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Point of single contact hesse

From EPSA - European Public Sector Award

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Entrepreneurs, service providers and citizens can contact the competent authority for their concerns by using an internet platform. A concern can be for example the registration of a new business or an application for a restaurant licence. Originally the platform was developed for the implementation of the European Services Directive by the regional councils of Hesse. But the potential of the platform goes far beyond the very implementation of the requirements of the directive. Complete electronic end-to-end processes by using an electronic interface which connects the platform to all competent authorities in the federal state of Hesse can be or are already implemented.

Generally the applicants, especially the applicants from other European countries, do not know about the country-specific administrative procedures. On the platform, the applicants do not need to know what kind of applications they need to present and which the competent authorities for different applications are. The platform offers the applicants a dynamic questionnaire which identifies the relevant applications including the corresponding documents and forms as well as the competent authorities. During the application process, the applicants can contact the point of single contact in case of questions or problems. The point of single contact can also support the applicants during the application process. Competent authorities are also registered on the platform (if they do not use an electronic interface), so all parties are working and communicating on one platform.

At the moment the project is implementing a registration for applicants by using the new German identity card; with this card it will also be possible to sign official documents, which must be in written form. Therefore, a completely new product was developed in cooperation with two other companies, the so called ‘ad hoc-certificates’. If a signature is required for a legal document, applicants can download a certificate – via a secure tunnel – on their ID card and sign documents or forms right before they want to submit their application to the point of single contact and the competent authority. Applicants do not have to leave the platform; the process of signature is directly implemented in the application process.

Due to communication through an electronic interface, processes can be handled completely electronically. Without an electronic interface, the competent authorities have to work in several different systems: one to consider an application and another to transfer the application data manually in their own systems. An electronic interface achieves enormous time saving and assures the quality of the application data. The possibility of using the qualified digital signature directly during the application process allows the handling of the whole process without changing from one medium (e.g. online platform) to another (e.g. paper). Thereby high potential savings arise on the side of the public administration. Application processing time is reduced whilst maintaining the same or higher quality – to the benefit of citizens and entrepreneurs.

Award info
Award category: smart public service delivery
Award type: submission
Award year: 2011
Project type
Sector: Public administration, modernisation, institutional affairs, reform
Type of activity:
Keywords: Service-oriented eGovernment, networking via electronic interfaces
Short English description: At the moment the project is implementing a registration for applicants by using the new German identity card; with this card it will also be possible to sign official documents, which must be in written form.
Further information
Organisation: Regional Councils of Hesse
Other applicants:
Homepage: http://www.eah.hessen.de; http://www.dienstleistungsplattformhessen.de
Level of government: regional level
Size of organisation: >100
Number of people involved: 11-15
Country: Germany
EU membership: EU member
Language code: en
Start date:
End date:
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Point of single contact hesse (50.588, 8.67697)
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