POSLOVNI FM PREDSTAVLJA Andreja Kajtaz

Guest Andrea KajtazHosted by Marijana MatkovićMay 3, 2026

Andrea Kajtaz

About this episode

What you'll hear in this conversation

The pandemic forced many organizations to rethink their digital strategies. For public institutions like FINA, this wasn't just about efficiency; it was about maintaining essential services when physical access became impossible. Andreja Kajtaz, leading FINA's commercial digital solutions, offers a candid look at how an institution traditionally associated with bureaucracy pivoted "overnight" to prioritize and accelerate its digital offerings. Her experience reveals not just the necessity of digital transformation, but also its scale and immediate impact on businesses and citizens, from financial support portals to personal enforcement notifications. Readers will leave with a clearer understanding of how crisis can reshape service delivery and the quiet power of public sector innovation.

Insights from the conversation

What to take from this episode

FINA was already developing digital solutions, but the pandemic arrived "overnight," demanding an immediate reorganization to ensure services remained accessible. Crisis isn't just a disruptor; it's often the only real deadline that forces an organization to prioritize long-standing strategic initiatives.

The "Mjere" portal, developed rapidly with the Croatian government, allowed businesses to calculate their "COVID score" and assess eligibility for financial support. When a crisis creates a shared, urgent problem, even complex multi-stakeholder projects can launch at speeds previously thought impossible for public administration.

FINA launched an online service enabling citizens and businesses to request, receive, and communicate about all services digitally, even offering free digital certificates for a year. The true test of a digital service isn't just transacting online; it's enabling full, two-way communication without a single physical touchpoint.

The e-Građani platform, though seven years old, saw a 27% increase in users in a single year during the pandemic. Even well-established digital platforms can experience a dramatic acceleration in adoption when external circumstances remove all other options for interaction.

FINA's e-Blokada service, now on e-Građani, provides citizens with immediate, comprehensive information about their enforcement status, including who initiated it and what steps remain. For sensitive personal financial issues, providing immediate, transparent information can mitigate distress and build trust, even if the news itself is difficult.

Andreja Kajtaz addresses the common complaint, like her neighbor's, of receiving a blockade notification days after the actual event. When a digital system functions perfectly by its own metrics, but the user experience still feels broken, the problem often lies in the pre-digital upstream process. Digitalizing one part doesn't fix the whole chain.

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