CLARA springs as a responsable component to offer not only general information to the citizenship but also applicants´ special information ( that is the project´s added value). So customers shouldn´t know in full detail the structure of the Andalusian administration, CLARA will provide them in a global way, an integrated vision of all the Andalusian existings proceedings, all the customer´s open procedures with the Andalusian Government as well as the processing state and it will keep the already submitted documents in the andalusian administration avoiding to presente them again because they are already in the power of the administration.
Policy Context
The Andalusian Administration following the process started in 2002 with the Master Plan of Quality Services Organization wants to undertake a new strategic outline for its public services modernization where the citizen is the center of all actions. That is why they prepare The Andalusian Public Services Modernization Strategy, commissioned to the Andalusian Regional Ministry of Justice and Civil Servant and passed by the Agreement of the Government Council the 20th of June 2006 with validity of five years from 2006 till 2010. This strategy is an important and transverse instrument in order to coordinate the different actions of the Regional Ministries and it has to become an operative programm of actions, its growth and introduction is considered necessary to undertake successfully the Andalusian quality services improvement and the administrative organization modernization. The Modernization Strategy is articulated in five strategic lines that will work as reference of the introduction of innovation actions and the improvement and orientation achievment. At the same time, the Modernization Strategy is directly framed into the Civil Servant Ministry national iniciatives : CONECTA plan, Moderniza plan and ingenio plan 2010. At a european level it is framed into the i2010 plan that it is ruled by the Lisbon strategy guidelines, definining three priority policies: creation of an open competitive and only market of the information society and the services contents in the UE, improving an 80% the investment of the UE in investigation about new communications and information technologies and promoting an information society in the UE.
Description of target users and groups
The w@ndA project arises in the year 2002 as a processing framework in the Andalusian Govermnet, a project made up of a group of joined componets with the aim of facilitate the theoretical and practical bases. Each component has clearly defined objectives, requisites, location and a special form. The w@ndA project has two significant mainstays. On the one hand to identify, to rationalize, to simplify, to automatize and to put at citizen's disposal those administratives procedures that can be done by telematic resources (mainly Internet). On the other hand to built and introduce the necessary technological infrastructures as a ground for computerized files proceedings. Following the modernization process of procedures and public services rendered by the administration to the andalusian citizenship in response to the updating andalusian administration commitment inspired in the transparency, agility and efficiency values, the last 20 of June 2006 the Government Council passed the Modernization Strategy of the Andalusian Public Services (BOJA nº. 127 the 4 of July). The working project is composed by 15 people working for the public administration. The document written by the Regional Ministry of Justice and Civil Service has as main aims to keep guaranteeing an administration directed at the citizenship in all its actions, a participative Administration managing the expectations of the different social groups and directed at Values, Objectives and Results in all its actions. The Modernization Strategy of the Andalusian Public Services, is the result of an intense analysis of the main modernization tendencies of national and international administration, it will come into effect from 2006 to 2010. It stands on five strategic lines directed to improve citizens´access to the administration, to increase the efficency and transparency, to encourage civil servants' professional development, to manage efficent information exchanged to contribute to the cooperation with other administrations.
Description of the way to implement the initiative
CLARA´s development is based on the definition of the Andalusian Integral Model for Citizenship´s Global Services that allow to move progressively from the traditional model “Administration-Citizenship†to the model “Offerer-Claimant of Services†characterized by an increase of exigency in the quality of the rendered services. The focal point must be the definition of the services and the underlying processes and also the deployment necessities and the Andalusian needed cultural change in order to do the Citizen the center of the management. All of that in the model´s three basic axes: Services, Clients and Channels. The model´s main objectives based on Services, Clients and Channels are: - To create a mid-long term relationship of trust with the citizenship by means of an easy access and an appropiate service. - To promote citizens and companies´self- service minimizing the waiting period. - To include the information so that each user of the system has access to the standard information whenever necessary. - To gather all the information related to the contacts in order to improve the service in the future. - To promote and improve the image of the Andalusian Administration as a closer and helpful one oriented to the citizenship. - To increase the service´s quality and the citizen´s service by means of a progressive presentation of added value services. Multi-channel issues: The CRM concept is considered a business strategy (more than an information system) concentrated to bring foward, to know and to satisfy the citizen´s needs and perspectives by means of improving the organization perception and the constant study of the necessity and behaviour perceptions. CRM systems are made up as integral and centralized database with all the relevant information about citizens and their relationship with the Organization. About this information the managment tools are implemented: analysis, segmentatation, design and campaing development, proactiv management of the relationships and other services. This information is offered to the citizen in an integral way through the different interfaces: - Internet: Citizenship can query from any connected point to the Internet, to know about their procedures and to request services designed for this chanel –telematic proceedings and services-, with the authentication and guarantee means defined in the Andalusian Electronic Administration platform. - Face to face: Professional attending requests in the counters of the citizen´s attention centers of different Andalusian Organization have access to all the information provided by CLARA, making possible to act as a “remote post†without restrictions only the system user´s profile. Any purpose, Face to face Channel fulfills the specifications of the Internet Channel, because these “remote posts†are connected with the central system and they can act in real time without create conflicts with the other done at the same time through other channels (telephone or internet). - Telephone: CLARA is also the Information System basis and offers the telephone Service that also includes fax and e-mail services, through the Interaction Centre the operators offer general information services for instance proceedings information to citizenship in a multi-channel way. - DTT: with the restrictions of this channel, for example the short bandwidth, some proceedings are implemented and also general administrative information.
Main results, benefits and impacts
The way in which CLARA offers integral services to the citizenship is an authentic model CRM (Citizen RelationShip Management) applied to the administration. The implementation of this philosophy in Public Administration has a qualitative impact of two levels: • External, looking the citizenship: it changes the relationship outline: from an Administration-citizenship outline to offerer-claiment of services outline; it incorporates the possibility to be proactive in the relationship with the citizenship; it reinforces the citizens´ role as collaborators in management processes, it increases the service quality and the agility in the operations, it has new distribution of services channels with a bigger approachment to the citizenship, minimizing the answer and in short increasing the citizens´ satisfaction. • Internal, looking the Organization: it increases the communication and the information exchange, inside and outside, making possible the disponibility of a integrated effective and accesible informatción in its relationship with citizenship as well as having a single and integrated vision of the citizens. All the activity developed is registered so it can be used the derived information to improve the service, to design new projects and services, to follow up the performance of each channel, time spent in solving the issues, helping to foresight the demand, planning the number of agents in the attention centers, calculating future needs of capacity, etc. That is why we think that the general citizen service offered by Junta de AndalucÃa in the field of CLARA procedures has as strong point in the integration and consolidation of ALL the information related to the processing in a single interface. From the quantitative point of view, Clara offers a single entrance point to the 1516 proceedigs identified in Junta de AndalucÃa, 260 of which are available for processing in the Internet, in 2008 the 75% of them will be the telematic aim. Citizens can check the proceedings catalogues by means of a flexible research system according to theme, competence or profile, those citizens with electronic certificare can process electronically. Also, the 268.731 andalusian citizen with electronic certificate can check their procedures status and the list of the documents submitted to the Andalusian Administration. Innovation: CLARA´s main role is to provide a single vision of their relationship with the andalusian administration for citizenship through the information generated in their procedures, regardeless the procedures relevant organism. Also, it pretends to serve as cetral entrance point for citizenship to the Andalusian Electronic Administration. CLARA offers the information about procedures in a clear integrated and multi-channel way. The basic channels of this project´s phase are face-to face, telephone, web, e-mail, fax and SMS, but CLARA has been built thinking of channel extension as the points of information, IVR, TDT, etc… The novelty lies on the Citizenship´s Digital Trajectory (CDT), a place to keep the referencies relating to citizens relationship with the Andalusian Administration, supplied by the different Regional Ministries and Organisations. the CDT includes references to the citizen´s submitted documents while valid they don´t have to be presented again, and also the status of all the procedure with the differents Andalusian Regional Ministries and Organisations. As a result it is achieved the Administration single vision without the knowledge of the complex administrative structure that lies behind it.
Return on investment
Return on investment: Not applicable / Not availableTrack record of sharing
CLARA project is an ambitious project that wants to interconect with technologicall transparency all the Andalusian regional ministries and organizations. We have found little cases with a good technical integration system as complex as the Andalusian one. As we said before, one of the characteristics of CLARA is its multi-channel. In this sense, we have found for the definition and structuring of the web channel iniciatives already working as much national level as internaational. Some of the cases we have studied are the following: - The Government of Comunidad de Cataluña: www.cat365.org - The Government of Comunidad de Madrid: www.madrid.org - Government of France: https://www.administration24h24.gouv.fr/ - Government of Italy: www.italia.gov.it
Lessons learnt
The three main lessons to be learned from our case are the following: - Interoperability is possible. There is a technological framework in Andalusia clear for the user, the last customer, that shows through the multichannel environment CLARA all the personal information that the administration owns. - The general administrative information is shown to the citizen and the company in an easier and more intuitive way through profiles, joined procedures according to facts of life, themes, public agencies, etc. - The multi-channel project CLARA (Internet, face-to face offices, landline phone, cell phone, DTT, etc.) allows the citizen or the company to communicate with the administration whenever or whererever they want providing the 24*5*365.
Scope: Regional (sub-national)