ELECTRONIC BOOKING OF AN APPOINTMENT TO VISIT THE ADMINISTRATIVE AUTHORITY IN PERSON
1 INTRODUCTIONThe proposal shows the possibilities of introducing electronic reservation of appointments for obtaining documents in the fields of work within the competence of the Ljubljana Administrative Unit, Department for Administrative Internal Affairs (obtaining the SIGEN-CA digital certificate, issuing extracts from the land register and certificates from the geodetic database, registering or de-registering a residence, issuing an identity card and a passport, issue of a certificate of residence and joint household, issue of a passport for foreigners, issue of an extract and certificate from the civil registry, registration of marriage, registration of same-sex partnerships, recognition of paternity, declaration of surname after divorce, drawing up of a death certificate, administrative procedure relating to change of personal status, issue of a driving licence and registration of a motor vehicle, .As the political, scientific, cultural, economic and transport centre of Slovenia, the Ljubljana Administrative Unit, as an administrative body, is faced with over half a million potential clients.2    The ADMINISTRATIVE INTERNAL AFFAIRS SECTOR is the largest internal organisational unit of UEL, both in terms of the number of employees and the number and scope of administrative services, with the following internal organisational units.The Public Order Department, inter alia, manages the administrative procedures for the issue of the following documents: - identity card,- travel document,- visa,- registration or de-registration of temporary residence- registration or cancellation of a society/association of societies - confiscation of weapons and weapons documents from a legal or natural person,- issuance of permits for the transport of explosives, for the purchase and transfer of explosivesThe Aliens Department, inter alia, manages the administrative procedures for the issue of the following documents:  - permit for the first temporary residence of foreigners in the Republic of Slovenia - identity card for foreigners - passport for foreigners - permit for the first temporary residence, for the extension of temporary residence permits and for the issuance of further temporary residence permits for foreigners in the Republic of Slovenia - permanent residence permit for foreigners in the Republic of Slovenia - residence registration certificate for foreigners from the Member States of the European Economic Area - permanent residence permit for foreigners from the Member States of the European Economic Area,- issue and renewal of temporary residence permits for immediate family members of aliens from the Member States of the European Economic Area who are not nationals of the Member States of the European Economic Area,- permanent residence permits for immediate family members of aliens from the Member States of the European Economic Area who are not nationals of the Member States of the European Economic Area,- certificates from official records The Department of Registry Affairs, inter alia, conducts administrative procedures for the issuance of the following documents:  - registrations for marriage and draws up the registration record,- paternity recognition records,- certificates of citizenship of the Republic of Slovenia by descent on registration of a newborn child in the civil registry,- certificates of citizenship,- extracts from civil registers,- certificates from civil registers,- extracts from the civil registry,- certificates from the civil registry,- certificates from the civil registry,The Department of Transport, inter alia, conducts the administrative procedures for the issue of the following documents:  - registration of motor vehicles and trailers - temporary registration of motor vehicles and trailers - de-registration of vehicles - issue of test plates - issue of metal test plates - receipt of applications for the issue and renewal of driving licences - issue and renewal of driving instructors' (driving instructors) and driving instructors' (driving instructors') licences - receipt of applications for the issue of driving qualification cards - enforcement by registration of penalties for the termination of the validity of a driving licence, - administering the procedure and issuing special signs for stopping and parking vehicles to disabled persons, medical persons and medical organisations - administering the procedure for issuing driving licences in the event of a missing, lost or stolen driving licence - serving driving licences - issuing certificates from official records From the above, it is clear that the above departments have a wide range of tasks and that there is a high volume of requests from customers to obtain certain documents. Moreover, only a part of the tasks they perform has been listed.3 Online reminder on the national E-Government portalSince 11.05.2011, the E-Government portal provides an online reminder service, which requires a qualified digital certificate for registration in the E-Government. The service allows the user to be electronically notified of the expiry of documents (identity card, passport, driving and traffic licence, technical report and weapon certificate) 30, 14 and 3 days before expiry by SMS and/or e-mail and provides the user with the method and timing of the notification. In addition, the user may also set up a notification for a family member under the age of 18 years.3.1 Upgrading the reminder with the possibility to book an appointment electronicallyThe electronic reminder meets all the technological conditions for upgrading or supplementing another service, namely the electronic booking of an appointment for the user to receive a specific service (document arrangement). The new service could allow the user to choose:1. which service he/she would like to receive and 2. the date and time of his/her personal appearance at the administrative authority, which means that the user would be spared waiting time and the employee would receive the customer immediately. The process of electronic reservation would take place in 3 phases:1. The appointment reservation phase The user would fill in the following information in the electronic reservation in the following sequence:1. when (date and time) he/she would like to visit the administrative authority 2. how many documents he/she would like to arrange (one, two or more)3. which documents he/she would like to arrange (identity card, passport, driving and traffic licence, technical report and weapons certificate)4.    the user's choice of how to be informed of the forthcoming date of the visit to the administrative authority (by SMS and/or by e-mail)2. the phase of informing the user that he/she has to visit the administrative authority soon The time (from 1 to 3 days) and the method of informing (by SMS and/or by e-mail) the user of the booked date of the visit to the administrative authority. The longer the period of the user's booked appointment, the higher the chances of forgetting the appointment, so a maximum of 3 days' notice before the user's chosen appointment is the most appropriate.3Confirmation by the user that he/she will appear in person at the agreed time Confirmation by the user (via SMS and/or e-mail) that he/she will appear at the administrative authority at the time he/she has set for himself/herself When selecting a specific administrative service, the user would be informed which documents he/she needs to have with him/her in order to obtain the desired document and the telephone number to call to obtain additional information.4 4.    In 2008, the Sector for Administrative Internal Affairs (SUNZ) received 132 076 administrative cases, in 2009 128 294 and in 2010 147 702 administrative cases, which clearly shows the workload of the authority. The proposed service would benefit the civil service in several areas:- it would bring service users or citizens one step closer to the service- as a result, the system of work of the staff would also change, as there would be a reduction in 'unannounced visits' by service users, as some will reserve time to visit the authority- with the right approach of informing the media about the possible new service, citizens would start to think about obtaining a digital certificate and using the electronic services.