The impact of digitization on the operation of public administration offices in Poland in 2014

Transcription

1 The impact of digitization on the operation of public offices in Poland in 2014 December 2014

2 Table of contents 2 PROJECT INFORMATION 3 Electronic invoices 28 MAIN FINDINGS 9 Computer literacy 33 III SURVEY RESULTS: Use of ICT in public offices 38 Information about the offices surveyed Electronic Mailbox 46 Strategic management in the area of digitization 17 E-services provided to the public 53 Development of the information society 26 The office website 60

3 Project Information 3

4 Research objectives 4 In November 2014 the research project entitled Impact of Digitization on the Operation of Public Administration Offices in Poland was carried out for the fifth time. The main research objective was to make a diagnosis of the status of computerization/ digitization and to determine the impact on these processes on improving the efficiency of operations of offices in Poland in The information collected in the survey will help to determine the current status of management practices concerning computerization processes, the level of digital competencies in public offices, the degree of utilization of modern technologies in providing services to and communicating with the citizens of Poland at various levels The results will be used for the monitoring of the Efficient State Strategy 2020 (SSP 2020), the Integrated State Computerization Plan (PZIP), and the Digital Poland Operational Programme (POPC) currently under development. Last year s report can be accessed on the Ministry of Administration and Digitization website under the Społeczeństwo informacyjne/badania i raporty tab.

5 Research project execution/fieldwork procedures Methodology and workflow: The research was carried out in the format of an online survey (CAWI). The online questionnaire was accessible through a dedicated platform developed specifically for the survey by PBS Sp. z o. o. Alternatively, respondents were also able to download the questionnaire from the website, print it out and return the completed form by post. The individuals to whom the questionnaire was addressed were the representatives of the office/authority management and IT staff in the office. At some points the questionnaire might also require consultations with members of staff responsible for other operational areas. In total, 1644 local and state offices took part in the survey (including both local and state/central government entities). Fieldwork: The survey fieldwork was carried out between 6 November and 4 December

6 Report structure 6 6 Report structure: The basic analyzed entity (research unit) is the office (i.e. local/state unit/authority). The results for each question are presented in the report in the following way: interpretation of findings, discussion of the most salient differences and closest similarities as well as other conclusions including, where appropriate, significant relationships between variables; a chart with a presentation of results for the total sample; a chart with a presentation of results by different categories of offices/authorities, taking into account specific categories of local levels (total results, results split by municipal, county and marshal's offices) and the category of government /state authorities (which includes central offices/ministries, provincial offices, the President of the RP, the Supreme Audit Office (NIK), the National Board of Radio and Television (KRRiT), the national Bank of Poland (NBP), etc.) The results are additionally presented in breakdown by province. Whenever it is reasonable to refer back to the results obtained in the previous editions of the survey, comparative results are also presented.

7 Percentage of complete responses 7 The Office Percentage of complete responses Urban municipalities (gminy miejskie) 48% 52% 50% Rural municipalities (gminy wiejskie) 58% 57% 53% Mixed municipalities (gminy miejsko-wiejskie) 52% 54% 54% Urban districts (miasta na prawach powiatu) 55% 52% 62% Country districts (powiaty ziemskie) 56% 59% 56% Province marshal s offices (urzędy marszałkowskie) 88% 69% 50% Province governor s offices (urzędy wojewódzkie) 94% 69% 0% Ministries 82% 50% 78% Offices of city districts (urzędy dzielnic) in Warsaw 33% 28% 11% State authorities including government 50% 43% 40% Thanks to repeated contact with offices, taking the form of: the invitation letter, an message with information on project commencement, an message with reminder of the project, repeated phone calls, in 2014, the proportion of the sample who completed the interview reached 55%.

8 Percentage of complete responses in local offices Province: 1 Zachodniopomorskie 2 Pomorskie 3 Warmińsko-Mazurskie 4 Podlaskie 5 Mazowieckie 6 Kujawsko-Pomorskie 7 Wielkopolskie 8 Lubuskie 9 Dolnośląskie 10 Opolskie 11 Śląskie 12 Małopolskie 13 Podkarpackie 14 Łódzkie 15 Świętokrzyskie 16 Lubelskie % 60% 49% 54% 52% 54% 58% 47% 46% 53% 57% 54% 59% 54% 53% 60% 58% 58% 54% 54% 48% 59% 53% 52% 61% 49% 44% 55% 51% 50% 56% 56% 47% 61% 57% 58% 59% 51% 52% 65% 65% 56% 59% 60% 55% 58% 55% 56%

9 Main findings 9

10 Main findings Strategic management in the area of digitization Offices which have a strategic document concerning ICT development still represent less than 10% of all offices (one out of 11). This situation has not changed, compared to last year. In the local sector a document like this is available in only 8% of offices. Government offices are four times more likely (32%) to have a strategic document like this. However, the percentage among the government offices has been decreasing year-on-year. 76% of offices used co-financing with EU funds. These funds were most often (54%) assigned to the development of ICT projects in the respondent s office. Offices increasingly often decided to support the development of e-services (50%) and the development of information society (47%). Almost three out of four local offices and half of offices in the government sector plan to apply for European co-financing for the computerization of their office in the years

11 Main findings Development of information society Depending on the type of the office and nature of its duties, public offices are in charge of the delivery of specific outcomes. District offices (i.e. offices at the intermediate level of powiat) support e-recruitment for schools and pre-schools definitely more often (45%) than other local offices. On the other hand, when it comes to education and access at the basic level, 61% of the offices at the lowest local level of municipality (gmina) provide access to Internetenabled computers or workstations to be used by the public. In the sector of central/government, over half of the offices use Web 2.0 solutions in order to support the operations of the office and its communication with citizens. Just as it was in the past two years, two out of three local offices support the operations of public Internet access points.

12 Main findings Electronic invoices Offices very rarely receive electronic invoices in a standardized format. Most often these invoices come in an non-standardized format (i.e. as a PDF, JPEG or TIF files) sent via (74%). Strong majority of offices (86%) do not have a system to process electronic invoices automatically Websites of public authorities and offices The percentage of authorities and offices which provide public access to their websites in various language versions has been increasing each year. At the moment, 43% of offices offer such access. These websites are increasingly often designed in a way that makes access through a mobile phone and other mobile devices possible (29%). The facility most often featured on a website of an office or authority is a search engine (84%). Besides, over 60% of offices in both local and state offer on their websites a catalogue/directory of services/matters within their competencies, with explanations how and where these can be dealt with.

13 Main findings Computer literacy Three out of four offices use computer literacy as a compulsory criterion in the recruitment process for prospective core staff members. This percentage has stayed on a level similar to previous years. For local, the method most often used to verify computer literacy of core candidates is the verification of their CVs and diplomas confirming computer skills (68%). In this sector, these competencies are most often verified in this way at municipality offices (gmina 71%) and least often at district offices (powiat 61%). In the government sector competencies of candidates are often checked by giving the prospective employees practical tasks or tests to complete, yet analysis of the documents submitted is used almost as often (46% vs. 43%).

14 Main findings Use of ICT in public offices % of employees have a personal account at their workplace. This means a 2 percentage points increase vs. last year. For the government sector the corresponding figure is 91%. In the local sector the province marshal's offices are the only category where the corresponding percentage is higher than last year (99%). One out of six office employees have got an electronic signature. This proportion is similar to that noted in previous years. Slightly over half (51%) of offices in the local sector provide their employees with remote access to the electronic mail system and to the documents and applications used at their workplace, and the corresponding proportion of remote access solutions in the state sector is notably higher (92%). Compared to the year before, there has been no significant change in this regard.

15 Main findings Electronic Mailbox In 2014 the proportion of offices/ units with an Electronic Mailbox functionality stood at 96%. The usage of Electronic Mailboxes differs between government and local units. Government units use Electronic Mailboxes in a more differentiated way 37% of this group both receive and send letters in various matters via the EM. On the other hand, in the local sector, letters are sent via EM usually only in response to matters initiated through this channel by external parties (46%). In the government Electronic Mailbox is used for 6% of correspondence in specific matters. The corresponding percentages for local are 15% and 14%, respectively. More than one in ten letters submitted to offices/ units in 2014 were delivered through the Electronic Mailbox. The share of incoming documents received in this way has increased by 2 percentage points, compared to Similarly, the share of documents sent out by office/authoritiess via Electronic Mailbox has systematically increased to 9% in 2014.

16 Main findings E-services provided to the public More than half of offices provide electronic services other than those based on the so called general letter template (48%). Yet, compared with the year before, this is an increase by only 1 percentage point. Similarly to what was the case in the years before, over 80% of the offices which offer e-services provided citizens and entrepreneurs with information about the possibility to access the e-services of public online and encouraged the public to do so. More than one out of three offices provide an opportunity to track progress of the case online. The proportion does not differ between government and local units. Among local units the highest proportion is found among district (powiat) offices (53%), and the lowest proportion among municipality (gmina) offices (33%).

17 17 SURVEY RESULTS: Strategic management in the digitization area II

18 Yes No Strategy concerning the development of information and communication technologies B1. Does your office have a strategic document (a strategy, plan, programme) regarding the development in the ICT area (digitization or computerization)? State authorities Total including government Local Municipality District offices offices 9% 91% 34% 66% 8% 6% 17% 92% 94% 83% 18 Province marshal s offices n=1644 n=79 n=1565 n=1331 n=214 n=14 9% 91% 39% 61% 8% 6% 16% 92% 94% 84% 57% 43% 55% 45% n=1656 n=66 n=1590 n=1356 n=223 n= Sample: all offices 9% 91% 52% 48% 8% 6% 15% 92% 94% 85% n=1556 n=29 n=1507 n=1277 n=222 n=8 Compared to previous years the situation has not changed with regard to the proportion of offices which have a strategic document concerning ICT development 9%. In the sector of local strategic ICT development plans can be most often found in province marshal's offices (57%). The values shown in the charts may sum up to more or less than 100% due to rounding. 63% 38%

19 2014 The scope of the strategic document B2. Is the strategic document concerning the ICT development concerned exclusively with the operations of the office/authority (meaning that the strategic document does not cover the ICT development of the environment, i.e. the public, entrepreneurs, NGOs)? State authorities including government Local Municipality Total offices District offices Province marshal s offices 52% 59% 50% 49% 56% 38% 48% 41% 50% 51% 44% 63% 2013 Yes n=154 n=27 n=127 n=83 n=36 n=8 33% 61% 58% 73% 60% 57% No % 27% 42% 40% 43% n=155 n=26 n=129 n=88 n=35 n=6 56% 44% 80% 20% 51% 53% 53% 49% 47% 47% n=136 n=15 n=114 n=75 n=34 n=5 Sample: offices which have a strategic document concerning ICT development Compared to previous years there has been a decrease in the proportion of offices where the strategic document is concerned only with the operations of the office itself (52% vs. 61%). It continues as a rule that strategic documents in local offices are more often than in state offices concerned with the activities that cover the ICT development of the office s environment (50% vs. 41%). 67% 100%

20 Monitoring the issues 20 B3. Please mark the issues which are monitored in your office satisfaction with customer service 41% 44% 42% quantities/cost of paper used (for printing, copying, etc.) 38% 42% 41% time required to process the cases 36% 43% 39% risk of compromising information integrity, accessibility or confidentiality 32% 30% 29% interest in e-services 25% 25% 26% employee workload 24% 28% 26% costs of customer service 13% 16% 14% employee innovativeness 9% 10% 11% quantity/costs of energy used by ICT equipment 9% Total, n= % Total, n= % Total, n=1556 Sample: all offices/authorities none of the above 23% 22% 22% The issues which are most often monitored by offices continue to be: satisfaction with customer service (41%), the quantities/costs of paper used (38%) and the time required to process the cases submitted to the office (36%).

21 Monitoring the issues 21 B3. Please mark the issues which are monitored in your office State authorities including government 41% satisfaction with customer service 48% 28% 2014 quantities/cost of paper used (for 53% 50% 2013 printing, copying, etc.) 52% % time required to process the cases 56% 41% risk of compromising information integrity, accessibility or confidentiality interest in e-services employee workload costs of customer service employee innovativeness quantity/costs of energy used by ICT equipment none of the above 18% 14% 7% 8% 8% 3% 17% 14% 19% 14% 14% 35% 38% 31% 30% 34% 53% 48% 73% 64% 72% Local 41% 44% 42% 37% 41% 41% 36% 43% 39% 30% 29% 28% 25% 25% 26% 23% 28% 26% 12% 16% 14% 9% 9% 11% 9% 10% 10% 24% 22% 22% Sample: all offices/authorities State authorities/ government units are more likely than local units to monitor the issues in question. State offices, including government offices, most often monitor the risk of compromising information integrity, accessibility or confidentiality (73%) and the costs of paper used (53%). Compared to the 2012 year, there has been an increase in the proportion of offices in this group which monitor employee workload (19 p.p.) and the cost of customer service (16 p.p). The issue most often monitored by local offices is customer satisfaction with the services (41%). Compared to previous years, the level of monitoring of individual issues has generally decreased.

22 Profile of the office 22 B4. Please, mark the statements which apply to your office: The office promotes the use of ICT among its staff, in order to improve the effectiveness of work and quality of customer service The office promotes and rewards employee innovativeness, e.g. with regard to work organization None of the above % Total 29% 10% State authorities including government 86% 38% 9% Local 67% 66% Municipality offices District offices 72% 30% 31% 25% 9% 8% 12% Province marshal s offices 86% 21% 14% 2013 n=1644 n=79 n=1565 n=1331 n=214 n=14 68% 85% 68% 67% 71% 82% 29% 10% 18% 14% 30% 31% 26% 10% 9% 13% 18% 18% n=1656 n=66 n=1590 n=1356 n=223 n= % 86% 65% 64% 70% 88% 32% 32% 33% 38% 29% 8% 14% 10% 8% 7% 11% n=1556 n=29 n=1507 n=1277 n=222 n=8 Sample: all offices/authorities Just as it was the case in 2013 and 2012, the majority of offices promote the use of ICT among staff in order to improve their work effectiveness and quality of customer service. Compared to previous years there has been a noticeable increase in the number of government offices/authorities which promote and reward the innovativeness of their staff (38% vs. 18%).

23 The use of EU funds 23 ICT development of the office development of electronic services support for the development of the information society none B5. Please, mark the digitization-related purposes for which your office used EU funds: Sample: all offices/authorities 54% Total 50% 47% 24% State authorities including government 53% 38% 32% 25% Local 54% 51% n=1644 n=79 n= % 23% satisfying fairly satisfying neither satisfying nor disappointing fairly disappointing disappointing B6. Please, give an assessment of the outcomes of projects co-financed with EU funds: Sample: offices which use European funds for digitization-related purposes 36% 49% 12% 35% 85% 87% 82% 70% 50% 24% 12% 3% 5% 3% n=1248 n=37 n=1211 In the state sector (including government ) more than five out of ten offices did not use EU funds for digitization-related purposes. In the local sector European funds are allocated to foster the development of information society (48%) twice as often as in the government sector (25%), but at the same time the local admininstration sector is slightly less satisfied with the outcomes of the ICT-related projects co-finaced with European funds. The values shown in the charts may sum up to more or less than 100% due to rounding.

24 Problems related to the implementation of IT projects 24 B9. Has it ever happened that the implementation of an IT project was paused or delayed because of: never happened problems related to financing 23% 18% 27% 17% 55% 56% difficulties concerning the expected outcomes or the expected quality of the system implemented 14% 13% 38% problems concerning cooperation with IT service suppliers inadequate human resources allocated for the project (either in terms of numbers of people or their competencies) corruptive behaviours of the participants in the project implementation process other reason 12% 10% 12% 10% 1% 3% 1% 4% 8% 4% 43% 41% Total, n=1644, of which: State authorities, including government, n=79 Local, n=1565 Sample: all offices/authorities Overall, more than half of offices never paused or delayed the implementation of an IT project. Projects in the government sector are more likely to be stopped or deferred. 43% of the interviewed offices in this sector faced an interruption or delay in a project, due to problems concerning cooperation with IT service suppliers, and 41% due to inadequate human resources allocated for the project.

25 Outcomes resulting from the implementation of ICT solutions 25 B12. What changes resulting from the application of ICT in your office have been observed in specific areas? Total State authorities including government Local interest in e-services 48% 43% 0,3% 9% 73% 20% 6% 47% 44% 0,3% 9% customer satisfaction with the service 31% 50% 0,4% 18% 43% 28% 29% 30% 52% 0,4% 18% costs of customer service 13% 53% 14% 20% 9% 35% 24% 32% 13% 53% 14% 20% increase time required to process the cases 16% 49% 23% 12% 13% 27% 38% 23% 16% 50% 22% 11% no change decrease employee workload 40% 40% 10% 11% 18% 39% 19% 24% 41% 40% 9% 10% don't know employee innovativeness 31% 53% 1% 15% 44% 30% 25% 31% 54% 1% 14% quantity of paper-based documents 16% 58% 18% 7% 6% 29% 57% 8% 17% 60% 16% 7% number of employees 11% 79% 2% 8% 1% 68% 11% 19% 11% 80% n=1644 n=79 n=1565 2% 7% Sample: all offices/authorities Over half of offices has noticed increased interest in electronic services; this has been observed in as many as 73% of offices in the government sector. When it comes to the number of employees, no changes were generally noticed (79%). The offices in the government sector noticed the sharpest decrease with regard to the number of paper-based documents processed (57%). The values shown in the charts may sum up to more or less than 100% due to rounding.

26 26 26 SURVEY RESULTS: The development of the information society III

27 Actions pursued by offices/authorities 27 C1. Please, indicate which of these actions are pursued in your office: Open online consultations with the community in matters within the office s scope of competency 22% 30% 30% 31% 29% 31% 24% 24% 34% Use of Web 2.0 solutions in order to support the operations of the office and communication with citizens 22% 20% 52% Total, n= % 20% 61% n= % 17% 55% n=1556 Encouraging citizens to participate in working out a decision 18% 17% 28% State authorities including government, n=79 Local, n= % 20% 16% n=66 n= % 10% 12% n=29 n=1507 Sample: all offices/authorities More than half of offices in the state sector apply Web 2.0 solutions in order to support their operations and communication with citizens, whereas the corresponding proportion in the sector of local is more than 30 percentage points lower. Compared to the previous year, the proportion of offices in the government sector which use Web 2.0 solutions in order to support the operations of the office and communication with citizens has decreased (by 9%). At the same time there has been an increase (by 8%) in the proportion of government offices which encourage citizens to participate in working out a decision.

28 28 SURVEY RESULTS: Electronic invoices

29 Electronic invoice format a standardized structure 29 D1. How often does your office receive electronic invoices with a standardized structure (e.g. in XML notation): Numbers shown in charts are expressed as percentages (%). sent as an message with an attachment or downloaded in an electronic format delivered automatically via a secure connection, e.g. a system such as EDI Total State authorities including government Local At least once a week At least once a month but less often than once a week Less often than once a week Never 97 n=1644 n=79 n=1565 Local : Municipality offices District offices Province marshal s offices sent as an message with an attachment or downloaded in an electronic format delivered automatically via a secure connection, e.g. a system such as EDI n=1331 n=214 n=14 At least once a week At least once a month but less often than once a week Less often than once a week Never Sample: all offices/authorities Almost three out of four offices receive no invoices in the form of attachment or downloaded in an electronic format. 95% of offices do not receive electronic invoices delivered automatically via a secure connection. In the local sector, the higher a specific office/authority is ranked in the hierarchy, the lower the proportion of offices which receive invoices in the form of an attachment or download them in other electronic formats.

30 Electronic invoice format a non-standardized structure 30 D2. How often does your office receive electronic invoices in a non-standardized format (e.g. PDF, JPEG, TIF, etc.)? Numbers shown in charts are expressed as percentages (%). Total State authorities including government Local sent as an message with an attachment downloaded through an internet-based service n=1644 n=79 n=1565 At least once a week At least once a month but less often than once a week Less often than once a week Never Local : Municipality offices District offices Province marshal s offices sent as an message with an attachment downloaded through an internet-based service n=1331 n=214 n=14 At least once a week At least once a month but less often than once a week Less often than once a week Never Sample: all offices/authorities One out of four offices receive no electronic invoices sent in a non-standardized format as an attachment. Two out of three offices receive no electronic invoices downloaded via an internet-based service. Province marshal s offices more often than other offices/authorities receive invoices sent as an message with an attachment (29% at least once a week). Majority of them receive no electronic invoices downloaded via an internet-based service. The non-standardized format is more widespread than the standardized format.

31 Proportion of invoices received in an electronic format 31 D3. Please, estimate what percentage of invoices received by your office in 2014 were electronic invoices Total State authorities including government Local Municipality offices District offices Province marshal s offices 3% 4% 3% 3% 3% 1% The proportion of electronic invoices expressed as the percentage of all invoices received is established on the basis of the declaration of the respondent who filled out the questionnaire. Sample: all offices/authorities In 2014, electronic invoices accounted for only 3% of all invoices received by the offices/authorities.

32 The system for processing electronic invoices 32 none D4. What IT system is used in your office to automatically process electronic invoices: Total State authorities including government Local 86% 86% 86% finance and accounting system electronic document workflow software other Sample: all offices/authorities 8% 11% 8% 5% 1% 6% 0,4% 1% 0,4% n=1644 n=79 n=1565 D5. Who has developed the system used for processing electronic invoices in your office: Total State authorities including government Local in-house IT unit external IT firm 83% ZETO* Sputnik Software Rekord Systemy informatyczne Radix 100% 17% 18% 82% ZETO* Sputnik Software Rekord Systemy informatyczne Radix n=223 n=11 n=212 Sample: all offices/authorities *The names of IT firms most often named as the suppliers of the system used to process electronic invoices. Strong majority of offices (86%) do not have a system for automatic processing of electronic invoices. In the group of offices which have a system for automatic processing of electronic invoices, the system was most often supplied by an external IT firm (83%). The values shown in the charts may sum up to more or less than 100% due to rounding.

33 33 SURVEY RESULTS: Computer and IT literacy V

34 Computer literacy as a recruitment criterion for prospective employees 34 E1. When recruiting employees for core positions in the office, do you list their computer literacy level as a compulsory criterion? 2014 Total State authorities including government Local Municipality offices District offices Province marshal s offices 73% 67% 73% 73% 72% 79% 27% 33% 27% 27% 28% 21% 2013 Yes No n=1644 n=79 n=1565 n=1331 n=214 n=14 74% 67% 74% 75% 71% 55% 26% 33% 26% 25% 29% 45% n=1656 n=66 n=1590 n=1356 n=223 n= % 76% 74% 74% 73% 75% 26% 24% 26% 26% 27% 25% Sample: all offices/authorities n=1556 n=29 n=1507 n=1277 n=222 n=8 The proportion of offices which use computer literacy as a compulsory criterion in the recruitment process of prospective core staff members stands at 73% a level that hasn t changed over the past three years. Computer literacy is more often listed as a compulsory criterion in the recruitment process in local (73%), compared to state (67%). The values shown in the charts may sum up to more or less than 100% due to rounding.

35 IT training 35 E3. Do new employees in your office undergo compulsory IT training? % 26% 25% 40% Yes No 73% 74% 75% 60% n=1644 n=1656 n=1556 n=1601 E4. Was there IT training carried out in your office for its employees? 51% 44% 29% 39% Yes No 49% 56% 71% 61% n=1644 n=1656 n=1556 n=1016 Sample: all offices/authorities In 2014 percentage offices, which run compulsory IT training for new employees, remained at a similar level compared to years This percentage declined by 13 percentage points compared to On the other hand, offices take care to support and develop IT competencies among their staff: over the past three years there has been a consistent increase in the proportion of offices which organize IT training for their employees to over 50% in 2014 The values shown in the charts may sum up to more or less than 100% due to rounding.

36 Areas of employee training 36 E5. What were the computerization-related areas in which the employees of your office were trained in 2014? lectronic document management according to the requirements imposed by the Code of Administration Procedure and the new office document flow instruction specialized applications security principles concerning data processing in ICT systems 62% 63% 62% 62% 75% 61% 53% 71% 51% security of IT systems standard office applications 46% 43% 38% 36% 64% 75% certified IT training, e.g. database management, server management, configuration, virtualization and archiving ways to implement and use e-services on the epuap platform 28% 26% 53% Total, n=835, of which: development and integration of IT systems standards with regard to computerization of public entities and interoperability 13% 11% 11% 9% 29% 29% State authorities/ government ; n=75 Local, n=760 good practices, successful IT solutions applied in the offices in Poland and abroad 10% 8% 28% making the website compliant with the WCAG 2.0 Internet content guidelines Sample: offices where IT training was available to employees Offices in the government sector provided IT training to their staff more often, across all the categories. Most often these offices embarked on training in the areas of specialized applications and security of IT systems (75%). In the local section staff was most often trained in the areas of electronic document management according to the requirements imposed by the Code of Administration Procedure and the new office document flow instruction (62%). 7% 5% 33%

37 Reasons why no training has been carried out 37 E4. In 2014, did your office arranged IT training for its staff? E6. Why haven t you decided to run IT training among your employees? Yes Total 51% 49% No current level of computer literacy among employees meet the requirements of our office 54% 50% 54% n=1644 State and government budget restrictions did not allow to finance training we do not have any defined training needs within this scope 32% 25% 32% 27% Total, n=809, of which: n=79 95% 5% 27% State/government ; n=4 Local we had conducted relevant training in the past years, hence there was no need for it this year 20% 25% 20% Local ; n=805 n= % 51% other reasons 1% 1% Sample: all offices/authorities ies Sample: offices which carried out no IT training The main reasons why no IT training has been provided in state offices were budget limitations and currently sufficient levels of computer literacy among staff (50%). In the local sector, over half of offices concluded that the current level of computer literacy of their staff meet the requirements (54%). At the same time, local offices indicated budget restrictions somewhat more often than offices in the government sector.

38 SURVEY RESULTS: V Use of ICT in the office I

39 Share of employees who have a personal account at work Total State authorities including government Local Municipality offices District offices Province marshal s offices 71% 91% 70% 69% 72% 99% 29% 30% 31% 28% 9% 1% n=1644 n=79 n=1565 n=1331 n=214 n= have don't have 69% 68% 68% 68% 95% 99% 31% 32% 32% 32% 5% 1% n=1656 n=66 n=1590 n=1356 n=223 n= % 95% 69% 69% 69% 97% Sample: all offices/authorities 31% 5% 31% 31% 31% n=1556 n=29 n=1507 n=1277 n=222 n=8 In the state sector ten out of eleven employees (91%) have a personal e- mail account, compared with only 70% in the local sector. It should be noted that in province marshal's offices, almost all employees of these offices have personal accounts at work. There were no signifcant differences compared to previous years. The values shown in the charts may sum up to more or less than 100% due to rounding. 3%

40 Share of employees who have an electronic signature Total State authorities including government Local Municipality offices District offices Province marshal s offices 16% 9% 17% 18% 10% 5% 84% 91% 83% 82% 90% 95% 2013 have don't have n=1644 n=79 n=1565 n=1331 n=214 n=14 15% 8% 16% 17% 10% 4% 85% 92% 84% 83% 90% 96% 2012 n=1656 n=66 n=1590 n=1356 n=223 n=11 16% 8% 16% 17% 9% 5% 84% 92% 84% 83% 91% 95% Sample: all offices/authorities n=1556 n=29 n=1507 n=1277 n=222 n=8 People who work in local units are almost twice as likely to have an electronic signature as those in state units (17% vs. 9%, respectively). In province marshal's offices only 5% of employees have an electronic signature. Compared to prevoius years this fraction is at a similar level. The values shown in the charts may sum up to more or less than 100% due to rounding.

41 Remote access to systems, documents and applications 41 F3. Does your office provide employees with remote access to the office system, documents and applications? 2014 Total 53% 47% State authorities including government 92% 8% Local Municipality offices District offices 51% 49% 61% 49% 51% 39% Province marshal s offices n=1644 n=79 n=1565 n=1331 n=214 n=14 100% 2013 Yes No 2012 Sample: all offices/authorities 54% 46% n=1656 n=66 n=1590 n=1356 n=223 n=11 53% 47% 89% 11% 90% 10% 53% 50% 47% 50% 51% 49% 60% 49% 51% 40% n=1556 n=29 n=1507 n=1277 n=222 n=8 Slightly over half of offices in the local sector provide their employees with remote access to the electronic mail system and to the documents and applications used at their workplace, whereas the corresponding proportion in the state sector is twice as high (92%). Compared to last year, there has been no significant change with this regard. The values shown in the charts may sum up to more or less than 100% due to rounding. 65% 35% 82% 18% 100%

42 Level of IT competencies 42 F4. Which of the models presented below provides the best description of the level of IT development in your office? State authorities including government Local Municipality Province Total District offices offices marshal s offices 21% 38% 20% 21% 17% 15% % 59% 67% 65% 77% 85% 10% 2% 1% 1% 10% 2% 11% 3% 5% 1% n=1644 n=79 n=1565 n=1331 n=214 n= % 38% 18% 19% 18% 18% 67% 58% 67% 66% 75% 82% 11% 3% 3% 2% 12% 3% 12% 3% 7% n=1656 n=66 n=1590 n=1356 n=223 n=11 17% 28% 16% 16% 18% 24% 2012 Sample: all offices/authorities 68% 69% 68% 67% 76% 75% 12% 3% 3% 12% 3% 13% 4% 5% 1% n=1556 n=29 n=1507 n=1277 n=222 n=8 An integrated package of applications dedicated to specific areas on the basis of a shared database shared authorization (managing all users/applications), an ERP-class system. Computers linked into a network, applications and files hosted on the server, data sent betweenprogrammes in a batch mode off line. Dispersed structure: independent computers/software running under DOS or Windows. No applications other than standard office software (e.g. MS Office). Compared to 2013, there has been no significant change in the overall profile of information technology usage in the state/local sector. Compared to 2012 there has been an increase of 10 percentage points of offices using an integrated package of dedicated applications which operate on the basis of a shared database. The same decrease has been noticed for fraction of offices where computers ale linked into network applications and files hosted on the server, data sent between programmes in a batch mode. In 2014 almost four out of ten (38%) state offices used an integrated package of dedicated applications which operate on the basis of a shared database. In local, the solution was used by one out of five offices. The values shown in the charts may sum up to more or less than 100% due to rounding.

43 Use of the the electronic documentation management system (EZD) 43 F5. Does your office/authority use the electronic documentation management system (EZD)? % 46% 41% Yes No 58% 54% 59% n=1644 n=1556 n=1601 Sample: all offices/authorities Compared to 2012 year, there has been a decrease in the number of offices using the EZD system (by 4 percentage points). Still, the usage rates are above those achieved in 2011.

44 Use of the the electronic documentation management system (EZD) 44 F5. Does your office/authority use the electronic documentation management system (EZD)? Total State authorities including government Local Municipality offices District offices Province marshal s offices Yes 42% 62% 41% 38% 55% 50% No 58% 38% 59% 62% 45% 50% n=1644 n=79 n=1565 n=1331 n=214 n=14 Sample: all offices/authorities Six out of ten offices in the government sector use the electronic documentation management system (EZD). For the local sector the corresponding figure stands at 41%, and the worst results are those recorded for municipality offices (38%).

45 Methods used to document the case flow 45 F6. Which of these document flow systems is the primary system used by your office for recording the case flow and documenting the outcomes? the EZD system (electronic document management system) the traditional system supported by ICT tools the traditional system completely non-electronic Sample: all offices/authorities Total 7% 60% 33% 9% 62% 29% 55% 44% State authorities including government 33% 51% 16% 29% 64% 8% 69% 24% Local Municipality offices 62% 60% 30% 32% District offices Province marshal s offices 5% 5% 7% 14% 61% 58% 34% 37% 8% 9% 8% 9% 1% 7% 1% 1% 1% 55% 52% 44% 47% 76% 71% 18% 14% n=1644 n=79 n=1565 n=1331 n=214 n=14 75% 82% 17% 9% n=1656 n=66 n=1590 n=1356 n=223 n=11 n=1556 n=29 n=1507 n=1277 n=222 n=8 In the past year there has been a decrease in the proportion of local offices where case flow records are kept in the electronic (EZD) system. At the same time, in the government sector from 2012, there is a consistent increase in the proportion of EZD users. Six out of ten offices have in place a traditional document flow system, supported by ICT tools, and use this system as the primary method for dealing with and resolving the cases/inquiries. 69% 30% 88% 13% The values shown in the charts may sum up to more or less than 100% due to rounding.

46 46 SURVEY RESULTS: Electronic Mailbox

47 The way in which the Electronic Mailbox (ESP) functionality is used 47 G3. Which of the ways in which the Electronic Mailbox (ESP) functionality may be used in your office provides the best description of everyday practice in your office? Total 16% 13% State authorities including government 37% 6% Local Municipality offices 46% 19% 47% 47% 16% the office uses the Electronic Mailbox to both receive and send letters in a broad range of cases the office uses the Electronic Mailbox to both receive and send letters in specific types of cases District offices 15% 10% 15% 15% 13% 6% 4% 11% 6% 4% 6% 4% 2% 1% Province marshal s offices the Electronic Mailbox is used for the receipt of electronic letters and for sending out replies to letters sumbitted to the office in this way the Electronic Mailbox is used mainly for the receipt of electronic letters there is an Electronic Mailbox in the office but it is practically not used no Electronic Mailbox in the office 15% 13% 14% 15% 24% 29% n=1644 n=79 n=1565 n=1331 n=214 n=14 9% 50% 14% 50% 7% Sample: all offices/authorities The usage of Electronic Mailboxes differs between government and local. Government units use Electronic Mailboxes for the receipt and dispatch of letters concerning a broad range of issues (37%) and only 6% of these offices restrict the use of Electronic Mailbox to specific cases only. The corresponding percentages for local are 15% and 14%, respectively. The values shown in the charts may sum up to more or less than 100% due to rounding.

48 The share of documents received through the Electronic Mailbox (ESP) in the incoming correspondence at the office G1. How many documents (letters) were submitted to your office between 1 January and 30 June 2014?* G4. How many documents (letters), excluding official acknowledgment of receipt, were received by your office through the Electronic Mailbox between 1 January and 30 June 2014?* Total 11% State authorities including government 7% Local Municipality offices 11% 12% District offices 7% Province marshal s offices 1% % of electronic documents in the incoming correspondence 89% 93% 89% 88% 93% 99% * Excluding don't know responses n=1644 n=79 n=1565 n=1331 n=214 n=14 Sample: all offices/authorities The lowest share of electronic documents in the incoming correspondence can be found among province marshal s offices only 1%. The leaders in this ranking are municipality offices 12%. The share of electronic documents in the incoming correspondence is lower in the state sector (7%) compared to local. The values shown in the charts may sum up to more or less than 100% due to rounding.

49 The share of documents sent through the Electronic Mailbox (ESP) in the outgoing correspondence at the office G2 How many documents (letters) were sent by your office between 1 January and 30 June 2014?* G5. How many documents (letters), excluding official acknowledgment of receipt, were sent out by your office through the Electronic Mailbox between 1 January and 30 June 2014?* Total 9% State authorities including government Local Municipality offices District offices 12% 9% 9% 9% Province marshal s offices 1% % of electronic documents in the outgoing correspondenc e 91% 88% 91% 91% 91% 99% * Excluding don't know responses n=1644 n=79 n=1565 n=1331 n=214 n=14 Sample: all offices/authorities Electronic Mailbox is more often used by state offices (12%) compared to its usage by local offices where only 9% of all outgoing correspondence was sent out electronically. In the local sector, the lowest proportion of electronic correspondence was sent by province marshal s offices (1%). The values shown in the charts may sum up to more or less than 100% due to rounding.

50 The percentage of electronic documents in the office s total volume of incoming correspondence 50 G6. What percentage of all incoming correspondence received by your office between 1 January and 30 June 2014 were documents (letters) submitted electronically (all types of electronic documents, not only those submitted through the Electronic Mailbox)? Total State authorities including government Local Municipality offices District offices Province marshal s offices 0% - 25% 26% - 50% 51% - 75% 76% - 100% 13% 19% 12% 13% 8% 87% 81% 9% 88% 87% 92% 8% 8% 9% 5% 100% 6% 3% 2% 4% 2% 2% 3% 2% 2% 0,5% n=1575 n=70 n=1505 n=1275 n=211 n=14 Sample: offices/authorities with Electronic Mailbox (ESP) The percentage of electronic documents in the office s total volume of incoming correspondence usually ranges between 0% - 25%. All province marshal s offices in the survey have placed their estimates within this range.

51 The percentage of electronic documents in the office s total volume of outgoing correspondence 51 G7. What percentage of all outgoing correspondence sent by your office between 1 January and 30 June 2014 were documents (letters) sent electronically (all types of electronic documents, not only those submitted through the Electronic Mailbox)? Total State authorities including government Local Municipality offices District offices Province marshal s offices 0% - 25% 26% - 50% 91% 9% 20% 9% 9% 6% 80% 91% 91% 94% 93% 7% 13% 6% 7% 4% 51% - 75% 76% - 100% 2% 4% 2% 1% 1% 3% 1% 1% n=1575 n=70 n=1505 n=1275 n=211 n=14 1% 7% Sample: all offices/authorities using the Electronic Mailbox (ESP) functionality The percentage of electronic documents in the office s total volume of outgoing correspondence usually ranges between 0% - 25%. The electronic correspondence format is more often selected by offices in the government sector.

52 Barriers with regard to limiting/eliminating paper-based correspondence in contacts with other units 52 G8. What prevents your office from eliminating or restricting the use of paper-based documents in the correspondence with other units (i.e. electronic-format based processing) Total State authorities including government Local habit the fact that electronic documents are not treated as equivalent to paper the decision of the office management 46% 61% 20% 19% 39% 46% 16% 47% 46% 62% 21% 18% other reason Don't know/hard to say responses excluded n=1575 n=70 n= % formal requirements and requirements of other offices/units/authorities; 10% complexity and defect rate of the epuap platform. Sample: all offices/authorities The problem indicated most often as the barrier to eliminating paper-based correspondence in contacts with other units is the fact that in the official document flow, the electronic correspondence is treated as not equivalent to paperbased letters. This problem is specifically acute with regard to local offices/authorities. Almost half if offices indicate that the resistance to conversion results from a habit, while one out of five offices indicate the preferences of the management as a barrier.

53 53 SURVEY RESULTS: Delivery of IT services VII I

54 Availability of e-services to the public Total State authorities including government Local Municipality offices District offices Province marshal s offices H1. Does your office provide electronic services other than those based on the so called general letter er template? Yes No Sample: all offices/authorities 52% 46% 52% 55% 36% 50% 48% 54% 48% 45% 64% 50% n=1644 n=79 n=1565 n=1331 n=214 n=14 H2. Does your office provide information to citizens and businesses about the possibility to access the services of public online/via the internet and does it encourage the public to do so? Yes No 85% 95% 84% 83% 90% 100% 15% 5% 16% 17% 10% n=790 n=43 n=747 n=601 n=137 n=7 Sample: offices which provide access to e-services 54% of state offices provide electronic services other than those based on the so called general letter template. In the local sector the corresponding proportion is 48%. In the local sector all province marshal s offices provide information to citizens and entrepreneurs about the possibility to access the e-services of public online and they encourage the public to use this channel for official matters. The corresponding proportion among district offices stands at 90%, and at 83% among municipality offices. The values shown in the charts may sum up to more or less than 100% due to rounding.

55 Tracking the progress of the case online H3. Does your office provide their customers with the option of tracking the progress of their case online? Total State authorities including government Local Municipality offices District offices Province marshal s offices Yes 36% 35% 37% 33% 53% 43% No 64% 65% 63% 67% 47% 57% n=790 n=43 n=747 n=601 n=137 n=7 Sample: offices which provide access to e-services More than one out of three offices provide an opportunity to track the progress of the case online. Among local units the highest proportion is found among district offices (53%), and the lowest proportion among municipality offices (33%). The values shown in the charts may sum up to more or less than 100% due to rounding.

56 2014 Innovative e-services H4. In 2014, did your office introduced a new e-service or did it significantly improve the method of service delivery using ICT solutions? Total State authorities including government Local Municipality offices 46% 51% 46% 42% District offices 57% Province marshal s offices 86% 2013 Yes No % 57% Sample: offices which provide access to e-services 54% 49% 54% 58% n=790 n=43 n=747 n=601 n=137 n=7 39% 61% 56% 44% 79% 21% 43% 42% 43% 57% 58% 57% n=783 n=41 n=742 n=593 n=142 n=7 38% 36% 45% 62% 64% 55% n=509 n=14 n=485 n=369 n=110 n=6 In 2014 over half of state offices have introduced a new e-service or significantly improved the method of delivering the service, using ICT solutions. For the local sector the corresponding figure is 46%. There was a significant decrease of fraction of state authorities introducing new e-service compared to 2012 (28 percentage points). The values shown in the charts may sum up to more or less than 100% due to rounding. 43% 14% 86% 14% 17% 83%

57 Implementing new e-services: 57 H5. When implementing new e-services does your office/authority: % of yes responses needs additional funding has got an adequate organizational potential and capacity to deliver would need some external support 88% Total 79% 81% State authorities including government 74% 72% 67% 89% 55% 53% 55% Local 80% 81% the office would prefer to implement centrally developed services n=790 n=43 n=747 Sample: local offices which provide electronic services Almost 90% of offices/authorities would need extra financing in order to implement new electronic services. Eight out of ten offices would need external financial support and they would prefer to implement services developed at the central level. At the same time over half of offices declare that they are well prepared in terms of their organizational potential and their capacity to deliver with regard to the implementation of electronic services.