Ministry of Justice: Citizens to access public e-services more easily and quickly

The final conference of the project "Establishment of a single contact center for all e-public services" was held on Monday, organized by the Ministry of Justice, Administration and Digital Transformation, the aim of which is to facilitate citizens' access to public e-services through a single user interface.

“There are numerous providers of public electronic services in Croatia, and each of them has its own customer support system. It is precisely this diversity that has often posed a challenge for citizens who use different e-services. This project has established a system that enables the centralization and coordination of customer support processes, thus providing citizens with a simpler, faster and higher quality user experience,” said State Secretary Ivan Crnčec.

The project was financed by EU funds within the framework of the National Recovery and Resilience Plan, and its implementation has established a multi-channel platform through which citizens can receive timely information on the use of the e-Citizens system.

“Citizens also have access to a virtual assistant who helps them find information 24 hours a day. This achieves a new standard of quality of user experience in digital services of public administration,” emphasized the Head of the Sector for the Development of Electronic Services and the project manager Igor Ljubi.

The new system will contribute to greater transparency and efficiency of the work of the state administration and further improve the e-Citizens portal as a central point of digital communication between citizens and the state, the ministry added.

“The establishment of a single contact center is an important step towards the consolidation and professionalization of user support in public administration. The system will enable faster and more efficient communication with citizens, but also more rational management of resources at the level of the entire state system,” said the Head of the Directorate for the Development of State Information Infrastructure and Electronic Services Nikola Modrušan.

The project also developed a sub-portal "Life Situations" that offers citizens information on the steps they need to take in different life circumstances, such as buying real estate, enrolling in school or resolving administrative issues after the death of a family member.

Source: HRT