To support local and regional administrations in their implementation efforts, the following sources of information may be useful.

Infrastructure:

Beyond the need for sufficient broadband connectivity to tackle challenges related to for example Internet of Things, LRAs also need to ensure an appropriate underlying infrastructure, back-office arrangements and tools that will allow for increased efficiency and effectiveness. Coupling these efforts with Smart City infrastructures, shared services and standards can create great advantages. Possible sources of information and inspiration:

• The eIDAS Regulation on electronic identification and trust services ensures that people and businesses can use their own national electronic identification schemes (eIDs) to access public services in other EU countries where eIDs are available. It also creates a European internal market for electronic signatures, electronic seals, time stamp, electronic delivery service and website authentication, by ensuring that they will work across borders and have the same legal status as traditional paper based processes. Although national administrations are responsible for the implementation of the regulation, LRAs can further benefit by strengthening people's trust in digital transactions and by opening up their systems also to the private sector.

• The Digital Service Infrastructure Building Blocks (i.e. eID, eSignature, eDelivery, eTranslation and eInvoicing) are free of charge and based on open source, giving any LRA the opportunity to use, share and develop the solutions needed..

• Revised European Interoperability Framework: The new European Interoperability Framework was adopted in March 2017. The framework gives specific guidance on how to set up interoperable digital public services.

• OSLO 2.0. (semantic standards for local administrations; standards and open specifications developed by the OSLO project):

• European Platform for Intelligent Cities (EPIC): it offers 'Smart City in a Box'; a cloud computing infrastructure, offering a flexible, lightweight solution to the development and delivery of Smart City services. EPIC delivers services to its users and Smart City customers in the form of portlets, individual service components which can be easily combined and interchanged. This combination of portlets is complimented by EPIC's open-standard based Service Oriented Architecture (SOA) which allows the platform combine different services and components seamlessly.

• ESD (Effective Service Delivery) network has developed a range of toolkits and shared services for collaborative working and for evidence-based improvements of locally delivered services. ESD is a hosted, secure, online resource that enables all local authorities to record their public facing services against a comprehensive list of services, processes and interactions, and to compare and monitor them against the characteristics and performance of other participating local authorities based on shared metadata standards. The ESD network enables local authorities to develop locally relevant services whilst sharing building blocks of functionalities and service types with each other where there are common needs, thereby saving effort and resources. (see ESD Toolkit)

• The ISA² programme supports the development of digital solutions that enable public administrations, businesses and citizens in Europe to benefit from interoperable cross-border and cross-sector public services. Solutions, including semantic solutions, developed by ISA² and under its predecessor ISA are generally available for free and can be found here. An overview of the actions supported by ISA² can be found here. ISA² also organised the Sharing and Reuse Award Contest, where regional and local administrations were among the winners.

Open data and open services:

Ensuring local access to digital technologies, data and services has become a catalyst for change. It increases the accountability of local governments, the creation of citizen-centric and more efficient public services as well as the emergence of the right framework for local firms to experiment and innovate and to develop real-time city technologies. Local authorities should also put in place procedures and policies allowing efficient and secure data transfer and usage. Possible sources of information and inspiration:

• High quality digital registers (e.g. base registers, land registers, etc.) should be interconnected in order to facilitate data exchange between different parts of the administration, so the so-called 'once-only principle' could be implemented.

• Citadel On the move project tools

• Open Transport Network project tools

• The Open Knowledge Foundation supports local authorities who lack the resources to find the data, make it available and make sure it is re-usable.

Sources of information on Open Data:

• The European Data Portal Library offers a central access point to material on and around Open Data. Material from many European-funded projects is made available here. It also includes an eLearning Programme and an Open Goldbook for Data Managers and Data Holders.

• Open Data Handbook: Guidebook for civil servants (and everybody else interested in opening up information) that can support them when they want to open up data to offer guidelines and educate civil servants on what to take into account regarding privacy regulation, it explains the issues regarding republishing and reusing data and what technical preparations should be made in order to further open up data, etc.

• Open Data Institute Guides: The Open Data Institute has published a number of interesting guides related to ‘Engaging with users’ and ‘How to make a business case for open data’.

• Best Practices for Sharing Public Sector Information : developed by the recently concluded EU project Share PSI 2.0 project.

Collaboration for user-friendly services

In addition to traditional administrative services, there is an increase in 'every-day', location-based public services, which may also be offered digitally (using open data and open services). LRAs will have a key role in facilitating the creation and delivery of these. LRAs are increasingly collaborating with third parties (e.g. civil society organisations, business associations, individual citizens, businesses, other public administrations, etc.) when designing and delivering public services. Only few of them, however, are working on guidelines to standardise procedures for collaboration and licence agreements.

LRAs can also create a set of procedures, licensing frameworks, and methodologies for collaborative service design. Inspiring practices:

• Process and methodology for developing core vocabularies (developed by the Interoperability Solutions for European Public Administrations (ISA) Programme of the European Commission) describes a procedure for co-creating technical specifications in open Working Groups, with experts from public administrations, academia, and industry)

• Government service design manual: The UK offers a framework describing the different phases that can help public administrations in the service design in order to create better public services. The manual stresses that users should come first and this manual puts them in the centre. Furthermore the manual ensures that less money is wasted since it starts small and scales it up step by step in order to meet stakeholder needs and in order to overcome obstacles in the early stages of the product development.

• User modelling, adaptation and personalisation ; approaches for the personalisation of inclusive, personal and interactive services to citizens, mining of user behaviour, opinion mining, and sentiment analysis

• Quality of Public Administration – A Toolbox for practitioners (including over 170 concrete use cases, updated version and more chapters are coming soon)

• Gov.uk Performance Platform keeps track of key performance indicators of digital public services provided by public administrations in the UK in a central location. Each administration can apply to get their own performance dashboard.

• Personalisation methods in Smart Cities and Territories through user modelling, adaptation and personalisation; approaches for the personalisation of inclusive, personal and interactive services to citizens, mining of user behaviour, opinion mining and sentiment analysis.