+++E-GOVERNMENT BULLETIN
- ISSUE 170, 17 September 2004.
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++ISSUE 170 CONTENTS.
01: 'Local problems' for student loans system
- Education authorities fall back on contingency plans.
02: Mobile phones set to revolutionise democracy
- Could have greater impact than internet.
03: Council guidance too late for comfort
- Clarification on local priority outcomes.
04: Newcastle scoops award for customer service
- Innovation prize for one-stop-shops.
News in brief:
05: Wi-fi template - best practice guidance; 06: Wireless library -
largest European installation; 07: Information guides - FoI in Scotland.
Section Two: Interview - Andre Santini.
08: E-democracy champion with an iron constitution: Dan Jellinek
talks to the Mayor of Issy-les-Moulineaux ahead of this month's world
e-democracy forum, hosted by the Paris suburb.
Section Three - Focus - Wi-fi.
09: Community spirit in the ether: Arabianranta in Finland was
planned to be the world's first wireless community. Now the vision is
close to being realised, says Mel Poluck.
[Contents ends].
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++SECTION ONE: NEWS.
+01: 'LOCAL PROBLEMS' FOR STUDENT LOANS SYSTEM.
At least 30 local education authorities have abandoned efforts to
process student loan applications using a new purpose-built computer
system, and have been forced to fall back on emergency teams of night
workers to clear the backlog in time for the new academic year, E-
Government Bulletin has learned. The move puts into action
confidential emergency plans first reported in E-Government Bulletin
earlier this year (see issue 164, 25 June 2004).
According to new confidential documents seen by E-Government
Bulletin, batches of unprocessed applications from around 30 of the
total 172 LEAs in England and Wales have been sent to a team
working round the clock as part of the contingency plans drawn up by
the Student Loans Company (SLC - http://www.slc.co.uk) on behalf of
the Department of Education and Skills (DfES).
Shipping applications to and from Glasgow for processing is the latest
effort to overcome teething problems with Protocol, a new national
computer system being rolled out to LEAs for processing loans and
grants for students in higher education. In an internal memo sent to
chief education officers, the DfES estimated that at least 10 per cent of
LEAs have processed less than 60 per cent of loan applications.
According to one LEA manager who wished to remain anonymous,
Protocol has been difficult to use because of regular and prolonged
periods of sluggish performance and downtime. Of equal concern for
LEA managers have been the errors in processing applications such as
"erroneous notices being sent to students; incorrect loans being set up
for students; and even grants being set-up for students who aren't
eligible for them and have not been assessed for them by LEAs".
However, SLC operations director Derek Ross said that despite local
problems, Protocol remained "world class technology". "Nobody
would deny there have been problems. All new systems have their
bugs," Ross said. However, many problems have arisen simply because
staff are unfamiliar with the system, he said. "Protocol is more than an
IT system. It's about changing business processes."
In one LEA, the sluggish performance of Protocol was traced to
incorrect settings of the browsers on staff desktops. "Once secure
transactions were given highest priority the number of applications
processed leapt," he said.
Overall, only a few LEAs have experienced severe problems, Ross
said. "Some LEAs didn't want to take Protocol, because they were
happy with their old systems, or weren't confident in their IT
departments. Managing relationships has been difficult". But overall
progress with processing applications compares well with the same
period last year, before Protocol was rolled out, he said.
+02: MOBILE PHONES SET TO REVOLUTIONISE
DEMOCRACY.
Mobile phone technology could have a greater impact on the workings
of democracy than the internet, according to the leading French
politician and e-democracy pioneer Andre Santini.
Santini, mayor of the Paris suburb Issy-les-Moulineaux
(http://www.issy.com) and co-president of the internet, ICT and e-
commerce working group of the French Assemblee Nationale, was
speaking exclusively to E-Government Bulletin ahead of the fifth
Worldwide Forum on e-Democracy
(http://fastlink.headstar.com/idem1), to be hosted by his authority on
29-30 September.
"For the past year, current events have provided us with new examples
of the impact of new technologies on our daily life, and even more on
the democratic process," he said. "From the mobilisation of public
opinion in Spain by SMS after the terrorist attacks of 11 March that
challenged the official version of the party in power and led to its
defeat in the general elections . . . to the digital photos taken by
American soldiers in Iraq and the Howard Dean phenomenon during
the American presidential campaign, the impact of technology on
democracy has demonstrated its potential."
But most of all, it was the mobile phone that had shaken the world, he
said. "The cell phone has conquered the planet in just ten years: more
than one person out of five owns this little device today and its
functions go far beyond that of the traditional telephone. It is certainly
the technology that has undergone the biggest boom in history, with 20
per cent worldwide penetration rate in one decade, far ahead of
electricity, stationary telephones, the television and the computer.
"I . . . remember the mobilisation of Spanish public opinion after the
terrorist attacks of 11 March in Madrid. How could such a mobilisation
have taken place without cell phones? The development of citizen
participation by cell phone may even have more of an impact on
political life several years down the road than that of internet."
Politicians and public bodies must take note, he said. "The world of
politics cannot ignore this new channel of communication with its
citizens. Sending an SMS to inform people about a local event, a
weather alert or the arrival of an administrative document has become
commonplace for the many inhabitants of our modern cities. The use
of cell phones to access everyday services, such as paying for parking,
is growing."
NOTE: For the full interview see 'E-Democracy Champion with an
Iron Constitution', section two, this issue.
+03: COUNCIL GUIDANCE TOO LATE FOR COMFORT.
New central government guidance on "priority outcomes" for local e-
government should have been published over a year ago, according to
the council IT managers' body Socitm (http://www.socitm.gov.uk).
The 'explanatory notes for practitioners'
(http://www.idea.gov.uk/transformation/?id=priority_outcomes),
which were written by the Improvement and Development Agency
(IDeA - http://www.idea.gov.uk) on behalf of the Office of the Deputy
Prime Minister (ODPM - http://www.odpm.gov.uk), elucidate the
government's "priority services" policy, published in April 2004 (see
E-Government Bulletin, 30 April 2004). The policy set out more than
80 outcomes for councils to achieve by April 2006 in a range of areas
from democratic renewal to raising take-up of web-based services. The
outcomes are ranked as either "required", "good" or "excellent".
Councils will have to show progress towards these outcomes when
they submit their fourth annual 'implementing electronic government'
(IEG4) plans to the ODPM in mid-November to qualify for 150,000
pounds of e-government funding.
With the IEG4 submission deadline just over two months away, Socitm
said this week that the ODPM (http://www.odpm.gov.uk) should have
published it much earlier.
"The fact that the ODPM had to commission this piece of work from
the IDeA is a tacit admission that its priority outcomes document
wasn't clear enough in the first place," said Adrian Hancock, policy
support officer at Socitm. "It should have been produced a year to 18
months earlier."
However, despite its late appearance, Hancock acknowledged that the
new guidance would be extremely useful. "The end result is a
comprehensive, well structured document that helps clarify some of the
issues our members have been asking about," said Hancock. "And by
suggesting senior sponsors for each outcome, it sends out a powerful
message that e-government will only be successful if it has corporate
sponsorship rather than being laid at the door of IT managers. This is a
valuable message that can be leveraged by our members."
+04: NEWCASTLE SCOOPS AWARD FOR CUSTOMER
SERVICE.
Newcastle City Council (http://www.newcastle.gov.uk) has won a
public service innovation award for its leading-edge customer service
centres from the Association of Public Service Excellence (APSE -
http://www.apse.org.uk).
The award was announced at the association's annual conference in
Plymouth on 9 September. Newcastle has opened three one-stop local
service centres, which use customer relationship management (CRM)
software from Lagan Technologies (http://www.lagan.com) to manage
transactions with customers and provide a record of their dealings with
the council.
The use of CRM at Newcastle's one-stop shops has meant that
virtually all customer queries can be resolved by a single adviser,
reducing the need for specialist officers, the council says. "The CRM
system provides scripts of information on-screen that a customer
service adviser can follow to take citizens through a particular
transaction," said Fred Stephen, head of ICT at Newcastle City
Council. "Previously, citizens would have had to join different queues
or even visit different buildings to deal with different types of queries."
The CRM system is integrated with the council's back-office revenues
and benefits system, Stephen said. It has also reduced the time it takes
to train staff from four weeks to two weeks, he said.
The council plans to roll out a network of six further customer service
centres across Newcastle by 2007. It has also been nominated for a
British Computer Society business achievement award
(http://www.bcs.org/BCS/Awards/Awards/Professional/Medallists),
the results of which will be announced on 19 October.
NEWS IN BRIEF:
+05: WI-FI TEMPLATE: Best practice guidance for UK councils
establishing public wireless broadband internet in cities is to be
developed by Lewisham Council with public sector e-government
consortium London Connects. Working with public wireless company
BT Openzone, the initiative is part of the national project for mobile
working (NOMAD):
http://fastlink.headstar.com/lewisham1 .
+06: WIRELESS LIBRARY: Meanwhile, what is billed as the largest
wireless installation in a public building in Europe is set to be unveiled
next Tuesday at the British Library. The library is to switch on wireless
connectivity throughout the building to coincide with a briefing on e-
enabling public environments in the UK by minister for e-commerce
Stephen Timms:
http://www.bl.uk .
+07: INFORMATION GUIDES: Guidance on the Freedom of
Information (Scotland) Act has been published by the Scottish
Executive. The code of practice aims to help Scottish public authorities
in their adherence to the act:
http://www.scotland.gov.uk/library5/government/sedfpa-00.asp .
[Section One ends]
++SPECIAL NOTICE: Freedom Of Information:
- The 100-Day Countdown.
- An E-Government Bulletin Seminar
- 21 September, CBI Conference Centre, Centre Point, London
E-Government Bulletin's series of successful one-day seminars on key
e-government topics continues with a valuable run-through of what
you need to know, and actions you need to take, in the last 100 days
before full implementation of UK Freedom of Information law.
Speakers include Graham Smith, the UK's Deputy Information
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For further information and to register see:
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[Special notice ends].
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[Special Notice ends].
++SECTION TWO: INTERVIEW
- ANDRE SANTINI.
+08: E-Democracy Champion with an Iron Constitution
by Dan Jellinek.
The web site of senior French politician Andre Santini
(http://www.andre-santini.net) declares: "Andre Santini has rounded
the decisive cape of his sixtieth year. Despite his great age, he still
possesses a generous stature and an iron constitution." Further down,
after citing his senior ministerial achievements, the site notes that
Santini's record represents "A suitable legacy to satisfy his ego -
immense!"
Few politicians are brave enough to take a tongue-in-cheek approach to
their personal biographies, but Santini is at home using the informal
medium of the web, being one of Europe's leading e-democracy
pioneers. He is the mayor of the Paris suburb Issy-les-Moulineaux
(http://www.issy.com - English site at
http://www.issy.com/Rub.cfm?Esp=1&Rub=19), which since the mid-
1990s he has striven to transform into a global exemplar of e-
government and e-democracy.
Today, Issy residents can watch council meetings on the web,
addressing questions to councillors by email; a Citizen's Panel of 750
residents is surveyed every three months online on local issues; the
council allows its Conseils de Quartier (neighbourhood councils) to
have direct input into the spending of 10 per cent of the city's budget
through online consultation; and there is internet voting for election to
the neighbourhood councils.
Santini is also co-president of the internet, ICT and e-commerce
working group of the French Assemblee Nationale, and president of
the Global Cities Dialogue (http://www.globalcitiesdialogue.org), a
worldwide network of cities which aim to create an information society
without a digital divide and based on sustainable development. And
this month (29-30 September) sees him hosting the fifth Worldwide
Forum on e-Democracy (http://fastlink.headstar.com/idem1), an event
founded by Santini in 2000.
In an exclusive interview with E-Government Bulletin ahead of the
forum, Santini says the potential of new technologies to impact on
democratic process has never been greater.
"For the past year, current events have provided us with new examples
of the impact of new technologies on our daily life, and even more on
the democratic process. From the mobilisation of public opinion in
Spain by SMS after the terrorist attacks of 11 March that challenged
the official version of the party in power and led to its defeat in the
general elections, to the overwhelming victory in South Korea of the
party of President Roh, brought about by the younger generation
mobilised by the internet and cell phones, to the digital photos taken by
American soldiers in Iraq and the Howard Dean phenomenon during
the American presidential campaign, the impact of technology on
democracy has demonstrated its potential.
"In France, regional elections in March and European elections in June
made it possible to further develop the use of information and
communication technologies during electoral campaigns. I experienced
this first-hand and even though I know that we have a long way to go
to obtain effective results, I was grateful for the mobilisation potential
that these tools provided. These elections also made it possible to use
voting machines for the first time in about 20 French cities. Once
again, this is a stepping stone to internet voting, a system that is
accepted at this time for professional elections such as the one
announced by the Minister of the Interior at the Worldwide Forum on
e-Democracy last year. I am convinced that this system can also
contribute to encouraging voter turnout during general elections and I
am very happy about the French Prime Minister's declaration that this
system would be implemented for the European elections in 2009."
One of Santini's areas of interest is the relationship between the
internet and human rights, and in 2000 he formed a group to write a
paper on the topic, the "Livre blanc sur les droits de l'homme
numirique" (White paper on the rights of digital man). He still feels
strongly that the rights of internet users must be protected, "now more
than ever before. Mail tampering, cybercrime, violation of basic human
rights, attacks on freedom of expression . . . every day brings a new
burning debate and more unanswered questions.
"Now, with the white paper, we hope to make our contribution to the
national debate and would like to see it extended beyond our borders.
The question is not one of regulating the internet, a world network that
is the modern symbol of freedom of expression. On the contrary, it is a
question of strengthening human rights on the networks by protecting
the anonymity of the users and by extending their rights to use digital
networks as they wish and in total freedom."
The risks of crime and violations of rights will only increase with the
greater use of mobile technologies, Santini says. "All governments
today are sensitive to cybercrime. But their legitimate concern to
punish the perpetrators of these acts is juxtaposed to the no less
legitimate demand of citizens to maintain their privacy."
But mobile technologies will also open up huge opportunities for
boosting democracy, potentially even more than the internet, he says.
"The cell phone has conquered the planet in just ten years: more than
one person out of five owns this little device today and its functions go
far beyond that of the traditional telephone. It is certainly the
technology that has undergone the biggest boom in history, with 20 per
cent worldwide penetration rate in one decade, far ahead of electricity,
stationary telephones, the television and the computer. Even though
growth is slowing down in Europe, the US and Japan where more than
two-thirds of the population own a cell phone, it is exponential in
China, India and in Russia where the number of new customers more
than doubled in 2003.
"The world of politics cannot ignore this new channel of
communication with its citizens. Sending an SMS to inform people
about a local event, a weather alert or the arrival of an administrative
document has become commonplace for the many inhabitants of our
modern cities. The use of cell phones to access everyday services, such
as paying for parking, is growing. In Europe, cities like Helsinki,
Bremen and Issy-les-Moulineaux are testing these new services.
"I also clearly remember the mobilisation of Spanish public opinion
after the terrorist attacks of 11 March in Madrid. How could such a
mobilisation have taken place without cell phones? The development
of citizen participation by cell phone may even have more of an impact
on political life several years down the road than that of internet on the
computer."
Ultimately, Santini is optimistic about the outcome for democracy. "I
am convinced that our democracy, incomplete by nature, will receive
new impetus through the new technologies, even if we are all aware
that technology is not a panacea and that we must still work on the real
causes of the democratic deficit that affects all Western countries.
"With better educated and better informed citizens, we will undergo a
peaceful revolution that will make it possible to share decision-making
and to take the opinions of all of our citizens into account."
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[Special notice ends].
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++SECTION THREE - FOCUS
- WI-FI.
+09: Community Spirit in the Ether.
by Mel Poluck.
When a consortium of town planners, academics and technology firms
laid out the plans to develop a "virtual village," located in a suburb of
Helsinki in 2000, they aimed to create the world's first wireless
interactive community.
The area would contain new schools, offices and houses and to link
them all, Finland's fastest neighbourhood-wide wireless area network.
Accessible to workers, residents and students, users would be
connected to one another at data speeds of one gigabyte per second
simply by turning on their mobile phones.
The vision is now well on the way to being realised, with construction
of the new suburb Arabianranta (http://fastlink.headstar.com/ara1 or
new test site: http://fastlink.headstar.com/ara2) half-way to completion.
It will be finished in 2010, and the area is already thriving with around
4,000 residents, 6,000 students and 4,000 workers. By 2010, project
leaders predict there will be 10,000 residents and 8,000 workers based
there.
This year saw the introduction of Helsinki's Virtual Village wireless
area network. Users can connect using any wireless handset, as well as
through their home computer and digital television set. They can use
the system to consult personal documents such as calendars,
communicate with other Arabianrantans, or use local services
regardless of location: by computer at the office, by TV at home, or by
mobile phone as they travel.
The consortium Art and Design City Helsinki (ADC) at the helm of the
project consists of town planners, academics from the University of Art
and Design Helsinki and technology firms such as Finland's Sonera
(http://www.sonera.fi) and Digia (http://www.digia.com). There are
around a dozen partners in all, mainly from the private sector.
One of the aims of this "virtual village" is to allow residents, workers
and students to create their own sub-communities from wherever they
happen to be, so the citizens themselves will provide the network's
content. All houses have an internal network running on wireless
broadband allowing residents to discuss local matters under the
auspices of a resident moderator.
Houses also have several e-services provided by ADC such as the e-
caretaker service, allowing booking of residential services such as
security, babysitting, dog-walking and cleaning for residents at reduced
prices. ADC also acts as a mediator for products that are needed by
several residents at a time and offers a job-matching service to
residents and local companies.
The estimated budget for setting up Helsinki's virtual village - to be
shared by Sonera, ADC Helsinki, and the Finnish Ministry of
Technology - was 1.2 million dollars, although the project's leaders
will not reveal the actual expenditure level so far.
All services are managed and delivered by ADC and while the local
council does not have any direct involvement, the City of Helsinki has
a representative on the project's board of directors.
One major challenge for the project has been to address citizens'
concerns about privacy. Each house has its own part of the network, to
which only certain residents, maintenance workers and e-
housemanagers can have access. "Safety is one of the most important
questions," says Kari Raina, managing director of ADC. "Because in
Helsinki Virtual Village there are students, residents and companies,
we can't take any risks on privacy and security.
Raina says the project's managers have solved this problem by
allocating one moderator (the e-housemanager) for each house. He or
she decides who is allowed to join the house-site's discussions,
decision-making and documents.
According to Raina, people discuss common local problems such as
traffic issues, city planning, and housing using the wireless network.
"When they have been discussing some issue long enough, the e-
housemanager contacts me or starts to find out who is responsible in
the city administration and tries to get an answer," Raina says.
But do people interact more with their local government as a result of
all of this increased access and always-on convenience? "Yes," says
Raina. "Before, when some residents sent a letter to [the administrative
office], it took several months to have the answer because of the
bureaucracy. Now, according to the new tools, the answer should be at
the same time. People are reporting things like dirt on the streets and
wrongly parked cars. In that sense, the interaction has increased but is
also changing its forms," he says.
Raina says the biggest hurdle is that citizens and particularly
administrative units, are quite conservative when it comes to take-up.
"One of the biggest problems was to get people to use these kinds of
new services, to get them to understand that it will help their life,
especially after the late 1990s rise and fall of internet services got
people quite suspicious and there was much negative attitude against
electronic services," he says.
"Nowadays these other services are more or less 'business as usual'
and it's easier to adopt new services through the internet and wireless.
But residents are still not very familiar with these new services, so we
think it takes time," Raina says.
He says the project's biggest successes so far include the penetration of
digital services across the community and the creation of a sense of
social responsibility on the part of the schools and companies involved.
But there have been hurdles. When, for example, queries are received
on the network by a member of ADC or an e-housemanager, they then
have to find the right person to resolve a problem or need. "It takes a
long time to get answers, and to get the information back to people,
again takes some time," Raina says. The tools they have in place on the
Arabianranta network for discussions to take place and decisions to be
made in the community create a lot of pressure on administration, he
says. "We need some new tools between citizens and the
administration," Raina says, "and that's just what we are seeking in the
Intelcities project."
The EU Intelcities programme (http://www.intelcitiesproject.com), of
which Helsinki is a member, aims to test and develop e-democracy
services between citizens and local administrations. They recently
provided a questionnaire to 500 Arabianranta residents on e-democracy
including questions on the use of mobile services. The results should
help to shape what is turning out to be one of the world's most
interesting experiments in e-citizenship.
[Section Three ends].
++SPECIAL NOTICE: Test Your Site's Accessibility.
The accessibility of public sector web sites - ensuring all can access e-
government services as far as is reasonably possible - is a moral and
legal imperative for UK public bodies. But the area can seem complex
and technical.
Now Headstar, the publishers of E-Government Bulletin and its sister
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For more information please email:
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[Special notice ends].
++SPECIAL NOTICE: The UK's Most Comprehensive
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- Special Discount Offer.
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[Special notice ends].
++END NOTES.
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ISSN 1476-6310
+PERSONNEL
- EDITORIAL.
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Deputy editor - Derek Parkinson [log in to unmask]
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[Issue ends].
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