Towards User Centric Public Services

List of indicators for UserCentriCities dashboard

The current list proposes a first draft of indicators to be included in the UserCentriCities dashboard. The dashboard is structured in three dimensions:

1. Enablers: This dimension aims at assessing the level of different factors that could play a role as enablers for uptake of digital services by citizens. These indicators are grouped in four categories: skills; incentives; ecosystem; and participation. They will give a clear view of the preparedness of the local authorities for digitalisation.

2. User-centricity performance: This dimension aims at assessing how user-centric are the digital services offered by the local authorities. The indicators are grouped in five categories: supply of services; usability; security; privacy; and redress mechanisms in place. These indicators will help reveal the gaps existing within the current offer of services and focus on the ways to address the identified gaps.

3. Outcome: This dimension aims at assessing the outcomes of the digital services offered by the local categories. These indicators are grouped in four categories: adoption (by citizens); reduction of the administrative burden (for citizens); satisfaction; and impact. These indicators will help understand the citizens’ attitude and perception towards digital services offered by local authorities (to a certain extend).

1. ENABLERS

1.1 Skills

* The number of professionals with user experience / user research / service design skillssentence permalink

4

* The number of ICT specialists employed by the local authoritysentence permalink

7

* The share of citizens with at least basic digital skills at local level (or national level, based on data availability)sentence permalink

5

* Number of civil servants that received training in ICTsentence permalink

4

* Total number of employees of the local authoritysentence permalink

5

* Any additional indicators (and sources)?sentence permalink

7

1.2 Incentives

* Does the local authority offer incentives for citizens to use digital services (such as lower costs for online)?sentence permalink

6

* Does the local authority provide onboarding of citizens in digital services?sentence permalink

2

* The number of citizens that received training on digital public service usesentence permalink

5

* Any additional indicators (and sources)?sentence permalink

5

1.3 Ecosystem

* The number of APIs provided by the local authority to other administrations and to private companiessentence permalink

4

* The monthly number of calls to APIs developed by the local authoritysentence permalink

3

* Number of standardised services modules in use, provided by higher institutional bodies (e.g. national payment service or ID)sentence permalink

3

* Any additional indicators (and sources)?sentence permalink

5

1.4 Participation

* Has the local authority adopted service co-design / user research practices?sentence permalink

3

* The number of citizens that have engaged in service co-design practices in the past yearsentence permalink

3

* (alternative indicator) The share of citizens that have engaged in service co-design practices in the past yearsentence permalink

2

* The number of digital participation initiative offered by the local authority to citizens to engage them in the creation of new policiessentence permalink

1

* Any additional indicators (and sources)?sentence permalink

1

2. USER-CENTRICITY PERFORMANCE

2.1 Supply of services

* The share of services available online out of total services provided that could potentially be digitalisedsentence permalink

1

* Do the online services provided align with the requirements of the Single Digital Gateway?sentence permalink

1

* The share of online services that offer the possibility to check their online status (e.g. active or inactive)sentence permalink

1

* Any additional indicators (and sources)?sentence permalink

3

2.2 Usability

* Are the local authority web services in line with WCAG guidelines?sentence permalink

2

* Are the online services developed through constant iteration and changed based on behaviour of citizens?sentence permalink

5

* The share of digital services that are fully in line with WCAG guidelinessentence permalink

+

* Has the local authority put in place means for users to provide feedback?sentence permalink

4

* Does the authority has simple language standards?sentence permalink

+

* Does the authority has service standards in place?sentence permalink

1

* Any additional indicators (and sources)?sentence permalink

4

2.3 Security and privacy

* Are the users able to use eID, recognised under the eIDAS directive, as a means of authentication for all online services requiring authentication?sentence permalink

1

* The share of citizens with an eIDAS compliant eID at local level (e.g. city, municipality, administrative region etc.)sentence permalink

1

* Has the local authority put in place channels through which citizens can access and ask for the correction and deletion of their personal data?sentence permalink

1

* Any additional indicators (and sources)?sentence permalink

2

2.4 Redress mechanisms

* Does the local authority provide online redress mechanisms for both citizens and businesses?sentence permalink

1

* Any additional indicators (and sources)?sentence permalink

1

3. OUTCOME

3.1 Adoption

* The share of transactions executed online out of total transactions (online and offline) executedsentence permalink

2

* The share of citizens possessing an eID that have made use of it at least oncesentence permalink

1

* The share of population by specific segmentssentence permalink

3

* Does the local authority publish adoption data in real time?sentence permalink

2

* The three most popular services and their adoption ratessentence permalink

1

* The share of online transactions completed out of the total transactions attempted (the completion rate)sentence permalink

+

* Any additional indicators (and sources)?sentence permalink

+

3.2 Reduction of administrative burden

* Does the local authority provide pre-filled forms?sentence permalink

+

* Does the local authority offer at least one proactive service?sentence permalink

1

* The average time saved by citizens when using an online service compared to the offline onesentence permalink

2

* The estimated amount of annual financial savings for the public administrationsentence permalink

1

* Any additional indicators (and sources)?sentence permalink

+

3.3 Satisfaction

* Does the local authority measure the citizens’ level of satisfaction with regards to the services’ provision?sentence permalink

2

* The share of satisfied userssentence permalink

+

* Any additional indicators (and sources)?sentence permalink

2

3.4 Impact

* Annual estimate of the volume of CO2 saved by the citizens when using an online service compared to the offline onesentence permalink

2

* Any additional indicators (and sources)?sentence permalink

4