Rozwój e-urzędu na przykładzie Zakładu Ubezpieczeń Społecznych

The Social Insurance Institution (ZUS) is a leading office developing digital services for citizens and an important element of e-administration in Poland. Its digital reforms are part of the process of building the e-administration. For several years, ZUS has been implementing strategies and projects aimed at increasing customer satisfaction. It is possible thanks to innovative solutions in customer service, as well as a transparency and efficiency in managing public funds. The implemented modern reforms brought measurable financial benefits and positive qualitative changes, which resulted in an improvement in the public opinion of the institution. The strategic plans of ZUS, including “Strategy of the Social Insurance Institution for the years 2021–2025” and “IT development strategy in ZUS for 2021–2025”, sets out the continuation of the direction of reforms and projects, mainly related to the expansion of the scope of application of modern IT solutions.