Standard usług opiekuńczych świadczonych dla osób starszych w ...
Raport Wzornictwo e-usług. Analiza stanu wzornictwa usług świadczonych drogą elektroniczną i...
-
Upload
instytut-wzornictwa-przemyslowego-sp-z-oo -
Category
Documents
-
view
219 -
download
0
Transcript of Raport Wzornictwo e-usług. Analiza stanu wzornictwa usług świadczonych drogą elektroniczną i...
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
1/436
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
2/436
^ISH^Q
v|h~eokqvh`-p{pf
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
3/436
Moeo{q`~{qvh Fh{shai~do
A`si~qim`eq Fh{shai~do @j`dq~heok|e`l
Sjik Q~|`kg D~|yy ;(0
33-036 Vi~{|ivi
q`j< $17 >> 2?; 03 33
bid{< $17 >> 2?; 13 12 ah 17
`-mioj< mfCmffhrsj
gqqs
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
4/436
^ISH^Q
v|h~eokqvh
`-p{pf
ieij o|i { qiep v|h~eokq vi p{pf
voiak|heykg a~hf `j`dq ~heok|e
o s`~{s`d qy vy okg ~h|vhlp v Shj{k`
s~| yfhqhviey s~|`|
Oe{qy qpq V|h~eokqvi S~|`my{hv`fh
Vi~{|ivi >399
N`iqi Nhkgo{di
a~ Ovhei Sijk|`v{di
Ah~hqi N~yeaij
Diqi~|yei [ q`bieoid
a~ Ij`d Qi~dhv{do
S`eqh~ ^`{`i~kg Oeq`~eiq oheij
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
5/436
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
6/436
[so{ q~`ko
[q~`{|k|`eo` aji do`~hveokqvi 6
V{qs 9;
K`j* |id~`{ o fve` ~ai ~ish~qp h~i| dhms`q`ekl` OVS lidh ipqh~i 96
9 @-p{pfo a`eokli* aoifeh|i o s~hfeh|i >999 A`eokli >99> hji `-p{pf v fh{shai~k` >69; V{si~ko` ~h|vhlp `-p{pf >791 S`~{s`dqyvy o do`~pedo ~h|vhlp hb`~qy `-p{pf o l`l vydh~|y{qieoi s~|`| dhe{pm`eqv ;9
> V|h~eokqvh `-p{pf aoifeh|i o s~hfeh|i 1;>9 V|h~eokqvh `-p{pf 1;>> h|vl v|h~eokqvi `-p{pf 1?>; V|h~eokqvh `-p{pf lidh {sh{n ei v|~h{q dhedp~`ekylehko shj{dokg -p{pf 09
; V{sk|`{e` ~yedo `-p{pf 2;;9 V|h~eokqvh `-p{pf v vyn~ieykg d~ilikg {qiqy{qydo 2;;> @-giea`j '`-khmm`~k`/ 2;;; @-p{pfo v {`dqh~|` spnjok|eym '`-fhr`~em`eq/ 20;1 Dhedp~{y ei v|h~eokqvh `-p{pf 2?;0 Niaieoi ahqyk|k` v|h~eokqvi `-p{pf v vyn~ieykg d~ilikg 2?
;2 M`qhay s~hl`dqhvieoi o va~iieoi -p{pf* {qieai~ay vys~ikhvie` v s~hl`dqhvieop`-p{pf ei vo`ko` 69
;6 S`~{s`dqyvy ~h|vhlp ~yedp v|h~eokqvi `-p{pf v vyn~ieykg d~ilikg P@ 62
1 Pvi~pedhvieoi oeb~i{q~pdqp~ije` o {s~|qhv` ~h|vhlp -p{pf 7;19 [|`~hdhsi{mhvy ah{qs ah oeq`~e`qp 71^h|vl s~|`vhahv`fh {|`~hdhsi{mhv`fh ah{qsp ah oeq`~e`qp 771> Ah{qs ah oeq`~e`qp |i shmhk q`kgehjhfoo n`|s~|`vhahvykg ?31; Ah{qs ah oeq`~e`qp shs~|`| {o`ko dhm~dhv` ?311 Ah{qs ah oeq`~e`qp shs~|`| {o`ko VoBo ?910 P~|a|`eoi dhkhv` ah{qsp ah oeq`~e`qp* qysy o ah{qseh ?>
12 K`ey p{pf ?016 Sha{pmhvieo` ?2
0 S~ivh oeq`~e`qp< |i~y{ ~`fpjiklo s~iveykg v Shj{k` vhn`k ~`fpjiklo peoleykg 93009 Hkg~hei o v{si~ko` a|oiijehko fh{shai~k|`l* pmhvy |ivo`~ie` he-joe` v oeq`~e`ko`*
pmhvy vydheyvie` a~hf `j`dq~heok|e 9360> ^`fpjikli Dha`d{p kyvoje`fh 9360; Hkg~hei dhe{pm`eqi v pmhvikg |ivo`~ieykg ei haj`fh 99001 ^`fpjikl s~ive` ahqyk|k` {b`~y spnjok|e`l '`-iamoeo{q~ikli/ kh ei{| k|`di
v s~|y{|hko8 99700 Sha{pmhvieo` 9>9
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
7/436
2 [shl~|`eo` {hklhjhfok|e` ei ~ye`d v|h~eokqvi `-p{pf v Shj{k` 9>029 Oeq`~e`q o l`fh pyqdhveoky v Shj{k` 9>62> [sh{hny dh~|y{qieoi | oeq`~e`qp o okg pvi~pedhvieo` 9;92; @-p{pfo i vydjpk|`eo` kyb~hv` 9;621 Q~`eay ~h|vhlp `-p{pf 9;620 Q~`eay ~h|vhlp v|h~eokqvi p{pf {o`kohvykg 91322 Sha{pmhvieo` 913
6 Niaieoi sh|ohmp vydh~|y{qieoi v|h~eokqvi `-p{pf v Shj{k` 91069 M`qhaydi 9106> Hfje` sha`lko` ~m ah s~hl`dqhvieoi `-p{pf 9166; S~hk`{ s~hl`dqhvieoi -p{pf v s~|`a{onoh~{qvikg 90361 V{ss~iki | s~hb`{lheijeymo s~hl`dqieqimo 906
Sha{pmhvieo` 927Veoh{do 92?60 S~hl`dqhvieo` v|h~eok|` lidh {sh{n ei v|~h{q dhedp~`ekylehko shj{dokg `-p{pf 969Vsyv v|h~eokqvi `-p{pf ei dhedp~`ekyleh ~m 960Vyaiqdo ei v|h~eokqvh `-p{pf o hk`ei ~`eqhvehko oev`{qyklo 973Sha{pmhvieo` 971Veoh{do 970
7 Ieijo|i {inykg o mhkeykg {q~he h~i| {|ie{ o |if~h` v hn{|i~|` v|h~eokqvi `-p{pf 9?9
? ^`dhm`eaikl` 9?6?9 Vsyv ~`ijo|iklo ~`dhm`eaiklo ei oeehvikyleh fh{shai~do >31
93 Sha{pmhvieo` >3?Vydi| {d~qv >99
[so{ ~y{pedv >9>
[so{ qin`j >90
Vi{eh o ~h|shv{|`kgeoieo` ~ish~qp >92
Hf~ieok|`eo` hashvo`a|oijehko ipqh~i >96
Oebh~mikli h ipqh~ikg >97
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
8/436
6
[q~`{|k|`eo` aji do`~hveokqvi
Q`~moe v|h~eokqvh `-p{pf* vydh~|y{qiey v qyqpj` ~ish~qp* eij`y ~h-
|pmo` lidh s~hk`{ s~hl`dqhvieoi o va~iieoi ehv`fh s~hapdqp eo`miq`-
~oije`fh* lid { p{pfo voiak|he` a~hf `j`dq~heok|e* lid ~veo` lidh
|`{qiv vymifi o k`kg {qiehvokykg sha{qiv ah dhmsj`d{hv`l hk`ey
vi~qhko hb`~hvie`l s~|`| s~hapdq* lidom l`{q `-p{pfi%
Ieijhfo aji a`eoklo v|h~eokqvi p{pf h~i| `-p{pf {qiehvo shlko` v|h~-
eokqvi s~|`my{hv`fh ahqyk|k` s~hapdqv miq`~oijeykg ~h|shv{|`kgeohe`
v so`~v{|`l shhvo` WW vo`dp* v Shj{k` v apym {qhseop |i {s~iv Oe{qyqpqpV|h~eokqvi S~|`my{hv`fh 'OVS/
Vyeodo niai {qiep v|h~eokqvi `-p{pf v shj{dokg s~|`a{onoh~{qvikg
Sha{qiv ^ish~qp l`{q ieijo|i vyeodv niaieoi ~yedp `-p{pf* dhms`q`e-
klo o shq~|`n shj{dokg s~|`a{onoh~{qv v |id~`{o` va~iieoi ehv`fh s~hl`dqp
`-p{pfo h~i| `b`dqyvehko s~hl`dqhvieoi p{pf `j`dq~heok|eykg s~|`s~hvi-
a|he`fh v joskp >393 ~ ei |j`k`eo` Oe{qyqpqp V|h~eokqvi S~|`my{hv`fh s~|`|
S`eqh~ ^`{`i~kg Oeq`~eiqoheij ei mo`~|ije`l s~no` s~|`a{onoh~{qv ~eykgn~ie* aji dq~ykg p{pfo voiak|he` a~hf `j`dq~heok|e {qiehvo shq`eklij-
eo` h okg s~|`via|` dhedp~`ekyle`l ei ~yedp K`j`m niaieoi nyh p|y{dieo`
hashvo`a|o ei syqieo` k|y o ei oj` s~|`a{onoh~ky n~iey p{pfhv`l vydh~|y-
{qpl v|h~eokqvh ah s~hl`dqhvieoi `-p{pf* lido` qh s~|yeh{o ~`|pjqiqy h~i| lid
s~|`no`fi s~hk`{ s~hl`dqhvieoi ehv l -p{pfo
Niaieo` |h{qih s~|`s~hvia|he` ei s~no` >39 s~|`a{onoh~{qv | 7 n~ie '-
eie{`* oebh~miqydi* dpjqp~i* ah~ia|qvh* ehe-bh~ s~hq* mi~d`qoef* hfjeh{sh-
`k|ei* oebh~mikylei/ h~i| 0> s~hl`dqieqv `-p{pf Niaieo` s~|`s~hvia|heh
v vyn~ieykg ~mikg* dq~` v kofp q~|`kg jiq shs~|`a|ilkykg mhm`eq sh-moi~p va~hyy s~|yeilmeo`l l`aeh s~|`a{ov|oko` | |id~`{p `-p{pf Ahn~
dvhqhvy ~`{shea`eqv |idiai |ikghvieo` s~hsh~klo haeheo` ah n~ie h~i|
vo`jdhko ~m Niaieo` |h{qih s~|`s~hvia|he` s~|y |i{qh{hvieop m`qhay n`|-
sh~`aeo`fh vyvoiap iedo`q`~{do`fh s~|y vydh~|y{qieop q`kgeodo KISO9
9/ \ ief KISO Khmspq ~ I{{o{q`a S`~{heij Oeq`~ro`voef
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
9/436
7
Vyeodo niai v{di|pl* ` `-p{pfo ~h|volil {o v Shj{k` v {sh{n {she-
qieok|ey* mhqh~`m okg ~h|vhlp l`{q s~|`a` v{|y{qdom ~h|vl oeb~i{q~pdqp-
~y kyb~hv`l h~i| eijiahveokqvh ~h|vo|i |if~ieok|eykg% @b`dqyveh
qykg a|oii* lid ei eo`p{y{q`miqy|hviey s~hk`{* l`{q v eo`dq~ykg s~|y-
siadikg |i{didplkh vy{hdi* kh eo` |eik|y* ` qido {k`ei~op{| {s~iva|o
{o v diaym s~|ysiadp%
S~|ydia`m l`{q es ~ha|om` ~h|vo|ieo` v sh{qiko sjiqbh~my ipdkyle`l Ijj`f~hsj*
dq~i |ahmoehvii ~ye`d ah q`fh {qhseoi* ` |injhdhvii v`lko` ah Shj{do sh-
q`eqiqi fjhnije`fh* lidom l`{q {`~vo{ `Niy Shahne` |livo{dh mh` mo` mo`l-
{k` v s~|ysiadp Imi|hekhm* dq~`fh shspji~eh ei shj{dom ~yedp mh` eo`
hdi|i {o vy{qi~k|ilkh vy{hdi* ny shdhei ~ha|omykg dhedp~`eqv lidomo {
{o` @msod h~i| d{ofi~eoi oeq`~e`qhvi M`~joe Eij`y mo` voiahmh* ` {i-
mho{qey ~h|vl dojdp vohakykg mi~`d eo` vy{qi~k|y aji npahvy ehvhk|`{e`fh
{`dqh~i `-p{pf v Shj{k`* dq~y* ny {s~h{qi dhedp~`eklo |if~ieok|e`l* mp{o |i-
kgha|o v {|yndom q`mso` o s~|y |mid{ymijo|hvie`l b`dqyvehko
Vyeodo niai iedo`qhvykg vydi|iy* ` v vod{|hko shj{dokg ~m va~ii-
lkykg `-p{pfo ahmoepl` sh{q~|`fieo` v|h~eokqvi `-p{pf v diq`fh~oikg `{-
q`qyk|eykg* lidh shvo`~|kghve`l {qyjo|iklo* k|{qh v haeo`{o`eop eo` ah ki`l
p{pfo* ij` hf~ieok|`eo` {o` ah l`ae`fh `j`m`eqp Kgi~idq`~y{qyk|e` l`{q
vo{di* lidom l`{q v|h~eokqvh p{pf 92% mod~h~m o >>% miykg s~|`a{o-
noh~{qv h~i| |ij`avo` 93% ~`aeokg o apykg ~m pvii oeehvikyleh |i
djpk|hvy k|yeeod {s~|ylilky haeo`{o`eop {pdk`{p ei ~yedp
L`aehk|`eo` iedo`qhvie` s~|`a{onoh~{qvi a`dji~pl shq~|`n sh|y{dovieoi
ehv`l vo`a|y o dh~|y{qieoi |` {s`klijo{qyk|e`fh ah~ia|qvi o {|dhj` v hn{|i-
~|` v|h~eokqvi `-p{pf
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
10/436
?
^y{pe`d 9%
Hsoeo` ~m h v|h~eokqvo` `-p{pf
~ah< hs~ikhvieo` vi{e`
^y{pe`d >%
~ai ehvykg ~h|vo|i s~hl`dqhvykg vydh~|y{qieykg v ~mikg s~|y s~hl`dqhvieop `-p{pfov kofp h{qiqeokg ; jiq
~ah< hs~ikhvieo` vi{e`
3 93 >3 ;3 13 03
~`aeo` o ap` ~my TE=;9] Mi` ~my TE=93>] Mod~h~my TE=27]
Vi{e` ahvoiak|`eo`
S~hl`dq s~|`di|iey s~|`| |if~ieok|e`fh dhhs`~ieqi
[imha|o`je` hs~ikhvieo` v|h~p ei sha{qivo` q`fh*kh shdi|yvie` l`{q ei qi~fikg* vy{qivikg
[imha|o`je` hs~ikhvieo` v|h~p ei sha{qivo` hn{`~viklo|if~ieok|e`fh ~yedp
[imha|o`je` hs~ikhvieo` v|h~p ei sha{qivo` oebh~miklov s~i{o` o vyaiveokqvikg n~iehvykg
[imha|o`je` hs~ikhvieo` v|h~p ei sha{qivo` hn{`~viklod~ilhv`fh ~yedp
\idps jok`eklo
\imvo`eo` p s~hb`{lheije`fh s~hl`dqieqi>1%
;?% 17%
9?%91%
;?%
11%13%
;0%
>1%;3%
9?%
19%>0%
92%
>?%>;%
92%1%0%2%
3%>%
;%
3
>3
13
23
73
933 V|h~eokqvh {qiehvo ehvy spedq voa|`eoiei s~hnj`my {qhlk` s~|`a ~m
Vydh~|y{qpl`my v|h~eokqvh ah had~yvieoiehvykg mhjovhko ~h|vo|yvieoi s~hnj`mv
Dh~|y{qimy | v|h~eokqvi* iny shs~ivojpn p{s~iveo lido `j`m`eq p{pfo
V|h~eokqvh q~idqpl` {o lidh {qyjo|ikl* {sh{nei nyko` |fhaeym |` v{sk|`{eymo q~`eaimo
Vi~qh v|h~eokqvi `-p{pf eo` l`{q ah{q~|`fiei
~`aeo` o ap`~my TE=;9]
Mi` ~myTE=93>]
Mod~h~myTE=27]
Hf`mTE=>39]
0%
90%
;9%
;9%
97%
9%
90%
;>%
>7%
>1%
2%
9;%
>6%
;7%
92%
93%
>;%
;?%
9;%
92%
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
11/436
93
^y{pe`d ;%
Shq~|`ny ~m v |id~`{o` v|h~eokqvi `-p{pf TE=>39]
~ah< hs~ikhvieo` vi{e`
[qie o s`~{s`dqyvy ~h|vhlp `-p{pf v Shj{k` o Peoo @p~hs`l{do`l
[`dqh~ p{pf l`{q k|yeeodo`m v|~h{qp `dhehmok|e`fh* lidhko ykoi {sh`-
k|`{qv* l`fh ~h|vl s~|yk|yeoi {o ah shaeh{|`eoi {qieai~ap ykoi o n`|so`-
k|`{qvi {hklije`fh mo`{|dikv V d~ilikg h eilvy`l ~h|voeoq`l fh{shai~k`
~yedhv`l pa|oi {`dqh~i p{pf v SDN |eik|eo` s~|`d~hk|y 63%* p{pfo in{h~-
npl sheia >(; shaiy ei ~yedikg s~iky h~i| v |eik|ky {sh{n s~|yk|yeoil
{o ah v|~h{qp hn~hqv v gieajp |if~ieok|eym V Shj{k` pa|oi {`dqh~i p{pf
s~|`d~hk|y 23% SDN o ail` |iq~paeo`eo` sheia 00% s~ikplkykg* kh h|eik|i*` ei{| d~il a|o`jo l`{|k|` |eik|ey ay{qie{ v sh|ohmo` ~h|vhlp {`dqh~i p{pf ha
vohakykg fh{shai~`d voiqhvykg Eo` mi vqsjovhko* ` shj{di fh{shai~di
na|o` shaii v do`~pedp |fhaeym | hnhvo|plkymo q~`eaimo ei vo`ko`
\ioeq`~`{hvieo` `-p{pfimo* |i~veh v~a p{pfhaivkv* lid o p{pfhnoh~-
kv* na|o` ~h{h
Do`~pedo a|oii v{so`~ilkykg ~h|vl {`dqh~i `-p{pf ei vo`ko` dhek`eq~pl
{o` vhd ei{qsplk`l s~hnj`miqydo
vo|plk`fh s~hnj`my hanoh~ky* nak`fh hashvo`a|o ei l`fh shq~|`ny
o hk|`dovieoi h~i| ah{qi~k|ilk`fh sh|yqyve`fh ahvoiak|`eoi | oeq`~idklo
| p{pf* k|`mp {py omsj`m`eqikli m`qha d~`iqyveykg v s~hk`{o` s~hl`d-
qhvieoi `-p{pfo< myj`eoi s~hl`dqhv`fh 'a`{ofe qgoedoef/ o s~hl`dqhvieoi
pdo`~pedhvie`fh ei pyqdhveodi 'p{`~ a~or`e a`{ofe/
3 93 >3 ;3 13 03 23 63 73
[|dhj`eoi
Ah~ia|qvh
Vi~{|qiqy
S~hb`{lheije` s~hl`dqhvieo`
Mhjovh vynh~p s~hl`dqieqi* dq~y sh{oiaishvoiak|he` dvijodikl` 'k`~qydiqy/
[qpaoi shaysjhmhv` aji k|hedv |`{shp 90%
>6%
;3%
1?%
01%
27%
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
12/436
99
V{so`~ieo` ~h|vhlp ehvykg dhms`q`eklo v s~|`a{onoh~{qvikg p{pfhvykg;
v sh{qiko d{|qik`eoi {s`klijo{qv v |id~`{o` |i~|a|ieoi v|h~eokqv`m p{pf\is`veo`eo` eo`hf~ieok|he`fh ah{qsp ah p{pf v vo`ko` kyb~hvym sh-1
s~|`| jomoeikl vydjpk|`eoi* d{|qik`eo` dhms`q`eklo dhe{pm`eqi -p{pfo
h~i| sh|eieo` l`fh shq~|`n
V diaym | shvy{|ykg hn{|i~v Shj{di |eilapl` {o ei shk|qdhvym `qiso`
~h|vhlp* a|odo k|`mp mi {|ie{ ei vydh~|y{qieo` ahvoiak|` ni~a|o`l |i-
ivie{hvieykg d~ilv* hs~ikhvieo` vi{e`l {sle l {q~iq`foo* m`qhaydo* ei~|-
a|o o d~yq`~ov hk`ey `b`dqyvehko o dhe{`dv`eqe okg ~`ijo|ikl
Sh|yqyve` ahvoiak|`eoi OVS | va~h`eoi ~`dhm`eaiklo | niai {qiep isjo-
diklo v|h~eokqvi s~|`my{hv`fh |j`kheykg s~|`| Moeo{q`~{qvh Fh{shai~do
v >336 ~hdp
Ahvoiak|`eoi Oe{qyqpqp V|h~eokqvi S~|`my{hv`fh v{di|pl* ` | shahneym
|livo{do`m mo`jomy ah k|yeo`eoi v s~|ysiadp v|h~eokqvi s~|`my{hv`fh
v mhm`eko` ~`ijo|iklo ~ish~qp Ieijo|i isjodiklo v|h~eokqvi s~|`my{hv`fh
v shj{dokg s~|`a{onoh~{qvikg v ~hdp >336 Vo`a|i o vys~ikhvie` v ^ish~-
ko` ~`dhm`eaikl` sh|vhjoy ei {qvh~|`eo` v d~qdom k|i{o` {y{q`mp v{si~koi
aji v|h~eokqvi s~|`my{hv`fh* moa|y oeeymo shs~|`| p~pkghmo`eo` ~hadveie{hvykg | P@ ei v{si~ko` oev`{qyklo v` v|h~eokqvh v ~imikg S~hf~imp
Hs`~ikyle`fh Oeehvikylei Fh{shai~di 'SHOF/ A|oiieo` 1>* vso{ieo` s~|`|
Moeo{q`~{qvh Eipdo o [|dhjeokqvi Vy{|`fh v|h~eokqvi ei jo{q |imivoieykg
do`~pedv {qpaov* npahv hb`~qy d{|qik`eohv`l v |id~`{o` |i~|a|ieoi v|h~-
eokqv`m v sh{qiko {qpaov shaysjhmhvykg 's~hvia|heykg s~|`| OVS v~i| |`
[|dh Fve Gieajhv [FG v Vi~{|ivo` h~i| s~|`| Vy{| [|dh Eipd
Gpmieo{qyk|eykg o A|o`eeodi~{qvi v Sh|eieop/ Ah h{ofeo eij`y qid`
{qvh~|`eo` sha~k|eodi* {|dhj` o vi~{|qiqv h~i| {|dhj` `-j`i~eoefhvykg
's~hl`dq oeayvoapijey djpk|hvy v ~imikg SHOF A|oiieo` 0> sq \is~hl`d-
qpl [vl \y{d \[\ ~`ijo|hviey s~|`| OVS/ h~i| hb`~qy ah~iak|`l |oeayvoap-
ijo|hvie`l 'OVS/* shv{qieo` {s`klijo|hvieykg shamohqv hqhk|`eoi no|e`{p
~`ijo|plkykg {q~iq`fo v{si~koi s~|`my{v d~`iqyveykg 'si~do eipdhvh-
-q`kgehjhfok|e`* es Shmh~{do Si~d Eipdhvh-Q`kgehjhfok|ey* oedpniqh~y
s~|`a{onoh~k|hko* es npahviey s~|`| Fai{d Bpeaikl S~|`a{onoh~k|hko
o vo`j` oeeykg/ V{dieodo `vijpiklo a|oii ~`ijo|hvieykg s~|`| OVS v{di-
|pl ei hf~hmey shq`ekli |ioeq`~`{hvieoi hn{|i~`m v|h~eokqvi s~hapdqv
s~|`| s~|`a{onoh~{qvi
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
13/436
9>
^`dhm`eaikl` aji s~|`a{onoh~kv o iamoeo{q~iklo
Ipqh~|y eoeo`l{|`fh ^ish~qp { |aieoi* ` |ikgha|o aij`dh oaki ieijhfoi
moa|y v|h~eokqv`m s~|`my{hvym v haeo`{o`eop ah s~hapdqv h~i| v|h~-
eokqv`m p{pf% Ajiq`fh ~`dhm`eapl s~|yfhqhvieo` {q~iq`foo o |isjiehvieo`
a|oii v{so`~ilkykg ~h|vl v|h~eokqvi `-p{pf* mo`a|y oeeymo shs~|`|
|i{qh{hvieo ~h|vo|i* dq~` {s~iva|oy {o v s~hf~imikg* dq~ykg k`j`m
nyh |vod{|`eo` `b`dqyvehko vydh~|y{qieoi v|h~eokqvi s~|`my{hv`fh
aji shaeh{|`eoi dhedp~`ekylehko s~|`a{onoh~{qv s~hapdkyleykg%
V {d~ko` ~`dhm`eaikl` ipqh~v ~ish~qp mhei {q~`ko v q~|y eilvieo`l{|`337 ~ 02% hnyviq`jo P@ ~`fpji~eo` dh-
~|y{qih | oeq`~e`qp* v sh~veieop | 1;% v >330 ~* i hn`keo` 60% | eokg dh~|y-
{qi | oeq`~e`qp kha|o`eeo` 's~|`a` v{|y{qdom v k`jikg no|e`{hvykg/ Ei{qsoi
hf~hmei |moiei v sh{qiko dhm`~klijo|iklo oeq`~e`qp* jpn lid eo`dq~|y qh hd~`ji-
l* kyb~y|iklo fh{shai~do Shj{ky s~|`a{onoh~ky mil voiahmh* ` l`{q qh {b`~i
fh{shai~do vi~pedplki l`l ~h|vl v s~|y{|hko N`| ~h|vhlp `-fh{shai~do* sh-
|yqyve` mha`j` o {q~iq`fo` ~h|vhlp eo` na mhfy ny |~`ijo|hvie`
Shj{di fh{shai~di ay{shepl hashvo`aeom disoqi`m oeq`j`dqpijeym* {sh`k|-
eym o fh{shai~k|ym pmhjovoilkym o {qympjplkym ~h|vl `-p{pf* ah dq~`-
fh eo`|nae` {330 | aeoi 9693>330 ~ p{qieivoilk`fh ~hado vydheivk|` ah
ay~`dqyvy 66(;77(@VF v {s~ivo` v{sje`fh {y{q`mp shaiqdp ha vi~qhko ah-
aie`l h~i| v |ik|eodp e~ 9 ah q`fh ^h|sh~|a|`eoi ahsp{|k|il eo`vo`jdo
pa|oi k|hvo`di v s~hk`{o` voiak|`eoi `-p{pfo joq `/ spedq avpei{qy o v |ik|eodp J ay~`dqyvy 66(;77(
@VF* eij` p{pfo voiak|he` |i shmhk oeq`~e`qp jpn {o`ko j`dq~heok|e`l*
dq~ykg voiak|`eo` l`{q |ipqhmiqy|hvie` o dq~` vymifil eo`vo`jdo`fhpa|oip k|hvo`di* i okg vydheieo` n`| vydh~|y{qieoi q`kgehjhfoo oebh~mi-
kyle`l l`{q eo`mhjov`
Ei{qsplk` p{pfo* v {|k|`fjehko l`jo voiak|he` { s~|`| oeq`~e`q jpn>
{o` `j`dq~heok|e* vkgha| v |id~`{ p{q 9? {qyk|-
eoi >33? ~ |mo`eoilkym ^h|sh~|a|`eo` v {s~ivo` pa|o`jieoi s~|`| SI^S sh-
mhky eie{hv`l ei v{so`~ieo` qvh~|`eoi o ~h|vhlp fh{shai~do `j`dq~heok|e`l
v ~imikg SHOF* >336>39;* `j`dq~heok|ei p{pfi qh p{pfi voiak|hei v {sh-
{n |ipqhmiqy|hviey s~|`| pyko` q`kgehjhfoo oebh~mikyleykg* |i shmhk
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
27/436
>2
{y{q`mv q`j`oebh~miqyk|eykg v spnjok|eykg {o`koikg q`j`dhmpeodikyleykg*
ei oeayvoapije` aieo` p{pfhnoh~ky* n`| l`aehk|`{e l hn`kehko {q~he v q`l{im`l jhdijo|iklo \ a`eoklo `-p{pfo vyk|he` { qido` p{pfo* lid
ah{qivy ei{qsplkykg qhvi~v o voiak|`eo` ei{qsplkykg p{pf
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
28/436
>6
@-p{pfi l`{q {o`ko oeq`~idklo |ikgha|kykg v s~|`{q~|`eo kyb~hv`l moa|y
avo`mi {q~heimo p{pfhaivk o p{pfhnoh~k dq~ykg k`j`m l`{q |i{sh-dhl`eo` shq~|`n hnyavp {q~he
A`eokli qi mi kgi~idq`~ eilni~a|o`l peov`~{ijey o eilj`so`l ha|vo`~ko`aji
v{sk|`{e` vi~pedo bpedklhehvieoi o ~h|vhlp v|h~eokqvi `-p{pf
{o`ko oeq`~idklo mo`a|y {q~heimo4
haeh{o {o ah dhe{pm`eqi o l`fh shq~|`n lidh k`jp `-p{pfo* i qid` |ivo`~i;
`j`m`eq ahvoiak|`eoi djo`eqi 'p{`~ `ws`~o`ek`/4
eo` dvieqydpl` pa|oip iae`l |` {q~he1
9%>% ^hji `-p{pf v fh{shai~k`
^hji {`dqh~i p{pf 'v qym `-p{pf/ v` v{sk|`{eykg fh{shai~dikg l`{q djpk|h-
vi O{qeo`l` ni~a|h {ojei ahaiqeoi dh~`jikli moa|y v{dieodimo mid~h`dheh-
mok|eymo `b`dqyvehko fh{shai~do 'es SDN/ i pa|oi`m v eom {`dqh~i p{pf'siq~|< Qin`ji 9/
Qin`ji 9%
Pa|oi sh{|k|`fjeykg {`dqh~v fh{shai~do v s~hapdko` d~ilhvym n~pqqh v vyn~ieykg d~ilikgv ~hdp >33?
D~ilSDN
'mje P[A/^hjeokqvh S~|`my{ P{pfo
voiq 06 ?;6 123 2% ;3*2% 2;*1%
Peoi @p~hs`l{di 92 116 >0? 9*?% >0*>% 6>*7%
[qiey \l`aehk|he` 91 >02 >60 9*>% >9*?% 62*?%
Lisheoi 0 327 30? 9*2% >9*?% 62*0%
Kgoey 1 ?37 ?7> 93*2% 12*7% 1>*2%
Eo`mky ; ;0> 61> 3*?% >2*7% 6>*;%
B~iekli > 260 ?09 9*7% 9?*;% 67*?%
Vo`jdi N~yqieoi > 97; 236 9*>% >;*7% 60%
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
29/436
>7
D~ilSDN
'mje P[A/^hjeokqvh S~|`my{ P{pfo
Vhkgy > 997 >21 9*7% >0% 6;*9%
N~i|yjoi 9 061 3;? 2*9% >0*1% 27*0%
Go{|sieoi 9 121 313 ;*;% >2*7% 63%
Dieiai 9 ;;2 1>6 >*;% >2*1% 69*;%
Oeao` 9 >;0 ?60 96% >7*>% 01*?%
^h{li 9 >>? >>6 1*6% ;1*7% 23*0%
Ip{q~ijoi ??6 >39 1*9% >2% 63%
M`d{yd 761 ?3; 1*;% ;>*?% 2>*7%
Dh~`i Shpaeohvi 7;> 09> ;% ;?*1% 06*2%
Shj{di 1;3 9?6 1*2% >7*9% 26*;%
~ah< KOI Vh~ja Bikqnhhd* >33?
[`dqh~ p{pf l`{q k|yeeodo`m v|~h{qp `dhehmok|e`fh o lidhko ykoi {sh`-
k|`{qv* i l`fh ~h|vl s~|yk|yeoi {o ah shaeh{|`eoi {qieai~ap ykoi o n`|so`-k|`{qvi {hklije`fh mo`{|dikv L`{q he qid` eilayeimok|eo`l ~h|volilkym
{o {`dqh~`m* i lifh |eik|`eo` v fh{shai~k` {y{q`miqyk|eo` ~heo` [|k|`fjeo`
{|yndh ~h|voli {o {`dqh~ `-p{pf* {qympjhviey s~|`| ~h|vl q`kgehjhfoo OKQ
V d~ilikg h eilvy`l ~h|voeoq`l fh{shai~k` ~yedhv`l pa|oi {`dqh~i p{pf
v SDN |eik|eo` s~|`d~hk|y 63%* p{pfo in{h~npl sheia >(; shaiy ei ~ye-
dikg s~iky h~i| v |eik|ky {sh{n s~|yk|yeoil {o ah v|~h{qp hn~hqv v gie-
ajp |if~ieok|eym V Shj{k` pa|oi {`dqh~i p{pf s~|`d~hk|y 23% SDN o ail`
|iq~paeo`eo` sheia 00% s~ikplkykg* kh h|eik|i* ` ei{| d~il a|o`jo l`{|k|`
|eik|ey ay{qie{ v sh|ohmo` ~h|vhlp {`dqh~i p{pf ha vohakykg fh{shai~`d
voiqhvykg
9%;% V{si~ko` ~h|vhlp `-p{pf
\` v|fjap ei |eik|ey shq`ekli* v{si~ko` ~h|vhlp `-p{pf |eiji|h {vhl` ha-
|vo`~ko`aj`eo` v ijhdiklo ~hadv so`eoeykg spnjok|eykg d~ilhvykg h~i| sh-
kgha|kykg | P@ V jiqikg >336>39; s~|y|eieh Shj{k` 70*2 mja p~h v ~imikg
~`ijo|iklo s~hf~imv hs`~ikyleykg L`aeym | qidokg s~hf~imv l`{q SHOF* ei
dq~y s~|`|eik|heh ?*6 mja `p~h Ei ahqikl` aji `-p{pf h|eik|heykg lidh
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
30/436
>?
A|oiieo` 79< V{so`~ieo` a|oiijehko fh{shai~k|`l v a|o`a|oeo` fh{shai~do
`j`dq~heok|e`l* v kiym hd~`{o` >336>39; |isjiehvieh ;?3 mje p~h@b`dq`m |i{qh{hvie l a`eoklo -p{pfo lidh s~|`amohqp v{si~koi eie{hv`fh
v ~imikg SHOF A|oiieo` 79* l`{q qh* ` ~hado so`eoe` |h{qiy s~|`|eik|h-
e` v s~|`viilk`l k|ko ei hs~ikhvieo` eije`fh hs~hf~imhvieoi hn{p-
fplk`fh p{pf* i eo` ei s~ivoahvh s~|`s~hvia|hey s~hk`{ s~hl`dqhvieoi
o va~iieo` dhmsj`d{hv`l* {y{q`mhv`l p{pfo* hsi~q`l ei ehvhk|`{e`l m`qhay-
k` P sha{qiv vymhfp s`e`l ipqhmiqydo `-p{pfo o vydjpk|`eoi pa|oip k|h-
vo`di j`iy s~ivahshahneo` hsqymo{qyk|e` s~hfeh|y |vo|ie` | ~h|vhl`m
{o`ko {`mieqyk|eykg* kh |aieo`m ipqh~v eoeo`l{|`fh ^ish~qp v vi~pedikg
shj{dokg l`{q hni~k|he` apym ~y|ydo`mEo` n`| |eik|`eoi { qid` qhvi~|y{|k` p~`fpjhvieoi s~ive`* es `-j`i~eoef
mfny p|y{di v{si~ko` eie{hv` | SHOF 79* ei sh|ohmo` d{|qik`eoi |ivh-
ahv`fh* ah{dheijk`fh* ij` lp eo` ei sh|ohmo` shaysjhmhvym1
Eo` mi vqsjovhko* ` shj{di fh{shai~di na|o` shaii v do`~pedp |fha-
eym | hnhvo|plkymo q~`eaimo ei vo`ko` \ioeq`~`{hvieo` `-p{pfimo* |i-
~veh v~a p{pfhaivkv* lid o p{pfhnoh~kv* na|o` ~h{h @d{s`~ko qvh~|
jok|e` |`{qivo`eoi o s~hfeh|y ~h|vhlp sh{|k|`fjeykg n~ie* qysv `-p{pf*
{kg`miqv bpedklheijeykg k|y q`kgehjhfoo* ei lidokg na hsi~q`0 K`j`m eo-
eo`l{|`fh ish~qp l`{q s~|`a` v{|y{qdom {bh~mphvieo` veoh{dv ahqyk|kykg{qiep o s`~{s`dqyv m`kgieo|mv j`kykg p sha{qiv `b`dqyve`fh ~h|vhlp
`-p{pf `dh{y{q`mp vhd v|h~eokqvi `-p{pf* iefiplk`fh s~|`a{onoh~-
{qvi o s~hl`dqieqv p{pf
Djpk|hvym `j`m`eq`m q`fh `dh{y{q`mp l`{q {y{q`m d{|qik`eoi dia~ v |id~`{o`
V Shj{k` eo` mi {sle`fh {y{q`mp d{|qik`eoi s~hl`dqieqv -p{pf D{|qikhe`
{ sh{|k|`fje` {s`klijo|ikl` vkgha|k` v {dia s~hk`{p s~hl`dqhvieoi p{pfo
1/ ^h|sh~|a|`eo` Moeo{q~i Eipdo o [|dhjeokqvi Vy{|`fh | aeoi >0 v~|`eoi >336 ~ v {s~ivo` vi~pedv* lido`
mp{| ny {s`eohe`* iny |ilkoi ayaidqyk|e` ei {qpaoikg mhfy ny s~hvia|he` | vydh~|y{qieo`m m`qha o q`kgeod
d{|qik`eoi ei haj`fh 'A| P >336 ~* E~ 977* sh| 9;16* |` |m/4
P{qivi | aeoi >6 joski >330 ~ S~ivh h {|dhjeokqvo` vy{|ym 'A| P >330 ~* E~ 921* sh| 9;20* |` |m/4
^h|sh~|a|`eo` Moeo{q~i Eipdo o [|dhjeokqvi Vy{|`fh | aeoi ? mili >337 ~ |mo`eoilk` ~h|sh~|a|`eo` v {s~ivo`
vi~pedv* lido` mp{| ny {s`eohe`* iny |ilkoi ayaidqyk|e` ei {qpaoikg mhfy ny s~hvia|he` | vydh~|y{qi-
eo`m m`qha o q`kgeod d{|qi k`eoi ei haj`fh 'A| P >337 ~* E~ ?3* sh| 009/
0/ N Mi|p~`d-Dpkgi~{di* L Dpko{do* ^ Bjo{* [sha|o`vie` q~`eay {`dqh~i `-p{pf% Niaieo` |ishq~|`nhvieoi ei
a|oiieoi v{so`~ilk` ~h|vl p{pf voiak|heykg `j`dq~heok|eo` '`-p{pf/ s~|`| s~|`a{onoh~{qvi mod~h o mi`* Vi~-
{|ivi >33?
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
31/436
;3
|fhaeo` | |ih`eoimo v|h~eokqvi p{pf 'siq~|< Qin`ji >/ Ei ~eykg qysikg
pk|`jeo dia|ohey l`{q eiko{d ei ~e` i{s`dqy s~hk`{p* v |vo|dp | qym in{hj-v`eko iae`fh | do`~pedv eo` sh{oiail s`eo dhms`q`eklo eo`|naeykg ah
s~hl`dqhvieoi o ~h|pmo`eoi {|`~hdo`fh {s`dq~pm pvi~pedhvi s~hl`dqhvykg
'ha `dhehmok|eykg sh q`kgehjhfok|e`/ In{hjv`eko eo` { d{|qik`eo |fhaeo`
| |ishq~|`nhvieo`m ~yedp s~iky o ehvhk|`{e l fh{shai~do
Qin`ji >%
\id~`{ d{|qik`eoi sh{|k|`fjeykg `qisv ~h|vhlp ehv`fh s~hapdqp v|h~eok|`fh '`-p{pfo/ ei~eykg qysikg pk|`jeo vy{|ykg
\id~`{ d{|qik`eoi Qys do`~pedp Qys pk|`jeoPk|`jeoi i~qy-{qyk|ei
Pk|`jeoi q`kg-eok|ei
Pk|`jeoi `dh-ehmok|ei
Oe{ofgq v|h~eok|y* dhe{pm`ekdo mi~d`qoef*|i~|a|ieo`
$ $
S~hl`dqhvieo` oeq`~b`l{v* dhmpeo-diklo o oa`eqydiklo vo|pije`l
oebh~miqydi $ $
[|qpdo vo|pije` f~idi pyqdhvi v|h~eokqvh $
Qvh~|`eo` hs~hf~imhvieoi oebh~miqydi $
\i~|a|ieo` ~h|vhl`m ehv`fhs~hapdqp '`-p{pfo/
|i~|a|ieo` $
~ah< hs~ikhvieo` vi{e`
O{qeo`lki v qym |id~`{o` hb`~qi shaysjhmhvi* {do`~hviei moe ah m`e`a`~v
s~hapdqp* h{n qvh~|kykg {q~iq`fo s~hapdqp* {s`klijo{qv a{ mi~d`qoefp* h{n
hashvo`a|oijeykg |i sjiehvieo` o npahv no|e`{ sjiev o sjiev mi~d`qoefh-
vykg es Shaysjhmhv` [qpaoi \i~|a|ieo` S~hapdqimo o P{pfimo v [|dhj`
Fve`l Gieajhv`l '[FG/2 eo`{q`qy qid` eo` hn`lmpl` s`e`fh {s`dq~pm |i-
fiaeo` vkgha|kykg v |id~`{ v|h~eokqvi `-p{pf* es eo` |ivo`~i v s~hf~i-
mo` {qpaov m`qhaydo ~h|vhlp p{pfo lidh s~hapdqp |is~hl`dqhvie`fh
\ifiaeo`eo` qvh~|`eoi dhms`q`eklo v~a shamohqv |iiefihvieykg v s~hk`{
s~hl`dqhvieoi `-p{pf 's~|`a{onoh~kv* a`kya`eqv* s~hl`dqieqv* |i~|a|il-
kykg* npaplkykg {q~iq`fo` oqs/ mi djpk|hv` |eik|`eo` aji shvha|`eoi* h{ofeo-
koi |imo`~|he`l lidhko o mo`~|ijeykg v{dieodv {pdk`{p va~iie`l `-p{pfo
L`aeh{qdo eipdhv`* pk|`jeo` vy{|`* k`eq~i niaivk|h-~h|vhlhv` s~hvia|k` ni-
aieoi ahqyk|k` `dhehmodo `-p{pf* s~hl`dqhvieoi `-p{pf* m`qhaydo |i~|a|ieoi
h~i| |i{qh{hvi ehvykg q`kgehjhfoo eo` vys~ikhviy ahqykgk|i{ `b`dqyve`fh
2/ [|dhi Fvei Gieajhvi* >393
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
32/436
;9
mha`jp ah~iak|`fh aji s~|`a{onoh~kv* dq~y ny v{so`~i ~`ijo|ikl s~hk`{p ~h|-
vhlp o va~iieoi `-p{pf v`veq~| ~m S~|ydia`m ah eijiahvieoi shs~|`|ieijhfo mhfy ny ny a|oiieoi OVS v haeo`{o`eop ah v|h~eokqvi s~hapdqp
9%1% S`~{s`dqyvy o do`~pedo ~h|vhlp hb`~qy `-p{pf o l`l vydh~|y{qieois~|`| dhe{pm`eqv
^iymhea Qp~e`~ '^iymhea Qp~e`~ I{{hkoiq`{/ v {vhom vy{qso`eop ei dheb`-
~`eklo Q~ie{bh~moef A`{ofe |h~fieo|hvie`l s~|`| A`{ofe Mieif`m`eq Oe{qoqp-
q` 'AMO/ v aeoikg 6-7 v~|`eoi >393 ~hdp v Jheayeo` s~|`a{qivo dhek`skl
{ye`~fo{qyk|eykg shvo|i moa|y pk|`{qeodimo s~hk`{p ~h|vhlp s~hl`dqvv|h~eok|ykg moa|y a`kya`eqimo v ~mikg* hashvo`a|oijeymo |i d~`hvi-
eo` {q~iq`foo ~h|vhlp v hsi~kop h v|h~eokqvh* |ioeq`~`{hvieymo v |i{y{ieop
v|h~eokqvi ah {vhokg s~|`a{onoh~{qv 'ief a`{ofe spjj`~{/ i s~|`a{qivoko`jimo
s~|`my{v d~`iqyveykg* s~hl`dqieqimo* {qpaoimo s~hl`dqhvymo* ah~iakimo
v hn{|i~|` v|h~eokqvi* d~`plkymo |ioeq`~`{hvieo` isjodikl v|h~eokqvi lidh
ei~|a|o`m v|~h{qp fh{shai~k|`fh 'ief a`{ofe sp{g`~{/ mid{ymijo|plkym
vi~qhko s~hl`dqhvie`fh s~hapdqp jpn p{pfo6
\i 093 jiq ei ~ye`d s~iky vd~hk|y shdhj`eo` eo`|eilk` voiqi n`| oeq`~e`-
qp shlivo {o ehvy `-dhe{pm`eq* ij` o ehvy `-s~ikhveod @p~hs`l{do` niai-eo` s~|`s~hvia|he` s~|`| Ao{e`yi ei s~no` ;3>3 a|o`ko o mha|o`y v vo`dp
791 jiq | 2 d~ilv< Shj{do* B~ieklo* Vo`jdo`l N~yqieoo* Go{|sieoo o Vhkg |v~iki
pvif* ` Shdhj eo` WA kyb~hvh voiahm` a|o`ko ~ha|okv | Shdhj`eoi W* dq-
~` p~ha|oy {o moa|y 9??0 i >339 ~hdo`m eo` shq~i vyhn~i|o {hno` voiqi
n`| oeq`~e`qp k|y v{|`kghn`ke`l kyb~y|iklo I ?0% `p~hs`l{dokg ei{qhjiqdv
pvii* ` oeq`~e`q h~i| {`~vo{y {sh`k|ehkohv` { aji eokg vie`* i s~ivo`
shhvi qvo`~a|o* ` eo` vyhn~ii {hno` ykoi n`| qykg sha{qivhvykg ei~|a|o7
L`{q qh vo`jdo` vy|vieo` aji a`kya`eqv v hn{|i~|` {y{q`mp `apdiklo a|o`ko
o mha|o`y Qh shdhj`eo` d{|qiko {o v {|dhikg sha{qivhvykg o fomei|likg*dq~ykg s~hf~im eipk|ieoi eiaij eo` |ipvii o{qeo`eoi s~|`{q~|`eo kyb~hv`l
lidh ei~|a|oi `apdiklo* i l`ayeo` lidh |if~h`eo` Shj{di {|dhi eo` d{|qiko
voiahm`fh pk|`{qeodi s~|`{q~|`eo kyb~hv`l* dq~`fh hk|`dpl` shj{di fh{sh-
ai~di lidh dhe{pm`eqi* s~hl`dqieqi o s~hapk`eqi `-p{pf
6/ ^ Qp~e`~* Q~ie{bh~miqoheij {ye`~fy< ijofeoef a`{ofe sp{g`~{ iea spjj`~{ Q~ie{bh~moef A`{ofe* A`{ofe Mieif`-
m`eq 91* Jheaye >393
7/ Qg` Vijq Ao{e`y Khmsiey @M@I* >393
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
33/436
;>
Eo` qyjdh v Shj{k`* ij` o v ki`l @p~hso` hn`keo` eiaij apym s~hnj`m`m l`{q
vydjpk|`eo` kyb~hv`* |vie` oeik|`l sha|oi`m kyb~hvym* ief aofoqij aoroa`/[hklhjhfhvo` hd~`jil qym q`~moe`m {y{q`miqyk|e` ~eok` v ah{qso` o dh-
~|y{qieop | dhmspq`~v h~i| oeq`~e`qp shmoa|y h{hnimo h ~e`l sko* vo`dp*
{qiqp{o` {sh`k|eh-`dhehmok|eym 'ql vyd{|qik`eop* ahkghaikg* |ivha|o`/ jpn
mo`{|dilkymo v ~eykg ~`foheikg
V >33? ~hdp 02*6% fh{shai~{qv ahmhvykg moih ah{qs ah oeq`~e`qp o dh~|y-
{qih | eo`fh 'FP[/ O{qhqe` l`{q eo` qyjdh dh~|y{qieo` | aie`fh m`aopm kyb~hv`-
fh* ij` qid` {sh{n o k`j dh~|y{qieoi V Shj{k` |i~veh `-p{pfo spnjok|e` '`-
iamoeo{q~ikli/* lid o dhe{pmskyle` '`-khmm`~k / k`kgpl` |i~veh eo{do sh|ohm
vydh~|y{qieoi* lid o v{dieod vydjpk|`eoi |` v|fjap ei vo`d pyqdhveodvQyjdh 00*6% h{n v vo`dp 92-61 dh~|y{qih | oeq`~e`qp v dheqidqikg | iamo-
eo{q~ikl spnjok|e s~|y k|ym ?;*9% h{n v vo`dp 92->1* i qyjdh 6*0% h{n
v vo`dp 20-61 jiqi
^y{pe`d 1%
Ha{`q`d h{n v vo`dp 92-61 jiqi* dq~` eo` dh~|y{qiy | dhmspq`~i o oeq`~e`qp v >6 d~ilikg Peoo@p~hs`l{do`l v >337 ~hdp
~ah< @p~h{qiq* >393
3 93 >3 ;3 13 03 23 63 73
Eofay eo` pyviy oeq`~e`qp Eofay eo` pyviy dhmspq`~i
V vo`dp 20-61 jiq
V vo`dp 00-21 jiq
V vo`dp ;0-01 jiq
V vo`dp >0-;1 jiq
V vo`dp 92->1 jiqi
N`|~hnhqeo
H{hny | ~`lhev ~|iadh |ijpaeoheykg'ah 033 mo`{|dikv(dm>/
H{hny | ~`lhev f{qh |ijpaeoheykg'ha 033 mo`{|dikv(dm>/
H{hny | vy{|ym vyd{|qik`eo`m
H{hny | vyd{|qik`eo`m sha{qivhvymjpn n`| vyd{|qik`eoi
H{hny ylk` v fh{shai~{qvikg ahmhvykg| s~|ykgha`m ei sh|ohmo` k|vi~q`fh dvi~qyji
H{hny ylk` v fh{shai~{qvikg ahmhvykg| s~|ykgha`m ei sh|ohmo` so`~v{|`fh dvi~qyji
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
34/436
;;
V Shj{k` eiaij eo`vo`jdo ha{`q`d oeq`~eipqv vydh~|y{qpl` {o` ah |idpsv
jpn(o dh~|y{qieoi | p{pf he-joe` k|ei vi~qh |imvoheykg qhvi~v o p{pfv kiym ~hdp >33? vyeoh{i njo{dh ?*0 mje |* ij` ei 9 h{hn s~|ysiah |ij`a-
vo` ;>2 |
\v~iki pvif qid` mii ayeimodi v|~h{qp q`fh ha{`qdi* {|k|`fjeo` v jiqikg
>332->337 ei qj` oeeykg d~ilv 'siq~|< Qin`ji ;/
Qin`ji ;%
Ha{`q`d pyqdhveodv oeq`~e`qp |imivoilkykg |i sh~`aeokqv`m {o`ko s~hapdqy o p{pfo v vyn~i-eykg d~ilikg Peoo @p~hs`l{do`l
D~il >331 >330 >332 >336 >337 >33?
@P '>6 d~ilv/ >3 >1 >2 ;3 ;> ;6
Eh~v`foi 19 00 29 2; 2; 63
Vo`jdi N~yqieoi ;6 11 10 0; 06 22
Aieoi 1> 17 00 02 0? 21
[|v`kli 1; 03 00 0; 0; 2;
Ghjieaoi >1 1; 17 00 02 2;
Jpd{`mnp~f 13 ;? 11 16 1? 07
Eo`mky ;6 1> 1? 0> 0; 02
Boejieaoi ;; ;7 11 17 09 01
B~iekli na na >> ;0 13 10
O{jieaoi ;6 11 03 03 16 11
Ip{q~oi 9? >0 ;> ;2 ;6 19
O~jieaoi 91 9? >7 ;; na ;6
N`jfoi na 92 9? >9 >9 ;2
[hvikli 93 ? 99 92 >; >7
[hv`eoi 7 na 9; 92 97 >1
K|`kgy 0 0 9; 96 >; >1
Go{|sieoi 7 9> 90 97 >3 >;
Shj{di 0 6 9> 92 97 >;
hqvi ; 0 7 99 92 9?
@{qheoi 2 6 6 ? 93 96
Vf~y 1 7 6 99 91 92
Kys~ 1 0 6 93 ? 92
Sh~qpfijoi 0 2 6 ? 93 9;
Vhkgy na 2 ? 93 99 9>
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
35/436
;1
D~il >331 >330 >332 >336 >337 >33?
F~`kli 9 > 0 7 ? 93
Kgh~vikli na na na 6 6 93
Joqvi 9 > 1 2 2 7
Npfi~oi 9 na > ; ; 0
^pmpeoi 3 na 9 ; 1 >
~ah< @p~h{qiq* >33?
Aji do`~pedp ~h|vhlp v|h~eokqvi `-p{pf v{dieodo voiak|k` h |nyq miym
o |ayv`~{ydhvieym {sh`k|eo` dh~|y{qieop | kyb~hvykg ei~|a|o ah{qsp ah
p{pf h|eik|il s~|`a` v{|y{qdom shh`eo` eiko{dp ei s~hl`dqhvieo` peov`~-{ije` Vikovo` |is~hl`dqhviei p{pfi* s~|y pv|fjaeo`eop l`l k`jp* dheq`d-
{qp* pyqdhveodi(dhe{pm`eqi* `~fhehmoo* pyqdhvhko* k|yeeodv `mhklheij-
eykg* sh|yqyve`fh ahvoiak|`eoi o `b`dqyvehko mh` {qi {o k|yeeodo`m
eov`jplkym sha|oiy
Qin`ji 1%
Qysy ~`jiklo moa|y shamohqimo v `-p{pfikg
Qys ~`jiklo Hso{ S~|ydiaN>K Np{oe`{{
qh khe{p-m`~
Qysy `j`dq~heok|e`fh no|e`{p ei si{|-k|yeo` dheqidqv | oeayvoapijeymdjo`eq`m* k|yjo piqvo`eo` shq`eklije`mpeinyvky ahdheieoi q~ie{idklo shs~|`|{o`* p{s~iveo`eo` dhmpeodiklo moa|y{q~heimo h~i| |eik|e` ps~h{|k|`eo`|i~|a|ieoi hn{pf djo`eqi V mha`jpqym {q~he oeoklplk dheqidq l`{q s~|`a-{onoh~{qvh V s~|ysiadp* fay l`{q eodjo`eq* mi mo`l{k` ~`jikli K>N
MJM 'Mpjqoj`r`j Mi~d`qoef* k|yjo vo`jh-sh|ohmhv` {y{q`my {s~|`aiy/< ipdkl` oeq`~e`qhv`* oeq`~e`qhv` dhmo{y* {dj`sy `j`dq~heok|e`* a`qijok|e {s~|`ai p{pf 'es ~`|`~-
vikli noj`qv* ghq`jo/
N>N Np{oe`{{qh np{o-
e`{{
^`jikl` N>N ahqyk| dheqidqv moa|y~mimo* es p{s~iveo`eo` s~hk`{v
vy{qsplkykg shak|i{ dheqidqv| ah{qivkimo jpn hanoh~kimo* milk`ei k`jp ~`ije` hneo`eo` dh{|qv o ~`ij-e` |vod{|`eo` |y{dp
Ipqhmiqyk|e` vy{|pdovieo` o iei-jo|hvieo` {`~vo{v oebh~mikyleykg*
ipqhmiqyk|e` niaieo` shq~|`n* ip-qhmiqyk|e` vy{|pdovieo` eilj`s{|ykgah{qivkv o ahdheyvieo` q~ie{idklo
N>F Np{oe`{{qh fh-
r`~em`eq
^`jikl` N>F h|eik|il dhmpeodiklo oeq`~idkl s~|`a{onoh~{qv | iamoeo-{q~ikl* |ikgha|k | oeokliqyvy voiqino|e`{p
[`~vo{y | hb`~qimo s~|`qi~fv aji oe{qy-qpklo spnjok|eykg* `-a`dji~ikl` shaiq-dhv` aji ~m* dieiy dhmpeodiklo ~m| h~fieo|iklimo ~|ahvymo* es `j`dq~h-eok|e` {d~|yedo shaivk|`* SPIS oqs
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
36/436
;0
Qys ~`jiklo Hso{ S~|ydia
F>N Fhr`~e-m`eq qhnp{oe`{{
Dhmpeodikli moa|y iamoeo{q~ikl sp-njok|e o {imh~|ahv i ~mimo
[`~vo{y | hb`~qimo s~|`qi~fv aji oe-{qyqpklo spnjok|eykg* fa|o` ~my mhf|fi{|i {vhl` hb`~qy* `-a`dji~ikl`shaiqdhv` aji ~m* dieiy dhmpeo-diklo h~fieo|iklo ~|ahvykg | ~mimo's~|`a{onoh~{qvimo/* es `j`dq~heok|-e` {d~|yedo shaivk|`* `SPIS oqs
F>K Fhr`~e-m`eq qhkhe{pm`~'koqo|`e/
^`jikli F>K haeh{o {o ah dhmpeodiklomoa|y iamoeo{q~ikl spnjok|e* {imh-~|ahv i dhe{pm`eq`m o mo`{|dik`m
Shaso{ j`dq~heok|ey
F>F Fhr`~e-m`eq qh
fhr`~e-m`q
^`jikli F>F moa|y shamohqimo sp-njok|eymo* milki |i |iaieo` piqvo`-
eo` hno`fp ahdpm`eqv* hsoeohvieo`*s~|`s~hvia|ieo` a`niq spnjok|eykgei sh|ohmo` oe{qyqpklo oqs Shspji~e`v Peoo @p~hs`l{do`l
[kg`ef`e Oebh~miqohe [y{q`m
K>N Khe{pm`~qh np{o-e`{{
Diei K>N mhei vydh~|y{qi ah k|`~-sieoi qv~k|ykg dhek`sklo | |`veq~|*hso`~ilk {o ei oebh~miklo |v~hqe`l hadjo`eqi Diei q`e mi {|k|`fje` |ei-k|`eo`* sheo`vi vok`l ehviqh~{dokgshmy{v shkgha|o ha djo`eqv* eo| {im`l ~my
Ipdkl` hav~hqe`* v dq~ykg djo`eqhd~`ji s~hapdq o k`e lid fhqv l`{q|i eo`fh |isiko Ei q`l sha{qivo`sh{|pdoviey l`{q ah{qivki
K>F Khe{pm`~'koqo|`e/
qh fh-r`~em`eq
Oeokliqyvi mo`{|dikv jpn dhe{pm`e-qv {do`~hviei ah shamohqv spnjok|-eykg
@j`dq~heok|e` s`qykl`
K>K Khe{pm`~qh khe{p-m`~
Shlko` K>K haeh{o {o ah ~`jiklo sh-moa|y dhe{pm`eqimo Mhf he` nyvydh~|y{qyvie` | shyqdo`m aji s~|`a-{onoh~{qvi a|odo es v{pkgovieop {ov hsoeo` {sh`k|ehko vo~qpijeykg vy-shvoiaieykg ei k|iqikg o bh~ikg ay{dp-{yleykg Mhei ~veo` |npahvi a|o-do eom no|e`{ es sh~`aeok|k v |ivo`-~ieop q~ie{idklo moa|y oeq`~eipqimo
Sh~qij` {sh`k|ehkohv`
~ah< hs~ikhvieo` vi{e`
V~a qysv ~`jiklo moa|y p{pfhaivk i djo`eq`m `-p{pf eilshv{|`kgeo`l-
{|ym* eilj`so l sh|eieym o eilk|ko`l ieijo|hvieym sha v|fja`m shq`eklip
dhedp~`ekyle`fh ei ~yedp l`{q ~`jikli qysp N>K 'siq~|< Qin`ji 1/
\aieo`m Ipqh~v eoeo`l{|`fh ^ish~qp |eik|k` s`~{s`dqyvy ~h|vhlp mil
qid` p{pfo N>N {|k|`fjeo` vymoiei gieajhvi '`-khmm`~k /* p{pfo eie-
{hv` 'd{ofhvh* ah~ia|qvh shaiqdhv`/* s~ive`* niaivk|` 'niaieoi dhe{p-
m`ekdo`* niaieoi ~yedp o n$~/ h~i| mi~d`qoefhv` '~`djimi* spnjok ~`jiqohe*
~e`fh qysp mheoqh~oefo m`aov o oe/ Q`kgehjhfoi oeq`~e`qhvi N>N l`{q {|k|`-
fjeo` iq~idkylei aji miykg o ~`aeokg s~|`a{onoh~{qv* dq~` ahqykgk|i{ eo`
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
37/436
;2
nyy v {qieo` eie{hvi dh{|qhveykg oev`{qyklo v oeb~i{q~pdqp~ {o`kohv vy-
mifie ah s~|`s~hvia|ieoi q~ie{idklo |i shmhk q`kgehjhfoo @AO?
Ahl~|ih{`dqh~i oeq`~e`qhv`fh N>N v Shj{k` l`{q l`{|k|` ei eo{dom sh|ohmo`* eo` l`{q
qh l`aeid hnliv eo{do`fh shq`eklip ~h|vhlp q`fh {`dqh~i* ij` bidqp* ` shj{ky
s~|`a{onoh~ky {qhl ahso`~h s~|`a shk|qdo`m ~`vhjpklo N>N v {o`ko
Eilmeo`l ~h|shv{|`kgeoheym {`dqh~`m l`{q {`dqh~ dhe{pm`eq-no|e`{* k|yjo
K>N K| ~m ieijoqyk|eykg* |ilmplkykg {o gieaj`m oeq`~e`qhvym* eo`
vy~eoi K>N lidh ha~ne`fh {`dqh~i v ~h|pmo`eop qidom* v lidom ay{dpqpl`
{o h N>N* N>K h~i| K>K* q~idqplk fh l`ayeo` lidh hamoie {`dqh~i N>K A|oi-
ijeh qi shj`fi ei qym* o oeokliqyvi q~ie{idklo shkgha|o ha dhe{pm`eqi o do`-
~hviei l`{q ah s~|`a{onoh~{qvi V vo`qj` v{sk|`{eykg q~`eav eiailkykgdhe{pm`eqhvo shamohqhvh v ~`jiklo no|e`{hv`l q`e {`dqh~ mi apy shq`e-
kli ~h|vhlp V~i| | ~h|vhl`m q`kgehjhfoo* ah{qsehko ah {o`ko o l`l |i{hnv
| ~eykg mo`l{k o eo`|ij`eo` ha k|i{p shv{qie ehv` mha j` bpedklhehvieoi
no|e`{p v s~|`{q~|`eo kyb~hv`l @d{s`~ko vyshvoiail {o qid` sh|yqyveo`
h s`~{s`dqyvo` ~h|vhlp eo{|hvykg `-p{pf v Shj{k`93
L`ae |` |eik|kykg |moie* lido` |i{|y v h{qiqeokg jiqikg* l`{q shlivo`eo` {o
ehvykg qysv oeq`~idklo moa|y pyqdhveodimo {o`ko* hd~`jie`l lidh V`n >3
[`~vo{y V`n >3 pmhveo` ei|yvi {o ayeimok|eymo aji ha~eo`eoi ha
{qiqyk|eykg {`~vo{v q~iaykyleykg* dq~` eo` pmhjovoil oeq`~idklo Oeq`~id-kli s~|`livoi {o moe v mhjovhko npahvieoi {o`ko dheqidqv* |is~i{|ieoi
|eilhmykg* vy{yieoi s~yviqeykg voiahmhko moa|y pyqdhveodimo* i qid`
v {s~iveo`l{|ym s~|`syvo` oebh~miklo* dq~y ah eo`aivei hanyvi {o eilk|-
ko`l n`|sh~`aeoh |i shmhk bh~v o f~ps ay{dp{yleykg* i hn`keo` s~|`eh{o {o
ah sh~qijo {sh`k|ehkohvykg 'Bik`nhhd* Qvoqq`~* edsj* Fhja`ejoe`* oqs/
Hashvo`a|o ei V`n >3 |` {q~hey s~|`a{onoh~kv nyh v`lko` | hb`~q* sh|y-
klhehvieo`m mi~do h~i| s~hsh|ykl oeq`~idklo* npahvieoi {sh`k|ehko jhlijeh-
kohvykg vhn`k mi~`d ah m`aov {sh`k|ehkohvykg
V`n >3 |ail` {o ny eiqp~ijeym ~hahvo{do`m bpedklhehvieoi ehv`l f`-e`~iklo `-p{pf* kgh eo`dq~` niaieoi v{di|pl* ` s~|`a{onoh~ky vydi|p-
l eo`pbeh o aij`dh oak h{q~heh v {qh{pedp ah qid ayeimok|e`fh o ei
?/ @AO '@j`kq~heok Aiqi Oeq`~kgief`/ q`kgehjhfoi `j`dq~heok|e`l vymoiey aieykg pmhjovoilki q~ie{b`~ no|e`-
{hvykg oebh~miklo q~ie{idkyleykg ha dhmspq`~i ah dhmspq`~i | vydh~|y{qieo`m {qieai~ahvykg* |iidk`sqhvieykg
bh~miqv dhmpeodiqv K`j`m @AO l`{q vy`jomoehvieo` vo`jhd~hqe`fh vs~hvia|ieoi aieykg h~i| s~|y{so`{|`eo`
o |vod{|`eo` ahdiaehko s~|`syvp oebh~miklo a|odo shk|`eop hashvo`aeokg isjodiklo dhmspq`~hvykg moa|y
~mimo pk|`{qeok|kymo v vymoieo`
93/ [ Dhmh~hv{do* M Dh~ij`v{do* I Dhmoa`~* M D~i{di* L Jief`~* D Ehvik|yd o oeeo* ^h|vl {`dqh~i `-p{pf
ei vo`ko`*Vi~{|ivi >393
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
38/436
;6
sh|~ eo`s~|`voayvije`fh m`aopm Q`| q shqvo`~a|i ~ish~q ~my MkIb``
h~i| K`eq`~ bh~ @apkiqohe iea ^`{`i~kg oe Oebh~miqohe I{{p~iek` iea [`kp~oqy'K@^OI[/99 |ivo`~ilky vyeodo niaieoi ahqyk|k`fh {qh{pedp no|e`{p ah {`~vo-
{v oeq`~e`qhvykg V`n >3* k|yjo qykg* dq~` pmhjovoil pyqdhveodhm spnjo-
dhvieo` vi{eykg q~`ko V niaieop v|oh pa|oi 9333 a`kya`eqv | eilvod-
{|ykg ~m | 96 d~ilv Sheia shhvi | eokg vy~i|oi hnivy |vo|ie` | V`n >3*
vylieoilk* ` qh vieo` he` { shvha`m* aji dq~`fh qid eo`kgqeo` {ofil ah
oeq`~e qp pyqdhveodv v {vhokg s~idqydikg no|e`{hvykg Eilvod{|` hnivy
|vo|ie` | V`n >3 vydi|yviy ~my | Dieiay* Ip{q~ijoo* [qiev \l`aehk|h-
eykg o Vo`jdo`l N~yqieoo o qh he` |ily h{qiqeo` sh|ykl` v ~iedoefp vs~hvia|i-
eoi q`kgehjhfoo V`n >3 V~a joa`~v vydh~|y{qieoi V`n >3 |eiji|y {o ~my
| N~i|yjoo* Go{|sieoo o Oeaoo \vhj`eeoky V`n >3 pviil* ` q`kgehjhfo` q` sh-
|vijil om ei |eij`|o`eo` ehvykg ~a` ahkghav* |vod{|`eo` s~hapdqyv-
ehko s~ikhveodv o `b`dqyvehko mi~d`qoefhvykg {q~iq`foo* i p{pfo qido` lid
mod~hnjhfo* sjiqbh~my s~iky f~pshv`l* {y{q`my v{sa|o`j`eoi q~`ko k|y {`~vo{y
{sh`k|ehkohv` mhf s~hvia|o ah v|~h{qp s~|ykghav s~|`a{onoh~{qvi
Eilvod{|` hnivy npa|oh |hjov` hs~hf~imhvieo`* vo~p{y* s~|`ko`eo` oe-
bh~mikyle` o {syvi~` Dojdieiko` s~hk`eq ~m pliveoh* ` moih s~hnj`my
s~ive` |vo|ie` | pliveo`eo`m shpbeykg jpn v~ijovykg oebh~miklo \ q`fh
q` shvhap 9;% iedo`qhvieykg ~m kidhvoko` |injhdhvih idqyveh |vo-|ie | V`n >3* shak|i{ fay 79% |eik|eo` l hf~ieok|yh
99/ MkIb``* V`n >%3< I Khmsj`w Nijiekoef Ikq% Qg` Bo~{q Fjhnij [qpay he V`n >%3% P{if`* ^o{d{ iea N`{q S~ikqok`{%
Shn~ieh 9332>393 | jhdijo|iklo gqqs~`sh~qsab
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
39/436
i{qpa
P{pfi< MyShjok` 'MhliShjokli/
S~hl`dq< [i~ig A~pmmhea* Jip~`e Kp~~o`P{pfhaivki< Dhm`eai shjoklo v Qiy{oa` 'Vo`jdi N~yqieoi/
A@[OFE OA@I
Shmy{ {qvh~|`eoi `-p{pfo nak`l oeq`~e`qhvym ei~|a|o`m |is`veoil-
kym {s~ive dhmpeodikl shmoa|y hnyviq`jimo i oe{qyqpklimo {b`~y sp-
njok|e`l |~ha|o {o shak|i{ [hkoij Oeehriqohe Kims 'Hn| [sh`k|e`l Oeeh-
viklo/ L`{q qh kydjok|ei oms~`|i* hanyvilki {o v Vo`jdo`l N~yqieoo* dq~i
{dpsoi ei v{sjeykg |ilkoikg s~hl`dqieqv* {s`klijo{qv OQ h~i| oeehviqh-
~v ykoi spnjok|e`fh 'ief {hkoij oeehriqh~{/ Pk|`{qeoky qykg oeq`~ay{ky-
sjoei~eykg vi~{|qiqv mil sh 17 fha|oe ei {qvh~|`eo` dhek`sklo ~h|vo|i
hd~`jheykg s~hnj`mv {sh`k|eykg* dq~` mhfyny ny ~`ijo|hvie` |i sh-
~`aeokqv`m oeq`~e`qp Shak|i{ OOO `ayklo hso{yvie`fh vyai~|`eoi '>33? ~/
sh~p{|ieh dv`{qo` {imhqehko* {qi~|`eoi {o {sh`k|`{qvi o s~|`{qsk|hko
Fve eif~ha 'shmhk v` va~h`eop/ hq~|ymii oa`i `-p{pfo MyShjok`
'MhliShjokli/ sh~qijp {sh`k|ehkohv`fh piqvoilk`fh dhmpeodikl sh-moa|y hnyviq`jimo i jhdijeymo haa|oiimo shjoklo
Ah ~`ijo|iklo |vyko{do`fh s~hl`dqp vk|heh v{|y{qdokg djpk|hvykg oeq`~`-
{i~op{|y* v qym hnyviq`jo* shjoklieqv* s~ikhveodv {hklijeykg h~i| s~|`a-
{qivoko`jo via| {imh~|ahvykg o ~|ahvykg A|odo jok|eym iedo`qhm
o vi~{|qiqhm mhjov` nyh ~h|sh|eieo` shq~|`n s~|y{|ykg pyqdhveodv
h~i| |~h|pmo`eo` ~hahvo{di hqik|ilk`fh p{pf V pkgvyk`eop {s`ky-
do hmivoie`l `-p{pfo s~hl`dqieqhm shmhfh qid` {|k|`fhv` ~h|so{ieo`
o ieijo|i s~hk`{p dhmpeodikyle`fh shmoa|y hnyviq`jimo i shjoklieqimo
'q`kgeodi s~hl`dqhvi |viei njp`s~oeqoef/
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
40/436
yNO\E@[ ^@\PJQIQ
Fhqhvy {`~vo{ MyShjok` pmhjovoi hnyviq`jhm hso{yvieo` {vhokg ah-
voiak|` h~i| vy~iieo` hsoeoo ei q`miq a|oiijehko jhdijeykg h~fiev
shjoklo Dia` |fh{|`eo` l`{q k|he` | aiq o dhed~`qeym mo`l{k`m 'v{s-
s~iki | Fhhfj` Mis{/* a|odo k|`mp q~ii vieo` ah shjoklieqv hn{p-
fplkykg aiey ~`lhe Vi~qh qid` |i|eik|y* ` dhm`eqi~|` hnyviq`jo {
dhli~|he` | hd~`jhe diq`fh~o vyd~hk|`eoi 'es ei~dhqydo* ijdhghj*
d~ia|o`* oqs/* kh sh|viji es {s~iva|o v lido {sh{n shjoklieko hn{pfpl
hn~inhvieykg v aieym ~`lheo`
[`~vo{ MyShjok` sh{oiai qid` h{hne sjiqbh~m aji {q~v s~ivi Sh |i-
jhfhvieop ei dheqh h{hno{q` diay bpedklhei~op{| ahdiaeo` voa|o kh a|o`l`
{o v l`fh ~`lheo` o mh` ei no`kh hashvoiai ei |fh{|`eoi ( dhm`eqi~|`
hnyviq`jo V{|y{qdo` aie` { |no`~ie` o ipqhmiqyk|eo` if~`fhvie`* a|odo
k|`mp shjoklieko mhf v {yeq`qyk|ey {sh{n {shl~|` ei aie hdhjok 'es vy-
~eo ~`lhe na a|o` qyfhaeoi* v dq~ym |ai~|i {o eilvok`l s~|`{qs{qv/
Lidh so`~v{o |idps`m s~hl`dqp |ioeq`~`{hvijo {os~|`a{qivoko`j` Dhm`eay Shjoklo ^`fohep Qiy{o-
a`* v q`l kgvojo q~vil qid` ~h|mhvy | dhj`leymodheq~ig`eqimo
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
41/436
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
42/436
V|h~eokqvh `-p{pf aoifeh|i o s~hfeh|i
>%
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
43/436
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
44/436
1;
>% V|h~eokqvh `-p{pf aoifeh|i o s~hfeh|i
'Ovhei Sijk|`v{di/
V ehvhk|`{eym plkop m`qhayk|eym s~hl`dqhvieo` -p{pf 'ief {`~rok` a`{ofe/
l`{q s~hl`dqhvieo`m sh|yqyve`fh ahvoiak|`eoi djo`eqi 'p{pfhnoh~ky/ shs~|`|
s~|`s~hvia|`eo` fh s~|`| ko`d oeq`~idklo 'ieflhp~e`y/ k|k sh{|k|`fje`
spedqy {qydp | p{pfhaivk 'ief qhpkg-shoeq{/ qvh~|kykg oeq`~b`l{9>
>%9% V|h~eokqvh `-p{pf
V eoeo`l{|ym ^ish~ko` ipqh~|y vs~hvia|ojo q`~moev|h~eokqvh `-p{pf V|h~-
eokqvh* v ~h|pmo`eop a`eoklo {qh{hvieykg v OVS* l`{q shlko`m {|`~{|ym eos~hl`dqhvieo` Spedq`m vylkoi {qh{hvie`l v eoeo`l{|ym ~ish~ko` a`eoklo
v|h~eokqvi nyi a`eokli s~|ylqi s~|`| Oeq`~eiqoheij Khpekoj hb [hko`qo`{ hb
Oeap{q~oij A`{ofe 'OK[OA/* |fhaeo` | dq~ v|h~eokqvh l`{q a|oiijehko qv~-
k|* milk ei k`jp hd~`j`eo` vo`jhi{s`dqhvykg k`kg s~|`amohqv* s~hk`{v*
p{pf h~i| okg kiykg |`{shv v kihkohvykg kydjikg o{qeo`eoi V|h~eokqvh
{qiehvo vok fvey k|yeeod |i~veh oeehvikyle`fh gpmieo|hvieoi q`kgeh-
jhfoo* lid o vymoiey dpjqp~ije`l o fh{shai~k|`l
V|h~eokqvh k|y d~`iqyveh o oeehvikyleh* eiail` bh~m oa`hm qid* ny
{qiy {o s~idqyk|eymo o iq~idkyleymo s~hsh|yklimo aji pyqdhveodv jpndhe{pm`eqv
V|h~eokqvh `-p{pf* hn`lmpl`/ \ ief Oeq`~ikqohe @ws`~o`ek` A`{ofe I{{okoiqohe* OwAI
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
45/436
11
o bi| shs~hl`dqhv 'sjiehvieo` ykoi p{pfo ei ~yedp* oebh~mikli |v~hqei* |i-
~|a|ieo` vo`a| einyq v s~hk`{o` ah ~h|vhlp aij{|ykg a|oii/ Lidh {qie hn`lmpl` |ih`eoi s~hl`dqhv`* s~hl`dq o k`kgy v|h~eok|` s~h->
apdqp(p{pfo< k`kgy `{q`qyk|e`* bpedklheije`* `~fhehmok|e`* `dhehmok|e`*
`mhklheije` oqs Dhek`skl hk`ey ahl~|ihko {qiep v|h~eokqvi `-p{pf s~h-
shepl hs~|` ei mha`jp hspnjodhvieym s~|`| {|v`a|dokg ipqh~v9; v dq-
~ym ieijo|hvie` { ; si~im`q~y< {qhso` {dhh~ayehvieoi o |oeq`f~hvieoi
`-p{pfo o l`l k|ko* {qhso |oeayvoapijo|hvieoi | spedqp voa|`eoi dhe{p-
m`eqi o mhjovh oeq`~idklo dhe{pm`eqi | p{pf
^y{pe`d 0%Mha`j si~im`q~v hk`ey ahl~|ihko v|h~eokqvi `-p{pf
~ah< Fhjadpgj* >332
Vs~hvia|`eo` q`~moep v|h~eokqvh -p{pf piqvo* shs~|`| v{di|ieo` ieijhfoo*
q~ie{b`~ ~h|vo|i | |id~`{p v|h~eokqvi o s~hl`dqhvieoi s~hapdqp miq`~oije`-
fh ah m`qhaydo o s~hk`{p s~hl`dqhvieoi h~i| va~iieoi -p{pf* i l`aehk|`eo`
pvyspdjo ~eok` m`qhayk|e` v sha`lkop ah ~h|vhlp vo~qpijeykg s~hk`{v
o {y{q`mv |hheykg* lidomo { `-p{pfo
K`kgy o bpedklheijehko {y{q`mv |hheykg eo` { s~h{q {pm k`kg o bpedklheij-ehko j`m`eqv* dq~` l` qvh~| Eilvieo`l{|` k`kgy {y{q`mv |hheykg qh
`e`~f`qyk|e`l* j`k| mhf ny {qinoje`
9;/ S Fhjadpgj* B~hm `-jiaa`~ qh `-aoimhea ~`-khek`sqpijo{oef mha`j{ bh~ spnjok `-{`~rok`{ 91qg @p~hs`ie Kheb`-
~`ek` he Oebh~miqohe [y{q`m{ '@KO[>332/% [|v`kli >332
S`~bh~miqyve`
Oebh~miqyve`
[dhh~ayehvie`\oeayvoapijo|hvie`
Hfje`Haa|o`je`
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
46/436
10
[y{q`m |hhey qh pdia ayeimok|ey shaj`fi |moiehm v k|i{o`* i sh-;
s~|`aeo` {qiey mil vsyv ei {qie hn`key[y{q`m |hhey mh` {diai {o | {y{q`mv |hheykg dhmshe`eqy {y{q`-1
mp |hhe`fh qid` mhf ny {y{q`mimo |hheymo
Vy{qsplk` ~`jikl` '|ij`ehko/ mil kgi~idq`~ eo`joeohvy h|eik|i qh*0
` mi` |idk`eoi mhf s~|yeo` ap` |moiey v vyeodp dhkhvym
'`b`dq mhqyji/* s~hsh~klheije` |moiey* jpn eo` s~|yeo` v hfj` |moie
'eo`joeohvh/
\` v|fjap ei dhmsiqynojeh s~hnj`miqydo v` v|h~eokqvo` p{pf kh~i| k|-
ko`l |eilapl |i{qh{hvieo` q`h~o` o vyeodo niai ahqyk|kykg q`h~oo |ikghvi{y{q`mv |hheykg
Aieo`j Soed hd~`jo WWO vo`d `~ dhek`sqpije* v dq~`l s~|y{|h eij`y ah
h{n d~`iqyveykg o `msiqyk|eykg* p dq~ykg ahmoepl` s~ivi* |vo|iei | `mh-
klimo o {yeq`|* sdpji m|fp91 D~`iqyveh {qii {o vi~qhko eo` qyjdh
v dpjqp~|`* ij` o v no|e`{o` Fjhnijei dhedp~`ekli* ehvhk|`eo djo`eko o vykof
ehvykg q`kgehjhfoo h~i| oeehviklo {qivoil shs~|`k|d ni~a|h vy{hdh Eo mi
ei~|a|oi* dq~` v {sh{n ni~a|o`l `b`dqyvey sh|vijih ny ei {|yndo` va~ii-
eo` oeehviklo ~yedhvykg* ei gpmieo|hvieo` ehvykg q`kgehjhfoo o eiaivieo`
om jpa|do`l* s~|yli|e`l pyqdhveodhvo qvi~|y* eo v|h~eokqvh v|h~eokqvh ~h-|pmoie` kh~i| k|ko`l eo` lidh {qie* ij` lidh s~hk`{
V h{qiqeokg jiqikg v` v|h~eokqvo` s~|`my{hvym |i{|y avo` bpeaim`eqije`
|moiey m`qhahjhfok|e` So`~v{|i* qvi~ai* |vo|iei | ehvymo q`kgehjhfoimo
vo|pijo|iklo o s~hl`dqhvieoi kyb~hv`fh qh shlivo`eo` {o ~h|npahvieykg isjo-
diklo ah s~hl`dqhvieoi ;A A~pfi* moddi* |vo|iei | ehvymo q`kgeodimo
v{shmifilkymo d~`iqyvei s~ik f~pshv* v mpjqoay{kysjoei~eykg |`{sh-
ikg ehv` myj`eo` h v|h~eokqvo` o s~hapdko`
Myj`eo` s~hl`dqhv` 'a`{ofe qgoedoef/
A`{ofe qgoedoef l`{q sha`lko`m i |i~i|`m m`qha vydh~|y{qplk ei~|a|o`
{qh{hvie` v s~hl`dqhvieop s~hapdqv* lid hn{`~vikli pyqdhveodv* ieijo|i
dheq d{qp pykoi* s~hqhqyshvieo`* q`{qhvieo` ah qvh~|`eoi {q~iq`foo no|e`{hv`l
o mi~d`qoefhv`l v k`jp ~h|vo|yvieoi s~hnj`mv |hheykg< v{sbpedklheh-
vieoi s~hapdqv* p{pf* s~|`{q~|`eo* s~hk`{v o oebh~miklo Myj`eo` s~hl`dqh-
v` shmifi ~h|voli s~hapdqy o p{pfo* p{s~iveoi s~hk`{y* qvh~|y {q~iq`fo`
o ani h hashvo`aeo okg dhmpeodikl
91/ A Soed* Kido`m ehvy pmy{% Vi~{|ivi >33?
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
47/436
12
[|k|`fjey eiko{d v q`l m`qhayk` dia|ohey l`{q ei v{ss~ik |`{shhv
S~hk`{ q`e |ik|yei {o ha myj`eoi oeq`f~ikyle`fh* k|yjo pmo`lqehko vydh-~|y{qieoi {s~|`k|eykg shmy{v v k`jp qvh~|`eoi oeehvikyleykg ~h|vo|i
S~ikplk` |`{shy iefipl pk|`{qeodv ~`s~`|`eqplkykg ~e` hn{|i~y vo`-
a|y o dhms`q`eklo o mil kgi~idq`~ mpjqoay{kysjoei~ey Ah |`{shp vk|ieo {
qid` djo`eko* dq~|y v qym s~|ysiadp { eo` qyjdh dhe{pm`eqimo* j`k| qid`
v{sqvh~| s~hapdqy jpn p{pfo
A`{ofe qgoedoef* |id~`jilk hn{|i~ v{ss~iky hamo`eeykg ay{kysjoe* dq~`
~i|`m qvh~| ehv vi~qh* d~`pl` oeehvikyleh* i eo` qyjdh p{s~iveoieo`
o{qeo`lkykg ~h|vo|i Oeehvikyleh l`{q h{ofiei shs~|`| {dhek`eq~hvieo`
{o ei s~hnj`mikg k|hvo`di lidh dhe{pm`eqi o qv~ky h~i| shs~|`| {|pdieo`m`qha okg ~h|vo|ieoi v {sh{n d~`iqyvey* oeq`~idqyvey o s~idqyk|ey* |eilap-
lk eilj`s{|` oa`` o h{qiq`k|e` ~h|vo|ieoi
S~iki eia qvh~|`eo`m ehvykg s~hapdqv o p{pf* a|odo m`qhayk` a`{ofe qgoe-
doef*l`{q
ni~a|o`l ahsi{hviei ah shq~|`n djo`eqi* nh mid{ymijeo` {dhek`eq~hviei;
ei l`fh shq~|`nikg
V|h~eokqvh pdo`~pedhvie` ei dhe{pm`eqi 'khe{pm`~-a~or`e a`{ofe/
V|h~eokqvh pdo`~pedhvie` ei dhe{pm`eqi* oeik|`l |vie` s~hl`dqhvieo`m
|h~o`eqhvieym ei pyqdhveodi 'p{`~-k`eq`~`a a`{ofe/ hashvoiai ei shq~|`ny
pyqdhveodi h~i| |ipvii o ~h|vo|pl` s~hnj`my {sh`k|e` L`{q qh v|h~eok-
qvh* aji dq~`fh eo` s~hapdq* j`k| k|hvo`d l`{q k`j`m
V m`qha|o` q`l ei diaym `qiso` s~hk`{p s~hl`dqhvieoi {|k|`fhv`l ieijo|o`
shaaivie` { shq~|`ny* vymifieoi o hf~ieok|`eoi dhkhv`fh pyqdhveodi
s~hapdqp jpn p{pfo* s~hl`dqieko ieijo|pl o s~|`voapl v lido {sh{n pyq-dhveoky na sh{pfovi {o es oeq`~b`l{`m* i ei{qseo`* ei sha{qivo` q`{qv
| pa|oi`m dhe{pm`eqv* v`~ydhvie` { so`~vhqe` |ih`eoi s~hl`dqhv`
Qido` sha`lko` vyvha|o {o | ep~qp m`qhayd {dhek`eq~hvieykg ei hsqymijo-
|iklo lidhko S~|ydia`m mh` ny M`qhai YBA 'Ypijoqy Bpekqohe A`sjhym`eq
~h|voeoko` bpedklo lidhko/* dq~i |h{qii hs~ikhviei v Lisheoo v jiqikg 63
pno`f`fh vo`dp Hn`keo` m`qhai qi |eilapl` |i{qh{hvieo` v vo`jp hn{|i~ikg
ykoi fh{shai~k|`fh* es v s~hapdklo {s~|qp fh{shai~{qvi ahmhv`fh* v s~h-
l`dqhvieop veq~| o oe V ~`|pjqiko` {qii {o o{qhqeym ei~|a|o`m {y{q`mp
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
48/436
16
Qhqij Ypijoqy Mieif`m`eq 'QYM/ \fhaeo` | a`eokl shaivie s~|`| Im`-
~okie [pssjo`~ Oe{qoqpq` YBA l`{q m`qha {pk s~|`h`eop vymifi djo`e-qi ei hashvo`aeo` k`kgy s~hapdqp 'p{pfo/ ei diaym `qiso` l`fh kydjp ykoi*
shk|v{|y ha niai o ~h|vhlp* shs~|`| s~hl`dqhvieo` o s~hapdkl* i sh mi~-
d`qoef* {s~|`ai o ay{q~ynpkl90 YBA mhei pvii |i m`qha sjiehvieoi
o ~h|vhlp s~hl`dqp jpn p{pfo* pmhjovoilk |`{shhm niaivk|ym ahdheieo`
s~`ky|yle`l {s`kydiklo shq~|`n o vymifi djo`eqv* i ei{qseo` okg s~|`h`-
eoi ei si~im`q~y s~hapdqp 'p{pfo/* l`fh dhmshe`eqv o v~`{|ko` si~im`q~y {i-
m`fh s~hk`{p s~hapdkyle`fh92 Oee* ha aivei {qh{hviei m`qha* l`{q [k~pm
V{sqvh~|`eo` 'Kh-k~`iqohe/
Ep~q vk|ieoi dhe{pm`eqi ah s~hk`{p qvh~|`eoi an~* vyvha|o {o | dhek`sklo
Qhb`~i96* dq~y v jiqikg 63 pno`f`fh {qpj`koi vs~hvia|o q`~moe s~h{pm`eq*
k|ky v {hno` s~hapk`eqi o dhe{pm`eqi V jia |i qym shlivoiy {o dhj`l-
e` hamoiey o ep~qy q`fh sha`lkoi v sh{qiko s`~{heijo|iklo s~hapdqv o p{pf*
dhek`eq~iklo ei shl`ayek|ym dhe{pm`eko` 'ehvi oeehvikli E=9/* vk|ieoi
vo`a|y |noh~hv`l dhe{pm`eqv ei `qiso` qvh~|`eoi |ih`* dhek`sklo 'ief
k~hva-{hp~koef/ Dhek`skli s~h{pm`~y|mp l`{q {|k|`fjeo` {ojei v s~|`{q~|`eo
kyb~hv`l* v `shk` V`n >3* piqvoilk v{sqvh~|`eo` {`~vo{v s~|`| {imykg
pyqdhveodv shs~|`| npahvieo` vhd s~hapdqv o p{pf idqyveykg o qv~-
k|ykg v{sjehq {sh`k|ehkohvykg
[qh{hvieo` m`qha iefiplkykg pyqdhveodi ei `qiso` s~hl`dqhvieoi* do`~h-
vieo` {o l`fh shq~|`nimo* hk|`dovieoimo o hf~ieok|`eoimo vymifi 'l``jo k`-
j`m l`{q hs~ikhvieo` vy{hk` oeehvikyle`fh ~h|vo|ieoi/ {qh{hvieoi ni~a|h
|iivie{hvieykg q`kgeod | ~ha|oey a`{ofe qgoedoef v k`jp hmoeokoi q`ea`eklo
dhe{pm`eqv ah dhek`eq~hvieoi {o ei qym kh |eie` o o{qeo`lk` Eo`|nae`
l`{q pv|fjaeo`eo` v s~hk`{o` niaivk|ym o s~hl`dqhvym v{|y{qdokg diq`fh~oo
djo`eqv 'siq~|< ^y{pe`d 2/ ei v{|y{qdokg `qisikg s~hk`{p |idpshv`fh 'siq~|330
96/ I Qhb`~* Q~|`koi biji* Vi~{|ivi 9?70
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
49/436
17
^y{pe`d 2%
Diq`fh~o` djo`eqv -p{pf
~ah< hs~ikhvieo` vi{e`
^y{pe`d 6%
[kg`miq s~hk`{p |idpsp `-p{pfo
~ah< hs~ikhvieo` vi{e`
S~hl`dqhvieo` p{pf '{`~rok` a`{ofe/
Kghkoi iefo`j{do q`~moe {`~rok` a`{ofe qpmik|hey l`{q ei shj{do lidh s~hl`d-
qhvieo` p{pf* eij`y mo` voiahmh* ` h|eik|i he kh vok`l* ieo`jo {im
Pyqdhveod(dhe{pm`eq
Oeokliqh~
Haa|oiplky
A`kya`eqDpsplky
Djo`eq
Oeokliqh~ oeoklpl` sh{|pdovieo` ~h|vo|ieoi s~hnj`mpdhe{pm`eqi
Haa|oiplky mi vsyv ei a`ky|l` h |idpso`
A`kya`eq sha`lmpl` a`ky|l* noh~k sha pvif spedqyvoa|`eoi oeokliqh~i o haa|oiplk`fh
Dpsplky siko |i einyqy s~hapdq jpn p{pf
Pyqdhveod h{qiq`k|eo` dhe{pmpl` s~hapdq jpn p{pf
voiahmh
^h|viieo`
\idps
\i{qh{hvieo`
Vsyv
Omspj{
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
50/436
1?
s~hk`{ sjiehvieoi o ~`ijo|iklo |yk|e`l 'v s~|ysiadp `-p{pfo kyb~hv`l/ bh~my
p{pfo L`{q he njo{|y {qh{hvie`mp v eoeo`l{|ym ~ish~ko` q`~moehvo v|h~eok-qvh p{pf
\aieo`m ~my ah~iak|`l @efoe` [`~rok` A`{ofe v|h~eokqvh p{pf shvoeeh
hso`~i {o ei sokop bpeaim`eqijeykg |i{iaikg
mo i s~|`amohqimo Ahn~` s~hl`dqhvieo` p{pf |iv{|` haeh{o {o v {sh{nghjo{qyk|ey ah oeb~i{q~pdqp~y p{pfo* ~h|pmo` v|il`meo` |ij`ehko moa|y
sh{|k|`fjeymo k|koimo o oeeymo {y{q`mimo p{pfhvymo
ko`do p{pfo { ahvoiak|`eoimo v k|i{o` ^eo dhe{pm`eko v ~ey;
{sh{n vkgha|* s~|`kgha| o vykgha| | {y{q`mp p{pfo Pv|fjaeo`eo`
qykg ahvoiak|` `mhklheijeykg l`{q |iaieo`m ahn~`fh v|h~eokqvi p{pf
Jpa|o` k`j`m p{pf l`{q k|hvo`d* i qvh~|`eo` p{pf |iv{|` pv|fjaeoi1
p{pfhaivk o dhe{pm`eqi s~ikplkykg v l`aeym |`{shj` V ahn~ym v|h~-
eokqvo` p{pf s~oh~yq`q`m l`{q k|hvo`d* i dhe{pm`eq o p{pfhaivki mil
~ve` s~ivi v s~hk`{o` s~hl`dqhvieoi
S~hsh|ykl` p{pfo { hsidhvie` v bh~mo` s~hsh|yklo |idpsp {do`~hvie`l0
ah dhe{pm`eqi \iaieo`m ahn~`fh v|h~eokqvi l`{q vyd~`hvieo` s~hsh|yklo
p{pf shaieykg s~|`| dhe{pm`eqv ajiq`fh* ` voa| heo v eokg dh~|y
aji {imykg {o`no`
>%>% ^h|vl v|h~eokqvi `-p{pf
Sh~`aeom v{dieodo`m |ioeq`~`{hvieoi |ifiaeo`eo`m l`{q k|{qh |isyqi
h vy{|pdovieo` aie`fh gi{i v s~|`fjai~k` oeq`~e`qhv`l Vyeod vy{|pdo-
vieoi gi{i {`~rok` a`{ofe v oeq`~e`qhv`l vy{|pdovi~k` Fhhfj` 'siq~|< ^y{p-
e`d 7/ v{di|pl`* ` v~a eilk|{q{|ykg jhdijo|iklo vykgha|kykg |isyqi n~id
Shj{do Eiqhmoi{q ei so`~v{|ym mo`l{kp { Oeao` lidh d~il h~i| Niefijh~` v Oe-
aoikg lidh moi{qh
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
51/436
03
Vyd~`{ hn~i|pl` ~h|dia ojhko |isyqi v vy{|pdovi~k` fhhfj` vy~i`eoi v|h~eokqvh p{pf v vyn~ieym hd~`{o`%
9*03
9*33
3*03
3>331 >330 >332 >336 >337 >33? >393
^`fohey% [oefisp~
;% Bojosoey
1% Ghef Dhef0% Mij`|li
2% Spaeohvi Ib~ydi
6% Ip{q~ijoi
7% Ehvi \`jieaoi
?% O~jieaoi
93% Vo`jdi N~yqieoi
Moi{qi% Nhmnil* Oeao`
;% A`jo* Oeao`
1% [oefisp~0% [ie B~ieko{kh* [qiey \l`aehk|he`
2% N~`eqbh~a* Vo`jdi N~yqieoi
6% Aijji{* [qiey \l`aehk|he`
7% [oae`y* Ip{q~ijoi
?% Miekg`{q`~* Vo`jdi N~yqieoi
93% Vi{|yefqhe* [qiey \al`aehk|he`
L|ydo i >33? v|~h{y 13-d~hqeo`/* shv{qiy {oje` ~ha|om`* oeayl{do`
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
52/436
09
Vyd~`{ hn~i|pl` ~h|dia ojhko |isyqi v vy{|pdovi~k` fhhfj` vy~i`eoi `-p{pfo v vyn~ieym hd~`{o`%
;*33
>*33
9*33
3 >331 >330 >332 >336 >337 >33? >393
^`fohey% N`jfoi
;% Eh~v`foi
1% Ghef Dhef
0% Mij`|li
2% [oefisp~
6% \l`aehk|he` @mo~iqy I~in{do`
7% Oeahe`|li
?% F~`kli
93% Qilvie
Moi{qi% Mi~kg`-@e-Bimm`ee`* N`jfoi
;% Niefdhd* Qiljieaoi
1% N~pd{`ji* N`jfoi
0% H{jh* Eh~v`foi
2% Ghef Dhef
6% Dpiji Jpmsp~* Mij`|li
7% [oefisp~
?% Aidi~qi* Oeahe`|li
93% Vi~{|ivi* Shj{di
L|ydo% Eh~v`{do
;% Oeahe`|yl{do
1% B~iekp{do
0% Shj{do
2% Ghj`ea`~{do
6% F~`kdo
7% Ap{do
?% Kgo{do
93% [|v`a|do
`-p{pfo 9*33
V{dieod ojhko |isyqi
~my* lid Qiqi Khe{pjqoef [`~rok`{* Oebh{y{ Q`kgehjhfo`{* Vos~h* [s`kq~imoea*
@WJ [`~rok`* He`[hp~k`* VE[* dq~` {qiy {o fjhnijeymo ah{qivkimo o |il-
y |eik|k` sh|ykl` ei vo`ko`% ^h|vl {`dqh~i p{pf OQ {qi {o v |eik|eym
{qhseop ~a`m vy{hdo`fh v|~h{qp fh{shai~k|`fh ki`fh d~ilp%
H oj` |ioeq`~`{hvieo` s~hnj`miqyd v|h~eokqvi p{pf(s~hl`dqhvieoi p{pf
v Shj{k` l`{q ei qyj` mi`* ` eo` l`{q ~`l`{q~hvie` v~a eilk|{q{|ykg |isyqi
ah s~|`fjai~do Fhhfj`* qh `-p{pfo* k|yjo gi{h `-{`~rok`* npa|o v Shj{k` ap`
|ioeq`~`{hvieo`* eils~ivahshahneo`l |vo|ie` | mhjovhko v{si~ko` eie{h-
v`fh | SHOF Vi~{|ivi |eiji|i {o ei 93 mo`l{kp v~a moi{q* v dq~ykg siaih
eilvok`l |isyqi h gi{h `-{`~rok` v s~|`fjai~k` Fhhfj`* i l|yd shj{do ei 0
mo`l{kp eilk|{q{|ykg jhdijo|iklo vykgha|kykg |isyqi 'siq~|< ^y{pe`d ?/
^y{pe`d ?%
Vyeod vy{|pdovieoi gi{i `-{`~rok` v oeq`~e`qhv`l vy{|pdovi~k` Fhhfj` | aeoi 3193>393 ~
>%;% V|h~eokqvh `-p{pf lidh {sh{n ei v|~h{q dhedp~`ekylehko shj-{dokg `-p{pf
Sojhqihv` niaieo` lidhkohv` s~|`s~hvia|he` s~|`| S`eqh~ `{`i~kg Oeq`~ei-
qoheij ei |j`k`eo` OVS v` v~|`eop >39397 ~hdp v ~imikg s~hf~imp \is~hl`dqpl
[vl \y{d v~a s~|`a{onoh~{qv voiak|kykg p{pfo* v qym `-p{pfo* dq~`fh
k`j`m nyh hd~`j`eo` voiahmhko s~hk`{v s~hl`dqhvieoi p{pf vydi|ih* `
va~iieo` ehvykg -p{pf |eilapl` {o ni~a|h vy{hdh v go`~i~kgoo s~oh~yq`qv
97/ Aie` eo`spnjodhvie`
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
53/436
0>
o |iai ~my o pqh{imoie` l`{q | ~h|vhl`m s~|`a{onoh~{qvi '~h|vl ehvykg
`-p{pf = ~h|vl ~my/ voiahmh qi l`{q ni~a|h ahn~ym s~hfeh{qydo`m ajis`~{s`dqyv ~h|vhlp {`dqh~i `-p{pf v Shj{k`
Eo`{q`qy* sh|yqyve`mp ei{qivo`eop qhvi~|y{|y {|`~`f |livo{d* dq~` hneoil
s~ivahshahno`{qvh `b`dqyve`fh ~h|vhlp \ihn{`~vhvieh ei{qsplk` e`fi-
qyve` |livo{di
Q`~moe v|h~eokqvh p{pf l`{q ~mhm |ps`eo` eo`|eiey V|h~eokqvh
p{pf eilk|ko`l ~h|pmoie` l`{q lidh v|~ v`apf dq~`fh p{pfo { s~h-
l`dqhvie` 'es {qieai~ay v`veq~|h~fieo|ikyle`/ h~i| {s~hvia|ie` ah
hs`~ikyle`fh |id~`{p a|oiijehko ~my 'es s~hf~imhvieo` isjodiklo hn-
{pfplk`l `-p{pf v ~mo` dhmspq`~hv`l* vyjok|ieo` {dia`d v ~mo`pn`|so`k|`eohv`l/
N~id s~hk`{hv`fh myj`eoi h `-p{pa|`* pv|fjaeoilk`fh ~`jikl` | djo`e-;
q`m \imoi{q q`fh v{do`* s~hapdqhv` myj`eo` h p{pa|`
P{pfi ~h|pmoiei l`{q lidh s~hapdq ~my* i dheqidq | djo`eq`m sh{q~|`fiey
l`{q l`ayeo` shs~|`| s~y|miq ~`djimy o spedqp {s~|`aiy ^`jikli l`{q l`a-
ehdo`~pedhvi< p{pfhaivki 5 p{pfhnoh~ki Kh vok`l* eiv`q `~fhehmoi
p{pf ~h|pmoiei l`{q lidh `b`dqyveh k|i{hvi o syeeh s~hk`{p 'vyk|-
eo` | spedqp voa|`eoi h~fieo|iklo* eo` dhe{pm`eqi/
N~id |ioeq`~`{hvieoi v{ss~ik | s~hb`{lheijeym s~hl`dqieq`m p{pf1
Bo~my vy~iil hsoeo* ` dhms q`ekl`* lido` shvoeo`e sh{oiai s~hl`dqieq
p{pf* ny |ioeq`~`{hvi {vhl hb`~q* qh dhms`q`ekl`* lido` lp sh{oiail
s~ikhveoky ~my* k|yjo |eilhmh n~iey o vo`a|i h shv{qivieop p{pfo
Eo`dq~` ~my sh{q~|`fil ~hj s~hl`dqieqi lidh dhh~ayeiqh~i |ij`qy s~h-
l`dqieqi p{pf qh v hsoeoo ~`{shea`eqv {s~ivhvieo` dheq~hjo eia s~hk`{`m
o |eilhmh a|oiijehko ~my
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
54/436
0;
S~hk`{ ~h|vhlp ehv`l p{pfo ha dhek`sklo ah va~h`eoi s~|`no`fi hn`keo` s~i-
vo` v kihko v`veq~| ~my Hqvi~qh ~m ei v{ss~ik | |`veq~|eymo{s`klijo{qimo ~eo {o v |ij`ehko ha `qisp q`fh s~hk`{p33? ~ sheia 9; mja | Qh hd
97% vok`l eo ~hd vk|`eo`l V`apf ~ish~qp `-Giea`j Shj{di >33?9?* s~|y-
fhqhvie`fh s~|`| {`~vo{ [dj`sy>1sj* v f~paeop >33? nyh v Shj{k` hd 6*0 qy{
{dj`sv oeq`~e`qhvykg Eo`{q`qy jok|ni ~m ~heo` {|ynko`l eo hn~hqy shj{do`fh`-gieajp o jok|ni oeq`~eipqv dpsplkykg he-joe` \ij`qy `-no|e`{p* k|yjo eo{do
dh{|q |ih`eoi ~my* {dijhvijeh* ipqhmiqy|m a|oiieoi* eo{do` dh{|qy {qi`
o* kh |i qym oa|o`* mhjovh vys~ikhvieoi vy{hdo`l mi~y* n~id ni~o`~ f`h-
f~ik|eykg* mhjovh p|y{dieoi v{si~koi |` ~hadv P@ shvhapl* ` ~ye`d
`-p{pf k`kgpl` api ~hqikli 'shv{qivieo` o psiaieo`/ ~m miykg* h eo{dom
disoqij`* ei{qivoheykg ei {|yndo |y{d* i eo` ei {qinojeh voiak|he`l p{pfo
\ l`ae`l {q~hey qido` |ikghvieoi ~m vymp{|he` { s~|`| ayeimok|e` m`aopm*
9?/ [dj`sy>1sj @-giea`j Shj{di >33?%
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
56/436
00
lidom l`{q oeq`~e`q* | a~pfo`l shvhapl` qh v`veq~|e` shk|pko` qymk|i{hvhko
a|oiijehko v qym {`dqh~|` ~yedp [q~iq`foi b`m`~yay ei ~yedp `-p{pf sh-vhapl`* ` ~my eo` oev`{qpl v vo`a| h djo`eko`* v oeehvikl`* ieo v s~hl`dq*
kh s~hvia|o ah ~`ijo|iklo {imh{s~iva|ilk`l {o s~|`shvo`aeo s~hapdqy p{p-
fhv` eo` {s`eoil hk|`dovi dhe{pm`eqi o eo` vyq~|ympl dhedp~`eklo
Sha{pmhvplk* ehvhk|`{e` sha`lko` ah v|h~eokqvi o s~hl`dqhvieoi `-p{pf
|idiai ~hdp o s~hapdplki |eie`
ei kiym vo`ko` djhkdo aji a|o`ko J`fh V 9??7 ~hdp ~mi {qvh~|yi {`-
~o J`fh Moea{qh~m{ |`{qivv `j`dq~heok|eykg* dq~` sh|vijil qvh~|y
| djhkdv ~hnhqy s~hf~imhvie` | shmhk {s`klije`fh l|ydi KW-kha`Dojdi qyfhaeo sh s~`mo`~|` |`{qivp |i{qh{hvie` ~h|vo|ieoi oebh~miqyk|-
e` o `j`dq~heok|e` |h{qiy ~h|s~ikhvie` s~|`| D`dhi S~hpabhhq* {qpa`eqi
| Peov`~{yq`qp [qiebh~ai* dq~y pah{qseo l` v [o`ko V b`dko` {sh`k|eh
pyqdhveodv |`{qivp |ik|i qvh~|y vi{e` ~h|vo|ieoi oebh~miqyk|e`*
qido` lid hqvi~qy {y{q`m hs`~ikyley J`fH[
J`fh F~hps |a`kyahvii {o eo` qyjdh eo` kofi qv~kv qykg ~h|vo|i |i
ei~p{|`eoi vi{ehko oeq`j`dqpije`l ~my* ij` vso{ii s~ivh ah gidhvi-
eoi ah pmhvy jok`ekyle`l |`{qivp Moea{qh~m{* p|eilk eo`ipqh~y|hvie`
ahaiqdo |i {sh{n |vod{|`eoi vi~qhko ahaie`l s~hapdqp o |iko`divo`eoihanoh~kv Lid {qvo`~a|o vvk|i{ Mia{ Eoss`~* [`eoh~ Rok` S~`{oa`eq J`fh
F~hps* ny qh shk|q`d ehv`fh si~iayfmiqp no|e`{hv`fh* v dq~ym h{hny
eo`hsikie` s~|`| ~m |vod{|il lidh o vi~qh l`l s~hapdqp L`aehk|`-
eo` s~hapdq |`{qiv Moea{qh~m{* |h{qi p|ps`eohey h `-p{pf* lid nyh
pah{qseoieo` miq`~oiv `apdikyleykg pmhjovoilkykg {imha|o`je` mh-
aydhvieo` |`{qivp @-p{pfi qi nyi hb`~hviei s~|`| ~m J`fh |` h~i|
s~|`| {sh`k|eh pyqdhveodv |`{qivp
V >331 ~hdp J`fh F~hps sh{qiehvoi {qvh~|y ehv v`~{l |`{qivp Moea-
{qh~m{ Ny qh aji ~my q~paey mhm`eq nhvo`m v ~hdp >33; |iehqhvii hei
~`dh~ahv {q~iq >;7 mojohev ahji~v Ehvy |`{qiv Moea{qh~m{ EWQ |h-
{qi |is~hl`dqhviey v mha`jp |`veq~|e`l oeehviklo s~|`| dojdph{hnhvy
|`{s Moea{qh~m{ P{`~ Sie`j* v{so`~iey s~|`| {qph{hnhvy |`{s Moea-
{qh~m{ A`r`jhs`~ S~hf~im Hnyavi |`{shy nyy |hhe` | k|hedv {sh-
`k|ehko pyqdhveodv {y{q`mp Moea{qh~m{* eo`nakykg s~ikhveodimo
~my* i momh qh sh{oiailkykg `d{s`~kd vo`a| ei q`miq {y{q`mp Moea-
{qh~m{* k|{qh s~|`vy{|ilk vo`a| s~ikhveodv Kh o{qhqe`* k|hedhvo`
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
60/436
yhnp |`{shv s~ikhvijo |i ai~mh q~idqplk lidh eif~ha mhjovh s~iky
o dh~|y{qieoi | ehv`fh |`{qivp Moea{qh~m{
V >332 ~hdp |`{qiv J`fh Moea{qh~m{ EWQ |h{qi vs~hvia|hey ei ~ye`d*
v~i| | v s`eo hqvi~qym hs~hf~imhvieo`m h~i| spnjok|eo` ah{qseymo
{kg`miqimo `j`dq~heodo ^vehj`fj` shv{qi {`~vo{ oeq`~e`qhvy Moea-
{qh~m{< `-p{pfi hn`lmplki ei~|a|oi {sh`k|ehkohv`* ni| vo`a|y h s~h-
l`dqikg {qvh~|heykg s~|`| biev h~i| shmhk q`kgeok|e
S~hk`{ qvh~|`eoi |`{qivp Moea{qh~m{ EWQ l`{q l`aeym | so`~v{|ykg o ni~-
a|o`l paieykg va~h` mha`jo hqvi~q`l v{ss~iky* vys~ikhvieykg v ~h-
ahvo{dp qv~kv vhje`fh hs~hf~imhvieoi Ieijoqyky s~hk`{p qvh~|`eoi
|`{qivp v{di|pl ei bidq* ` a|odo |iiefihvieop imiqh~v h{n
eo`s~ikplkykg aji ~my* i sh{oiailkykg vy{hdo` dhms`q`ekl`* ~mi nyi
v {qieo` |eik|kh |vod{|y oeehvikyleh s~hapdqp Vymifih qh l`aeid
|moiey {q~iq`foo haeheo` ah vi{ehko oeq`j`dqpije`l ha ko{`l dheq~hjo
o hkg~hey* ei ~|`k| a|o`j`eoi {o eo | {|`~hdom f~he`m dhe{pm`eqv
\i{qh{hviey s~|`| J`fh F~hps mha`j |`veq~|e`loeehviklo l`{q q` kh~i| k|ko`l {qh{hviey s~|`|qv~kv `-p{pf* iefiplkykg pyqdhveodv lidhdhe{pjqieqv* q`{q`~v jpn eiv`q qv~kv ~h|vo|iaji aie`l `-p{pfo
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
61/436
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
62/436
V{sk|`{e` ~yedo `-p{pf
;%
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
63/436
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
64/436
2;
;% V{sk|`{e` ~yedo `-p{pf
'N`iqi Nhkgo{di/
;%9% V|h~eokqvh `-p{pf v vyn~ieykg d~ilikg {qiqy{qydo
Shv{|`kgeym ei vo`ko` q~`ea`m l`{q vydh~|y{qieo` `-p{pf aji ~`ijo|iklo q~i-
aykyleykg p{pf v kihko jpn k|ko* k|`fh s~|ydia`m mhf ny {dj`sy oeq`~-
e`qhv` p~pkgimoie` s~|`| ay{q~ynpqh~v hn`keykg ei ~yedp v q~iaykyley {sh-
{n @-p{pfo* v sh~veieop ah p{pf q~iaykyleykg* hb`~pl vo`j` dh~|yko* moe3
Aji sh~veieoi v|h~eokqvi `-p{pf v vyn~ieykg d~ilikg vi~qh hn{`~vhvi
avo` o{qhqe` f~psy `-p{pf* lidomo {% @-giea`j '`-khmm`~k`/
\fhaeo` | niaieoimo @p~h{qiqp hspnjodhvieymo v {qyk|eop >393 s~|ykgh-
ay | `-khmm`~k` {qiehvoy 9>% k|eykg hn~hqv ~m v ~hdp >337 Shj{di
| 6% vyeodo`m |ilmpl` mo`l{k` v h{qiqeo`l a|o`{oqk`* kh v sh~veieop ah
K|`kg '90%/ jpn Vfo`~ '91%/ v{di|pl` ei hjn~|ymo shq`ekli ~h|vhlhvy v q`l
>3/ L Jp* M`i{p~oef kh{q(n`e`q{ hb `-np{oe`{{ issjokiqohe{ iea kp{qhm`~ {iqo{bikqohe* miq`~oiy | > Moa|yei~h-
ahv`l Dheb`~`eklo ei q`miq P{pf Oeq`~e`qhvykg T>ea Oeq`~eiqoheij V`n Kheb`~`ek`]* >?;3 jo{qhsiai >339* S`~qg*
>339* { 9;?916
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
65/436
21
a|o`a|oeo` L`ae | s~|yk|ye l`{q ~`jiqyveo` {inh ~h|voeoqi ah{qseh ah
{|`~hdhsi{mhv`fh oeq`~e`qp '07% ~m v Shj{k`* vhn`k 66% o 60% hashvo`aeohaji K|`kg o Vfo`~/
^y{pe`d 93%
Hn~hqy -khmm`~k`
~ah< @p~h{qiq e`v{ ~`j`i{` [QIQ(93(9>* 9? {qyk|eoi >393
V`apf niai @p~h{qiqp s~hvia|heykg v ~hdp >33? o ahqyk|kykg ahvoiak|`
pyqdhveodv p{pf `-khmm`~k`* o{qhqeymo k|yeeodimo* dq~` hf~ieok|il vy-
dh~|y{qieo` q`fh qysp p{pf s~|`| hdhh 9(; shq`eklijeykg pyqdhveodv* {
hnivy |vo|ie` | n`|so`k|`{qv`m q~ie{idklo jpn s~yviqeykg aieykg v oe-
q`~e`ko` \ dhj`o hdhh 93% ~`{shea`eqv v{di|ih ei eo`k|yq`jey oeq`~b`l{
{q~hey oeq`~e`qhv`l* n~id pmo`lqehko sh{pfovieoi {o eo s~|y ahdheyvieop
|idpsp jpn eo`{s~ive` bpedklhehvieo` p{pfo ah{qi~k|ieoi |idpsohe`fh qhvi-
~p Shvy{|` vyeodo k|yq`jeo` v{di|pl hn{|i~y* v dq~ykg v|h~eokqvh p{pf
`-khmm`~k` shvoeeh |h{qi shs~ivohe` ny pmhjovo aij{|y okg ~h|vl
V`apf niai H@KA pyqdhveoky oeq`~e`qp v @p~hso` ~|ia|o`l dh~|y{qil
| p{pf `-khmm`~k` v sh~veieop | mo`{|dikimo P[I k|y Dh~`o V Dh~`o
2>% oeq`~eipqv 'v vo`dp 9> jiq o {qi~{|ykg/ v kofp h{qiqeo`fh ~hdp einyhqhvi~y o p{pfo jpn ahdheih ~`|`~viklo s~|`| oeq`~e`q \ dhj`o 60% pyqdhv-
eodv oeq`~e`qp v P[I v qym {imym k|i{o` einyh s~hapdq he-joe` h~i| 22%
ahdheih ~`|`~viklo s~|`| oeq`~e`q Aji sh~veieoi ha{`q`d q`e vyeo{ v @p-
~hso` hashvo`aeoh 01% h~i| >7%* kh {qiehvo |eik|eo` eo{|y sh|ohm Fve
s~|yk|ye l`{q eo{do sh|ohm ~h|vhlp o ah{qsehko p{pf `-khmm`~k` h~i| okg
mii shspji~eh v sh~veieop | q~iaykyleymo p{pfimo
3
0
93
90
>3
>0
;3
Kys~
Npfi~oi
^pmpeoi
F~`kli
hqvi
Shj{di
Joqvi
Go{|sieoi
[hvikli
Ip{q~oi
Mijqi
[hv`eoi
Sh~qpfijoi
Ghjieaoi
P@>6
B~iekli
Kgh~vikli
Vf~y
Vo`jdiN~yqieoi
Eo`mky
K|`kgy
[|v`kli
Boejieaoi
Eh~v`foi
O~jieaoi
Hn~hqy `-khmm`~k` v >337 '% kidhvoqykg hn~hqv/
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
66/436
20
^y{pe`d 99%
Ni~o`~y vydh~|y{qieoi `-khmm`~k` v fh{shai~{qvikg ahmhvykg* niaieoi @p~h{qiq >33?
~ah< @p~h{qiq* v{sjehqhv` niaieo` dh~|y{qieoi | QOD v fh{shai~{qvikg ahmhvykgo v~a h{n s~yviqeykg v >33? ~
;%;% @-p{pfo v {`dqh~|` spnjok|eym '`-fhr`~em`eq/
Ni~a|h ahn~|` hso{ie o |niaie v @p~hso` f~ps `-p{pf l`{q `-fhr`~em`eq*
k|`fh n`|sh~`aeo s~|yk|ye l`{q {q~iq`foi o shvo|iey sjie a|oiieoi o>393
`Fhr`~em`eq Ikqohe Sjie* s~|ylqy s~|`| Dhmo{l @p~hs`l{d v dvo`qeop >332
Sjie o>393 |idiai `vhjpkl ha p{pf spnjok|eykg voiak|heykg he-joe` ah
dhek`sklo `b`dqyveykg o {dhek`eq~hvieykg ei hanoh~ky p{pf idqyvo|plkykg
{sh`k|`{qvh `p~hs`l{do` o vsyvilkykg sh|yqyveo` ei l`fh dhedp~`ekyl-
eh Sjie a|oii hn`lmhvi so s~oh~yq`qv Midoef `bko`eky iea `bb`kqor`e`{{
i ~`ijoqy/
Djpk|hv` p{pfo aji jpaehko o shamohqv fh{shai~k|ykg '; gofg-omsikq d`y
{`~rok`{ bh~ koqo|`e{ iea np{oe`{{`{/ k|`fh s~|ydia`m mh` ny k`j hnlkoi
933% spnjok|eykg s~hk`{v |idpshvykg {y{q`mimo `j`dq~heok|eymo he-joe`
3 93 >3 ;3 13 03 23 63 73
Oee`
\nyq vhje` shk|`eo` | oeq`~e`q`m
S~hnj`m | ah{qiv qhvi~v |imvoheykg s~|`| oeq`~e`q
Eo` mim di~qy siqeok|`l pmhjovoilk`l |idpsy v oeq`~e`ko`
Ei {q~heo` oeq`~e`qhv`l q~paeh l`{q |eij` oebh~mikl`ahqyk|k` qhvi~v o p{pf
N~id pmo`lqehko
N~id |ipbieoi
Hnivy |vo|ie` | s~yviqehko
Hnivy |vo|ie` | n`|so`k|`{qv`m siqehko
Vhj ahdheyvi |idpsv h{hnoko`* kgk` voa|o` s~hapdq*jhlijeh v {qh{pedp ah {dj`sp* s~|y|vyk|il`eo`
Eo` mim qido`l shq~|`ny
Shvhay aji dq~ykg eo` ahdheyvieh |idpsv s~|`| oeq`~e`q '% h{n dq~` eo` ahdheiy |idpsv s~|`|oeq`~e`q v moeoheym ~hdp/ >33? ~
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
67/436
22
[s`eo`eo` sha{qivhvykg vi~pedv '1 Spqqoef d`y `einj`~{ oe sjik`/
V|mhkeo`eo` pk|`{qeokqvi hnyviq`j{do`fh o a`mhd~iqy|ikli sha`lmhvieoi0a`ky|lo '[q~`efqg`eoef si~qokosiqohe iea a`mhk~iqok a`ko{ohe-midoef/
Oeq`~`{plkym sha`lko`m ah hk`ey v|h~eokqvi p{pf `-fhr`~em`eq v ~imikg
s~hf~imp o>393 l`{q hk`ei ahl~|ihko v dhek`eq~iklo ei shq~|`nikg o ahvoia-
k|`eop hanoh~ky>9 Mha`j hso`~i {o ei sokop sh|ohmikg ahl~|ihko
Avpdo`~pedhvi oeq`~idkli mhjovh s~|`di|ieoi ahdpm`eqv* veoh-;
{dv* isjodiklo* ~ish~qv
Q~ie{idkl` ~`ijo|ikli p{pf a~hf `j`dq~heok|e* es ~`|`~vikli* isjodikli1
S`~{heijo|ikli idqyve` ah{qi~k|ieo` {s`~{heijo|hvieykg p{pf aji sh-0
{|k|`fjeykg hnyviq`jo* es ~|a h{q~|`fi pyqdhveodi* ` a|oiieo` mh`
ny vymifie`* ~|a v{qseo` vys`eoi aie` v bh~mpji~|p veoh{dp* ei
sha{qivo` ~|ahvykg ni| aieykg v |id~`{o` ah|vhjheym s~|`| s~ivh
Ahaiqdhvym hk`eoieym d~yq`~opm l`{q s`ei ah{qseh p{pf `-iamoeo{q~iklo
aji hnyviq`jo
\fhaeo` | hk`e avpa|o`{qp p{pf spnjok|eykg ~`ijo|hvieykg lidh `-iamoeo-
{q~ikli ahdheie v ~hdp >33? ei |j`k`eo` Dhmo{lo @p~hs`l{do`l d~il` Peoo @p~h-
s`l{do`l h{ofey ~`aeoh 1 sh|ohm ahl~|ihko* s~|y k|ym k| | eokg hb`~pl`
{s`~{heijo|hvie` `-p{pfo aji ki`l shspjiklo
>9/ [mi~q`~* Bi{q`~* N`qq`~ Fhr`~em`eq 7qg N`ekgmi~doef M`i{p~`m`eq* Kisf`moeo aji Dhmo{li @p~hs`l{di* [sh-
`k|`{qvh Oebh~mikyle` o M`aoi* jo{qhsia >33?
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
68/436
26
^y{pe`d 9>%
Mha`j ahl~|ihko p{pf `-iamoeo{q~iklo v @P>6 $ 'Peoi @p~hs`l{di $ [|vilki~oi $ Qp~kli/* Dh -mo{li @p~hs`l{di* jo{qhsia >33?
~ah< [mi~q`~* Bi{q`~* N`qq`~ Fhr`~em`eq 7qg N`ekgmi~doef M`i{p~`m`eq* Kisf`mo-
eo aji Dhmo{li @p~hs`l{di* [sh`k|`{qvh Oebh~mikyle` o M`aoi* jo{qhsia >33?Eo`{q`qy v s~|yqhk|heym niaieop ahl~|ihko p{pf `-iamoeo{q~iklo Shj{di jh-
dpl` {o ei dhkp {qivdo* shmoa|y d~ilimo ~`fohep* vys~|`a|iei s~|`| K|`-
kgy* Vf~y o d~il` niqykdo` A|odo ap`l shs~ivo` v {qh{pedp ah niaieoi
| >336* p{pfo `-iamoeo{q~iklo v Shj{k` { ei 1 sh|ohmo` ahl~|ihko* sh|ohmo`
q~ie{idkyleym
Shahneo` eo{d sh|ykl |ilmpl` Shj{di v ~iedoefp ah{qsehko p{pf `-iamo-
eo{q~iklo he-joe`* kh vo` {o |i~veh | {imym sh~qbhjoh p{pf* lid o eo{dom
s~hk`eq`m hnyviq`jo milkykg {|`~hdhsi{mhvy ah{qs ah oeq`~e`qp
Ahl~|ih Oebh~mikli
Oeq`~idklil`aehdo`~pedhvi
'bh~mpji~|` ah shn~ieoi/
Oeq`~idkli
avpdo`~pedhvi'bh~mpji~|` j`dq~heok|e`/
Q~ie{idkl`'s`ei ~`ijo|ikli p{pf a~hf
`j`dq~heok|e/
933%
73%
23%
13%
>3%
S`~{heijo|ikli's~hidqyveh* ipqhmiqy|ikli/
Sh|ohm |hhehko
Ah{qseh p{pf -iamoeo{q~iklo
Sokoh{qhseohvy mha`j ahl~|ihko v|h~eokqvi
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
69/436
27
^y{pe`d 9;%
Sh|ohm ahl~|ihko `-iamoeo{q~iklo v @P>6$* jo{qhsia >33?
~ah< [mi~q`~* Bi{q`~* N`qq`~ Fhr`~em`eq 7qg N`ekgmi~doef M`i{p~`m`eq* Kisf`mo-eo aji Dhmo{li @p~hs`l{di* [sh`k|`{qvh Oebh~mikyle` o M`aoi* jo{qhsia >33?
^y{pe`d 91%
Ah{qseh ah p{pf `-iamoeo{q~iklo v @P>6$* jo{qhsia >33?
~ah< [mi~q`~* Bi{q`~* N`qq`~ Fhr`~em`eq 7qg N`ekgmi~doef M`i{p~`m`eq* Kisf`mo-eo aji Dhmo{li @p~hs`l{di* [sh`k|`{qvh Oebh~mikyle` o M`aoi* jo{qhsia >33?
MQ
SQ
[@
IQ [
O@@ B
OPD O@
AD
B^
N@
A@
@[
EJ
EHJ
P OQ JR K\ JQ O[
GP S
J[D
K_ @
J
KG
NF
^H
G^
Ahl~|ih v >33? ~% Ahl~|ih v >336 ~%
~`aeoi P@>6$ v >336 ~% ~`aeoi P@>6$ v >33? ~%
933%
?3%
73%
63%
23%
03%
13%
;3%
>3%
93%
3%
62%
7;%
IQ
MQ
SQ
PD
[@ [
O@@ B
OAD O@ B
^
EH @
[EJ
A@
N@ OQ
JP JR
GP
K\ JQ O[ [
D SJ
K_ @
J^H
NF
G^
KG
S`ei ah{qseh v >33? ~% S`ei ah{qseh v >336 ~%
~`aeoi P@>6$ v >336 ~% ~`aeoi P@>6$ v >33? ~%
933%
?3%
73%
63%
23%
03%
13%
;3%
>3%
93%
3%
0?%
69%
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
70/436
2?
;%1% Dhedp~{y ei v|h~eokqvh `-p{pf
Vo`j` d~ilv o h~fieo|iklo moa|yei~hahvykg ahk`eoi ~hj `-p{pf v shaeh{| eop`b`dqyvehko s~|`a{onoh~{qvi o {s~ivehko ~|a|`eoi V |vo|dp | qym shvhie`
|h{qiy so`~v{|` dhedp~{y eif~ia|ilk` eilj`so l |is~hl`dqhvie` -p{pfo
S~|ydia`m dhedp~{p ei eilj`s{| p{pf spnjok|e `-fhr`~em`eq l`{q @p~h-
s`l{do s~hf~im `-Fhr`~em`eq Ivi~a{* |ioeipfp~hviey v >33; ~ L`fh k`j`m
l`{q v{so`~ieo` ~h|vhlp -p{pf o s~hmhkli eilj`s{|ykg s~idqyd v q`l a|o`a|oeo`
Jip~`iqv h{qiqeo`l `ayklo @p~hs`l{do`l eif~hay `Fhr`~em`eq hfh{|heh v jo-
{qhsia|o` >33? ~ v [|v`klo* dq~i do`~hvii vvk|i{ Peo @p~hs`l{d \vy-
ko|kimo v sh{|k|`fjeykg diq`fh~oikg nyjon< `-Fhr`~em`eq aji ~m M@SI* `Mi~d`qsjik` {y{q`m |idp-
sv `j`dq~heok|eykg aji Iamoeo{q~iklo Spnjok|e`l 'Vhkgy/
Diq`fh~oi ;< `-Fhr`~em`eq shs~ivoieo` {s~ivehko o vyailehko iamoeo{q~ikyl-
e`l Jok`eklhehvieo` myjovykg shs~|`| {o` IQM Mpjqoniekh 'Sh~qpfijoi/
Eif~hai spnjok|ehko [y{q`m Oebh~mikyley hsi~qy ei [M[ 'Qp~kli/
Eif~hay |i `-p{pfo { qid` eiaivie` v dhedp~{ikg ei v|h~eokqvh p{pf S~|y-
dia`m l`{q dhedp~{ Ahn~y V|~ h~fieo|hviey s~|`| OVS* v ~imikg dq~`fh |h-
{qii ahaiei v >393 ~hdp diq`fh~oi [b`~i p{pf V s~|ylq`l s~|`| OVS m`qhahjhfoo
hk`ey p{pf eilj`so`l |is~hl`dqhviei p{pfi jpn `-p{pfi qh qidi* | dq~`l djo`eko
kgk dh~|y{qi o dq~i pv|fjaeoi {s`kyk|e` vymhfo pyqdhveodv* |i{shdili
shq~|`ny mhjovo` eil{|`~{|`l {sh`k|ehko* eo`|ij`eo` ha vo`dp k|y pmo`lqehko
h~i| {dpq`k|eo` ~h|vo|pl` s~hnj m* dq~y s~|`a eo sh{qivoheh S~|ylqh 6 diq`fh-
~oo n~iehvykg p{pf dhe{pmskyleykg< eie{hv`* mi~d`qoefhv` o mpjqom`aoije`*
oebh~miqyk|e`* hfjeh{sh`k|e`* oebh~mikyle`* dpjqp~ije`* ehe s~hq
;%0% Niaieoi ahqyk|k` v|h~eokqvi `-p{pf v vyn~ieykg d~ilikg
D~qdo` dij`eai~opm ~h|vhlp v|h~eokqvi p{pf>
>339 n~yqyl{di ~mi Jor`zVh~d lidh so`~v{|i |ik|i voiak|y dhm`~kyle`
p{pfo v |id~`{o` s~hl dqhvieoi p{pf
>339 vh{di Ahmp{ Ikia`my v M`aohjieo` |ik|i d{|qiko v do`~pedp s~h-
l`dqhvieoi p{pf
>33> ~mi OA@H vk|yi s~hl`dqhvieo` p{pf ah {vhl`l hb`~qy
>331 shv{qii {`~rok` a`{ofe e`qvh~d 'gqqs330 s~|`|
A`{ofe Khpekoj v Vo`jdo`l N~yqieoo v{di|iy ei n~id |iiefihvieoi s~hb`{lh-
eijeykg s~hl`dqieqv a`{ofep v s~hk`{ s~|yfhqhvieoi p{pf* i qid` ei n~id
voiahmhko ~m h shq~|`no` o pyq`k|ehko vk|`eoi s~hk`{p v|h~eok|`fh
v s~hl`dqhvieo` ehv`l p{pfo
Qin`ji 0%
^hji v|h~eokqvi v ~mikg s~hapdkyleykg o p{pfhvykg
S~hapk`eko P{pfo no|e`{hv`o eie{hv`
P{pfoaji djo`eqv
L`{q oeq`f~ije k|ko a|oiijehko ~my 19 90 2
Haf~yvi vie ~hj ;0 97 90
Haf~yvi eo`vo`jd ~hj 90 ;? 1>
Eo` haf~yvi iae`l ~hjo ? >6 ;6
~ah< iedo`qi A`{ofe Khpekoj s~|`s~hvia|hei v~a 9033 ~m* >330 ~
Qin`ji 2%
Lid ~my vydh~|y{qpl v|h~eokqvh ah qvh~|`eoi ehvykg s~hapdqv o p{pf
S~hapk`eko P{pfo eie{hv`o no|e`{hv`
P{pfo aji djo`e-qv
Do`~hveod s~hl`dqp(|`{s s~hl`dqieqvs~|`s~hvia|i o eia|h~pl` kiy s~hk`{
2; ; 92
S~hl`dqieko pk|`{qeok| v` v{|y{qdokg`qisikg
19 9> 0
>>/ Qpmik|`eo` vi{e` |< [ Mh~oq|* [`~rok` A`{ofe% S~ikq okij Ikk`{ qh ie @rhjroef Bo`ja* Jheaye >330* { 22
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
72/436
69
S~hapk`eko P{pfo eie{hv`o no|e`{hv`
P{pfo aji djo`e-qv
S~hl`dqieko pk|`{qeok| v hd~`jheykg`qisikg
9? > >7
S~hl`dqieko eo` pk|`{qeok| v s~hk`{o` 9; 71 00
~ah< iedo`qi A`{ofe Khpekoj s~|`s~hvia|hei v~a 9033 ~m* >330 ~
V >33; ~hdp ei Peov`~{yq`ko` V`{qmoe{q`~ s~|`s~hvia|heh niaieoi* dq~ykg
k`j`m nyh {s~iva|`eo` v lido {sh{n p{pfo { s~hl`dqhvie` o |i~|a|ie`
Iedo`qy |h{qiy ~h|`{ie` ah m`e`a`~v* dq~|y |i~|a|ijo ~mimo | {`dqh~i
p{pf '~my q~ie{sh~qhv`* h~fieo|ikl` ehe s~hq* ~my | {`dqh~i hkg~hey |a~h-
voi* niedhvhko* pn`|so`k|`/
Sheia 03% iedo`qhvieykg eo` moii shlkoi k|ym l`{q a`{ofe Eo`vo`j` sh-
eia 03% | eokg |eih shlko` oeehviklo
;;% ~m sh{oiaih pahdpm`eqhvie {q~iq`fo ~h|vhlp
>3% ~m hs~ikhvih v bh~mo` so{`me`l s~hk`{ ah{qi~k|ieoi {vhl`l p{pfo
17% iedo`qhvieykg s~|y|eih* ` v okg ~mikg eo` s~hvia|o {o niai ei
q`miq ah{qi~k|ieoi ehvykg p{pf* k| dhsohvii ehv` shmy{y ei p{pfo
ha dhedp~`eklo ijnh ha joa`~v ~yedhvykg Qyjdh eo`vo`jdi k| ~m sh|y-
{dovii shmy{y vyk|eo` | |i{hnv v`veq~|eykg
17% m`e`a`~v s~|y|eih* ` s~|`| 6 jiq shs~|`a|ilkykg niaieo` eo` vo-
a|oih {so{ie`l {s`kydiklo iaeykg ehvykg p{pf
S~hk`ap~y qvh~|`eoi eo` { ahdpm`eqhvie` o dheq~hjhvie`* v |vo|dp | k|ym
mhei vyveoh{dhvi* ` eo` { s~hl`dqhvie` s~|`| s~hb`{lheijo{qv
Vod{|h pk|`{qeodv s~hk`{p qvh~|`eoi p{pf eo` |ail` {hno` {s~ivy* ` q`
p{pfo shaj`fil s~ivoahm o m`qhayk` s~hl`dqhvieoi v|h~eok|`fh
;%2% M`qhay s~hl`dqhvieoi o va~iieoi `-p{pf* {qieai~ay vys~ikhvi-e` v s~hl`dqhvieop `-p{pf ei vo`ko`
S~hk`{ s~hl`dqhvieoi `-p{pf l`{q shahney ah s~hk`{p s~hl`dqhvieoi q~i-
aykyleykg p{pf% [y{q`miqyk|ey o voiahmy s~hk`{ s~hl`dqhvieoi p{pf
l`{q a|o`a|oe ehv* so`~v{|` shvieo`l{|` hs~ikhvieoi ei q`e q`miq sh-
livoy {o ei vo`ko` ei shk|qdp WWO v%
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
73/436
6>
\ dhj`o s~hl`dqhvieo` -p{pf vy~h{h n`|sh~`aeoh | s~hl`dqhvieoi {q~he
oeq`~e`qhvykg* |iaieoi shvo`~|ie`fh shk|qdhvh {imym oebh~miqydhm*i ei{qseo` if`eklhm mi~d`qoefhvym% Eo`vqsjovo` o{qhqe ni~o`~ ~h|-
vhlp l`{q ah{qseh s~|yfhqhvie`l dia~y* moa|y oeeymo `d{s`~qv
p{`~ `ws`~o`ek` h~i| {s`klijo{qv `~fhehmoo oeq`~b`l{p `j`dq~heok|e`fh%
V q`l {yqpiklo vi~qh mo` voiahmh* ` s~hk`{ s~hl`dqhvieoi `-p{pf hso{i-
ey v eoeo`l{|ym ~h|a|oij` eo` l`{q {|`~hdh ~h|shv{|`kgeohey o {qiehvo ~ik|`l
ah~hn`d v{do`l f~psy {s`klijo{qv* vyvha|kykg {o | f~hei idia`mokdo`fh*
vohakykg ~m s~hl`dqhvykg* dq~` sh{|`~|il sh{oiaie` dhms`q`ekl` |vo|i-
e` ahqykgk|i{ | s~hl`dqhvieo`m s~hapdqp jpn v~`{|ko` s~hl`dqieqv |iq~paeoi-
eykg s~|`| eilvod{|` ~my qvh~|k` hs~hf~imhvieo`
V |ij`ehko ha qysp `-p{pfo* vymifie` l`{q |is~hl`dqhvieo` hd~`jheykg
bpedklheijehko v sh{|k|`fjeykg vi~{qvikg i~kgoq`dqp~y `-p{pfo;;/ [ Mh~oq|* [`~rok` A`{ofe* S~ikq okij Ikk`{{ qh `rhjroef `ja* Jheaye >330
-
7/23/2019 Raport Wzornictwo e-usug. Analiza stanu wzornictwa usug wiadczonych drog elektroniczn i perspektywy ich rozwoju w Polsce
74/436
6;
^y{pe`d 90%
Mha`j v|h~eokqvi p{pf
~ah< [ Mh~oq|* hs% koq
Kgh v|h~eokqvh `-p{pfo dhli~|y {o eilk|ko`l | s~hl`dq`m {q~hey vvv*
v ~|`k|yvo{qhko hn`lmpl` heh v{|y{qdo` sh|ohmy i~kgoq`dqp~y p{pfo* shahn-
eo` lid s~hl`dqhvieo` v|h~eok|` s~hapdqp hn`lmpl l`fh v{|`jdo` i{s`dqy* eo`
qyjdh |`veq~|e {qyjo|ikl@-p{pfo sh{oiail |`{qiv {s`kyk|eykg iq~ynpqv* hd~`jilkykg okg lidh
o {