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E-governance and Citizen Information 100 Managing Technological Innovation6.2. Electronic Government Promotion StrategiesThe Catalan Administration's current technological innovation and administrative changestrategy appears to be aimed, above all, at putting in order the existing high degree of dispersionin the Generalitat's information systems. A planned, parallel objective is for savingsin resources and/or their optimal utilisation. In this sense, there seems to have been a developmentfrom a strategy more orientated to developing exemplary and highly visibleprojects towards the putting into place of more delimited initiatives with greater short-termimpact.6.2.1. Rationalisation of ResourcesAs we mentioned, the Generalitat of Catalonia’s current strategy has as one of its principalaxes the rationalisation of the functioning of the organisation and in particular of the Administration'sinformation systems, for example, by unifying databases and improving the waythey work. Thus, it highlights the objective of increasing efficiency and the strong activity thathas been developed in order to make a diagnosis of the state of the situation.Thus, for example, in the analysis of projects highlighted by the departments of the Generalitatwe have found that amongst the objectives most frequently mentioned were thereduction of time spent on red tape and an increase in the efficiency of processes (digitisation,simplification and automation of processes would be ways of achieving it). In addition,the great majority of projects have an internal orientation that directly affectsaspects of the back-office and organisation. This shows differences with the earlier stagein the development of e-government, where the priority appeared to be the impact on citizens.In fact, now it is stated that between departments, internal orientation carries slightlymore weight than the orientation to the user: there is a clear perception that in order toachieve an improvement in the service provided to the end user, it is first necessary to improvethe internal situation of the Administration itself (77% of projects aim to do this). Onthe other hand, savings and homogenisation appear as objectives to be achieved by themechanisms themselves: the unification of databases, the use of common tools, etc. “it'sabout putting on the table the idea that it's not necessary for each administrative unit andsub-unit to have its own website; what is needed is to avoid information being hiddenaway” (P77). In other words, it is about rationalising both economic resources and the informationitself, rendering it more accessible.http://www.uoc.edu/in3/pic
E-governance and Citizen Information 101 Managing Technological Innovation6.2.2. Self-knowledge for ChangeThe efforts made to increase understanding of the Administration itself as a first step in developinginitiatives is also a relevant fact. Doing inventories of projects and initiatives is highlightedas an important activity in at least five departments. In addition, the projects wefollowed up and observed in more depth showed us the importance given to self-knowledge.This is especially evident in the processes of change to the Gencat portal and in the unificationof the 012 and 902 telephone services (of the AOC).One of the explicit objectives in redefining the Gencat portal, in the words of an interviewee,was “to rationalise resources”, and to do this, they added, “an analysis was done in order todecide which websites to keep and which not to keep” (P77). In other words, before that momentthere was no register of the number of websites developed within the Generalitat.In order to do the new design for the Gencat portal, studies were carried out aimed at a diagnosisof the portal itself, of associated websites and the world of the Generalitat's websitesin general, and of the users. They included a positioning study; a test of the portal'susability; a questionnaire for the people in charge of the Internet in each department and ofeach of the associated websites; a study of the associated websites and a study of trendsin governmental websites both amongst the autonomous governments in Spain and in theinternational context. It also turned to an analysis of users: a focus group was formed and asurvey of users done. The efforts made to analyse its own situation were, clearly, exhaustiveand without precedent.6.2.3. Continuity of Ideas and ProblemsAnother element to stress is that at the same time lines of action were maintained that hadalready been planned a decade before while changing important elements about how tomove them forward. Thus the 1996 Citizen Information Systems Master Plan (Pla directordels sistemes d'informació al ciutadà, PDSIC) already mentioned approaching citizens andunification of the corporate image as basic objectives. Planning for this, then, began in the1990s and is still being planned today, a fact that does not imply that many changes havenot taken place, but shows the slow pace and difficulties encountered in moving the planforward.In the case of Gencat, references to the necessity and advantages of unifying the “brand”image were a constant. Even for face-to-face contacts generic offices are planned (takingadvantage of the deployment of existing offices), with information organised not accordinghttp://www.uoc.edu/in3/pic
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