Sant Boi de Llobregat
Enablers
1.1 - Skills
Does the local authority have internally any position such as service designers OR user researchers OR user experience experts? Evidence: 2 positions:
- chief of digital transformation projects
- technician of digital transformation |
Yes |
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: 200 people directly and the totally with auto-training material such as web-sites with tutorials.
|
Yes |
Has the local authority provided training on ICT to citizens in the last three years? Evidence: For different groups of interest:
- old people (https://cibergran.wordpress.com)
- students and women (https://latecnologa.cat/) |
Yes |
1.2 - Strategies
Does the local authority have a digital strategy less than three years old? Evidence: We have our own systems plan that include digital transformation strategy, and also we have the digital agenda for Catalonia's municipalities.
Link to our own systems plan: https://drive.google.com/file/d/1ZLB-G6ANzixRepc4sLdBaZgaShEuPQ23/view?usp=sharing
Link to the digital agenda for Catalonia's municipalities: https://www.localret.cat/wp-content/uploads/2022/11/agenda_digital_municipis_catalunya_202211_compressed-1.pdf |
Yes |
Does the local authority have a position of Chief Digital Officer or equivalent? Evidence: We have two positions related to Chief Digital Officer:
- 1 Chief Data Officer
- 1 Chief of Digital Transformation Project (as I mentioned before) |
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: One chapter of the System Plan is dedicated to Digital Strategy. |
No |
1.3 - Ecosystem
Does the local authority provide APIs to other administrations and to private companies? Evidence: In our Open Data Portal you can access the data via API.
(dadesobertes.santboi.cat) |
NA |
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: National payment (RedSys) |
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? Evidence: We have a City Strategy named (Pacte de Ciutat) co-designed with different social entities of the city.
Also we have different participated processes (https://participa.santboi.cat) |
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.)? |
NA |
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: Google Analytics |
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: We offer the majority of procedures digitally through https://seuelectronica.santboi.cat/ |
Yes |
Does the local authority have a dedicated app that is downloaded by more than 20% of the population? Evidence: M7 citizen security |
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)? |
No |
Does the local authority provide habitually to citizens the possibility to check online the progress status of the services they request? Evidence: https://seuelectronica.santboi.cat/ |
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: We are working in a new website www.santboi.cat |
No |
Does the local authority provide the possibility to citizens to have live audio/video interaction (such as videoconference or single telephone number)? Evidence: https://seuelectronica.santboi.cat/PaginesW.nsf/Web/Planes/A76EE896547F51A6C12583AE00292720?OpenDocument&Clau=citaprevia&Idioma=ca&Seu=S
Also we offer attention with videoconference for some procedures. |
Yes |
Are the local authority web services in line with accessibility guidelines (WCAG)? |
No |
2.4 - Security and privacy
Are the users able to use national eID, as a means of authentication for online services requiring authentication? Evidence: https://identitats.aoc.cat/o/oauth2/auth?scope=autenticacio_usuari&state=JmFtYml0PUNBUlBFVEEmU2V1PVM=&redirect_uri=https://seuelectronica.santboi.cat/RGEW.nsf/Valida?OpenAgent&response_type=code&client_id=tramits.santboi.cat&approval_prompt=auto |
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: https://www.santboi.cat/Publi165.nsf/ca-VistaWebSumari-BASE?ReadForm&Clau=PDADES&Idioma=ca&Seu=N |
Yes |
Has the local authority in place documents on measures, practices or procedures on ICT security? Evidence: It is internally https://sites.google.com/santboi.cat/ciberseguretat?pli=1 |
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: https://www.santboi.cat/paginesW.nsf/Web/Planes/371346BFF9DB0616C125751D003C8EE1?OpenDocument&Clau=BCiutada&Idioma=ca |
Yes |
Has the local authority put in place structured means for users to provide feedback? Evidence: https://www.santboi.cat/paginesW.nsf/Web/Planes/371346BFF9DB0616C125751D003C8EE1?OpenDocument&Clau=BCiutada&Idioma=ca |
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: In applications forms we ask if we are authorised to use information and documents owed by other administration.
|
Yes |
Does the local authority encourage the use of standards in IT development and procurement? Evidence: In the technical specifications, we either require or value the use of standards |
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: https://app.powerbi.com/view?r=eyJrIjoiM2Y1MTNjZGQtZTEwNC00MGVhLTg4NmItNDlkMWRlYjNhMWM2IiwidCI6IjM3YThhMGI5LTE4NzQtNGU1ZC1iMWY1LTExMDQwYzFjMDdmYyIsImMiOjl9 |
No |
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://app.powerbi.com/view?r=eyJrIjoiM2Y1MTNjZGQtZTEwNC00MGVhLTg4NmItNDlkMWRlYjNhMWM2IiwidCI6IjM3YThhMGI5LTE4NzQtNGU1ZC1iMWY1LTExMDQwYzFjMDdmYyIsImMiOjl9 |
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? Evidence: But only in face-to-face services |
No |
Is the share of satisfied users above 80%? Evidence: 89% |
NA |
Background Information
84000
Total population
800
Total number of employees in the city/region administration
103.904.156,00 €
Total annual budget (last year or average of the last three years)
10
Number of ICT specialists employed directly (full-time equivalent)
1
Number of ICT specialists employed indirectly (subcontracting/outsourcing)