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5th RTD Framework Programme

Success stories - IST

IST (Information Society Technologies)

Project details

Project reference: IST-1999-29088
Acronym: PRISMA
Title: Providing Innovative Service Models and Assessment
Subject Index: Information Processing, Information Systems; Social Aspects
Objectives: Objective: PRISMA will contribute directly to the objectives of Key Action I by providing for the first time a comprehensive and systematic analysis of the impact of IST on all aspects of the provision of citizen services, both in relation to each service field covered by Key Action I as well as to important cross-cutting themes. The project will examine fundamental and critical issues and developments, including those which cross between service fields, and put these in the context of socio-economic and technical developments, long-term visions and scenarios, an understanding of how these services are likely to change, an the challenges and opportunities this presents. PRISMA's work will assist Key Action I RTD projects, service providers, policy makers and other stakeholders in exploiting present and future trends. PRISMA will develop into a commercially sustainable set f tools and services covering methods and best practice guidance, scenario and modelling techniques, metrics and evaluation criteria, and socio-economic benchmarking techniques for assessing impacts.

PRISMA will promote a citizen-driven Europe based on innovative approaches to modernising citizens services, by:
1. mapping overall trends and changes affecting citizen services over a 10 year time horizon
2. identifying current best practice in the provision of citizen services and relevant cross-cutting themes
3. elaborating long-term visions over 10 years for the provision of citizen services and in relation to selected themes
4. conducting foresight and scenario-building exercises looking forward over the next 10 years for these services and themes
5. developing new models of service delivery based upon future-oriented best practice models for these services and themes
6. providing practical tools for policy makers, service providers and other stakeholders
7. disseminating project results widely within Key Action I and the IST Programme and out to stakeholder groups
8. supporting and assisting RTD and other Key Action I projects by providing on-going results and data

Work description:
PRISMA's methodology will be based on mapping major trends and changes affecting citizen services in order to assess current best practice.

This will be used to undertake foresight and scenario-building exercises in the context of long-term visions, and to generate future-oriented best practice models, both for the service fields represented in Key Action I as well as for important cross-cutting themes:
(1) service models: one core model each for health, persons with special needs (including the disabled and the elderly), administrations, environment, transport and tourism;
(2) thematic models which cut across the service models and look at more general and critical themes and issues, e.g. public-private partnerships, self-service provision, sectoral and organisational change, management and competence systems, user-involvement and interfaces, financing and cost-benefits, technology and standards, etc.

These will be finally determined during the project to reflect current and changing issues, enabling synergy across all Key Action I services to be developed, something not possible by examining just one or two services.
The methodology used to develop these future-oriented best practice models will not be a traditional linear process but instead a parallel, iterative approach in which the analysis is not sequentially fixed but which allows each factor to play off against other factors on a number of occasions during the research process. This "spiral" research process, as opposed to the traditional linear one, is both iterative and developmental. In this way, each best practice description and model will be refined using at least five generic iterative factors: socio-economic, legal and regulatory frameworks, cultural environments, user and other stakeholder requirements and interests, IST trends. On the basis of this work, PRISMA will develop a tool box, data and methods for RTD projects and relevant stakeholders. The work will be underpinned by close collaboration with expert and thematic panels, using selected test beds to feed into the project and assess its results, as well as other European cases. An independent Advisory Panel will monitor overall work and results.

Month 1: Kick-off.
Month 6: Methodology elaborated, themes determined, trends mapped, advisory and expert panels set up, test beds agreed, cases surveyed.
Month 12: Best practice for services and themes analysed.
Month 18: Long-term visions elaborated and foresight and scenario exercises completed.
Month 24: Best practice models developed.
Month 30: Project terminated, final report submitted, tool box completed for use by stakeholders, project disseminated and longer term exploitation of services begins.
Start date: 2000.09.01
End date: 2003.02.28
Duration: 30 months
Project status: Execution
Project cost: 1.65 million euro
Project funding: 1.65 million euro
Programme type: 5th FWP (Fifth Framework Programme)
Subprogramme area: RTD spanning key action 1 - New models for providing services to citizens
Contract type: ACM (Preparatory, accompanying and support measures)
Project URL:
Prime contractor: Danish Technological Institute, Competence and IT
Organisation type: Other
Country: DENMARK
Region: KÝbenhavns amt
City: Taastrup
Post Code: 2630
Address: Gregersensvej
Contact person: MILLARD, Jeremy
Telephone: +45-72201417
Fax: +45-72201414
Contractor: Telefonica Investigacion y Desarrollo Sa Unipersonal
Organisation type: Other
Country: SPAIN
City: Madrid
Post Code: 28043
Address: Calle Emilio Vargas 6
Contact person: CONCEJERO, Pedro
Telephone: +34-91-3373943
Fax: +34-91-3374491
Contractor: Universitaet Bremen, Institute for Software
Organisation type: Education
Country: GERMANY
Region: BREMEN, Bremen, Kreisfreie Stadt
City: Bremen
Post Code: 28359
Address: Bibliothekstrasse 1, Postfach 330440
Contact person: HAGEN, Martin
Telephone: +49-421-2187375
Fax: +49-421-2184894
Contractor: Czech University of Agriculture
Organisation type: Education
Region: Region not yet available (CZECH REPUBLIC)
City: Praha
Post Code: 165 21
Address: Kamycka 129, Prague 6 - Suchdol
Contact person:
Contractor: Austrian Academy of Sciences, Institute of Technology Assessment
Organisation type: Research
Country: AUSTRIA
City: Wien
Post Code: 1030
Address: Strohgasse 45
Contact person: AICHHOLZER, Georg
Telephone: +43-1-7102510 (6591)
Fax: +43-1-7109883
Contractor: A.L.P. Peca D.O.O. Podjetje Za Razvoj in Trzenje Produktov Meziske Doline
Organisation type: Other
Region: Region not yet available (SLOVENIA)
City: Ravne Na Koroskem
Post Code: 2390
Address: Prezihova 17, PO Box 96
Contact person:
Contractor: Universidade de Aveiro, Departamento de Ambiente e Ordenamento
Organisation type: Education
Region: CONTINENTE, CENTRO (P), Baixo Vouga
City: Aveiro
Post Code: 3810-193
Address: Campus Universitario de Santiago - Universidade de Aveiro
Contact person: DE CASTRO, Eduardo
Telephone: +351-23-4370005
Fax: +351-23-4429290
Contractor: Technicka Univerzita V Kosiciach
Organisation type: Education
Region: Region not yet available (SLOVAKIA)
City: Kosice
Post Code: 04200
Address: Letna 9
Contact person:
Contractor: Trebag Vagyon - Es Projektmenedzser Korlatolt Felelossegu Tarsasag
Organisation type: Other
Country: HUNGARY
Region: Region not yet available (HUNGARY)
City: Nagykovacsi
Post Code: 2094
Address: Puskas Tivadar U. 6.
Contact person:
Contractor: Net-U Consultants Ltd
Organisation type: Other
Country: CYPRUS
Region: Region not yet available (CYPRUS)
City: Nicosia
Post Code: CY-2082
Address: Samico Building, 29 Stassicratous Str., PO Box 28709
Contact person:
Contractor: The Local Futures Group Limited
Organisation type: Other
City: London
Post Code: WC1A 2DA
Address: 5 Southampton Place
Contact person: HEPWORTH, Mark
Telephone: +44-207-2424415
Fax: +44-207-2424419
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Source: European Communities, CORDIS

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