www.bcn.es Barcelona E-Goverment Case The use of Information
and Communication Technologies in the promotion of local government
and development International conference, crete - heraklion,
Greece, 5th May 2006
Slide 3
www.bcn.es 2/10 Barcelona Scale (as in Dec. 2005) 1.6 Mill.
people (Barcelona) 4 Mill. visitors 24 Mill. visits to the web 4
Mill. phone calls 80,000 e-mails 150 agents contact centre 2,4
Mill. contacts in person Telephone Office Web
Slide 4
www.bcn.es 3/10 A succesful model Audience, Offerings and
Quality 1st city web in Europe. Within the top ten city webs in the
world An advanced contact center: information, transactions and
e-mails Well known and recognised by the citizens Internationaly
Awarded Transactions 100%, (76), of the transactions which generate
90% of transactions volume available on the Internet 25% of them
can be completed online (17) 40% of real usage of transactions on
the Internet 19% of real usage of transactions on the telephone
Transactions Demand
Slide 5
www.bcn.es 4/10 Barcelona 2007 E-Government Objectives 80% of
the transactions volume can be completed online SOA components
(online payment, records management system,....) available Public
Information of the Municipality available online 50% user take up
increase, especialy G2B and independent professionals 80% reduction
of attentions in the office due to register copies
Slide 6
www.bcn.es 5/10 E-Government Program Framework G2B and
Interoperability E-Government SOA components Strategy:Products and
channel mix, awareness and take up Usability: simplified access;
better user experience Telephone empowerment Reporting and Balanced
Score Card New hardware and Software infrastructure E-Government
Legal Framework New Transactions Portal New mobile channel
Slide 7
www.bcn.es 6/10 Awarded Best Practice: IRIS Project Processes
and systems to deal with citizens claims, complaints, suggestions
and gratitudes Unique Value Proposition: Promoting Civil Attitudes
to Improve City Operations Deliver what we promise: CRM solution
that allows back-to-end integration Citizen/costumer in the driver
seat: Multi-channel (+20 channels), tracking code Inexpensive
custom made based on standards: Java, OS components, multilingual
user interface Operating costs transferred to the operators:
Subcontractors charged with the complaint 325,000 Contacts 1,600
themes 800 users 4 dedicated staff 7 Council Departments 10
District Authorities 35 Contractors
Slide 8
www.bcn.es 7/10 Awarded Best Practice: IRIS Results as Dec.
2005 Increase participation Set protocols and SLAs Solve problem in
less than 48 hours Communicate the solution to the costumer
Redesign operations and act on hot spots Raise recognition and
profile 40% 60% 97% Action Plan at Ciutat Vella 2 Green Lights
Slide 9
www.bcn.es 8/10 E-Government Program Framework: Information
basements Clients Territory Objects Businesses CONNECTIVITY
SERVICES CONNECTIVITY SERVICES Information availability and
accuracy is a central issue A unique owner of central information
is a must
Slide 10
www.bcn.es 9/10 Awarded Best Practice: The Citizens Folder
Personal Information and trnsactions: register, taxes, vehicles,
properties and fines Secure access using user / pw or spanish
digital certificates Printing of valid regiter documents and tax
payment recipes online