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www.bcn.es 0/10 Barcelona en xarxa

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www.bcn.es Barcelona E-Goverment Case The use of Information and Communication Technologies in the promotion of local government and development International conference, crete - heraklion, Greece, 5th May 2006

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www.bcn.es 2/10 Barcelona Scale (as in Dec. 2005) 1.6 Mill. people (Barcelona) 4 Mill. visitors 24 Mill. visits to the web 4 Mill. phone calls 80,000 e-mails 150 agents contact centre 2,4 Mill. contacts in person Telephone Office Web

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www.bcn.es 3/10 A succesful model Audience, Offerings and Quality 1st city web in Europe. Within the top ten city webs in the world An advanced contact center: information, transactions and e-mails Well known and recognised by the citizens Internationaly Awarded Transactions 100%, (76), of the transactions which generate 90% of transactions volume available on the Internet 25% of them can be completed online (17) 40% of real usage of transactions on the Internet 19% of real usage of transactions on the telephone Transactions Demand

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www.bcn.es 4/10 Barcelona 2007 E-Government Objectives 80% of the transactions volume can be completed online SOA components (online payment, records management system,....) available Public Information of the Municipality available online 50% user take up increase, especialy G2B and independent professionals 80% reduction of attentions in the office due to register copies

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www.bcn.es 5/10 E-Government Program Framework G2B and Interoperability E-Government SOA components Strategy:Products and channel mix, awareness and take up Usability: simplified access; better user experience Telephone empowerment Reporting and Balanced Score Card New hardware and Software infrastructure E-Government Legal Framework New Transactions Portal New mobile channel

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www.bcn.es 6/10 Awarded Best Practice: IRIS Project Processes and systems to deal with citizens claims, complaints, suggestions and gratitudes Unique Value Proposition: Promoting Civil Attitudes to Improve City Operations Deliver what we promise: CRM solution that allows back-to-end integration Citizen/costumer in the driver seat: Multi-channel (+20 channels), tracking code Inexpensive custom made based on standards: Java, OS components, multilingual user interface Operating costs transferred to the operators: Subcontractors charged with the complaint 325,000 Contacts 1,600 themes 800 users 4 dedicated staff 7 Council Departments 10 District Authorities 35 Contractors

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www.bcn.es 7/10 Awarded Best Practice: IRIS Results as Dec. 2005 Increase participation Set protocols and SLAs Solve problem in less than 48 hours Communicate the solution to the costumer Redesign operations and act on hot spots Raise recognition and profile 40% 60% 97% Action Plan at Ciutat Vella 2 Green Lights

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www.bcn.es 8/10 E-Government Program Framework: Information basements Clients Territory Objects Businesses CONNECTIVITY SERVICES CONNECTIVITY SERVICES Information availability and accuracy is a central issue A unique owner of central information is a must

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www.bcn.es 9/10 Awarded Best Practice: The Citizens Folder Personal Information and trnsactions: register, taxes, vehicles, properties and fines Secure access using user / pw or spanish digital certificates Printing of valid regiter documents and tax payment recipes online

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www.bcn.es 10/10 Barcelona en xarxa