Govtech Challenges

How can we automate and optimise management processes for administrative procedures?

• Can the procedures associated with the day-to-day management of the City Council be streamlined in terms of registration services, consultations and other internal processes
• How can we increase the digitalisation of the in-person point of service and facilitate the flow of certain procedures
• How can the digitalisation of internal documentation be boosted and its management optimised?
• How can we move forward in the automation of the anonymisation of personal data so that they can be retained and reused?

As in other municipalities, the impact of the pandemic and the normalisation of teleworking in different companies and sectors has led to an increase in the population in Carabaña. These new inhabitants need to have up-to-date information on the services of the municipality, as well as documentation to, for example, start a building project or obtain a registration form. In practice, this translates into numerous face-to-face consultations for the same procedure, manual registration processes, continuous requests by email – many of which cannot be answered in the same way due to privacy – and an overload on the Town Council’s teams.

However, the dispersion of the population throughout the municipality and the fact that it is a dormitory town for many of the inhabitants has led to additional pressure on the procedures that are the responsibility of the Town Council.

How could the management of recurrent procedures be improved in order to relieve the workload of public employees and how could the response to citizens be speeded up?

We seek solutions that meet at least one of these objectives:

• Tackling the growing volume of files to be processed, prioritising efficiency in processing and reducing the number of resources assigned.
• Dedicate the skills of internal staff to tasks of greater added value with document analysis tools that enable transversal integration.
• Reduce the number of hours dedicated to telephone and face-to-face attention by public personnel.
• Improve the user experience of customers in their interactions with the City Council and cover a greater number of people.

Pilot paid with a maximum of 15,000 euros, to be developed in a time limit of 4 months, with the City Council of Carabaña. The pilot may cover all or part of the objectives set out in this challenge, depending on the type of solution.

How can we optimise and automate the response to citizens, especially in the management of incidents and queries?

• Can requests and petitions be automatically redirected to the responsible departments and/or teams?
• How can we centralise and monitor citizen requests, complaints and claims from a single access point?
• How can we make the website more accessible and clearer for the different interest groups that interact with the municipality through it?

Collado Mediano Town Council is looking for new ways to organise and facilitate the relationship between the council and the citizens. How could technology help to boost the activity of the town while at the same time freeing the council’s staff from redundant work?

For the city council, one of the problems is that the public accesses information in its digital channels in an unresponsive manner. At the same time, internally, we are looking for the teams and departments involved to communicate more quickly and efficiently. This need is more evident with the arrival of a new population from large municipalities used to other types of services and ways of interacting with the administration at the same time, as well as in summer with the arrival of many of the inhabitants of second homes.

Could implementing new processes or systems to optimise and streamline the relationship with citizens, improve transparency and access to information, and improve the situation of City Hall workers?

We seek solutions that meet at least one of these objectives:

• Reduce the number of unanswered complaints and/or requests from citizens.
• Improve the level of user satisfaction in the response of the City Council, with an optimisation of accessibility and user experience.
• Automate the follow-up of queries to the Administration.
• To free up work time for the different City Council teams.

Pilot paid with a maximum of 15,000 euros, to be developed in a time limit of 4 months, with the Collado Mediano Town Council. The pilot may cover all or part of the objectives set out in this challenge, depending on the type of solution.

How could we improve citizens’ experience in sorting and managing waste disposal?

• How could we provide immediate information to citizens on how, when and what to recycle for at the points of waste generation, separation and landfill?
• How could we have more information on what type of waste, quantity and separation efficiency attributed to households and businesses, anonymously
• How could we connect, link and model data from different sources of information from the municipality (e.g. waste arriving at the treatment point)?

Fuenlabrada’s waste management system has long had options for innovation and incentives for the circular economy and waste reduction. Some examples are the sensorisation of containers, the definition of collection routes based on previous data and the door-to-door collection of paper and cardboard on demand in shops. This has been a great effort from which we want to continue to learn and improve the public waste collection service for citizens. For example, although there are already information channels for residents, new ways are being sought to facilitate the use of content and other resources that support proper separation and recycling. At the same time, there is a difficulty in obtaining and managing information on the separation and recycling habits of households and industry, especially as virtually all municipalities have communal bins which, by adding another complexity, intermix waste. How to provide this information in a way that is effective, but also agile and intuitive for citizens? How to help improve separation and recycling in households and businesses? How to optimise the information already available to improve the citizen experience in separation and recycling? The challenge seeks to explore new formulas supported by technology to improve not only the collection and distribution of information, but also citizen participation in waste management; to improve explainability as a resource to encourage the involvement of the population, especially in the face of the arrival of new waste management systems and fractions.

We look for solutions that meet at least one of these objectives:

• Facilitate the separation, recycling and deposit of waste in the container.
• Improve the level of sorting with which waste arrives at the treatment plant.
• Improve the public’s current perception of waste management.
• To have more and better information available in the City Council’s teams on the habits of waste generation by the public.
• To be able to manage, in an agile way, the information related to waste in order to facilitate decision making in the City Council.

Pilot paid with a maximum of 15,000 euros, to be developed in a time limit of 4 months, with the City Council of Fuenlabrada. The pilot may cover all or part of the objectives set out in this challenge, depending on the type of solution.