Increasing the share of people using the agency’s public services in electronic form, from 20% to 75%

23,000
requests per year
111
requests
for a technical specialist per year
20%
people
are receiving services in electronic form
Problem
Legacy IT systems cannot solve current tasks
A public authority is running a program to improve service availability and operational efficiency.
IT function is outdated and insufficient to achieve program goals.
A unified IT system concept should be developed in line with operational goals and information security requirements.
Solution
Development of a unified information system
Scrutinizing 30+ information systems and identifying 58 pains
Preparing 34 initiatives, feasibility study, and 14 SOWs
Developing and testing a system prototype, adjusting requirements specification, and describing a system design
Result
75%
people to receive services in electronic form
20%
faster service request processing
2.5x
increase in technical specialist performance