E-grievance System in local government: case study, Amsterdam, the Netherlands Abdishakur Awil Hassan April, 2010 E-Grievance System in Local Government: Case Study, Amsterdam, the Netherlands By Abdishakur Awil Hassan Thesis submitted to the International Institute for Geo-information Science and Earth Observation in partial fulfilment of the requirements for the degree of Master of Science in Geo-information Science and Earth Observation, Specialisation: (Land Administration) Thesis Assessment Board: Chair: Prof. Dr. J.A. Zevenbergen (ITC, Enschede) External examiner: Dr. K. Pfeffer (UVA, Amsterdam) Supervisor: Dr. G. Miscione (ITC, Enschede) Second supervisor: Ms. Ir. E.M.C. Groenendijk (ITC, Enschede) Member: Ir. M.C. Bronsveld (ITC, Enschede) UNIVERSITY OF TWENTE FACULTY OF GEO-INFORMATION SCIENCE AND EARTH OBSERVATION (ITC) ENSCHEDE, THE NETHERLANDS Disclaimer This document describes work undertaken as part of a programme of study at the Faculty of International Institute for Geo-information Science and Earth Observation (ITC), Twente University. All views and opinions expressed therein remain the sole responsibility of the author, and do not necessarily represent those of the institute. TTTThhhhiiiissss tttthhhheeeessssiiiissss iiiissss ddddeeeeddddiiiiccccaaaatttteeeedddd ttttoooo mmmmyyyy MMMMooootttthhhheeeerrrr aaaannnndddd FFFFaaaatttthhhheeeerrrr ffffoooorrrr tttthhhheeeeiiiirrrr wwwwaaaarrrrmmmmtttthhhh,,,, aaaapppppppprrrreeeecccciiiiaaaattttiiiioooonnnn aaaannnndddd ttttrrrruuuusssstttt iiiinnnn mmmmeeee.... Abstract Recently many governments embraced electronic means to engage with citizens in service provision and interacting with their citizens. Convenient service delivery, improved communication, cost reduction, efficient and effective ways of service provision are among promised notions of electronic government systems. In consequence, the study of e-government has gained rather considerable attention. E-government is defined as “the use of ICTs, and particularly the Internet, as a tool to achieve better government’’. Unfortunately, many of the e-government studies focused on the supply side and how e-governments systems affect public organisations. This study has tried to breach that gap by focusing on the demand side of the e-government. E-grievance systems were the main theme of the research by being one of the main reasons citizens contact their governments. Local governments are considered as natural customers of public citizens. Many of Citizen’s Everyday needs relating to water/sewerage, electricity, roads, parking are linked to local governments. Local governments are also the point at which citizens seek: obtaining certificates, building permit, registering and subdividing plots of land are all important transactions that local government around the world often have the sole responsibility. Therefore, it is considered essential that processes of complaint redresal are clearly defined and publicly available. But little has been discussed about the development of an integrated system to handle citizen’s electronic complaints The research methods used was case study which was conducted at Amsterdam Municipality, the Netherlands. The case study was based on collecting both qualitative and quantitative data. Different methods of data collection were used during fieldwork including interviews, questionnaires and documentary analysis. In addition, multiple databases were acquired to perform the quantitative and statistical analysis. The grievance database consisted of all grievances submitted to the municipality in the year 2008-2009 with in all districts of Amsterdam. In the empirical results, both qualitative and quantitative approaches were used to compliment each other basing on the complimentary approach of mixed methodology. The results show that the e-grievance system in Amsterdam has evolved overtime and has grown up in a piecemeal wise. The planning of the system was not done at one shot. The piecemeal wise growing of the e-grievance system poses a concern which created to unify the e-grievance system. The system tends to gear up towards a fully fledged e-grievance system which allows citizen to Geo-tag locations in Google Map and uploading photos of the incidents by using ICT and GeoICT. We find out that the e-grievance system is more focused on efficiency rather than participation. The analysis suggests that the location of the grievances and the socio-economic status of the residence can offer a better understanding of the actual impacts or outcome of the e-grievance system. Our results show that the e-grievance system is mostly used by middle to high income, White and middle aged category of the society in Amsterdam. The interpretation of our statistical correlations and GIS visualisation methods indicate digital divide and number of divides can be observed from the results. Therefore the study proposes that the e-grievance systems should not only be focused on accessibility and processing of citizen grievances but the outcome and impacts of the system as well. Key Words: E-government, E-grievance systems, complaint handling mechanisms, ICT, GeoICT, E-participation, citizen-initiated contacts i Acknowledgements Praise and gratitude be to ALLAH, almighty, for giving me the opportunity to study at ITC. Without whose gracious help it would have been impossible to accomplish this work. Upon the completion of my studies in ITC, I would like to thank the support and sponsorship I received from the European Union to pursue my studies in the Netherlands. I would like to extend my gratitude and appreciation to both my supervisors, Dr. Gianluca Miscione and Ms. Ir. E.M.C. (Liza) Groenendijk for their guidance and helpful suggestions throughout the research period. Special thanks are due to Dr. Javier Martinez for his invaluable contribution in the database provision and guidance in the analysis part. Without their encouragement, invaluable advice, and intellectual and professional comments, the research in this form would not have been possible. I also want to thank Course director, Mr. Ir. Kees Bronsveld for his constant help throughout the study period. I thank all lecturers in ITC, particularly in Land Administration course and all administrative staff for their contribution to the accomplishment of my studies. Special thanks go to Prof. Yola Georgiadou for being the first guidance in this research. My special appreciation goes to Ms. Marit de vries for helping me in the fieldwork and the translation of documents into English. Also my thanks are due to Dr. Karin Pfeffer for giving me valuable contacts in my fieldwork. Without their help my fieldwork would have been a nightmare. I would also like to thank all those who have supported me in the fieldwork in one way or another including: Harm Hoogaveen, Jan Hendrijk van ark, Jonathan Wolfswinkel, May Pastoors, Albine H.J. Grumböck, Natasja van Bilsn, Barbara Verhallen, and Barbara Dubbeldam. To my Land Administration classmates, I would like to thank them for their contacts, discussions and the friendly moments we had together. Also my thanks go to LA 2009-2011 students for their warm welcome when I was taking remote sensing module with them. My special thanks are due to Sandra Hutabarat for encouraging and supporting me constantly. I owe you a lot in this respect. Thanks to Dr. Javier Morales for being our coach in football sessions. I appreciate his efforts in every Wednesday being there for us. If something makes me feel relieved in the hectic life of ITC modules, it is the Wednesday football sessions. Special thanks to all football players especially our winning team in the International Sports Education day in Hague. Last but no least, I would like to thank my mother Mako and Father Awil for their constant prayers in my studies. Thanks to all my sisters Sahr, Ramlo, Maryan, Mandek, Muno, Mumtaz and brothers Abdinajib and Muscab. I am thankful to my Aunt Sahro Budiste and Uncle Abdi Budiste for taking care of my sisters. May god bless you all my family. Abdishakur ii Table of contents 1. Introduction To The Study...............................................................................................................1 1.1. Introduction.............................................................................................................................1 1.2. Background: Amsterdam E-Grievance System......................................................................2 1.3. Problem Statement..................................................................................................................3 1.4. Research Objectives and Questions........................................................................................3 1.5. Research Methodology...........................................................................................................4 1.6. Conceptual Framework...........................................................................................................5 1.7. Thesis Structure......................................................................................................................6 2. Literature Review.............................................................................................................................7 2.1. Introduction.............................................................................................................................7 2.2. E-Government: Concepts and Practices.................................................................................8 2.2.1. Citizen-Initiated Contacts...................................................................................................9 2.2.2. Principles of Good Governance.......................................................................................10 2.3. E-Grievance Systems............................................................................................................11 2.3.1. Why Grievance Systems in local governments?..............................................................12 2.3.2. E-grievance and Good Governance..................................................................................13 2.4. ICT and Urban Deprivation..................................................................................................15 2.4.1. Urban Governance and Spatial Concentrations................................................................15 2.4.2. Big City Policies in the Netherlands................................................................................17 2.5. Conclusion............................................................................................................................17 3. Conceptual Framework..................................................................................................................18 3.1. Introduction...........................................................................................................................18 3.2. E-Government’s Customer Orientation...............................................................................19 3.3. Major differences between CRM in the private and the public sector.................................20 3.4. Towards A conceptual Framework.......................................................................................21 4. Methodology..................................................................................................................................23 4.1. Field work and Data collection.............................................................................................23 4.2. Study Area and its Administration.......................................................................................23 4.3. Data Collection.....................................................................................................................24 4.3.1. Primary Data collection....................................................................................................24 4.3.2. Secondary Data collection................................................................................................25 5. E- Grievance system in Amsterdam...............................................................................................27 5.1. E-Grievance: Evolution and Current status..........................................................................27 5.1.1. Public Space Notifications (MOR)..................................................................................27 5.1.2. Complaint Handling.........................................................................................................28 5.1.3. Current Status of the E-Grievance....................................................................................30 5.2. E-Grievance system: Information and Communication Technology....................................31 5.2.1. Public Space Notification.................................................................................................32 5.2.2. Complaint Handling.........................................................................................................34 5.3. Correlations and Spatial Anaylsis of the E-grievance System.............................................35 5.3.1. Territorial analysis of Grievances....................................................................................36 6. Discussions and Interpretations......................................................................................................42 iii 6.1. Introduction..........................................................................................................................42 6.2. E-grievance system in Amsterdam and its Notions.............................................................42 6.3. ICT (GeoICT) and E-Grievance Systems............................................................................43 6.4. Territorial analysis of Grievances........................................................................................45 6.5. Implications..........................................................................................................................47 7. Conclusion and Recommendation.................................................................................................49 7.1. Introduction..........................................................................................................................49 7.2. Recommendations................................................................................................................50 8. Reference.......................................................................................................................................51 9. Appendices....................................................................................................................................58 9.1. Appendix 1: types and frequencies in Amsterdam 2008-2009............................................58 9.2. Appendix 2: Questionnaire for the Districts........................................................................59 9.3. Applendix 3: Interview Questions.......................................................................................61 iv List of figures Figure 1: Conceptual Framework.............................................................................................................5 Figure 2: principles of good governance and E-grievance systems.......................................................10 Figure 3: A Basic Framework for the Research.....................................................................................22 Figure 4: Study area, Amsterdam Administrative Districts...................................................................23 Figure 5: Citizen Channels and the Backend.........................................................................................31 Figure 6: Digital form of the Public Space Notification, Standard one since 2010...............................32 Figure 7: The Map Interface to Geo-tag for Notifications and Determine x, y Coordinates.................32 Figure 8: Population Density of neighbourhoods as graduate colour and the per capita of grievances per 100 people as graduated symbols.....................................................................................................36 Figure 9: Figure 5: The percentage of Non-western immigrants as graduated colour and the per capita of grievances per 100 people as graduated symbols..............................................................................38 Figure 10: Income variable as graduate colour and grievance per capita as graduated symbol............38 Figure 11: population as graduate colour and grievance per capita as graduated symbol.....................39 Figure 12: Income as graduate colour and grievance per capita as graduated symbol..........................41 v