Moving forward to custom and proactive services
(citizen centric)
1
Miquel Estapé Miquel Estapé. November 2020

Catalonia
• Region of Spain
• 7.5 M inhabitants
• +1,000 public
authorities and
agencies
Miquel Estapé
+
• +25 years in Government
• Mayor of la Roca del Valles
• VP Gov Digital Innovation. ACGP
• Strategy & Innovation. Open
Government of Catalonia Consortium

Do Governments design e-Services for Lisa or Homer?

A new
generation of
Digital Native
users
They demand e-Services:
- First-Mobile
- Cross-cutting
- Customized
- Proactive

Why is it so
hard to
transform
Governments?

A Citizen-Centric
Government is
possible
(but very tough)
Some good
practices

Dashboard All procedures
& notifications
Cross-Gov view
MyGOVMyGov cross-Gov view (Catalonia)
Who has accessed
my data
Connections
using my ID

Dubai
Now APP
Access to 120
government &
private services

Kol-Zchut
A ‘Wikipedia’ of
Israeli Social Rights
NGO initiative

MyBenefits (New York State)

Specify your
personal
conditions
Cross-Gov view
MyGOVMyGov Social (Catalonia)
Customized
social benefits
you are
entitled to
Cross-Gov view

Tax relief
automatically
granted
(UK, USA,
Singapore,
Spain, etc)

1 Click Apply: School Lunch Benefit (Catalonia)

Moments of Live (Singapore)

This crisis is an
unprecedented
opportunity to
redesign how
Government
works
Miquel Estape
miquel.estape@gmail.com