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Improve relations between local authorities and citizens

Step 2

Perform a diagnosis of e-governance maturity and use of civic tech


For digital technology to facilitate relations with citizens, the local authority and the population must be equipped and connected.

The local authority must first of all verify the digital penetration rate within its own departments. Equipment diagnosis may involve:

  • listing of regulatory and administrative documents which have been or can be scanned and published online;
  • identification of procedures and complex steps for users which could be simplified thanks to digital technology, such as civil registry, tax payment, recording of permits and commercial licences …
  • identification of systems that could benefit from user contributions for decision-making or preparing budgets, depending on the needs expressed by the population.

Internal consultation with municipal agents may bring out points of friction or difficulties experienced in relations with users. This stage allows agents to be associated with developing solutions.

Communication tools should not be neglected in this domain: the way the local authority informs, raises awareness and consults the population can be greatly facilitated and extended thanks to digital technology, in particular via new communication online means and social networks.

Practical exercise

Perform a quick diagnosis of possibilities and progress of digital technology in the relations between local authority and citizens

Produce a quick technical diagnosis of local authority maturity on this domain

  • What is the rate of household ownership of telephones, smartphones, tablets and computers? How is this penetration rate distributed over the territory?
  • What municipal spaces already offer the general public Wi-Fi access?
  • Which procedures and data are already dematerialised or available online?
  • Which documents and statistics have already been scanned?
  • Which teams or public agents are most familiar with digital technology and oriented towards innovation?

Produce a quick diagnosis of possibilities and limits offered by the national regulatory framework on e-governance

  • What are the national and international programmes, competitions and calls for projects that can help to fund improvement actions?
  • What are the national programmes for dematerialisation of procedures?
  • What are the possibilities for setting up participatory processes?
  • What are the regulations on personal data and online administrative files?
  • Are there any legal methods for paying taxes by mobile or online?

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