I nformation, T ransaction and A ssistance to C itizens in A lcobendas

1. ITACA Information, Transaction and Assistance to Citizens in Alcobendas Governing with citizens Experience with electronic participation in Alcobendas Antonio Díaz Méndez Director of Planning, Coordination and Quality Government of Alcobendas

2. Basic Information City: Alcobendas, north of Madrid • 107.098 residents • Municipal district: 4.411 Has. • 17 Km. from the center of Madrid and 5 Km. from the • Airport Institution: Government of Alcobendas • Government, 3 Boards and public enterprises. • 1157 public employees. • 361 public enterprise workers. • 238,759 thousand million € (2007).

3. Strategic Context • 1995 1st Strategic Plan. Alcobendas City Plan. • Information Highways: Network Growth • Modernization and quality. • 19971st Quality Plan and ITACA start-up. • 1998 Cable operator conventions. • 1999 ITACA Project : Sac, Web and Alcobendas Card. • 2000 Arroyo de la Vega “Silicon Valley of Madrid”. (El País, ABC). • 20012nd Quality Plan and ITACA II Project (PAM 2000-2003). • 2002Madrid: Gate to Internet in Europe (NAP). • 2003 Convention ADMINISTRATEL self-service positions. • 2004 ITACA III Project (2004-2007). • 2005 2nd Strategic Plan. 2nd Alcobendas City Plan. • 2007 3rd Web version and Card. New positions convention.

4. ITACAProjectQuality of citizen assistance Facilitating the relationship between citizens and their administration and achieving integrated assistance (personal, telephonic, and on-line) oriented entirely toward the citizens’ needs.

5. Results by category Personal Assistance Year 2001 Year 2002 Year 2003 Year 2004 Year 2005 Year 2006 91.791 122.116 124.851 130.420 157.822 149.134 Telephonic Assistance Year 2001 Year 2002 Year 2003 Year 2004 Year 2005 Year 2006 43.871 57.412 87.973 103.927 120.104 126.141 On-line Assistance (Accesses to web site) Year 2001 Year 2002 Year 2003Year 2004 Year 2005 Year 2006 157.716 236.499 268.092 351.626 556.812 826.943

6. Assistance structured by category 1200000 TELEPHONIC ASSISTANCE 126.141 PERSONAL ASSISTANCE 1000000 149.134 ON-LINE ASSISTANCE 800000 120.104 157.822 600000 103.927 87.973 130.420 826.943 400000 57.412 124.851 122.116 556.812 43.871 91.791 200000 351.566 268.092 236.499 24.549 157.716 85.145 0 27.037 2000 2001 2002 2003 2004 2005 2006 Results by category

7. Alcobendas Card Users Results of Card Evolution

8. ITACA II Project : On-line Sources 3 Development Focal Points: 1- Web: Information, Management, Participation, Communication • Portal conceived from the citizens’ point of view • Aligned with the objectives of ITACA Project and the Municipal Action Plan 2- Alcobendas Card: A focus on citizens • Offers a personalized identification, information and management service • for residents and municipal service users (30.948 users) 3- Free on-line Service Positions (29 positions): democratizing access and use • Overcoming the digital gap and allowing access to information, management and participation • More than 600.000 users since 1 January, 2004

9. Experience in Electronic Democracy 1. Individual participation in management improvement Complaints and Suggestions Total Complaints/Suggestions 2006: 2705

10. Experience in Electronic Democracy 2. Consultations on management commitment: • Service Letters: • Parks and Gardens Service Letter • Citizen Attention Service Letter • Elderly Service Letter

11. Experience in Electronic Democracy • 3.: Voting and forums to learn citizen opinion: • Youth Plan • Territorial division of the city: Neighborhood names • Art in the City Project • Opinion about Alcobendas • Need for a Hospital in the northern zone of Madrid • Alcobendas Exhibition: What a Difference! • Parking on Olivar Street • 2nd Strategic Plan (future of the city) • Metro Norte (north metro) stations

12. Experience in Electronic Democracy • 4.: Citizen consultations on improving the city • Extremadura Park • Investment Plan for la Moraleja and El Soto

13. Experience in Electronic Democracy • 5.: Strategic Participation and Innovation • The Government of Alcobendas participated in 2004 and 2005 in the development of a citizen consultation tool, testing the “Opinion” tool in its citizen participation process of the 2nd Strategic Plan in collaboration with Indra Systems.

14. Experience in Electronic Democracy 6. Incorporation of European initiatives: CLEAR Project Currently active, the international project CLEAR is a consultation for the Diagnosis of Citizen Participation in diverse European cities, promoted by the European Council. The Government of Alcobendas has been selected as a component of this project, which it is implementing through a consultation tool on its web site.

15. Experience in Electronic Democracy • Conclusion: • Electronic Democracy must respond to the strategic goal of the development of participation and e-government (governance model). • It is developed through specific project applications such as “good practice”. • The population in encouraged to progressively use on-line means to express their opinions and proposals.

16. Experience in Electronic Democracy • Voting: works through simple ideas and statements and through clear opinions. Difficulties include validity and statistical reliability. • Forums: tend to be “politicized”. • Consultations: work well for specific construction projects and/or small urban reforms.