New solutions to complex challenges - a public sector citizen-centric, sustainable and fit for the future - european or national level

From EPSA - European Public Sector Award

New Solutions to Complex Challenges: European or National level. - EPSA 2019 | Regional Level - EPSA 2019 | Supra-Local and Local Level - EPSA 2019

Award winners

ProjectsCountryOrganisationLevel of governmentSectorShort english description
SIMPLEX+ ProgramPortugalAdministrative Modernization AgencyNational levelcross-sectoralSIMPLEX+ is the Portuguese national simplification and modernization program, which envisages a citizen-centered approach and a strong focus on co-creation to facilitate the citizens and businesses' everyday life and their interaction with the public administration.

Award nominees

ProjectsCountryOrganisationLevel of governmentSectorShort english description
Mission Dementia - Knowledge in communicating with persons with dementia - an internet based learning program for police officers in AustriaAustriaAustrian Federal Ministry of the InteriorNational levelcross-sectoralPolice officers are very often the first group who gets in contact with persons suffering from dementia in a situation of crisis. The knowledge and competence of police officers in dealing with persons with dementia are added value for society. To give police officers action security in dealing with persons with dementia and their caregivers and families in a situation of crisis, an interactive e-learning tool (online-training), especially customized for police officers, was created and implemented.
ISupportNetherlandsHague Conference on Private International LawEU institutionscross-sectoralAn international legislative framework was adopted and reinforced in the 2000s in order to facilitate the recovery of child support in cross-border cases. However, obstacles pertaining to distance, language and exchange of paper mail remain. The Hague Conference on Private International Law (HCCH) realised early that Information Technology (IT) could be used to alleviate these obstacles. Its 2007 Convention on the international recovery of child support explicitly foresees the use of IT. In 2009, HCCH produced a first vision of iSupport as a single electronic tool to service the 2007 Convention and other international instruments.

Honorary mentions and Best Practice Certificates

ProjectsCountryOrganisationLevel of governmentSectorShort english description
“CORRECT OR CORRUPT?” - a mobile Application mainly for teenagers intended to raise awareness concerning corruption and briberyAustriaAustrian Federal Bureau of Anti-CorruptionNational levelPublic administration, modernisation, institutional affairs, reformThe Federal Bureau of Anti-Corruption (BAK) thus developed an app prototype in cooperation with Höhere Technische Lehranstalt or HTL (secondary technical school) in Mistelbach, Lower Austria. The aim of the app is to sensitize young people to matters regarding corruption, ethics and integrity. School students were intensely involved in the app’s development process, for the app to turn out as target-group oriented as possible. Programming and conceptual preparatory work was carried out by student teams as part of their final exams.
Co-creation platform www.e3lab.atAustriaFederal Ministry of Finance, AustriaNational levelTaxation, customs, financesThe Austrian Tax Administration is taking a new and innovative path by engaging its citizens already at the beginning and throughout the process of the development of its services. Hence, the co-creation platform “e3lab-einfach, elektronisch, effektiv.” (e3lab- simple, electronically, effective.) was founded.
National Information System on Pricing and Reimbursement of Medicinal Products in the Republic of BulgariaBulgariaNational Council on Prices and Reimbursement of Medicinal ProductsNational levelPublic health and social welfare/affairsFor the purpose of the effective implementation of its state regulatory functions, NCPRMP has developed and implemented the National Information System on Pricing and Reimbursement of Medicinal Products in the Republic of Bulgaria. The information system includes a Single National Portal (, which serves as an entry point for all stakeholders in the process of pricing and reimbursement of medicines – state institutions, businesses and citizens.
Addressing complex challenges of legislation in the 21st century: ParLex - A comprehensive e-legislative systemHungaryOffice of the Hungarian National AssemblyNational levelcross-sectoralParLex enables not only MPs and their staff to create, edit, propose bills, amendments and other legislative documents in XML and ask for professional opinions prior to the submission, but supports also the work of civil servants in the offices in charge. The legislative work including office tasks within the Parliament are covered by the system from the formulation of a legislative proposal to the consolidation of the adopted law’s content after the final vote, and the automatic publication on the website of the Parliament.
ACI mobility information system LuceverdeItalyAutomobile Club d'Italia - ACINational levelcross-sectoralThe ACI mobility information system called “Luceverde” (Green Light) provides an integrated and innovative service, offering constantly updated information on road / traffic / weather conditions, events and the situation of public transport. This is possible thanks to modern technology, highly qualified staff and cooperation with the Road Police, Local Police forces, local authorities, road / highway and public transport authorities.
Punti Impresa Digitale – PID ( Digital company one-stop shops)ItalyUnioncamereNational levelcross-sectoralIn May 2017, the Italian Ministry of Economic Development (hereinafter MiSE) implemented the “National Plan Impresa 4.0 2017-2020”. The Plan provides a series of measures aiming to support businesses that want to improve their competitiveness, through the digitalisation of the productive process, the enhancement of workers’ productivity, and the development of appropriate skills for introducing new processes and products.
A sustainable approach for the management of air & ground movements of aircraft in respect with airport resident´s needs and expectationsLuxembourgAdministration de la navigation aérienneNational levelTransport and infrastructureANA started already in 2014 with an open and transparent approach in management to address the needs and expectations of citizens in the vicinity of the airport by involving residents through surveys and information sessions, in open discussions, listening in debates to resident complaints and asking for participation in the process of finding solutions for the problems identified. This innovative approach is part of the ´management of change´ process adopted in ANA and is based on the principles of organizational learning, active involvement of people, transparent sharing of information, participation in decision making and achieving acceptance and support for the decided course of action; both – internally with ANA personnel and externally with stakeholders and partners.
GouvAlert.luLuxembourgMinistry of Home AffairsNational levelotherIn October 2018, the Luxembourgish Ministry of Home Affairs introduced the new smartphone application "". In an effort to make use of all available channels to warn its population in case of emergencies, this app has been developed in a joint venture of four governmental organizations across different governmental levels, namely the Ministry of Home Affairs, the Luxembourg Fire and Rescue Corps, the High Commission for National Protection and the Government IT Service. This close collaboration between government institutions is a best practice example of an efficient and innovative public service delivery and inscribes itself in the Luxembourgish government's efforts towards a digital Luxembourg.
Berichtenbox app MijnOverheidNetherlandsLogiusNational levelcross-sectoralThe Dutch government offers its citizens a secure mailbox service, called the ‘Berichtenbox by which citizens can receive formal correspondence from government agencies in digital form. In essence it is the digital version of the traditional letterbox.
City DealsNetherlandsMinistry of the Interior and Kingdom RelationsNational levelcross-sectoralWhat is a City Deal?

In City Deals, cities, the government, other governments (provinces, waterboards, etc.) , the private sector and civil society organizations make concrete agreements with each other to tackle urban issues. In this multilevel governance approach the content is the central issue, and authorities work together 'horizontally' and with private and civil parties on the basis of equality. City Deals are practical and result-driven; solutions more often circumvent traditional administrative, financial and policy channels. The themes that are being worked out are in line with the inter-governmental program of the Rutte III cabinet.
RDC SCORES (Regional Data Centers for Societal Challenges On a REgional Scale)NetherlandsStatistics Netherlands (Centraal Bureau voor de Statistiek)National levelotherIn reaction to a growing demand from municipalities to be supported by Statistics Netherlands, collaborations with public authorities through the creation of localized Regional Data Centers were established. It started in 2016 with the concept of Urban Data Centers (one municipality) and developed into also supporting clusters of collaborating rural municipalities in a Rural Data Center and provinces through Provincial Datacenters.
Your e-PITPolandMinistry of Finance, National Revenue Administration, PolandNational levelcross-sectoralOn 15 February 2019, the National Revenue Administration (NRA) introduced a new e-service, called Your e-PIT, dedicated to taxpayers subjected to personal income tax (PIT-37, PIT-38), who do not run business activity and obtain revenues from capital (e.g. revenues from the sale of shares). The service consists in filling out an annual income-tax return by NRA, without the need to submit any application by the taxpayer.
ASET - Automatic Social Energy TariffPortugalAMA - Administrative Modernisation AgencyNational levelcross-sectoralThe Automatic Social Energy Tariff, hereinafter mentioned as ASET, is an innovative way to provide social protection and is a tangible example of how technology can aid the government in improving citizens’ lives.
Citizen SpotsPortugalAMA - Administrative Modernisation AgencyNational levelcross-sectoralThe Citizen Spot is a multiservice physical counter where a specialized mediator assists citizens in accessing a portfolio of online public services and further teaches them how to perform it autonomously thereafter. The digital services provided are essentially those already available on various online platforms and on the, but that citizens may not feel confident using by themselves, ranging from civil registration documents to the request of the European Health Insurance Card, land registry with the Tax Authority, social security and tax services, and so on.
Units of Support for High Performance in SchoolsPortugalDirectorate-General of EducationNational levelEducation (higher and lower), training and learningUAARE aims at an effective articulation between schools, parents, sports federations and their agents, sports clubs, sports medical centres and local authorities, among other interested parties, with the goal of successfully reconciling school and sports success of athlete-students with high-performance status, playing in national teams or revealing potential sports talent, following the Conclusions of the Council and of the Representatives of the Governments of the Member States, meeting within the Council, on dual careers for athletes, Official Journal of the European Union, 14.6.2013 2013/C 168/04.
Collaborative Procurement for Energy in Portugal - Sharing Value TogetherPortugalESPAP - Public Administration Shared Services and Public Procurement Unit, IP, PortugalNational levelcross-sectoralESPAP defined a 3-year business plan to gradually strengthen its public procurement team and to achieve full collaborative centralization of energy purchases in 2020.
Improving the Quality of Justice (IQ Justice)SloveniaSupreme Court of the Republic of SloveniaNational levelJustice, police, human rights and securityImproving the Quality of Justice (in Slovenian – Izboljšanje kakovosti sodstva (IKS)) is a comprehensive project of the Slovenian judiciary (partially funded by European sources) with a vast array of innovative tools and methods, focused on the people within the judiciary and targeted to judges, court staff and court users, aiming to improve the knowledge and skills of judges and court staff, and to provide better judicial service to court users.

Award submissions

ProjectsCountryOrganisationLevel of governmentSectorShort english description
Improvement of Public Service Delivery for people with disabilitiesAlbaniaAgency for the Delivery of Integrated Services In AlbaniaNational levelcross-sectoralThe project “Services without barriers” aims to improve public service delivery for citizens with disabilities by adding different channels for public service delivery through technology and other innovative ideas, thus promoting accessibility for them.
Improvement of Public Service Delivery for rural area population - Mobile UnitsAlbaniaAgency for the Delivery of Integrated Services In AlbaniaNational levelPublic administration, modernisation, institutional affairs, reformThe project “Mobile Units” aims to improve public service delivery and offer accessibility to services for rural area population, by means of a mobile unit provided with all necessary means for the application for different services. The latter has been designed as a response to the improvement and modernization of public services in the Republic of Albania, according to the Public Administration Reform imitated from the Albanian Government since 2014.
The BAK and its activities in the field of education – Anti-Corruption Workshops and Anti-Corruption EventsAustriaAustrian Federal Bureau of Anti-CorruptionNational levelEducation (higher and lower), training and learningThe BAK offers the Anti-Corruption Workshops for students to ensure the target-oriented and sustainable dissemination of corruption (prevention) contents. As many methods are used during the workshop, the students are encouraged to deal with the topics corruption, corruption prevention and promotion of integrity in a critical way.
IBN- Network of Integrity Officers (NIO) - Building a nationwide Network of Integrity Officers with participants from all federal ministries, regions, municipalities, universities, state-affiliated enterprises, etc. in order to reduce corruption and bribeAustriaAustrian Federal Bureau of Anti-CorruptionNational levelPublic administration, modernisation, institutional affairs, reformThe Network of Integrity Officers (NIO) was introduced by the Federal Bureau of Anti-Corruption (BAK) in 2016 to further enhance the concept of integrity in Austria. In five basic training programs 105 staff members from all walks of civil service life in Austria were trained to become Integrity Officers: experts in issues of promotion of integrity, corruption prevention and compliance. They are now multipliers in the awareness-raising process and serving as contacts for inquiries regarding promotion of integrity, corruption prevention and compliance, for staff including senior officials.
“fit4compliance – find your VALUES” - the game about anti-corruption, integrity and valuesAustriaAustrian Federal Bureau of Anti-CorruptionNational levelEducation (higher and lower), training and learningBy playing the target group-oriented game „fit4compliance – Finde deine WERTE“, adolescents will, in a playful way, reflect intensively on and take a critical look at the issue of values. Moreover, the game aims to support young people in living their lives on the basis of positive values and moral concepts and thus in taking an active part in shaping society.
Automated Employee Tax AssessmentAustriaFederal Ministry Republic of Austria FinanceNational levelcross-sectoralThe aim of the 2013 government programme was to drive forward and realise implementation of the pre-filled tax return. Since this already appeared largely assured through transfer of the previous year's figures to FinanzOnline, the Austrian Ministry of Finance sought further optimisation intended to significantly ease the burden on taxpayers primarily in the context of income tax and the related employee tax return.
EDeliveryAustriaFederal Ministry for Digital and Economic Affairs, Department E-Government for Businesses (I/B/5)National levelInformation society, technology, media and audiovisualThe eDelivery project was launched with the Deregulation Act 2017 to accelerate electronic communication between the administration, citizens and businesses in the age of progressive digitization. It has set itself the goal of providing an uniform overview of official documents for citizens and businesses and to simplify the registration process for electronic delivery.
Governance-Risk-Compliance Management IT ToolAustriaFederal Ministry of Finance AustriaNational levelcross-sectoralThe Austrian Federal Ministry of Finance committed itself to an integrated Governance-Risk-Compliance Management, which unites risk- and compliance-management processes and coordinates with relevant other organisational areas such as the internal audit or quality management. This approach is unique for a public sector organisation across Europe as mainly only fragmented or siloed risk-management approaches are in place. To professionalise and standardise the process within the Ministry a GRC IT tool was developed.
Cooperation AgreementAustriaRegional Management, Region SouthNational levelTaxation, customs, financesThe tax authorities and the chamber of commerce want to work together to increase the tax- and customs compliance of (young) entrepreneurs. This is intended to increase the share of the honest economy, so that the financial administration can better focus its resources to Companies that don´t comply with the laws. What is special about this agreement is that it was concluded for the first time in Austria and was described by the head of the section and the group leader of the administrative organisation of the Federal Ministry of Finance as a benchmark considered suitable for roll-out throughout Austria.
Anti-corruption training in kindergartensBulgariaCommission for Anti-corruption and Illegal Assets Forfeiture /CACIAF/National levelEducation (higher and lower), training and learningThe project named “Anti-corruption training in kindergartens” , which was implemented with the support of NGO’s, the creativity and enthusiasm of the kindergarten teachers, from kindergartens in the municipalities of Pernik and Kostinbrod, and of course, the structural units responsible for the education and culture within those municipalities.
Curricular Reform in CroatiaCroatiaMinistry of Science and EducationNational levelEducation (higher and lower), training and learningThe Republic of Croatia wanted to improve its educational system and reach the standards of some of its European partners and so it applied for the support/project by the Structural reform support service within the European Commission (EC).
CYPRUS PRISONS DEPARTMENT ACHIEVEMENTSCyprusCYPRUS PRISONS DEPARTMENTNational levelcross-sectoralThe main purpose of the "project" is to describe all the positive changes that have taken place since 2015 to Cyprus Prisons Department due to the initiatives of the new leadership to make reforms which have had an impact on individual but also on a collective level, regarding prisoners and staff.
"The DLS Portal" e-Services PlatformCyprusDepartment of Lands and SurveysNational levelInformation society, technology, media and audiovisualUndoubtedly, DLS is the main source of data relating to Immovable Property. The data in conjunction with the procedures generating and supporting them are the main and core asset of the Department, providing value added and a strategic advantage. Their further use and utilization becomes an imperative need, as these data in order to be productive, should first of all be structured correctly and at the same time, through interoperable means and technology, be available primarily horizontally, across the Public Sector, to other bodies, businesses, researchers and ultimately the citizen himself.
Improving the efficiency and effectiveness of the Insolvency Service of CyprusCyprusMinistry of Energy, Commerce and IndustryNational levelPublic administration, modernisation, institutional affairs, reformCyprus is in the process of undertaking a number of measures to eliminate remaining major impediments to the workout of non-performing loans in Cyprus. The improvement of the efficiency and effectiveness of the operation of the Insolvency Service of Cyprus is amongst the measures that Cyprus intends to undertake. In June 2018, during the process of restructuring of the Cooperative Banks, the Government of Cyprus undertook a commitment towards the European Commission, to take certain actions within specific deadlines, which will allow the efficient workout of non-performing loans.
Supporting the Framework for Insolvency PractitionersCyprusMinistry of Energy, Commerce and IndustryNational levelPublic administration, modernisation, institutional affairs, reformIn May 2015 the Cypriot government completed a major overhaul of the country’s corporate and personal insolvency law framework and regulation of insolvency practitioners as part of a memorandum of understanding entered into by Cyprus with the International Monetary Fund (the “IMF”), the European Commission and the European Central Bank.
Interconnection of Insolvency Registers -CY (IIR-CY)CyprusMinistry of Energy, Commerce and Industry- Insolvency Service, Bankruptcy and Liquidation Section,National levelPublic administration, modernisation, institutional affairs, reformThe Ministry of Energy, Commerce and Industry of the Republic of Cyprus (Insolvency Service and Bankruptcies and Liquidations Section) has initiated actions concerning the implementation of the ‘Interconnection of Insolvency Registers (IIR)’ project by formulating a Consortium between public and private entities and successfully submitting a Proposal to CEF 2017 e-Justice TELECOM CALLS. The Action develops a Webservice that allows the Interconnection of the National Insolvency Registry of Cyprus with the European e-Justice Portal, in accordance with the defined interface specification of agreed web services for Interconnection of Insolvency Registers (IRI) relating to EU Regulation 2015/848.
Pilot projects of using mobile positioning data for public administration purposesCzech RepublicDepartment for Strategic Development and Coordination of Public Administration (Ministry of the Interior of the Czech Republic)National levelPublic administration, modernisation, institutional affairs, reformPublic administration in the Czech Republic in the past 30 years has undergone many changes, which reflected social transformation in the 1990s. The aim was to improve the quality of public administration performance, its modernization, the professionalization of officials and especially to bring public administration closer to citizens through its deconcentration and decentralization. In several phases, the recent state of public administration has been developed to correspond to European standards.
Digital FileEstoniaCentre of Registers and Information SystemsNational levelInformation society, technology, media and audiovisualThe digital Court File or as we call it the Digital File is a current development of the e-File. We have introduced the e-File as applying to EPSA in 2015 and then we already mentioned that we have the Digital File in development. Now that it is here and ready we feel like this solution is also worthy for applying. We are certainly proud and satisfied with it and believe that this will remarkably improve the process of court proceedings.
Bringing business event services to life: A case of the Estonian Company Registration PortalEstoniaMinistry of Economic Affairs and CommunicationsNational levelcross-sectoralEstonia is moving towards providing services in a way that user needs could be solved in a holistic and quick way (i.e. with minimum user intervention, possibly proactively and with a maximum of one interaction). This is because users want to solve all their issues within one interaction in the public sector. For this, event-based services will be developed across disciplines or institutions.
Performance-Based Budgeting in EstoniaEstoniaMinistry of FinanceNational levelPublic administration, modernisation, institutional affairs, reformPerformance-Based Budgeting (official name Activity-Based Budgeting in Estonia), being fully adopted in 2020, is an integral part of the State Reform, which aims to achieve more effective and efficient implementation of public functions, higher quality of public services, reduction of general government expenditure and staff costs, and more flexible and less bureaucratic management of the government sector.
Code my cityGreeceMinistry of Administrative Reconstruction Greece- Unit of Innovation and Best practicesNational levelcross-sectoralThe “Code my city” is an Innovation project, designed and organized by the Unit of Innovation and Best Practices of the Ministry of Administrative Reconstruction, enhancing systemic change in Schools, in order to improve the digital skills of teachers and pupils.
Central Integrated Electronic Document Managment SystemHungaryGovernment Office of the Capital City BudapestNational levelPublic administration, modernisation, institutional affairs, reformThe latest Digital Economy and Society Index (DESI) shows Hungary has one of the lowest score in digital public services among the EU member states. The digital public services are the most challenging section of the digital economy and society. Regarding the above mentioned the Hungarian government and of course the Hungarian public sector are committed to a major development in this sector. In the 2014-2020 programming period, Hungary launched an extensive programme called National Infocommunication Strategy that includes four major sections and our project the Central integrated electronic document management system is connected to the Digital State part.
E-NAPLÓ (e-Construction Log)HungaryLechner Non-profit Limited Liability CompanyNational levelcross-sectoralImplemented under the Public Administration and Public Service Development Operational Program (KÖFOP), one of the European Structural and Investment Funds programs in Hungary, the main objective of the KÖFOP-1.0.0-VEKOP-15-2016-00038 E-Building Framework project is to create an innovative, service-oriented and user-friendly e-construction system through rethinking administrative management procedures and de-materializing the complicated, and partly paper-based administrative processes in the field of construction industry.
Hungarian Agricultural Risk Management SystemHungaryMinistry of AgricultureNational levelcross-sectoral
Smart Finance Website ( of FinanceNational levelcross-sectoralThe promotion of financial literacy and the development of related programmes are important and urgent at national level in order to avoid or prevent events that cause financial losses to consumers. Accordingly, the Hungarian Government has set, as an outstanding goal, the improvement of the citizens’ financial literacy. The strategy targeting this significant objective covers 7 years, from 2017 to 2023, breaking down its practical implementation into two-year consecutive action plans
Outstanding Exporter Partnership ProgrammeHungaryMinistry of Foreign Affairs and Trade, Deputy State Secretariate for Export Development, Department for Export DevelopmentNational levelcross-sectoralPéter Szijjártó, Minister of Foreign Affairs and Trade has signed cooperation agreements with nine Hungarian companies on the 30th of January. The so-called Outstanding Exporter Partnership Programme (OEPP; in Hungarian: KEPP) was established as a new initiative to tighten cooperation with domestic companies, which significantly contribute to Hungary’s export performance. The partnership indicates the acknowledgement of the company’s foreign market activity and ensures the further help of this activity with the export development instruments offered by the government.
Enhancement and national roll-out of the local government ASP system (ASP 2.0)HungaryMinistry of Interior of HungaryNational levelPublic administration, modernisation, institutional affairs, reformThe Hungarian central Municipality ASP (Önkormányzati ASP) provides modern, integrated shared services for local administrative management, ensuring standardised internal operation and a common platform for e-government service provision on the local government level to the end-users.
Strengthened synergy between the integrity management system and the internal control systemHungaryNationa Protective ServiceNational levelPublic administration, modernisation, institutional affairs, reformAs of 1st October 2016 a new regulation came into force in Hungary. By the virtue of which a close connection was created between the integrity management system and the internal control system of the public administration organizations. The renewed and renamed risk management system and the integrity advisor became the main common elements of the integrity management system and the internal control system. The risk management system got an emphatically comprehensive role, definition and name: the ‘integrated risk management system’.
Digitalization of tax return system in HungaryHungaryNational Tax and Customs Administration of HungaryNational levelcross-sectoralThe National Tax and Customs Administration (hereinafter referred to as: NTCA) implemented a solution in order to decrease the administrative burden of Hungarian citizens that eliminated the complicated process of the personal income taxation. The eSZJA (e-PIT) online platform servicing all individuals was created in which the submission is supported via tax return drafts by the tax administration
Hungary Helps ProgramHungaryState Secretariat for the Aid of Persecuted Christians and for the Hungary Helps ProgramNational levelJustice, police, human rights and securityThe Hungarian government has recognised the necessity of creating a programme with the aim and task of providing support on human rights grounds to Christian, Yezidi and other persecuted minority groups living in developing countries, which frequently become the targets of crimes against humanity committed by extremist, fundamentalist religious groups. It is important for Hungary to take an active part in the international struggle waged for the free exercise of religion and for the freedom of conscience.
State ownership policy review in LatviaLatviaCross-sectoral Coordination Centre of the Republic of LatviaNational levelcross-sectoralThe aim of the analysis and recommendations under this project was to suggest an approach to group the SOEs with an aim to calibrate the policy regarding target setting, reporting, monitoring and dividends in SOEs and hence reach a more optimal balance between the desired policy results and resources needed to achieve and sustain them.
Strengthening Latvian authorities' capacity regarding foreign direct investment attractionLatviaMinistry of Economics of LatviaNational levelPublic administration, modernisation, institutional affairs, reformThe general objective of the project was to contribute towards strengthening Latvian institutions, in particular the Ministry of Economics, with a view to enhancing competitiveness, productivity, sustainable growth, job creation, and investment, in line with Article 4 of the SRSP Regulation.
Training for civil servants in the Public Administration of the Health Sector in Latvia (No. SRSS/S2017/21)LatviaMinistry of Health of the Republic of LatviaNational levelPublic administration, modernisation, institutional affairs, reformLatvia has requested support from the European Commission under Regulation (EU) 2017/825 on the establishment of the Structural Reform Support Programme ("SRSP Regulation"). The request has been analysed by the Commission in accordance with the criteria and principles referred to in Article 7(2) of the SRSP Regulation, following which the European Commission has agreed to provide technical support to the Latvian Ministry of Health for launching a training programme for the Ministry of Health and its subordinate entities so as to improve their capacity to design and implement health policies.
Processing tax returns using an automated solutionLatviaState Revenue ServiceNational levelcross-sectoralGiven the growing popularity of e-services in general, it was at some point innevitable for the State Revenue Service (SRS) to provide tax payers a more efficient and quick method of filing annual tax returns. With a successful electronic method of filing tax returns already in place via the Electronic Declaration System (EDS), the next step was to attepmt creating an automated solution for processing all of the data submitted and also ensure timely and effective calculation and repayment of Personal Income Tax (PIT) overpayments and Value Added Tax (VAT) overpayments as well.
GovLabLatvia - Public Sector Innovation LabsLatviaThe State Chancellery of LatviaNational levelPublic administration, modernisation, institutional affairs, reformBy the end of 2018 The State Chancellery of Latvia with the support of the European Commission's Structural Reform Support Programme (SRSP) kicked-off a project, which was given a name ExCeL! (Excellent for Centenary of Latvia!). The goal of the project was to set up 3 action orientated inter-disciplinary labs (which were later given a name - #GovLabLatvia) to target and roll out interventions in the public sector in areas of administrative simplification, strategic HR management, and public administration reputation and branding.
National Priority Implementation through the use of Change Management PracticesLithuaniaOffice of the Government of the Republic of LithuaniaNational levelPublic administration, modernisation, institutional affairs, reformFor a great number of years, Lithuanian governments have faced difficulties in coordinating and ensuring full implementation of national policy reforms. The existing strategic planning system in Lithuania is providing a base for the control of government action plan execution, but the number of jobs delivered later than planned, or with poor quality, has been increasingly high. In the result of this Initiative, the Prime Minister has formulated priority strategic projects‘ portfolio as well as approved and applied a standard of project management principles by which projects must be implemented.
MySecuLuxembourgAdministration d'évaluation et de contrôle de l'assurance dépendanceNational levelotherThe MySecu platform now enables two-way electronic exchange between AEC and the providers and represents the new standard for communication to an external provider. The platform allows long-term care insurance providers to reassess safely the needs of dependent person.
GeoportailLuxembourgAdministration du Cadastre et de la TopographieNational levelcross-sectoralLuxembourg's Land Registry and Topography Administration (Administration du cadastre et de la topographie) has been one of the first actors in Luxembourg to digitalize its documentation 20 years ago and has been applying the e-government principles of "digital first" and "once only" since then. Every information about land tenure as well as the maps and plans related to these rights are managed consequently and only in a centralized database.
Digitalization of the Social electionsLuxembourgInspection du Travail et des MinesNational levelcross-sectoralIn Luxembourg, any undertaking, whatever the nature of its business, its legal form and its area of business shall be required to arrange for staff delegates to be appointed if the prescribed threshold is reached. The objective of the project consists in the realization of the platform "Social Election":
A smart Labour Inspectorate for the future - LuxembourgLuxembourgLabour Inspectorate LuxembourgNational levelcross-sectoralThe lack of training, wrong recruitment politic and methods, underdeveloped IT-tools and many retirements inducing a huge loss of know-know has brought the administration to its limits and a restructuration project has become inevitable.
Luxembourg's open data portal projectLuxembourgService information et presseNational levelPublic administration, modernisation, institutional affairs, reformFrom 2015 a group of experts from key stakeholder organisations started working on a national central platform dedicated to hosting, displaying and delivering open data.
Mystery Shopping Exercise towards a Service of ExcellenceMaltaPeople and Standards Division, Office of the Prime Minister, MaltaRegional levelcross-sectoralIn 2017 the Malta Public Service launched a mystery shopping project with three aims in mind: (a) progressively upgrade the standards of public service delivery towards a sustainable Service of Excellence, where services increasingly become citizen-centric; (b) identify and address processes which need to be simplified and improved to become more efficient and effective; (c) in the process identify development and training needs of the public officers acting as service providers. This meant establishing of a 4 Pillar model - voice, design, delivery and accountability that would ensure a service of excellence.
Citizen Vocabularies Public Administration and Public HealthNetherlandsESociety InstituteNational levelcross-sectoralCitizen participation and structural involvement of the participatory society in public administration and public health becomes more extensive in The Netherlands as digital developments are vastly implemented. The difference in language and definitions from the system-world of professionals and the life-world of citizens feed a mutual incomprehensibility and non-compatibility. The aim of these extensive R&D projects is to contribute bridging the gap between two 'languages' by introducing the concept of a citizen vocabulary in combination with semantic web technologies and Linked Open Data (LOD) challenging.
Medical Country of Origin Information (MedCOI4)NetherlandsImmigration and Naturalization ServiceNational levelcross-sectoralProject MedCOI (Medical Country of Origin Information) enables EU+ member states to quickly access reliable and up to date medical COI of the countries/regions that applicants originate from. The MedCOI project is established in order to improve the access to Medical Country of Origin Information (COI) for national migration and asylum authorities in Europe. Cooperation in order to improve the collection of medical COI and share competences, knowledge and information is the focus of the project.
Digital Transformation of the legislation and regulations process chainNetherlandsKOOP - Knowledge and Exploitation Center of Official Government PublicationsNational levelcross-sectoralThe Knowledge and Exploitation Center for Official Publications (KOOP) started digitizing the Government Gazette in 2006. In the last 10 years KOOP was responsible for tens of cross-organizational projects in of the legislation and regulations process chain. As a result today KOOP has successfully transformed this process chain. Customer-driven and cross-cutting government organizations.
Innovation in Public Procurement ProceduresNetherlandsZorginstituut Nederland (National Health Institute of the Netherlands)National levelcross-sectoralThis project of Zorginstituut Nederland involves a successful experimentation with the deployment of a hackathon in carrying public tendering procedures. Hackathons are events at which professionals with various types of expertise are gathered together to solve problems innovatively and creatively, in a short, fixed period (often 24 hours). Choosing a hackathon as innovative form of procurement encourages market forces, brings disciplines together to arrive at creative and innovative solutions and thus ensures that both the process and the assignment are more in line with developments in the field. This caters to the need to modernise purchasing procedures, decrease administrative cost and does justice to existing regulations and guidelines on purchasing procedures from the perspectives of both bidders and contracting authority.
Modernization and implementation of new solutions and e-services in the System of Integrated Communication of the National Teleinformation Network number 112PolandDigital Poland Project CentreNational levelcross-sectoralThe project will increase the availability of information resources from public administration as part of new voice and video communication services and its use by citizens in the framework of public citizen-friendly e-services. The implementation of the project will contribute to improving the functioning of the Police and institutions that are beneficiaries of the Emergency Notification System, an institution of key importance to the security of citizens.
Implementation of the electronic protocol in common courts (civil and petty offence cases)PolandDigital Poland Project CentreNational levelcross-sectoralThe aim of the project is to provide technical support to realization of the Code of Civil Procedure, the Code of Procedure in Petty Offence Cases and the Act on Court Fees, within the preparation of the protocol of the public session by recording its course using a device recording sound or picture and sound and the so-called oral evidence.
Integrated Platform for Identification and Verification of Insurance CrimePolandDigital Poland Project CentreNational levelcross-sectoralThe project is a response to social problems and needs related to the growing phenomenon of insurance crime, globalization of criminal phenomena, while at the same time aiming to protect the interests of participants in the insurance market and citizens.
Regional Warning System (RSO)PolandMinistry of Interior and Public AdministrationNational levelcross-sectoralThe Regional Warning System (RSO in Polish) is free service available all over the country since the beginning of 2015. This e-service offers information about local threats. The project is financed and overseen substantially by the Ministry of the Interior and Administration.
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