Projects

Services.Digital

For digital public services that are a joy to use

The question today is no longer whether to digitise, but how. We are helping the state to create more user-friendly and efficient digital services for citizens, businesses and public administration. In doing so, we want to put the Czech Republic at the forefront of digitisation in Europe and help increase trust in the state.

3,2

This is the mark given to the digitisation of the state administration.
Let's improve it!

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download the report

What do we want to improve?

Citizens and businesses rate the government's current digital public services with a school grade of 3.2. They do not know their way around them and feel frustration or fear of mistakes and punishment. This carries many negatives, from lower citizen engagement, to inefficient use of resources, to distrust in democratic institutions. Let's change that! Where do we see the main problems of public digital services?

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Services do not consider their clients

Services are often not designed or tested with users. Consequently, their quality is not measured. As a result, they are user-unfriendly.

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Citizens' expectations are not met

Citizens and businesses would appreciate greater simplicity, clarity, speed, proactivity or flexibility of authorities and their services.

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Authorities and services are not efficient

Poorly designed services lead to inefficient use of state and citizen resources.

The current state of public digital services is leading to a decline in citizens' trust in democratic institutions.

Sources: OECD, Pew Research Center

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The Czech Republic ranks 17th in the OECD in digital maturity according to the Digital Government Index.

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Compared to other EU Member States, we are in the bottom half when it comes to digitising public services.

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The Czech Republic is at the tail end of OECD countries in terms of trust in public institutions (71.1% of people feel low or no trust).

What does the survey data say?

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In in-depth interviews among citizens and companies as well as major players in the field of digitalization of public administration (SAO, DIA, Digital Czech Republic, Microsoft and others), we asked about their perception and experience with these services - what they see as reserves or challenges. Here are selected quotes from citizens and companies. We are further deepening these findings in another large survey in cooperation with STEM.

In the Czech Republic it is still printed and then scanned. Why?

Often the processes do not follow each other. I'll do something digitally, but then I have to print it out and sign it and take it somewhere in person.

The state just creates obligations and wants me to deal with them.

We spoke with 44 representatives of citizens, companies, suppliers, government and academia.

Simplifying the lives of citizens is not a benefit to the authority, they don't care.

The Authority has not yet realised what its product is. Helping people and offering communications and services. It is about access to people: we are here to help you.

They think it's good if they put a 50-page help with it - I can't process it.

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Showcase

You can find out more about our survey in this public document (1 MB).

How do the state's clients perceive quality digital services?

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One state,
one place - gov.cz

"I can find all the information about my rights and responsibilities in one place on gov.cz."

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Easily process
from the comfort of your home

"I want to be able to conveniently handle my affairs from home whenever it suits me."

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The State as a Guide
to Life Situations

"I expect the state to actively help me and inform me in various life situations."

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Openness and willingness
to help

"I want the authorities to be accessible and willing to provide assistance without unnecessary complications."

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One fill,
no repeats

"It is important for me not to have to fill in the same information repeatedly with different authorities."

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Making
accessible to everyone

"I want digital services to be available to me regardless of my abilities and capabilities."

From vision to solution

The low satisfaction of the state's clients with its digital services shows that we need to make many changes. In our project, we will first embark on research: we will uncover the needs and expectations of citizens, companies and business from digital public services, while exploring the current state of these services and the state's plans for their further development. We will then describe the gap between this "supply and demand" and propose solutions to fill it.This is how we will get to our destination - pro-client digital state services:

Q1-Q3 2025

Research and analysis

In cooperation with STEM, research is being conducted to map the obstacles and expectations of the state's clients (citizens, self-employed, companies), as well as providers and suppliers of digital public services.

Our goal is to provide public administration representatives with data on user needs and an analysis of the barriers to quality digitisation on the government side.

Q2-Q3 2025

Measuring the user-friendliness of digitalisation

We will map the management of digital service quality and propose metrics that will contribute to public administrations measuring the quality of public services in a way that is telling and trusted by key stakeholders.

Q2-Q3 2025

Digitisation map and recommendations

We will create a map showing the current structure and links of the digital transformation of public administration.

The map reveals so-called leverage points - places in the system whose improvement can trigger a chain reaction of other positive changes.

News from Services.Digital

All articles

A vision for public digital services, and how to get there

What do you think the digital services of the state should look like? That's what we found out in our survey of citizens, companies and players in the field of digitisation of public services. For Česko.Digital we then add our planned steps to get as close to this ideal as possible.

Read article

A worse threesome for the state, that's how digital government services are doing

How satisfied are you with the digital services of the state, where do you see their reserves and what do you expect from them? This is exactly what we at Česko.Digital were interested in, which is why we conducted a survey among the state's clients - citizens and companies - in April and May this year.

Read article

Introducing the Digital Partnership Project

The aim of the project is to create a space for communication, coordination and collaboration to create truly pro-client digital government services. Find out how we envision this in the opening showcase presentation.

View the study