If you are referring to the State-citizen relationship, you are referring to the Information Society. The Information Society is an ally of both citizens and businesses in their dealings with public services. Transactions with the State within an Information Society are easier and faster, via a PC at home or work or via the Citizen Service Centres (CSC).
|Ariadne: "Citizen service and information provision system"|
|Communication and interactive services|
|Benefits for the citizen|
|Benefits for public administration|
|Ariadne: "Citizen service and information provision system"
One of the most important InfoSoc Operational Programme projects relating to citizen services is the Ariadne Project. It seeks to improve communication and the quality of services received by citizens from public sector organisations in Greece while building a partnership between public administration and local government since it is being implemented via a mixture of central and decentralised actions.
In other words, it is a cohesive set of actions including an online Guide for Citizens, the 1564 call centre, the Asteria programme, the creation of one-stop-shops, the digitisation of forms, and simplification of administrative procedures, etc.
This specific project limits the need for citizens to actually visit public services since CSCs are transformed into the sole point of contact between State and citizen for all administrative affairs.
The total project budget, in other words the cost of developing and operating the central network site, CSC infrastructure equipment and support for pilot roll-out of the CSCs is € 90.6 million.
The implementing agency for the project is the Ministry of the Interior, Public Administration and Decentralisation and the ERDF provides 75% co-financing.
The aim is that all citizens, particularly those located far from administrative centres, will have fully up-to-date information about the applicable procedures for specific services and will be able to receive a large part of those services.
At the same time, the aim is that citizens dealings with the State are made easier with fewer trips, utilising the potential afforded by new ICT.
Nonetheless, even citizens not familiar with such technologies are not excluded since they are given the opportunity to use them via public access structures and to obtain service over the phone or via face-to-face contact.
A key function of the Ariadne programme is to organise, renew and enrich public information currently available in digital format to allow it to be classified in network-enabled databases accessible via the internet. Administrative information and data (e.g. digitised forms) is accessible to citizens in the following ways:
- via phone
- via the internet
- via Citizen Service Centres
Ariadne Offices – Citizen Service Centres (CSCs) are located in municipalities and prefectures throughout the country. In addition to being citizen service points, CSCs are also access points to the internet for the public.
This is achieved by:
- Collecting, organising, digitising and processing public information and uploading it to the central website and by designing and implementing an administrative information and forms database (prepared by a specific team). To date more than 2,000 procedures have been collected, evaluated and digitised, 900 of which have been confirmed by Joint Ministerial Decision are are now handled by CSCs.
- Providing integrated services that operate round the clock via a citizen call centre (1564) which to date has handled more than 4.5 million calls.
- Providing integrated services to develop and run a central website for citizens which includes:
Installing, running and supporting the central information node which will contain all information which is available for the public’s needs.
Creating and running a central website from which it will be possible to search for information via the internet.
Implementing, running and maintaining a central website search engine.
Installing, operating and supporting a hub which will provide email services.
Installing and running virtual private network interconnection between CSCs.
Coordinating, briefing and training staff at CSCs - technical support and a Help Desk which answers over 4,000 calls per month.
A Public Administration Internet Portal http://www.kep.gov.gr, visited over 9,000,000 times each month.
A virtual private network interconnecting CSCs. To date 1,014 Citizen Service Centres have been included in the network.
Using the potential provided by new ICT citizens can obtain administrative information and data in four ways:
Primarily available via the http://www.kep.gov.gr portal where citizens can obtain updated supporting document lists (list of supporting documents required) per category of request for licenses, certificates and allowances. Links to other public sector portals (Ministries, IKA, OGA, Local Government Authorities, etc.).
|Communication and interactive services
These are ensured via email services where citizens can submit queries and receive replies and via FAQ on the hub. Furthermore citizens can obtain digitised forms needed for their applications (application forms for driving licences, marriage certificate application forms, etc.).
These are provided by online submission of applications by citizens for various issues of concern to them (not only can they download the forms from the internet but they can also send to online without leaving their home or office).
These are primarily provided by citizens filling out their applications at CSCs without needing to visit the relevant public service/services. In other words the application is processed by the CSC which contacts the relevant services online. The citizen is not directly involved in this process.
Characteristic examples of such services are copies of insurance and tax clearance forms which citizens can obtain directly by applying to a CSC of their choice without visiting public services.
It is clear that the results of this project relate not only to better operation of the public administration but also benefit citizens and businesses.
|Benefits for the citizen
- Improved quality of information for citizens.
- Equal access by citizens to information and services at local, prefectural and central level.
- Provision of a large and complex volume of information in a friendly manner.
- Access to multiple services via a single access point.
- Online transactions with local authorities.
- Cash savings from trips which are no longer necessary.
- Rapid, quality service.Βελτιωμένη ποιότητα πληροφοριών για τους πολίτες.
|Benefits for public administration
- Ability to serve a large number of users simultaneously.
- Public monies saved using cheaper means of citizen access and service (compared to the current system which requires maintenance and staffing of a large number of call centres).
- Online communication and immediate exchange of information between public administration services (Ministry of the Interior central services, Local Government Authorities, CSCs, other ministries, prefectures, etc.).