Public administration usually starts digitalizing a service once it has existed on paper for years. With the transport allowance, the Hradec Králové Region did the opposite: it launched this new support for residents as a digital service from the start.
The aim was to give residents a simple and secure way to submit an application and at the same time to build a solution that would not create administrative work for the office even when the number of applications grew.
A political decision that created a new digital service.
The transport allowance was introduced as a new measure supporting the residents of the region. It was therefore not a matter of moving an existing service online, but of designing the whole process from scratch.
That opened up the chance to design the service in a modern way:
- with no paper forms,
- with no need to visit the office in person,
- with the emphasis on simplicity for the applicant,
- and with automated data processing for the office.
The result is a public service that is digital from day one.
Drupal as the basis of a flexible form solution
The technical basis of the solution is the Drupal content management system, which the Hradec Králové Region already uses for the regional website (www.khk.cz) and which made it possible to combine informational content with an advanced form solution.
On the application page, residents first read the conditions of the program and then move on to submitting the application.
The whole process is designed to be understandable even for people who do not normally use digital services.
The form has two steps: after the details are filled in, a review page follows where applicants can check, edit, or print everything before the final submission.
Identity verification through NIA
A key part of the solution is the integration with NIA, the Czech National Identity Authority, which allows people to sign in using their Citizen Identity.
As a result:
- the basic details are filled in automatically,
- there is no need to enter them again,
- the error rate drops considerably,
- and the office works with verified data.
Applicants fill in the form faster and the whole process is secure and trustworthy at the same time.
A form adapted to real situations
The solution allows for applications submitted either by the applicants themselves or by a legal representative on behalf of their children.
The form adapts automatically to the chosen scenario and allows several applicants to be entered in a single submission.
On the side of the office, applications are available in the Drupal administration and can be exported in a structured form for further processing or review.
The benefits of a digital public service from day one
Introducing the new service in digital form brought several fundamental advantages:
- residents can submit an application from anywhere without visiting the office,
- the office works with digital data from the outset,
- the number of errors and requests for missing details is kept to a minimum,
- the solution is ready to be extended further.
The project also shows that designing a service digitally from the start can significantly reduce the future cost of running and developing it.
Inspiration for other digital services
The experience of the Hradec Králové Region confirms that new public services do not have to be shaped around old processes.
The combination of Drupal, the NIA integration, and a well designed form solution lets public administration introduce new services quickly, securely, and with the convenience of the resident in mind.
Series: Transport allowance applications in the Hradec Králové Region