Smart ICT Services in the period 2018-2023 in partnership with CSI Piemonte, ikubINFO and IP3 has been fully involved in setting up and implementing the One Stop Information System (OSSIS) platform and supporting the municipalities in their daily usage.
In partnership with the Government of Albania, the European Union, USAID, Italy, Sweden, and Switzerland, UNDP Albania in the frame work of STAR project introduce an integrated and standard one-stop-shop system for local administrative service delivery, which evolved from development and testing, to piloting and then rollout to 52 Albanian municipalities. This specific action targeted public service delivery, which is a very important part of municipal responsibilities, if not the critical one. Improving service delivery at LGUs level is one of the actions directly contributing to increased local government efficiency, effectiveness, and responsiveness to citizens’ expectations. The usage of such an automated system is seen as a contribution to:
- Empower municipalities to improve the quality of administrative services, monitor service execution, shorten the processing time, and increase transparency in the provision of services.
- Provide citizens additional possibilities for service tracking, feedback, and higher quality services in a shorter time.
The robust and well-functioning “One Stop Shop Information System (OSSIS), available across the Albanian territory has been a powerful instrument to:
- Reduction of time/expenses for citizens and businesses in obtaining services provided by LGUs.
- Obtaining of services from one single window/location.
- Improvement of quality services by utilizing new innovative solutions
- Increase of transparency in the provision of G2C and G2B services.
- Reduction of horizontal inequalities, such as socio-economical, geographical or gender related.
- Online access for citizens, from application to service delivery
- uality improvement of administrative services.
- Monitoring the services execution, shortened service execution time
- Provision of additional possibilities to the citizens and businesses for service execution tracking, providing feedback and receiving higher quality services in a shorter time.
- Bringing closer the municipality to the citizen through online interaction.
- Improving LGU overall performance through informative decision making.
Smart ICT work in the different phase of OSSIS implementation has been as following:
Activities for OSSIS implementation (2018-2020)
- Conduct business analysis, modelling and high-level OSSIS system design that ensure interoperability and integration between systems and services offered to the citizens from the Local and Central Government
- Ensuring security, quality assurance and compliance with international standards, rules and recommendations in the aspect data security and personal data protection.
- Working in preparation of technical and administrative procedures in close consultation with different stakeholders.
- For 15 Local Government Units (LGUs’) conduct Business Analyses of more than 70 administrative services, prepare service information fiche and respective Workflows per each procedure.
- For 15 LGUs prepare the Manual of Administrative Procedures,
- Testing workflow for more than 70 different administrative procedures in 52 LGUs’.
- Training municipality staff (front and back office) in using OSSIS in 52 LGUs’
- Supporting 52 LGUs in implementing change management in providing administrative services
- Supporting municipality staff in going life process in 52 municipalities
Activities to “Support Municipal OSSIS Functionality” (2021-2023)
The COVID-19 pandemic restrictions and lockdown, in somehow slide down the OSSIS usage in some LGUs’.
For this reason during 2021 Smart ICT Services activities has been as following:
- Start with an assessment on municipality’s situational analysis regarding OSSIS usage in 52 LGUs’.
- Restore OSSIS maintenance and support services for 52 LGUs. (The call center and the help desk have been setup in Smart ICT locations).
- Conduct Business Analyses of more than 70 administrative services in 50 LGUs, prepare respective workflow and service information fiche, in order to update OSSIS configuration to the actual state of organizational structures and service provision arrangements in Main LGU office and pilot Administrative Units offices.
- Testing more than 3500 workflow for the changed administrative procedures in 52 LGUs’.
- Implementing workflow change in more than 2300 processes.
- Providing training and on the job support the municipality staff (front and back office) in using OSSIS in 52 LGUs’ and 15 Administrative Units’.
- Supporting municipality administrative units’ staff in going life process in 15 ones.
- Support Tirana Municipality in the gradual and systematic expansion of the OSSIS usage.,