Communications media are and must be diverse. Some are of non-interactive character (only in one direction), such as the press, radio, television and publications etc. Others can be of interactive character (in two directions) such as the telephone, offices open to the public, information kiosks etc.

The new technologies can have a part to play in improving the quality of relations between the public administration and the citizen and public services. At the same time, the Administration must pioneer with activity in this field, so as to demonstrate and stimulate the use of the new technologies within society as a whole.

The Administration has to act as pioneer both in the application of new forms of action and in the use of the new technological possibilities.

Improve the management of the Administration
The acts by which the Administration is a provider of services to the administrated (whether physical or juridical persons) must be simplified and optimized. In this type of transaction it is important not to have to queue up at a window; go to one place to get a document and then have to go to another place to deliver it; not to be obliged to duplicate paperwork for different authorities etc.

Improve financial management
It would be a good idea to simplify and unify systems of dealing with outside suppliers (mainly companies). Budgets, invoices, payments etc could be effected more efficiently if they were processed digitally.

Information services
The Administration has to make information available to the public on the steps necessary to effect whatever paperwork or request required; what is the current status of that paperwork; the availability of any public service; or about anything of public interest. On occasions it also has to supply information which is not strictly within its province, but which is of interest to the general public.

Improve certain specific public services
The new technologies can also affect the operation of certain public services, or the way in which those services are provided. Some examples are the services related to mobility, health, civil defense etc.

Political participation
Networks could be a vehicle for participation by citizens in giving their views in specific situations, ranging from opinion polls to the complete electoral process.
 
 

1. Administrational paperwork

 
One of the objectives that would appear to be of general interest is that of simplifying the citizen’s dealings with the government.

In the first place this consists of simplifying administration, undertaking a complete re-think of the paperwork process in order to simplify it and standardize it. This would need a simplification and updating of all the forms used.

The general philosophy must be one of treating the citizen as a client, avoiding the situation where he must make useless or repetitive enquiries or visits, informing him of the status of any particular document or demand that he has initiated.

One possibility for the Administration would be for it to offer different options in presenting documentation. That could go from giving the users either a printed form, a diskette with a pre-set form (similar to the one used by the Trademark Office) or to allowing them to present documentation at a distance, using telematic tools.

The Administration, like any other business, has to promote and simplify training of its staff and officials so that they also understand how to use the new technologies.
 

1.	Develop the Paperwork project

The Paperwork project, which was initiated by the Government whilst this White Paper was being prepared, implies a simplification of procedures and will offer the citizen the opportunity of presenting all paperwork at the same counter. This project should completed during 1998.
 

2.	Ease access to the Administration by the citizen

One desirable medium-term objective would be for the citizen to be able to present paperwork, without the necessity of a physical visit, by means of a computer, telephone, ordinary mail etc – whichever option suits the citizen. These systems should allow for a reduction in administrative costs. If the citizen requires it, however, he should be able to obtain face-to-face attention.

At the present time, the Government is making a guide to the standardization of forms. This standardization must be extended, bearing in mind the needs of the user and the use of new technology when it comes to designing standard form templates.
 

3.	Widen the scope of the Paperwork project

This project should be widened to include all the citizen’s dealings with the various Administrations or authorities throughout Andorra (Government, Communes, Parapublic entities). That is, the concept of the single window. In some cases, there are duplications and a lack of co-ordination between the different administrations. They should also be able to accept documentation presented off-site.
 
 

2. Electronic interchange of information

 
This type of consideration should be extended throughout the whole range of relations between business and Administration, in terms of the paperwork required, not only in the payment of taxes but also in the presentation of requests and the payment of invoices for goods and services.

At present the Government processes around 30.000 invoices per annum, the majority from small companies. It should be possible to make declarations at CASS electronically, for example.

There should also be some thought given to a system of interchange of standardized information, with telematic access, to facilitate the transactions necessary in the management and follow-up of whatever administrative transaction.

This type of access should not be obligatory but optional, although the Administration must promote it.

Some administrations in neighboring countries, such as the Balearic Islands autonomous government, have started some experiments in this field.
 

1.	Develop the project on Electronic Interchange with the Administration

Relations between businesses and businesses with the Administration are starting to be handled preferentially by electronic means. Electronic access for processing official paperwork (demands, payments, invoicing and consultations), whether this is by use of telematic networks or by use of diskettes, eases and speeds up relations at the same time as implying a reduction in costs.

The electronic interchange of information is accomplished using certain standardized parameters. The parameters and standards to be used in Andorra must be defined.

The use of these systems by the Administration would also serve to promote their use in their contact with businesses.
 
 

3. Technological projects

 
The Administration also has to promote and encourage the realization of certain technological projects, which are, or could be, of general interest both inside and outside the country. Some of these projects have already been started, such as the mobility Agency.

In the area of public services there must be striving for quality promoting, for example, the application of the ISO9000 standards. One can also envisage in the re-assignment of responsibilities with the object of improving services.
 

1.	Develop the Mobility Agency project

The Mobility Agency project is an initiative that must be supported. In the short term there is a series proposed measures that could much improve traffic flow (roundabouts, one-way systems, traffic lights etc.).

In the longer term a much bigger investment could be desirable. Information technology can assist mobility considerably. The information on the traffic situation or the number of parking spaces available at any particular moment can be improved. Public transport should be promoted. In Andorra there could be a special project on the use of low-polluting (electric) vehicles, which could possibly qualify for support form the EU.

Other measures could be studied, such as a possible formula for working hours flexibility, the promotion of teleworking in relation to mobility etc.
 

2.	Develop the project on Electronic Health Information

A project should be developed where health information could be networked round the country. The support for such a system would be a network linking professionals in the sector (doctors, pharmacists, Health Centers, Social Security etc). A server should be set up at the Ministry of Health which would be able to search for, publish and distribute information to those interested, whether professionals or the population in general. Another function is to be able to compile all the different information into statistics which would be of great benefit at a professional level.
 

3.	Promote the development of computer tools in Catalan

The fact that Catalan is a minority language in the world, brings some specific problems with changes that the information age brings. On this point we must be very clear as to what the priorities to face are and concentrate on the resources available.

It is fundamental to remove any barrier that makes the use of Catalan an impediment to accessing the technology. For example, it is vital to have available advanced voice recognition programs in Catalan. If not, it will be impossible for us to use our language to introduce data with new technology that is about to become much more widespread (which means that to use Catalan would represent a handicap for users, forcing a change of language to increase productivity).

There are some elements that are less important in this field; those that can be solved by resorting to a second language. For example, it is not fundamentally necessary that a program or its manual should be in Catalan. Any Catalan speaker speaks at least one other leading world language, so there is no reason why he could not use a program (and in this case, Catalan does not represent any insurmountable disadvantage).

The projects that have been identified as being of high priority that must be developed in Catalan are: