Presentation given by M.A.Tomovska, Serbia, at the ENP South webinar on ‘Holistic government digital transformation’ held on 12 April 2022.

1. Marta A.Tomovska
Director
Team for Public Adminstration Reform and eGovernment
Office of the Prime Minister, SERBIA

2. Digital Government ecosystem pillars:
§ Vision, Strategy and Governance
§ Policy and Regulation
§ Infrastructure
§ Talent, Culture and Communities

3. § Vision and Leadership
§ Ambition
funding and resources
§ Purpose
satisfied citizens / efficiency gains / SDGs
§ Strategy
coordinated strategy, clear roles
§ Governance
whole-of-government approach, central body
§ Foresight
Where are we now?
• Trailblazer
• Leader
• Follower
• Laggard
https://green.gov.rs/en/

4. § Connectivity – BB, 5G, cloud-first, USO..
§ Data – registers, exchange, data governance and
privacy, open data, security…
§ eID - digital identities, video identification,
biometrics…
§ Digital Services – administrative procedures,
service catalogs, delivery and quality, GX, life
events, user journeys, interop standards,
payments, sandboxes…
§ HR – how to attract IT talent in govt
GX / Focus on
Digital Service
Sophistication
• Reactive
• Proactive
• Predictive
GX / Focus on Service
outcomes
• Paperless
• Cashless
• Frictionless
• Consent-based
• Personalised
• Presenceless
(ZeroContact
services)

5. § Physical - networks, data centers, cloud, community centers…
§ Digital enterprise architecture as a repository of business, data, application
and technology components, i.e. digital platform building blocks:
• LoB systems and DBs
• National eGov portal
• Service bus
• Orchestration software
• Service generators
• Digital IDs, SSO, consent management
• Digital payments
• eDelivery…

6. § For the general public (citizens, elderly, people with disabilities…)
Programs on digital literacy, digital accessibility, digital services
§ For the public officials
Programs on digital government, service provision
and quality, GX, design thinking, emerging technologies,
data science, innovation concepts
§ Co-creation programs
Public-private sector collaboration, open innovation,
GovTech, policy labs, innovation labs,
accelerators/incubators, hackatons/challenges
§ Champions and awards

7. 1. SCOPE
Assess overall Digital Government maturity or individual pillars/aspects, using
various methodologies and scoping tools (Sigma, OECD, UN EGDI…). Discover gaps
and areas for improvement.
2. DEVELOP
Design/review strategies/action plans/roadmaps/projects. Define areas of
intervention and explore for solutions.
3. ROLLOUT Implement. Monitor.
§ Build internal digital transformation capabilities
(human/organizational/legislative/infrastructural)
§ Source and implement disruptive tech from outside the government
§ Co-create, co-create, co-create!

8. Digital services in focus
Verticals in focus
§ Personal documents
§ Healthcare
§ Education
§ Social services
§ Justice
§ Food, Agri & Environment

9. § Personal
documents
Now: eBaby, driving
licence…
Next: Everything on
a ID card or mobile
and NO
DOCUMENTS! § Food, Agri &
Environment
Now:
Next: AI, IoT,
Robots, Drones, 3D
Printing, Sensors
e.g. Smart farming

10. § Healthcare
Now:Vaccination
software, EHR,
Hololense
Next: AI, IoT, Robots, 3D
printing,VR/AR, big
data, genomics
e.g. Digital pathology,
virtual colonoscopy,
smart toilets

11. § Education
Now: Open Edu Data,
MyHighSchool, JISP
Next: AI, big data,
VR/AR
https://opendata.mpn.gov.rs/

12. § Social services
Now: My first salary
Next: AI, big data
e.g. Predictive benefits
packages
§ Justice
Now: Electronic Case
management, certificates
Next: ML, RPA
e.g. Support to court
decisions, eBoard
§ Food, Agri &
Environment
Now: satellite imaging, big
data analytics
Next: AI, IoT, Robots, Drones,
3D Printing, Sensors
e.g. Smart farming