Arnis Daugulis

Arnis Daugulis (LV)

Presentation: Better Customer Service by Cooperation between National and Local Governments

Arnis Daugulis holds the position of Deputy State Secretary (ICT & E-Government) at Ministry of Environmental Protection and Regional Development of the Republic of Latvia. In this role, he carries responsibility of defining ICT and E-Government policy (State Chief Information Officer), as well as developing the whole-of-government approach for better public service delivery, based on multi-channel customer service, easy to use e-government portal, and seamlessly integrated back-office information systems.

Before joining the government of Latvia (2012), Arnis was a Chief Information Officer (CIO) and member of the management board at JSC “Latvenergo”, one of the largest power utility companies in Baltic countries. During 12 years at the CIO position, Arnis has accrued huge experience in running ICT function for large company, taking care of both ICT governance, business alignment, strategic development, and ICT operations.

Arnis has been a member of the Management Board of Latvian Telecommunications Association, and a member of the Board of Directors of European Utility Telecom Council (EUTC) based in Brussels. He is a co-founder of the Latvian CIO Forum, informal organization of CIOs of largest Latvian companies.

Arnis has received the degree of Master of Science in Electrical Engineering from Riga Technical University, Latvia, and the degree of Licentiate of Engineering from the Royal Institute of Technology, Stockholm, Sweden, specialised in requirements engineering in IT procurement projects. As an ICT executive, he has received extensive professional training, including project management, change management, HR management, and creative thinking.

Latest publication – Developing Public Service for the Future: How Europe Can Lead Public-Sector Transformation. A collection of essays on the opportunity and challenge of public service in the digital age. The Lisbon Council for Economic Competitiveness and Social Renewal, Brussels, 2014.


Outline

Better Customer Service by Cooperation between National and Local Governments

Keywords

Public services delivery, cooperation between national and local governments, one-stop shop principle; multi-channel; change management, change of mind-set; Latvia.

Significant changes have taken place in the society, technology, and assumptions in delivery of public services, earlier approaches and techniques needed to be updated and revised. Therefore, after extensive study and execution of pilot project government of Latvia came out with new approach by eliminating borders in delivery and access of public services by setting up Network of State and Municipal Unified Customer Service Centers (The Concept for Improvement of the Public Service System was reviewed and approved by Cabinet of Ministers on January 2015).

Innovative approach of implementation of the “one stop shop” principle - significant change of inter-institutional and inter-governmental cooperation by minimizing distinction between services provided by local governments or state institutions, as well as paying significant attention to development of e-skills and fostering a positive attitude toward self –service.

Particularly innovation is voluntary involvement of local governments to provide most popular “physical/on-site” state institution services and use of existing infrastructure/ assets and human resources.

There is no need of the new institution to run the network or significant investments; it is driven by multi stakeholder cooperation approach, and gradual changes in mind-set of decision makers by understanding  the need of breaking silos amongst different public bodies.

Therefore, the role of leaders – national or local government level were very important by co-designing and taking decisions to implement multi-channel, multi government, interdisciplinary and interoperable approach towards the needs of clients and in the same time being efficient from the point of using of public funds. Leadership is necessary characteristic for such kind of changes in public services delivery.

Restructuring of delivery of public services in Latvia makes significant contribution to the development of public service system, thereby reducing administrative burdens, improving the business environment, ensuring availability of services in the regions and promoting more efficient public administration.