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CivicFlow – Transparent and User-Friendly Local Governance

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The project aims to enhance the efficiency of internal municipal processes and improve the quality of public services delivered to residents by introducing digital solutions and strengthening staff capacity.

The project consists of three interlinked initiatives:
1. Internal process digitalisation, enabling the analysis and optimisation of document flows and decision-making procedures through the implementation of a unified digital solution;
2. Development of an accessible e-service platform pilot for the public, offering multiple digital services that simplify communication with the municipality, reduce administrative burden, and enable remote submission, signing, and tracking of applications and permit statuses;
3. Strengthening staff well-being, capacity, and professional development, to ensure a modern and sustainable public administration that can adapt to evolving societal needs, especially in the context of rapid technological transformation and the growing use of artificial intelligence.

What will be developed:
The project foresees the creation and piloting of a user-friendly e-service platform that will significantly transform the way municipalities deliver public services. The platform will integrate various application and permit processes into one digital interface, offering efficient, transparent service provision for both citizens and administrators. A core innovation is the automatic service issuance feature – if an application meets pre-defined local criteria, the system can issue the permit automatically without human intervention, thereby reducing administrative workload and delays.
The digitalisation of internal processes will support automated document flows, case tracking, task management, and progress monitoring, reducing human error and improving overall administrative efficiency.
Municipal staff will receive targeted training to ensure they are skilled, motivated, and capable of using digital tools confidently, delivering higher-quality public services.

The project tackles several systemic challenges common to many municipalities across the Baltic Sea region. Internal processes are often fragmented and paper-based, resulting in lost information, delayed workflows, and inefficiencies. Public e-services are limited in availability and difficult to navigate, forcing residents to resolve issues in person. Manual data handling and siloed systems generate unnecessary administrative burden and prevent timely decision-making.
At the same time, many local governments face a lack of digital skills among staff and limited investment in their professional development and well-being, which hinders innovation. This contributes to low public trust, particularly when decision-making processes appear opaque and inaccessible.
Additionally, there is insufficient international cooperation in the field of local governance modernisation, limiting the transfer of good practices and the development of cross-border digital solutions. This project provides a concrete and targeted response to these challenges.

The project will be implemented in cooperation with partners from other countries in the Baltic Sea Region, including local governments, IT centres, and research institutions. The lead partner is the Municipality of Ventspils (Latvia). International partners will co-develop solutions, share best practices, and adapt the platform to their own legal and administrative contexts. This will ensure that the final product reflects a diversity of regional needs while remaining technically feasible and scalable.
The project directly contributes to Programme Objective 1.2 – Responsive public services, by:
• Ensuring accessible, 24/7 municipal service provision;
• Reducing administrative burden through digital automation;
• Strengthening the ability of local governments to respond swiftly and effectively to societal needs.

Aligned with the Interreg Baltic Sea Region programme’s emphasis on responsive governance, this project promotes innovation, inclusivity, and future-readiness in local public administration. It increases access to digital public services, reduces bureaucracy, and lays the foundation for scalable, cross-border e-service models that other municipalities can adopt.

CivicFlow – Transparent and User-Friendly Local Governance

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