Area: Javna uprava
Competent authority: Policija
EZU URL: .nan
Initiative ID: 132
Initiative accepted and completed: '2013-10-09'
Initiative classified in EZU: .nan
Initiative forwarded in response: '2013-06-18'
Initiative published: '2013-06-18'
Initiative submitted: '2013-06-07'
Response from the competent authority: 'Reply from the Ministry of the Interior, Directorate
  for Administrative Home Affairs, Migration and Naturalisation In view of the above,
  we will only comment below on the solution applicable to administrative tasks and
  services within the scope of work of the Directorate for Administrative Home Affairs,
  Migration and Naturalisation.It is proposed to upgrade the online reminder on the
  national E-Government portal (which requires the use of a digital qualified certificate),
  which already allows the user to subscribe to information on the progress of documents
  by SMS or e-mail, so that the user can choose the service he/she wishes to receive
  and the date and time of the visit to the administrative unit. The positive aspect
  of the service is that it saves time for the citizen, who does not have to wait
  in line at the competent authority. The process should be carried out in three phases,
  namely the booking phase, the notification phase (SMS or e-mail) when the booked
  appointment is approaching and the confirmation phase by the user. At the same time,
  the user would also receive all the necessary information on the necessary attachments.
  The proposal is based on the statistics of administrative cases of the Administrative
  Internal Affairs Division of the Ljubljana Administrative Unit in the years 2008-2010,
  on bringing services closer to citizens, on the possibility of better organisation
  of work due to the announced visits of the authority and on the increase in the
  number of digital qualified certificates at the expense of adequate public information
  about the novelty. In this respect, we would like to clarify: 1.) The existing possibility
  of using the E-Government portal for specific proceduresThe E-Government portal
  already allows holders of qualified digital certificates to directly perform a number
  of services (including the services mentioned by the applicant) without visiting
  the administrative authority. As an example, here are some of the e-applications
  in our area of work: Voter support for a request to call a legislative referendum,
  an initiative to amend the Constitution, an initiative to table a bille-registration
  of permanent residencee-registration and de-registration of temporary residencee-registration
  and de-registration of temporary residence by the landlorde-registration of permanent
  residence from the RSe-registration of temporary departure abroade-determination
  of the address for service of maile-application for a certificate of permanent residenceue-declaration
  of household membershipue-application for a certificate from the household register
  (list of members and number of members)e-application for a certificate of temporary
  residenceue-application for a certificate of permanent residenceue-request for an
  extract from the civil registry of birthsue-request for an extract from the civil
  registry of deaths e-request for an extract from the civil registry of marriage-request
  for a certificate from the civil registry of deathse-application for a certificate
  from the civil registry of marriagee-application for a certificate from the civil
  registry of deaths Application for a certificate of information from the official
  records of the administrative units Given that an individual with a valid digital
  certificate can already perform all the services of registration and obtaining extracts
  and certificates from the official records online, it is not practical to order
  a visit to the administrative unit online to perform these services. This significantly
  narrows the range of administrative services that can only be carried out at the
  administrative unit, which the petitioner bases on the annual statistics of all
  administrative services provided by the administrative unit. 2.) Organisational
  aspect While the implementation of the proposal makes sense, the organisational
  aspect of the work of the administrative units must also be taken into account.
  Administrative units organise their work in such a way as to minimise queues for
  customers, within the existing staffing and space capacities. In doing so, it is
  necessary to adapt to certain unforeseen situations, such as the absence of a staff
  member due to illness or a sudden increase in the number of applications or other
  administrative tasks that are not carried out on a daily basis (e.g. validation
  of referendum request forms). In the case of client ordering, this could in practice
  lead to a situation where the client would have to be reassigned (despite the envisaged
  relief for the client, ordering and reassignment may impose an additional administrative
  burden on the work of the administrative authority) or the client could not be guaranteed
  a hearing within the promised timeframe, which could lead to a negative public perception.
  Notwithstanding the fact that an administrative task may be carried out within the
  expected timeframe, in practice there are situations where the hearing of one party
  may be delayed beyond the normal timeframe. An example is an application for a passport
  which requires fingerprinting. If the fingerprinting is straightforward, the process
  can be completed in five minutes, but if there are problems with the fingerprinting,
  the fingerprinting can be delayed and take up to half an hour. We highlight this
  case because we want to present an aspect of the organisation of the work of a customer
  service officer. If the clients are not booked, the administrative unit can deal
  with the applications in the order in which the clients arrive and, in the event
  of a large number of people waiting, open an additional scrutineer''s post. If ordering
  were to be introduced, the administrative unit would have to have a clerk to deal
  with regular clients, plus an additional clerk to deal with ordered clients, which
  would be extremely difficult to ensure in smaller administrative units. The work
  of the ''customer officer'' could not be optimised, as the situations mentioned
  above would result in either the customer officer waiting alone between different
  customers or the customer officer waiting for orders if the procedures were delayed,
  which cannot be foreseen in advance. Another aspect that is not negligible is the
  indisciplinarity of the ''customer service officer'', since the officials working
  in the administrative units do not cover all the areas of work of the administrative
  unit concerned by the proposal. It is also necessary to point out the necessary
  spatial adaptations in the administrative units to allow for special treatment of
  clients.'
Text file: 132.txt
Title: Initiative to upgrade the online reminder
URL: https://www.stopbirokraciji.gov.si/pobuda/?st=132
