The document discusses building public service catalogues to improve service delivery. It proposes structuring information by life events and describing services, events, organizations and their relationships using a common data model. This would allow centralized information to be collected while reducing changes required of individual administrations and enabling interoperability across borders. Products developed under the ISA2 program include a core public service vocabulary application profile and reusable tools to facilitate the creation and exchange of structured, interoperable public service catalogues.

1. ISA2 Action: Catalogue of public
services
Building Public Service
Catalogues for better
service delivery
Project officer: Miguel Alvarez-Rodriguez

2. Interoperability@EC
1. ISA2 - the interoperability programme
Facilitate the reuse of interoperability solutions
by European public administrations
Identify, create and operate interoperability solutions
Cross border, cross sector and user centric public
administrations
Promote a holistic approach to interoperability

3. If we start from an example

4. QUICK
SEARCH
Digital portal search facility
Citizen
Business
Administration
SEARCH BY LIFE
EVENT
Birth Moving
Working
Studying
Residence
Retiring Running
a
business
Closing a
business
Starting
a
business
Level
X Local
National
Internation
al
Country
Spain
Registering a child
Search

5. If we want to give users a positive experience,
there is a need to structure the information, and
group it by essential and meaningful life events.

6. Let’s imagine information is structured in tables

7. Service
Title Country Geographic
level
Event Owner Language
Requesting proof of registration of birth Spain Local Having a child Municipality
of Madrid
English,
Spanish
Requesting proof of residence The Netherlands Local Moving to/from the
country
Municipality
of Utrecht
Dutch,
English
Event
Name Description Output
Having a
child
This life event groups public services
related to becoming a caretaker for a
child, for instance in case of giving birth,
adopting, receiving a foster child…
Proof of
registration of
birth or birth
certificate
Moving
to/from
the
country
This life event groups public services
that relate to when someone moves
from one country to another.
Confirmation of
registration at the
current address
Starting
education
This life event groups any public service
related to education, for example pre-
school education, elementary school,
Decision on the
application for
financing or
Public organisation
Official
name
Preferred
label
Geographic
coverage
Contact
Municipality
of Utrecht
Expat
Center
Utrecht
Local Expat Center
Utrecht,
Stadsplateau 1,
3521 AZ Utrecht
Tel. 030 286 00 00
Municipality
of Madrid
Registro
Civil
Local Registro Civil, Calle
de Pradillo, 66,
28002 Madrid,
Spain
Phone. +34 914 93

8. This would enable searching and finding information easily while
also avoiding to maintain all Web pages manually.

9. But what if each public administration in Europe has a different way of
structuring, naming and describing the same information?
https://youtu.be/IE2UJ
CV2ggI?t=137

10. When centralising the information, we would obtain hundreds of different
descriptions for similar services, events or public organisations.
Reconciling the descriptions a posteriori would consume a lot of time and
would have to be repeated manually for any change in the descriptions
later on.

11. But most of the administrations are using similar information. It is ‘only’ a
matter of agreeing on conventions to find the best balance between rich,
centralized information collected and the amount of changes required
from public administrations.

12. This is why common vocabularies and data models would help to
harmonise concepts and build interoperable Service Catalogues at
national and European level

13. Service
Title Country Geographic
level
Event Owner Language
Requesting proof of registration of birth Spain Local Having a child Municipality
of Madrid
English,
Spanish
Requesting proof of residence The Netherlands Local Moving to/from the
country
Municipality
of Utrecht
Dutch,
English
Event
Name Description Output
Having a
child
This life event groups public services
related to becoming a caretaker for a
child, for instance in case of giving birth,
adopting, receiving a foster child…
Proof of
registration of
birth
Moving
to/from
the
country
This life event groups public services
that relate to when someone moves
from one country to another.
Confirmation of
registration at the
current address
Starting
education
This life event groups any public service
related to education, for example pre-
Decision on the
application for
Public organisation
Official
name
Preferred
label
Geographic
coverage
Contact
Municipality
of Utrecht
Expat
Center
Utrecht
Local Expat Center
Utrecht,
Stadsplateau 1,
3521 AZ Utrecht
Tel. 030 286 00 00
Municipality
of Madrid
Registro
Civil
Local Registro Civil, Calle
de Pradillo, 66,
28002 Madrid,
Spain
Phone. +34 914 93
We can identify all together the important information public services:

14. Digital portal search results

15. From the classes identified, we continue identifying the information used to
detail further the classes and the relations between those classes:
• Services have public organisations responsible for it
• Services produce outputs
• Services can be grouped by events
• Public organisations have contact point(s)
• Events are related to outputs
• …

16. When visualising the information (classes and relations) identified and using
standard notations, we obtain a graph*:
Contact Point
Output
Public
Organisation
has Competent Authority
has Contact Point Event
produces
is Grouped By is Related To
Public Service
When visualising the information (classes and
relations) identified and using standard notations,
we obtain a graph*:

17. Enhancing the
interoperability and
the exchange of
information about
public services within
and across MSs and on
the European level by…
“
”
01
03
04
Enabling interoperable and machine to machine
descriptions of Public services Catalogues by
defining a common data model
Identifying and developing reusable
software solutions for the creation,
management and exchange of public
service catalogues
Providing technical support to MSs and EUIs in
setting up user-centric one-stop-shops for public
services
02
Identifying and defining key life and
business events for grouping public
services in a user-centric way
ISA² Catalogue of Public Services

18. 1. CPSV-AP 2.2.1:
Core Public Service Vocabulary Application Profile
Have well-structured and harmonised info about public services, breaking silos
Automate creation of catalogues of public services at all levels
Publishing info about life and business events and related public services
Finding information about public services more easily: Enable a decentralised storage with a single point of
entry
Joint-effort of more than 16 MS over 5 years, keeping also the Single Digital Gateway perspective!!!
• The Core Public Service Vocabulary Application Profile is a data model
• Common way of representing life events, business events and public services
PRODUCTS

19. 2. Reusable tools for the management of structured information
about public services
PRODUCTS

20. Public Service Porfolio
Service Map (City of
Helsinki)
CPSV-AP_IT
Product Catalogue (City
of Ghent)
Describing Public
Services from Greece,
Poland
CPSV-AP_SK
Cross-border Catalogue
of Public Services
Flemish catalogue of
public services
Samenwerkende
Catalogi
Catalogue of Public
Services and
Procedures
Region of Epirus
Service Catalogue
CPSV-AP_PT
Cross-border Catalogue
of Public Services
National data model
CPSV-AP. Building national catalogues
National data model

21. Building catalogues for cross-border purposes: SDG case
SDG
1. Makes all services provided through the SDG
more easy to find across countries and
languages
2. Helps users to compare systems in
different countries before making use of
their single market rights
3. Enables you to map your current models
against one (only), structure your
information for exchanging it across borders
and automate to a large extent the
validation of the quality of your descriptions
4. On-going work: Data models for selected
evidences (OOP); forward -ooking approach
for service quality requirements Articles 9, 10
and 11: SDG service model

22. A common data model like the CPSV-AP allows to gather descriptions
of catalogue of public services with one API only
Innovative cases (I): APIs &CPSV-AP based
* Part of the Study on APIs for CPSV-AP based on Catalogue of Services

23. Study: Architecture for public service chatbots
Using CPSV-AP would be a necessary step to develop
public service chatbots as it links different information
concerning public services that is important in a chatbot
Business cases for instance of the Single Digital
Gateway Regulation
Report available on Joinup
Innovative cases (II):

24. National Interoperability Framework Observatory: Digital policy
and interoperability hubs

25. ISA² programme
You click, we link.
Stay in touch
ec.europa.eu/isa2
@EU_isa2 isa2@ec.europa.eu
Run by the Interoperability Unit at DIGIT (European Commission) with 131€M budget, the ISA2 programme
provides public administrations, businesses and citizens with specifications and standards, software and
services to reduce administrative burdens.