Digital management (ME0087)

A brief description of the obligation

Accelerating the digital transformation of public administration in Montenegro through improving system interoperability, developing advanced electronic services, strengthening cyber security and increasing digital literacy of citizens and public servants, with the implementation of artificial intelligence in public processes.

1. What problem does this commitment aim to solve?

Since 2021, Montenegro has made significant progress in the digital transformation of public administration, in particular through the project "E-services and digital infrastructure in response to COVID-19" funded by the European Union. This project has resulted in over 45 new e-services, a new eGovernment portal and an improved user experience. However, the analysis shows that progress has been fragmented and slower than expected, as the country has not yet harnessed the full potential of digital transformation to ensure an efficient and transparent state administration. Digital governance in Montenegro is characterized by fragmented implementation of digital solutions, insufficient interoperability between systems, limited application of artificial intelligence and uneven digital capacities between central institutions and local governments. Despite the fact that over 45 electronic services have been developed through EU projects, many institutions still operate with outdated processes, and citizens and businesses have not fully exploited the potentials of digitalization.

2.What are the causes of the problem?

• Insufficient coordination between institutions responsible for digital transformation • Uneven development of digital capacities among state bodies and local governments • Limited interoperability between existing information systems and registers • Lack of skilled workers with the necessary digital skills • Fragmented implementation without a unified e-government architecture • Cybersecurity risks, especially after the 2022 attacks • Insufficient digital literacy of citizens (only 25% fully digitally literate) • The initial phase in the application of artificial intelligence without a strategic approach

Description of the obligation

What has been done so far to solve the problem?

The Ministry of Public Administration has achieved significant results through various projects and initiatives: • The project "E-services and digital infrastructure in response to COVID-19" was implemented, which resulted in over 45 new electronic services • The Coordination Body for the Management of the Digital Transformation Process has been established, which brings together representatives of key institutions in order to ensure horizontal coordination and supervision of the implementation of reform measures in the field of digitalization • An Operational Team has also been formed to monitor the implementation of the Service Plan for Digitalization, which operationally monitors progress and provides recommendations for further steps. • The Service Plan for Digitalization was adopted, as a central document that defines priorities, deadlines and responsible institutions for the digitalization of 171 services by the end of 2027. The plan has a clear year-by-year dynamic, including a target of 57 services in 2025 • The Digital Transformation Strategy of Montenegro 2022-2026 was adopted as the central document for the construction of "Digital Montenegro" • A new e-Government portal has been established • An Open Data Portal (data.gov.me) has been developed that is integrated with the European Open Data Portal • Improved systems such as eDMS (electronic document management system) and eSV (electronic system for monitoring government sessions) have been implemented • The GovME CA Certification Body was established, making the Ministry of Public Administration a qualified provider of electronic trust services for the first time. This creates all the prerequisites for the safe and controlled use of digital services, in accordance with European standards. Seven standardized trust services are now available to state administration bodies, speeding up administrative processes, strengthening citizens' trust in e-government and paving the way for further digital transformation of Montenegro. • A new Metaregister has been established, which represents an important step towards the accelerated digitalization of public administration, as it enables better inter-institutional coordination, reduction of administrative barriers and faster exchange of data. It brings together more than 170 electronic registers, information systems and web services from various institutions. • The Government's Monitoring, Detection and Incident Response Operations Centre (GSOC) was formed following the 2022 cyberattack • In order to raise the level of trust with international partners, the process of obtaining TF-CSIRT accreditation has been initiated. • The development of the National Plan for Response to Cyber Threat, Serious Cyber Threat, Incidents and Cyber Crisis is also in the final phase. • The process of creating a list of key and important entities in accordance with the Law on Information Security has begun. • Certain activities have been launched and implemented as part of the project "Digital Transformation of Local Self-Governments" (2024-2025), which is implemented with the support of UNOPS/ITU • The first Report on Readiness for the Application of Artificial Intelligence in Public Administration has been presented13

2.What solution is proposed?

• Strengthening interoperability and a single eGovernment architecture: Development of a unique e-government architecture that enables seamless/continuous exchange of data between electronic registers or institutions Expansion of the capacity of the Single System for Electronic Data Interchange (JSERP) to connect all electronic registers Implementation of the national interoperability framework at all levels of public administration, which is aligned with the European Framework of 2024 • Digitalization of Transaction Services: Implementation of the plan for full digitalization of transactional public electronic services at the national and local level Using the IBM BPM platform to automate business processes across multiple institutions Development of 24/7 digital services for citizens and businesses • Cyber Security and Resilience: Strengthening GSOC and Implementation of the Law on Information Security as a Transposition of the NIS2 Directive Capacity development through the Regional Cyber Security Center (WB3C and other international partners) in Podgorica Implementation of advanced systems of protection against cyber threats. Establishment of a laboratory that will enable the analysis and testing of security threats, and at the same time be an internal training center in order to share knowledge and experience gained in the previous period. • Capacities and digital literacy: Expansion of the new eAcademy program for continuous training of civil servants Implementation of programs to increase digital literacy of citizens through partnership with ZZZCG Strengthening digital competences through cooperation with the Parliament of Montenegro • The use of artificial intelligence: Development and implementation of the first national Strategy on Artificial Intelligence Integration of AI tools on Government portals, eGovernment, Open data Focusing on sectors with competitive advantages: tourism, energy, environment, health • Local digitization: Support to local self-governments through the project "Digital Maturity Assessments"14 Standardization of digital services at the local level Regional workshops for the exchange of best practices 3. What results are to be achieved by the realization of this obligation? With the implementation of this commitment, it is expected to: • Increase the number of transactional electronic services from the current 45 to at least 150 by the end of 2029. • Strengthening interoperability through the interconnection of all key registers and state administration systems • Cyber security - implementation of the NIS2 Directive and strengthening national capacities for incident response, ensuring citizens' trust, protecting open data and ensuring a secure digital environment. • Digital literacy - increase from the current 25% to 45% of fully digitally literate citizens • Local digitalization - all local governments have a basic digital environment and e-services • User Experience - 90% customer satisfaction with electronic services (currently around 50%)

1. How does this commitment promote transparency?

The commitment strengthens transparency through the development of advanced open data portals, the implementation of proactive disclosure of information through digitized processes, and enabling citizens to have easier access to information through 24/7 available electronic services. AI tools will enable the automatic generation of reports and analyses, making the work of public administration more visible and understandable.

2. How does this obligation promote accountability? Digitization of processes enables full transparency and monitoring of administrative procedures, and electronic signatures and recording time ensure documented accountability. The GSOC system provides continuous monitoring of cybersecurity, while AI tools enable predictive analysis and timely response to problems. Interoperability between systems facilitates the control and auditing of processes.

3. How does this obligation improve the participation of citizens in defining, implementing and monitoring solutions? Digital platforms enable continuous collection of feedback from users of electronic services, while AI chatbots provide 24/7 support and answer citizens' questions. The eGovernment Portal will include functionalities for online consultations and proposals, and local governments will digitally transform their processes. Digital literacy programs enable citizens to participate more actively in digital processes

Key steps | Expected outcomes | Expected period of completion | Stakeholders

1. Development and implementation of the National Strategy on Artificial Intelligence | Adopted strategy and the first AI tools integrated into the portals of the Government, eGovernment, Open data Risk Assessment Tool (Risk Assessment Tool) Preparation of reports according to UNESCO methodology | Q4 2027

2. Strengthening interoperability and expansion of JSERP systems | Linked key registers and full electronic exchange of data between institutions established | Q2 2027

3. Implementation of advanced cyber security systems and NIS2 directive | Strengthened cyber resilience and established 24/7 GSOC monitoring | A well-functioning Cyber Security Agency has been established Q4 2027.

4. Digitalization of transaction services and digital transformation at the local level | At least 100
electronic services available 24/7 in accordance with digitized template services at the central and local level Q1 2029. | Coordinator: Ministry of Public Administration

5. Increasing digital literacy and AI capacity 45% of digitally literate citizens and the systemic application of AI in public administration 2029. | 45% of digitally literate citizens and the systemic application of AI in public administration | 2029 | Coordinator: Ministry of Public Administration