Olesa de Montserrat
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? |
No |
Has the local authority provided training on ICT to citizens in the last three years? Evidence: The City Council of Olesa de Montserrat has organized training sessions aimed at the population on ICT. For example, speech within the Mobile Week organized in Barcelona.
Talks have also been held for municipal entities.
|
Yes |
1.2 - Strategies
Does the local authority have a digital strategy less than three years old? Evidence: Yes, one of the actions planned and on which some work is already being done is that the Digital Innovation Department is striving to establish a telematic help guide for each procedure. In this way, all the actions that you want to carry out online, will have support for possible doubts available 24h.
This kind of documents are internal. For instance: http://intranet.olesam.cat/documents/11032/3884327/GUIA_ACTIVACI%C3%93%20GENBPM_v.2.pdf/21342fbc-8938-4341-8f79-f6b5dda360ca
In order to improve out digital system, the ICT department has the following goals: https://www.olesademontserrat.cat/pl258/el-municipi/directori/id813/tic.htm
|
No |
Does the local authority have a position of Chief Digital Officer or equivalent? Evidence: Our Chief Digital Officer is Silvia Cocinero, worker for Olesa de Montserrat’s Council for years now. |
Yes |
Does the local authority have formal service standard (like for instance the UK Government Digital Service standards)? |
No |
Does the local authority have design guidelines valid across departments, including for instance standards or protocols for simple language? Evidence: In our internal network, a Corporate Image section is available where all departments find instructions (for logos, protocols, font style...). |
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: We take into account the user’s experience to improve the accessibility of procedures and online tools aimed at the citizens ¡. As a result, multiple tests are carried out for our digital strategy and improvements. |
No |
1.3 - Ecosystem
Does the local authority provide APIs to other administrations and to private companies? Evidence: Even though we don’t have available the specific number of how many external organisations (public and private) access the API monthly on average, we do have the services of “Via Oberta” and the datasets on our Open Data Portal. Which can be consulted on the following link:
https://seu-e.cat/ca/web/olesademontserrat/dades-obertes
|
No |
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, such as IdCat (provided to all Local Authorities from Catalonia Region, information on: https://bpm.olesademontserrat.cat/OAC/CdS.html?tramit=30 ), e-Notum (information available on: https://www.olesademontserrat.cat/seu-electronica/notificacions.htm ), e-Tram (general maerial on: https://campus.aoc.cat/project/e-tram-2-0/ ) and e-Tauler (https://tauler.seu.cat/inici.do?idens=814770005). |
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? |
No |
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)? Evidence: We usually use web analytics to improve our digital services like Google Analytics. The provider of the Olesa de Montserrat Council’s web also analyses the users experience and the most frequent errors to correct and improve it. This data is explained at: https://www.olesademontserrat.cat/industrial/lnk9/politica-de-cookies.htm |
Yes |
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: Most of the services offered are available online. In specific, all of them except one, the digital certification (that requires identity verification). The list of them is reflected on the following link: https://bpm.olesademontserrat.cat/OAC/CdS.html?idioma=ca |
Yes |
Does the local authority have a dedicated app that is downloaded by more than 20% of the population? Evidence: This app is available for all Spanish people, once inside it is redirected to each City that is registered on that service (the person selects the one). So, the numbers of users are not exclusively from Olesa de Montserrat.
This last year, there have been 2.650 users registered from Olesa de Montserrat, although the number of downloads is higher (according to information from the company that manages the application). |
No |
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)? |
NA |
Does the local authority provide habitually to citizens the possibility to check online the progress status of the services they request? Evidence: Once the citizens have identified themselves on “Carpeta Ciutadana”, they can consult the progress status of the services they requested or all individual files regarding them. Access can be made from: https://identitats-dr.aoc.cat/o/oauth2/auth?lang=es&scope=autenticacio_usuari&redirect_uri=https://ovt.gencat.cat/carpetaciutadana360/AppJava/api/login&response_type=code&client_id=gsit.gencat.cat&approval_prompt=auto&state=_set-locale=es_ES |
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: Yes, same design is applied to the City Council’s websites. The predominant color is white and blue with some green touches. The text size can be adjusted so that people with visual problems can read all the information perfectly. Writing format (fonts) is the same for every site. This is explained for internal workers as a guideline in our intranet, but people can consult some data published on: https://www.olesademontserrat.cat/lnk8/accessibilitat.htm
Example of it:
https://www.olesademontserrat.cat/
https://www.turismeolesademontserrat.cat/
https://www.olesademontserrat.cat/industrial
All these websites share the same web developer: IDISC Information Technologies. |
Yes |
Does the local authority provide the possibility to citizens to have live audio/video interaction (such as videoconference or single telephone number)? Evidence: Citizens can contact the City Council at the following number: 937780050, from 8.30 a.m. to 8 p.m.
For more information: https://www.olesademontserrat.cat/pl258/el-municipi/id550/oficina-d-atencio-ciutadana-oac.htm
To hold meetings with specific workers through videoconference, they will be provided the contact email to be able to schedule an appointment.
|
Yes |
Are the local authority web services in line with accessibility guidelines (WCAG)? Evidence: Yes, information available on: https://seu-e.cat/ca/web/olesademontserrat/accessibilitat |
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, for instance: Valid, Dnie and IdCat (https://bpm.olesademontserrat.cat/OAC/CdS.html?tramit=30) |
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, following national and European regulations, all information on data protection is available at our website: https://www.olesademontserrat.cat/lnk20/proteccio-de-dades.htm with rectification forms for example. |
Yes |
Has the local authority in place documents on measures, practices or procedures on ICT security? Evidence: We don't have internal documents but following what it is in order to fulfill the national security scheme (national law on cybersecurity for public administrations).
Example of the access of the Olesa de Montserrat’s electronic portal and their fulfil of the security law’s, are available on: https://seu-e.cat/ca/web/olesademontserrat/accessibilitat
|
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, information and the online mechanism can be found on: https://www.olesademontserrat.cat/ajuntament-seu-electronica/queixes-i-suggeriments.htm |
Yes |
Has the local authority put in place structured means for users to provide feedback? Evidence: Yes, it can be made on:
https://www.olesademontserrat.cat/ajuntament-seu-electronica/queixes-i-suggeriments.htm |
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? Evidence: Once our citizens have provided documents required for old procedures, there is no need for them to do it again on cases that no change has been made. This information is available for them and for this Local Authority on “Via Oberta”: https://seu-e.cat/ca/web/olesademontserrat/dades-obertes |
Yes |
Does the local authority encourage the use of standards in IT development and procurement? Evidence: Es prioritza l'adquisició de programari lliure per a la reducció dels costos. |
No |
Has the local authority policies in place to encourage the use of open source solutions? |
No |
Outcome
3.1 - Adoption
Considering only services that are available online, are the majority of transactions carried out online? Evidence: Most of transactions are carried out online, according Citizens Attention’s Office data, the 67% during 2022. |
Yes |
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? |
No |
Does the authority measure the amount of annual financial savings for the public administration? Evidence: As part of the Open Administration Consortium of Catalonia (AOC Consortium), they analyse the amount of annual financial savings for the public administration through this page, where Olesa de Montserrat can be found using the searcher:
https://www.aoc.cat/projecte-innovacio/metodologia-de-calcul-dels-estalvis-de-lus-de-ladmininistracio-digital/ or https://www.aoc.cat/indicadors/
This initiative aims to promote the creation of value through the reuse of public information, facilitate the internal organization of the Administration's information systems and promote interoperability between public services. |
Yes |
3.3 - Satisfaction
Does the local authority measure the citizens’ level of satisfaction with regards to the services’ provision? Evidence: The citizens who come to the City Council have tablets where they value, through a system of colour faces, their satisfaction level with the services they have received. At the same time, the Department of Citizen Participation is preparing tests aimed at all publics so that they can indicate what they value most positively and where the Local Authority should work to improve.
More specifically, there are tests for every service offered, that can be answered, for instance: https://participa311-olesademontserrat.diba.cat/assemblies/valoracio-serveis
|
NA |
Is the share of satisfied users above 80%? Evidence: The positive user’s satisfaction level for 2022 is 92.6%, according Citizens Attention’s Office data. |
NA |
Background Information
24272
Total population
233
Total number of employees in the city/region administration
25153103
Total annual budget (last year or average of the last three years)
4
Number of ICT specialists employed directly (full-time equivalent)
2
Number of ICT specialists employed indirectly (subcontracting/outsourcing)