Page 142 - Reference framework for integrated management of an SSC - A U4SSC deliverable on city platforms

A city must make a process diagram of its ICT service; although each city is different, the next flow
of macro processes of an ICT service can serve in a majority of cities.

Figure 42: ICT macro-processes

STRATEGIC ITC GOVERNANCE MANAGEMENT INNOVATION IMPROVEMENT STRATEGIC
RELATIONAL
GROUPS

OTHER PUBLIC ADMINISTRATIONS CITIZENSHIP, CITY COUNCIL STAFF, MUNICIPAL SERVICES KEY DIGITAL CITIZEN ASSISTANCE MODERNIZATION ICT ARCHITECTURE OTHER PUBLIC ADMINISTRATIONS CITIZENSHIP, CITY COUNCIL STAFF, MUNICIPAL SERVICES
SERVICES
TECHNICAL

ELECTRONIC OFFICE
COMMON
CITY APP
CONSULTANCY
COMPONENTS
WORKSTATION
CITIZEN ATTENTION
APPLICATIONS
FRAMEWORK
APP
APPLICATIONS
DEVELOPMENT
DEVELOPMENT
PARTICIPATION
PORTAL
SUPPORT OPERATION COMMUNICATIONS CONTINGENCY FORMATION SUPPORT
SECURITY -
CONNECTIVITY -
SUPPORT -
This diagram identifies the main actors that are the origin and destination of the ICT services
offered, and we can structure them into: citizenship, City Council staff, municipal services and other
administrations.

There are several processes that can be considered transversal, supporting the provision of the
key services of the ICT unit, which are the following:

• Support and operation of all information systems and ICT support infrastructures of the city.
• Connectivity and communications with a vocation for full coverage in buildings and in public
spaces. A basic process to offer inclusive and homogeneous digital services throughout the
territory.

• Training, taking into particular account the management of the change that the introduction of
ICT produces within the organization and citizenship, which requires continuous training.

In the key processes section, processes related to the alignment of ICT as support to the business
are identified, as well as other processes related to the efficiency in the provision of such services.
Thus, we can identify, in a generic way:

• Digital citizenship: Understood in a broad sense as the set of ICT services that are provided
directly to citizens, companies and services of the organization. Among them, as a minimum,

128 Reference framework for integrated management of an SSC | June 2023