Madrid Móvil (Madrid Mobile) - Madrid
Madrid (Spain)
Madrid Móvil is the commitment of Madrid City Council to bring the citizen closer and facilitate the use and access to municipal services and interaction with the Administration through a mobile application, available for both Android and iOS platforms, as a one stop shop adapted to the omnipresent in the lives of citizens cell phone.
Madrid Móvil app is the way of prioritizing Mobile First design, what seeks for promoting and facilitating the easy use of services by citizens from their mobile terminals improving the usability and accesibility of them, engaging the citizens and letting citizen leadership.
With Madrid Móvil, the madrileños can carry out all their administrative procedures: consult data and access “Mi Carpeta”, obtain personal certificates, apply for grants, pay fees, etc. Citizens also have direct line with citizen service and they can request an appointment if they wish to carry out them in person.
They can also request services at municipal sports centers, such as reserving tickets for swimming pools, participating in sports classes, renting courts, or rent a bike from BiciMad service. Citizens can also request a place in municipal workshops and cultural activities through the specific section of the app.
Madrid Móvil also provides transparency and accountability allowing the citizens to communicate warnings and incidents -geolocalized in a Madrid map, with attached information such as photographs (optional), and a brief description- related to street furniture, lighting, urban cleaning and waste, green areas or trees, etc., as well as to make requests for new facilities, such as, for example, fountains, children's areas or containers. The app allows the user search for nearby notices, follow, reiterate and see the status of completion.
The App respects also accesibility, security, availability, usability, protection of personal data and privacy principles from design and every content is compatible with accesibility guidelines from WAI-AA WCAG 2.1.
Although not directly related to the app, but to the design of municipal electronic procedures, Madrid Móvil benefits from the joint effort of Madrid City Council, which is immersed in a continuous process of reducing administrative burdens through actions such as the Plan de Choque de Racionalización y Simplificación de Procedimientos y de Impulso de la Administración Digital (https://sede.madrid.es/portal/site/tramites/menuitem.b4c91589e7f6a5d829da39e5a8a409a0/?vgnextoid=341a91804616a710VgnVCM1000001d4a900aRCRD&vgnextchannel=741d814231ede410VgnVCM1000000b205a0aRCRD&vgnextfmt=default).
Services accesible through the app are provided completely digitally, although they can be also invoked through other means or channels. With the app, the City Council tries to maximize citizen engagement thanks to the provision of a simple, user-friendly and accessible delivery model for the citizens.
The App itself represents a clear incentive for digital service use thanks to easyness and ubiquity participants to chat and being in touch with their network of contacts in the app. Thanks to the ease and possibility of use from any location and in any situation, whether to carry out a procedure, book a future sports activity, or to notify municipal services of an incident in the municipality. All conveniently and from the palm of citizen’s hand.
To end with, the City Council boosts accountability, transparency, participation and citizen leadership thanks to functionalities from the app. It also makes posible to build community and engaged citizens making them part of the problem identification, solution and improvement of the city.
In 2021, more than 1.4 million tickets for swimming pools and almost 1.6 million sport classes were reserved and more than 56.000 courts were rented through Madrid Movil app. These data make the use of the app the main channel for sport classes reservations, with 70,22% of the total, above the in-person channel and the web channel. It also the main channel for tickets for swimming pools, but in this case with a percentage of 50,79% of the total.
To end with, more than 100.000 warnings and incidents from the municipality were communicated through Madrid Móvil app. In this case, the app was the second most used channel after the telephone channel, through which more than 338,000 warnings were communicated.
Madrid Móvil offers an easy way of contacting with the Administration and also a way of proposing new funcionalities or reporting malfunction of the solution through first level options in the app.
