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IInformation, nformation, TTransaction and ransaction and AAssistance to ssistance to CCitizens in itizens in AAlcobendaslcobendas
ITACA ITACA Governing with citizensGoverning with citizens
Experience with electronic participation in AlcobendasExperience with electronic participation in Alcobendas
Antonio Díaz MéndezDirector of Planning, Coordination and Quality
Government of Alcobendas
• 107.098 residents• Municipal district: 4.411 Has.• 17 Km. from the center of Madrid and 5 Km. from the Airport
Institution: Government of Alcobendas
• Government, 3 Boards and public enterprises.• 1157 public employees.• 361 public enterprise workers.• 238,759 thousand million € (2007).
City: Alcobendas, north of Madrid
Basic InformationBasic InformationBasic InformationBasic Information
1995 1st Strategic Plan. Alcobendas City Plan.
Information Highways: Network Growth
Modernization and quality.
1997 1st Quality Plan and ITACA start-up.
1998 Cable operator conventions.
1999 ITACA Project : Sac, Web and Alcobendas Card.
2000 Arroyo de la Vega “Silicon Valley of Madrid”. (El País, ABC).
20012001 2nd Quality Plan and ITACA II Project (PAM 2000-2003).
20022002 Madrid: Gate to Internet in Europe (NAP).
2003 2003 Convention ADMINISTRATEL self-service positions.
2004 2004 ITACA III Project (2004-2007).
2005 2nd Strategic Plan. 2nd Alcobendas City Plan.
2007 3rd Web version and Card. New positions convention.
Strategic ContextStrategic ContextStrategic ContextStrategic Context
ITACAITACA ProjectProject Quality of citizen assistanceQuality of citizen assistanceITACAITACA ProjectProject
Quality of citizen assistanceQuality of citizen assistance
Facilitating the relationship between citizens and their administration and
achieving integrated assistance (personal, telephonic, and on-line)
oriented entirely toward the citizens’ needs.
Results by categoryResults by categoryResults by categoryResults by categoryPersonal Assistance
Year 2001 Year 2002 Year 2003 Year 2004 Year 2005 Year 2006 91.791 122.116 124.851 130.420 157.822 149.134
Telephonic Assistance
Year 2001 Year 2002 Year 2003 Year 2004 Year 2005 Year 2006 43.871 57.412 87.973 103.927 120.104 126.141
On-line Assistance (Accesses to web site)
Year 2001 Year 2002 Year 2003 Year 2004 Year 2005 Year 2006 157.716 236.499 268.092 351.626 556.812 826.943
157.716 236.499 268.092 351.566
556.812
826.943
91.791122.116 124.851
130.420
157.822
149.134
43.871
57.41287.973
103.927
120.104
126.141
0
200000
400000
600000
800000
1000000
1200000
2000 2001 2002 2003 2004 2005 2006
TELEPHONIC ASSISTANCE
PERSONAL ASSISTANCE
ON-LINE ASSISTANCE
24.54985.14527.037
Assistance structured by category
Results by categoryResults by categoryResults by categoryResults by category
30948
3.582 3.893 4.4785.366
16.787
20.787
0
5000
10000
15000
20000
25000
30000
35000
2000 2001 2002 2003 2004 2005 2006
Alcobendas Card Users
Results of Card EvolutionResults of Card EvolutionResults of Card EvolutionResults of Card Evolution
ITACA II Project : On-line SourcesITACA II Project : On-line SourcesITACA II Project : On-line SourcesITACA II Project : On-line Sources
1- Web: Information, Management, Participation, Communication1- Web: Information, Management, Participation, Communication
3 Development Focal Points:3 Development Focal Points:
• Portal conceived from the citizens’ point of view Portal conceived from the citizens’ point of view
• Aligned with the objectives of ITACA Project and the Municipal Action PlanAligned with the objectives of ITACA Project and the Municipal Action Plan
• Offers a personalized identification, information and Offers a personalized identification, information and management servicemanagement service
for residents and municipal service users (30.948 users)for residents and municipal service users (30.948 users)
2- Alcobendas Card: A focus on citizens2- Alcobendas Card: A focus on citizens
3- Free on-line Service Positions (29 positions): democratizing 3- Free on-line Service Positions (29 positions): democratizing access and useaccess and use
• Overcoming the digital gap and allowing access to information, management and participation • More than 600.000 users since 1 January, 2004
Experience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic Democracy
EVOLUCION CANAL ENTRADA WEB/E-MAIL
34% 35% 38% 41%
33%33%33% 36%
0%
20%
40%
60%
1ºTRIM 2ºTRIM 3ºTRIM 4º TRIM
2005 2006
Complaints and Suggestions
1. Individual participation in management improvement
EVOLUCION CANAL DE RESPUESTA WEB/E-MAIL
32%
24% 28%
28%
26%26%
26% 28%
0%10%20%30%40%
1ºTRIM 2ºTRIM 3ºTRIM 4º TRIM
2005 2006
Total Complaints/Suggestions 2006: 2705
Experience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic Democracy
2. Consultations on management commitment:
• Service Letters:• Parks and Gardens Service Letter• Citizen Attention Service Letter• Elderly Service Letter
Experience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic Democracy
3.: Voting and forums to learn citizen opinion:• Youth Plan• Territorial division of the city: Neighborhood names• Art in the City Project • Opinion about Alcobendas• Need for a Hospital in the northern zone of Madrid• Alcobendas Exhibition: What a Difference!• Parking on Olivar Street• 2nd Strategic Plan (future of the city)• Metro Norte (north metro) stations
Experience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic Democracy
4.: Citizen consultations on improving the city
• Extremadura Park• Investment Plan for la Moraleja and El Soto
Experience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic Democracy
5.: Strategic Participation and Innovation
The Government of Alcobendas participated in 2004 and 2005 in the development of a citizen consultation tool, testing the “Opinion” tool in its citizen participation process of the 2nd Strategic Plan in collaboration with Indra Systems.
Experience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic Democracy
6. Incorporation of European initiatives: CLEAR ProjectCurrently active, the international project CLEAR is a consultation for the Diagnosis of Citizen Participation in diverse European cities, promoted by the European Council. The Government of Alcobendas has been selected as a component of this project, which it is implementing through a consultation tool on its web site.
Experience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic Democracy
Conclusion:
• Electronic Democracy must respond to the strategic goal of the development of participation and e-government (governance model).
• It is developed through specific project applications such as “good practice”.
• The population in encouraged to progressively use on-line means to express their opinions and proposals.
Experience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic Democracy
• Voting: works through simple ideas and statements and through clear opinions. Difficulties include validity and statistical reliability.
• Forums: tend to be “politicized”.
• Consultations: work well for specific construction projects and/or small urban reforms.