Last week, the Office of Citizenship and Migration Affairs (OCMA) hosted a co-creation session titled "E-Service Definition and Prototyping." The event brought together experts and citizens to jointly develop the foundation for a new, user-friendly digital solution for processing identity documents.
This new digital solution is being developed by involving users from the very first steps, ensuring it is rooted in their actual experiences. This session continued the ongoing work with OCMA customer service staff to improve the service from all perspectives—balancing both the client and employee viewpoints.
The event featured a diverse range of stakeholders, including actual service users, customer service department staff, and OCMA experts. This composition was intentionally chosen to apply a design thinking approach, ensuring the new service is not created theoretically or in isolation but is based on the actual needs and daily experiences of the public.
The primary task for the co-creation participants was to develop the initial sketches, or prototypes, of the e-service. Once implemented, this digital solution will provide a convenient way for clients to:
Submit the necessary information for a new document;
Pay the state fee online;
Schedule an in-person visit to an OCMA branch for biometric data submission.
During the co-creation process, participants evaluated digitalization opportunities, mapped out a logical sequence of user actions in the electronic environment, and analyzed the needs and expectations of all involved parties.
The new e-service for identity documents is designed to streamline the application process, modernizing and simplifying life for both citizens and customer service specialists. Its core value lies in empowering citizens to choose the most convenient time for communication with the institution, making the process transparent and time-efficient.
The development of the new e-service is carried out within the framework of the European Union Cohesion Policy Programme for 2021–2027, specifically under the project: "Development of a New Identity Document Information System, Implementation of a Partial Self-Service Solution, and Development of the Technical Infrastructure for Issuing Identity Documents" (No. 1.3.1.1/1/25/I/006).
This modernization of public services is made possible thanks to the support of the European Union.
