The Administration of the XNUMXst Century to which we aspire has a duty to generate one culture of evaluating the social results of the initiatives and public services it launches, to know in depth and precisely if these solve the problems and needs of society, but they need to be improved, adapted to the new requirements or created new ones.
That is why at the AOC we measure the value of the digital solutions and services we offer to the Catalan administrations in terms of their impact on society, that is, according to the benefits obtained in terms of:
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Satisfaction: Do our services help meet the needs and expectations of society?
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Productivity: Do our solutions improve the efficiency and internal efficiency of public administrations and save time or money?
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Quality: Do we produce quality, functional digital services?
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Democracy: They strengthen citizen participation, transparència, accountability? Do they empower citizens, promote equality and social justice?
To answer these questions, from the AOC we have at the disposal of the Catalan administrations the following set of resources:
Satisfaction indicators for AOC services
To know if our services respond to the needs and expectations of people, we systematically collect the perceptions that users of our services have and analyze evolution over time. Only on the basis of this information can we make the best decisions about the improvements and changes we have to make about the services we offer.
We evaluate the satisfaction of users of digital services using the Net Promoter Score methodology adapted to the specifics of the public sector. For more information on this methodology and / or the criteria that we apply to the AOC for satisfaction surveys, you can visit the tab “Satisfaction with the use of digital public services"On our innovation website.
Indicators of economic savings in the use of digital administration
To find out the social return of the solutions and services we offer from the AOC to the Catalan administrations, we calculate the economic savings involved in using our services instead of processing the procedures in the traditional way. We do this through our own methodology that allows us to rigorously evaluate the economic savings involved in the use of digital administration, broken down by the Administration and by citizens, companies and associations.
If you want to know in an exhaustive way how they perform the savings calculations you can visit the file “Economic and time savings generated by the use of digital administration".
Electronic Administration Map of Catalonia
The high degree of adoption of our electronic administration services by the Catalan administrations, as well as the activity that results from their use (No. of electronic procedures, notifications, settlements, e-invoices, electronic exchanges of documents between administrations, etc.) are proof of the ability to produce useful, efficient and functional solutions.
To find out the degree of implementation of digital administration services (whether AOC services, other public bodies or companies) we offer you the Electronic Administration Map of Catalonia. This study is carried out annually and makes an exhaustive review of the state of digital maturity in local administrations, with the aim of drawing the map of the state of the situation and to detect those parts of the territory that need more impetus. and support in the process of digital transformation.
In addition, based on this analysis are delivered AOC recognitions. The data are collected from the following sources:
- Information on AOC services
- Analysis of local websites
- Information provided by the Entities themselves (for cases where AOC services are not used)
- Information provided by market companies (for cases where AOC services are not used)
Activity reports of the AOC services
We update the monthly activity reports of the AOC services where we collect the following indicators:% of availability of each service, entities that have implemented it and more active entities, evolution of the activity by years or months, savings generated, etc.
These reports are standard and are prepared using Microsoft's PowerBI tool. They facilitate the quick and easy consultation of the indicators, the filtering and some functions of navigation by the information.
They can be consulted from:
- Move over Indicators of the AOC website
- Apart from Services From the AOC website, you can access, from the file for each service, a specific report with more detailed information.
Open data on the activity of the AOC services
For more advanced users, who want to make more complex reports or cross-referenced with other data, we offer activity information in open data format to encourage the use and reuse of public sector information, according to the Llei 18 / 2015 and the European Directive 2019/1024.
Open data can be consumed by different standardized mechanisms:
- Download CSV format open data files
- Integration through APIs
Specifically, the following data sets on the activity of AOC services are currently available:
Reports of Transparència
Additionally, we would like to highlight two studies that the AOC does not carry out (but we collaborate with it) that help local administrations to know the degree of implementation of the Law on TransparènciaSpecifically they are:
- Annual report Transparència, which is prepared by the Catalan Ombudsman
- Infoparticipa Map, which is developed by the Journalism and Communication Laboratory for Plural Citizenship, of the Faculty of Communication Sciences of the University of Barcelona
Conclusion
Evaluation is, therefore, one of the foundations of the new public administration, which places citizens at the center and is concerned with responding to their problems and needs. When we have a good system of continuous and systematic evaluation we can detect what we are doing right (and therefore should not change) and what is wrong to then apply corrective measures, improve them or even , create new services when it is verified that the usual solutions no longer work.
As numerous personalities have said throughout history (Galileo Galilei, Lord Kelvin, Peter Drucker, etc.):
"If you don't measure it, you can't improve it"
