New Technologies to Improve Citizen Services (RS0010)
Overview
At-a-Glance
Action Plan: Serbia First Action Plan 2014-2015
Action Plan Cycle: 2014
Status: Inactive
Institutions
Lead Institution: Ministry in charge of e-government
Support Institution(s): Ministry of the Interior, Civil Society Organizations
Policy Areas
E-GovernmentIRM 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
Implementation i
Description
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.
Status
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,” http://bit.ly/2gaObFm] 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.
Commitments
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Increasing Transparency and Participation in Parliament
RS0042, 2018, Civic Space
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Publishing Budget Law
RS0028, 2018, E-Government
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e-Calendar for Financing Civil Society
RS0029, 2018, Anti-Corruption
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Publish Data on Environmental Protection Funds
RS0030, 2018, Access to Information
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Opening Data for Public Calls for Media Development
RS0031, 2018, Access to Information
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Open Data Reports on CSOs
RS0032, 2018, Access to Information
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Amending Media Registration Bylaws
RS0033, 2018, E-Government
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Assistance with and Monitoring of Adoption of LAP
RS0034, 2018, Anti-Corruption
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Updating of Electoral Roll
RS0035, 2018, Anti-Corruption
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ePaper
RS0036, 2018, E-Government
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e-Notice Board
RS0037, 2018, E-Government
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Improving Proactive Transparency – Information Booklet
RS0038, 2018, Access to Information
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Access to Information Law
RS0039, 2018, Access to Information
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Cooperation with CSOs on Regulations
RS0040, 2018, Capacity Building
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E-Civic Engagement
RS0041, 2018, E-Government
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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
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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
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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
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Improve the System for Collecting Initiatives from Citizens and Businesses
RS0017, 2016, Capacity Building
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Introducing Standards for Civic Participation in the Public Policy Management System
RS0018, 2016, Capacity Building
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Improving Proactive Transparency – Information Booklet
RS0019, 2016, Capacity Building
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Amendments to the Law on Free Access to Information of Public Importance
RS0020, 2016, Access to Information
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Development of an Open Data Portal
RS0021, 2016, Access to Information
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Draft a Bylaw Based on the Guidelines for Evaluation of Websites
RS0022, 2016, Access to Information
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Improve the Institute of Public Hearing in the Drafting of Laws
RS0023, 2016, Legislation & Regulation
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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
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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
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Enactment of a Law on Electronic Documents, Electronic Identification and Trusted Services in Electronic Business
RS0026, 2016, Capacity Building
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Establish a Single Public Register of Administrative Procedures and Other Conditions for Pursuing a Business Activity
RS0027, 2016, Capacity Building
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Transparency in Monitoring Budget Expenditures
RS0001, 2014, Capacity Building
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Law on Financing Political Activities
RS0002, 2014, Anti-Corruption
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Transparent Public Procurement Procedures
RS0003, 2014, Anti-Corruption
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Transparent Financing of Civil Society Organizations
RS0004, 2014, Civic Space
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Extending and Clarifying Responsibilities of the Anti-Corruption Agency
RS0005, 2014, Anti-Corruption
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Whistleblower Protection Trainings and Campaigns
RS0006, 2014, Anti-Corruption
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Draft Law Regulating Inspections in Public Administration
RS0007, 2014, Anti-Corruption
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e-Governmental Portal Awareness and Mobile Application
RS0008, 2014, E-Government
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Public Administration Website Harmonization and Amendments to the Law on Free Access to Information of Public Importance
RS0009, 2014, Access to Information
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New Technologies to Improve Citizen Services
RS0010, 2014, E-Government
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Cooperation with Civil Society Organizations in Public Policymaking
RS0011, 2014, Civic Space
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Citizen Participation in Local Government Affairs
RS0012, 2014, Public Participation
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Civil Society Participation in Monitoring the Public Administration (PAR) Strategy
RS0013, 2014, Anti-Corruption