Porto

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

Positions such as Service Designers or UX/UI are part of Porto Digital Team. We have now 2 UX/UI and 2 Service Designers/Design thinking experts.

Has the local authority provided training on service design or user research to its employees in the last three years?

Yes

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 are providing training on innovation (more precisely design thinking and service design) for municipal employees, having reached the following milestones: . 40 sessions occurred; . these sessions registered more than 650 participants.

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

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

From 2020 to 2022 the local authority provided the following training on ICT to employees: 2020: 22 training sessions (about 885 hours) 2021: 87 training sessions (about 3.844 hours) 2022: 93 training sessions (about 5.940 hours)

1.2 - Strategies

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

Yes

If yes, provide the evidence

It is possible to find Porto Digital's digital strategy here: https://www.portodigital.pt/wp-content/uploads/2021/09/APD-Plano-Estrategico-Geral-2020-2022_vPublic-1.pdf

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

Yes

If yes, provide the evidence

Paulo Calçada ( https://www.linkedin.com/in/pcalcada/ )

If yes, provide the evidence

Under development

If yes, provide the evidence

Under development

If yes, provide evidence of monitoring methods

Under development

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

Yes

If yes, provide evidence

In our digital strategy (available through the link shared in this section's 1st question, p. 25), Porto Innovation Hub, the municipal platform that promotes open innovation and co-creation, follows a Human Centered Approach and uses methodologies such as Service Design. An innovation guide was also developed, based on the same principles: https://www.portodigital.pt/wp-content/uploads/2020/06/Guia-para-a-Inovac%CC%A7a%CC%83o_spread.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?

NGSI-LD CEF's Context Broker for making available real-time data

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

NGSI-LD CEF's Context Broker for making available real-time data and de eID platform (OpenAauth/OpenID) for citizens authentication on digital services.

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

There are two relevant initiatives to support and accelerate the innovation ecosystem: - Hackacity (https://hackacity.eu/) - Call for activities (https://convocatoriaaberta.porto.digital/)

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

Our approach, as shared on previous questions, is Human Centered. This means that we always listen to our target audience, which is usually comprised of citizens. In this sense, it is usual to use empathy techniques according to the project and its phase of development, such as questionnaires, focus groups, interviews, observation, etc. Some of these tools can be found here: https://portoinnovationhub.pt/portfolio-item/toolbox/

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?

Yes

If yes, provide the evidence, including the approximate number of sessions or people of citizens that have engaged in service co-design practices in the past two years

Once a year a feedback session for projects with higher impact and reach (such as Cartão Porto. and Explore Porto) is conducted with relevant stakeholders/users. + info: Cartão Porto. (https://cartao.porto.pt/) and Explore Porto (https://explore.porto.pt/)

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

Whenever applicable, consulting the community is a standard procedure. As an example of it is the project CommuniCity, which started recently. It is an european funded project that targets the hard to reach community of Campanhã (an area of the city known for economic and social issues), using technology to promote inclusion (socially and digitally) and improve these people's quality of life. More information: https://communicity-project.eu/cities/#porto

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)?

Yes

If yes, provide evidence

Explore Porto is a web-based application, available at explore.porto.pt, that uses ~1.000 signalling devices – blue beacons - scattered through the city of Porto to convey information on the site where the beacon is located, namely information on tourism or mobility. As such, any resident or visitor owning a smartphone can immediately get more information on that site, which will enable to explore the enveloping area or establish his/her own roadmap to visit different places in the city. This service has new releases and updates always on going, so it can provide more and better information to its users and it can be consulted on the website: https://explore.porto.pt/lp/learn-more/

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

In Porto there is a Townsman Office, created to provide every help and support the citizen may need. This office has an integrated multichannel service (online, phone and face-to-face), to answer to the needs and expectations of the citizens of Porto and all citizens who, for personal or professional reasons, have a relationship with Porto City Hall. Whichever the chosen channel, the Townsman Office works with the remaining municipal services, offers a competent, adequate and personalised response to every question or request.

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

The water supply company monitors leaks in the water system and automatically sends warnings to citizens when some unusual water consumption is detected.

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?

Yes

If yes, provide evidence

As stated above, the Townsman Office has an online version (besides the offline) and it allows the user/citizen to check his/her processes status, receive messages from the City Hall's services, initiate new requests, etc. This office articulates with the municipal services and assumes the relationship with the citizen. More information: https://portaldomunicipe.cm-porto.pt/home).

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)

We are now implementing a design system.

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

The "Linha Porto" was implemented to mitigate the covid-19 pandemic impact and bring the citizen closer to the municipal services. It is a single phone number to report occurrences, obtain useful information, and clarify doubts about administrative procedures. Further info: https://www.cm-porto.pt/linha-porto.

Are the local authority web services in line with <a href="https://www.w3.org/TR/WCAG21/" target="_blank" >accessibility guidelines (WCAG)</a>?

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

The City has a single signon platform based in the nation eID platform: ttps://autentica.cm-porto.pt/pt/

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, through "Portal do municipe" and by being in compliance with RGPD + info: https://portaldomunicipe.cm-porto.pt/home

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

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

The Townsman Office has an integrated multichannel service (online, phone and face-to-face), to answer to the needs and expectations of the citizens of Porto and all citizens who, for personal or professional reasons, have a relationship with Porto City Hall. + info: https://portaldomunicipe.cm-porto.pt/home

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

Has answered before the Townsman Office has an integrated multichannel service (online, phone and face-to-face). + info: https://portaldomunicipe.cm-porto.pt/homePortal do municipe e Linha de apoio Linha Porto.(https://www.cm-porto.pt/linha-porto)

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

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

Yes

If yes, provide evidence

As a reference examples: FIWARE-ORION Context Broker for implementing the NGSI-LD or the CKAN opensource infraestruture for the Opendata Platform

3. Outcome

3.1 - Adoption

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

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 amount of annual financial savings for the public administration?

Yes

If yes, provide the evidence, including the results

Under development

3.3 - Satisfaction

Does the local authority measure the citizens’ level of satisfaction with regards to the services’ provision?

Background Information

Population of Porto Metropolitan area is 1.736.228 and Porto Municipality is 231.962 people (data gathered from Census 2021 - INE) https://www.porto.pt/pt/noticia/dados-preliminares-dos-censos-2021-confirmam-tendencia-de-crescimento-da-populacao-do-porto

Total population

Number of employees at the local authority (CMP) by 2022: 4.437

Total number of employees in the city/region administration

2023: 385M€ ; 2022: 319M€; 2021: 328M€; 2020:315M€

Total annual budget (last year or average of the last three years)

Number of ICT specialists employed directly (full-time equivalent)

Number of ICT specialists employed indirectly (subcontracting/outsourcing)