Latvia use case (VARAM)

One of the problems of the eGovernance in Latvia is a digitalization/penetration gap. The evidence shows that Latvia has good results at digitalization of public governance (50% of all state and municipal services are available electronically via different technical solutions and Latvia has one of the fastest and accessible internet connections in the world), though it can and must be improved and accelerated in a user-oriented way. However, according to eGovernment Benchmark 2016 a penetration gap between the availability of eGovernance services and the citizens' readiness and willingness to use them can be observed. The existing penetration gap needs to be diminished and it can be achieved by using the bottom up approach so that both the existing and new digital services are being used more often and by more users than at the moment, as well as the recommendations on the improvement of the applicability of the platform and the usability of services are elaborated.

VARAM’s pilot aims to improve the uptake of services and deliver them in a person-oriented way as well as to introduce a life-event based approach using co-creation tools. In order to realize this, use case is focusing on both the National portal of Latvia (, and on State and Municipal Unified Customer Service Centres (CSCs) will be developed. Latvia has started to implement a conceptually new approach in delivery and access to public services by setting up State and Municipal Unified Customer Service Centres (CSC) starting from the second half of 2015, where different state and municipal services are available both at desk and electronically at CSC digital platform. Many of these services are related and citizens facing specific life situation, e.g. child birth, have to apply for several services provided by different institutions. In order to simplify the applying and receiving public services at CSC, these services have to be bundled together and digitalized so that users don't have to face difficult bureaucratic procedures.

For the national portal, raising awareness of the portal’s existence, using co-creation tools for understanding user’s requirements and generating a recommendations and co-creation methodology for other institutions responsible for descriptions and the content of services, are the main targets.

For the customer service centers more understanding of clients’ requirements is needed by investigating the expectations of the clients about CSCs services and functions, as well as understanding how CSCs can provide pro-active e-government (and physical) services towards the citizen (personalized, based on life events).

This use case is aimed at:

  • Understanding user requirements
  • Investigating how aware citizens are of CSC existence
  • Investigating how CSCs can provide pro-active e-gov (and physical) services? towards the citizen (personalized, based on life events).

CITADEL Partners have noted that there are strong parallels between the envisioned approach; in specific ICTU, city of Antwerp as well as VARAM focus in their use cases on providing pro-active and personalized services (with a strong focus on life-events).