CITADEL, using emerging technologies, will capture data from different sources (citizens, service users and civil servants) associated with Exit, Entry, VoiceandLoyalty, and use them to understand the use (or not) of digital public services by citizens, so as to transform PAs, in order to improve the efficiency and inclusiveness of public services. 

By analysing Loyalty and Voice, CITADEL can understand how satisfied citizens are with digital public services. In addition, the project will extend user Loyalty (satisfied citizens) and Voice (users´ opinions) through co-creation, by allowing citizens to take active part in the creation of new public services and increasing uptake. 

By analysing Exit, data can be used to transform the public policies and processes, and to bring citizens back in, where possible

By analysing Entry, CITADEL can include the views of citizens who do not use a given public service as part of Voice, with a view to increase the participation of citizens in the PAs.

CITADEL follows a multidisciplinary approach to understand users´ behaviour when interacting with PAs in order to improve their policies and processes through ICTs with a view to providing recommendations towards better public value. CITADEL approach is composed of two main processes that use ICT technologies as a Key Enablers. These two processes are “Understand to Transform” and “Co-create to Transform”. 

Understand to transform

The objective of this process is to collect all the available information coming from citizens (collected by means of existing open data repositories and information directly provided by the users of the services) and other stakeholders in order to analyse and understand which are required the transformations needed to be carried out in in the policies and processes of the PAs in order to deliver services with higher added-value, more effective and more efficiently. The mains steps in this process are:

1. Collect information. CITADEL will collect information related  to: (1) the context of the citizens (culture/legislative/ socio-economic) by means of existing open, but also surveys carried out in the use cases environments and (2) the behaviour and opinions of citizens that use the public services.

2. Understand the collected information. CITADEL will use semantic and big data techniques to select the relevant information for each situation based on a set of parameters that help PAs understand the needs of the citizens and the behaviour of the users of the public services.

3. Transform PAs. CITADEL will provide the PAs with a set of contextualized recommendations and guidelines for transforming their policies and processes. These will be accompanied by a report containing Key performance indicators based on the results of big data analytics with the aim of improving the services delivered to the citizens by the PAs based on the formers’ opinions and feedback. The results of these evaluations and recommendations will trigger the next CITADEL process: Co-create to Transform.

Co-create to transform

The objective of this process is to increase the participation of citizens and other stakeholders in the PA system by means of facilitating their involvement in the creation or modification of the public services. The mains steps in this process are:

1. Identify the needs of potential new services. CITADEL will facilitate the identification of new services based on the analysis of the behaviour of the public services users and on the assessments provided by those users. 

2. Team up. CITADEL will provide all the means to facilitate the cooperation of among citizens, other stakeholder and PAs for building an open and collaborative government where the main objective is to collaborate for deciding, prioritizing and defining the new public services based on the identified opportunities.

3. Co-create. CITADEL will guide the co-creation process developing a tool-supported methodology that could be customized according to the different characteristics of each PA. This customization can be due to the nature of the legal system, nature of the service to be co-created, the target groups and so on. The co-creation collaborative tool will allow all stakeholders involved in CITADEL co-design, at conceptual level, the selected Public Services.

The implementation of these two processes will be enabled by ICT technologies through the ICT enablers, which will be integrated in the CITADEL Ecosystem.  

The CITADEL ecosystem is an open and scalable solution based on innovative ICT Technologies such as cloud-computing, big data, or semantics that allow understanding, transforming and improving the public sector.