Bologna and ICT: How to meet citizens expectations

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1 2011 European Local Government Conference Prato, May 24th Bologna and ICT: How to meet citizens expectations ANNA RITA IANNUCCI Director of Communication Department Bologna Municipality

2 Bologna: where 2

3 Bologna: some highlights Seventh largest city in Italy for number of inhabitants (almost 400,000) - 9 districts The metropolitan area (more than inhabitants) ranks second in Italy after Milan One of the main cities in Italy for economic relevance, with the highest employment rating, both for women and men, among Italian cities One of the most important hubs of communication in Italy (railways, roadways and telecommunications). 3

4 Bologna: some highlights Highest level in Italy for cultural expenses (3.7% on global municipal budget). Bologna is the home of the oldest University in Europe, and one of the oldest in the world, founded in Bologna's cultural heritage can be seen in its 43 museums, 14 theatres, 50 cinemas, and more than 200 libraries. Second in Italy in the ranking of sustainable cities as for transports, waste, air, water, energy, green areas High level of extensive pre-school, educational, social and sport services 4

5 Bologna and ICT Information and Communication with the citizens: - a way to empower the community - an essential and due service to citizens, making aware of rights (and duties) - one of the most important and enabling way to promote inclusion The City Administration is developing a policentric system of communication, with a special committment in listening to the needs and expectations of citizens/users and various ways/channels of giving their feedbacks The data of impact on social and economical context are feeding the outline of a sustainable and reliable model for communication and multichannel delivery of services

6 In this evolving and ongoing framework CITIZENS play a major role both as users and as interlocutors, providing ideas and useful contributions to design and implement services increasingly focussing on the needs and wishes/expectation of the community

7 The pillars Internal Communication Listening Communication Relationships With Citizens Participation External Communication

8 Communication and Information Services System INFORMATION, TRANSPARENCY AND ACCESS FRONT OFFICE EU PROJECTS AND PARTENERSHIPS FRONT OFFICE FOR YOUNG PEOPLE CORPORATE IDENTITY EUROPE DIRECT FRONT OFFICE CITIZEN SATISFACTION CITIZENz RELATIONSHIP MANAGEMENT CALL CENTER INTERNET FREE WORK STATIONS WEB PORTAL AND IPERBOLE CIVIC NETWORK MULTICHANNEL CONTENTS AND SERVICES PRODUCTION 8 COMMUNICATION AND MARKETING CAMPAIGNS INTRANET

9 A crossover between two models VIRTUAL MULTICHANNEL PORTAL IP ERBOLE CIVIC NETW ORK BOLOG NA CITIZENS PHYSICA L MU LTICHANNEL PORTAL

10 In the last 17 years there has been constant commitment by the Municipality of Bologna to promote: - the use of networking technologies - digital convergence and multimedia opportunities - interactive communication - citizens participation in decision making processes through the free Iperbole civic network e-community (26000 users at march 2011) and the Internet portal ( pages)

11 Iperbole Wireless: the ubiquitous civic netework free access for all subscribed users (Iperbole users, students, teachers and staff of the Bologna University, and - starting from also tourists and visitors of town) More than users in May 2011 Infrastructure covering a wide area of the city centre of Bologna and other areas in the outskirts selected as relevant for the Municipality s digital inclusion policies and civic purposes The Iperbole Wireless strategy: to progressively light up the wireless city network, taking into account the opportunities provided by different context, and the ongoing chances to involve private partnerships and sponsorships

12 Iperbole Wireless: a new and sustainable way to... extend the online community promote policies regarding access to broadband make easier the access to Internet outdoor and in motion expand electronic citizenship in the whole town, thus keeping on the mission started with the traditional Iperbole Civic Network 12

13 TOWARDS dipartimento organizzazione Iperbole web apps MAPS VIDEO CALENDAR IMAGES

14 Iperbole Wireless WebApp Smartphone-optimized version of the web site: Info on the Iperbole Wireless network HotSpots, including rules and conditions to use the service. Iperbole Mobility WebApp Smartphone-optimized version of the web site: situazione-viabilita Detailed description of road works occurring in town

15 The QR Codes in Museums Project Some museums of the Bologna Municipality are now introducing the QR code tags services. Users can listen to audio information and watch pictures and videos related to each single art work tagged with a QR code.

16 CONVERGENCE between the new Information and Communication Technologies is bringing on MULTICHANNEL COMMUNICATION...that is the possibility to communicate with citizens at any time and anywhere using different channels addressed to different targets, in different moments and contexts 16

17 Digital channels are... DTT: digital terrestrial television (www.lepida.tv ) WOB (Welcome On Board): news and information provided to the users of public transport network. 240 buses out of 400 hosting aboard the service. Call Center (unique number ): probably the easiest terminal to reach friendly information, support and specific consultancies. More than satisfied requests in Newsletters both about city information and events and organised by district. Iperbole newsletter: More than readers. District newsletters: more than readers (in March 2011) Informative screens promoting Municipality services and activities SOCIAL PLATFORMS OF EXCHANGE AND SHARING AS YouTube - 37 uploaded videos Facebook - more than fans in May 2011 Twitter - more than 800 followers in May 2011

18 Main physical - with online website - front offices are... Central Front Office (URP - Office for the Relationships with Citizens) visits / s received in City districts front offices (15) phone contacts in Informagiovani - Information and services for young people contacts (visits + phone + ) in Iperbole Front Office - Civic network services users of the Internet public places in Europe Direct information point contacts (visits + phone + ) in Sportello Sociale di Quartiere - District Welfare Front Office Sportello Imprese - Front Office for Enterprises visits / 692 online contacts in Sportello Lavoro - Job and employment Front Office visits in Sportello Edilizia - Front Office for Building Activities visits / online contacts / phone contacts in Urban center - Planning and developement of the city/territory

19 CzRM - Punto d ascolto - Point of listening A unique platform created for the intelligent management of relationship with citizens and the horizontal integration of information related to the community Keeps track of all contacts and of the whole history of problem solving processes The online notification service allows to send suggestions, complaints and any kind of notification - with maps embedded too - from any Municipality front office, by using phone, smarphones, , online forms, traditional letters etc, The Office for the Relationship with Citizens directly answers or forwards the message to the right office/district within the same digital environment

20 CzRM - Punto d ascolto - Point of listening Number of suggestions / complaints / comments received in year 2010 by the Municipality offices: 2051 via via web 3081 total related to: degradation (urban, environmental, social) traffic and mobility public green 93 - animals urban design 59 - business activities 52 - micro-crimes other / generic

21 CzRM - Punto d ascolto - Point of listening Online suggestions / complaints / comments start being processed by the Municipality staff within 1 (immediate answer) and 3 days. The answer item can be closed within 1 day (immediate answer), or it can be extended until a maximum limit of 3 months, depending on the request complexity and the number of offices / other public bodies needed to be involved. The average item processing time is 39 days.

22 Telephone is the easiest terminal to easily reach information, support and consultancy on general and specific topics Call Center unique phone number The service is available from 8 am to 7.30 p.m. from Monday to Friday, from 8am to 2pm on Saturday An Interactive Voice Response - IVR is available in order to provide answers to the most frequently asked questions and when the call center is closed Questions on general topics are answered directly, whereas, as for more specific questions, citizens are redirected to the right contact in the right office More than call-requests satisfied in

23 IoNoi - Intranet portal Internal web portal allowing each member of the Municipality staff to access common information, services and applications 3500 PC desks at disposal of 3600 employees Technical, professional and social platform developed to help the increase of internal communication fluxus and the horizontal circulation of information Public area where skills and the knowledge of the organization and community could be shared

24 Tools for efficiency and innovation within the organization Tools for City governance support ICT Technology and methodology tools to improve citizens quality of life Tools to make City performance evolve 24

25 ICT to improve performances and services both for City management and community governance Collaboration between public bodies: free exchange of digital documents and data Urban quality and re-qualification: wi-fi, monitored access to traffic Smart sensors to enhance environment quality and energy saving Management of traffic gates: information through dynamic messages (WOB, panels, etc) Video-surveillance Services to companies and entrepreneurs: Entrepreneur desktop, notaries web portal, online services for building and commercial activities 25

26 ICT supporting Governance Strategic data elaboration, performance indicators Digital citizenship and digital divide Administrative transparence NGN New Generation Networks e-democracy and e-participation Infrastructures and urban planning Pec and digital signature 26

27 Bologna and ICT strategy: points of strenght Multi-channel and multi-media approach - Provide citizens with the opportunity to support the decision-making processes at any time and anywhere using different channels depending on different targets and contexts - Proximity level and EU context - Mediation/moderation - Availability of all the documents and information related to discussed topics - Clear, transparent and agreed rules of the games for the processes Involvement of social actors - New communication and production models for ICT applications in collaboration with the women associations (language, models and gender issues) - Policies and actions for e-citizenship and e-inclusion (new citizens and migrants communities too) - Free and attended access points also for disabled people - Wireless access and connections for free (Iperbole Wireless) - Open source and open contents/formats/data

28 Bologna and ICT: open issues The various e-divides Despite the efforts spent to fight digital barriers, a part of Bologna population risks to be cut off from e-participation processes (age, gender, social-economic situation, etc.) It is crucial to reach and involve the whole citizens with more targeted actions of telematic literacy, in a broad sense Weak points to be tackled More involvement in e-participation on the political side Commitment by administrators at every level of government, offices and facilities, is also crucial Sustainability models for e-governance and e-democracy services New skills and profiles within the administration are needed More efforts to simplify languages and specific and professional jargons

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