UserCentriCities Benchmarking Dashboard

What is it?

Local authorities play a fundamental role in digital government service delivery, they are the front office of government as a whole and the first way citizens experience digital services. But the role of local authorities in implementing user-centricity principles, design thinking, and co-creation is not sufficiently recognised, and they lack the fundamental tools to implement user-centricity at scale.

To support the acceleration of the digital transformation with user-centricity at the core, UserCentriCities has created a benchmarking dashboard. Based on a list of curated indicators co-created with project partners, the dashboard is an innovative an interactive tool created to facilitate the evaluation of local administrations’ service delivery and in-house processes across various departments. 


The dashboard is divided into three pillars:

  • Enablers, including the sub-pillars skills, strategies and ecosystem;
  • Performance, taking into account co-creation, supply and usability, security and privacy, redness, and adoption;
  • and Outcomes with sub-pillars on the impacts on the reduction of administrative burden, citizen satisfaction and environmental impact.

For more details on specific indicators and what type of evidence is expected, users can consult the UserCentriCities Dashboard Guidelines manual.


Who is it for?

National & Regional Authorities
Policy Makers - Green Deal

The Benchmarking Dashboard is open to all European cities and regions interested in assessing and their user-centricity performance and service delivery to input their data. The administrations participating in the Dashboard will be featured in The 2023 State of UserCentriCities, the final report planned to be launched in Spring 2023, showcasing and analysing in-depth the level of user-centricity implementation across Europe at the local and regional level. 

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