Description of Innovation

The innovation concerns the operation of an online platform for information and digital service of citizens, with which citizens submit electronic requests, which are received and then processed by the competent departments of the Attica Region. Access to digital requests and services can be done via mobile or tablet with the mobile app designed for mobile devices. The process of responding to requests is completed in whole or in part digitally. In addition, the submitted innovation standardizes the procedures of the organization resulting in the best and most direct service for the citizen while it has the ability to activate the digital provision of any service offered by the Attica Region if there are no institutional (main) issues. Initially, the platform was launched from the Department of Informatics and Communications, but for the past 3 years the responsibility has been transferred to the Independent Department of Internet Information and Digital Service. The main immediate result is the remote handling of cases and the speed of service of citizens and businesses that deal with the Attica Region. Citizens are served digitally without requiring their physical presence in the Services of the Region in a period when the special conditions due to the pandemic of COVID19, require it. It is currently fully operational and provides information on more than 500 services, of which more than 200 are provided digitally.

Reasons for Innovation

The reasons for the development of innovation were the following: a) Improvement of the existing process, for more efficient service of the citizen, without queues and the direct assignment of an employee who deals more directly with the citizen's request, because further bureaucracy is avoided. b) The need for coordination of the body, due to the lack of standard procedures, which resulted in many cases to follow different procedures for the same services. The reorganization is in progress with the aim of homogenizing - standardizing all the Administrative acts of the Region. c) Responding to new needs: The mobile application will cover young citizens in a better way. Also, the urgent need for the limited presence of citizens due to a pandemic in a public building is met. d) The development of new processes: The application supports the digital transformation and the digital management of citizens' requests.

Objectives of Innovation

The most important goals of innovation are the following: 1. Reducing bureaucracy 2. Immediate service to citizens 3. Less presence of citizens at the counter 4. Transparency of citizen service procedures 5. Transparency and ensuring of civil servants and citizens 6. Standardization of procedures.

Innovation results

The operation of the digital application has brought quality benefits such as: - Homogenization of services in all Regional Units, - Ability to be served by non-specialized staff, - Acceleration of familiarization of new employees with the object of their work, when it concerns citizen service, - Reduction of errors in service and increase of user satisfaction, - Determination of Required Service Time per Service, - Specialization of staff per input channel of the request. Leads to better customer service: Waiting time is reduced, as citizens do not wait in line for counters. In particular, there is a reduction of at least 10% of service queues in cutting-edge services. Also, the user is informed within 1-2 minutes about the necessary documents for the provision of the service, while before the implementation of the system it took from 10 minutes to 2 working days (reduction of update time at least 400%). Also, for the submission of the application, as well as for the solution of questions, only 10 minutes are required, while before the digitization it took 1 day for the submission and 2 hours for the answer to questions respectively. Citizens receive a receipt of each request (ticketid) and it is transparent when each work was done on the request and by whom. The digital mode can not be copper-plated and e.g. to change the order of requests. The assigning a request to an employee is now done automatically in zero time, while before it required up to 2 working days. This has the effect of reducing the time of the response process but also minimizing errors regarding the data of a case and the employee to whom it is assigned.

The better service through the operation of the digital application has also led to an increase in user satisfaction. Specifically, the results of a survey conducted in 2018 show that 95.5% of users are satisfied with the digital application. Specifically: - 99.3% of users were satisfied with the time it took them to search for information - all users (100%) understood what documents they needed to obtain the service, - 92.8% understood how to submit the request - 91.7% were satisfied with the processing time of the request - 85.5% were satisfied with the way of informing about the operation of the application.

It is currently fully operational and provides information on more than 500 services, of which 220 are digital. Specifically, the total number of services offered in the Citizen's Guide exceeds 500, of which more than 200 are offered digitally (either partially or in full), while in the next two months it is expected that about 40 new digital services will be activated.

With the implementation of the latest decision of the Deputy Regional Head of e-Government, Mrs. Maria Kouri, the total number of digitally provided services of the Attica Region will reach 241 in the near future. The total number of Requests in the system from the beginning of the operation of the application amounts to 26,125, while the answered calls from the call center connected to the application are 98,017.

The process of digitization of all services of the Attica Region is in constant progress. Every year an account of the work of the Directorate (which is responsible exclusively for innovation) is made by the management. There is also a special section that has ruled on the operation of the system with comments. The comments are evaluated by the technical department, which in turn requests changes from the contractor.

Design stage

The innovation was designed by a private company in collaboration with a team from the IT Department of the organization. To this group were added groups of employees (authors) from Directorates of the institution for the drafting of the first standard procedures that would then be uploaded in the Guide. In 2017, the first 20 digital processes were uploaded, while the total of standard processes that were gradually activated within the next year, reached 120. The further development of the system, according to the guidelines of the Deputy Regional Head of e-Government, Ms. Maria Kouri, in combination with the emergence of the pandemic and the digital strategy of the Agency, led to the activation of about 100 new Digital Services last year, to the development of partnerships with other government agencies - such as the Ministry of Digital Government - to develop interoperability structures and improve digital services, solve institutional problems that will allow the digital provision of even more services, the integration and provision of digital services in the region Unified Digital Portal of the State (gov.gr) and in the design for the provision of a special application for mobile phones in 2020 with expected application and availability in 2021.

Experimental Implementation stage

The first 120 service procedures were piloted in four General Directorates of the body: Transport, Public Health, Development and Rural Economy. 1st stage: Writing procedures 2nd stage: Training of Instructors-supervisors 3rd stage Training of employees.

Implementation stage Rules of procedure concerning the system were developed and approved by the organisation's regional council. Also, in the middle of 2018, a new Independent Directorate was established entitled "Independent Directorate of Internet Information and Digital Service" with the aim of the Digital Transformation of the Services of the Region, which also supports the specific system. Around the middle of 2018, the internal regulations were renewed. A new internal Regulation is expected in 2021 to include the latest version of the application, which also includes digital appointments with the services of the Region.

Dissemination stage

At this stage, the innovation is disseminated outside and inside the organization through its presentation in working groups and seminars, the organization's website, the distribution of printed material, its publication on social media and websites as well as the issuance of press releases.

Collaborations

For the development of innovation, cooperation was carried out with other bodies at all stages, up to the implementation. The design was done by private sector partners, while for the experimental and normal implementation of the project, it was necessary to cooperate with the Ministry of Finance to enable authentication through TAXIS. The cooperation used the TAXIS node because it holds data for all citizens who are renewed due to tax information. Through the Unified Digital Portal of the State (gov.gr) of the Ministry of Digital Government, the dissemination of the application was extended through the most competent body of the Greek state, with the integration of all digital services of the Region and the referral of citizens by gov.gr on the specific platform for their service.

Financing and costs

Funding came mainly from national resources and the institution's budget. In terms of labor costs, at least 16 employees are required a) for technical support, b) for the coordination of actions to ensure the correctness of the information provided, the activation of new digital services, the homogenization-standardization of the procedures, noting that the specific actions require the coordination of all the Services of the Region and c) at least 10 employees for the operation of the call center, the recording on the platform and the routing of the citizens' requests to the competent departments, as well as then informing the citizen (call back) about the response of the service.

Challenges and solutions during design, testing and implementation

The most important factors hindering the operation of innovation are the following: 1. The initial confidence of employees and citizens in the implementation was low. This was significantly addressed by the promotion of digital services through presentations, media, internet, press releases, etc. The emergence of the pandemic was crucial as it contributed to the increasing use and wider acceptance of the platform by citizens and businesses. The informative actions continue and in combination with the actions of improvement and enrichment of the digital platform aim at the universal acceptance and use of it by the citizens of Attica who trade with the Region. 2. Many employees and citizens are negative with any change in the traditional way of working (eg on paper or other administrative reasons) 3. Beneficiaries are not digitally trained. 4. Multiple changes in the legislation or the Organization of the body that change or transfer responsibilities from services, which can be addressed with more work and human resources, so that the Guide is informed. 5. Some services do not have the necessary hardware / software, even if it requires Windows 10 and an updated Chrome browser.

Assessment - description of the necessary conditions for the success and sustainability of innovation

The internet tends to replace the traditional way of working. Also, the power that a portable device has in the direct contact of the citizen with the State is great. Of course, the training of the institution's employees should be expanded, but there should also be more employees in the call center to serve the citizens. Finally, citizens' trust in digital processes should increase.

Experiences, thoughts, findings

Today's reality demands the application of e-goverment technologies in all organizations, which makes the development of the application of the Region crucial for the improvement of its operation.

Organization: Attica Region

Level of government: Regional

Policy area: Public Administration

Year: 2017

Type of Innovation: Design and service delivery, Process planning and redesign, Citizen participation, communication and behavior

Innovation Stage: Dissemination

Beneficiaries: General Population, Civil Servants, Public Organizations, Businesses

Number of beneficiaries: 2,350 employees of the Region, Citizens of the Attica basin (approximately 4 million)

Sources of Funding: National Resources, Institutional Budget

URL: www.pattikis.gr/citizen/

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