Trends and best practices in public administration

The basis for the solution is a hierarchical view of the structure of state and public administration. Despite the fact that priorities are designated by political decisions and consensus according to the given hierarchies and processes, public administration should and can be governed according to the same principles as private companies.

The utilisation of the principles of management and services similar to the principles used during the management of private companies brings better services and thus greater satisfaction of the country’s inhabitants. The main benefits are:

• financial: improved collection of taxes and charges and more effective management of public assets and resources,
• political: an improvement in services and their efficiency contributes to an increased level of satisfaction on the part of inhabitants and firms, the reputation of the country and organisations improves on the international scene,
• social: an improvement in services is reflected in indirect benefits for citizens; more efficient utilisation of resources may, for example, contribute to a reduction in tax.

In 2007, public expenditure on ICT reached CZK 1800 billion within the EU. This trend is a reality in developing countries, and the Czech Republic should improve its status amongst other countries.
But the utilisation of services of information and communication technologies in the Czech Republic and other European countries is not without its obstacles.

Not only does Telefónica O2 Business Solutions provide the necessary possibilities, but also provides further support necessary for the successful transformation of public administration. However, at the same time it is necessary to take into account the fact that the opportunity to gain resources from the European Union structural funds will not be repeated, and it is necessary to take advantage of them today.

Trends in the European Union are clearly towards the most extensive use of resources and tools of information and communication technology. Government activities are leading to:

• initial focus on planning systems (ERP, CRM and logistics administration),
• digitisation and protection of government documents,
• the utilisation of freeware adjusted for specific needs,
• the expansion of technology for support of economic development and education,
• centralisation of ICT administration and expenditure on ICT,
• technologies for national security and securing of border security,
• the initial development of technological structures of local government.

In the field of healthcare, trends are most often expressed in:

• the building of basic ICT infrastructure (software and hardware) for the management of patients’ documents,
• creation of specialised software for a specific medical technology, such as x-ray machines and scanners,
• ensuring of mutual communication between networks of hospitals and insurance companies.

In the area of education:

• there is an increase in freeware,
• there is a need for connection with other educational institutions in Western Europe and in certain European programmes,
• there is a growth in the popularity of all technologies which reduce costs, such as VoIP and service oriented architecture etc.

The basic requirements for the building and use of ICT resources and services differ depending on the group of end users. In general administration, the budgetary restrictions in particular require the seeking out of potential for better expediency, understanding of local conditions, introduction of electronic document management, including their digitisation and protection, increasingly broad introduction of adapted freeware or harmonisation of activities with the ICT requirements in the European Union. The growing volume of externally provided services, which are not purely a matter of public administration, is another area, where ICT will be applied with increasing frequency.

From the aspect of services to inhabitants there is an ever more fundamentally expressed attempt to improve the "culture of public services" and better involvement of inhabitants in the new information company. The younger generation requires multilevel communication between inhabitants and state administration based on modern technologies. The requirement for greater agility when dealing with administrative formalities is coming to the fore ever more markedly. The increasing generation of older people, who may have limited communication possibilities, is also increasingly demanding simplified access and increase in the availability of public administration services.

Firms and organisations constitute a very important area from the aspect of the economy of the state. Here there is an increasing demand for online services, which reduce the operational costs and administrative demands. The continuing privatisation in sectors such as power generation and distribution, telecommunication and transport is giving rise to an ever greater stream of requirements for services of state and public administration. One important aspect of cooperation with firms and companies is also the elimination of bureaucratic obstacles to economic development.  Increasing globalisation requires the harmonisation of the approach to local, national and international companies.

With its approach, experience and potential, Telefónica O2 offers an integrated approach to the resolution of demands for improving services of state and public administration, which includes all the main areas of activity and requirements for their functioning.

By gradual steps it is possible to reach the complete resolution of the targets which state and public administration is facing, and which include the following in particular:

• simplification of communication between public administration and citizens and firms,
• introduction of support systems,
• provision of all services and communication on web portal accessible 24 hours a day,
• introduction of multilayer access for increased comfort,
• ensuring of secured communication,
• review and optimisation of processes,
• mutual linkage of various items brings economies of scale,
• provision of  specialised vertical solutions.

However, the attainment of the ambitious aims of reform of public administration in the Czech Republic requires evolutionary development of e-administration.