The certificate of residence is an application accessed via the central Austrian public portal HELP. Such a certificate is required by many institutions like social insurances, schools, universities, insurance companies, etc. as proof of regular residence of the applicant. The service can be obtained fully electronically. Identification/authentication is offered via electronic signature on smartcard and via a mobile phone-based option. The service requires access to the central register of residence or population register (ZMR: Zentrales Melderegister; in English: CRR) and includes online payment of charges and secure electronic delivery. Since the establishment of the CRR, only one paper form is issued at change of residence, and certificates of residence need to be applied for at municipal registry offices whenever required, either in person or online. With the certificate of residence service the first practical implementation of standardised software modules and specifications developed by the CIO (Chief Information Office) has been employed aiming at demonstrating a full electronic workflow from the online application by the citizen to the automatic validation of information via a centrally employed database, electronic payment to electronic delivery of the certificate.

Main results, benefits and impacts

Main indicators of impact and results are the outreach of service provision and the effects achieved for agencies and other users: Outreach: Local, Regional, National Comment: Due to the low uptake of the service (about 300 per month) only low outreach has been achieved so far. However, the uptake of the CRR is extremely high since it is the central database for residence and personal data enquiries. Effects: -To agencies: Money saved per case, Time saved per case, Improved collaboration, Higher user potential, -CRR enables various streamlining effects, -To other users: Faster delivery of service, Time saved per case, Consideration of user's need and satisfaction, Full electronic service delivery

Return on investment

Return on investment: Not applicable / Not available

Lessons learnt

The learning points are indicated by the innovative issues of the case: Full electronic service delivery including identification and authentication via digital signature (Citizen Card and Citizen Card Light) and payment and online delivery of the certificate. Protection of personal data by base online identification on two pillars: the stem code (Stammzahl) and an area-specific identifier (this avoids to connect area specific databases with the centrally stored residence data by other authorities without authorisation). Transferability limits of the case: Certificate of Residence is very Austrian specific. However, single applications like the online delivery of certificates, payment and authentication are transferable.