e-Citizen Charter
Quality standard
Citizenlink continues the e-Citizen Charter (BurgerServiceCode) developed by
the
former
eCitizen Programme
This charter is a quality standard for eGovernment
written from the citizen’s perspective. It consists of 10 quality requirements
for digital contacts, both in the field of information exchange, service
delivery and policy participation.
The charter has been adopted as a quality standard on all levels of Dutch
government. How to implement the charter is explained in the e-Citizen Charter
Workbook. This is an instrument in an awareness and take-up campaign for
politicians, managers and civil servants to stress the importance of:
- a common standard for quality requirements in order to support
interoperability;
- cooperation between government agencies to guarantee integrated services;
- citizen centricity as a condition for take up and enclusion.
The charter is also the basis for the nationwide measurement of citizen
satisfaction about service chain delivery in life events. Morever it is the
evaluation criterion for the annual eParticipation Awards
(www.epractice.eu/cases/clepa).
The e-Citizen Charter is Winner of the European e-Democracy Award 2007
(Global e-Democracy Forum, Paris, October 2007) and Finalist of the European
e-Government Awards 2007 (Ministerial eGovernment Conference, Lisbon, September
2007). Moreover it has received the EU Good Practice Label 2007 and is
recommended by UN, OECD and Council of Europe. To date the eCitizen Charter has
been translated in thirteen languages
(www.epractice.eu/cases/ecc).
10 quality requirements of the e-Citizen Charter
- Choice of communication channels: counter, letter, phone, e-mail, internet.
- Transparent Public Sector: citizens know where to apply for official information.
- Overview of Rights and Duties: the rights and duties of citizens are transparent.
- Personal information service: tailored information, personal internet site.
- Convenient Services: citizens only have to provide personal data once to be served in a proactive way.
- Transparent procedures: openness and transparency of procedures.
- Digital Reliability: secure identity management and reliable storage of electronic documents.
- Considerate administration: government compensates and learns from mistakes.
- Responsible management: citizens are able to compare, check and measure government performance.
- Involvement and empowerment: the government stimulates participation and involvement of citizens.
Contact
M.J. (Matt) Poelmans
Director, Citizenlink (ICTU)
Office Wilhelmina van Pruisenweg 104, 2595 AN THE HAGUE
Mail P.O. Box 84011, NL - 2508 AA THE HAGUE
Phone +31 708887957
E-mail:
matt.poelmans@ictu.nl
Internet www.burgerlink.nl;
www.mattpoelmans.nl
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