0. BACKGROUND INFORMATION

Total number of employees of the local authoritysentence permalink

Total population of the local authoritysentence permalink

Total annual budget of the local authoritysentence permalink

1. ENABLERS

1.1 Skills

Does the local authority have in the administration the positions of service designers / user researchers / user experience experts?sentence permalink

If yes, provide the evidence, including the approximate number of such positionssentence permalink

How many ICT specialists does the local authority employ?sentence permalink

Does the local authority provide structured training on service design or user research to civil servants in the last two years?sentence permalink

If yes, provide the evidence, including the approximate number of people trainedsentence permalink

Does the local authority provide structured training on digital technologies to civil servants in the last two years?sentence permalink

If yes, provide the evidence, including the approximate number of people trainedsentence permalink

Does the local authority provide structured training on digital technologies to citizens in the last two years?sentence permalink

If yes, provide the evidence, including the approximate number of people trainedsentence permalink

Any additional indicators (and sources)?sentence permalink

1.2 Strategies

Does the local authority have a digital strategy less than three years old?sentence permalink

Does the local authority have formal service standard (like for instance the UK Government Digital Service standards)?sentence permalink

Does the local authority have design guidelines, including for instance standards for simple language?sentence permalink

Does the local authority mention service design or user experience in its digital strategy?sentence permalink

Any additional indicators (and sources)?sentence permalink

1.3 Ecosystem

Does the local authority provide APIs to other administrations and to private companiessentence permalink

If yes, how many external organisations (public and private) access the API monthly on average?sentence permalink

Does the local authority use standardised services modules, provided at national or European level (e.g. national payment service or eID)?sentence permalink

Any additional indicators (and sources)?sentence permalink

2. USER-CENTRICITY PERFORMANCE

2.1 Co-creation

Does the local authority habitually (as standard practice on every new digital service) use service co-design / user research sessions in developing its services?sentence permalink

Does the local authority habitually carry out users research sessions on a regular basis (at least once a year) after the launch of digital services?sentence permalink

If yes, provide the evidence, including the approximate number of sessions or people of citizens that have engaged in service co-design practices in the past two yearssentence permalink

Does the local authority habitually (as standard practice on every new digital service) use specific service co-design / user research sessions with disadvantaged communities (e.g. minorities, elderly, disabled people, etc.) in developing its services?sentence permalink

Does the local authority habitually use web analytics to monitor users behaviour (e.g. completion rates and most frequent errors)?sentence permalink

Does the local authority habitually plan for releasing regular (at least once a year) new releases for existing digital services?sentence permalink

Any additional indicators (and sources)?sentence permalink

2.2 Supply of online services

Does the local authority provide the majority of services fully online (out of total services provided that could potentially be digitalised)?sentence permalink

Does the local authority have a dedicated app?sentence permalink

Does the local authority offer at least one proactive service, where users are automatically signed up for a service based on the government-held data?sentence permalink

Has the local authority already fulfilled the requirements of the Single Digital Gateway (deadline end of 2022)?sentence permalink

Does the local authority provide normally to citizens the possibility to check online the status of their procedure (e.g. initiated, ongoing or terminated)?sentence permalink

Any additional indicators (and sources)?sentence permalink

2.3 Usability

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

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

Does the local authority have simple language standards?sentence permalink

Does the local authority habitually carry out usability assessment of its online services, using standard tools such as System Usability Scale (SUS)?sentence permalink

Does the local authority habitually provide to users clear expectations of maximum time for service delivery?sentence permalink

Does the local authority have consistent design across all online services and websites?sentence permalink

Any additional indicators (and sources)?sentence permalink

2.4 Security and privacy

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

Has the local authority put in place measures to ensure citizens' control over the data held about them (like who has access to the data and for what reason, correction of data, etc)?sentence permalink

Has the local authority put in place risk mitigation and risk management processes, as well as governance processes in case of misuse or attacks on digital customer services?sentence permalink

Any additional indicators (and sources)?sentence permalink

2.5 Redress mechanisms

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

Any additional indicators (and sources)?sentence permalink

3. OUTCOME

3.1 Adoption

Considering only services that are available online, are the majority of transactions carried out online?sentence permalink

Does the local authority publish data on usage of online services (such as number of transactions) on a regular basis?sentence permalink

Any additional indicators (and sources)?sentence permalink

3.2 Reduction of burden

Does the authority measure the average time saved by citizens when using an online service compared to the offline one?sentence permalink

If yes, provide the evidence, including the resultssentence permalink

Does the authority measure the amount of annual financial savings for the public administration?sentence permalink

If yes, provide the evidence, including the resultssentence permalink

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

If yes, does it use standard methods such as NPS?sentence permalink

What is the average share of satisfied users in the last two years?sentence permalink

Any additional indicators (and sources)?sentence permalink

3.4 Environmental impact

Does the authority measure the volume of CO2 saved by the citizens when using an online service compared to the offline one?sentence permalink

If yes, provide the evidence, including the resultssentence permalink

Any additional indicators (and sources)?sentence permalink