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360 Office Model

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Spain

Policy areas

Central & local administrationDigitalisatione-GovernmentGovernanceResearch, innovation and digital economy

Organisation name Madrid Digital Agency

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Contact person: Elena Liria Fernández

cd_madriddigital@madrid.org

To resolve administrative matters with the Madrid Public Administration, both citizens and civil servants must meet in public offices face to face. This requires them to spend a lot of time to get to the office, even more so since mobility facilities are not always efficient. This scenario does not seem to match with citizens’ lifestyle nowadays based on an increasingly digital society, and the Covid-19 crisis accelerated the development of an innovative solution.

In the framework of the Region Reactivation Plan, in 2020 the Madrid Administration Government proposed several measures among which it is worth mentioning the following:

  • a multichannel appointment request service to carry out administrative formalities;
  • the option of video attendance to deal with the administration;
  • a contactless appointment manager app.

As a result of these initiatives, the 360 Office Model was born to transform the citizen attendance model into more agile, innovative and up-to-date Digital Public Attendance Services. In this regard, the 360 Office Model pursues:

  • an offer of a safer, more flexible and delocalised interaction between administration and citizens;
  • encouragement in the use of digital media by citizens via mobile devices;
  • optimisation of appointment schedules by public service offices;
  • facilitation of attendance for citizens with mobility disabilities;
  • improvement of citizens’ perception of the service provided by the administration.

The Recovery and Resilience Facility, which the Regional Government implemented to lessen the Covid-19 pandemic effects, covers the project 360 Office Model, because it represents a key element of the improvement and digitisation of public services offered by the Madrid Public Administration.

The sustainability of the 360 Office Model is also guaranteed through the public budget and financial resources of the Madrid Public Administration itself, which has allocated funds for the next few years, from launching to consolidation of the project.

The plan established by the Regional Government aims to extend the model to most of the office network in the region. To guarantee durability, maturity and continuous improvement, the Madrid Public Administration incorporates these public offices as part of the service catalogue that it develops, to reinforce future funds in the planning budget.

The successful implementation of the 360 Office model implies a progressive scheme of launching offices, following a roll-out plan that started in June 2020 and will be continuing until December 2022.

Additionally, the project plans to progressively implement both innovative and disruptive elements in such a way that it allows quantitative and qualitative analysis of results after each office launch, which will promote the continuous improvement of the model by incorporating lessons learnt.

Thanks to the creation of the 360 Office Model, the Madrid Public Administration could become one of the first regions in Spain that develops this type of public digital service for its citizens. The dynamic open design and processes of the model make it possible for other regions in Spain but also any other country in the EU to successfully and easily replicate it. This means that citizens do not need to leave their homes to attend public administration appointments.

Moreover, the scope of the model covers all areas that have service offices for citizens, so it can be implemented in all of them: employment, economy education, transport and mobility, etc.

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