Public Access Center Amsterdam (NL0053)

Brief Description of the Commitment

We are working on an Public Access Center Amsterdam. Everyone with an information request can turn to the Openness Center Amsterdam. At the Openness Center, you can receive assistance with searching, finding, and using information, both digitally and physically. Additionally, the Public Access Center serves as a hub for dialogue on open government, a space for co-designing with users, a platform for knowledge development and sharing, and a venue for organizing dissent.

Problem Definition

1. What problem does the commitment aim to address? • Everyone has the right to access information. However, for many people, government information is difficult to find or understand/use. Not everyone has the same information needs, information literacy, digital skills, and/or language skills. While it may be sufficient for one person to simply place information “as is” on a website, it may not be accessible for others due to various reasons. • This means that a significant group of potential users lacks (easy) access to information, with all the resulting consequences: they cannot hold the government accountable, cannot fully participate, and this affects trust and other factors.

2. What are the causes of the problem? • There are several causes of this problem, including: - The Open Government Act requires information to be made accessible in digital form but does not address physical accessibility. The designated contact person, as stated in the law, can partially bridge this gap. - The government’s information management is not in order, making it unclear what information the municipality possesses. - Insufficient consideration has been given to the comprehensibility and accessibility of documents for everyone. - Inadequate service provision has been organized for information requests regarding recent information, while this differs for historical information. - Insufficient consideration is given to the impact and outcomes for different target groups when designing systems and processes, without input from the target groups themselves. - Etc.

Commitment Description

1. What has been done so far to solve the problem? • In recent years, the focus has primarily been on internal organization and laying the foundation: implementing information management systems, streamlining processes for handling information (Woo) requests, shaping organizational behavior and culture, establishing operational rules, and so on. While this forms an important groundwork, it is not sufficient to reach a broad audience as described earlier. • Amsterdam has established the publication platform open.amsterdam for proactive disclosure of information. The development of this platform involved conducting user research, which informed the launch of an initial version (0.1). Based on the experiences thus far, there are plans for further development of open.amsterdam as part of the Public Access Center Amsterdam.

2. What solution are you proposing? • Placing only legally required information on a website is insufficient. We need to engage in conversations with users to understand their information needs, how they prefer to receive information, and when. It is essential to consider all potential users, including those with limited digital skills or low literacy. • At the Public Access Center Amsterdam, anyone can seek assistance with information inquiries, both digitally and in person. For example, there are individuals available to help with searching, finding, and utilizing information. Through these efforts, we expand the role and responsibilities of the designated contact person mandated by the Open Government Act. We also facilitate dissent through an external advisory group, foster learning and development, and actively disclose additional information of societal importance.

3. What results do we want to achieve by implementing this commitment? • As a result of this commitment, anyone with an information request can turn to the Municipality of Amsterdam. This means that we have organized our services both digitally and physically to assist individuals with various information queries, needs, and skills, helping them search, find, and use information effectively. • By involving potential users in the design of the Public Access Center and organizing dissent, we aim to ensure that the services provided by the Center align well with the existing needs and ultimately better achieve the goals of an open government. • Emphasizing knowledge sharing and development enriches the expertise of municipal employees, leading to continuous improvement in service delivery. Simultaneously, it contributes to the knowledge development of residents regarding a transparent government.

Commitment Analysis

1. How will the commitment promote transparency? Government information is being made more accessible to a wider audience and is better aligned with user needs through this approach. Additionally, emphasis is placed on knowledge development and sharing, enabling more people to become aware of their information rights in the Netherlands and make better use of them.

2. How will the commitment help foster accountability? As mentioned earlier, this approach allows more people to access information in a way that meets their specific information needs.

3. How will the commitment improve citizen participation in defining, implementing, and monitoring solutions? The first step in implementing this initiative is organizing a design workshop with residents and community organizations to discuss the scope and priorities of the Public Access Center. Additionally, an advisory group will be established to facilitate constructive feedback and consolidate knowledge, ensuring the best possible outcomes are achieved.

Commitment Planning (Milestones | Expected Outputs | Expected Completion Date)

User session | Gathering needs Action plan Prioritization Advisory group | September 2023

Opening of Public Access Center 0.1 | Opening during the Digital Rights Week | December 2023

Closing of project | Depends on the achievement of the first milestone | December 2024