INITIATIVES A USER-FRIENDLY AND SIMPLE DIGITAL PUBLIC SECTOR 1.1 MORE COHESIVE USER PATHWAYST OVERVIEW OF OWN INTERACTIONS WITH AUTHORITIES, AND BENEFITS Citizens and businesses will be offered insight into relevant information about themselves held by public authorities. This information will be presented in a context tailored to the individual user. The authorities will increasingly actively inform citizens and businesses about important events. For example, this may be a text reminder that it is time for children to be vaccinated. This means that users will be better able to react to important information in due time. 1.4 BETTER TECHNICAL SUPPORT FOR CITIZENS AND BUSINESSES Focus area 2 Better use of data and quicker case processing Time is one of the important service parameters in a digital society. The huge amounts of data already under the charge of the public administration will be used more extensively to benefit citizens and businesses wherever possible within the framework of legislation. Simpler rules, better processes and reductions in the administrative burden will make the public sector more efficient and easier to use for the individual person and for businesses. Citizens and businesses will experience a more user-friendly and coordinated service when their need for service goes across digital solutions and authorities. Work on selected user journeys, for example divorces or business start-ups, will secure easier and more straightforward self-service processes. Users will be guided through the process and thereby they will be able to serve themselves easily and simply in a more cohesive administrative procedure. It will be easier for users to get help if they have problems with NemID, NemLog-in, Digital Post, etc. A number of common public-sector support programmes will be gathered together so that it is easier for citizens and businesses to get help or to be guided to the right authority. Information about operational problems and disruption in common solutions for decentral authorities will be enhanced so that they can provide the best help for users. Knowledge about the problems users meet will be collected and used to improve the digital solutions. 1.2 1.5 BETTER DIGITAL COMMUNICATION ALL COMMUNICATION FROM THE PUBLIC SECTOR IS DIGITAL Relevant knowledge to be used across authorities Relevant information from self-service solutions, public registries, etc. will be exchanged much more extensively between the authorities’ specialist systems, it will support the work of case officers and it will be reused across authorities in order to simplify reporting to authorities as far as is technically and legally possible. In future, businesses and the individuals ready for digital solutions will receive all their post from public authorities digitally. However, this will exclude specific types of correspondence, for example letters that can only be managed physically, for example sample letters which contain vials, health-insurance cards, etc. Similarly, exchange of digital notifications between authorities will take place through efficient use of digital channels such as secure email and Digital Post, among other things through metadata mark-up of notifications. In the long term, it will be possible for far more case decisions to be made more rapidly, and in some cases immediately, because the necessary information is correct and available in the right place at the right time in the course of a case. This is already happening to some extent, for example with regard to payment of benefits such as child allow- In order to ensure user-friendly and up-to-date digital solutions, self-service solutions, infrastructure components and portals must meet a few agreed requirements when new solutions are developed or further developed. The requirements are drawn up in collaboration with relevant authorities. For example, these may include that solutions are to work on mobile devices, be accessible for the disabled, and be tested by users. Data will be collected about user experience and use of the solutions so that solutions can constantly be improved. 24 1.3 DIGITAL SOLUTIONS MUST BE EASY-TO-USE, QUICK AND ENSURE HIGH QUALITY ance, maternity leave benefits and state retirement pensions. This means that citizens and businesses are seeing shorter case-processing times, and more often receive an immediate reply, for example, as to whether they qualify for a specific benefit, as well as the amount to which they are entitled. Furthermore, the authorities can perform tasks more efficiently, for example when it becomes possible to automate parts of case processing. As far as possible, citizens and businesses will not have to spend time submitting the same information to several places or providing documentation for information that is already in public registries. For example, when people have submitted information in one context to one authority, they should not have the inconvenience of submitting the same information to another authority. This could mean, for example, that digital applications, reportings and notifications already have some fields completed with relevant information in advance. This means that citizens and businesses can have their cases processed faster, for example when applying for something or notifying any changes. Reusing data from public registries also contributes to preventing incorrect payments DIGITAL SOLUTIONS MUST BE EASY-TO-USE, QUICK AND ENSURE HIGH QUALITY 25