VARAM launches a pilot project for delivering public services in a new way

The Ministry of Environmental Protection and Regional Development is introducing an innovation at the unified customer service centres (VPVKACs) in Olaine, Ilūkste, Viļaka and Višķi. When visiting a centre, clients can communicate remotely with a specialist from the State Social Insurance Agency (VSAA) about four services: old-age pensions, sickness benefits, disability pensions  and parental benefits. Previously, consultations on these services were available only at VSAA branches, but they are now also available at unified customer service centres. Thus, consultations with a VSAA specialist have never been so geographically accessible, while also increasing residents’ opportunities to obtain various services in one place. 

Minister Artūrs Toms Plešs (AP!): “One of the Ministry’s strategic tasks is to ensure the territorial accessibility of public services for residents in municipalities, both at county centres and at parish level. It is also necessary to ensure the opportunity to obtain in-depth advice or a solution to a specific situation through direct interaction with a specialist in the relevant field at the institution responsible for the service. Modern technologies can ensure this, which is why I welcome this pilot initiative and its participants, providing residents with the opportunity to receive remote consultations through the unified customer service centre network, and I hope that residents will make use of these opportunities. I also invite other municipalities and public institutions that provide services relevant to all residents to join our pilot project!”

To mitigate the effects of COVID-19 in face-to-face customer service, a vision for the future has been developed that would include the possibility of providing customer service centrally through the VPVKAC network by introducing a new service—a remote, personalised consultation with an institution’s specialist, or a consultation with a “remote civil servant”. The new service involves providing public services, consultations and user support through remote presence.

Public administration services, including consultations, are becoming fully available remotely. It is no longer necessary to visit the customer service centre of a specific institution in one of the cities; the conversation with a VSAA specialist takes place via video right at the VPVKAC. This significantly reduces the administrative burden on residents and businesses and substantially speeds up access to competent consultations from institutions in the regions as well, thereby promoting business development.

Providing public services, consultations and user support through remote presence involves one or more communication episodes between individuals who are involved in providing services (the service provider) or receiving them (the service recipient). It should be taken into account that the specific individuals may change in different communication episodes and even during a single communication episode.

Unified customer service centres—help with the first steps into the world of e-services

There are currently 122 unified customer service centres in Latvia’s municipalities, where residents can apply for some of the most requested public services and all municipal services in one place. The Ministry is improving the support system for the provision of public administration services, creating the conditions for residents to receive public administration services remotely just as conveniently as in person. Services are primarily obtained electronically, using e-services, or in person—specialists at unified customer service centres provide residents with consultations and help them apply for e-services electronically. This includes obtaining interoperable vaccination, testing or recovery certificates. The addresses and opening hours of the unified centres are available at:

Specialists at unified customer service centres will help with the first steps into the world of e-services, show how to use the Latvija.lv portal and the e-services and e-address available there, explain how to use a secure electronic signature, and provide consultations on other opportunities in the digital environment.

We invite municipalities and institutions wishing to participate in the pilot project to contact VARAM.

Author:

Ministry of Environmental Protection and Regional Development