Our experience
Analysis of the system for providing governmental services
Client
The Ministry of Environmental Protection and Regional Development of the Republic of Latvia (VARAM)
Background
The plan for improving the service environment for 2020–2023 and the digital transformation framework for 2021–2027 set goals and performance indicators for improving the environment of state and municipal services. To ensure that the goals are achieved, we need a single and efficiently functioning system for providing public services.
A cornerstone in setting up such a system is implementation of the one-stop shop principle in delivering state and municipal services, which enables residents to receive state and municipal services at one place. Creating a single network of state and municipal customer service centres (“VPVKAC”) plays a key role in implementing the one-stop shop principle, which the Ministry for Environmental Protection and Regional Development began to create in cooperation with the municipalities in 2015 by improving the availability and efficient delivery of services.
Challenges
- Identifying solutions suitable for Latvia’s situation and capable of providing comprehensible and cost-effective governmental services to individuals and businesses, with facilities for requesting and receiving services located as close to their place of residence as possible and with maximum use of IT
- Devising a realistic strategy for expanding the VPVKAC network by aligning the ambitious goals for expanding the availability of services across the country with the real possibilities
Our solution
We carried out an analysis comprising four stages: an in-depth operational analysis of the system for providing services, which resulted in the preparation of a strategic vision proposal, the financial and economic rationale, and an action plan for implementing the best alternative. The action plan has been prepared for a two-year period (2021 and 2022), during which an expansion of the VPVKAC network is to take place.
While preparing our solution, we carried out a comprehensive analysis at two levels:
- Cross-sectoral coordination – we analysed how the public services system is coordinated at inter-sectoral level and prepared proposals for setting up a cross-sectoral advisory council for services;
- Service delivery – we analysed how state and municipal services are delivered across communication channels (in person, electronically and by telephone) and devised a conceptual model for developing VPVKAC and a single public services helpline network after the administrative and territorial reform.
In performing our task, we used quantitative and qualitative methods of analysis:
- Analysis of policy planning documents and applicable legislation;
- Analysis of the results of earlier studies;
- Quantitative data analysis, grouping and visualisation;
- Mapping of business processes;
- Development of alternatives using mathematical analysis and modelling.
The outcome
We carried out a strategic, financial and economic analysis of the system for providing governmental services and prepared a strategic post-reform proposal. We prepared and modelled two alternative scenarios for implementing the strategy, compared all state and municipal costs incurred in providing one service, and identified the most appropriate scenario for expanding the VPVKAC network.