An open & digital public administration.

The public sector and its governance are shifting away from a closed, in-person model, with a clear trend toward opening up to citizens and improving multi-channel accessibility.

For governments to be successful in their digital transformation, they must first apply changes on the internal level, implementing a process to guarantee that the group affected by the transformation (whether organizational, cultural, technological, regulatory, operational or procedural) has the information, training and motivation necessary to seamlessly transition to the new paradigm of organization and management.

DigitalPublicServices

Digital citizens are asking governments for an omni-channel relationship model (in-person, online, mobile, social media, etc.) that is consistent, agile and easy to use. Likewise, laws 39/2015 and 40/2015 establish a set of obligations that are decisively pushing the Spanish government toward an environment in which the digital transformation is as an essential catalyst.

In this context, it is vital to have a thorough understanding of standards, processes and technologies related to the following aspects of government:

e-Government

Transversal solutions for digital government, from electronic offices (where citizens can submit paperwork, pay fees and taxes, receive notifications and check records) to back-office, including data intermediation and the signing and filing of electronic documents.

Procurement and Tenders

Solutions that cover the entire electronic public procurement cycle, from preparing specifications and conducting the tender and awarding process to executing the contract. This includes tracking, incident management and control of non-conformances, involving transparent and flexible compliance with the regulatory framework.

Interoperability

In a model where citizens’ information is often already at the disposal of other government bodies, it’s essential to have mechanisms that allow different administrations to coordinate with one another.

Governments must comply with Spain’s National Interoperability Framework, which increases operational efficiency and quality through information exchange.

Grants and Subsidies

The possibility of offering citizens solutions that are specifically adapted to the processing of grants and subsidies is highly important, from the creation of calls for funding to their justification, execution, monitoring and completion.

OpenGovernment

Citizens want governments to be more open and closer to the people they represent. Law 19/2013—which addresses transparency, access to public information and good governance—is a significant step in this direction, but it’s not enough to meet the demands of citizens, who are calling for specific spaces to participate in public matters with personal and rigorous accountability procedures.

ICT provides a toolset that enables an unprecedented degree of interaction between citizens and public administration, and must be used to promote a clear strategy of open government.

Transparency and Good Governance

Implementation of solutions that inform citizens and legitimize government actions. The goal is to be capable of bringing information to citizens in a personal, clear, segmented and simple way, aligned with the government’s specific objectives.

Citizen Participation

To properly manage citizen participation, the government must focus on developing a strategy that includes general technological solutions (participatory portal) as well as specific ones (urban advocacy, participatory plenary sessions, surveys, citizen innovation), complemented by different methodologies (participatory events, initiatives for co-creating public services, etc.).

All of this must be backed up by an in-depth analysis of diverse data sources, including those of the government (open data, social media, etc.), in order to generate an integrated global process that enables the improvement of government services and public policies.

Open Data

Governments need solutions that allow them to be smart when opening up their data. They must align the data they offer with citizens’ real needs, and utilize accessible and reusable means and formats that have economic and social potential.

ICT provides a toolset that enables an unprecedented degree of interaction between citizens and public administration.

DigitalTransformation

The public sector must draw support from the opportunities offered by the latest technologies, and make a clear effort in terms of digital innovation policies. Improving the sector’s efficiency and the services that it provides to citizens means giving technology a leading role in its strategies.

The 360° Citizen

Technology makes it easy to obtain a complete view of citizens—including their activities, roles, interests and relationships—and to use this profile both individually and collectively in order to increase the personalization, quality and satisfaction rate of public services.

The challenge is to put together pieces of information that are relevant for a certain citizen in a given transaction, and to use this information to improve that citizen’s service and UX.

Digital Presence

Governments’ online presence is an asset that must be cared for, nurtured and protected.

Digital presence (the internet, social media, apps) must be controlled by defining clear use and management policies for these elements, using technological tools that enable active listening in order to project an image that’s consistent with strategic objectives.

Robotics and Automation

Artificial intelligence-based solutions for process automation will allow governments to systematize tasks, significantly improve operational efficiency, promote quality control in administrative procedures and facilitate transparency.

Artificial Intelligence

For example, governments can use artificial intelligence to employ chatbots or virtual assistants that guide and assist citizens on their different digital channels; independent drones that carry out basic surveillance tasks; and IoT solutions to develop applications for smart cities.

ChangeManagement

The transformation that public administration is experiencing goes beyond the digital. The goal is to transition from a bureaucratic and bureaucratized entity—which citizens interact with only when necessary—to a personal, proactive, transparent and effective government (whether electronic or in-person), in which the quality of public service is always the top priority.

Digital ChangeManagement

We’ve applied our vision of change management by designing and building a solution that consists of a suite of services: training, endomarketing and communication, content creation and technological platforms.

These are combined in an integrative service for businesses that consistently, sustainably and efficiently coordinates change actions using a single timeline.

Map ofICT Skills

From a global perspective, governments must analyze and determine the ICT skills that are key for promoting employment and production capacity in a given country.

In order to cover market demand and update and define the various curricula, it’s crucial to create a skills map and to identify citizens’ educational needs.

In this context, creating content in multiple formats becomes important in order to address new learning models (microlearning, mobility, gamification).

Blockchain

Data transactions are continuously being carried out on government platforms, and guaranteeing transparency, efficiency and security is an essential requirement. Because of this, blockchain technology is becoming an indispensable ally when it comes to creating an open, secure and transparent ecosystem, with multiple advantages for both governments and citizens.

  • Reduction of processing times.
  • Optimization of processes and costs.
  • Integration between governments.
  • Drastic increase in security.
  • Increased flexibility in processes.
  • Regulatory compliance.
  • Contract management.
  • Voting systems.
  • Citizen participation.
  • Financial transactions.
  • Management of identities and assets.
  • Borderless services.
  • Records of properties and patents.
  • Intellectual property rights.

SmartCities

The ultimate goal of government should be to shape cities based on the pillars of sustainability, efficiency and technological innovation. Smart cities are multidimensional and multifaceted regions in terms of key areas (transportation, energy, education, health, waste management, surveillance, the economy, etc.) and the development and use of technologies.

To achieve this status, cities need to profoundly analyze their capacities, needs and true potential. Only by doing this can they properly align technology with their real capacities and public services models, in addition to defining an economic and technological model that is operationally sustainable over the long term.

These regions usually implement the most innovative technologies (IoT, VR/AR, Big Data, Blockchain, Cloud, Wearables, drones, etc.) in addition to traditional ones (mobile, wireless, GIS, business intelligence, video IP, open data, etc.) in order to achieve objectives in a variety of areas, such as:

Mobility

Management of traffic and fleets, public transportation and smart parking, driverless cars, etc.

Health

Management of healthcare demands, digital clinical history, prevention and health alerts, etc.

Education

Digital and technical training from government bodies, educational institutions, etc.

Security

Cybersecurity, protection of cultural heritage, smart surveillance, emergency response, etc.

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