Home Member State 100. Croatia EU28+ Mystery shoppers have assessed the PSCs from the perspective of three scenarios:

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1 Performance on the PSC Criteria Gap national - cross-border Home Member State Performance per industry I. Quality and availability of information II. Transactionality III. Accessibility for of e-procedures cross-border use Overall (HR) Obligatory (HR) IV. Usability Voluntary (HR) Host Member State Temp Host Member State 1 Business Services Construction Food, Beverages and Accomodation Personal Care The PSC assessment The PSCs are assessed by mystery shoppers according to four PSC Charter criteria, which are displayed in the upper left corner: Mystery shoppers have assessed the PSCs from the perspective of three scenarios: The performance of the PSCs is measured across four major industries, which are: 1. Availability of information indicates to what extent information about a procedure is available online. - Permanent establishment of a business in their home country; - Construction; - Permanent establishment of a business in another country; 2. Transactionality of e-procedures indicates to what extent one can complete a procedure online. - Food, Beverages and Accommodation; - Cross-border provision of temporary services. - Personal care. Overall scores for these scenarios are presented in the spider chart above, and are benchmarked against the average. The results per industry are displayed in the column chart above. This chart shows differences per industry and deviations from the average. 3. Cross-border accessibility indicates to what extent the portal is accessible for foreigners. 4. Usability indicates the ease and speed of use of government procedures. - Business Services;

2 Performance per subcriterion Average Score Average Score (Overall) Degree of available information Quality and availability of information Country Score Navigation tools & retrieval of information 23 Structure of information 55 Procedures e-completion & Transactionality Transactionality of e-procedures e-completion by foreign user Accessibility for cross-border users 5 Payment tools Track & Trace Multilingual Availability & quality of services Usability Distinction establishment & service provision Ease of use Speed of use POOR PERFORMERS 4% AVERAGE PERFORMERS The bar chart above presents the performance of the PSC on the PSC Charter criteria and sub-criteria. The bars and blue figures represent the country score per criterion/sub-criterion. The country scores are benchmarked against the average, as represented by the purple figures in each of the respective bars. 8 VERY GOOD PERFORMERS 1%

3 Performance per requirement Quality and availability of information Company registration Transactionality of e-procedures 71 General business license 38 Operations and location Tax and financial* 47 4% Country Score % % % Usability Employing cross-border* Social security* Recognition & special licenses Cross-border accessibility 4% 1% 4% average to 4% POOR PERFORMERS 4 to AVERAGE PERFORMERS 75 to 1% VERY GOOD PERFORMERS Score per requirement The graph above presents the scores for the seven categories of administrative requirements per PSC Charter criterion. The categories of requirements are displayed on the left. The score of each of the requirements is benchmarked against the average. * This category of requirements is not obliged under the Services Directive and can thus be perceived as voluntary requirements 1%

4 Policy Context of the Point of Single Contact Status and progress Background Trend and evolution Structure of the PSC Strategy and policy objectives As the PSC from the newest EU member state who only joined in July The n PSC functions as an entry point that informs users on Improve state administration to a level that will enable electronic 213, the n PSC remained outside of the scope of both procedures, and redirects these users to other business portals in order communications and data exchange assessments in 211/12 and 213, therefore with rather limited input to complete these procedures. It thus functions as a gateway. Parallel to for trend analysis. the PSC www. the Hitro portal exists, which purpose is the same as the PSC: a service for the quick communication of citizens However, if results of the 214/15 study are compared with the internal and business entities with the state administration. Enable the development of egovernment services in supporting the rights of citizens to travel, work, study and live, as well as the freedom for businesses to establish and to provide services. To standardise and stimulate the use of ICT in public administration to Commission's evaluation a visible progress can be observed against make public services available to end-users. almost all PSC Charter criteria. Overall, ranks close to the EU average. The major breakthrough was made in the degree of available information and usability (now performing close to EU average). However, Based on: there is still significant room for improvement in these areas, in particular - The decision to establish egovernment development goals in the state regarding the way information is presented, its structure and availability of supporting tools, such as search function. administration for the period Governance Key weakness remains to be in the area of online procedures, which has been taken up as a priority on the national level, and should produce results in upcoming period. On the other side, good performance is The governance model of the n PSC can be characterized as recorded on accessibility for foreign users, which in the context of dispersed. Two PSCs exists next to each other, managed by the generally underperformance on online procedures, indicates good results n Chamber of Economy (providing business information) and in the area of multilingualism. Hitro.hr (governmental office for fast business registration). The Ministry of Administration is the responsible authority for wider egovernment. The need to improve the n PSC is recognized by the responsible authorities, but is facing a lack of resources and it will apply for EU funds to obtain additional resources for the development of e-procedures and for improving the quality of other aspects of the PSC (e.g. user-friendliness). Initiatives Extend the e-citizen-platform to businesses, especially to enhance the electronic PSC s development. The usage of key enablers is anticipated, which depends on several competent bodies involved. The Ministry of Economy wants digitalization of registering business, this is part of the national reform plan. indicates that an inter-ministerial working group was set up to deliver online procedures on key general requirements (e.g. company registration). Online procedures for specific licenses will follow in a later stage. anticipates to develop a more user-friendly portal, which would include a mechanism to collect feedback from users.

5 Point of Single Contact The Way Forward Strengths Weaknesses The PSC is well developed on multilingualism (besides n, information is also available in English) and The simultaneous use of the formal PSC and Hitro.hr can result in confusion and inefficiency and hamper makes a clear distinction between requirements for services in case of cross-border services providers and further development of the PSC; requirements in case of the intention to set up a permanent establishment. Mystery shoppers indicate that Complying with a procedure is not always possible online, for both national residents and cross-border users. explanations of procedures for foreign users are clear and informative. This is reflected in the above average performance for accessibility for cross-border users; The transactionality of procedures from a national perspective is relatively low. A mystery shopper commented: Nevertheless, it does not seem possible to carry out any procedure online. I sent an request for several The availability and quality of assistance tools is well developed. Mystery shoppers receive adequate responses clarifications and after six days I received a very clear and detailed answer. ; to questions; For foreign users, it is not clear how some of the procedures can be completed. When e-signature is required for the completion of electronic procedures, it seems that n PSC does not support e-signatures from other countries. Without a properly functioning governance model, the fragmented governance structure (with two PSCs and involvement of a private organization) might hamper further improvement of the PSCs; The structure of information on the portal is not very intuitive, causing difficulties in finding the correct information. Too often, no step-by-step guidance is provided and the information is not presented following the logic of the business lifecycle, as perceived by the mystery shoppers. Recommendations Overall, the quality of s PSC is average. Areas of improvement are: 1. should make sure that the PSC and Hitro.hr are aligned or explicate the differences in purpose and services on the two platforms to avoid confusion; 2. should consider to simplify the governance structure of the PSC to ease further development. indicates that the current set-up creates difficulties in cooperation, caused by a lack of communication and silos among stakeholders involved; 3. The information presented on the portal should be better structured and should be presented according to the structure of the business lifecycle; 4. Continue the efforts to increase the number of procedures that can be completed entirely online and ensure e-completion by foreign users.