D1'5 Highlights from Measurement Practice in Slovakia

1
D1.5 -Highlights from Measurement Practice in
Slovakia

• Miriam Braková, Anton Lavrin
• Technical University of Koice, Slovakia
• anton.lavrin_at_tuke.sk, miriam.braskova_at_gmail.com
• Copenhagen, 24-26.10.2008

2
State of Art

• Actual national concept of public administration
  is based on National Strategy of eGovernment
  (realization part started 2001 2006 under PHARE
  and Structural Funds financial schemes)
• Action plan of eGov services for 2007 2013 is
  closely connected with Operational Programme
  Information Society (OPIS) which is financed
  under Structural Funds (ERDF, Cohesion Fund)
• Action Plan for eGovernment services in the
  framework of OPIS will be specified in 2009 based
  on inputs from Conceptions of Development of
  Information Systems, which are in preparation
  just now in all level of public administration.
• to establish quality assurance system for eGov
  services, there are/will be 3 national tenders
  published
• Methodology for monitoring and assessment of
  user-satisfaction and impact assessment on
  improvement of eGov services,
• Innovation of Information Security Systems and
• Implementation of Standards for Interoperability
  of SW components and systems of eGov.

3
Summary of Available Services

• Umbrella for eGov services is Slovakia is
  represented by national portal www.portal.gov.sk
• National portal is connected with regional
  portals (8 regions in Slovakia), e.g.
  www.vucke.sk and local (cities, towns an villages
  - 2890), e.g. www.kosice.sk
• Together there are around 3000 websites
  allocations and planned final status is around
  3800
• All mentioned portals (websites) are offering
  eGov services as follows (all of them are
  accessible through www.portal.gov.sk)
• citizens income taxes, job search, social
  security services, personal documents,
  application for building permissions, birth and
  marriage certificates, social insurance
• businesses social contribution for employees,
  corporate tax, VAT, registration of a new
  company, public procurement
• Mostly, services are offering forms with passive
  or active status, only few services are fully
  electronic

4
Present Possibilities of Contact with Users
Customers 1/3

• In general, all tree portals offer possibility to
  send requests by users/customers. Requests are
  delivered and processed for all portals in a same
  way
• Portals administrator transfers nearly all
  received requests to the Customers contact point
  (CCP)
• CCP ensures distribution of requests to
  relevant/competent persons, offices and
  outsourced or contracted companies.
• CCP collect answers from competent bodies and
  prepare feedback response for customers (with
  respect to legislation each request has to be
  answered within 8 days from the request delivery
  postal, personal or by e-mail)
• Only very specific questions are processed by
  portals administrator.
• CCP prepared special chapter for the Annual
  Report of the responsible body which is dealing
  with Customer Satisfaction.
• Key problem is that customers requests are
  mainly about information dealing with possibility
  to solve some problem generally. Therefore
  todays requests have not very important impact
  on eGovernment services development or
  improvement.
•  

5
Present Possibilities of Contact with Users
Customers 2/3

• Survey on opinion of Koices citizens on
  municipality services
• Realization in 2007 done by independent NGO
  based on public tender, financed by municipality
• With respect to the survey outcomes the
  webside was redesign (www.kosice.sk )
• It is planned to be done again 2009.

6
Present Possibilities of Contact with Users
Customers 3/3

• Source of Information for citizens is
• regional newspapers 43,3
• city TV - TV Naa 39,0
• city newspaper - Koický Vecer 33,3
• city website www.kosice.sk18,3
• other 8,0
• regional radio 7,7
• from members of regional parliament 1,3
• Preferred way of communication with city
• city newspapers (free, distribution to personal
  mail boxes ) 55,0
• city TV 28,3
• notice boards 10,0
• information on bus stops and in public transport
  vehicles 9,0
• web, e-mails 9,7

• What are you missing on the city webpage?
• actual information about city and its activities
  33,0
• not transparent 19,5
• not enough information 12,5
• long search 7,9
• bad orientation 3,3
• services are missing 3,0
• missing originality 3,0
• city budget for actual period 3,0
• weak visual design 2,0
• out of date, not valid information 2,0
• personal approach of members of parliament 1,5
• average, original solution is missing 9,4
• I consider city website as
• excellent 7,3
• average 17,0
• insufficient 3,0
• I do not visit, no connection 72,7

7
Conclusions

• Nowadays, any specific measurement methodology
  design for all levels of eGovernment services is
  missing (a tender for its development is in
  preparation)
• Each public portal includes a standard contact
  services for customers as sent request
  ,frequent questions section, , phone call
  contact . contact services ensure relevant
  feedback to customers. (however, this
  continuous monitoring of customers issues
  would be in synergy with any methodology dealing
  with customers satisfaction and impact
  measurement)
• Further development and implementation of eGov
  services in Slovakia is behind schedule due to
  delay with OPIS (Operation programme for
  Information Society / ERDF CF) implementation.
  Main reason is change of government but on the
  other side the budget was increased ?
• Increase activity in the field of marketing /
  enlightenment and popularization of eGoverment
  mission and at the same time to make available
  relevant learning and training for citizens and
  businesses

8
Thank you for your attention.