Ghent

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

At least 10 within the organisation

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

More info: https://stad.gent/en/city-governance-organisation/city-policy/smart-city/more-smart-city#102540 In 2022: 3.592 habitants of Ghent participated in group-sessions. We organised over 300 sessions 11.877 individual questions of habitants were answered in our 36 Digipoints (around the city or in individual courses at work/at home) More info: Actions towards children and grandparents: https://www.digikriebels.be/over-digikriebels Towards elderly people: https://activiteitenldc.gent.be/Activities/Overview?searchTerm=060EF12C-A0EC-EC11-A2CD-4C52624A75B5 Cross&Learn article: https://district09.gent/nl/nieuws/crosslearn-bereikt-doel-van-1000-digi-helpers

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 3 years, several courses have been set up around Service Design. At least 5 different sessions were given, 67 people were trained. Example of courses = "Design Thinking" / "Service Design and participation"

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-related training in 2022/2021/2020: - 96 courses in 617 different sessions - in total 4.467 people participated in 1 or more courses The project "Everybody Digital" focusses on courses for our colleagues that are less digitally skilled: https://stad.gent/nl/samenleven-welzijn-gezondheid/welzijn/alle-gentenaars-digitaal-mee/allemaal-digitaal

1.2 - Strategies

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

Yes

If yes, provide the evidence

Policy note on digitization (dutch: https://stad.gent/sites/default/files/media/documents/Beleidsnota%20Meer%20dan%20een%20slimme%20stad%202020-2025.pdf )

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

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?

Yes

If yes, provide the evidence

See policy Note chapter 4.3 "Heerlijk Helder" en KUS 4.1 https://stad.gent/sites/default/files/media/documents/Beleidsnota%20Publiekszaken%202020-2025.pdf "KUS” stands for “customer oriented”-“unique”-“simple” and is a required revision on any new (and changing) piece of city regulation and form. The 'public service’ agency is responsible for this enforcement. “Heerlijk Helder” is our guidelines from the communication-service that stipulates the principles on simple language used in forms and/or letters.

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

Yes

If yes, provide evidence of monitoring methods

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

Yes

If yes, provide evidence

see policy note on digitization and "smart city": https://stad.gent/sites/default/files/media/documents/Beleidsnota%20Meer%20dan%20een%20slimme%20stad%202020-2025.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?

We have at least 6 identified customers; but many more that are non-identified: Citizen Lab; Planon; Mendix; Borders (Deurwaarders); Police; Fire brigade. We unlock our APIs via our API gateway. This information is accessible from external systems, provided they have the necessary security credentials. We look up our customers by looking at our gateway for whom all security has been set up. We disclose publicly accessible, non-privacy sensitive information via our Open data portal. Anyone can access this data without authenticating, we have no figures for this in terms of the number of customers.

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 modules with e-id reader + building block on the federal and regional level such as "Mijn Burgerprofiel" / e-box https://www.vvsg.be/kennisitem/vvsg/bouwstenen

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

hackathon: https://www.collectie.gent/kalender/hackathon "apps for ghent": https://persruimte.stad.gent/145097-apps-for-ghent-zkt-sportieve-digitale-talenten

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

Standard item in our research reports on digitisation projects. We habitually carry out user testing and UX-testing at the development and design phase of our digital services. It is included as a standard chapter and requirement in the research reports that have to be approved in order to get the financial means for digitisation projects in the City.

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.)?

Yes

If yes, provide evidence of research sessions with disadvantaged communities

As stated in the policy note on "equal opportunities" https://stad.gent/sites/default/files/media/documents/Beleidsnota%20Gelijke%20Kansen%20en%20Welzijn%202020-2025.pdf https://www.kenniscentrumvlaamsesteden.be/overhetkenniscentrum/Documents/Jaarverslag2020/2020%20presentatie%20GKM%20StadsgenotenL.pdf https://stad.gent/nl/over-gent-stadsbestuur/over-gent/werken-aan-een-toegankelijk-gent

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

We use google analytics, data studio, Hotjar and many more techniques to analyse the online search patterns of our users; https://lookerstudio.google.com/u/0/reporting/0B8iIkoyVEzzJU01ST0J2bVZJczA/page/1M https://mia.gent.be/ufc/file2/digipolis_sites/548c08ef6ad7e5fa7ebaef319866fb6e/aa61d34ecd195278f170527eeab12ebb/pr/Checklist_meten_en_evalueren.pdf

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

We estimate that around 75% of our services are provided 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?

Yes

If yes, provide evidence of proactive services

https://stad.gent/nl/over-gent-stadsbestuur/dienstverlening/proactieve-dienstverlening-gent https://district09.gent/nl/nieuws/inzetten-op-proactieve-dienstverlening-met-slimme-databevraging

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)?

Yes

If yes, provide evidence of how many and what requirements of the Single Digital Gateway have been fulfilled

All the required information was fulfilled by the imposed deadline in December 2022. We’ve followed the instructions and process of the Flemish administration. On this page you can read more about the design that Ghent also implemented. https://www.vvsg.be/nieuws/singledigitalgateway21 Today we have 50 'Ghent' products in the LPDC following the SDGR. (Next week another 7 will be added from the Party and Ambulatory Trade Service) You can consult them via this link Product catalog Flanders - Ghent. You will then end up in the product catalog of Flanders where you can consult all LPDC files of the local authorities. • General info about SDGR information obligation from Flanders https://localadministration.vlaanderen.be/sdg-locale-beleiden https://localadministration.vlaanderen.be/informatieobligation-single-digital-gateway Internally, we have a project group/editorial board that coordinates and implements the roll-out of the SDGR information obligation.

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

We provide this possibility through the Flemish module "Mijn Burgerprofiel". This is already available for: - some subsidies (subsidie wasbare luiers, subsidie milieuvriendelijke mobiliteit, ebm (niet meer gebruikt), subsidie groendak) - for permissions on intake of public space/ permissions for events on public spaces - and for parking permits. Also for the process of address change the progress status available.

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

We habitually carry out user testing and UX-testing at the development and design phase of our services. For example when we launched "MyGhent" we did user testing on how the authentication-process was seen by users. (internal pages: https://mia.gent.be/dw_site/9b2a063b72ba657ef6e810bf0edf9b33.php)

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 have our own graphic charter https://stad.gent/nl/over-gent-stadsbestuur/over-gent/gent-promoten/huisstijl-van-de-stad-gent https://stad.gent/sites/default/files/page/documents/20180315_DO_HuisstijlgidsStadGent-Quickguide_0.pdf

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

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 of our public webpages are WCAG-compliant. https://stad.gent/nl/toegankelijkheidsverklaring-stad-gent

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

In several online services you're required to use your eID as means of authentication; - https://gent.egovflow.be/request/add/EAGLE-IPR11 - https://stad.gent/nl/burgerzaken/identiteit/attest-bevolkingsregister

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

An online overview on which data is uses by the City in several services: https://verwerkingsregister.stad.gent/ - A privacy disclaimer: https://stad.gent/nl/met-respect-voor-je-privacy - Contact with DPO through an online form

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

Yes

If yes, provide evidence of what documents

Customised based on NIST framework, CIS controls with risk assessments, principles, policies, etc. (internal doc https://mia.gent.be/ufc/file2/digipolis_sites/01869046bda30059c77269d3e220aeb9/93ebb8df5ec692931353d883eec484d4/pr/20220531_-_Policy_-_Endpoint_Security.pdf)

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

There is a central complaint-service. See 7.4 in the policy note: https://stad.gent/sites/default/files/media/documents/Beleidsnota%20Publiekszaken%202020-2025.pdf https://stad.gent/nl/contact-meldpunten

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

For example: https://stad.gent/eenvoudiger and on most webpages of our city, there is a question on the bottom of the page: "did you find what you were looking for, can we help you..." Users can provide feedback through there as well.

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

Several of our online forms are connected with federal data services so that we can check there in stead of asking the citizen to provide us the info. https://stad.gent/nl/over-gent-stadsbestuur/dienstverlening/digitale-dienstverlening-uitgelegd

If yes, provide evidence

In policy note on "smart city" chapter 4.4: https://stad.gent/sites/default/files/media/documents/Beleidsnota%20Meer%20dan%20een%20slimme%20stad%202020-2025.pdf

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

Yes

If yes, provide evidence

in policy note Smart city - chapter 3.3 https://stad.gent/sites/default/files/media/documents/Beleidsnota%20Meer%20dan%20een%20slimme%20stad%202020-2025.pdf

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

We don't have an overall percentage on this, but we would estimate this around 70%. Some services are even much higher, for example some of our climate-services and subsidies, or the tool to get permissions for the use of public spaces are solely available online; Also our egov-flow services (for several official documents) get over 90% of the transactions.

Does the local authority publish data on usage of online services (such as a dashboard with metrics on transactions) on a regular basis?

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?

Does the authority measure the amount of annual financial savings for the public administration?

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)

at the Social Service-department we do a staisfaction measurement every 2 years OCMW: https://stad.gent/nl/samenleven-welzijn-gezondheid/ocmw-gent/over-het-ocmw-en-contact/tevredenheidsmeting-ocmw-gent Also at our Public service we've done a broad investigation: https://knightmoves.be/werk/stad-gent

Is the share of satisfied users above 80%?

Yes

If yes, provide the numbers

The score last time was 8,1/10 https://stad.gent/nl/samenleven-welzijn-gezondheid/ocmw-gent/over-het-ocmw-en-contact/tevredenheidsmeting-ocmw-gent