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The BABY-DOCUMENT-SERVICE by the department for citizens proceedings

From EPSA - European Public Sector Award

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Award nominee

A few years ago, having to deal with local authorities in case of the registration of infants or moving to another place, for example, was not always a pleasant experience for citizens. Either they had to go to many different departments in order to get all the necessary documents and registration proceedings ready, or they had to wait in line for a considerable amount of time. The situation was unsatisfying, both for the citizens and public services. Administration offices had to think of new ways to offer their services and find new strategies in terms of customer orientation.

In November 2004, the Department for Citizens’ Proceedings of the City of Graz started its restructuring process. One of the main focuses of the process of modernisation was the ‘life stage, birth’ (Lebenslage Geburt). The project enables parents with newborn babies to go through all administrative and registration matters directly during the postnatal period at the hospital. The service is offered at all large obstetric clinics in Graz and will be expanded towards private hospitals (Sanatoriums) all over the City. Members of staff come to the hospital so that parents can complete all administrative legal matters relating to the birth in one room. The main objective is to ease the burden for parents with newborn babies, so that they do not have to think about officials matters when they have other, more pleasant, things on their mind.

The Department for Citizens’ Proceedings offers all parents a one-stop­shop proceeding, for four different registration services. Parents no longer have to go to the local authorities, which previously had always been a requirement. In case it is not possible to hand over all documents to the parents at the hospital, they can pick them up at the office (one-stop­shop proceeding) without having to wait in line. Within the department the distribution of all documents for further processing is organised with the idea in mind, that the workflow management of all baby-services touches as few administrative units as possible. This means that multiple assessments of one and the same document can be avoided and the duration of the process for each single case is considerably shortened. Furthermore, the services offered at the hospital allow for time-flexible distribution of further proceedings at the department, outside regular office hours. In this way the local authorities are able to reduce bureaucracy, whilst having the interests of citizens clearly in focus. Legally necessary matters are now presented in a new, modern way, thus leaving positive images with customers, which is clearly a change of paradigm for local authorities. In 2008, the Department for Citizens` Proceedings was awarded with the Austrian Prize for Innovation in Public Services by the Federal Chancellery Austria.

Award info
Award category: public service delivery
Award type: nominee
Award year: 2009
Project type
Sector: Public administration, modernisation, institutional affairs, reform
Type of activity:
Keywords: Citizens proceedings (registration, passport-matters, citizenship, etc.) one-stop-shop-procedure
Short English description: The Baby-Document-Service enables parents to complete all administrative legal matters relating to the birth during the postnatal period at the hospital. The main objective is to ease the burden for parents with newborn babies.
Further information
Organisation: Department of Citizens Proceedings - City of Graz
Other applicants:
Homepage:
Level of government: local level
Size of organisation: >100
Number of people involved:
Country: Austria
EU membership: EU member
Language code: en
Start date:
End date:


The BABY-DOCUMENT-SERVICE by the department for citizens proceedings (47.0683189, 15.4390162)
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