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e-Governmental Portal Awareness and Mobile Application (RS0008)



Action Plan: Serbia First Action Plan 2014-2015

Action Plan Cycle: 2014

Status: Inactive


Lead Institution: Ministry in charge of e-government

Support Institution(s): Human Resource Management Office, Civil Society Organizations

Policy Areas

E-Government, Public Participation

IRM Review

IRM Report: Serbia End-of-Term Report 2014-2016, Serbia Progress Report 2014-2016

Starred: No

Early Results: Major Major

Design i

Verifiable: Yes

Relevant to OGP Values: Access to Information , Civic Participation , Technology

Potential Impact:

Implementation i



The use of ICT in the public administration system is directly related to improvement of the efficiency and effectiveness of the system. Specifically, ICT provides development of all segments of the public administration, their interconnection and cooperation and the fulfillment of the objectives related to access and availability of information of public interest.
Greater use of e-Government portal by the interested public shall contribute to more efficient and transparent work of state administration and also other parts of public administration. To have an effective portal it is necessary to continuously train civil servants and employees in other areas of public administration to use it to its full capacity. Also, it is necessary to promote functionality and services that portal can provide to citizens and businesses, as well as to employees in public administration.

IRM End of Term Status Summary

Commitment 8. E-government portal awareness and mobile application

Commitment Text:

1.     Raising awareness and knowledge regarding the operation and use of eGovernment portal:

a.     training for all categories of portal users (processors, persons which generate services, users from technical inspection, driving schools that use the system, appointed individuals from public authorities that sets public hearings, etc ...).

b.     General training of civil servants on e-government and e-Government portal.

c.     Implementation of promotional activities and campaigns regarding the eGovernment portal.

2.     Improving eGovernment Portal to enable the use by mobile phones and other mobile devices:

a.     development of applications for mobile phones by which it will be possible to access and use the portal through a mobile phone

Responsible Institution(s): Ministry of E-Government

Supporting Institution(s): Human Resources Management Office; CSOs

Start Date: Ongoing                                                               End Date: Ongoing



Commitment aim:

This commitment intended to increase the number of stakeholders using the Serbian public administration system’s online public services, the e-government portal.


Midterm: Limited

One of the activities this commitment proposed, trainings for portal users and civil servants, was completed substantially in the first year. However, awareness-raising through promotional activities and campaigns led to a lack of specificity in the commitment as well as the inability to assess the impact of these activities in the short term. Mobile phone applications were not developed due to budgetary constraints, and it was unclear whether they would be developed in the upcoming period. For more information, see the 2014-2015 Serbian midterm IRM report.

End of term: Substantial

With regards to raising awareness, progress was found in the second year in terms of implementing promotional activities and campaigns. Namely, an analysis of the media coverage of the portal reveals that the portal’s use increased extensively in the past year. This is best demonstrated by the portal’s two-millionth citizen service request in March 2016.[Note 34: “Na Portal eUprava Stigao Dvomilioniti Zahtev [E-Government Portal Receives Two-Millionth Request],” B92, 18 March 2016,] Additionally, for example, from October 2015 to March 2016, the number of registered users increased by almost 12 percent.[Note 35: “Na Portal eUprava Stigao Dvomilioniti Zahtev [E-Government Portal Receives Two-Millionth Request],”] Mobile applications were not developed according to the second milestone. The IRM researchers tried using the portal on both Android and iOS devices and found that, on mobile phones and similar devices, the portal is not user-friendly, is a time-consuming, and is a demanding process. Significant progress could have been made if the e-government portal had been optimized for mobile use; however, given that the e-government portal cannot be accessed easily by mobile phones or other mobile devices,[Note 36: E-Government Portal, Republic of Serbia, ] the overall completion level of this commitment is substantial rather than fully completed.

Did it open government?

Access to information: Major

Civic participation: Marginal

Increasing the use of online public services on the e-government portal in Serbia is a necessary step for removing excessive burdens on citizens, businesses, and civil servants and for enabling more transparent public services. While the completion of the awareness-raising activities created a major boost in the awareness of the portal, as demonstrated through the increased number of users and public service requests on the portal, users cannot access the online services on their mobile devices. However, an ICT expert who has worked with a number of ministries indicated that the application would not necessarily be a successful and cost-efficient strategy because it may not significantly improve accessibility to the online public services or increase the number of citizens using these services.

With regards to the portal, civil society representatives reported different experiences that ranged from successful access to services to failed attempts of using the available services. Failed attempts ended up requiring more of citizens’ time because civil servants in the public administration did not take into account the results of online services (e.g. scheduling a meeting) and required citizens to repeat the process online.[Note 37: These experiences came out of interviews and consultations the IRM researchers had with civil society representatives, entrepreneurs, and citizens, and appear to be more prevalent on the local level, although this was not assessed quantitatively but solely qualitatively.] However, there is a trend of successful services. For example, the service of signing up children for kindergarten in Belgrade[Note 38: “New electronic service - Online Applications for Kindergarten in Belgrade Available from 9 May,” E-Government Portal, 4 May 2016, [Serbian]] was one of the most commended by the media. The service allowed parents to go through the process in one electronic form and without financial costs, which was not the case in previous years where multiple forms needed to be collected and submitted in person.[Note 39: M. Simić Miladinovic, “Onlajn Upis u Vrtiće [Online Applications for Kindergarten],” Politika, 4 May 2016, [Serbian]] The way the portal placed emphasis on services more widely used or needed by citizens demonstrates a positive, although marginal, effect on civil participation.

Overall, even with the partial implementation of this commitment, it produced a fairly extensive effect on civic participation and majorly affected access to information, given that the number of awareness-raising promotional activities and trainings significantly affected the level of knowledge and awareness of the online public services available through the e-government portal.

Carried forward?

The commitment was not carried forward, nor are other commitments directly related to the e-government portal included in the 2016-2018 action plan, although the e-Government Directorate is in charge of commitment 8, which aims at developing a central Open Data Portal.




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  2. Publishing Budget Law

    RS0028, 2018, E-Government

  3. e-Calendar for Financing Civil Society

    RS0029, 2018, Anti-Corruption

  4. Publish Data on Environmental Protection Funds

    RS0030, 2018, Access to Information

  5. Opening Data for Public Calls for Media Development

    RS0031, 2018, Access to Information

  6. Open Data Reports on CSOs

    RS0032, 2018, Access to Information

  7. Amending Media Registration Bylaws

    RS0033, 2018, E-Government

  8. Assistance with and Monitoring of Adoption of LAP

    RS0034, 2018, Anti-Corruption

  9. Updating of Electoral Roll

    RS0035, 2018, Anti-Corruption

  10. ePaper

    RS0036, 2018, E-Government

  11. e-Notice Board

    RS0037, 2018, E-Government

  12. Improving Proactive Transparency – Information Booklet

    RS0038, 2018, Access to Information

  13. Access to Information Law

    RS0039, 2018, Access to Information

  14. Cooperation with CSOs on Regulations

    RS0040, 2018, Capacity Building

  15. E-Civic Engagement

    RS0041, 2018, E-Government

  16. Develop a Model of Job Description or Part of Job Description of an Officer Responsible for Cooperation with Civil Society in Local Administration

    RS0014, 2016, Capacity Building

  17. Organise Trainings for Public Administration Officers in Connection with the Application of the Guidelines on Inclusion of Civil Society Organisations in the Process of Passing Regulations

    RS0015, 2016, Capacity Building

  18. Organise Trainings for CSO in Connection with Application of the Guidelines on Inclusion of Civil Society Organisations in the Process of Passing Regulations

    RS0016, 2016, Capacity Building

  19. Improve the System for Collecting Initiatives from Citizens and Businesses

    RS0017, 2016, Capacity Building

  20. Introducing Standards for Civic Participation in the Public Policy Management System

    RS0018, 2016, Capacity Building

  21. Improving Proactive Transparency – Information Booklet

    RS0019, 2016, Capacity Building

  22. Amendments to the Law on Free Access to Information of Public Importance

    RS0020, 2016, Access to Information

  23. Development of an Open Data Portal

    RS0021, 2016, Access to Information

  24. Draft a Bylaw Based on the Guidelines for Evaluation of Websites

    RS0022, 2016, Access to Information

  25. Improve the Institute of Public Hearing in the Drafting of Laws

    RS0023, 2016, Legislation & Regulation

  26. Development of a Uniform Methodology for Planning, Monitoring and Performance Evaluation of Programmes and Projects Implemented by Civil Society Organisations and Monitoring the Spending of Allocated Funds

    RS0024, 2016, Capacity Building

  27. Amend the Regulation on Funds to Support Programmes or Missing Amount of Funds for Programmes of Public Interest Implemented by Associations

    RS0025, 2016, Capacity Building

  28. Enactment of a Law on Electronic Documents, Electronic Identification and Trusted Services in Electronic Business

    RS0026, 2016, Capacity Building

  29. Establish a Single Public Register of Administrative Procedures and Other Conditions for Pursuing a Business Activity

    RS0027, 2016, Capacity Building

  30. Transparency in Monitoring Budget Expenditures

    RS0001, 2014, Capacity Building

  31. Law on Financing Political Activities

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  32. Transparent Public Procurement Procedures

    RS0003, 2014, Anti-Corruption

  33. Transparent Financing of Civil Society Organizations

    RS0004, 2014, Civic Space

  34. Extending and Clarifying Responsibilities of the Anti-Corruption Agency

    RS0005, 2014, Anti-Corruption

  35. Whistleblower Protection Trainings and Campaigns

    RS0006, 2014, Anti-Corruption

  36. Draft Law Regulating Inspections in Public Administration

    RS0007, 2014,

  37. e-Governmental Portal Awareness and Mobile Application

    RS0008, 2014, E-Government

  38. Starred commitment Public Administration Website Harmonization and Amendments to the Law on Free Access to Information of Public Importance

    RS0009, 2014, Access to Information

  39. New Technologies to Improve Citizen Services

    RS0010, 2014, E-Government

  40. Cooperation with Civil Society Organizations in Public Policymaking

    RS0011, 2014, Civic Space

  41. Citizen Participation in Local Government Affairs

    RS0012, 2014, Public Participation

  42. Civil Society Participation in Monitoring the Public Administration (PAR) Strategy

    RS0013, 2014, Public Participation

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