Increasing transparency in service delivery through the publication of an online catalogue (HRZAG0001)
Overview
At-a-Glance
Action Plan: Action plan – Zagreb, Croatia, 2024 – 2025
Inception Report: Not available
Commitment Start: Dec 2024
Commitment End: Mar 2025
Institutions involved:
- Information System and Technical Service
- Office of the Mayor
- GONG
- CEN - Croatian Evaluators Network
- IPF - Institute of Public Finance
- FER – Faculty of Electrical Engineering and Computing
- HrOpen – Croatian Association for Open Systems and Internet
- ACC – Association of Cities in Croatia
- City Office for Education, Sport and Youth
- City Office for Municipal Self - Government, Transport, Civil Protection and Safety
- City Office for Culture and Civil Society
- City Office for Economy, Environmental Sustainability and Strategic Planning
- City Administration General Secretariat
- Office of the Mayor
- City Office for Internal Audit and Control
- City Office for General Administration and Property and Legal Affairs
- City Office for Finance and Public Procurement
- City Office for Social Protection, Health, War Veterans and People with Disabilities
- City Office for Reconstruction, Development, Physical Planning, Construction and Utility Services
- City Office for Asset Management and Housing
- City Office for Cadastre and Geodetic Activities
- City Institute for Cultural and Natural Heritage Conservation
- City Assembly General Secretariat
- Information System and Technical Service
- Procesna inteligencija d.o.o.
- Working Group for Quality Management of the Ministry of Justice, Administration, and Digital Transformation of the Republic of Croatia
Primary Policy Area:
Primary Sector:
OGP Value:
- Technology and Innovation for Transparency and Accountability
Description
Commitment ID
HRZAG0001
Commitment Title
Increasing transparency in service delivery through the publication of an online catalogue
Problem
The commitment addresses the problem of inefficient service delivery and lack of transparency. Currently, there is no centralized, easily accessible source of information about city services. This leads to fragmented service delivery, duplicated efforts, and unclear access points for residents and businesses. The absence of transparency also undermines accountability in local governance and hinders economic development by creating barriers to business growth and investment. Bridging these gaps through a comprehensive catalogue aims to improve service efficiency, enhance citizen engagement, and promote equitable access to city services.
Status quo
Currently, accessing information about city services in Zagreb is fragmented and inefficient, requiring citizens and businesses to navigate multiple departmental websites and physical offices. An internal analysis in March revealed that service request forms, service details, and contact information are scattered across various, unstructured web sections, with 186 services listed online and likely more that are hard to locate. This lack of centralized information results in duplicated efforts, longer processing times for service requests, and difficulties in understanding the full range of services available. Moreover, the absence of a structured digital platform impedes effective analysis and optimization of service delivery processes. These factors contribute to reduced transparency, lower citizen satisfaction, and hindered economic development opportunities due to uncertainty about available municipal support.
Action
The commitment involves the publication of a comprehensive catalogue of services for the City of Zagreb. This catalogue will centralize information about all municipal services, categorizing them according to life situations and service characteristics. It will be integrated into the existing ARIS Repository of Business Processes, leveraging digital technologies to enhance accessibility and user-friendliness. The objective is to streamline service delivery, improve transparency, and support economic development by providing clear, accessible information to residents and businesses. Expected results include optimized service processes, increased citizen satisfaction, and enhanced efficiency in resource allocation.
How will the commitment contribute to solving the public problem described above?
The publication of an online catalogue will create a centralized digital platform with structured service information, categorized according to user needs. This will improve citizen engagement and service delivery efficiency, reducing administrative burdens and resource misallocation. Transparency will increase trust in local government and improve access to services. Also, it is also important to highlight the internal results of the publication the catalogue of services. Through the published repository of business processes on the internal platform (ARIS Connect) and the integrated service catalogue, process managers and city employees will have a centralized location to regularly update information about services within their scope. They will prepare data for website publication, ensuring citizens have real-time access to accurate information. This enhances transparency, optimizes workflows, and improves service management and accountability.
What long-term goal as identified in your Open Government Strategy does this commitment relate to?
The long-term goal of publication of a city catalog of services relates to enhancing transparency, accessibility, and efficiency in public service delivery. By creating a comprehensive catalog that lists all available services provided by the city, the goal is to make information about government services easily accessible to residents and businesses. This initiative aims to streamline the process of accessing services, reduce bureaucracy, and improve overall citizen satisfaction. Moreover, it supports the broader objectives of open government by promoting accountability and allowing for greater citizen engagement in the governance process. Ultimately, the city catalog of services contributes to building a more responsive and citizen-centric local government infrastructure.
Primary Policy Area
Digital Governance
Primary Sector
Public Services (general)
What OGP value is this commitment relevant to?
| Technology and Innovation for Transparency and Accountability | This commitment is relevant to the OGP value of Technology and Innovation for Transparency and Accountability because it focuses on leveraging digital technologies to enhance transparency, accessibility, and efficiency in the delivery of municipal services. By implementing a comprehensive catalogue of services through digital governance initiatives, such as the Digital Zagreb project, the City of Zagreb aims to modernize service delivery processes. |