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3.4. General approach
When implementing a national interoperability
framework the emphasis is obviously on “interoperability”.
Standardisation in technology and
harmonisation in legislation are just two ways to
achieve this.
Other recommendations are:
• Use open standards.
• Incorporate existing standards in a larger context.
• Stimulate re-use of proven standards.
• Redesign administrative processes and make
the best use of the available technology.
This is also an opportunity to make services
more user-centred.
• Keep administrative systems independent of
proprietary technology.
• Coordinate and manage the eGovernment initiative.
• Centrally agreed XML schemas may be
provided free of charge throughout the public
sector. This form of re-use reduces cost and
the need to develop separate mechanisms for
interchanging data.
• Keep track of developments in the wider
community. For instance, changes in privacy
legislation may impose requirements to the
provision of some eServices.
• Reduce the amount of data to be collected by
using well-defined data dictionaries and data
structures.
• Ensure information security by preventing
unauthorised access to systems and, in
the case of highly confidential information,
securing each record (or even each component)
individually.
• Enable wide access (user-friendly interfaces,
access for the disabled, foreign language
support, etc.).

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3.3. Business requirements for
eGovernment services
If an eService is to contribute to the implementation
of the high-level policy, it should adhere to
generic business requirements for eGovernment
services. In this context, the following priority
requirements can be stated.
• eServices are made known to users and users
are aware of the benefits of using the services.
• eServices can be located easily.
• eServices must be accessible to all members
of the intended target groups. This may imply a
differentiation between services that are
used anonymously and services that require
identification. Accessibility also includes awareness
of the needs of disabled and elderly
persons.
• eServices should be user-centred.
They should be comprehensive, correct, readily
available, and easy to understand in terms of
language and structure.
• eServices should add value.
A service that is merely “paper on glass”
does not reap the full benefits of the available
information technology. Where applicable a
service should be integrated with other services.
• The provision of eServices should be safe,
confidential and in no way harm the privacy of
either party.
• The design of eGovernment applications
should comply with the existing legal data
protection requirements and, where available,
make use of technologies that are privacycompliant
and privacy-enhancing.

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RECOMMENDATION 15
(TECHNICAL - MULTILINGUALISM):
As concerns the submission of requests via
e-mail or front offices, there should be facilities
for citizens and enterprises to submit requests
in their own language when possible. An alternative
is to submit requests only in a limited
set of languages at EU level (e.g. 3 languages
such as English, French and German)

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