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
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/
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?
No
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)?
No
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)?
No
Do all the websites or websites sections of the local authority have consistent design and look&feel?
No
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
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 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?
No
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
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/
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?
No
Does the authority measure the amount of annual financial savings for the public administration?
No
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%?
No
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)