e-Agency: Implementation of the Croatian Post and Electronic Communications Agency

The paper presents implementation of e-agency (e-government) concept into Croatian Post and Electronic Communication Agency. Conceptual, layered architecture of e-agency has been proposed. Special attention has been paid to the innovation and implementation of the back office and front office layers as well as on implementation of number of e-applications by means of which HAKOM strives to provide high quality services, easy access, effective delivery, and overall stakeholder satisfaction.