The project funded by the EU under the National Recovery and Resilience Plan 2021-2026 established a multi-channel platform enabling citizens to get timely information on the use of the e-Citizens system
In addition, a 'Life situations' sub-portal was developed, offering citizens clear and understandable information on the procedures and steps they need to take in different life circumstances, such as buying property, enrolment in school or dealing with administrative issues after the death of a family member.
State Secretary Ivan Crnčec and Director General for the Development for National Information Infrastructure Development and Electronic Services Nikola Modrušan gave their welcome speeches at the conference, while Igor Ljubi, Head of Sector for Electronic Services Development and Project Manager, and Maja Perak from Bulb Technologies Ltd, spoke about the implementation of the project.
State Secretary Ivan Crnčec stressed that the aim of the project was to facilitate citizens' access to public e-services through a single and straightforward user interface.
‘There are numerous providers of electronic public services in Croatia, each of which has its own helpdesk services system. This diversity has often posed a challenge for citizens using different e-services. This project has put in place a system that allows the centralisation and harmonisation of the customer support process, enabling citizens to have a simpler, faster and better user experience', said the State Secretary.
He added that the results of the project improve the way the government communicates with citizens.
'Digital transformation thus ceases to be a technical concept and becomes a real change in the way the government operates - at the service of its citizens. We want to build a digital government that saves time, simplifies procedures and increases trust in institutions', State Secretary Crnčec added.
Director General Nikola Modrušan emphasised the importance of interconnecting public systems and establishing helpdesk service standards.
'The establishment of a one-stop shop is an important step towards consolidating and professionalising helpdesk services in public administration. The system will enable faster and more efficient communication with citizens, but also a more rational management of resources at the level of the entire government system', said the Director General.
Head of Sector for Electronic Services Development and Project Manager Igor Ljubi explained the functionalities and possibilities of the new system.
'A multi-channel platform has been set up to enable communication through various channels - telephone, email, a standard form and chat - and a virtual assistant is available to help citizens find information 24/7. This is a new standard of quality of user experience in digital public administration services', he concluded.
The project team pointed out in particular that the newly established system would contribute to greater transparency and efficiency of the work of the state administration and further improve the e-Citizens portal as a central place for digital communication between citizens and the government.
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