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E-services for South Yorkshire - e@sy Connects
Institution: South Yorkshire Public Sector Partnership Organisation
Theme: Institution and HR Management
Implementation Date: Apr 01, 2001
Summary: Not all citizens are able to access information and services on traditional computing platforms such as the Internet.

South Yorkshire has a low population of PC’s within households, therefore necessitating the successful exploitation of alternative channels for the delivery of e-government.

Electronic Services for South Yorkshire (e@SY Connects) was introduced in response to the need to ensure that all citizens have equal access to citizen information and services. e@SY Connects is a public sector partnership consisting of the South Yorkshire local authorities , health authorities, emergency services (ambulance, fire and police), voluntary sector, Yorkshire Forward (Regional Development Agency), South Yorkshire Passenger Transport Executive, Job Centre Plus and a myriad of other organizations, all benefiting from working together offering true joined-up services.

The e@SY Connects approach enables people with no knowledge or experience of using Web/Internet services the ability to access information and services.

It delivers true citizen-centered services, which include rather than exclude people, successfully exploiting innovative channels such as mobile telephones, digital interactive television (DiTV), internet PCs including touch-screen kiosks, and simultaneously reducing the demands upon service providers (public, private and voluntary sector), enabling tangible benefits to be realised by both the citizens who use the services and the service partners who collaborate to offer these new services.

Among the myriad of services available, users can book, view or cancel an appointment with their doctor on-line 24 hours a day, seven days a week – the first service of its kind in the country.

Users can also search for jobs, get advice on education, report a crime or get debt or benefits advice.
Impact: e@SY Connects includes people currently excluded from the benefits of 24/7 citizen information and services, which are currently delivered on traditional platforms such as the Internet.

At the same time, it also assists busy working people and disabled people to access citizen information and services 24/7 using a PC at work or in the comfort of their own home through the Internet or Digital TV.

Aside from benefitting citizens, service providers are also provided access to a uniform platform on which they can provide their information and services directly into 1.5 million homes in the region.

Interactive services have been developed as plug-in modules and are used by other members of the public sector community, taking public service to the citizen.

The approach provides a template for a quick roll out of citizen services and cost savings:
  • A uniform national platform and plug-in download minimises development costs.
  • Direct route to citizens and is less costly than face-to-face service provision.
  • The cost of wasted resources, issues such as non-attendance at pre-booked appointments, can start to be resolved, by allowing citizens access to book, cancel and change appointment bookings.
  • Service providers can provide a higher level of service using the same resources, freeing up valuable resources, making organisations more efficient and cost-effective.

This approach supports the drive to provide citizen and business joined up services across multi-agency providers, and has the potential to raise the perception of the standard of public and voluntary service provision. The learning from this project was shared nationally.

Source: The Good Practice Framework (supported by the Modinis Programme of the European Commission)
Project Home URL: http://www.sycop.gov.uk

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