Study on online availability of public services for e-Hrvatska for 2005

8/6/2019 Study on online availability of public services for e-Hrvatska for 2005

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Study on online availability

of public servicesfor e-Hrvatska

(second research)

28.02.2006.

Sadržaj



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____________________________________________________________________________________________Report “Study on online availability of public services” Page 1 of 65

Table of contents

1. Introduction ....................................................................................................52. Project approach and methodology................................ ......................................82.1. Preparation and project start up ........................................................................82.2. Defining the structure of the State Administration ................................................. 92.3. Identification of web pages............................................................................. 122.4. Defining Statistic methods and sampling ........................................................... 132.5. Web analysis and scoring ............................................................................... 132.6. Analysis and results interpretation ................................................................... 143. Results......................................................................................................... 153.1. Results from clusters of services ...................................................................... 153.1.1. Income generating Cluster ........................................................................ 153.1.2. Registration Cluster.................................................................................. 163.1.3. Returns Cluster ....................................................................................... 173.1.4. Permits and Licenses Cluster...................................................................... 173.2. Overall results.............................................................................................. 184. E-Government Solutions .................................................................................. 204.1. Ministry of Justice......................................................................................... 204.2. Supreme Court of Croatia library ..................................................................... 214.3. National and University library....................................................................... 224.4. Salus Hospital .............................................................................................. 23

4.5. Faculty of Dental Medicine .............................................................................. 244.6. City of Rijeka ............................................................................................... 255. Appendix 1: Definition of public services............................................................. 295.1. Income Taxes............................................................................................... 295.2. Job Search................................................................................................... 305.3. Social security benefits .................................................................................. 315.4. Personal documents ...................................................................................... 325.5. Car registration ............................................................................................ 335.6. Building Permit ............................................................................................. 345.7. Declaration to the Police................................................................................. 355.8. Public Libraries ............................................................................................. 365.9. Certificates from registry books ................................................................ ....... 375.10. Enrolment in Higher Education ........................................................................ 38

5.11. Announcement of Moving ............................................................................... 395.12. Health-related services .................................................................................. 405.13. Social Contribution for employees .................................................................... 415.14. Corporate Tax .............................................................................................. 425.14. VAT................................................................................................................435.15. Company Registration.................................................................................... 445.16. Submission of data to the Statistical Office........................................................ 455.16. Customs Declaration...................................................................................... 465.17. Environment-related Permits........................................................................... 475.18. Public Procurement........................................................................................ 485.19. Tourist Services ............................................................................................ 495.20. Agricultural Services...................................................................................... 50



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5.21. Cultural Services........................................................................................... 515.22. State inspection............................................................................................ 52

6. Appendix 2: Results based on services............................................................... 536.1 Services to the citizens ..................................................................................... 536.2 Services to businesses ...................................................................................... 587. Sources........................................................................................................ 628. Additional documentation ................................................................................ 64



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Table of Figures

Figure 1. Project phases...........................................................................................8Figure 2. Income generating Cluster ........................................................................ 16Figure 3. Registration Cluster.................................................................................. 16Figure 4. Returns Cluster ....................................................................................... 17Figure 5. Permit cluster ......................................................................................... 18Figure 6. Summary overview of public services for citizens and businesses in 2004.,2005. 18Figure 7. Percentage of online availability for citizens.................................................. 19Figure 8. Percentage of online availability for businesses ............................................. 19Figure 9. Income taxes .......................................................................................... 29Figure 10. Job search ............................................................................................ 31

Figure 11. Social security benefits ........................................................................... 32Figure 12. Personal documents ............................................................................... 33Figure 13. Car registration ..................................................................................... 33Figure 14.. Building permit ..................................................................................... 34Figure 15. Declaration to the police.......................................................................... 35Figure 16. Public libraries ....................................................................................... 36Figure 17. Certificates from registry books ................................................................ 37Figure 18. Enrolment in higher education .................................................................. 38Figure 19. Announcement of moving ........................................................................ 39Figure 20. Health related services............................................................................ 40Figure 21. Social contribution for employees.............................................................. 41Figure 22. Corporate tax........................................................................................ 42

Figure 23. VAT ..................................................................................................... 43Figure 24. Company registration ............................................................................. 44Figure 25. Submission of data to the statistical office.................................................. 45Figure 26. Customs declaration............................................................................... 46Figure 27. Environment related permits .................................................................... 47Figure 28. Public procurement................................................................................. 48Figure 29. Tourist service....................................................................................... 49Figure 30. Agricultural service................................................................................. 50Figure 31. Cultural service...................................................................................... 51Figure 32. State inspection..................................................................................... 52Figure 33. Income tax ........................................................................................... 53Figure 34.. Croatian employment service .................................................................. 53Figure 35. Social security benefits ........................................................................... 53

Figure 36. Personal documents ............................................................................... 54Figure 37. Car registration ..................................................................................... 54Figure 38. Building permit ...................................................................................... 55Figure 39. Declaration to the police.......................................................................... 55Figure 40. Public libraries ....................................................................................... 56Figure 41. Certificates from registry books (birth, death, marriage, citizenship) ............... 56Figure 42. Enrolment in higher education.................................................................. 56Figure 43. Announcement of moving ........................................................................ 57Figure 44. Health related services............................................................................ 57Figure 45. Social contribution for employees.............................................................. 58Figure 46. Corporate tax........................................................................................ 58Figure 47. VAT ..................................................................................................... 58



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Figure 48. Registration of a new company................................................................. 59Figure 49. Submission of data to the Statistical office.................................................. 59

Figure 50. Customs declaration............................................................................... 59Figure 51. Environment- related permits................................ .................................... 60Figure 52. Public procurement................................................................................. 60Figure 53. Tourist services ..................................................................................... 60Figure 54. Agricultural services ............................................................................... 61Figure 55. Cultural services.................................................................................... 61Figure 56. State inspection..................................................................................... 61

Table overview:

Table 1: List of services ...........................................................................................6Table 2: List of counties...........................................................................................7Table 3: Offices of the Government............................................................................9Table 4: Ministries ..................................................................................................9Table 5: Central state administrative offices.............................................................. 10Table 6: Public administration offices in counties........................................................ 10Table 7: State administrative organizations ............................................................... 11Table 8: Overview of cities and municipalities ............................................................ 11Table 9: Overview of specific service providers .......................................................... 12Table 10: List of Government administrative offices.................................................... 12Table 11: Overview of State authority bodies without and with web pages ...................... 14



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1. Introduction

This Report presents the results of the second measurement on online availability of public services on Internet in Republic of Croatia using standard methodology byEuropean Union. Research has been conducted in February 2006.

Main priority of e-Croatia 2007 Program is establishment of systematic monitoringof standardized information society development indicators. Program e-Croatia 2007is supported by eEurope 2002 and eEurope 2005 Action Plan. Wherever possible,enforcement of e-Croatia Program is monitored by indicators approved in eEuropeproject evaluation.

In the scope of eEurope, evaluation of information society development rate isconducted in sequential time intervals as standardized methodology. The results of evaluation are expressed with adequate indicators. The development of informationsociety is monitored in areas of access and usage of Internet; online public services(e-government, e-learning and e-healthcare); electronic business; secureinformation infrastructure and broadband access. Indicator for e-government ineEurope Action Plan was percentage of online availability of public services.Meanwhile, eEurope 2005 Action Plan supplemented indicators definition.Supplement expresses number of public services fully available on Internet. Thisreport presents results measured by indicators from the first phase of the eEurope

Action Plan.Priority of this study is to compare progress of online service availability throughyears, which helps to make a better electronic public administration (e-Government). In field of e-government EU and candidate countries have determined12 basic services for citizens and 8 basic services for businesses whose onlineavailability is monitored. It presents basics of service area that is included inprogram HITRO.HR. As in 2004., public services specific for Republic of Croatia havebeen included. Besides tourist, culture and agriculture, and state inspection servicesare included.

List of services is presented in the table 1. :



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Citizens Businesses

1. Income Taxes 1. Social Contribution forEmployees

2. Job Search 2. Corporate Tax

3. Social Security Benefits 3. VAT4. Personal Documents 4. Company Registration

5. Car Registration 5. Submission of Data to theStatistical Office

6. Building Permit 6. Custom Declaration7. Declaration to the Police 7. Environment-related Permits

8. Public Libraries 8. Public Procurement9. Certificates from Registry Books 9. Tourist Services

10. Enrolment in Higher Education 10. Agricultural Services

11. Announcement of Moving 11. Cultural Services12. Health-related Services 12. State inspection

Table 1: List of services

For every of these services different stages of online availability are defined andmeasured in scale from 0 to 4. These stages are defined in Bangemann report, andtheir definition is:

0. No information: Total absence of any publicly accessible website managed bythe service provider or public service provider has a website without any relevantinformation.

1. Information: The information necessary to start the procedure to obtain thispublic service is available on-line (procedure description, statutes).

2. One -way interaction: The publicly accessible website offers the possibility to

download forms and store them in a computer. The forms can be printed and filledmanually.

3. Two-way interaction: The publicly accessible website offers the possibility of authentication and electronic intake. Completing forms run a specific service.

4. Transaction: Service is available online: completing forms, authentication,payment and delivery of confirmation, orders or other forms to completely treat theservice.



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The research has involved all of the 20 Counties and City of Zagreb. County codesused in presentation are presented in the table below:

Number of County Name of County

I. County of ZagrebII County of Krapina-Zagorje

III. County of Sisak-MoslavinaIV. County of KarlovacV. County of Varaždin

VI. County of Koprivnica-KriževciVII. County of Bjelovar-BilogoraVIII. County of Primorje- Gorski

KotarIX. County of Lika-Senj

X. County of Virovitica-Podravina

XI. County of Požega-SlavoniaXII. County of Slavonski Brod-

Posavina

XIII. County of ZadarXIV. County of Osijek-BaranjaXV: County of Šibenik-KninXVI. County of Vukovar-SrijemXVII. County of Split-Dalmatia

XVIII. County of IstriaXIX. County of Dubrovnik-NeretvaXX. County of MedimurjeXXI. City of Zagreb

Table 2: List of counties



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2. Project approach and methodology

In study is presented research methodology and results.

This Study was created in 6 project phases:

Figure 1. Project phases

2.1. Preparation and project start up

Project preparation phase was used for scope definition, establishing closeconnection of project with defined project team, project management and projectsteering.Project plan enables better understanding and detailed insight into project to allinterested parties, defines project objectives and project approach. Project plancontains information required for project start up and detailed activities plan.

Activities of this phase are listed below:

n Defining project objectives, project scope and project approach.

n Defining rules and procedures to ensure successful project conducting.

n Defining of the Project Plan.

n Accepting of the Project Plan.



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2.2. Defining the structure of the State Administration

In this research Capgemini applied top-down approach. This approach defines groupservices and their sub services. Each service or sub service has its State authorityinstitution.

Public sector and State authority body structure

OFFICES OF THE GOVERNMENT

Office of the Prime Minister of theRepublic of Croatia

Office for Social Partnership

Public procurement office Office for Prevention of Drugs abuseOffice for human rights Office for Cooperation with NGOs

Office for national minorities Office for internal SupervisionPublic Relations Office Legislation office

General Administration Office of theCroatian Government and Parliament

Office for Succession Settlement

Office for Protocol Office for Gender Equality

Table 3: Offices of the Government

MINISTRIES

Ministry of Finance Ministry of JusticeMinistry of the Economy, Labour and

EntrepreneurshipMinistry of the Interior

Ministry of Culture Ministry of Foreign Affairs andEuropean Integration

Ministry of the Sea, Tourism, Transport

and Development

Ministry of Environmental

Protection, PhysicalPlanning and ConstructionMinistry of the Family, Veterans' affairs

and intergenerational SolidarityMinistry of Health and Social Welfare

Ministry of Defence Ministry of Science, Education andSports

Ministry of Agriculture, Forestry andWater management

Table 4: Ministries



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CENTRAL STATE ADMINISTRATIVE OFFICES

Central State Administrative Office for the developmentStrategy of the Government of the Republic of CroatiaCentral State Administrative Office for E-Croatia of the

Government of the Republic of CroatiaCentral State Administrative Office for Public

Administration of the Republic of CroatiaCentral State Administrative Office for State Property

Management of the Government of the Republic of Croatia

Table 5: Central state administrative offices

PUBLIC ADMINISTRATION OFFIECS IN COUNTIES

Bjelovar-bilogorskaBrodsko-posavska

Dubrovacko-neretvanskaIstarska

Karlovacka

Koprivnicko-križevackaKrapinsko-zagorskaLicko-senjskaMedimurska

Osjecko-baranjskaPožeško-slavonskaPrimorsko-goranskaSisacko-moslavackaSplitsko-dalmatinska

Šibensko-kninska

VaraždinskaViroviticko-podravskaVukovarsko-srijemska

ZadarskaZagrebacka

Table 6: Public administration offices in counties



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STATE ADMINISTRATIVE ORGANIZATION

State Geodetic AdministrationState Weather BureauState Inspectors Office

Central Bureau of StatisticsState Intellectual Property Office of the Republic of Croatia

State Bureau of Standards and Metrology of the Republic of CroatiaState Bureau for Environment protection

State Office for Protection and Safety

Central Bureau for Nuclear Safety

Table 7: State administrative organizations

Table 8: Overview of cities and municipalities

CITIES AND

MUNICIPIALITIESCONFEDERATION

County of Bjelovar-Bilogora (24)County of Slavonski Brod-

Posavina (28)County of Dubrovnik-Neretva

(22)City of Zagreb (1)

County of Istria (39)County of Karlovac (22)

County of Koprivnica-Križevci

(25)County of Krapina-Zagorje (32)County of Lika-Senj (12)County of Medimurje (24)

County of Vukovar-Srijem (30)

CITIES ANDMUNICIPIALITIESCONFEDERATION

County of Osijek-Baranja (42)County of Požega-Slavonia (10)County of Primorje-Gorski Kotar

(35)County of Sisak-Moslavina (19)County of Split-Dalmatia (55)County of Šibenik-Knin (19)

County of Varaždin (28)County of Virovitica-Podravina

(16)County of Zagreb (34)County of Zadar (33)



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Table 9: Overview of specific service providers

Research has included different service developers, like Government administrativeoffices:

Government administrative officeNumber

of Services

Ministry of Finance 4Ministry of Health and Social Welfare 7

Croatian Employment Institute 6Ministry of the Interior 16

Ministry of Science, Education and Sports 6Ministry of Justice 3

Ministry of Culture 4Ministry of Environmental Protection, Physical

Planning and Construction2

Ministry of the Sea, Tourism, Transport andDevelopment

1

Ministry of Agriculture, Forestry and WaterManagement

4

Central Bureau of Statistics 2Public procurement Office 1

Central State Administrative Office (registry offices) 4

City and Municipality Offices 7

Table 10 : List of Government administrative offices

2.3. Identification of web pages

Identification of web pages by Capgemini was a full-scale research according toidentified service providers and can guarantee that analysis includes all availableweb pages till the last day of research, February 24th 2006.

SPECIFIC SERVICE PROVIDERS

HospitalsLibraries

Universities / Institutions of higher educationPolice



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2.4. Defining Statistic methods and sampling

In third phase of the project statistic method of research and sampling are defined.The entire set of Web pages was evaluated and regional stratification has beenchosen as method of research.

Evaluation tool calculates score for each URL as percentage (%) of the highest scorefor each public service. E.g., if service has highest estimated stage 3 of onlinesophistication and service has score 2, then percentage (%) is calculated as:2/3*100 = 66%.

Percentages (%) can be grouped according to the following table for services withhighest estimated stage 4 of online sophistication:

3 – 3,99 = 75% - 99%

2 – 2,99 = 50% - 74%

1 – 1,99 = 25% - 49%

0 – 0,99 = 0% - 24%

4 = 100%

0.

1.

2.

3.

4.

3 – 3,99 = 75% - 99%

2 – 2,99 = 50% - 74%

1 – 1,99 = 25% - 49%

0 – 0,99 = 0% - 24%

4 = 100%

0.

1.

2.

3.

4.

Percentage (%) of online availability for each County calculates as averagepercentage (%) of all defined services. The same procedure is used in calculation of final online availability percentage (%) of public services in Republic of Croatia.

2.5. Web analysis and scoring

Identified web pages are stored in a relational database which contains evaluationtool. The database and the evaluation tool are developed by Capgemini. Researchhas included web pages of government administrative offices on central and localbasis, as well as local government and municipalities.Study has evaluated 582 web pages of central government administrative offices,their district offices, local government and municipalities. Capgemini has identified588 web pages of state authority institutions, their district offices, local governmentand municipalities that don’t have their own web page.

Numbers of state authority bodies without and with web pages are listed below:



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Group of State authority

bodies

Number of Stateauthority bodies

without web pages

Number of Stateauthorit y bodie s

with w eb pages

Government Offices 6 7Parliament and Parliamentbodies

- 1

Ministries - 13Administrations underMinistries

18 9

Central State Offices 2 2

State Administrative

Organizations

10 10

State AdministrativeOrganization

- 9

Government Agencies 63 25Courts 145 10City and MunicipalityAdministration

309 242

Hospitals 30 44Public Libraries 1 134Institutions of HigherEducation

5 76

Total: 588 584

Table 11: Overview of State authority bodies without and with web pages

Full list of State authority bodies is in the additional documentation: “List of identified State Authority Bodies and Public Sector Institutions which do not haveweb page” and “List of identified web pages state authority bodies and public sectorinstitutions which provide public services defined by subject of this Study”. Thisphase activities are listed below:

n Creation of a relational database for identified web sites evaluatingn Web sites analysis according to in advance defined criteria

2.6. Analysis and results interpretation

The last phase of project contains results interpretation for the year 2005. and thereport.



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3. Results

3.1. Results from clusters of services

During the first measurement of online availability of public services in EuropeanUnion, four service clusters have been introduced: income-generating cluster,registration cluster, permit cluster and returns cluster. Analysis of the same serviceshas been conducted for research in Republic of Croatia, so it is possible to providesame clustering for public services. Tourist, agricultural, cultural and stateinspection services are not involved in clusters because their sub services cannot

belong to only one cluster.

Definition of clusters:

¨ Income-generating cluster: services where finance flows from citizens andbusinesses to government institutions (mostly taxes and social contributions).

¨ Registration cluster: services involved in mandatory information storage of citizens and business (e.g. identity card).

¨ Returns cluster: public services given to citizens and businesses in returnfor taxes and contributions.

¨ Permit cluster: documents provided by government authorities related to

building permit, enrolment in higher education, registration of a new companyand issuing of non-conviction document.

3.1.1. Income generating Cluster

Income generating Cluster involves tax declaration services (Income tax, VAT,Corporate tax), customs declaration services and social contribution for employees.In income generating cluster in Republic of Croatia all the services have publiclyaccessible web sites. All three income generating services provide 50% of onlineavailability, on the web page of Custom declaration. Social security of employeesprovides 13,46% availability, custom declaration 50%.



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Figure 2. Income generating Cluster

3.1.2. Registration Cluster

Registration cluster in Republic of Croatia involves car registration, submission of data to the statistical offices, announcement of moving, certificates from registrybooks that have publicly accessible web sites. Certificates form registry books havethe best evaluation this year, 59,17%. Submission of Data to the Statistical Office ispresent with 44,44%. Car registry has 19,64 of online availability, announcement of

moving has 24,64%. Registration of New Company has 31,67 percent of onlineavailability.

Figure 3. Registration Cluster





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Figure 5. Permit cluster

3.2. Overall results

The first research of percentage (%) of online availability of public services inRepublic of Croatia, in December 2004, has shown that public services forbusinesses in Republic of Croatia scored 5,73%, and public services for citizens3,36%.Results of this year research shows that public services for business scored 29,77%,

and public services for citizens 38,22% of availability.

Figure 6. Summary overview of public services for citizens and businesses in 2004. and 2005.

Percentage of online availability for citizens, accept in government bodies, is51,29%, highest percentage is in Bjelovar – Bilogora County. Virovitica – Podravina



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has 58,33%, Koprivnica – Križevac and Medimurje County 50% of onlineavailability.

Figure 7. Percentage of online ava ilability for citizens

Percentage of online availability for business is highest in state authority body,37,08%. Reason for that is central state authority body for most of the businesssubject service. Medimurje County and Lika – Senj County have 37,50% of onlineavailability.

Figure 8. Percentage of online availability for businesses

Results of individual services for citizens and businesses are shown in Appendix 2.



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4. E-Government Solutions

4.1. Ministry of Justice

Ministry of Justice has done a web application that gives insight in digital landregistry (e-izvadak), which helps and accelerates process. Through this application itis possible to collect requests, prepare registries independently on office – hours.For application management authorised are only legal entities. Ministry providesalso: registration in Court of Trade registry, Juristic information base access.

http://www.pravosudje.hr



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4.2. Supreme Court o f Croatia library

Supreme Court of Croatia is placed on Nikola Šubic 3 Square in Zagreb. It providesonline research function of library book catalogue, and gives detailed insight in it.

http://www.vsrh.hr/EasyWeb.asp?pcpid=29



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4.3. Nationa l and University library

National and University library settles in Zagreb, and has interesting spacefunctionality of online booking, and has a huge virtual library which takes one of theleading places of online booking. Booking service is associated to the search toolwith simple or advanced search.

http://www.nsk.hr/



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4.4. Salus Hosp ital

Salus Hospital settles in Split, it is a special hospital for urologic and surgentdiseases. Web pages offer the whole set of useful online information about thehospital services, and we selected it because of interactive ordering and onlinereservation of medical services.

http://www.salus.hr



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4.5. Faculty of Dental Medicine

The web page of Dental Medicine Faculty gives possibility for the students toregistry a year via web application, also to registry/unregister exam. That processaccelerates registry flexibility, and decreases paper procedure.

http://www.sfzg.hr



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4.6. City of Rijeka

City Rijeka is central town of Primorje – Goranska County. On the web site of CityRijeka it is possible to find information and filling forms for providing services in citygovernment authority.

http://www.rijeka.hr



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4.7. Croatian Employment Service

Basic function of Croatian Employment Service is making employment easierand faster for unemployed and other people. Web page of Institute providesdetailed research of information about free work spaces, companies name, job description, date and expiration of the bidding, and detailed research of unemployed.

www.hzz.hr



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4.8. REGOS – Central insurance register

Central insurance register – REGOS provides via web site electronically filling form „Insurance specification for obligatory pension insurance contribution“(R-Sm form)for entrepreneurs.

http://www.regos.hr



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4.9. Ministry o f the Sea, Tourism, Transport and Development

Evidention of signing-up boat renting service for crew and travelers.

Via Ministry web site, it is possible to registry crew and travelers. That waychart company employees don’t have to go to the nearest office forregistration of crew and travelers. System provides residence registration forforeigners on float chart through Ministry.



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5. Appendix 1: Definition of public services

5.1. Income Taxes

Public services definition:• Income tax declaration is performed by application for income tax declaration.

Research definition:Centralised authority of income tax registration standard procedure gives Taxadministration at the Ministry of Finance.

Stage 0

Tax administration at Ministry of Finance does not have web site and/ orpublicly accessible information on the web site about income tax

declaration.

Stage 1The information necessary to start the procedure to declare income taxes(application) of an employee is available on a publicly accessible websiteof the Tax adminis tration at Ministry of Finance.

Stage 2The publicly accessible web site of the Tax administration at Ministry of Finance, offers the possibility to obtain and download the paper form tostart the procedure to declare income taxes of an employee.

Stage 3

The publicly accessible web site managed by the Tax administration atMinistry of Finance, offers the possibility of an electronic intake with anofficial electronic form to start the procedure to declare income taxes of

an employee.

Stage 4

The publicly accessible web site of the Tax administration at Ministry of Finance, offers the possibility to completely treat the declaration of

income taxes of an employee via the w eb site. No other formal procedureis necessary for the applicant (electronica lly, paperwork).

Figure 9. Income taxes



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5.2. Job Search

Public services definition:Employment office services include:• Registration in HZZ base• Free work place research• Application for foreigners work permit• Application for foreigners business permit• Registration and unregistration

Research definition:

Standard procedure for obtaining employment services is organised by CroatianEmployment Service, i.e. regional departments of Croatian Employment Service:• Services for unemployed include: application in time of unemployment,

vocational guidance, qualifying for scarce professions, season employment andemployment abroad.

• Services for employers include: co financing, employment of Croatian citizens,employment of foreign citizens.

• Services for students and pupils include: services of vocational guidance.• Services for surplus labour include: vocational guidance, employment outside

place of living and training for scarce professions.• Services for employees marked as surplus include: information about care for

surplus labour program.• Services for foreign citizens include: employment in Republic of Croatia.

Stage 0

Croatian employment service (regional departments) does not have website and/ or publicly accessible information on the w eb site aboutemployment services.

Stage 1

The information necessary to start the notification procedure is available

on a publicly accessible website of the Croatian employment service(regional departments).

Stage 2The publicly accessible web site of the Croatian employment service(regional departments) offers the possibility to obtain and download the

paper form for notification.

Stage 3

The publicly accessible web site managed by the Croatian employmentservice (regional departments) offers the possibility to consult databaseswith job offerings.

Although for this service the tender of the European Commission predefined amaximal stage 3, we took into account stage 4. Following the structure of the stagesas defined in the same document by the European Commission and by analogy of the developments in the field of e-commerce, one can define a stage 4 where thecommon public service is fully electronically supplied to the applicant. In this casewe can define stage 4 as:



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Figure 10 . Job search

5.3. Social security benefits

Public services definition:Services of providing social security benefits include:• Insurance registration•

Insurance unregistration• Application for retirement pension• Application for early retirement pension• Application for invalid pension• Application for family pension• Application for children margin right• Application for physical damage remuneration• Application for seniority determination• Application for pension refund• Application for pension refund verification• Application for basic health insurance• Application for insurance changeover• Insurance unregistration• Application for treatment abroad• Application for unemployment refund• Application for school fee right• Application for scholarship right

Research definition:Standard procedure to obtain social security benefits is organized by several stateauthority bodies: Ministry of Science, Education and Sports, Ministry of Health andSocial Welfare, i.e. by Croatian Institute for Health Insurance and Croatian PensionInsurance Institute.

Stage 0

Croatian Pension Insurance Institute (regional departments ), Ministry of Science, Education and Sports, Ministry of Health and Social Welfare i.e.Croatian institute for health insurance do not have web site and/ orpublicly accessible information on the web site about employmentservices.

Stage 1

The information necessary to start the procedure to obtain social benefitsi s available on a publicly accessible website of the Croatian P ensionInsurance Institute (regional departments) Ministry of Science, Educationand Sports, Ministry of Health and Social W elfare i.e. Croatian institute forhealth insurance

Stage 2The publicly accessible web site of the Croatian Pension InsuranceInstitute (regional departments) , Ministry of Science, Education and

Stage 4

The publicly accessible web site of the Croatian employment service(regional departments) offers the possibility of an electronic delivery of

pre-selected jobs related to a given profile of the job searcher.



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Sports, Ministry of Health and Social Welfare i.e. Croatian institute for

health insurance offers the possibility to obtain and download the paperform to obtain social benefits.

Stage 3

The publicly accessible web site managed by the Croatian Pension

Insurance Institute (regional departments), Ministry of Science,Education and Sports, Ministry of Health and Social Welfare i.e. Croatianinstitute for health insurance offers the possibility of an electronic intakewith an official electronic form to start the procedure to obtain social

benefits.

Stage 4Web pages via Croatian Pension Insurance Institute, Ministry of Science,Croatian Employment Service offer processing and electronicallyresolution as standard procedure of social contribution.

Figure 11 . Social security benefits

5.4. Personal documents

Public services definition:Issuing of personal documents includes:• Application for Identity card• Application for Identity card for foreigners• Passport• Driving license• Non – conviction verification

Research definition:Standard procedure of issuing personal documents is organized by Policeadministrations in counties under authority of Ministry of the Interior.

Stage 0

Police administrations do not have web site and/ or publicly accessibleinformation on the web site about personal documents.

Stage 1

The information necessary to start the procedure to obtain an identity

card, passport and drivers licence is available on a publicly accessiblewebsite of the P olice administrations.

Stage 2

The publicly accessible web site of the Police administrations offers thepossibility to obtain and download the paper form to obtain an identitycard, passport and drivers licence.

Stage 3

The publicly accessible web site managed by the Police administrationsoffers the possibility of an electronic intake with an official electronicform to start the procedure to obtain an identity card, passport anddrivers licence.

Stage 4 NOT APPLICABLE



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Figure 12. Personal documents

5.5. Car registration

Public services definition:Registration of a (new, used, imported) vehicle includes these services:• First registration• Prolongation of registration• Car cancellation• Change of owner• Temporary license plates• Registration card disappearance• New registration card

Research definition:Standard vehicle registration procedure (new, used, and imported) is organized byPolice administrations in counties under authority of Ministry of the Interior.

Stage 0 Police administrations do not have web site and/ or publicly accessibleinformation on the w eb site about car registration services.

Stage 1

The information necessary to start the procedure to register a new, usedor imported car (application) is available on a publicly accessible websiteof the Police administrations.

Stage 2

The publicly accessible web site of the Police administrations offers thepossibility to obtain and download the paper form to start the procedureto register a new , used or imported car.

Stage 3

The publicly accessible web site managed by the Police administrationsoffers the possibility of an electronic intake with an official electronicform to start the procedure to register a new , used or imported car.

Stage 4

The publicly accessible web site of the Police administrations offers the

possibility to completely treat the registration of new, used or importedcar via the web site. No other formal procedure is necessary for theapplicant (electronically, paperwork)

Figure 13. Car registration



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5.6. Building Permit

Public services definition:Issuing of building permit includes these services:• Location Permit• Evidence of property• Evidence of aright for building on a specific parcel• Area plan certificate• Land registry


Standard procedure of issuing building permit is organized by Municipality Courtsand city or municipality administration bodies in cities and municipalitiesauthorised for construction affairs.Exceptionally, Ministry of Environmental Protection, Physical Planning andConstruction is authorised for this service.Requirements for obtaining location permit: old location permit, concept solution,cadastre plan copy, ownership document, deeds.Evidence of aright for building on a specific parcel is obtaining in Land RegisterDepartment of Municipality Court.

Stage 0

Ministry of Env ironmental Protection, Physical P lanning and Construction,

Municipality courts, city and municipality administration do not have website and/ or publicly accessible information on the w eb site about gettingbuilding permission.

Stage 1

The information necessary to start the procedure to obtain building or

renovation permission (application) is available on a publicly accessiblewebsite of the Ministry of Environmental Protection, Physical Planningand Construction, Municipality courts, city and municipalityadministration.

Stage 2

The publicly accessible web site of the Ministry of EnvironmentalProtection, Physical Planning and Construction, Municipality courts, cityand municipality administration offers the possibility to obtain anddownload the paper form to start the procedure to obtain building orrenovation permission.

Stage 3

The publicly accessible web site managed by the Ministry of Environmental Protection, Physical Planning and Construction,

Municipality courts, city and municipality adm inistration offers thepossibility of an electronic intake with an official electronic form to startthe procedure to obtain building or renovation permission.

Stage 4

The publicly accessible web site of the Ministry of EnvironmentalProtection, Physical Planning and Construction, Municipality courts, cityand municipality admin istration offers the possibility to completely treat abuilding or renovation permission via the web site. No other formalprocedure is necessary for the applicant (electronically , paperw ork)

Figure 14. Building permit



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5.7. Declaration to the Po lice

Public services definition:Declaration to the Police includes:• Declaration to the police in case of criminal activity

Research definition:Standard procedure of declaration to the police is organized by Policeadministrations in counties and Police stations in cities and municipalities underauthority of the Ministry of the Interior.

Stage 0

Police administrations, police stations do not have web site and/ orpublicly accessible information on the web site about declaration of theft.

Stage 1

The information necessary to start the procedure to make an officialdeclaration of theft of personal goods is available on a publicly accessiblewebsite of the Police administrations, police stations.

Stage 2

The publicly accessible web site of the Police administrations, police

stations offers the possibility to obtain and download the paper form tomake an official declaration of theft of personal goods.

Stage 3

The publicly accessible web site managed by the P olice administrations,

police stations offers the possibility of an electronic intake w ith an officialelectronic form to start the procedure to make an o fficial declaration of theft of personal goods.


Figure 15 . Declaration to the police



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5.8. Public Libraries

Public services definition:Services of public libraries include:• Search of contents/catalogues and access/view into content.

Research definition:Scientific libraries are in authority of the Ministry of Science, Education and Sportswhile access to city libraries is organized by the Ministry of Culture. Public librariesoffer search of contents/catalogues and view of content service.

Stage 0

Ministry of Science, Education and Sports, Ministry of Culture and publiclibraries do not have web site and/ or publicly accessible information onthe w eb site about services of the public libraries.

Stage 1

The information necessary to start the procedure to access in publiclibraries is available on a publicly accessible website of the Ministry of Science, Education and Sports, Education and Sports, Ministry of Cultureand public libraries.

Stage 2

The publicly accessible web site of the M inistry of Science, Education andSports, Education and Sports, Ministry of Culture and public librariesoffers the possibility to consu lt the catalogues of a public library to obtaina specific title.

Stage 3

The publicly accessible web site managed by the Ministry of Science,Education and Sports, Education and Sports, Ministry of Culture and publiclibraries offers the possibility to search for a specific information carrier

(book, CD) of a public library

Although for this service the tender of the European Commission predefined amaximal stage 3, we took into account stage 4. Following the structure of the stagesas defined in the same document by the European Commission and by analogy of the developments in the field of e-commerce, one can define a stage 4 where thecommon public service is fully electronically supplied to the applicant. In this casewe can define stage 4 as:

Stage 4

The publicly accessible web site of the Croatian employment service(regional departments) offers the possibility of an electronic delivery of pre-selected jobs related to a given profile of the job searcher.

Figure 16 . Public libraries



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5.9. Certificates from registry books

Public services definition:Certificates from registry books include:• Birth certificates• Certificate of citizenship• Citizenship unregistration• Marriage certificate• Death certificate


Standard procedure to obtain certificates from registry books is organized byregistry offices in cities and municipalities. Central authority body of Stateadministration for this service is State Administration Office.

Stage 0

City and municipality administration (registry office) do not have w eb siteand/ or publicly accessible information on the web site about certificates.

Stage 1

The information necessary to start the procedure to obtain birth,marriage, death and certificate of nationality is available on a publiclyaccessible website of the City and municipality administration (registryoffice).

Stage 2

The publicly accessible web site of the City and municipalityadministration (registry office) offers the possibility to obtain anddownload the paper form to start the procedure to obtain birth, marriage,death and certificate of nationality.

Stage 3

The publicly accessible web site managed by the City and municipalityadministration (registry office) offers the possibility of an electronicintake with an official electronic form to start the procedure to obtainbirth, marriage, death and certificate of nationality.

Stage 4Not applicable

Figure 17. Certificates from registry books



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5.10. Enrolment in Higher Education

Public services definition:Enrolment into higher education includes:• Enrolment in higher educational institution• Enrolment into higher year• Registration of fall/year repetition

Research definition:Standard procedure to enroll and issue a certification is organized by Institutions of higher education.• Submission of master data - generating of JMBG is conducting during theadmission procedure.• Enrolment to next year of education (enrolment of main subjects, repetition

enrolment of certain subjects).• Year repetition enrolment (repetition enrolment of subjects, repetition of contrast

subjects).• Certification issue requires choosing type of certification and intent of

certification.

Stage 0

Institutions of higher education do not have w eb site and/ or publicly

accessible information on the web site about services of institution of higher education

Stage 1

The information necessary to start the procedure to enroll and edit acertificate is available on a publicly accessible website of the institution of higher education.

Stage 2

The publicly accessible web site of the university or institution of highereducation offers the possibility to obtain and download thedocumentation to enroll and edit a certificate in institution of highereducation.

Stage 3

The publicly accessible web site managed by the institution of highereducation offers the possibility to an electronic intake with an officialelectronic form to start the procedure to enroll and edit a certificate

student.

Stage 4

The publicly accessible web site of the Institution of higher educationoffers the possibility to completely treat the enrolment and editing of certificates via the w eb site. No other formal procedure is necessary forthe applicant (electronically, paperwork)

Figure 18 . Enrolment in higher education



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5.11. Announcement of Moving

Public services definition:Announcement of Moving include:• Notification of residence• Change of residence• Cancellation of residence• Notification of abode• Notification of identity• Change of address for foreigners

Research definition:Standard procedure to create official announcement of moving is organized by Policeoffices in counties.

Stage 0

Police administrations do not have web site and/ or publicly accessibleinformation on the w eb site about announcement of change of residenceand identification.

Stage 1

The information necessary to start the procedure to officially announce a

change of residence and identification is available on a publicly accessiblewebsite of the P olice administrations.

Stage 2

The publicly accessible web s ite of the Police administrations offers the

possibility to obtain and download the paper form to start the procedureto officially announce a change of residence and identification.

Stage 3

The publicly accessible web site managed by the Police administrationsoffers the possibility of an electronic intake with an off icial electronicform to start the procedure to officially announce a change of residenceand identification.


Figure 19 . Announcement of moving



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5.12. Health-related services

Public services definition:Health-related services include:• Interactive consultation of available services• Interactive appointments

Research definition:Standard procedure for interactive consulting of available services and interactiveappointments are organized by Hospitals, i.e. by health centres. The Ministry of Health and Social Welfare has the authority for this service. This service is intendedfor citizens and provided by general medicine doctors or citizens themselves.

Stage 0

Hospitals and health centres do not have web site and/ or publiclyaccessible information on the web site about interactive consultations andinteractive appointments.

Stage 1

The information necessary to start the procedure to make an interactiveconsultation and appointment is available on a publicly accessible websiteof the Hospitals and health centres.

Stage 2

The publicly accessible w eb site of the Hospitals and health centres offersthe possibility to obtain and download the paper form to start the

procedure to obtain interactive consultation and appointment.

Stage 3

The publicly accessible web site managed by the Hospitals and healthcentres offers the possibility of an electronic intake with an official

electronic form to start the procedure to obtain interactive consultationand appointment.

Stage 4

The publicly accessible w eb site of the Hospitals and health centres offersthe possibility to completely treat the demand of an appointment via theweb site. No other formal procedure is necessary for the applicant(electronically, paperwork)

Figure 20 . Health related services



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5.13. Social Contribution for employees

Public services definition:Social Contribution for employees includes:• Health insurance (basic, additional, foreign)• Supplementary health insurance• Foreign health insurance• Pension insurance (basic)

Research definition:Standard procedure to obtain social contribution for employees is organized byCroatian Institute for Health Insurance and Croatian Institute for Pension Insurance.

Stage 0

Croatian institute for health insurance, Croatian Pension InsuranceInstitute does not have web site and/ or publicly accessible informationon the web site about social contributions for employees.

Stage 1

The information necessary to start the procedure to declare socialcontributions for employees is available on a publicly accessible websiteof the Croatian institute for health insurance, Croatian Pension InsuranceInstitute.

Stage 2

The publicly accessible web site of the Croatian institute for healthinsurance, Croatian Pension Insurance Institute offers the possibility toobtain and download the paper form to start the procedure to declaresocial contributions for employees.

Stage 3

The publicly accessible web site managed by the Croatian institute forhealth insurance, Croatian Pension Insurance Institute offers thepossibility of an electronic intake with an official electronic form to startthe procedure to declare social contributions for employees.

Stage 4

The publicly accessible web site managed by the Croatian institute forhealth insurance, Croatian Pension Insurance Institute offers thepossibility of an electronic intake with an official electronic form to startthe procedure to declare social contributions for employees.

Figure 21. Social contribution for employees



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5.14. Corporate Tax

Public services definition:• Income tax declaration is performed by application for corporate tax declaration.

Research definition:Tax administration at the Ministry of Finance is authorised for this service at thelevel of State authority bodies.

Stage 0

Tax administrations at Ministry of Finance does not have web site and/ orpublicly accessible information on the web site about corporate taxdeclaration.

Stage 1The information necessary to start the procedure to declare corporatetaxes (application) is available on a publicly accessible website of the Taxadministrations at Ministry of Finance.

Stage 2The publicly accessible web site of the Tax administrations at Ministry of Finance, offers the possibility to obtain and download the paper form tostart the procedure to declare corporate taxes.

Stage 3

The publicly accessible web site managed by the Tax administrations atMinistry of Finance, offers the possibility of an electronic intake w ith anofficial electronic form to start the procedure to declare corporate taxes.

Stage 4

The publicly accessible web site of the Tax administrations at Ministry of Finance, offers the possibility to completely treat the declaration of corporate taxes via the web site. No other formal procedure is necessary

for the applicant (electronically, paperwork)

Figure 22 . Corporate tax



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5.14. VAT

Public services definition:• Declaration of VAT is performed by application for Declaration of VAT declaration.

Research definition:Tax administration at the Ministry of Finance is authorised for this service at thelevel of State authority bodies.

Stage 0

Tax administrations at the Ministry of Finance does not have web siteand/ or publicly accessible information on the w eb site about VATdeclaration.

Stage 1

The information necessary to start the procedure to declare VAT

(application) is available on a publicly accessible website of the Taxadministrations at Min istry of Finance, tax administrations by the counties

Stage 2

The publicly accessible web site of the Tax administrations at Ministry of Finance, tax administrations by the counties offers the possibility to

obtain and download the paper form to start the procedure to declareVAT.

Stage 3

The publicly accessible w eb site managed by the Tax administrations atMinistry of Finance, tax administrations by the counties offers thepossibility of an electronic intake with an official electronic form to startthe procedure to declare VAT.

Stage 4

The publicly accessible web site of the Tax administrations at Ministry of

Finance, tax administrations by the counties offers the possibility tocompletely treat the declaration of VAT via the web site. No other formalprocedure is necessary for the applicant (electronically, paperwork)

Figure 23. VAT



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5.15. Company Registration

Public services definition:• Registration of new company into company registry• Trade registry.

Research definition:Standard procedure to register a new company into company registry is organizedby Ministry of Justice and Ministry of Economy, work and Entrepreneurship.

Stage 0Ministry of Justice and Ministry of Economy, work and Entrepreneurshipdoes not have web site and/ or publicly accessible information on the w ebsite about registration of a new company.

Stage 1

The information necessary to start the procedure to register a new

company is available on a publicly accessible website of the Ministry of Justice and Ministry of Economy, work and Entrepreneurship.

Stage 2

The publicly accessible web site of the Ministry of Justice and Ministry of Economy, work and Entrepreneurship offers the possibility to obtain anddownload the paper form to start the procedure to register a newcompany.

Stage 3

The publicly accessible w eb site managed by the by the Ministry of Justice

and Ministry of Economy, work and Entrepreneurship offers the possibilityof an electronic intake with an official electronic form to start theprocedure to register a new company.

Stage 4

The publicly accessible w eb site of the M inistry of Justice and Ministry of

Economy, work and Entrepreneurship offers the possibility to completelytreat the declaration of a new company via the web site. No other formalprocedure is necessary for the applicant (electronically, paperwork)

Figure 24 . Company registration



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5.16. Submission of data to the Statistical Office

Public services definition:Submission of data to the Central Bureau of Statistics includes:§ Submission of businesses§ Submission of subsidiaries

Research definition:Standard procedure to submit company's periodical data is organized by CentralBureau of Statistics.

Stage 0

Central Bureau of Statistics do not have web site and/ or publiclyaccessible information on the web site about submission o f data.

Stage 1The information necessary to start the procedure to submit data of business entity is available on a publicly accessible website of the CentralBureau of Statistics.

Stage 2The publicly accessible web site of the Central Bureau of Statistics offersthe possibility to obtain and download the paper form to start the

procedure to submit data of business entity.

Stage 3

The publicly accessible web site managed by the Central Bureau of Statistics by the offers the possibility of an electronic intake with anofficial electronic form to start the procedure to submit data of business

entity.


Figure 25 . Submission of data to the statistical office



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5.16. Customs Declaration

Public services definition:• Declaration of customs for businesses.

Research definition:Standard procedure to declare customs is organized by Customs administration.Custom declaration service is performed by specific businesses - shipping agents(Public Private Partnership – PPP).

Stage 0

Customs administration does not have web site and/ or publicly accessibleinformation on the w eb site about customs declaration.

Stage 1

The information necessary to start the procedure to declare customs is

available on a publicly accessible website of the Customs administration

Stage 2The publicly accessible web site of the Customs administration offers thepossibility to obtain and download the paper form to start the procedureto declare customs.

Stage 3

The publicly accessible web site managed by the Customs administration

offers the possibility of an electronic intake with an official electronicform to start the procedure declare customs.

Stage 4

The publicly accessible web sites of the offers the Customs administrationpossibility to completely treat the declaration of customs via the web site.No other fo rmal procedure is necessary for the applicant (electronically,paperwork)

Figure 26. Customs declaration



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5.17. Environment-related Permits

Public services definition:• Environment-related permits based on environment-related studies• Location permit• Space planning• Economy activity permission

Research definition:Standard procedure to issue environment-related permits based on environment-related studies for starting business activities that directly reflect environment is

organized by the Ministry of Environmental Protection, Physical Planning andConstruction.

Stage 0

Ministry of Environmental Protection, Physical Planning and Constructiondo not have web site and/ or publicly accessible information on the website about environment related permit (including reporting).

Stage 1

The information necessary to start the procedure to obtain anenvironment- related permit (including reporting) is available on apublicly accessible website of the Ministry of Environmental P rotection,Physical Planning and Construction.

Stage 2

The publicly accessible web site of the Ministry of EnvironmentalProtection, Physical Planning and Construction offers the possibility toobtain and download the paper form to start the procedure to obtain anenvironment- related permit (including reporting).

Stage 3

The publicly accessible web site managed by the Ministry of Environmental Protection, Physical Planning and Construction by theoffers the possibility of an electronic intake with an official electronicform to start the procedure to obtain an environment- related permit(including reporting).

Stage 4

The publicly accessible web site of the Ministry of EnvironmentalProtection, Physical Planning and Construction offers the possibility tocompletely treat the delivery of environment- related permit (includingreporting) via the web site. No other formal procedure is necessary forthe applicant (electronically, paperwork)

Figure 27 . Environment related permits



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5.18. Public Procurement

Public services definition:Public procurement includes:• Insight in public procurement tenders

Research definition:Public procurement office is authorised for executing, inspecting and applying Bill of public procurement and secondary legislation in procurement field, upon whichstandard procedure calls for tendering is assigned.

In accordance to Bill of public procurement (NN 117/01) and advisory regulationsand public procurement records (NN 14/02), content of form is prescribed over

which public procurement announcements have to be declared. Forms are availableon Narodne Novine d.d. web pages (www.nn.hr). Public procurementannouncements are declared in special appendix «Oglasnik javne nabave RepublikeHrvatske», summaries of all announcements declared in appendix are available forInternet users the same day.

Stage 0

Public procurement office does not have web site and/ or publicly

accessible information on the web site about the tender.

Stage 1The information necessary to start the procedure to obtain the tender isavailable on a publicly accessible website of the Public procurementoffice.

Stage 2The publicly accessible web site of the Public procurement office offersthe possibility to obtain and download the paper form to start theprocedure to obtain the tender.

Stage 3The publicl y accessi ble web site managed by the Pub lic procurementoffice by the offers the possibility of an electronic intake w ith an officialelectronic form to start the procedure to tender.

Stage 4

The publicly accessible web site of the Public procurement office offersthe possibility to completely treat the tender via the w eb site. No other

formal procedure is necessary for the applicant (electronically,paperwork)

Figure 28. Public procurement



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5.19. Tourist Services

Public services definition:Tourist services include:• Credit program involvement• Registration/unregistration of tourist• Chart registration• Minimum condition of gastronomy object• gastronomy services in closed type object

Research definition:Standard procedure of financing of family business in area of tourism is organizedby the Ministry of the Sea, Tourism Transport and Development and the Ministry of the Economy, Labour and Entrepreneurship. Service of registering of foreign citizensenables hotels to register foreign citizens on web pages of the police offices incounties.

Stage 0

Ministry of the Sea, Tourism, Transport and Development, Ministry of theEconomy, Labour and Entrepreneurship do not have w eb site and/ or

publicly accessible information on the web site about to urist services .

Stage 1

The information necessary to start the procedure to finance and obtainhotel services is available on a publicly accessible website of the M inistryof the Sea, Tourism, Transport and Development, Ministry of the Economy,Labour and Entrepreneurship.

Stage 2

The publicly accessible web site of the Ministry of the Sea, Tourism,

Transport and Development, Ministry of the Economy, Labour andEntrepreneurship offers the possibility to obtain and download the paperform to start the procedure to finance and obtain hotel services.

Stage 3

The publicly accessible web site managed by the Ministry of the Sea,Tourism, Transport and Development, Ministry of the Economy, Labour

and Entrepreneurship by the offers the possibility of an electronic intakewith an official electronic form to finance and obtain hotel services.

Stage 4

The publicly accessible web site of the Ministry of the Sea, Tourism,Transport and Development, Ministry of the Economy, Labour and

Entrepreneurship offers the possibility to completely treat financing andhotel services via the web site. No other formal procedure is necessary for

the applicant (electronically, paperwork)

Figure 29 . Tourist service



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5.20. Agricultural Services

Public services definition:An agriculture service includes:• Giving agricultural injections• Credit request• Submission of data to the agricultural registry• Veterinary solution request• Application for import product in custom quotas• Submission of data to ecology manufacturing

• Application for ecology product sign solution

Research definition:Standard procedure to obtain agricultural services is organized by the Ministry of Agriculture, Forestry and Water management and the Ministry of Economy, Labourand Entrepreneurship.

Stage 0

Ministry of Agriculture, Forestry and Water management, city andmunicipality administration for agriculture and forestry do not have website and/ or publicly accessible information on the w eb site aboutagricultural services.

Stage 1

The information necessary to start the procedure to finance a familybusiness is available on a publicly accessible website of the Ministry of Agriculture, Forestry and Water management, city and municipalityadministration for agriculture and forestry

Stage 2

The publicly accessible web site of the Ministry of Agriculture, Forestryand Water management, city and municipality administration foragriculture and forestry offers the possibility to obtain and download thepaper form to start the pro cedure to finance a family business.

Stage 3

The publicly accessible web site managed by the Ministry of Agriculture,Forestry and W ater management, city and mun icipality administration foragriculture and forestry offers the possibility of an electronic intake withan official electronic form to finance a family business.

Stage 4

The publicly accessible web site of the Ministry of Agriculture, Forestryand Water management, city and municipality administration foragriculture and forestry offers the possibility to completely treat finance afamily business via the web site. No other formal procedure is necessary

for the applicant (electronically, paperwork)

Figure 30. Agricultural service



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5.21. Cultural Services

Public services definition:Cultural services include:• Tax relief for culture and art• Co financing of cultural projects

Research definition:Standard procedure to obtain cultural services is organized by the Ministry of Culture.

Stage 0

Ministry of Culture do not have web site and/ or publicly accessibleinformation on the w eb site about cultural services.

Stage 1

The information necessary to start the procedure to register, call and co

finance a cultural project is available on a publicly accessible websi te of the Ministry of Culture.

Stage 2The publicly accessible web site of the Ministry of Culture offers thepossibility to obtain and download the paper form to start the procedureto register, call and co finance a cultural project.

Stage 3

The publicly accessible web site managed by the Ministry of Culture by the

offers the possibility of an electronic intake with an official electronicform to reg ister; call and co finance a cultural project.

Stage 4

The publicly accessible web site of the Ministry of Culture offers thepossibility to completely treat register; call and co finance a culturalproject via the web site. No other formal procedure is necessary for theapplicant (electronically, paperwork)

Figure 31. Cultural service



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5.22. State inspection

Public services definition:State inspection services include:• Company control inspection• Import quality product certificate• Pots under pressure certificates• Application request for filming juvenile under 15 years.• Application for employment right• Notification for work execution• Application for construction permission and pots under pressure production• Redistribution of working hours request• Notification for overtime• Year report on injury at work• Death and heavy injury report


Stage 0State inspection does not have web site and/ or publicly accessibleinformation on the web site.

Stage 1The information necessary to start the procedure to register, call and cofinance a cultural pro ject is available on a publicly accessible website of the State inspection.

Stage 2The publicly accessible web site of the State inspection offers thepossibility to obtain and download the paper form to start the procedureto register.

Stage 3The publicly accessible web site managed by the State inspection by theoffers the possibility of an electronic intake with an official electronicform to register.

Stage 4The publicly accessible web site of the State inspection offers thepossibi lity to completely treat register. No other formal procedure isnecessary for the applicant (electronically, paperwork)

Figure 32. State inspection



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6. Appendix 2: Results based on services

6.1 Services to the citizens

Figure 33 . Income tax

Tax Administration office under authority of the Ministry of Finance is authorized fordeclaring income tax, and provides 50% of online availability.

Figure 34 . Croatian employment service

Employment services are available at the Croatian Employment Service and its localoffices in counties. Web pages of Croatian Employment Service provide 44,44% of online availability.

Figure 35 . Social security benefits



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Croatian Employment Service, Croatian Institute for Health Insurance, CroatianPension Insurance Institute and the Ministry of Science, Education and Sportsconduct services of social security benefits, which have reached 44,44% of onlineavailability. Percentage of this service varies in counties because of differentavailability of some sub services (for this service group) on correspondinginstitutions web pages. Varaždin County reached 25% of online availability for theseservices, 5 % more than the last year. More over 7 counties reached 25% onlineavailability this year.

Figure 36. Personal documents

Police offices in counties under authority of the Ministry of Internal Affairs areconducting this service. Police Office of Istria County and the Ministry of InternalAffairs are providing information about service, whose online availability reached66,67%. Primorsko-goranska county and Istria County of enabled 33,33% of onlineavailability on their web pages.

Figure 37. Car registration

Police offices in counties under authority of the Ministry of Internal Affairs areconducting this service. Police office of Istria County and the Ministry of Interiorprovides information about service, and their level of online availability in this caseis 25%. Police offices in other counties do not provide this service on the Internet.



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Figure 38. Building permit

Issuing building permits is conducted by State Administrative Offices in counties andexceptionally by (buildings of traffic and communications, energy buildings, waterand industrial buildings) the Ministry of Environmental Protection, Physical Planningand Construction (Bill of construction NN 175/03). Online availability of this serviceover the Internet in City of Zagreb is highest and scored 50%. This score earned atleast 7 Counties.

Figure 39 . Declaration to the police

County Police Offices under authority of the Ministry of Interior are conducting thisservice. Police Office of Istria County, Vukovarsko-Srijemska County and theMinistry of Interior provide information about service, and their level of online

availability in this case is 33,33%. Other Police offices in counties do not providethis service over the Internet.



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Figure 40 . Public libraries

Public libraries provide service of content search. The highest online availability levelmore than 75% for this service is in 8 Counties. This service reached the highest

percentage of online availability in Republic of Croatia.

Figure 41. Certificates from registry books (birth, death, marriage, citizenship)

Certificates from registry books services provide registry office. Central body for thisservice is Central state administration offices which gives online forms necessary forthis kind of service. That way service has 66,66% of online availability. This servicealso provides ten state administration offices in counties and City Zagreb with33,33%.

Figure 42 . Enrolment in higher education

Institutions of higher education are authorised for these services. The highestpercentage of online availability for this service is in Medimurje County, 50%



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Figure 43 . Announcement of moving

Police Offices in counties under authority of the Ministry of the Interior conduct this

service. The Ministry of the Interior provides information about this service whoselevel of online availability is 53,33%. Police office in Istarska County provides thisservice with online availability of 58,33%, and in Primorsko-goranskoj county policeoffice has online availability of 11,11%

Figure 44 . Health related services

These services which are provided by Hospitals have online availability in fourcounties. The highest level of online availability is in Splitsko-Dalmatinska County,100%.



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6.2 Services to businesses

Figure 45. Social contribution for employees

Croatian Institute for Health Insurance and Croatian Pension Insurance Institute,and their local offices in counties provide this service. It provides 43,75% of availability.

Figure 46 . Corporate tax

Central office of Tax Administration is authorised for corporate tax declaration. TaxAdministration has online availability for this service is 50%.

Figure 47. VAT

Tax Administration is authorized for VAT declaration. Tax Administration has 50% of online availability.



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Figure 48. Registration of a new company

Main body for registration of a new company is Ministry of Justice and Ministry of Economy. By service e.Hitro it provides 25% of availability.

Figure 49 . Submission of data to the Statistical office

Submission of data to the Statistical office is performed by the Statistical offices.This service reached 44,44 % of online availability.

Figure 50. Customs declaration

Services of Customs declaration are conducted in Croatian Customs Administration.For this service, stage 4 of online sophistication is estimated. Availability of thisservice on web page of Customs Administration satisfies estimated level andreaches online availability of 75%.



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Figure 51 . Environment-related permits

Service of issuing Environment-related permits is conducted by the Ministry of Environmental Protection, Physical Planning and Construction. On web page of this

Ministry, it is possible to inform about this service, so the online availability for thisservice is 50%. In Zagrebacka County the online availability for this service is 50%and in Primorsko goranska 25%.

Figure 52. Public procurement

Office for Public Procurement is authorized for the public procurement service. Thisservice is 75% online available on the web pages of “Narodne Novine”.

Figure 53. Tourist services

Providing of tourist services is conducted by the Ministry of the Sea, Tourism,Transportation, Development, and the Ministry of Interior, i.e. counties policeoffices. For this group of services Ministries achieve online availability of 25% andPrimorsko-goranska County of 50%.



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Figure 54. Agricultural services

The Ministry of Agriculture is authorised for providing of agricultural services, andsub services for agriculture and forestry. This group of services provides on the webpage of the Ministry of Agriculture and in Licko-senjska County 50% of online

availability.

Figure 55. Cultural services

Providing of Cultural services is conducted by the Ministry of Culture, which enables25% of online availability to businesses, and Sisacko-moslavacka County 50% of online availability.

Figure 56. State inspection

State inspection provides 25% availability to business subjects.



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7. Sources

Sources used in defining the structure of State authority bodies and public sectorand identification of their web pages:

§ Government of Republic of Croatia: Zakon o sustavu državne uprave (»Narodne novine«, br. 75/93., 92/96., 48/99.,15/00. i 59/01. 199/03)Uredi vlade: http://www.vlada.hr (24.02.2006.)Ministarstva: http://www.vlada.hr (24.02.2006.)Središnji državni uredi: http://www.vlada.hr (24.02.2006.)

Državne upravne organizacije: http://www.vlada.hr (24.02.2006.)Javni sektor: http://www.vlada.hr (24.02.2006.)Uredi državne uprave po županijama: http://www.vlada.hr (24.02.2006.)Lokalna samouprava: http://www.vlada.hr (24.02.2006.)

§ Croatian Employment Service (regional departments) :Statut Hrvatskog zavoda za zapošljavanje (»Narodne novine«, br. 86/03)http://www.hzz.hr (24.02.2006.)

§ Croatian Institute for Health Insurance (regional departments):Statut hrvatskog zavoda za zdravstvenog osiguranje (»Narodne novine«, br. 16/02)

http://www.hzzo-net.hr (24.02.2006.) § Croatian Institute for Pension Insurance ( regional departments):Statut Hrvatskog zavoda za mirovinsko osiguranje (»Narodne novine«, br. 163/98 i86/03)http://www.mirovinsko.hr (24.02.2006.)

§ Customs administration: http://www.carina.hr (24.02.2006.)

§ Tax administration (regional departments): http://www.ijf.hr (24.02.2006.)

§ Police administrations by the counties:Zakon o kaznenom postupku (»Narodne novine«, br. 110/07, 58/99, 112/99,58/02)Zakon o strancima (»Narodne novine«, br. 109/03, 182/04)http://www.mup.hr/ministarstvo (24.02.2006.)

§ Public procurement: Zakon o javnoj nabavi (»Narodne novine«, br. 117/01, 197/03)



______________________________________________________________________________


§ Hospitals:

http://www.hzjz.hr (24.02.2006.)

§ Public libraries: http://nippur.irb.hr (24.02.2006.)

§ Universities: http://www.isvu.hr (24.02.2006.)http://free-os.htnet.hr (24.02.2006.)

§ Cities and municipalities:

http://www.gradovi-opcine-rh.hr (24.02.2006.)§ Agriculture:

Zakona o državnoj potpori u poljoprivredi, ribarstvu i šumarstvu (»Narodne novine«,br. 87/02., 117/03. i 82/04.)Zakona o zaštiti od elementarnih nepogoda (»Narodne novine«, br. 73/97)Dokument «Metodologija za procjenu štete od elementarnih nepogoda»http://www.mps.hr (24.02.2006.)

§ Tourism:Program poticajnih mjera za samozapošljavanje i razvoj malog obiteljskogpoduzetništva u turizmu „Poticaj za uspjeh”

http://www.mmtpr.hr (24.02.2006.)

§ Building permit:Zakon o gradnji (»Narodne novine«, br. 175/03)

§ Courts: Zakonom o podrucjima i sjedištima sudova («Narodne novine», br. 3/94, 100/96,115/97, 131/97, 129/00 i 67/01)Zakonom o podrucjima i sjedištima prekršajnih sudova («Narodne novine», br.36/98)http://www.provosudje.hr (24.02.2006.)



______________________________________________________________________________

8. Additional documentation

¨ List of identified State Authority Bodies and Public Sector Institutions

which do not have web page

¨ List of identified web pages state authority bodies and public sector

institutions.

¨ Average grades of identified web pages of state authority bodies and public

sector institutions, defined by subject of this Study, grouped by services

and counties

¨ Average grades of identified web pages of state authority bodies and public

sector institutions, defined by subject of this Study, grouped by counties

and services

¨ Overview of defined services and theirs authority bodies and public sector

institutions

¨ Structure overview of state authority bodies and public sector institutions

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