George Kuk, Mike Thacker and Mark Deakin presented papers that covered a broad range of issues, covering how e-service delivery was changing, how e-services could use information to be more effective, and how the impact of e-services and e-government could be measured.
George Kuk talked about how municipal e-government business models were changing in the Netherlands. They found that most of the municipal websites they examined could be described as 'content providers', and argued that their case studies had identified two transformational paths for municipal e-government - either front or back office focused.
Mike Thacker showed how user profiling could be used to best allocate resources to deliver services that improved people's lives. He demonstrated how composite profiles could be constructed for neighbourhoods, and this could be used to help identify what services were needed and to identify appropriate channel choices. He ended by asking how we could start to measure the 'need' for services.
Mark Deakin, Patrizia Lombardi and Ian Cooper talked about what lessons had been learned in developing Communities of Practice for the IntelCities project. They presented findings from attempts to integrate citizens into co-design work from across Europe, and showed how a process to monitor and evaluate the use and effectiveness of a range of different e-services across different countries/regions was developed.