Challenge
Facilitating that citizens can carry out their procedures and management with the administration with their mobile phone, in an agile, easy and safe way, as they are already doing with many private services.
Problematic
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 mostly use the mobile phone to carry out their operations in matters as diverse as carrying out banking operations, buying products, booking accommodation, buying plane tickets or hiring 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, there has traditionally been little investment 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) theeTRAM 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
Applied solution
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 de the e-TRAM 2.0 has made a significant effort on usability, simplification of tasks and design of citizen-centered.
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. "
Status of the project
In production. The new e-TRAM 2.0 service is being gradually rolled out to county councils and town halls.