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Regulations

In compliance with Organic Law 15/1999, of 13 December, under the Personal Data Protection Act, we inform you that data collected will form part of an automated file, under the ownership of BARCELONA ACTIVE SPM S.A., with registered office at 162-164 Calle Llacuna, Barcelona, with the aim of managing enrollments and of informing of the company's activities and services within its field of action. You will be able to exercise access rights, rectification, cancel cancellation and/or opposition via written communication to the Legal Services of BARCELONA ACTIVE SPM S.A. at the aforementioned address.

 
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Description

These professionals have educational backgrounds in statistics, proposing and executing the most suitable evaluation and assessment techniques on the satisfaction of users of the virtual offices for citizen services that the public authorities make available to them on the Internet. They identify users' needs and demands with regard to the types of services and information that should be available to them via Internet, as well as the level of quality perceived and the relative importance they give to the public services that are offered. They should use pertinent techniques (statistics) to assess these perceptions, design appropriate procedures for consulting these users and analysing the results obtained, their meaning and their validity.

Tasks

The functions of experts in evaluating user satisfaction of public body online services include the following tasks:
  • Determine users' needs and requirements:
    Identify the type and characteristics of the services that represent the most significant dimensions that can be researched (on which users base their opinions about every service).
    Identify interface characteristics that facilitate or hinder communications between the public body and users of online services.
    Employ the most suitable consultation methods to identify all these areas.
  • Design the procedure for evaluating client satisfaction, which involves:
    Selecting the consultation process (or for obtaining information).
    Determining the reliability, internal coherence and validity of these measures.
  • Design the support of the inquiry.
    Determining the questions that users should formulate.
    Determining the response formats and measurement scales.
    Designing the questionnaire of satisfaction of service users.
  • Analyse and interpret results of the enquiry.
  • Presenting these results.
    Creating 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 presenting these results for the client's organisation.


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Centre per al desenvolupament professional Porta22
Convent de Sant Agustí
Ca n'Andalet

Barcelona Treball (Porta22)
+34 934 019 899
bcn.cat/treball

Barcelona Activa Headquarters
Llacuna, 162-164
08018 Barcelona
+34 934 019 777
bcn.cat/barcelonactiva

Generalitat de Catalunya
Unió Europea FEDER
Unió Europea FSE