SEALS Section B

B2 Content list *

B3 Objectives *

B4 Contribution to programme/key action objectives *

B5 Innovation *

B6 Project workplan *

Annex: Piloting Electronic Access to Local Services *

Secure Electronic Access to Local Services (SEALS) will demonstrate, on a large scale, citizen access to Information & Communications Technology (ICT) based applications and services, supplied by both the public and private sector. SEALS has brought together a number on internationally leading organisations in the areas of ICT technology design, user requirements, project management innovative service providers, who will demonstrate the role of smart cards as an enabling technology to access these services in a simple and effective manner, whilst satisfying citizen trust and privacy concerns. The use of the smart card will also fully meet the requirements of an inclusive society by supporting EN 1332-4 and CEN/ISSS CWA 13987:2000 URI.

SEALS will provide a direct interface between the European Community IST programme and the eEurope Smart Card Initiative (eESC) in order to support the eESC Trailblazers and other project activities. This is achieved through the provision of a timely large-scale test bed for eESC outputs, and of a large (and diverse) citizen community to test such outputs, enabling the feed back of results and practical experience. eESC will similarly act as the main channel for dissemination of SEALS output.

The main goal of SEALS is to demonstrate how specific citizen concerns, which result in a reticence to use ICT services, may be addressed. These concerns centre mainly on the areas of trust, privacy, security, usability and widespread access to services supplied through electronic means, regardless of delivery channel or interface device. SEALS is a uniquely constructed project in that it offers a large-scale community trial base, ready and available on a short time-scale, and covering a large number of applications and services. This is achieved by linking SEALS with an existing separately funded project (PEALS) which has already created an ICT infrastructure and base of applications. The effect is that SEALS offers large-scale trial capability on a short time-scale and with a minimum cost and a maximum of benefit to the IST programme.

What SEALS adds to the existing infrastructure is the smart card element supporting citizen access to the infrastructure, such that large-scale take-up will be assured and citizen aspirations of ICT realised.

The objectives of SEALS are therefore as follows:

1. To build on research underway in Walsall (UK) to supply a range of citizen services based on life events (including loyalty, healthcare, education and local government services), via Information Communication Technology (ICT) services and applications.
2. To support Community objectives of eCommerce, eHealth, eGovernment and eEurope, by enfranchising all citizens into the world of ICT using smart cards as the enabling token.
3. To support citizen issues related to the use of ICT services and applications including trust, confidence, ease of use, widespread access, privacy, security and cost transparency.
4. To support citizen requirements on the basis of an inclusive society through EN 1332-4 and CEN/ISSS, CWA 13987, User Related Information (URI) - an open ID for smart card-enabled services which as developed under a 4^th Framework Research Project DISTINCT (funded under the DGXIII Programme IADS - Integrated Applications of Digital Sites).
5. To support the requirements of system operators, application providers and other players in the ICT services value chain, in terms of ensuring a consistent and valid route to market including the support of necessary enabling services such as security and consistent operation.
6. To validate the assumption that citizens will accept responsibility for holding private and personal data on smart cards in their own possession.
7. To promote trust between citizens, commercial organisations, and public sector bodies.
8. To enable existing and future electronic service roll-outs to be aligned with user requirements thus convincing citizens, public service providers and the commercial sector alike of their value.
9. To test access to services via mobile devices including consistency of user interface and service provision between e- and m-Commerce systems.
10. To validate the assumption that interoperable, multi-function smart cards will facilitate commercial partnerships and the integration of service delivery.

Several outcomes are anticipated:

• A wide range of citizens (in terms of age, gender, ethnic and other societal group) will be enfranchised by the provision of secure electronic access to a wide range of ICT applications and access to new democratic processes.
• eHealth (maternity) trials, enabled by health related pilots already funded in Walsall and supported by smart cards as the enabling token for access to services and information by all classes of user.

• A practical demonstration (using CEN/ISSS CWA 13987:2000) of interoperability working across a wide range of systems, locations and access points, in order to ensure comprehensive and simple accessibility for citizens- which includes specific measures to customise services for citizens with special needs.

• Validation of citizen acceptance of privacy and security provision when accessing ICT services using smart cards as an enabling token.

• Issues relating to data protection and user security.
• Through the trials run using the SEALS project to provide a ‘toolbox’ to enable other service providers (both public and private sector) to readily deliver effective electronic services at both regional and national level.
• A validation of the CEN/ISSS CWA 13987:2000 User Related Information (URI) which will feed into other e-Europe trailblazers including the transport TB which will use the ITSO standard for public transport smart card interoperability in several countries.
• Enhanced partnership working and emerging models of joint working and management covering both the public and private sector.

The outcomes will be produced as a result of 6 workpackages. The processes relating to these workpackages in the context of the overall project structure, along with a description of each one individually, is contained in section B6.

The take-up of ICT services is being restricted in the main by user reluctance to adopt the new technologies, not as a result of lack of available technology to support the required functionality. However, it has to be noted that adverse user reaction is very much a result of lack of consideration of user-related issues by the technology suppliers. This issue of ICT-based services being technology led rather than user led has been most apparent in the area of smart card use. The SEALS project directly addresses the gap between user aspirations and ICT service availability and uses large-scale trials incorporating real applications to validate its approach.

The approach taken is to use the smart card as the enabling token for access to ICT technology, and in so doing to address key citizen concerns such as ease of use, trust & confidence, privacy, security and widespread, consistent access. In addition, by conforming to CEN/ISSS CWA 13987:2000 URI and EN 1332-4, provision is made to supply services inclusively to all-comers, including those with special requirements. This is achieved through the customising of services to meet the needs of the individual (i.e. language preference, display size, requirements for audio interface etc.).

Linkage with the large-scale ICT application provision PEALS project (previously referenced) will guarantee that SEALS will be able to offer a wide range of real applications and services, including both public and private sector services. These will be made available using a wide array of access points or terminals including kiosks, home television based access, mobile access and dedicated Internet terminals. Therefore, the project will offer all combinations of e-Commerce and m-Commerce solutions to those involved in the trial.

By feeding the results into the eEurope Smart Card Initiative (eESC), valuable information will be gathered about the effectiveness of the building blocks being worked upon within eESC as tools to support the aspirations of eEurope as a whole, for an inclusive, technology based society.

The associated, already existing PEALS project is committed to trace user reaction throughout the project, including citizen reaction to issues of privacy, security and cost transparency. From this work SEALS will evaluate the legal issues connected with empowering users to consciously and effectively manage their personal rights and assets.

SEALS will demonstrate, on a large scale, citizen access to public and private sector supplied ICT-based applications and services.

SEALS will demonstrate the role of smart cards as an enabling technology to access these services in a simple and effective manner, whilst satisfying citizen trust and privacy concerns.

SEALS will provide a direct interface between the European Community IST programme and the eEurope Smart Card Initiative (eESC) in order to support the eESC Trailblazers and other project activities.

Piloting Electronic Access to Local Services (PEALS) is a UK Invest to Save 2 Programme project which aims to bring a wealth of ICT applications to the citizens of a district within Walsall in the West Midlands region of the UK. It is envisaged that the experience from the establishment and running of the PEALS pilots will be used in SEALS to assist the other pilots in the UK, Portugal and Ireland with best practices and wisdom from these early trials.

PEALS is organised as a series of micro-projects each bringing a different aspect of ICT application and service delivery to the citizen. Several of the micro-projects comprising PEALS will be selected as SEALS applications, thereby creating an excellent platform to expand the smart card pilot to a much wider community group in the geographical area, and across a range of multi-agency services.

Applications on offer include:

Loyalty: All smart cards will be supplied with a loyalty application supported by third party sponsors. Loyalty awards will be made for the use of all ICT services accessible using the smart card in order to provide the incentive for the citizen to carry and use their smart card. The loyalty application will also be extended to non-ICT applications such as making purchases in the High Street. Thus loyalty will act as the link application between today’s citizen sphere of activity (e.g. High Street shopping) and the developing world of ICT-based service delivery.

Health: the Care Pathway for Maternity. This health activity encompasses almost all health sectors – i.e. pre natal/general practitioners, delivery/Acute trust/, post natal/Health Visitors & Community Trust. It also links to education and social services, and pharmacy/prescriptions. There are approximately 700 pregnancies annually in the target area which would cover all societal and ethnic groups. This will provide a control group for SEALS. Findings can then be applied in other care pathways e.g. coronary care. Strategically this fits within the local Health Improvement Plan, and would support programmes underway as part of Walsall’s Health Action Zone. It would also link to the Health Authority’s ERDIP project which is a national demonstrator concerned with developing the Electronic Patient Record & Electronic Health Record to enable clinicians to provide better care.

eGovernment: Card holders can access a range of services from kiosks or even from home, including on-line voting, access to information, form filling and bookings. Linkage to a loyalty scheme is seen as a method of increasing voter turn-out and this idea will be tested during the project subject to PEALS making an online voting scheme available in the time-scale.

Education: Smart cards will be used for attendance, school meals, student tracking and linkage to the developing DfEE (Department for Education and Employment) Connexions scheme at one or more secondary schools in the area. The smart card based loyalty scheme will be used as an incentive for younger people to take up the technology. One of the SEALS project partners, Worldcard 2000 Ltd is already involved in the provision of cards supporting the Department of Education and Employment (DfEE) Connexions scheme on a pilot basis in the North East of the UK- which also uses the CWA 13987 2000 URI on their smart cards.

By ensuring widespread take-up of these applications and services, SEALS will bring together many local agencies, such as the health authority, social services, council services, education groups, etc. A common strategic information element involving a shared approach to data collection and dissemination is an integral part of this process.

Applications within this strategic environment can therefore integrate into a common set of managed services available to all citizens. This is the essence of eCommerce, eHealth and eGovernment.

The linkage with PEALS has three main advantages relating to the already existing multi-application infrastructure:

• a faster readiness to operate
• an existing large-scale trial area
• low cost.

In addition, PEALS gives SEALS the advantage of working with the UK local authority of Walsall. Walsall is a leading UK local authority in numerous service provision developments, both as part of PEALS, and independently. The Walsall citizen card (a residents user card) could be developed beyond that planned within the PEALS project, to link with other services, thereby expanding citizen take-up and access significantly. Similarly, there is great scope for extending local democracy – Walsall’s heritage as the first council in the UK to successfully trial telephone voting will be built upon. Walsall is also included in a case study by the Dutch LGA (an agency of the United Nations) who are preparing a toolkit for community involvement for the International Union of local authorities. Walsall is considered an ‘exemplar model’ in its support of the UK government ‘New Deal’, and by the Joseph Rowntree Foundation in terms of local democracy and community involvement.

In summary, SEALS will take the PEALS research and development into a new dimension by ensuring that electronic access to service provision will fulfil the following criteria:

• citizen ease of access
• citizen ease of use
• citizen trust.

In fulfilling those criteria, SEALS will ensure a level of take-up rarely enjoyed by ground-breaking citizen focused services. This will provide benefits for the citizen in terms of enfranchisement, but also for service providers in both the public and private sector who will derive great scope for partnership and co-operation in a highly integrated service provision system.

In addition to the influence and contributions of the on-going micro-projects within the PEALS initiative the other key area of innovation brought to the project is the provision of expert partners from the 4^th framework DGXIII IADS (Integrated Applications of Digital Sites) project DISTINCT. Here, among other innovations the project developed a framework for an open ID for smart cards which would achieve two key aims of e-Europe, namely the provision of customised services to the individual and secondly the ability to make smart card based systems interoperable - even if the systems evolved independently and used differing cards and technologies. This approach was standardised in CEN/ISSS CWA 13987:2000 and the specific standards work funded by DGIII under their ‘Public Interest’ framework contract II with CEN.

Citizens will not be attracted by ICT per se, rather what they require is access to useful and exciting applications. Most EU IST projects tend to be technology focused and are not able to support their users with the provision of large-scale services and major applications. This is due to (i) cost, and (ii) the capability of the teams supporting the project.

By providing trusted, usable and easy access services, citizens are encouraged to embrace information and communications technology (ICT).

The multi-applications nature of SEALS supports Community objectives of eCommerce by involving both public and private sector service suppliers and encouraging an environment where partnerships can flourish. SEALS also supports objectives of eGovernment by facilitating easy access for the citizen to many facets of local government. Most importantly, by enfranchising all citizens into the world of ICT eEurope objectives are being fulfilled. The key enabling token for ICT services is seen as the smart card. Building on CEN/ISSS WA 13987:2000 User Related Information, a recently established European standard maximum interoperability, consistency of interface and special needs support (also through EN 1332-4) can be established across the regions concerned: these regions possess diverse social and ethnic characteristics, thus providing a rich test-bed which it is intended will be ‘scalable’ to other regions or nations.

SEALS is very much a user orientated project. A key part of the project will analyse just how well the provision of services matches user requirements. If service provision is deficient in any way SEALS will specify the technology building blocks needed to satisfy user requirements and enfranchise the user into the information society.

Central to SEALS is the satisfying of user needs and the promotion of user interest in ICT. The eEurope Smart Card Initiative provides an ideal means of dissemination and iterative testing of this work via links with Trailblazer schemes. In addition, SEALS serves as a demonstrator for eESC linkage between Trailbalzer building blocks and effects on user attitudes and access to ICT services.

The workplan for this project is divided into 6 workpackages. These are listed in the Workpackage List below.

However, each workpackage is broken down into sub-packages to address specific issues contributing to the overall project. This is best understood by referring to the network diagram in Figure 6.1: the workpackages are shown in shaded boxes, the sub-packages in white boxes. Feedbacks are evident with some of the links. Subsequent sections of B6 explain these relationships and mechanisms in detail.

The Gantt chart below illustrates the phases of the project, in months per workpackage and sub-workpackage. This also include in the right hand column a list of the deliverables scheduled for the project and which sub-workpackage they are delivered from.

The project consortium consists of the project co-ordinator (CO), three contractors (CR1-3) at sites in the UK, Ireland, and Portugal, and three assistant contractors (AC1.1-1.3).

The Project Management and Co-ordination of SEALS (described in WP01) is to be undertaken by the project co-ordinator (CO). The institution and personnel in question have considerable experience at managing European Commission projects. Research has been undertaken in DG-XIII (DRIVE I, II, 4th Framework, TAP and IADS), DG-VII, DGIII, DGXIV SAVE, THERMIE and TEMPEST programmes. The CO has a history of managing a number of very large and highly successful DGXIII projects, including PAMELA (V1030) - 2^nd Framework DRIVE Programme), ADEPT (T1023 - 3^rd Framework DRIVE II Programme), ADEPT II (TR1002 - 4^th Framework Telematics in the Area of Transport Programme) and the DISTINCT project (IA 1002 DE - IADS Integrated Applications of Digital Sites Programme). In addition TORG has been partners in more than 20 EU projects in the 2^nd, 3^rd, 4^th and 5^th European Framework Research Programmes. The management team at the CO organisation has wide experience of advising European and UK government agencies on smart cards (including the DETR’s steering committee on transport smart cards), and of promoting city-wide smart cards and information systems through DISTINCT and subsequent projects - the project manager of DISTINCT is proposed to be the project manager of SEALS. TORG will investigate potential future extension of electronic access to city and transport initiatives, and will be keen to continue its burgeoning contacts with user groups and researchers representing older and disabled people.

DISTINCT, which concerned the delivery of services using information media and smart card access tools. The work carried out in establishing the DISTINCT ID has recently resulted in the CWA 13987 2000 URI standard. Further relevant experience includes auditing on behalf of the EU in the 2nd and 3rd framework projects, project evaluation (3rd and 4^th Framework), assisting with the definition of the DG-VII and DG-XIII programmes in the 4^th framework, advisor to the SOGITS work programmes, and the strategic assessment of the results of the 3rd framework programme.

The good practice and experiences gained from co-ordinating project in the past 4 EU framework programmes will form a sound basis for the project management of the SEALS project.

There is a devolved management structure insofar as each site (Walsall, Aston, Dublin and Oeiras) all have responsibility for their on-site operations.

Workpackage 2 concerns the External Liaisons and Dissemination of SEALS. It will be led by AC1.2. A main objective of SEALS is to support the eEurope Smart Card Initiative of the European Commission by providing large-scale demonstration sites with many users and many applications. It is anticipated that the relationship with eESC will be mutually beneficial in terms of individual eESC Trailblazers being linked to specific SEALS workpackages, liaison with the eESC steering committee, liaison between trials, and a bi-directional means of dissemination. This will be addressed in sub-package WP2.1, to be led by AC1.1.

Equally integral to SEALS is validation of existing standards, and input to future ones. SEALS will be managed by CO, the team responsible for the research that led to development of the CWA 13987 2000 URI. It is anticipated that SEALS will contribute greatly to modification of existing CEN/ISSS standards and development of new ones, including FINREAD, EN 1332-4, EESSI, and further anti-discriminatory legislation. The issues surrounding standards is addressed in sub-package WP2.2, to be led by CR1.

Underlying SEALS is its user-focused nature. This means providing ease of access and trust for citizens in the provision of ICT services, and the promotion of eCommerce initiatives for public and private sector service providers. It is vital that liaison continues involving groups concerned with consumer issues, mobile communications, multi-application smart card groups and other components of the ETSI standard. A rich medium of dissemination will thus be provided via ETSI. These issues will be addressed in sub-package WP2.3, to be led by AC1.1.

Finally, it has been emphasised how SEALS relies upon an existing project, PEALS. It is of course imperative to co-ordinate with the PEALS project team and integrate dissemination activities. Project offices will liaise regularly and co-ordination of applications, infrastructure and smart card life cycle management will be ongoing. This is the role of sub-package WP2.4, to be led by CR1.

Workpackage 3 relates to User Issues. This workpackage will be led by AC1.3. It is a fact that disappointing take-up of ICT services is largely due to consumer reluctance, rather than a lack of available technology. This important social issue is generally due to two categories of issues that must be addressed, those being related to trust & confidence (in terms of privacy, security, and cost transparency), and those being related to comprehension and convenience of use (in terms of ease of use, widespread access, and wide availability of useful applications and services). These issues are addressed in sub-package WP3.1, to be led by AC1.3.

SEALS identifies smart cards as an enabling tool in providing solutions to the causes of consumer reluctance described above. The rich demographic and social features of the test-sites provide the opportunity to integrate fully the needs of individual users into the provision of such an enabling tool. In order to address the issues described in WP3.1, identification of solutions must take place. The cause of user technophobia must be identified, for example, including analysis of its occurrence amongst certain educational or social groups. Catering for special needs must be addressed within a framework of education for all, and within frameworks supplied by anti-discrimination legislation, and research such as that carried out in the TIDE programme and by the Royal National Institute for the Blind and Stakis in Finland. It is firmly believed that use of a system will increase through familiarity. As familiarity and thus use increases, the system can be further tailored to the requirements of the individual. These issues will be addressed in WP3.2, to be led by AC1.3.

It is important to consider the life cycle of the smart cards. This issue, characterised by card issue, application issue and help and replacement facilities, will be addressed in WP3.3, to be led by AC1.3.

Establishing user issues, with the precision necessary to encourage a wider take-up of ICT facilities and services, requires ongoing feedback to enable fine-tuning and modifications. There may even be circumstances where certain issues are overlooked, requiring rectification. Addressing this aspect of user issues is facilitated by WP3.4, to be led by CO.

Finally, an identification of the main aspects of the service delivery system and the requirements of secure electronic access shall be compiled. Based upon the best aspects of a number of previous projects, such as the EU funded project DISTINCT (ref IA 1002 DE) under DGXIII’s Integrated Applications of Digital Sites programme and the DGIII project GRASP, a design methodology which identifies the key parameters of the design will be elaborated. This will include:

• User and provider requirements;
• Review of current best practice and previous project experience;
• Relevant standards;
• General requirements and operating philosophy;
• Service delivery models;
• Secure electronic access;
• Interoperability requirements and multi-agency interworking;
• The use of the open DISTINCT URI on access cards;
• Terminal and applications interfaces;
• Human machine interface requirements; and
• Design for special needs user.

This design methodology will be applied, where appropriate, to all aspects of the project and its trial and validation sites. The methodology shall be reviewed and validated. This work will be carried out in sub-package WP3.5, to be led by AC1.3.

Workpackage 4 relates to Smart Card Issues. This workpackage will be led by CR1. The work carried out in WP3.3 relating to card issue and application issue will be taken further in terms of levels of interoperability, and card type selection and compatibility. Terminal design and card handling will also be investigated. This work will comprise sub-package WP4.1, to be led by AC1.3.

It has been assumed, especially by public administrations, that citizens will welcome the shift of private and personal information from large anonymous databases to the citizen’s smart card where it may be held responsibly by its owner and offered out only to those desired by the holder. However, no one has tested this assumption. Will citizens really want that responsibility? SEALS working together with PEALS will use its large-scale user trials to test issues of security - and thus public confidence. These issues are addressed in WP4.2, to be led by CR3.

SEALS, however large, is just a proof of concept. What is important is scalability to regional or national level. The size of the project has been specifically selected to enable scalability to be tested and demonstrated. The project will, as part of its business case, consider the smart card life cycle, including card and application management in a rollout scenario. The inclusion of CR1 and AC1, will ensure that the scalability issues can be tested within the roll-out of the regional e-governance initiative between 2001 and the end of 2002 in the UK. Issues of scalability are investigated in WP4.3, to be led by CR1.

Workpackage 5 relates to the SEALS Trial Interface. This will be led by CR2. Trials will take place in Walsall and Aston (UK), Dublin (Ireland), and Oeiras (Portugal) WP05 will develop a standard methodological approach to assessing the trials and proving standard interfaces (in a technical and operational sense) (WP5.1, led by CR2). All trials will be carefully co-ordinated with the PEALS project, which requires a sub-package to itself (WP5.2, led by CR1). These trials will also be integrated with the eEurope Smart Card Initiative and with the standards organisations. This is addressed in sub-packages 5.3 and 5.4, led by AC1.1.

The trials are:

Walsall (UK) – will roll-out several services based on the multi-application project PEALS. Smart cards will be used for attendance, school meals, student tracking and linkage to the developing DfEE Connexions scheme at one or more secondary schools in the area (eEducation). On-line voting, access to information, form filling and bookings will be enabled (eGovernment). The Care Pathway for Maternity will be utilised (eHealth), whilst all smart cards will be supplied with a loyalty application supported by third party sponsors. In keeping with PEALS, SEALS will bring together many local agencies, such as the health authority, social services, council services, education groups, etc., thus promoting eCommerce.

Dublin (Ireland) – the main focus of the Dublin test-site will be to implement secure electronic access to library services. This fulfills objectives of eEducation, in that it forms part of a policy of lifelong learning and maximising education opportunities for all citizens.

Oeiras (Portugal) – the main focus of the Oeiras test-site will be eEducation. Smart cards will be trialled to relate to attendance, school meals, student tracking and library services. The Oeiras involvement in education services results from their involvement in the HERCULE project, which has fostered excellent links with several local schools.

Aston (UK) – as a partner, Aston will test the use of smart card technologies in 700 households. These are households already enfranchised into the Information Society through innovative ICT based projects in: health; education and training; citizenship and governance and cultural activities. This will build upon PEALS and provide the SEALS project with a complimentary pilot group that will see the results replicated in a diverse community. The Aston trial will therefore provide added value to national, local and regional ICT projects costs. In addition, this test area of high deprivation and high ICT awareness will provide a solid base up on which to roll out the PEALS project. Already excellently positioned to take forward the work of PEALS. Aston will add value to SEALS by providing an ICT aware community to test and demonstrate how best to create confidence and trust in smart card technology.

Workpackage 6 deals with Reporting, Outcomes and Assessment. This workpackage will be led by AC1.1. While much of the project is concerned with interaction between itself and the eEurope smart card initiative as well as the standards bodies, the project will have significant direct relevance to a wider community. For example, other local administrations, scheme operators and service providers may wish to learn directly from the experience of SEALS. While eventually, the outputs from eEurope will have an effect on the totality of the marketplace, in the short term SEALS will be of more direct relevance.

To meet this requirement, SEALS intends to produce a useful delivery in the form of a Toolbox from which prospective implementers can learn and select the items they require. The Toolbox will be built up as the project develops and delivered as a complete package at the end of the project. It will include information concerning best practice, user centred assessments of methodologies as well as specific recommendations based upon the final outcomes of the project.