Ongoing redesign of the digital media systems to improve or optimize citizen experience and browsability. (ARCCR0001)

Commitment ID

ARCCR0001

Commitment Title

Ongoing redesign of the digital media systems to improve or optimize citizen experience and browsability.

Problem

The citizens of the City of Córdoba have great difficulty in accessing the services or public goods offered. In the vast majority of cases, this difficulty is due to the lack of information or the lack of clarity provided by the Municipality of Córdoba. Likewise, it is observed that citizens have difficulties to interpret and self-manage the different digital services offered.

Status quo

There was no information regarding the citizen's perception of the digital services offered. The city hall website was not very clear and it was not integrated with the rest of the digital system. Also, it had too much information and was not aimed at providing services to the citizen. There was no systematized and centralized information on the procedures carried out in the municipality. There was no improvement policy with a service goal to improve the user experience in terms of: information provided, complaint resolution, reception of improvement proposals and their implementation.

Action

The commitment aims to make a continuous improvement of the digital system of the Municipality of Cordoba, focusing on the digital services frequently visited by citizens. In order to achieve this, we work with an iterative methodology in which hypotheses are raised about the difficulties that people have when accessing a digital service. That hypothesis is validated with available data and a way of improving the platform /tool that supports the technological service is proposed. The solution is developed and applied under a solution that adds value to the citizen. A new hypothesis is generated again and an improvement opportunity is identified. In this way, we try to generate short-term impacts in terms of the accessibility to services by citizens and an improvement in user satisfaction.

How will the commitment contribute to solving the public problem described above?

The undertaking will make possible to develop systematized measures of accessibility, execution and assessment of the services offered. Based on these indicators, it will be possible to validate hypotheses and improve the services, which will result in a greater impact of public policies. Likewise, carrying out a proactive 'listening' plan through the information resulting from the use of these platforms, as well as implementing improvement workshops and focus groups with citizens, are innovative ways of citizen participation that will increase the levels of governmental openness.

What long-term goal as identified in your Open Government Strategy does this commitment relate to?

The current technological development allows the implementation of new mechanisms for citizen 'listening', through the processing and reading of information and data resulting from the use of digital platforms by citizens. The use of this information to implement ongoing improvements to the digital services offered constitutes an innovative form of citizen participation, which is one of the foundations of the government's strategic vision of openness.

Primary Policy Area

Digital Governance, Inclusion

Primary Sector

Cross-sectoral, Public Services (general)

What OGP value is this commitment relevant to?