One of the main objectives of the Local Public Administrations is to give value to the citizens and the society through the supply of pubic services.
The closeness of the Local Administration to the citizens, give them a better view on their needs and expectations, therefore they able to supply services more accordingly to them. For that, it will be necessary to hear the citizens’ voice, to establish communication channels and spaces for dialogue and to develop abilities that can favour innovation in services and the way they are provided. In this sense, it is important to take advantage of the opportunities that ICTs offer to transform the ways of interaction and management.
The Law 11/2007 of electronic access of citizens to Public Services gives citizens the right to communicate with the public administrations thought electronic means and it also gives the administrations concrete obligations to facilitate channels and procedures that allow the citizens to exercise that right.
This way, innovation in services and processes of service supply, is linked to technology and more specifically, to ICTs, however, although they are necessary, they should come together with the corresponding cultural and organizational transformation and also the adequate legislation. Technology, People, Organization, Methods and Systems and Legal Frameworks are the ingredients that are necessary to be combined and know to how to manage in order to move forward to an open, accessible, efficient and good quality administration.