Case:Virtual Integration Desk
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Virtual integration desk (Inburgeringsloket)
Context
Basic outline
This Dutch example provides non-native citizens of The Netherlands with information on all the procedures to acquire citizenship and information supporting the life in the Netherlands. The virtual integration desk (VID) is nationally available and can be accessed online by visiting the website (or directly view a sample presentation of a VID).
The Virtual Integration Desk application supports local councils in providing immigrants with information, the use of ICT and facilitating transactions with immigrants.
It acts as an instrument to implement social integration policy of the Dutch national government. This policy encourages the integration of immigrants into Dutch society, in this case by providing targeted information via a digital medium and in a way that conforms to this group’s ICT skills.
The virtual desk provides migrants with a comprehensive source of information on the Netherlands and Dutch culture, a way of accessing their local council, a overview of resources tailored to their needs, and practical help with looking for work.
The virtual desk is chosen as a tool to deal with the challenge of the increasing digital divide between those who have access to ICT and those who do not. Its primary aim is an audience which is often seen to be at least partially excluded. The desk empowers users by encouraging self reliance.
The integration of migrants requires information on services and training programmes to be available in a simple and accessible way. In the virtual desk the information is published in a number of languages of the largest communities that make up the Dutch migrant population. The information is presented in a number of different ways, visually through icons and animations as well as through clear menus and simple texts. The service is free of charge for the consumer. The local government pays for the software and the general service and maintenance.
Whereas this virtual service caters presents information in an understandable way, it does not in itself solve the problem of accessibility. That is why information posts were stationed in town halls. The multilingual menu system is simple and based upon iconography or other visual prompts. The design incorporates as many films and photographs as possible to avoid the use of technical language.
Goal
The potential of this virtual integration office is that it is primarily aimed at groups which are most likely to suffer from limited access to information, means of communication and technology. Such technological deprivation emphasizes the social exclusion migrants may face. And it is such lack of social inclusion which social integration policy seeks to remedy. In the light of these policy objectives the Virtual Integration Office's chief benefit is that it strives for user/citizen self reliance by encouraging their use without it costing them a penny. The onus is on the local authorities to meet costs whilst maintaining standards at a high level.
A further advantage of these interactive mechanisms is that they allow for users to question and see first hand not only the possibilities of e-Government, but also those of the new technologies themselves.
They also operate on a local level thus embodying trust and familiarity which may help to reduce fear of adoption.
Stakeholders
The Virtual Integration Desk application supports local councils in providing immigrants with information, the application of ICT in the service they provide to migrants and facilitating public service transactions between immigrants and councils. It gives the Dutch national government an instrument for implementing social integration policy aimed at encouraging the integration of immigrants into Dutch society, by providing targeted information via a digital medium, conforming to this group’s ICT skills. It helps migrants by providing a comprehensive source of information on the Netherlands and Dutch culture, a way of accessing their local council, a guide tailored to their needs, and practical help with looking for work.
The virtual integration desk was launched May 2003 for residents of the city of Amsterdam and has since been made active in several other cities, including Den Haag, Rotterdam, Eindhoven, Deventer and Venlo.
Technology
The virtual integration office is an example of a new media product. In this case it is available as a website or as a CD-ROM. Using the CD-ROM it can be accessed via stand alone multi-media terminals, (broadband) Internet, Intranet and Extranet or using an ordinary PC via a CD-ROM or as a network application.
The Virtual Integration Office deliberately does not use its own user interface but rather uses an internet browser such as MS Internet Explorer or Netscape Navigator. This is because these programmes are recognised as the most accessible, and because the migrant, whether experienced in the use of computers or not, has no need to learn a new stand-alone programme. Through using the virtual integration office one is introduced to the standard programme through which the Dutch information society can be accessed, the Internet. The virtual integration office is web-enabled and can be accessed via the Internet and countless sites can be contacted through its links. The link need only be clicked and the website in question appears on the screen The Virtual Integration Office is a dynamic multimedia product. It uses technology (XML) based on @Publica developed by @Globe. Management and updating of the multimedia content is cheap and efficient. Risks traditionally associated with HTML complex multimedia applications e.g. viruses, content loss, malformed layout, graphics or speech are avoided. The same content can be used on different information outlets, making multi-channel publishing possible e.g. via an MS Windows PC at home, a public multimedia terminal, the library’s Internet connection or a CD-ROM at a counter. The use of XML technology increases the processing speed of machines with limited capacities.
Administrative context
The initiative leading to the e-government application described above originated with the ‘Stichting Virtueel Inburgeringsloket’ (Virtual Integration Desk Foundation) in 2001. Production and implementation activities have been assigned to GovWorks BV (Dutch equivalent of GmbH/Ltd.) since 2004. This company supplies local administrations with Virtual Integration Desk packages, and handles customization, update and maintenace activities. By acquiring such a package, local autorities comply with public information obligations as laid down in national legislation expected to be in force by 2006. This legislation is being prepared by the Minister for Immigration and Integration (Ministry of Justice). The development of the Virtual Integration Desk application has been facilitated by several private and public advisory bodies, including ‘Stichting Nederland Kennisland’ (The Netherlands Knowledge Country Foundation). The latter seeks to promote the Dutch key position in the international knowledge economy. All in all, the public service provided is the result of private production. Such public-private cooperation is not uncommon in innovative public fields such as e-government.
Similar projects
In this section pointers to projects with similar characteristics will be available.
