From 1 January 2024 e-Service have become a compulsory tool for the exchange of correspondence between public institutions, entrepreneurs and citizens. The strategy was to accelerate and streamline the process of delivering electronic documentation, but at the start it encountered serious problems that caused a wave of criticism from officials and users.
Main challenges in the functioning of e-Services
In e-Service theory, they were to supply transportation within 24 hours. However, in practice, transportation times frequently exceed a fewer days. Beata Pietriczuk, the typical of the Lublin City Hall, points out that the shipments sent on 9 and 10 January 2024 are inactive in the position “in the course of verification”. In the case of correspondence on 15 January, over 350 consignments has not yet been delivered to the recipients.
Such delays lead to difficulties in complying with administrative deadlines. This includes, inter alia, the service of taxation decisions, provisions or summons in matters governed by the Code of Administrative Procedure. Without effective service of documents, the offices are exposed to contesting their decisions.
Technical problems and threats to individual data
Another problem is technical problemswhich hinder the generation of evidence of service. This evidence is essential in administrative processes and their absence puts the validity of decisions issued by the offices at issue.
At the same time, individual data protection breaches occur. In the e-Service system, customers are sometimes contacted Officials' PESEL numbers providing news, which gives emergence to the hazard of leaking delicate data. The problems reported by the authorities besides include restrictions on the search for shipments and a deficiency of tools to monitor their position efficiently.
Response of the Ministry of Digitalisation and Polish Post
Minister of Digital Affairs, Krzysztof Gawkowski, requested the Polish Post Office to explain and present corrective actions that would improve the functioning of the system. Joanna Trzaska-Evening, a spokesperson for the Polish Post Office, pointed out that the implementation of the strategy on specified a large scale is simply a complex process, and any problems arise from the actions of IT companies liable for the integration of local systems.
The Polish Post Office besides points to continuous electronic queries regarding the position of shipments that charge the strategy and extend the verification time. Despite these difficulties, the operator shall guarantee that compliance with individual data protection rules remains a priority.
Impact on the regular functioning of the institutions
Officials and public bodies indicate that delays and inefficiency of the e-Service strategy importantly affect their regular work. Consignments between public institutions, which should be carried out in a fewer hours, frequently scope with a hold of up to a fewer days.
Technical problems besides lead to complications in calculating transportation deadlines. For example, if the consignment is delivered late, the time to appeal the decision may elapse before the addressee can read the documentation.
Can the e-Service strategy be saved?
Despite the hard start, e-Services stay a key component in the digitisation of public administration in Poland. However, fast and effective corrective action is needed in order for the strategy to meet its objectives. Key importance is:
- improving method stability,
- ensuring the safety of individual data,
- improving the efficiency of communication between offices and recipients.
The gathering of representatives of the Polish Post Office with local governments, which is to take place in the coming days, may prove to be crucial for solving problems. However, if problems are not resolved, the e-Service strategy may lose user assurance and origin more harm than benefits.
E-Services were to be a breakthrough tool to facilitate the exchange of correspondence in Poland. Unfortunately, the first weeks of the strategy have exposed many shortcomings. In order for the strategy to full fulfil its task, it is essential to implement a number of corrective actions that will reconstruct efficiency and assurance in this solution.
Read more:
E-Service in Poland: Has the strategy met expectations?
