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New Technologies to Improve Citizen Services (RS0010)



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): Ministry of the Interior, Civil Society Organizations

Policy Areas


IRM Review

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

Starred: No

Early Results: Did Not Change

Design i

Verifiable: Yes

Relevant to OGP Values: Access to Information , Technology

Potential Impact:

Implementation i



Establishment of new services through the use of new technologies provides the opportunity for state institutions to provide their citizens with services, and easy and simple access to services. These new services should ensure that people get the necessary information in an easier and more accessible way, and to enable them to electronically perform a number of actions that are primarily related to the state administration authorities. This will allow time saving for citizens and administrative authorities and reduce unnecessary bureaucracy and costs that require too complicated bureaucratic procedures. The aim is, firstly, to ensure that all activities regaring the issuance of identity documents could be electronically completed, and, later, to spread this trend to other activities

IRM End of Term Status Summary

Commitment 10. New technologies to improve citizen services

Commitment Text:

1.     Establishing “Electronic Bulletin Board“ in all police departments and stations, and Ministry of Interior

a.     To set up kiosks in police stations where citizens can get the information on procedures for obtaining services, or submit the request for services from eGovernment portal

b.     Providing payment of administrative fees via credit cards, at kiosks

2.     The realization of electronic services related to issuance of personal documents to a level limited by the obligatory presence of citizens due to identification and biometric data

a.     Procurement of equipment and installation

b.     Service getting started

Responsible Institution(s): Ministry of E-Government

Supporting Institution(s): Ministry of the Interior; CSOs

Start Date: Ongoing                                                                End Date: Quarter IV 2015


Commitment aim:

This commitment was designed to improve the provision of public services and, eventually, to reduce bureaucratic costs for citizens and public authorities. This commitment targets public services provided by the Ministry of Interior. Specifically, the Ministry could issue personal documents and other services quicker and services could be made more easily accessible to the citizens.


Midterm: Limited

Both activities in the commitment stalled around the testing stage, and no progress was made toward completion within the first year of the implementation cycle. Interviews the IRM researchers conducted with relevant stakeholders indicated that the activities represented significant challenges for the Directorate for E-Government because there was not enough available funding to implement the technology-focused activities. For more information, see the 2014-2015 Serbian midterm IRM report.

End of term: Limited

A government source who preferred to remain undisclosed, stated in early September 2016 that the commitment to establish an “Electronic Bulletin Board” was abandoned due to financial constraints. The source identified financial constraints as the reason for no progress on electronic issuance of personal documents. However, a government source and an independent ICT expert indicated that progress was made in terms of foundations for the services, but that the implementation of the services still requires work. Hence, the overall level of completion of this commitment within the researched time frame remains limited.

Did it open government?

Access to information: Did not change

The efficiency of public services in Serbia ranks relatively low in comparison with neighboring EU Member States.[Note 43: “Public Sector Efficiency Index in Post-Transitional European Countries for 2015,”] Furthermore, online public services that should be available to citizens and Serbian government entities’ information systems lack the improvements needed to raise their usage and efficiency. For the IRM researchers, this commitment, as written, had limited relevance for OGP values given that the second milestone had no public-facing element. Hence, while the “Electronic Bulletin Board“ could have increased access to information, the fact that work on the bulletin board was halted means that no change in government openness was achieved. Overall, taking into consideration the stage of the first milestone and the unclear OGP-relevance of the second, this commitment resulted in no changes in government openness in Serbia.

Carried forward?

Neither the commitment as written, nor a similar commitment, are included in the 2016-2018 action plan.


  1. Increasing Transparency and Participation in Parliament

    RS0042, 2018, Civic Space

  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

    RS0002, 2014, Anti-Corruption

  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, Anti-Corruption

  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, Anti-Corruption

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