AOC

Challenge

How can we offer citizens a personalized, proactive and trustworthy relationship with the public administration.

Problematic

Public services are generally developed to meet the interests of management agencies, whilst the expectations of citizens are growing as they have very successful experiences in the private sector.

Indeed, citizens demand (and have the right) for agile, easy and secure public services; wants to know what data the administrations have, how and why they exchange them or in what precise state their requests, their file, etc.

New times, new demands

To meet these demands, the administrations must "rethink" public services placing citizenship at the center, relying on the opportunities offered by new technologies, and taking advantage of the set of data they have to detect problems, needs and opportunities to conceive new solutions, as well as to evaluate the operation of current services, in order to detect impacts not desired, failure to meet expectations and improve everything that is necessary.

We want to emphasize the fact that administrations have a large amount of citizen data, but these are not used enough to design better public services, largely because they are not structured, correlated, or organized. If we want to advance in the usability, personalization and pro-activity of public services, we must learn to manage this data not only to empower citizens but to give more value to the public services that are provided.

Proposed solution

Create a digital service that facilitates citizens' relations with the public administration, while satisfying the following needs:

  • Monitoring my activity with the administration: status of applications, notifications and / or communications received, consultation of files, etc.
  • Access to my personal data held by the administration as well as the generation of the necessary supporting documents: registration certificate, certificate of compliance with tax obligations, working life, etc.
  • Know what my data they are exchanged between administrations and for what purposeas well as controlling my logins on different public digital services.
  • Be aware of what affects me through personalized warnings and recommendations.

 "My space, a digital solution to improve citizens' relations with the public administration, with a transversal, personalized and proactive vision"

Key aspects of the project

  • Integration with:
    • Interadministrative Citizen Folder = General Access Point (Law 39/2015)
    • AOC services: e-TRAM, e-Notum, e-Fact, ERES, Via Oberta, etc.
    • Folders from other public administrations
  • Prioritizing access to mobility (first mobile)
  • Authentication: Through an easy and secure identification system, based on ours VALID service

"My space" step by step

Throughout these months we have applied tools and methodologies, such as Design Thinking, to the different phases of the project. They have been the following:

1. Legal analysis: We validated that in the legal framework of the European Union (GDPR) it is possible to create "profiles" if personal data are anonymized so that there is no way, directly or indirectly, to identify a specific person.

2. Data analysis: We commissioned a study to identify the different archetypes of citizens. The following conclusions were drawn:

  • The AOC has a large number of public records, but only a small fraction of them are relevant for defining citizen profiles.
  • One of the areas where the AOC has the most relevant data are citizens with social needs. For this reason, once the anonymous data we had (data on the use of the Hestia and Via Oberta services) we commissioned a "data analysis" where 5 archetypes of social service users were identified. You can see the results of big data analysis applied to services (MyGov Social) [Presentation at Mobile World Congress 28/2/2018]
  • Mobile-first: The citizen with social demands does not have a good internet connection and a computer at home, but most have a smartphone. So, we decided to turn "My Space" into a mobile-optimized solution.

3. Research: We conducted extensive research in the public and private sectors to identify best practices and examples of governments and businesses that provide users with access to personal data, personalization and efficient information management.

Featured Practices:

As a synthesis of the research carried out, we compiled a list of good practices to take into account in the design of the “My space” solution:

  • Providing secure, unique and diversified access (by profiles)
  • Allow space customization
  • Use of standards and real time for the exploitation of the data
  • Include information and statistics on citizenship in general
  • Have a customizable notification and alarm system
  • Allow direct communication (chatbot, e-mail)
  • Categorize citizen data into life events
  • Configuration of different user profiles (individual, company, worker)
  • Offer options to save a list of Favorites
  • Facilitate connection and exchange with other citizens
  • Allow digital contribution of documents

4. Co-design with users. We did several co-designing activities with administration staff and citizens.

  • A challenge, through an open innovation platform, where public employees proposed and valued new ideas and concepts.
  • A Design Thinking workshop with public employees. In this workshop we did the following activities: Mood Board, Personas, Context mapping focusing on pain points and Dicotomies.
  • Several co-design workshops to validate the archetypes obtained with data analysis and to identify the needs, interests and expectations of users through Design Thinking techniques. In these workshops we also identified the journey of the citizen through ethnographic methodologies and co-created the main functionalities of the solution.

5. Proof of concept. We defined a minimum viable product according to the needs and interests of the citizenry. We validated the proof of concept in the same session, with the users (citizens and public employees) and collected the expected benefits.

For the citizens:

  • Empowerment and confidence in public administration
  • Increased satisfaction
  • Save time and costs
  • Less stress: citizens know what the solution offers

For the government:

  • Better valuation on the part of the citizens
  • The services provide according to needs
  • Save time and costs
  • Increased satisfaction of public employees

6. Prototyping

After several iterations, a detailed and functional prototype was developed that allowed us to open it to a wider circle of collaborators in order to obtain more detailed feedback. You can participate through l'open space for proposals for improvement.

At the same time we tried the protocol www.uport.me, that must allow the data that can be obtained through Via Oberta (eg University Degree), you can share them with the AP of your choice, all under your control. The U.port solution promotes:

  • Secure and scalable data exchange
  • Data controlled by the user
  • Blockchain-based trusted ecosystem

Finally, we performed several concept tests and prototypes.

Complementary initiatives

Status of the project

  • In production and available with the AOC's Electronic Headquarters and Transparency service.
  • To access "My Space" you must enter the electronic headquarters of each entity and authenticate using Idcat Mobile, Digital Certificate, Cl @ ve or any other authentication system.

More information