Modern service delivery: Spain automates and earns international recognition

Bake EderKnowledge Center, a technology hub developed by the Biscay government

Localgovernments remain under pressure to improve engagement with citizens anddelivery of citizen services. In making these improvements, governments mustfocus on boosting productivity while continuing to create value for theircitizens. Many have found that increasing automation in the back-office and improvingcitizen-facing processes is helping them meet their goals. All of this must bedone while budgets get tighter and tighter.

The RegionalGovernment of Biscay is an example of a local government that is doing justthat: automating and modernizing their systems to bridge the gap betweencitizens and local government organizations. The Biscay County Authoritypartnered with Microsoft to develop the BiscayTIK Project,a Microsoft Citizen Service Platform that supplies each town hall employee withmodern, integrated management applications. At the same time, citizens use a webportal to complete more than 100 of the most-requested services, such ascertificates, permits, and applications. Based on a wide range of Microsofttechnologies that include MicrosoftSharePoint Server, WindowsServer, ExchangeServer, SQLServer, BizTalkServer, MicrosoftDynamics CRM, and MicrosoftDynamics AX, the Citizen Services Portal and the integrated localmanagement system can be used by all government administrations in Biscay.


Biscay is agreat example of a citizen-centered approach to increasing governmentproductivity. A single platform built on Microsoft Dynamics AX provides each ofthe 112 local government organizations with an enterprise resource planning (ERP)system to help them manage their back-end processes. Personalized dashboards andtools are used to gain immediate and relevant insight into the current statusof citizen requests, improve control over workflows, and standardize dailytasks. Now, local administrations can use the comprehensive framework of the MicrosoftCitizen Service Platform to help identify opportunities to better fulfill theneeds of the citizens that they support, including the delivery of services topopulations located in remote municipalities that might not otherwise have accessto these resources. Since implementation, the region has seen an estimated improvementin efficiency of 33% per transaction.

Self-serve access

MicrosoftDynamics CRM helps employees deliver front-line services while communicatingeffectively with citizens. The citizen portal provides a self-service facilitythat is important to the local community. Local residents can communicateonline with local authorities at any time and from any place. This portal canbe customized by individual town councils, providing the citizens they servewith general information or access to more than 100 tasks, such as applying forcertificates and permits, and filling out applications. Citizens also can checkthe status of their requests 24/7 without going in-person to the townhall. 

Eye-opening success

Today, BiscayTIK is being utilized by 101 towncouncils and eight associations of local entities. All of them are takingadvantage of the shared, centralized IT architecture, allowing for sharedresources and costs. Since the system is built on a software-as-a-service (SaaS)architecture, each town council can access services online rather than installapplications on separate client PCs. BiscayTIK estimates that local governmentshave reduced costs by at least 50%. Additionally, because of theenergy-efficient systems management, fewer citizens are traveling to townhalls, employees are using less paper, and carbon dioxide emissions have beenreduced by more than 1,000 tons a year. BiscayTIK estimates that localcommunities are saving millions of euros a year thanks to the Microsoft CitizenService Platform.

“We had avision to take advantage of technology to enhance our citizens’ quality of life,”says Juan A. Martin Zubiaur, general manager of the BiscayTIK Foundation. “Workingwith Microsoft, we delivered on that vision and we are delighted with theprogress we’ve made. What’s more, our achievement is already gaining worldwiderecognition.  In May 2013, the UnitedNations awarded the BiscayTIK Foundation with one of the United Nations PublicService Awards, the most prestigious international recognition of excellence inpublic service.”

Modern solution for modern government

Through theMicrosoft citizen services platform, BiscayTIK has brought local governmentsand citizens closer together, improved the quality of services provided by thegovernment, and enhanced operational efficiencies across municipalities. It’s amodern solution that provides:

  • Anytime and anywhere access for its citizens
  • Flexible, proactive tools for employees thatboost productivity
  • Accessible, innovative user interface conceptsincluding Microsoft Office “look-and-feel”
  • Ability to collaborate and adapt businessprocesses to meet changing legislative and administrative requirements
  • Reduced costs and increased productivity throughshared services

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Kirsten Edmondson Wolfe
Global Industry Director for Public Sector for Microsoft Business Solutions

About the Author

Kirsten Edmondson Wolfe | Global Industry Director for Public Sector for Microsoft Business Solutions

In her current role, Kirsten helps government organizations of all levels develop out-of-the-box solutions to address their unique challenges. Kirsten was formerly a marketing VP in Deltek’s GovCon unit and global VP for public sector at CA Technologies. Read More