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class="trp-language-switcher-container menu-item menu-item-type-post_type menu-item-object-language_switcher menu-item-18270"><a href="https://efqm.org/ar/case-studies/bsm/"><span data-no-translation><span class="trp-ls-language-name">AR</span></span></a></li></ul></li></ul></div></header><main class="content"><section class="component" data-c15><div class="container"><div class="row"><div class="column"><h1 class="title">B:SM</h1><div class="copy f30 --copy"><p>Helping to take care of the future of Barcelona</p> </div></div><div class="column"> <img width=640 height=286 src="https://efqm.org/wp-content/uploads/2024/12/park-guell.png" alt="B:SM" class="image"></div></div></div></section><section class="component" style="--color: #F6F6F6" id="component-grid-1-1" data-c11><div class="container"><div class="row"><div class="column f30"><h2>Challenge</h2></div><div class="column"><div class="row-1"><div class="column-1 f30 --column-1-1"><p>Barcelona is one of the world’s greatest cities.</p></div><div class="column-1 f30 --column-1-2"><p><span class="f20">But with just under 2 million people living in the city, and more than four times as many tourists visiting each year, how can one of Europe’s most dynamic capitals manage its ambitious programme of digital and sustainable transformation, as well as working for residents, visitors and businesses alike?</p></div></div></div></div></div></section><section class="component" style="--color: #FFF" id="component-grid-1-2" data-c11><div class="container"><div class="row"><div class="column f30"></div><div class="column"><div class="row-1"><div class="column-1 f30 --column-1-1"><p><img fetchpriority="high" decoding="async" src="https://efqm.org/wp-content/uploads/2024/12/Foto-ML-002.jpg" alt="" width="300" height="210" class="alignnone size-medium wp-image-17458" /></p></div><div class="column-1 f30 --column-1-2"><p>“The EFQM Model has really helped us to transform and improve Barcelona. I would love for other cities and other companies to use the model and achieve some of the positive results we’ve seen.”</p><p><strong>Marta Labata Salvador – Directora General en Barcelona de Serveis Municipals, SA</strong></p></div></div></div></div></div></section><section class="component" style="--color: #F6F6F6" id="component-grid-1-3" data-c11><div class="container"><div class="row"><div class="column f30"><h2>Solution</h2></div><div class="column"><div class="row-1"><div class="column-1 f30 --column-1-1"><p>Barcelona de Serveis Municipals (B:SM) runs everything from Barcelona’s car-charging points and public parks, through to the Olympic stadium and zoo.</p><p>“I always say that The EFQM Model is like putting on a pair of good glasses for the first time,” says Marta Labata Salvador, CEO of B:SM.</p><p>“Before you put them on you don’t quite realise how much better things could be. And after you put them on, you never want to take them off again.”</p></div><div class="column-1 f30 --column-1-2"><p><span class="f20">“Using The EFQM Model has really helped us open our eyes to be able to learn and analyse the needs and expectations for everyone in the city. And to help deliver them.”</p><p><span class="f20">“I would say that we used to be a very process-focused organisation. But now we are a customer-focused organisation.”</p><p><span class="f20">“And the model has helped us to deliver this subtle but very important shift.”</p><p><span class="f20">100% owned by the city, B:SM’s vision is to set global standards for how private companies can support the public sector. 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Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.</span></div> </details> <details class="cmplz-category cmplz-marketing" > <summary> <span class="cmplz-category-header"> <span class="cmplz-category-title">Marketing</span> <span class="cmplz-banner-checkbox"> <input type="checkbox" id="cmplz-marketing-optin" data-category="cmplz_marketing" class="cmplz-consent-checkbox cmplz-marketing" size="40" value="1"/> <label class="cmplz-label" for="cmplz-marketing-optin" tabindex="0"><span class="screen-reader-text">Marketing</span></label> </span> <span class="cmplz-icon cmplz-open"> <svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 448 512" height="18" ><path d="M224 416c-8.188 0-16.38-3.125-22.62-9.375l-192-192c-12.5-12.5-12.5-32.75 0-45.25s32.75-12.5 45.25 0L224 338.8l169.4-169.4c12.5-12.5 32.75-12.5 45.25 0s12.5 32.75 0 45.25l-192 192C240.4 412.9 232.2 416 224 416z"/></svg> </span> </span> </summary><div class="cmplz-description"> <span class="cmplz-description-marketing">The technical storage or access is required to create user profiles to send advertising, or to track the user on a website or across several websites for similar marketing purposes.</span></div> </details></div></div><div class="cmplz-links cmplz-information"> <a class="cmplz-link cmplz-manage-options cookie-statement" href="#" data-relative_url="#cmplz-manage-consent-container">Manage options</a> <a class="cmplz-link cmplz-manage-third-parties cookie-statement" href="#" data-relative_url="#cmplz-cookies-overview">Manage services</a> <a class="cmplz-link cmplz-manage-vendors tcf cookie-statement" href="#" data-relative_url="#cmplz-tcf-wrapper">Manage {vendor_count} vendors</a> <a class="cmplz-link cmplz-external cmplz-read-more-purposes tcf" target="_blank" rel="noopener noreferrer nofollow" href="https://cookiedatabase.org/tcf/purposes/">Read more about these purposes</a></div><div class="cmplz-divider cmplz-footer"></div><div class="cmplz-buttons"> <button class="cmplz-btn cmplz-accept">Accept cookies</button> <button class="cmplz-btn cmplz-deny">Reject all</button> <button class="cmplz-btn cmplz-view-preferences">View preferences</button> <button class="cmplz-btn cmplz-save-preferences">Save preferences</button> <a class="cmplz-btn cmplz-manage-options tcf cookie-statement" href="#" data-relative_url="#cmplz-manage-consent-container">View preferences</a></div><div class="cmplz-links cmplz-documents"> <a class="cmplz-link cookie-statement" href="#" data-relative_url="">{title}</a> <a class="cmplz-link privacy-statement" href="#" data-relative_url="">{title}</a> <a class="cmplz-link impressum" href="#" data-relative_url="">{title}</a></div></div></div><div id="cmplz-manage-consent" data-nosnippet="true"><button class="cmplz-btn cmplz-hidden cmplz-manage-consent manage-consent-1">Manage consent</button></div><script defer src="https://efqm.org/wp-content/plugins/sg-cachepress/assets/js/lazysizes.min.js?ver=7.4.6" id="siteground-optimizer-lazy-sizes-js-js"></script> <script id="cmplz-cookiebanner-js-extra"> var complianz = {"prefix":"cmplz_","user_banner_id":"1","set_cookies":[],"block_ajax_content":"","banner_version":"30","version":"7.3.1","store_consent":"","do_not_track_enabled":"","consenttype":"optin","region":"eu","geoip":"","dismiss_timeout":"","disable_cookiebanner":"","soft_cookiewall":"","dismiss_on_scroll":"","cookie_expiry":"365","url":"https:\/\/efqm.org\/wp-json\/complianz\/v1\/","locale":"lang=en&locale=en_US","set_cookies_on_root":"","cookie_domain":"","current_policy_id":"18","cookie_path":"\/","categories":{"statistics":"statistics","marketing":"marketing"},"tcf_active":"","placeholdertext":"Click to accept {category} cookies and enable this content","css_file":"https:\/\/efqm.org\/wp-content\/uploads\/complianz\/css\/banner-{banner_id}-{type}.css?v=30","page_links":{"eu":{"cookie-statement":{"title":"Cookie Policy ","url":"https:\/\/efqm.org\/cookie-policy-eu\/"},"privacy-statement":{"title":"Privacy Statement","url":"https:\/\/efqm.org\/privacy-statement\/"}}},"tm_categories":"1","forceEnableStats":"","preview":"","clean_cookies":"","aria_label":"Click to accept {category} cookies and enable this content"}; </script> <script defer defer src="https://efqm.org/wp-content/plugins/complianz-gdpr/cookiebanner/js/complianz.min.js?ver=1710233654" id="cmplz-cookiebanner-js"></script>  <script data-category="functional"> (function(w,d,s,l,i){w[l]=w[l]||[];w[l].push({'gtm.start': new Date().getTime(),event:'gtm.js'});var f=d.getElementsByTagName(s)[0], j=d.createElement(s),dl=l!='dataLayer'?'&l='+l:'';j.async=true;j.src= 'https://www.googletagmanager.com/gtm.js?id='+i+dl;f.parentNode.insertBefore(j,f); })(window,document,'script','dataLayer','GTM-T5GKTK2'); </script></body></html>