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Governments are striving to deliver more efficient and effective public services in order to achieve better public service quality, with reduced waiting times, improved cost effectiveness, higher productivity and more transparency. It's an issue of doing things in new ways that requires fundamental change in the provision of public services in the future and a complete new approach for Governments to work and interact with their citizens. Currently, Societies witness more than ever that Web 2.0 and social media in particular, constitute the emerging, if not already established, mass collaboration and cooperation platform between citizens and administrations, as the latter have started to realise the benefits of such applications. The COCKPIT project builds on these developments and based on a highly synergetic approach aims to define a new Governance model for the next generation public service delivery, by combining various research areas.

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Globalization, increasing automation, and the growth of the Internet are setting up a services-driven world at a scale and pace never before witnessed in history whose novelty is the proactive engagement of service recipients in the process of service delivery. Such change-driving forces will inevitably drive Government enterprises to reconsider the way that they deliver public services. As it has been realized in the industry, the transition of Government enterprises to the services-driven world will call for fundamental transformation in the provision of public services in the future, and a complete new way for Governments to work and interact with their citizens. Towards this direction, the authors propose an open innovation model through a process of democratic engagement between service providers and service recipients, where citizenship is reinstated at the heart of public service delivery. A service engineering methodology to support the proposed citizen-driven participatory design of public sector services is also provided.

Abstract:The growth of mobile commerce is directly related to the increase of ownership and use of mobile personal, programmable communication devices, including mobile phones and PDAs. These devices provide effective authorisation and management of payment and banking transactions since they are capable of offering security and convenience advantages compared with existing methods, such as credit/debit card transactions and online payments through a PC. Some of these advantages are part of the existing devices' functionality while others require modest, inexpensive enhancements likely to be incorporated in the mobile devices to come. It is expected that the use of secure and convenient mobile personal devices can revolutionise the payment, banking and investment industries worldwide. This paper presents SEMOPS, a secure mobile payment service implemented on innovative technological solutions and introducing a competitive business enabler of mobile commerce. SE-MOPS intends to exploit the business opportunities inherent in the billing, customer-service, technical relationships and banking services among mobile customers, mobile operators and banks in order to offer a competitive solution to existing payment services.