to the roles of different actors: G2G, G2B, G2C and the intermediary role for government to provide the rule engine for the different producers and consumers of data.
  • Analyse opportunities for improving digital public services and processes in their use or potential use of location information, through internal analysis (e.g. using BPMN), external analysis (e.g. customer insight techniques) or external comparison (e.g. benchmarking, examining best practices in other Member States or other administrations in the same Member State). This can be best achieved by applying the following event-based approach:
    • Step 1: Identify key events in your environment in which location data plays a critical role. Key events are ideally real-life cases which are very recognisable and impact multiple stakeholders e.g. precision emergency response to incidents (e.g. terror attack, boat capsizes, oil spill, search and rescue, etc.) or natural disaster (e.g. tornado, tsunami, etc.) or human-related incidents (e.g. job losses, human and drug trafficking, etc.) or any other key events that impact your organisation
    • Step 2: Analyse the bilateral data exchanges amongst the different stakeholders involved in the processes of the key event. (Techniques such as BPMN, Use Case Diagrams and Data Modelling can support this step (see above))
    • Step 3: Rethink the processes and data exchanges as if there was an open digital platform available that allows for multidirectional exchange of data
    • Step 4: Analyse what new (location-) intelligence techniques could be developed on top of such a platform that connect in an open manner disparate data sources. Techniques could be for example: site location optimisation (e.g. police force deployment), location impact simulation (e.g. oil spill), geographic concentration (e.g. terrorism threats), etc
    • Step 5: Look for new ways of collaboration with all stakeholders who might benefit from this platform and evaluate the impact on their business and operating model as an input to define the new digital services
  • Establish improvement programmes in priority areas where location information can be used more effectively in digital public services and processes
  • Look for quick wins to demonstrate progress
  • Establish and publicise ‘model implementations’ to encourage wider take-up of good practice
  • Look elsewhere nationally and in other MS to identify good practices that can be re-used
  • Introduce methods of continuous assessment, to help in planning and delivery of incremental improvements, identify new factors that need to be considered, and ensure interoperability is maintained over time as location-enabled services and solutions evolve

Challenges:

  • Better use of location information is only one aspect of public service improvement
  • Investment in other areas may be more cost effective
  • Services cannot always be considered in isolation. There are basic elements involving location information that cut across multiple services, e.g. addresses, buildings information, transport information

Best Practices:

Further reading:

Nature of documentation: Technical report

Categorisation

Type of document
Document
Licence
European Union Public License, Version 1.1 or later (EUPL) 
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