1. FRAMEWORK FOR E-GOVERNMENT IN SERBIA Belgrade, July 2016

2. Boris Damjanović OSA Engineering Societe Generale Srbija Aleksandar Blagojević, Vuk Kosovac, Ivana Todorović Telenor Marko Carević, Jasmina Vignjević VIP Mobile Marko Jović Business Government Independent International Community Damir Čedić, Ivana Milikić Central Registry of compulsory social insurance (CROSO) Customs Administration, ICT Division Veselin Milošević, Ljiljana Jovanović Delivery unit Gregor Virant Directorate for e- Government Marija Kujačić, Marija Laganin, Dušan Stojanović Igor Brnabić, Slobodan Karanović, Dražen Maravić Min of Public Admin & Local Self-Government / Audit Authority Office of EU Funds Ministry of Trade, Tourism and Telecommunications Tatjana Matić, Irini Reljin, Nebojša Vasiljević National Assembly Economic Caucus Vladimir Marinković Public Policy Secretariat Marko Pešić, Jovana Radibratović Serbian Business Registry Agency Srđan Rogić Business Associations Associations Milica Samardžić AmCham Serbia Foreign Investors Council (FIC) Vanja Stanić Slobodan Marković Serbian National Internet Domain Registry Nataša Čelik, Holst Katharina, Zorica Vasileva EU, European Integration and Economic Section US Embassy, Belgrade Economic Department Jonathan Clifton USAID BEP (Business Enabling Project) Tamara Borovčanin, Saša Jelić, Dušan Vasiljević, Aleksandar Zarić World Bank Dusko Vasiljević, Svetlana Vukanović Acknowledgment of contributors

3. A 4-step approach was utilized for development of an e-Government framework for Serbia Understand Step 1 Structure Step 2 Synthesize Step 3 Recommend Step 4 Current State ‒ Interviewed multiple Government officials, Businesses, Business Groups to understand e- Government history & status Research & Validation ‒ Conducted additional interviews with e- Government stakeholders ‒ Reviewed research materials like EU, UN and World Bank reports Analysis & Findings ‒ Conducted benchmark analysis against neighboring countries ‒ Identified opportunities for improvement ‒ SWOT Analysis Roadmap and Next Steps -Finalized recommendations for implementation of e- Government framework -Prepared an actionable roadmap for deployment

4. Ranking: UN e-Government Development Index 2014  WW Ranking: 69 (out of 192)  Neighboring Countries: 10 (out of 14) Key Factors / IndicatorsStrong Points / Improved AreasImprovement Areas 1. Online Service components, 2. Telecomm Infrastructure component, 3. Human Capital component Human Capital components such as adult literacy, gross enrolment ratio, etc. Online Service components Integrated online service delivery, increasing emphasis on the provision of effective online services, expansion of e-participation and mobile government, etc.

5. Ranking: World Economic Forum, Global Competitiveness Index 2016  WW Ranking: 94 (out of 140)  Neighboring Countries: 13 (out of 14) Key Factors / Indicators Strong Points / Improved Areas Improvement Areas A.BASIC REQUIREMENTS: Institutions, Infrastructure, Macroeconomic Development, Health and Primary Education B.EFFICIENCY ENHANCERS: Higher Education and Training, Goods market efficiency, Labor market efficiency, Financial market development, Technological readiness, Market size C.INNOVATION AND SOPHISTICATION FACTORS: Business sophistication, Innovation Health and primary education, technological readiness 1.Institutions (120/140), 2.Macroeconomic environment (125/140), 3.Goods market efficiency (127/140), 4.Labor Market efficiency (118/140), 5.Financial Market development (120/140), 6.Business sophistication (132/140) 7.Innovation (113/140)

6. Ranking – World Bank, Doing Business Report 2016  WW Ranking: 59 (out of 189)  Neighboring Countries: 12 (out of 14) Key Factors / Indicators Strong Points / Improved Areas Improvement Areas Starting a Business, Dealing with Construction Permits, Getting Electricity, Registering Property, Getting Credit, Protecting Minority Investors, Paying Taxes, Trading Across Borders, Enforcing Contracts, Resolving Insolvency Dealing with Construction Permits, Paying Taxes 1. Enforcing contracts, 2. Registering Property, 3. Protecting Minority Investors

7. Recommendations Summary DATA LEGAL 1 1 2 2 3 3 STRUCTURAL  Establishment of Institutional and legal Framework  Training and Transition  Centralized e- Procurement for ICT  Back office support for e-Systems  Establishment of Institutional and legal Framework  Training and Transition  Centralized e- Procurement for ICT  Back office support for e-Systems  Establish Common Data Definition  Open Data Framework  Establish Systems of Record  Establish Common Data Definition  Open Data Framework  Establish Systems of Record  e-Payment Systems  Legal Alignment: e- Signature and e- Document  Multi level authentication and e- Certification  e-Payment Systems  Legal Alignment: e- Signature and e- Document  Multi level authentication and e- Certification

8. Recommendations – Structural INSTITUTIONAL FRAMEWORK To have centralized management and oversight of the e-government framework with the political and institutional authority to create and enforce guidelines and facilitate sharing of data between government institutions Have representation from central government institutions, local government and business communities To establish a Project Management Office (PMO) TRAINING & TRANSITION Comprehensive training, transition, stakeholder management, and communications CENTRAL PROCUREMENT E-procurement has the potential to galvanize substantial support from the business community by reducing barriers to entry Expands market to new entrants, including international firms and by opening political space for reform Existing portal can be the central place for requesting and managing all procurement transactions related to ICT BACK OFFICE SUPPORT To incorporate back office processes when developing any new system to support an e-service, e.g. e-permitting system : input from various local entities and central registry : tax ID verification from the Tax Authority.

9. Recommendations – Data COMMON DATA DEFINITION Necessary to establish common definitions of interfaces, data formats and protocols Three aspects to interoperability - Technical, Semantic, and Organizational Allows public administration to implement ‘value added’ client- centric services SYSTEMS OF RECORD To establish one data source as the ‘system of record’ to mitigate issues of lack of a single repository of information and data quality To establish legal framework to share data for similar data types that exist in separate databases Electronic registers with qualified data and good electronic services will considerably raise the level of efficiency of public administration OPEN DATA FRAMEWORK Public data has significant potential for re-use in new products and services Addresses societal challenges – having more data openly available will help discover new and innovative solutions Fosters participation of citizens in political and social life and increases transparency of government

10. Recommendations – Legal MULTI LEVEL AUTHENTICATION To establish a multi-level authentication system whereby different authentication/approval/signatory methods can be used for different processes Address issues with current e-certificate implementation system e-PAYMENTS SYSTEM To establish a system to allow acceptance of e-payments for all government fees, services and taxes Support the sound, efficient, and transparent management of public financial resources Reduce costs, corruption, and improves transparency and traceability LEGAL ALIGNMENT Important to align other laws and by-laws with any new e-Government related law New law on Administrative procedures which went into effect on March 9, 2016 will also require both legal and process changes to be in compliance with new law Laws and practices need to be updated to ensure the acceptance and validity of e-documents and e-signatures in the Judicial system, inspections, and enforcement processes Acceptance of e-documents and e-signatures also needs to be bi- directional

11. Suggested Key Actions Multiple common government portal m-Government All government services integrated and accessible to businesses and citizens via mobile Minimal cross government department collaboration No central citizen data portal Promote citizen & business awareness of central portal Short term Medium term Training and enablement of government staff Continuous improvement and enhancement Establish open data framework policies Design Common Web Interface and Standards Refine APIs* to support new services Integrate other portals into central e-government portal Build central citizen information registry for key data Re-align IT departments under central management Establish central Procurement Portal & provide authority Promote citizen & business awareness of central portal Training and enablement of government staff Establish PMO to oversee projects and deliverables Align existing by-laws with new e-government laws Agree on systems of record for common data fields & to facilitate inter-operability Establish guidelines for multi-level authentications (enabler for acceptance of e-Signatures) Refine legal framework for acceptance of e-Documents Prioritize e-Services list for businesses & citizens Enable centralized management of e-Government Refine legal framework to accept e-Payments without additional paper copy requirements Current State  Education, Awareness Building, Communications  Set up joint working group involving government, businesses, NGOs and local government Long term e-Government All government services integrated and accessible to businesses and citizens e-Government * API = Application Programming Interface