Executive Summary

Currently, the public sector is facing important challenges regarding the provision of public services. On one hand, trust from users is deteriorating. On the other hand, the public sector needs to provide better services with fewer resources. Users require accessible, user-friendly, personalised, and integrated public services (IPS) that match their needs and circumstances. In the inGOVproject, we argue that the solution rests in enhancing existing relevant EU work by adopting public service co-creation and by exploiting relevant technologies. Under this assumption and to comply with the grant agreement, this Deliverable 1.1 covers two scientific and innovative objectives:

• S.I.O. 1: to understand stakeholders needs and state of play in IPS co-creation within the EU value ecosystem.
• S.I.O. 2: to construct the GaaS and GaaP conceptual models, meaning the development of the IPS Co-creation Conceptual Model (IPS-Co) and the enhanced Core Public Service Vocabulary (CPSV).

By conducting primary and secondary research, Deliverable 1.1 meets the objectives from an integral approach. The Deliverable is divided into three main sections. Section 1 is composed of five chapters, from 1 to 5, Section 2 of chapters 6 and 7, and Section 3 is composed of chapter 8. Chapter 1 Integrated Public Services provides an overview of the related terms of PS and IPS, together with a summary of their respective models in the European Union. Chapter 2 Scoping Review of Public Services Co-creation critically evaluates co-creation methods and approaches. Chapter 3 A Taxonomy of Public Values and Principles creates a taxonomy of public values and principles with respect to co-creation and IPS based on the academic literature and examines key EU eGovernment initiatives and policies regarding the inclusion of co-creation public values, principles, and guidelines. Chapter 4 Emerging Technologies identifies and critically reviews emerging mobile technologies with potential in IPS emphasising relevance to EU values and eGovernment principles. Chapter 5 (IPS) Best Practices investigates how co-creation in IPS is understood and carried out in practice across five different cases. These five chapters are the foundation for the two models (CPSV-APand IPS-Co) presented in Section 2. Chapter 6 Enhanced Core Public Service Vocabulary presents the enhanced CPSV-AP in order to support, in the framework of inGOV, personalised integrated PS co-creation. This provides the basis for implementing GaaS. Chapter 7 Enhanced IPS Conceptual Model presents the IPS Co-creation Conceptual Model (IPS-Co) derived from the tailoring of the Integrated Public Service Conceptual Model proposed in the 2017 European Interoperability Framework (EIF) by including stakeholders’ collaboration and IPS co-creation. This resulted in the creation of IPS-Cothat provides the conceptual basis to implement GaaP. This GaaP and GaaS approach will be fully developed in Work Package 2 of the inGOV project where the development of the IPS Holistic Framework (IPS-HF) will take place.

Section 3 is composed of Chapter 8 Users’ Needs Elicitation, which elicits the needs and considerations on IPS of the stakeholders of the four inGOV pilots. Stakeholders include citizens and businesses, public servants (both the ones providing the service and the ones providing the IT infrastructure) and policy makers.