Ferrara
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: Google Workspace: 105 employees
Geographic information system: 100 employees
Various applications (protocol, accounting, ordinances, contracts, etc.): 1000 (600 unique people) |
Yes |
Has the local authority provided training on ICT to citizens in the last three years? Evidence: Number of citizen involved in ICT training in the last three years: 1.072 (Pane & Internet project: https://www.paneeinternet.it) |
Yes |
1.2 - Strategies
Does the local authority have a digital strategy less than three years old? Evidence: The Municipality of Ferrara has a three-years digital innovation plan and a department dedicated to its development:
https://ferrara.trasparenza-valutazione-merito.it/web/trasparenza/papca-g/-/papca/display/1447242?p_auth=ZdV1VmrO&p_p_state=pop_up
https://www.comune.fe.it/it/b/26616/servizio-sistemi-informativi-agenda-digitale-statistica-e-citt-intelli |
Yes |
Does the local authority have a position of Chief Digital Officer or equivalent? Evidence: Municipality of Ferrara has an officer for Digital transition:
https://www.indicepa.gov.it/ipa-portale/consultazione/responsabile-transizione-digitale/ricerca-responsabile-transizione-digitale/scheda-unita-organizzativa/MWBBOG |
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? |
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: Service design and user experience are mentioned in the three-years digital innovation plan:
https://ferrara.trasparenza-valutazione-merito.it/web/trasparenza/papca-g/-/papca/display/1447242?p_auth=ZdV1VmrO&p_p_state=pop_up
https://ferrara.trasparenza-valutazione-merito.it/web/trasparenza/papca-g?p_p_id=jcitygovalbopubblicazioni_WAR_jcitygovalbiportlet&p_p_lifecycle=2&p_p_state=pop_up&p_p_mode=view&p_p_resource_id=downloadAllegato&p_p_cacheability=cacheLevelPage&_jcitygovalbopubblicazioni_WAR_jcitygovalbiportlet_downloadSigned=true&_jcitygovalbopubblicazioni_WAR_jcitygovalbiportlet_id=3827770&_jcitygovalbopubblicazioni_WAR_jcitygovalbiportlet_action=mostraDettaglio&_jcitygovalbopubblicazioni_WAR_jcitygovalbiportlet_fromAction=recuperaDettaglio |
Yes |
1.3 - Ecosystem
Does the local authority provide APIs to other administrations and to private companies? |
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: Online services developed by Municipality of Ferrara that need authentication are integrated with Italian eID |
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)? |
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: 71% of services offered by Municipality of Ferrara are digitalized and are available online
See https://digitale.regione.emilia-romagna.it/notizie/archivio/2023/marzo/report-servizi-online-2022.pdf/@@download/file/Report-SERVIZI%20ONLINE%202022.pdf |
Yes |
Does the local authority have a dedicated app that is downloaded by more than 20% of the population? |
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)? Evidence: The main action asked to public administratios in order to fulfill the Single Digital Gateway requirements, is to allow authentication to online services using eIDAS. Access to all online services developed and deployed by Ferrara is possibile using SPID (Italian national eID), that is compliant with eIDAS requirement. |
No |
Does the local authority provide habitually to citizens the possibility to check online the progress status of the services they request? |
No |
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: All sections of the new web site of the Municipality of Ferrara have a coherent look and feel. All pages have the same structure, header, footer and menu. Colour palette, font, and text sizes are coherent in all the website. Main links are identical (link to social networks, breadcrumbs, search, …) Some examples of sections and internal webpages with the same look & feel:
https://www.comune.fe.it/
https://www.comune.fe.it/it/novit%C3%A0
https://www.comune.fe.it/it/documenti-e-dati
https://www.comune.fe.it/it/b/11822/rinascimento-a-ferrara-de-roberti-e-costa-a-palazzo-diamanti |
Yes |
Does the local authority provide the possibility to citizens to have live audio/video interaction (such as videoconference or single telephone number)? Evidence: There is a single telephone number (toll-free): 800532532.
You can find this information in the footer of all webpages (eg in the homepage: https://www.comune.fe.it/)
“Centralino: 800532532” |
Yes |
Are the local authority web services in line with accessibility guidelines (WCAG)? Evidence: The new website is compliant with WCAG (onlilne check) |
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: It is compulsory to use SPID (Italian authentication service) for all online services |
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.)? |
No |
Has the local authority in place documents on measures, practices or procedures on ICT security? |
No |
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? |
No |
Has the local authority put in place structured means for users to provide feedback? |
No |
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? |
No |
Does the local authority encourage the use of standards in IT development and procurement? Evidence: Use of standards in IT development are supported by ICT department and mentioned in all call for tenders
|
Yes |
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: 54% of services transactions are carried out online. The following documents describe online service utilization and online service interactivity:
• https://digitale.regione.emilia-romagna.it/dati-e-pubblicazioni/pubblicazioni/2021/02_report_bench_2020_usoservizionline.pdf/@@download/file/02_report_bench_2020_usoservizionline.pdf
• https://digitale.regione.emilia-romagna.it/dati-e-pubblicazioni/pubblicazioni/2021/01_report_bench_2020_servizionline_indiceinterattivita.pdf/@@download/file/01_report_bench_2020_servizionline_indiceinterattivita%CC%80.pdf
At the following URL you can access a gsheet file with details about the digitalisation of all Municipalities of Emilia-Romagna (including Ferrara). Among other data, there are details about utilisation of some online services. For example cell BA244: SUAP online is 100% for Ferrara.
https://docs.google.com/spreadsheets/d/11V4k5VV5EaTQPxe2TGGzvmHBYYnfA1hP/edit#gid=1081577845
|
Yes |
Does the local authority publish data on usage of online services (such as a dashboard with metrics on transactions) on a regular basis? Evidence: https://digitale.regione.emilia-romagna.it/dati-e-pubblicazioni/pubblicazioni/2022/2021
https://digitale.regione.emilia-romagna.it/notizie/archivio/2023/marzo/i-servizi-online-della-pa-locale-emiliano-romagnola-il-report-2022.
The following documents describe online service utilization and online service interactivity:
• https://digitale.regione.emilia-romagna.it/dati-e-pubblicazioni/pubblicazioni/2021/02_report_bench_2020_usoservizionline.pdf/@@download/file/02_report_bench_2020_usoservizionline.pdf
• https://digitale.regione.emilia-romagna.it/dati-e-pubblicazioni/pubblicazioni/2021/01_report_bench_2020_servizionline_indiceinterattivita.pdf/@@download/file/01_report_bench_2020_servizionline_indiceinterattivita%CC%80.pdf
|
Yes |
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? |
No |
3.3 - Satisfaction
Does the local authority measure the citizens’ level of satisfaction with regards to the services’ provision? |
No |
Is the share of satisfied users above 80%? |
No |
Background Information
131.417
Total population
1017
Total number of employees in the city/region administration
2000000 ICT only
Total annual budget (last year or average of the last three years)
15
Number of ICT specialists employed directly (full-time equivalent)
2
Number of ICT specialists employed indirectly (subcontracting/outsourcing)