Arrow pointing to the left
Process from your mobile in an agile, easy and safe way (e-TRAM 2.0) - AOC Consortium

Current issue 

Currently very few digital public services can be provided from a mobile device because the forms and processes of identification and processing are complicated. 

On the other hand, statistics of the most advanced digital services from the private sector indicate that users already use their mobile phones for the most part in such matters as banking, purchasing products, booking accommodation, buying airline tickets or contracting for different services. They have achieved this after making major investments in usability, simplification and ease of use, with designs clearly focused on user needs.

In the public sector, traditionally, little has been invested in usability, administrative simplification and making things easy from a user-centric perspective.

It should be said, however, that the indicators of the e-Current TRAM (despite being an application developed 14 years ago) are excellent: 

  • More than 1.000 local authorities use it 
  • In recent years, the number of formalities through. Has increased by 5 (500% increase) the eTRAM without significant quality of service problems being detected 
  • 87% of users are very happy or happy with the service 

These indicators tell us that the e-TRAM has worked very well but that does not mean that it is the solution of the future that the citizens ask. Seeing the upward trend in the use of mobile phones by citizens when making any management, it was proposed to develop a new version of the e- STRETCH 

Sproposed olution 

Develop a new version of the e-TRAM with philosophy “first-mobile”Which, in an effective way, makes it easier for citizens to carry out any procedure and management with the administration, at any time and from anywhere, with their mobile phone. 

In development dthe e-TRAM 2.0 has made a significant effort on usability, simplification of tasks and design of citizen-centered. 

Test of users at the OAC of a City Hall
Test with citizens at the OAC of a City Council

To carry out this one project the following tasks have been performed: 

  • Agile, easy and usable digital services analysis
  • Simplification of the data to be entered in the forms. For example, the number of fields to fill in a generic instance (after authentication) has been reduced from 1 to 3
  • The functionalities of mobile phones have been used to facilitate the communication of complaints, suggestions and incidents on public roads, in relation to image capture and geolocation.
  • Prototype test with citizens and public employees 
  • Analysis of the suggestions, proposals of improvement and complaints of the e-TRACK 1.0 
  • Integration with the MyGov project - citizen folder
  • Creating a open space for proposals for improvement

This whole process has been done with iterative methodologies, following the philosophy of “Lean start-up. " 

State ofthe project 

In production. Deployment of the service in County Councils and gradually in the town councils.

More information