Benchmarking Dashboard BETA

Barcelona *

Enablers

1.1 - Skills

Does the local authority have internally any position such as service designers OR user researchers OR user experience experts?
No
Has the local authority provided training on service design or user research to its employees in the last three years?
No
Has the local authority provided training on ICT to its employees in the last three years?
Evidence: ICT training is being provided to ICT specialists in a regular basis. ICT training is also offered to the rest of the organisation employees but it is not mandatory.
Yes
Has the local authority provided training on ICT to citizens in the last three years?
Evidence: Several ICT training programmes are in place and they cover a wide range of skills (from beginners until experts). These courses are being taught through Barcelona Activa, the Council's economic development agency under the umbrella of the Cibernàrium programme. Along these 20 years, Cibernàrium has scheduled more than 52,000 training sessions attended by 140,000 different people. The impact these sessions have had on users (cibers) is so positive that they value them with an average score of 8.3. See for instance: https://cibernarium.barcelonactiva.cat/en/fem-20-anys;jsessionid=4FBBD6D4441189B675824501A8B2F4F0 See for instance https://www.barcelonactiva.cat/en/itacademy See the report for the Cibernarium's 20th anniversary: https://cibernarium.barcelonactiva.cat/documents/10180/0/20years_Cibernarium_ENG_tcm103-51578.pdf/e993a7a2-4ee0-4238-abfd-c5250d23db07
Yes

1.2 - Strategies

Does the local authority have a digital strategy less than three years old?
Evidence: Yes, available here: https://ajuntament.barcelona.cat/digital/sites/default/files/mesura_de_govern_intel_ligencia_artificial_eng.pdf
Yes
Does the local authority have a position of Chief Digital Officer or equivalent?
Evidence: Yes, Mr. Michael Donaldson. https://ajuntament.barcelona.cat/es/organigrama-municipal/organ/Comisionado%20de%20Innovaci%C3%B3n%20Digital%2C%20Administraci%C3%B3n%20Electr%C3%B3nica%20y%20Buen%20Gobiern
Yes
Does the local authority have formal service standard (like for instance the UK Government Digital Service standards)?
Evidence: Yes, available here: https://www.barcelona.cat/digitalstandards/en/init/0.1/index.html
Yes
Does the local authority have design guidelines valid across departments, including for instance standards or protocols for simple language?
No
Does the local authority have in place formal methods to monitor and enforce such service standards and design guidelines?
No
Are service design or user experience mentioned in digital strategy or some other strategy level document?
Evidence: Yes, available here: https://ajuntament.barcelona.cat/digital/sites/default/files/LE_MesuradeGovern_EN_9en.pdf
Yes

1.3 - Ecosystem

Does the local authority provide APIs to other administrations and to private companies?
Evidence: Yes, open data is available through API, for instance. Analytics data available: https://opendata-ajuntament.barcelona.cat/en/analytics
Yes
Does the local authority use standardised services modules, provided at national or European level (e.g. CEF building blocks, national payment service or eID)?
Evidence: Yes idCAT, the regional eID module, is fully integrated within online procedures.
Yes
Has the local authority carried out within the last two years innovative forms of procurement, such as pre-commercial procurement, hackathons, other forms of collaboration with SMEs and startups?
Evidence: Yes through BIT Habitat Foundation through urban challenges. https://bithabitat.barcelona/es/proyectos/retos-urbanos/
Yes

User-Centricity Performance

2.1 - Co-creation

Does the local authority habitually (as standard practice on every new digital service) use service co-design / user research sessions in developing its services before their launch?
No
Does the local authority habitually carry out users' research sessions on a regular basis (at least once a year) AFTER the launch of a service?
No
Does the local authority habitually use specific service co-design / user research sessions with disadvantaged communities (e.g. minorities, elderly, disabled people, etc.)?
No
Does the local authority habitually use web analytics and other service data to improve digital services (e.g. completion rates and most frequent errors)?
No
Does the local authority habitually plan for releasing regular (at least once a year) new releases for existing digital services (not including technical updates automatically provided by software provider)?
No

2.2 - Supply of online services

Does the local authority provide the majority of services fully online (out of total services provided that could potentially be digitalised)?
Evidence: Yes, through the procedure virtual office https://seuelectronica.ajuntament.barcelona.cat/oficinavirtual/es
Yes
Does the local authority have a dedicated app that is downloaded by more than 20% of the population?
Evidence: Yes, Barcelona a la butxaca (i.e. Barcelona in your pocket)
Yes
Does the local authority offer at least one proactive service, where users are automatically signed up for a service based on the government-held data?
No
Has the local authority already fulfilled the requirements of the Single Digital Gateway (deadline end of 2022)?
No
Does the local authority provide habitually to citizens the possibility to check online the progress status of the services they request?
Evidence: .
Yes

2.3 - Useability

Does the local authority habitually carry out useability assessment of its online services, using standard tools such as System Useability Scale (SUS)?
No
Do all the websites or websites sections of the local authority have consistent design and look&feel?
Evidence: Same template. For the sake of a example take a look to: https://ajuntament.barcelona.cat/ca/ https://seuelectronica.ajuntament.barcelona.cat/oficinavirtual/es https://www.barcelona.cat/ca/ Different domains, same look and feel.
Yes
Does the local authority provide the possibility to citizens to have live audio/video interaction (such as videoconference or single telephone number)?
Evidence: Since the COVID-19 pandemic outbreak onwards there exist telephone and videoconference assistance for executing main local procedures. https://ajuntament.barcelona.cat/hisenda/sites/default/files/2021-04/transcript-video-accessibilitat-visual-castella.pdf https://ajuntament.barcelona.cat/en/public-communication-chanels/telephone-communication-channels-citizens/the-city-council-calls-you
Yes
Are the local authority web services in line with accessibility guidelines (WCAG)?
Evidence: Not all web services are in line with WCAG but we are working on it! see: https://ajuntament.barcelona.cat/en/accessibility
Yes

2.4 - Security and privacy

Are the users able to use national eID, as a means of authentication for online services requiring authentication?
Evidence: .
Yes
Has the local authority put in place measures to ensure citizens' control over the data held about them (such as seeing who has access to the data and for what reason, correcting data, etc.)?
Evidence: Yes, measures set by GDPR act.
Yes
Has the local authority in place documents on measures, practices or procedures on ICT security?
Evidence: Non-disclosed internal documents but following what it is said in the national security scheme (national law on cybersecurity for public administrations).
Yes

2.5 - Citizens redress and feedback mechanisms

Does the local authority provide online mechanisms for both citizens and businesses to complain and seek change to a decision?
Evidence: Yes, through an online form on each specific procedure or by using the general form.
Yes
Has the local authority put in place structured means for users to provide feedback?
Evidence: See for instance: https://atencioenlinia.ajuntament.barcelona.cat/fitxa/alta?language=ca&style=ciuatada&c1022=20060001211&detall=2266&c530=Autoliquidaci%C3%B3%20de%20l%27impost%20sobre%20l%27increment%20de%20valor%20dels%20terrenys%20de%20naturalesa%20urbana%20(plusv%C3%A0lua)&i=c&origen=portal_tramits
Yes

2.6 - Interoperability

Does the local authority apply the once-only principle in its services, so that citizens are not required to submit documents already held by the administration?
NA
Does the local authority encourage the use of standards in IT development and procurement?
NA
Has the local authority policies in place to encourage the use of open source solutions?
NA

Outcome

3.1 - Adoption

Considering only services that are available online, are the majority of transactions carried out online?
NA
Does the local authority publish data on usage of online services (such as a dashboard with metrics on transactions) on a regular basis?
No

3.2 - Reduction of burden

Does the authority measure the average time saved by citizens when using an online service compared to the offline one?
NA
Does the authority measure the amount of annual financial savings for the public administration?
NA

3.3 - Satisfaction

Does the local authority measure the citizens’ level of satisfaction with regards to the services’ provision?
NA
Is the share of satisfied users above 80%?
NA

Background Information

1,620,000
Total population
15,000
Total number of employees in the city/region administration
3.406.000.000
Total annual budget (last year or average of the last three years)
200
Number of ICT specialists employed directly (full-time equivalent)
1000
Number of ICT specialists employed indirectly (subcontracting/outsourcing)