Madrid

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

https://www.madrid.es/portales/munimadrid/es/Inicio/Buscador/Agencia-para-el-Empleo-de-Madrid/?vgnextfmt=default&vgnextoid=c65815fa10294110VgnVCM1000000b205a0aRCRD&vgnextchannel=7db8fc12aa936610VgnVCM1000008a4a900aRCRD&idCapitulo=11460035. There is no public information about this item.

https://www.madrid.es/portales/munimadrid/es/Inicio/Buscador/Agencia-para-el-Empleo-de-Madrid/?vgnextfmt=default&vgnextoid=c65815fa10294110VgnVCM1000000b205a0aRCRD&vgnextchannel=7db8fc12aa936610VgnVCM1000008a4a900aRCRD&idCapitulo=11213757

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

https://www.madrid.es/sites/v/index.jsp?vgnextoid=65ca146a62e8f710VgnVCM1000001d4a900aRCRD In 2021, the Madrid City Council carried out an ICT training plan with modules on office automation, email management, collaborative tools, planning, data analytics, etc. The training was available to the entire workforce (more than 26,500 employees at that time). Of these, 12,288 actively participated in the training and took the final certification tests. Finally, 11,800 employees certified their knowledge through the corresponding aptitude tests of the plan (more than 44.4% of the total municipal staff).

1.2 - Strategies

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

Yes

If yes, provide the evidence

https://www.madrid.es/UnidadesDescentralizadas/OficinaDigital/Nav_OfDigital/ficheros/CompStrategy.pdf

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

Yes

If yes, provide the evidence

https://transparenciapersonas.madrid.es/people/d-fernando-de-pablo-martin

https://www.linkedin.com/in/fernandodepablomartin/

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

https://www.madrid.es/UnidadesDescentralizadas/Calidad/LenguajeClaro/ComunicacionClara/Documentos/GuiaPracticaCClara.pdf. All the service letter must follow this guidelines since 2020 according to https://www.madrid.es/portales/munimadrid/es/Inicio/El-Ayuntamiento/Calidad-y-Evaluacion/Normativa/Comunicacion-Clara/?vgnextfmt=default&vgnextoid=a01f1905bacde510VgnVCM1000001d4a900aRCRD&vgnextchannel=a2f39c51448c6410VgnVCM2000000c205a0aRCRD&idCapitulo=11114960

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

https://www.madrid.es/portales/munimadrid/es/Inicio/Accesibilidad/Declaracion-de-accesibilidad/?vgnextfmt=default&vgnextoid=b4a7ba9d3e023310VgnVCM1000000b205a0aRCRD&vgnextchannel=1ade43db40317010VgnVCM100000dc0ca8c0RCRD#:~:text=A%20trav%C3%A9s%20de%20www.madrid,de%20la%20ciudad%20de%20Madrid).
https://identidad.madrid.es/

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

Yes

If yes, provide evidence

https://www.madrid.es/UnidadesDescentralizadas/OficinaDigital/Nav_OfDigital/ficheros/CompStrategy.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?

API Data reutilization:
https://datos.madrid.es/portal/site/egob/menuitem.214413fe61bdd68a53318ba0a8a409a0/?vgnextoid=b07e0f7c5ff9e510VgnVCM1000008a4a900aRCRD&vgnextchannel=b07e0f7c5ff9e510VgnVCM1000008a4a900aRCRD&vgnextfmt=default#:~:text=La%20API20REST%20datos.madrid,la%20consulta%20de%20los%20mismos. Average access not available.
The Madrid City Council acts as a supplier and consumer of data through the State Data Intermediation Platform (https://administracionelectronica.gob.es/pae_Home/pae_Estrategias/Racionaliza_y_Comparte/elementos_comunes/Intermediacion_de_datos.html?idioma=en), enabling interaction with other public bodies, through the defined interoperability standards. Average of Public Adminisration that consults our services: 12

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 associated to the national digital identification service: https://clave.gob.es/clave_Home/en/clave.html

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

https://www.madridemprende.es/es, https://www.madrid.es/UnidadesDescentralizadas/InnovacionyCiudadInteligente/Ficheros/guiainn20.pdf
https://www.madrid.es/portales/munimadrid/es/Inicio/Actualidad/Noticias/El-Ayuntamiento-de-Madrid-presenta-el-hackathon-Reactiva-Madrid/?vgnextfmt=default&vgnextoid=11fe60ff77781710VgnVCM2000001f4a900aRCRD&vgnextchannel=a12149fa40ec9410VgnVCM100000171f5a0aRCRD
https://madrid.govtechlab.es/ayuntamientos/

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)?

Yes

If yes, provide evidence of web analytics examples employed

https://www.madrid.es/portales/munimadrid/es/Inicio/El-Ayuntamiento/Atencion-a-la-ciudadania/Estadisticas/Estadisticas-Linea-Madrid-2021/?vgnextfmt=default&vgnextoid=35e54a8118b7a710VgnVCM2000001f4a900aRCRD&vgnextchannel=4338d2dee0330710VgnVCM1000001d4a900aRCRD

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

https://play.google.com/store/apps/details?id=es.madrid.SGRSAMVANDCIU&hl=es_419&gl=US https://apps.apple.com/es/app/madrid-m%C3%B3vil/id1309506191

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

92% of the services online by https://sede.madrid.es/portal/site/tramites. All procedures (on-site and online) are part of the catalog of municipal services, accessible through the headquarters. For each procedure, the citizen can consult the processing method: online and/or face-to-face. Less than 5% of procedures require, due to their subject matter and characteristics, face-to-face management, as can be consulted.For example, the registration and deregistration procedures are exclusively face-to-face procedures, as can be seen in: https://sede.madrid.es/portal/site/tramites/menuitem.62876cb64654a55e2dbd7003a8a409a0/?vgnextoid=59ee6a38d1bed010VgnVCM2000000c205a0aRCRD&vgnextchannel=d4968173cec9c410VgnVCM100000171f5a0aRCRD&vgnextfmt=default However this other procedure: Application for admission to Madrid City Council nursery schools, can be managed both, online and face-to-face, as you can see in: https://sede.madrid.es/portal/site/tramites/menuitem.62876cb64654a55e2dbd7003a8a409a0/?vgnextoid=a456c18cc287f710VgnVCM1000001d4a900aRCRD&vgnextchannel=d6e537c190180210VgnVCM100000c90da8c0RCRD&vgnextfmt=default

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)

https://play.google.com/store/apps/developer?id=Ayuntamiento+de+Madrid&hl=es_419&gl=US https://apps.apple.com/es/developer/ayuntamiento-de-madrid/id880593891

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?

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

The citizens have the possibility to check online every progress. https://sede.madrid.es/portal/site/tramites/menuitem.1f3361415fda829be152e15284f1a5a0/?vgnextoid=744a849be1408310VgnVCM1000000b205a0aRCRD&vgnextchannel=bad0adb92e389210VgnVCM100000171f5a0aRCRD&vgnextfmt=default

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)

https://identidad.madrid.es/

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

Single Telephone Number 010: https://www.madrid.es/portales/munimadrid/es/Inicio/El-Ayuntamiento/Atencion-a-la-ciudadania/Telefono-010/Telefono-gratuito-010-Linea-Madrid-Informacion-y-gestiones/?vgnextfmt=default&vgnextoid=28c5a0da2db8b010VgnVCM1000000b205a0aRCRD&vgnextchannel=7d57ad3e79943310VgnVCM1000000b205a0aRCRD

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

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://sede.madrid.es/portal/site/tramites/menuitem.dd7c2859598d94d061e061e084f1a5a0/?vgnextoid=fd9ae59bdb789210VgnVCM100000171f5a0aRCRD&selectedChannel=true&target=FirmaYCertificados

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

Exercise of rights of Personal data in the Madrid City Council: https://sede.madrid.es/portal/site/tramites/menuitem.62876cb64654a55e2dbd7003a8a409a0/?vgnextoid=31c179667c57e010VgnVCM1000000b205a0aRCRD&vgnextchannel=f2eaa38813180210VgnVCM100000c90da8c0RCRD&vgnextfmt=default https://www.madrid.es/portales/munimadrid/es/Inicio/Proteccion-de-datos/Proteccion-de-datos/?vgnextfmt=default&vgnextoid=2c241e7b0f578010VgnVCM100000dc0ca8c0RCRD&vgnextchannel=251f43db40317010VgnVCM100000dc0ca8c0RCRD

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

Yes

If yes, provide evidence of what documents

Information Security Policy of the Council of Madrid: https://sede.madrid.es/FrameWork/generacionPDF/boam7913_1150.pdf?numeroPublicacion=7913&idSeccion=b31bd0c005a3c510VgnVCM1000001d4a900aRCRD&nombreFichero=boam7913_1150&cacheKey=91&guid=39d9a6cb58f1c510VgnVCM2000001f4a900aRCRD&csv=true National Security Scheme in the field of Electronic Administration: https://www.boe.es/buscar/doc.php?id=BOE-A-2010-1330

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

Claims and suggestions: https://www.madrid.es/portales/munimadrid/es/Inicio/El-Ayuntamiento/Contacto/Sugerencias-y-reclamaciones?vgnextfmt=default&vgnextchannel=5eadc1ab4fd86210VgnVCM2000000c205a0aRCRD Decide Madrid to collaborative budgets: https://decide.madrid.es/

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

Claims and suggestions: https://www.madrid.es/portales/munimadrid/es/Inicio/El-Ayuntamiento/Contacto/Sugerencias-y-reclamaciones? Published by the following links: https://datos.madrid.es/portal/site/egob/menuitem.c05c1f754a33a9fbe4b2e4b284f1a5a0/?vgnextoid=6f2fdf17d5e55510VgnVCM2000001f4a900aRCRD&vgnextchannel=374512b9ace9f310VgnVCM100000171f5a0aRCRD&vgnextfmt=default https://visualizadatos.madrid.es/pages/sugerencias-reclamaciones

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

Madrid is included in the national Data Intermediation Platform to avoid citizens to submit documents already held by the administration (https://administracionelectronica.gob.es/ctt/verPestanaGeneral.htm?idIniciativa=svd&idioma=en)

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

According to the number of register annotation done in 2022 69,22% was carried out online. In 2019, these figures were only 22.58%.

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

https://visualizadatos.madrid.es/ https://visualizadatos.madrid.es/pages/avisos https://visualizadatos.madrid.es/pages/sugerencias-reclamaciones

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?

Yes

If yes, provide the evidence, including the results

During the second half of the year 2021, the Madrid City Council addressed a plan to reduce administrative burdens: https://sede.madrid.es/portal/site/tramites/menuitem.b4c91589e7f6a5d829da39e5a8a409a0/?vgnextoid=341a91804616a710VgnVCM1000001d4a900aRCRD&vgnextchannel=741d814231ede410VgnVCM1000000b205a0aRCRD&vgnextfmt=default The results of the execution of the plan in terms of sustainability, financial and time savings are not public at this moment. According to the Manual of Administrative Simplification and Load Reduction for the General Administration of the State available at https://www.mptfp.gob.es/dam/es/funcionpionpublica/gobernanza-publica/Simplificacion/Doc-referencia página = 1 the amount of financial savings for both administration and citizens in 2021, was around 79M € thanks to digitalization of services.

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)

Is the share of satisfied users above 80%?

Yes

If yes, provide the numbers

Close to 78% . Can consult Page 47 in https://www.madrid.es/portales/munimadrid/es/Inicio/El-Ayuntamiento/Atencion-a-la-ciudadania/Estadisticas/Estadisticas-Linea-Madrid-2021/?vgnextfmt=default&vgnextoid=35e54a8118b7a710VgnVCM2000001f4a900aRCRD&vgnextchannel=4338d2dee0330710VgnVCM1000001d4a900aRCRD regarding year 2021.