eGovernment for all

The Office for Information Technologies and eGovernment, with the support of the Ministry of Public Administration and Local Self-Government, NALED, and UNDP, announces a Public Call for participation of local self-governments in the project “eGovernment for all”

About the project:

The Office for Information Technologies and eGovernment (ITE), with the support of the Ministry of Public Administration and Local Self-Government, NALED, and UNDP, is implementing the project “eGovernment for all.”

The goal of the project is to support the digital transformation of up to 10 pilot local self-governments in the Republic of Serbia by strengthening the capacities of officials for providing electronic services and using digital tools, as well as by supporting the improvement of existing digital infrastructure. Selected local self-governments will have a unique opportunity to introduce new or improve existing electronic services through mentoring support and direct work with digital transformation experts. Thanks to the project, selected local self-governments will strengthen their capacities for providing e-services, improve digital skills, and enhance infrastructure, which will enable more efficient administration in the interest of citizens and businesses.

In addition to mentoring support and a series of trainings, selected local self-governments will also receive training materials (presentations, manuals, etc.), providing them with a long-term resource for continuous employee development and sustainability of acquired knowledge and skills, as well as more efficient use of digital tools. Furthermore, these materials will enable selected LSGs to independently organize internal trainings for new employees. Through promotion within the project (info days, paid media promotion, production of promotional material), selected LSGs will gain greater visibility and recognition as leaders in digital transformation, contributing to better positioning at the national and regional levels.

Support will be provided through the introduction or improvement of electronic services on the eGovernment Portal, such as:

Electronic identification application for citizens and businesses – faster user registration on the eGovernment Portal

• Allows officials to register citizens on the eGovernment Portal

• Increases the number of e-service users, reducing queues and easing staff workload

• Citizens gain easier access to local government e-services

eMailbox – faster and more efficient delivery of documents to citizens and businesses electronically

• Local self-governments can electronically send decisions, rulings, and other acts to citizens

• No need to print and deliver documents via mail or counters

• Faster and more efficient processing of citizens’ requests

Service Generator – creating e-services tailored to the needs of citizens and businesses

• Local self-governments can independently create and implement new e-services

• Digitization of procedures in accordance with specific needs of the local community

• Citizens gain easier access to services such as eKindergarten (preschool enrollment) 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

• Accelerated procedures and reduced counter queues

• Citizens can pay local taxes and fees electronically

eRegistry – simple initiation of administrative procedures electronically

• Faster and more efficient case processing

• Easier document search and access, better tracking of case status

• Simpler communication with state and provincial bodies

• Citizens can submit requests electronically, without waiting in line

• Reduced burden on counter services and accelerated procedures

eZUP data exchange system – electronic access to official data, no paperwork

• Officials gain electronic access to official registers and data

• Less paperwork and administrative burden

• Automated data retrieval and faster processing

• Citizens no longer need to submit documents already held by the state

• Accelerated 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

• Process automation and control

• Local self-governments will be trained to create/improve their Procedure Catalog

• Citizens can electronically apply for all local government services

POS terminals – cashless payments, faster and more secure transactions

• Increased efficiency in collecting taxes and fees

• Reduced risk of money theft, increased transparency and financial control

• Local self-governments receive POS terminals tailored to their needs

• Option to pay multiple fees at once or separately

• Citizens can pay fees and charges by card or QR code, without going to the bank

Internal CRM system – better communication and more efficient handling of citizen inquiries

• Unified system for tracking and processing inquiries (email, Viber, SMS, calls, etc.)

• Faster and more efficient communication with citizens

• Automatic forwarding of requests to competent departments

Cloud eSeal – digital document sealing, without paper and physical stamps

• Faster, safer, and more efficient document certification

• Integration with existing local government information systems

• Accelerated procedures and elimination of unnecessary administration

Open data – transparency and better decision-making

• Support to local self-government in categorizing, processing, and publishing datasets

• Public availability of data in machine-readable format

• Enabling citizens and businesses to use data for analysis and application development

User experience-based e-service creation – services tailored to citizens and businesses

• Reduced crowds at counters

• Faster and simpler processing of user requests

• 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 optimizing administrative procedures

• Connection to the unique ICT network of eGovernment (eGovernment Network), a secure private network enabling safe and reliable data exchange and use of government services through SD-WAN technology

• Quality WiFi for users with a “captive” portal enabling display of various messages and links to other government portals

• Standardized local government websites ensuring easier access to information and alignment with state body standards

• Official domain registration for the local self-government

• Website hosting

• Official email domains for staff – ensuring standardized and professional communication with citizens

• Secure backup storage in the State Data Center cloud 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. Selected local self-governments are expected to organize info days for citizens, while the most successful ones will be awarded the title of eGovernment Champions.

Eligibility criteria:

Applicants must meet one of the following eligibility criteria:

• The applicant is a local self-government unit in the territory of the Republic of Serbia;

• The applicant is a city municipality within a local self-government unit in the territory of the Republic of Serbia.

In addition to meeting the eligibility criteria, it is necessary to complete and sign the application form (Form 1) and fill out the online questionnaire for assessing the current state of electronic services and infrastructure in local self-governments.

Required documentation:

• Completed and signed application form (Form 1);

• Completed online questionnaire assessing the current state of electronic services and infrastructure at the following link: https://www.surveymonkey.com/r/eluslugeidiginfrastruktura

Evaluation criteria:

The organizer reserves the right to consider only applications submitted with complete accompanying documentation (Application Form and fully completed questionnaire).

Evaluation and assessment will be conducted by the Expert Team for the Digital Transformation of Local Self-Governments, in cooperation with the Office for IT and eGovernment, UNDP, and NALED, as follows:

• Completed questionnaire assessing the current state of e-services and infrastructure in local self-governments – 100 points

• Demonstrated readiness of the local self-government to allocate part of its own funds during the project – 20 points

The maximum number of points is 120. During the application evaluation process, the Team for Digital Transformation may request additional clarifications from the local self-governments, specifying a deadline for response. Local self-governments are obliged to respond within the given deadline.

Final decisions on the selection of local self-governments to receive support through the “eGovernment for All” project will be communicated via email.

Public call duration:

The public call is open from June 18 to July 18, 2025, until 11:59 p.m.

How to apply:

Applications must be submitted exclusively via email to: sampioni@euprava.gov.rs by sending a scanned and personally signed application form (Form 1) along with the completed online questionnaire.

Documentation and questionnaire:

The public call text, application form (Form 1), and questionnaire link can be found on the websites of NALED and the Office for IT and eGovernment. Information will also be published on the UNDP website, accompanied by a news article.

Contact person for additional information and clarifications:

Interested local self-governments may request additional information or clarifications via email in preparation for the application. All additional information regarding the public call can be obtained via email: sampioni@euprava.gov.rs.

More information:

Application form

Public call