InterPARES Trust Project Research Report Title: Comparative Analysis of Implemented Governmental e-Services (EU09) Status: Final report Version: 1.1 Date submitted: 2 May 2015 Last reviewed: 21 May 2015 Author: InterPARES Trust Project Writer(s): Hrvoje Stancic, Faculty of Humanities and Social Sciences, University of Zagreb Hrvoje Brzica, Financial Agency (FINA) and GRA, Faculty of Humanities and Social Sciences, University of Zagreb Ivan Adzaga, Ana Garic, Martina Poljicak Susec, Kristina Presecki, Ana Stankovic, GRAs, Faculty of Humanities and Social Sciences, University of Zagreb Research domain: Control URL: 1 Document control Version history Version Date By Version notes 0.1 9 February 2015 All Preliminary draft 1.0 2 May 2015 All Draft submitted for feedback and approval 1.1. 21 May 2015 Hrvoje Stancic Final report approved 2 Contents INTRODUCTION ................................................................................................................ 8 RESEARCH ......................................................................................................................... 9 Research methodology........................................................................................................... 9 1. Identification ............................................................................................................................... 9 Motivation ................................................................................................................................. 12 2. Data acquisition ......................................................................................................................... 12 3. Analysis ...................................................................................................................................... 13 4. Interpretation ............................................................................................................................ 13 1. Basic service information ...................................................................................................... 13 2. Users ...................................................................................................................................... 13 3. Business optimization ............................................................................................................ 14 4. Technological solutions ......................................................................................................... 14 5. Storage and long-term content availability ........................................................................... 15 6. System operation transparency ............................................................................................ 16 GOVERNMENTAL E-SERVICES FOR CITIZENS ..................................................................... 17 C01 Income taxes: declaration, notification of assessment, [B02 Corporate tax: declaration, notification] [B03 VAT: declaration, notification] ............................................ 17 1. Basic service information ...................................................................................................... 17 2. Users ...................................................................................................................................... 18 3. Business optimisation ............................................................................................................ 19 4. Technological solutions ......................................................................................................... 20 5. Storage and long-term content availability ........................................................................... 21 6. System operation transparency ............................................................................................ 21 C02 Job search services by labour offices ............................................................................ 23 1. Basic service information ...................................................................................................... 23 2. Users ...................................................................................................................................... 23 3. Business optimisation ............................................................................................................ 24 4. Technological solutions ......................................................................................................... 24 5. Storage and long-term content availability ........................................................................... 26 3 6. System operation transparency ............................................................................................ 27 C03 Social security benefits .................................................................................................. 28 1. Basic service information ...................................................................................................... 28 2. Users ...................................................................................................................................... 28 3. Business optimisation ............................................................................................................ 29 4. Technological solutions ......................................................................................................... 29 5. Storage and long-term content availability ........................................................................... 30 6. System operation transparency ............................................................................................ 30 C04 Personal documents: passport and driver’s licence ..................................................... 31 1. Basic service information ...................................................................................................... 31 2. Users ...................................................................................................................................... 31 3. Business optimisation ............................................................................................................ 32 4. Technological solutions ......................................................................................................... 32 5. Storage and long-term content availability ........................................................................... 33 6. System operation transparency ............................................................................................ 33 C05 Car registration (new, used, imported cars) ................................................................. 34 1. Basic service information ...................................................................................................... 34 2. Users ...................................................................................................................................... 34 3. Business optimisation ............................................................................................................ 35 4. Technological solutions ......................................................................................................... 35 5. Storage and long-term content availability ........................................................................... 36 6. System operation transparency ............................................................................................ 36 C06 Application for building permission .............................................................................. 37 1. Basic service information ...................................................................................................... 37 2. Users ...................................................................................................................................... 37 3. Business optimisation ............................................................................................................ 37 4. Technological solutions ......................................................................................................... 38 5. Storage and long-term content availability ........................................................................... 38 6. System operation transparency ............................................................................................ 39 C07 Declaration to the police (e.g. in case of theft) ............................................................ 40 1. Basic service information ...................................................................................................... 40 2. Users ...................................................................................................................................... 40 3. Business optimisation ............................................................................................................ 40 4. Technological solutions ......................................................................................................... 41 4 5. Storage and long-term content availability ........................................................................... 41 6. System operation transparency ............................................................................................ 42 C08 Public libraries (availability of catalogues, search tools) .............................................. 43 C09 Certificates