Avansis online – digital platform for improving public services in the relationship with citizens

By project SHARING

Published on 21 January 2025

Romania

Sud-Vest Oltenia

Caracal Municipality

About this good practice

Caracal City Hall implemented a project to develop digital solutions to simplify administrative procedures, aiming to enhance institutional capacity for decision-making and long-term strategic planning, as well as to reduce bureaucracy.

The digital platform is designed to facilitate interactions between citizens and various institutions. It offers a user-friendly interface for accessing a range of public services online, eliminating the need for physical visits to institution offices. Key functionalities include:
• Citizens can create an account and log in to access a full suite of services. There is also limited access for non-authenticated users.
• The platform allows citizens to submit, view, and manage various documents online, such as tax declarations and transport permits.
• Citizens can submit service requests and track their status through the platform, ensuring transparency and efficiency.
• Citizens can manage their profiles, including representing other individuals or legal entities, and update their information as needed.
• Once authenticated, citizens gain access to a wide range of services, including fiscal certificates, property declarations, and transport declarations.
The platform became operational in November 2023 and can operate 24/7, providing a convenient and efficient way for citizens to handle their administrative needs digitally.

Expert opinion

This good practice highlights an innovative digitalisation initiative by Caracal City Hall, in Romania, aimed at simplifying administrative procedures and enhancing institutional capacity for decision-making and long-term planning. Launched in November 2023, the platform allows users to submit and manage documents, request services, and track application statuses efficiently, operating 24/7 and significantly reducing the need for physical visits. The initiative achieved a 40% reduction in in-person visits and a 30% decrease in document processing times, evidencing improved operational efficiency and increased citizen satisfaction. Recognised for its user-friendly interface, and measurable outcomes, this model offers a replicable solution for other municipalities aiming to modernise and digitalise service delivery. The platform’s successful adoption by Drobeta Turnu Severin Town Hall in Romania further demonstrates its adaptability and transfer potential, providing a practical framework for digital transition in varying regional contexts.

Laura Varisco

Works at Interreg Europe Policy Learning Platform

Resources needed

The total value of the project was approx. 778648 EUR, of which non-reimbursable funding of approx. 763075 EUR, covering the one-stop online and physical IT system, the IT solution for electronic administration of documents and retro-digitization of the archive.

Evidence of success

By using this digital platform, the congestion at the city hall's service points has been reduced. This practice is considered good because it has improved operational efficiency and reduced waiting times for citizens. There has been a 40% reduction in the number of physical visits to the city hall and document processing time has decreased by 30%. These results demonstrate the success of digital solutions in simplifying administrative procedures and increasing citizen satisfaction.

Potential for learning or transfer

The potential for transfer of this practice lies in its demonstrated ability to enhance operational efficiency and reduce administrative burden. Other municipalities can benefit from adopting these solutions due to several key success factors:
• User-Friendly Interface
• Scalability
• Measurable Outcomes
Even if the cost is quite high, implementation by an association of small municipalities can be further explored. Factors that might hamper transfer include differences in regulatory environments, levels of digital literacy among citizens, and varying levels of existing digital infrastructure.
The system was already adopted by Drobeta Turnu Severin Town Hall in Romania, demonstrating its adaptability to different regional needs.
Other regions considering this transfer should focus on customizing the platform to their specific regulatory and operational contexts, ensuring that local staff are adequately trained and citizens are supported throughout the transition to digital services.