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Denmark

Overview of own cases and benefits (DK0055)

Overview

At-a-Glance

Action Plan: Denmark Action Plan 2017-2019

Action Plan Cycle: 2017

Status: Active

Institutions

Lead Institution: Danish Agency for Digitisation

Support Institution(s): The Danish Business Authority, the Danish Customs and Tax Administration, the Danish Agency for Labour Market and Recruitment, the State Administration, the National Agency for IT and Learning, the Ministry of Environment and Food, the Ministry for Children and Social Affairs, the Danish Court Administration, The Danish Labour Market Supplementary Pension Fund (ATP), Local Government Denmark

Policy Areas

E-Government, Public Service Delivery

IRM Review

IRM Report: Denmark Design Report 2017–2019

Starred: No

Early Results: Pending IRM Review

Design i

Verifiable: No

Relevant to OGP Values: Access to Information Technology

Potential Impact:

Implementation i

Completion:

Description

What is the public problem that the commitment will address?: Today, authorities receive many inquiries from citizens and businesses who want to be updated on the status of the processing of a case they are involved in, get a status on payment of benefits or other dealings with the public sector. Moreover, the authorities want to provide a better service to citizens through personalized data, including insight into data about citizens. Via the joint-public case and benefits overview, citizens and businesses can get access to this information and feel more at ease in terms of their dealings with the public sector; What is the commitment?: A joint-public reference architecture will be developed for the case and benefits overview. Use of the joint public architecture will create coherence in data display across Danish authorities so that citizens can, for example, get an overall overview of cases and benefits managed by various authorities. This will allow the authorities to develop overview solutions individually and jointly. The national portals, borger.dk and VIRK are required to display the data that authorities wish to display via the overview. From 2017, a joint-public reference architecture will be developed for authorities to use. In 2018 and until 2020, authorities will use pilots to develop the overview and display relevant data to citizens and businesses.; How will the commitment contribute to solve the public problem?: The overview will allow authorities, citizens and businesses (via a joint reference architecture) to engage in better dialogue and acquire shared knowledge. Accordingly, it is expected that authorities will receive fewer calls regarding case status and that citizens and business will experience a greater sense of security.; Why is this commitment relevant to OGP values?: The commitment is relevant because it provides citizens and businesses better insight into the authorities’ data, makes it possible for authorities to tailor information to citizens in the relevant context, and enables citizens to become more involved in their own case and thus feel more at ease with the authorities’ dealing with a given case, for example the details of the payment of a social benefit; Additional information: Link: https://www.digst.dk/Strategier/Initiativer/Let-hurtigt-og-godkvalitet/Fokusomraade-1

IRM Midterm Status Summary

Commitment 6: Overview of own cases and benefits

Language of the commitment as it appears in the action plan:

A joint-public reference architecture will be developed for the case and benefits overview. Use of the joint public architecture will create coherence in data display across Danish authorities so that citizens can, for example, get an overall overview of cases and benefits managed by various authorities. This will allow the authorities to develop overview solutions individually and jointly. The national portals, borger.dk and VIRK are required to display the data that authorities wish to display via the overview.

From 2017, a joint-public reference architecture will be developed for authorities to use. In 2018 and until 2020, authorities will use pilots to develop the overview and display relevant data to citizens and businesses.

Milestones:

6.1 Analysis of users' needs

6.2 Development of reference architecture

6.3 Implementation of pilots in collaboration with the authorities, in order to test architecture and concepts for user interfaces

6.4 Implementation of the initiative to be agreed with partners in further detail

Start Date: October 2016

End Date: December 2020

Editorial note: For the full text of this commitment, see "The Danish OGP National Action Plan 2017–2019," Danish Agency for Digitisation, https://en.digst.dk/policy-and-strategy/open-government/open-government-partnership-ogp-action-plan/, pp. 17–18.

Context and Objectives

This commitment relates to the government's overall openness agenda. It aims to address the problems citizens have with requests for status updates on their cases with the public sector (e.g., payment of benefits). With the initiative, the authorities also seek to provide improved service through personalised data. The initiative aims to provide a common public sector overview of cases and services, to allow for easier access to information and increased security in dealings with the public sector. The Agency for Digitisation (AFD) also expects the commitment to lead to fewer case status calls from citizens, thus allowing authorities more time for other tasks. Since the initiative was included in the 2017–2019 national action plan, the AFD considers the topic to be on the political agenda. The prioritisation of this topic reflects the government's broader goal of reducing inefficiency in the public sector and reform of the sector.[Note : Anna Louise Madsen (Danish Agency for Digitisation), interview by IRM researcher, 2 November 2018. ]

Analysing the commitment in the context of OGP values, this initiative can potentially provide citizens with access to better and more information on their own cases related to the public sector. The commitment also uses technology and innovation to bolster transparency.

The verifiability of this commitment, as designed and described in the action plan, is not specific. For example, it would be useful to further describe what is meant by "an overview of cases and services" and "solutions." Furthermore, the milestones refer to "users' needs," which warrants further explanation. However, the milestones are generally verifiable.

The IRM researcher judges the potential impact of this initiative as minor, given the challenges around verifiability and the limited scope of direct citizen engagement in the initiative. The expectation that "authorities will experience fewer calls" as a result of this initiative indicates that the goal exists more to increase efficiency in the public sector than to open the sector for citizens.

Next steps

The IRM researcher recommends the following:

· The AFD could pursue a communication campaign for this commitment—and other digitisation commitments—to ensure that citizens are aware of their development.

· A future iteration of this commitment could go further than access to information by strengthening its focus on how citizens can hold government accountable for not responding to requests in a timely manner.

· Municipalities and regions could be increasingly involved in the upcoming OGP multi-stakeholder forums, given the importance of local authorities to the success of this commitment (and others) and their more direct contact with civil society.


Denmark's Commitments

  1. Open data for citizens and media

    DK0050, 2017, E-Government

  2. Data registers on a shared public distribution platform

    DK0051, 2017, E-Government

  3. Information portal for day-care facilities

    DK0052, 2017, E-Government

  4. Open data and Smart City forum

    DK0053, 2017, Capacity Building

  5. Open Data DK

    DK0054, 2017, Capacity Building

  6. Overview of own cases and benefits

    DK0055, 2017, E-Government

  7. Nationwide deployment of telemedicine

    DK0056, 2017, E-Government

  8. My Log

    DK0057, 2017, E-Government

  9. Civil Society National Strategy

    DK0058, 2017, Marginalized Communities

  10. Report a rule

    DK0059, 2017, E-Government

  11. OGP Forum

    DK0060, 2017, OGP

  12. Denmark’s country program for Uganda

    DK0061, 2017, Aid

  13. The 18th International Anti-Corruption Conference

    DK0062, 2017, Anti-Corruption Institutions

  14. IATI (International Aid Transparency Initiative)

    DK0063, 2017, Aid

  15. Service check of local government consultations

    DK0034, 2014, Public Participation

  16. Call on all municipalities to facilitate advance voting

    DK0035, 2014, Marginalized Communities

  17. Letter of invitation to first-time voters urging them to vote

    DK0036, 2014, Marginalized Communities

  18. User friendliness requirements regarding digital self-service solutions

    DK0037, 2014, Capacity Building

  19. Plan for inclusion during the transition to digital communication

    DK0038, 2014, Capacity Building

  20. Common public sector digital communication campaign

    DK0039, 2014, Capacity Building

  21. Principles for collaboration on the modernisation of the public sector as well as the establishment of a centre for public innovation

    DK0040, 2014, Capacity Building

  22. “Free Municipality” pilot projects

    DK0041, 2014, Subnational

  23. Recommendations from growth teams

    DK0042, 2014, Private Sector

  24. Strategy for Digital Welfare

    DK0043, 2014, E-Government

  25. Implementation of a new charter for interaction between Volunteer Denmark/Associations Denmark and the public sector

    DK0044, 2014, Civic Space

  26. “Open Data Innovation Strategy” (ODIS)

    DK0045, 2014, Capacity Building

  27. Data Distributor for the distribution of basic data

    DK0046, 2014, Open Data

  28. Open Government Camp 2014

    DK0047, 2014, Capacity Building

  29. Open Government Assistance to Myanmar

    DK0048, 2014, Aid

  30. Opening key public datasets

    DK0049, 2014, Capacity Building

  31. Online Open Government Partnership community

    DK0001, 2012, E-Government

  32. Online OGP handbook for public authorities and institutions

    DK0002, 2012, E-Government

  33. Starred commitment Management labs and new forms of co-operation

    DK0003, 2012, Public Participation

  34. Consultation and Transparency of Development Aid Programmes: Design aid programmes

    DK0004, 2012, Aid

  35. Innovate with Aarhus

    DK0005, 2012, Capacity Building

  36. Citizen self-services: Increasing the use of user ratings in the citizen’s port borger.dk

    DK0006, 2012, E-Government

  37. Open Government Camp

    DK0007, 2012, OGP

  38. Renewed effort for open government data

    DK0008, 2012, E-Government

  39. Regional initiative on open data

    DK0009, 2012, Open Data

  40. Reuse of open source software in the public sector

    DK0010, 2012, E-Government

  41. Citizen self-services: Binding guidelines for self-service solutions

    DK0011, 2012, Capacity Building

  42. Citizen self-services: Guidance and information on accessibility to digital solutions

    DK0012, 2012, E-Government

  43. Citizen self-services: Peer-to-peer learning programmes to help citizens use digital self-service

    DK0013, 2012, Capacity Building

  44. Citizen self-services: Location-based content and re-use of content in borger.dk

    DK0014, 2012, E-Government

  45. Less reporting through increased re-use of key data

    DK0015, 2012, E-Government

  46. MyPage” for businesses

    DK0016, 2012, E-Government

  47. Companies to be “born digitally”

    DK0017, 2012, E-Government

  48. Creating a mediation and complaints institution for responsible business behaviour

    DK0018, 2012, Human Rights

  49. International human rights conference

    DK0019, 2012, Human Rights

  50. Promote social responsibility in the fashion business

    DK0020, 2012, Private Sector

  51. Reporting on human rights and the climate

    DK0021, 2012, Human Rights

  52. Country by country reporting in the extractive and forestry industries

    DK0022, 2012, Extractive Industries

  53. Legislative principles for the digital age

    DK0023, 2012, Legislature

  54. Consolidated key data

    DK0024, 2012, E-Government

  55. App Store for digital learning resources

    DK0025, 2012, E-Government

  56. Starred commitment Preparing a digital reform of the public welfare areas

    DK0026, 2012, E-Government

  57. Consultation and Transparency of Development Aid Programmes: Transparency in aid

    DK0027, 2012, Aid

  58. Tracking progress of universities’ transition to digital-only administrative communication

    DK0028, 2012, Education

  59. Disclosure of status reporting from the National IT Project Council

    DK0029, 2012, E-Government

  60. Overview of public ICT architecture

    DK0030, 2012, E-Government

  61. Publication of Educational Materials on the Government’s ICT Project Model

    DK0031, 2012, Capacity Building

  62. Smart Aarhus and Smart Region: Smart Aarhus

    DK0032, 2012, E-Government

  63. Smart Aarhus and Smart Region: Smart Region

    DK0033, 2012, E-Government