An initiative was launched at the beginning of 2024 to support local governments in sharing their experiences and procedures related to the operation of Client Centres (KC). The main goals were to improve the efficiency of services for citizens, make it easier for them to navigate within a specific authority, optimise processes, and gradually introduce the digitalsation of services.

The Idea and First Steps

In July 2024, the topic of benchmarking was consulted with the main coordinator, Monika Reiskupová. Discussions focused on mapping the main processes within the KCs, daily visitor numbers, the volume of applications received, as well as possibilities for gaining greater feedback through satisfaction questionnaires. Emphasis was also placed on selecting suitable indicators that could be compared among the individual KCs.

Subsequently, several local governments were approached, and the following agreed to participate in the project: Nitra, Žilina, Ružomberok, Liptovský Mikuláš, Šaľa, Vráble, Stará Turá, and the Municipal District of Bratislava – Nové Mesto. Trnava attended the first two meetings but was unable to continue participation due to workload.

The Benchmarking Process

The first online meeting took place on 19 September 2024 and focused on the organisation of Client Centres in the individual cities. Discussions covered the structure of the workplaces, process mapping, and options for data collection.

The second online meeting was held on 17 October 2024 and focused on the registration of residents, real estate, and the verification of signatures and documents.

The third meeting took place on 19 November 2024 and was also held online. This meeting built upon previous discussions and supplemented the mapping of processes in the registry office (podateľňa), cash desk, and in the area of taxes and fees.

The final, fourth meeting was held face-to-face on 28 January 2025 at our CAF Centre in Bratislava. The meeting’s agenda included detailed mapping of KC processes in the areas of registry/register office, general submissions, fees, and records. Joint diagram modelling for selected processes was also discussed, with participants able to try out the online BPMN application for expressing business processes. The advantage of a face-to-face meeting is the direct interaction of participants, which enables more effective discussion, faster resolution of questions, and a more intensive exchange of experience.

Benefits of Benchmarking

The benchmarking of Client Centres demonstrated that sharing experience and mutual co-operation among cities contributes to finding effective solutions and to a more efficient setting of services for citizens. We would therefore like to continue this type of co-operation going forward.

Updated 12.11.2025