Network of State and Municipal Unified Customer Service Centres
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21 March 2017 - 3rd SKILLS+ Capacity Building Seminar - Riga, Latvia
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Network of State and Municipal Unified Customer Service Centres
- 1. Network of State and Municipal Unified Customer Service Centres Mrs Maija Anspoka Head of One Stop Shop Division, Department of Public Services, Ministry of the Environmental Protection and Regional Development Riga 2017
- 2. Short introduction about the organisation Ministry of Environmental Protection and Regional Development of the Republic of Latvia is responsible for implementing policy in three areas: • environment protection, • regional development, • information and communication technologies. Implementation and coordination of the e-Governance is a broad policy area of the MoEPRD. It includes establishment of one-stop principle for provision of state and local government services and implementation of modern and effective information and communication technologies in the public sector. 2
- 3. The context of the situation in public service delivery 3 Fragmented approach in public service delivery 103 public institutions 947 places ~ 2 million64 589 sq.km
- 4. Concept for Improvement of the Public Service System • In close collaboration with ministries, local governments, NGOs and society. • Adopted by the Cabinet of Ministers on 19th February 2013. • The main aim is to implement accessible public services that are people and business-friendly. 4
- 5. Five Pillars of the Concept 5 Coordination Transparent financing system Unified customer service network ICT use in delivery of public services Unified legislative framework
- 6. Unified legislative framework Four draft legal acts legal base for provisioning of public services; regulation of unified customers service centres. Goals of regulation of unified customers service centres: define types of unified customer service centres; determine service delivery arrangements; provide obligations regarding delivery of public services at unified customer service centres. 6
- 7. Unified customer service network (1) Towards a network of customer service centres: virtual and physical one stop agencies for citizens Pilot project in 2014 Multiple state institutions under one roof Municipalities as agents of government Based on results of the pilot, The Concept for Improvement of the Public Service System was reviewed and approved by Cabinet of Ministers on January 2015 Establishment of customer service centres from 2015 till 2020 7
- 8. 21 centres of regional level Unified customer service network (4) 8 89 centres of district level 9 centres of national level 2015 2016 2017 2018 2019 2020 Costs 42 mil. EUR Benefits 52 mil. EUR 1st step 2nd step
- 9. Unified customer service network (2) Solution for development the unified customer service network 9 89 development centres of district significance 21 development centres of regional significance 9 development centres of national significance
- 10. Unified customer service network (6) Infrastructure of unified customer service centre include: Wi-Fi, computer and work place for clients needs Queue Systems Disability access ramps Unified identity of all centres Services: E-consultants for e-services Reception of public services (both – local and central governments) 10
- 11. Digital tutorOn site provision & Unified Customer Service Centers - point of single contact for municipal and national services 1. Social Insurance 2. Employment 3. Taxes and Revenues 4. Register of Enterprises 5. Rural Support 6. Land Service 7. Citizenship and Migration 8. Labour Inspectorate
- 12. Services – Multichannel delivery & One Stop Shop principle 1. Service at the counter – shared - Progress towards Unified State and Municipal Customer Service Centers. 2. Service available – by digitalization – Self service solutions – eAssistants (Unified Customer Service Centers, Libraries) 3. eAccount & eDelivery – single profile and official digital communication channel with government
- 13. 64 local + 3 regional centers 2020 plan: • 89 Local level • 21 Regional level • 9 National level Implemented: Next steps : Local + 25 (2020); Regional +7 (2017) National +5 (2020) Unified Customer Service Centers The main results achieved
- 14. 71% 2% 8% 7% 2% 10% SSIA registered applications SSIA consultations SRS registered applications SRS consultations Latvija.lv consultations Other consultations Distribution of services delivered (applications and consultations) 14
- 15. Dynamics of the services delivered by the division of registered applications and consultations, month by month. 15 122 442 454 492 524 1287 959 775 438 388 419 658 623 540 570 93 611 1439 1737 2072 2861 2429 2391 2798 2123 2557 2672 3279 3249 3364 Oct.15 Nov.15 Dec.15 Jan.16 Feb.16 Mar.16 Apr.16 May16 June16 July16 Aug.16 Sept.16 Oct.16 Nov.16 Dec.16 Number of registered applications (SSIA) Number of registered applications (SRS) Number of consultations Number of registered applications (SRS and SSIA combined)
- 16. Dynamics of the consultations delivered, month by month 16 13 102 89 117 67 57 44 35 38 35 60 97 73 52 52 1 4 3 1 122 138 178 265 93 45 12 34 10 14 11 14 55 74 59 47 31 35 51 51 35 71 63 60 47 39 10 42 40 32 25 23 30 26 8 14 15 29 16 13 132 1 107 32 15 5 11 5 4 4 8 16 111 189 168 111 18 105 103 142 99 830 587 330 182 147 111 168 143 105 94 Oct.15 Nov.15 Dec.15 Jan.16 Feb.16 Mar.16 Apr.16 May16 June16 July16 Aug.16 Sept.16 Oct.16 Nov.16 Dec.16 the State Social Insurance Agency The Rural Support Service The Office of Citizenship and Migration Affairs Other (the State Employment Agency, Agricultural data centre, Register of Enterprises, The State Land Service) Latvija.lv consultations the State Revenue Service
- 17. Dynamics of the services (aggregate of registered applications and consultations) delivered by the division of the public institutions, month by month 17 95 669 1457 1701 2018 2130 1979 2082 2502 2037 2435 2627 3181 3141 3257 29 149 174 295 220 1618 1081 674 516 268 293 310 314 265 253 0 1000 2000 3000 4000 Oct.15 Nov.15 Dec.15 Jan.16 Feb.16 Mar.16 Apr.16 May16 June16 July16 Aug.16 Sept.16 Oct.16 Nov.16 Dec.16 Number of registered applications and consultations at SSIA Number of registered applications and consultations at SRS Number of latvija.lv consultations Number of other consultations
- 18. Lessons learned 1. Lack of common guidelines and principles leads to wide variations of customer service maturity across public institutions 2. There are champions of best practice, as well as followers and laggers “followers” have well-defined back-office processes, but still lack customer perspective in front-office “laggers” are only at the early stage of process and services definition 3. Important to assign adequate resources and motivation for the involved partners 18
- 19. Expected outcomes 19 Reduced administrative burdens Reinforced efficiency of public administration Improved access to services Enhanced government transparency
- 20. Thank you for your attention!
Editor's Notes
- Open and inclusive governments, enhanced transparency, accountability, access to public sector data – these all are important drivers for public sector modernization. Governments need to master new skills, such as user-centric design of public services, re-engineering of business processes, change management. Above all – governments need to nurture the culture of innovation, encouraging public servants to develop and try out new ideas.
- Ministry of Environmental Protection and Regional Development of the Republic of Latvia (hereinafter MoEPRD) is responsible for implementing policy in three areas - environment protection, regional development as well as information and communication technologies. Implementation and coordination of the e-Governance is a broad policy area of the MoEPRD. It includes establishment of one-stop principle for provision of state and local government services and implementation of modern and effective information and communication technologies in the public sector. Latvia is a sparsely populated country with only 33.6 people per km2. More than 25% of municipalities have population density below 10 people per km2. Total number of population is decreasing and population forecasts show that this tendency will continue in the coming decades. Considering the unfavourable demographic trends and the limited public funding available, provision of services in regions is a significant issue, economy of scale is hard to achieve. The state cannot afford providing equal amount of public services at all levels of settlement. Faced issues: strictly divided provision of state and local government services decline accessibility of public services in rural areas.
- Latvia is a sparsely populated country with only 33.6 people per km2. More than 25% of municipalities have population density below 10 people per km2. Total number of population is decreasing and population forecasts show that this tendency will continue in the coming decades. Considering the unfavourable demographic trends and the limited public funding available, provision of services in regions is a significant issue, economy of scale is hard to achieve. The state cannot afford providing equal amount of public services at all levels of settlement. Faced issues: strictly divided provision of state and local government services decline accessibility of public services in rural areas. Situation with public services delivery since years is complicated – fragmented approach in services delivery, 103 public institutions serve in 947 places. Faced issues: Strictly divided provision of state and local government services Due to economic crises in 2008 decline of accessibility of public services in rural areas Fragmentation/ silos/ mindset Solution: In accordance with Regulations of Cabinet of Ministers State and Local government Unified Customer Services Centres, in addition to local government services have to be provided certain number of most popular «physical» services of state institution and assist to use all e-services:
- Solution: In accordance with Regulations of Cabinet of Ministers State and Local government Unified Customer Services Centres, in addition to local government services have to be provided certain number of most popular «physical» services of state institution and assist to use all e-services. The Cabinet of Ministers has adopted the Concept for Improvement of Public Service System in 19th February, 2013. The Concept is actual and innovative in Latvia, and so far here has not been no single and coordinated system of public service nor a single public service legislation. The Concept for Improvement of Public Service System supports a set of activities that are aimed at customers - citizens, business and other service recipients in the appropriate services and reducing the administrative burden, improving the business environment, providing services in regions and promoting efficient public administration. The main aim is to implement accessible public services that are people and business-friendly.
- The Concept proposes five vectors: elaborate framework or a system of coordinated delivery of public services; creation of a single customer service network; electronisation and optimization of services using information and communications technology; determination of financing and payment policy of public services; arrangement of coordination and control mechanism. Short explanation will follow.
- The existing legal framework for public services is fragmented and the law governing the public service area is dispersed in different regulations. Set up a new regulation which defines principles of delivery public services for all stakeholders. Four legislative acts have been a frame for public services delivery for government institutions and local governments establishes a single legal basis for public services and define principles of delivery for government institutions and local governments. These acts comes into force in the middle of 2017.
- The Cabinet of Ministers has approved an informative report on the implementation of a pilot project of the customer service network in 20th June, 2013. The network of customer service centers shows cooperation with customers, stakeholders, society and includes process and change management for public services. The network includes “one stop shop” principle, reducing duplications of resources and facilitating customer access to public services. The necessity of pilot project was reasonable with demands to identification of the best model of the inter-institutional cooperation providing services, development of services including electronisation and improvement of technical and organizational capacities. The participation in this pilot project is voluntary and ten institutions are taking part. Organisations, involved in above mentioned pilot are the following: 1) The Ministry of Environmental Protection and Regional Development of the Republic of Latvia; 2) The State Environmental Service; 3) Rural Support Service; 4) The Register of Enterprises of the Republic of Latvia; 5) State Revenue service; 6) The State Social Insurance Agency; 7) The State Land Service; 8) Municipality of Auce; 9) Municipality of Riga; 10) Municipality of Roja. Public institutions provide their services on a single physical location, in a single customer service center. According to the results of the project information will be given for the government to decide on a future scenario that covers the entire country and will serve as a modern-day major reform in public service organization. The pilot started in January 2014 for 6 months, and data was collected for choosing the most efficient and effectiveness model for Latvia for creation of a single customer service network. The Concept was developed and approved by the Cabinet of Ministers 10 January 2015.
- Establishing Unified customer service centres on the bases of regional government in 89 development centres of district significance has planned in year 2015 till year 2017. At the same time and till 2018 has planned to establish Unified customer service centres, also on the bases of regional municipalities, in 21 development centers of regional significance. Establishment of nine development cetres of national significance is planned from year 2018 till 2020.
- The Ministry hold a coordinating role and initiate establish of Unified state and local government customer service centers. 89 development centres of district significance plan to provide public services by local customer service specialist on a base of local municipality. In 21 development centres of regional significance - local governments are base for the creation of a single CSC. 9 development centres of national significance has planned to establish a national unified customer service centres
- Infrastructure of unified customer service centre include: Wi-Fi, computer and work place for clients needs Queue Systems Disability access ramps Unified identity of all centres Services will be offered include E-consultants for e-services Reception of public services (both – local and central governments)
- Following agencies taking a share in: The Rural Support Service, The Register of Enterprises of the Republic of Latvia, The State Land Service, The State Employment Agency are delegated local governments to consult about their services using the single state and local government portal www.latvija.lv The State Social Insurance Agency is delegated to serve 14 services; State Revenue service is delegated to serve 3 services
- One of the main strategic directions we are currently working on is transformation of current e-services delivery platform into multi-channel delivery & management platform. Single account for all government interactions via all channels. As in Latvia population distribution of population is uneven, we look on Digital services one of the main ways to guarantee availability of public services as close as possible to citizen – no matter with or without developed digital skills. For most advanced users convenient self service solutions are implemented, and for less digitally advanced citizens Assistance to use digital services will be provided as close as possible to home (certainly closer than Service Centers of institutions) Assistance will be provided by specially trained employees of Unified State and municiapal Customer Centre employees and consultants in Public libraries.
- In accordance with Decree of Cabinet of Ministers (January 2015) on voluntary base/ multilateral negotiations step-by-step a the Network of State and Municipal Unified Customer Service Centers: were be established: from year 2015 to 2017, at local municipalities (smallest municipalities) 69 centres was established; at regional municipalities (middle sized cities) 3 centres works from June 2016 till December 2016; now we are planning to establish till the end of 2017 seven centres No centres at national level municipalities (largest cities) till now, but municipalities plans to establish these centres till 2020. Latvia came out with a new approach by eliminating borders in delivery and access of public services by setting up the Network of State and Municipal Unified Customer Service Centers: at 89 local municipalities (smallest municipalities) from year 2015 to 2017, 56 centres works from September 2015 till December 2016; at 21 regional municipalities (middle sized cities) from 2015 till 2018, 3 centres works from June 2016 till December 2016; at 9 national level municipalities (largest cities) from 2018 to 2020. The Concept for Improvement of the Public Service System was reviewed and approved by Cabinet of Ministers on January 2015. Most important: Innovative approach of an implementation of the “one stop shop” principle significant change of inter-institutional and inter-governmental cooperation by minimizing distinction between services provided by local governments or state institutions, as well as paying significant attention to development of e-skills and fostering a positive attitude toward self–service. A particular innovation is voluntary involvement of local governments to provide most popular “physical/on-site” state institution services. Centres use existing infrastructure/ assets and human resources of local governments. ortant is to provide accessibility to services at local level Latvia came out with a new approach by eliminating borders in delivery and access of public services by setting up the Network of State and Municipal Unified Customer Service Centers: at 89 local municipalities (smallest municipalities) from year 2015 to 2017, 56 centres works from September 2015 till December 2016; at 21 regional municipalities (middle sized cities) from 2015 till 2018, 3 centres works from June 2016 till December 2016; at 9 national level municipalities (largest cities) from 2018 to 2020. The Concept for Improvement of the Public Service System was reviewed and approved by Cabinet of Ministers on January 2015.
- There had been 42 366 registered applications and consultations provided in one-stop shops of public institutions in the period from September 2015 to December 2016, when one-stop shop network exists. 80% of all services by the division of registered applications and consultations had been registered applications in the State Social Insurance Agency (hereinafter, SSIA) and in the State Revenue Service (hereinafter, SRS) (accordingly 72% and 8%), but 20% - consultations (9% - consultations in various public institutions The Rural Support Service, The Office of Citizenship and Migration Affairs, the State Employment Agency, Agricultural data centre, Register of Enterprises, The State Land Service; 7% - SRS consultations and 2% - SSIA consultations and Latvija.lv consultations) (see Graph 1, orange – SSIA applications, yellow – SRS applications, grey - consultations). 74% of all services by the division of public institutions (combining SSIA and SRS registered applications with consultations) had been SSIA services, but 15% - SRS services. Other consultations had been 9%, but Latvija.lv consultations – 2% (see Graph 1 as well).
- Dynamics of registered applications in SSIA and SRS combined shows peak rates in March 2016 and June 2016 as well as constant increase starting from July 2016 and reaching maximum levels at last 3 months – more than 3200 registered applications monthly. While dynamics of registered applications in SSIA shows peak rates in June 2016, September 2016 and reaching maximum levels at last 3 months (see Graph 2). Highest rates of consultations (see Graphs 2 and 3) in March-May period is due to SRS consultations and The Rural Support Service consultations. There are relatively high rates of consultations for Latvija.lv e-services platform during last 4 months (from September to December 2016) (see Graph 3).
- Highest rates of consultations (see Graphs 2 and 3) in March-May period is due to SRS consultations and The Rural Support Service consultations. There are relatively high rates of consultations for Latvija.lv e-services platform during last 4 months (from September to December 2016) (see Graph 3).
- Number of SSIA services delivered (predominantly registered applications (91% from SSIA services)) are constantly rising till March 2016, June 2016 and end of the Year 2016 (see graph 4). Number of SRS combined services delivered (registered applications as well as complementary consultations) shows highest rates at March 2016 due to submission of the Annual income declaration, where . Other consultations and Latvija.lv consultations has relatively stable changes in numbers.
- There is no need of the new institution to run the network or significant investments; it is driven by multi stakeholder cooperation approach, as well as changes in mind-set of decision makers by realising the need of breaking silos among different public bodies. Reorganisation of delivery of public services in Latvia makes contribution to the development of public service system, thereby reducing administrative burdens, improving the business environment, ensuring availability of services in the regions and promoting more efficient public administration. Lessons to learn: One of the most valuable outcome of this initiative is changes in cooperation, as well as changes in mind-set of the decision makers by realising the need of breaking silos among different public bodies. Therefore, the role of leaders – national or local government level were very important by co-designing and taking decisions to implement multi-channel, multi government, interdisciplinary and interoperable approach towards the needs of clients and in the same time being efficient from the point of using of public funds. Leadership is necessary characteristic for such kind of changes in public services delivery.