Česko.Digital

What do we want to improve?

Citizens and businesses rate the state's current digital public services with a school grade of 3.2 (1 MB). They do not navigate them, feeling frustrated or afraid 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?

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.

Services do not meet citizens' expectations

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

Authorities and services are not efficient

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

Satisfaction with public digital services

In in-depth interviews with 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 the reserves or challenges. Here are selected quotes from citizens and companies. 

"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."

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

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

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

"They think it's good if they put a 50-page clue to it - I can't process it."

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

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

One state,
one place - gov.cz

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

Easily process
from the comfort of your home

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

The State as a Guide
to Life Situations

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

Openness and willingness
to help

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

One fill,
no repeats

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

Making
accessible to everyone

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

Why aren't digital services pro-client?

The reasons for the lower quality of public digital services show that the problem is very complex and interconnected. Below are just some of the causes. We draw on our knowledge of the environment, interviews with stakeholders and official government documents. This will probably not be used now

Lack of coordination

Different groups in the field of digitalisation do not share information or do not know about each other at all.

Quality of service is not measured

The state does not measure the quality of its digital services.
It is even less able to improve them effectively.

There is no common goal

How should the digitisation and design of
public services proceed? A consensus needs to be found.

Lack of responsibility

There is a lack of people in the offices responsible
for client satisfaction.

There are no competent people

The state administration does not have enough experts
in the field of digitalisation. There is a lack of money or prestige.

Services do not take clients into account

Services are not designed and tested with users.
There is a lack of knowledge of the target group and their feedback.

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 examining 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.

We will get to our destination - the state's pro-client digital services - through the following route:

Project milestones

Q1 2025

Research and gap analysis

We identify the barriers and expectations of government clients (citizens, self-employed, companies) from digital public services.

We will analyze what the state is doing or planning to do to meet these needs.

We will describe the difference between the state's client requirements and the state's offer. Thanks to the research part we will find shared goals of digital services between all actors. 

Q1 2025

Measuring the quality of digitisation

Based on foreign practice, we will propose a metric to measure the quality of digitization of public services in the long term.

This will allow us to monitor the progress and effectiveness of digitalisation and help the state better understand its clients.

Q2 2025

Map activity next steps

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.

Get involved

We are currently taking concrete steps towards pro-client digital government services. Before we prepare clearly defined roles for your involvement:

Set up a watchdog. We'll send you an email when things get moving

I want to let you know

Join the debate on digitalisation in our forum

Discuss.Digital

Do you want to support us financially? Write to Lucia Ottinger.

Send Lucia an e-mail

News

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 (1 MB)

Services.Digital

For digital public services that are a joy to use