Abstract
The Social Insurance Institution (ZUS) is a leading office developing digital services for citizens and an important element of e-government in Poland. Its digital reforms are part of the process of building the e-government. For several years, ZUS has been implementing strategies and projects aimed at increasing customer satisfaction. It is possible thanks to the 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 the improvement in the public opinion of the institution. The strategic plans of ZUS, including the “Strategy of the Social Insurance Institution for the years 2021–2025” and the “IT development strategy in ZUS for 2021–2025”, envisage the continuation of the direction of reforms and projects, mainly related to the expansion of the scope of application of modern IT solutions.
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