Gothenburg
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
Not sure how many but more than 10.
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
We have some education for free to our citizens. Open data for instance is a free education. www.goteborg.se/psidata
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
We educate our staff regularly in innovative thinking and service design.
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
We have online training available all the time on our intranet.
1.2 - Strategies
Does the local authority have a digital strategy less than three years old?
Yes
If yes, provide the evidence
New plan for digitalisation: Göteborgs stads plan för digitalisering 2022-2025. https://www4.goteborg.se/prod/intraservice/namndhandlingar/SamrumPortal.nsf/B92F6BB2CBB71115C12587A7004B92B9/$File/Bilaga%201%20Goteborgs%20Stads%20plan%20for%20digitalisering.pdf?OpenElement We have also signed the Living-in.eu declaration Join Boost Sustain.
Does the local authority have a position of Chief Digital Officer or equivalent?
No
Does the local authority have formal service standard (like for instance the UK Government Digital Service standards)?
No
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
We are using the innovation guide provided nationally. https://innovationsguiden.se/. Språkslagen ( simple language law). https://www.riksdagen.se/sv/dokument-lagar/dokument/svensk-forfattningssamling/spraklag-2009600_sfs-2009-600 Webbriktlinjer (web direktions, goverment official direktive for web content and development) https://webbriktlinjer.se/
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
This is an area we are working on in many levels and will be default in our new digital strategy documents for 2023.
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 provide open data via www.goteborg.se/psidata. Some api´s are accessed 300-500 times per month.
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
We are using CEF building blocks and Fiware standard datasets and DCAT-AP for open data standards. Iot-platform.
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?
No
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
We dont build services without having the citizen in the loop. Co-creation is very varied and we have to adapt to whom we can have co-creation with for different services. The services we build is always started and focused on the needs of the citizens.
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?
No
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
We meet citizens on a daily basis in our service centers. We also educate and give other helpfull services for som groups. https://goteborg.se/wps/portal/enhetssida/lots-for-barn-och-vuxna-med-funktionsnedsattning/Utbildning/ubildningar
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
Yes. we do websurveys every other year.
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
We have a team of digital specialists that review services together with the different departments on their services when needed. This can be every year in some cases.
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?
Yes
If yes, provide evidence of proactive services
Yes. When children are about to start their first school year.
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
Does the local authority provide habitually to citizens the possibility to check online the progress status of the services they request?
No
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
Yes we do! We have processes for this and assessment tools like: https://webperf.se/
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 follow the rules and regulations that are enforced nationally. WCAG is implemented.
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
In some services we still have that option because of COVID-19. Consumer advice and debt restructuring. https://goteborg.se/wps/portal/start/social--och-familjefragor/ekonomi-och-socialbidrag/privatekonomisk-radgivning/
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
Yes. all of our webservices must follow Wcag. goteborg.se We have implemented Readspeaker for accessibility service. See example on this site. https://goteborg.se/wps/portal/teckensprak
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
We have sign-in for services and information: https://goteborg.se/wps/portal/om-webbplatsen/inloggning
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.)?
No
Has the local authority in place documents on measures, practices or procedures on ICT security?
Yes
If yes, provide evidence of what documents
We also have an education online for the staff.
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
we have issue reporting and citizen ideation services online. https://goteborg.se/wps/portal/start/kommun-o-politik/sa-kan-du-paverka/har-du-ett-battre-forslag/goteborgsforslaget/om-goteborgsforslaget. https://goteborg.se/wps/portal/kontakta-oss/lamna-synpunkter https://goteborg.se/wps/portal/kontakta-oss/felanmalan--gator-torg-och
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
Online feedback but also physical feedback in our service centers. https://goteborg.se/wps/portal/kontakta-oss/lamna-synpunkter
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?
No
Does the local authority encourage the use of standards in IT development and procurement?
Yes
If yes, provide evidence
https://goteborg.se/wps/portal/enhetssida/grafisk-profil Style guides and content information. WCAG. In some cases we do have and we follow standards. For example, in procurement we have a policy document that needs to be followed to provide source code for the city. We follow standards as set by the Fiware foundation regarding our new IoT platform. We have a graphical standard when coding webs ervices as described on the link above. WCAG is one of the standards that needs to be followed to build e-services for our citizens.
Has the local authority policies in place to encourage the use of open source solutions?
Yes
If yes, provide evidence
Yes we have it in our program for digitalisation and in our open data education. https://intranat.goteborg.se/wps/portal/int?uri=gbglnk:202010121479820
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
The statistics that we have for most services they are completed. The statistics are not online.
Does the local authority publish data on usage of online services (such as a dashboard with metrics on transactions) on a regular basis?
No
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?
No
Does the authority measure the amount of annual financial savings for the public administration?
No
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, from time to time when services are implemented. We have no statistics for that.
Background Information
587.549
Total population
53.000
Total number of employees in the city/region administration
Total annual budget (last year or average of the last three years)
0
Number of ICT specialists employed directly (full-time equivalent)
0
Number of ICT specialists employed indirectly (subcontracting/outsourcing)
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