The National Agency for Network and Electronic Services (NASES) received a non-repayable financial contribution from the Integrated Infrastructure Operational Programme (OP II), Priority Axis 311070 – Information Society, for the project entitled “Enhancing the Value of Digital Services for Citizens, Businesses and Public Administration Institutions”. Project implementation commenced in January 2019.
At the outset of the project, the central government portal presented a situation in which users accessed electronic government services through entry screens completed on www.slovensko.skOpens in a new window or through various sector-specific portals, even though authentication was standardised and carried out using an eID card or the Slovensko v mobile application.
The overall process, from submitting an application to receiving an official decision, had not been fully optimised to provide a positive user experience. There was no single place where citizens could view all their submissions to public administration, check the status of ongoing proceedings, or access the information held about them by the state. The use of electronic services remained insufficient, partly due to inadequate publication of information and inefficient search functionality.
The aim of the project was to improve user interaction with public administration and simplify the steps involved in submitting an electronic application through the slovensko.sk portal.
Target groups include citizens, entrepreneurs, and public administration institutions (public officials).
Benefits of the project for citizens and entrepreneurs include a focus on addressing specific life situations by enabling users to identify and find the appropriate solution, providing relevant and useful information (a guide to resolving a life situation), and directing users to the appropriate electronic service through interactive navigation. Further benefits include the introduction of new services under the Client Portfolio module, which will enable users to manage and view selected information in their personal area, track the processing status of submissions, and view their communication history with public administration.
Benefits of the project for the state include optimising public administration processes through the implementation of the overall solution. This involves updating information about public authorities on the Central Government Portal (ÚPVS) and updating information about electronic services on the ÚPVS portal using a new content management system for managing website content.
The project delivered several useful components, including a personal area (Client Portfolio and Profile), where users can track the status of their submissions and view their communication history with public authorities. The search functionality was improved, and interactive navigation to electronic services was added.
To provide further user support, a chatbot — a government messaging assistant — was developed to help users find information on the portal. The user feedback process was also improved, enabling users to communicate directly with the National Agency for Network and Electronic Services (NASES) contact centre. As part of the project, the hardware infrastructure was delivered and upgraded, including the necessary software licences.
The project will benefit citizens and businesses by improving communication and interaction between the public and public administration. This will be achieved by promoting a client-oriented and service-oriented approach, proactivity, intuitive navigation, accessibility, transparent access to services, feedback mechanisms, data availability and sharing, and user-friendly applications.
