Digital platforms increasingly serve as a bridge between citizens and institutions, enabling simpler and faster communication with local administrations. One of the best examples of such practice in Bosnia and Herzegovina is the eCitizen platform. Put simply, it is a tool that allows citizens to quickly, clearly, and efficiently report problems, ask questions, and take part in the development of their communities.

eCitizen was developed within the framework of the Municipal Environmental Governance Project (MEG2), jointly funded by the Government of Switzerland, Sweden, and the Government of the Czech Republic, as well as the European Union, and implemented by the United Nations Development Programme (UNDP) in Bosnia and Herzegovina. This online platform is available via computer and mobile devices, with the aim of increasing transparency, accountability, and the quality of services that local governments provide to their citizens.

A platform that brings real change

Citizens across Bosnia and Herzegovina are increasingly using eCitizen to point out issues in their communities. From faulty streetlights, damaged roads, broken traffic lights, and bus stops, to waste management problems. Importantly, the system allows easy tracking of the status of each report, further strengthening citizens’ trust in institutions.

One of the platform’s users, Sead Hamidović from the settlement of Luke in Gračanica, says:

“In my neighborhood, I noticed a malfunction in public lighting, which I reported via the eCitizen app. Within 48 hours, the city services resolved the problem. I invite all citizens to use the app, because such changes are only possible if we all take part.”

A similarly positive experience was shared by Nermina Salkić from the Riječka settlement, also in Gračanica:

“Through the eCitizen platform I reported a problem with potholes on the road. With a prompt intervention, the city services reacted and quickly repaired everything. I would like to commend the work of the platform and encourage all citizens to use it to communicate and highlight existing issues. In this way, we actively participate in the development of our city.”

Citizens are not only noticing problems but also quickly seeing results. Stefan from Laktaši reported a malfunctioning traffic light via eCitizen:

“I reported a problem with a signaling device on the street where I live. With a quick response, the problem was solved and the traffic light was put back into operation. The whole process was very simple, and the outcome effective.”

Another example comes from Gradiška. Sanjin Kalinac used the app to report damage to a bus stop:

“Through the eCitizen app I reported a problem with a bus stop whose roof had been blown off by strong wind. Within a few days, the problem was resolved. I encourage all residents of Gradiška to use the app and in this way contribute to the development of the local community.”

Digital transformation in the service of citizens

Through this platform, citizens can not only report specific malfunctions and irregularities, but also ask questions to local authorities, seek information, and actively participate in decision-making.

One of the most useful features of the app is the “Questions for the Mayor” option, which enables citizens to address municipal and city leaders directly. This channel of communication further strengthens transparency and accountability, while opening up space for constructive dialogue between the community and authorities.

With its simple design, availability on all devices, and automatic notifications about the status of submissions, eCitizen encourages citizens to engage more in shaping better living conditions in their communities.

Use your voice

The experiences of users from different municipalities and cities show that eCitizen is a real change in the way citizens participate in community life. Citizens now have a tool to take initiative and directly influence the quality of life in their surroundings.

Every report, every question, every compliment and suggestion contributes to a better community and a more modern administration. Your voice matters. Your problem is important. The eCitizen app is here to listen to you – and together we can build more transparent, accountable, and efficient local communities.