Comparative Study_Digitalization of Public Service Delivery in the Western Balkans, the Eastern Partnership and beyond - potential interviews_Estonia

Interview Guide Comparative Study on the Digitalisation of Public Service Delivery in the Western Balkans (WB), the Eastern Partnership (EaP) and beyond Project number/ cost centre: 16.9209.4-001.00 INTERVIEW GUIDE INTRODUCTION TO THE INTERVIEW Name of Interviewee Date: XX/XX/2022 Time: XX:XX – XX:XX This interview forms part of the ‘Comparative Study on the Digitalization of Public Service Delivery in the Western Balkans (WB), the Eastern Partnership (EaP) and beyond’ Project, funded by the Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH and is part of a series we do with strategic and operational level partners from EaP and WB countries and three EU Member States. Specifically, UNU-EGOV is conducting the Study on the digitalisation of certain public services, elaborating on how the public administration process for two life events (‘birth’ and ‘starting, running and closing a business’) is delivered in the Western Balkan (WB) Countries (Albania, Bosnia and Herzegovina, North Macedonia, Montenegro, Kosovo, and Serbia) and Eastern Partnership (EaP) countries (Armenia, Azerbaijan, Georgia, the Republic of Moldova and Ukraine) and three (3) EU Member States (Germany, Estonia, and Portugal). Additionally, UNU-EGOV is aiming to compare the examples of all fourteen (14) countries of service delivery with the standards set by the European Union Single Digital Gateway Regulation (EU SDGR). The Single Digital Gateway Regulation provides for ideal orientation for analysing the state-of-affairs of digital transformation of public services in the WB and EaP countries, as well as all EU Member States. The Regulation aim to improve online service delivery across European while the Single Digital Gateway itself serves as an entry point for citizens and businesses. A closer comparative analysis of the selected life-event services for which the Single Digital Gateway Regulation requires digitisation and a comparison approach across the fourteen (14) countries will facilitate the identification of good practice and help formulate a set of recommendation for the modernisation of public services speeding up the transformation progress. In this way, measures can be identified that can contribute to a sustainable and (if necessary) EU-compliant model of service delivery. This interview complements our desk research and initial assessment of your countries approach to online service delivery and the Single Digital Gateway Regulation. Based on our findings, the UNU-EGOV team will provide recommendations to GIZ and key stakeholders for the promotion of digitalisation in administrative/public services modernisation, alignment with the Single Digital Gateway Regulation, especially in the light of reform goals set out in WB and EaP countries. This interview will last approximately 60 minutes. All interviews are anonymous. No quotes or citations are envisaged but if it becomes relevant, we will ask for your prior approval. Categories Leading Question Sub-questions to use to complete answers (in need). Comments NB: Priority questions will be identified based on gaps in ,or uncertainties with respect to, the desk research Ice-breaker Tell me about your role in your ▪ How has the digitalization / digital transformation/ e-governance context developed in (Country)? Duration – 5-10 min organisation? ▪ How do you think it has evolved compared to the digitalisation of certain public services? This first question could be used to ask for clarification about the context of digitalisation that could not be documented with a desk review GOVERNANCE What are the key factors What is the general approach to governance, intergovernmental collaboration, and coordination in the country/region in Duration – 10-15 min + supporting the digital question? Start with the leading question STRATEGIES transformation of public ▪ What is the approach with respect to governance i.e., deciding on the strategic direction, collaboration, and follow by the questions that services in your organisation? achievements such as benefit realisation? were not addressed through the and country? ▪ What is the national IT architecture regarding the digitalisation of the public administration, services and the narrative answer to the leading reuse of e.g., data, infrastructure, open source? question. ▪ What national eGovernment strategy is currently in place/ being developed, implemented or governs the Check the question that was country’s approach to ICT (e.g., National Reform Programme, specific ICT or data Strategy, Public Sector addressed Strategy, Reforming Public Sector Administration Strategy, Digital Transformation Strategy, Modernisation of Public Services Strategy, etc. And in relation to Public Service Delivery, i.e., ‘birth’ and ‘starting, running and closing a business’ life events? And with respect to your organisation? ▪ What is the level of autonomy across levels of government and Public Service Delivery? ▪ What is the level of Public Service Delivery distributed across levels of government? ▪ What is the current level of digitalisation of selected administrative services (life event-related services in Annex 2 of SDG-Regulation), and how is the concrete administrative process structured from the perspective of the citizen/ company (user journey)? ▪ Does the digital administration process meet the requirements of the EU Single Digital Gateway Regulations? (See Annex III: Specific question for assessing the level of compliance with the EU SDG). ▪ What is the organisational set-up, stakeholders in play both nationally and with respect to public services? ▪ How do you ensure cooperation, collaboration, and compliance? ▪ How do you measure success? What type of criteria do you use (time, budget, user satisfaction, cost savings)? LEGAL AND What are the key enabling [Annex 1] Specific questions for assessing the level of compliance with the EU SDG Regulation: Duration – REGULATORY factors supporting digital How do topical countries provide services related to the life events “birth” and “starting, running, and closing a business”? 20-25 min FRAMEWORKS + transformation and Public Do they group related services by life events? STANDARDS Service Delivery in your ▪ What is the legal framework that governs the provision of public services for selected life events in the selected organisation? and country? countries? What is institutional governance? → Description of the administrative process and Description of the “User Journey” (Which documents are needed). ▪ Does a digital solution (gateway/portal or similar) exist in the selected countries that provides online access to services for the life event(s) in question, including information about rights, obligations, and rules for obtaining the service(s), information about and the possibility of obtaining the service(s) (the procedures), and information about and the possibility of obtaining assistance and problem-solving services for the life events in question? And does this digital solution comply with the standards of a common user interface set out in Article 18 of the Gateway Regulation? ▪ Are the procedures for accessing services related to the life events in question offered fully online and do they comply with the standards set out in Article 6 of the Gateway Regulation? ▪ Do users have easy online access through different channels to assistance and problem-solving services for the life events in question, in accordance with the standards set out in Article 7 and Article 16 of the Gateway Regulation?  ▪ Does the quality of information on the rights, obligations, and rules applicable to the service(s) that are included in the life events in question meet the requirements of Article 9 of the Gateway Regulation? ▪ Does the quality of the information on the procedures for obtaining the service(s) included in the life events in question meet the requirements of Article 10 of the Gateway Regulation? ▪ Does the quality of information on assistance and problem-solving services related to the service(s) at stake in the life events in question meet the requirements of Article 11 of the Gateway Regulation? ▪ Do competent authorities collect user feedback and maintain user statistics on services related to present life events in accordance with the standards set out in Articles 24 and 25 of the Gateway Regulation? SERVICES How are you using technologies ▪ Please refer to the Services availability / integrated into the Single Digital Gateway. Duration – and data to improve your ▪ What are the Key Enablers (i.e., Single National Portals, Electronics Identity, Data Exchange) considered for 10-15 min BACK-END organisation’s handling and the Service production and Service Delivery? ECOSYSTEMS management efficiency? How ▪ What do you think is the biggest challenge that your organisation has faced in terms of system, management, does this compare to your service, technology, etc., in the digital transformation of administration and services? country in general? How are you using technologies ▪ What are the opportunities and best practices that your organisation has achieved to improve the Public Service Duration – and data to help strengthen Delivery with digital transformation? 5-10 min precise decision-making and ▪ How are EU regulations, e.g. SDGR and GDPR, influencing your priorities and choices? prevent fund risks in your organisation? How does this compare to your country in general? FRONT-END How are you using technologies ▪ Do you have adopted and implemented a channel strategy? Duration – ECOSYSTEMS and data to help expand Public ▪ Have you adopted and implemented a service design standards, user-centricity, user-friendliness, user testing 5-10 min Service Delivery coverage in standards. Who monitors the compliance with the standards? your organisation? ▪ Has your organisation involved the citizens to participate on the optimisation and improvement of service delivery and services? How are you using technologies, and data, be applied to improve service satisfaction? Saatja: "Casu, Oxana" <[email protected]> Saaja: "MKM info" <[email protected]> Teema: Comparative Study_Digitalization of Public Service Delivery in the Western Balkans, the Eastern Partnership and beyond - potential interviews_Estonia Kuupäev: 2022-11-24 09:42 Subject: Invitation to contribute to the study To whom it may concern Dear Sir or Madam, We trust this message reaches you well. We are reaching out to you for a potential interview for the ‘Comparative Study on the Digitalization of Public Service Delivery in the Western Balkans (WB), the Eastern Partnership (EaP), and beyond’ we are conducting. The study is funded by the Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH and is part of a series of interviews United Nations University Operating Unit on Policy-Driven Electronic Governance (UNU-EGOV) is conducting with strategic and operational level partners from EaP and WB countries and three EU Member States. The study analyzes two life event services (‘birth’ and ‘starting, running, and closing a business’) with respect to the standards set by the European Union Single Digital Gateway Regulation (EU SDGR). The Study will analyze this availability and alignment with the SDGR of the two life events in the WB Countries (Albania, Bosnia and Herzegovina, North Macedonia, Montenegro, Kosovo, and Serbia) and EaP countries (Armenia, Azerbaijan, Georgia, the Republic of Moldova and Ukraine) and three (3) EU Member States (Germany, Estonia, and Portugal). The study will result in 14 individual country profiles and a comparative analysis. In light of the study's stated aim, we would highly value your contribution in the form of an interview, or by introducing us to the relevant expert, who may contribute to the study. The interview is expected to last approximately 60 minutes and be anchored in a set of questions related to digitization and alignment with the SDGR of the two life events, but also the innovative use of data and technology. An enclosed interview guide contains our initial list of questions, but these will be tailored to our initial findings and the profile of you and/or your recommended experts. If it is easier, a joint interview, between two or more experts/colleagues can be organized. Kindly note that the interview will be conducted online, in English, and might be accompanied by the GIZ representative from one of the envisaged 14 countries. If you have any questions, please do not hesitate to contact us. Sincerely yours, Oxana __________________________________________________________ Oxana CASU Digital Transformation Consultant United Nations University Operating Unit on Policy-Driven Electronic Governance (UNU-EGOV) Campus de Couros Rua de Vila Flor 166 EMAIL: [email protected] 4810-445 Guimarães SKYPE: oxanacasu Portugal WEB: egov.unu.edu United Nations University Operating Unit on Policy-Driven Electronic Governance (UNU-EGOV) is a think tank dedicated to Electronic Governance, acting as a core center of research, advisory services and training. UNU-EGOV is creating bridges between research and public policies. It is as well an innovation enhancer with a particular focus on sustainable cities and communities, social inclusion and active citizenship. UNU-EGOV brings together multidisciplinary teams around complex problems and emerging challenges.