Barcelona on-line: one stop shop

1
Barcelona on-line one stop shop
2
Index
Barcelona on-linetowards one stop shop

• Integrated attention services
• Evolution
• Information services
• Administrative procedures
• Participation and E-democracy
• Web Statistics
• Improving access
• Public access points
• Educators training
• Free E-mail for the citizens
• Future trends

3
Integrated attention services evolution towards
one stop shop
Town Hall
Town Hall
. . .
Town Planning
Population register
Municipal taxes
Municipal taxes
Population register
Municipal taxes
Social services
Town Planning
...
...
Integrated attention services
010 Integrated Offices
http//www.bcn.es
?
?
Citizen
Citizen

• Department based attention services
• Confusing for the public
• Creates area specialists
• Produces queues and idle personnel
• Creates partial visions of the organisation

• Integrated attention services
• Public civil servants specialised in dealing
  with the public
• Resource allocation according to the public
  needs
• Facilitates the comprehension of citizens
• Creates global visions of the organisation

4
Integrated attention services evolution towards
one stop shop
Internet
Citizen / SME
010
Tele-Attention
Integrated Office
Integrated Office
Face to face
Town Hall
5
www.bcn.esGeneral Information
Integrated attention services Telematic
Information services

• More than 25,000 pages
• 59 hosted webs
• Data bases amenities, activities, SME
• City Map
• Various other web applications available
• Links to 250 web sites

6
Integrated attention services Telematic
Information services
www.bcn.esMost successful information services

• Barcelona Diary
• 2 000 events concerts, exhibitions, sports,
  etc.
• Organisations and amenities
• 20 000 hotels, restaurants, museums, etc.
• Directory on SMEs
• 170 000 SMEs and professionals
• Transport information
• Data base with more than 700 car parks
• Public transportation bus, train, underground
• Traffic congestion, 26 traffic cameras on
  streets
• City Map
• Integration of information in a cartographic
  system

7
Telematic Information services City Diary
8
Telematic Information services City Diary
9
Telematic Information services Amenities
10
Telematic Information services City Map
11
Telematic Information services Public transport
12
Telematic Information services Public transport
13
Telematic Information services Car parks
14
Telematic Information services Street traffic
information
15
Telematic Information services Street traffic
information
16
Integrated attention services Telematic
administrative procedures
Managing organisations
BARCELONA INFORMACIÓN
SIPAC
OTHER ADMINISTRATIONS
Procedures
Help Pages
Notices (new things)
Procedures other Admin.
Municipal Procedures
O.A.C.
010
Internet
CITIZEN / SME
C14.PPT
17
Integrated attention services Telematic
administrative procedures
18
Integrated attention services E-democracy and
participation
Citizen participation

• Historical evolution
• Visitors book
• E-mail for complaints and suggestions (30-40
  emails/day)
• E-mail to the Mayor
• Torre Jussana web sites for associations
• Discussion topics through Forum, chats, surveys
• Links to other spaces of participation in the
  city
• _at_ambtu.bcn.es Free email for the citizen

19
www.ambtu.bcn.es
Integrated attention services E-democracy and
participation

• Starts September 99 aiming at a communication
  channel citizen-administration and participation
• The Email of the people who live in Barcelona
• An Email for good (managed by City Hall)
• Importance at schools
• Some data
• - 8000 emails assigned
• - 40 asked to receive information
• Some Targets
• Get 60.000 emails by the end 2000
• _at_ambtu.bcn.es white book of the citizens of
  Barcelona

29/02/2000
20
Integrated attention services E-democracy and
participation
21
Overall figures I
Some statistics in our web site
Every day We receive 8,000 visits We deliver
45,000 information pages Every week We receive
60,000 visits We deliver 315,000 information pages
22
Overall figures II
Some statistics in our web site

• Since its opening in May 95 www.bcn.es has
  delivered over
• 20 Million pages
• and has received
• 3 Million visits
• Last year we received 1,843,000 visits.

(source Analog)
23
Growth in the number of visits and pages delivered
Some statistics in our web site
Year Visits/day Pages/day Pages/year 1999
6,500 40,000 12,901,250 1998 2,600
18,300 4,691,865 1997 800 5,800
1,242,829
24
Who visits www.bcn.es
Some statistics in our web site
City of Barcelona 35 Province of
Barcelona 13 Rest of Catalonia 4 Rest of
Spain 6 Rest of Europe 21 EEUU 15 South
America 4 Rest of the world 3
(survey made for the web during last December)
25
City Map 11,681 visits/week
Some statistics in our web site
(Source Webtrends 21/2/2000)
26
City Diary 5,737 visits/week
Some statistics in our web site
29/02/2000
(Source Webtrends 21/2/2000)
27
Traffic info 3,654 visits/week
Some statistics in our web site
29/02/2000
(Source Webtrends 21/2/2000)
28
visits/weekFree E-mail 3,277Amenities 2,472
INFOPIME 1,426 Associations 1,118...
Some statistics in our web site
(Source Webtrends 21/2/2000)
29
Improving Access
Public Access Points
January 2000
Public Libraries Civic Centers Youth
attention centers Centers for SMEs and
professionals
30
Improving Access
Public Access Points
2000 - 2005
Public Libraries Civic Centers Youth
attention centers Centers for SMEs and
professionals
31
Improving Access
Internet training for educators
EXE EU funded project
Free E-mail for the citizens
_at_ambtu.bcn.es
32
Future trends

• The web site as a gateway to the city gt
• More links to web sites of interest
• Keeping citizen updated
• Internally gt
• Work bearing in mind Internet possibilities gt
  work different (publications, internal press
  distribution)
• Strengthen the Municipal Intranet
• Innovation gt
• Access through mobile devices
• Customisation of the web site
• Multi-procedures. Electronic signature
• Integration of traffic info / street closures /
  transport / parking places
• New standards XML i XHTML
• New EU projects

33
Future trends EU projects
Thanks to

• EDC and Telecities
• DALI Project
• Amenities, city diary, etc.
• INFOCITIES Project
• City Map, citizen participation, etc.
• GALA Project
• XML, Traffic information, etc.
• EXE Project
• Internet for educators
• NETFORNETS Project
• One stop shop for procedures
• INFOPIME Project
• Information for SMEs

Continue to participate in EU projects !!
34
Contact details
Email bcndigital_at_mail.bcn.es Web www.bcn.es
Ajuntament de Barcelona