Mobile Services Guide of the Generalitat of Catalonia

Transcription

1 Mobile Services Guide of the Generalitat of Catalonia First edition: july 2013

2 Mobile Services Guide Legal deposit: B Generalitat of Catalonia Department of the Presidency Directorate General of Citizen Care and Dissemination Via Laietana 14 Barcelona Legal Notice This paper is subjected to a Recognition 3.0 license by Creative Commons. Reproduction, distribution, public disclosure and transformation to generate a related work is permitted without any restrictions, provided that the owner of the rights is cited (Generalitat of Catalonia, Department of the Presidency). The complete license can be consulted at creativecommons.org/licenses/by/3.0.

3 Table of contents0 1. Introduction 5 Analytics Mobility at the Generalitat of Catalonia 6 Focus on citizen-oriented mobility 6 Mobile initiatives for citizens 8 Noteworthy initiatives 9 Open data and mobility 11 Development and maintenance 20 Summary chart of requirements 21 Appendix Advantages of participating in gencat Mobile Services 4. Coordination of new initiatives Manager of gencat Mobile Services 16 Process for including an initiative 16 Who requests it 16 When is it requested 16 How to request it Requirements to participate in gencat Mobile Services 17 Promoter of the initiative 17 Publication at app stores 17 Publication domain for web applications 17 Platforms 17 Target market 18 Free nature and advertising 18 Application characteristics 18 Corporate identification 18 Language 18 Usability and design 18 Operation 19 Mobile focus 19 Adaptation to recipients devices 19 Native android applications 19 Native ios applications 19 Web applications Downloading and performance Language 20 Usage rights and privacy 20

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5 Introduction 1 The provision of mobile services for citizens is emerging from the Generalitat of Catalonia, just like all other public and private organisations. According to experts, the mobile channel will be a preferred consultation and processing method, compared to others such as desktop websites. Adding this new resource to communicate and offer services requires organised planning that lets it be incorporated into the institution s multichannel strategy. This channel must be aligned with the purposes of every organisation, taking advantage of its typical and distinctive capacities, both with regard to the characteristics of the terminals and the usage setting. This document was elaborated by the Directorate General of Citizen Care and Dissemination (Department of the Presidency), jointly with the Mobility Competence Centre (Telecommunications and Information Technologies Centre, CTTI). Its purpose is to notify the bodies of the Generalitat about how to focus mobility, the state of unfolding mobility in the citizen arena and, particularly, now to handle mobile initiatives and understand and have the criteria applied to make a new service available to citizens. 5

6 2 Mobility at the Generalitat of Catalonia Focus of citizen-oriented mobility The public administration is currently starting up mobility applications in services oriented to citizens and internal processes. This provides a great opportunity to establish the directives required to ensure orderly and coherent growth in using the mobile channel. In this regard, several considerations are set out that the Generalitat of Catalonia bodies must comply with when starting to provide citizen services via the mobile channel: Citizens must be able to access the information and submit and apply for official papers from any device. This means that the Administration must integrate the mobile channel in a multichannel strategy. Citizens must have a consistent experience when they interact with the Administration through any channel, so that they -for example- can start a process in person and consult its status on their mobiles. Generalitat entities that want to promote mobility in their sphere of action must base it on a strategic outlook and determines and prioritises actions. These actions must align the new channel with the entity s objectives. With this aim, the entities should contact the Directorate General of Citizen Care and Dissemination (DGACD) at the address mobils@gencat.cat, so that the CTTI Mobility Competence Centre can advise them throughout the procurement and development process. The valuable factors when promoting mobility are: - The ubiquity of using mobile services (access to services anywhere and anytime) - Opportunities to improve the efficiency of Administration provided services - The use of mobiles to innovate in the way in which the Administration provides services, creating new methods for relating with citizens, stemming from mobile technology capacities - Improved transparency, strengthening access to data and information via a new channel that is highly used by citizens 6 The strategy to handle mobility can take public-private partnerships into account to imbue the unfolding of initiatives with energy. Mobile strategy should also be related to open data initiatives in each department. The aim of these initiatives is: - To improve public information and ensure access to everybody - To promote value creation through reusing public information - To increase information transparency - To contribute to the internal organisation of the Administration s information systems - To foster interoperability between public sector services

7 Mobile Mobile services services guide guide of of the the Generalitat Generalitat of of Catalonia Catalonia Mobile services must be built uncoupled from the information. Correctly structured, hierarchised and labelled information on formats that are interoperable must be the core from which different presentation methods can be created (websites, social network contents, open data, mobile services...). The technological focus of initiatives must promote widespread access to citizens, regardless of the quality of their coverage, their terminals capacities, operating system and browser or screen size and resolution. Possible technological solutions: - Common website focus. For new services that must be adapted to different devices and screens (desktop computers, smart phones, hybrid computers, tablets...) that do not need to offer their own usage experience and functional focus in each environment. - Mobile-optimised website. For initiatives for mobile phones that do not require exploitation of the device s internal capacities. Lets there be a single solution that is adapted to multiple mobile platforms (ios, Android, Windows Phone, Blackberry...). - Native application. Application that users find in app stores (App Store, Google Play, Marketplace...) and download to their mobile devices. Can be used in spaces without data coverage and also have high personalisation levels, rich interaction and integration with terminal capacities such as cameras, video, audio, accelerometer, push notifications... The app store where users find it ends up becoming an important dissemination mechanism. - Native-web hybrid application. Combines a good part of advantages for mobileoptimised websites and native applications. The web part is integrated into a native container that can also incorporate typically-native functionalities. - Citizen services with diverse solutions depending on the access device smart phones, tablets and a website for desktop consumption- must promote a single framework and present users with the optimal solution depending on their access device. Applications and mobile services must provide a high-quality usage experience: - Facilitate extensive access by citizens with different degrees of data coverage, terminal capacities, operating systems, browsers and screen sizes and resolutions. - Have a user-centred design that considers which types of users will use it, for what purpose and in which usage context. In addition to the initial construction investment, the unfolding of mobile initiatives requires budget availability for corrections and incidents, and also for evolving the solution: - The changing technology scenario (operating systems, terminal characteristics, standards...) requires that technological adaptations are made in order to continue assuring widespread access and use. - New functionalities stemming from the availability of new data, citizen demands and usage trends. 7

8 The adoption of the new mobile channel and the unfolding of related initiatives entails organisational adaptation to start the new processes and tasks. Some of the associated responsibilities to have a mobile channel offering are: technology maintenance, creation and updating of contents specifically for mobiles, monitoring of the digital reputation, promotion, functional developments, knowledge of the competition, sector trends... Mobile initiatives for citizens The updated mobile services catalogue is available at the website mobils.gencat.cat. There are: Mobile-optimised applications (native) and websites. Services promoted by the Generalitat of Catalonia and by third parties using open data from this same initiative. Each case has detailed information and platforms on which they are available. 8

9 of of the the Generalitat of of Catalonia Noteworthy initiatives This section will show some initiatives by way of examples of how adopting the mobile channel has entailed an opportunity to save money, new ways of presenting services and improving access to information. Traffic Restrictions on goods deliveries Cost reduction of the telephone channel In a setting in which transport companies primarily have smart phones, publishing driving and parking restrictions provides many benefits. Lorry drivers may consult restrictions anywhere at any time, every day of the year, for free. They are thus released from service hours of the 012 hotline, which was the channel traditionally used to obtain this information. With knowledge on these driving restrictions, the Administration assists in compliance with these rules and helps drivers avoid situations subject to tickets. 9

10 10 Parliament 2012 Real time and on-request data on a second screen Application that offered real-time information on election results for the 2012 Parliament elections. After the elections, it was redefined as a consultation service for participation and results throughout Catalonia, by constituencies and municipalities. The initiative s innovation and quality generated great support on social networks and, therefore, significant viralising. It was downloaded by nearly 80,000 citizens in 105 different countries. During election day it was also employed by some as a second screen. Citizens used traditional communications media to monitor the results and, in parallel, consulted participation and polls by municipality, constituency or totals on demand, according to their preferences. Push notifications Communications service with citizens via personalised messages Absolutely pioneering, the gencat application let us communicate with citizens via personalised messages (push notifications) to send them relevant messages in accordance with their locations. In an initial use, the push channel lets Civil Protection emergency notices be received from the Generalitat. The service reports on what is happening, when, where and what to do in emergency situations, either due to users locations or their subscription to areas of interest. Subscriptions to Civil Protection notifications are done through the gencat application. Users can select to receive notifications according to these procedures: According to the user s location, by geolocation: if he wants to receive notices related to the place where he is at any given time or those that affect all of Catalonia. By subscribing to areas of interest in the territory: if she wants to receive notices related to the place where she lives, where she works, etc., regardless of where she is at any given time.

11 SITCRA Mobile technology to make professionals more efficient Augmented reality application to find out which are the closest DTT broadcasting centres and obtain information about them. The application is addressed to some 1400 telecommunications installers that operate in Catalonia and lets users display the parameters required to properly install television antennas, via their mobile cameras, superimposed over the landscape, such as: The closest DTT broadcasting centres Distance the user is from these centres Azimuth with respect to their current position Polarity at which the centres are broadcasting Which channels or multiplex activities each broadcasting centre has In this way, installers do not have to carry printed notes, as this tool provides them with all the information they need, even when they are not working in their regular area. The application also lets users consult the maps of DTT coverage for all Catalan municipalities. Open data and mobility Administrations open data policies are based on their wishes to transparently provide documentation and the rest of public information to society as a whole. In line with this release of data by the Government and Administration, citizens, entities and companies reuse this public information to add value of all types financial, social, etc.- By way of computer applications, publications, business models based on information and other products and services that also generate, to the degree possible, wealth and jobs. 11

12 Model for reusing the Generalitat of Catalonia s open data Open data seeks the promotion of business initiatives and favours financial activities. One of the key goals of the 2020 Catalonia Strategy (goal Implement open data) includes the competitiveness of the Catalan economy, in line with the 2020 Europe Strategy. For more information: gen.cat/dadesxarxesmobils 12

13 Advantages of participating in the gencat Mobile Services3 The initiatives set forth benefit from greater visibility among citizens, with a wide range of dissemination and promotion actions: Inclusion in the gencat application (available for ios, Android, Windows Phone and mobile-optimised websites). These applications offer a single access point where the user has the Generalitat s mobile services offering. gencat for ios gencat for Android gencat for Windows Phone Dissemination on social networks via the gencat profile Promotion through the gencat website. Specifically, the publication of the initiative in the Mobile Services section of the gencat website, publication of news or highlighting campaigns in the corporate search engine 13

14 14 Mobile services guide

15 Other one-off actions, such as TV campaigns, advertising at events, specialist journals, brochures... Mobile initiatives can benefit from other communications actions that may be carried out in the sphere of the gencat Mobile Services. Furthermore, native applications benefit from being published in the corporate profile Generalitat of Catalonia of the respective application stores. 15

16 Coordination 4of new initiatives Manager of gencat Mobile Services The Directorate General of Citizen Care and Dissemination coordinates and establishes the directives of gencat Mobile Services. It also organises actions to promote the adoption of the mobile channel by the Generalitat s different entities and prioritises the initiatives for citizens. Process for including an initiative Who requests it The Generalitat of Catalonia department or organisation promoting the mobile initiative. When is it requested When the goal of starting up a mobile initiative is planned, before starting project procurement. How to request it Send the form to mobils@gencat.cat, which can be downloaded from gencat Mobile Services. The form has these fields: Developing organisation Type of service - Indicate if the initiative is a web application or native application and, in the latter case, the operating systems. Purpose. What does the entity wish to achieve by creating the mobile initiative Target market Main functionalities (short description) Strengths Short description of the advantages of creating the mobile channel initiative and distinguishing factors compared to the competition, if there are any. Status of the initiative The suitable state of the communication process with the DGACD would correspond to the internal definition phase. - Initiative in internal definition phase - Initiative in procurement phase - Provider hired for initiative - Provider hired for initiative and in definition phase - Provider hired for initiative and in construction / development phase - Initiative developed and awaiting publication - Initiative published - Initiative published and dissemination and promotion done Contact person Indicate the name, and phone number of the person from the promoting organisation to contact for more information on the initiative. 16

17 Requirements to participate in gencat Mobile Services5 Promoter of the initiative Mobile initiatives for gencat Mobile Services are promoted by the Administration of the Generalitat of Catalonia, the organisations and entities that report to it or the public companies in which the Administration of the Generalitat and/or these organisations or entities have 100% holdings. To this end, references to the Generalitat of Catalonia herein must be understood as making reference to any of the legal entities set out. Publication at application stores The Generalitat of Catalonia communicates its presence at app stores via the Generalitat of Catalonia s publication profile. This profile identifies that an application is within the realm and, therefore, is a publically-owned initiative. With this aim, the Generalitat of Catalonia currently has publication profiles in the App Store, Google Play i Windows Market Place. All applications by departments, organisations, subject-based channels, products, campaigns, actions and services where the Generalitat of Catalonia has 100% holdings must be published in these profiles. If the initiative belongs to an autonomous community organisation, public company or consortium, the application can be published under the corporate profile of the promoting institution or the Generalitat of Catalonia, indistinctly. Publication domain for web applications The Generalitat of Catalonia communicates its Internet presence through the domain gencat.mobi, from which users are redirected to the specific domain of gencat.mobi for web applications. The gencat.cat domain identifies that a website is within the realm of the Generalitat of Catalonia and, therefore, is a publically-owned initiative. Platforms The initiatives that are included as part of gencat Mobile Services can be: a) websites optimised for mobile devices b) applications for the Android operating system version 2.2 or later c) applications for the Windows Phone operating system version 7 or later d) applications for iphone terminals with ios 4 operating system or later Initiatives based on web technology will be very positively valued, given the wide range of terminals and operating systems to which they can provide service. For initiatives developed exclusively for ios or Android, the promoting organisation must commit to providing the app for another operating system (Android or ios), with the aim of providing widespread access to the service. 17

18 Target market The initiatives included will provide service to citizens, visitors, professionals or companies. Free nature and advertising The mobile initiatives must be able to be downloaded free of charge. Nonetheless, there may be a functionality or added-value service within the mobile application that is pay. Mobile initiatives must not contain advertising as a mechanism for the promoters of the initiative to obtain revenues. If an initiative requires the inclusion of any advertising format, its suitability will be evaluated jointly with the DGACD. Application characteristics Corporate identification Native applications must display the Generalitat of Catalonia logotype on the splash screen or the logotype of the promoting department or organisation. In the latter case, properly standardised with the department s logotype. For further information on the use of official identifications, please consult the web of the Visual Identification Programme (VIP). Web applications must display the aforesaid identifications in the header or, if there isn t one, in the section detailing the initiative s author or promoter. The use of the corporate header described in gencat Mobile Services. Rules and style guide shall be positively valued. Language The application and its contents must be written in Catalan. Offering it in Spanish and English as well will be positively valued. The application will be in Catalan by default if users do not change it in the application s setup. Usability and design Web applications must follow the directives set out in gencat Mobile Services. Rules and style guide. Native applications must respect the respective Human Interface Guidelines (HIG) guides for different platforms ios Human Interface Guidelines Android user interface guidelines Windows Phone Design The graphic resources must be used that are described in gencat Mobile Services. Rules and style guide and, if not done, the design should be inspired by the graphic style detailed therein. 18

19 Operation The different browsing options with which the mobile application is structured must operate correctly and offer results that are coherent with users reasonable and common expectations. If there are occasional problems with all or part of the application, users must be duly informed. Mobile focus Mobile initiatives must go beyond merely translating desktop web services to the mobile format. That is, it is recommended to not restrict the mobile initiative to adapting a desktop web, with respect to the design and browsing. Services designed will be positively considered that: Take advantage of the capacities offered by mobile terminals (GPS, camera, compass, accelerometer, notifications...). Offer specific features for the mobile channel, oriented to the mobile context, such as valuable information on users usage context and location, real-time information, interaction with QR codes, payment by mobile... Adaptation to recipients devices Native android applications Native applications for Androids must be adapted to the different screen sizes and densities (LDPI, MDPI, HDPI and XHDPI) of Android 2.3 or a higher version devices. DENSITIES Low Medium High Very High < 130 ppp 130 ppp ppp 180 ppp ppp XHDPI > 280 ppp SIZES Small < 3,5 QVGA 240 x 320 px Normal 3-4,3 HVGA WVGA800 DVGA 320 x 480 px 480 x 800 px 640 x 960 px Large 4,1-7,1 WVGA800 WVGA x 800 px 480 X 800 px Native ios applications Native applications for iphone must be adapted to the screen sizes and resolutions of the iphone 4S (960x640) and 5 (1136 x 640), and also work correctly for ios 5 and 6. Web applications Web applications must be displayed and run correctly on the main operating systems and browsers: Apple ios 5-6; Safari browser and Chrome browser also recommended Android ; standard browser and Chrome also recommended Blackberry ; standard browser Windows Phone 7-8; standard browser The use of devices with different screen sizes is recommended when testing web applications. 19

20 Downloading and performance The application size should be minimised. It should not be larger than 20 MB. The application must not require an excessively fast Internet connection speed. In this regard, a connection of less than 4.5 MB in a five-minute interval is required. Applications must be able to run without a data service, depending on their functional possibilities. Users must be recommended that they connect to a Wi-Fi network before undertaking a large loading or downloading of information. Synchronisations that involve large information exchanges over the network must be limited. If they are required, users must be advised, who can then configure or cancel them, as they prefer. Browsing the application s contents and screens must provide users with a perception of immediacy, speed and user-friendliness. Processes that require a longer response time must keep users informed. Language Mobile initiatives added must use language properly. In addition to following established orthography and grammatical rules, good practices must be taken into account when defining the application s literals and buttons (Recommendations on Terminology and phrasing of IT products at the Termcat Terminology Centre). The gencat style and writing guidelines can also be used such as those set out at Style and Usage Guide of the Government of Catalonia s social networks and The Modern Telephony at the Termcat Terminology Centre. Usage rights and privacy The application cannot contain materials with author rights proprietary to third parties (including music, photos, videos, sculptures, paintings and other works of art or images published on websites or on television, in films or other media), without the appropriate express written cession of usage rights. The material included in the application must be subject to the gencat legal notice specifications on reuse and privacy. Analytics Web-technology based applications must use the set of analytic tags supplied by gencat Analytics, to collect usage data on users. Development and maintenance The mobile initiatives included on gencat Mobile Services must: Provide service to application users and handle any incidents that arise. Perform application maintenance to resolve incidents and provide updates needed for the application to operate well. Notify the Directorate General of Citizen Care and Dissemination on all updates and improvements that are implemented. Monitor the application s online notoriety. 20

21 Summary chart of requirements Criteria for native applications Compulsory Recommended Promoter The initiative is promoted by a body, entity or public company. Target market The application is for citizens, visitors, professionals or companies. Publication in app stores Application published in the App Store, Google Play or Windows Market Place within the official profile of the Generalitat of Catalonia. Recipient devices The application is available for ios devices version 5 or later and Android version 2.3 or later. Other recipient devices The application is available for Windows Phone devices and other mobile operating systems. Free of charge The application is downloaded free of charge and does not contain advertising. Corporate identification The splash screen has the promoting entity s and/or the Generalitat s logotype. In Catalan The application s default language is Catalan. Other languages The application is available in Spanish and/or English. Users may set their preferred language. Literals, buttons and texts Follow gencat guidelines. These items and written contents make use of language standards. Layout of items and usability The application respects the guidelines and specifications defined for the corresponding operating system. Design Graphic resources reuse or adapt the graphic components defined at gencat Mobile Services. Rules and Style Guide, or are inspired by it. 21

22 Criteria for native applications Compulsory Recommended Operation The different browsing options with which the application is structured must operate correctly and coherently with users reasonable and common expectations. Mobile focus The initiatives offers features oriented for use in a mobile context and takes advantage of the capacities provided by mobile terminals. Download The application size after downloading does not exceed 20 MB. Performance The different browsing options respond quickly and are user-friendly and notify users when processes to display information are take a long time. Usage rights, privacy, reuse and data protection Analytic data The application lets usage data be obtained. 22

23 Appendix I. Application form gen.cat/gencatmobileform 23

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