START Conference Manager    

How a unified user-centric interface provides Flemish citizens with a solution for fragmented government information

Siri Craen and Katrien Mostaert

(Submission #310)


The Flemish Government is ambitiously reforming its public service. It aims to digitise all customer transactions by 2020. One of the ways to achieve this is to evolve to an information-driven government in which information is shared and used across the different levels of government in Belgium, including local governments. Today, public services are fragmented across over 800 digital channels of government administration in the region of Flanders (Belgium) alone, causing administrative burden and frustrations, as citizens are expecting a unified service. Furthermore, geo-information and non-geo-information are often separated, while 80% of data used by public services is location-based. Given the autonomy of the various public service entities, the fragmentation of information, and budget constraints, it is not feasible to rebuild the entire e-gov ecosystem into a single portal. Therefore, the Flemish Government has been building a unified ‘citizen profile’, which supports citizens on the affiliated governmental portals, by integrating status information of various public service transactions. This allows citizens to access all of their personal information in one resource, regardless of which authority or channel provides it. The information is structured according to themes that have a significant impact on a citizen’s life (e.g. residence and real estate, work, education). The Flemish Government is closing the gap between location-based information and non-geographical information via the interoperability programme “Open Standards for Linked Organisations” (OSLO), which focuses on the semantic level and extends the EU ISA CORE Vocabularies in order to facilitate the integration of different base registries. In this presentation we will create insight into this radical transformation, which involves great challenges technically, politically, legally, organisationally, and in terms of work culture. The lessons learned can speed up the process in other countries that face the complexity of integrating e-government portals in a user-centric approach.


Topic Area:  [2.5] Local – Regional cooperation
Abstract Type:  Oral Presentation

Additional Fields

Academic:   No
Data Provider:   No
Data User:   Yes
INSPIRE Implementer (IT):   No
INSPIRE newbies:   No
Policy Officers:   Yes
Public Administration (MS/Regional/Local):   Yes
Thematic specialists:   No

START Conference Manager (V2.61.0 - Rev. 5269)