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Improve relations between local authorities and citizens

Step 6

Assess the improvement in citizen perception of local authorities and communicate on the digital transition


Convince the population of the relevance of the approach is condition of success for massive and sustainable use of new digital tools.

All the systems implemented by local authorities must be the subject of a communication campaign to make sure they are appropriated by the users. Introducing training and awareness raising sessions is essential to make the tools sustainable. These initiatives often provoke resistance or even incomprehension, so time is required to boost staff and citizens’ skills.

An issue related to the introduction of these e-governance systems is that of transparency and accountability. This must be considered a real asset, and not a risk by the authorities: the acceptance and use of digital systems in fact goes hand in hand with increased user satisfaction on the new services offered. Communicating on the impacts (internal economies, gains in efficiency, reduced errors and deadlines, adaptation to all population categories) provides arguments the local authority must render accessible and comprehensible.

Suggestion box

Examples of e-governance performance indicators

  • Increase in online tax collection rate.
  • Rate of population participation in participatory systems and digital consultations.
  • Number of contributions to public debate online on social networks.
  • Rate of recourse to online administrative procedures.
  • Frequentation and use of free access terminals or computers in administrations.
  • Number of creations or recording of individual online accounts.
  • Increase in frequentation rate and follows of the city hall’s web pages and social networks.

Incorporating digital technology into municipal management can be an opportunity to develop an open platform for publishing data on public management (Part C). The opening of public data is part of local public action transparency and increased trust of inhabitants towards local elected representatives.

Practical exercise

Evaluate and communicate on the change in relations between local authority and users

Choose an indicator that shows targets have been met

  • Users’ perception of the quality of local administration?
  • Increased tax revenue?
  • Enhanced citizen contribution to public decision-making?
  • A reduction in the time it takes to complete administrative procedures?

Implement a communication strategy

  • Disseminate information and raise user awareness: communication campaigns, active presence on social networks, websites, etc.
  • Feedback information and gather opinions: call centres, surveys and online questionnaires, a complaints and claims management system, urban problem reporting tools.
  • Provide information about decisions and create spaces for virtual dialogue: online forums, participatory mechanisms, making open data available.

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