From EPSA - European Public Sector Award


The project ‘MyHELP’ is an advancement of the project, a central inter-authority platform of the Austrian administration, which was successfully established 12 years ago and has since been a source of aid to official channels in Austria. The idea of developing a personalised version of HELP was first conceived at the Federal Chancellery of Austria at the beginning of 2008. Various project teams in different organisations then worked for more than a year on the development of MyHELP. MyHELP was finally launched on 27 January 2009.

The main goals of MyHELP are the personalisation and regionalisation of topics, authorities and forms. In addition, MyHELP also offers the user additional functions, such as an information service on the selected topics, a reminder service for important dates, the option of directly linking one’s private e-mail inbox to MyHELP, using an electronic delivery service or other available electronic services and such like. Thus MyHELP is not only an individually configurable version of HELP, but also serves as a point of access to a variety of applications that aim to create recognisable additional benefits for the user, increasing publicfriendliness and saving time.

At the moment, about 200 topics on various areas of life can be found at One essential aim of MyHELP is to now give citizens the opportunity to call up for display only those topics, authorities and forms from their own region with personal relevance to them, and to thus make the range of offers in HELP individually clearer and more rapidly accessible.

The data entered by the user in his/her personal profile under ‘Town’ has an effect on the areas ‘Authorities’ and ‘Forms’. The user is shown only authorities in his/her region and only forms which he/she can use with respect to the authorities in his/her region. Here, the range of all forms available in HELP is directly tailored to the citizen: he/she is given immediate access to forms that are relevant to him/her, without having to first select them from the full range of forms offered by HELP (currently approx. 1,000 forms). The display of authorities narrowed down by region likewise immediately takes the citizen to the authority responsible for him/her, thus saving time as well.

Access through the citizen card ensures that only that particular registered user can log into MyHELP. Following successful initial registration with the services, a one-time login is all that is needed to be able to utilise all these services. The citizen is not only able to use several applications with a single access code but also saves time.

Award info
Award category: citizen involvement
Award type: submission
Award year: 2009
Project type
Sector: Public administration, modernisation, institutional affairs, reform
Type of activity: e-government
Keywords: Online platform, usability, regionalisation, central point of access, citizen card, e-Government
Short English description: The main goals of MyHELP are the personalisation and regionalisation of topics, authorities and forms
Further information
Organisation: Federal Chancellery of Austria
Other applicants:
Level of government: national level
Size of organisation: >100
Number of people involved:
Country: Austria
EU membership: EU member
Language code: en
Start date:
End date:

MyHelp (48.2083832, 16.3637812)
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