SIMAC (Integral and Multi-Channel Citizen Service System) is a project that includes several performance lines with a common objective: to achieve intelligent, interconnected, integrated, efficient and high quality administration focused on the citizen; it receives more than 10 million information requests annually through its different channels and about 19 million visits to its different websites, with some 275,000 electronic requests. SIMAC considers two different lines of development: the design and implementation of a new service model and the design and implementation of a new technological platform to support the different players involved in this model.
Policy Context
Since 1996, the Valencian Autonomous Government has started up various Plans, PEMAV (1996-1999) and Modernizes (2000-2003), in order to impel the Technologies of the Information and Knowledge Society in the Valencian Region. SIMAC is a project framed within the Government's strategy for Advanced Telecommunications and Technology and Knowledge Society of Valencian Autonomous Government, denominated AVANTIC (2004-2010). The AVANTIC Plan, aligned with the European eGovernment strategies, involves the evolution of eGovernment to the i-Government. This new model represents an advance in the development of the electronic Administration towards a characterized Intelligent Administration for being capable of foreseeing and anticipating the citizens' demands and making available to them the response to their requirements, at the moment, in the form, in the quantity and quality that they need. It is the Administration that personalizes and takes care of each citizen individually, according to its needs, concrete demands and requirements.
Description of target users and groups
Although the final and more important player is the citizen, we must not forget the relevance and benefits that this project brings to the employees of the Valencian Autonomous Government, fundamentally through CRM and the back office SIMAC tools.
Description of the way to implement the initiative
In 2005, the company Accenture was awarded the SIMAC Project, a part of the public tender for the rendering of IT services for the design, development and roll-out of the projects: SIMAC (Integral and Multi-Channel Citizen Service System), CETESI (Center of Telecommunications and Information Systems), Intelligent Cities and platform of mobility (mGovernment), for the Valencian Autonomous Government. Another important player in this process has been Oracle. The combination of Oracle’s capabilities and Accenture’s business and industry expertise has created a powerful catalyst for the success of the project.
Main results, benefits and impacts
SIMAC was born with the vocation of creating a way towards a Valencian Autonomous Government focused on innovation and the ability to provide overall services to citizens, an Administration that thinks about the citizen, satisfies its needs and is oriented to different collectives: citizens, companies and other Public Administrations. There are two words that summarize the importance of SIMAC: integral and multi-channel. As a result, SIMAC is an integrated and flexible model that enables and facilitates scalability by enabling new channels (TDT, etc.), new functionalities and new services. This model allows interactions with the citizens to be simplified, the resources focusing on identifying and developing new services which increase the value offered to the different groups: citizens, business, other Administrations and Valencian Autonomous Government employees. SIMAC has meant a real progress in the service received by the citizens who contact the Administration in order to demand a service. They have received it with a high degree of acceptance and satisfaction due to its results, reducing the processing time of the service requested, avoiding several displacements to PROP Offices for confirmation of proceedings and their accomplishment, increasing the efficiency of administrative tasks, improving the ability to collaborate with an external Administration and providing self-service services for citizens.
Return on investment
Return on investment: Not applicable / Not availableTrack record of sharing
SIMAC has been shared as a good practice and an example for other Administrations on several occasions since the project became a reality. Moreover, SIMAC has been one of the references used to develop the strategic plan of implementation and operation of the electronic Administration in Balearic Islands. This Plan conducts and approaches eGovernment through 9 programs or attachment lines grouped into phases: new Web-CAIB Portal, electronic Administration, electronic transaction and workflow, multi-channel access and mobility, information systems for direction, coordination and interoperability, electronic democracy, support for implementation, particular projects.
Lessons learnt
Lesson 1 - A project that is as ambitious as SIMAC has a great impact. The implementation of a new technological model which entails an organizational and procedural change needs an important work of change management to enable the organization to assume new capabilities, to eliminate the possible resistance to the change and to present the new services inside and outside the own organization. Lesson 2 - Without the joint implementation of the technological and organizational transformation, the project would not be successful. You need to have the right people using the adequate tools to be successful. Lesson 3 - SIMAC is a citizen focused project, and citizens have been considered in all project phases.
Scope: Regional (sub-national)