Proactive Services ISA² Webinar 19.2 · 2018. 3. 19. · Proactive service vs reactive service...

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Estonia's proactive services and Q&A (ISA² Webinar 19.2.2018)PROF KULDAR TAVETERREGINA SIRENDILab of Sociotechnical SystemsDepartment of Software ScienceTallinn University of TechnologyOn behalf of the Estonian Ministry of Economic Affairs and Communications

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Lab of Sociotechnical Systems

n Modeling, simulation, and prototyping of complex sociotechnical systems:

p Digital servicesp Systems for crisis managementp Information (fusion) systemsp Simulation systems of social phenomena

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Overview

• Thenotionofproactiveness indigitalservices• Proactiveservicevsreactiveservice• Lifeevents• Lifeandbusinesseventservice• AdjustingtheEstoniane-government

architectureforlifeandbusinesseventservices• Complexlifeevents• ApproachtoproactiveservicesinEstonia• PlansforproactiveservicesinEstonia• Reactive-ProactiveFramework• Towardsametamodel forproactiveservices

basedonCPSV-AP• Conclusions

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Proactiveness in digital services

• Flippingtheservicedeliveryfrom“pull”to“push”

• Seamlessdeliveryoftimelyinformationandservices

• Rootedinlifeevents,needs,preferences,circumstances,andlocation

• Personalised,adaptive,discreet,unobtrusive

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Proactive service vs reactive service (Estonian Ministry of Economic Affairs and Communications)

• Proactiveservice isapublicservicethatapublicinstitutiondeliversfollowingitsowninitiativeconsideringthepresumable willbythepersonandthatisdeliveredbasedon theinformationstoredinthedatacollectionsbelongingtothestateinformationsystem

• Proactiveserviceisbasedonlifeandbusinesseventsandcircumstances

• Reactiveservice isaservicethatreliesonthepersontoinitiatetheserviceprocess

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Circle of life events (Estonian Ministry of Economic Affairs and Communications)

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Life events (CPSV-AP):• Havingachild• Becominga(social)caretaker• Startingeducation• Lookingforanewjob• Losing/quittingajob• Lookingforaplacetolive• Changingrelationshipstatus• Drivingavehicle• Travellingabroad• Movingto/fromthecountry• Goingintomilitaryservice• Facinganemergency/healthproblem• Facingacrime• Retirement• Deathofarelative

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Life and business event service

• Lifeandbusinesseventservice isaserviceprovidedjointlybyseveralagenciestoallowaperson,enterprise,orNGOtoperformalltheobligationsandexercisealltherightsconferredonitduetoaneventorsituation

• Alifeorbusinesseventservicecompilesseveralservicesrelatedtothesameeventintoasingleservicefortheuser

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Requirements for a proactive life eventservice of family benefits (five differentgovernmental agencies involved)

Providefamily

benefits

Registerbirth

Initiatepayments

Proactive

AutomatedInformparents

Registerdecision

Hospital Parent Parent Parent

Government

Fast

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Adjusting X-Road for life and business event services (Estonian Information System Authority, draft)

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Complex life event

• Achildisborn• Thechildisdiagnosedwitha

disability• Theparentsapplyfordaycare

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Business process fragment for the complex life event (courtesy by Mariane Koplimaa)

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Proactive service for people with reduced work capacity using agent technology (figure by Lange, 2016)

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Business process fragment for buying orthopedic shoes (courtesy by MaarjaMännik)

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Personalised desktop for a proactive service for people with reduced work capacity using agent technology (courtesy by Maarja Männik)

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Reactive-Proactive Framework(Sirendi & Taveter, 2018)

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Artificial Intelligence for proactiveservices

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Towards a metamodel for designing and implementing proactive services based on CPSV-AP and on Sterling & Taveter, 2009 and Guarino, 2017

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Approach to proactive services in Estonia

• Approachtoproactiveservicesthatisbasedonlifeevents

• Oneormoreproactiveservicestriggeredbyalifeevent

• Mainevents(tobe)covered:ü Birth,death,startingabusiness,family

services• Mainqualitygoalsforproactiveservices:ü Customer-centricity,enhanceduser

experience,improvedinteractionwithgovernment,focusondigitalchannels

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Plans for proactive services in Estonia

• Focusonbothproactivityanduserexperience

• Currentlyprioritising:üBirthüFamilybenefitservicesüStartingabusiness

• Dealingwithmorecomplexproactiveservicesinresearch

• Aimtore-developmoreproactiveservicesby2020(inprogress)

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Conclusions

• EuropeanSingleDigitalGateway andOnce-Only-Principle areofnousewithoutappropriatee-servicesinMS!

• ApproachinEstonia:Proactiveservicesbasedonacircleoflifeevents

• ThereareplansfordesigninganddevelopingthreeproactiveservicesinEstoniaby2020

• FurtherworkonenhancingCPSV-APtowardsproactiveservicesisneeded

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References

Sirendi,R.&Taveter,K.(2016).BringingServiceDesignThinkingintothePublicSectortoCreateProactiveandUser-FriendlyPublicServices.ProceedingsoftheThirdInternationalConferenceonHCIinBusiness,Government,andOrganizations (HCIBGO2016):HeldasPartofHCIInternational2016,Toronto,Canada,July17-22,2016.Ed.F.Fui-HoonNah;C-H.Tan.Springer,221-230.Sterling,L.&andTaveter,K.(2009).TheArtofAgent-OrientedModeling.Cambridge,MA,andLondon,England:MITPress.Koplimaa,M.(2016).DesigningaProactiveServicetoDisabledchild'sParents.Master'sThesis,TallinnUniversityofTechnology,FacultyofInformationTechnology,DepartmentofInformatics.Männik,M.(2017).PrinciplesforDesigningaProactiveandpersonalised ‘One-Stop-Shop’ServiceforPeoplewithReducedWorkAbility.Master'sThesis,TallinnUniversityofTechnology,SchoolofInformationTechnology,DepartmentofSoftwareScience.Lange,O.(2016).UserSoftwareAssistants:Just“ANicetohave”oraRealNecessity?State-of-the-Art.ProcediaCIRP,50,583-588.Liiv,I.(August21,2016).DataforPolicy:DataScienceandBigDatainthePublicSector.OXPOL:TheOxfordUniversityPoliticsBlog.Tenso,T.;Norta,A.H.;Rootsi,H.;Taveter,K.;Vorontsova,I.(2017).Enhancingrequirementsengineeringinagilemethodologiesbyagent-orientedgoalmodels:Twoempiricalcasestudies.IEEE25thInternationalRequirementsEngineeringConferenceWorkshops(REW),4-8September,Lisbon,Portugal,Proceedings(268-275).IEEE.Guarino,N.(2017,October).ServicesasActivities:TowardsaUnifiedDefinitionfor(Public)Services.InEnterpriseDistributedObjectComputingWorkshop(EDOCW),2017IEEE21stInternational (pp.102-105).IEEE.