The open space for proposals to improve the AOC, We improve the AOC, received during the year 2022 more than 1.500 contributions from 511 users in the form of ideas, complaints, thanks, queries, comments and upvotes. From all this knowledge, we have implemented 55 improvement proposals that will facilitate the management and understanding of the digital services we provide.
The Milorem AOC space was launched in 2017. Permet rselect and manage proposals for improvement of AOC services in an open and transparent manner: all suggestions, votes and comments are public and can be subscribed to follow them. It is an innovative and unique initiative in the public sector at the state and international level that boosts collective intelligence to improve public services by facilitating user input and interactions through comments, upvotes or brainstorming.
This initiative is part of the AOC's strategy of designing services centered on people, where they have agile and easy channels to help improve our digital services based on their needs and expectations. The management of improvement proposals is carried out by the AOC's Support service, which also deals with incidents, inquiries and requests. This way, Suport provides a 360º view of the relationship with citizens and public employees which allows you to carry out a qualitative review and refer the priority requests for improvement to the person in charge of each Service to evaluate and plan their implementation.
The areas that have received the most suggestions are electronic notifications, digital identification, municipal procedures and the electronic headquarters and transparència.
Overall balance of the Milorem AOC
Over the last six years, we have collected your contributions with the following balance sheet:
The main indicators are as follows:
- 14.000 people
- 16.000 votes in support of proposals
- 7.700 contributions of ideas, complaints, thanks and queries
Given the large volume of proposals received, those that have a minimum of ten votes of support are responded to, applying criteria similar to those used by leading companies.eres from the private sector. In this way, the user community helps us define the proposals that we must prioritize. In this sense:
- 696 proposals have been implemented and 3 are in the pilot phase
- 104 proposals under review
- 21 planned proposals
- 148 proposals without "status" because they have not yet reached the minimum number of support votes.
Why a collaborative space for proposals for improvement
The expertise of administration staff and citizens is essential in helping to define and improve digital public services and, at the same time, helps to plan and prioritize future developments.
The philosophy of open innovation tells us that knowledge is distributed and that everyone can have good ideas, regardless of their responsibilities and position. For this reason, it is necessary to promote mechanisms to collect good ideas, encourage participation in the prioritization of these ideas and facilitate the monitoring of their implementation. And this needs to be done systematically and continuously over time.
From the AOC we analyzed the experiences of open innovation in the public sector. We detected some specific initiatives in some governments and some proposal collection portals focused on future challenges and new projects. But we did not identify any solution that would facilitate the systematic and continuous collection of proposals for improving existing digital services. In the private sector there is more experience and you can find various solutions that facilitate these tasks; they are mostly used by software development companies.
More information
To find out more about this solution, you can consult the file of theCollaborative space for proposals for improving AOC services, which you can find in the Innovation space of the AOC: AOC laboratory.
