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Promoting Equity in access to eGovernment services eurohealth.ie

Promoting Equity in access to eGovernment services www.eurohealth.ie. European Institute of Women's Health. NGO - Promote gender equity in health at EU and national levels. Structure: Board - European Expert Advisory Group – EU Network EU research projects:

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Promoting Equity in access to eGovernment services eurohealth.ie

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  1. Promoting Equity in access to eGovernment services www.eurohealth.ie

  2. European Institute of Women's Health NGO - Promote gender equity in health at EU and national levels. Structure: Board - European Expert Advisory Group – EU Network EU research projects: Health (literacy) information for women and families. Engender: Inventory of good practices on policies and programmes a promoting gender equity in health Developing: CanLib, HealthLib MOVE – accessibility requirements iSAC+6: Managed health information for citizens (ICT) Early adapter of Web – 1995, involved in EU actions in health, education 1996. Information growth - 2010 +800 pages hits over 21m. Information growth forecast x 4 in next year (at least)

  3. Eurohealth.ie – Objectives: Inform, discuss, influence and answer questions from ranges of EU citizens, whose interests: can range from health, medical, policy, decision making. It can also be from their personal interest as concerned / informed citizens with an interest in health or health services and policy. This group covers ranges of interests, language, educational attainment and culture. To achieve the objectives requires : • Increased efficiency and quality, manage the speed to publish, • Provide consistent presentation templates which remain fully accessible • Manage the citizens needs giving services that are consistent using models of best practice. Meet the need to provide inclusiveness to all sectors of the population.

  4. Why iSAC? Innovative, multilingual and designed from citizen-centered, inclusive, community information experiences. Give our staff/management friendly back end services with accessibility requirements managed Built to meet needs of a citizen centric eGovernment service model Can answer questions while understanding nuances in local language SAC-based on proven solution for integrated channel management - providing the public more easily with added value information and services Language services: Understands open questions, made in citizens natural language with: Orthographic errors, using non administrative language, informal local jargon, and based on Open Source Software platforms and services that can use your existing databases and provide ongoing community support/development Will be able to process in 6 European languages

  5. no license costs Lower maintenance costs What is iSAC ? It is amultilingualon-line SAC designed following a citizen-centered, citizen-inclusive and community-centered approach. It is OSS (Open Source Software) Does not require an ad-hoc database since asit can retrieveknowledge from existing databases It has developed on from the expertise of existing SACs in local administrations, i.e., face-to-face and phone services SAC = Services for the Attention of Citizens

  6. iSAC core services model Public information & City information including: • Available services (public & private) • Activities, calendar of events • Learning opportunities • Public hiring calls • Mobility & transportation • NGOs, voluntary organisations • Map & geographical information Provide public procedures, models, forms Access to participation processes and activities

  7. EIWH service model Case study 1: Engender • Provide facilities to upload and update data to a non technical audience of experts • User centred - Involved in the design input and data requirements. Case Study 2: MOVE • Provide accessible services to/for PWD's and Elderly • Ability to provide quick feedback • Information on mobility and transportation • Utilises map & geographical information • Mobilises people socially and economically

  8. A typical usage from citizens’ point of view 1 Citizens’ questions are submitted through the organisation website iSAC allows citizens to limit the number of results by selecting one or several sets by which the relevant database is organised 4 A preliminary answer is provided, unless the question is not understood, or there is no clear information to be retrieved 3 2 The service identifies a citizen’s language and asks for confirmation before proceeding in that language 5 Provision of answer

  9. Human intervention If no results were identified in the available database, an alternative path is offered: an on-demand phone call-back, an SMS or an e-mail message, iSAC also allows the user to reformulate the question by using other terms or by refining the question.

  10. www.isac6plus.eu www.eurohealth.ie

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