Palma's Townhall Modernisation and Quality Plan

Web address of the case:

http://www.palmademallorca.es

Country of the case:

Spain

City/region:

Palma de Mallorca

Posting Date:

19 December 2005

Last Edited Date:

18 July 2008

Author:

Carlos Guadian (autoritas consulting)

eadministration | Portal | municipal

Type of initiative

Project or service

Case Abstract

The Modernisation and Quality Plan of the Palma Townhall is the most innovative one in the Spanish Local Administration History, being the first public entity that faces administrative modernisations with such a big extension. The key point in the new services' configuration is that these will be managed thinking in the citizen as a receiver, simplifying, modernizating, speeding up and searching the accessibility across all the existing channels (either by presence, telephone, or telemathical channels). Palma of Majorca's townhall has designed a plan of global solutions' environment, where all the elements and the performace fields are perfectly integrated, with the aim of achieving, three main objectives: 1) A new direction of the management and the municipal areas towards the citizens and the enterprises; 2) Increasement of the quality's level in management; 3) Increasement in the degree of eficiency and efectiveness.

Description of the case

Domain

eGovernment

Topic

Regional and Local | Multi-channel Delivery | Efficiency & Effectiveness, Benchmarking | Services for Citizens

Sector

Local/Regional Community Development

Start date - End date

January 2005 (Ongoing)

Date operational

December 2005

Target Users

Citizen | Administrative

Target Users Description

Scope

Regional (sub-national)

Status

Operation

Language(s)

German | English | Spanish

Other

CatalÃƒÂ¡n

Policy Context and Legal Framework

Project Size and Implementation

Type of initiative

IT infrastructures and products

Overall Implementation approach

Public administration

Technology choice

Not applicable/not available

Funding source

Public funding regional

Project size

Implementation: Not applicable/not available

Impact, innovation and results

Impact

The modernisations' plan that Palma is carrying out differs from other local modernisation projects for its extension (it implies a complete reform of all the municipal areas), for its investment (97,8 millions of euros) and for its length (10 years). Moreover, among all of these iniciatives, the Palma townhall is working towards a future management model, run out by SAP, which constitutes one of the main innovations in the Spanish Local Administration sector.

On the other hand, here are some of the most oustanding and innovative projects of technological renewal that are being implementated:
- CRM System of relationship with the citizen. Includes: portal web (public access), private-access portal web, on-line payments, Integral Center of Attention to Citizen, Contact Center, telemhatical procedures environment.
- SMS Service: Tool that will allow the sending and reception of information by SMS to the Palma's citizen.
For instance, a citizen will receive a message at his mobile phone before a breakdown van moves his car away.
- E- ducate Platform: Educative portal addressed to motivate the use of technologies by the schoolboys.
- Web guide for citizens: Connection of watchfulness cameras in the pubic way, so that the citizens can consult the routes state from their places.

Lessons learnt

The Modernisations and Quality Plan of the Palma townhall is an initiative that will include renewal for 10 years. To synthesize, this project includes an Action Plan that defines the planning of all the implementation activities, which could be summed up in: Citizens' relationships model; Complete model of intern management; Technological model; Other projects and inniciatives.

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