These professionals evaluate and measure the virtual citizen service offices' users' satisfaction that public bodies make accessible through the Internet, as well as other procedures that have been implemented in order to facilitate an accessible, efficient and transparent connection between citizens and the public administration.

These experts identify the citizens' needs and demands in relation to the types of services and information that should be accessible through the Internet, as well as the degree of perceived quality and the relative importance they attach to public services offered. They must use the relevant techniques to assess these perceptions, design the appropriate procedures to consult these offices' users and analyse the results obtained, their significance and their validity.

They work in the Administration coordinating the implementation of e-Administration projects or in consulting companies dedicated to the design and implementation of e-Administration projects.

• Determine offices' users' needs and requirements:
  Identify the type and characteristics of the services that can be researched (on which users base their opinions about every service).
  Employ the most suitable consultation methods to identify all these areas.
  Identify interface characteristics that facilitate or hinder communications between the public body and users of online services.
• Design the procedure for evaluating client satisfaction, which involves selecting the consultation process (or for obtaining information) and determining the reliability, internal coherence and validity of these measures.
• Design the support of the inquiry.
  Determine the questions that users should formulate, determine the response formats and measure scales, and design the questionnaire of satisfaction of services users.
  Analyse and interpret results of the enquiry.
• Present these results.
  Create spreadsheets, charts or other graphical depictions that let users' evaluations be identified with respect to the services in question and the requirements or expectations that they express.
  Draw up a report representing these results for the client¿s organisation.
• According to the evaluation obtained from public bodies, they encourage innovation in the field of public management in terms of processes, products, services and organizational structures.
• Evaluate the need to launch new electronic services such as the telematization of the relationship channels between the Administration, citizens and companies or the increase in the offer of online services, and manage its development.
• Support the development of projects that may be related to the automation of administrative management, both internally and in relation to citizens and companies; the exchange of information between administrations; the improvement of communication between citizens and the Administration; or the increase of interoperability between the different levels of the Administration to evolve towards a model of network administration.
• Support the development and monitoring of departmental e-Administration projects.
  This support is specified in information, advice or training of staff.

Regulated training and graduates

• Grau: Ciència política i gestió pública
• Grau: Ciències polítiques i de l'Administració
• Grau: Sociologia
• Grau: Administració d'empreses i gestió de la innovació
• Grau: Administració i direcció d'empreses
• Grau: Direcció d'empreses
• Grau: Direcció d'empreses (BBA)
• Grau: Direcció d'empreses tecnològiques
• Grau: Ciències empresarials-management
• Grau: Estadística
• Grau: Estadística aplicada
• Grau: Màrqueting i investigació de mercats
• Grau: Economia
• Grau: Economia i gestió
• Grau: Empresa internacional
• Grau: Empresa i tecnologia
• Grau: Enginyeria de sistemes de telecomunicació
• Grau: Enginyeria de sistemes i serveis de telecomunicacions
• Grau: Enginyeria informàtica
• Grau: Enginyeria telemàtica
• Grau: Enginyeria informàtica de gestió i sistemes d'informació
• Grau: Informàtica i serveis
• Grau: Tecnologies de telecomunicació

Complementary training

Other specific skills

Learning and use of knowledge: Level 1

Customer orientation: Level 2

Analytical thought: Level 2

Conceptual thought: Level 3

Planning and organisation: Level 2

New technologies

People who show an interest in this field are motivated by the development and advanced use of new technologies in any of their applications (software, hardware, telecommunications) from an innovative perspective and in accordance with the continuous updates of technologies, programmes and equipment that appear on the market. The design, installation, management and maintenance of computer systems and new technologies are activities specific to this field.

Management

The organisation, administration and control of a company or entity are the main interests of people related to the management field. Activities included in this field of interest vary from effective resource management, feasibility analyses and solving business problems to the development of skills and fostering of motivation in relation to human resources. Knowledge regarding specific techniques of strategic administration and business management are required to carry out these activities.

Logistics

The planning, organisation, control and carrying out of logistics and administrative tasks are the focus of people who work in the field of logistics. Activities in the field of logistics include the organisation and planning of supply, storage, production and distribution systems, taking inventories, controlling stock and estimating production, as well as the organisation and/or carrying out of the administrative tasks necessary for the implementation of these activities. Knowledge of organisation, control and management techniques is essential for carrying out these activities.

Electricity market analyst/operator.

e-Commerce and payment systems consultant

ICT consultant

Investment and innovation manager

Administration consultant

• Work hours

  In the public sector, the normal working week is 37.5 hours distributed, usually, between the morning, from 8 to 15h, and two afternoons a week. In the private sector, usually the 40 hours working week is spread over 8 hours a day, morning and evening.
  However, time flexibility is required to respond to the characteristics of the project, its delivery, or the needs of the Administration-client.

• Salary

  These professionals' salary varies significantly and depends on their experience, knowledge, and the size of the company for which they work. In the public service the payoff is set according to the professional category. In the private sector, according to the experience and the responsibility assumed, and usually, between € 30,000 and € 45,000 gross per year.

• Professional category

  Technician

• Human resources and equipment

  For performing studies to evaluate customer satisfaction, experts must have a team of qualified people with knowledge of statistics and the evaluation techniques used.

• Initial investments

  Investments in computers and the software needed to be able to carry out evaluation studies of the satisfaction of users of online services and working with the data obtained in fieldwork.