Olesa de Montserrat

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

The City Council of Olesa de Montserrat has organized training sessions aimed at the population on ICT. For example, speech within the Mobile Week organized in Barcelona. Talks have also been held for municipal entities.

Has the local authority provided training on ICT to its employees in the last three years?

Has the local authority provided training on ICT to citizens in the last three years?

Yes

1.2 - Strategies

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

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

Yes

If yes, provide the evidence

Our Chief Digital Officer is Silvia Cocinero, worker for Olesa de Montserrat’s Council for years now.

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?

1.3 - Ecosystem

Does the local authority provide APIs to other administrations and to private companies?

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, such as IdCat (provided to all Local Authorities from Catalonia Region, information on: https://bpm.olesademontserrat.cat/OAC/CdS.html?tramit=30 ), e-Notum (information available on: https://www.olesademontserrat.cat/seu-electronica/notificacions.htm ), e-Tram (general maerial on: https://campus.aoc.cat/project/e-tram-2-0/ ) and e-Tauler (https://tauler.seu.cat/inici.do?idens=814770005).

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?

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

We usually use web analytics to improve our digital services like Google Analytics. The provider of the Olesa de Montserrat Council’s web also analyses the users experience and the most frequent errors to correct and improve it. This data is explained at: https://www.olesademontserrat.cat/industrial/lnk9/politica-de-cookies.htm

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

Most of the services offered are available online. In specific, all of them except one, the digital certification (that requires identity verification). The list of them is reflected on the following link: https://bpm.olesademontserrat.cat/OAC/CdS.html?idioma=ca

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?

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

Once the citizens have identified themselves on “Carpeta Ciutadana”, they can consult the progress status of the services they requested or all individual files regarding them. Access can be made from: https://identitats-dr.aoc.cat/o/oauth2/auth?lang=es&scope=autenticacio_usuari&redirect_uri=https://ovt.gencat.cat/carpetaciutadana360/AppJava/api/login&response_type=code&client_id=gsit.gencat.cat&approval_prompt=auto&state=_set-locale=es_ES

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)

Yes, same design is applied to the City Council’s websites. The predominant color is white and blue with some green touches. The text size can be adjusted so that people with visual problems can read all the information perfectly. Writing format (fonts) is the same for every site. This is explained for internal workers as a guideline in our intranet, but people can consult some data published on: https://www.olesademontserrat.cat/lnk8/accessibilitat.htm Example of it: https://www.olesademontserrat.cat/ https://www.turismeolesademontserrat.cat/ https://www.olesademontserrat.cat/industrial All these websites share the same web developer: IDISC Information Technologies.

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

Citizens can contact the City Council at the following number: 937780050, from 8.30 a.m. to 8 p.m. For more information: https://www.olesademontserrat.cat/pl258/el-municipi/id550/oficina-d-atencio-ciutadana-oac.htm To hold meetings with specific workers through videoconference, they will be provided the contact email to be able to schedule an appointment.

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, information available on: https://seu-e.cat/ca/web/olesademontserrat/accessibilitat

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

Yes, for instance: Valid, Dnie and IdCat (https://bpm.olesademontserrat.cat/OAC/CdS.html?tramit=30)

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

Yes, following national and European regulations, all information on data protection is available at our website: https://www.olesademontserrat.cat/lnk20/proteccio-de-dades.htm with rectification forms for example.

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

Yes

If yes, provide evidence of what documents

We don't have internal documents but following what it is in order to fulfill the national security scheme (national law on cybersecurity for public administrations). Example of the access of the Olesa de Montserrat’s electronic portal and their fulfil of the security law’s, are available on: https://seu-e.cat/ca/web/olesademontserrat/accessibilitat

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

Yes, information and the online mechanism can be found on: https://www.olesademontserrat.cat/ajuntament-seu-electronica/queixes-i-suggeriments.htm

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

Yes, it can be made on: https://www.olesademontserrat.cat/ajuntament-seu-electronica/queixes-i-suggeriments.htm

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

Once our citizens have provided documents required for old procedures, there is no need for them to do it again on cases that no change has been made. This information is available for them and for this Local Authority on “Via Oberta”: https://seu-e.cat/ca/web/olesademontserrat/dades-obertes

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

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

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

Most of transactions are carried out online, according Citizens Attention’s Office data, the 67% during 2022.

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?

Yes

If yes, provide the evidence, including the results

As part of the Open Administration Consortium of Catalonia (AOC Consortium), they analyse the amount of annual financial savings for the public administration through this page, where Olesa de Montserrat can be found using the searcher: https://www.aoc.cat/projecte-innovacio/metodologia-de-calcul-dels-estalvis-de-lus-de-ladmininistracio-digital/ or https://www.aoc.cat/indicadors/ This initiative aims to promote the creation of value through the reuse of public information, facilitate the internal organization of the Administration's information systems and promote interoperability between public services.

3.3 - Satisfaction

If yes, provide some evidence including the use of standard methods (such as Net Promoter Score)

The citizens who come to the City Council have tablets where they value, through a system of colour faces, their satisfaction level with the services they have received. At the same time, the Department of Citizen Participation is preparing tests aimed at all publics so that they can indicate what they value most positively and where the Local Authority should work to improve. More specifically, there are tests for every service offered, that can be answered, for instance: https://participa311-olesademontserrat.diba.cat/assemblies/valoracio-serveis

If yes, provide the numbers

The positive user’s satisfaction level for 2022 is 92.6%, according Citizens Attention’s Office data.