The complex approach to technology use for customers: from an Electronic Application System to a Mobile App and Robots

The Rural Support Service of Latvia (RSS) is responsible for the implementation of unified state and European Union support policy in the sector of agriculture, forestry, fisheries and rural development. The project was initiated by the need to reduce bureaucratic burden and help customers to receive support easy, quickly, without mistakes. RSS cooperated with different stakeholders, such as private sector organizations, service providers, clients and professionals from agricultural holdings.

Innovation Summary

Innovation Overview

The Rural Support Service of Latvia created a complex system:

-Electronic Application System (EAS): a useful tool for customers to receive support easier and faster. It gives the possibility to submit documents and enter all the data, to follow actual information and individual financial flow;
-Inner technological system solutions: Robot who checks the details of the beneficiaries in the registers; automated processes in the system, for example, the “green corridor”- administration of customer applications for direct payments;
- Usage of satellite images, information from drones in everyday work;
- Mobile Application: all important information for customers in their mobile devices;
- Virtual Assistant: gives advice to customers in 27/7 mode.

The innovation is based on both a targeted use of technology and an integrated view of the problem-solving.
The Electronic Application System (EAS) was introduced in 2009, and since then customers can submit all the necessary information there as well as follow all current activities. 100% of customers use EAS, which reduces the error rate and allows the EAS to pay out support faster. The system also reduces potential errors when applying for EU support to agriculture and rural areas, because in the EAS it is possible to integrate diverse mechanisms to ensure both: cross-checking of data input and verification of the data with other existing data systems. The system helps to promote government efficiency and to accelerate the decision-making process, which in turn speeds up the receipt of services.

The next step was to automate various system processes to proceed with application and information evaluation. RSS started to use satellite images in order to remotely analyze how the fields are managed.
RSS also employs a technological worker, Robot, who checks the information in the registers. This is a big step towards the planned monitoring system in agriculture.
In 2019 a mobile application was launched that allows customers to follow up-to-date information on their devices.
At the end of the year, a virtual assistant will be launched in order to answer customer questions 24/7 on the website.

From this complex innovation, the winners are the customers, with less bureaucracy, more up-to-date information, faster payments, fewer application errors.

Innovation Description

Innovation Development

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Year: 2019
Level of government: Regional/State government


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