Localising the User-Centricity PrinciplesLast update 17 Sep 202182 paragraphs, 93 comments
Localising the User-Centricity Principles (IT)Last update 17 Sep 202191 paragraphs, 26 comments
Localising the User-Centricity Principles (NL)Last update 17 Sep 202189 paragraphs, 10 comments
Localising the User-Centricity Principles (FR)Last update 17 Sep 202192 paragraphs, 0 comments
Localising the User-Centricity Principles (ES)Last update 17 Sep 202191 paragraphs, 0 comments
Localising the User-Centricity Principles (FIN)Last update 17 Sep 202191 paragraphs, 0 comments
Localising the User-Centricity Principles (DE)Last update 17 Sep 202191 paragraphs, 0 comments
List of indicators for UserCentriCities dashboardLast update 20 Sep 202167 paragraphs, 132 comments
Indicators list - second iterationLast update 24 Nov 202179 paragraphs, 85 comments
Indicators list - second iteration
0. BACKGROUND INFORMATION
* Total number of employees of the local authority
27000
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Antonio García de la Paz
- 02 Dec 2021 08:57
* Total population of the local authority
3400000
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Antonio García de la Paz
- 02 Dec 2021 08:57
* Total annual budget of the local authority
5000000000 aprox.
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Antonio García de la Paz
- 02 Dec 2021 08:58
1. ENABLERS
1.1 Skills
* Does the local authority have in the administration the positions of service designers / user researchers / user experience experts?
no
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Antonio García de la Paz
- 25 Nov 2021 13:19
* If yes, provide the evidence, including the approximate number of such positions
Difficult question, who knows this?
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Jochem
- 24 Nov 2021 17:35
This rises a question about the process and operation model as well as the purpose of the dashboard. To whom is the evidence provided to and for?
UCC? Commission? Other cities? Citizens?
Should the evidence be public documents on the dashboard website? What for example is the proof of service designer positions other than their contracts?
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Veera Vihula
- 26 Nov 2021 10:01
The number shouldn't be an indicator as it changes based of the total size of the administration
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Paola Russillo
- 29 Nov 2021 08:34
* How many ICT specialists does the local authority employ?
Directly or including inhouse consultants? If we want to measure capabilities or resources available, also purchased services are valid.
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Veera Vihula
- 25 Nov 2021 16:06
Agreed, same goes to service designers/user researchers/UI experts - often these services are bought in.
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Maarja Kõue
- 26 Nov 2021 15:59
The number should'n be an indicator as it changes based on the total size of the administration
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Paola Russillo
- 29 Nov 2021 08:34
500
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Antonio García de la Paz
- 02 Dec 2021 08:58
* Does the local authority provide structured training on service design or user research to civil servants in the last two years?
Especially civil servants or employees? (different positions in public organizations)
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Veera Vihula
- 26 Nov 2021 09:47
Yes.
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Antonio García de la Paz
- 02 Dec 2021 08:59
* If yes, provide the evidence, including the approximate number of people trained
Difficult question, who knows this?
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Jochem
- 24 Nov 2021 17:36
Again the munber shouldn't be an indicator...
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Paola Russillo
- 29 Nov 2021 08:35
* Does the local authority provide structured training on digital technologies to civil servants in the last two years?
yes.
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Antonio García de la Paz
- 02 Dec 2021 08:59
* If yes, provide the evidence, including the approximate number of people trained
Difficult question, who knows this?
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Jochem
- 24 Nov 2021 17:36
Again the number...
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Paola Russillo
- 29 Nov 2021 08:35
* Does the local authority provide structured training on digital technologies to citizens in the last two years?
no
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Antonio García de la Paz
- 02 Dec 2021 09:00
* If yes, provide the evidence, including the approximate number of people trained
Impossible to answer, for me at least
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Jochem
- 24 Nov 2021 17:26
Again the number shouldn't be an indicator
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Paola Russillo
- 29 Nov 2021 08:36
* Any additional indicators (and sources)?
1.2 Strategies
* Does the local authority have a digital strategy less than three years old?
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Antonio García de la Paz
- 02 Dec 2021 09:32
* Does the local authority have formal service standard (like for instance the UK Government Digital Service standards)?
What standars are meant?eu, national, local? This implies and requires knowledge of the uk standards, which are not widespread
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Jochem
- 24 Nov 2021 17:37
Usually the standards are set at national level, it shouldn't be an indicator for local authorities
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Paola Russillo
- 29 Nov 2021 08:36
This is not exactly a "local authority" is a "national authority/regulation". INTEROPERABILITY https://administracionelectron... SECURITY: https://administracionelectron... and CITIZEN CHARTERS: https://administracionelectron...
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Antonio García de la Paz
- 02 Dec 2021 09:36
* Does the local authority have design guidelines, including for instance standards for simple language?
Closed question, should ask ‘which’ as well
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Jochem
- 24 Nov 2021 17:38
Standards for simple language is also a separate indicator in Usability. should only be asked once. Is there an other example of design guidelines?
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Veera Vihula
- 26 Nov 2021 10:05
Again the standards are usually set at national level, not at local one
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Paola Russillo
- 29 Nov 2021 08:37
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Antonio García de la Paz
- 02 Dec 2021 09:37
* Does the local authority mention service design or user experience in its digital strategy?
Should this be "If the local authority has a digital strategy does it mention service design?"
OR even better:
"Is service design mentioned in digital strategy or some other strategy level document?"
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Veera Vihula
- 26 Nov 2021 10:08
* Any additional indicators (and sources)?
1.3 Ecosystem
* Does the local authority provide APIs to other administrations and to private companies
a '?' is missing.
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Manon
- 26 Nov 2021 14:20
Yes, by National Data Interchange Platform: https://administracionelectron...
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Antonio García de la Paz
- 02 Dec 2021 09:39
* If yes, how many external organisations (public and private) access the API monthly on average?
How to know, who knows. This requires responsees with much and broad knowledge (does not exist), or a group of people answering together
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Jochem
- 24 Nov 2021 17:39
The number is always problematic as indicator as it doesn't take in account the size of the local administrations
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Paola Russillo
- 29 Nov 2021 08:37
* Does the local authority use standardised services modules, provided at national or European level (e.g. national payment service or eID)?
https://administracionelectron...
EIDAS (national node): https://administracionelectron...
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Antonio García de la Paz
- 02 Dec 2021 09:44
* Any additional indicators (and sources)?
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?
Closed question, should ask ‘which’ as well
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Jochem
- 24 Nov 2021 17:39
* 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?
* 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 years
The number shouldn't be an indicator
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Paola Russillo
- 29 Nov 2021 08:38
* 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?
Closed question, should ask ‘which’ as well
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Jochem
- 24 Nov 2021 17:40
* Does the local authority habitually use web analytics to monitor users behaviour (e.g. completion rates and most frequent errors)?
Closed question, should ask ‘which’ as well
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Jochem
- 24 Nov 2021 17:40
* Does the local authority habitually plan for releasing regular (at least once a year) new releases for existing digital services?
Question on frequency, or size?
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Jochem
- 24 Nov 2021 17:40
New releases = updates? Often technical updates are run and released by the service provider (compare MS 365). Does this mean service content updates?
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Veera Vihula
- 26 Nov 2021 14:05
* Any additional indicators (and sources)?
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)?
§majority or fully? This closed question can be answered/interpreted in multiple ways
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Jochem
- 24 Nov 2021 17:41
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Antonio García de la Paz
- 02 Dec 2021 09:47
* Does the local authority have a dedicated app?
…. For….?
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Jochem
- 24 Nov 2021 17:42
Digital services should be device independent. Design "Mobile-first" but scalable to other devices (laptop etc). What does the existence of a an app measure?
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Veera Vihula
- 25 Nov 2021 16:12
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Antonio García de la Paz
- 02 Dec 2021 09:47
* 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?
Why do we want to know this, I was trying to figure this out?
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Jochem
- 24 Nov 2021 17:42
* Has the local authority already fulfilled the requirements of the Single Digital Gateway (deadline end of 2022)?
Could help if the questionnaire contains a direct link to the explanation of this SDG
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Jochem
- 24 Nov 2021 17:43
The compliance to SDG is important but the specific deadline of 2022 becomes outdated soon...
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Paola Russillo
- 29 Nov 2021 08:40
We are linked with the national node that works like gateway with this service.
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Antonio García de la Paz
- 02 Dec 2021 09:50
* Does the local authority provide normally to citizens the possibility to check online the status of their procedure (e.g. initiated, ongoing or terminated)?
Good question, sentence is not technically perfect
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Jochem
- 24 Nov 2021 17:44
Yes.
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Antonio García de la Paz
- 02 Dec 2021 09:51
* Any additional indicators (and sources)?
2.3 Usability
* Are the local authority web services in line with WCAG guidelines?
Wcag? Could there be an explanation or direct link to more info on this?
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Jochem
- 24 Nov 2021 17:44
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Antonio García de la Paz
- 02 Dec 2021 09:52
* Has the local authority put in place means for users to provide feedback?
sentence is not technically perfect
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Jochem
- 24 Nov 2021 17:45
* Does the local authority have simple language standards?
Are there such things? Or is the question whether cities have easy language protocols?
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Jochem
- 24 Nov 2021 17:45
Good question from Jochem, does this mean protocols/guidelines or standards?
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Veera Vihula
- 25 Nov 2021 16:18
Maybe follow-up with a 'If so, what standards?'
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Manon
- 26 Nov 2021 14:24
* Does the local authority habitually carry out usability assessment of its online services, using standard tools such as System Usability Scale (SUS)?
Sus? Could help if there was a link to an explanation
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Jochem
- 24 Nov 2021 17:46
sentence is not technically perfect
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Jochem
- 24 Nov 2021 17:46
* Does the local authority habitually provide to users clear expectations of maximum time for service delivery?
No.
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Antonio García de la Paz
- 02 Dec 2021 09:53
* Does the local authority have consistent design across all online services and websites?
In what way consistent design? I would not know what to answer
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Jochem
- 24 Nov 2021 17:47
What do we want to measure with this? If the services are recognizable for a local authority service? Design in the context of brand colours, logos etc (recognizable) or consistent in architecture? Also, there's the question of legacy with the systems/services. What is good enough consistence?
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Veera Vihula
- 26 Nov 2021 14:10
Yes. All the service under the same design.
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Antonio García de la Paz
- 02 Dec 2021 09:56
* Any additional indicators (and sources)?
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 is not technically perfect
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Jochem
- 24 Nov 2021 17:47
* 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)?
Citizens can ask about it and have internal rules a procedures published in the intranet.
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Antonio García de la Paz
- 02 Dec 2021 10:00
* 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 is not technically perfect
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Jochem
- 24 Nov 2021 17:48
Yes.
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Antonio García de la Paz
- 02 Dec 2021 10:01
* Any additional indicators (and sources)?
2.5 Redress mechanisms
* Does the local authority provide online redress mechanisms for both citizens and businesses?
General question, redress?? Could the question be formulated slightly different to avoid ‘redress”?
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Jochem
- 24 Nov 2021 17:49
* Any additional indicators (and sources)?
3. OUTCOME
3.1 Adoption
* Considering only services that are available online, are the majority of transactions carried out online?
Is the concept / definition of transactions clear to all?
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Jochem
- 24 Nov 2021 17:49
50% aprox.
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Antonio García de la Paz
- 02 Dec 2021 10:02
* Does the local authority publish data on usage of online services (such as number of transactions) on a regular basis?
Yes/No or Yes/no/partly? Whats the scale with these kind of questions?
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Veera Vihula
- 26 Nov 2021 14:11
No.
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Antonio García de la Paz
- 02 Dec 2021 10:03
* Any additional indicators (and sources)?
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?
* If yes, provide the evidence, including the results
This sentence should be changed into a measurable indicator
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Paola Russillo
- 29 Nov 2021 08:42
* Does the authority measure the amount of annual financial savings for the public administration?
* If yes, provide the evidence, including the results
This sentence should be changed into a measurable indicator (eg. the financial saving of a bigger authority can be a lower result than a smaller saving in a small authority, because of the total expensed of the authority)
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Paola Russillo
- 29 Nov 2021 08:43
* Any additional indicators (and sources)?
3.3 Satisfaction
* Does the local authority measure the citizens’ level of satisfaction with regards to the services’ provision?
* If yes, does it use standard methods such as NPS?
NPS?
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Jochem
- 24 Nov 2021 17:50
I would not mention a method specifically. I would just ask 'If so, what standard method?'
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Manon
- 26 Nov 2021 14:26
* What is the average share of satisfied users in the last two years?
Again the average share is related also to the size of the authority
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Paola Russillo
- 29 Nov 2021 08:44
* Any additional indicators (and sources)?
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?
If someone measures this can you share how you do it? This requires multiply sources (right?)
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Veera Vihula
- 26 Nov 2021 14:12
No.
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Antonio García de la Paz
- 02 Dec 2021 10:03
* If yes, provide the evidence, including the results
This one should be changed into a measurable indicator
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Paola Russillo
- 29 Nov 2021 08:44
* Any additional indicators (and sources)?