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Online counter for requesting administrative documents

 Start date June 2011  End date March 2012
Owner Ministry of Interior

To perform certain administrative procedures, citizens are sometimes required to travel long distances from their place of residence, which leads to loss of time and significant expenditure.

In order to alleviate these problems, the Ministry of Interior wants to implement an online counter for requesting administrative documents.


Set up access for citizens to:

  • Place an order
  • Track an order
  • Make a complaint

Set up a back-office to:

  • Track and indicate the status of order processing
  • Access dashboards
  • Manage complaints

Expected benefits

For the citizen:

  • Reduced travel
  • Order administrative documents 24/7

For Administration:

  • Improved corporate image
  • Reduced load on physical counters


October 2011

  • Functional specifications
  • Organisational procedures
  • Choice of pilot communes
  • Preparation of partnership agreements
  • Technical specifications
  • Development of IT solution

January 2011

  • Deployment in pilot communes
  • Signature of agreements with pilot communes
  • Equipping of pilot communes

December 2012

  • Generalisation of deployment
  • Signature of agreements with remaining communes
  • Equipping of remaining communes


Success indicators

Type Indicator Target year
2010 2011 2012 2013

Development of civil status registry counter





Civil status registry: % of orders made via the counter compared to overall number (for deployed communes)

15% 25%



User satisfaction

Level of citizen satisfaction measured by opinion poll

  70% 80% 90%
Efficiency of the Administration

Percentage of orders made giving rise to a complaint

10% 8% 6% 5%