Digital public services represent an important means through which user access public administration services, but in Slovenia they are distributed across multiple portals, information systems and competent authorities. This master’s thesis examines a model of a single digital access point for public services, understood not as the consolidation of all services into a single portal, but as an integrating framework for the existing multi-portal system.
The aim of the thesis is to identify the key organisational, content-related, technical and user-related elements of a single digital access point, operationalise them through an evaluation model, and use them as a basis for developing an organisational and service model for Slovenia. The evaluation model was applied to selected user journeys on the GOV.SI, eUprava, SPOT, eDavki and zVEM portals. The analysis identified different relative strengths depending on the function of each portal, as well as common gaps, particularly in the consistency of user journeys, the clarity of transitions between systems, data reuse, and the provision of feedback, notifications and case-status information.
The findings were qualitatively compared primarily with the United Kingdom’s GOV.UK and Denmark’s borger.dk, with German and Spanish approaches included as supplementary cases. The comparison highlighted the importance of common user-experience standards, shared digital building blocks, interoperability and institutional coordination.
Based on these findings, a five-layer organisational and service model was developed, while selected elements were illustrated through a conceptual prototype of a proposed role for GOV.SI as a common information and routing entry point. The central conclusion is that a single digital access point does not necessarily require a new portal, but rather more coherent integration of existing services, standards, data, digital building blocks and responsibilities.
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