The Barcelona City Council strategy respect citizens & companies relation with the Administration has been oriented toward a full quality model. This model should envisage its continuous improvement, making citizens duties with the municipality easier and offering information, services and products to citizens & companies, which represent real added value to them. Special care has been taken on two aspects:
- To establish attention channels, which should offer an agile access for the citizens & companies: OAC (personnel attention), PTAC (by phone), INTERNET, AUDIOTEX.
- To direct the collection of information, services and products from a reagent offer (on client demand) to a proactive offer (It is the municipality who propose and offer information, services and products providing a high percentage of utility to different groups).
After "city help desk" experience for more than 10 years, it was clear that this kind of full quality service was not possible to support economically, only from personnel or phone attention. Costs grew directly to the success. At this point the municipality needed to add new technologies to preserve or increase quality services, reducing costs. ICT services were the solution. The complexity of Spanish Administration (three levels: local, regional, national, even European level) and the size of the city of Barcelona (1 million and half and more than 4 million habitants in its metropolitan area), pointed to an inevitable convergence of procedures in different public administrations. SIPAC try to solve this need with an Internet service that reduces municipal help desk costs by 10, for the information and procedures available in SIPAC.
The development and implementation of the strategy explained, resulted in system including 600 procedures (municipal, regional and national) with a double functionality:
A- For external users: (citizens and companies) it's an Internet application, easy to use, 24 hours operating, with the following functionality's:
a- For all procedures:
- Description of the procedure.
- When do you have to do that procedure?
- Documentation needed
- Where to do that procedure?
- Who can present the documentation?
b- For 47 municipal procedures:
- To get official forms.
c- For 22 municipal procedures:
- To start the procedure directly through Internet.
B- For officials, it's a component on the daily work that shares the same knowledge database, which they use in the BackOffice protocols to manage citizen or company procedures, increasing productivity and avoiding errors.
This functionality is based in two tools:
- Procedures database, that includes all the information needed. The information is structured to allow the access from Internet SIPAC system as well corporate internal processes (local network).
- SIPAC application itself.