Impact through participation

Phase report

Respondents most frequently highlighted the need for simplification and centralisation of administrative processes, especially for interactions with public institutions and government services. Many expressed frustration with fragmented procedures requiring repeated submission of the same information across different bodies and called for automatic digital data sharing and a unified system for accessing and managing personal or company information.

There was a recurring desire for a single digital entry point or platform to handle various administrative tasks, such as company incorporation, grant applications, tax declarations, and car registrations. Respondents noted that current systems are inefficient, requiring navigation of multiple websites and forms, often with overlapping information.

Difficulties with communication and transparency were also common, particularly regarding the inability to track progress of requests online, lack of direct contact with responsible officers, and reliance on outdated methods such as postal mail for official exchanges. There were calls for better digital access, including online status tracking and direct communication via email or phone.

User experience and interface design were criticised, with suggestions that designers should better understand user needs and improve usability, referencing poor examples in existing health and government apps.

Some respondents referenced international best practices, such as Estonia’s digital identity system, as models for more efficient and user-friendly services. There was also interest in enabling citizens to submit questions directly to parliament in a manner similar to other countries.

Overall, the main trends are demands for digitalisation, centralisation, improved user experience, and more transparent, responsive communication with public services.