Nearly 70% of users praise the use of government applications
Only 40% of all adult Poles use the trusted profile, which allows you to avoid a personal visit to the office. This is all the more surprising since nearly 70% of users praise the use of government applications. Poland is not even halfway to Estonia, which is setting European trends in digitalization, but step by step – although not always at a fast enough pace – we are moving forward.
Virtual country – until recently such words could sound ridiculous. And today it is still far too early to pay tribute to the actions taken by the domestic state authorities. Transferring the ossified official procedures fully to the digital world will still take some time. The Department of Digital Policy Promotion of the Chancellery of the Prime Minister reported that at the end of August nearly 12 million Poles use the trusted profile. With this profile of the tool to confirm your identity in the network, so we can send a virtual tax return or use the Internet Patient Account through the NFZ application.
A Pole in the Matrix, or a digital citizen
According to an analysis by Boston Consulting Group experts, it is much easier to find a person in Poland who is satisfied with the government’s IT systems than one who complains about them. As many as 68 percent. respondents appreciate the available solutions. Out of 36 countries classified in the ranking, we took ninth place.
– Some may be surprised by Poland’s high position in the ranking of citizens’ satisfaction with digital public services – notes Szeran Millo, Managing Director at Symetria, a trainer of international UX-PM certificate, which confirms the knowledge of User Experience tools and methodology for designing user experience in organizations. – Although we have problems with the consistency of services and applications of individual institutions among themselves, a large part of services is quite user-friendly. At Symetria we had the opportunity to work with many people employed in the public service sector. I was always pleasantly surprised by the high customer-centric awareness and the practical ability to apply UX methods in the development of digital services. The quality of the application is already good and user-centered. Still, not enough services are made available in the virtual world – adds Millo.
How do we look in comparison with other countries? With 78 percent score. the leader of the list is China, followed by India and Estonia, with 77 and 76 percent respectively. Our western neighbors, Germany, approach government IT solutions much more critically. They have as many supporters as opponents there.
– Germans have a very high awareness of their needs and they use and are used to very high UX standards of commercial services on a daily basis. Additionally, public services provided in a traditional way are of a high level, so also their digital equivalents meet above-standard expectations – notes Millo.
Progress in the clutches of slippage
Any shortage of staff will be supplemented by body leasing. Any moment now, new solutions will be launched to further improve the comfort of using digital offices. However, the system SZPoN (Remote Work and Learning System), which is supposed to combine many government applications in one place, caught as much as a year’s delay. The system will be ready in the second half of 2022 at the earliest.
– It is worth mentioning that for security reasons, commercial cloud solutions have been ignored, and no external companies work on the system. The project is supervised by the Chancellery, while programmers and system administrators are employed directly by the Chancellery, and any possible lack of staff is filled on a body leasing basis – explains Radosław Pawlak, Senior Business Analyst at Symetria, UXUPGRADE trainer, specializing in training on. UX analytics and then adds: – In addition to simple and intuitive UX solutions, the key is to build trust and security in the processing of personal data of citizens. Not every country puts emphasis on these aspects.
However, the scope of possibilities of the platform is supposed to be wide and it will support administration and education at the same time. As if that wasn’t enough, there will even be a function of the government’s equivalent of Microsoft Teams, through which people working in public offices will be able to communicate. What’s more, officials will be able to talk to citizens about their everyday bureaucratic problems in a simple, but also authenticated way, as well as raise broader issues such as. with business representatives.