Offices of the Agency for the Delivery of Integrated Services (ADISA), a state agency established all over the country as part of the Albanian government’s public services reform, are an essential part of the digital revolution in the delivery of public services in 2020 in Albania.
ADISA’s service windows are assisting citizens and business entities to receive a range of some 472 new online public services, in addition to more than 150 local and central services these offices have been providing across the country previously.
Prime Minister Edi Rama visited one of the ADISA offices, accompanied by the Agency’s Director General Lorin Ymeri, and the Director of the National Agency on Information Society (NAIS), Linda Karcanaj.
ADISA Director Lorin Ymeri said that e-albania web platform and mobile application provides some 472 direct applicable services, adding that “hybrid service windows have been installed in all ADISA centres since last May in collaboration with the National Agency on Information Society, whereas citizens can apply individually, or with the assistance of service window clerks to benefit a wide range of public services.”
From today on, every citizen and business entities can easily apply for a range of state documents by accessing e-albania.al as part of the digital government concept aimed at improving public service delivery. “Everyone should know this is a transitory phase, as we will put an end to the direct contact with the service window clerks. There will no longer be front office interface with the public and the service windows will soon serve as service offices internally. So, the service window clerks will no longer receive citizens, but they will stand in front of the computer to receive the application any citizens can file from his or her own home, or via the smartphone, and will simply process these applications and make sure to carry out and provide entire paperwork, certificates and other state documents to the applicants. The service window clerks will no longer contact citizens, but they will take care to provide all documents from the state offices internally, whereas the citizen will receive an online reply, asking him to report at the relevant office to withdraw the required documents that have yet to be delivered online,” Prime Minister Rama said.
NAIS Head Linda Karcanaj announced that the National Cadastre Agency now provides 52 online public services. The number of documents has been simplified. As many as 101 documents have been eliminated and the citizens won’t be asked to submit them. It is the National Cadastre Agency specialists the ones who will receive and provide these documents online. Applications have been reformatted. The payments are now made electronically.”
A second package of some 395 online public services will be made available, while around 91 percent of all public service applications will be available online by the end of 2020. “Everyone can now obtain a criminal record certificate right from home. One should merely file a request for such a certificate that is then forwarded electronically. In this way, citizens will face no delays at all. Most importantly, every citizen can now monitor the process and if the relevant public administration office fails to meet deadline in providing a document, the responsible person will be held accountable. This office will no longer serve as a reception centre for people applying for a document in person. The objective is to complete the phase will all applications lodged online only and move then to the final stage of e-government,” PM Rama said.
