Benchmarking Dashboard BETA | UserCentriCities

Unione delle Terre d'Argine

Enablers

1.1 - Skills

Does the local authority have internally any position such as service designers OR user researchers OR user experience experts? Evidence: One person of ICT staff is in charge of accessibility and user experience	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: In the last three years the majority of employees had training about office automation, digital security, back-office applications. They had offline and online lessons using our internal LMS platform (Moodle)	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: 411 (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: Unione delle Terre d'Argine has a Local Digital Agenda (see the dedicated website: https://www.terredargine.it/territorio-utda/agenda-digitale-locale/78190-agenda-digitale-locale and all related news: https://www.terredargine.it/servizi/sia-utda/agenda-digitale-locale). The Local Digital Agenda is continuously updated	Yes
Does the local authority have a position of Chief Digital Officer or equivalent? Evidence: Unione delle Terre d'Argine (and all its Municipalities) has an officer for Digital transition: https://www.indicepa.gov.it/ipa-portale/consultazione/responsabile-transizione-digitale/ricerca-responsabile-transizione-digitale/scheda-unita-organizzativa/LGDSFG	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?	No

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 Unione delle Terre d'Argine (and its Municipalities) that need authentication are integrated with Italian eID. Examples: Bills for road penalties: https://terredargine.elixforms.it/rwe2/module_preview.jsp?MODULE_TAG=pm_daticonducente and then you need to use SPID (Italian eID): https://terredargine.elixforms.it/rwe2/forms/form.jsp?IUQOID=9607685&IURTLGY=schemadata&IUXSID=TX_I4130_TERREDARGINE_1681226749972_R-447765030&IUROT=true&RWE2_MODULE_ID=19726 Schools for toddlers: https://portale-terredargine.entranext.it/servizi-scolastici/nuova-richiesta/richiesta-iscrizione and then you need to use SPID (Italian eID): https://portale-terredargine.entranext.it/login	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: UTDA uses the WAI (Web Analytics Italy) platform developed by AGID (Italian Digital Agency). Analytics are analysed to verify which services are most used, which are not, and to try to understand why in order to improve them	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)? Evidence: Digital services are checked and updated more frequently than once in a year.	Yes

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: 79% of services offered by Unione delle Terre d'Argine are digitalized and are available online See Modena province 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 administrations in order to fulfil the Single Digital Gateway requirements, is to allow authentication to online services using eIDAS. Access to all online services developed and deployed by Unione delle Terre d'Argine is possible 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: Unione delle Terre d'Argine's websites is designed following Italian guidelines for websites development. All sections 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.terredargine.it/, https://www.terredargine.it/servizi/istruzione-utda/iscrizioni-online-istruzione/13732-nidi-d-infanzia, https://www.terredargine.it/servizi/ambiente-utda/11515-sezioni-reti-civiche-ambiente, etc. Also the websites of the Municipalities are coherent. See https://www.comune.campogalliano.mo.it/, https://www.comune.carpi.mo.it/, https://www.comune.novi.mo.it/	Yes
Does the local authority provide the possibility to citizens to have live audio/video interaction (such as videoconference or single telephone number)? Evidence: Unione delle Terre d'Argine provides a single telephone number. You can find this information in the footer of each webpage (eg in the homepage: https://www.terredargine.it/ ""Tel. +39 059 649 111"")	Yes
Are the local authority web services in line with accessibility guidelines (WCAG)? Evidence: Unione delle Terre d'Argine 's websites is designed following Italian guidelines for websites development: all pages are checked with Italian accessibility guidelines. Once a year, a compulsory declaration is sent to AGID (Italian Digital Agency) stating that Unione delle Terre d'Argine's websites follow accessibility rules. You can find that declaration here: https://form.agid.gov.it/view/c102a5ba-8088-4095-95f6-2e811cef62b7/	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 possibile to access all online services using SPID (Italian authentication service)	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? Evidence: As stated in AGID rule no.2/2017 (ses https://www.agid.gov.it/it/sicurezza/misure-minime-sicurezza-ict) every year Unione delle Terre d'Argine approves the minimum security measures for online services. The document is confidential	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?	No
Has the local authority put in place structured means for users to provide feedback? Evidence: Citizens can rate and send feedback: at the end of every page there is link "Rate this website". (See: "Valuta questo sito: RISPONDI AL QUESTIONARIO": https://indagini.terredargine.it/index.php/571798?lang=it&encode=)	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?	No
Does the local authority encourage the use of standards in IT development and procurement?	No
Has the local authority policies in place to encourage the use of open source solutions? Evidence: As requested by Italian laws, if an open source solution is available, in all call for tenders it is requested to use open source technologies and platforms. See https://www.agid.gov.it/it/design-servizi/riuso-open-source and Art.68 Digital Administration Code https://docs.italia.it/italia/piano-triennale-ict/codice-amministrazione-digitale-docs/it/v2018-09-28/_rst/capo6_art68.html	Yes

Outcome

3.1 - Adoption

Considering only services that are available online, are the majority of transactions carried out online?

Evidence: 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 Unione Terre Argine). Among other data, there are details about utilisation of some online services. For example cell BA360: SUAP online is 100% for Unione delle Terre d'Argine. 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?

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: At the end of every webpage, citizens can rate online services:"Valuta questo sito: RISPONDI AL QUESTIONARIO": https://indagini.terredargine.it/index.php/571798?lang=it&encode=	No
Is the share of satisfied users above 80%?	NA

Background Information

106.760

Total population

314

Total number of employees in the city/region administration

Total annual budget (last year or average of the last three years)

Number of ICT specialists employed directly (full-time equivalent)

-1

Number of ICT specialists employed indirectly (subcontracting/outsourcing)