LocationsImproving the Work of Single Administrative Points in Serbia
From One Service Point - To One Request - For Multiple Services
November 24, 2025
Belgrade, 24 November 2025 – The Ministry of Public Administration and Local Self-Government and United Nations Development Programme (UNDP) today presented the findings of an analysis of the functioning of Single Administrative Points (SAPs) and recommendations for further improvement of this public service. In 69 local governments across Serbia, SAPs make access to public administration services faster, simpler and more efficient for citizens and businesses, enabling them to obtain multiple services from local and national institutions in one place.
The Minister of Public Administration and Local Self-Government, Snežana Paunović, emphasised that Single Administrative Points are visible proof of public administration reform, allowing citizens to exercise their rights and complete administrative tasks in one location, with the support of trained civil servants and modern digital solutions, without the need to visit multiple institutions. According to her, the goal of this model is to bring the administration closer to people, making it more accessible, transparent and focused on citizens’ needs.
“Single Administrative Points are not only an administrative innovation, but a bridge between citizens and the state, a place that shows public administration can be a service that listens, understands and responds. The task of all institutions is to strengthen, improve and expand this bridge so that it is equally accessible to everyone, regardless of geographic or social differences”, the Minister stressed.
The analysis conducted by UNDP in 48 local governments shows clear benefits of SAPs, including saving local budget funds and citizens’ time, as well as facilitating the realisation of various rights. For example, social assistance beneficiaries, farmers, and local business owners use SAP services to obtain support, access subsidies, or secure permits. The analysis also revealed that the greatest potential for further development lies in making SAPs a place – whether as a physical or digital service point – where citizens can initiate all necessary procedures related to a life event with a single request. To achieve efficient service delivery, the analysis recommends integrating all necessary procedures through electronic services and improving the digital skills of civil servants.
“Public services that respond to the real needs of citizens and businesses, combined with digitised procedures for delivering those services, help build a modern, accountable, and inclusive public administration – one that citizens can trust and businesses can rely on”, said Yakup Beris, UNDP Serbia Resident Representative. He added that UNDP, as part of a joint initiative with the Ministry of State Administration and Local Self-Government, the Office for Information Technology and eGovernment, and NALED, is helping 10 cities and municipalities enhance their digital capacities and provide better electronic services to citizens, including training for civil servants.
“Some of these local governments also have Single Administrative Points, so this pilot programme will give them an opportunity to further improve this service”, Beris explained.
The recommendations from the analysis will contribute to further improvement of SAP operations and will be used when planning activities under the Public Administration Reform Strategy for 2026–2030. The goal is for SAPs to become the standard model of public service delivery, streamlining procedures across different levels of government, facilitating communication between citizens and the state and fostering greater trust in institutions.
The event was attended by representatives of state institutions, local governments, international organizations, as well as experts in the field of digital governance.
