MIA ChatBot for municipal services

How many times have you come to the counter, only to realize – you’re missing another paper?

Imagine having a personal assistant at your disposal that can provide you with information on how to exercise a right or use a service 24/7.

From October 2021, at selected local governments in Serbia and Bosnia and Hercegovina, citizens will have MIA - a digital assistant (chatbot) providing information on procedures and necessary documentation, 24 hours a day, seven days a week, using the Viber or Facebook Messenger platform.

MIA_razgovor12222.pngThe MIA service was developed through a regional project "Improvement of Municipal Services in Serbia and Bosnia and Herzegovina trough a ChatBot Application", implemented by a development partnership with company Saga and the Business Friendly Certification South East Europe network, with the support of the Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH on behalf of the Federal Ministry of Economic Cooperation and Development.

By introducing the digital platform for communications, local governments are becoming closer to both citizens and businesses, while the process of providing information on administrative procedures is transforming to a more efficient and transparent one.

Where is MIA available?

MIA is available at selected pilot cities and local governments in Serbia and Bosnia and Herzegovina: Sombor, Šabac, Bijeljina, and Laktaši, while positive feedback is expected to expand the scope of the project to other cities in the region. At every local government, MIA is specialized for certain services.



MIA informs citizens about the following local administrative procedures:

  • Administrative proceedings on the right to child benefits
  • Request for tax debt balance
  • Request for tax certification
  • Proof of settled status based on local public revenues/ Request for grant of a certificate on settled liabilities based on local public revenues
  • Contacts of the city administration, services, and departments

For more information, please visit the City of Sombor web page.


Local citizens and businesses can count on MIA to get information on:

  • Administrative proceedings on the right to child benefits
  • Administrative proceedings on the right to parental allowance
  • Request for tax certification
  • Request for birth certification, proof of residency, marriage certificate and other documents
  • Contacts of the city administration, services, and departments

For more information, please visit the City of Šabac web page.

Why MIA?

MIA is a chatbot that makes using public services easier, by speeding up procedures and by reducing the need for visiting multiple locations to complete, a legally required, administrative process.

Chatbots are technologically advanced communication solutions that can replace countless customer services across the world.

MIA also helps workers in the public sector, by allowing them to switch to more complex and interesting tasks, while citizens can get answers without leaving the convenience of their own home.

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