Sant Boi de Llobregat

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

2 positions: - chief of digital transformation projects - technician of digital transformation

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

For different groups of interest: - old people (https://cibergran.wordpress.com) - students and women (https://latecnologa.cat/)

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

200 people directly and the totally with auto-training material such as web-sites with tutorials.

1.2 - Strategies

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

Yes

If yes, provide the evidence

We have our own systems plan that include digital transformation strategy, and also we have the digital agenda for Catalonia's municipalities. Link to our own systems plan: https://drive.google.com/file/d/1ZLB-G6ANzixRepc4sLdBaZgaShEuPQ23/view?usp=sharing Link to the digital agenda for Catalonia's municipalities: https://www.localret.cat/wp-content/uploads/2022/11/agenda_digital_municipis_catalunya_202211_compressed-1.pdf

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

Yes

If yes, provide the evidence

We have two positions related to Chief Digital Officer: - 1 Chief Data Officer - 1 Chief of Digital Transformation Project (as I mentioned before)

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

If yes, how many external organisations (public and private) access the API monthly on average?

In our Open Data Portal you can access the data via API. (dadesobertes.santboi.cat)

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

National payment (RedSys)

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 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

Google Analytics

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 offer the majority of procedures digitally through https://seuelectronica.santboi.cat/

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?

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

https://seuelectronica.santboi.cat/

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?

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

https://seuelectronica.santboi.cat/PaginesW.nsf/Web/Planes/A76EE896547F51A6C12583AE00292720?OpenDocument&Clau=citaprevia&Idioma=ca&Seu=S Also we offer attention with videoconference for some procedures.

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

https://identitats.aoc.cat/o/oauth2/auth?scope=autenticacio_usuari&state=JmFtYml0PUNBUlBFVEEmU2V1PVM=&redirect_uri=https://seuelectronica.santboi.cat/RGEW.nsf/Valida?OpenAgent&response_type=code&client_id=tramits.santboi.cat&approval_prompt=auto

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

https://www.santboi.cat/Publi165.nsf/ca-VistaWebSumari-BASE?ReadForm&Clau=PDADES&Idioma=ca&Seu=N

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

Yes

If yes, provide evidence of what documents

It is internally https://sites.google.com/santboi.cat/ciberseguretat?pli=1

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

https://www.santboi.cat/paginesW.nsf/Web/Planes/371346BFF9DB0616C125751D003C8EE1?OpenDocument&Clau=BCiutada&Idioma=ca

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

https://www.santboi.cat/paginesW.nsf/Web/Planes/371346BFF9DB0616C125751D003C8EE1?OpenDocument&Clau=BCiutada&Idioma=ca

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

In applications forms we ask if we are authorised to use information and documents owed by other administration.

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

Yes

If yes, provide evidence

In the technical specifications, we either require or value the use of standards

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?

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://app.powerbi.com/view?r=eyJrIjoiM2Y1MTNjZGQtZTEwNC00MGVhLTg4NmItNDlkMWRlYjNhMWM2IiwidCI6IjM3YThhMGI5LTE4NzQtNGU1ZC1iMWY1LTExMDQwYzFjMDdmYyIsImMiOjl9