LocationsCitizens expect simple e-services, as well as expedited and efficient communication with the public administration
July 20, 2022
Podgorica, 20 July, 2022 – Citizens want easy access to electronic services that allow fast, efficient and high-quality communication with the public administration. Marginalised groups such as people with disabilities, single parents or the members of the Roma and Egyptian population – who have so far faced e-services of different quality and redundant, complicated processes – expect a reduction in procedures in contact with the public administration and that they will not have to submit the same data twice – which will contribute to the improvement of their private and professional life.
This is the conclusion of the workshop where, in a direct conversation with citizens and with the aim of better understanding their expectations, needs and experiences with e-services, the concept of electronic identification was presented, along with a number of advantages that electronic identity card brings in terms of access to currently available public sector e-services. The first in a series of workshops was organised in the context of the project "E-services and Digital Infrastructure in Response to COVID-19", funded by the European Union, and implemented by UNDP in cooperation with the Ministry of Public Administration.
Vesna Simonovic, Head of the Department for Portals and Services at the Ministry of Public Administration, said: "Citizens' views will help us develop new e-services in line with the real needs of society as a whole, adapting them to the unique experiences and needs of different communities."
All citizens, regardless of their physical limitations, material status and age, must be enabled to benefit from digitisation. Special attention should be paid to providing support to communities that are most exposed to the risk of marginalisation – including, in addition to the mentioned ones – persons with disabilities, single parents and the members of the RE population, as well as senior citizens, young entrepreneurs and women entrepreneurs, and students living in student dormitories. In this way, we widen the net regarding digital literacy, skills, training, and employment opportunities.
Radovan Popovic, Acting Director General of the Directorate for Administrative Affairs, Citizenship and Foreigners at the Ministry of Internal Affairs, stresses that the needs of all members of society differ significantly, but that they can be met through the development of user-oriented public e-services. He added that the Ministry of Interior would continue to work on the development of new electronic services, placing particular emphasis on vulnerable groups.
The digital economy can offer a multitude of opportunities for persons with disabilities, who often face stigma as an obstacle in employment, but also in everyday life.
Goran Macanovic, executive director of the Association of the Blind of Montenegro expects that "electronic services will meet the standards of e-accessibility, so that users of screen readers and those with partial vision impairment could use them without hindrance". It is important to bridge the digital skills gap, especially among our fellow citizens who may need more support when using e-services compared to others", Macanovic said.
Savo Knezevic, president of the National Association of Parents of Children and Youth with Developmental Disabilities, expects that "e-services will help parents with their everyday obligations, especially in the domain of easier access to health care and social services, without unnecessary wasting of time when making an appointment, and waiting in lines. Also, it is necessary to improve the level of digital literacy of all citizens," said Knezevic.
Snezana Nikcevic from NGO 35mm points out that "it is very important to establish continuing communication with citizens when it comes to using e-services. Also, it is of utmost importance to develop cooperation between the civil sector and public administration, because the development services that citizens will actually use is only possible through joint action based on realistic expectations of citizens themselves".
Boris Rebic, project manager at UNDP, points out that "the accelerated pace of digital transformation carries the risk of increasing the social exclusion of already vulnerable groups that are not digitally literate or connected".
"Persons with disabilities, retired persons, students, women, all think differently about technology, yet their different perspectives are important for the development of e-services in order to ensure that the benefits of the digital society are available to everyone", said Rebic.
A number of electronic services are currently available to the citizens of Montenegro. These services provide easier access to quality education, and facilitate starting and running a business, while numerous e-services in the future will enable citizens to pay real estate tax online; register and schedule a wedding (on the territory of the Capital City, at first); obtain insight into the register of fines and payments, while students and pupils will be able to apply for dormitory accommodation. Electronic enrolment, which is currently only possible in state educational institutions, will also include private kindergartens and faculties. This practically means that submitting applications at the counter will not be necessary or will be reduced to a minimum.
The plan is to organise a series of public workshops for anyone who wants to learn how to use e-services. Our goal is to draw the attention of as many citizens as possible to new solutions made possible by digitisation, which will create equal conditions and opportunities for everyone to use digital public services. In addition to these workshops and tutorials with detailed user instructions, operators in regional units of the Ministry of Interior, in Bijelo Polje, Pljevlja, Niksic, Bar, Herceg Novi and Podgorica, will provide support to citizens to activate certificates in the electronic identity card at the document issuance sites.