Call for Participation: Local Self-Governments “eGovernment for All” – Serbia

Deadline: 18-Jul-25

The Office for Information Technology and eGovernment (ITE), with the support of the Ministry of Public Administration and Local Self-Government, NALED, and United Nations Development Programme, is implementing the project “eGovernment for All.”

The aim of the project is to support the digital transformation of up to 10 pilot local governments in the Republic of Serbia by strengthening the capacities of public servants to provide electronic services and use digital tools, as well as by supporting the improvement of existing digital infrastructure. The selected local governments will have a unique opportunity to introduce new or improve existing e-services through mentoring and direct collaboration with digital transformation experts.

Focus Areas

• Support will be provided through the introduction or improvement of e-services available on the eGovernment Portal, such as:
  • Application for electronic identification of citizens and businesses – faster registration of users on the eGovernment Portal
    • Enables officials to register citizens on the eGovernment Portal
    • Increases the number of e-service users, reducing queues and easing the workload of staff
    • Citizens gain easier access to local government electronic services
  • eMailbox – faster and more efficient electronic delivery of documents to citizens and businesses
    • Local governments can send decisions, rulings, and other documents to citizens electronically
    • No need for printing and mailing documents or delivering them at counters
    • Faster and more efficient resolution of citizens’ requests
  • Service Generator – creating e-services based on the needs of citizens and businesses
    • Local governments can independently create and launch new e-services
    • Digitization of procedures in line with the specific needs of the local community
    • Citizens gain easier access to services like “eKindergarten” (enrollment in preschool institutions) and “eScheduling” (online appointment booking)
  • ePayment – simple payment of fees and charges without waiting in line
    • Officials immediately see the payment status, no need to submit proof of payment
    • Streamlined procedures and reduced counter queues
    • Citizens can pay local fees and charges electronically
  • eRegistry Office – easy initiation of administrative procedures electronically
    • Faster and more efficient case processing
    • Easier document search and access, better tracking of case status
    • Simplified communication with national and provincial bodies
    • Citizens can submit requests online, without queuing at service counters
    • Reduced burden on front-desk staff and faster processing
  • Data Exchange System “eZUP” – electronic access to official data without paperwork
    • Officials gain electronic access to official registries and records
    • Less paperwork and administrative burden
    • Automated data retrieval and faster case resolution
    • Citizens no longer have to submit documents the state already holds
    • Faster procedures and elimination of unnecessary documentation
  • “Registry” software – all local government procedures available online
    • Faster data processing
    • Easier document search and access
    • Reduced risk of document loss or damage
    • Automation and process control
    • Local governments will receive training on creating/improving their Procedure Catalog
    • Citizens can submit requests for all local government services electronically
  • POS terminals – cashless payments, faster and safer transactions
    • Increased efficiency in collecting fees and charges
    • Reduced risk of money theft, greater transparency and financial oversight
    • Local governments receive POS terminals tailored to their needs
    • Ability to pay multiple or individual fees at once
    • Citizens can pay fees and charges using payment cards or by scanning a QR code, without going to the bank
  • Internal CRM system – better communication and more efficient management of citizen inquiries
    • Unified system for tracking and handling inquiries (email, Viber, SMS, calls, etc.)
    • Faster and more efficient communication with citizens
    • Automatic forwarding of requests to the competent departments
  • Cloud-based eSeal – digital sealing of documents, no paper or physical stamps
    • Faster, safer, and more efficient validation of official documents
    • Integration with existing local government information systems
    • Streamlined procedures and elimination of unnecessary administration
  • Open data – transparency and better decision-making
    • Support to local governments in categorizing, processing, and publishing datasets
    • Public availability of data in machine-readable format
    • Enables citizens and businesses to use data for analysis and app development
  • Creating electronic services based on user experience – citizen- and business-centered services
    • Reduced queues at counters
    • Faster and simpler user request processing
    • Development of intuitive, accessible, and easy-to-use services
  • Infrastructure – improvement of physical and digital infrastructure for more efficient service delivery to citizens and businesses
    • Reliable internet connection that optimizes administrative procedures
    • Connection to the unified ICT network for eGovernment (eGovernment Network), a private network enabling secure and reliable data exchange and use of government services through SD-WAN technology
    • High-quality WiFi with a “captive” portal that allows space for various types of messages and links to other government portals
    • Standardized websites for local governments providing easier access to information and aligned with government standards
    • Official domain registration for local governments
    • Website hosting
    • Official email domains for officials – ensuring standardized and professional communication with citizens
    • Secure cloud-based backup storage at the State Data Center via an intuitive user portal – eliminating the need for physical data storage, reducing maintenance costs, and ensuring data protection
    • The project also focuses on promoting electronic services among citizens, and the selected local governments are expected to organize info days for citizens. The most successful local governments in the project will be awarded the eGovernment Champion recognition.

Eligibility Criteria

• Applicants for participation in the digital transformation project must meet one of the following status criteria:
  • The applicant is a local self-government unit within the territory of the Republic of Serbia.
  • The applicant is a city municipality that is part of a local self-government unit within the territory of the Republic of Serbia.

Evaluation Criteria

• Applications will be evaluated and scored by the Expert Team for Digital Transformation of Local Governments, in cooperation with the Office for IT and eGovernment, UNDP, and NALED, according to the following criteria:
  • Completed questionnaire assessing the current state of electronic services and infrastructure in local self-governments.
  • Demonstrated readiness of the local government to allocate part of its own funds during the project.

For more information, visit UNDP.