Network of State and Municipal Unified Customer Service Centres

Mrs Maija Anspoka

Head of One Stop Shop Division, Department of Public Services,

Ministry of the Environmental Protection and Regional Development

Riga 2017

Short introduction about the organisation

Ministry of Environmental Protection and Regional Development of the Republic of Latvia is responsible for implementing policy in three areas:

• environment protection,

• regional development,

• information and communication technologies.

Implementation and coordination of the e-Governance is a broad policy area of the MoEPRD. It includes establishment of one-stop principle for provision of state and local government services and implementation of modern and effective information and communication technologies in the public sector.

2

The context of the situation in public service delivery

3

Fragmented approach in public service delivery

103 public institutions947 places

~ 2 million64 589 sq.km

Concept for Improvement of the Public Service System

• In close collaboration with ministries, local governments, NGOs and society.

• Adopted by the Cabinet of Ministers on 19th February 2013.

• The main aim is to implement accessible public services that are people and business-friendly.

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Five Pillars of the Concept

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Coordination

Transparent financing system

Unified customer service network

ICT use in delivery of public services

Unified legislative framework

Unified legislative framework

Four draft legal acts

legal base for provisioning of public services;

regulation of unified customers service centres.

Goals of regulation of unified customers servicecentres:

define types of unified customer service centres; determine service delivery arrangements; provide obligations regarding delivery of public

services at unified customer service centres.

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Unified customer service network (1)

Towards a network of customer service centres: virtual and physical one stop agencies for citizens

Pilot project in 2014

Multiple state institutions under one roof

Municipalities as agents of government

Based on results of the pilot, The Concept for Improvement of the Public Service System was reviewed and approved by Cabinet of Ministers on January 2015

Establishment of customer service centres from 2015 till 2020

7

21 centres of regional level

Unified customer service network (4)

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89 centres of district level

9 centres of national level

2015 2016 2017 2018 2019 2020

Costs 42 mil. EUR Benefits 52 mil. EUR

1st step 2nd step

Unified customer service network (2)

Solution for development the unified customer service network

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89 development centres of district significance

21 development centres of regional significance

9 development centres of national significance

Unified customer service network (6)

Infrastructure of unified customer service centre include:

Wi-Fi, computer and work place for clients needs

Queue Systems

Disability access ramps

Unified identity of all centres

Services:

E-consultants for e-services

Reception of public services (both – local and central governments)

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Digital tutorOn site provision

&

Unified Customer Service Centers - point of single contact for municipal and national services

1. Social Insurance

2. Employment

3. Taxes and Revenues

4. Register of Enterprises

5. Rural Support

6. Land Service

7. Citizenship and Migration

8. Labour Inspectorate

Services – Multichannel delivery & One Stop Shop principle

1. Service at the counter – shared

- Progress towards Unified State and Municipal Customer Service Centers.

2. Service available – by digitalization

– Self service solutions

– eAssistants (Unified Customer Service Centers, Libraries)

3. eAccount & eDelivery – single profile and official digital communication channel with government

64 local + 3 regional centers

2020 plan: • 89 Local level• 21 Regional level• 9 National level

Implemented:

Next steps : Local + 25 (2020); Regional +7 (2017)National +5 (2020)

Unified Customer Service Centers

The main results achieved

71%

2% 8%7%

2%

10%

SSIA registered applications SSIA consultations SRS registered applications

SRS consultations Latvija.lv consultations Other consultations

Distribution of services delivered (applications and consultations)

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Dynamics of the services delivered by the division of registered applications and consultations, month by month.

15

122

442 454 492 524

1287

959775

438 388 419

658 623 540 570

93

611

1439

1737

2072

2861

2429 2391

2798

2123

25572672

3279 3249 3364

Oct.15 Nov.15 Dec.15 Jan.16 Feb.16 Mar.16 Apr.16 May16 June16 July16 Aug.16 Sept.16 Oct.16 Nov.16 Dec.16

Number of registered applications (SSIA)Number of registered applications (SRS)Number of consultationsNumber of registered applications (SRS and SSIA combined)

Dynamics of the consultations delivered, month by month

1613

102

89

117

67

57

44

35

38

35

60

97

73

52

52

1

4

3

1

122

138

178

265

93

45

12

34

10

14

11

14

55

74

59

47

31

35

51

51

35

71

63

60

47

39

10

42

40

32

25

23

30

26

8

14

15

29

16

13

132

1

107

32

15

5

11

5

4

4

8

16

111

189

168

111

18

105

103

142

99

830

587

330

182

147

111

168

143

105

94

Oct.15

Nov.15

Dec.15

Jan.16

Feb.16

Mar.16

Apr.16

May16

June16

July16

Aug.16

Sept.16

Oct.16

Nov.16

Dec.16the State Social Insurance Agency

The Rural Support Service

The Office of Citizenship and Migration Affairs

Other (the State Employment Agency, Agricultural data centre,

Register of Enterprises, The State Land Service)Latvija.lv consultations

the State Revenue Service

Dynamics of the services (aggregate of registered applications and consultations) delivered by the division of the public institutions, month by month

17

95

669

1457

1701

20182130

19792082

2502

2037

2435

2627

3181 31413257

29149 174

295220

1618

1081

674516

268 293 310 314 265 253

0

1000

2000

3000

4000

Oct.15 Nov.15 Dec.15 Jan.16 Feb.16 Mar.16 Apr.16 May16 June16 July16 Aug.16 Sept.16 Oct.16 Nov.16 Dec.16

Number of registered applications and consultations at SSIA Number of registered applications and consultations at SRS

Number of latvija.lv consultations Number of other consultations

Lessons learned

1. Lack of common guidelines and principles leads to wide variations of customer service maturity across public institutions

2. There are champions of best practice, as well as followers and laggers

“followers” have well-defined back-office processes,but still lack customer perspective in front-office

“laggers” are only at the early stage of process andservices definition

3. Important to assign adequate resources and motivation for the involved partners

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Expected outcomes

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Reduced

administrative

burdens

Reinforced

efficiency of

public

administration

Improved

access to

services

Enhanced

government

transparency

Thank you for your attention!