+++E-GOVERNMENT BULLETIN - ISSUE 170, 17 September 2004. http://www.headstar.com/egb . Please forward this free service to colleagues so they can subscribe - full details at the end. We never pass on email addresses. ++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]. ++SPONSORED NOTICE: SECURITY, INTEROPERABILITY, AUDIT. Do you want to deliver secure web based services, with single sign-on? Do you want to deliver interoperability? Do you want to build a secure intranet to support Freedom of Information? Do you want to secure your xml transactions? Do you need to have full auditing? If you have answered 'Yes' to any of these questions, you should be speaking with Enline plc. Download our free white papers now to learn more about secure services and how we can help: http://fastlink.headstar.com/BusinessDrivers . http://fastlink.headstar.com/XMLSecurity . [Sponsored notice ends]. ++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 Commissioner; Susan Healy, Head of Information Legislation at the National Archives; Kelly Mannix, Corporate Records Manager at Southwark Council; and Michael Cross of The Guardian. Places cost 295 pounds plus VAT for public sector and 395 VAT for private sector delegates. Additional delegates booking at the same time receive a 100 pound discount. For further information and to register see: http://fastlink.headstar.com/freedom3 . [Special notice ends]. +SPECIAL NOTICE: Clarke Mulder Purdie - Helping Drive E-government Uptake. Most central and local government bodies now offer services online, but take-up of these services and levels of awareness among citizens remain low. Clarke Mulder Purdie is a public relations company which specialises in communicating the benefits of technology to the mass consumer market. Our extensive experience includes raising national awareness of broadband technology for BT, and of new mobile services for Orange. We also have experience working with government across a range of issues. If you want to raise awareness of your investment in e-government services and increase take-up of initiatives which are transforming government's relationship with citizens, contact Amanda Purdie on 020 7627 8132 or email [log in to unmask] . [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." ++SPECIAL NOTICE: International Executive Master's Degree In E-Governance. Do you need to strengthen your understanding of the dynamics of decision-making and public administration? Should you improve your knowledge of ICTs? Do you want to develop your leadership potential? Would you like to study for a Master's degree but do not have time to take a year off? The Executive Master in e-Governance is the answer. Starting in December 2004 and lasting 12 months combining classroom and collaborative learning, the programme will take place at seven different leading institutions in six countries in Europe and North America. The course focuses on how to make the best strategic use of ICTs in the public sector. It costs 29,000 Euros including all travel costs and study materials. For more information email Claire Clinton on [log in to unmask] . [Special notice ends]. ++SPONSORED NOTICE: New Specialist Media Monitoring and Press Cutting Service. Special Cuts provides media monitoring for the academic, government, library and e-learning sectors, a first in the press cuttings market. Over 75 per cent of councillors and senior officers view communications as a major strategic factor in building a successful local authority, according to a Mori report for the Local Government Association. But monitoring and evaluation is often skated over in marketing programmes, or missed out altogether. Public and private sector organisations can use coverage tracking to demonstrate effectiveness and cost efficiency of their communications programme, or to identify competitor activity. For more information, visit: http://www.specialcuts.co.uk or email [log in to unmask] . Quote 'e-government bulletin' for a 10 per cent discount. [Sponsored notice ends]. ++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 publication E-Access Bulletin, is offering a range of independent, expert assessment packages to ensure your web services comply with best practice and the law. We can provide you with a clear, detailed report on the current access status of your site, and a list of tasks you will need to carry out to ensure compliance with government requirements. Reports also include results from general quality assurance tests such as link-checking. Taking accessibility action benefits all users, will make your site easier to maintain, and can improve your search-engine rating! For more information please email: [log in to unmask] . [Special notice ends]. ++SPECIAL NOTICE: The UK's Most Comprehensive Independent E-Government Review And Primer - Special Discount Offer. 'E-Government Outlook 2004-05: Key issues for better services' is E- Government Bulletin's second comprehensive, independent survey of a year in UK e-government. The 160-page report includes in-depth analysis of the current situation and predictions and tips for the future. It examines in detail the key issues that everyone involved in e- government projects will have to master in the year to come. Interviewees include European Commissioner Erkki Liikanen; Oxford Professor of E-Democracy Stephen Coleman; and Society of IT Management President Chris Guest. Full results of a new survey of UK e-government practitioners are included, covering what people view as their biggest e-government challenges. In a special offer, our readers can receive a 50 per cent discount, with the discounted price at 125 pounds for public sector and 175 pounds for private sector readers. To find our more and order your discounted copy today, visit: http://www.headstar.com/egovoutlook . [Special notice ends]. ++END NOTES. +HOW TO RECEIVE E-GOVERNMENT BULLETIN. To subscribe to this free fortnightly bulletin as an HTML attachment email: [log in to unmask] or for the plain text version email: [log in to unmask] . To unsubscribe from the HTML version email: [log in to unmask] and to unsubscribe from the text version email: [log in to unmask] . For further information on subscription, including how to subscribe or unsubscribe from an alternative email address and how to find out if a particular address is subscribed, see: http://www.headstar.com/egb/subs.html . +TEN STANDARD: This newsletter conforms to the accessible Text Email Newsletter (TEN) Standard, developed by our sister newsletter E-Access Bulletin. For details see: http://www.headstar.com/ten . +COPYRIGHT NOTICE. - Copyright 2004 Headstar Ltd. Regular circulation or reproduction of the bulletin by third parties is forbidden. 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