End of Commitment Report – Enhancing Access to Municipal Services for Citizens through E-Governance

Name of Evaluator

Egzon Pacolli

Email

[email protected]

Member Name

Pristina, Kosovo

Action PlanAction plans are at the core of a government’s participation in OGP. They are the product of a co-creation process in which government and civil society jointly develop commitments to open governmen... Title

Action plan – Pristina, Kosovo, 2024 – 2025

CommitmentOGP commitments are promises for reform co-created by governments and civil society and submitted as part of an action plan. Commitments typically include a description of the problem, concrete action...

Enhancing Access to Municipal Services for Citizens through E-Governance

Title

Enhancing Access to Municipal Services for Citizens through E-Governance

Action

The Municipality of Pristina is committed to advancing digital governanceAs evolving technologies present new opportunities for governments and citizens to advance openness and accountability, OGP participating governments are working to create policies that deal with the ... More by expanding and improving its e-services and municipal operations. A major component of this commitment is the upgrade of 16 e-kiosks to include digital services for obtaining possession sheets and copies of plans, addressing the high demand for these documents. In 2023 alone, 49.29% of the 36,763 cases handled by the Cadastre Directorate were requests for possession sheets and plan copies. By digitalizing this service, the municipality aims to reduce waiting times, increase accessibility, and improve overall efficiency. Additionally, through the eKosova platform, 1,502 possession sheets were downloaded in 2023, generating €6,008 in revenue, demonstrating the potential of digital services. The municipality is also implementing an AI-powered transcription system for Municipal Assembly sessions, the Committee for Politics and Finance, and other committees. Furthermore, the launch of new municipal websites will include a dedicated module in the Assembly Section for Municipal Assembly Supporting Materials. This feature will notify citizens of session agendas and materials in advance, enabling them to contact their representatives to discuss topics of interest, fostering greater public involvement in decision-making. The overall objective of this commitment is to enhance transparencyAccording to OGP’s Articles of Governance, transparency occurs when “government-held information (including on activities and decisions) is open, comprehensive, timely, freely available to the pub... More, efficiency, and citizen participationAccording to OGP’s Articles of Governance, citizen participation occurs when “governments seek to mobilize citizens to engage in public debate, provide input, and make contributions that lead to m... More by leveraging digital technologies and innovative solutions.

Problem

Despite advancements in the municipality’s digital governance, access to municipal services across all neighborhoods remains a significant challenge. Most citizens are still required to physically visit municipal offices to access services, leading to inefficiencies, delays, and unnecessary congestion. This issue disproportionately affects economically disadvantaged individuals and those living in remote areas, who face additional financial and logistical burdens to access services. Moreover, a lack of public educationAccountability within the public education system is key to improving outcomes and attainment, and accountability is nearly impossible without transparent policies and opportunities for participation ... and awareness about the availability of online information and guides on platforms such as the municipality’s official website and Pristina Online exacerbates the problem. Many citizens are unaware of how to navigate these platforms or find the necessary information about procedures for specific services. As a result, citizens frequently visit municipal offices only to gather information, creating unnecessary crowds and delays, before returning a second time to complete the required procedures.

1.1 What was the overall level of progress in the commitment implementation at the time of this assessment?

Complete

Provide a brief explanation of your answer:

At the time of this assessment, the overall level of progress in implementing the commitment “Enhancing Access to Municipal Services for Citizens through E-Governance” is assessed as complete. The Municipality made measurable progress in developing and expanding digital platforms that allow citizens to access municipal services online, reducing the need for in-person visits and improving service efficiency.

Key planned activities, such as the digitalization of selected municipal services, improvements to the municipal website, and the introduction of online applications and information tools, were implemented or were in advanced stages of implementation. These improvements are objectively verifiable through the availability and functionality of e-services, increased online access points for citizens, and documented use of digital systems by municipal departments.

While some activities may still require further refinement or full integration across all services, the commitment has largely achieved its intended objectives. Overall, the implementation demonstrates clear progress toward improving accessibility, transparency, and efficiency of municipal services through e-governance.

Evidence 1: Publication Gazeta Express

Evidence 2: Prishtina online

1.2 Describe the main external or internal factors that impacted implementation of this commitment and how they were addressed (or not).

The implementation of the commitment “Enhancing Access to Municipal Services for Citizens through E-Governance” was influenced by several internal and external factors. Internally, one of the main challenges was limited institutional capacity, particularly the need for technical expertise and staff training to develop, manage, and maintain digital platforms. This was addressed through internal coordination among municipal departments, gradual capacity buildingEnhancing the skills, abilities, and processes of public servants, civil society, and citizens is essential to achieving long-lasting results in opening government. Technical specifications: Set of ac..., and the use of existing digital infrastructure, which allowed the municipality to continue implementation despite resource constraints.

Another internal factor was the need for interdepartmental coordination to ensure that different municipal services were aligned and integrated into e-governance systems. While this initially slowed implementation, clearer role definitions and improved internal communication helped overcome these challenges over time.

Externally, varying levels of digital literacy among citizens affected the uptake and effective use of e-services. To address this, the municipality focused on maintaining parallel access channels (both online and in-person) and providing clear online instructions to make digital services more user-friendly. Additionally, external factors such as budget limitations and broader public sector digitalization frameworks influenced the pace of implementation, although these did not prevent the completionImplementers must follow through on their commitments for them to achieve impact. For each commitment, OGP’s Independent Reporting Mechanism (IRM) evaluates the degree to which the activities outlin... More of key activities.

Overall, while these factors created challenges, they were partially addressed through adaptive implementation, phased roll-out of services, and ongoing efforts to strengthen institutional capacity and citizen access.

1.3 Was the commitment implemented as originally planned?

Most of the commitment milestones were implemented as planned

Provide a brief explanation of your answer:

The commitment was largely implemented as originally planned, with the main objectives and activities successfully carried out. Core actions, such as improving access to municipal services through digital platforms, expanding the availability of e-services, and strengthening online information for citizens, were implemented in line with the initial commitment design.

However, some activities required minor adjustments in terms of timelines and sequencing due to institutional capacity constraints and the need for additional coordination among municipal departments. These adjustments did not change the overall scope or intent of the commitment but allowed for a more realistic and effective implementation.

Overall, despite minor adaptations, the commitment remained aligned with the original plan and achieved its intended outcomes of improving accessibility, efficiency, and transparency of municipal services through e-governance.

Evidence 1: Publication Gazeta Express

Evidence 2: Prishtina online

2.1.1. – Did the government disclose more information; improve the quality of the information (new or existing); improve the value of the information; improve the channels to disclose or request information or improve accessibility to information?

Yes

Degree of result:

Outstanding

Explanation: In narrative form, what has been the impact on people or practice.

The commitment “Enhancing Access to Municipal Services for Citizens through E-Governance” has had an outstanding impact on both citizens and municipal practices. For citizens, the introduction and expansion of e-governance services significantly improved access to municipal services by reducing administrative barriers, waiting times, and the need for physical presence at municipal offices. Residents are now able to obtain information, submit requests, and access services more easily and transparently, which has increased convenience and trust in local government.

From an institutional perspective, the commitment transformed municipal practices by modernizing service delivery and promoting a more efficient, transparent, and citizen-centered approach. Digital tools improved internal workflows, reduced paperwork, and enhanced coordination among departments. This shift encouraged greater accountability, as service processes became more traceable and measurable.

Overall, the results are considered outstanding because the commitment delivered tangible, long-lasting improvements in service accessibility and quality, strengthened transparency, and established a sustainable foundation for further digital transformationGovernments are working to increase access to and quality of government services, improve transparency, and create opportunities for participation by using information and communications technologies.... More. The positive change in both citizen experience and administrative culture demonstrates a meaningful and impactful application of open government principles in practice.

Evidence 1: Publication Gazeta Express

Evidence 2: Prishtina online

2.1.2. – Did the government create new opportunities to seek feedback from citizens/enable participation inform or influence decisions; improve existing channels or spaces to seek feedback from citizens/enable participation/ inform or influence decisions; create or improve capabilities in the government or the public aimed to improve how the government seeks feedback from citizens/enables participation/ or allows for the public to inform or influence decisions?

Yes

Degree of result:

Outstanding

Explanation: In narrative form, what has been the impact on people or practice.

The commitment delivered an outstanding result because it significantly strengthened the government’s capacity to seek feedback from citizens and enabled more meaningful public participationGiving citizens opportunities to provide input into government decision-making leads to more effective governance, improved public service delivery, and more equitable outcomes. Technical specificatio... in municipal decision-making. Through e-governance tools and digital platforms, citizens gained new and improved channels to submit feedback, requests, and concerns, making participation more accessible, timely, and inclusive.

In practice, this shifted the relationship between the municipality and residents from a largely one-way service model to a more interactive and responsive approach. Citizens are now better informed and more empowered to influence municipal services and policies, while municipal departments are able to systematically collect, track, and respond to public input. This has led to improved service quality, increased transparency, and greater trust in local government.

The result is considered outstanding because these changes are not symbolic but structural: they have introduced sustainable mechanisms for participation, improved institutional responsiveness, and embedded citizen feedback into every aspect.

Evidence 1: Publication Gazeta Express

Evidence 2: Prishtina online

2.1.3 Did the government create or improve channels, opportunities or capabilities to hold officials answerable to their actions?

Yes

Degree of result:

Outstanding

Explanation: In narrative form, what has been the impact on people or practice.

The commitment created and improved concrete channels that strengthen accountability and allow citizens to hold municipal officials accountable for their actions. Through e-governance platforms and digital service systems, citizens can track the status of their requests, submit complaints, and receive documented responses from municipal departments. This has increased transparency in decision-making and service delivery, making it clearer who is responsible for specific actions and outcomes.

Evidence 1: Publication Gazeta Express

2.1.4 Other Results

Yes

Degree of result:

Outstanding

Explanation: In narrative form, what has been the impact on people or practice.

In addition to the outcomes already described, the commitment produced several complementary results that further strengthened municipal governance and service delivery. The implementation of e-governance tools contributed to improved data collection and record-keeping, enabling the municipality to better analyze service demand, identify recurring issues, and plan future improvements based on evidence rather than assumptions.

The commitment also fostered a culture of innovation within the municipal administration, encouraging staff to adopt digital solutions and more citizen-oriented practices. This shift has increased internal efficiency and laid the groundwork for scaling up e-services in other policy areas. Furthermore, improved digital communication channels enhanced inclusiveness by reaching citizens who may have previously faced barriers to accessing information or services.

Overall, these additional results reinforce the sustainability of the commitment and demonstrate its broader institutional impact beyond the initially defined objectives.

Evidence 1: Publication Gazeta Express

Evidence 2: Prishtina online

2.2 Did the commitment address the public policy problem that it intended to address as described in the action plan?

Yes

Provide a brief explanation of your answer:

The commitment effectively addressed the public policy problem it intended to tackle, namely, limited access to municipal services, low transparency, and insufficient citizen participation in local decision-making. By introducing and expanding e-governance platforms, the municipality provided citizens with easier, faster, and more transparent ways to interact with government services. This directly responded to the barriers identified in the action plan, improving accessibility, accountability, and public engagement.

The practical impact demonstrates that the commitment not only implemented the planned activities but also delivered tangible solutions to the original policy challenge, creating lasting improvements in how citizens access services and engage with local government.

Evidence 1: Publication Gazeta Express

Evidence 2: Prishtina online

3. Provide at least one lesson or reflection relating to the implementation of this commitment. It can be the identification of key barriers to implementation, an unexpected help/hindrance, recommendations for future commitments, or if the commitment should be taken forward to the next action plan.

A key lesson from the implementation of this commitment is the importance of building both institutional capacity and citizen digital literacy in parallel. While the e-governance platforms successfully improved access to services, initial challenges included limited technical expertise among municipal staff and varying levels of familiarity with digital tools among citizens. Addressing these simultaneously—through staff training, clear guidance materials, and public awareness campaigns—proved critical to achieving high uptake and effective use of the services.

For future commitments, it is recommended to continue expanding e-governance services while ensuring ongoing support for both staff and citizens. This commitment demonstrates strong potential for continuity and should be taken forward into the next action plan, with an emphasis on scaling services, enhancing user experience, and further integrating citizen feedback mechanisms into municipal decision-making.