Challenge

Technology brings changes in policy, culture, mind-set, organizational structure and business processes of public institutions. Their roles are changing and institutions need to refine their mission. Furthermore, organizational and legal aspects are often more challenging than the technical implementation. Therefore, setting up a technological solution for government portal is not an end by itself and should be seen in the context of a wider reform program.

While planning and implementing Government portals, One-Stop Shops and Single Windows, it is important to understand that this transformation already entails:

  • Changes in institutional roles;
  • Changes in distribution of revenue from services by clients;
  • Changes in business processes of cooperating institutions.

Our approach

Solutions that satisfy the needs of institutions to retain their autonomy and significance while collaborating with their peers to produce better outcomes for users should be established, including:

  • Governance – defined roles of institutions involved, accountability arrangements, revenues and resources distribution;
  • Organizational culture – named incentives that work against collaboration and those for collaboration for strengthening inter-departmental and inter-organizational cooperation and trust;
  • Policy and legal environment – framework which allows secure but effective data sharing among institutions and protect users in the online environment;
  • Process integration and technology integration – structure for ensuring that all the business processes are compatible with the technology on disposal (interoperability guidelines).

When developing Government Portals, One-Stop Shops and Single Window Services, NRD Companies focus on:

  • Providing easy to understand, up-to-date and comprehensive information for targeted audiences;
  • Reducing the number of visits of Citizens to the Government offices/Departments for acquiring information/ ordering services that are already there in the portal;
  • Reducing administrative burden and service delivery time and costs for the Government and Citizens;
  • Facilitating direct interaction of Citizens with the Government and encourage e-interaction and more efficient communication through the Portal.
  • Boosting positive image of the Government and its respective Departments.