The inGOV research project endeavors to identify suitable governance models underpinned by Information and Communication Technology (ICT) tools, with the ultimate objective of developing an Integrated Public Service (IPS) that serves the interests of citizens. The primary focus of this IPS for the Region of Thessaly in Greece is to streamline and digitize the procedure for issuing and renewing transportation discount cards for disabled low-income citizens suffering over 67% disability.

Current situation?

Individuals who have a disability rating exceeding 67% are eligible for a complimentary transportation card within their city, as well as a 50% fare reduction for travel throughout the remainder of the country. Annually, these individuals must visit the department of the regional unit where they reside, or alternatively, the closest Citizens’ Service Centre, to provide all essential documentation in support of the issuance or renewal of their card. This process is time-consuming and requires a considerable amount of effort on the part of the applicant. If the submitted documentation is deficient or inaccurate, applicants must repeat the entire procedure.

Main objectives

Our objective is to establish innovative and efficient solutions for public services that provide fast and easily accessible procedures to citizens. In line with this, we aim to create a web page and a mobile application that will facilitate the process of issuing and renewing transportation discount cards for disabled individuals and public servants alike. It is worth noting that the existing non-digital process will continue to run parallel, as some citizens may not be inclined to utilize new technologies.

Stakeholders’ involvement

The selection and active engagement of all parties involved in the project is a critical factor in its development and implementation. We have taken several steps to ensure this, including documenting the requirements, engaging with relevant public servants, and meeting with representatives from institutions and People With Disabilities (PWD) associations to gather necessary information. Additionally, we have contacted individuals from the Ministry of Digital Governance to obtain technical and software data. To facilitate this process, we have conducted several interviews, administered questionnaires, organized meetings, and set up co-design and co-creation workshops.

Project accomplishments

The collaborative involvement of all stakeholders from the outset was crucial in the redesign of this public service. Thus far, the initial versions of the mobile and web applications have been developed in accordance with the requirements of all stakeholders and will be administered by public servants. Additional versions are scheduled for release in the near future. The Ministry of Digital Government’s Interoperability Center (KED) has provided seven web services for testing purposes, which enable applicants to search for the necessary supporting documentation. The entire application is hosted in the Greek government’s Azure Public Cloud of Hybrid G-Cloud. Furthermore, efforts have already been initiated in the governmental and legal fields to ensure a smooth transition to normal operation, as well as to establish the project’s sustainability.