Dear Sir or Madam,
With the system of electronic commerce of the state administration (e-government and edavki) in place, it would be prudent for the state administration to start using these systems. It is illogical and unrealistic that it takes longer to process an application submitted electronically to a public authority through these systems than if the same application were submitted in writing or if the user were to appear in person at the public authority.
Example 1: application for a tax number certificate transmitted via the edavki system.
One week (7 days, 5 working days) after the application was submitted: a call from the clerk of the competent tax office asking her to print and post the certificate (with two clicks, as she explained) (even though she has the option of serving it via edavki). 10 days after the application was submitted and three days after the call, the certificate has not yet arrived. Personal visit to FURS: certificate issued in 2 minutes. In another procedure: on the basis of a written application (to the same tax office) sent by registered post - certificate issued (and received) within 4 days.
Example 2: registration of permanent residence at a different address.
Complete application submitted electronically via e-administration. Two days after submission, the competent UE acknowledged and recorded receipt of the application in the system. Five days after submission, the application has not yet been decided. Personal visit (including ordering of new identity documents): 10 minutes (after 1.5h waiting time).   I am aware of the procedure under the CPA (15 days for issuing certificates or 30 days for a summary decision), but it is absurd and unreasonable that, while a personal visit (which can turn into several hours of queuing due to the rush of customers) can be carried out immediately, the same public administration service can be provided immediately, while the submission of an electronic application (when the public authority has already received all the data in the system itself and has only to "click a few times" to complete the service) condemns the service user to several days of waiting.
E-services should be user-friendly and the public administration should encourage users to use them; this cannot be done if the e-service is realistically the worst option for the user, takes the longest time, and the public administration does not make the most of the system.
I propose that those public authorities (larger UEs, larger financial offices) that have a significant e-application component should set up working groups to deal primarily with applications received electronically. I also suggest that officials should be re-informed of the possibilities offered by the electronic operation of the civil service; otherwise the country will find it difficult to achieve the objectives of its digital agenda or its plans for the computerisation of the civil service.