Better customer service by cooperation between national and local governments Latvia Edmunds Beļskis Deputy State Secretary, Ministry of Environmental Protection and Regional Development 15/05/2017

Facts about Digital Latvia Fast and accessible internet – 6th the fastest internet in the world; – 4th lower priced high-speed internet in the EU; – Wide covering of free Wi-Fi network. Active users of e-opportunities – 75% use internet at least once a week; – 5th place in the EU – news reading; – 6th place in the EU – internet banking users (81%). Digital access right – State, municipal and public utility services. 4/27/2017

Short introduction about the organisation Ministry of Environmental Protection and Regional Development Environment protection Regional development ICT 4/27/2017

Public service delivery in Latvia Fragmented approach in public service delivery: – 103 public institutions – 947 places 64 589 sq.km ~ 2 million 4/27/2017

Unified customer service network (1) Towards a network of customer service centres: virtual and physical one stop agencies for citizens: – Pilot project in 2014; – Multiple state institutions under one roof; – Municipalities as agents of government. Based on results of the pilot, The Concept for Improvement of the Public Service System was reviewed and approved by Cabinet of Ministers on January 2015. – Establishment of customer service centres from 2015 till 2020. 4/27/2017

Unified customer service network (2) Solution for development the unified customer service network: 89 development centres of district significance 21 development centres of regional significance 9 development centres of national significance 4/27/2017

Services – Multichannel delivery & One Stop Shop principle 1. Service at the counter – shared – Progress towards Unified State and Municipal Customer Service Centres. 2. Service available – by digitalisation Self service solutions; eAssistants (Unified Customer Service Centres, Libraries). 3. eAccount & eDelivery – single profile and official digital communication channel with government. 4/27/2017

The main results achieved Implemented: – 69 local centres and – 7 regional centres 4/27/2017

Lessons learned & Expected outcomes Lack of common guidelines and principles leads to wide variations of customer service maturity across public institutions There are champions of best practice, as well as followers and laggers Reduced administrative burdens Reinforced efficiency of public administration Improved access to services Enhanced government transparency 4/27/2017

Thank You! Edmunds Beļskis Edmunds.Belskis@varam.gov.lv www.varam/gov/lv/eng