The Junta de Extremadura has decided to bet firmly on digitization, with the start-up of a new corporate website.
It is aimed at becoming the digital meeting point with all the services optimized and integrated so that the citizens of Extremadura can interact in a simpler, more agile and safer way with the administration. The project has been developed with the technology of Liferay Inc., supplier of the Digital Experience Platform (DXP) implemented in the cloud.
The regional administration provides public services in areas as relevant as education, the environment, employment, business, industry, energy transition, equality or urban planning. Before tackling this project, they started with the challenge of, in the words of Ignacio Garcia Peredogeneral secretary of digital administration of the Junta, “achieve a real digital transformation that would increase the quality of the public services we offered. All this through a new portal that would be a reflection of what we also want to transmit as an entity, that is, accessibility, closeness, agility and support. A friendly entity that assists and responds to the needs of its citizens in the new digital framework in which we find ourselves”.
To face this set of challenges, the Board relied on the liferay technologywhich was already present in its IT ecosystem through the content manager. “We knew the technology and were satisfied with how it worked, but above all, we selected Liferay DXP because it provided a flexible and scalable solution that was perfectly suited to the transformation challenges we wanted to address”highlights García Peredo.
The project was based on the philosophy of building an IT environment of collaborative digital government to design and implement direct relationships between citizens and the Junta de Extremadura, surpassing administrative structures, which required a transversal organizational, functional and technological approach. That is, not only to try to provide a better service to citizens by facilitating the exercise of their rights and compliance with their obligations, but also to have an impact on the internal management of information, implementing a flow to create content and redesign administrative procedures and services to offer uniform experiences.
One of the main pillars on which the implementation has been based is the unification of institutional portals, with a single point of entry for information, procedures and services. “We wanted to be more efficient and accessible, responding to the real needs of citizens, so the essential point of the project in its development was to ensure that all our channels were integrated and offered the same satisfactory experience in the shortest possible time.”
Quality services that meet current demands
Through http://www.juntaex.es, the Junta de Extremadura now has a corporate web portal that offers a unified, accessible image, easy navigation, structured content, uniformity, security and guarantee in compliance with regulations and standards. “A resolute, modern and functional portal from which users are served, advised and redirected to accompany them in carrying out any type of procedure, achieving a better flow of connection and engagement between employees, citizens and companies”, underlines García Peredo.
The portal is part of the “Tuatención” project of the Junta de Extremadura, which represents a new omnichannel management model for citizen service consisting of being able to offer the same response to any demand or concern, through different channels (internet, email, networks social, chat, telephone and/or face-to-face) and at the same time offer a simplified and personalized experience.
Taken together, the sum of initiatives undertaken within the new omnichannel public information and assistance service for citizens of the Junta entails the following benefits:
- People have all the information and experience by different cannals.
- All channels are included in a common catalog of services.
- The information is expressed in a plain languagestructured, classified by topics and types of content.
- Public employees have been provided with tools to guarantee traceability in interactions with citizens.
- Administrative duplications have been eliminated and a more efficient management of citizen services has been promoted among all administrative areas.
The new portal www.juntaex.es stands out for its design and capabilities developed on Liferay’s DXP platform, to assist and facilitate access to information or services, responding to the needs identified by users during the construction phase of the project. The general search engine and the specialized ones are significant, in the respective sections such as Procedures, Directory, News, the prioritization of the types of content related to procedures and services or the uniformity in their image. Likewise, users through a private area have the opportunity to enable a “Special for you” section in which they can find exclusively what they have previously identified as being of interest. In this way, the portal emphasizes the values of collaboration and personalized assistance that the Junta de Extremadura proposes to offer to people in their digital transformation process.
