Bratislava
Enablers
1.1 - Skills
Does the local authority have internally any position such as service designers OR user researchers OR user experience experts? Evidence: 7 FTE service designers and product managers at the department of Innovation and Digital Services |
Yes |
Has the local authority provided training on service design or user research to its employees in the last three years? Evidence: Basic overview of the design thinking process at regular show and tell meetings attended by approximately 100 city employees.
Project based involvement of 40 city employees in different projects such as digital tax payment, digitalisation of city organisations, new processes connected to Bratislava ID - city account. |
Yes |
Has the local authority provided training on ICT to its employees in the last three years? Evidence: Yes, training in basic digital skills and digital tools for at least 100 city employees |
Yes |
Has the local authority provided training on ICT to citizens in the last three years? |
NA |
1.2 - Strategies
Does the local authority have a digital strategy less than three years old? Evidence: https://bratislava.sk/en/city-of-bratislava/projects/innovation-team-bratislava - Approved by the City Council in May 2022 |
Yes |
Does the local authority have a position of Chief Digital Officer or equivalent? Evidence: https://www.linkedin.com/in/petradzurovcinova/ |
Yes |
Does the local authority have formal service standard (like for instance the UK Government Digital Service standards)? Evidence: https://cdn-api.bratislava.sk/strapi-homepage/upload/Inovacie_koncepcia_ENG_f5c8f1d0bf.pdf
In pages 30-32, the principles outlined are formal service standards.
|
Yes |
Does the local authority have design guidelines valid across departments, including for instance standards or protocols for simple language? Evidence: The city has process for copy writing and editing connected to the city website. |
Yes |
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, page 30- 32 - https://cdn-api.bratislava.sk/strapi-homepage/upload/Inovacie_koncepcia_ENG_f5c8f1d0bf.pdf
Bratislava 2030 strategy - Specific goal C. 3. 2. 2 Digitálne sebavedomé mesto - https://bratislava2030.sk/wp-content/uploads/2023/03/A-C-Strategicka-cast-Bratislava-2030_032023.pdf |
Yes |
1.3 - Ecosystem
Does the local authority provide APIs to other administrations and to private companies? Evidence: https://opendata.bratislava.sk/
And in particular: https://opendata.bratislava.sk/page/openapi |
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)? |
No |
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: City lab pilots - https://inovacie.bratislava.sk/mestske-laboratorium/
Annual city hackathon - Climathon - https://inovacie.bratislava.sk/en/climathon-en/ |
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? Evidence: User research starts with problem definition that is validated with key users - internal and residents.
Low - fidelity prototype testing
Clickable prototype testing - Figma flows
|
Yes |
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? Evidence: At least 5 different sessions in different settings.
For example we have property tax payment service after which we review the service and have a feedback session with users. The same with summer season for swimming pools. We usually launch another 2-3 services and review how they are received. |
Yes |
Does the local authority habitually use specific service co-design / user research sessions with disadvantaged communities (e.g. minorities, elderly, disabled people, etc.)? Evidence: User testing of digital services is always done with disabled users and seniors. |
Yes |
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: https://plausible.io/bratislava.sk/
User review after services use - measuring Net Promoter Score |
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: Yes, based on user feedback.
The property tax payment service is being reviewed and improved every year. The same thing with swimming pool tickets which we have running for 3 years now and improving it every year. We are also using analytical tools such as hotjar and contact forms to receive feedback from users for service improvements and development of services. We are planning to have a development plan published openly for anyone to review. |
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)? |
No |
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? Evidence: Yes, we have released on 4 April 2023 our Bratislava ID - umbrella account for residents to access all city services https://bratislava.sk/konto |
No |
Has the local authority already fulfilled the requirements of the Single Digital Gateway (deadline end of 2022)? Evidence: English version of city website, Bratislava ID will be translated shortly, Payment via payment gateway, ApplePay, GooglePay and QR code, |
No |
Does the local authority provide habitually to citizens the possibility to check online the progress status of the services they request? Evidence: Will be included in the Bratislava ID in May 2023 |
NA |
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)? Evidence: Structured feedback forms used after every digital service. |
NA |
Do all the websites or websites sections of the local authority have consistent design and look&feel? Evidence: We use Bratislava's own design system inspired by gov.uk. You can view it here: https://www.figma.com/file/17wbd0MDQcMW9NbXl6UPs8/DS-ESBS%3A-Component-library?node-id=438-946 |
Yes |
Does the local authority provide the possibility to citizens to have live audio/video interaction (such as videoconference or single telephone number)? Evidence: Front office has these channels to respond to all residents needs
info@bratislava.sk
+421 259 356 111 |
Yes |
Are the local authority web services in line with accessibility guidelines (WCAG)? Evidence: We have to comply with the rules with structuring the websites and other services so they are accessible via readers for visually impaired.
More: https://bratislava.sk/en/accessibility-statement |
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: https://esluzby.bratislava.sk/ |
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: In https://bratislava.sk/konto users can see the status of their data and take control after they sign up. |
Yes |
Has the local authority in place documents on measures, practices or procedures on ICT security? Evidence: Cyber security policy and standards |
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://bratislava.sk/rychle-zasahy |
Yes |
Has the local authority put in place structured means for users to provide feedback? Evidence: Feedback form is available after using every digital service. |
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: We are using our own datasets and national registries when residents are applying for services. This is a key feature of the Bratislava ID, the platform where all digital services are accessed. |
Yes |
Does the local authority encourage the use of standards in IT development and procurement? Evidence: Yes, we have our selected tech stack which we are using across our services and adding them to github.
We do have standards set in our procurement, agile development and publishing our code on GitHub https://github.com/bratislava example of our public procurement here https://ted.europa.eu/udl?uri=TED:NOTICE:289579-2022:TEXT:SK:HTML |
Yes |
Has the local authority policies in place to encourage the use of open source solutions? Evidence: https://github.com/bratislava |
Yes |
Outcome
3.1 - Adoption
Considering only services that are available online, are the majority of transactions carried out online? |
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: We made our web analytics available online through Plausible on each website we have prepared. https://plausible.io/bratislava.sk/
After digitising our tax payment service, in 2021 446 citizens participated and in 2022 this number rose to 5058. |
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? Evidence: As part of our KPIs we review how long it takes on average to use our services online and offline. For example when we introduced online tickets for swimming pools we knew that visitors wait one minute for ticket at the ticket booth. During hot days, the wait could be 30 or more minutes. Buying a ticket online takes less than a minute and the ticket is valid throughout the season at any pool any time. The same with digital property tax payment, the offline process takes quite a lot of time, residents need to go personally to the post office, wait in line (average 3 minutes), open the envelope and pay either at the post office or at home via bank transfer. Online process sends you an email with QR code or link to the payment gateway with all your details so it can be done within a minute or two. |
Yes |
Does the authority measure the amount of annual financial savings for the public administration? Evidence: Yes, we have internal calculation on how much would a service cost procured vs made internally for different services such as city website, city parking system etc.
For the property tax service, we calculate that the cost of a simpler way to send a bill in
response to Covid-19 was €144, 394 and the cost to send a bill in 2022 through authorised mail was €494,810. |
Yes |
3.3 - Satisfaction
Does the local authority measure the citizens’ level of satisfaction with regards to the services’ provision? Evidence: Yes, as mentioned above we prepare regular feedback forms measuring the level of satisfaction and NPS.
https://forms.office.com/Pages/ResponsePage.aspx?id=Tudp_mYey0-ZxVjkotKgYzPfQUHlnllIsPHBW0o8KeNUQlMzWEw1WEZIWEM2SThRNVBUREhWNFlISC4u this is a sample survey we will be releasing after the property tax payment.
|
Yes |
Is the share of satisfied users above 80%? Evidence: With the digital tax payment we have reached NPS of 90. |
Yes |
Background Information
497 895
Total population
950
Total number of employees in the city/region administration
490 mil EUR
Total annual budget (last year or average of the last three years)
40
Number of ICT specialists employed directly (full-time equivalent)
15
Number of ICT specialists employed indirectly (subcontracting/outsourcing)