59 for more efficient delivery of public services. The current practice suggests that the population is ready to use relatively complex and sensitive services in an electronic environment (e.g., online banking services). People prefer e-services because they offer opportunities to improve the speed of receiving services, regardless of the institution business hours and location of the inhabitant45. 2135 state and local government services were registered in public service catalogue in September 2013; significant communication part of private persons (inhabitants and entrepreneurs) and public administration consists of various types of transactions (submission of summaries and reports, provision of payments, issue of registration and permission, etc.). Their complexity differs – from the relatively simple, such as the declaration of residence, and to rather complex and with high added value, such as registration to university studies or tax administration services. As the most significant obstacles for usage of e-services are complexity of administrative procedures (indicated by 89% of respondents which prefer the presence), other frequently cited reasons are lack of computer literacy (27%), as well as complexity of services46. This means that part of the existing e-services are based on outdated operational processes, insufficient attention drawing to the needs of end-users, as a result people are more comfortable receiving services in person, by phone or through third-party experts, as a result the objective of e-services creation has not been fully achieved. The barrier created for the inadequate use of e-services is the lack of strategic approach regarding their implementation (lack of the multi-channel service delivery strategies, choice of more useful digitalisation form, targeted implementation of the plan (the updating of relevant legal acts)), as well as the insufficient informing and training of workers and inhabitants. Required Actions In order to facilitate rational digitalisation of services, it is necessary to support digitalisation of cost-effective services, which is implemented only together with the rebuilding of basic operation processes and improvement in cross-sectoral view. Given that one of the important tasks of public services digitalisation is the provision of the most convenient and rational form of collaboration between institutions and inhabitants, digitalisation of services is closely linked and viewed in the context with other action directions of guidelines – starting with the improvement and security of public administration process and ending with raising of public awareness and ICT competences. Institutions that develop e-services should formulate a multi-channel service strategy, which among other things clearly define achievable performance and efficiency target indicators of electronic service solutions, as implementation and exploitation promotion plan of electronic service solutions. For solutions to be implemented in the context of the institution’s work and service strategies, as well as constantly improved according to the user needs each department should have the head of service management, as well as the person responsible for each electronic service (service manager). 45 Evaluation of public opinion regarding utilisation of e-services in Latvia. December of 2012. http://www.varam.gov.lv/lat/publ/petijumi/pet_Eparv/?doc=14321 46 Evaluation of public opinion regarding utilisation of e-services in Latvia. December of 2012. http://www.varam.gov.lv/lat/publ/petijumi/pet_Eparv/?doc=14321 information_society_development_guidelines_2014_2020.docx; Information Society Development Guidelines 2014-2020