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E-governance and Citizen Information 86 Structure and Organisationpartments within the Generalitat that already “have the most power”. We can considerthat this situation already obtained in 2003, but in the 2006 data we can see that it hasbeen emphasised further.The second relevant aspect of our analysis is what is happening to the areas related to theInformation Society and technological innovation. Responsibilities in this area are shared (in2003 as well as in 2006) between the Presidential Department, the Governance Departmentand, above all, the Department for the Information Society (including the IS Secretariat). Althoughthe Presidential Department occupies the central position in both the years analysed,in 2006 the Department of Governance is located at the nucleus of the network,improving its connectivity with respect to 2003. But what is more interesting is what is happeningto the Department for the Information Society. This department has not only shiftedfrom being the most peripheral in 2003 (with 12.3 average relationships) to being in 10th positionin 2006 (with 18.9 relationships), but also the group to which it belongs (cluster 2) isthe first to join itself to the central departments (cluster 1).Lastly, there is a still more relevant fact that the network analysis has not picked up on becausethe 2006 data corresponds to the month of April. With the last government reorganisation(May 2006) the Secretariat for the Information Society ceased to be part of theDepartment for the Information Society and joined one of the three most important departments:the Presidential Department. In this way, the central core of the technology and ITorganisation has returned to the department where it was first created. The recovery andgrowing importance of this area within the Administration as a transversal sector, as opposedto its 2003 completely peripheral position, stems from this change. Moreover, this resultis in line with what we have observed regarding IT organisation, where we havedetected an increase in control and the centralisation of decision-making in transversal aspects(although the departments still retain a certain discretion).http://www.uoc.edu/in3/pic
E-governance and Citizen Information 87 Structure and Organisation5.4. Cooperation and Transversality at Intermediate and Low Levels of theGeneralitat's AdministrationThe commissions that we have analysed in the above section only offer us an incompleteview of transversal relationships, not just because they were not picked up but also becauseof the nature of their mainly consultative character.There is another way of looking at integration, on a micro level. It is concerned with theintegration of the databases and the authorisation of transversal information systems thatshift the traditional functioning of Public Administration towards greater simplification, efficiency,etc. In other words, apart from the framework of general relationships that occurbetween departments, transversality, cooperation and horizontality also occur in those internalprocesses and specific projects involving the participation of intermediate and lowlevels of the administration. The analysis of (corporative and departmental) database operations,of information systems and simply the applications necessary for the day-to-dayfunctioning of Public Administration in terms of interoperability offers us a complementaryview of the internal functioning of the Administration regarding the aspects in question. Inorder to analyse this part we have focused on the qualitative fieldwork of interviews conductedand on the projects observed in the area of Citizen Information services.Firstly, however, we focus on the global situation with respect to the integration processesin the area of the Citizen Information service's channels of communication and the extent towhich these affect the entire Generalitat.5.4.1. The Citizen Information Service's Channels of CommunicationThe relationship between citizens and the Administration of the Generalitat takes place,above all, through three channels: face-to-face contact, the Internet and the telephone. Theresults observed are different for each channel.a) Face-to-face ContactThe Generalitat's advice and information offices are the channel where the compartmentalisednature of the Generalitat's organisation is most prominent. At the beginning of2004, the Generalitat had up to 453 staffed information points in Catalonia (with officesfor practically all the departments). Nevertheless, except the five information offices witha general character belonging to the Presidential Department (Citizen Information Offices)and to a certain extent the offices of the Welfare Department, the information offices of thehttp://www.uoc.edu/in3/pic
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Chapter 11 Introduction
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Chapter 99 Conclusions
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