Executive Summary October 26th.
Executive Summary – October 26th
Motorola’s Digital Cities Ranking in Latin America - Phase 2: Public Administration + Citizens + Companies
Table of Contents EXECUTIVE SUMMARY .................................................................................................................................................. 4 Purpose ......................................................................................................................................................................... 4 Background ................................................................................................................................................................... 4 Phase 1 Results ............................................................................................................................................................. 4 Phase 2 .......................................................................................................................................................................... 5 Purpose ......................................................................................................................................................................... 5 Methodology ................................................................................................................................................................ 5 Assessment Model ........................................................................................................................................................ 6 Weighting ..................................................................................................................................................................... 7 Assessment ................................................................................................................................................................... 8 Motorola’s Digital Cities Index ...................................................................................................................................... 8 Motorola’s Digital Cities Ranking .................................................................................................................................. 9 Some features of the three most digital Latin American cities. ................................................................................. 11 São Paulo, Brazil.......................................................................................................................................................... 11 Chihuahua, Mexico ..................................................................................................................................................... 13 Mérida, Mexico ........................................................................................................................................................... 15 4.
San Luis – Argentina: .......................................................................................................................................... 17
5.
Guadalajara – México ......................................................................................................................................... 17
6.
Florida – Uruguay ............................................................................................................................................... 17
7.
Santiago – Chile .................................................................................................................................................. 18
8.
Bogotá – Colombia.............................................................................................................................................. 18
9.
Chacao – Caracas – Venezuela ........................................................................................................................... 18
10.
Las Condes – Chile .......................................................................................................................................... 19
11.
Los Olivos – Perú ............................................................................................................................................. 19
12.
Salvador – Brazil .............................................................................................................................................. 19
13.
San Joaquín‐ Chile ........................................................................................................................................... 19
14.
Medellin – Colombia ....................................................................................................................................... 20
15.
Ciudad Autónoma de Buenos Aires – Argentina ............................................................................................ 20
16.
Tuxtla – México ............................................................................................................................................... 20
17.
Viña del Mar – Chile ........................................................................................................................................ 20
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Executive Summary – October 26th
Motorola’s Digital Cities Ranking in Latin America - Phase 2: Public Administration + Citizens + Companies
18.
Boca del Río – México ..................................................................................................................................... 20
19.
Marcos Paz – Argentina .................................................................................................................................. 21
20.
Callao – Perú ................................................................................................................................................... 21
21.
San Nicolas de los Garza – México ................................................................................................................. 22
22.
San Pedro Garza Garcia – México ................................................................................................................... 22
23.
Puerto Montt – Chile ...................................................................................................................................... 22
24.
La Serena – Chile ............................................................................................................................................. 23
25.
Valencia ‐ Venezuela ....................................................................................................................................... 23
Conclusion .................................................................................................................................................................. 24 Technical File .............................................................................................................................................................. 25
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Executive Summary – October 26th
Motorola’s Digital Cities Ranking in Latin America - Phase 2: Public Administration + Citizens + Companies
EXECUTIVE SUMMARY Purpose This research project intends to assess Latin American cities’ digitalization level.
Background The study was split into two phases. The first one was carried out between October 2008 and February 2009 and aimed at measuring Public Administration digitalization levels. Phase 1 included 150 cities from 15 Latin American countries. The results derived from this phase classified the cities into: Leading, Advanced, Intermediate, and Initial Digital Cities. The 25 most digitalized (leading) cities were invited to the second phase, aimed at identifying the most digitalized Latin American city. Even though there is no standard definition on what a Digital City is, for the purposes of this project, ”Digital City” shall be understood as the city where Public Administration, Individuals, and Companies make intensive use of TICs when exercising their rights, responsibilities, and daily life activities. The first phase included 150 cities from 15 Latin American countries: Argentina, Bolivia, Brazil, Chile, Colombia, Ecuador, Paraguay, Peru, Uruguay, and Venezuela in South America; and Costa Rica, Guatemala, Panama, Nicaragua in Central America, and Mexico. These cities represent about 11% of the population of the countries under study. The cities were included through open and voluntary call.
Phase 1 Results The 25 most digitalized (leading) cities in terms of Public Administration are the following: Buenos Aires, Marcos Paz, and San Luis in Argentina; Salvador and São Paulo in Brazil; Las Condes, La Serena, Puerto Montt, San Joaquín, Santiago, and Viña del Mar in Chile; Bogotá and Medellin in Colombia; Boca del Río, Chihuahua, Guadalajara, Mérida, San Nicolás de los Garza, San Pedro Garza Garcia, and Tuxtla in Mexico; Callao and Los Olivos in Peru; Chacao and Valencia in Venezuela, and Florida in Uruguay.
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Executive Summary – October 26th
Motorola’s Digital Cities Ranking in Latin America - Phase 2: Public Administration + Citizens + Companies
Phase 2 Purpose Analyze the digitalization levels of Citizens, Companies, and Public Administration based on the creation of a model: the latter will enable to set an index aimed at identifying the most digitalized Latin American city.
Methodology1 The second phase entailed the extension of all analyzed Public Administration indicators through a semi structured digital questionnaire and telephone surveys carried out by telecom analysts. The questionnaire included 115 questions -75 indicators- and was addressed to IT executives and e-governments at municipalities. All municipal websites were analyzed and ranked using structured observation as methodology. The 78 aspects which represent 46 indicators were taken into account to examine websites (a total of 1.950 observations). A usability software2 was also needed to complete the assessment of all the sites involved. Telephone surveys included a semi structured questionnaire made up of 19 questions (45 indicators) addressed to Citizens and 18 questions (35 Indicators) addressed to Companies. The overall process included over 6.300 surveys (Public Administration, Citizens, and Companies). The field study was conducted between June and August 2009.
1 2
For further information see Technical File at the end of this document. TAW (Web Accessibility Test) Software based on W3C (World Wide Web Consortium) standards.
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Executive Summary – October 26th
Motorola’s Digital Cities Ranking in Latin America - Phase 2: Public Administration + Citizens + Companies
Assessment Model The Digital Cities Model analyzes the following 3 scopes, allowing for the setting of over 200 indicators surveyed for each city. 1. Actors: citizens, companies, and Public Administration. 2. Components: The following aspects are surveyed per actor: a.
Infrastructure,
b.
Services,
c.
e-binding,
d. Commitment to digital gap reduction. 3. Relating Degree: sets the various relational types using TICs, established among the different actors studied3.
Digital Cities Model
* Please note that Usability and Transparency are only considered for Public Administration
CITIZENS
COMPANIES
Participation Transaction Interaction Transparency Information Usability Presence
PUBLIC ADMINISTRATION
Components
Actors
3
“Relational degree” and related presence, usability, information, interaction, transaction, participation, and transparency classifications have made use of the theoretical framework proposed by José Estéves, including the modifications, reinterpretations, and scopes developed by Convergencia Research. José Estéves’ model developed throughout research study "Análisis del desarrollo del Gobierno electrónico municipal en España“– Instituto de Empresa (IE) Working Paper. Spain 2005.
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Executive Summary – October 26th
Motorola’s Digital Cities Ranking in Latin America - Phase 2: Public Administration + Citizens + Companies
This analysis model unifies all the variables surveyed in a single “Motorola’s Digital Cities Rate” value. The results derived from the surveys conducted comprise 90% of the rate, whereas the remaining 10% results from analyzing each city’s Web page. Each one of these scopes was weighted to set its relative weight in the model.
Weighting Within the Actors scope, 45% of the score corresponds to Public Administration; 30% to Citizens, and 25% to Companies. Components
Actors
10%
25%
10%
35% 45%
30%
45%
Infraestructure
Services
e-binding
Commitment / Gap
Public Administration
Citizens
Companies
Within the Components scope, 45% of the score corresponds to Services, followed by Infrastructure (35%), and lastly, e-Binding and Commitment/Gap components (10% each). Services, Infrastructure, e-Binding and Commitment/Gap represent each one a specific set of indicators. For the Relational Degree scope, the criterion used was based on the complexity of certain levels, starting from presence and usability, as the first steps, up to participation, as the most advanced relational degree. The resulting weighting is the following: 8% presence, 8% usability, 20% information, 20% transparency, 16% interaction, 20% transaction, and 8% participation. Please note that usability and transparency are only considered for Public Administration.
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Executive Summary – October 26th
Motorola’s Digital Cities Ranking in Latin America - Phase 2: Public Administration + Citizens + Companies
Participation Transaction
8% 20% 16%
Interaction
20%
Transparency Information
20% 8%
Usability Presence
8%
Assessment In order to define the Ideal Digital City, each type of relation is valued, actors are combined, and each component item is weighted. Within this model, an indicator can affect one or more of the considered scopes (Actors, Components, Relating Degree).
Motorola’s Digital Cities Index This value represents the current level and the commitment to city digitalization enhancement. The value varies between 0 and 100. “100” represents the Ideal Digital City and is the goal set to achieve. The Ideal Digital City is a concept that evolves with digital culture, adoption of best practices, and availability of technologies at all times.
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Executive Summary – October 26th
Motorola’s Digital Cities Ranking in Latin America - Phase 2: Public Administration + Citizens + Companies
Motorola’s Digital Cities Ranking According to the rate results: São Paulo is the most digital Latin American city, with a score of 52.3/100 points. Mérida and Chihuahua in Mexico hold the second position, with 51 points. San Luis in Argentina ranks fourth with 50.7 points.
POSITION
1 2-2 2-3 4 5 6 7 8 9 10 11 12 13 14 15 16-16 16-17 18 19 20 21 22 23 24 25
CITY
COUNTRY
São Paulo Chihuahua Mérida San Luis Guadalajara Florida Santiago Bogotá Chacao - Caracas Las Condes Los Olivos Salvador San Joaquin Medellín Ciudad Aut. Buenos Aires Tuxtla Viña del Mar Boca del Río Marcos Paz Callao San Nicolás de los Garza San Pedro Garza García Puerto Montt La Serena Valencia
Brazil Mexico Mexico Argentina Mexico Uruguay Chile Colombia Venezuela Chile Peru Brazil Chile Colombia Argentina Mexico Chile Mexico Argentina Peru Mexico Mexico Chile Chile Venezuela
Motorola Digital Cities Index 2009 Global 52,3 51,0 51,0 50,7 50,3 49,6 49,2 49,0 48,2 45,9 45,4 45,3 45,2 45,1 44,9 44,8 44,8 44,6 43,9 43,2 42,9 42,7 42,5 33,0 26,9
Source: Convergencia Research
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Executive Summary – October 26th
Motorola’s Digital Cities Ranking in Latin America - Phase 2: Public Administration + Citizens + Companies
Clarification: Two selected cities did not respond to Digital Cities Ranking Public Administration Surveys – Second Phase: As regards the Chilean city of La Serena, the only information received from the Municipal Corporation was that related to Health and Education. Security-related data was homologated based on information obtained from Chilean Police Force (Carabineros Chile), as it is a national system. As far as Public Administration is concerned, the data used was that obtained from the Ranking’s Phase 1 and public information derived from 2008 municipal TICs surveys belonging to the Chilean Municipal Information System. The Venezuelan city of Valencia did not show any interest in participating in the second phase, as the Administration in charge this year differs from the one that took part in the First Phase.
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Executive Summary – October 26th
Motorola’s Digital Cities Ranking in Latin America - Phase 2: Public Administration + Citizens + Companies
Some features of the three most digital Latin American cities. 1. São Paulo, Brazil São Paulo leads Motorola’s Ranking for the homogeneity of the score obtained in the analysis. The city stands out for Services and Commitment to Gap reduction: in the first case, e-government, Telehealth and Telesecurity. Through its Web portal, São Paulo offers its citizens a series of services (its higher levels are mainly Information, Interaction, Transaction, and Transparency). Every municipal hospital and initial, primary and secondary education school features broadband Internet connectivity through São Paulo Town Council (Prefeitura de San Pablo) MAN network. The inclusion-oriented social and digital gap reduction policies also differentiate this city from the rest. For instance, 300 telecentres offering free Internet access and training for residents with no other alternative have been deployed. These centers assist 1.5 million people per year. These telecentres are located in neighborhoods with high poverty rates. There are also telecentres dedicated to the disabled. The digital inclusion policy included the financing of computing equipment for 3,000 citizens during the first half of 2009. São Paulo companies use the municipal website mainly to search information on procedures (49%) and to download and fill in forms (41%). The administration is contacted mainly for searching municipal procedures-related data (23%), tax payment (18%), and downloading and filling in forms (12%). Some other reasons why citizens contact the Public Administration include search for information on municipal health institutions (26%); municipal training and courses (35%); online library queries (15%); safety (20%), and criminal records (18%). 9% of individuals has called the emergency number at least once during the last year. Citizens believe that it would be positive for São Paulo if it featured special places offering free Internet access (43%) and the possibility to conduct more online Public Administration-related procedures (22.6%).
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Executive Summary – October 26th
Motorola’s Digital Cities Ranking in Latin America - Phase 2: Public Administration + Citizens + Companies
Actors São Paulo - Brazil
Public Administration 70 60 50 40 30 20 10 0
Companies
Citizens
São Paulo
Avergage 25 Cities
Infrastructure Components Sao Paulo- Brazil
60 50 40 30
Verification of Websites
Services
20 10 0
Commitment-Gap
e-Binding
San Pablo
Average 25 Cities
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Executive Summary – October 26th
Motorola’s Digital Cities Ranking in Latin America - Phase 2: Public Administration + Citizens + Companies
2. Chihuahua, Mexico Chihuahua stands out for its Infrastructure and Services components: in the latter, e-government and Telesecurity must be pointed out. Chihuahua features one of the highest safety development rates of all the cities surveyed, having obtained international certifications, and offers a network especially designed for citizenship safety optimization by Public Administration, complemented with alarm systems, video surveillance, and mobility support for safety personnel in companies. All municipality’s buildings are connected to the MAN network configured with a single Internet access through a logical and physical diversity connection point to two independent telecommunications operators. The network makes use of wireless technologies and optical fiber, covering 150 Km² concentrating 95% of the population. The municipality has deployed more than 10 telecentres –called CLICs- providing training courses on TICs, mainly attended by women and the elderly. The citizen-oriented services include a Citizens Care Center. The information obtained from this center is used to enhance “response to claims” levels and redefine policies and roadmaps. In Chihuahua, 61.3% of companies search information on municipal procedures and 43.8% downloads and fills in procedural forms. 52.5% of companies are satisfied with the execution of procedures through the municipal website. The most common reason driving citizens to digitally relate to the municipality is the search for information on municipal procedures (18%), followed by the download and filling of forms (16%), and tax and fine payment (8%).
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Executive Summary – October 26th
Motorola’s Digital Cities Ranking in Latin America - Phase 2: Public Administration + Citizens + Companies
Actors Chihuahua - Mexico
Public Administration 70 60 50 40 30 20 10 0
Companies
Citizens
Chihuahua
Avergage 25 Cities
Infrastructure Components
60
Chihuahua - Mexico
50 40 30
Verification of Websites
Services
20 10 0
Commitment-Gap
e-Binding
Chihuahua
Average 25 Cities
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Executive Summary – October 26th
Motorola’s Digital Cities Ranking in Latin America - Phase 2: Public Administration + Citizens + Companies
3. Mérida, Mexico Mérida ranks third in the General Digital Cities Ranking, getting a score almost identical to the one obtained by the city of Chihuahua, which occupies the second position. Mérida’s most outstanding digitalization aspects are related to Public Administration (ranked second), and components Services (ranked first), and Commitment/Gap (ranked fourth). The wireless, copper, and fiber MAN network connects 86% of municipal buildings. It has also made good progress on the use of connectivity for employees conducting their tasks outdoors, providing municipal inspectors with premises including smart devices enabling online data updates and real-time registration in the Comprehensive Urban Development System. The city of Mérida makes intensive use of government management applications focused on those enabling transactions. Transparency of public accounts is a significant aspect of its website, as information is updated on a daily basis, including cash balances and daily funds movements. It offers advanced Web-based services; for instance, followup of municipal procedures with notifications via SMS for users, and the possibility to chat to assistance officers. During this last year, almost 20% of citizens have carried out some transaction with the municipality via Internet. The most demanded transaction is search for information on municipal procedures (27%), followed by the download of forms (20%), and municipal tax payment (10%). Citizens that use Internet for conducting procedures have a positive image of this tool. 81% considers that it is easy to use and time-saving, whereas 19% believes that even though it is time-saving, it is still hard to use. Almost 40% of companies use Internet to interact with Public Administration. The Web is most frequently used to search information on municipal procedures (44.4%) and interact through the download and filling of forms (42%). A similar proportion pays taxes and submits statements on Internet.
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Executive Summary – October 26th
Motorola’s Digital Cities Ranking in Latin America - Phase 2: Public Administration + Citizens + Companies
Actors Mérida - Mexico
Public Administration 70 60 50 40 30 20 10 0
Companies
Citizens
Mérida
Avergage 25 Cities
Infrastructure Components Mérida - Mexico
60 50 40 30
Verification of Websites
Services
20 10 0
Commitment-Gap
e-Binding
Mérida
Average 25 Cities
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Executive Summary – October 26th
Motorola’s Digital Cities Ranking in Latin America - Phase 2: Public Administration + Citizens + Companies
Some Highlights by City These descriptions partially summarize the outstanding aspects of each city.
4. San Luis – Argentina San Luis ranks fourth in the General Ranking, occupies the first position within the category comprising cities with 100,000 – 500,000 citizens, and also leads the Gap Commitment Ranking. In this regard, the city stands out due to the availability of free wireless connectivity and laptops for students, as well as computers funding policies aimed at achieving a greater devices penetration, therefore increasing the use of TICs.
5. Guadalajara – México Guadalajara ranks fifth in the General Ranking and occupies the first position in e-binding, Web page, and Teleeducation. The e-binding component evaluates the use of technology in profitable and socio-cultural tasks. Public Administration Actor's e-binding component stands out due to the use of electronic transactions for municipal financial operations (90% of operations); the inclusion of internal knowledge management tools, such as Virtual Communities Systems and Electronic Exchange Space using blog-based tools to exchange information on public works, municipal services, social communication, culture and education among the different areas; as well as the use of 2.0 tools as a citizen participation space via the Mayor’s City Blog.
6. Florida – Uruguay Florida takes us by surprise by positioning itself as the Latin America’s most digital Public Administration. The main factors determining so are e-government and commitment to digital gap reduction. Within Florida’s e-government development, the city stands out for its fully digital electronic file with digital signature complying with all related applicable regulations. The said file may be queried with the respective register/license plate number and includes automobiles and real estate, etc. Once the debt is known, the respective invoice may be printed or paid for online through the bank. The online form enables users to start any procedure on the Internet. The system returns the respective number according to the protocol and is electronically sent to the executing unit’s work tray. The voice response system allows for any kind of information 24 hours a day. Complaints are also enabled. The voice engine used reads among the various applications or records and converts them into voice files. All the files are electronic files, thus eliminating the need for paper.
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Executive Summary – October 26th
Motorola’s Digital Cities Ranking in Latin America - Phase 2: Public Administration + Citizens + Companies
As regards Gap Commitment, free wireless networks have been deployed within a model with third parties and telecentres policies with digital literacy courses and devices funding through a National Plan (Plan Ceibal, ANEP, BROU).
7. Santiago – Chile The city of Santiago ranks first in the Citizens Ranking, which means that these citizens are the most digital citizens in the region. Citizens’ evaluation includes infrastructure and equipment, as well as the use of technology for interacting with companies and public administration. The city ranks second in the infrastructure ranking (including the infrastructure for each one of the actors). Santiago is the city with the greatest PC penetration (83.6%) and Internet penetration and access (68%) of all the cities surveyed. It also features the highest daily Internet connection rate (61%). And 53% of its citizens have interacted with public administration during the last year. This city ranks third in the Websites ranking.
8. Bogotá – Colombia Bogotá ranks in the eight position and stands out for the digitalization of its companies, which are placed in the ranking`s fourth place. They must be pointed out due to e-binding and services, as well as Telecommuting, electronic transactions and online training. As regards the analysis of components, e-binding stands out among all its actors. In the case of Public Administration e-binding, it must be noticed that 98% of financial movement within the municipality is made by electronic means. Also, a Hiring Face-to-Face system is used to receive nominations. As far as Tele-education is concerned, Bogotá ranks fourth because 100% of educational institutions in the district have a broadband connection and rooms with computers. When using Internet to interact with the Public Administration, citizens mainly search for information on training (45% of all cases). Also, the webpage has abundant information on content related to culture and education.
9. Chacao – Caracas – Venezuela Chacao stands out for e-binding, Tele-education and Culture, and Telesecurity. As regards Telesecurity, 50% of companies feature video surveillance systems and public safety forces are connected through a Tetra System ensuring secure voice and data transmission.
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Executive Summary – October 26th
Motorola’s Digital Cities Ranking in Latin America - Phase 2: Public Administration + Citizens + Companies
10. Las Condes – Chile Las Condes ranks first in the infrastructure ranking, which means that all companies, citizens, and Public Administration within the city enjoy the highest access levels in terms of devices and communication services. This satisfactory infrastructure condition is shared with all other cities in Santiago’s Metropolitan Region. Companies located in this area are the most digital companies in the region, which means that they feature a good infrastructure and make intensive use of technology binding for both conducting business operations and interacting with Public Administration.
11. Los Olivos – Perú In Los Olivos, Public Administration, citizens, and companies feature intermediate digitalization levels. The Services Component leads the “per Component” analysis. “Services” includes e-government, where the city has made significant progress, ranking sixth. It has also progressed in the inclusion of mobility for municipal operations, providing urbanization workers with PDAs for land registry and inspection tasks. As regards e-binding, the city stands out for the use of telecommuting in Public Administration. The SimiWeb system enables workers to get connected from any Internet access to comply with certain requirements, make modifications, and execute other tasks. About 203 workers conduct tasks via telecommuting. The town council stated that there have been multiple successful experiences via this work modality. It is worth mentioning that, in all remaining cities, telecommuting is exercised by a small number of workers, mainly related to the computing area.
12. Salvador – Brazil Salvador’s digitalization level is similar to the mean value of the 25 leading cities. The city ranks twelfth in the general ranking and stands out for the digitalization level of its citizens (occupying the fourth position in this regard), infrastructure (ranking sixth), and Telehealth (ranking ninth). The city’s website stands out for its transaction levels (4th position).
13. San Joaquín- Chile San Joaquín, along with all other cities in Santiago’s Metropolitan Region, stands out for communication services infrastructure and devices penetration in cities, companies, and public administration. It also achieves high citizen digitalization levels (ranking second in this regard). The citizen digitalization level is a set of aspects including access to services, the devices through which the citizen gets connected, and the use of technology to interact with Public Administration and for social, business, and educational purposes.
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Executive Summary – October 26th
Motorola’s Digital Cities Ranking in Latin America - Phase 2: Public Administration + Citizens + Companies
14. Medellin – Colombia Medellin ranks fourth in the Websites ranking. It stands out for Services (ranking ninth) and e-binding (ranking eighth). The city’s Public Administration leads the “per Actor” analysis, which also unveils the need for enhancing the adoption of technology by citizens. Medellin also ranks ninth in gap reduction. In this regard, the city stands out for the Aulas Abiertas (Open Classrooms) project, which makes computing rooms in schools available to the entire community and has enabled 200,000 people to be trained within 3 months.
15. Ciudad Autónoma de Buenos Aires – Argentina Buenos Aires ranks fifteenth in the global ranking. The city stands out for its companies’ digitalization levels (ranking sixth in this regard) and e-binding (ranking fifth), which means that citizens, companies, and public administration make intensive use of technology for interaction purposes. The city’s website achieved the first positions in presence levels, information, interaction and transaction. It is also highly-ranked in terms of citizen-Public Administration interaction, as 23% of citizens have carried out actions such as downloading and filling in procedural forms.
16. Tuxtla – México The city of Tuxtla stands out for its website, which shares the first position in the Websites ranking with the Mexican City of Guadalajara. It is also highly-ranked in transparency, interaction and participation relational degrees. Tuxtla obtained average rates in Services due to Telesecurity, Telehealth and e-Government.
17. Viña del Mar – Chile Viña del Mar stands out for its citizens’ digitalization level, ranking fifth in this regard. The city’s website and Telehealth services (ranking sixth and eighth respectively) lead the “per component” analysis. As regards Telehealth, the city has deployed Public Hospitals´ derivation systems, centralized accounting and administrative management systems, online medical history on the intranet of health centers, Private Tender Procurement Management, and systems for Laboratory and Pharmacy areas.
18. Boca del Río – México Boca del Río stands out for its Public Administration e-government component (ranking sixth in this regard) and has made significant progress. Ongoing projects such as covering 80% of the city with a wireless network and gap reduction deployments speak of a growing digitalization process. As regards gap reduction, Boca del Río stands
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Motorola’s Digital Cities Ranking in Latin America - Phase 2: Public Administration + Citizens + Companies
out for making a free wireless network (Plaza Cívica) available to all its citizens, enabling users to surf the Web without time restrictions and at high speeds, showing high satisfaction levels in this regard.
Citizens and
Companies need to enhance their digitalization levels.
19. Marcos Paz – Argentina As regards Administration, the city of Marcos Paz is engaged in a comprehensive Digital City project introducing significant innovations, but, as far as the Actors component is concerned, it still needs to enhance Citizens and Companies’ use of technology. The city stands out for the development achieved in the Telehealth area, ranking third in this regard. It is important to point put the ambulance service staff, equipped with PDA: the provision of these devices enables them to query the medical history of an injured patient in need of remote assistance. In addition, once the said record is queried, an alert is triggered on the helpdesk, administration, and hospital duty. If these records correspond to a child, the school the child attends is notified as well. A real-time system notifying the number of patients entering hospitals duties and an SMS system reminding patients of requested medical interviews have also been developed.
20. Callao – Perú Callao stands out for Gap Commitment, Tele-education, and culture. In Gap Commitment, the city features Free and Public Wireless Access managed by Callao Regional Government and town council. This access provides high speeds compared to other networks, offering between 512 kbps and 1 mega. Through its Regional Government, the city features a telecenter in areas with low financial resources, offering digital literacy and access. It has also deployed terminals funding plans for teachers through a bond issuance agreement. As regards Tele-education, Callao stands out for its Educational Portal aimed at teachers and students, enabling them to access a virtual library comprising 2500 items, virtual classrooms where students and teachers can get information on agenda, calendar, etc., and an e-learning platform for free and open courses aimed at the general public. The city has also made significant progress on Telesecurity: Callao’s digital government features video surveillance cameras covering the whole town and have allowed for 80% crime rate reduction. Patrol cars are equipped with GPS systems.
Convergencia Research - www.convergencialatina.com Venezuela 637 (C1095AAM) Buenos Aires, Argentina. Tel/fax: +5411 4345 3036 research@convergencialatina.com
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Executive Summary – October 26th
Motorola’s Digital Cities Ranking in Latin America - Phase 2: Public Administration + Citizens + Companies
21. San Nicolás de los Garza – México The city’s development on public administration makes it occupy the sixteenth position. It is vital to enhance the digitalization levels of citizens and companies, which showed low rates. The city stands out for Telesecurity. Its wireless security network ensures reliable communications all throughout the municipal area. The systems used by safety institutions include personal record database applications with fingerprints and the Geographical Information System (GIS) with related databases, among others. The emergency network is totally automated and centralized. Safety institutions feature 13 mobile offices equipped as police offices and built on the back of trucks. Each one of these offices is headed by the area’s Police Chief and monitors the area with outdoor cameras. Each portable radio features GPS to pinpoint officers. The project known as Colonias Blindadas (Armored Communities) interconnects the various municipal areas via wireless technology. It includes urban cameras, wireless Internet and panic buttons directly connected to the police station. The city has also deployed an Anonymous Reporting Page where citizens may upload photographs, video, and comments on reported incidents.
22. San Pedro Garza Garcia – México San Pedro Garza Garcia features high digitalization inclusion rates in companies (ranking tenth in this regard) and also in its website (ranking seventh). The city’s Citizen-oriented Services stand out for its Citizen Care System, a CRM that monitors the progress made on requests management, and the Online Payment and e-Auction Portal, where any citizen may participate as a provider for the city’s procurement processes. All budgetary executions are published on its website. As regards Telesecurity, the city ranks tenth and has deployed video surveillance systems through cameras spread all over the municipal territory. There is an automated mobile unit dispatch system. These units are equipped with GPS and their location is monitored from the emergency center. Radio and video-backed operations are coordinated as well. The city also features an OCR license plate recognition system installed in the various city entrances. It records the license plate of every vehicle entering and leaving the city in a database and triggers alerts upon detection of license plates corresponding to vehicles reported as stolen.
23. Puerto Montt – Chile This important port located in the southern part of Chile stands out for the digitalization level featured by citizens
Convergencia Research - www.convergencialatina.com Venezuela 637 (C1095AAM) Buenos Aires, Argentina. Tel/fax: +5411 4345 3036 research@convergencialatina.com
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Executive Summary – October 26th
Motorola’s Digital Cities Ranking in Latin America - Phase 2: Public Administration + Citizens + Companies
and companies (ranking third and ninth respectively). As regards infrastructure and considering all three actors, the city falls within the mean value of all the cities surveyed. As far as public administration and service development are concerned, it would be worth mentioning the residents’ social information consolidation system, aimed at achieving equal access to social benefits, and the Communal Information Registry system, where all social services rendered are recorded.
24. La Serena – Chile The city of La Serena stands out for its companies’ digitalization levels with 60.6 points, which makes it share the first position in the Companies Ranking with the city of Las Condes in Santiago’s Metropolitan Region. The city’s website features the highest usability level – an aspect assessed through a software component that analyzes, among other factors, the page’s ease of use. This city failed to complete the Public Administration questionnaire. That is why secondary sources and the data obtained during the first phase of the research study were used. The information included in these two annexes was submitted by the city’s health and education corporations and safety-related information was obtained from Chilean Police Force (Carabineros de Chile). It is this information bias what prevents us from analyzing the Public Administration Actor. This city was very likely to achieve an outstanding result.
25. Valencia - Venezuela Valencia Citizens and Companies’ digitalization levels are relatively low compared to the 25 leading cities. Public Administration decided not to participate in the second phase of the research study. This actor was assessed with the information obtained from the first phase and other secondary sources.
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Executive Summary – October 26th
Motorola’s Digital Cities Ranking in Latin America - Phase 2: Public Administration + Citizens + Companies
Conclusion The mean values obtained from the cities surveyed are around 54 points for Companies, 31 for Citizens, and 50 for Public Administration. The difference observed in the score obtained by Citizens
Actors
Mean values obtained
and Public Administration unveils that there are still pending tasks on training, simplifying, and including a significant percentage of citizens into digital tools utilization.
Public Administration Citizens Companies Global
49,8 31,5 54,4 45,3
As
regards
component-based
analysis,
Infrastructure
exceeds 50 points; however, even though it is the component with the highest score, the analysis of its comprising indicators shows that infrastructure levels
Source: Convergencia Research
regarding coverage, quality, and accessibility, need still be
Components
Mean values obtained
enhanced. It is to be assumed that with greater penetration levels, the generated network economies will drive the adoption of TICs and enlace the levels of all remaining
Infrastructure Services e-Binding Commitment/Gap Global
50,6 43,0 45,8 34,4 45,3
components. e-binding and Services are around 45 points and, lastly, Commitment/Gap with 34 points. As regards actors’ relational degree, the most frequent level
Source: Convergencia Research
is Information. This means that is still necessary to improve
the adoption of transactional applications such as e-commerce, collaboration tools among others that helps to improve productivity. In order to achieve the Ideal Digital City, this 25-city survey comes to the conclusion that, in Latin America, cities need to work on the aspects of inclusion (access and learning) and spreading of the use of TICs for the interaction between Public Administration, citizens, and companies, and the creation of a digital culture.
Convergencia Research - www.convergencialatina.com Venezuela 637 (C1095AAM) Buenos Aires, Argentina. Tel/fax: +5411 4345 3036 research@convergencialatina.com
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Executive Summary – October 26th
Motorola’s Digital Cities Ranking in Latin America - Phase 2: Public Administration + Citizens + Companies
Technical File METHODOLOGY Research Technique
Universe
Segmentation
Citizens Semi-structured telephone surveys, including open and close questions, conducted by means of the CATI system (Computer-Assisted Telephone Interviewing).
Companies Semi-structured telephone surveys, including open and close questions, conducted by means of the CATI system (Computer-Assisted Telephone Interviewing).
Public Administration Websites Customized interviews conducted by Estructured observation and experts in the field by means of a semiUsability Software structured and guided questionnnaire. via email or telephone.
People aged beween 14 and 60.
Companies with 10 or more employees, grouped by activity codes as specified by international statistical organizations.
Public Administration Officers, in charge of Telecommunications, Technology and Electronic Government.
Age:
Activity sector:
General Public Administration. Health. NA Safety. Education
Aged beween 14 and 19
Aged beween 20 and 30
Aged beween 31 and 45
Aged beween 46 and 60
Industry - Commerce and Services
Websites 25 cities
Gender:
Male
Female
Social -Economic Level: ABC1, C2, C3, D Sample Size
Total: 4500 / 180 cases per city
Total: 1720/ 80 and 40 cases according to Average of 5 officers per city. city population size
25
Sample error
180 cases 7,5%
80 cases 11.2%
Sample error pattern not applicable.
NA
40 cases. Sample error not applicable Reference value Duration
10 minutes
10 minutes
45 minutes
8 Hours per Website
Questions
19 questions
18 questions
115 questions
78 aspects + Software TAW based on W3C (World Wide Web Consortium) standards
Indicators
45
35
75
46
Convergencia Research - www.convergencialatina.com Venezuela 637 (C1095AAM) Buenos Aires, Argentina. Tel/fax: +5411 4345 3036 research@convergencialatina.com
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