Description of Innovation
The innovation concerns the creation of an electronic platform entitled "i-Agric", which introduces the Ministry of Rural Development and Food (YPAAT) in the provision of "Smart-Proactive Government" services. By introducing this innovation, the Ministry responds to the growing demand for services through mobile devices. Citizens and partners of agricultural production have the opportunity through the mobile app i-Agric to receive services regarding:
-General information (Press releases and announcements of the Ministry and its supervised bodies)
-Personalized information, through registration in selected topics and based on geographical areas throughout the country in order to send updates in the form of notifications.
-Personalized service, through the submission of requests for service and counseling, using the possibilities of providing photographic material and geographical location and receiving replies in the personal repository of the citizen. This service is provided through the use of OAuth-2 User Interoperability and Authentication Services (TAXISnet).
-Proactive service, through the interconnection of the i-Agric platform- with back-office systems of the Ministry and its supervised bodies, so that the farmer receives updated information about payment of aids and compensations, relevant to his already submitted applications. The i-Agric platform was developed in the infrastructure of the mobile app of a software company, which provides the service in the form of a “white label” to the Ministry. The design and development of the services was accomplished with the cooperation of the e-Government Directorate. The service is currently productive in its first edition.
Reasons for the development of Innovation
Key reasons for the development of innovation are:
1) The remote information and service of the citizen for events or for his transactions with the Ministry of Regional Development and Infrastructure, both in the part of the individualized and personalized, but also proactive information and service. This is achieved through the interoperability of the Ministry Registers with the i-Agric platform.
2) The reduction of the effects of catastrophic events for the agricultural production (weather, diseases, drought, etc.) and the creation of a preventive problem management platform, achieved by the timely and valid information of agricultural production actors, through digitization of the agricultural warnings issued the Ministry of Regional Development in the platform environment.
Objectives of Innovation
The main goals of the innovation are:
- The timely information of the farmers,
Reduction of time for submitting requests for farmers’ service,
- Improvement of the application process by adding elements such as photos and geographical reference,
- Proactive information of farmers on phenomena that threaten agricultural production,
- Effective service of farmers through the data interconnection of the registers and systems of the Ministry and its supervised bodies, with the personalized service environment of the farmer.
- Reduction of bureaucracy with the use of "Smart proactive government services", so that the service of the farmer is achieved without submitting applications or supporting documents, for categories of issues that the Ministry of Regional Development and its agencies can provide information and data to the farmer in advance.
The services’ quality improvement, in terms of accessibility, was achieved by adding a communication and service channel (mobile channel) which resulted in an increase of 30% of the service channels. At the users’ level, it is estimated that, gradually within the next three years 50% of the transactions with the Ministry of Regional Development will be completed through the i-Agric platform. It is also important to note, that the addition of this new channel has cut the service times, providing automated general as well as personalized services.
The user gets also increasingly familiar with the other transactions as well, as the submission time of special type service requests (with the addition of photos and geographical location) and their response has been reduced, as the additional channel (mobile) has been fully integrated in the backbone of the service management of the Ministry of Regional Development and Infrastructure and the requests flow with rules and SLA (Service Level Agreements) to the service units.
Innovation is in the process of spreading
The analysis of the problem was carried out by a team of 4 employees of Section 2, e-Government Support Services of the e-Government Directorate (DILED) of the Ministry, in collaboration with specialized executives of a software company in the framework of upgrading the IT structure of the Ministry. The funding process was implemented in the context of the operation of the department, along with an existing IT support contract of the Ministry. The team evaluated the mobile app platform developed by the company and designed business flows that utilize multi-channel citizen service with a focus on adapting the system to farmer service.
The inspiration source for developing this innovation was the successful operation of the 1540 Farmers’ Service Center in combination with the possibility of adding new service channels which is expected to increase a farmers’ part satisfaction and minimize the costs of the services provided.
Τhe planning of the innovation, was carried out by the team which recorded the basic needs and the initial services that could be offered to the farmers with interoperability services by the existing IT infrastructure of the Ministry.
The i-Agric platform was originally designed to provide services to producers - farmers and citizens for the issues under the Ministry’s jurisdiction. The interoperability capabilities however, led the working group to include also data of the supervised entities. Subsequently, the supervised entities were informed about the data disclosure actions in which they can participate and modified their existing infrastructure, while the basic i-agric platform was modified to receive data from the supervised entities of the Ministry.
The i-Agric application has been implemented with the adaptation and appropriate configuration of the mobile app platform developed by the private software company and provided in the form of “white label” (utilization of the same logo). The team of the Ministry that participated in all the stages of planning and development worked also on the implementation of the innovation. The team of the Ministry collaborated with the staff of DILED (Directorate of e-Government of GIS) to adapt existing systems to the new framework of information and service. It also collaborated with the employees of the supervised bodies for the utilization of the data through development of data interoperability services useful in the proactive information of the farmers.
The dissemination of innovation is carried out at the Ministry through the use of internal communication network, with presentations, distribution of printed material and information – memos and seminars. Also, to organizations outside the public organization by distributing printed material (brochures, etc.), the website of the organization, through activities of the Press Office, conferences, events, workshops, presentations and seminars.
The innovation was developed with the parallel operation of the main team of the Ministry at three levels: First, internally for the information and integration of capabilities from existing IT systems of the Ministry, within the jurisdictions of DILED and the General Directorate of Administrative Services and e-Government. At the second level, the team of the Ministry collaborated with the supervised bodies, especially with their respective IT Departments, for the enrichment of the initial parameters and data of the application.
The cooperation with the software company was in the framework of an existing contract for the provision of technical and scientific support for the IT infrastructure of the Ministry of Regional Development. The software company assisted with the configuration of the ready mobile app platform as part of the overall multi-channel citizen service solution available to the Ministry of Regional Development and Infrastructure, which already provided information and services through Call Center and Web applications. The Ministry collaborated with two companies for the promotion: the first designed and printed a poster and the other sent SMS promotion-messages to farmers' mobile phones.
Financing and cost
During the development of the innovation, 4 employees of the e-Government Department of the Ministry of Regional Development were employed, while the operation of the innovation requires the work of an estimated 100 agronomists - veterinarians, etc., 2 hours per month, 10 administrative employees for about 5 hours per month and 5 employees of DILED 5 for 10 hours per month.
Challenges and solutions during design, testing and implementation
Newer versions of mobile OPs, under certain conditions, cause malfunctions in parts of the application on some mobile devices. The solution to the problem consists in the continuous control of the application in the new versions and the immediate development of new versions in order to deal with any operational problems caused by the new version.
Assessment - description of the necessary conditions for success and sustainability of innovation
For the sustainability of the innovation, the adoption of the new model of service provision by the services of the Ministry and the continuous integration of new functions and services in the i-Agric platform is necessary . In addition, a staffing plan is necessary for frequently updated content, relevant to the farmer's choices and qualitatively useful in the execution of his work.
Experiences, thoughts, findings
An important part of the findings and lessons learned from the implementation of innovation is the certainty of transforming public administration services into a proactive model in the direction of smart governance. This presupposes the production of smart services, utilizing modern technological means to provide proactive service, which drastically reduces costs and at the same time increases the value of services.
Agency: Ministry of Rural Development and Food
Level of government: National
Policy area: Public Administration, Economy and Development
Innovation Planning Year: 2020
Type of Innovation: Design and provision of services
Innovation Stage: Dissemination
Beneficiaries: General population - Farmers
Number of beneficiaries: 12,940 users since the beginning of its operation
Sources of Funding: National resources, PDE
Πες μας τη γνώση σου για τη συγκεκριμένη καλή πρακτική! Βοήθησέ μας να βελτιώσουμε αυτήν την δημοσίευση!
Πες μας τη γνώση σου για τη συγκεκριμένη καλή πρακτική!
Βοήθησέ μας να βελτιώσουμε αυτήν την δημοσίευση!