e-Government

The user at the heart of a first-class civil service

The digital transformation of Monaco’s civil service is above all a response to a need: to improve inhabitants’ experience of dealing with the country’s administration, thanks to a faster, more convenient process and optimized use of their data.

Where many of its counterparts are forced to respond mainly to efficiency targets, Monaco’s civil service is characterized first and foremost by the pursuit of service quality.

Focused on the user, and a rapid, personal the Principality’s pursuit of excellence. Digital technology thus complements and  strengthens a civil service that will continue to focus on forging a more per-sonal physical link between its users and its officials. All teleservices will be accessible from a one-stop portal, some of them mobile where appropriate.

The Principality’s digital administration will  be based on four commitments to its users:

Flexibility

Citizens must be free to carry out as many procedures as possible online, simply and quickly, regardless of schedules or working days. At the same time, all of these procedures will remain physically accessible.

“Tell Us Just Once”

With the explicit consent of the user, the various government departments will be able to share information and documents concerning him or her, thus simplifying a large number of procedures.

Transparency

The user must be able to know the status of their request and when the service will be provided. They must also be able to find out who has viewed their data, and why.

Probative value

Recognizing the official validity of digital exchanges and documents will offer citi-zens and the civil service an opportunity to digitize most documents. The state will allow any citizen to use a digital safe with no obligation to keep paper originals.

A modernized, inclusive and sympathetic civil service

With this first-class public service in mind, after modernizing its working tools, the Principality will focus primarily on the men and women in its civil service. It is betting on investing in their transition to a digital world.

The digital transformation of Monaco’s civil service is based on three pillars:

Digitization

Working tools and methods will be more collaborative, ergonomic and appro-priate for the tasks in hand. To be effective, it must redirect officials’ efforts onto tasks with higher added value and divert their focus onto their direct relationships with users. In particular, the digitization of correspondence will bring about more intra-disciplinary and interdepartmental collaboration. As a knock-on effect of this digitization, the Principality’s ecological commitments will benefit from the drastic reduction in paper consumption.

Support and training for officials

Faced with the scale of transformation and progress over at least three years of its deployment, the Principality is committed to the continuous development of its officials’ digital culture and skills.

Inclusion and well-being

All civil servants will be connected by 2019, and all will receive practical support. Convinced that it is a key factor in the delivery of a first-class service, training up officials and improving their working conditions are an integral part of the civil service’s expectations for its digitization.