How Madrid is transforming the way it manages public services

Wed, 2014-07-16 06:00 -- Liz Enbysk

As one of the five most populated cities in Europe, Spain's capital city of Madrid delivers services to 300 million citizens. Doing that as efficiently as possible is a priority. That's why the city is working with Council Lead Partner IBM, through its through its subsidiary INSA, to transform its supplier management model using Big Data and analytics.

The idea is the city can greatly improve the management of public services -- street maintenance, lighting, irrigation, cleaning and garbage and waste management and the like -- by managing and paying each service provider based on service levels.

When you look at the numbers, it's easy to see why being able to accurately measure the quality and efficiency of each supplier and their services is important. For example:

    • The city produces one million tons of household waste annually
    • Residents use some 15 million cubic meters of water every year
    • Madrid manages and tracks 1.7 million vehicles and more than 252,000 streetlights
    • The city cares for 287,000 trees

With the new analytics-driven approach, inspectors will measure more than 300 key performance indicators (KPIs) during their 1,500 daily inspections. 

Citizens will be involved too

As part of the 14.7 million Euros (approximately $20 million USD) project, the city will also use a technology platform to help improve its quality of services, communications with citizens, anticipate issues and coordinate resources.

Via smart phones, tablets other mobile devices and social media, citizens will be able to instantly communicate with the city about issues, receive instant feedback and track progress or the status of an event or issue. For example, IBM notes, if a fire hydrant is leaking, a citizen will be able to quickly upload a photo and location to alert city officials.

"The city of Madrid is working with the belief that innovation makes the most sense when it enables better services and provides better quality of life for citizens," said Mayor Ana Botella.

Marta Martínez, who is general manager for IBM Spain, Portugal, Greece and Israel, suggested the Madrid model of comprehensive public services integration will be an example other European capital cities will be able to follow.


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