- Open administration
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The AOC, as co-creative entity of the NovaGob 2025 Congress, held in Barcelona on October 27 and 28, presented at the meeting some of its most outstanding projects, focused on digital transformation, citizen care and the improvement of public services.
The managing director of the AOC, Miquel Estape, participated in the session “Transformation or becoming irrelevant: the challenge of public administrations”. Miquel Estape He highlighted the need for public administrations to adapt to a changing environment, focusing on innovation, collaboration and digitalization to avoid becoming obsolete.
The head of service of My Space of the AOC, Rubén Jericho, participated in the NovaGob Congress presenting “My Space” a personalized digital service that offers an integrated and inter-administrative view of citizen management. It already serves more than 1.000 entities and includes pilots for registration and tax management.
For his part, the head of Innovation service at the AOC David Pastor, participated in the session “Ideas and cases of public transformation and innovation in public policy” where he presented “The automation of the energy poverty report”, a project that generates automatic reports to facilitate the protection of vulnerable people according to Law 24/2015. It reduces the administrative burden and avoids requesting documentation from citizens.
The second day of the congress was the turn of the Deputy Director of Organization of the AOC, Ignasi Albors, who held the demo session “Another Administration is possible: Evaluation by objectives, the case of the Open Administration Consortium of Catalonia”. Ignasi Albors explained that, in addition to periodically monitoring the key indicators of AOC services (activity, availability, savings, satisfaction, etc.), an evaluation of the annual objectives of a significant part of the staff, currently representing 84%, has been carried out since 2001. The evaluation method, which has been improving year after year, is currently based on three areas:
- 20% linked to the achievement of the organization's strategic corporate objectives, the same for everyone
- 60% linked to the achievement of different individual objectives for each job
- and 20% of the management's assessment in a collegial manner where aspects such as collaboration and commitment, teamwork, adaptability and proactivity are taken into account.
Next, the Deputy Director of Digital Transformation of the AOC, Pep Budí, participated in the session “Innovation and public management: the perspective of its protagonists” to share his vision on what it means to innovate in public administration and how to make it a reality. According to Budí, innovation has gone far beyond technology: it has involved transforming organizational culture and overcoming defensive bureaucracy to move towards a more agile, robust and people-centered administration.
During his speech, he reflected on how to find the balance between the need for change and the essential institutional stability, as well as on the key role of the mentality of public professionals in promoting true transformation.
It also addressed the challenge of making administration easier for citizens, with proactive services, clear communication and simpler processes.
In the session “Ideas and cases of transformation and public innovation”, the senior technician of the AOC Jordi Riba presented the “Citizen Support Chatbot with Generative AI”, an automated assistant that provides support on services such as idCAT, eFACT or Representa. Trained with generative AI, in 2024 it managed more than 143.000 queries, improving citizen care and freeing up human resources.
The Congress NewGov is organized by NewGov Barcelona City Council, Secretariat of Telecommunications and Digital Transformation of the Generalitat of Catalonia, la Diputació de Barcelona i theBarcelona Metropolitan Area (AMB).