Comparative Study of Public e-Service Centres in - ePractice.eu

PUBLIC E-SERVICE CENTRES IN EUROPE
helpdesk service, a constant dynamisation of the network, the creation of technical guidelines
for the dinamitzadors, the formation of the "dynamizadores" through e-learning platforms. We
have also created with the UOC 34 a master for the "dinamitzadors" of the network and we do
also take care to develop training tools for the users of the telecentres".
"Unlike other networks in Spain that directly manage their network and have a more uniform
policy, we have several profiles of workers inside the network, for example the dynamitzadors
from the Onmia network are employees of the Generalitat, but others have different
agreements with the local entities they work for"
Technological issue:
Since 2005, we have created a "demo or beta stage" network of 28 telecentres that only work
with free software; we distributed them all over the Catalan territory, selecting places where
there was already an interest and sensitivity towards this issue. We are testing a system
called client-server, "stupid screens" they call it, where all computers are connected to one
single server, it can be a very economic and easy to maintain solution. Furthermore the
software package is in Catalan and can be adapted to local needs and specificities; it was
used initially as a demo test which was finalised last October. We are now developing an
evaluation to see its use possibilities in other places.
The basic problems we encountered were one of acceptance by the local entities, and we
have of course to help them to migrate from proprietary software to open source. There
doesn't seem to be any problem for users having their first contact with ICTs, and internet,
they don't even see it is different, it is the same to begin from there or from the traditional
operative systems environment. The problem comes when people come to the telecentres
looking for a more professional training, if they want to get trained on tools that they can use
and apply in their labour environment, there might be a problem. At the same time and in
theory telecentres were developed and are oriented towards people who have basic levels of
digital literacy and ICT skills.
For more specialized networks like the "teleworking network" it is clear that we need both
platforms, proprietary and open source so we can achieve more professional training and
basic skills also"
"We opted for free software because a lot of people are developing applications and sharing
them, it is based on a philosophy of working in network, it can also provide more inventive
solutions for local businesses, adapting also to local language, but also to Arab or Chinese for
teachers who have to teach the newly arrived people from third countries"
Formation for "dinamitzadors":
"They use a e-learning distance platform based on a CMS called Moodle, they are very
confident and comfortable with it. We try to detect their needs as they emerge and we
organize training modules using the moodle. A real problem for us is the high staff turn over of
dinamitzadors. When telecentres close or if a dinamitzador leaves for another job or training,
the situation can become very problematic. That is why a distance learning platform fits with
their mobility. We adapt the contents to their needs and also by watching what other networks
in Spain are developing"
"The status of "dinamitzador" as a professional recognized profile is complicated because
most of them aren't directly our employees, they depend on the local entities that employs
them. What we can do from here is to help local entities to recognize it as a professional role
which is really important and difficult.
In the best case they are seen as a socio-cultural promoter, but in the majority of cases the
dinamitzador really has a personal implication on the job, he provides it with an added value.
When he is young and he likes the job he can become very engaged. The problem is all that
the knowledge gets lost once he leaves, it is an important capital based on experience, its
knowledge of local specificities but also of internal dynamics inside the telecentre and the
hosting entity. So our network is trying to establish a system to capitalize on that knowledge in
order to keep some trace of it and help to transfer it to others, and to new dinamitzadors. In
order to achieve this we are working with the technical office, the TEB, which took over
34 Universitat Oberta de Catalunya, http://www.uoc.edu/
- 34 -