Utrecht

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 UX experts and appriximately 15 employees work on user experience and customer journeys

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

https://digitaalhuisutrecht.nl/

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

Appriximately 60 employees where trained on customer journey mapping, interviews and customer feedback tooling. Als our UX employees use their network to stay up to speed.

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

All personnel was trained on videoconferencing and digital colaboration during or after covid. This is an ongoing process. Furthermore personell need training on (new) systems and have the possibility to us a free training module which includes training on office and on privacy and security.

1.2 - Strategies

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

Yes

If yes, provide the evidence

https://www.utrecht.nl/bestuur-en-organisatie/utrecht-gezonde-stad-van-en-voor-iedereen/digitale-stad/

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

Yes

If yes, provide the evidence

At the moment this possition is filled by the CIO

Does the local authority have formal service standard (like for instance the UK Government Digital Service standards)?

Yes

If yes, provide the evidence

https://www.utrecht.nl/over-deze-website/servicenormen/

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

Gemeente Utrecht signed the "Direct Duidelijk deal" https://www.gebruikercentraal.nl/direct-duidelijk/direct-duidelijk-deal/. The municipality gives training on plain Dutch and has about 120 writingcoaches throughout the organisation. More information can be found via our intranetpage https://start-utrechtcloud.msappproxy.net/onze-organisatie/themas/de-menselijke-maat/direct-duidelijke-taal/

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://nl-design-system.github.io/utrecht/

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

Yes

If yes, provide evidence

https://www.utrecht.nl/nieuws/nieuwsbericht-gemeente-utrecht/visie-dienstverlening-utrecht-een-betrouwbare-overheid-met-de-menselijke-maat/#:~:text=Visie%20dienstverlening%20Utrecht%3A%20%27Een%20betrouwbare%20overheid%20met%20de%20menselijke%20maat%27,-23%2D01%2D2023&text=De%20gemeente%20Utrecht%20gaat%20de,van%20wederzijds%20respect%20en%20vertrouwen. And document https://utrecht.bestuurlijkeinformatie.nl/Agenda/Document/939ecdc2-b33a-4aee-8531-e4beb75db565?documentId=162a5461-005a-4726-a01b-6d7423ea337b&agendaItemId=b26b726a-d82a-4690-953e-f84848088a4d

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 have countless of API's we use for several solutions within the minicipality. At the momen we are working on standarisation, more information to be found on https://commonground.nl/cms/view/c99f1789-adba-4fa7-bc2d-e1f8a96618c5/api-standaarden-voor-logging-en-verwerking. Signalen is one of the solutions working accorning to the new standard. https://github.com/signalen

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

https://www.digid.nl/ and https://www.digidentity.eu/nl/eherkenning/?gclid=CjwKCAiAxvGfBhB-EiwAMPakqsn23fets4qDlAIPLOWowRlJUtxN2vJ7p05698B01uFk63OY3ekGrhoCeXwQAvD_BwE. These are the Dutch standard governmental organizations must use. For example https://pki.utrecht.nl/Loket/product/99170640853b8e154079d13d02398f91

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://signalen.org/ https://commonground.nl/groups/view/978adf62-97f2-4955-87cc-7fee0cd238e0/team-virtuele-assistent-gem https://commonground.nl/ https://www.dimpact.nl/klantinteractie-servicesysteem https://nldesignsystem.nl/ and many more

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

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 use web stats to improve the quality of the online services. https://utrecht.incijfers.nl/jive/

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

Yes, this is a continuous process. One of the examples is https://meldingen.utrecht.nl/manage/incidents. In this solution we have monthly new releases with new functionalities.

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

Online loket - Online loket (utrecht.nl)

Does the local authority have a dedicated app that is downloaded by more than 20% of the population?

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)?

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://www.utrecht.nl/contact/

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

https://www.utrecht.nl/over-deze-website/toegankelijkheid-van-deze-website/

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

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.utrecht.nl/bestuur-en-organisatie/privacy/ https://www.utrecht.nl/bestuur-en-organisatie/privacy/register-verwerkingen/

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

Yes

If yes, provide evidence of what documents

https://www.utrecht.nl/bestuur-en-organisatie/privacy/register-verwerkingen/

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.utrecht.nl/contact/melding-klacht-bezwaar/

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.utrecht.nl/contact/melding-klacht-bezwaar/dat-kan-beter/

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

https://commonground.nl/cms/view/12f73f0d-ae26-4021-ba52-849eef37d11f/de-common-ground-principes https://www.gemmaonline.nl/index.php/GEMMA_Architectuur

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

Yes

If yes, provide evidence

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

https://utrecht.incijfers.nl/dashboard/thema/publieksdienstverlening/

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://data.utrecht.nl/dataset/indicatoren-tevredenheid-dienstverlening-tevredenheid-dienstverlening-

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?

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)

https://data.utrecht.nl/dataset/indicatoren-tevredenheid-dienstverlening-tevredenheid-dienstverlening-

Is the share of satisfied users above 80%?

Background Information

361.699

Total population

4.768 FTE / 5.207 employees

Total number of employees in the city/region administration

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)

The European way of digital transformation in cities and communities

Utrecht

1. Enablers

1.1 - Skills

1.2 - Strategies

1.3 - Ecosystem

2. User-Centricity Performance

2.1 - Co-creation

2.2 - Supply of online services

2.3 - Useability

2.4 - Security and privacy

2.5 - Citizens redress and feedback mechanisms

2.6 - Interoperability

3. Outcome

3.1 - Adoption

3.2 - Reduction of burden

3.3 - Satisfaction

Background Information

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