Public Service Consumers (Beneficiaries): General population, 32,000 citizens, of the City of Bjelovar, in particular those with lower levels of computer literacy, lack of access to laptops and computers, but with access to mobile phones. AS-IS: The City of Bjelovar digitally offers a number of PS in addition to those provided on a national level (e-Građani). These include participatory budgeting, e-forms, issues reporting etc. The city has identified 114 processes and digitized 88. All those services, although useful, are disconnected and face usability and accessibility challenges, especially regarding their discoverability and citizens’ limited awareness. Some public services already exist, and there are active discussions and ideation for development and addition of future services. However, they are disparate, require relatively advanced computer literacy skills and shaped in a way that is not inclusive towards the people of lower educational levels, people with accessibility issues and especially older population (which in many cases include people with lower education and accessibility/disability challenges). When they are trying to interact with existing services, each with different interface and requirements, they often give up, ask for help from their relatives and friends or reach out to official helpdesk. This presents an additional friction factor in the delivery of public services and hampers the level of inclusion and usage of those services.