Maribor Pilot: Workshop with public service providers
A workshop on how to improve e-services for citizens and develop a single-entry-point was organized in the framework of development of Maribor pilot with representatives of public infrastructure and service providers. The event was held in Maribor, on 29th March 2018, and was hosted by URBAN INNO partners E-zavod and Municipality of Maribor. Consultation with public service providers (utility, waste management, district heating, waste water, public transport, tourism, graveyards) was organized with 3 goals:
- To show participants the best practices and importance of offering e-services to citizen
- To jointly define objectives of the end-user involvement process which will provide an input for pilot project and Urban innovation action plan
- To jointly define the process of end-user involvement in the improvement of public services (with focus on ICT services).
The findings of the workshop were that all public service providers are offering different e-services for citizens, but their use is rather low. Also, it was concluded that there is no coordination among public service providers at development or implementation of e-services which causes confusion on the side of end-user (each citizen could use more than 10 e-services, each with different entry-point, username, password etc.).
Other conclusions of the consultation were as follows:
- Public service providers should co-ordinate the development and implementation of services to provide more transparent and user-friendly service for citizen – the objective is to create a “single-entry-point” for the citizens where they can access all e-services
- E-services should be upgraded to make them more usable by involving end-users into the process. Target groups of end-users should represent youth, active population and elderly.
- End-users need to be better informed and educated to use e-services on higher scale
- Public service providers will consider setting-up of a club of end-users so they would have permanent contact with end-users
Group of public service providers will continue to meet on regular basis to tackle the above-mentioned issues, the process will be facilitated by URBAN INNO project team.