eGovernment development

Since its establishment, NALED has advocated the introduction of electronic procedures in the work of public administration. Following the best world practices, with the aim of modernizing public administration in Serbia, in 2016, in cooperation with IBM experts NALED developed the first Strategic Framework for eGovernment in our country, and established a thematic eGovernment Alliance within the organization.

At the initiative of the Alliance, in 2017, the Government of Serbia established the Office for IT and e-Government and the Coordination Council, which systematically deals with the development of eGovernment. NALED is engaged in the Government Coordination Council for the Development of eGovernment, and contributes to the preparation of the Government Action Plan for the Development of eGovernment.


So far, NALED and the Alliance have launched numerous initiatives to improve practices in this area and facilitate wider use of electronic services, such as the introduction of cashless payment of fees and charges at POS counters in public administration, enabling electronic archiving and others.

Electronic services

Through a project implemented by NALED with the support of the EBRD and in cooperation with the Office for IT and eGovernment, trainings have been organized for more than 800 employees who support citizens to register on the eGovernment portal and use electronic services as eCitizens.

After the introduction of eDelivery of the decision on property tax and the lump sum tax, NALED initiated amendments to the Law on Cadastre Registration Procedure, enabled the delivery of the decision on property registration via eMailbox, and the Office for IT and RGZ successfully implemented the reform.

Cooperation has been established with the Ministry of Finance in the implementation of electronic invoicing system. NALED supports its implementation through promotion and education - round tables with businesses, IT companies and accountants, training for public and private sector users, in cooperation with the British Embassy (Grow Small project) and Philip Morris (StarTech project).

NALED also implements projects for the introduction of ChatBot technologies - with the support of German Development Cooperation and SAGA, ChatBot MIA has been launched in pilot local governments (Sabac and Sombor in Serbia, Bijeljina and Laktasi in Republika Srpska), while ChatBot IVA for inspections has been introduced through a project supported by the EBRD.

Information security and data protection

Pen-tests checking the security of IT systems, websites and applications were conducted in ten local governments, and workshops were organized for municipal management and 119 public servants in the IT sector, in order to get acquainted with the obligations under the Law on Personal Data Protection and the Law on Information Safety and planned regulatory changes.


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