inGOV pilots: stakeholder interviews and needs elicitation completed

Believing in strong stakeholder engagement, inGOV has partnered with all pilot stakeholders from the start. Stakeholders’ needs elicitation was performed in the form of interviews, conducted physically or online and according to COVID19 measures in each pilot country.

inGOV aims at implementing pilots in four different EU countries, i.e. Malta, Croatia, Greece and Austria, on the following public services:

  • The “Identification of digital household units” (Malta);
  • The “Virtual assistant on City of Bjelovar public services” (Croatia);
  • The “Issuance of disabled citizen’s discount card for public transportation” (Greece);
  • The “Tourism overnight stay tax collection” (Austria).

Overall, 98 stakeholders have been interviewed in all four pilot countries, including 8 policy makers (Malta, Croatia, Greece and Austria), 37 public servants (Malta, Croatia, Greece and Austria), 47 citizens (Croatia and Greece), 3 businesses and 3 business representatives (Austria).

Stakeholders’ responses contributed to the development of usage scenarios for the pilot public services as well as to the determination of user needs and requirements per pilot. Some of the most prominent needs identified in most, if not all pilots, refer to the need for:

  • Reduction of services’ complexity and reduction of workload
  • Services’ digitalisation and minimisation of interactions with government
  • Simple, easy-to-use interfaces that are inclusive for all
  • Secure transactions via authentication and authorisation protocols
  • Interoperability and exchange of data/information among public administrations allowing for personalised services and implementation of the Once Only Principle
  • Formal approaches to IPS coordination at national level
  • Addressing relevant legal barriers
  • Extroverted public administrations performing visibility activities and proactive communications to citizens and businesses

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