Bratislava
1. Enablers
1.1 - Skills
Does the local authority have internally any position such as service designers OR user researchers OR user experience experts?
Yes
If yes, provide the evidence, including the approximate number of such positions
7 FTE service designers and product managers at the department of Innovation and Digital Services
Has the local authority provided training on service design or user research to its employees in the last three years?
Yes
Has the local authority provided training on ICT to its employees in the last three years?
Yes
If yes, provide the evidence, including the approximate number of people trained
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.
If yes, provide the evidence, including the approximate number of people trained
Yes, training in basic digital skills and digital tools for at least 100 city employees
1.2 - Strategies
Does the local authority have a digital strategy less than three years old?
Yes
If yes, provide the evidence
https://bratislava.sk/en/city-of-bratislava/projects/innovation-team-bratislava - Approved by the City Council in May 2022
Does the local authority have a position of Chief Digital Officer or equivalent?
Yes
If yes, provide the evidence
https://www.linkedin.com/in/petradzurovcinova/
Does the local authority have formal service standard (like for instance the UK Government Digital Service standards)?
Yes
If yes, provide the 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.
Does the local authority have design guidelines valid across departments, including for instance standards or protocols for simple language?
Yes
If yes, provide the evidence
The city has process for copy writing and editing connected to the city website.
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?
Yes
If yes, provide 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
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?
https://opendata.bratislava.sk/ And in particular: https://opendata.bratislava.sk/page/openapi
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?
Yes
If yes, provide evidence of collaborations carried out
City lab pilots - https://inovacie.bratislava.sk/mestske-laboratorium/ Annual city hackathon - Climathon - https://inovacie.bratislava.sk/en/climathon-en/
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?
Yes
If yes, provide evidence on the type of service sessions
User research starts with problem definition that is validated with key users - internal and residents. Low - fidelity prototype testing Clickable prototype testing - Figma flows
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?
Yes
If yes, provide the evidence, including the approximate number of sessions or people of citizens that have engaged in service co-design practices in the past two years
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.
Does the local authority habitually use specific service co-design / user research sessions with disadvantaged communities (e.g. minorities, elderly, disabled people, etc.)?
Yes
If yes, provide evidence of research sessions with disadvantaged communities
User testing of digital services is always done with disabled users and seniors.
Does the local authority habitually use web analytics and other service data to improve digital services (e.g. completion rates and most frequent errors)?
Yes
If yes, provide evidence of web analytics examples employed
https://plausible.io/bratislava.sk/ User review after services use - measuring Net Promoter Score
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)?
Yes
If yes, provide 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.
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?
No
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)?
No
If yes, provide evidence
Will be included in the Bratislava ID in May 2023
2.3 - Useability
If yes, provide evidence of usability assessments carried out
Structured feedback forms used after every digital service.
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)
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
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
Front office has these channels to respond to all residents needs info@bratislava.sk +421 259 356 111
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
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
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
https://esluzby.bratislava.sk/
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
In https://bratislava.sk/konto users can see the status of their data and take control after they sign up.
Has the local authority in place documents on measures, practices or procedures on ICT security?
Yes
If yes, provide evidence of what documents
Cyber security policy and standards
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
https://bratislava.sk/rychle-zasahy
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
Feedback form is available after using every digital service.
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?
Yes
If yes, provide 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.
Does the local authority encourage the use of standards in IT development and procurement?
Yes
If yes, provide 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
Has the local authority policies in place to encourage the use of open source solutions?
Yes
If yes, provide evidence
https://github.com/bratislava
3. 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?
Yes
If yes, provide evidence of what kind of data on usage are provided
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.
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?
Yes
If yes, provide the evidence, including the results
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.
Does the authority measure the amount of annual financial savings for the public administration?
Yes
If yes, provide the evidence, including the results
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.
3.3 - Satisfaction
Does the local authority measure the citizens’ level of satisfaction with regards to the services’ provision?
Yes
If yes, provide some evidence including the use of standard methods (such as Net Promoter Score)
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.
Is the share of satisfied users above 80%?
Yes
If yes, provide the numbers
With the digital tax payment we have reached NPS of 90.
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)