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E-governance and Citizen Information 114 Relationship with CitizensIn short, we are observing a double process of unification and integration of the channelsand diversification and personalisation of contents. The traditional provision of universalservices on the part of the Administration in the welfare state appears to be adapting itselfto new market tendencies that have made customisation a priority strategy for many firms.In this situation techniques and mechanisms to identify profiles or concrete groups of citizenswith specific needs are becoming increasingly important. This is to say that the task of constructingand configuring the user is systematic and ever more crucial. The use of techniquesaimed at determining and configuring the end user – an enterprise in which the Administrationtakes a more active role – is clearly increasing.To this end, there has been a proliferation of questionnaires about the use of the relationshipchannels and about the satisfaction levels perceived by users. In contrast to the originalphase of electronic administration where design was determined top-down, in other words,based on the services offered and according to their own conditions (suitability of services,the condition of the databases, media impact, etc.), in the current phase data about use andanalyses of (actual and potential) user behaviour seems to be pre-eminent. Various periodicstudies along these lines, to study the queries received (using log files, calls, visits, etc.)have been carried out; usability studies have been done before bringing a new portal online;focus group studies have been designed to follow the behaviour of users, etc.The user is beginning to acquire a more important role in e-governance. As a minimum thereseems to have been a movement from a period where the user has been present above allin the rhetoric of transformation, to another where specific actions have been taken directedat determining – with a certain basis and support in specific data – their needs.http://www.uoc.edu/in3/pic
E-governance and Citizen Information 115 Relationship with Citizens7.3. Demand as a Motor for ChangeAnalysis of use of the Generalitat’s portal shows a spectacular increase in visits in thecourse of a single year. Comparing data from March 2005 with March 2006, the number ofvisits in a month has grown from 3 million to almost 6.5 million. Globally, this representsmore than 100% growth and, we emphasise, this was in the space of just one year. The majorityof these visits are requests for information, in other words, the user is looking for specificinformation about a service, regulation or procedure.Figure 1. Development of Gencat Users between March 2005 and March 2006 30Another fact to emphasise is that the use of administrative portals appears highly instrumental,in other words, users are connected according to their needs at that moment. Analysingthe data for the Gencat portal it can clearly be seen that there are clear rises in the numberof visits occurring during those periods coinciding with the publication of data of especial in-30. RESUM DE VISITES: Summary of visits; VISITES: Visits; MITJANA PER DIA: Average per day; MITJANA DURADAVISITA: Average during visit; DURACIÓ MITJANA DE LA VISITA: Average duration of visit; VISITES INTERNACIONALS:International visits; VISITES D’ORIGEN DESCONEGUT: Visits – origin unknown; VISITES PROCEDENTS DEL VOSTREPAÍS: ESPANYA (ES): Visits from within this country: Spain (SP).http://www.uoc.edu/in3/pic
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PROJECT INTERNET CATALONIA (PIC)E-G
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E-governance and Citizen Informatio
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Chapter 11 Introduction
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