Sub-challenges
- How can we collect feedback and recommendations from citizens on-site, in the offices, and on digital channels so that the Provincial Council of Bizkaia (Diputación Foral de Bizkaia, hereafter “DFB”) teams can make decisions regarding the service?
- How can we obtain and analyze information, automatically, regarding citizens’ usage of the Citizen Service Channels (what are they looking for?, how are they looking for it?, where are they looking for it?, etc.) without asking it directly?
- How can we analyze and visualize the information collected in a simple way to help the DFB teams with their internal decision-making?
Context
The General Directorate of Digitization and Citizen Attention of the Provincial Council of Bizkaia (DFB) coordinates the citizen attention service through its different channels: physical offices, telephone channels and the web page: (https://web.bizkaia.eus/en/citizen-attention). They offer help in managing procedures, services and information. Currently, the Citizen Attention Service is highly ranked according to the different satisfaction surveys carried out over the past year. However, there is still room to deepen and intensify the conversation with citizens in order to measure their satisfaction regarding the services provided and to better understand their needs. This will grant us the ability to proactively offer more suitable and personalized procedures and services. There are at least two opportunity areas where the application of new ideas and digital solutions could help the Citizen Service’s team: (i) take advantage of all points of contact with citizens - offices, by telephone or online - to obtain detailed data, at the moment in a direct and indirect way, regarding their experience and (ii) systematize ways to process, visualize and activate that information so that it impacts the continuous improvement of that service. Adding on to this, the administration needs to reflect over what data is actually needed and useful in order to make internal decisions regarding where and how will the Citizen Attention Service evolve.
Goals
We look for solutions that meet at least one of these objectives:
- Involve citizens in improving care and services provided.
- Deepen the conversation with citizens to better understand their needs regarding the Citizen Attention Service.
- Reflect on what data is needed and useful in order to make decisions about how and where will the Citizen Attention Service evolve.
What are we looking for?:
The following aspects will be assessed:
- A clear and relevant value proposition for the challenge.
- A technological solution with market traction.
- Not intrusive experiences for users and not generating an additional burden for the Citizen Service’s staff.
- Ease of adoption and implementation.
- Accessibility and simplicity: a solution suitable for people with different levels of digital knowledge.
- An Interoperable Solution.
Process and key dates
The deadline to receive the proposal’s response is: 30/11/22.
The selection process consists of 3 phases:
- 1.Short-listing of up to 5 candidate companies based on the relevance and fit of their solution with the challenge posed - December 2022.
- 2.An interview with the challenge team and the short-listing of 3 finalist companies - December 2022.
- 3.A presentation of the implementation proposal and selection of the winning company and solution - January 2023.
The pilot to implement the winning solution will start in February 2023 and will last for 5 months.
What will you have access to?
A paid pilot with a maximum of €15,000 euros.