The document analyzes the development of e-government in Serbia and Bosnia and Herzegovina from 2004-2008. It finds that:
- Serbia's sophistication of public e-services increased from 15.25% to 47.42% from 2004-2008, with business services being more advanced than citizen services. The most developed Serbian e-services were for job searching, public procurement, libraries and customs declarations.
- Bosnia and Herzegovina lacks comprehensive e-government and has mainly basic informational websites rather than interactive e-services, though the Republic of Srpska launched an e-government portal in 2009. Overall development of e-government was found to be behind international standards.
- Both
The true concept of democracy includes the participation of individuals in the governing process. But due
to gargantuan population the active participation of citizen in governing process is not possible. But egovernance makes it possible through online feedback system from the public. This paper entirely deals
with the concept of e-governance and the application of e-governance in various domains. The role of
information and communication technology [ICT] in e-governance, the scope & objective of e-governance.
The scope includes four main aspect namely G2C; C2G; G2B; G2G.Finally this paper includes the
overview of Digital India project, e-governance plan formulated by the government and our views.
Presentation held by Ms. Elena Stamatovska as a part of the Specific e-Government solutions for better business environment Session at the 8th SEEITA and 7th MASIT Open Days Conference, 14th-15th October, 2010
The true concept of democracy includes the participation of individuals in the governing process. But due
to gargantuan population the active participation of citizen in governing process is not possible. But egovernance makes it possible through online feedback system from the public. This paper entirely deals
with the concept of e-governance and the application of e-governance in various domains. The role of
information and communication technology [ICT] in e-governance, the scope & objective of e-governance.
The scope includes four main aspect namely G2C; C2G; G2B; G2G.Finally this paper includes the
overview of Digital India project, e-governance plan formulated by the government and our views.
Presentation held by Ms. Elena Stamatovska as a part of the Specific e-Government solutions for better business environment Session at the 8th SEEITA and 7th MASIT Open Days Conference, 14th-15th October, 2010
The Strategic Program for Technological Modernization of Governance (e-Transformation) was approved with Government Decision No. 710, dated September 20th 2011. The Strategic Program for Technological Modernization of Governance (e-Transformation) will contribute to aligning the Republic of Moldova’s decision making process to the informational technology practices used by the world’s governments
3 chapter three - designing a telecoms regulatory framework for converged m...Jeremmy Okonjo
The chapter explores possible regulatory frameworks that will promote innovation and quality of service in convergence of mobile and financial services in Kenya. The study is based on the argument that regulation of inter-sectoral converged services such as mobile financial services by telecoms regulators can be achieved by the adoption of principle-based regulation over rule-based regulation.
An October 2010 white paper that outlines the benefits of a self-funded digital government approach -- including greater efficiencies, additional cost savings, and higher constituent satisfaction with state government.
Conceptualization of electronic government adoptionIJMIT JOURNAL
E-government facilitates provision of relevant government information in electronic form to the citizens in
a timely manner and better service delivery to citizens. Information Technology today is recognized as an
effective tool for turning the economic activity in efficient governance and in developing human resource.
E-government is a kind of governmental administration which is based on ICT Services. The essence of egovernment is using information technology to break the boundary of administrative organizations, and
build up a virtual electronic government. E-government initiatives are common in most countries as they
promise a transparent, citizen-centric government and reduce operational cost. Emerging with Egovernment, theories and practices of public administration have stepped into a new knowledge era. Egovernment presents a tremendous impetus to move forward with higher quality, cost-effective, government
services and a better relationship between citizens and government. This paper discusses the different
issues, challenges, adoption factors for e-government implementation, conceptual demarcation on these
factors and, presents a conceptual framework for better e-government performance.
Disclosure of information about government actions and spending puts government and public officials under the constant watch of the public, allowing them to track what resources are spent, who contracts are awarded to and so on.
When designing proactive disclosure systems or voluntary disclosure has five principles governments should follow. Information needs to be: available, findable, comprehensible, low cost or free, up-to-date and relevant.
A short presentation of E- Governance and how E-Governance has improvised our daily procedures. This presentation deals with the basic structure of e-governance, its advantages, limitations, etc. Also a few examples where e-governance is implemented.
Current State of Personal Data Protection in Electronic Voting: Criteria and ...TELKOMNIKA JOURNAL
The adoption of electronic voting has been done in various countries related to cost and time reduction operationally. On the other hand, recent publication has been informed several issues occurred such as technicality, reliability, security and privacy due to the compromised system were used. In small scale, there are certain group of people who want to exploit the vulnerabilities for their own benefit in the election, while in the greater scale, it can reduce public confidence to entrust the adoption of e-voting system to augment participation rate, to improve the quality of voting and to aid the political right effectively. This paper aims to investigate the characteristic of people demanding the legislative to address the criteria and indicator for effective implementation in electronic voting. By understanding the perception of voters in viewing current electoral regulation are essential to provide some ideas and opinions for better enhancement, either through recommendation and drafting related legislation to cater the needs.
E-GOVERNMENT IN SERVICE DELIVERY AND CITIZEN’S SATISFACTION: A CASE STUDY ON ...ijmpict
In the traditional form of public administration, service delivery is encircled with paper based long
procedures that makes the citizen dissatisfied with the services because of several problems such as delay
in the service, corruption and offices are centrally located. In order to provide better services to the citizen
Bangladesh government has taken the initiatives to make services available through online. In this regard,
government has established national web portal, combining and making all government official websites
interactive. General people now can submit their applications through online to get necessary public
services. Government breaks the rigid boundary between government offices and citizen and reaches to the
people so that they can get public services from their houses. This paradigm shift from traditional public
administration to e-governance brings changes in service delivery. It minimizes time, costs, corruption and
omits middle man culture and ultimately makes people happy. This paper utilizes qualitative approach to
examine the process, benefits of recent innovations initiated by the democratic government and analyze the
people’s perceptions. It is found that utilizing the e-government infrastructure Bangladesh government has
reached to the people and provided services at their doorsteps by establishing the national web portal
through which citizen can access their useful services. Regarding the public services related to health
service, education service, bill payment of necessary services, income tax payment, trade licence, land
records, agricultural issues, law and order service are now easily enjoyed from the house through internet.
However, the faster speed of customer demand in getting all services cannot be addressed with the limited
IT infrastructure, unskilled manpower, limited electricity supply which should be solved as quickly as
possible by emphasizing and initiating new programs. Findings show that government should think the
intended and unintended consequences of materializing some initiatives and take necessary steps before
intensifying the problem and making people unhappy with the services that have already been provided
The Strategic Program for Technological Modernization of Governance (e-Transformation) was approved with Government Decision No. 710, dated September 20th 2011. The Strategic Program for Technological Modernization of Governance (e-Transformation) will contribute to aligning the Republic of Moldova’s decision making process to the informational technology practices used by the world’s governments
3 chapter three - designing a telecoms regulatory framework for converged m...Jeremmy Okonjo
The chapter explores possible regulatory frameworks that will promote innovation and quality of service in convergence of mobile and financial services in Kenya. The study is based on the argument that regulation of inter-sectoral converged services such as mobile financial services by telecoms regulators can be achieved by the adoption of principle-based regulation over rule-based regulation.
An October 2010 white paper that outlines the benefits of a self-funded digital government approach -- including greater efficiencies, additional cost savings, and higher constituent satisfaction with state government.
Conceptualization of electronic government adoptionIJMIT JOURNAL
E-government facilitates provision of relevant government information in electronic form to the citizens in
a timely manner and better service delivery to citizens. Information Technology today is recognized as an
effective tool for turning the economic activity in efficient governance and in developing human resource.
E-government is a kind of governmental administration which is based on ICT Services. The essence of egovernment is using information technology to break the boundary of administrative organizations, and
build up a virtual electronic government. E-government initiatives are common in most countries as they
promise a transparent, citizen-centric government and reduce operational cost. Emerging with Egovernment, theories and practices of public administration have stepped into a new knowledge era. Egovernment presents a tremendous impetus to move forward with higher quality, cost-effective, government
services and a better relationship between citizens and government. This paper discusses the different
issues, challenges, adoption factors for e-government implementation, conceptual demarcation on these
factors and, presents a conceptual framework for better e-government performance.
Disclosure of information about government actions and spending puts government and public officials under the constant watch of the public, allowing them to track what resources are spent, who contracts are awarded to and so on.
When designing proactive disclosure systems or voluntary disclosure has five principles governments should follow. Information needs to be: available, findable, comprehensible, low cost or free, up-to-date and relevant.
A short presentation of E- Governance and how E-Governance has improvised our daily procedures. This presentation deals with the basic structure of e-governance, its advantages, limitations, etc. Also a few examples where e-governance is implemented.
Current State of Personal Data Protection in Electronic Voting: Criteria and ...TELKOMNIKA JOURNAL
The adoption of electronic voting has been done in various countries related to cost and time reduction operationally. On the other hand, recent publication has been informed several issues occurred such as technicality, reliability, security and privacy due to the compromised system were used. In small scale, there are certain group of people who want to exploit the vulnerabilities for their own benefit in the election, while in the greater scale, it can reduce public confidence to entrust the adoption of e-voting system to augment participation rate, to improve the quality of voting and to aid the political right effectively. This paper aims to investigate the characteristic of people demanding the legislative to address the criteria and indicator for effective implementation in electronic voting. By understanding the perception of voters in viewing current electoral regulation are essential to provide some ideas and opinions for better enhancement, either through recommendation and drafting related legislation to cater the needs.
E-GOVERNMENT IN SERVICE DELIVERY AND CITIZEN’S SATISFACTION: A CASE STUDY ON ...ijmpict
In the traditional form of public administration, service delivery is encircled with paper based long
procedures that makes the citizen dissatisfied with the services because of several problems such as delay
in the service, corruption and offices are centrally located. In order to provide better services to the citizen
Bangladesh government has taken the initiatives to make services available through online. In this regard,
government has established national web portal, combining and making all government official websites
interactive. General people now can submit their applications through online to get necessary public
services. Government breaks the rigid boundary between government offices and citizen and reaches to the
people so that they can get public services from their houses. This paradigm shift from traditional public
administration to e-governance brings changes in service delivery. It minimizes time, costs, corruption and
omits middle man culture and ultimately makes people happy. This paper utilizes qualitative approach to
examine the process, benefits of recent innovations initiated by the democratic government and analyze the
people’s perceptions. It is found that utilizing the e-government infrastructure Bangladesh government has
reached to the people and provided services at their doorsteps by establishing the national web portal
through which citizen can access their useful services. Regarding the public services related to health
service, education service, bill payment of necessary services, income tax payment, trade licence, land
records, agricultural issues, law and order service are now easily enjoyed from the house through internet.
However, the faster speed of customer demand in getting all services cannot be addressed with the limited
IT infrastructure, unskilled manpower, limited electricity supply which should be solved as quickly as
possible by emphasizing and initiating new programs. Findings show that government should think the
intended and unintended consequences of materializing some initiatives and take necessary steps before
intensifying the problem and making people unhappy with the services that have already been provided
The concept of local e-Government has become a key factor for delivering services in an efficient, cost
effective, transparent and convenient way, in circumstances where a) citizens do not have enough time
available to communicate with local authorities in order to perform their responsibilities and needs, and
b) information and communication technologies significantly facilitate administrative procedures and
citizens-government interaction. This paper aims to identify e-services that local authorities provide, and
to investigate their readiness for delivering these services. A pilot research has been conducted to identify
the offer of e-services by local authorities, along with e-readiness in municipalities of the Pelagonia
region in the Republic of Macedonia. The survey was carried out by means of structured interview
questions based on a modified model proposed by Partnership on Measuring ICT for Development – web
analysis of municipal websites in the region has been conducted, as well. The study reveals uneven
distribution according to the age group of users, lack of reliability and confidence for processing the needs
and requests electronically by a large part of the population, and improperly developed set of ICT tools by
local governments for providing a variety of services that can be fully processed electronically.
M-government Implications For E-Government In Developing Countries: The Case ...Peachy Essay
This paper contributes to the issue of mGovernment implementations by exploring the government’s policy on ICT and e-Government in Saudi Arabia, and sheds light on the role of mGovernment applications for enhancing information and service delivery to citizens. This also describes the results of a survey on the available mGovernment applications, and provides an overall evaluation of them in Saudi Arabia.
The study investigated the practices of organisations in Gulf Cooperation Council (GCC) countries with regards to G2C egovernment maturity. It reveals that e-government G2C initiatives in the surveyed countries in particular, and arguably around the world in general, are progressing slowly because of the lack of a trusted and secure medium to authenticate the identities of online users. The authors conclude that national ID schemes will play a major role in helping governments reap the benefits of e-government if the three advanced technologies of smart card, biometrics and public key infrastructure (PKI) are utilised to provide a reliable and trusted authentication medium for e-government services.
Interoperability and community building for transformational eGovernment ePractice.eu
Author: Sylvia Archmann, Just Castillo Iglesias.
The latest technological progress has unveiled the enormous capacity for ICT (Information and Communication Technologies) to become a leading force in the modernisation of public administration and has raised the appearance of Transformational eGovernment.
Growth of eGovernment services in Macedonia by Mr. Dejan Spasov, Institute of...Metamorphosis
Presentation by Mr. Dejan Spasov, Institute of Informatics – Skopje at the third International Conference e-Society.Mk: Growth of eGovernment services in Macedonia, December 1, 2007, Skopje Macedonia
eGovernance policy for the state of Gujarat 2014 2019Vibrant Gujarat
Minimum Government, Maximum Governance
[1.] To bring about ICT enabled all round sustainable development and inclusive growth of the state
[2.] To provide transport, affordable and efficient public service delivery closer to the doorstep of citizen and [3.] To ensure the socioeconomic empowerment of all (with special emphasis on women, youth and the marginalized) through digital inclusion.
e-governance and District Administration in Bangladesh: An Overview of Recent...Ahasan Uddin Bhuiyan
eGovernment is the utilization of IT, ICTs, and other web-based telecommunication technologies to improve and/or enhance on the efficiency and effectiveness of service delivery in the public sector.’ (Jeong, 2007). Bangladesh is divided into 64 districts. Citizens must apply at District Headquarters for various licenses and certificates. This had been burdensome with middlemen benefitting from a lack of transparency and district offices overwhelmed with the paper-based system. With the introduction of e-governance , it becomes easy for people to get their desired service from DC offices with a single click. This paper described the e-service system provided by zilla offices in Bangladesh citing the example of Cox’s Bazar district in Bangladesh.
This article provides an overview of current international e-Government practices and the role of the national identity management infrastructure program in the United Arab Emirates (UAE) in supporting e-Government development. It describes the benefits of e-Government that various governments worldwide have identified, sheds light on some recent surveys on the delivery of e-Government by some countries, highlights some examples and puts the position of the United Arab Emirates into context. It then discusses the program's use of Identity Management in the strategic initiatives, explains their purpose in the facilitation of e-Government within the United Arab Emirates and describes a general roadmap for implementation.
E-Government progress Croatia by Danijela Babic, ZaMirNETMetamorphosis
Presentation by Danijela Babic, ZaMirNET at the third International Conference e-Society.Mk: E-Government progress Croatia, December 1, 2007, Skopje Macedonia
Operation “Blue Star” is the only event in the history of Independent India where the state went into war with its own people. Even after about 40 years it is not clear if it was culmination of states anger over people of the region, a political game of power or start of dictatorial chapter in the democratic setup.
The people of Punjab felt alienated from main stream due to denial of their just demands during a long democratic struggle since independence. As it happen all over the word, it led to militant struggle with great loss of lives of military, police and civilian personnel. Killing of Indira Gandhi and massacre of innocent Sikhs in Delhi and other India cities was also associated with this movement.
Unit 8 - Information and Communication Technology (Paper I).pdfThiyagu K
This slides describes the basic concepts of ICT, basics of Email, Emerging Technology and Digital Initiatives in Education. This presentations aligns with the UGC Paper I syllabus.
Synthetic Fiber Construction in lab .pptxPavel ( NSTU)
Synthetic fiber production is a fascinating and complex field that blends chemistry, engineering, and environmental science. By understanding these aspects, students can gain a comprehensive view of synthetic fiber production, its impact on society and the environment, and the potential for future innovations. Synthetic fibers play a crucial role in modern society, impacting various aspects of daily life, industry, and the environment. ynthetic fibers are integral to modern life, offering a range of benefits from cost-effectiveness and versatility to innovative applications and performance characteristics. While they pose environmental challenges, ongoing research and development aim to create more sustainable and eco-friendly alternatives. Understanding the importance of synthetic fibers helps in appreciating their role in the economy, industry, and daily life, while also emphasizing the need for sustainable practices and innovation.
The Indian economy is classified into different sectors to simplify the analysis and understanding of economic activities. For Class 10, it's essential to grasp the sectors of the Indian economy, understand their characteristics, and recognize their importance. This guide will provide detailed notes on the Sectors of the Indian Economy Class 10, using specific long-tail keywords to enhance comprehension.
For more information, visit-www.vavaclasses.com
Palestine last event orientationfvgnh .pptxRaedMohamed3
An EFL lesson about the current events in Palestine. It is intended to be for intermediate students who wish to increase their listening skills through a short lesson in power point.
2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
Development of e-government in Serbia and Bosnia and Herzegovina
1. Development of E-government in Serbia
and Bosnia and Herzegovina
Leonid V. Stoimenov1, Nataša, Ž. Veljković1, Sanja Bogdanović-Dinić1, Srđan Č.
Nogo2 and Siniša S. Macan2
Abstract – Communication and information technologies as a methodologies, as those listed in [2]. The most comprehensive
means towards an information society impose the need to methodologies are measuring the supply and the usage side of
modernize public administration and to introduce electronic e-government services, as well as the state of ICT
government as a state management tool. In this paper we will infrastructure. According to [3] the supply side of
present the state of e-government in Serbia and Bosnia and
Herzegovina at the central and at the municipal level covering
e-government can be evaluated through the sophistication and
the period of four years. In addition we will provide analysis of availability of 20 basic public services.
the present state of ICT infrastructure at the municipality level In the rest of this paper we will present the state of
in both countries. e-government in Serbia and Bosnia and Herzegovina (B&H),
both on the state and on the municipality level. We will
Keywords – e-government, measurements of e-government, overlook the state of e-government from different viewpoints,
ICT infrastructure, legislation framework including implementation of 20 basic public services, the
legislative background and the state of ICT infrastructure.
I. INTRODUCTION II. EVALUATION OF E-GOVERNMENT ON THE
STATE LEVEL
The interpretations of e-Government are broad and
divergent. Generally speaking, e-government can be defined Evaluation of e-government on the state level can be done
as the use of ICT for delivering more effective and proficient by measuring the development of 20 basic public services in
government services to citizens, businesses or government terms of availability and sophistication, and percentage of
agencies, by various communication means as the Internet, individuals and enterprises that are using the Internet for
telephone, wireless devices or other communication systems. interacting with public authorities. This evaluation is proposed
Effective e-government involves rethinking organizations and in the i2010 benchmarking framework [3]. For the purpose of
processes, and changing behavior so that public services are this paper we will also take into consideration the state of
delivered more efficiently to the interested parties. As stated legislation and the ICT infrastructure, because they are
in [1] e-government contributes significantly to the process of important factors in implementing e-government services.
transformation of the government towards a leaner, more
cost-effective government. By intercepting appropriate
technology, e-government can facilitate communication and A. State of e-government in Serbia
improve the coordination of authorities within the different
tiers of government. E-government in Serbia in the past few years has
To achieve the goal of e-government and improve the significantly advanced, taking into account that the state has
delivery of public services, ICT involvement is inevitable. brought some of the necessary laws for its functioning [4]. In
ICT provides various ways for integrating information June 2009, the Ministry of Telecommunication and
systems into one compact entity, offers relatively inexpensive Information Society, has proposed a new Strategy of
infrastructure for data interchange and the possibility of e-government development in the Republic of Serbia for the
accessing information and e-government services from any period 2009-2013. Special significance for e-government
place. development in Serbia has the adoption and implementation
The success of e-government implementation needs to be of Law on Electronic Signature. Registration of certification
measured on all government levels, both state and bodies for issuing qualified electronic certificates enabled the
municipality level. This can be done using various use of qualified electronic signatures for signing electronic
documents. In July 2009, the Law on Electronic Document
was passed and it would have a major impact on the process
1
Leonid V. Stoimenov, Nataša Ž. Veljković and Sanja D. of modernization, rationalization and the introduction of
Bogdanović-Dinić are with the Faculty of Electronic Engineering, electronic government. The new Law on Public Procurement
Aleksandra Medvedeva 14, 18000 Niš, Serbia, e-mail: entered into force on January 2009 enabling, among other, the
{leonid.stoimenov, natasa.veljkovic, sanja.bogdanovic.dinic
possibility of electronic procurement, including electronic
}@elfak.ni.ac.rs
2
Srđan Č. Nogo and Siniša S. Macan are with the Agency for
auctions. One of the key innovations, brought by this Law, is
Identification documents, register and data exchange B&H-IDDEEA, the introduction of customer commitment to publish ads
e-mails: srdjan@iddeea.gov, sinisa.macan@iddeea.gov.ba electronically on the public procurement portal, instead of in a
2. daily newspaper, as it was the case previously. In the next field of telecommunications, and therefore in the area of
period, the Government of the Republic of Serbia plans to application of e-technology in public administration.
adopt a few more laws (such as Law on Electronic Official analysis of 20 public services in terms of
Government, Law on the Protection of Personal Data in sophistication and availability haven't been done so far.
Electronic Form and Law on Electronic Archives) that will However there are some partial analysis prior to 2009 [8]. The
significantly improve the implementation of e-government. progress in e-services implementation is evident for job search
First evaluation of e-government in Serbia was done in and library services. The Agency for Public Administration
2004. Since then, benchmarking of e-government has been partially offers job search on-line through a portal. National
done yearly by measuring the sophistication of 20 basic public University library is developing an integrated overview of
services and their online availability, according to individual library funds [8].
methodology described in [5]. Sophistication of public B&H is still a long way behind world-wide transactional
services on the state level has grown from 15.25% (2004) to and cross-organizational services as stated in [9], there is
47.42% (2008) [6] [7]. That is a total growth of 32% for the encouraging awareness of internet use as a tool for public
four years period. Services offered to businesses are more institutions to disseminate information; and a majority of
sophisticated in comparison with citizens’ centric services [7]. institutions, regardless of level, have their own Web sites.
When comes to the implementation of particular e-services, Most of the authorized institutions offer on their Web sites
we can say that the most sophisticated are: Job search, Public basic information for citizens and other interested parties, but
procurement, Public libraries and Customs declaration. there aren’t any interactive electronic services. Public
Through Public Procurement Office portal it is possible to administration of B&H is still missing official e-government
query existing procurements or electronically publish new and Web portal with on-line services available to citizens and
monitor their status. On the Web site of the National links towards sub-portals at state, entity and other levels.
employment agency it is possible to search job database that Portal for e-services should improve the effectiveness of B&H
covers the whole territory of Serbia as well as to register in administration authorities, by providing the possibility to
order to apply for job. Through the state Web portal for review and collect information and by enabling appropriate
customs declarations it is possible to submit the required data exchange using e-services, as foreseen by Bosnia and
documents electronically; in that way customs clearance takes Herzegovina laws. In 2009 a Web portal of public
much less time than usual. administration of Republic of Srpska, providing e-services to
Health related services are, on the contrary, least developed. citizens, has being released at entity level and named e-srpska.
Scheduling medical examination is not feasible through the These kinds of portals help B&H to fulfill required clauses for
Web site of the health care center or other state medical approaching European Union considering 12 e-services for
institutions. It can be done only by coming to the health care citizens that each e-government, willing to become a member
institution or in rear situations by phone calls. of EU, has to conform [10].
E-Government internet portal was launched in March 2007, It is necessary to develop information systems with support
and it served as a source of information about basic public for horizontal functions, that is, processes which are common
services and the corresponding authorities. In 2010 it was to majority of institutions. This means that institutions can
upgraded from information oriented to service-oriented Web automate some of the most commonly used procedures and so
portal. Its final function is to be a "one-stop-shop" by enabling produce larger budget savings, with only one software
users to easily and rapidly access information and electronic solution. Most of initiated and implemented projects since
services of public administration from any place. 2004 until now have been dealing with the need for resolving
some critical issues of inherited situation in this area, and
B. State of e-government in Bosnia and Herzegovina therefore were designed as solutions to one and only problem
that would appear in certain public administration institutions.
As a result of such actions, enormous differences in levels of
In the last few years B&H made significant progress in
bringing regulations in the field of telecommunications and applied e-technologies have appeared among public
ICT in the public government. Lack of systematic, organized institutions, varying from very modern systems and well
developed networks (such as the Agency for identification
and methodical approach to the application of e-technology in
public administration contributes to the fact that B&H is one documents, recording and exchanging data B&H - IDDEEA)
of the last countries in the region of Southeast Europe that has to very obsolete solutions [11].
Subject to document eSEE AGENDA+ for development of
adopted IT strategy. In 2005, the B&H Council of Ministers
adopted Policy, Strategy and Action plan of the information information society in countries in the South East Europe
society that is focused on legal infrastructure, e-Education, 2007-2012, which is in accordance with the document i2010
European information society for e-Government [3], IDDEEA
e-Governance, ICT infrastructure and ICT industry
development. has a responsibility to develop through this Project three
e-services for citizens:
B&H has gradually begun adoption and application of the
law on electronic communications infrastructure and related - Personal documents (ID card, Driver License and
services in accordance with the guidelines provided by the Travel documents)
- Registration of vehicles (new, used or imported
relevant Directive of the European Union. In recent years
B&H has made major progress in terms of regulations in the vehicles)
- Reporting on change of residence (address change)
3. III. EVALUATION OF E-GOVERNMENT ON THE independent databases of cities/municipalities based on digital
MUNICIPALITY LEVEL certificates.
When comes to the state of ICT infrastructure, as stated in
[12], there is still 15% of municipalities with almost no
A. Serbia
infrastructure. It is evident that all municipalities without ICT
infrastructure are among the group of weakly developed or
Large number of cities and municipalities offer trough their
underdeveloped municipalities. For example, 13% of
Web sites, download forms and information of interest for
municipalities have no servers, 15% of municipalities have no
citizens and businesses. Information that local governments
network printer, in 6% of municipalities network
most commonly post on their Web sites often includes
infrastructure doesn't exist, in 8% of municipalities less than
description of government departments and officials, contact
10% of employees have no Internet access, in 7% of
information, economic development data, the local
municipalities less than 30% of employees have a computer in
government law book or special announcements. Some local
their workplace. On the other hand, 75% of municipalities
government Web sites offer the ability to print forms that
have from 1 to 5 servers, while 13% of municipalities owns
citizens can fill out and mail or bring to the government
more than 5 servers, 40% of municipalities have an email
office. More elaborated sites offer interactive forms that can
server, in 60% of municipalities over 50% of employees have
be filled out and submitted online.
computers in their workplace, in 47% of municipalities over
The most common electronic services in Serbian local
50% of employees have an Internet access. The encouraging
self-governments are: Virtual registry office, Voter's lists and
fact is that all municipalities have Internet access and that a
e-Notary. The service "Virtual registry office" is used for
large number of municipalities have a sufficient number of
ordering birth certificates (which are rarely supported by
computers, networking equipment and servers for basic
transactions operations - payment of certificates fees at the
operational needs.
time of ordering). "Voter’s list" is an online service used by
citizens for checking the list before elections, in order to see if
they are on the list and contact authorities if opposite. Some B. Bosnia and Herzegovina
municipalities provide a complete monitoring of citizens’
cases via the Internet through the e-Notary. This service is Public administration of B&H provides services to citizens
based on internal municipal service that allows movement and in 146 municipalities, 2 entities, in Brčko District and at the
processing of case files in electronic form, without using the state level of B&H. At each level there are various problems
internal delivery book. Using the code obtained after involved in proper functioning of public administration.
submitting the request at the municipality in person, citizens Principles and practice at the municipality level or a canton
are able to track and receive information regarding the status are different from principles adopted in other municipality,
of their cases over the Internet. canton or B&H. The existing state at all public administration
Some municipalities have so-called citizens assistance levels in Bosnia and Herzegovina shows there is lack in
centers that operate according to the principle of "one stop understanding the importance of e-technologies that could be
shop" – all services are provided in one place. Service centers involved in its functioning. Introducing e-government into
have counters for work with citizens and/or legal persons. public administration of Bosnia and Herzegovina is mostly
Counters are mostly organized in a way that every counter is considered as computerization of certain business processes,
dedicated to one municipal service. In some cases assistance and then as a means for reforming public administration.
centers provide even more - submissions are electronically There is a lack of transparency regarding work and finance
distributed to appropriate municipal services due to the unique matters. There is neither horizontal nor vertical electronic
information system and the specialized "back office" software. communication. Public administration offices use different
All the electronic services to citizens and those that are operating systems, applications and database systems due to
available over the Internet in these municipalities are based on lack of standards and no global plan for introducing
this "back office" software. information technologies in the state administration. Web
Majority of municipalities in Serbia so far have no sites of public administrations provide citizens with not many
information system upgrade with applications that allow the services, not frequently updated information, and rarely
digitalization of paper documents and complete electronic include forms that can be printed locally [8].
processing. Majority of municipalities, which is certainly a Technical capabilities of administration units are somewhat
good example of introducing e-government within the satisfying. Large number of local legal and administrational
municipality, have electronic registries. The existence of organizations is properly technically prepared and has quality
information about citizens in electronic form provides the information equipment. However, that equipment isn’t often
possibility of issuing birth certificates quickly and easily, thus used in appropriate and satisfying way and in accordance with
reducing congestion in the citizens’ assistance center. Many regulations and procedures, which are established by
cities/municipalities provide issuing of birth certificates in competent institutions. 55% of employees in administration
local government branch offices, cited in remote locations that know how to use a computer, but only 5% of professional IT
belong to the territory of the city/municipality. In order to staff is employed in IT or equivalent sectors. Internet
implement this type of service it is necessary to have a unique connection lacks in usage. There is formal presence of
database of citizens at the state level, or to provide access to e-government online in the form of only several municipality,
entity or state Web pages, basically used as official sources of
4. information. These pages provide users with static data about e-government will bring benefits as better efficiency,
government institutions, sectors, ministries, agencies etc, as accountability and accessibility to public services.
well as with contact information, but largely lack at actuality In this paper we have presented the current state of
of data. One particular project that has been successfully e-government in Serbia and B&H, from different aspects
implemented is the Project for municipalities’ needs for covering the period of four years. We have identified the
issuing Birth and Citizenship certificates for the purposes of critical factors related to e-government introduction, on the
issuing Biometrical Passport. Usage of this Web solution has state and on the municipality level. They are focused around
significantly shortened the lines in municipalities and lowered the following key drivers: legislation framework, ICT usage,
the pressure on referents. systematization and education of personnel, municipal
The problem of verification of breeder documents in the leaderships support and appropriate funding. With the proper
process of identity chain (issuance of travel documents) is usage of ICT, countries have opportunity to make a significant
recognized as the weakest link of the system. Related progress in a relatively short time period and to place
experiences worldwide are equal to those of B&H. The themselves among efficient, citizen oriented e-governments.
Agency is trying to raise the work quality level in this field as
high as possible in order to harmonize the process of issuing
documents with the European standards [13]. The Law on
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III. CONCLUSION
E-government has been a very important field of
exploration in past few years, especially for the developing
countries of the Balkan region. If successfully implemented