raw-data-json.json

[{"title":"Madrid ","field_00_total_number_emp":"27636","field_00__total_population":"3312310","field_00_total_budget":"5481000000","field_sk_how_many_ict_specialist":"419","field_sk_ict_subcontractors":"2000","field_sk_locauth_pos_serv_des":"No","field_sk_locauth_pos_serv_des_ev":"","field_sk_locauth_training_cs":"No","field_sk_locauth_training_cs_ev":"","field_sk_locauth_train_dscs":"Yes","field_sk_locauth_train_dscs_ev":"https:\/\/www.madrid.es\/sites\/v\/index.jsp?vgnextoid=65ca146a62e8f710VgnVCM1000001d4a900aRCRD In 2021, the Madrid City Council carried out an ICT training plan with modules on office automation, email management, collaborative tools, planning, data analytics, etc. The training was available to the entire workforce (more than 26,500 employees at that time). Of these, 12,288 actively participated in the training and took the final certification tests. Finally, 11,800 employees certified their knowledge through the corresponding aptitude tests of the plan (more than 44.4% of the total municipal staff).","field_sk_locauth_training_cit":"Yes","field_sk_locauth_training_cit_ev":"https:\/\/www.madrid.es\/portales\/munimadrid\/es\/Inicio\/Buscador\/Agencia-para-el-Empleo-de-Madrid\/?vgnextfmt=default\u0026amp;vgnextoid=c65815fa10294110VgnVCM1000000b205a0aRCRD\u0026amp;vgnextchannel=7db8fc12aa936610VgnVCM1000008a4a900aRCRD\u0026amp;idCapitulo=11460035. There is no public information about this item.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nhttps:\/\/www.madrid.es\/portales\/munimadrid\/es\/Inicio\/Buscador\/Agencia-para-el-Empleo-de-Madrid\/?vgnextfmt=default\u0026amp;vgnextoid=c65815fa10294110VgnVCM1000000b205a0aRCRD\u0026amp;vgnextchannel=7db8fc12aa936610VgnVCM1000008a4a900aRCRD\u0026amp;idCapitulo=11213757","field_st_localauth_digitstra":"Yes","field_st_localauth_digitstra_ev":"https:\/\/www.madrid.es\/UnidadesDescentralizadas\/OficinaDigital\/Nav_OfDigital\/ficheros\/CompStrategy.pdf","field_st_localauth_cdo":"Yes","field_st_localauth_cdo_ev":"https:\/\/transparenciapersonas.madrid.es\/people\/d-fernando-de-pablo-martin\u003Cbr \/\u003E\r\nhttps:\/\/www.linkedin.com\/in\/fernandodepablomartin\/","field_st_localauth_serv_stand":"No","field_st_localauth_serv_stand_ev":"","field_st_localauth_serv_guid":"Yes","field_st_localauth_serv_guid_ev":"https:\/\/www.madrid.es\/UnidadesDescentralizadas\/Calidad\/LenguajeClaro\/ComunicacionClara\/Documentos\/GuiaPracticaCClara.pdf. All the service letter must follow this guidelines since 2020 according to https:\/\/www.madrid.es\/portales\/munimadrid\/es\/Inicio\/El-Ayuntamiento\/Calidad-y-Evaluacion\/Normativa\/Comunicacion-Clara\/?vgnextfmt=default\u0026amp;vgnextoid=a01f1905bacde510VgnVCM1000001d4a900aRCRD\u0026amp;vgnextchannel=a2f39c51448c6410VgnVCM2000000c205a0aRCRD\u0026amp;idCapitulo=11114960","field_st_locaut_serv_guid_mon":"Yes","field_st_locaut_serv_guid_mon_ev":"https:\/\/www.madrid.es\/portales\/munimadrid\/es\/Inicio\/Accesibilidad\/Declaracion-de-accesibilidad\/?vgnextfmt=default\u0026amp;vgnextoid=b4a7ba9d3e023310VgnVCM1000000b205a0aRCRD\u0026amp;vgnextchannel=1ade43db40317010VgnVCM100000dc0ca8c0RCRD#:~:text=A%20trav%C3%A9s%20de%20www.madrid,de%20la%20ciudad%20de%20Madrid).\u003Cbr \/\u003E\r\nhttps:\/\/identidad.madrid.es\/","field_st_strat_mention_design":"Yes","field_st_strat_mention_design_ev":"https:\/\/www.madrid.es\/UnidadesDescentralizadas\/OficinaDigital\/Nav_OfDigital\/ficheros\/CompStrategy.pdf","field_eco_api":"Yes","field_eco_api_ev":"API Data reutilization:\u003Cbr \/\u003E\r\nhttps:\/\/datos.madrid.es\/portal\/site\/egob\/menuitem.214413fe61bdd68a53318ba0a8a409a0\/?vgnextoid=b07e0f7c5ff9e510VgnVCM1000008a4a900aRCRD\u0026amp;vgnextchannel=b07e0f7c5ff9e510VgnVCM1000008a4a900aRCRD\u0026amp;vgnextfmt=default#:~:text=La%20API20REST%20datos.madrid,la%20consulta%20de%20los%20mismos. Average access not available.\u003Cbr \/\u003E\r\nThe Madrid City Council acts as a supplier and consumer of data through the State Data Intermediation Platform (https:\/\/administracionelectronica.gob.es\/pae_Home\/pae_Estrategias\/Racionaliza_y_Comparte\/elementos_comunes\/Intermediacion_de_datos.html?idioma=en), enabling interaction with other public bodies, through the defined interoperability standards. Average of Public Adminisration that consults our services: 12","field_eco_eid":"Yes","field_eco_eid_ev":"We are associated to the national digital identification service: https:\/\/clave.gob.es\/clave_Home\/en\/clave.html\u003Cbr \/\u003E\r\n","field_eco_collaboration":"Yes","field_eco_collaboration_ev":"https:\/\/www.madridemprende.es\/es, https:\/\/www.madrid.es\/UnidadesDescentralizadas\/InnovacionyCiudadInteligente\/Ficheros\/guiainn20.pdf\u003Cbr \/\u003E\r\nhttps:\/\/www.madrid.es\/portales\/munimadrid\/es\/Inicio\/Actualidad\/Noticias\/El-Ayuntamiento-de-Madrid-presenta-el-hackathon-Reactiva-Madrid\/?vgnextfmt=default\u0026amp;vgnextoid=11fe60ff77781710VgnVCM2000001f4a900aRCRD\u0026amp;vgnextchannel=a12149fa40ec9410VgnVCM100000171f5a0aRCRD\u003Cbr \/\u003E\r\nhttps:\/\/madrid.govtechlab.es\/ayuntamientos\/","field_co_codesign":"No","field_co_codesign_ev":"","field_co_userresearch":"No","field_co_userresearch_ev":"","field_co_codesign_dis":"No","field_co_codesign_dis_ev":"","field_co_webanalitycs":"Yes","field_co_webanalitycs_ev":"https:\/\/www.madrid.es\/portales\/munimadrid\/es\/Inicio\/El-Ayuntamiento\/Atencion-a-la-ciudadania\/Estadisticas\/Estadisticas-Linea-Madrid-2021\/?vgnextfmt=default\u0026amp;vgnextoid=35e54a8118b7a710VgnVCM2000001f4a900aRCRD\u0026amp;vgnextchannel=4338d2dee0330710VgnVCM1000001d4a900aRCRD","field_co_plan_regrelease":"Yes","field_sup_loc_auth":"Yes","field_sup_loc_auth_ev":"92% of the services online by https:\/\/sede.madrid.es\/portal\/site\/tramites. All procedures (on-site and online) are part of the catalog of municipal services, accessible through the headquarters. For each procedure, the citizen can consult the processing method: online and\/or face-to-face. Less than 5% of procedures require, due to their subject matter and characteristics, face-to-face management, as can be consulted.For example, the registration and deregistration procedures are exclusively face-to-face procedures, as can be seen in: https:\/\/sede.madrid.es\/portal\/site\/tramites\/menuitem.62876cb64654a55e2dbd7003a8a409a0\/?vgnextoid=59ee6a38d1bed010VgnVCM2000000c205a0aRCRD\u0026amp;vgnextchannel=d4968173cec9c410VgnVCM100000171f5a0aRCRD\u0026amp;vgnextfmt=default \u003Cbr \/\u003E\r\nHowever this other procedure: Application for admission to Madrid City Council nursery schools, can be managed both, online and face-to-face, as you can see in: https:\/\/sede.madrid.es\/portal\/site\/tramites\/menuitem.62876cb64654a55e2dbd7003a8a409a0\/?vgnextoid=a456c18cc287f710VgnVCM1000001d4a900aRCRD\u0026amp;vgnextchannel=d6e537c190180210VgnVCM100000c90da8c0RCRD\u0026amp;vgnextfmt=default","field_sup_auth_app":"Yes","field_sup_auth_app_ev":"https:\/\/play.google.com\/store\/apps\/developer?id=Ayuntamiento+de+Madrid\u0026amp;hl=es_419\u0026amp;gl=US\u003Cbr \/\u003E\r\nhttps:\/\/apps.apple.com\/es\/developer\/ayuntamiento-de-madrid\/id880593891","field_sup_auth_proactive":"No","field_sup_auth_proactive_ev":"","field_sup_auth_sdg":"","field_sup_auth_sdg_ev":"","field_sup_auth_checkproc":"Yes","field_usa_web_look":"Yes","field_usa_web_look_ev":"https:\/\/identidad.madrid.es\/","field_usa_web_audiovideo":"Yes","field_usa_web_audiovideo_ev":"Single Telephone Number 010: https:\/\/www.madrid.es\/portales\/munimadrid\/es\/Inicio\/El-Ayuntamiento\/Atencion-a-la-ciudadania\/Telefono-010\/Telefono-gratuito-010-Linea-Madrid-Informacion-y-gestiones\/?vgnextfmt=default\u0026amp;vgnextoid=28c5a0da2db8b010VgnVCM1000000b205a0aRCRD\u0026amp;vgnextchannel=7d57ad3e79943310VgnVCM1000000b205a0aRCRD\u003Cbr \/\u003E\r\n","field_usa_web_wcag":"Yes","field_usa_web_wcag_ev":"https:\/\/www.madrid.es\/portales\/munimadrid\/es\/Inicio\/Accesibilidad\/Declaracion-de-accesibilidad\/?vgnextfmt=default\u0026amp;vgnextoid=b4a7ba9d3e023310VgnVCM1000000b205a0aRCRD\u0026amp;vgnextchannel=1ade43db40317010VgnVCM100000dc0ca8c0RCRD#:~:text=A%20trav%C3%A9s%20de%20www.madrid,de%20la%20ciudad%20de%20Madrid).","field_usa_auth_assessment":"No","field_usa_auth_assessment_ev":"","field_sec_eid":"Yes","field_sec_control_data":"Yes","field_sec_control_data_ev":"Exercise of rights of Personal data in the Madrid City Council: https:\/\/sede.madrid.es\/portal\/site\/tramites\/menuitem.62876cb64654a55e2dbd7003a8a409a0\/?vgnextoid=31c179667c57e010VgnVCM1000000b205a0aRCRD\u0026amp;vgnextchannel=f2eaa38813180210VgnVCM100000c90da8c0RCRD\u0026amp;vgnextfmt=default\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nhttps:\/\/www.madrid.es\/portales\/munimadrid\/es\/Inicio\/Proteccion-de-datos\/Proteccion-de-datos\/?vgnextfmt=default\u0026amp;vgnextoid=2c241e7b0f578010VgnVCM100000dc0ca8c0RCRD\u0026amp;vgnextchannel=251f43db40317010VgnVCM100000dc0ca8c0RCRD","field_sec_procedure":"Yes","field_sec_procedure_ev":"Information Security Policy of the Council of Madrid: https:\/\/sede.madrid.es\/FrameWork\/generacionPDF\/boam7913_1150.pdf?numeroPublicacion=7913\u0026amp;idSeccion=b31bd0c005a3c510VgnVCM1000001d4a900aRCRD\u0026amp;nombreFichero=boam7913_1150\u0026amp;cacheKey=91\u0026amp;guid=39d9a6cb58f1c510VgnVCM2000001f4a900aRCRD\u0026amp;csv=true\u003Cbr \/\u003E\r\nNational Security Scheme in the field of Electronic Administration: https:\/\/www.boe.es\/buscar\/doc.php?id=BOE-A-2010-1330","field_citi_change_dec":"Yes","field_citi_change_dec_ev":"Claims and suggestions: https:\/\/www.madrid.es\/portales\/munimadrid\/es\/Inicio\/El-Ayuntamiento\/Contacto\/Sugerencias-y-reclamaciones?vgnextfmt=default\u0026amp;vgnextchannel=5eadc1ab4fd86210VgnVCM2000000c205a0aRCRD\u003Cbr \/\u003E\r\nDecide Madrid to collaborative budgets: https:\/\/decide.madrid.es\/","field_citi_feedback":"Yes","field_citi_feedback_ev":"Claims and suggestions: \u003Cbr \/\u003E\r\nhttps:\/\/www.madrid.es\/portales\/munimadrid\/es\/Inicio\/El-Ayuntamiento\/Contacto\/Sugerencias-y-reclamaciones?\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nPublished by the following links:\u003Cbr \/\u003E\r\nhttps:\/\/datos.madrid.es\/portal\/site\/egob\/menuitem.c05c1f754a33a9fbe4b2e4b284f1a5a0\/?vgnextoid=6f2fdf17d5e55510VgnVCM2000001f4a900aRCRD\u0026amp;vgnextchannel=374512b9ace9f310VgnVCM100000171f5a0aRCRD\u0026amp;vgnextfmt=default\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nhttps:\/\/visualizadatos.madrid.es\/pages\/sugerencias-reclamaciones","field_ado_transact":"Yes","field_ado_transact_ev":"According to the number of register annotation done in 2022 69,22% was carried out online. In 2019, these figures were only 22.58%.","field_ado_publicdata":"Yes","field_ado_publicdata_ev":"https:\/\/visualizadatos.madrid.es\/\u003Cbr \/\u003E\r\nhttps:\/\/visualizadatos.madrid.es\/pages\/avisos\u003Cbr \/\u003E\r\nhttps:\/\/visualizadatos.madrid.es\/pages\/sugerencias-reclamaciones","field_redu_timesaved":"No","field_redu_timesaved_ev":"During the second half of the year 2021, the Madrid City Council addressed a plan to reduce administrative burdens: https:\/\/sede.madrid.es\/portal\/site\/tramites\/menuitem.b4c91589e7f6a5d829da39e5a8a409a0\/?vgnextoid=341a91804616a710VgnVCM1000001d4a900aRCRD\u0026amp;vgnextchannel=741d814231ede410VgnVCM1000000b205a0aRCRD\u0026amp;vgnextfmt=default The results of the execution of the plan in terms of sustainability, financial and time savings are not public at this moment.","field_redu_financesaved":"Yes","field_redu_financesaved_ev":"During the second half of the year 2021, the Madrid City Council addressed a plan to reduce administrative burdens: https:\/\/sede.madrid.es\/portal\/site\/tramites\/menuitem.b4c91589e7f6a5d829da39e5a8a409a0\/?vgnextoid=341a91804616a710VgnVCM1000001d4a900aRCRD\u0026amp;vgnextchannel=741d814231ede410VgnVCM1000000b205a0aRCRD\u0026amp;vgnextfmt=default The results of the execution of the plan in terms of sustainability, financial and time savings are not public at this moment. According to the Manual of Administrative Simplification and Load Reduction for the General Administration of the State available at https:\/\/www.mptfp.gob.es\/dam\/es\/funcionpionpublica\/gobernanza-publica\/Simplificacion\/Doc-referencia p\u00e1gina = 1 the amount of financial savings for both administration and citizens in 2021, was around 79M \u20ac thanks to digitalization of services.","field_sati_servprovision":"Yes","field_sati_servprovision_ev":"https:\/\/www.madrid.es\/portales\/munimadrid\/es\/Inicio\/El-Ayuntamiento\/Atencion-a-la-ciudadania\/Estadisticas\/Estadisticas-Linea-Madrid-2021\/?vgnextfmt=default\u0026amp;vgnextoid=35e54a8118b7a710VgnVCM2000001f4a900aRCRD\u0026amp;vgnextchannel=4338d2dee0330710VgnVCM1000001d4a900aRCRD","field_sati_share2y":"Yes","field_sati_share2y_ev":"Close to 78% . Can consult Page 47 in https:\/\/www.madrid.es\/portales\/munimadrid\/es\/Inicio\/El-Ayuntamiento\/Atencion-a-la-ciudadania\/Estadisticas\/Estadisticas-Linea-Madrid-2021\/?vgnextfmt=default\u0026amp;vgnextoid=35e54a8118b7a710VgnVCM2000001f4a900aRCRD\u0026amp;vgnextchannel=4338d2dee0330710VgnVCM1000001d4a900aRCRD regarding year 2021.","field_env_co2":"Yes","field_env_co2_ev":"During the second half of the year 2021, the Madrid City Council addressed a plan to reduce administrative burdens: https:\/\/sede.madrid.es\/portal\/site\/tramites\/menuitem.b4c91589e7f6a5d829da39e5a8a409a0\/?vgnextoid=341a91804616a710VgnVCM1000001d4a900aRCRD\u0026amp;vgnextchannel=741d814231ede410VgnVCM1000000b205a0aRCRD\u0026amp;vgnextfmt=default The results of the plan execution in terms of sustainability, financial and time savings are not public at this time. In relation to the reduction of CO2 in 2021 by the digitalization of services (focused on electronic registration, digital signature and electronic notifications)  are equivalent to 1.451 tons."},{"title":"Tallinn ","field_00_total_number_emp":"1600","field_00__total_population":"444413","field_00_total_budget":"712117836","field_sk_how_many_ict_specialist":"70","field_sk_ict_subcontractors":"100","field_sk_locauth_pos_serv_des":"Yes","field_sk_locauth_pos_serv_des_ev":"In total 4: 3 service designers and 1 user-experience designer.","field_sk_locauth_training_cs":"Yes","field_sk_locauth_training_cs_ev":"Every month Services Development Working Group is organized where service designers share best practices and teach service design methods and tools to other departments.\u003Cbr \/\u003E\r\nThere has been several service design projects, where local authority employees have got hands-on training about service design methods and where they had to conduct user research, prototyping, ideation etc.\u003Cbr \/\u003E\r\nApproximate number of people trained - 50","field_sk_locauth_train_dscs":"Yes","field_sk_locauth_train_dscs_ev":"500 employees have had Basic ICT training, plus several trainings are available on video format and encouraged to be watched on internal web.Newer trainings are for example data protection rules.","field_sk_locauth_training_cit":"","field_sk_locauth_training_cit_ev":"Not on-site training, but a lot of instructions on how to use e-services are being created and updated. Level of ITC-skills is really good in Estonian, because this has been taken care of on national level.\u003Cbr \/\u003E\r\nInstructions on how to use every service https:\/\/www.tallinn.ee\/en\/services and https:\/\/taotlen.tallinn.ee\/\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\n","field_st_localauth_digitstra":"Yes","field_st_localauth_digitstra_ev":"Tallinn does not have their own strategy, but are following National IT-strategy 2030.","field_st_localauth_cdo":"Yes","field_st_localauth_cdo_ev":"Martin M\u00e4nnil - City Digital Director \u003Cbr \/\u003E\r\nhttps:\/\/www.tallinn.ee\/telefoniraamat-puu#tootaja_10017371\u0026amp;asutus2_50183382\u0026amp;asutus1_50076087","field_st_localauth_serv_stand":"No","field_st_localauth_serv_stand_ev":"","field_st_localauth_serv_guid":"Yes","field_st_localauth_serv_guid_ev":"Tallinn visual identity: https:\/\/www.tallinn.ee\/identiteet\/#\/\u003Cbr \/\u003E\r\nUser interface guidelines which is based on Tallinn visual identity: http:\/\/veeb.tallinnlv.ee\/tallinnuig\/","field_st_locaut_serv_guid_mon":"Yes","field_st_locaut_serv_guid_mon_ev":"All the employees have been made aware, that such design guidelines must be used. All the new services\/webpages are reviewed by user experience designer.","field_st_strat_mention_design":"Yes","field_st_strat_mention_design_ev":"https:\/\/strateegia.tallinn.ee\/en\/implementation-of-development-strategy\u003Cbr \/\u003E\r\n\u0026quot;The city provides user-centric services in a variety of fields, which support the achievement of the city\u0026#039;s strategic goals.\u003Cbr \/\u003E\r\nServices are designed and provided by the service design principle, which means that services are human-centred and user-friendly, relevant and valuable for the user as well as efficient and sustainable from the service provider\u2019s viewpoint.\u003Cbr \/\u003E\r\nThe city collects data in a user-friendly manner, requesting data only once.\u0026quot;","field_eco_api":"Yes","field_eco_api_ev":"100 organizations (Main ones are x-road interfaces + open data portal)","field_eco_eid":"Yes","field_eco_eid_ev":"1) national eID, used both for authentification and digital signature (national authentication service TARA and digital signing service SIGA)\u003Cbr \/\u003E\r\n2) national payment service\u003Cbr \/\u003E\r\n3) x-road interfaces (national government\u2019s data exchange layer)\u003Cbr \/\u003E\r\n4) state central notification solution (eesti.ee mailbox)\u003Cbr \/\u003E\r\n5) e-invoices (both purchase and sales invoices)","field_eco_collaboration":"Yes","field_eco_collaboration_ev":"Tallinn owns 2 ongoing incubators:\u003Cbr \/\u003E\r\n1) Tallinn Creative Incubator: https:\/\/inkubaator.tallinn.ee\/en\/\u003Cbr \/\u003E\r\n2) Startup Incubator Tehnopol: https:\/\/www.startupincubator.ee\/en\/","field_co_codesign":"Yes","field_co_codesign_ev":"If new digital service is being developed, service analysts, service designers and UX-designer will conduct user research and testing with the users.","field_co_userresearch":"No","field_co_userresearch_ev":"","field_co_codesign_dis":"No","field_co_codesign_dis_ev":"","field_co_webanalitycs":"Yes","field_co_webanalitycs_ev":"A lot of service owners use google analytics to gather statistics about the usage of services. \u003Cbr \/\u003E\r\nEvery year overview of usability of all the services is made  and it can be seen in the Public service database where you can see all the statistics about the services.","field_co_plan_regrelease":"No","field_sup_loc_auth":"Yes","field_sup_loc_auth_ev":"100%\u003Cbr \/\u003E\r\nAll the services that can be digitized have been digitized - if there is no special e-application environment or e-form, the application can always be sent digitally signed, and this is also an e-service.","field_sup_auth_app":"No","field_sup_auth_app_ev":"","field_sup_auth_proactive":"No","field_sup_auth_proactive_ev":"","field_sup_auth_sdg":"Yes","field_sup_auth_sdg_ev":"All city services, i.e digital and non-digital, are available through our service database: https:\/\/www.tallinn.ee\/eng\/teenused\u003Cbr \/\u003E\r\nThe services that require authentication are grouped here: https:\/\/taotlen.tallinn.ee\/","field_sup_auth_checkproc":"Yes","field_usa_web_look":"Yes","field_usa_web_look_ev":"All the websites are following Tallinn visual identity: http:\/\/veeb.tallinnlv.ee\/tallinnuig\/","field_usa_web_audiovideo":"Yes","field_usa_web_audiovideo_ev":"This is by phone. There are telephone numbers for different purposes: https:\/\/www.tallinn.ee\/est\/abinumbrid \u003Cbr \/\u003E\r\nTallinn\u0026#039;s helpline is 14410","field_usa_web_wcag":"No","field_usa_web_wcag_ev":"Not all the services, but on Tallinn webpage and in some e-services you can change accessibility options ( text size, line spacing, contrast. other preferences).","field_usa_auth_assessment":"Yes","field_usa_auth_assessment_ev":"The usability is measured on the basis of feedback received from users (both on the scale 1-5 and comments). \u003Cbr \/\u003E\r\nThere is a feedback button on every service, for example https:\/\/www.tallinn.ee\/Teenus-Register-of-Plans","field_sec_eid":"Yes","field_sec_control_data":"Yes","field_sec_control_data_ev":"Tallinn City Goverments complies with the GDPR rules. Tallinn has  data protection conditions that are referenced everywhere and are described in terms of citizens\u0026#039; rights, including rectification and deletion of data. ","field_sec_procedure":"Yes","field_sec_procedure_ev":"Tallinn is following measures and practices set on a national level: Three-level IT Baseline Security System ISKE: https:\/\/www.ria.ee\/en\/cyber-security\/it-baseline-security-system-iske.html\u003Cbr \/\u003E\r\nTallinn has also established information security policy and Information security incident reporting and\u003Cbr \/\u003E\r\nprocedure.\u003Cbr \/\u003E\r\n2-Step Authentication (MFA)","field_citi_change_dec":"Yes","field_citi_change_dec_ev":"Through service cards from where the feedback gets forwarded to the right person. Also trough e-mail, as this is an official channel for communication by the law. ","field_citi_feedback":"Yes","field_citi_feedback_ev":"There is a standardized feedback button added in most of the information systems, webpages etc.","field_ado_transact":"Yes","field_ado_transact_ev":"90%  \u003Cbr \/\u003E\r\nStatistics  are published in Tallinn\u0026#039;s intranet https:\/\/intra.tallinnlv.ee\/teenused\/Documents\/Forms\/AllItems.aspx, but not publicly.","field_ado_publicdata":"Yes","field_ado_publicdata_ev":"Once a year statistics across all the services is published - how many users, what channels, what ratings users have given, what feedback and does that feedback has been taken into account etc. These are published in Tallinn\u0026#039;s intranet https:\/\/intra.tallinnlv.ee\/teenused\/Documents\/Forms\/AllItems.aspx, but not publicly.","field_redu_timesaved":"No","field_redu_timesaved_ev":"","field_redu_financesaved":"No","field_redu_financesaved_ev":"","field_sati_servprovision":"Yes","field_sati_servprovision_ev":"Citizens can rate the service on the scale from 1 to 5 and also comment if they found what they were looking for.","field_sati_share2y":"Yes","field_sati_share2y_ev":"the average grade for for e-services  is 4.67 out of 5","field_env_co2":"No","field_env_co2_ev":""},{"title":"Emilia-Romagna Region","field_00_total_number_emp":"3849","field_00__total_population":"4427880","field_00_total_budget":"13330000000","field_sk_how_many_ict_specialist":"200","field_sk_ict_subcontractors":"250","field_sk_locauth_pos_serv_des":"No","field_sk_locauth_pos_serv_des_ev":"","field_sk_locauth_training_cs":"Yes","field_sk_locauth_training_cs_ev":"In the last three year, 85 employees took a service design course","field_sk_locauth_train_dscs":"Yes","field_sk_locauth_train_dscs_ev":"In the last year twenty employees had training about agile methodology and microservices. Regione Emilia-Romagna has also an e-learning platform where it\u0026#039;s possible to find several ICT courses: https:\/\/www.self-pa.net\/\u003Cbr \/\u003E\r\n","field_sk_locauth_training_cit":"Yes","field_sk_locauth_training_cit_ev":"Number of citizen involved in ICT training in 2020, 2021 and 2022: First level Digital course 2003 Second level Digital course 1644 Digital competences 3644 Digital culture 9177 Digital training for teachers 377 TOTAL 16845","field_st_localauth_digitstra":"Yes","field_st_localauth_digitstra_ev":"Regione Emilia-Romagna has a digital agenda published the 23rd of February 2021. More details about the digital agenda \u0026quot;Data Valley Bene Comune\u0026quot;: https:\/\/digitale.regione.emilia-romagna.it\/dvbc\/data-valley-bene-comune","field_st_localauth_cdo":"Yes","field_st_localauth_cdo_ev":"Like any other local authority in Italy, Regione Emilia-Romagna has an officer for Digital transition:\u003Cbr \/\u003E\r\nhttps:\/\/www.indicepa.gov.it\/ipa-portale\/consultazione\/responsabile-transizione-digitale\/ricerca-responsabile-transizione-digitale\/lista-utd\/Frieri%20Francesco%20Raphael\/73971\/scheda-unita-organizzativa\/GJDXEF\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\n","field_st_localauth_serv_stand":"No","field_st_localauth_serv_stand_ev":"","field_st_localauth_serv_guid":"No","field_st_localauth_serv_guid_ev":"","field_st_locaut_serv_guid_mon":"No","field_st_locaut_serv_guid_mon_ev":"","field_st_strat_mention_design":"Yes","field_st_strat_mention_design_ev":"Chapter 5 of \u0026quot;Data Valley Bene Comune\u0026quot;, Emilia-Romagna digital agenda, is about public online digital services and mention both service design and user experience","field_eco_api":"Yes","field_eco_api_ev":"Emilia-Romagna region exposes touristic information using API. Data can be used for personal or business with no limitation:  \u003Cbr \/\u003E\r\nhttps:\/\/developers-italia-it-git-for-ff90a6-dip-trasformazione-digitale.vercel.app\/it\/api\/opendata-ert\u003Cbr \/\u003E\r\n","field_eco_eid":"Yes","field_eco_eid_ev":"All services developed by Emilia-Romagna are integrated with Italian payment platform and Italian eID","field_eco_collaboration":"Yes","field_eco_collaboration_ev":"During a test before invest initiative, before we published the call for tender we met 12 innovative SMEs to discover new ideas and products. The test before invest want to develop an online service for the exploration of the naturalistic and cultural routes of Emilia-Romagna. The application will offer information and tools necessary to plan, carry out and memorize regional itineraries. Here you can find the enterprises\u0026#039; invitation: https:\/\/digitale.regione.emilia-romagna.it\/notizie\/archivio\/2022\/settembre\/indagine-conoscitiva-per-la-realizzazione-di-una-applicazione-web-per-l2019esplorazione-dei-sentieri-naturalistici-dell2019emilia-romagna Due to the positive results, we plan to replicate this initiative for other innovative services.","field_co_codesign":"No","field_co_codesign_ev":"","field_co_userresearch":"No","field_co_userresearch_ev":"","field_co_codesign_dis":"No","field_co_codesign_dis_ev":"","field_co_webanalitycs":"No","field_co_webanalitycs_ev":"","field_co_plan_regrelease":"No","field_sup_loc_auth":"Yes","field_sup_loc_auth_ev":"All services offered by Regione Emilia-Romagna are digitalized and are available online","field_sup_auth_app":"No","field_sup_auth_app_ev":"","field_sup_auth_proactive":"No","field_sup_auth_proactive_ev":"","field_sup_auth_sdg":"No","field_sup_auth_sdg_ev":"The main action asked to public administratios in order to fulfill the Single Digital Gateway requirements, is to allow authentication to online services using eIDAS. Access to all online services developed and deployed by Emilia-Romagna region is possibile using SPID (Italian national eID), that is compliant with eIDAS requirement.","field_sup_auth_checkproc":"No","field_usa_web_look":"Yes","field_usa_web_look_ev":"All Regional websites have the same colour palette the same structure, font, text size\u003Cbr \/\u003E\r\nFollowing the list of Regional specific websites:\u003Cbr \/\u003E\r\nhttps:\/\/www.regione.emilia-romagna.it\/aree-tematiche\/aree-tematiche\u003Cbr \/\u003E\r\n","field_usa_web_audiovideo":"Yes","field_usa_web_audiovideo_ev":"Emilia-Romagna Region provides a single (free) telephone number for all citizens issues: 800.66.22.00","field_usa_web_wcag":"Yes","field_usa_web_wcag_ev":"All Regional webpages are checked with Italian accessibility guidelines","field_usa_auth_assessment":"Yes","field_usa_auth_assessment_ev":"All online services carry out accessibility and usability assessments. Results are available online on a national website: See an example of accessibility statement: https:\/\/form.agid.gov.it\/view\/f4b5c869-d766-4217-ba58-4dd6f433abac\/ We are also using new specific usability tests with eGLU methodology: https:\/\/docs.italia.it\/italia\/designers-italia\/manuale-operativo-design-docs\/it\/versione-corrente\/doc\/design-research\/test-usabilita.html#protocollo-eglu-lg-per-la-realizzazione-di-test-di-usabilita. Results will be published online","field_sec_eid":"Yes","field_sec_control_data":"No","field_sec_control_data_ev":"","field_sec_procedure":"Yes","field_sec_procedure_ev":"Emilia-Romagna region has specific guidelines for security and all web pages and applications must comply with these guidelines. \u003Cbr \/\u003E\r\nAll web pages and applications are tested before utilization. Tests are related to various aspect of the applications:\u003Cbr \/\u003E\r\nAuthentication\u003Cbr \/\u003E\r\nAuthorization\u003Cbr \/\u003E\r\nUser session management\u003Cbr \/\u003E\r\nData validation\u003Cbr \/\u003E\r\nError handling\u003Cbr \/\u003E\r\nTracking \/ Logging\u003Cbr \/\u003E\r\nMonitoring\u003Cbr \/\u003E\r\nData encryption\u003Cbr \/\u003E\r\nAvailability of data\u003Cbr \/\u003E\r\nProject documentation\u003Cbr \/\u003E\r\nApplication code\u003Cbr \/\u003E\r\nApplications for mobile devices\u003Cbr \/\u003E\r\nMinimum measures to be observed for all treatments\u003Cbr \/\u003E\r\nAdditional minimum measures to be observed in the case of processing of sensitive and \/ or judicial data\u003Cbr \/\u003E\r\nUnsupported Technology With Known Vulnerability\u003Cbr \/\u003E\r\nCross Site Request Forgery\u003Cbr \/\u003E\r\nClickjacking\u003Cbr \/\u003E\r\nInformation Leakage\u003Cbr \/\u003E\r\nBad Cookie\u003Cbr \/\u003E\r\nSQL Injection\u003Cbr \/\u003E\r\nNo Logout\u003Cbr \/\u003E\r\nA final report is delivered to the developers in order to fix possible errors. \u003Cbr \/\u003E\r\nFor security reason there is no public documentation about the tests performed.","field_citi_change_dec":"No","field_citi_change_dec_ev":"","field_citi_feedback":"No","field_citi_feedback_ev":"","field_ado_transact":"Yes","field_ado_transact_ev":"At this link you can find details about online services: https:\/\/digitale.regione.emilia-romagna.it\/dati-e-pubblicazioni\/pubblicazioni\/2022\/2021. Unfortunately the document describes municipal services and does not include Regional services. Percentage of transaction for online Regional services is 100%.","field_ado_publicdata":"Yes","field_ado_publicdata_ev":"Every year Regione ER publish data about online services utilization for all local authority \u003Cbr \/\u003E\r\nhttps:\/\/digitale.regione.emilia-romagna.it\/dati-e-pubblicazioni\/pubblicazioni\/2022\/2021\u003Cbr \/\u003E\r\n","field_redu_timesaved":"No","field_redu_timesaved_ev":"","field_redu_financesaved":"No","field_redu_financesaved_ev":"","field_sati_servprovision":"No","field_sati_servprovision_ev":"","field_sati_share2y":"","field_sati_share2y_ev":"","field_env_co2":"No","field_env_co2_ev":""},{"title":"Espoo ","field_00_total_number_emp":"2022: 15 632 (Espoo\u2019s health and social services, the Western Uusimaa Rescue Department and their personnel were transferred to the Western Uusimaa Wellbeing Services County as of 1 January 2023.)","field_00__total_population":"305 200","field_00_total_budget":"2 155 345 000 euros in the year 2022","field_sk_how_many_ict_specialist":"47","field_sk_ict_subcontractors":"153","field_sk_locauth_pos_serv_des":"No","field_sk_locauth_pos_serv_des_ev":"","field_sk_locauth_training_cs":"Yes","field_sk_locauth_training_cs_ev":"2022: at least 6\u003Cbr \/\u003E\r\n2021: 19 \u003Cbr \/\u003E\r\n2020: at least 5\u003Cbr \/\u003E\r\nData got from HR-system, based on applications for courses\/training\u003Cbr \/\u003E\r\n","field_sk_locauth_train_dscs":"Yes","field_sk_locauth_train_dscs_ev":"2020: 37 courses for whole organisation, that have had 798 participants. Additionally there have been branch specific courses. \u003Cbr \/\u003E\r\n2021 Espoo has started to use mainly web-based digital courses, Webope. 2021 there was 1129 participants in Webope courses.\u003Cbr \/\u003E\r\n2022 There was 1300 participants in Webope courses.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\n","field_sk_locauth_training_cit":"Yes","field_sk_locauth_training_cit_ev":"Omnia is a municipality owned educational consortium that provides upper secondary vocational education and training and general upper secondary education, youth and adult workshops, and liberal adult education, vocational courses and support in recruitment for enterprises. \u003Cbr \/\u003E\r\nEspoo\u2019s liberal adult education is provided by Omnia. \u003Cbr \/\u003E\r\nDuring the years 2020-2022, Omnia arranged 336 courses in digital technologies and courses had 4825 participants. More information about Omnia and courses from. www.omnia.fi \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nIn Finnish schools structured training on digital technologies is part of the curriculum. \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nIn Finnish schools structured training on digital technologies is part of the curriculum. \u003Cbr \/\u003E\r\n","field_st_localauth_digitstra":"No","field_st_localauth_digitstra_ev":"","field_st_localauth_cdo":"Yes","field_st_localauth_cdo_ev":"While there is no position of Chief Digital Officer, there is a ICT-development manager who leads the digital development team under CIO. ","field_st_localauth_serv_stand":"Yes","field_st_localauth_serv_stand_ev":"Espoo has enterprise architecture principles that are comparable to the standards. They give guidelines to digital service design and are in line with national legislation considering digital service delivery. ","field_st_localauth_serv_guid":"Yes","field_st_localauth_serv_guid_ev":"Espoo has both tactical level guidelines and operational level standards for service delivery. For example guidelines for \u201ctone of voice\u201d in customer service, accessable language. These are available for employees in intranet. ","field_st_locaut_serv_guid_mon":"No","field_st_locaut_serv_guid_mon_ev":"","field_st_strat_mention_design":"No","field_st_strat_mention_design_ev":"","field_eco_api":"Yes","field_eco_api_ev":"Espoo offers over 20 open APIs, for example to geographic and map data https:\/\/www.espoo.fi\/en\/product-descriptions-geographic-data-and-maps\u003Cbr \/\u003E\r\nUse of APIs is not measured. Measuring would require budget to collect the information from partners. ","field_eco_eid":"Yes","field_eco_eid_ev":"Yes, Espoo uses Suomi.fi services provided by the national Digital and population data services agency. For example, Espoo\u0026#039;s early childhood education https:\/\/espoonvarhaiskasvatus.fi\/applying\/mapf","field_eco_collaboration":"Yes","field_eco_collaboration_ev":"Espoo has utilised innovative public procurement methods for example in procurement for Espoo.fi website platform and partner. More information about Espoo\u2019s procurements can be found from national public procurement portal https:\/\/www.hankintailmoitukset.fi\/en and Espoo\u2019s online tendering system Tarjouspalvelu(extrernal link) where the invitations to tender and the related documents are also published. \u003Cbr \/\u003E\r\nEspoo has been active partner in hackathons, such as Junction https:\/\/www.junction2021.com\/  and has also arranged own hackathons, latest for chatbot development in June 2021. \u003Cbr \/\u003E\r\nEspoo also has a Digital Agenda program that is based on co-creation and experiments for new digital solutions together with companies.  https:\/\/www.espoo.fi\/en\/city-espoo\/innovative-espoo\/digital-agenda \u003Cbr \/\u003E\r\n","field_co_codesign":"Yes","field_co_codesign_ev":"Within the last couple of years, it has been common practice to have service design or user research phase in the projects that develop services for end-users. This is not followed or monitored but can be detected from Espoo\u2019s project portfolio. Usability and accessibility assessments are standard practices in Espoo\u2019s digital procurement process. \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\n","field_co_userresearch":"No","field_co_userresearch_ev":"","field_co_codesign_dis":"","field_co_codesign_dis_ev":"ok","field_co_webanalitycs":"Yes","field_co_webanalitycs_ev":"Google Analytics is used in Espoo\u0026#039;s publication system, but it is being replaced by a product from Matomo Analytics. We use analytics in the development of our sites constantly. More extensive reports are taken every three months. For example we look at where did the traffic come to the site (a search engine, social media or another website), what are the most popular contents, what is the average session duration, what is the percentage of new visitors and so on. We have anonymization on, so no personal data is stored.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nMatomo Analytics is used in The Helmet web library (www.helmet.fi). \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nThe information obtained with the help of web analytics is used in improving the findability of the sites and in other site development work. The goal is to make our sites as user-friendly as possible.","field_co_plan_regrelease":"","field_sup_loc_auth":"","field_sup_loc_auth_ev":"","field_sup_auth_app":"","field_sup_auth_app_ev":"Espoo has dedicated app for feedback, Trimble Feedback app, and for libraries, Taskukirjasto (pocket library). ","field_sup_auth_proactive":"Yes","field_sup_auth_proactive_ev":"The City of Espoo offers free sports and exercise services to Espoo residents aged 68 and up through the +68 sports wristband https:\/\/www.espoo.fi\/en\/sports-and-nature\/guided-exercise\/exercise-seniors\/68-sports-wristband\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nEvery year citizens that turn 68 get a letter informing them that they are entitled to this service (using address and birth year data). It doesn\u2019t require any registration or application. The citizen needs to collect the wristband which then states for the sport services that the person lives in Espoo and is of certain age. This is also to make it more flexible for the citizens, they don\u2019t have to prove their age every time they use swimming pools etc.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nOne proactive aspect of the service is the sports clubs that need no pre-registration for +68 users. In comparison for most of the other sport clubs people need to register.","field_sup_auth_sdg":"","field_sup_auth_sdg_ev":"Espoo has implemented Suomi.fi services (e.g. Finnish Service Catalogue) that are applicable to the Single Digital Gateway. For example, the Espoo.fi service information is based on the FSC-data. Information about the Finnish Service catalogue:  https:\/\/palveluhallinta.suomi.fi\/en\/sivut\/palvelutietovaranto\/palvelukuvaus\/palvelun-kuvaus  \u003Cbr \/\u003E\r\n","field_sup_auth_checkproc":"No","field_usa_web_look":"Yes","field_usa_web_look_ev":"Espoo has web-service creation and brand instructions in place. Webpages have been updated in 2022 and have the same look and feel. Different older (prior to 2022) digital services might have a different look and feel but all the new webpages and digital services are created according to the brand instructions.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nThe Espoo.fi web service has common content elements that are used by different service units. As a general rule, the fonts and text size of the online service are the same, but there is a possibility, for example, of text sizes to differ to some extent. The colors generally used in the online service are the so-called brand colors of the city of Espoo, but for example the KulttuuriEspoon brand color palette is wider and thus they use colors in the online service more widely.","field_usa_web_audiovideo":"Yes","field_usa_web_audiovideo_ev":"Espoo\u2019s Contact Center\/ e-services team answers customer service questions, assists with matters related to health care e-services and processes feedback. They also connect customers to right experts if needed. Service is available on chat, video-chat, via phone or email and social media.  https:\/\/www.espoo.fi\/en\/city-espoo\/customer-service\/service-points-and-espoo-info\/service-points ","field_usa_web_wcag":"Yes","field_usa_web_wcag_ev":"For example, Espoo.fi accessibility documentation: https:\/\/www.espoo.fi\/fi\/saavutettavuusseloste-espoon-kaupunki (in Finnish)","field_usa_auth_assessment":"","field_usa_auth_assessment_ev":"","field_sec_eid":"Yes","field_sec_control_data":"Yes","field_sec_control_data_ev":"Information about Espoo\u2019s data-protection\u003Cbr \/\u003E\r\nhttps:\/\/www.espoo.fi\/en\/city-espoo\/data-protection \u003Cbr \/\u003E\r\n","field_sec_procedure":"Yes","field_sec_procedure_ev":"Espoo\u2019s ICT security practices and procedures are described in documentation updated in intranet, documentation include but are not limited to documents such as \u201cICT security guide for personnel\u201d, \u201cAssessment form for ICT-security risks\u201d, \u201cExercises for IC-security\u201d.  ","field_citi_change_dec":"Yes","field_citi_change_dec_ev":"All official complaints and appeals must be given in written format, but online documents meet this requirement and redressal requests can be submitted online.  https:\/\/www.espoo.fi\/en\/city-espoo\/participate-and-contribute\/petitions-appeal","field_citi_feedback":"Yes","field_citi_feedback_ev":"Feedback can be given online https:\/\/easiointi.espoo.fi\/eFeedback\/en and on Trimble Feedback mobile app. Citizen\u2019s can also contact the city customer services to give feedback: https:\/\/www.espoo.fi\/en\/city-espoos-contact-information-and-feedback ","field_ado_transact":"","field_ado_transact_ev":"","field_ado_publicdata":"Yes","field_ado_publicdata_ev":"A National \u201cCity and Municipality services\u201d survey is done once in City Council term (4 years). The survey is done by FCG Consulting. On those years that there is no national survey, Espoo runs an own \u201cMunicipality services in Espoo\u201d-survey. Among other things, the survey measures if the respondents have used Espoo\u2019s digital services and what services citizens find important. The survey asks also about contentment with online services from different angles (accessibility, availability, online offering etc). Use of online services data as part of the Municipality service survey can be found from here: https:\/\/www.espoo.fi\/fi\/espoon-kaupunki\/tutkimus-ja-tilastot (only in Finnish) and here: https:\/\/www.espoo.fi\/fi\/toimintaympariston-tila-espoossa","field_redu_timesaved":"No","field_redu_timesaved_ev":"","field_redu_financesaved":"","field_redu_financesaved_ev":"","field_sati_servprovision":"Yes","field_sati_servprovision_ev":"Espoo has decided to use NPS as the city-level practice to measure customer satisfaction since April 2020. Not all units have yet applied the city-level questions but have different indicators for customer satisfaction (such as four-scaled happy-or-not questions). \u003Cbr \/\u003E\r\nNPS scores 2022 of different units vary from -2 to +92. \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\n","field_sati_share2y":"","field_sati_share2y_ev":"","field_env_co2":"No","field_env_co2_ev":""},{"title":"Rotterdam ","field_00_total_number_emp":"13669","field_00__total_population":"655473","field_00_total_budget":"3900000000","field_sk_how_many_ict_specialist":"800","field_sk_ict_subcontractors":"300","field_sk_locauth_pos_serv_des":"Yes","field_sk_locauth_pos_serv_des_ev":"25\u003Cbr \/\u003E\r\nThe employees assigned in such positions include the UX lab staff and experts (3 UX experts and 2 UX\/service designers), WCAG experts\/testers. We have multiple people assigned as designers within DEvOps teams etc. CV\u0026#039;s or organization schedules available when desired","field_sk_locauth_training_cs":"Yes","field_sk_locauth_training_cs_ev":"Hundreds (via innovation network training, specialists training, plus we have the 20 person designer pool in Rotterdam)","field_sk_locauth_train_dscs":"Yes","field_sk_locauth_train_dscs_ev":"Thousands (on privacy, security. MS apps, etc) (feb 2023: still applicable: mandatory training apply for numerous aspects of ICT such as security and privacy aspects, and numerous applications)","field_sk_locauth_training_cit":"Yes","field_sk_locauth_training_cit_ev":"strictly speaking this is done under municipal funding and direction by a separate partner: www.rotterdam.hetinformatiepunt.nl. the number mentioned was 3292 in 2021, numbers 2022 not yet available.","field_st_localauth_digitstra":"Yes","field_st_localauth_digitstra_ev":"https:\/\/www.rotterdam.nl\/wonen-leven\/rotterdam-digitaal\/ \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nupdate: still applicable 2023","field_st_localauth_cdo":"Yes","field_st_localauth_cdo_ev":"https:\/\/nl.linkedin.com\/in\/basboorsma?challengeId=AQEaQKoZQATU6AAAAYBlppLu4NgpiuYidlgC5jzgG8H_6zUx0CPcAw0tPF7kZzM-buxUF6bavKqV-zEozvEvoiTnBH1eQSh8VQ\u0026amp;submissionId=8a3c6dd2-106f-e916-e6f1-4b5367a2e343 (Update 2023: still applicable)","field_st_localauth_serv_stand":"Yes","field_st_localauth_serv_stand_ev":"Update 2023: Standards have changed from  service standards to \u0026quot;citizens satisfaction\u0026quot;. Internally though, may quality related items are measured, monitored and reported, such as: waiting times, response time website\/social media, call-back time, etc.  The reason for this change in approach lies in the fact that there is only limited correlation for service standards with citizen satisfaction, our main goal. ","field_st_localauth_serv_guid":"Yes","field_st_localauth_serv_guid_ev":"Specifically for Simple Language, a whole team is working on this (NB, this is an intranet page): https:\/\/rio.rotterdam.nl\/Project\/Duidelijketaal. furthermore we have a WCAG compliant cross-departmental guideline for (digital-) design (Rotterdam DesignSystem RODS as presented in Rotterdam to UCC community, see ppt provided. Read also: https:\/\/www.rotterdam.nl\/toegankelijkheid \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\n","field_st_locaut_serv_guid_mon":"Yes","field_st_locaut_serv_guid_mon_ev":"There are different dashboards applicable to this item, all used to  monitor and govern our standards, for instance:\u003Cbr \/\u003E\r\nNet Promoter Score\u003Cbr \/\u003E\r\nSystem Usability Scale\u003Cbr \/\u003E\r\npowerBI dashboard\u003Cbr \/\u003E\r\nsite improve\u003Cbr \/\u003E\r\netc...\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nDashboards are only accessible from within our network. Screenshots available on request\u003Cbr \/\u003E\r\n","field_st_strat_mention_design":"Yes","field_st_strat_mention_design_ev":"https:\/\/www.watdoetdegemeente.rotterdam.nl\/apps\/voorjaarsnota\/programmas\/bestuur-en-dienstverlenin\/burgerzaken\/Programma-Dienstverlening-2019-2022.pdf\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nWe sent the NEW programme as a pdf-file to UCC. The programme is called De Rotterdamse Dienstverlening, which roughly translates into \u201cThe public services of the City of Rotterdam\u201d. In this policy paper, we don\u0026#039;t literally mention the words service design and\/ or user experience. This is intentional. Because these words clearly aren\u0026#039;t common language for our citizens, nor widely used within our organization (yet). In the pdf-file, we highlighted and translated the relevant parts in which policy refers to service design and\/ or user experience. The city Counsil has yet to approve this strategy, it is sceduled for debate soon. \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nThis comment also applies to the current programme although we chose to highlight the passages in the NEW programme rather then the old one because it better reflects our commitment the upcoming 4 years","field_eco_api":"Yes","field_eco_api_ev":"Yes we do. Data and API\u2019s are provided through the municipal open data platform, which can be accessed here: https:\/\/rotterdam.dataplatform.nl\/#\/data \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nAn example of a provided API: https:\/\/rotterdam.dataplatform.nl\/#\/data\/6a58bf9f-62b4-4d15-aed1-e3368c46418e?tabName=download_tab\u0026amp;tabId=3  ","field_eco_eid":"Yes","field_eco_eid_ev":"https:\/\/dloket.rotterdam.nl\/loket\/burger\/digid-akkoord?dest=%2Fburger%2Fstartform%3Fid%3DDV_VHZ\u0026amp;auth=DIG1\u003Cbr \/\u003E\r\nnational standards for payment is used (Ideal for Netherlands https:\/\/www.ideal.nl\/en\/) and DigiD for identification as a national standard: https:\/\/www.digid.nl\/en and many others)","field_eco_collaboration":"Yes","field_eco_collaboration_ev":"Innovative procurement is done on average in every 10 EU-procurement procedures. Recent examples are what we procured for our digital twin. evidence available on request, these are internal documents","field_co_codesign":"Yes","field_co_codesign_ev":"This can be divided in 1. commissioned service design (privately owned studios), 2. internally commissioned research e.g. by the UX lab, and 3. initiatives by individual project managers in cooperation with service design experts.\u003Cbr \/\u003E\r\n1. in 2022 approximately 280.000 euro has been spent by Rotterdam on service design assignments. The number might be much higher due to the fact that not all procurement\u0026#039;s contain the words \u0026quot;design\u0026quot; or \u0026quot;servicedesign\u0026quot;.\u003Cbr \/\u003E\r\n2. approximately 25 assignments per year, for instance www.rotterdam.nl website testing with citizens, chat010 chatwidget co-creation and testing process\u003Cbr \/\u003E\r\n3. An example https:\/\/www.linkedin.com\/posts\/bjorndirkse_videocalls-design-contextmapping-activity-7027197720100491264-eSZX?utm_source=share\u0026amp;utm_medium=member_desktop\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nBefore the launch of the new website, more than 10.000 citizens participated in tests of the beta version, resulting in valuable feedback. It seems that Rotterdam is the first in the Netherlands to have chosen this co-creation strategy for the main website. Press coverage: https:\/\/openrotterdam.nl\/nieuwe-website-gemeente-rotterdam-voor-en-door-rotterdammers\/\u003Cbr \/\u003E\r\n","field_co_userresearch":"Yes","field_co_userresearch_ev":"Of course our public services use the reviews and responses of the public to make iterations and changes to existing services. One of the ways this is done is by the UX lab. The UX lab tested about 15 applications in 2022, among them some internal, but also multiple external applications such as the website. At least 7 citizens are involved per assignment. documentation available. The UX lab\u0026#039;s turnaround in 2022 was around 156k, in 2023 we expect to double this. The UX lab provides testing, co-creation and other forms of design related activities both before as after launch of a ","field_co_codesign_dis":"Yes","field_co_codesign_dis_ev":"Disadvantaged citizens are taken into account when developing public services in which it is required to do so. We work with for instance https:\/\/www.lezenenschrijven.nl\/ and https:\/\/www.meerotterdamrijnmond.nl\/. We have articles and pictures of such processes available on request. In 2022 700 municipal employees have been trained in using simple language to provide better service and communication for citizens with limited language skills. evidence available on request.","field_co_webanalitycs":"Yes","field_co_webanalitycs_ev":"We use dashboards (Cognos) to show the number of calls, the topics, the service level norms, etc We use siteimprove to monitor errors, dead links, behavioural mapping etc. super cool stuff. screenshots available on demand. ","field_co_plan_regrelease":"Yes","field_sup_loc_auth":"Yes","field_sup_loc_auth_ev":"https:\/\/dloket.rotterdam.nl\/loket\/burger\/digid-akkoord?dest=%2Fburger%2Fstartform%3Fid%3DDV_VHZ\u0026amp;auth=DIG1\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nAfter logging in you can access all relevant sources. \u003Cbr \/\u003E\r\nAnother platform is: https:\/\/www.rotterdam.nl\/\u003Cbr \/\u003E\r\ndue to national policy (Plasterk 2017) it is mandatory for local authorities to provide public service digitally\/online where possible. A \u0026quot;maturity\u0026quot; scan on Rotterdam products (406 in total) shows that only 25 of those are physical service only. 75 products are (also) digitally available on level 1, which means \u0026quot;application by email or PDF form\u0026quot; and the others (306) are fully digital if desired by the citizen. This leads to a percentage of almost 94% is available digitally, 75.4% is available fully digital. Evidence available on request from internal dashboard.","field_sup_auth_app":"","field_sup_auth_app_ev":"We have various dedicated apps (Rotterdampas, Digitale Balie, MeldR, etc). Most recent apps are not built as native apps but more modern PWA or webapps. This does not require downloads, but behaves like a native (downloadable) app. PWA or hybrid app have advantages such as more possibilities for swift iteration. The use of these apps vary because current state of affairs is that we have dedicated apps, not 1 fits all app.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nThere is not one single app used by 20% of the population. The reason for this is in the initial answer: The city of Rotterdam has a different, more agile and contemporary strategy on app-provision. \u201cNative apps\u201d will rarely be added to app stores, because of the benefits of responsive website-apps as explained. Because we have different apps for different targetgroups or goals, they are never used or downloaded by 20%+ of the population. So basically you could say the answer should be changed to \u201cNO\u201d although in our opinion this wouldn\u2019t reflect the service provision through apps by Rotterdam. I can not support this with data before the deadline, but it is likely that 20%+ of the population has ever used ANY app by the municipality, depending on what definition is used for the word \u201capp\u201d. Therefor we recommend this dashboard item to be reviewed maybe. (but we can live with scoring a \u201cno\u201d as well ;-) ","field_sup_auth_proactive":"","field_sup_auth_proactive_ev":"","field_sup_auth_sdg":"Yes","field_sup_auth_sdg_ev":"We are compliant to phase 1, phase 2 is work in progress. https:\/\/www.waarstaatjegemeente.nl\/Dashboard\/dashboard\/landelijke-voorzieningen \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nThis dutch national website website works like an app, the url stays unchanged for any selection. If \u201cRotterdam\u201d is selected on the site, it provides a dashboard of where every municipality in the Netherlands stands on different legislation and compliance, among them are the SDG guidelines (bottom right). The dashboard is curated by the VNG, the Dutch organization for municipalities, and provides audited data. Screenshot sent to UCC for evidence","field_sup_auth_checkproc":"Yes","field_usa_web_look":"Yes","field_usa_web_look_ev":"For all digital content and applications the use of Rotterdam Digital Design System is mandatory for all creators, both internal and external. https:\/\/www.rotterdam.nl\/huisstijl provides all guidelines for look and feel (online and offline as well as AV for instance) with more specific on UX: https:\/\/www.figma.com\/file\/ZWSC4gCrOXRUR9UX3aoZ8x\/Gemeente-Rotterdam-Design-System?node-id=413%3A13001","field_usa_web_audiovideo":"Yes","field_usa_web_audiovideo_ev":"Digital Counter (Digitale Balie) is the standard for public service through video interaction: https:\/\/www.rotterdam.nl\/videobellen\u003Cbr \/\u003E\r\nVideo calls, access to relevant digital processes including the right authentication methods etc. The Digital Counter is the most advanced videoplatform for local governements available, and invented and developed by the municipality. The SUS score rates about 78, NPS 35 avarage. \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\n1 central phone number\/point of entry: 14010 https:\/\/www.rotterdam.nl\/bellen","field_usa_web_wcag":"Yes","field_usa_web_wcag_ev":"Most web services are, evidence: https:\/\/www.rotterdam.nl\/toegankelijkheidsverklaringen. some (mostly newer or innovative) applications are under continuous testing and auditing to require the necessary certification. \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\n","field_usa_auth_assessment":"Yes","field_usa_auth_assessment_ev":"SUS is standard methodology in almost all UX research processes. The Digital Counter  measures SUS for most of the videocalls by automatically sending survey links to the citizens who used the service. Evidence available on request through our dashboards serviced by Expoints.","field_sec_eid":"Yes","field_sec_control_data":"Yes","field_sec_control_data_ev":"See https:\/\/www.rotterdam.nl\/uw-gegevens\u003Cbr \/\u003E\r\n","field_sec_procedure":"Yes","field_sec_procedure_ev":"We have a CISO, who is in charge of making sure our security is both as locked as possible, as well as usuable as possible at the same time (balancing act). We take a lot and serious care of our security (not just technical, social as well). In the Demand Supply procedures Security is by default one of the checks before development or procurement starts. Development is security and privacy by design. The development department has standards for security checks, penetration tetst and procurement of external expertise through onboarding bootcamps etc. lots of documentation available on demand, internal documentation. ","field_citi_change_dec":"Yes","field_citi_change_dec_ev":"Online you can leave feedback: https:\/\/www.rotterdam.nl\/klacht-indienen, or one can call us (14010) anytime and you can use an app to complaint about public spaces https:\/\/www.rotterdam.nl\/meldr. Text mining technology scans all qualitative feedback on the complaint-channels, which is reported through the appropriate channels. The website mentions many ways to complain or give feedback https:\/\/www.rotterdam.nl\/zoeken?zoekopdracht=klachten and theres a feedback button for website feedback and on all applications. A complaint will be coordinated by a central complaints-coordinator (1FTE), and can be referred to  a departmental coordinator, available in every department. ","field_citi_feedback":"Yes","field_citi_feedback_ev":"Among other means, the most evident example is the feedback button on websites and applications. for instance see www.rotterdam.nl (allow cookies)","field_ado_transact":"Yes","field_ado_transact_ev":"Considering only services available online, then transactions of those carried out online as well will be close to 100%. For evidence also see reported number of digital services. more evidence (from internal dashboards) available on request","field_ado_publicdata":"Yes","field_ado_publicdata_ev":"We use dashboards (Cognos) to show the number of online services etc. This is an internal dashboard. We also have the open data platform mentioned earlier: https:\/\/rotterdam.dataplatform.nl\/#\/data","field_redu_timesaved":"","field_redu_timesaved_ev":"","field_redu_financesaved":"","field_redu_financesaved_ev":"","field_sati_servprovision":"Yes","field_sati_servprovision_ev":"Nps is used on many channels, but not all digital services. The burden for citizens needs to be minimal, so we selectively measure. There is a lot of data on NPS measurements on for instance phone, Digital Counter, Website and other services available on requests. This is available from within our network. Evidence available on request ","field_sati_share2y":"Yes","field_sati_share2y_ev":"In 2022 we measured the satisfaction through NPS on different channels. Reporting over 2022 is still in progress and has not been published, but the number is 84,6%, measured on channels phone and counter\/physical visits. Chat and video calls are excluded. From 2023 we will measure the percentage of not-satisfied citizens, as a governement target. This means the definitions might be deviating in the future. Evidence (data) is available on request, from internal dashboards and datasets. ","field_env_co2":"No","field_env_co2_ev":""},{"title":"Murcia ","field_00_total_number_emp":"3087","field_00__total_population":"460349","field_00_total_budget":"426914296","field_sk_how_many_ict_specialist":"40","field_sk_ict_subcontractors":"30","field_sk_locauth_pos_serv_des":"No","field_sk_locauth_pos_serv_des_ev":"ITC specialist directly working on interfaces the public uses (citizens), and with responsibilities of user experience and user interface, testing with a user control group before launching or updating interfaces, etc. 3 internal ICT specialists.\u003Cbr \/\u003E\r\nE.g. citizen APP TuMurcia, Citizen Participation Platform, Participatory Budget Platform, etc.\u003Cbr \/\u003E\r\n","field_sk_locauth_training_cs":"No","field_sk_locauth_training_cs_ev":"","field_sk_locauth_train_dscs":"Yes","field_sk_locauth_train_dscs_ev":"The municipality provides courses for all employees, depending on their department and the tools they use, this training is varied and provides economical compensation. E.g. the use of specific computer programmes and tools. This also includes the ICT department of 40, all of which have done trainings in the last three years.","field_sk_locauth_training_cit":"Yes","field_sk_locauth_training_cit_ev":"Yes, there has been training in the use of computers and smartphones to decrease the digital divide, provided to approximately 240 individuals. Training took place at municipal libraries and physical attendance was required. Due to COVID-19 this process has been halted and currently the municipality is reviewing when to continue this activity. A online version has been discarded as it focusses on the most basic use of computers and smartphones.","field_st_localauth_digitstra":"Yes","field_st_localauth_digitstra_ev":"Murcia Smart City Strategic Plan (Smart Murcia) from 2015 to \u0026quot;implement an integrating management model that optimizes municipal services and resources in a \u0026#039;Smart\u0026#039; model, so citizens perceive an open, interconnected, close and agile City Council, oriented to their day-to-day needs. This plan was revised and updated in 2019, and due to COVID-19 will soon be revised to accommodate all the changes suffered in consequence (E.g. effects of teleworking and teleassistance, etc.). Process coordinated by the Smart Murcia Office and of the Single Monitoring Center (CEUS).\u003Cbr \/\u003E\r\nIn 2022 The City Council decided to forgo a single global Strategic Plan for Digital Transformation, and implement Digital Transformation Strategies by areas, to this end, \u201cDigital Transformation in Traffic and Transport\u201d, Digital transformation we have component 11 of the PRTR with renewal of the communications systems, cybersecurity, eAdmin and two synchronized CPDs. And Digital transformation of Tourism (Component 14 with at least 18 planned projects e.g. digitization of mobile payment systems, citizen card and trade platform).\u003Cbr \/\u003E\r\nTo undertake all these changes, it has been necessary to restructure the Municipal ICT Service, creating a new structure, defining new function sheets and incorporating more personnel to be able to assume the current and expected workload.\u003Cbr \/\u003E\r\n","field_st_localauth_cdo":"Yes","field_st_localauth_cdo_ev":"Mr. Javier P\u00e1rraga Gonz\u00e1lez, Director of Digital Transformation, Murcia Municipality.","field_st_localauth_serv_stand":"No","field_st_localauth_serv_stand_ev":"","field_st_localauth_serv_guid":"Yes","field_st_localauth_serv_guid_ev":"Yes, apart from the Murcia Smart City Platform API, Murcia uses Web Content Accessibility Guidelines (WCAG), guidelines that provide comprehensive technical guidance on how to create accessible web content, including the principles of simple language, which helps people with disabilities access digital content.\u003Cbr \/\u003E\r\nThe ISO\/IEC 24752, which is a standard that provides guidelines for the design and development of accessible user interfaces for ICT products and services. It covers a wide range of issues, including visual and auditory interfaces, input and output devices, and user assistance.\u003Cbr \/\u003E\r\nAnd is in process of concurrently and simultaneously adhering to the European Accessibility Act, regulation that was adopted by the EU in 2019 and is set to come into force in 2025, two years from now, which aims to harmonize accessibility requirements for a wide range of products and services, including ICT. It sets out specific accessibility requirements, such as providing information in accessible formats and ensuring compatibility with assistive technologies.\u003Cbr \/\u003E\r\n","field_st_locaut_serv_guid_mon":"Yes","field_st_locaut_serv_guid_mon_ev":"The municipality has identified KPIs that are used to measure the performance of online services against the service standards and design guidelines. These KPIs include metrics such as response time, availability, user satisfaction, and accessibility. As well as an internal system for monitoring the performance of online services against the service standards and design guidelines which is based on web analytics and user feedback surveys i.a. and enforcing the guidelines is done by conducting regular audits and inspections of online services, both internal and external.","field_st_strat_mention_design":"Yes","field_st_strat_mention_design_ev":"Murcia Smart City Project: \u201cMiMurcia: Your Smart, Accessible, Open and Innovative Municipality\u201d\u003Cbr \/\u003E\r\nhttps:\/\/www.esmartcity.es\/comunicaciones\/ficha-proyecto-mimurcia-tu-ayuntamiento-inteligente-cercano-abierto-innovador-red\u003Cbr \/\u003E\r\nhttps:\/\/contrataciondelestado.es\/wps\/wcm\/connect\/62f16ced-331c-46a8-b7b9-f3f936fe8b69\/DOC20180807140940PPT_MiMurcia+034-18-SP.pdf?MOD=AJPERES\u003Cbr \/\u003E\r\nhttps:\/\/red.es\/es\/iniciativas\/proyectos\/plan-nacional-de-ciudades-inteligentes\/2%C2%AA-convocatoria\/murcia","field_eco_api":"Yes","field_eco_api_ev":"For research projects, we share the NGSI API of the Smart City Platform. (E.g. with Murcia University)","field_eco_eid":"Yes","field_eco_eid_ev":"The Smart City platform is based on the Context Broker component which is a CEF element.","field_eco_collaboration":"Yes","field_eco_collaboration_ev":"Yes, the creation of two Hubs for Startups and SMEs, the Hub for Circular Economy and the Hub for Open Innovation. As well as the MURCIA i-City Summit 2023, which includes a pitching competition for Startups and a Hackathon.","field_co_codesign":"Yes","field_co_codesign_ev":"Both in the MiMurcia project and in other ALEM (municipal energy agency) projects, co-creation sessions have been held, as well as participatory round-tables to involve different groups and collectives in the different proposals. E.g. the city App TuMurcia.\u003Cbr \/\u003E\r\nThe same goes for new tools and apps that are being developed or have been developed recently, for example the e-government tools that allow citizens to carry out their procedures without the need to physically travel to a government office or agency, saving time and simplifying the process, which in Murcia\u2019s case includes our citizen folder, which is a tool that allows citizens to access their personal data and documents, as well as carry out electronic procedures and management tasks with the Public Administration. A virtual space in which citizens can store and consult information related to their municipal dealings, and also receive electronic notifications and communications. \u003Cbr \/\u003E\r\nThe citizen folder was co-designed involving and engaging citizens in the design and delivery of this public service, as the end-user they suppose. This has enables the municipality to provide a more citizen-centered, effective, and efficient service, that responds to the evolving needs and expectations of citizens. Using focus groups and test-cases that provided feedback on the proposed service, and the co-creating improvements to the proposed solutions.\u003Cbr \/\u003E\r\nThe most recent significant example of the use of our electronic administration by the citizen was in the last Public Employment Offer of November 2022, open for 20 days, in which more than 70,000 applications were submitted, of which more than 80% were made online.\u003Cbr \/\u003E\r\nIn addition, the citizen will have their own profile, defined on the Smart Murcia platform, within the MiMurcia project, which allows them to define by what means they want the Local Administration to contact them and what topics are of interest to notify them of news and updates.\u003Cbr \/\u003E\r\n","field_co_userresearch":"No","field_co_userresearch_ev":"","field_co_codesign_dis":"No","field_co_codesign_dis_ev":"","field_co_webanalitycs":"No","field_co_webanalitycs_ev":"","field_co_plan_regrelease":"No","field_sup_loc_auth":"Yes","field_sup_loc_auth_ev":"The current amount of municipal procedures that can be done completely online is 83%.\u003Cbr \/\u003E\r\nThis includes the e-governance platform for municipal procedures that include items like registering a pet to apply for economic help or benefits, from authorisation for reforms (construction) to paying fees taxes.\u003Cbr \/\u003E\r\nhttps:\/\/sede.murcia.es\/procedimientos\u003Cbr \/\u003E\r\nIt also includes, the Citizen Participation Portal\u003Cbr \/\u003E\r\nhttps:\/\/www.murcia.es\/web\/portal\/participacion-ciudadana-2017\u003Cbr \/\u003E\r\nAnd the Transparency Portal\u003Cbr \/\u003E\r\nhttps:\/\/www.murcia.es\/web\/portal\/transparencia-municipal\u003Cbr \/\u003E\r\n","field_sup_auth_app":"Yes","field_sup_auth_app_ev":"http:\/\/www.murcia.es\/web\/portal\/apps-municipales\u003Cbr \/\u003E\r\nTuMurcia (City App)\u003Cbr \/\u003E\r\n010 accesible (Attention to citizens App)\u003Cbr \/\u003E\r\nMurcia Emplea (Employment App)\u003Cbr \/\u003E\r\nTurismo de Murcia (Tourism App)\u003Cbr \/\u003E\r\nMuralla de Murcia (Heritage App)\u003Cbr \/\u003E\r\nMurcia Medieval Quiz Game\u003Cbr \/\u003E\r\nIN SITU (App for repairs, maintenance, replacements and conservation sidewalks, driveways and pedestrian \u00e1reas in the city of Murcia)\u003Cbr \/\u003E\r\nAlumbrado P\u00fablico de Murcia (App for Public Lighting)\u003Cbr \/\u003E\r\nPROMURCIA (Tender and Offers Portal for public procurement)\u003Cbr \/\u003E\r\n","field_sup_auth_proactive":"No","field_sup_auth_proactive_ev":"","field_sup_auth_sdg":"No","field_sup_auth_sdg_ev":"","field_sup_auth_checkproc":"No","field_usa_web_look":"Yes","field_usa_web_look_ev":"Yes, use of colour palette, consistent text size and fonts used, etc. most municipal services are located on the main page www.murcia.es\u003Cbr \/\u003E\r\nThe pages that deviate are those managed externally and with a specific purpose.","field_usa_web_audiovideo":"Yes","field_usa_web_audiovideo_ev":"Murcia has a single citizen attention phone number, 010.\u003Cbr \/\u003E\r\nAlso, Murcia has implemented an APP also called 010 aimed at deaf or hearing impaired people who use sign language in their relations with public administrations as well as for carrying out municipal procedures. A new service that is provided both online and offline.\u003Cbr \/\u003E\r\n","field_usa_web_wcag":"Yes","field_usa_web_wcag_ev":"Yes, for example, the entire municipal website complies with the accessibility guidelines, as do all the portals related to and created by\/for  MiMurcia, the Smart City project.","field_usa_auth_assessment":"No","field_usa_auth_assessment_ev":"","field_sec_eid":"Yes","field_sec_control_data":"Yes","field_sec_control_data_ev":"No specific municipal guidelines, but scrupulous compliance with European and National regulation, citizens may access the transparency portal as well as the privacy statements that inform them of all mandatory details. E.g. the municipal census, people may inscibe themselves and automatically get deregistered if they inscibe themselves in another Spanish Municipality.","field_sec_procedure":"Yes","field_sec_procedure_ev":"We have completed this first quarter of 2023 a security audit for compliance with the National Security Scheme of Royal Decree 311\/2022, of May 3 (https:\/\/administracionelectronica.gob.es\/pae_Home\/pae_Estrategias\/pae_Seguridad_Inicio\/pae_Esquema_Nacional_de_Seguridad.html )\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nYes, we have an approved Security Policy document from the Murcia City Council of 4\/20\/2021 (https:\/\/sede.murcia.es\/politicaseguridad) and a Technical Security Committee where all the documentation of the norms and standard internal procedures for the entire City Council is prepared.\u003Cbr \/\u003E\r\nIn 2021 we have created a cybersecurity area, dependent on the new Digital Transformation Office, which is implementing the ENS (What is the ENS (cni.es)), the EDR, 2FA, SIEM, new communications systems, new FW, etc. and planned a Security Operations Center (SOC).\u003Cbr \/\u003E\r\n","field_citi_change_dec":"Yes","field_citi_change_dec_ev":"Municipal Register (accessible on and offline)\u003Cbr \/\u003E\r\nApp TuMurcia (connected to CRM - Citizen Relationship Management)\u003Cbr \/\u003E\r\nCitizen Participation Platform (includes municipal ordinances drafts and city strategies)\u003Cbr \/\u003E\r\n(all previously mentioned)\u003Cbr \/\u003E\r\n","field_citi_feedback":"Yes","field_citi_feedback_ev":"Municipal Register (accessible on and offline)\u003Cbr \/\u003E\r\nApp TuMurcia (connected to CRM - Citizen Relationship Management)\u003Cbr \/\u003E\r\nCitizen Participation Platform (includes municipal ordinances drafts and city strategies)\u003Cbr \/\u003E\r\n(all previously mentioned)\u003Cbr \/\u003E\r\n","field_ado_transact":"Yes","field_ado_transact_ev":"Considering only services that are available online, referencing individual actions\/procedures the majority (over 50%) of the volume is carried out online. Awaiting precific data to provide.","field_ado_publicdata":"No","field_ado_publicdata_ev":"","field_redu_timesaved":"No","field_redu_timesaved_ev":"","field_redu_financesaved":"No","field_redu_financesaved_ev":"","field_sati_servprovision":"No","field_sati_servprovision_ev":"","field_sati_share2y":"","field_sati_share2y_ev":"","field_env_co2":"No","field_env_co2_ev":""},{"title":"Milan ","field_00_total_number_emp":"14 328","field_00__total_population":"1 396 673","field_00_total_budget":"10 266 500 000","field_sk_how_many_ict_specialist":"197","field_sk_ict_subcontractors":"1100","field_sk_locauth_pos_serv_des":"Yes","field_sk_locauth_pos_serv_des_ev":"There is a specialized division on \u0026quot;Citizens Experience\u0026quot;, with some specific units\/offices in charge of user research and service design. The Division as a whole is composed by 58 people. Among them, 13 positions can be strictly identified as user research\/user experience experts or service designers.","field_sk_locauth_training_cs":"Yes","field_sk_locauth_training_cs_ev":"Some specific training on service design and user research has been delivered in the form of:\u003Cbr \/\u003E\r\n-\tModules in Masters on Digital transformation (5 masters for 6 participants)\u003Cbr \/\u003E\r\n-\tShort training on specific topics (762 training man hours) \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\n","field_sk_locauth_train_dscs":"Yes","field_sk_locauth_train_dscs_ev":"In the period 2019-2021, 36 courses in the field of ICT were organized by the Training Unit of the Municipality. Employees involved: 9\u2019843.\u003Cbr \/\u003E\r\nAll employees of the Municipality have to be mandatory on ICT security and GDPR related issues.\u003Cbr \/\u003E\r\nIn 2022, 25 courses were delivered and number of participants amounts to 5\u2019384\u003Cbr \/\u003E\r\n","field_sk_locauth_training_cit":"Yes","field_sk_locauth_training_cit_ev":"There are many initiatives aimed at providing training on ICT to citizens. Just to recall most recents one:\u003Cbr \/\u003E\r\n-\tDigital education for citizens: in each neighborhood there is the possibility to attend courses in person from basics to advanced levels.\u003Cbr \/\u003E\r\n-\tABC\u2026SPID: in each borough, a coaching for disadvantaged people who still do not have an eID for accessing online services.\u003Cbr \/\u003E\r\n-\tMilano Digital Week, the annual initiative aimed at training, informing, discussing and experimenting in the field of digital transformation (ed. 2019 \u2013 85\u2019000 participants, 500 events (workshops, seminars, shows, training courses\u2026.); ed. 2020 \u2013 120\u201900 participants, 550+events, 300 partners; ed. 2021,  50 events, 40 webinars,27 testimonials, 312\u2019000 views, 11\u2019000 single users; ed. 2022 350 events, 30\u2019000 new users, 20\u2019000 single clicks).\u003Cbr \/\u003E\r\n-\t\u201cFormazione in comune\u201d curricula on digital divide (vocational training and life long learning): 2022 \u2013 1\u2019000 students involved in exchanges school-work\u003Cbr \/\u003E\r\n-\tCyber Secure city, aimed at spread awareness among citizens, companies and institutions about Cyber Security.\u003Cbr \/\u003E\r\n-\t\u2026\u003Cbr \/\u003E\r\n","field_st_localauth_digitstra":"Yes","field_st_localauth_digitstra_ev":"In March 2021 the \u0026quot;Plan for digital transformation\u201d was issued. Hereafter a PPT presentation: https:\/\/www.comune.milano.it\/documents\/20126\/128206432\/Piano+di+trasformazione+digitale.pdf\/dd03211d-1a95-b528-778b-5a84dc3519f4?t=1595496672278.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nIn 2022 state-of-the art and fine-tunings were issued by the newly constituted \u201cBoard for digital innovation\u201d: https:\/\/www.comune.milano.it\/documents\/20126\/370181472\/14062216+ITED.pptx\/dd578124-96cb-f5ec-a212-120a1856eb74?t=1655372083257\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\n","field_st_localauth_cdo":"Yes","field_st_localauth_cdo_ev":"Within the local authority the Chief of ITED - Innovazione Tecnologica e Digitale (Techology and Digital Innovation) plays the role of Chief Digital Officer. The Board for Digital innovation was settled in 2022 with the aim of leading digital transformation. (https:\/\/www.comune.milano.it\/-\/innovazione-tecnologica-e-trasformazione-digitale.-costituito-il-board-del-comune-oggi-la-prima-riunione-alla-presenza-del-sindaco-sala)","field_st_localauth_serv_stand":"Yes","field_st_localauth_serv_stand_ev":"For some services, specific \u201cService Charts\u201d are issued and they contain quality standard. More info: https:\/\/www.comune.milano.it\/comune\/amministrazione-trasparente\/servizi-erogati\/carta-dei-servizi-e-standard-di-qualita","field_st_localauth_serv_guid":"Yes","field_st_localauth_serv_guid_ev":"Standards for UX service design are settled by the Enterprise Architecture Unit and by the Communication Unit (e.g.: EA-LING-Progettazione-UX-UI_v1.1.pdf ) They are coherent with and refer to national standards settled by the National Agency for Digitalization (https:\/\/www.agid.gov.it\/it\/linee-guida) and National Minister for Public Administration (https:\/\/www.funzionepubblica.gov.it\/articolo\/dipartimento\/08-05-2002\/direttiva-semplificazione-linguaggio)\u003Cbr \/\u003E\r\n","field_st_locaut_serv_guid_mon":"Yes","field_st_locaut_serv_guid_mon_ev":"The procedure in use (for new service implementation or revision of existing ones) foresees different checks and controls to verify that standards are effectively fulfilled. (\u201cProcesso: Supporto e validazione nuovi progetti\u201d). The procedure was formally adopted by the Municipality on 22.5.2020 through a Giunta decision.","field_st_strat_mention_design":"Yes","field_st_strat_mention_design_ev":"Specific references are in the Digital Transformation Plan (https:\/\/www.comune.milano.it\/documents\/20126\/128206432\/Piano+di+trasformazione+digitale.pdf\/dd03211d-1a95-b528-778b-5a84dc3519f4?t=1595496672278 )\u003Cbr \/\u003E\r\n","field_eco_api":"Yes","field_eco_api_ev":"A specific section of Milan website is dedicated to APIs. An average of about 3\u2019000 requests are accomplished monthly. (https:\/\/apisp.comune.milano.it\/devportal\/)\u003Cbr \/\u003E\r\n","field_eco_eid":"Yes","field_eco_eid_ev":"Presently the following service modules are integrated in Milan on-line services:\u003Cbr \/\u003E\r\n- Public Digital Identity System (SPID), the access key to digital services of local and central administrations - https:\/\/www.spid.gov.it\/ \u003Cbr \/\u003E\r\n- PagoPA is the national platform that allows you to choose, according to your habits and preferences, how to pay taxes, duties or fees to the public administration and other participating entities that provide services to citizens - https:\/\/www.pagopa.gov.it\/ \u003Cbr \/\u003E\r\n- AppIO - the app allows citizens to easiyly interact with different local or national public administrations, collecting all their services, communications, payments and documents in a single app - https:\/\/io.italia.it\/","field_eco_collaboration":"No","field_eco_collaboration_ev":"","field_co_codesign":"Yes","field_co_codesign_ev":"A specific internal procedure is settled in order to promote UX Design practices in developing digital services (EA-LING-Progettazione-UX-UI_v1.1.pdf ). At the moment service co-design sessions are used when a local service is reengineered in order to digitalize it (or part of it). Service co-design sessions are still not regularly run for any local service.\u003Cbr \/\u003E\r\nA new release of the internal procedure is expected in 2023.\u003Cbr \/\u003E\r\n","field_co_userresearch":"Yes","field_co_userresearch_ev":"An articulated CRM service is in charge of monitoring impact on citizens\/users satisfaction, pain points and problems through surveys, social media analysis and tickets opened by contact points (e.g. phone number 020202).","field_co_codesign_dis":"Yes","field_co_codesign_dis_ev":"Within the We-Mi service (Social affairs department), specific research sessions are organized to co-design ICT services with disadvantaged communities (CSOs, minorities, elderly, homeless, disabled people, vulnerable families) https:\/\/wemi.comune.milano.it\/","field_co_webanalitycs":"Yes","field_co_webanalitycs_ev":"Reports on web analytics are regularly issued in order to monitor digital services and support their improvement (e.g. \u201cReport on Milan website 2022)","field_co_plan_regrelease":"Yes","field_sup_loc_auth":"Yes","field_sup_loc_auth_ev":"Approx. 70% of main administrative services are presently provided fully on-line. A list of services (main and secondary) can be consulted on https:\/\/www.comune.milano.it\/servizi. Considering that list, digital services are 171 out of 532. Besides these services, other websites connected to Milan Municipality are available with specific digital services (https:\/\/www.comune.milano.it\/elenco-siti-tematici)","field_sup_auth_app":"Yes","field_sup_auth_app_ev":"The \u201cFascicolo del cittadinio (Citizen folder) is the app through which most services are delivered.\u003Cbr \/\u003E\r\nAt 31.12.2022 the Google Play Store and Apple Store recorded 479\u2019922 downloads from the firs issue of the app. Compared to the total number of residents, it scores a 34% rate.\u003Cbr \/\u003E\r\n","field_sup_auth_proactive":"No","field_sup_auth_proactive_ev":"","field_sup_auth_sdg":"","field_sup_auth_sdg_ev":"In the Italian context, at the moment the main action asked to Municipalities in order to fulfil the Single Digital Gateway requirements consists in allowing authentication to services via eIDAS. The Public Digital Identity System (SPID) fulfils requirements for eIDAS and it is fully operable for any service in the City of Milan. Other initiatives are on the way, but they are managed by National Minister of Internal Affairs and Agid \u2013 Italian Agency For Digital Innovation (e.g. Data Catalog).","field_sup_auth_checkproc":"No","field_usa_web_look":"Yes","field_usa_web_look_ev":"There are specific standards settled: https:\/\/brandingstyleguides.com\/guide\/comune-di-milano \u003Cbr \/\u003E\r\n","field_usa_web_audiovideo":"Yes","field_usa_web_audiovideo_ev":"A single contact number for the city of Milan (020202) is active. It is possible to book appointments for all services. For some services there is the possibility to meet on-line through Microsoft Office Teams (e.g. Urban planning, Taxes, Youth Desk, \u2026)","field_usa_web_wcag":"Yes","field_usa_web_wcag_ev":"The official website of the Municipality has been designed according to WCAG 2.0 guidelines foreseen by the WAI standard (W3C), coherently with accessibility requirements WCAG 2.0 - level AA.\u003Cbr \/\u003E\r\nA specific tool is used for monitoring websites accessibility and detect problems, optimize  content and create an inclusive website experience.\u003Cbr \/\u003E\r\n","field_usa_auth_assessment":"No","field_usa_auth_assessment_ev":"","field_sec_eid":"Yes","field_sec_control_data":"No","field_sec_control_data_ev":"","field_sec_procedure":"Yes","field_sec_procedure_ev":"A specific Cyber Security Unit is settled in the ICT and Digital Agenda Direction. The Unit is in charge of developing and deploying procedures and standards for reducing risks.\u003Cbr \/\u003E\r\n","field_citi_change_dec":"Yes","field_citi_change_dec_ev":"Hereafter some examples: \u003Cbr \/\u003E\r\n- Civic access for getting information and posting any complaint regarding presumed misbehaviors in administration( https:\/\/www.comune.milano.it\/comune\/amministrazione-trasparente\/altri-contenuti\/accesso-civico)\u003Cbr \/\u003E\r\n- Milano Partecipa for collecting opinions from citizens and business on new legislation, new policies and services (https:\/\/partecipazione.comune.milano.it\/). Some specific participatory mechanisms concern Urban planning or Building rules (Piano di Governo del Territorio and Regolamento edilizio). These processes are put in place for brief periods defined by the approval period of the norms.\u003Cbr \/\u003E\r\n","field_citi_feedback":"Yes","field_citi_feedback_ev":"Hereafter some examples of channels used for collecting feedbacks from citizens: \u003Cbr \/\u003E\r\n-\tContact Center 020202\u003Cbr \/\u003E\r\n-\tEmails to offices\u003Cbr \/\u003E\r\n-\tThe Whatsapp virtual assistant (https:\/\/www.comune.milano.it\/-\/innovazione.-il-comune-di-milano-lancia-l-assistente-virtuale-020202-su-whatsapp)\u003Cbr \/\u003E\r\n-\tSocial media (Facebook, \u2026)\u003Cbr \/\u003E\r\n+1.000.000 tickets per year opened through the different channels.\u003Cbr \/\u003E\r\n","field_ado_transact":"Yes","field_ado_transact_ev":"Data and percentages differ for single service. See statistics here: https:\/\/dati.comune.milano.it\/rendiconto\/trasformazione_digitale.html ","field_ado_publicdata":"Yes","field_ado_publicdata_ev":"There is an open data section on Milan website with specific publication of data referred to digitalization: https:\/\/dati.comune.milano.it\/rendiconto\/trasformazione_digitale.html","field_redu_timesaved":"Yes","field_redu_timesaved_ev":"Please see evidence in the following publication: https:\/\/www.comune.milano.it\/documents\/20126\/272176777\/Scheda+Digitale+Milano_005.pdf\/c8918673-d8af-dfaf-d9f1-a13ffeec012d?t=1630594108656","field_redu_financesaved":"Yes","field_redu_financesaved_ev":"Please see evidence in the following publication: https:\/\/www.comune.milano.it\/documents\/20126\/103249454\/16122014%2B16+Aggiornamenti+servizio+CRM+e+020202.pdf\/bd318030-20de-b696-8027-f44104db5274?t=1609248354303","field_sati_servprovision":"Yes","field_sati_servprovision_ev":"Permanent surveys are carried out on online bookings and online residence requests. Specific surveys are made on some services. CSAT Score indicators are used.","field_sati_share2y":"Yes","field_sati_share2y_ev":"In 2022 6 on-line services were surveyed monthly. 4 out of 6 show a satisfaction rate above 80%, 1 is about 79% and the last (\u201cCertificates of marital status\u201d) has a lower rate (64%). \u201cCertificates of marital status\u201d and \u201cCertificates from registry office\u201d have been moved to a national system (https:\/\/www.anagrafenazionale.interno.it\/) since 1. January 2023. Quality reports are available here: https:\/\/www.comune.milano.it\/comune\/amministrazione-trasparente\/servizi-erogati\/servizi-in-rete","field_env_co2":"Yes","field_env_co2_ev":"In terms of sustainability, there are three indicators set for municipalities: time savings, efficient allocation of resources, paper consumption, while for citizens they translate into time savings, cost savings and reduced CO2 emissions. The application of the model specifically built by the municipality has already produced the first results: the registry certificates available online have allowed the citizens of Milan to save, in one year, one hour of travel to the registry office, which translated into 49 tons of Co2 not emitted and therefore 3266 trees saved. The Municipality has developed a specific tool to visualize and communicate to citizens the CO2 savings. See the following publication for details on the figures https:\/\/www.comune.milano.it\/-\/milano-digital-week.-il-comune-di-milano-presenta-il-modello-per-l-analisi-dei-benefici-del-digitale"},{"title":"Helsinki","field_00_total_number_emp":"37500","field_00__total_population":"665000","field_00_total_budget":"3 600 000 000","field_sk_how_many_ict_specialist":"300","field_sk_ict_subcontractors":"800","field_sk_locauth_pos_serv_des":"Yes","field_sk_locauth_pos_serv_des_ev":"The city has currently 24 internal service designer positions across the organization.","field_sk_locauth_training_cs":"Yes","field_sk_locauth_training_cs_ev":"\u0026#039;Experiment Accelerator\u0026#039; -programme, where any employee of the city may suggest an experiment and get 10 000 \u20ac budget, training and a consultant partner to execute the idea. Fourth time organizing the programme, year 2022 theme is \u0026#039;user experience and fluency of work\u0026#039;. 10 ideas will be funded, and the teams will include 30-50 employees. https:\/\/kokeilukiihdyttamo.hel.fi\/processes\/asiakaskokemus-ja-tyon-sujuvuus-2022\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nDigital training path for user experience \u0026#039;playbook\u0026#039;: https:\/\/pelikirja.hel.fi\/ (only in finnish)\u003Cbr \/\u003E\r\nNo data available of the playbook usage.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nNo data available of other trainings.","field_sk_locauth_train_dscs":"Yes","field_sk_locauth_train_dscs_ev":"All employees must take mandatory ICT security course.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nICT trainings widely available, with thousands of participants each year. Strong assumption is that each city employee has participated in at least one ICT training during the past three years. Departments also organize trainings independently, so exact numbers are not available.","field_sk_locauth_training_cit":"Yes","field_sk_locauth_training_cit_ev":"City libraries organize ICT trainings \u0026amp; support, especially for eldery \u0026amp; immigrants: https:\/\/www.helmet.fi\/fi-FI\/Tapahtumat_ja_vinkit\/Tapahtumat?t=Opastukset%20ja%20kurssit","field_st_localauth_digitstra":"No","field_st_localauth_digitstra_ev":"","field_st_localauth_cdo":"Yes","field_st_localauth_cdo_ev":"Chief Digital Officer since 2018 \/ https:\/\/digi.hel.fi\/yhteystiedot\/","field_st_localauth_serv_stand":"Yes","field_st_localauth_serv_stand_ev":"The city has implemented it\u0026#039;s own standard for customer-centric and agile development, described in the digital service development playbook pelikirja.hel.fi","field_st_localauth_serv_guid":"Yes","field_st_localauth_serv_guid_ev":"Brand and Design guidelines (taking into account accessibility, such as contrast, easy to read fonts, user experience) https:\/\/brand.hel.fi\/en\/ + the aforementioned \u0026#039;pelikirja\u0026#039; https:\/\/pelikirja.hel.fi\/ (only in finnish)\u003Cbr \/\u003E\r\nAccessibility Guide of the city: https:\/\/www.hel.fi\/static\/hki4all\/ohjeet\/saavutettavuus-opas.pdf (only in finnish)\u003Cbr \/\u003E\r\nHelsinki Design System: pre-built components for digital services for unified design https:\/\/hds.hel.fi\/","field_st_locaut_serv_guid_mon":"Yes","field_st_locaut_serv_guid_mon_ev":"The ICT and digital service procurement contracts of the city are managed with one-stop-shop model, meaning that anyone in the city doing development must pass their plans through this centrally managed procurement. The procurement unit has \u0026#039;development support\u0026#039; service, in which they check the development plans, including following standards and service design guidelines, acceccibility and co-creation methods prior continuing with the procurement.","field_st_strat_mention_design":"Yes","field_st_strat_mention_design_ev":"City strategy 2021-2025 pg. 36 \u0026quot;Design will play a more systematic role in a customer-oriented renewal of our services and our efforts to enhance city organisation\u003Cbr \/\u003E\r\nproductivity.\u0026quot;","field_eco_api":"Yes","field_eco_api_ev":"Open APIs to Helsinki systems are described in Helsinki Region Infoshare service: https:\/\/hri.fi\/data\/en_GB\/dataset?q=api\u0026amp;sort=score%20desc,%20metadata_modified%20desc  and an API catalogue is under construction. Official systems have API endpoints to government services and other external partners, and APIs are the primary back-end interface between systems.","field_eco_eid":"Yes","field_eco_eid_ev":"Official e-services require suomi.fi eID.","field_eco_collaboration":"Yes","field_eco_collaboration_ev":"\u0026#039;Experiment Accelerator\u0026#039; programme, where small innovative experimental projects are funded for 10000 \u20ac, allowing variety of providers to participate in the procurement. See more: https:\/\/kokeilukiihdyttamo.hel.fi\/en\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nIn addition, the city owns a innovation company Forum Virium Helsinki, which collaborates with companies and startups on innovative initiatives for urban futures. The projects examples include drone delivery,  accessibility mapping and citizen digital skills. See more: https:\/\/forumvirium.fi\/en\/","field_co_codesign":"Yes","field_co_codesign_ev":"All digital services must pass through the procurement unit and their development support service, which ensures that service design, co-creation and co-creation practices are followed. Read more on co-creation practices from https:\/\/osallistu.helsinki\/en\/for-professionals\/participation\/","field_co_userresearch":"No","field_co_userresearch_ev":"","field_co_codesign_dis":"Yes","field_co_codesign_dis_ev":"We for example follow the CLEAR protocol for co-creation: https:\/\/www.governanceinstitute.edu.au\/magma\/media\/upload\/media\/484_clear_sept061.pdf\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nHelsinki accessibility model https:\/\/saavutettavuusmalli.hel.fi\/en\/ enforces including disadvantaged communities habitually at least to the end-user testing phase of new services. User-research sessions are organized habitually in e.g. eldery care units.","field_co_webanalitycs":"Yes","field_co_webanalitycs_ev":"The city has a specific user research platform with volunteer citizens participating in A\/B and other testing protocols for digital services. In addition, standard web analytics are collected and analysed and service-specific user experience surveys collected habitually.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nSummary of web analytics (in finnish): https:\/\/www.hel.fi\/helsinki\/fi\/kaupunki-ja-hallinto\/tietoa-helsingista\/tietoa-hel-fista\/tilastot-ja-tutkimukset","field_co_plan_regrelease":"Yes","field_sup_loc_auth":"No","field_sup_loc_auth_ev":"","field_sup_auth_app":"No","field_sup_auth_app_ev":"","field_sup_auth_proactive":"No","field_sup_auth_proactive_ev":"","field_sup_auth_sdg":"Yes","field_sup_auth_sdg_ev":"Majority of the Single Digital Gateway requirements consider and are responsibility of government in Finland, and are fulfilled by Suomi.fi e-identity and service database and catalog, which allows connecting local services and citizen data to european service providers and access to government and municipal offices and services to european citizens. All Helsinki services are descibed in Suomi.fi service catalog where applicable (see https:\/\/www.suomi.fi\/). Some services may require finnish social security number that retrieved from the Suomi.fi identity service. Non-finnish citizens may apply for a finnish social security number on certain conditions. ","field_sup_auth_checkproc":"No","field_usa_web_look":"Yes","field_usa_web_look_ev":"Design guidelines: brand.hel.fi\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nDev guidelines: https:\/\/helsinkisolutionoffice.atlassian.net\/wiki\/spaces\/OS\/overview\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nDesign components including software packages for web pages, buttons, menus etc. https:\/\/hds.hel.fi\/","field_usa_web_audiovideo":"Yes","field_usa_web_audiovideo_ev":"For all services there is a number you can call. Video call option depends on the service, but is available for example in some healthcare and unemployment services.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nContact information available in main page https:\/\/www.hel.fi\/helsinki\/en\/administration\/participate\/contact\u003Cbr \/\u003E\r\nand in website of each department, unit and service. ","field_usa_web_wcag":"Yes","field_usa_web_wcag_ev":"The helsinki design system building blocks have been desinged to comply with accessibility requirements (contrast, colours, languages, text size etc.). Accessibility is assessed habitually in development processes. Helsinki accessibility guide for web services in compliance with WCAG: https:\/\/www.hel.fi\/static\/hki4all\/ohjeet\/saavutettavuus-opas.pdf Helsinki accessibility model: https:\/\/saavutettavuusmalli.hel.fi\/en\/","field_usa_auth_assessment":"Yes","field_usa_auth_assessment_ev":"Usability of Helsinki digital services is habitually assessed. Raports are not available online. ","field_sec_eid":"Yes","field_sec_control_data":"Yes","field_sec_control_data_ev":"Helsinki has launched a MyData service where citizens can authorize or de-authorize use of their data. The service is new, and use cases will be added as services are developed. The citizens can file a request on their data and processing action logs for any service, digital or not.","field_sec_procedure":"Yes","field_sec_procedure_ev":"Internal documents, public documentation and instructions in hel.fi on privacy, data protection \u0026amp; cybersecurity: https:\/\/www.hel.fi\/en\/decision-making\/information-on-helsinki\/data-protection-and-information-management\/data-protection, https:\/\/turvallisuus.hel.fi\/en\/information-security\/","field_citi_change_dec":"No","field_citi_change_dec_ev":"","field_citi_feedback":"Yes","field_citi_feedback_ev":"The city communications manages a joined feedback and maintenance call service for the whole city organization: https:\/\/palautteet.hel.fi","field_ado_transact":"","field_ado_transact_ev":"","field_ado_publicdata":"Yes","field_ado_publicdata_ev":"Data on service usage available through HRI open data service \/ Helsinki statistical yearbook: https:\/\/hri.fi\/data\/en_GB\/collection\/helsingin-tilastolliset-vuosikirjat","field_redu_timesaved":"No","field_redu_timesaved_ev":"","field_redu_financesaved":"No","field_redu_financesaved_ev":"https:\/\/www.hel.fi\/static\/kanslia\/Julkaisut\/2022\/helsinki-tilinpaatos-2021.pdf","field_sati_servprovision":"","field_sati_servprovision_ev":"The departments and individual services measure customer satisfaction. Common tools include nps, and various tailored open- and numerical questions. General ways for user involcement,  collecting user feedback \u0026amp; customer co-creation are gathered on the page https:\/\/osallistu.helsinki\/en\/for-citizens\/ways-to-participate\/","field_sati_share2y":"","field_sati_share2y_ev":"","field_env_co2":"No","field_env_co2_ev":""},{"title":"Gothenburg ","field_00_total_number_emp":"53000","field_00__total_population":"587549","field_00_total_budget":"","field_sk_how_many_ict_specialist":"0","field_sk_ict_subcontractors":"0","field_sk_locauth_pos_serv_des":"Yes","field_sk_locauth_pos_serv_des_ev":"Not sure how many but more than 10.","field_sk_locauth_training_cs":"Yes","field_sk_locauth_training_cs_ev":"We educate our staff regularly in innovative thinking and service design.","field_sk_locauth_train_dscs":"Yes","field_sk_locauth_train_dscs_ev":"We have online training available all the time on our intranet.","field_sk_locauth_training_cit":"Yes","field_sk_locauth_training_cit_ev":"We have some education for free to our citizens. Open data for instance is a free education. www.goteborg.se\/psidata","field_st_localauth_digitstra":"Yes","field_st_localauth_digitstra_ev":"New plan for digitalisation:  G\u00f6teborgs stads plan f\u00f6r digitalisering 2022-2025. \u003Cbr \/\u003E\r\nhttps:\/\/www4.goteborg.se\/prod\/intraservice\/namndhandlingar\/SamrumPortal.nsf\/B92F6BB2CBB71115C12587A7004B92B9\/$File\/Bilaga%201%20Goteborgs%20Stads%20plan%20for%20digitalisering.pdf?OpenElement\u003Cbr \/\u003E\r\nWe have also signed the Living-in.eu declaration Join Boost Sustain.","field_st_localauth_cdo":"No","field_st_localauth_cdo_ev":"Chief Digital Officer to date is Dan Folkesson of Intraservice office. https:\/\/www.linkedin.com\/in\/danfolkesson\/?originalSubdomain=se","field_st_localauth_serv_stand":"No","field_st_localauth_serv_stand_ev":"","field_st_localauth_serv_guid":"Yes","field_st_localauth_serv_guid_ev":"We are using the innovation guide provided nationally. https:\/\/innovationsguiden.se\/.\u003Cbr \/\u003E\r\nSpr\u00e5kslagen ( simple language law). https:\/\/www.riksdagen.se\/sv\/dokument-lagar\/dokument\/svensk-forfattningssamling\/spraklag-2009600_sfs-2009-600\u003Cbr \/\u003E\r\nWebbriktlinjer (web direktions, goverment official direktive for web content and development) https:\/\/webbriktlinjer.se\/","field_st_locaut_serv_guid_mon":"No","field_st_locaut_serv_guid_mon_ev":"","field_st_strat_mention_design":"Yes","field_st_strat_mention_design_ev":"This is an area we are working on in many levels and will be default in our new digital strategy documents for 2023. ","field_eco_api":"Yes","field_eco_api_ev":"we provide open data via www.goteborg.se\/psidata. Some api\u00b4s are accessed 300-500 times per month. ","field_eco_eid":"Yes","field_eco_eid_ev":"We are using CEF building blocks and Fiware standard datasets and DCAT-AP for open data standards. Iot-platform. ","field_eco_collaboration":"No","field_eco_collaboration_ev":"We are trying to use more innovative forms of procurement. We have done hackathons in the past. ","field_co_codesign":"Yes","field_co_codesign_ev":"We dont build services without having the citizen in the loop. Co-creation is very varied and we have to adapt to whom we can have co-creation with for different services. The services we build is always started and focused on the needs of the citizens.","field_co_userresearch":"No","field_co_userresearch_ev":"We gather information during a service delivery using online forms and pysical interactions from citizens that we meet everyday in and around our offices and service centers.","field_co_codesign_dis":"Yes","field_co_codesign_dis_ev":"We meet citizens on a daily basis in our service centers. We also educate and give other helpfull services for som groups.\u003Cbr \/\u003E\r\nhttps:\/\/goteborg.se\/wps\/portal\/enhetssida\/lots-for-barn-och-vuxna-med-funktionsnedsattning\/Utbildning\/ubildningar","field_co_webanalitycs":"Yes","field_co_webanalitycs_ev":"Yes. we do websurveys every other year. ","field_co_plan_regrelease":"Yes","field_sup_loc_auth":"No","field_sup_loc_auth_ev":"","field_sup_auth_app":"No","field_sup_auth_app_ev":"","field_sup_auth_proactive":"Yes","field_sup_auth_proactive_ev":"Yes. When children are about to start their first school year. ","field_sup_auth_sdg":"No","field_sup_auth_sdg_ev":"We have digital sign in for services that are EIDAS compliant. digg.se has this according to the SDG. We also have digital messaging and digital mailboxes.","field_sup_auth_checkproc":"No","field_usa_web_look":"Yes","field_usa_web_look_ev":"We follow the rules and regulations that are enforced nationally. WCAG is implemented.","field_usa_web_audiovideo":"Yes","field_usa_web_audiovideo_ev":"In some services we still have that option because of COVID-19. Consumer advice and debt restructuring.\u003Cbr \/\u003E\r\nhttps:\/\/goteborg.se\/wps\/portal\/start\/social--och-familjefragor\/ekonomi-och-socialbidrag\/privatekonomisk-radgivning\/\u003Cbr \/\u003E\r\n","field_usa_web_wcag":"Yes","field_usa_web_wcag_ev":"Yes. all of our webservices must follow Wcag. goteborg.se We have implemented Readspeaker for accessibility service. See example on this site. https:\/\/goteborg.se\/wps\/portal\/teckensprak","field_usa_auth_assessment":"Yes","field_usa_auth_assessment_ev":"Yes we do! We have processes for this and assessment tools like: https:\/\/webperf.se\/","field_sec_eid":"Yes","field_sec_control_data":"No","field_sec_control_data_ev":"","field_sec_procedure":"Yes","field_sec_procedure_ev":"We also have an education online for the staff.","field_citi_change_dec":"Yes","field_citi_change_dec_ev":"we have issue reporting and citizen ideation services online.\u003Cbr \/\u003E\r\nhttps:\/\/goteborg.se\/wps\/portal\/start\/kommun-o-politik\/sa-kan-du-paverka\/har-du-ett-battre-forslag\/goteborgsforslaget\/om-goteborgsforslaget.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nhttps:\/\/goteborg.se\/wps\/portal\/kontakta-oss\/lamna-synpunkter\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nhttps:\/\/goteborg.se\/wps\/portal\/kontakta-oss\/felanmalan--gator-torg-och\u003Cbr \/\u003E\r\n","field_citi_feedback":"Yes","field_citi_feedback_ev":"Online feedback but also physical feedback in our service centers.\u003Cbr \/\u003E\r\nhttps:\/\/goteborg.se\/wps\/portal\/kontakta-oss\/lamna-synpunkter","field_ado_transact":"Yes","field_ado_transact_ev":"The statistics that we have for most services they are completed. The statistics are not online.","field_ado_publicdata":"No","field_ado_publicdata_ev":"","field_redu_timesaved":"No","field_redu_timesaved_ev":"We have done measurements in the past but do not have that for all services.","field_redu_financesaved":"No","field_redu_financesaved_ev":"","field_sati_servprovision":"Yes","field_sati_servprovision_ev":"Yes, from time to time when services are implemented. We have no statistics for that. ","field_sati_share2y":"","field_sati_share2y_ev":"","field_env_co2":"No","field_env_co2_ev":""},{"title":"Catalonia Region ","field_00_total_number_emp":"200.000","field_00__total_population":"7.800.000","field_00_total_budget":"41.025.000.000","field_sk_how_many_ict_specialist":"650","field_sk_ict_subcontractors":"8000","field_sk_locauth_pos_serv_des":"Yes","field_sk_locauth_pos_serv_des_ev":"The Directorate-General for Digital Administration (Ministry of the Presidency) has an Area of Promotion of the Improvement of Digital Services, with five people working on service design (http:\/\/sac.gencat.cat\/sacgencat\/AppJava\/organisme_fitxa.jsp?codi=21156). Starting from the UK Government\u0026#039;s definition and skills of service designers (https:\/\/www.gov.uk\/guidance\/service-designer) there is a Head of service design (code 0096842), a Lead service designer (code PT_MRR_05), a Senior service designer (code PT_MRR_01), a Service designer (PT_MRR_02), and a Junior service designer (code SOC-1aOcupaci\u00f3). \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nAlso, in the same Area, a team of three people is working on plain language applied to administrative processing. There is a Head of plain language, who coordinates the project (code PT_MRR_03); a Senior officer, which is revising models of administrative documents sent by the Ministries to make them more understandable (we are currently revising documents from the Tax Agency, Climate Action, Presidency, etc.). It also participates in the communications improvement group of the Information System for the electronic management of subsidy management files, and collaborates with the rest of the projects being worked on in the Directorate General when texts need to be revised (code PT_MRR_04); and a Senior Office in charge of the conversion to plain language electronic management of grant management files (code 0433665). \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nOn another hand, the Directorate-General for Digital Services and Citizen Experience has an Analytic and Improved Citizen Experience Area (http:\/\/sac.gencat.cat\/sacgencat\/AppJava\/organisme_fitxa.jsp?codi=22537), which function is to establish protocols for a good citizen experience, evaluate and propose improvements to services before they are put into operation, collect and analyse data to offer personalised and proactive services, coordinate actions to improve the citizen experience in public and digital services, and support departments in the identification and provision of personalised services in coordination with the digital administration department. It also prepares proposals for evaluating information systems, promoting a relationship based on citizens\u0026#039; life situations, implements quality management and continuous improvement systems, manages the Directorate General\u0026#039;s indicators and performs other similar functions assigned to it. There is a Head of the Area, and also a a Senior Officer working on Citizen Experience.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nFinally, the Center for Telecommunications and Information Technology (CTTI), the public company that manages and delivers telecommunications, has two Senior service designers. Their functions are to advise and participate in digital transformation projects of the Government Ministries; plan, prioritise and design services autonomously in interdisciplinary projects; drive service analysis and improvement; analyse user needs through research; create service roadmaps and plans; identify opportunities and generate proofs of concept for improved services; consolidate service value propositions; develop data-driven initiatives; communicate and present results and designs; support service implementation; inform and report on project progress; and promote coordination and communication between internal and external professionals to detect synergies. https:\/\/territori.gencat.cat\/web\/.content\/home\/01_departament\/transparencia_i_bon_govern\/funcio-publica\/acces\/resultats\/sector-public\/2022\/CTTI41522.pdf","field_sk_locauth_training_cs":"Yes","field_sk_locauth_training_cs_ev":"98 people have been trained in at least one of these courses: Basic course of the Digital Services Guide (3 editions in 3 consecutive years), and advanced course (2 editions). UIX\/UI course 2 editions, Visual Thinking course 3 editions, Prototyping course 1 edition. MIRO course 1 edition.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nSource: Escola d\u0026#039;Administraci\u00f3 P\u00fablica de Catalunya","field_sk_locauth_train_dscs":"Yes","field_sk_locauth_train_dscs_ev":"On ICT training: \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\n2020: 753 activities, 19501 people trained, 7923,5 hours\u003Cbr \/\u003E\r\n2021: 774 activities, 15679 people trained, 9209 hours\u003Cbr \/\u003E\r\n2022: 670 activities, 11657 people trained, 7954,5 hours\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nSource: Escola d\u0026#039;Administraci\u00f3 P\u00fablica de Catalunya: https:\/\/eapc.gencat.cat\/web\/.content\/home\/lescola\/que_fem\/memories_dactuacio\/documents\/MemoriaEAPC_20.pdf, https:\/\/eapc.gencat.cat\/ca\/lescola\/que_fem\/leapc-en-dades\/memories_dactuacio\/, Performance report 2022 (to be published soon). \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nAlso, there is an ongoing Digital training plan for the Government employees: https:\/\/administraciodigital.gencat.cat\/ca\/projectes\/pla-de-capacitacio-digital\/","field_sk_locauth_training_cit":"Yes","field_sk_locauth_training_cit_ev":"The training is provided via the \u0026quot;Xarxa Punt TIC\u0026quot; (ICT Network Point). The programming is done by each ICT Point and the Government of Catalonia offers advice, dynamisation and training for the trainers themselves so that they can provide it.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nIn this link you will find the geographical distribution of the Network: https:\/\/punttic.gencat.cat\/cercador_punttic\/mapa \u003Cbr \/\u003E\r\nIn this link you will find some examples of the training provided: https:\/\/punttic.gencat.cat\/formacio\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nAlso, as an example, online training on Artificial Intelligence for everybody: https:\/\/ciutadania.cat\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nThere is no data available yet about the number of people trained.","field_st_localauth_digitstra":"No","field_st_localauth_digitstra_ev":"","field_st_localauth_cdo":"Yes","field_st_localauth_cdo_ev":"Mrs. N\u00faria Espuny Salvad\u00f3, Director-General for Digital Administration, Ministry of the Presidency\u003Cbr \/\u003E\r\nhttps:\/\/web.gencat.cat\/ca\/adreces-i-telefons\/detall\/index.html?codInf=19819","field_st_localauth_serv_stand":"Yes","field_st_localauth_serv_stand_ev":"The Decree 76\/2020 provided the principles to be met by digital services.\u003Cbr \/\u003E\r\nhttps:\/\/dogc.gencat.cat\/ca\/document-del-dogc\/?documentId=879889\u003Cbr \/\u003E\r\nThe Digital Services Guide developed them:\u003Cbr \/\u003E\r\nhttps:\/\/administraciodigital.gencat.cat\/ca\/projectes\/serveis-digitals\/guia-de-serveis-digitals\/","field_st_localauth_serv_guid":"Yes","field_st_localauth_serv_guid_ev":"The Digital Services Guide of the Government of Catalonia:\u003Cbr \/\u003E\r\nhttps:\/\/administraciodigital.gencat.cat\/ca\/projectes\/serveis-digitals\/guia-de-serveis-digitals\/\u003Cbr \/\u003E\r\nA plain language initiative has been launched:\u003Cbr \/\u003E\r\nhttp:\/\/atenciociutadana.gencat.cat\/ca\/llenguatge-planer","field_st_locaut_serv_guid_mon":"No","field_st_locaut_serv_guid_mon_ev":"","field_st_strat_mention_design":"Yes","field_st_strat_mention_design_ev":"Yes, in the Decree 76\/2020 (https:\/\/dogc.gencat.cat\/ca\/document-del-dogc\/?documentId=879889). \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nThe Title II, Chapter II is on digital services. In particular, Article 27 (on General principles in the creation of digital services) says \u0026quot;The subjects (...) of this Decree promote the creation of new digital services in accordance with the principles set out in Article 4 of this Decree and in accordance with the evolution and continuous improvement in the provision of public services, harnessing the full potential of innovation and technology, creating public value and putting users\u0026#039; experience at the heart of service design.\u0026quot; Also, Article 28 (on \u0026quot;Design of digital services\u0026quot;) regulates how services they should be designed and the criteria and elements to be taken into account.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nOn another hand, in Articles 4.c) (on General principles of eGovernment) which recognises that administrative action is based, inter alia, on \u0026quot;Proactivity and personalisation in the delivery of digital public services with the aim of placing users\u0026#039; experience at the centre of service design\u0026quot;.","field_eco_api":"Yes","field_eco_api_ev":"The Center for Telecommunications and Information Technology (CTTI) runs a Corporate API Manager: https:\/\/canigo.ctti.gencat.cat\/apim\/intro\/\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nAlso, the Open Data platform is APIfied: https:\/\/ctti.gencat.cat\/ca\/detalls\/detallarticle\/dades-obertes-00028","field_eco_eid":"Yes","field_eco_eid_ev":"The Open Administration Consortium of Catalonia (AOC Consortium) provides standardised services modules to the different Catalan administrations, both local and regional: https:\/\/www.aoc.cat\/en\/serveis\/\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nAlso, we use the VALid solution from the Spanish government: https:\/\/valide.redsara.es\/valide\/?; and also the Administrative Information System: https:\/\/administracionelectronica.gob.es\/ctt\/verPestanaGeneral.htm?idIniciativa=sia\u0026amp;idioma=en#.Y_YADnaPU2w.\u003Cbr \/\u003E\r\n","field_eco_collaboration":"Yes","field_eco_collaboration_ev":"The Catalan Ministry of Economy and Finance has a project called \u0026quot;Public procurement of innovation\u0026quot;, which is an administrative initiative to promote innovation, aimed at encouraging the development of innovative solutions from demand, via public procurement. Link: https:\/\/www.accio.gencat.cat\/en\/serveis\/innovacio\/internacional\/compra-publica-innovacio\/index.html\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nThere is a call for open tenders for the public procurement of innovation, within the Catalonia Open Challenges, a platform that allows to put administrations and innovative companies in contact with each other, as well as to publicise opportunities for collaboration. Link: https:\/\/openchallenges.accio.gencat.cat\/marketplace?classifier_ids=209520\u0026amp;classifier_ids=209519\u0026amp;classifier_ids=209521\u0026amp;types=Marketplace%3A%3AAccio1\u0026amp;_gl=1*1h49j4a*_ga*ODAwNDgzMzMyLjE2NjQ3ODM5MDY.*_ga_6HSVZS0K1X*MTY3Njk3ODM0My4yLjEuMTY3Njk3ODkxNy4wLjAuMA\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nAlso, there is a mailbox for innovative proposals, a channel focused on offering solutions so that companies can share the most innovative solutions to noted problems with the administration. Link: https:\/\/forms.office.com\/pages\/responsepage.aspx?id=3CeUOw7TvEOMBv9yU2dv7Lb_CBAEsOBDl11-1t_Kc6FUQlEyU1g0RzlVOUkzVTFCRTRDRUVNTkVKWC4u\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nIn another hand, as the \u0026quot;New solution\u0026quot; part of the main webpage explains, we also consider Pre-commercial Procurement (CPP) and Public Procurement of Innovative Technology (CPI).\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nFinally, some hackathons have been held, such as the following one: https:\/\/punttic.gencat.cat\/en\/esdeveniment\/online-technology-hackathon.","field_co_codesign":"Yes","field_co_codesign_ev":"The Digital Services Guide standardises the principles of design thinking to the development of services, as well as establishes co-design and validation sessions with both users and public employees.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nThese are some examples of this sessions:\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\n1) Hunting and fishing: the Ministry of Climate Action, Food and Rural Agenda wanted to improve the service offered to citizens and facilitate the digitalisation of the processing of hunting and fishing permits. The pilot project was carried out in five working sessions, each lasting four hours. The prototypes were validated by the fisheries users and the deputy directors of the two directorates-general.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\n2) Videoconferencing service: the Tax Agency of Catalonia (ATC) wanted to offer to taxpayers the possibility of carrying out some procedures by videoconference, procedures that until now were offered in person or, in some cases, by telephone. The ATC pilot project was developed in five working sessions, each lasting four hours. In a session, different users and technicians review the whole path that has been designed to check that the path followed has been the correct one. More information: https:\/\/administraciodigital.blog.gencat.cat\/2021\/07\/26\/assistencia-a-la-ciutadania-per-videotrucada-lexperiencia-de-latc-en-el-disseny-de-serveis-digitals\/\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\n3) Libraries, Implementation of digital library cards: the Directorate General for Cultural Promotion and Libraries of the Ministry of Culture wants to design the digital processing process to obtain the library card for the whole of Catalonia. The digitalisation of this service aims to speed up, facilitate and automate a process that needs to update the services offered to citizens. The Libraries pilot project was developed in five working sessions of four hours each. Among others, in one session all the prototypes made during the previous sessions were reviewed and validated by citizen users, library service workers and the Director General of Cultural Promotion and Libraries.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\n4) Web platform for children, teenagers and young adults: the Directorate General for Child and Adolescent Care (DGAIA) and the Catalan Youth Agency wanted to offer a new digital service aimed at children, adolescents and young people, but also at professionals in the sector. The tool has to consist of a user-friendly web platform and has to facilitate the task of the professional team that will provide the service behind the platform. It also has to have a design, branding, and communication strategy to ensure dissemination among the target audience. The high-level design project has been developed in two context analysis sessions to find out the requirements and expectations of the service, four co-creation sessions with the team and interviews with people from the target groups. User journey experiences were conducted.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\n5) Pre-litigation administrative complaint (IT): the Subdirectorate General for Medical Assessments (ICAM) of the Ministry of Health requested the redesign of the service for administrative claims prior to legal proceedings in matters of temporary incapacity. The aim was to bring it closer to the citizen and to facilitate management. The ICAM pilot project was carried out in five working sessions, each lasting four hours. Based on a structured script of questions, the meeting is managed to obtain as much information as possible. Interviews are also conducted with citizens, medical professionals from primary care centres and ICAM, and ICAM administrative staff who are familiar with the current system. The user\u0026#039;s travel experience is also realised. More information: https:\/\/administraciodigital.blog.gencat.cat\/2022\/01\/19\/pla-pilot-dimplantacio-de-la-guia-de-serveis-digitals-a-licam-antoni-mestres\/\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\n6) Digital informed consent in the field of health care: The pilot project between the Subdirectorate General for Innovation and Digital Administration (SIAD) and the Catalan Health Institute (ICS) focused on the design of the digital Informed Consent. The objective was that the citizen, once informed of the procedure by a doctor, could reflect and sign the consent without having to travel to the medical centre. The ICS pilot project was developed in five working sessions, each lasting four hours. Interviews were conducted with patients, medical professionals and researchers with a good knowledge of the current system, its strengths and weaknesses. Validation was also carried out with citizens with different profiles and doctors who need informed consent.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\n7) Attendance control occupancy service courses: The SOC (Catalan Employment Service) wants to improve the attendance control system for training courses. The SOC courses used to validate the presence of students by means of a paper signature. This is a problem in terms of the reliability and speed of the process. The pilot project consisted of five working sessions, each lasting four hours. Interviews were conducted with users: students, trainers and administrative staff of the training centres. Also, in a session, different users (students and teachers) and technicians (from the promoter unit and the legal service) have reviewed the solutions provided to verify that the path followed has been the correct one.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nSource: https:\/\/espai.administraciodigital.gencat.cat\/Que-vols-fer\/Dissenyar-servei-digital\/Transformacio-tramits-cap-serveis-digitals\/Pilots-implantacio-Guia-serveis-digitals\/Pagines\/default.aspx \u003Cbr \/\u003E\r\n","field_co_userresearch":"No","field_co_userresearch_ev":"","field_co_codesign_dis":"No","field_co_codesign_dis_ev":"","field_co_webanalitycs":"Yes","field_co_webanalitycs_ev":"Analytics services are operating to monitor web navigation and to detect and correct technical errors in the forms, using Google Analytics: https:\/\/ctti.gencat.cat\/ca\/ctti\/solucions-corporatives\/comunicacio-i-relacio\/webs\/analitica-gencat\/, https:\/\/atenciociutadana.gencat.cat\/ca\/serveis\/webs\/analitica\/solucio-tecnologica\/.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nThe strategic objectives of analytics are to improve service to citizens, increasing the quality of service, increasing the degree of satisfaction with the service, attracting more users to the website, improving loyalty.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nThe operational objectives are to evaluate the effectiveness of each action carried out on the website and to balance costs with benefits, to know the demand: identify new services, prioritise those that are most successful, highlight those that are difficult to find..., to know the profile of the audience and to improve positioning.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nFinally, in relation to decision-making, we want to have a methodology that allows us to implement improvements. More information: https:\/\/atenciociutadana.gencat.cat\/ca\/serveis\/webs\/analitica\/definicio\/","field_co_plan_regrelease":"No","field_sup_loc_auth":"Yes","field_sup_loc_auth_ev":"83% external procedures are available online.\u003Cbr \/\u003E\r\n\u200b\u200b\u200b\u200b\u200b\u200b\u200b\u200b\u200b\u200b\u200bSource: Observatori de l\u0026#039;Administ\u200b\u200b\u200braci\u00f3 Digital (OAD), December 2022","field_sup_auth_app":"Yes","field_sup_auth_app_ev":"Yes, the App \u0026quot;La meva salut\u0026quot; (My Health) has been downloaded by nearly 60% of the population of the population: https:\/\/catsalut.gencat.cat\/ca\/serveis-sanitaris\/la-meva-salut\/app\/index.html#googtrans(ca|en)\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nUnique users with logged-in sessions:\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nAndroid: 3.498.380\u003Cbr \/\u003E\r\nApple: 1.120.118\u003Cbr \/\u003E\r\nTotal: 4.618.498\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nSource: internal report (\u201cINFORME D\u2019INDICADORS. 4rt TRIMESTRE 2022. La Meva Salut. Servei Catal\u00e0 de la Salut\u201d, p.2)","field_sup_auth_proactive":"Yes","field_sup_auth_proactive_ev":"A capability of proactive alerts and pre-filled forms has been developed, and it has been applied to the use case of proactive university grants.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nhttps:\/\/www.youtube.com\/watch?v=h-IsqWeSziQ\u003Cbr \/\u003E\r\nhttps:\/\/administraciodigital.blog.gencat.cat\/2021\/12\/10\/prova-pilot-beques-equitat-projecte-per-assumir-el-traspas-de-la-gestio-de-les-beques-i-posada-en-marxa-dels-tramits-proactius-francesc-xavier-buendia-i-imma-triado\/\u003Cbr \/\u003E\r\nhttps:\/\/www.youtube.com\/watch?v=h-IsqWeSziQ","field_sup_auth_sdg":"Yes","field_sup_auth_sdg_ev":"1. Language requirements: we publish information on the proceedings in both English and Spanish (Article 12)\u003Cbr \/\u003E\r\n2. Quality of information on procedures (Article 10)\u003Cbr \/\u003E\r\n3. Quality requirements for the accessibility of websites (Article 8)\u003Cbr \/\u003E\r\n4. Collection of statistics relating to user visits (Article 24)\u003Cbr \/\u003E\r\n5. Include a rating tool that allows users to anonymously indicate their level of satisfaction (Article 25)\u003Cbr \/\u003E\r\n6. Quality label (Art. 22), represented by the logo provided by the Commission with the link to the Your Europe portal.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nThe following links are examples to show the fulfilment of the requirements:\u003Cbr \/\u003E\r\nhttps:\/\/web.gencat.cat\/en\/tramits\/tramits-temes\/Comunicacio-de-les-activitats-firals-fires-i-fires-mercat\u003Cbr \/\u003E\r\nhttps:\/\/web.gencat.cat\/en\/tramits\/tramits-temes\/Habilitacio-per-a-la-traduccio-i-la-interpretacio-jurades-daltres-llenguees-al-catala-i-viceversa\u003Cbr \/\u003E\r\nhttps:\/\/web.gencat.cat\/en\/tramits\/tramits-temes\/Analisi-de-productes-agroalimentaris\u003Cbr \/\u003E\r\nhttps:\/\/web.gencat.cat\/en\/tramits\/tramits-temes\/Autoria-i-demostracio-dels-drets-dexplotacio\u003Cbr \/\u003E\r\nhttps:\/\/web.gencat.cat\/en\/tramits\/tramits-temes\/7635_Codi-dusuari-per-laplicacio-de-control-del-material-vegetal\u003Cbr \/\u003E\r\nhttps:\/\/web.gencat.cat\/en\/tramits\/tramits-temes\/Registre-de-plantacions-fruiteres-de-Catalunya\u003Cbr \/\u003E\r\nhttps:\/\/web.gencat.cat\/en\/tramits\/tramits-temes\/Queixa-reclamacio-i-denuncia-de-consum\u003Cbr \/\u003E\r\nhttps:\/\/web.gencat.cat\/en\/tramits\/tramits-temes\/7344-Registre-Oficial-dEstabliments-i-Serveis-Plaguicides-ROESP-per-a-establiments-de-venda","field_sup_auth_checkproc":"Yes","field_usa_web_look":"Yes","field_usa_web_look_ev":"The standard is defined here: https:\/\/guiaweb.gencat.cat\/ca\/inici\/index.html#googtrans(ca|en)\u003Cbr \/\u003E\r\nAnd it is enforced by using a common publishing tool: https:\/\/ctti.gencat.cat\/ca\/ctti\/solucions-corporatives\/comunicacio-i-relacio\/webs\/geco\/\u003Cbr \/\u003E\r\nAlso, corporate intranet use a common publishing tool: https:\/\/ctti.gencat.cat\/ca\/detalls\/detallarticle\/intranets","field_usa_web_audiovideo":"Yes","field_usa_web_audiovideo_ev":"A single telephone exists (https:\/\/web.gencat.cat\/en\/contacte\/012\/index.html), and videoconference attention has been implemented (https:\/\/web.gencat.cat\/ca\/actualitat\/detall\/La-Generalitat-impulsa-la-videoatencio-amb-la-ciutadania, https:\/\/web.gencat.cat\/ca\/contacte\/videoatencio\/index.html).","field_usa_web_wcag":"Yes","field_usa_web_wcag_ev":"Although there is still a lot of work to be done in terms of accessibility, the Generalitat is in line to the WCAG. Moreover, the current regulations in Catalonia require going beyond these standards, and work is being done to comply in a comprehensive way. The Accessibility Review Report is available on the following link: https:\/\/web.gencat.cat\/en\/ajuda\/accessibilitat\/index.html.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nAlso, there is a procedure established for any person to submit complaints concerning compliance with the requirements of accessibility and request information concerning content that is excluded from the scope of this regulation.","field_usa_auth_assessment":"No","field_usa_auth_assessment_ev":"","field_sec_eid":"Yes","field_sec_control_data":"Yes","field_sec_control_data_ev":"The MyGov service provides citizens insight on which administrative units have looked at their data.\u003Cbr \/\u003E\r\nhttps:\/\/www.aoc.cat\/en\/projecte-innovacio\/el-meu-espai-mygov\/","field_sec_procedure":"Yes","field_sec_procedure_ev":"The Cybersecurity Agency of Catalonia is in charge of implementing public cybersecurity policy and developing the Government of Catalonia\u0026#039;s cybersecurity strategy. In short, it is the go-to agency for cybersecurity in Catalonia. More information: https:\/\/ciberseguretat.gencat.cat\/en\/agencia\/lentitat\/index.html\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nThere is a Cybersecurity Strategy of the Government of Catalonia 2019-2022 (https:\/\/ciberseguretat.gencat.cat\/web\/.content\/PDF\/EstrategiaCiberseguretat-de-Catalunya-2019.2022.pdf). More information, in English, is available in the following link: https:\/\/ciberseguretat.gencat.cat\/en\/agencia\/enfoc-estrategic\/index.html\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nAlso, there is a document, released on March 2020, called \u0026quot;Cybersecurity rules for the provision of services in the telework modality\u0026quot; (https:\/\/ciberseguretat.gencat.cat\/ca\/detalls\/noticia\/Normes-de-ciberseguretat-per-a-la-prestacio-de-serveis-en-la-modalitat-de-teletreball).\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nOn another hand, the Government of Catalonia approved on 21 September 2021 the \u0026quot;Cybersecurity policy of the Government of Catalonia\u0026quot; (https:\/\/ciberseguretat.gencat.cat\/web\/.content\/PDF\/Politica_ciberseguretat_Generalitat-de-Catalunya.pdf), via the AGREEMENT GOV\/145\/2021, of 21 September (https:\/\/dogc.gencat.cat\/ca\/document-del-dogc\/?documentId=910618). This document establishes the principles, the applicable regulations and the organisational model that the Generalitat itself will have to have in order to adequately manage this matter.","field_citi_change_dec":"Yes","field_citi_change_dec_ev":"Complaints can be fulfilled here: https:\/\/ovt.gencat.cat\/gsitfc\/AppJava\/conqxs\/conqxs.do;jsessionid=A02B0C80869227319C80C1692743DA3D?set-locale=en_GB\u0026amp;reqCode=newCqs \u003Cbr \/\u003E\r\nAlso, allegations can be fulfilled in the following link, when no specific mechanism exists: https:\/\/web.gencat.cat\/en\/tramits\/tramits-temes\/Peticio-generica","field_citi_feedback":"Yes","field_citi_feedback_ev":"An important way to provide feedback are the Citizen Experience Spaces, which evaluate the services offered by the Government of Catalonia (from a specific procedure to a mobile app). Based on dynamics with different face-to-face or virtual formats, and throughout the territory, people with different profiles and ages test these services to ensure that they are accessible, usable, and understandable for everyone. \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nIn these spaces, it is verified that the language used is understandable; the steps to be followed are understood and do not lead to errors in interpretation; access to the service is adequate in the service channel (face-to-face, telephone or digital); the user has a good experience; expectations are met, or the service is considered useful. Once the services have been tested with citizens, the necessary adjustments are made to improve them.More information: https:\/\/web.gencat.cat\/ca\/temes\/administracio\/espais-dexperiencia-ciutadana\/\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nOn another hand, feedback is provided through some digital services, as the chatbot gencatBOT. The unified phone service (012) and the Citizen Service Offices also collect feedback from users. For example, when making a video call for citizen services, you can rate the quality of the service via the following page: https:\/\/web.gencat.cat\/ca\/contacte\/videoatencio\/enquesta\/. \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nFinally, feedback can also be provided through the CQS contact mailbox, in the \u0026quot;Suggestions or complaints\u0026quot; section. Departments and support agents have access to the front end to attend and respond. https:\/\/ovt.gencat.cat\/gsitfc\/AppJava\/conqxs\/conqxs.do?reqCode=newCqs","field_ado_transact":"Yes","field_ado_transact_ev":"According to the Open Administration Consortium of Catalonia (AOC Consortium), 77% of procedures in Catalonia are done digitally. Source: https:\/\/www.aoc.cat\/en\/blog\/2023\/infografia-balanc-aoc-2022\/","field_ado_publicdata":"Yes","field_ado_publicdata_ev":"Through the Open Data portal of Catalonia, the online processing indicators are published through the corporate processing platform of the Government of Catalonia, with an indication of the number of transactions by procedure and the channels used. It is updated and published monthly.\u003Cbr \/\u003E\r\nhttps:\/\/analisi.transparenciacatalunya.cat\/en\/Sector-P-blic\/Indicadors-de-tramitaci-en-l-nia-a-trav-s-de-la-pl\/y6tn-dxic","field_redu_timesaved":"Yes","field_redu_timesaved_ev":"The reduction in administrative burdens for citizens, as a consequence of the use of several e-government tools, is estimated at 4 hours per person per year in 2022, according to AOC Consortium: https:\/\/www.aoc.cat\/en\/blog\/2023\/infografia-balanc-aoc-2022\/. In addition, thanks to interoperability measures, each citizen has saved on average 11 documents per year.","field_redu_financesaved":"Yes","field_redu_financesaved_ev":"The amount of annual financial savings for the public administration is estimated at more than EUR 525 million, according to AOC Consortium: https:\/\/www.aoc.cat\/en\/blog\/2023\/infografia-balanc-aoc-2022\/. More information on how to calculate the savings is available on the following website: https:\/\/www.aoc.cat\/en\/projecte-innovacio\/metodologia-de-calcul-dels-estalvis-de-lus-de-ladmininistracio-digital\/.","field_sati_servprovision":"Yes","field_sati_servprovision_ev":"Firstly, the Open Administration Consortium of Catalonia (AOC Consortium) uses Net Promoter Score to measure satisfaction in the use of digital public services: https:\/\/www.aoc.cat\/en\/projecte-innovacio\/satisfaccio-de-la-ciutadania-en-lus-dels-serveis-publics-digitals\/.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nOn one hand, satisfaction is also measured in Citizen Service Offices and some online services (Private area, chatbot and Single Digital Gateway), but measurement standards differ and data is not published yet. Also, satisfaction about the 012 phone service is measured and aggregated data is published:\u003Cbr \/\u003E\r\nhttps:\/\/app.powerbi.com\/viewr=eyJrIjoiNWE4ZDVjYjUtNGY3Yy00ZDcxLTgwZTEtMWMxNzU2MGFjM2Y5IiwidCI6IjNiOTQyN2RjLWQzMGUtNDNiYy04YzA2LWZmNzI1MzY3NmZlYyIsImMiOjh9 ","field_sati_share2y":"Yes","field_sati_share2y_ev":"According to the Open Administration Consortium of Catalonia (AOC Consortium), 79% of users rate digital public services positively or very positively (https:\/\/www.aoc.cat\/en\/blog\/2023\/infografia-balanc-aoc-2022\/).\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nOn another hand, by the year 2022, the rating of the 012 telephone helpline, telephone support in the processing process and rating of the video service exceed 80% (internal document that can be provided if necessary).","field_env_co2":"No","field_env_co2_ev":""},{"title":"Kronoberg Region  Reality Lab (Healthcare) *","field_00_total_number_emp":"5900","field_00__total_population":"203000","field_00_total_budget":"7 billion SEK","field_sk_how_many_ict_specialist":"110","field_sk_ict_subcontractors":"2","field_sk_locauth_pos_serv_des":"Yes","field_sk_locauth_pos_serv_des_ev":"2 service designers employed at Verklighetslabbet, at least one UX designer at IT-dep.","field_sk_locauth_training_cs":"Yes","field_sk_locauth_training_cs_ev":"Verklighetslabbet hast trained approximately 150 people in service design and another approx 10 has been trained externally.","field_sk_locauth_train_dscs":"","field_sk_locauth_train_dscs_ev":"","field_sk_locauth_training_cit":"No","field_sk_locauth_training_cit_ev":"","field_st_localauth_digitstra":"Yes","field_st_localauth_digitstra_ev":"Read more at: https:\/\/www.regionkronoberg.se\/vardgivare\/arbetsomraden-processer\/planen-for-digifysisk-vard\/\u003Cbr \/\u003E\r\nTranslation possible on website.","field_st_localauth_cdo":"Yes","field_st_localauth_cdo_ev":"Both CDO and Chief Medical Digital Officer.","field_st_localauth_serv_stand":"No","field_st_localauth_serv_stand_ev":"","field_st_localauth_serv_guid":"Yes","field_st_localauth_serv_guid_ev":"Design guidelines given by Communications department and all part of organization required to follow.","field_st_locaut_serv_guid_mon":"","field_st_locaut_serv_guid_mon_ev":"","field_st_strat_mention_design":"No","field_st_strat_mention_design_ev":"","field_eco_api":"","field_eco_api_ev":".","field_eco_eid":"Yes","field_eco_eid_ev":"eID used.","field_eco_collaboration":"No","field_eco_collaboration_ev":"","field_co_codesign":"No","field_co_codesign_ev":"","field_co_userresearch":"No","field_co_userresearch_ev":"","field_co_codesign_dis":"No","field_co_codesign_dis_ev":"","field_co_webanalitycs":"","field_co_webanalitycs_ev":"","field_co_plan_regrelease":"","field_sup_loc_auth":"","field_sup_loc_auth_ev":".","field_sup_auth_app":"Yes","field_sup_auth_app_ev":"Min v\u00e5rd Kronoberg, https:\/\/apps.apple.com\/se\/app\/min-v%C3%A5rd-kronoberg\/id1533934360\u003Cbr \/\u003E\r\n","field_sup_auth_proactive":"No","field_sup_auth_proactive_ev":"","field_sup_auth_sdg":"","field_sup_auth_sdg_ev":"","field_sup_auth_checkproc":"No","field_usa_web_look":"Yes","field_usa_web_look_ev":"The Communications handbook guides how everything should be designed and is monitored by Communications department.","field_usa_web_audiovideo":"Yes","field_usa_web_audiovideo_ev":"Care conference calls primarily.","field_usa_web_wcag":"","field_usa_web_wcag_ev":"","field_usa_auth_assessment":"No","field_usa_auth_assessment_ev":"","field_sec_eid":"Yes","field_sec_control_data":"","field_sec_control_data_ev":"","field_sec_procedure":"Yes","field_sec_procedure_ev":"Confidential.","field_citi_change_dec":"No","field_citi_change_dec_ev":"","field_citi_feedback":"Yes","field_citi_feedback_ev":"https:\/\/www.1177.se\/kronoberg\/sa-fungerar-varden\/om-du-inte-ar-nojd\/om-du-inte-ar-nojd-med-varden\/\u003Cbr \/\u003E\r\n","field_ado_transact":"","field_ado_transact_ev":"","field_ado_publicdata":"No","field_ado_publicdata_ev":"","field_redu_timesaved":"No","field_redu_timesaved_ev":"","field_redu_financesaved":"","field_redu_financesaved_ev":"","field_sati_servprovision":"Yes","field_sati_servprovision_ev":"National patient survey: https:\/\/patientenkat.se\/","field_sati_share2y":"Yes","field_sati_share2y_ev":"82% is satisfied with primary care.","field_env_co2":"No","field_env_co2_ev":""},{"title":"Kyiv ","field_00_total_number_emp":"957","field_00__total_population":"2950702","field_00_total_budget":"","field_sk_how_many_ict_specialist":"320","field_sk_ict_subcontractors":"","field_sk_locauth_pos_serv_des":"","field_sk_locauth_pos_serv_des_ev":"","field_sk_locauth_training_cs":"Yes","field_sk_locauth_training_cs_ev":"200","field_sk_locauth_train_dscs":"Yes","field_sk_locauth_train_dscs_ev":"200","field_sk_locauth_training_cit":"Yes","field_sk_locauth_training_cit_ev":"1000","field_st_localauth_digitstra":"Yes","field_st_localauth_digitstra_ev":"https:\/\/kmr.gov.ua\/sites\/default\/files\/461-6512.pdf","field_st_localauth_cdo":"Yes","field_st_localauth_cdo_ev":"Chief Digital Transformation Officer of Kyiv (CDTO) and Deputy Mayor of Kyiv","field_st_localauth_serv_stand":"Yes","field_st_localauth_serv_stand_ev":"The standard of service for urban digital services has been developed and is in the approval stage for further consideration of the Kyiv City Council. ","field_st_localauth_serv_guid":"Yes","field_st_localauth_serv_guid_ev":"During the design of information systems common principles and practices of projecting are used. Development of specialised formal principles for the city is planned in 2024. ","field_st_locaut_serv_guid_mon":"No","field_st_locaut_serv_guid_mon_ev":"","field_st_strat_mention_design":"Yes","field_st_strat_mention_design_ev":"Yes, design and user experience are defined at the level of the document and standard which are given in the link https:\/\/design.gov.ua\/ua and https:\/\/kmr.gov.ua\/sites\/default\/files\/461-6512.pdf","field_eco_api":"Yes","field_eco_api_ev":"15 \u003Cbr \/\u003E\r\nYes, currently the local government provides APIs for example: address register, open data from the local budget, reporting, ect. ","field_eco_eid":"Yes","field_eco_eid_ev":"Bank ID, ID Gov, EDS\u003Cbr \/\u003E\r\nhttps:\/\/petition.kyivcity.gov.ua\/","field_eco_collaboration":"Yes","field_eco_collaboration_ev":"https:\/\/kyivcity.gov.ua\/news\/Kyiv_Smart_City_App_u_kiyevi_proyde_khakaton_dlya_it-fakhivtsiv\/\u003Cbr \/\u003E\r\nhttps:\/\/www.facebook.com\/events\/663264037701675","field_co_codesign":"Yes","field_co_codesign_ev":"The working on the Kyiv Digital city application collaborated with educational platforms that improve skills of UX\/UI designers and developers. \u003Cbr \/\u003E\r\nIn our projects with mentors and students of the platforms \u0026quot;Projector\u0026quot; and \u0026quot;Servis.Co\u0026quot; we co-create new visuals of our old services and got new inspiration for creating some new ones. Based on both results of workshops and users research.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nThe practice of current joint projecting of new digital services is included in the draft Standard of Service for urban digital services, which is in agreement for further conversation of the Kyiv City Council. \u003Cbr \/\u003E\r\n-coordination of purchases with the structural divisions of Kyiv City Council \u003Cbr \/\u003E\r\n-agreements between the utility company and departments of information exchange. Access to registries and systems based on the regulation of systems or decisions of the Kyiv City Council State Administration. ","field_co_userresearch":"No","field_co_userresearch_ev":"","field_co_codesign_dis":"Yes","field_co_codesign_dis_ev":"https:\/\/kyivcity.gov.ua\/pilhy_dovidky_ta_sotsialnyi_zakhyst\/invalidam\/","field_co_webanalitycs":"Yes","field_co_webanalitycs_ev":"Apifigure, firebase, Google\/Apple analytics, ect. Feedback analysis. ","field_co_plan_regrelease":"Yes","field_sup_loc_auth":"No","field_sup_loc_auth_ev":"","field_sup_auth_app":"Yes","field_sup_auth_app_ev":"Kyiv Digital \u003Cbr \/\u003E\r\nhttps:\/\/kyiv.digital\/start\u003Cbr \/\u003E\r\n1551 - https:\/\/apps.apple.com\/us\/app\/1551\/id1467167838","field_sup_auth_proactive":"No","field_sup_auth_proactive_ev":"","field_sup_auth_sdg":"No","field_sup_auth_sdg_ev":"","field_sup_auth_checkproc":"No","field_usa_web_look":"Yes","field_usa_web_look_ev":"Use of a colour palette, same text size and fonts. ","field_usa_web_audiovideo":"Yes","field_usa_web_audiovideo_ev":"Technical support for every digital project (telephone, social media) \u003Cbr \/\u003E\r\n1551- https:\/\/1551.gov.ua\/","field_usa_web_wcag":"Yes","field_usa_web_wcag_ev":"Within the implementation of projects, these recommendations are taken into account at the level of terms of reference and will be available by the end of the year after their publication. ","field_usa_auth_assessment":"","field_usa_auth_assessment_ev":"","field_sec_eid":"Yes","field_sec_control_data":"No","field_sec_control_data_ev":"","field_sec_procedure":"Yes","field_sec_procedure_ev":"For all products related to the processing of personal data, an integrated information protection system is built, which is compulsory certified by the state authority. \u003Cbr \/\u003E\r\nCertified software and hardware complexes for traffic and data encryption are used as protection systems, as well as control over user account management policies. ","field_citi_change_dec":"Yes","field_citi_change_dec_ev":"1551- https:\/\/1551.gov.ua\/\u003Cbr \/\u003E\r\nPetitions: https:\/\/petition.kyivcity.gov.ua\/","field_citi_feedback":"Yes","field_citi_feedback_ev":"We have a large number of communication channels with citizens- technical support, social media pages and hotlines. There is a survey module through which communication takes place with residents regarding the improvement of services, the work of the city government, transport, subway, services in the centre of administrative services. Also negotiated the improvement of urban infrastructure. ","field_ado_transact":"No","field_ado_transact_ev":"","field_ado_publicdata":"No","field_ado_publicdata_ev":"","field_redu_timesaved":"Yes","field_redu_timesaved_ev":"The algorithm for getting a car after its evacuation now takes half an hour instead of half a day in queues. In stead of spending 5-10 minutes in lines at the tickets office buying tickets - though the application, paying for the fare, takes 5 seconds.Instead of looking for a parking meter and paying through it within 5-8 minutes you can pay for parking in three taps through the application. ","field_redu_financesaved":"No","field_redu_financesaved_ev":"","field_sati_servprovision":"Yes","field_sati_servprovision_ev":"Survey in the Kyiv Digital app\u003Cbr \/\u003E\r\nResults of the survey: https:\/\/drive.google.com\/drive\/folders\/10D25sbowTYyalJXJymYJNL6Z8plj083_","field_sati_share2y":"Yes","field_sati_share2y_ev":".Are you satisfied with the Kyiv Digital city application?\u003Cbr \/\u003E\r\n30% Yes, very much! I would even recommend\u003Cbr \/\u003E\r\nthe app to my friends\u003Cbr \/\u003E\r\n52% Yes, I like everything\u003Cbr \/\u003E\r\n17% In general, everything is fine, but sometimes crashes are annoying\u003Cbr \/\u003E\r\n1% No, it is inconvenient for me","field_env_co2":"No","field_env_co2_ev":""},{"title":"Barcelona *","field_00_total_number_emp":"15,000","field_00__total_population":"1,620,000","field_00_total_budget":"3.406.000.000","field_sk_how_many_ict_specialist":"200","field_sk_ict_subcontractors":"1000","field_sk_locauth_pos_serv_des":"No","field_sk_locauth_pos_serv_des_ev":"","field_sk_locauth_training_cs":"No","field_sk_locauth_training_cs_ev":"","field_sk_locauth_train_dscs":"Yes","field_sk_locauth_train_dscs_ev":"ICT training is being provided to ICT specialists in a regular basis. ICT training is also offered to the rest of the organisation employees but it is not mandatory.","field_sk_locauth_training_cit":"Yes","field_sk_locauth_training_cit_ev":"Several ICT training programmes are in place and they cover a wide range of skills (from beginners until experts). These courses are being taught through Barcelona Activa, the Council\u0026#039;s economic development agency under the umbrella of the Cibern\u00e0rium programme. Along these 20 years, Cibern\u00e0rium has scheduled more than 52,000 training sessions attended by 140,000 different people. The impact these sessions have had on users (cibers) is so positive that they value them with an average score of 8.3. \u003Cbr \/\u003E\r\nSee for instance: https:\/\/cibernarium.barcelonactiva.cat\/en\/fem-20-anys;jsessionid=4FBBD6D4441189B675824501A8B2F4F0\u003Cbr \/\u003E\r\nSee for instance https:\/\/www.barcelonactiva.cat\/en\/itacademy\u003Cbr \/\u003E\r\nSee the report for the Cibernarium\u0026#039;s 20th anniversary: https:\/\/cibernarium.barcelonactiva.cat\/documents\/10180\/0\/20years_Cibernarium_ENG_tcm103-51578.pdf\/e993a7a2-4ee0-4238-abfd-c5250d23db07\u003Cbr \/\u003E\r\n","field_st_localauth_digitstra":"Yes","field_st_localauth_digitstra_ev":"Yes, available here: https:\/\/ajuntament.barcelona.cat\/digital\/sites\/default\/files\/mesura_de_govern_intel_ligencia_artificial_eng.pdf","field_st_localauth_cdo":"Yes","field_st_localauth_cdo_ev":"Yes, Mr. Michael Donaldson. https:\/\/ajuntament.barcelona.cat\/es\/organigrama-municipal\/organ\/Comisionado%20de%20Innovaci%C3%B3n%20Digital%2C%20Administraci%C3%B3n%20Electr%C3%B3nica%20y%20Buen%20Gobiern\u003Cbr \/\u003E\r\n","field_st_localauth_serv_stand":"Yes","field_st_localauth_serv_stand_ev":"Yes, available here: https:\/\/www.barcelona.cat\/digitalstandards\/en\/init\/0.1\/index.html","field_st_localauth_serv_guid":"No","field_st_localauth_serv_guid_ev":"","field_st_locaut_serv_guid_mon":"No","field_st_locaut_serv_guid_mon_ev":"","field_st_strat_mention_design":"Yes","field_st_strat_mention_design_ev":"Yes, available here: https:\/\/ajuntament.barcelona.cat\/digital\/sites\/default\/files\/LE_MesuradeGovern_EN_9en.pdf","field_eco_api":"Yes","field_eco_api_ev":"Yes, open data is available through API, for instance. Analytics data available: https:\/\/opendata-ajuntament.barcelona.cat\/en\/analytics","field_eco_eid":"Yes","field_eco_eid_ev":"Yes idCAT, the regional eID module, is fully integrated within online procedures. ","field_eco_collaboration":"Yes","field_eco_collaboration_ev":"Yes through BIT Habitat Foundation through urban challenges. https:\/\/bithabitat.barcelona\/es\/proyectos\/retos-urbanos\/\u003Cbr \/\u003E\r\n","field_co_codesign":"No","field_co_codesign_ev":"","field_co_userresearch":"No","field_co_userresearch_ev":"","field_co_codesign_dis":"No","field_co_codesign_dis_ev":"","field_co_webanalitycs":"No","field_co_webanalitycs_ev":"","field_co_plan_regrelease":"No","field_sup_loc_auth":"Yes","field_sup_loc_auth_ev":"Yes, through the procedure virtual office https:\/\/seuelectronica.ajuntament.barcelona.cat\/oficinavirtual\/es ","field_sup_auth_app":"Yes","field_sup_auth_app_ev":"Yes, Barcelona a la butxaca (i.e. Barcelona in your pocket)","field_sup_auth_proactive":"No","field_sup_auth_proactive_ev":"","field_sup_auth_sdg":"No","field_sup_auth_sdg_ev":"","field_sup_auth_checkproc":"Yes","field_usa_web_look":"Yes","field_usa_web_look_ev":"Same template. For the sake of a example take a look to:\u003Cbr \/\u003E\r\nhttps:\/\/ajuntament.barcelona.cat\/ca\/\u003Cbr \/\u003E\r\nhttps:\/\/seuelectronica.ajuntament.barcelona.cat\/oficinavirtual\/es\u003Cbr \/\u003E\r\nhttps:\/\/www.barcelona.cat\/ca\/\u003Cbr \/\u003E\r\nDifferent domains, same look and feel. \u003Cbr \/\u003E\r\n","field_usa_web_audiovideo":"Yes","field_usa_web_audiovideo_ev":"Since the COVID-19 pandemic outbreak onwards there exist telephone and videoconference assistance for executing main local procedures.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nhttps:\/\/ajuntament.barcelona.cat\/hisenda\/sites\/default\/files\/2021-04\/transcript-video-accessibilitat-visual-castella.pdf\u003Cbr \/\u003E\r\nhttps:\/\/ajuntament.barcelona.cat\/en\/public-communication-chanels\/telephone-communication-channels-citizens\/the-city-council-calls-you\u003Cbr \/\u003E\r\n","field_usa_web_wcag":"Yes","field_usa_web_wcag_ev":"Not all web services are in line with WCAG but we are working on it! see: https:\/\/ajuntament.barcelona.cat\/en\/accessibility","field_usa_auth_assessment":"No","field_usa_auth_assessment_ev":"","field_sec_eid":"Yes","field_sec_control_data":"Yes","field_sec_control_data_ev":"Yes, measures set by GDPR act. ","field_sec_procedure":"Yes","field_sec_procedure_ev":"Non-disclosed internal documents but following what it is said in the national security scheme (national law on cybersecurity for public administrations). ","field_citi_change_dec":"Yes","field_citi_change_dec_ev":"Yes, through an online form on each specific procedure or by using the general form.","field_citi_feedback":"Yes","field_citi_feedback_ev":"See for instance: https:\/\/atencioenlinia.ajuntament.barcelona.cat\/fitxa\/alta?language=ca\u0026amp;style=ciuatada\u0026amp;c1022=20060001211\u0026amp;detall=2266\u0026amp;c530=Autoliquidaci%C3%B3%20de%20l%27impost%20sobre%20l%27increment%20de%20valor%20dels%20terrenys%20de%20naturalesa%20urbana%20(plusv%C3%A0lua)\u0026amp;i=c\u0026amp;origen=portal_tramits\u003Cbr \/\u003E\r\n","field_ado_transact":"","field_ado_transact_ev":"","field_ado_publicdata":"No","field_ado_publicdata_ev":"","field_redu_timesaved":"","field_redu_timesaved_ev":"","field_redu_financesaved":"","field_redu_financesaved_ev":"","field_sati_servprovision":"","field_sati_servprovision_ev":"","field_sati_share2y":"","field_sati_share2y_ev":"","field_env_co2":"No","field_env_co2_ev":""},{"title":"Ghent ","field_00_total_number_emp":"10000","field_00__total_population":"265086","field_00_total_budget":"1000000000","field_sk_how_many_ict_specialist":"183","field_sk_ict_subcontractors":"143","field_sk_locauth_pos_serv_des":"Yes","field_sk_locauth_pos_serv_des_ev":"At least 10 within the organisation","field_sk_locauth_training_cs":"Yes","field_sk_locauth_training_cs_ev":"In the last 3 years, several courses have been set up around Service Design.\u003Cbr \/\u003E\r\nAt least 5  different sessions were given, 67 people were trained.\u003Cbr \/\u003E\r\nExample of courses = \u0026quot;Design Thinking\u0026quot; \/ \u0026quot;Service Design and participation\u0026quot;","field_sk_locauth_train_dscs":"Yes","field_sk_locauth_train_dscs_ev":"ICT-related training in 2022\/2021\/2020:\u003Cbr \/\u003E\r\n- 96 courses in 617 different sessions\u003Cbr \/\u003E\r\n- in total 4.467 people participated in 1 or more courses\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nThe project \u0026quot;Everybody Digital\u0026quot; focusses on courses for our colleagues that are less digitally skilled: https:\/\/stad.gent\/nl\/samenleven-welzijn-gezondheid\/welzijn\/alle-gentenaars-digitaal-mee\/allemaal-digitaal \u003Cbr \/\u003E\r\n","field_sk_locauth_training_cit":"Yes","field_sk_locauth_training_cit_ev":"More info: https:\/\/stad.gent\/en\/city-governance-organisation\/city-policy\/smart-city\/more-smart-city#102540\u003Cbr \/\u003E\r\nIn 2022:\u003Cbr \/\u003E\r\n3.592 habitants of Ghent participated in group-sessions. \u003Cbr \/\u003E\r\nWe organised over 300 sessions\u003Cbr \/\u003E\r\n11.877 individual questions of habitants were answered in our 36 Digipoints (around the city or in individual courses at work\/at home)\u003Cbr \/\u003E\r\nMore info: \u003Cbr \/\u003E\r\nActions towards children and grandparents:\u003Cbr \/\u003E\r\nhttps:\/\/www.digikriebels.be\/over-digikriebels\u003Cbr \/\u003E\r\nTowards elderly people:\u003Cbr \/\u003E\r\nhttps:\/\/activiteitenldc.gent.be\/Activities\/Overview?searchTerm=060EF12C-A0EC-EC11-A2CD-4C52624A75B5\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nCross\u0026amp;Learn article: https:\/\/district09.gent\/nl\/nieuws\/crosslearn-bereikt-doel-van-1000-digi-helpers\u003Cbr \/\u003E\r\n","field_st_localauth_digitstra":"Yes","field_st_localauth_digitstra_ev":"Policy note on digitization \u003Cbr \/\u003E\r\n(dutch: https:\/\/stad.gent\/sites\/default\/files\/media\/documents\/Beleidsnota%20Meer%20dan%20een%20slimme%20stad%202020-2025.pdf )","field_st_localauth_cdo":"No","field_st_localauth_cdo_ev":"","field_st_localauth_serv_stand":"No","field_st_localauth_serv_stand_ev":"","field_st_localauth_serv_guid":"Yes","field_st_localauth_serv_guid_ev":"See policy Note chapter 4.3 \u0026quot;Heerlijk Helder\u0026quot; en KUS 4.1 \u003Cbr \/\u003E\r\nhttps:\/\/stad.gent\/sites\/default\/files\/media\/documents\/Beleidsnota%20Publiekszaken%202020-2025.pdf \u003Cbr \/\u003E\r\n\u0026quot;KUS\u201d stands for \u201ccustomer oriented\u201d-\u201cunique\u201d-\u201csimple\u201d and is a required revision on any new (and changing) piece of city regulation and form. The \u0026#039;public service\u2019 agency is responsible for this enforcement. \u003Cbr \/\u003E\r\n\u201cHeerlijk Helder\u201d is our guidelines from the communication-service that stipulates the principles on simple language used in forms and\/or letters.\u003Cbr \/\u003E\r\n","field_st_locaut_serv_guid_mon":"Yes","field_st_locaut_serv_guid_mon_ev":" See policy Note chapter 4.3 \u0026quot;Heerlijk Helder\u0026quot; en KUS 4.1 \u003Cbr \/\u003E\r\nhttps:\/\/stad.gent\/sites\/default\/files\/media\/documents\/Beleidsnota%20Publiekszaken%202020-2025.pdf \u003Cbr \/\u003E\r\n\u0026quot;KUS\u201d stands for \u201ccustomer oriented\u201d-\u201cunique\u201d-\u201csimple\u201d and is a required revision on any new (and changing) piece of city regulation and form. The \u0026#039;public service\u2019 agency is responsible for this enforcement. \u003Cbr \/\u003E\r\n\u201cHeerlijk Helder\u201d is our guidelines from the communication-service that stipulates the principles on simple language used in forms and\/or letters.\u003Cbr \/\u003E\r\n","field_st_strat_mention_design":"Yes","field_st_strat_mention_design_ev":"see policy note on digitization and \u0026quot;smart city\u0026quot;:\u003Cbr \/\u003E\r\nhttps:\/\/stad.gent\/sites\/default\/files\/media\/documents\/Beleidsnota%20Meer%20dan%20een%20slimme%20stad%202020-2025.pdf","field_eco_api":"Yes","field_eco_api_ev":"We have at least 6 identified customers; but many more that are non-identified: Citizen Lab; Planon; Mendix; Borders (Deurwaarders); Police; Fire brigade. \u003Cbr \/\u003E\r\nWe unlock our APIs via our API gateway. This information is accessible from external systems, provided they have the necessary security credentials. We look up our customers by looking at our gateway for whom all security has been set up.\u003Cbr \/\u003E\r\nWe disclose publicly accessible, non-privacy sensitive information via our Open data portal. Anyone can access this data without authenticating, we have no figures for this in terms of the number of customers.","field_eco_eid":"Yes","field_eco_eid_ev":"yes modules with e-id reader + building block on the federal and regional level such as \u0026quot;Mijn Burgerprofiel\u0026quot; \/ e-box \u003Cbr \/\u003E\r\nhttps:\/\/www.vvsg.be\/kennisitem\/vvsg\/bouwstenen ","field_eco_collaboration":"Yes","field_eco_collaboration_ev":"hackathon: https:\/\/www.collectie.gent\/kalender\/hackathon \u003Cbr \/\u003E\r\n\u0026quot;apps for ghent\u0026quot;: https:\/\/persruimte.stad.gent\/145097-apps-for-ghent-zkt-sportieve-digitale-talenten ","field_co_codesign":"Yes","field_co_codesign_ev":"Standard item in our research reports on digitisation projects. \u003Cbr \/\u003E\r\nWe habitually carry out user testing and UX-testing at the development and design phase of our digital services. \u003Cbr \/\u003E\r\nIt is included as a standard chapter and requirement in the research reports that have to be approved in order to get the financial means for digitisation projects in the City.\u003Cbr \/\u003E\r\n","field_co_userresearch":"No","field_co_userresearch_ev":"","field_co_codesign_dis":"Yes","field_co_codesign_dis_ev":"As stated in the policy note on \u0026quot;equal opportunities\u0026quot;\u003Cbr \/\u003E\r\nhttps:\/\/stad.gent\/sites\/default\/files\/media\/documents\/Beleidsnota%20Gelijke%20Kansen%20en%20Welzijn%202020-2025.pdf \u003Cbr \/\u003E\r\nhttps:\/\/www.kenniscentrumvlaamsesteden.be\/overhetkenniscentrum\/Documents\/Jaarverslag2020\/2020%20presentatie%20GKM%20StadsgenotenL.pdf \u003Cbr \/\u003E\r\nhttps:\/\/stad.gent\/nl\/over-gent-stadsbestuur\/over-gent\/werken-aan-een-toegankelijk-gent ","field_co_webanalitycs":"Yes","field_co_webanalitycs_ev":"We use google analytics, data studio, Hotjar and many more techniques to analyse the online search patterns of our users; \u003Cbr \/\u003E\r\nhttps:\/\/lookerstudio.google.com\/u\/0\/reporting\/0B8iIkoyVEzzJU01ST0J2bVZJczA\/page\/1M \u003Cbr \/\u003E\r\nhttps:\/\/mia.gent.be\/ufc\/file2\/digipolis_sites\/548c08ef6ad7e5fa7ebaef319866fb6e\/aa61d34ecd195278f170527eeab12ebb\/pr\/Checklist_meten_en_evalueren.pdf\u003Cbr \/\u003E\r\n","field_co_plan_regrelease":"No","field_sup_loc_auth":"Yes","field_sup_loc_auth_ev":"We estimate that around 75% of our services are provided online.","field_sup_auth_app":"No","field_sup_auth_app_ev":"","field_sup_auth_proactive":"Yes","field_sup_auth_proactive_ev":"https:\/\/stad.gent\/nl\/over-gent-stadsbestuur\/dienstverlening\/proactieve-dienstverlening-gent \u003Cbr \/\u003E\r\nhttps:\/\/district09.gent\/nl\/nieuws\/inzetten-op-proactieve-dienstverlening-met-slimme-databevraging \u003Cbr \/\u003E\r\n","field_sup_auth_sdg":"Yes","field_sup_auth_sdg_ev":"All the required information was fulfilled by the imposed deadline in December 2022. \u003Cbr \/\u003E\r\nWe\u2019ve followed the instructions and process of the Flemish administration. On this page you can read more about the design that Ghent also implemented. https:\/\/www.vvsg.be\/nieuws\/singledigitalgateway21\u003Cbr \/\u003E\r\nToday we have 50 \u0026#039;Ghent\u0026#039; products in the LPDC following the SDGR. (Next week another 7 will be added from the Party and Ambulatory Trade Service)\u003Cbr \/\u003E\r\nYou can consult them via this link\u00a0Product catalog Flanders - Ghent. You will then end up in the product catalog of Flanders where you can consult all LPDC files of the local authorities.\u003Cbr \/\u003E\r\n\u2022 General info about SDGR information obligation from Flanders\u003Cbr \/\u003E\r\nhttps:\/\/localadministration.vlaanderen.be\/sdg-locale-beleiden\u003Cbr \/\u003E\r\nhttps:\/\/localadministration.vlaanderen.be\/informatieobligation-single-digital-gateway\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nInternally, we have a project group\/editorial board that coordinates and implements the roll-out of the SDGR information obligation.\u003Cbr \/\u003E\r\n","field_sup_auth_checkproc":"Yes","field_usa_web_look":"Yes","field_usa_web_look_ev":"We have our own graphic charter\u003Cbr \/\u003E\r\nhttps:\/\/stad.gent\/nl\/over-gent-stadsbestuur\/over-gent\/gent-promoten\/huisstijl-van-de-stad-gent\u003Cbr \/\u003E\r\nhttps:\/\/stad.gent\/sites\/default\/files\/page\/documents\/20180315_DO_HuisstijlgidsStadGent-Quickguide_0.pdf ","field_usa_web_audiovideo":"No","field_usa_web_audiovideo_ev":"","field_usa_web_wcag":"Yes","field_usa_web_wcag_ev":"All of our public webpages are WCAG-compliant. \u003Cbr \/\u003E\r\nhttps:\/\/stad.gent\/nl\/toegankelijkheidsverklaring-stad-gent \u003Cbr \/\u003E\r\n","field_usa_auth_assessment":"Yes","field_usa_auth_assessment_ev":"We habitually carry out user testing and UX-testing at the development and design phase of our services. \u003Cbr \/\u003E\r\nFor example when we launched \u0026quot;MyGhent\u0026quot; we did user testing on how the authentication-process was seen by users.\u003Cbr \/\u003E\r\n(internal pages: https:\/\/mia.gent.be\/dw_site\/9b2a063b72ba657ef6e810bf0edf9b33.php)","field_sec_eid":"Yes","field_sec_control_data":"Yes","field_sec_control_data_ev":"- An online overview on which data is uses by the City in several services:\u003Cbr \/\u003E\r\nhttps:\/\/verwerkingsregister.stad.gent\/\u003Cbr \/\u003E\r\n- A privacy disclaimer:\u003Cbr \/\u003E\r\nhttps:\/\/stad.gent\/nl\/met-respect-voor-je-privacy\u003Cbr \/\u003E\r\n- Contact with DPO through an online form ","field_sec_procedure":"Yes","field_sec_procedure_ev":"Customised based on NIST framework, CIS controls with risk assessments, principles, policies, etc. \u003Cbr \/\u003E\r\n(internal doc https:\/\/mia.gent.be\/ufc\/file2\/digipolis_sites\/01869046bda30059c77269d3e220aeb9\/93ebb8df5ec692931353d883eec484d4\/pr\/20220531_-_Policy_-_Endpoint_Security.pdf)","field_citi_change_dec":"Yes","field_citi_change_dec_ev":"There is a central complaint-service. See 7.4 in the policy note: https:\/\/stad.gent\/sites\/default\/files\/media\/documents\/Beleidsnota%20Publiekszaken%202020-2025.pdf\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nhttps:\/\/stad.gent\/nl\/contact-meldpunten ","field_citi_feedback":"Yes","field_citi_feedback_ev":"For example:\u003Cbr \/\u003E\r\nhttps:\/\/stad.gent\/eenvoudiger\u003Cbr \/\u003E\r\nand on most webpages of our city, there is a question on the bottom of the page: \u0026quot;did you find what you were looking for, can we help you...\u0026quot; Users can provide feedback through there as well.","field_ado_transact":"Yes","field_ado_transact_ev":"We don\u0026#039;t have an overall percentage on this, but we would estimate this around 70%.\u003Cbr \/\u003E\r\nSome services are even much higher, for example some of our climate-services and subsidies, or the tool to get permissions for the use of public spaces are solely available online; \u003Cbr \/\u003E\r\nAlso our egov-flow services (for several official documents) get over 90% of the transactions.","field_ado_publicdata":"No","field_ado_publicdata_ev":"","field_redu_timesaved":"No","field_redu_timesaved_ev":"","field_redu_financesaved":"No","field_redu_financesaved_ev":"","field_sati_servprovision":"Yes","field_sati_servprovision_ev":"at the Social Service-department we do a staisfaction measurement every 2 years \u003Cbr \/\u003E\r\nOCMW: https:\/\/stad.gent\/nl\/samenleven-welzijn-gezondheid\/ocmw-gent\/over-het-ocmw-en-contact\/tevredenheidsmeting-ocmw-gent\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nAlso at our Public service we\u0026#039;ve done a broad investigation: https:\/\/knightmoves.be\/werk\/stad-gent ","field_sati_share2y":"Yes","field_sati_share2y_ev":"The score last time was 8,1\/10\u003Cbr \/\u003E\r\n https:\/\/stad.gent\/nl\/samenleven-welzijn-gezondheid\/ocmw-gent\/over-het-ocmw-en-contact\/tevredenheidsmeting-ocmw-gent\u003Cbr \/\u003E\r\n","field_env_co2":"","field_env_co2_ev":""},{"title":"Utrecht","field_00_total_number_emp":"4.768 FTE \/ \t5.207 employees","field_00__total_population":"361.699","field_00_total_budget":"","field_sk_how_many_ict_specialist":"","field_sk_ict_subcontractors":"","field_sk_locauth_pos_serv_des":"Yes","field_sk_locauth_pos_serv_des_ev":"2 UX experts and appriximately 15 employees work on user experience and customer journeys ","field_sk_locauth_training_cs":"Yes","field_sk_locauth_training_cs_ev":"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.  ","field_sk_locauth_train_dscs":"Yes","field_sk_locauth_train_dscs_ev":"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. ","field_sk_locauth_training_cit":"Yes","field_sk_locauth_training_cit_ev":"https:\/\/digitaalhuisutrecht.nl\/","field_st_localauth_digitstra":"Yes","field_st_localauth_digitstra_ev":"https:\/\/www.utrecht.nl\/bestuur-en-organisatie\/utrecht-gezonde-stad-van-en-voor-iedereen\/digitale-stad\/","field_st_localauth_cdo":"Yes","field_st_localauth_cdo_ev":"At the moment this possition is filled by the CIO","field_st_localauth_serv_stand":"Yes","field_st_localauth_serv_stand_ev":"https:\/\/www.utrecht.nl\/over-deze-website\/servicenormen\/","field_st_localauth_serv_guid":"Yes","field_st_localauth_serv_guid_ev":"Gemeente Utrecht signed the \u0026quot;Direct Duidelijk deal\u0026quot; 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\/","field_st_locaut_serv_guid_mon":"Yes","field_st_locaut_serv_guid_mon_ev":"https:\/\/nl-design-system.github.io\/utrecht\/","field_st_strat_mention_design":"Yes","field_st_strat_mention_design_ev":"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\u0026amp;text=De%20gemeente%20Utrecht%20gaat%20de,van%20wederzijds%20respect%20en%20vertrouwen.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nAnd document \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nhttps:\/\/utrecht.bestuurlijkeinformatie.nl\/Agenda\/Document\/939ecdc2-b33a-4aee-8531-e4beb75db565?documentId=162a5461-005a-4726-a01b-6d7423ea337b\u0026amp;agendaItemId=b26b726a-d82a-4690-953e-f84848088a4d","field_eco_api":"Yes","field_eco_api_ev":"We have countless of API\u0026#039;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 ","field_eco_eid":"Yes","field_eco_eid_ev":"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","field_eco_collaboration":"Yes","field_eco_collaboration_ev":"https:\/\/signalen.org\/\u003Cbr \/\u003E\r\nhttps:\/\/commonground.nl\/groups\/view\/978adf62-97f2-4955-87cc-7fee0cd238e0\/team-virtuele-assistent-gem\u003Cbr \/\u003E\r\nhttps:\/\/commonground.nl\/\u003Cbr \/\u003E\r\nhttps:\/\/www.dimpact.nl\/klantinteractie-servicesysteem\u003Cbr \/\u003E\r\nhttps:\/\/nldesignsystem.nl\/\u003Cbr \/\u003E\r\nand many more","field_co_codesign":"Yes","field_co_codesign_ev":"https:\/\/signalen.org\/\u003Cbr \/\u003E\r\nhttps:\/\/commonground.nl\/groups\/view\/978adf62-97f2-4955-87cc-7fee0cd238e0\/team-virtuele-assistent-gem\u003Cbr \/\u003E\r\nhttps:\/\/commonground.nl\/\u003Cbr \/\u003E\r\nhttps:\/\/www.dimpact.nl\/klantinteractie-servicesysteem\u003Cbr \/\u003E\r\nhttps:\/\/nldesignsystem.nl\/","field_co_userresearch":"","field_co_userresearch_ev":"","field_co_codesign_dis":"","field_co_codesign_dis_ev":"","field_co_webanalitycs":"Yes","field_co_webanalitycs_ev":"We use web stats to improve the quality of the online services. https:\/\/utrecht.incijfers.nl\/jive\/","field_co_plan_regrelease":"Yes","field_sup_loc_auth":"Yes","field_sup_loc_auth_ev":"Online loket - Online loket (utrecht.nl)","field_sup_auth_app":"No","field_sup_auth_app_ev":"","field_sup_auth_proactive":"","field_sup_auth_proactive_ev":"","field_sup_auth_sdg":"No","field_sup_auth_sdg_ev":"https:\/\/www.nederlandwereldwijd.nl\/regelen-in-nederland\/paspoort-aanvragen-of-verlengen-in-nederland\/gemeente-utrecht\u003Cbr \/\u003E\r\nhttps:\/\/www.nederlandwereldwijd.nl\/regelen-in-nederland\/paspoort-aanvragen-of-verlengen-in-nederland\/gemeente-utrecht","field_sup_auth_checkproc":"","field_usa_web_look":"No","field_usa_web_look_ev":"","field_usa_web_audiovideo":"Yes","field_usa_web_audiovideo_ev":"https:\/\/www.utrecht.nl\/contact\/","field_usa_web_wcag":"Yes","field_usa_web_wcag_ev":"https:\/\/www.utrecht.nl\/over-deze-website\/toegankelijkheid-van-deze-website\/","field_usa_auth_assessment":"No","field_usa_auth_assessment_ev":"","field_sec_eid":"Yes","field_sec_control_data":"Yes","field_sec_control_data_ev":"https:\/\/www.utrecht.nl\/bestuur-en-organisatie\/privacy\/\u003Cbr \/\u003E\r\nhttps:\/\/www.utrecht.nl\/bestuur-en-organisatie\/privacy\/register-verwerkingen\/","field_sec_procedure":"Yes","field_sec_procedure_ev":"https:\/\/www.utrecht.nl\/bestuur-en-organisatie\/privacy\/register-verwerkingen\/","field_citi_change_dec":"Yes","field_citi_change_dec_ev":"https:\/\/www.utrecht.nl\/contact\/melding-klacht-bezwaar\/","field_citi_feedback":"Yes","field_citi_feedback_ev":"https:\/\/www.utrecht.nl\/contact\/melding-klacht-bezwaar\/dat-kan-beter\/","field_ado_transact":"Yes","field_ado_transact_ev":"https:\/\/utrecht.incijfers.nl\/dashboard\/thema\/publieksdienstverlening\/","field_ado_publicdata":"Yes","field_ado_publicdata_ev":"https:\/\/data.utrecht.nl\/dataset\/indicatoren-tevredenheid-dienstverlening-tevredenheid-dienstverlening-","field_redu_timesaved":"No","field_redu_timesaved_ev":"","field_redu_financesaved":"No","field_redu_financesaved_ev":"","field_sati_servprovision":"Yes","field_sati_servprovision_ev":"https:\/\/data.utrecht.nl\/dataset\/indicatoren-tevredenheid-dienstverlening-tevredenheid-dienstverlening-","field_sati_share2y":"No","field_sati_share2y_ev":"","field_env_co2":"","field_env_co2_ev":""},{"title":"Arezzo","field_00_total_number_emp":"564","field_00__total_population":"97642","field_00_total_budget":"180.000.000","field_sk_how_many_ict_specialist":"7","field_sk_ict_subcontractors":"20","field_sk_locauth_pos_serv_des":"No","field_sk_locauth_pos_serv_des_ev":"","field_sk_locauth_training_cs":"No","field_sk_locauth_training_cs_ev":"","field_sk_locauth_train_dscs":"No","field_sk_locauth_train_dscs_ev":"","field_sk_locauth_training_cit":"Yes","field_sk_locauth_training_cit_ev":"The \u201cDigital Grandparents\u201d (https:\/\/www.facebook.com\/watch\/?v=1740527676329087) project aims to facilitate access to online services and other digital tools to the over 65s.\u003Cbr \/\u003E\r\nNumber of people trained: 60.","field_st_localauth_digitstra":"Yes","field_st_localauth_digitstra_ev":"DUP - Documento Unico di Programmazione 2022\/2025: https:\/\/www.comune.arezzo.it\/sites\/default\/files\/allegato_a_dup_ses_2022_2025.pdf\u003Cbr \/\u003E\r\n","field_st_localauth_cdo":"Yes","field_st_localauth_cdo_ev":"With the Municipality Act n. 144 \/2018, the General Secretary has been appointed Responsible for Digital Transaction (RTD).\u003Cbr \/\u003E\r\nThe Responsible for Digital Transaction (RTD) is a managerial figure who reports directly to the top management of the institution (for example, in a Municipality, he reports to the Mayor) and who, in essence, sums up the skills and competences of Innovation Manager and the Chief Digital Officer.\u003Cbr \/\u003E\r\nThe Responsible for Digital Transaction (RTD) is therefore a top management figure within the administration with technological, IT-legal and organizational skills and who has powers of impulse and coordination in the path of simplification and inclusive growth of the Public Administrations. Its mission is to innovate internal processes and procedures but always with a particular focus on the renewal of interactions with citizens to restore transparency, immediacy and usable and open services.","field_st_localauth_serv_stand":"No","field_st_localauth_serv_stand_ev":"","field_st_localauth_serv_guid":"Yes","field_st_localauth_serv_guid_ev":"2022 AGID guidelines for PA digital services design (https:\/\/www.agid.gov.it\/sites\/default\/files\/repository_files\/design-linee-guida-docs.pdf)","field_st_locaut_serv_guid_mon":"No","field_st_locaut_serv_guid_mon_ev":"","field_st_strat_mention_design":"","field_st_strat_mention_design_ev":"","field_eco_api":"","field_eco_api_ev":"","field_eco_eid":"Yes","field_eco_eid_ev":"It is moving to the centralized National Resident Population Registry (ANPR) and integrating: \u003Cbr \/\u003E\r\n- PagoPA, the Public Administration payment platform, with all online and offline services to citizens\u003Cbr \/\u003E\r\n- SPID, the single digital identity system\u003Cbr \/\u003E\r\nIt is conveying all digital services on the IO public service App, issuing thse Electronic Identity Card (CIE) to all citizens and using open software, shared infrastructures and cloud services. \u003Cbr \/\u003E\r\n","field_eco_collaboration":"No","field_eco_collaboration_ev":"","field_co_codesign":"No","field_co_codesign_ev":"","field_co_userresearch":"No","field_co_userresearch_ev":"","field_co_codesign_dis":"No","field_co_codesign_dis_ev":"","field_co_webanalitycs":"Yes","field_co_webanalitycs_ev":"Web Analytics provided by AgID Italia: https:\/\/webanalytics.italia.it\/","field_co_plan_regrelease":"No","field_sup_loc_auth":"","field_sup_loc_auth_ev":"Approx. 40% of services are actually provided fully on-line. A complete list can be consulted on https:\/\/elencoservizi.comune.arezzo.it\/.","field_sup_auth_app":"No","field_sup_auth_app_ev":"","field_sup_auth_proactive":"No","field_sup_auth_proactive_ev":"IO public service App\u003Cbr \/\u003E\r\n","field_sup_auth_sdg":"No","field_sup_auth_sdg_ev":"Access to all online services in Arezzo is possible using SPID (Italian national eID), that is compliant with eIDAS requirement.","field_sup_auth_checkproc":"No","field_usa_web_look":"Yes","field_usa_web_look_ev":"AgID directive provides the municipalities with the needed standards: https:\/\/designers.italia.it\/modello\/comuni\/.","field_usa_web_audiovideo":"Yes","field_usa_web_audiovideo_ev":"Unico Live (https:\/\/www.youtube.com\/watch?v=v7QcGVKXKls) guarantees citizens access to the services of the Sportello Unico, such as TARI, IMU and change of residence requests, through qualified online consultancy provided by the staff of the Municipality of Arezzo. The service is carried out via videoconference and the exchange of forms, which if needed, can be send via email or WhatsApp.","field_usa_web_wcag":"Yes","field_usa_web_wcag_ev":"AgID accessibility declaration: https:\/\/form.agid.gov.it\/view\/3ffad0b4-edc0-4e6d-8825-1992218c4608\/. \u003Cbr \/\u003E\r\n","field_usa_auth_assessment":"No","field_usa_auth_assessment_ev":"","field_sec_eid":"Yes","field_sec_control_data":"Yes","field_sec_control_data_ev":"Municipality of Arezzo privacy policy: https:\/\/www.comune.arezzo.it\/privacy-policy.","field_sec_procedure":"Yes","field_sec_procedure_ev":"Wiki.comune.arezzo.it ","field_citi_change_dec":"No","field_citi_change_dec_ev":"","field_citi_feedback":"No","field_citi_feedback_ev":"","field_ado_transact":"Yes","field_ado_transact_ev":"When a new service is online, we always record a significant decrease of the tournout at the physical desk and often employees are diverted to service management with huge time savings and speeding up the completion of the practices; approx. 70% of the practices are completed online.","field_ado_publicdata":"No","field_ado_publicdata_ev":"","field_redu_timesaved":"No","field_redu_timesaved_ev":"","field_redu_financesaved":"No","field_redu_financesaved_ev":"","field_sati_servprovision":"No","field_sati_servprovision_ev":"","field_sati_share2y":"","field_sati_share2y_ev":"","field_env_co2":"","field_env_co2_ev":""},{"title":"Porto ","field_00_total_number_emp":"Number of employees at the local authority (CMP) by 2022: 4437","field_00__total_population":"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","field_00_total_budget":"2023: 385M\u20ac ; 2022: 319M\u20ac; 2021: 328M\u20ac; 2020:315M\u20ac","field_sk_how_many_ict_specialist":"97","field_sk_ict_subcontractors":"20","field_sk_locauth_pos_serv_des":"Yes","field_sk_locauth_pos_serv_des_ev":"Positions such as Service Designers or UX\/UI are part of Porto Digital Team. \u003Cbr \/\u003E\r\nWe have now 2 UX\/UI and 2 Service Designers\/Design thinking experts.","field_sk_locauth_training_cs":"Yes","field_sk_locauth_training_cs_ev":"We are providing training on innovation (more precisely design thinking and service design) for municipal employees, having reached the following milestones: \u003Cbr \/\u003E\r\n. 40 sessions occurred;\u003Cbr \/\u003E\r\n. these sessions registered more than 650 participants.","field_sk_locauth_train_dscs":"Yes","field_sk_locauth_train_dscs_ev":"From 2020 to 2022 the local authority provided the following training on ICT to employees: \u003Cbr \/\u003E\r\n2020: 22 training sessions (about 885 hours) \u003Cbr \/\u003E\r\n2021: 87 training sessions (about 3.844 hours)\u003Cbr \/\u003E\r\n2022: 93 training sessions (about 5.940 hours)","field_sk_locauth_training_cit":"No","field_sk_locauth_training_cit_ev":"","field_st_localauth_digitstra":"Yes","field_st_localauth_digitstra_ev":"It is possible to find Porto Digital\u0026#039;s digital strategy here: https:\/\/www.portodigital.pt\/wp-content\/uploads\/2021\/09\/APD-Plano-Estrategico-Geral-2020-2022_vPublic-1.pdf ","field_st_localauth_cdo":"Yes","field_st_localauth_cdo_ev":"Paulo Cal\u00e7ada ( https:\/\/www.linkedin.com\/in\/pcalcada\/ )","field_st_localauth_serv_stand":"","field_st_localauth_serv_stand_ev":"Under development","field_st_localauth_serv_guid":"","field_st_localauth_serv_guid_ev":"Under Development","field_st_locaut_serv_guid_mon":"","field_st_locaut_serv_guid_mon_ev":"Under Development","field_st_strat_mention_design":"Yes","field_st_strat_mention_design_ev":"In our digital strategy (available through the link shared in this section\u0026#039;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.\u003Cbr \/\u003E\r\nAn 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 ","field_eco_api":"Yes","field_eco_api_ev":"NGSI-LD CEF\u0026#039;s Context Broker for making available real-time data","field_eco_eid":"Yes","field_eco_eid_ev":"NGSI-LD CEF\u0026#039;s Context Broker for making available real-time data and de eID platform (OpenAauth\/OpenID) for citizens authentication on digital services.","field_eco_collaboration":"Yes","field_eco_collaboration_ev":"There are two relevant initiatives to support and accelerate the innovation ecosystem: \u003Cbr \/\u003E\r\n- Hackacity (https:\/\/hackacity.eu\/)\u003Cbr \/\u003E\r\n- Call for activities (https:\/\/convocatoriaaberta.porto.digital\/)","field_co_codesign":"Yes","field_co_codesign_ev":"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\/","field_co_userresearch":"Yes","field_co_userresearch_ev":"Once a year a feedback session for projects with higher impact and reach (such as Cart\u00e3o Porto. and Explore Porto) is conducted with relevant stakeholders\/users. \u003Cbr \/\u003E\r\n+ info: Cart\u00e3o Porto. (https:\/\/cartao.porto.pt\/) and Explore Porto (https:\/\/explore.porto.pt\/)","field_co_codesign_dis":"Yes","field_co_codesign_dis_ev":"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 Campanh\u00e3 (an area of the city known for economic and social issues), using technology to promote inclusion (socially and digitally) and improve these people\u0026#039;s quality of life.\u003Cbr \/\u003E\r\nMore information: https:\/\/communicity-project.eu\/cities\/#porto","field_co_webanalitycs":"No","field_co_webanalitycs_ev":"","field_co_plan_regrelease":"Yes","field_sup_loc_auth":"Yes","field_sup_loc_auth_ev":"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.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nWhichever the chosen channel, the Townsman Office works with the remaining municipal services, offers a competent, adequate and personalised response to every question or request.","field_sup_auth_app":"No","field_sup_auth_app_ev":"","field_sup_auth_proactive":"Yes","field_sup_auth_proactive_ev":"The water supply company monitors leaks in the water system and automatically sends warnings to citizens when some unusual water consumption is detected. ","field_sup_auth_sdg":"No","field_sup_auth_sdg_ev":"Meeting these requirements is \u201cAMA - Ag\u00eancia para a Moderniza\u00e7\u00e3o Administrativa\u201d (Agency for Administrative Modernization) responsability. \u003Cbr \/\u003E\r\nFurther information: https:\/\/eportugal.gov.pt\/en-GB\/noticias\/lancado-portal-digital-unico-com-toda-a-informacao-para-cidadaos-e-empresas-da-europa. AMA being in compliance all other authorities must be as well. ","field_sup_auth_checkproc":"Yes","field_usa_web_look":"Yes","field_usa_web_look_ev":"We are now implementing a design system.","field_usa_web_audiovideo":"Yes","field_usa_web_audiovideo_ev":"The \u0026quot;Linha Porto\u0026quot; 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.\u003Cbr \/\u003E\r\nFurther info: https:\/\/www.cm-porto.pt\/linha-porto.","field_usa_web_wcag":"No","field_usa_web_wcag_ev":"","field_usa_auth_assessment":"No","field_usa_auth_assessment_ev":"","field_sec_eid":"Yes","field_sec_control_data":"Yes","field_sec_control_data_ev":"Yes, through \u0026quot;Portal do municipe\u0026quot; and by being in compliance with RGPD  \u003Cbr \/\u003E\r\n+ info: https:\/\/portaldomunicipe.cm-porto.pt\/home","field_sec_procedure":"No","field_sec_procedure_ev":"","field_citi_change_dec":"Yes","field_citi_change_dec_ev":"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.\u003Cbr \/\u003E\r\n+ info: https:\/\/portaldomunicipe.cm-porto.pt\/home","field_citi_feedback":"Yes","field_citi_feedback_ev":"Has answered before the Townsman Office has an integrated multichannel service (online, phone and face-to-face).\u003Cbr \/\u003E\r\n+ info: https:\/\/portaldomunicipe.cm-porto.pt\/homePortal do municipe e Linha de apoio  Linha Porto.(https:\/\/www.cm-porto.pt\/linha-porto)","field_ado_transact":"No","field_ado_transact_ev":"","field_ado_publicdata":"No","field_ado_publicdata_ev":"","field_redu_timesaved":"","field_redu_timesaved_ev":"","field_redu_financesaved":"Yes","field_redu_financesaved_ev":"Under development","field_sati_servprovision":"No","field_sati_servprovision_ev":"","field_sati_share2y":"","field_sati_share2y_ev":"","field_env_co2":"","field_env_co2_ev":""},{"title":"Riga ","field_00_total_number_emp":"5500","field_00__total_population":"614618","field_00_total_budget":"1.15 bn EUR","field_sk_how_many_ict_specialist":"100","field_sk_ict_subcontractors":"50","field_sk_locauth_pos_serv_des":"No","field_sk_locauth_pos_serv_des_ev":"","field_sk_locauth_training_cs":"No","field_sk_locauth_training_cs_ev":"","field_sk_locauth_train_dscs":"Yes","field_sk_locauth_train_dscs_ev":"Yes, Riga digital agency provides regular training to its ~100 employees including providing access to an e-learning platform where employees can select courses that interest them.","field_sk_locauth_training_cit":"No","field_sk_locauth_training_cit_ev":"","field_st_localauth_digitstra":"Yes","field_st_localauth_digitstra_ev":"Yes, Riga digital agency is an organization underneath the Riga city council that is responsible for municipal digital transformation and the provision of innovative, high-quality, and secure ICT products and services. Currently, the Riga city council has a new medium-term digital transformation strategy for 2022-2024, which is synchronized with the development of priorities of the Riga Development Program 2021\u20132027 and the overall Riga Sustainable Development Strategy 2030. In addition to this Riga digital agency also develops a yearly short-term digital strategy for the Riga city council.","field_st_localauth_cdo":"Yes","field_st_localauth_cdo_ev":"Yes, Riga city council has a Chief Digital Officer that leads Riga digital agency and ~100 of its employees.","field_st_localauth_serv_stand":"Yes","field_st_localauth_serv_stand_ev":"Yes, Latvia has regulations of Minister Cabinet Nr. 402 for \u0026quot;public sector e-services\u0026quot; that we follow. https:\/\/likumi.lv\/ta\/id\/292261-valsts-parvaldes-e-pakalpojumu-noteikumi. However, we don\u0026#039;t have an internal one.","field_st_localauth_serv_guid":"No","field_st_localauth_serv_guid_ev":"","field_st_locaut_serv_guid_mon":"No","field_st_locaut_serv_guid_mon_ev":"","field_st_strat_mention_design":"Yes","field_st_strat_mention_design_ev":"Yes, user experience is one of the success metrics inside our digital transformation strategy.","field_eco_api":"Yes","field_eco_api_ev":"Yes, we have over 200 data-sharing agreements (mainly between the public sector) using various ICT systems, services, and data transfer ways, we also have 5 ODATA open data API services.","field_eco_eid":"Yes","field_eco_eid_ev":"Yes, the most common is the national identity identification system (eID).","field_eco_collaboration":"Yes","field_eco_collaboration_ev":"Cooperation with the start-up ecosystem is mostly handled by Riga City Council Investment and Tourism Agency, as well as the City Development Department. We have several financial mechanisms that fund start-up ecosystem organizations, as well as incubation and acceleration programs. We are also in the process of developing a start-up sandbox concept for more coordinated cooperation with individual start-ups. We spend around 200,000 EUR on this annually.\u003Cbr \/\u003E\r\nIn addition to that, we have smart city solution pilot territories in the city where we work with companies to test innovative solutions in an urban environment. Riga City also takes an active part in various hackathons and incubators that are organized by local partners.","field_co_codesign":"No","field_co_codesign_ev":"","field_co_userresearch":"No","field_co_userresearch_ev":"","field_co_codesign_dis":"No","field_co_codesign_dis_ev":"","field_co_webanalitycs":"No","field_co_webanalitycs_ev":"","field_co_plan_regrelease":"No","field_sup_loc_auth":"Yes","field_sup_loc_auth_ev":"Yes, all of the services (100%) are available online unless of system failure in which case the service is carried out by the paper.","field_sup_auth_app":"No","field_sup_auth_app_ev":"","field_sup_auth_proactive":"No","field_sup_auth_proactive_ev":"","field_sup_auth_sdg":"No","field_sup_auth_sdg_ev":"","field_sup_auth_checkproc":"No","field_usa_web_look":"No","field_usa_web_look_ev":"","field_usa_web_audiovideo":"No","field_usa_web_audiovideo_ev":"","field_usa_web_wcag":"No","field_usa_web_wcag_ev":"","field_usa_auth_assessment":"No","field_usa_auth_assessment_ev":"","field_sec_eid":"Yes","field_sec_control_data":"Yes","field_sec_control_data_ev":"Yes, but this has to be requested manually. We do not have an automated solution for this.","field_sec_procedure":"Yes","field_sec_procedure_ev":"Yes, we have over 15 internal documents on measures, practices, or procedures on ICT security, including ICT security strategy, cyber security and system restoration procedures, ICT security guidelines, and much more. They are developed with the help of the Riga center for data protection and ICT security and implemented by Riga digital agency.","field_citi_change_dec":"No","field_citi_change_dec_ev":"","field_citi_feedback":"No","field_citi_feedback_ev":"","field_ado_transact":"No","field_ado_transact_ev":"","field_ado_publicdata":"No","field_ado_publicdata_ev":"","field_redu_timesaved":"No","field_redu_timesaved_ev":"","field_redu_financesaved":"No","field_redu_financesaved_ev":"","field_sati_servprovision":"No","field_sati_servprovision_ev":"","field_sati_share2y":"No","field_sati_share2y_ev":"","field_env_co2":"","field_env_co2_ev":""},{"title":"Olesa de Montserrat","field_00_total_number_emp":"233","field_00__total_population":"24272","field_00_total_budget":"25153103","field_sk_how_many_ict_specialist":"4","field_sk_ict_subcontractors":"2","field_sk_locauth_pos_serv_des":"No","field_sk_locauth_pos_serv_des_ev":"","field_sk_locauth_training_cs":"No","field_sk_locauth_training_cs_ev":"","field_sk_locauth_train_dscs":"No","field_sk_locauth_train_dscs_ev":"","field_sk_locauth_training_cit":"Yes","field_sk_locauth_training_cit_ev":"The City Council of Olesa de Montserrat has organized training sessions aimed at the population on ICT. For example, speech within the Mobile Week organized in Barcelona. \u003Cbr \/\u003E\r\nTalks have also been held for municipal entities.\u003Cbr \/\u003E\r\n","field_st_localauth_digitstra":"No","field_st_localauth_digitstra_ev":"Yes, one of the actions planned and on which some work is already being done is that the Digital Innovation Department is striving to establish a telematic help guide for each procedure. In this way, all the actions that you want to carry out online, will have support for possible doubts available 24h.\u003Cbr \/\u003E\r\nThis kind of documents are internal. For instance: http:\/\/intranet.olesam.cat\/documents\/11032\/3884327\/GUIA_ACTIVACI%C3%93%20GENBPM_v.2.pdf\/21342fbc-8938-4341-8f79-f6b5dda360ca \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nIn order to improve out digital system, the ICT department has the following goals: https:\/\/www.olesademontserrat.cat\/pl258\/el-municipi\/directori\/id813\/tic.htm\u003Cbr \/\u003E\r\n","field_st_localauth_cdo":"Yes","field_st_localauth_cdo_ev":"Our Chief Digital Officer is Silvia Cocinero, worker for Olesa de Montserrat\u2019s Council for years now. ","field_st_localauth_serv_stand":"No","field_st_localauth_serv_stand_ev":"","field_st_localauth_serv_guid":"No","field_st_localauth_serv_guid_ev":"In our internal network, a Corporate Image section is available where all departments find instructions (for logos, protocols, font style...). ","field_st_locaut_serv_guid_mon":"No","field_st_locaut_serv_guid_mon_ev":"","field_st_strat_mention_design":"No","field_st_strat_mention_design_ev":"We take into account the user\u2019s experience to improve the accessibility of procedures and online tools aimed at the citizens \u00a1. As a result, multiple tests are carried out for our digital strategy and improvements.","field_eco_api":"No","field_eco_api_ev":"Even though we don\u2019t have available the specific number of how many external organisations (public and private) access the API monthly on average, we do have the services of \u201cVia Oberta\u201d and the datasets on our Open Data Portal. Which can be consulted on the following link: \u003Cbr \/\u003E\r\nhttps:\/\/seu-e.cat\/ca\/web\/olesademontserrat\/dades-obertes\u003Cbr \/\u003E\r\n","field_eco_eid":"Yes","field_eco_eid_ev":"Yes, such as IdCat (provided to all Local Authorities from Catalonia Region, information on: https:\/\/bpm.olesademontserrat.cat\/OAC\/CdS.html?tramit=30 ), e-Notum (information available on: https:\/\/www.olesademontserrat.cat\/seu-electronica\/notificacions.htm ), e-Tram (general maerial on: https:\/\/campus.aoc.cat\/project\/e-tram-2-0\/ ) and e-Tauler (https:\/\/tauler.seu.cat\/inici.do?idens=814770005).  ","field_eco_collaboration":"No","field_eco_collaboration_ev":"","field_co_codesign":"No","field_co_codesign_ev":"","field_co_userresearch":"No","field_co_userresearch_ev":"","field_co_codesign_dis":"No","field_co_codesign_dis_ev":"","field_co_webanalitycs":"Yes","field_co_webanalitycs_ev":"We usually use web analytics to improve our digital services like Google Analytics. The provider of the Olesa de Montserrat Council\u2019s web also analyses the users experience and the most frequent errors to correct and improve it. This data is explained at: https:\/\/www.olesademontserrat.cat\/industrial\/lnk9\/politica-de-cookies.htm ","field_co_plan_regrelease":"No","field_sup_loc_auth":"Yes","field_sup_loc_auth_ev":"Most of the services offered are available online. In specific, all of them except one, the digital certification (that requires identity verification). The list of them is reflected on the following link: https:\/\/bpm.olesademontserrat.cat\/OAC\/CdS.html?idioma=ca","field_sup_auth_app":"No","field_sup_auth_app_ev":"This app is available for all Spanish people, once inside it is redirected to each City that is registered on that service (the person selects the one). So, the numbers of users are not exclusively from Olesa de Montserrat. \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nThis last year, there have been 2.650 users registered from Olesa de Montserrat, although the number of downloads is higher (according to information from the company that manages the application). ","field_sup_auth_proactive":"No","field_sup_auth_proactive_ev":"","field_sup_auth_sdg":"","field_sup_auth_sdg_ev":"","field_sup_auth_checkproc":"Yes","field_usa_web_look":"Yes","field_usa_web_look_ev":"Yes, same design is applied to the City Council\u2019s websites. The predominant color is white and blue with some green touches. The text size can be adjusted so that people with visual problems can read all the information perfectly. Writing format (fonts) is the same for every site. This is explained for internal workers as a guideline in our intranet, but people can consult some data published on: https:\/\/www.olesademontserrat.cat\/lnk8\/accessibilitat.htm \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nExample of it: \u003Cbr \/\u003E\r\nhttps:\/\/www.olesademontserrat.cat\/\u003Cbr \/\u003E\r\nhttps:\/\/www.turismeolesademontserrat.cat\/\u003Cbr \/\u003E\r\nhttps:\/\/www.olesademontserrat.cat\/industrial\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nAll these websites share the same web developer: IDISC Information Technologies.","field_usa_web_audiovideo":"Yes","field_usa_web_audiovideo_ev":"Citizens can contact the City Council at the following number: 937780050, from 8.30 a.m. to 8 p.m. \u003Cbr \/\u003E\r\nFor more information: https:\/\/www.olesademontserrat.cat\/pl258\/el-municipi\/id550\/oficina-d-atencio-ciutadana-oac.htm \u003Cbr \/\u003E\r\nTo hold meetings with specific workers through videoconference, they will be provided the contact email to be able to schedule an appointment.\u003Cbr \/\u003E\r\n","field_usa_web_wcag":"Yes","field_usa_web_wcag_ev":"Yes, information available on: https:\/\/seu-e.cat\/ca\/web\/olesademontserrat\/accessibilitat","field_usa_auth_assessment":"No","field_usa_auth_assessment_ev":"","field_sec_eid":"Yes","field_sec_control_data":"Yes","field_sec_control_data_ev":"Yes, following national and European regulations, all information on data protection is available at our website: https:\/\/www.olesademontserrat.cat\/lnk20\/proteccio-de-dades.htm with rectification forms for example.","field_sec_procedure":"Yes","field_sec_procedure_ev":"We don\u0026#039;t have internal documents but following what it is in order to fulfill the national security scheme (national law on cybersecurity for public administrations).\u003Cbr \/\u003E\r\nExample of the access of the Olesa de Montserrat\u2019s electronic portal and their fulfil of the security law\u2019s, are available on: https:\/\/seu-e.cat\/ca\/web\/olesademontserrat\/accessibilitat \u003Cbr \/\u003E\r\n","field_citi_change_dec":"Yes","field_citi_change_dec_ev":"Yes, information and the online mechanism can be found on: https:\/\/www.olesademontserrat.cat\/ajuntament-seu-electronica\/queixes-i-suggeriments.htm ","field_citi_feedback":"Yes","field_citi_feedback_ev":"Yes, it can be made on: \u003Cbr \/\u003E\r\nhttps:\/\/www.olesademontserrat.cat\/ajuntament-seu-electronica\/queixes-i-suggeriments.htm ","field_ado_transact":"Yes","field_ado_transact_ev":"Most of transactions are carried out online, according Citizens Attention\u2019s Office data, the 67% during 2022. ","field_ado_publicdata":"No","field_ado_publicdata_ev":"","field_redu_timesaved":"No","field_redu_timesaved_ev":"","field_redu_financesaved":"Yes","field_redu_financesaved_ev":"As part of the Open Administration Consortium of Catalonia (AOC Consortium), they analyse the amount of annual financial savings for the public administration through this page, where Olesa de Montserrat can be found using the searcher: \u003Cbr \/\u003E\r\nhttps:\/\/www.aoc.cat\/projecte-innovacio\/metodologia-de-calcul-dels-estalvis-de-lus-de-ladmininistracio-digital\/ or https:\/\/www.aoc.cat\/indicadors\/ \u003Cbr \/\u003E\r\nThis initiative aims to promote the creation of value through the reuse of public information, facilitate the internal organization of the Administration\u0026#039;s information systems and promote interoperability between public services.","field_sati_servprovision":"","field_sati_servprovision_ev":"The citizens who come to the City Council have tablets where they value, through a system of colour faces, their satisfaction level with the services they have received. At the same time, the Department of Citizen Participation is preparing tests aimed at all publics so that they can indicate what they value most positively and where the Local Authority should work to improve.\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nMore specifically, there are tests for every service offered, that can be answered, for instance: https:\/\/participa311-olesademontserrat.diba.cat\/assemblies\/valoracio-serveis\u003Cbr \/\u003E\r\n","field_sati_share2y":"","field_sati_share2y_ev":"The positive user\u2019s satisfaction level for 2022 is 92.6%, according Citizens Attention\u2019s Office data. ","field_env_co2":"","field_env_co2_ev":""},{"title":"Ferrara","field_00_total_number_emp":"1017","field_00__total_population":"131.417","field_00_total_budget":"2000000 ICT only","field_sk_how_many_ict_specialist":"15","field_sk_ict_subcontractors":"2","field_sk_locauth_pos_serv_des":"No","field_sk_locauth_pos_serv_des_ev":"","field_sk_locauth_training_cs":"No","field_sk_locauth_training_cs_ev":"","field_sk_locauth_train_dscs":"Yes","field_sk_locauth_train_dscs_ev":"Google Workspace: 105 employees\u003Cbr \/\u003E\r\nGeographic information system: 100 employees\u003Cbr \/\u003E\r\nVarious applications (protocol, accounting, ordinances, contracts, etc.): 1000 (600 unique people)","field_sk_locauth_training_cit":"Yes","field_sk_locauth_training_cit_ev":"Number of citizen involved in ICT training in the last three years: 1.072 (Pane \u0026amp; Internet project: https:\/\/www.paneeinternet.it)","field_st_localauth_digitstra":"Yes","field_st_localauth_digitstra_ev":"The Municipality of Ferrara has a three-years digital innovation plan and a department dedicated to its development:\u003Cbr \/\u003E\r\nhttps:\/\/ferrara.trasparenza-valutazione-merito.it\/web\/trasparenza\/papca-g\/-\/papca\/display\/1447242?p_auth=ZdV1VmrO\u0026amp;p_p_state=pop_up\u003Cbr \/\u003E\r\nhttps:\/\/www.comune.fe.it\/it\/b\/26616\/servizio-sistemi-informativi-agenda-digitale-statistica-e-citt-intelli","field_st_localauth_cdo":"Yes","field_st_localauth_cdo_ev":"Municipality of Ferrara has an officer for Digital transition: \u003Cbr \/\u003E\r\nhttps:\/\/www.indicepa.gov.it\/ipa-portale\/consultazione\/responsabile-transizione-digitale\/ricerca-responsabile-transizione-digitale\/scheda-unita-organizzativa\/MWBBOG","field_st_localauth_serv_stand":"No","field_st_localauth_serv_stand_ev":"","field_st_localauth_serv_guid":"No","field_st_localauth_serv_guid_ev":"","field_st_locaut_serv_guid_mon":"No","field_st_locaut_serv_guid_mon_ev":"","field_st_strat_mention_design":"Yes","field_st_strat_mention_design_ev":"Service design and user experience are mentioned in the three-years digital innovation plan:\u003Cbr \/\u003E\r\nhttps:\/\/ferrara.trasparenza-valutazione-merito.it\/web\/trasparenza\/papca-g\/-\/papca\/display\/1447242?p_auth=ZdV1VmrO\u0026amp;p_p_state=pop_up\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nhttps:\/\/ferrara.trasparenza-valutazione-merito.it\/web\/trasparenza\/papca-g?p_p_id=jcitygovalbopubblicazioni_WAR_jcitygovalbiportlet\u0026amp;p_p_lifecycle=2\u0026amp;p_p_state=pop_up\u0026amp;p_p_mode=view\u0026amp;p_p_resource_id=downloadAllegato\u0026amp;p_p_cacheability=cacheLevelPage\u0026amp;_jcitygovalbopubblicazioni_WAR_jcitygovalbiportlet_downloadSigned=true\u0026amp;_jcitygovalbopubblicazioni_WAR_jcitygovalbiportlet_id=3827770\u0026amp;_jcitygovalbopubblicazioni_WAR_jcitygovalbiportlet_action=mostraDettaglio\u0026amp;_jcitygovalbopubblicazioni_WAR_jcitygovalbiportlet_fromAction=recuperaDettaglio","field_eco_api":"No","field_eco_api_ev":"","field_eco_eid":"Yes","field_eco_eid_ev":"Online services developed by Municipality of Ferrara that need authentication are integrated with Italian eID","field_eco_collaboration":"No","field_eco_collaboration_ev":"","field_co_codesign":"No","field_co_codesign_ev":"","field_co_userresearch":"No","field_co_userresearch_ev":"","field_co_codesign_dis":"No","field_co_codesign_dis_ev":"","field_co_webanalitycs":"No","field_co_webanalitycs_ev":"","field_co_plan_regrelease":"No","field_sup_loc_auth":"Yes","field_sup_loc_auth_ev":"71% of services offered by Municipality of Ferrara are digitalized and are available online\u003Cbr \/\u003E\r\nSee https:\/\/digitale.regione.emilia-romagna.it\/notizie\/archivio\/2023\/marzo\/report-servizi-online-2022.pdf\/@@download\/file\/Report-SERVIZI%20ONLINE%202022.pdf","field_sup_auth_app":"No","field_sup_auth_app_ev":"","field_sup_auth_proactive":"No","field_sup_auth_proactive_ev":"","field_sup_auth_sdg":"No","field_sup_auth_sdg_ev":"The main action asked to public administratios in order to fulfill the Single Digital Gateway requirements, is to allow authentication to online services using eIDAS. Access to all online services developed and deployed by Ferrara is possibile using SPID (Italian national eID), that is compliant with eIDAS requirement.","field_sup_auth_checkproc":"No","field_usa_web_look":"Yes","field_usa_web_look_ev":"All sections of the new web site of the Municipality of Ferrara have a coherent look and feel. All pages have the same structure, header, footer and menu.  Colour palette, font, and text sizes are coherent in all the website. Main links are identical (link to social networks, breadcrumbs, search, \u2026) Some examples of sections and internal webpages with the same look \u0026amp; feel: \u003Cbr \/\u003E\r\nhttps:\/\/www.comune.fe.it\/ \u003Cbr \/\u003E\r\nhttps:\/\/www.comune.fe.it\/it\/novit%C3%A0 \u003Cbr \/\u003E\r\nhttps:\/\/www.comune.fe.it\/it\/documenti-e-dati \u003Cbr \/\u003E\r\nhttps:\/\/www.comune.fe.it\/it\/b\/11822\/rinascimento-a-ferrara-de-roberti-e-costa-a-palazzo-diamanti ","field_usa_web_audiovideo":"Yes","field_usa_web_audiovideo_ev":"There is a single telephone number (toll-free): 800532532.\u003Cbr \/\u003E\r\nYou can find this information in the footer of all webpages (eg in the homepage: https:\/\/www.comune.fe.it\/) \u003Cbr \/\u003E\r\n\u201cCentralino: 800532532\u201d","field_usa_web_wcag":"Yes","field_usa_web_wcag_ev":"The new website is compliant with WCAG (onlilne check)","field_usa_auth_assessment":"No","field_usa_auth_assessment_ev":"","field_sec_eid":"Yes","field_sec_control_data":"No","field_sec_control_data_ev":"","field_sec_procedure":"No","field_sec_procedure_ev":"","field_citi_change_dec":"No","field_citi_change_dec_ev":"","field_citi_feedback":"No","field_citi_feedback_ev":"","field_ado_transact":"Yes","field_ado_transact_ev":"54% of services transactions are carried out online. The following documents describe online service utilization and online service interactivity:\u003Cbr \/\u003E\r\n\u2022\thttps:\/\/digitale.regione.emilia-romagna.it\/dati-e-pubblicazioni\/pubblicazioni\/2021\/02_report_bench_2020_usoservizionline.pdf\/@@download\/file\/02_report_bench_2020_usoservizionline.pdf \u003Cbr \/\u003E\r\n\u2022\thttps:\/\/digitale.regione.emilia-romagna.it\/dati-e-pubblicazioni\/pubblicazioni\/2021\/01_report_bench_2020_servizionline_indiceinterattivita.pdf\/@@download\/file\/01_report_bench_2020_servizionline_indiceinterattivita%CC%80.pdf \u003Cbr \/\u003E\r\nAt the following URL you can access a gsheet file with details about the digitalisation of all Municipalities of Emilia-Romagna (including Ferrara). Among other data, there are details about utilisation of some online services. For example cell BA244: SUAP online is 100% for Ferrara.\u003Cbr \/\u003E\r\nhttps:\/\/docs.google.com\/spreadsheets\/d\/11V4k5VV5EaTQPxe2TGGzvmHBYYnfA1hP\/edit#gid=1081577845 \u003Cbr \/\u003E\r\n","field_ado_publicdata":"Yes","field_ado_publicdata_ev":"https:\/\/digitale.regione.emilia-romagna.it\/dati-e-pubblicazioni\/pubblicazioni\/2022\/2021\u003Cbr \/\u003E\r\nhttps:\/\/digitale.regione.emilia-romagna.it\/notizie\/archivio\/2023\/marzo\/i-servizi-online-della-pa-locale-emiliano-romagnola-il-report-2022.\u003Cbr \/\u003E\r\nThe following documents describe online service utilization and online service interactivity:\u003Cbr \/\u003E\r\n\u2022\thttps:\/\/digitale.regione.emilia-romagna.it\/dati-e-pubblicazioni\/pubblicazioni\/2021\/02_report_bench_2020_usoservizionline.pdf\/@@download\/file\/02_report_bench_2020_usoservizionline.pdf \u003Cbr \/\u003E\r\n\u2022\thttps:\/\/digitale.regione.emilia-romagna.it\/dati-e-pubblicazioni\/pubblicazioni\/2021\/01_report_bench_2020_servizionline_indiceinterattivita.pdf\/@@download\/file\/01_report_bench_2020_servizionline_indiceinterattivita%CC%80.pdf \u003Cbr \/\u003E\r\n","field_redu_timesaved":"No","field_redu_timesaved_ev":"","field_redu_financesaved":"No","field_redu_financesaved_ev":"","field_sati_servprovision":"No","field_sati_servprovision_ev":"","field_sati_share2y":"No","field_sati_share2y_ev":"","field_env_co2":"","field_env_co2_ev":""},{"title":"Nuovo Circondario Imolese","field_00_total_number_emp":"517","field_00__total_population":"133777","field_00_total_budget":"24000000","field_sk_how_many_ict_specialist":"9","field_sk_ict_subcontractors":"0","field_sk_locauth_pos_serv_des":"No","field_sk_locauth_pos_serv_des_ev":"","field_sk_locauth_training_cs":"No","field_sk_locauth_training_cs_ev":"","field_sk_locauth_train_dscs":"Yes","field_sk_locauth_train_dscs_ev":"60 employees had training about applications (accounting, public contracts, social services, etc.). 400 employees had training about online security","field_sk_locauth_training_cit":"Yes","field_sk_locauth_training_cit_ev":"Number of citizen involved in ICT training in the last three years: 255 (Pane \u0026amp; Internet project: https:\/\/www.paneeinternet.it)","field_st_localauth_digitstra":"Yes","field_st_localauth_digitstra_ev":"\u0026quot;The 7th of december 2021 the new Local Digital Agenda has been approved. \u003Cbr \/\u003E\r\nMore details: digital local agenda website: https:\/\/www.nuovocircondarioimolese.it\/argomenti\/agenda-digitale-locale ; \u003Cbr \/\u003E\r\nLocal digital agenda: https:\/\/www.nuovocircondarioimolese.it\/argomenti\/agenda-digitale-locale\/progetto\u0026quot;","field_st_localauth_cdo":"Yes","field_st_localauth_cdo_ev":"Nuovo Circondario Imolese (and all its Municipalities) has an officer for Digital transition: https:\/\/www.indicepa.gov.it\/ipa-portale\/consultazione\/responsabile-transizione-digitale\/ricerca-responsabile-transizione-digitale\/scheda-unita-organizzativa\/ANFBFN","field_st_localauth_serv_stand":"No","field_st_localauth_serv_stand_ev":"","field_st_localauth_serv_guid":"No","field_st_localauth_serv_guid_ev":"","field_st_locaut_serv_guid_mon":"No","field_st_locaut_serv_guid_mon_ev":"","field_st_strat_mention_design":"No","field_st_strat_mention_design_ev":"","field_eco_api":"","field_eco_api_ev":"","field_eco_eid":"Yes","field_eco_eid_ev":"All online services developed by Nuovo Circondario Imolese (and its Municipalities) that need authentication are integrated with Italian eID","field_eco_collaboration":"No","field_eco_collaboration_ev":"","field_co_codesign":"No","field_co_codesign_ev":"","field_co_userresearch":"No","field_co_userresearch_ev":"","field_co_codesign_dis":"No","field_co_codesign_dis_ev":"","field_co_webanalitycs":"No","field_co_webanalitycs_ev":"","field_co_plan_regrelease":"No","field_sup_loc_auth":"Yes","field_sup_loc_auth_ev":"83% of services offered by Nuovo Circondario Imolese are digitalized and are available online\u003Cbr \/\u003E\r\nSee Bologna province https:\/\/digitale.regione.emilia-romagna.it\/notizie\/archivio\/2023\/marzo\/report-servizi-online-2022.pdf\/@@download\/file\/Report-SERVIZI%20ONLINE%202022.pdf","field_sup_auth_app":"No","field_sup_auth_app_ev":"","field_sup_auth_proactive":"No","field_sup_auth_proactive_ev":"","field_sup_auth_sdg":"No","field_sup_auth_sdg_ev":"The main action asked to public administrations in order to fulfill the Single Digital Gateway requirements, is to allow authentication to online services using eIDAS. Access to all online services deployed by Nuovo Circondario Imolese is possibile using SPID (Italian national eID), that is compliant with eIDAS requirement.","field_sup_auth_checkproc":"No","field_usa_web_look":"Yes","field_usa_web_look_ev":"Nuovo Circondario Imolese\u0026#039;s websites is designed following italian guidelines for websites developement.\u003Cbr \/\u003E\r\nAll sections have a coherent look and feel. All pages have the same structure, header, footer and menu.  Colour palette, font, and text sizes are coherent in all the website. Main links are identical (link to social networks, breadcrumbs, search, \u2026) Some examples of sections and internal webpages with the same look \u0026amp; feel: \u003Cbr \/\u003E\r\nhttps:\/\/www.nuovocircondarioimolese.it\/\u003Cbr \/\u003E\r\nhttps:\/\/www.nuovocircondarioimolese.it\/argomenti\/agenda-digitale-locale\/progetto\u003Cbr \/\u003E\r\nhttps:\/\/www.nuovocircondarioimolese.it\/amministrazione\/aree-amministrative\u003Cbr \/\u003E\r\nhttps:\/\/www.nuovocircondarioimolese.it\/documenti-e-dati\/elezioni-e-referendum\/castel-del-rio","field_usa_web_audiovideo":"Yes","field_usa_web_audiovideo_ev":"Nuovo Circondario Imolese provides a single telephone number. You can find this information in the footer of all webpages (eg in the homepage:  https:\/\/www.nuovocircondarioimolese.it\/\u003Cbr \/\u003E\r\n\u0026quot;Tel. 0542 603200\u0026quot;","field_usa_web_wcag":"Yes","field_usa_web_wcag_ev":"Nuovo Circondario Imolese\u0026#039;s websites is designed following italian guidelines for websites developement: all pages are checked with Italian accessibility guidelines","field_usa_auth_assessment":"No","field_usa_auth_assessment_ev":"","field_sec_eid":"Yes","field_sec_control_data":"No","field_sec_control_data_ev":"","field_sec_procedure":"No","field_sec_procedure_ev":"","field_citi_change_dec":"No","field_citi_change_dec_ev":"","field_citi_feedback":"No","field_citi_feedback_ev":"","field_ado_transact":"Yes","field_ado_transact_ev":"\u0026quot;The following documents describe online service utilization and online service interactivity:\u003Cbr \/\u003E\r\n\u2022\thttps:\/\/digitale.regione.emilia-romagna.it\/dati-e-pubblicazioni\/pubblicazioni\/2021\/02_report_bench_2020_usoservizionline.pdf\/@@download\/file\/02_report_bench_2020_usoservizionline.pdf \u003Cbr \/\u003E\r\n\u2022\thttps:\/\/digitale.regione.emilia-romagna.it\/dati-e-pubblicazioni\/pubblicazioni\/2021\/01_report_bench_2020_servizionline_indiceinterattivita.pdf\/@@download\/file\/01_report_bench_2020_servizionline_indiceinterattivita%CC%80.pdf \u003Cbr \/\u003E\r\nAt the following URL you can access a gsheet file with details about the digitalisation of all Municipalities of Emilia-Romagna (including Ferrara). Among other data, there are details about utilisation of some online services. For example cell BA244: SUAP online is 55% for Nuovo Circondario Imolese.\u003Cbr \/\u003E\r\nhttps:\/\/docs.google.com\/spreadsheets\/d\/11V4k5VV5EaTQPxe2TGGzvmHBYYnfA1hP\/edit#gid=1081577845 \u0026quot;","field_ado_publicdata":"Yes","field_ado_publicdata_ev":"\u0026quot;The following documents describe online service utilization and online service interactivity:\u003Cbr \/\u003E\r\n\u2022\thttps:\/\/digitale.regione.emilia-romagna.it\/dati-e-pubblicazioni\/pubblicazioni\/2021\/02_report_bench_2020_usoservizionline.pdf\/@@download\/file\/02_report_bench_2020_usoservizionline.pdf \u003Cbr \/\u003E\r\n\u2022\thttps:\/\/digitale.regione.emilia-romagna.it\/dati-e-pubblicazioni\/pubblicazioni\/2021\/01_report_bench_2020_servizionline_indiceinterattivita.pdf\/@@download\/file\/01_report_bench_2020_servizionline_indiceinterattivita%CC%80.pdf \u0026quot;","field_redu_timesaved":"No","field_redu_timesaved_ev":"","field_redu_financesaved":"No","field_redu_financesaved_ev":"","field_sati_servprovision":"No","field_sati_servprovision_ev":"","field_sati_share2y":"","field_sati_share2y_ev":"","field_env_co2":"","field_env_co2_ev":""},{"title":"Sant Boi de Llobregat ","field_00_total_number_emp":"800","field_00__total_population":"84000","field_00_total_budget":"103.904.156,00 \u20ac","field_sk_how_many_ict_specialist":"10","field_sk_ict_subcontractors":"1","field_sk_locauth_pos_serv_des":"Yes","field_sk_locauth_pos_serv_des_ev":"2 positions:\u003Cbr \/\u003E\r\n- chief of digital transformation projects\u003Cbr \/\u003E\r\n- technician of digital transformation","field_sk_locauth_training_cs":"No","field_sk_locauth_training_cs_ev":"","field_sk_locauth_train_dscs":"Yes","field_sk_locauth_train_dscs_ev":"200 people directly and the totally with auto-training material such as web-sites with tutorials. \u003Cbr \/\u003E\r\n","field_sk_locauth_training_cit":"Yes","field_sk_locauth_training_cit_ev":"For different groups of interest: \u003Cbr \/\u003E\r\n- old people (https:\/\/cibergran.wordpress.com)\u003Cbr \/\u003E\r\n- students and women (https:\/\/latecnologa.cat\/)","field_st_localauth_digitstra":"Yes","field_st_localauth_digitstra_ev":"We have our own systems plan that include digital transformation strategy, and also we have the digital agenda for Catalonia\u0026#039;s municipalities.\u003Cbr \/\u003E\r\nLink to our own systems plan: https:\/\/drive.google.com\/file\/d\/1ZLB-G6ANzixRepc4sLdBaZgaShEuPQ23\/view?usp=sharing\u003Cbr \/\u003E\r\nLink to the digital agenda for Catalonia\u0026#039;s municipalities: https:\/\/www.localret.cat\/wp-content\/uploads\/2022\/11\/agenda_digital_municipis_catalunya_202211_compressed-1.pdf","field_st_localauth_cdo":"Yes","field_st_localauth_cdo_ev":"We have two positions related to Chief Digital Officer:\u003Cbr \/\u003E\r\n- 1 Chief Data Officer\u003Cbr \/\u003E\r\n- 1 Chief of Digital Transformation Project (as I mentioned before)","field_st_localauth_serv_stand":"No","field_st_localauth_serv_stand_ev":"","field_st_localauth_serv_guid":"No","field_st_localauth_serv_guid_ev":"","field_st_locaut_serv_guid_mon":"No","field_st_locaut_serv_guid_mon_ev":"","field_st_strat_mention_design":"No","field_st_strat_mention_design_ev":"One chapter of the System Plan is dedicated to Digital Strategy.","field_eco_api":"","field_eco_api_ev":"In our Open Data Portal you can access the data via API. \u003Cbr \/\u003E\r\n(dadesobertes.santboi.cat)","field_eco_eid":"Yes","field_eco_eid_ev":"National payment (RedSys)","field_eco_collaboration":"No","field_eco_collaboration_ev":"","field_co_codesign":"No","field_co_codesign_ev":"We have a City Strategy named (Pacte de Ciutat) co-designed with different social entities of the city.\u003Cbr \/\u003E\r\nAlso we have different participated processes (https:\/\/participa.santboi.cat)","field_co_userresearch":"No","field_co_userresearch_ev":"","field_co_codesign_dis":"","field_co_codesign_dis_ev":"","field_co_webanalitycs":"Yes","field_co_webanalitycs_ev":"Google Analytics","field_co_plan_regrelease":"No","field_sup_loc_auth":"Yes","field_sup_loc_auth_ev":"We offer the majority of procedures digitally through https:\/\/seuelectronica.santboi.cat\/","field_sup_auth_app":"No","field_sup_auth_app_ev":"M7 citizen security","field_sup_auth_proactive":"No","field_sup_auth_proactive_ev":"","field_sup_auth_sdg":"No","field_sup_auth_sdg_ev":"","field_sup_auth_checkproc":"Yes","field_usa_web_look":"No","field_usa_web_look_ev":"We are working in a new website www.santboi.cat","field_usa_web_audiovideo":"Yes","field_usa_web_audiovideo_ev":"https:\/\/seuelectronica.santboi.cat\/PaginesW.nsf\/Web\/Planes\/A76EE896547F51A6C12583AE00292720?OpenDocument\u0026amp;Clau=citaprevia\u0026amp;Idioma=ca\u0026amp;Seu=S\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nAlso we offer attention with videoconference for some procedures.","field_usa_web_wcag":"No","field_usa_web_wcag_ev":"","field_usa_auth_assessment":"No","field_usa_auth_assessment_ev":"","field_sec_eid":"Yes","field_sec_control_data":"Yes","field_sec_control_data_ev":"https:\/\/www.santboi.cat\/Publi165.nsf\/ca-VistaWebSumari-BASE?ReadForm\u0026amp;Clau=PDADES\u0026amp;Idioma=ca\u0026amp;Seu=N","field_sec_procedure":"Yes","field_sec_procedure_ev":"It is internally https:\/\/sites.google.com\/santboi.cat\/ciberseguretat?pli=1","field_citi_change_dec":"Yes","field_citi_change_dec_ev":"https:\/\/www.santboi.cat\/paginesW.nsf\/Web\/Planes\/371346BFF9DB0616C125751D003C8EE1?OpenDocument\u0026amp;Clau=BCiutada\u0026amp;Idioma=ca","field_citi_feedback":"Yes","field_citi_feedback_ev":"https:\/\/www.santboi.cat\/paginesW.nsf\/Web\/Planes\/371346BFF9DB0616C125751D003C8EE1?OpenDocument\u0026amp;Clau=BCiutada\u0026amp;Idioma=ca","field_ado_transact":"No","field_ado_transact_ev":"https:\/\/app.powerbi.com\/view?r=eyJrIjoiM2Y1MTNjZGQtZTEwNC00MGVhLTg4NmItNDlkMWRlYjNhMWM2IiwidCI6IjM3YThhMGI5LTE4NzQtNGU1ZC1iMWY1LTExMDQwYzFjMDdmYyIsImMiOjl9","field_ado_publicdata":"Yes","field_ado_publicdata_ev":"https:\/\/app.powerbi.com\/view?r=eyJrIjoiM2Y1MTNjZGQtZTEwNC00MGVhLTg4NmItNDlkMWRlYjNhMWM2IiwidCI6IjM3YThhMGI5LTE4NzQtNGU1ZC1iMWY1LTExMDQwYzFjMDdmYyIsImMiOjl9","field_redu_timesaved":"No","field_redu_timesaved_ev":"","field_redu_financesaved":"No","field_redu_financesaved_ev":"","field_sati_servprovision":"No","field_sati_servprovision_ev":"But only in face-to-face services","field_sati_share2y":"","field_sati_share2y_ev":"89%","field_env_co2":"","field_env_co2_ev":""},{"title":"Unione delle Terre d\u0026#039;Argine","field_00_total_number_emp":"314","field_00__total_population":"106.760","field_00_total_budget":"0","field_sk_how_many_ict_specialist":"12","field_sk_ict_subcontractors":"-1","field_sk_locauth_pos_serv_des":"Yes","field_sk_locauth_pos_serv_des_ev":"One person of ICT staff is in charge of accessibility and user experience","field_sk_locauth_training_cs":"No","field_sk_locauth_training_cs_ev":"","field_sk_locauth_train_dscs":"Yes","field_sk_locauth_train_dscs_ev":"In the last three years the majority of employees had training about office automation, digital security, back-office applications. They had offline and online lessons using our internal LMS platform (Moodle)","field_sk_locauth_training_cit":"Yes","field_sk_locauth_training_cit_ev":"Number of citizen involved in ICT training in the last three years: 411 (Pane \u0026amp; Internet project: https:\/\/www.paneeinternet.it)","field_st_localauth_digitstra":"Yes","field_st_localauth_digitstra_ev":"Unione delle Terre d\u0026#039;Argine has a Local Digital Agenda (see the dedicated website: https:\/\/www.terredargine.it\/territorio-utda\/agenda-digitale-locale\/78190-agenda-digitale-locale and all related news: https:\/\/www.terredargine.it\/servizi\/sia-utda\/agenda-digitale-locale). The Local Digital Agenda is continuously updated","field_st_localauth_cdo":"Yes","field_st_localauth_cdo_ev":"Unione delle Terre d\u0026#039;Argine (and all its Municipalities) has an officer for Digital transition: https:\/\/www.indicepa.gov.it\/ipa-portale\/consultazione\/responsabile-transizione-digitale\/ricerca-responsabile-transizione-digitale\/scheda-unita-organizzativa\/LGDSFG ","field_st_localauth_serv_stand":"No","field_st_localauth_serv_stand_ev":"","field_st_localauth_serv_guid":"No","field_st_localauth_serv_guid_ev":"","field_st_locaut_serv_guid_mon":"No","field_st_locaut_serv_guid_mon_ev":"","field_st_strat_mention_design":"No","field_st_strat_mention_design_ev":"","field_eco_api":"No","field_eco_api_ev":"","field_eco_eid":"Yes","field_eco_eid_ev":"Online services developed by Unione delle Terre d\u0026#039;Argine (and its Municipalities) that need authentication are integrated with Italian eID. \u003Cbr \/\u003E\r\nExamples: \u003Cbr \/\u003E\r\nBills for road penalties:\u003Cbr \/\u003E\r\nhttps:\/\/terredargine.elixforms.it\/rwe2\/module_preview.jsp?MODULE_TAG=pm_daticonducente \u003Cbr \/\u003E\r\nand then you need to use SPID (Italian eID):\u003Cbr \/\u003E\r\nhttps:\/\/terredargine.elixforms.it\/rwe2\/forms\/form.jsp?IUQOID=9607685\u0026amp;IURTLGY=schemadata\u0026amp;IUXSID=TX_I4130_TERREDARGINE_1681226749972_R-447765030\u0026amp;IUROT=true\u0026amp;RWE2_MODULE_ID=19726 \u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\nSchools for toddlers:\u003Cbr \/\u003E\r\nhttps:\/\/portale-terredargine.entranext.it\/servizi-scolastici\/nuova-richiesta\/richiesta-iscrizione \u003Cbr \/\u003E\r\nand then you need to use SPID (Italian eID):\u003Cbr \/\u003E\r\nhttps:\/\/portale-terredargine.entranext.it\/login ","field_eco_collaboration":"No","field_eco_collaboration_ev":"","field_co_codesign":"No","field_co_codesign_ev":"","field_co_userresearch":"No","field_co_userresearch_ev":"","field_co_codesign_dis":"No","field_co_codesign_dis_ev":"","field_co_webanalitycs":"Yes","field_co_webanalitycs_ev":"UTDA uses the WAI (Web Analytics Italy) platform developed by AGID (Italian Digital Agency). Analytics are analysed to verify which services are most used, which are not, and to try to understand why in order to improve them","field_co_plan_regrelease":"Yes","field_sup_loc_auth":"Yes","field_sup_loc_auth_ev":"79% of services offered by Unione delle Terre d\u0026#039;Argine are digitalized and are available online\u003Cbr \/\u003E\r\nSee Modena province https:\/\/digitale.regione.emilia-romagna.it\/notizie\/archivio\/2023\/marzo\/report-servizi-online-2022.pdf\/@@download\/file\/Report-SERVIZI%20ONLINE%202022.pdf","field_sup_auth_app":"No","field_sup_auth_app_ev":"","field_sup_auth_proactive":"No","field_sup_auth_proactive_ev":"","field_sup_auth_sdg":"No","field_sup_auth_sdg_ev":"The main action asked to public administrations in order to fulfil the Single Digital Gateway requirements, is to allow authentication to online services using eIDAS. Access to all online services developed and deployed by Unione delle Terre d\u0026#039;Argine is possible using SPID (Italian national eID), that is compliant with eIDAS requirement.","field_sup_auth_checkproc":"No","field_usa_web_look":"Yes","field_usa_web_look_ev":"Unione delle Terre d\u0026#039;Argine\u0026#039;s websites is designed following Italian guidelines for websites development.\u003Cbr \/\u003E\r\nAll sections have a coherent look and feel. All pages have the same structure, header, footer and menu.  Colour palette, font, and text sizes are coherent in all the website. Main links are identical (link to social networks, breadcrumbs, search, \u2026) Some examples of sections and internal webpages with the same look \u0026amp; feel: https:\/\/www.terredargine.it\/, https:\/\/www.terredargine.it\/servizi\/istruzione-utda\/iscrizioni-online-istruzione\/13732-nidi-d-infanzia, https:\/\/www.terredargine.it\/servizi\/ambiente-utda\/11515-sezioni-reti-civiche-ambiente, etc.\u003Cbr \/\u003E\r\nAlso the websites of the Municipalities are coherent. See https:\/\/www.comune.campogalliano.mo.it\/, https:\/\/www.comune.carpi.mo.it\/, https:\/\/www.comune.novi.mo.it\/","field_usa_web_audiovideo":"Yes","field_usa_web_audiovideo_ev":"Unione delle Terre d\u0026#039;Argine provides a single telephone number. You can find this information in the footer of each webpage (eg in the homepage: https:\/\/www.terredargine.it\/\u003Cbr \/\u003E\r\n\u0026quot;\u0026quot;Tel. +39 059 649 111\u0026quot;\u0026quot;)","field_usa_web_wcag":"Yes","field_usa_web_wcag_ev":"Unione delle Terre d\u0026#039;Argine \u0026#039;s websites is designed following Italian guidelines for websites development: all pages are checked with Italian accessibility guidelines. Once a year, a compulsory declaration is sent to AGID (Italian Digital Agency) stating that Unione delle Terre d\u0026#039;Argine\u0026#039;s websites follow accessibility rules. You can find that declaration here: https:\/\/form.agid.gov.it\/view\/c102a5ba-8088-4095-95f6-2e811cef62b7\/","field_usa_auth_assessment":"No","field_usa_auth_assessment_ev":"","field_sec_eid":"Yes","field_sec_control_data":"No","field_sec_control_data_ev":"","field_sec_procedure":"Yes","field_sec_procedure_ev":"As stated in AGID rule no.2\/2017 (ses https:\/\/www.agid.gov.it\/it\/sicurezza\/misure-minime-sicurezza-ict) every year Unione delle Terre d\u0026#039;Argine approves the minimum security measures for online services. The document is confidential","field_citi_change_dec":"No","field_citi_change_dec_ev":"","field_citi_feedback":"Yes","field_citi_feedback_ev":"Citizens can rate and send feedback: at the end of every page there is link \u0026quot;Rate this website\u0026quot;. (See: \u0026quot;Valuta questo sito: RISPONDI AL QUESTIONARIO\u0026quot;: https:\/\/indagini.terredargine.it\/index.php\/571798?lang=it\u0026amp;encode=)","field_ado_transact":"Yes","field_ado_transact_ev":"The following documents describe online service utilization and online service interactivity:\u003Cbr \/\u003E\r\n\u2022\thttps:\/\/digitale.regione.emilia-romagna.it\/dati-e-pubblicazioni\/pubblicazioni\/2021\/02_report_bench_2020_usoservizionline.pdf\/@@download\/file\/02_report_bench_2020_usoservizionline.pdf \u003Cbr \/\u003E\r\n\u2022\thttps:\/\/digitale.regione.emilia-romagna.it\/dati-e-pubblicazioni\/pubblicazioni\/2021\/01_report_bench_2020_servizionline_indiceinterattivita.pdf\/@@download\/file\/01_report_bench_2020_servizionline_indiceinterattivita%CC%80.pdf \u003Cbr \/\u003E\r\nAt the following URL you can access a gsheet file with details about the digitalisation of all Municipalities of Emilia-Romagna (including Unione Terre Argine). Among other data, there are details about utilisation of some online services. For example cell BA360: SUAP online is 100% for Unione delle Terre d\u0026#039;Argine.\u003Cbr \/\u003E\r\nhttps:\/\/docs.google.com\/spreadsheets\/d\/11V4k5VV5EaTQPxe2TGGzvmHBYYnfA1hP\/edit#gid=1081577845","field_ado_publicdata":"Yes","field_ado_publicdata_ev":"The following documents describe online service utilization and online service interactivity:\u003Cbr \/\u003E\r\n\u2022\thttps:\/\/digitale.regione.emilia-romagna.it\/dati-e-pubblicazioni\/pubblicazioni\/2021\/02_report_bench_2020_usoservizionline.pdf\/@@download\/file\/02_report_bench_2020_usoservizionline.pdf \u003Cbr \/\u003E\r\n\u2022\thttps:\/\/digitale.regione.emilia-romagna.it\/dati-e-pubblicazioni\/pubblicazioni\/2021\/01_report_bench_2020_servizionline_indiceinterattivita.pdf\/@@download\/file\/01_report_bench_2020_servizionline_indiceinterattivita%CC%80.pdf","field_redu_timesaved":"No","field_redu_timesaved_ev":"","field_redu_financesaved":"No","field_redu_financesaved_ev":"","field_sati_servprovision":"No","field_sati_servprovision_ev":"At the end of every webpage, citizens can rate online services:\u0026quot;Valuta questo sito: RISPONDI AL QUESTIONARIO\u0026quot;: https:\/\/indagini.terredargine.it\/index.php\/571798?lang=it\u0026amp;encode=","field_sati_share2y":"","field_sati_share2y_ev":"","field_env_co2":"","field_env_co2_ev":""},{"title":"Bratislava ","field_00_total_number_emp":"950","field_00__total_population":"497 895","field_00_total_budget":"490 mil EUR","field_sk_how_many_ict_specialist":"40","field_sk_ict_subcontractors":"15","field_sk_locauth_pos_serv_des":"Yes","field_sk_locauth_pos_serv_des_ev":"7 FTE service designers and product managers at the department of Innovation and Digital Services","field_sk_locauth_training_cs":"Yes","field_sk_locauth_training_cs_ev":"Basic overview of the design thinking process at regular show and tell meetings attended by approximately 100 city employees. \u003Cbr \/\u003E\r\nProject based involvement of 40 city employees in different projects such as digital tax payment, digitalisation of city organisations, new processes connected to Bratislava ID - city account. ","field_sk_locauth_train_dscs":"Yes","field_sk_locauth_train_dscs_ev":"Yes, training in basic digital skills and digital tools for at least 100 city employees","field_sk_locauth_training_cit":"","field_sk_locauth_training_cit_ev":"","field_st_localauth_digitstra":"Yes","field_st_localauth_digitstra_ev":"https:\/\/bratislava.sk\/en\/city-of-bratislava\/projects\/innovation-team-bratislava - Approved by the City Council in May 2022","field_st_localauth_cdo":"Yes","field_st_localauth_cdo_ev":"https:\/\/www.linkedin.com\/in\/petradzurovcinova\/","field_st_localauth_serv_stand":"Yes","field_st_localauth_serv_stand_ev":"https:\/\/cdn-api.bratislava.sk\/strapi-homepage\/upload\/Inovacie_koncepcia_ENG_f5c8f1d0bf.pdf \u003Cbr \/\u003E\r\nIn pages 30-32, the principles outlined are formal service standards. \u003Cbr \/\u003E\r\n","field_st_localauth_serv_guid":"Yes","field_st_localauth_serv_guid_ev":"The city has process for copy writing and editing connected to the city website. ","field_st_locaut_serv_guid_mon":"No","field_st_locaut_serv_guid_mon_ev":"","field_st_strat_mention_design":"Yes","field_st_strat_mention_design_ev":"Yes, page 30- 32 - https:\/\/cdn-api.bratislava.sk\/strapi-homepage\/upload\/Inovacie_koncepcia_ENG_f5c8f1d0bf.pdf\u003Cbr \/\u003E\r\nBratislava 2030 strategy - Specific goal C. 3.\u200a2.\u200a2 Digit\u00e1lne sebavedom\u00e9 mesto - https:\/\/bratislava2030.sk\/wp-content\/uploads\/2023\/03\/A-C-Strategicka-cast-Bratislava-2030_032023.pdf","field_eco_api":"Yes","field_eco_api_ev":"https:\/\/opendata.bratislava.sk\/\u003Cbr \/\u003E\r\nAnd in particular: https:\/\/opendata.bratislava.sk\/page\/openapi","field_eco_eid":"No","field_eco_eid_ev":"","field_eco_collaboration":"Yes","field_eco_collaboration_ev":"City lab pilots - https:\/\/inovacie.bratislava.sk\/mestske-laboratorium\/\u003Cbr \/\u003E\r\nAnnual city hackathon - Climathon - https:\/\/inovacie.bratislava.sk\/en\/climathon-en\/","field_co_codesign":"Yes","field_co_codesign_ev":"User research starts with problem definition that is validated with key users - internal and residents.\u003Cbr \/\u003E\r\nLow - fidelity prototype testing \u003Cbr \/\u003E\r\nClickable prototype testing - Figma flows\u003Cbr \/\u003E\r\n","field_co_userresearch":"Yes","field_co_userresearch_ev":"At least 5 different sessions in different settings. \u003Cbr \/\u003E\r\nFor example we have property tax payment service after which we review the service and have a feedback session with users. The same with summer season for swimming pools. We usually launch another 2-3 services and review how they are received. ","field_co_codesign_dis":"Yes","field_co_codesign_dis_ev":"User testing of digital services is always done with disabled users and seniors.","field_co_webanalitycs":"Yes","field_co_webanalitycs_ev":"https:\/\/plausible.io\/bratislava.sk\/\u003Cbr \/\u003E\r\nUser review after services use - measuring Net Promoter Score ","field_co_plan_regrelease":"Yes","field_sup_loc_auth":"No","field_sup_loc_auth_ev":"","field_sup_auth_app":"No","field_sup_auth_app_ev":"","field_sup_auth_proactive":"No","field_sup_auth_proactive_ev":"Yes, we have released on 4 April 2023 our Bratislava ID - umbrella account for residents to access all city services https:\/\/bratislava.sk\/konto","field_sup_auth_sdg":"No","field_sup_auth_sdg_ev":"English version of city website, Bratislava ID will be translated shortly, Payment via payment gateway, ApplePay, GooglePay and QR code, ","field_sup_auth_checkproc":"","field_usa_web_look":"Yes","field_usa_web_look_ev":"We use Bratislava\u0026#039;s own design system inspired by gov.uk. You can view it here: https:\/\/www.figma.com\/file\/17wbd0MDQcMW9NbXl6UPs8\/DS-ESBS%3A-Component-library?node-id=438-946 ","field_usa_web_audiovideo":"Yes","field_usa_web_audiovideo_ev":"Front office has these channels to respond to all residents needs\u003Cbr \/\u003E\r\ninfo@bratislava.sk\u003Cbr \/\u003E\r\n+421 259 356 111","field_usa_web_wcag":"Yes","field_usa_web_wcag_ev":"We have to comply with the rules with structuring the websites and other services so they are accessible via readers for visually impaired.\u003Cbr \/\u003E\r\nMore: https:\/\/bratislava.sk\/en\/accessibility-statement","field_usa_auth_assessment":"","field_usa_auth_assessment_ev":"Structured feedback forms used after every digital service.","field_sec_eid":"Yes","field_sec_control_data":"Yes","field_sec_control_data_ev":"In https:\/\/bratislava.sk\/konto users can see the status of their data and take control after they sign up. ","field_sec_procedure":"Yes","field_sec_procedure_ev":"Cyber security policy and standards","field_citi_change_dec":"Yes","field_citi_change_dec_ev":"https:\/\/bratislava.sk\/rychle-zasahy","field_citi_feedback":"Yes","field_citi_feedback_ev":"Feedback form is available after using every digital service.","field_ado_transact":"No","field_ado_transact_ev":"","field_ado_publicdata":"Yes","field_ado_publicdata_ev":"We made our web analytics available online through Plausible on each website we have prepared. https:\/\/plausible.io\/bratislava.sk\/\u003Cbr \/\u003E\r\nAfter digitising our tax payment service, in 2021 446 citizens participated and in 2022 this number rose to 5058. ","field_redu_timesaved":"Yes","field_redu_timesaved_ev":"As part of our KPIs we review how long it takes on average to use our services online and offline. For example when we introduced online tickets for swimming pools we knew that visitors wait one minute for ticket at the ticket booth. During hot days, the wait could be 30 or more minutes. Buying a ticket online takes less than a minute and the ticket is valid throughout the season at any pool any time. The same with digital property tax payment, the offline process takes quite a lot of time, residents need to go personally to the post office, wait in line (average 3 minutes), open the envelope and pay either at the post office or at home via bank transfer. Online process sends you an email with QR code or link to the payment gateway with all your details so it can be done within a minute or two. ","field_redu_financesaved":"Yes","field_redu_financesaved_ev":"Yes, we have internal calculation on how much would a service cost procured vs made internally for different services such as city website, city parking system etc.\u003Cbr \/\u003E\r\nFor the property tax service, we calculate that  the cost of a simpler way to send a bill in\u003Cbr \/\u003E\r\nresponse to Covid-19 was \u20ac144, 394 and the cost to send a bill in 2022 through authorised mail was \u20ac494,810. ","field_sati_servprovision":"Yes","field_sati_servprovision_ev":"Yes, as mentioned above we prepare regular feedback forms measuring the level of satisfaction and NPS. \u003Cbr \/\u003E\r\nhttps:\/\/forms.office.com\/Pages\/ResponsePage.aspx?id=Tudp_mYey0-ZxVjkotKgYzPfQUHlnllIsPHBW0o8KeNUQlMzWEw1WEZIWEM2SThRNVBUREhWNFlISC4u this is a sample survey we will be releasing after the property tax payment.\u003Cbr \/\u003E\r\n","field_sati_share2y":"Yes","field_sati_share2y_ev":"With the digital tax payment we have reached NPS of 90.","field_env_co2":"","field_env_co2_ev":""},{"title":"City of Turin","field_00_total_number_emp":"7500","field_00__total_population":"840000","field_00_total_budget":"","field_sk_how_many_ict_specialist":"7","field_sk_ict_subcontractors":"150","field_sk_locauth_pos_serv_des":"Yes","field_sk_locauth_pos_serv_des_ev":"Service designers, user researchers and user experience experts are positions covered by the Csi-Piemonte (ICT in-house company)","field_sk_locauth_training_cs":"Yes","field_sk_locauth_training_cs_ev":"Csi-Piemonte (ICT in-house company) is constantly training their employees about user research.","field_sk_locauth_train_dscs":"Yes","field_sk_locauth_train_dscs_ev":"In 2022, about 2500 employees attended by City of Turin e-learning platform the courses below:\u003Cbr \/\u003E\r\n- Accessibility\u003Cbr \/\u003E\r\n- Cybersecurity\u003Cbr \/\u003E\r\n- Free and Open Software in Public Administration\u003Cbr \/\u003E\r\n- Phishing\u003Cbr \/\u003E\r\n- Data, information and electronic documents\u003Cbr \/\u003E\r\n- Communication and sharing\u003Cbr \/\u003E\r\n- On line services\u003Cbr \/\u003E\r\n- Digital Transformation","field_sk_locauth_training_cit":"No","field_sk_locauth_training_cit_ev":"","field_st_localauth_digitstra":"Yes","field_st_localauth_digitstra_ev":"Is undergoing an internal review for the new digital strategy ","field_st_localauth_cdo":"Yes","field_st_localauth_cdo_ev":"As required by Italian law, the Digital Transformation Manager is the ICT Chief (Divisione Sistemi Informativi)","field_st_localauth_serv_stand":"Yes","field_st_localauth_serv_stand_ev":" For many services City of Turin provides a quality standard defined in specific service charters (http:\/\/www.comune.torino.it\/progettoqualita\/carte.shtml)","field_st_localauth_serv_guid":"Yes","field_st_localauth_serv_guid_ev":"Standards for UX service design are identified by the ICT Division with the collaboration of Csi-Piemonte (ICT in-house company)\u003Cbr \/\u003E\r\nThe TorinoFacile services portal design framework is coherent to national standards settled by Agid the National Agency for Digitalization (https:\/\/www.agid.gov.it\/it\/linee-guida).\u003Cbr \/\u003E\r\n\u003Cbr \/\u003E\r\n","field_st_locaut_serv_guid_mon":"No","field_st_locaut_serv_guid_mon_ev":"","field_st_strat_mention_design":"Yes","field_st_strat_mention_design_ev":"The City of Turin is working in a new ICT Strategy Document that will be published in the next months","field_eco_api":"No","field_eco_api_ev":"","field_eco_eid":"Yes","field_eco_eid_ev":"City of Turin uses national platforms based on European level: PagoPA the national platform for payment (https:\/\/www.pagopa.gov.it\/); AppIO the italian app that allows citizens to receive notification about City of Turin services (https:\/\/io.italia.it\/); Public Digital Identity System (SPID: https:\/\/www.spid.gov.it\/); ","field_eco_collaboration":"No","field_eco_collaboration_ev":"","field_co_codesign":"Yes","field_co_codesign_ev":" These sessions are managed by Csi-Piemonte (ICT in-house company)","field_co_userresearch":"No","field_co_userresearch_ev":"","field_co_codesign_dis":"No","field_co_codesign_dis_ev":"","field_co_webanalitycs":"Yes","field_co_webanalitycs_ev":"The City of Turin included in its pages and services the Web Analytics Italia tool to identify areas for improvement in its services and online communication.","field_co_plan_regrelease":"No","field_sup_loc_auth":"Yes","field_sup_loc_auth_ev":"about 60% services are fully on line. On line services are listed on https:\/\/servizi.torinofacile.it\/info\/servizi.","field_sup_auth_app":"Yes","field_sup_auth_app_ev":"The services portal is in responsive mode to allow use by mobile phones like a web app","field_sup_auth_proactive":"Yes","field_sup_auth_proactive_ev":"Within the TorinoFacile (https:\/\/servizi.torinofacile.it\/info\/) services portal, citizens can find all their data held by the administration.","field_sup_auth_sdg":"","field_sup_auth_sdg_ev":"","field_sup_auth_checkproc":"Yes","field_usa_web_look":"Yes","field_usa_web_look_ev":"The TorinoFacile (https:\/\/servizi.torinofacile.it\/info\/) services portal has a consistent design. Otherwise, the official site has not yet adopted design guidelines.","field_usa_web_audiovideo":"Yes","field_usa_web_audiovideo_ev":"Citizens and professionals can book an appointment with the City of Turin, make a video call with the operator and exchange the necessary documentation.","field_usa_web_wcag":"Yes","field_usa_web_wcag_ev":"Most of the services published in TorinoFacile (https:\/\/servizi.torinofacile.it\/info\/) services portal are WCAG compliant","field_usa_auth_assessment":"Yes","field_usa_auth_assessment_ev":"Some services use the SUS test to measure user satisfaction.","field_sec_eid":"Yes","field_sec_control_data":"Yes","field_sec_control_data_ev":"Users\u0026#039; personal data are processed in compliance with Italian privacy laws (European Regulation 2016\/679 GDPR)","field_sec_procedure":"Yes","field_sec_procedure_ev":"The City of Turin uses the data center of the CSI Piemonte (ICT in-house company) certified according to Agid (Agency for Digital Italy) regulations","field_citi_change_dec":"No","field_citi_change_dec_ev":"","field_citi_feedback":"Yes","field_citi_feedback_ev":"The City of Turin periodically carries out customer satisfaction surveys on specific services. Most of the services allow to the citizen, at the end of the task, to express his opinion about his satisfaction in using the service","field_ado_transact":"Yes","field_ado_transact_ev":"Most of the services are self-consistent and allow citizens to carry out all transactions within the online service.","field_ado_publicdata":"No","field_ado_publicdata_ev":"","field_redu_timesaved":"No","field_redu_timesaved_ev":"","field_redu_financesaved":"No","field_redu_financesaved_ev":"","field_sati_servprovision":"Yes","field_sati_servprovision_ev":"Most of the services allow to the citizen, at the end of the task, to express his opinion about his satisfaction in using the service","field_sati_share2y":"No","field_sati_share2y_ev":"","field_env_co2":"","field_env_co2_ev":""}]