IInformation, nformation, TTransaction and ransaction and AAssistance to ssistance to CCitizens in itizens in AAlcobendaslcobendas

ITACA ITACA Governing with citizensGoverning with citizens

Experience with electronic participation in AlcobendasExperience with electronic participation in Alcobendas

Antonio Díaz MéndezDirector of Planning, Coordination and Quality

Government of Alcobendas

• 107.098 residents• Municipal district: 4.411 Has.• 17 Km. from the center of Madrid and 5 Km. from the Airport

Institution: Government of Alcobendas

• Government, 3 Boards and public enterprises.• 1157 public employees.• 361 public enterprise workers.• 238,759 thousand million € (2007).

City: Alcobendas, north of Madrid

Basic InformationBasic InformationBasic InformationBasic Information

1995 1st Strategic Plan. Alcobendas City Plan.

Information Highways: Network Growth

Modernization and quality.

1997 1st Quality Plan and ITACA start-up.

1998 Cable operator conventions.

1999 ITACA Project : Sac, Web and Alcobendas Card.

2000 Arroyo de la Vega “Silicon Valley of Madrid”. (El País, ABC).

20012001 2nd Quality Plan and ITACA II Project (PAM 2000-2003).

20022002 Madrid: Gate to Internet in Europe (NAP).

2003 2003 Convention ADMINISTRATEL self-service positions.

2004 2004 ITACA III Project (2004-2007).

2005 2nd Strategic Plan. 2nd Alcobendas City Plan.

2007 3rd Web version and Card. New positions convention.

Strategic ContextStrategic ContextStrategic ContextStrategic Context

ITACAITACA ProjectProject Quality of citizen assistanceQuality of citizen assistanceITACAITACA ProjectProject

Quality of citizen assistanceQuality of citizen assistance

Facilitating the relationship between citizens and their administration and

achieving integrated assistance (personal, telephonic, and on-line)

oriented entirely toward the citizens’ needs.

Results by categoryResults by categoryResults by categoryResults by categoryPersonal Assistance

Year 2001 Year 2002 Year 2003 Year 2004 Year 2005 Year 2006 91.791 122.116 124.851 130.420 157.822 149.134

Telephonic Assistance

Year 2001 Year 2002 Year 2003 Year 2004 Year 2005 Year 2006 43.871 57.412 87.973 103.927 120.104 126.141

On-line Assistance (Accesses to web site)

Year 2001 Year 2002 Year 2003 Year 2004 Year 2005 Year 2006 157.716 236.499 268.092 351.626 556.812 826.943

157.716 236.499 268.092 351.566

556.812

826.943

91.791122.116 124.851

130.420

157.822

149.134

43.871

57.41287.973

103.927

120.104

126.141

0

200000

400000

600000

800000

1000000

1200000

2000 2001 2002 2003 2004 2005 2006

TELEPHONIC ASSISTANCE

PERSONAL ASSISTANCE

ON-LINE ASSISTANCE

24.54985.14527.037

Assistance structured by category

Results by categoryResults by categoryResults by categoryResults by category

30948

3.582 3.893 4.4785.366

16.787

20.787

0

5000

10000

15000

20000

25000

30000

35000

2000 2001 2002 2003 2004 2005 2006

Alcobendas Card Users

Results of Card EvolutionResults of Card EvolutionResults of Card EvolutionResults of Card Evolution

ITACA II Project : On-line SourcesITACA II Project : On-line SourcesITACA II Project : On-line SourcesITACA II Project : On-line Sources

1- Web: Information, Management, Participation, Communication1- Web: Information, Management, Participation, Communication

3 Development Focal Points:3 Development Focal Points:

• Portal conceived from the citizens’ point of view Portal conceived from the citizens’ point of view

• Aligned with the objectives of ITACA Project and the Municipal Action PlanAligned with the objectives of ITACA Project and the Municipal Action Plan

• Offers a personalized identification, information and Offers a personalized identification, information and management servicemanagement service

for residents and municipal service users (30.948 users)for residents and municipal service users (30.948 users)

2- Alcobendas Card: A focus on citizens2- Alcobendas Card: A focus on citizens

3- Free on-line Service Positions (29 positions): democratizing 3- Free on-line Service Positions (29 positions): democratizing access and useaccess and use

• Overcoming the digital gap and allowing access to information, management and participation • More than 600.000 users since 1 January, 2004

Experience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic Democracy

EVOLUCION CANAL ENTRADA WEB/E-MAIL

34% 35% 38% 41%

33%33%33% 36%

0%

20%

40%

60%

1ºTRIM 2ºTRIM 3ºTRIM 4º TRIM

2005 2006

Complaints and Suggestions

1. Individual participation in management improvement

EVOLUCION CANAL DE RESPUESTA WEB/E-MAIL

32%

24% 28%

28%

26%26%

26% 28%

0%10%20%30%40%

1ºTRIM 2ºTRIM 3ºTRIM 4º TRIM

2005 2006

Total Complaints/Suggestions 2006: 2705

Experience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic Democracy

2. Consultations on management commitment:

• Service Letters:• Parks and Gardens Service Letter• Citizen Attention Service Letter• Elderly Service Letter

Experience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic Democracy

3.: Voting and forums to learn citizen opinion:• Youth Plan• Territorial division of the city: Neighborhood names• Art in the City Project • Opinion about Alcobendas• Need for a Hospital in the northern zone of Madrid• Alcobendas Exhibition: What a Difference!• Parking on Olivar Street• 2nd Strategic Plan (future of the city)• Metro Norte (north metro) stations

Experience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic Democracy

4.: Citizen consultations on improving the city

• Extremadura Park• Investment Plan for la Moraleja and El Soto

Experience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic Democracy

5.: Strategic Participation and Innovation

The Government of Alcobendas participated in 2004 and 2005 in the development of a citizen consultation tool, testing the “Opinion” tool in its citizen participation process of the 2nd Strategic Plan in collaboration with Indra Systems.

Experience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic Democracy

6. Incorporation of European initiatives: CLEAR ProjectCurrently active, the international project CLEAR is a consultation for the Diagnosis of Citizen Participation in diverse European cities, promoted by the European Council. The Government of Alcobendas has been selected as a component of this project, which it is implementing through a consultation tool on its web site.

Experience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic Democracy

Conclusion:

• Electronic Democracy must respond to the strategic goal of the development of participation and e-government (governance model).

• It is developed through specific project applications such as “good practice”.

• The population in encouraged to progressively use on-line means to express their opinions and proposals.

Experience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic DemocracyExperience in Electronic Democracy

• Voting: works through simple ideas and statements and through clear opinions. Difficulties include validity and statistical reliability.

• Forums: tend to be “politicized”.

• Consultations: work well for specific construction projects and/or small urban reforms.