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“By” doing digital actions with management: “Every action is a world with its own systems” | Technique



Mariano José de Lara’s Come Back Tomorrow is still applicable to many Spanish citizens two centuries later, although it has now been transferred to the digital environment. While the problem the nineteenth-century writer and journalist pointed out was the bureaucratic web in which one could participate, if he lived today he would find the gym on his computer screen, where he would encounter difficulties such as accessing through electronic identification, search About a phone number where you can be present or understand the text itself.

In Spain, 83% of citizens leave some procedures incomplete due to the impossibility of understanding them, for 49% the main difficulty is the inability to contact someone to resolve doubts, and almost 40% end up turning to a family member or friend. Receive help, rather than the administration itself. These are some of the conclusions reached by telecoms company Prodigioso Volcán, after analyzing 40 digital actions from state administrations, autonomous communities, and town halls, and after surveying 1,000 citizens.

“There is a lot to do in the digital design of services, in the language itself, in usability…” stated Jorge Hierro, CEO of Salta Comunicación y Formación Digital and IT consultant. “You have to have a lot of perseverance and search for your life, and at that time you need to be able to complete the obligations that you have as a citizen that affects you. We are self-taught and we have some difficulties because technology is not with us; logically, you have to turn to family and friends,” Add.

“What would we think if nine out of 10 people got stuck climbing a ladder? Who would be the problem?” says Judith Gonzalez, client manager for clear communications at Prodigioso Volcán.

Faced with this situation, Hierro proposes, on the one hand, to train citizens and give them certificates of digital competence (something similar to Google Activate courses), and on the other hand, to integrate training pills and FAQs on the administration’s web pages, that can guide the user when he encounters difficulties when carrying out the procedure . “At the state level, digital education campaigns will be very good,” agrees Carmen Bueza, Local Administration Officer of the Torrelodones City Council (Madrid).

In said town hall, Buiza and his partner Ana Panadero confirmed that they are trying to “explain the procedures in non-technical language because this is something that complicates a lot” and above all, to accompany the people. “Here the procedures are not very difficult, but nevertheless, there is always an operator who helps them and even comes with their computer and teaches them,” says Panadero.

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Although they all insist that the problem does not only affect the elderly, it is true that these are the ones who feel the most insecure: “They are not completely satisfied. Sometimes they come in person to check the access of what they did with the digital certificate, ”warns the official.

A miracle volcano conducted a survey of a large majority of citizens with a high or medium socio-economic level, above all, between the ages of 18 and 54, and the results show that young people also have problems complying with this type of commitments: the explanation is that since they Accustomed to a level of applications with an excellent customer experience, they cannot understand how complex management takes you, ”explains Elena Leria, CEO of Madrid Digital, the digital management agency of the Community of Madrid.

Among the digital procedures, there are some basic ones such as registering the birth of a child, housing assistance or change of address. There are thousands of them at every level of management. In the Community of Madrid, for example, they talk about 1700 and in the administration of Navarre about 1800.

“It is clear that the administration is complex because it depends on the state, the autonomous community and the city council. This means that it is not very easy to carry out all the procedures in a citizen’s file because that depends on the interoperability between the different administrations, “explains Hierro, to whom Liria adds: “Society Madrid is one of the independent departments that uses the most common components of the state, such as the citizen folder.Our digital computation project was born with the aim of being able to include all the information of the country that we are allowed to display to the citizen, as well as that of municipalities with a population of less than 20,000 Nesma,” he explains.

It is a matter of wills. “But we will see what can be done. Behind it, there is an administrative procedure with regulations, which are mostly a stumbling block because the process is not really easy. Simplifying administrative procedures involves changing the regulations. Each one is a different world because it has its own regulations and many factors intervene,” he adds. chief executive officer.

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Interoperability challenge

Also, the continued demand for data from the citizen, even though it was previously submitted to the administration, creates the problem of efficiency. According to Elena Liria, to avoid this “we must give him permission”. “It is true that this may not have been communicated as it should be. The administration cannot ask you for the information it already has if you have authorized it, but if you have not, it has to ask for it. With Quinta Ciudadana, we are seeking that permission,” he explains.

In the government of Navarre, they work in a data office to be able to request information from another data space and from other departments. Itziar Perospe, Director of the Digital Progress Service of the Directorate General of Communications and Digitization of the Government of Navarre, describes it as an “interoperability challenge”. The digital account, from the Community of Madrid, also seeks to solve some actions with a single click, although it will depend on the complexity of each case.

The previous information is sometimes wrong or not clear

Obstacles can be encountered even before the process begins. The Prodigioso Volcán study showed that in 7.5% of procedure errors are found in prior information, such as the necessary documents do not match those required once the procedure has started, 85% of procedures do not use an instructional design to explain how to do them, in 27.5% the application channel is not clear and 22.5% do not explain what the procedure itself is.

Sometimes the complexity is found in the access itself, due to not knowing what each form of identification consists of or confusing one with the other, for example, Cl@ve Permanente with Cl@ve Pin. 18% of those surveyed stated that the main difficulty was that they could not document themselves, and more than half stated that they had technical problems before starting the process. Of course, most procedures offer the four main ways to do this: Cl @ ves, electronic DNI, and digital certificate.

According to the study, the average probability of initial explanatory texts being clear is 23.5%. However, according to Carmen Bueza, of Torrelodones City Council, sometimes the problem also lies in the fact that we “don’t read the screens”, but rather “go with the mouse to where it says ‘Continue’ to click”, so in this administration try to highlight it with a color or underline it or Put it in bold. In the Community of Madrid, they are also working on the “language of easy procedures”. “This will greatly improve the understanding of citizens,” stated the CEO of Digital Madrid. “For me, digitization is not just a matter of technology, it is about simplifying procedures and process,” he adds.

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The Community of Madrid and the Government of Navarre are working with citizen surveys in order to improve the user experience. In the case of Madrid, they are looking for the “pain points” that citizens feel when working with a procedure in order to simplify it, Liria explains. In Navarra, Berrospe points out that through a project to analyze and monitor citizens’ use of navarra.es procedures, they can identify which have a longer development time or have been abandoned without being completed.

As Jorge Hierro explains, “In the digital world, what we are talking about now is already in the past, so you have to adapt to it in the way of the present and the future.” But for that, you need financing. In Estonia, the typical case of a digital state and a citizen’s digital identity, they too “start to run into difficulties because they have to keep constantly updating themselves to maintain this higher level of digitization, which requires a lot of budgetary investment,” according to Elena Liria.

Although the experts place importance on the training of the citizen, they also do so for those who attend and resolve doubts. “I agree with the survey that, in general, at the three levels of administration it is very difficult to find help for digital administration, and not always at 010 or 012 they have the specialty to guide you in the procedure, as The Tax Agency does,” admits Leiria. All consulted departments ensure that face-to-face telephone assistance is provided, and despite the fact that digitization is on the rise, it is not going away.

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