In a time when technology is increasingly becoming a part of our daily lives, the digitalization of public administration has emerged as a key factor in improving the quality of services for citizens. One of the brightest examples of this trend is the eCitizen platform, which serves as a digital assistant for users in Bosnia and Herzegovina, enabling them to communicate quickly, easily, and efficiently with local administrations.

Simplifying everyday tasks

The eCitizen platform was designed to make everyday tasks easier for citizens, such as reporting communal issues, participating in public discussions, and more. The platform’s key advantage lies in its accessibility and user-friendliness. Through the mobile or web application, users can report a problem, ask questions to elected representatives of their local community, leave comments, or participate in surveys that shape their community. This digital connection with local authorities enables greater transparency and faster responses from relevant services.

Examples from practice – Čitluk and Tešanj

The example of the Municipality of Čitluk shows how eCitizen can become a powerful tool for civic activism and improving local infrastructure. Martina Primorac, a resident of Čitluk, started using the app in March 2024. Her complaint concerned the removal of large garbage containers from public areas and their replacement with household bins. “I am satisfied with the reaction of the Public Utility Company because they responded very quickly,” said Martina. A pilot project has already been launched in Vidovići, Trepčići, and Biletić Polje, with plans to expand it to the entire municipality within two years.

A similarly positive experience comes from the Municipality of Tešanj, where citizens are fully engaged in the work of local government through the application. So far, 301 complaints have been submitted to Tešanj through eCitizen, each of which has been resolved or is in the process of being resolved. The Mayor has responded to all questions submitted to him via the app.

Edin, a user from Tešanj, noted: “A retaining wall collapsed in my neighborhood, and it was resolved within two days. I think the app is very useful for solving so-called ‘neighborhood problems.’” He also emphasized that citizens can submit questions to councilors, further highlighting the inclusion of citizens in local governance.

Citizens at the center of digital transformation

What is particularly encouraging is that two-thirds of eCitizen users are young people between the ages of 18 and 35, proving that digital transformation is not only technically but also generationally embraced. Young people, as the most active users of digital technologies, are becoming the drivers of change in their local communities.

The eCitizen application is not just a tool, but a bridge between citizens and local administration. The platform enables a direct and transparent communication channel that delivers results. A reported problem no longer remains “pending” but is turned into concrete actions that change daily life.

Digitalization is the present

The digitalization of public services is no longer the future – it is the present. The eCitizen platform is proof that technology, when properly applied, can bring real and measurable benefits to citizens. With fast communication, efficient problem-solving, and active citizen engagement, eCitizen is becoming a key tool in creating better organized, more transparent, and responsive local communities. Get involved. Use what is available to you. Your voice, your complaint, and your idea through eCitizen can be the first step toward better living conditions for all of us.

eCitizen was developed within the framework of the Municipal Environmental Governance Project (MEG2), which is funded by the Government of Switzerland, Sweden, and the Government of the Czech Republic, as well as the European Union, and implemented by UNDP in Bosnia and Herzegovina.