COCKPIT adopts a highly synergistic approach towards the definition of a new governance model for the next-generation public service delivery decision making process by combining the research areas of citizens’ opinion mining in the context of Web 2.0, Service Science Management and Engineering in the context of the public sector, and deliberative engagement of citizens for forming informed judgments on public services’ delivery.
The methodological approach of COCKPIT on public service delivery is illustrated below.
The fully integrated COCKPIT Toolkit will provide a comprehensive set of functionalities illustrated through the following step-by-step scenario:
1. Citizens’ interactions with Web 2.0 social media are monitored for their opinions and needs on public services in a specified domain. These requirements are fed into the initial service design process.
2. Government decision makers start modeling the service using our public service engineering tool. They input the high level requirements for the service outcomes. Citizens’ opinions and wishes on the selected public services are available to the decision makers to be taken into consideration.
3. During specification of the service, the existing policy and legal framework related to the corresponding service is consulted using existing text retrieval technology on policy and legal digital libraries.
4. Experts in service delivery input their constraints related to resources and infrastructure requirements.
5. The output of the public service engineering tool is fed into the public service simulation and visualization tools in order for the decision makers to make adjustments that will reflect budgetary and operational constraints.
6. Once decision makers have arrived at a specification for the delivery of the public service, citizens will be presented with a visual simulation of the service in a deliberative platform.
7. Citizens’ informed judgment on the simulated operation and related costs of the selected public services are expressed and returned to the decision makers for further consideration and final decisions.