Digital Caravan Across Serbia – Toward People Centered Services

Donor:  World Bank
Beneficiariy: Office for IT and eGovernment
Implementation period:  December 2025 - May 2026

Digital Caravan Across Serbia - Toward People-Centered Services is a project implemented by NALED in cooperation with the Office for IT and eGovernment (ITE), with the support of the World Bank. The project aims to contribute to the successful implementation of key digital reforms and to strengthen digital inclusion in Serbia.

The project focuses on improving the use of electronic public services and providing direct support to the implementation of key eGovernment reforms, with a particular emphasis on the introduction of the eSick Leave system and the electronic payment of fees and charges (ePay) system. At the same time, the project is designed as a strategic mechanism for bringing digital public services closer to citizens and for strengthening the digital skills of citizens, local self-governments, public administration employees, the business community, and vulnerable groups, with a clear commitment to ensuring that digital transformation in Serbia is accessible to all.

The project is focused on raising awareness and promoting electronic services through the following activities:

• Organization of training sessions and workshops for public authorities, employers, and business representatives on the use of the eSick Leave system, with a particular focus on practical steps for submitting requests, tracking case status, and integrating the system into everyday business processes, including opportunities for direct exchange of experience and resolution of specific participant questions.

• Organization of training sessions and workshops for local self-government officials, public institutions, and business representatives on the use of the ePay system for electronic payment of fees and charges, including electronic verification of completed payments.

• Organization of specialized trainings on the entry, updating, and verification of data on fees and charges in the Unified Register of Non-Tax Revenues (URNTR) within the Register of Administrative Procedures, as well as their linkage to relevant administrative procedures.

• Provision of continuous expert support to local officials in the implementation and maintenance of digital solutions through practical trainings, mentoring, and advisory activities related to the eSick Leave and ePay systems.

• Preparation and distribution of promotional and educational materials, including manuals, guides, tutorials, and visual process overviews, intended for citizens, businesses, and local self-government employees.

• Organization of one-day events in selected local self-governments, combining training activities, promotional events, and direct user support, including the establishment of a Digital Corner for citizens to provide hands-on assistance with registration, use of electronic services, and navigation of the eGovernment Portal.

• Raising awareness among citizens and businesses about the benefits of digital services through printed materials, digital channels, social media, and local promotional activities.

• Monitoring and evaluation of the impact of trainings, workshops, and promotional activities, with systematic collection of feedback to improve future programs and further develop digital services.

The project contributes to the continued digital transformation of public administration in Serbia, with a strong focus on the practical use of reforms and the creation of scalable models that can be replicated in other municipalities.