Working Together for Top-Notch Government Digital Services
Public, business and public administration views, barriers to digitalisation and recommendations to government
Based on our research, we identified five major barriers to successful digitization and developed specific recommendations. These helped the government set priorities and advance digital services.
and Recommendations
After conducting research, we began our analysis. We found that service quality is monitored in a fragmented manner and does not take the user experience into account.
We therefore proposed uniform metrics that will enable systematic service improvements and examined the entire digital transformation management system. At the same time, we conducted a more detailed analysis and made recommendations regarding the state’s critical digital capacities.
's Research on the Needs of Citizens and Businesses
In collaboration with the STEM Research Institute, we collected extensive data in 2025: the opinions and experiences of more than 2,000 citizens, over 300 companies, 70 hours of in-depth interviews, and 8 focus groups with representatives from both the public sector and suppliers.
The research was conducted by Česko.Digital and STEM with support from the PPF Foundation and the Alliance for a Modern State.
Impact: What We've Managed to Achieve
Research
In collaboration with STEM, we mapped the experiences of individuals and companies and assessed the state of public administration digitization from the perspective of insiders. This was the most comprehensive study on digitization in the history of the Czech Republic to date.
Five Major Barriers and Recommendations
Based on the data, we identified five key barriers and developed recommendations for accelerating the Czech government’s digital transformation.
Enforcement
We published the results and presented them at a government meeting as well as at key expert forums. Our recommendations were incorporated into the priorities of the Government Council for the Information Society and into the government’s policy statement on digitalization.
Implementation
We participated in the design and review of the process for managing priority projects and the system of measurable indicators. We prepared a more detailed analysis and recommendations for ensuring the government’s strategic human resources capacity.
Passing the Baton
The work on digitization does not end here; on the contrary, it requires ongoing monitoring, addressing user needs, and sufficient capacity within the government. Ensuring this is now primarily the responsibility of political leaders and the government.
What did our partners and stakeholders say about the project ?
"The Services.Digital project brings clear data on how our clients see us to the Czech digitalisation. Where we are good, where we are average and where the shoe is on the other foot and we need to improve. On behalf of DIA, I can declare my willingness to work for the necessary change. At the same time, I want to say a big thank you to everyone who participated in this specific research."
Director of DIA
"Digitisation in the Czech Republic is on the surface. It is not enough to convert paper into bits. Digital agendas have to change from the ground up. The result must be an efficient and economically meaningful tool that is easy to work with for both officials and people. Everyone wants the state on their mobile phone as much as they want their bank. Services.Digital is heading in that direction, and I'm keeping my fingers crossed for them."
President of the SAO
"The priority of the NCIB is cybersecurity of systems that are essential for the functioning of the state. And thanks to this project, we know that security is also a priority for the Czech public."
Deputy Director of the National Cyber and Information Security Bureau (NCISB)
"This project has brought very useful material that has been missing in the Czech space so far."
leading IT expert, key figure in the digitalization of public administration in the Czech Republic, awarded the Medal of Merit by President Petr Pavel in 2025.
"Without digitalisation, we can't do it today. It saves public money, speeds up processes and reduces the administrative burden for companies and the state. Every crown invested in digitisation comes back in savings and higher productivity, and the Services.Digital project can help significantly."
Senior Director of the IT Section of the Ministry for Regional Development
"We supportČesko.Digital because it is one of the few organizations in the Czech Republic that is really trying to improve the digital state. They do it selflessly and their agenda is simply to improve the current state, not for their own benefit. Digitalisation is essential for us. It is a tool that will improve the lives of the citizens of this country. It will give us better and more transparent government services."
Sales Director, NTT DATA CZ
"Just like Česko.Digital , we at the PPF Foundation believe that digitisation and innovation have a major impact on the growth and contribution of non-profit activities that contribute to the development of society, as well as on the overall functioning of the state. That is why we have supported a long-term project focused on systemic change, the aim of which is to strengthen digital competencies in the public sphere so that in the future it will be able to find and implement the necessary solutions on its own."
Member of the Board of Directors of the PPF Foundation
Experts, visionaries, allies
Project Manager
Services.Digital
Senior Analyst
STEM
Service designer
Česko.Digital
Research Director
STEM
Service designer
Česko.Digital
Director
Česko.Digital
