Emilia-Romagna Region

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?

Yes

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

Number of citizen involved in ICT training in 2020, 2021 and 2022: First level Digital course 2003 Second level Digital course 1644 Digital competences 3644 Digital culture 9177 Digital training for teachers 377 TOTAL 16845

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

In the last three year, 85 employees took a service design course.

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

In the last year twenty employees had training about agile methodology and microservices. Regione Emilia-Romagna has also an e-learning platform where it's possible to find several ICT courses: https://www.self-pa.net/

1.2 - Strategies

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

Yes

If yes, provide the evidence

Regione Emilia-Romagna has a digital agenda published the 23rd of February 2021. More details about the digital agenda "Data Valley Bene Comune": https://digitale.regione.emilia-romagna.it/dvbc/data-valley-bene-comune

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

Yes

If yes, provide the evidence

Like any other local authority in Italy, Regione Emilia-Romagna has an officer for Digital transition: https://www.indicepa.gov.it/ipa-portale/consultazione/responsabile-transizione-digitale/ricerca-responsabile-transizione-digitale/lista-utd/Frieri%20Francesco%20Raphael/73971/scheda-unita-organizzativa/GJDXEF

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

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

Chapter 5 of "Data Valley Bene Comune", Emilia-Romagna digital agenda, is about public online digital services and mention both service design and user experience.

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?

Emilia-Romagna region exposes touristic information using API. Data can be used for personal or business with no limitation: https://developers-italia-it-git-for-ff90a6-dip-trasformazione-digitale.vercel.app/it/api/opendata-ert

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

All services developed by Emilia-Romagna are integrated with Italian payment platform and Italian eID

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

During a test before invest initiative, before we published the call for tender we met 12 innovative SMEs to discover new ideas and products. The test before invest want to develop an online service for the exploration of the naturalistic and cultural routes of Emilia-Romagna. The application will offer information and tools necessary to plan, carry out and memorize regional itineraries. Here you can find the enterprises' invitation: https://digitale.regione.emilia-romagna.it/notizie/archivio/2022/settembre/indagine-conoscitiva-per-la-realizzazione-di-una-applicazione-web-per-l2019esplorazione-dei-sentieri-naturalistici-dell2019emilia-romagna Due to the positive results, we plan to replicate this initiative for other innovative services.

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

All services offered by Regione Emilia-Romagna are digitalized and are available online.

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

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?

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)?

Yes

If yes, provide evidence of usability assessments carried out

All online services carry out accessibility and usability assessments. Results are available online on a national website: See an example of accessibility statement: https://form.agid.gov.it/view/f4b5c869-d766-4217-ba58-4dd6f433abac/ We are also using new specific usability tests with eGLU methodology: https://docs.italia.it/italia/designers-italia/manuale-operativo-design-docs/it/versione-corrente/doc/design-research/test-usabilita.html#protocollo-eglu-lg-per-la-realizzazione-di-test-di-usabilita. Results will be published online

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)

All Regional websites have the same colour palette the same structure, font, text size Following the list of Regional specific websites: https://www.regione.emilia-romagna.it/aree-tematiche/aree-tematiche

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

Emilia-Romagna Region provides a single (free) telephone number for all citizens issues: 800.66.22.00

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

All Regional webpages are checked with Italian accessibility guidelines.

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

It is compulsory to use SPID (Italian authentication service) for all online services. Emilia-Romagna region comply this rule

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.)?

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

Yes

If yes, provide evidence of what documents

Emilia-Romagna region has specific guidelines for security and all web pages and applications must comply with these guidelines. All web pages and applications are tested before utilization. Tests are related to various aspect of the applications: Authentication Authorization User session management Data validation Error handling Tracking / Logging Monitoring Data encryption Availability of data Project documentation Application code Applications for mobile devices Minimum measures to be observed for all treatments Additional minimum measures to be observed in the case of processing of sensitive and / or judicial data Unsupported Technology With Known Vulnerability Cross Site Request Forgery Clickjacking Information Leakage Bad Cookie SQL Injection No Logout A final report is delivered to the developers in order to fix possible errors. For security reason there is no public documentation about the tests performed.

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?

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

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?

Does the local authority encourage the use of standards in IT development and procurement?

Yes

If yes, provide evidence

Calls for tender related to online services development for Emilia-Romagna include the following national guidelines: - Interoperability: https://www.agid.gov.it/sites/default/files/repository_files/linee_guida_interoperabilit_tecnica_pa.pdf - Accessibility: https://www.agid.gov.it/sites/default/files/repository_files/linee_guida_accessibilita_versione_rettifica_del_23_luglio_2020_002.pdf - Security: https://www.agid.gov.it/it/sicurezza/cert-pa/linee-guida-sviluppo-del-software-sicuro

Has the local authority policies in place to encourage the use of open source solutions?

Yes

If yes, provide evidence

In all calls for tender of Emilia-Romagna Region, if an open source solution is available, it is suggested to use open source technologies and platforms. See https://www.agid.gov.it/it/design-servizi/riuso-open-source

3. Outcome

3.1 - Adoption

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

Yes

If yes, provide evidence of the percentage of transactions carried out online

At this link you can find details about online services: https://digitale.regione.emilia-romagna.it/dati-e-pubblicazioni/pubblicazioni/2022/2021. Unfortunately the document describes municipal services and does not include Regional services. Percentage of transaction for online Regional services is 100%.

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

Every year Regione ER publish data about online services utilization for all local authority https://digitale.regione.emilia-romagna.it/dati-e-pubblicazioni/pubblicazioni/2022/2021