Multi-channel service delivery

The legislation recognises citizens’ and businesses’ rights to communicate electronically with the public administration, if available

Review of legislation to verify citizens and businesses have the legal right to communicate electronically with the public administration, if available.

The legislation grants the right to citizens to apply or get help for accessing public services in person

Review of legislation to verify citizens have the legal right to apply or get help for accessing public services in person.

Unemployment benefits can be applied for both online and offline

Review of legislation, government documentation and websites to verify if this service can be applied for both online and offline. It is possible to meet this criterion for digital-only services if the possibility of contacting a human for assistance during the process, either physically or by telephone, is ensured and easily accessible. For online-only services, the public administration must provide sufficient evidence of the existence and actual use of all channels or human assistance.

A retirement pension can be applied for both online and offline

Review of legislation, government documentation and websites to verify if this service can be applied for both online and offline. It is possible to meet this criterion for digital-only services if the possibility of contacting a human for assistance during the process, either physically or by telephone, is ensured and easily accessible. For online-only services, the public administration must provide sufficient evidence of the existence and actual use of all channels or human assistance.

A disability pension can be applied for both online and offline

Review of legislation, government documentation and websites to verify if this service can be applied for both online and offline. It is possible to meet this criterion for digital-only services if the possibility of contacting a human for assistance during the process, either physically or by telephone, is ensured and easily accessible. For online-only services, the public administration must provide sufficient evidence of the existence and actual use of all channels or human assistance.

Registration of a second-hand car can be done both online and offline

Review of legislation, government documentation and websites to verify if this service can be applied for both online and offline. It is possible to meet this criterion for digital-only services if the possibility of contacting a human for assistance during the process, either physically or by telephone, is ensured and easily accessible. For online-only services, the public administration must provide sufficient evidence of the existence and actual use of all channels or human assistance.

Value-added tax (VAT) can be declared both online and offline or online only but with human support

Review of legislation, government documentation and websites to verify if this service can be applied for both online and offline. It is possible to meet this criterion for digital-only services if the possibility of contacting a human for assistance during the process, either physically or by telephone, is ensured and easily accessible. For online-only services, the public administration must provide sufficient evidence of the existence and actual use of all channels or human assistance.

Corporate income tax can be declared both online and offline, or online only but with human support

Review of legislation, government documentation and websites to verify if this service can be applied for both online and offline. It is possible to meet this criterion for digital-only services if the possibility of contacting a human for assistance during the process, either physically or by telephone, is ensured and easily accessible. For online-only services, the public administration must provide sufficient evidence of the existence and actual use of all channels or human assistance.