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Reengineering of the processes of the road transport department towards a paperless and interactive e-government internet service provider

From EPSA - European Public Sector Award

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The Road Transport Department (RTD) is the competent authority of the Republic of Cyprus for all matters related to road transport. RTD deals with type approval of vehicles, registration, taxes and fees, technical inspections, transport of dangerous goods and public transport. It provides services to a wide range of transport professionals and to the public. In the past, processes could not withstand the burden of the workload and the demands of the changing economic, social and environmental parameters. Thus, the main objective of this project was to adapt the service provision processes and make use of information communication technology, to meet the changing needs and service expectations.

At a more specific level, the objective is to provide the services via the internet using paperless procedures. Thus, the following specific projects were designed and implemented in the last three years. All projects are internet-based applications, automatic, interactive, paperless and distanced operated. However, the use of IT was not the main innovative feature of the project. The central element of innovation was the approach to simplify processes, leading to an increased efficiency, increased business productivity and added value. The RTD’s web applications move away from the typical one-way communication towards an interactive system and place eGovernance within the government practice. Thus, the following specific projects were designed and implemented towards the final objective to become a Road Transport Department offering the following services:

  • Payment and printing of the Annual Circulation Tax (ACT) tag;
  • Registration of vehicles;
  • Vehicle scrapping scheme application;
  • Periodic technical inspection of vehicles process;
  • Information and change of vehicle owner’s data (address etc.);
  • Individual vehicle type approval application and process;
  • Auction for vehicle registration numbers;
  • Reservation/booking for driving test.

In choosing the specific projects to implement first, various parameters were taken into account, such as - selection of web-based applications that can serve the wider public as much as possible (e.g. renewal of ACT); selection of applications / processes / services which can easily be standardised and simplified, to create early victories and wide acceptance; cost / benefit analysis for the target group of the application (complexity of application vs. available knowledge and accessibility of the user to internet and technology).

The project finally led to the elimination of unnecessary work and duplication, and fewer mistakes during the input of data. Whilst achieving better centralised control for the RTD processes, the time needed to complete a process is reduced. Furthermore, an increase in productivity and performance rates could be seen, thus nourishing a better image of RTDs.

Award info
Award category: public service delivery
Award type: submission
Award year: 2009
Project type
Sector: Public administration, modernisation, institutional affairs, reform
Type of activity: new services or new technologies
Keywords: Road transportation, e-Government
Short English description: At a more specific level, the objective is to provide the services via the internet using paperless procedures
Further information
Organisation: Department of Road Transport (RTD)
Other applicants:
Homepage: http://rtd.mcw.gov.cy
Level of government: national level
Size of organisation: >100
Number of people involved:
Country: Cyprus
EU membership: EU member
Language code: en
Start date:
End date:


Reengineering of the processes of the road transport department towards a paperless and interactive e-government internet service provider (33.5142119° N, 117.6960558° W)
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