Antwerp use case

A-Stad (antwerpen.be) is a digital platform, created and managed by the city of Antwerp, that includes newsfeeds, e-forms for document requests and administrative formalities, a tool for appointments, all kinds of practical information and so on. The platform includes all the city’s (e-)services for citizens. Citizens, as well as non-citizens can make a personalized profile (A-profile) on the platform.

There is a gap between our citizen population and the use of the platform, as in fact, LECTOR (Life Events CiTizen platform) use case ought to contribute to the improvement of the platform's reach by enforcing 'loyalty' (keeping current users active) and enhancing 'entry' (attracting non-users to start using the platform). This scope suits the policy agreement 2013-2018 whereas it is stated that:

  • digital communication is the standard rule and is kept up-to-date to its trends (1SSB0504)
  • the city's contact with citizens, companies, visitors and students is experienced as being easily accessible (1HSB0202)

by the enforcement of e-inclusion, the city of Antwerp is supporting digitally excluded citizens in the context of its digitalization process (1HSB020201, 1HHM0107).

Since the CITADEL-project mainly focuses on (e-)services that the city of Antwerp delivers as a public administration body, City of Antwerp executives want to propose developing a use case for the 'E-loket'. The E-loket centralizes all the document requests, tools for appointments and administrative matters, i.e. the public administration's services in a 'strict' sense. Front-end services are divided into 23 categories such as birth and adoption, certificates and licences, city and pólice and many more.

Under each category, multiple e-forms/pages are listed but with little or no redirections or information beyond the borders of our own organisation as a local PA. An accurate, dynamic live-event approach is missing and can be an effective way to stimulate our citizens to use the E-locket for these matters instead of using its analogue alternatives, i.e. calling to the central phone number or going to the local city office. The main idea is to make the E-locket more citizen-centric and making it more accessible and user-friendly by doing so.

City of Antwerp targets provisioning personalized, dynamic e-government services based on (amongst others) life events. Compared to VARAM there is a big difference related to the government level (city of Antwerp=local, VARAM=national) and hence differentiation in content of e-government services offering (most likely also differences in how services are catalogued and exposed).