The Office for Information Technology and eGovernment (ITE), with the support of the Ministry of Public Administration and Local Self-Government, NALED, and UNDP, is implementing the project “eGovernment for All.”

The aim of the project is to support the digital transformation of up to 10 pilot local governments in the Republic of Serbia by strengthening the capacities of public servants to provide electronic services and use digital tools, as well as by supporting the improvement of existing digital infrastructure. The selected local governments will have a unique opportunity to introduce new or improve existing e-services through mentoring and direct collaboration with digital transformation experts.

Thanks to the project, the selected local governments will enhance their capacity to deliver e-services, improve their digital skills, and strengthen infrastructure, enabling them to manage administrative procedures more efficiently for the benefit of both citizens and businesses.

In addition to mentoring support and participation in a series of training sessions, the selected local governments will receive training materials (presentations, manuals, etc.), providing them with long-term resources to support continuous staff development and the sustainability of the knowledge and skills acquired, as well as more effective use of digital tools. Additionally, these materials will enable the selected LGUs to independently organize internal trainings for new employees.

Through project-related promotion activities (including information days, paid media campaigns, and the creation of promotional materials), the selected LGUs will gain increased visibility and recognition as leaders in digital transformation, which will contribute to their better positioning at both the national and regional level.

Support will be provided through the introduction or improvement of e-services available on the eGovernment Portal, such as:

Application for electronic identification of citizens and businesses – faster registration of users on the eGovernment Portal

• Enables officials to register citizens on the eGovernment Portal

• Increases the number of e-service users, reducing queues and easing the workload of staff

• Citizens gain easier access to local government electronic services

eMailbox – faster and more efficient electronic delivery of documents to citizens and businesses

• Local governments can send decisions, rulings, and other documents to citizens electronically

• No need for printing and mailing documents or delivering them at counters

• Faster and more efficient resolution of citizens’ requests

Service Generator – creating e-services based on the needs of citizens and businesses

• Local governments can independently create and launch new e-services

• Digitization of procedures in line with the specific needs of the local community

• Citizens gain easier access to services like “eKindergarten” (enrollment in preschool institutions) and “eScheduling” (online appointment booking)

ePayment – simple payment of fees and charges without waiting in line

• Officials immediately see the payment status, no need to submit proof of payment

• Streamlined procedures and reduced counter queues

• Citizens can pay local fees and charges electronically

eRegistry Office – easy initiation of administrative procedures electronically

• Faster and more efficient case processing

• Easier document search and access, better tracking of case status

• Simplified communication with national and provincial bodies

• Citizens can submit requests online, without queuing at service counters

• Reduced burden on front-desk staff and faster processing

Data Exchange System “eZUP” – electronic access to official data without paperwork

• Officials gain electronic access to official registries and records

• Less paperwork and administrative burden

• Automated data retrieval and faster case resolution

• Citizens no longer have to submit documents the state already holds

• Faster procedures and elimination of unnecessary documentation

“Registry” software – all local government procedures available online

• Faster data processing

• Easier document search and access

• Reduced risk of document loss or damage

• Automation and process control

• Local governments will receive training on creating/improving their Procedure Catalog

• Citizens can submit requests for all local government services electronically

POS terminals – cashless payments, faster and safer transactions

• Increased efficiency in collecting fees and charges

• Reduced risk of money theft, greater transparency and financial oversight

• Local governments receive POS terminals tailored to their needs

• Ability to pay multiple or individual fees at once

• Citizens can pay fees and charges using payment cards or by scanning a QR code, without going to the bank

Internal CRM system – better communication and more efficient management of citizen inquiries

• Unified system for tracking and handling inquiries (email, Viber, SMS, calls, etc.)

• Faster and more efficient communication with citizens

• Automatic forwarding of requests to the competent departments

Cloud-based eSeal – digital sealing of documents, no paper or physical stamps

• Faster, safer, and more efficient validation of official documents

• Integration with existing local government information systems

• Streamlined procedures and elimination of unnecessary administration

Open data – transparency and better decision-making

• Support to local governments in categorizing, processing, and publishing datasets

• Public availability of data in machine-readable format

• Enables citizens and businesses to use data for analysis and app development

Creating electronic services based on user experience – citizen- and business-centered services

• Reduced queues at counters

• Faster and simpler user request processing

• Development of intuitive, accessible, and easy-to-use services

Infrastructure – improvement of physical and digital infrastructure for more efficient service delivery to citizens and businesses

• Reliable internet connection that optimizes administrative procedures

• Connection to the unified ICT network for eGovernment (eGovernment Network), a private network enabling secure and reliable data exchange and use of government services through SD-WAN technology

• High-quality WiFi with a “captive” portal that allows space for various types of messages and links to other government portals

• Standardized websites for local governments providing easier access to information and aligned with government standards

• Official domain registration for local governments

• Website hosting

• Official email domains for officials – ensuring standardized and professional communication with citizens

• Secure cloud-based backup storage at the State Data Center via an intuitive user portal – eliminating the need for physical data storage, reducing maintenance costs, and ensuring data protection

The project also focuses on promoting electronic services among citizens, and the selected local governments are expected to organize info days for citizens. The most successful local governments in the project will be awarded the eGovernment Champion recognition.

Eligibility Criteria:
Applicants for participation in the digital transformation project must meet one of the following status criteria:

• The applicant is a local self-government unit within the territory of the Republic of Serbia

• The applicant is a city municipality that is part of a local self-government unit within the territory of the Republic of Serbia

In addition to meeting the status criteria, the following is required:

• Complete and sign the application form (Form 1)

• Fill out the online questionnaire to assess the current state of electronic services and infrastructure in local self-governments

Evaluation of Eligibility Criteria:
The organizer reserves the right to consider only applications submitted with complete supporting documentation (application form and fully completed questionnaire).

Applications will be evaluated and scored by the Expert Team for Digital Transformation of Local Governments, in cooperation with the Office for IT and eGovernment, UNDP, and NALED, according to the following criteria:

• Completed questionnaire assessing the current state of electronic services and infrastructure in local self-governments – 100 points

• Demonstrated readiness of the local government to allocate part of its own funds during the project – 20 points

The maximum number of points is 120.
During the evaluation process, the Digital Transformation Team may request additional clarifications, setting a deadline for responses, which local governments are obliged to meet.

Final Decision:
Local governments selected to receive support under the “eGovernment for All” project will be notified via email.

Public Call Duration:
The public call is open from June 18 to July 18, 2025, until 11:59 PM.

Application Submission:
Applications must be submitted exclusively via email to the following address: sampioni@euprava.gov.rs
by providing:

• A scanned and hand-signed application form (Form 1)

• A completed online questionnaire: https://www.surveymonkey.com/r/eluslugeidiginfrastruktura

  Documentation is available in Serbian. 

Contact Person for Additional Information and Clarifications:
Interested local self-governments may request additional information or clarifications by email in order to prepare their applications.

All additional information is available via email at:
sampioni@euprava.gov.rs