Home Member State. Czech Republic 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 1 Home Member State Performance per industry I. Quality and availability of information II. Transactionality III. Accessibility for of e-procedures cross-border use Overall (CZ) Obligatory (CZ) IV. Usability Voluntary (CZ) 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 5 Payment tools Track & Trace 25 e-completion by foreign user Distinction establishment & service provision 7 Multilingual 41 Ease of use Availability & quality of services Usability Structure of information Procedures e-completion & Transactionality Accessibility for cross-border users 54 Navigation tools & retrieval of information Transactionality of e-procedures Country Score 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. VERY GOOD PERFORMERS 1%

3 Performance per requirement Quality and availability of information Company registration 71 General business license Operations and location Recognition & special licenses Transactionality of e-procedures Tax and financial* 51 Social security* Employing cross-border* 47 4% Country Score Cross-border accessibility % 4% 1% Usability % 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 Consecutive assessments in 211/12, 213 and 214/15 place Czech The PSC of the functions as an entry point or gateway Simplified access to public administration services - in particular a single Republic among middle-ground performers with an overall score slightly that provides information rather than a portal where procedures can be collection and contact point for entrepreneurs. above the EU average. completed. The PSC provides information and information on procedures and where to complete these. In general it redirects users to other Implementation of the once-only principle: Each piece of information will only be reported once and then be reflected in the basic registry and Regarding availability of information, the Czech portal consistently business portals in order to complete the procedures. The portal performs above the EU average. Small difference in 214/15 scores provides services for business only and exists separately from the main between local and foreign users indicate progress on accessibility to state portal. The online portal is complemented by a network of physical Based on: cross-border users. It is noteworthy that following the recommendation offices. - Digital ' ( ) from 213 study, the PSC improved in terms of making the clear through it to other public administration information systems. - International Competitiveness Strategy of the for the distinction between business establishment and temporary services period provision which in 214/15 study performs better than EU average. - A new strategic framework for Public Administration development including e-government is under preparation on the national The key weakness with the lowest score throughout the period, although Governance on the EU average, is the provision of e-procedures. In spite of administration level. announcement in 213 that developing e-procedures will take priority in Initiatives the following period, the 214/15 study did not spot any improvements in the scores. As for usability, the Czech PSC again ranks slightly above The governance model can be characterized as fragmented. There are the EU average across all three studies and the recommendations from shortcomings concerning the cooperation when it comes to the digital The Free Movement of Services Act will be revised during 215 and it 211/12 do not seem to be implemented. agenda and e-government issues. The Ministry of Industry & Trade is should include also the area of Points of Single Contact and particularly responsible for the PSC, while the Ministry of the Interior and the Ministry the electronic procedures. of Finance are also involved in egovernment issues. Cooperation One of the principles of further developing e-government services is the between these authorities is unstructured, the main reason is the digital-by-default principle. historic fragmentation of agendas: this is hampering for instance an The necessary steps to use the key enablers on the PSC are currently effective implementation of key enablers. being taken. The launch of the Basic Registers Project (a system which holds reference data about citizens, entities ), enables the implementation of eid.

5 Point of Single Contact The Way Forward Strengths Weaknesses Mystery shoppers indicate that procedures can be completed online. The performance of the on The fragmented governance structure hampers further development of the PSC. Government representatives of transactionality of the PSC from a national perspective is relatively high, particularly when it comes to business the indicated shortcomings in the cooperation on the digital agenda and e-government issues. registration and licensing. This is facilitated by a well-functioning track and trace system; Alignment of agendas and better cooperation is needed; The PSC has a well-structured set-up, which is supported by well-functioning navigation tools (e.g. search Although well-structured, mystery shoppers faced difficulties finding the correct information and some forms function, index tabs). and procedures are only available in Czech: Overall, the website provided a lot of detail on the process of The usability of the PSC is good, which results in an efficient customer journey. In particular, the ease and establishing a business. However, it was difficult to ascertain if certain licenses or planning permission would speed of use are well in order. As a part of the transposition of the revised Professional Qualifications Directive be required (for premises selling food etc). The PSC website, in my opinion, relies heavily on the physical PSC into the Czech legal system, the Free Movement of Services Act will also be revised during 215 and should offices. Any forms that were available through the website were also only available in Czech ; include the PSC and particularly the electronic procedures. This might further improve the ease and speed of The quality of assistance services leave room for improvement. This is illustrated by a comment of one of the use, which are already above the average. mystery shoppers: When I ed the PSC with questions, I was sent an acknowledgment but no further reply ; Although the PSC performs relatively well with regard to e-completion of procedures by national residents, it performs below average with regard to e-completion of procedures by cross-border users. The situation regarding the acceptance and recognition of key enablers from other countries is unclear. It seems that e-signatures are required but not supported for cross-border users; Some parts of the PSC website are not yet translated into a foreign language. Also when linking to other websites, mystery shoppers do not always end up on a website offering a foreign language In case of online registration I am referred to other websites being only in Czech language. Recommendations Overall, the quality of the s PSC is slightly above the average of the. Areas of improvement are: 1. The should consider to simplify and align the governance structure of the PSC to ease further development: implementation of a cooperation structure would be recommended; 2. Although general information (e.g. company registration) is often available, the should focus on providing information on specific requirements. The absence of regulatory requirements for certain professions and/or activities should be clearly stated on the PSC. 3. Cross-border transactionality of procedures should be improved. Users from abroad should be able to complete procedures online. The should implement solutions allowing for the use of key enablers from other countries.