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Barcelona en xarxa

Barcelona en xarxa. Barcelona E-Goverment Case. The use of Information and Communication Technologies in the promotion of local government and development International conference, crete - heraklion, Greece , 5th May 2006. 1.6 Mill. people (Barcelona) 4 Mill. visitors

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Barcelona en xarxa

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  1. Barcelona en xarxa

  2. Barcelona E-Goverment Case The use of Information and Communication Technologies in the promotion of local government and development International conference, crete - heraklion, Greece, 5th May 2006

  3. 1.6 Mill. people (Barcelona) 4 Mill. visitors 24 Mill. visits to the web 4 Mill. phone calls 80,000 e-mails 150 agents contact centre 2,4 Mill. contacts in person Barcelona Scale (as in Dec. 2005) Telephone Office Web

  4. A succesful model • Audience, Offerings and Quality • 1st city web in Europe. Within the top ten city webs in the world • An advanced contact center: information, transactions and e-mails • Well known and recognised by the citizens • Internationaly Awarded • Transactions • 100%, (76), of the transactions which generate 90% of transactions volume available on the Internet • 25% of them can be completed online (17) • 40% of real usage of transactions on the Internet • 19% of real usage of transactions on the telephone Transactions Demand

  5. Barcelona 2007 E-Government Objectives • 80% of the transactions volume can be completed online • SOA components (online payment, records management system, ....) available • Public Information of the Municipality available online • 50% user take up increase, especialy G2B and independent professionals • 80% reduction of attentions in the office due to register copies

  6. E-Government Program Framework Strategy : Products and channel mix, awareness and take up Usability: simplified access; better user experience E-Government Legal Framework New Transactions Portal Telephoneempowerment G2B and New mobile channel Interoperability E-Government SOA components New hardware and Software infrastructure Reporting and Balanced Score Card

  7. Awarded Best Practice: IRIS Project • Processes and systems to deal with citizens claims, complaints, suggestions and gratitudes • Unique Value Proposition: • Promoting Civil Attitudes to Improve City Operations • Deliver what we promise: • CRM solution that allows back-to-end integration • Citizen/costumer in the driver seat: • Multi-channel (+20 channels), tracking code • Inexpensive custom made based on standards: • Java, OS components, multilingual user interface • Operating costs transferred to the operators: • Subcontractors charged with the complaint • 325,000 Contacts • 1,600 themes • 800 users • 4 dedicated staff • 7 Council Departments • 10 District Authorities • 35 Contractors

  8. Awarded Best Practice: IRIS Results as Dec. 2005 • Increase participation • Set protocols and SLAs • Solve problem in less than 48 hours • Communicate the solution to the costumer • Redesign operations and act on hot spots • Raise recognition and profile 40% 60% 60% 97% Action Plan at Ciutat Vella 2 GreenLights

  9. CONNECTIVITY Territory Objects Clients SERVICES SERVICES Businesses CONNECTIVITY E-Government Program Framework: Information basements • Information availability and accuracy is a central issue • A unique owner of central information is a must

  10. Awarded Best Practice: The Citizens Folder • Personal Information and trànsactions: register, taxes, vehicles, properties and fines • Secure access using user / pw or spanish digital certificates • Printing of valid regiter documents and tax payment recipes online

  11. Barcelona en xarxa

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