Barcelona *

1. Enablers

1.1 - Skills

Does the local authority have internally any position such as service designers OR user researchers OR user experience experts?

Has the local authority provided training on service design or user research to its employees in the last three years?

If yes, provide the evidence, including the approximate number of people trained

Several ICT training programmes are in place and they cover a wide range of skills (from beginners until experts). These courses are being taught through Barcelona Activa, the Council's economic development agency under the umbrella of the Cibernàrium programme. Along these 20 years, Cibernàrium has scheduled more than 52,000 training sessions attended by 140,000 different people. The impact these sessions have had on users (cibers) is so positive that they value them with an average score of 8.3. See for instance: https://cibernarium.barcelonactiva.cat/en/fem-20-anys;jsessionid=4FBBD6D4441189B675824501A8B2F4F0 See for instance https://www.barcelonactiva.cat/en/itacademy See the report for the Cibernarium's 20th anniversary: https://cibernarium.barcelonactiva.cat/documents/10180/0/20years_Cibernarium_ENG_tcm103-51578.pdf/e993a7a2-4ee0-4238-abfd-c5250d23db07

Has the local authority provided training on ICT to its employees in the last three years?

Yes

Has the local authority provided training on ICT to citizens in the last three years?

Yes

If yes, provide the evidence, including the approximate number of people trained

ICT training is being provided to ICT specialists in a regular basis. ICT training is also offered to the rest of the organisation employees but it is not mandatory.

1.2 - Strategies

Does the local authority have a digital strategy less than three years old?

Yes

If yes, provide the evidence

Yes, available here: https://ajuntament.barcelona.cat/digital/sites/default/files/mesura_de_govern_intel_ligencia_artificial_eng.pdf

Does the local authority have a position of Chief Digital Officer or equivalent?

Yes

If yes, provide the evidence

Yes, Mr. Michael Donaldson. https://ajuntament.barcelona.cat/es/organigrama-municipal/organ/Comisionado%20de%20Innovaci%C3%B3n%20Digital%2C%20Administraci%C3%B3n%20Electr%C3%B3nica%20y%20Buen%20Gobiern

Does the local authority have formal service standard (like for instance the UK Government Digital Service standards)?

Yes

If yes, provide the evidence

Yes, available here: https://www.barcelona.cat/digitalstandards/en/init/0.1/index.html

Does the local authority have design guidelines valid across departments, including for instance standards or protocols for simple language?

Does the local authority have in place formal methods to monitor and enforce such service standards and design guidelines?

Are service design or user experience mentioned in digital strategy or some other strategy level document?

Yes

If yes, provide evidence

Yes, available here: https://ajuntament.barcelona.cat/digital/sites/default/files/LE_MesuradeGovern_EN_9en.pdf

1.3 - Ecosystem

Does the local authority provide APIs to other administrations and to private companies?

Yes

If yes, how many external organisations (public and private) access the API monthly on average?

Yes, open data is available through API, for instance. Analytics data available: https://opendata-ajuntament.barcelona.cat/en/analytics

Does the local authority use standardised services modules, provided at national or European level (e.g. CEF building blocks, national payment service or eID)?

Yes

If yes, provide evidence of standardised services modules

Yes idCAT, the regional eID module, is fully integrated within online procedures.

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?

Yes

If yes, provide evidence of collaborations carried out

Yes through BIT Habitat Foundation through urban challenges. https://bithabitat.barcelona/es/proyectos/retos-urbanos/

2. 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?

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?

Does the local authority habitually use specific service co-design / user research sessions with disadvantaged communities (e.g. minorities, elderly, disabled people, etc.)?

Does the local authority habitually use web analytics and other service data to improve digital services (e.g. completion rates and most frequent errors)?

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)?

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)?

Yes

If yes, provide evidence of the percentage of service provided online

Yes, through the procedure virtual office https://seuelectronica.ajuntament.barcelona.cat/oficinavirtual/es

Does the local authority have a dedicated app that is downloaded by more than 20% of the population?

Yes

If yes, provide evidence (e.g. name of the app)

Yes, Barcelona a la butxaca (i.e. Barcelona in your pocket)

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?

Has the local authority already fulfilled the requirements of the <a target="_blank" href="https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=uriserv:OJ.L_.2018.295.01.0001.01.ENG&toc=OJ:L:2018:295:TOC">Single Digital Gateway</a> (deadline end of 2022)?

Does the local authority provide habitually to citizens the possibility to check online the progress status of the services they request?

Yes

If yes, provide evidence

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)?

Do all the websites or websites sections of the local authority have consistent design and look&feel?

Yes

If yes, explain how (e.g. use of colour palette, consistent text size and fonts used, etc)

Same template. For the sake of a example take a look to: https://ajuntament.barcelona.cat/ca/ https://seuelectronica.ajuntament.barcelona.cat/oficinavirtual/es https://www.barcelona.cat/ca/ Different domains, same look and feel.

Does the local authority provide the possibility to citizens to have live audio/video interaction (such as videoconference or single telephone number)?

Yes

If yes, provide evidence on what type of interaction

Since the COVID-19 pandemic outbreak onwards there exist telephone and videoconference assistance for executing main local procedures. https://ajuntament.barcelona.cat/hisenda/sites/default/files/2021-04/transcript-video-accessibilitat-visual-castella.pdf https://ajuntament.barcelona.cat/en/public-communication-chanels/telephone-communication-channels-citizens/the-city-council-calls-you

Are the local authority web services in line with <a href="https://www.w3.org/TR/WCAG21/" target="_blank" >accessibility guidelines (WCAG)</a>?

Yes

If yes, provide examples of WCAG guidelines compliance with web services

Not all web services are in line with WCAG but we are working on it! see: https://ajuntament.barcelona.cat/en/accessibility

2.4 - Security and privacy

Are the users able to use national eID, as a means of authentication for online services requiring authentication?

Yes

If yes, provide evidence

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.)?

Yes

If yes, provide evidence of the measures put in place to ensure citizens' control over the data held about them

Yes, measures set by GDPR act.

Has the local authority in place documents on measures, practices or procedures on ICT security?

Yes

If yes, provide evidence of what documents

Non-disclosed internal documents but following what it is said in the national security scheme (national law on cybersecurity for public administrations).

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?

Yes

If yes, provide evidence on what online mechanisms for complaints have been put in place

Yes, through an online form on each specific procedure or by using the general form.

Has the local authority put in place structured means for users to provide feedback?

Yes

If yes, provide evidence on how users can provide feedback

See for instance: https://atencioenlinia.ajuntament.barcelona.cat/fitxa/alta?language=ca&style=ciuatada&c1022=20060001211&detall=2266&c530=Autoliquidaci%C3%B3%20de%20l%27impost%20sobre%20l%27increment%20de%20valor%20dels%20terrenys%20de%20naturalesa%20urbana%20(plusv%C3%A0lua)&i=c&origen=portal_tramits