EDGE II: Communication and Citizen Feedback

Donor: World Bank
Partner: Integrated Communications Agency Majo Public
Beneficiary: Office for IT and eGovernment
Implementation period: May 2025 – May 2026

EDGE II – Enabling Digital Governance in Serbia: Communication and Citizen Feedback is a project implemented by NALED in partnership with the agency Majo Public, with the support of the World Bank. The goal is to continue the ongoing improvement of the digital transformation of public administration in Serbia.

The project is focused on enhancing communication about electronic services, strengthening the capacities of local governments, and increasing the trust of citizens and businesses in eGovernment. Through promotion and education, the project aims to encourage the use of electronic services and actively involve local governments in their promotion.

The project also supports the Office for IT and eGovernment (ITE) in the development and promotion of content on the eGovernment Portal, with the aim of making electronic services more accessible and easier to use.

The planned project activities include:

• Promoting existing and new electronic services at both national and local levels, with a special focus on accessibility and benefits for end users.

• Highlighting the advantages of electronic identification through the use of the ConsentID app, in order to increase the number of users and trust in digital identification.

• Raising awareness among citizens, businesses, and the public sector about the importance and possibilities of electronic services.

• Promoting the mobile application of the eGovernment Portal (once available), including communication about new eServices developed by ITE.

• Improving the content of the eGovernment Portal based on feedback collected through public opinion research.

• Periodically conducting public opinion surveys to monitor user attitudes and adjust promotional campaigns accordingly.

• Optimizing content and SEO of the eGovernment Portal to improve visibility and accessibility of electronic services.

NALED’s activities will focus on promoting electronic services in up to 10 local self-governments, highlighting examples of successful digital transformation and best practices, with the aim of motivating other municipalities to follow the same path.