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E-governance and Citizen Information 62 Methodologyunit we will achieve a twofold objective: The study of technological innovation projects linkedto the relationship with citizens and the analysis of the organisational reform with the presenceof these projects in the different departments of the Generalitat. In addition, the circumstancesof the three systems started a reform and transformation process in 2003and 2004, which has allowed us to view their conceptualisation, design and design process.Therefore, our new research project will be mainly focused on monitoring the mainprojects promoted from the Citizen Information Department. Similarly, we have used amore or less comprehensive approach for monitoring other projects drafted by the unit(for example, the project for the implementation of a Content Manager, the e-Cataloniaproject, etc.), or by other units with similar characteristics (such as the Hypermap projectof the Department for Town and Country Planning and Public Works).Despite the main interest in the Citizen Information Department, the fieldwork has not beenexclusively focused on this unit, but also on other units and departments of the Generalitat.Thus, it is important to highlight the analysis carried out on the organisation of IT in the Generalitatas a whole, depending on the transversal character mainly in the hands of the Telecommunicationsand Information Technology Centre (Centre de Telecomunicacions iTecnologies de la Informació, CTTI). 10 In this case, rather than simply monitoring the reformproject, the evolution of the different models adopted for the organisation of IT has been studiedsince the start of the operations of the Generalitat.The transversal character of the projects selected did not take into account the changesproduced individually within each department through its own projects. For this reason,the other part of the empirical work has dealt with detecting the departments' innovationprojects. Therefore, our aim was to present a global picture of the Generalitat and themain projects in operation, being implemented or simply designed and promoted individuallyor in groups.Finally, the research project also incorporated an analysis of the particular characteristics ofe-governance in the Catalan administration in relation to the international context. The analysishas been carried out with a comparative study of the leading initiatives in three regionaladministrations of Europe and North America: Scotland, Emilia-Romagna and Quebec.10. The Telecommunications and Information Technology Centre is an autonomous body that reported to the Departmentof Universities, Research and the Information Society until the government reorganisation in May 2006. As a result of thisreorganisation, the Telecommunications and Information Technology Centre now reports to the Presidential Department.http://www.uoc.edu/in3/pic
E-governance and Citizen Information 63 Methodology4.4. Empirical ResearchThe focus on the analysis of technological innovation processes led to an approach based mainly(though not exclusively) on qualitative methodologies. Therefore, the interviews and participatingobservation are the foundations on which the research project is supported. In parallel, toaddress specific aspects we have chosen the use of methodological tools with a quantitative approach(such as surveys or the analysis of social networks). In any case, the results presentedthroughout the research project are duly differentiated in accordance with their empirical source.Detailed information about the methodological tools used is shown next.4.4.1. Participating ObservationOne of the most relevant aspects of this research project is the fact that two of the three researchershad the possibility of being physically located in the Generalitat of Catalonia duringa period of almost two years (between June 2004 and May 2006). So, there was a prioragreement at the start of the research project whereby the researchers of the project couldbe physically inside the Administration with a small work space. In particular, we were locatedin the Citizen Information Department, which allowed us to study the daily running of theAdministration and also gave us privileged access to its employees.The observation has mainly involved the monitoring tasks carried out during the design, developmentand follow-up of the projects promoted by the Citizen Information Department, onwhich our analysis has been focused. The meetings were recorded in notebooks and notonly included the description or account of the matters discussed, but also a first-level analysis,following an observation outline. The notes were transcribed in digital format for theirsubsequent analysis. The next step, in parallel to the theorisation activities, was the analysisand categorisation of the material with the ATLAS.ti content analysis software.4.4.2. InterviewsThe second technique used was semi-structured interviews, carried out at the end of the researchproject (between June 2004 and April 2006). A total of 106 interviews were held withdifferent people, 75 of which were carried out with Generalitat personnel and 31 were membersof the administrations of Quebec, Emilia-Romagna and Scotland. Since the projectsstudied were evolving, various people (due to their central role in the projects analysed)have been interviewed more than once. The total number of interviews was 124.The average length of the interviews was one hour and the information gathered has beenused to draft this report in the form of quotes from the people interviewed (coded to maintainhttp://www.uoc.edu/in3/pic
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