Issuu

Issue No 1

DIGITAL REFORM 2018 Mihailo Jovanović, Director of the Office for IT and eGovernment, Government of the Republic of Serbia ∎ Mariya Gabriel, European Commissioner for Digital Economy and Society ∎ Houlin Zhao, Secretary-General, ITU ∎ Mladen Šarčević, Serbian Minister of Education, Science and Technological Development ∎ H.E. Arne Bjornstad, Ambassador of Norway to Serbia ∎ H.E. Denis Keefe, UK Ambassador to Serbia ∎ Dejan Masliković, Deputy Minister of Culture and Information ∎ Tatjana Matić, State Secretary of the Ministry of Trade, Tourism and Telecommunications ∎ Marija Kujačić, Head of Section for e-Government Development and Standardisation, Directorate for e-Government, Serbia ∎ Predrag Ćulibrk, Director General, Telekom Srbija ∎ Goran Pitić, President of the Management Board, Societe Generale Banka, Serbia ∎ Željko Vujinović, General Manager, Microsoft Serbia & Montenegro ∎ Vladimir Knežević, Country Managing Director, ORACLE Serbia & Montenegro ∎ Branko Milutinović, CEO, Nordeus ∎ Udo Eichlinger, CEO, Siemens d.o.o. (Ltd.) ∎ Nebojša Ninić, General Manager, LANACO ∎ Zoja Kukić, Editor and Atuthor of StartIt ∎ Artur Turemka, General Manager for the Balkans, Mastercard ∎ Nataša Marković, General Manager, Galeb Group ∎ Jelena Knežević, Certified Auditor, Managing Director, LeitnerLeitner ∎ Žarko Kecić, Director, RNIDS ∎ Dejan Vukotić, Director, AOFI ∎ Ivan Milentijević, Director at AXIOM TECH d.o.o. (Ltd.) ∎ Jasmina Vignjević, President of the Digital and E-Commerce Committee, Foreign Investors Council ∎ Vera Nikolić Dimić, Executive Director, AmCham ∎ Diana Gligorijević, Regional Director of Marketing and Sales at TeleGroup ∎ Dubravka Kosić, Lawyer, Kosić Law Office ∎ Miodrag Šepa, Solution Design & Consulting Expert, ENEL PS ∎ Gordan Vujičić, Chief Sales Officer, ENEL PS ∎ Vladimir Radunović, Director of e-Diplomacy and Cybersecurity Programmes at DiploFoundation ∎ Đorđe Krivokapić, Legal and Policy Director, Share Foundation ∎ Zvonko Obradović, Director, Serbian Business Registers Agency ∎ Jelena Bojović, Policy Director, NALED ∎ Bogdan Laban, Mayor of Subotica ∎ Vidoje Petrović, Mayor of Loznica ∎ Miroslav Jokić, Head of the City Administration for General and Joint Affairs, Sremska Mitrovica ∎ Dr Slobodan Milenković, Mayor of Vranje ∎ Miloš Ignjatović, President of the Municipality of Zvezdara ∎ Vladan Kocić, President of the Municipality of of Rakovica ∎ Jovan Repac, President of the Municipality of Plandište ∎ Radisav Čučulanović, President of the Municipality of Kladovo ∎ Dragan Tošić, President of the Municipality of Bečej ∎ Goran Miljković, President of the Municipality of Bela Palanka ∎ Đorđe Radinović, President of the Municipality of Stara Pazova ∎ Milan A. Nedeljković Ph.D., President of the Municipality of Vračar ∎ Stana Đember, President of the Municipality of Čoka ∎ Nikola Nikolić, President of the Municipality of Despotovac ∎ Borislav Antonić, President of the Municipality of Bač ∎ Novica Janošević, President of the Municipality of Kučevo ∎ Zoran Jevtić, President of the Municipality of Mali Zvornik ∎ Čedomir Božić, President of the Municipality of Žabalj ∎ Nebojša Nenadović, President of the Municipality of Bojnik ∎ Bojan Janković, President of the Municipality of Mionica ∎ Vladica Dimitrov, President of the Municipality of Dimitrovgrad ∎ Dr Predrag Terzić, Mayor of Kraljevo ∎ Milorad Milinković, President of the Municipality of Vladimirci

CONTENTS

UK SUPPORTS SERBIA’S DIGITISATION

H.E. DENIS KEEFE, UK AMBASSADOR TO SERBIA

DIGITISATION HAS CHANGED THE WORLD

MIHAILO JOVANOVIĆ DIRECTOR AT OFFICE FOR INFORMATION TECHNOLOGIES AND E-GOVERNMENT, GOVERNMENT OF THE REPUBLIC OF SERBIA

AGE OF DIGITAL TRANSFORMATION

ŽELJKO VUJINOVIĆ, GENERAL MANAGER, MICROSOFT SERBIA & MONTENEGRO

CONTINUOUS INVESTMENT & INFRASTRUCTURE IMPROVEMENT: CONDITIONS FOR STABLE GROWTH

PREDRAG ĆULIBRK, DIRECTOR GENERAL, TELEKOM SRBIJA

LAYING THE FOUNDATIONS OF A DIGITAL EUROPE

MARIYA GABRIEL, EUROPEAN COMMISSIONER FOR DIGITAL ECONOMY AND SOCIETY, EC

TECHNOLOGY MAKES A CASHLESS SOCIETY INEVITABLE

GORAN PITIC, PRESIDENT OF THE MANAGEMENT BOARD, SOCIETE GENERALE BANKA, SERBIA

SERBIA GROWING CASHLESS SOCIETY

ARTUR TUREMKA, GENERAL MANAGER FOR THE BALKANS, MASTERCARD

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AN ENORMOUS POTENTIAL OF ICT FOR GOOD

ADAPT EDUCATION TO THE NEEDS OF THE MARKET

MLADEN ŠARČEVIĆ, SERBIAN MINISTER OF EDUCATION, SCIENCE AND TECHNOLOGICAL DEVELOPMENT

JASMINA VIGNJEVIĆ, PRESIDENT OF THE DIGITAL AND E-COMMERCE COMMITTEE, FOREIGN INVESTORS COUNCI

“EDUIS” FOR 21ST CENTURY EDUCATION

NEBOJŠA NINIĆ, GENERAL MANAGER, LANACO

WITHOUT DIGITISATION, WE REMAIN AT THE START

BRANKO MILUTINOVIĆ, CEO, NORDEUS

THE BEST COURSE OF ACTION

JELENA KNEŽEVIĆ, CERTIFIED AUDITOR, MANAGING DIRECTOR, LEITNERLEITNER

36 38

DIGITAL PRODUCTION IS INEVITABLE

UDO EICHLINGER, CEO, SIEMENS D.O.O. (LTD.)

TECHNOLOGY SHOULDN’T BE FEARED, BUT USED WISELY

WHEN THE STATE AND ENTREPRENEURS ROW IN THE SAME DIRECTION - SUCCESS IS GUARANTEED NATAŠA MARKOVIĆ, GENERAL MANAGER, GALEB GROUP

48 50

MODERN BUSINESS AND DOMAINS

ŽARKO KECIĆ, DIRECTOR, RNIDS

DIGITAL TRANSFORMATION OF CULTURE

EFFICIENT EGOVERNMENT MOST IMPORTANT FOR A BETTER BUSINESS ENVIRONMENT VERA NIKOLIĆ DIMIĆ, EXECUTIVE DIRECTOR, AMCHAM

DEJAN MASLIKOVIĆ, DEPUTY MINISTER OF CULTURE AND INFORMATION

VLADIMIR KNEŽEVIĆ, COUNTRY MANAGING DIRECTOR, ORACLE SERBIA & MONTENEGRO

WE WANT TO EMPOWER YOUNGSTERS

ZOJA KUKIĆ, EDITOR AND AUTHOR OF STARTIT

IT SECTOR - SERBIA’S GREATEST POTENTIAL

H.E. ARNE BJORNSTAD, AMBASSADOR OF NORWAY TO SERBIA

SERBIA PART OF WORLDWIDE NETWORK OF EXPORT INSURERS

DEJAN VUKOTIĆ, DIRECTOR, AOFI

SERBIAN PLM SYSTEMS – PILLAR OF FUTURE FACTORIES

HOULIN ZHAO, SECRETARY-GENERAL, ITU

IVAN MILENTIJEVIĆ, DIRECTOR AT AXIOM TECH D.O.O. (LTD.)

OPEN DATA – OPEN OPPORTUNITIES

UNITED NATIONS DEVELOPMENT PROGRAMME

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EFFICIENT AND TRANSPARENT BUREAUCRACY ATTRACTS NEW INVESTORS

SOLUTIONS EVEN FOR THE MOST DANGEROUS CYBER THREATS

DIANA GLIGORIJEVIĆ, REGIONAL DIRECTOR OF MARKETING AND SALES AT TELEGROUP

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BOTH REGULATIONS AND PROMOTIONS

DUBRAVKA KOSIĆ , LAWYER, KOSIĆ LAW OFFICE

SECURITY: TOP PRIORITY

MIODRAG ŠEPA, SOLUTION DESIGN & CONSULTING EXPERT AND GORDAN VUJIČIĆ, CHIEF SALES OFFICER, ENEL PS

CONTENTS

BROADBAND INTERNET PROMOTES GDP GROWTH AND EMPLOYMENT

THE OFFICE FOR INFORMATION TECHNOLOGY AND E-GOVERNMENT IS READY FOR FASTER IT DEVELOPMENT

TATJANA MATIĆ, STATE SECRETARY OF THE MINISTRY OF TRADE, TOURISM AND TELECOMMUNICATIONS

MARIJA KUJAČIĆ,HEAD OF SECTION FOR E-GOVERNMENT DEVELOPMENT AND STANDARDISATION, DIRECTORATE FOR E-GOVERNMENT, SERBIA

ABOLISHING STAMPS LEADS TO ECONOMIC GROWTH

JELENA BOJOVIĆ, POLICY DIRECTOR, NALED

64 66

ĐORĐE KRIVOKAPIĆ, LEGAL AND POLICY DIRECTOR, SHARE FOUNDATION

PROGRESS ON THE DOING BUSINESS LIST THANKS TO SIMPLIFIED COMPANY REGISTRATION

ZVONKO OBRADOVIĆ, DIRECTOR, SERBIAN BUSINESS REGISTERS AGENCY

WE ARE DEVELOPING A NEW CITY PORTAL

DR SLOBODAN MILENKOVIĆ, MAYOR OF VRANJE

EMPLOYEE TRAINING IMPORTANT TO TOTAL RESULTS OF DIGITISATION MILOŠ IGNJATOVIĆ, PRESIDENT OF THE MUNICIPALITY OF ZVEZDARA

IMPACT OF CYBER SECURITY AND DIGITAL DATA ON THE 21ST CENTURY

SERBIA AWAITED BY GDPR ALIGNMENT

A MOBILE APPLICATION WILL PROVIDE BETTER COMMUNICATION WITH INSTITUTIONS

MIROSLAV JOKIĆ, HEAD OF THE CITY ADMINISTRATION FOR GENERAL AND JOINT AFFAIRS, SREMSKA MITROVICA

VLADIMIR RADUNOVIĆ, DIRECTOR OF E-DIPLOMACY AND CYBERSECURITY PROGRAMMES AT DIPLOFOUNDATION

DIGITISATION PIONEERS

BOGDAN LABAN, MAYOR OF SUBOTICA

FIRST IN SERBIA TO UPDATE ADDRESS REGISTER

VIDOJE PETROVIĆ, MAYOR OF LOZNICA

DEVELOPMENT OF ESERVICES FOR AN EVEN BETTER BUSINESS ENVIRONMENT

RATKO STEVANOVIĆ, MAYOR OF JAGODINA

ENSURING EFFICIENT COMMUNICATION

VLADAN KOCIĆ, PRESIDENT OF THE MUNICIPALITY OF OF RAKOVICA

GREAT ROOM FOR PROGRESS

JOVAN REPAC, PRESIDENT OF THE MUNICIPALITY OF PLANDIŠTE

‘INSTANT’ DOCUMENTS

RADISAV ČUČULANOVIĆ, PRESIDENT OF THE MUNICIPALITY OF KLADOVO

GIS AT THE SERVICE OF INVESTORS

GORAN MILJKOVIĆ, PRESIDENT OF THE MUNICIPALITY OF BELA PALANKA

WE’LL CREATE A PLATFORM TO PAY TAXES & FEES ONLINE

ĐORĐE RADINOVIĆ, PRESIDENT OF THE MUNICIPALITY OF STARA PAZOVA

ELECTRONIC COMMUNICATION BECOMING PART OF DAILY OPERATIONS

MILAN A. NEDELJKOVIĆ PH.D., PRESIDENT OF THE MUNICIPALITY OF VRAČAR

NETWORKING OF MUNICIPAL SERVICES TO CONTINUE

DIGITISATION OF CULTURAL HERITAGE

STANA ĐEMBER, PRESIDENT OF THE MUNICIPALITY OF ČOKA

NIKOLA NIKOLIĆ, PRESIDENT OF THE MUNICIPALITY OF DESPOTOVAC

WE’RE INTRODUCING AN EREGISTRAR AND ESESSIONS

BORISLAV ANTONIĆ, PRESIDENT OF THE MUNICIPALITY OF BAČ

WE EXPECT BETTER EFFICIENCY AND TRANSPARENCY

NOVICA JANOŠEVIĆ, PRESIDENT OF THE MUNICIPALITY OF KUČEVO

CONTINUED INVESTMENT IN EGOVERNMENT DEVELOPMENT IN 2018

ZORAN JEVTIĆ, PRESIDENT OF THE MUNICIPALITY OF MALI ZVORNIK

DIGITISATION IN THE SERVICE OF LOCAL TAX ADMINISTRATION

TAILOR ONLINE SERVICES TO CITIZENS’ NEEDS

ČEDOMIR BOŽIĆ, PRESIDENT OF THE MUNICIPALITY OF ŽABALJ

NEBOJŠA NENADOVIĆ, PRESIDENT OF THE MUNICIPALITY OF BOJNIK

NEW TECHNOLOGY FOR A NEW APPROACH TO EDUCATION

BOJAN JANKOVIĆ, PRESIDENT OF THE MUNICIPALITY OF MIONICA

MOTIVATION IS KEY TO PROGRESS

GIS IN THE SERVICE OF TAX ADMINISTRATION

WE’RE INTRODUCING ECOUNTERS

VLADICA DIMITROV, PRESIDENT OF THE MUNICIPALITY OF DIMITROVGRAD

DR PREDRAG TERZIĆ, MAYOR OF KRALJEVO

MILORAD MILINKOVIĆ, PRESIDENT OF THE MUNICIPALITY OF VLADIMIRCI

ESESSIONS FOR BETTER TRANSPARENCY

DRAGAN TOŠIĆ, PRESIDENT OF THE MUNICIPALITY OF BEČEJ

EDITOR Ana Novčić a.novcic@aim.rs

PHOTOS Zoran Petrović

DESIGNER Jasmina Laković j.lakovic@aim.rs SPECIAL THANKS TO MARIJA LAGANIN, Public Relations, Office for Information Technologies and e-Government

COPY EDITOR Mark Pullen mrpeditorial@mail.com HALIFAX TRANSLATION SERVICES office@halifax-translation.com

PROJECT MANAGERS Biljana Dević b.devic@aim.rs Nataša Trifunović n.trifunovic@aim.rs Nevena Đurković n.djurkovic@aim.rs Vesna Vukajlović v.vukajlovic@aim.rs OFFICE MANAGER Svetlana Petrović s.petrovic@aim.rs

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EDITORIAL MANAGER Neda Lukić n.lukic@aim.rs

GENERAL MANAGER Ivan Novčić i.novcic@aim.rs

FINANCIAL MANAGER Milena Damjanović m.damjanovic@aim.rs

PRINTING Rotografika d.o.o. Segedinski put 72, Subotica, Serbia

EXECUTIVE DIRECTOR Maja Vidaković m.vidakovic@aim.rs

E-SERBIA, DIGITAL REFORM 2018 Published by: alliance international media

Makenzijeva 67, 11111 Belgrade 17, PAK 126909, Serbia Tel: +(381 11) 2450 508 Fascimile: +(381 11) 2450 122 E-mail: office@aim.rs www.aim.rs All rights reserved alliance international media 2018 THIS PUBLICATION IS FREE OF CHARGE

INTERVIEW MIHAILO JOVANOVIĆ Ph.D. DIRECTOR OF THE SERBIAN GOVERNMENT OFFICE FOR IT AND eGOVERNMENT

Digitisation Has Changed The World

The world is changing rapidly, with globalisation and digitisation significantly increasing the pace of our lives and bringing us closer together than ever before, as well as presenting profound challenges to our self-perception, politics, the economy, security and society

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he creating, keeping, communicating and consuming of information are all being digitised, turned into the universal language of computers. All types of enterprises, from small businesses to large corporations, and from non-profits to government agencies, are going through a “digital transformation,” turning digitisation into new processes, activities and transactions. From the 1950s onwards, with a distinct jump in the 1990s due to the advent of the internet, digitisation has changed the way we work, shop, bank, travel, educate, govern, manage our health and enjoy life. The technologies of digitisation enable the conversion of traditional forms of information

IT SECTOR

IT MARKET

IT TRAINING

The IT sector is currently the fastest growing branch of the economy in Serbia, with fewer than 3,000 companies operating and employing around 41,000 workers, with an average gross monthly salary of 150,000 dinars

This branch of the economy is one of the few in our country with a greater supply of jobs than demand and a great shortage of experts. It is estimated that the IT market currently lacks more than 20,000 trained professionals

A new retraining competition that was completed recently attracted 13,000 applicants, while training is actually being prepared for 700 applicants who pass several rounds of selection

the world’, which enables parents to register their children storage, such as paper and photographs, into the binary in the birth register, confirming their residence and health code (ones and zeros) of computer storage. insurance electronically in the maternity ward – without In less than half a century, the entire society and the world having to visit the counters of various state institutions. we knew have changed. Digital evolution has transformed From the beginning of this year, parents have been able to the ways in which we communicate, educate ourselves or apply in the same way for parental allowance. treat ourselves... It has sprung up in all spheres of society and completely changed our everyday lives. One of the most important segments for citizens and the economy, which was digitised in the previous period, is the public administration, i.e. the state. The beginnings of this process were marked by the creation of the national eGovernment portal (www.euprava.gov.rs) in 2010, which had the aim of enabling citizens and representatives of the business sector to perform their activities fully online, instead of by queuing and visiting counters, with the help of a computer and internet connection. The portal is designed to bring users greater comfort and save them time and money, but also to increase transparency and reduce corruption and the state’s costs of printing (in the millions of dinars annually). The number of active portal users has grown steadily since its inception. Perhaps best illustrating this progressive trend is the fact that the portal had 30,000 users in 2015 and now has more than a million users. The national eGovernment portal is today one of the Replacing the old health insurance card for a new main channels of communication between citizens and one, enrolling children in preschool online, scheduling the state. Contributing massively to this situation has an appointment for an ID card or driver’s license, ordering copies of birth certificates and citizenship been the recent introduction of the ‘eZUP’ information system, which connected the 14 largest databases certificates, as well as registering a vehicle and changing a driver’s license are currently the most of six institutions in Serbia. Thanks to this project, popular among a total of 811 various electronic employees in the state administration and local services established by 144 state bodies. self-governments can now access citizens’ data using The national eGovernment portal is today one complex software that combines all these databases of the main channels of communication between in just a few seconds and clicks citizens and the state. Contributing massively to this situation has been the recent introduction With the advancement of ePayment, we have enabled of the ‘eZUP’ information system, which connected the 14 users to pay administrative fees for personal documents, largest databases of six state institutions in Serbia. Thanks registration extension or other electronic services completely to this project, employees in the state administration and online – via Master Card, Visa or Dina payment cards of all local self-governments can now access citizens’ data using banks operating on the Serbian market. In this way, we have complex software that combines all these databases in just for the first time offered them the complete electronic service a few seconds and clicks. of state bodies, which wasn’t previously complete because By strengthening our knowledge and capacities in 2016, citizens had to visit a counter in order to realise payment. we developed a new information system – ‘Baby, welcome to E-SERBIA, DIGITAL REFORM 2018 | 9

An important segment of the digitisation of public administration is the opening and publishing of state data in one central location, on the new National Open Data Portal, which started its work in mid-October last year. The European Commission predicts that the opening of data will create a market valued at 40 billion euros annually, while the total value it will bring the EU economy will reach 200 billion euros. That’s why open data is spoken of at the international level as the new oil.

shortage of qualified personnel. This branch of the economy is one of the few in our country with a greater supply of jobs than demand and a great shortage of experts. It is estimated that the IT market currently lacks more than 20,000 trained professionals. This led to the Office for IT and eGovernance initiating a national re-training programme in the IT sector, at the recommendation of the Council of Ministers chaired by Prime Minister Ana Brnabić and with the support of partners from the UNDP and the private sector. To date, 94 trainees have been equipped to work as junior programmers. As many as 70 per cent of them found work or began attending professional practise in some of the largest domestic IT companies. A new retraining competition that was completed recently attracted 13,000 applicants, while training is actually being prepared for 700 applicants who pass several rounds of selection. Within the framework of the Government’s initiative to increase the number of IT specialists, the capacity of technical faculties has been improved - they received permission to hire additional teaching staff, and as of this year, the number of students has increased by about 630 places, or 20 per cent. Moreover, Information Technology and Computing has been introduced as a subject in primary schools, all of which are equipped with computers, while 1,750 of them have been provided with secure internet connections.

The IT sector could be the change that we expect – a lever that will launch the Serbian economy and place us among the regional leaders in this industry. We have the knowledge, people and capacities, the support of the community and the state itself. It’s only up to us to be creative, curious, eager for knowhow and actively participate in the digital evolution

IT SECTOR – THE DRIVING FORCE OF OUR ECONOMY Alongside the state, the most important carrier of technological and digital development is the IT sector of our country. In this branch of the economy, which is currently the fastest growing in Serbia, fewer than 3,000 companies operate and employ about 41,000 workers, with an average gross monthly salary of 150,000 dinars. Practise has shown that one factor that could seriously slow down and limit the growth of the IT sector in Serbia is a

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CAPACITIES, PERSONNEL & KNOWHOW FOR FURTHER DEVELOPMENT Our developers are the drivers of innovation and generators of profit for the most important domestic and foreign companies, while the World Economic Forum ranked Serbia among the best third of countries worldwide in terms of the level of technological readiness. For the first time, digital transformation has been recognised as a topic of national importance, and the carrier of this development is the state itself – which guarantees the fastest and safest possible implementation of new technologies and processes. The IT sector could be the change that we expect – a lever that will launch the Serbian economy and place us among the regional leaders in this industry. We have the knowledge, people and capacities, the support of the community and the state itself. It’s only up to us to be creative, curious, eager for knowhow and actively participate in the digital evolution. ■

INTERVIEW MARIYA GABRIEL EUROPEAN COMMISSIONER FOR DIGITAL ECONOMY AND SOCIETY

Laying The Foundations Of A Digital Europe "Our main task is to help our co-legislators swiftly adopt the remaining proposals to meet the objectives set in the EU’s legislative priorities, as well as the European Council's call for full DSM implementation by the end of 2018"

EXCLUSIVE

e must manage the digital transformation and continue the process of digitising our industry and enhancing its capabilities with High Performance Computing that will allow for improved competitiveness - says Mariya Gabriel, European Commissioner for Digital Economy and Society, two and a half years after the start of the implementation of the European Commission’s Digital Single Market Strategy. Creating a strong DSM also represents a powerful engine of development for Europe that will provide citizens and the economy with new possibilities. And Serbia will also take its chance there in the future.

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- We must also pursue the digitisation of our strong service sector, promoting digital health and connected mobility, and increase the uptake of digital technologies for public services. Finally, we must bring digital skills and competences to all levels of education and training, says Commissioner Gabriel. • The creation of a digital single market is one of the most promising areas of advancement, which simultaneously represents the biggest challenge for Europe. Why does the continent need a digital single market and what tangible benefits will it bring for both the economy and society?

BUSINESS

TRUST

CHALLENGES

Our businesses need a fully functioning digital single market to be better able to scale up and trade across borders without being hindered by regulatory fragmentation

We need to foster trust in digital services, which is indispensable for the digital single market to succeed

The challenges being faced by EU Member States in this process are very similar to the ones that Serbia and the other Western Balkan countries must address

- Our daily life is becoming ever more digital and will transform the way we live, work and communicate with each other. The digital revolution, if well managed, offers the opportunity to strengthen Europe’s economy and society, which has suffered from a decade of low growth and a weakening of the social fabric. It is also an opportunity for the EU to demonstrate global leadership in innovation and technologies. Our businesses need a fully functioning digital single market to be better able to scale up and trade across borders without being hindered by regulatory fragmentation. Our industry and service sectors must take advantage of digitisation to modernise their processes. This is vital for our growth, employment and continued prosperity. We start from a very good place. We have a strong industrial base, a high-quality service sector, highly skilled people and a high capacity to innovate. We must now shift these competitive advantages to the digital world and consolidate Europe’s central position in global supply chains, or else risk being overtaken by our competitors. Last but not least, we need to ensure our graduates and workforce have the right skills to prosper and take advantage of the new environment.

and we put forward legislative proposals that bring copyright and the audio-visual sector into the digital era. • Which steps has the European Commission proposed for achieving the DSMS’s objectives? - Since the adoption of the DSMS with 16 priorities in May 2015, the Commission has put forward 44 proposals, 24 of which are legislative and 11 have already been completed.

• Achieving this extraordinary potential requires the removal of various obstacles. How has the Digital We wanted to create the right framework for digital Single Market Strategy (DSMS), adopted in 2015, defined the priority areas requiring new solutions? development. To this end, we proposed an important - The principal aim of the DSMS is to maximise the reform of the European telecom market. We also positive impact of the digital revolution on people’s continue to look at the role of online platforms in lives and European business activity. For example, the digital economy and we put forward legislative fundamental to the new data driven economy is that proposals that bring copyright and the audio-visual data is free to move. There are currently restrictions sector into the digital era in some national legislation that prevent this happening and we have already taken action to address that. Equally, we want consumers to be able to shop These proposals are intended to bring down barriers, reduce cross-border without restrictions. Our action on geo-blocking the costs of doing business across borders, improve access to is designed to address these barriers. And we also want to goods and services for all citizens, and create the necessary ensure that companies, and particularly SMEs. can expand conditions for investment and growth in digital infrastructure their operations abroad without the fear of not knowing the and services, and all those sectors that rely on them. applicable rules. This is why we take action on transparency in parcel delivery or VAT simplification. • As many as half of the proposed 16 steps relate to the first Finally, we wanted to create the right framework for priority area (“pillar”) - better access to goods and servicdigital development. To this end, we proposed an important reform of the European telecom market. We also continue es. Does this mean that this segment is actually the driver to look at the role of online platforms in the digital economy of the entire digital market? E-SERBIA, DIGITAL REFORM 2018 | 13

- The DSMS is built on three pillars for a reason. I would not say that any one is more important than another, but rather that - given the inter-related nature of the challenges we face - we will not have a fully functioning digital single market without significant progress on all three pillars. Without investment, we will not have ubiquitous connectivity and modern digital industrial processes. Without connectivity and the free flow of data, we won’t have connected cars or eHealth. Without action on skills, we will not have the workforce required for a digitised industry to function. All areas are equally important, so it would be a mistake to focus on one at the expense of the others.

the conditions that allow Member States, businesses and citizens to innovate and reap the rewards of digitisation. • What are the key achievements of 2016 and 2017? What are the remaining priorities until the end of 2018? - Since the start of 2017 we have been delivering on key parts of the Digital Single Market Strategy, such as the end of roaming, spectrum coordination and the adoption of the Marrakech Treaty to facilitate access to published works for blind or visually impaired people. Citizens will soon benefit from portability of content or internet connectivity in public spaces through the WiFi4EU initiative. We have already started work on fake news, HPC and many other concrete proposals. I am also proud of the agreement reached in November on geo-blocking. In May 2017 we adopted proposals to ensure a fair, open and secure digital environment by putting forward ideas that will boost our cyber security, enable a free flow of non-personal data and improve the online platform ecosystem.

• In accordance with the DSMS, the European Commission also this year recommended the updating of legislation, in order to ensure greater privacy in e-communications, as well as political and legal solutions essential for launching a European data economy. Why is the issue of privacy one of the most important in electronic communications? - We need to foster trust in digital services, which is indispensable for the digital single market to The mid-term review assessed progress towards the implementation of the Digital Single Market, identified succeed. To this end, we adopted our proposal on privacy and electronic communications in January where more efforts were needed and where the 2017. It requires that the principle of confidentiality changing digital landscape calls for new action at the of communications be respected, in line with Article EU level 7 of the European Charter of Fundamental Rights. Privacy of communications is also an enabler of other fundamental rights, such as freedom of thought, speech and religion. It is extremely important for companies to be able • At the mid-term point of its mandate, in the middle of to exchange business information and secrets confidentially this year, the European Commission published a review of and conduct their business without third parties interfering the DSMS. What did this report show? in their communications. Effective privacy rules for electronic - The mid-term review assessed progress towards the imcommunications, as set forth in the proposal, are essential plementation of the Digital Single Market, identified where for maintaining and creating trust in digital services. more efforts were needed and where the changing digital landscape calls for new action at the EU level. • The stances with which the DSMS was presented included The review also made clear that we do not have a lot of the statement “Strategy is just the start, not the aim”. What time to turn political commitments into reality. The need are the main tasks set by the European Commission for 2018? for investment is urgent. This is true across the board but, - The digital environment is, by definition, dynamic and charparticularly so in connectivity, high performance computing and digital skills. We need focus to stay on the big things acterised by innovation and disruption. It would be naïve to that require a common European response, and to create suggest that a single strategy, once in place, would address

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every issue. It will always be an ongoing process, but we have priorities. First and foremost, our main task is to help our colegislators swiftly adopt the remaining proposals to meet the objectives set in the EU’s legislative priorities, as well as the European Council’s call for full DSM implementation by the end of 2018. Furthermore, we must manage the digital transformation. We must continue the process of digitising our industry, enhancing its capabilities with High Performance Computing that will allow for improved competitiveness. We must also pursue the digitisation of our strong service sector, promoting digital health and connected mobility, and increase the uptake of digital technologies for public services. Finally, we must bring digital skills and competences to all levels of education and training, supporting teachers and educators and promoting the active involvement of businesses and other organisations.

ities that are being increasingly intensified, with the aim of preparing for the country’s accession to the European Digital Single Market? - The Law on Electronic Communications is important, as it represents the foundation for technological and economic growth and investments. A politically and financially independent regulator is needed to ensure a fair and stable market. I am of course very pleased with the efforts of the Serbian government and particularly PM Ana Brnabić’s personal engagement in the digitisation of the Serbian economy and society. This is speeding up Serbia’s path towards membership. However, much more is needed. There is a need for invest-

• Developing countries have the difficult but unavoidable task of accelerating their activities in order to achieve a modern digital society, based on the digital economy. What is the Commission’s policy when it comes to Serbia, but also the region’s other countries that are not yet EU members? - The challenges being faced by EU Member States in this process are very similar to the ones that Serbia and the other Western Balkan countries must address. Of course, there is a gap and the countries in the region need to catch up. This is a The full economic and social benefits of the digital challenge, but also a possibility to learn from EU transformation will only be achieved if Europe can Member States and leapfrog them by going directly ensure widespread deployment and take-up of very from a non-digital economy to an e-economy - from high capacity networks, in urban and rural areas, and paper-based government procedures to a dynamic across the whole of society eGovernment, which provides transparent services to its citizens. As a candidate country, my objective is to integrate Serbia into the digital single market so that ments, for example in broadband, and investments will be Serbian citizens and businesses can benefit from a single hampered without a sound legal basis defining the conditions. unified European space for digital goods and services. We are helping Serbia and the region to address the targets • The decision to abolish roaming tariffs in the EU also apdefined in the DSMS. This includes ensuring harmonisation plies to several non-member states. Can we now talk about with EU legislation, addressing trust and security aspects and the potential for roaming tariffs to be abolished for the making sure there is the necessary infrastructure needed. countries of the Western Balkans - Serbia, Bosnia-HerzeThere is also a general need to increase ICT literacy across govina, Montenegro and Macedonia? the region. Serbia’s digital skills programme for schools is a - The EU roaming regulation imposes direct obligations on good example of how to prepare citizens for the digital society. operators, but cannot be extended beyond the European Economic Area (EEA). Therefore, the end of roaming charges • An important step for Serbia will be the adoption of the only applies in EU countries and the EEA (Iceland, LiechtenLaw on Electronic Communications, which is expected soon. stein and Norway). How would you assess opportunities in Serbia and activHowever, as part of our renewed commitment to the E-SERBIA, DIGITAL REFORM 2018 | 15

enlargement process, we have started a discussion with the operators of telecommunications services in the Western Balkans to prepare a roadmap that will lead to a lowering of tariffs for roaming both within the region and, ultimately, between the region and the EU.

need to have a regulatory framework defining their rights and obligations, an area where Serbia needs to step up its efforts.

• As part of the DSMS, the European Commission last year set new strategic goals for connectivity up to 2025. The cofinancing of research and development was also initiated in order to intensify preparations for the introduction of • According to results from 2015, only five per cent of com5G internet. What are the initial results; and does it curpanies from EU member states sold their products and services online in other member states. What are the results rently seem realistic to expect the availability of 5G interlike when it comes to online sales of companies from nonnet in at least one city in each EU member state by 2020? member states, such as Serbia? What steps should be tak- The full economic and social benefits of the digital transforen to increase these percentages? mation will only be achieved if Europe can ensure widespread deployment and take-up of very high capacity networks, in urban and rural areas, and across the whole of society. New digital applications - like virtual and augmented reality, increasingly connected and automated driving, e-health, remote surgery, artificial intelligence, precision farming, digital manufacturing – will all require the speed, quality and responsiveness that can only be delivered by very high-capacity broadband networks. Furthermore, the digital divide between urban and rural areas is at risk of increasing significantly without appropriate attention to adequate coverage in the underserved areas. The 2025 strategic connectivity targets have these precise goals in mind to stimulate growth and jobs, ensure economic competitiveness and maintain social cohesion. The availability of high-capacity connectivity is also The availability of high-capacity connectivity is an underlying condition for the success of key digital also an underlying condition for the success of key projects like 5G. By 2025, 5G is expected to be the enadigital projects like 5G. By 2025, 5G is expected to bler for all digital services by providing connectivity to be the enabler for all digital services by providing people, wherever they live, work, gather or travel. It is also expected that 5G will transform the economy by connectivity to people, wherever they live, work, providing wireless connectivity to all objects - whenever gather or travel beneficial - including vehicles, machines and sensors, in line with the Strategy on Digitising European Industry. The European Commission and EU Member States are - Some basic elements need to be in place to increase online working together to make the 5G Action Plan a reality, to shopping in goods and services . Apart from the basic condiachieve the internal market scale and transform 5G into a tion of internet access, there is a need for citizens to have trust success for Europe. A commercially available 5G service in when submitting their personal information online, as well as at least one major city in each of the EU Member States by an easy and trustworthy way to pay for goods and services. 2020 will be a stepping stone in this direction. Serbia should focus on addressing these topics, as there is great The political commitment is there to position Europe as growth potential. Importing from abroad is still too complicated the global lead market for 5G. We are therefore deploying in Serbia, partly due to customs handling. Shopping from abroad the necessary research and innovation resources, as well is currently treated as import from a third country - something as the future-orientated framework conditions at regional, that could be addressed in the context of the Central European national and European levels that would facilitate investFree Trade Agreement, to remove or lower the barriers. The Serbian market also needs to be better regulated. Consumers ments in this area. ■

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E-SERBIA, DIGITAL REFORM 2018 | 17

INTERVIEW HOULIN ZHAO INTERNATIONAL TELECOMMUNICATION UNION (ITU) SECRETARY-GENERAL

Enormous Potential Of ICT For Good

EXCLUSIVE

ICTs play a crucial role in the creation of a range of IoT solutions, which are now helping to improve the efficiency of energy use, urban mobility, water distribution, urban infrastructure operations, security and wastewater management. The ITU is working on a number of initiatives to build smart, sustainable cities

est opportunity: to ensure half of the world’s population does not remain offline. To assist Member States to manage the risks of emerging technologies, the ITU has been offering cybersecurity capacity-building assistance and establishing international standards for a universally available, open, secure and trustworthy internet. The ITU has also been working on bringing the internet to the 3.9 billion people who don’t yet have access to it.

he digital revolution has been spurring innovation and economic growth worldwide. Artificial intelligence (AI), smart cities, the Internet of Things (IoT), Big Data, cloud computing and other new technologies are driving the development of many sectors, including emergency services, healthcare, finance, transportation, e-commerce and environmental management. • What are the challenges and opportunities of digital transformation for the global economy? - New technologies can threaten privacy and information security, displace jobs and exacerbate the digital divide. At the same time, the potential of ICTs for good is enormous. The greatest challenge of the digital revolution for the global economy is also its great-

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• What is the role of governments in promoting ICTs for development? - Governments have an important role to play in promoting ICTs for development. Governments can build digital infrastructure, adopt enabling legal and regulatory environments for universal and affordable access to the internet, and invest in the development of digital skills critical to building a modern workforce. Governments should also build multi-stakeholder partnerships to leverage ICTs to tackle development challenges.The infrastructure that must be built is huge and expensive, public-private partnerships are needed, especially if internet services are to be delivered to hard-toreach areas. Achieving the United Nations’ Sustainable Development Goals (SDGs) will require governments to bring together commercial and public organisations that had little interaction previously. The ITU’s broad membership base of government, industry members, nongovernmental organisations and academia provides

PARTNERSHIPS

PEOPLE

LEADERSHIP

Governments should also build multi-stakeholder partnerships to leverage ICTs to tackle development challenges

ICTs are no longer just about connecting people. ICTs are now about providing a wide range of services to improve people’s lives

I commend Serbia for its leadership in strengthening its information systems to enhance governance, and welcome Serbia’s involvement in ITU initiatives

Member States with a cooperative platform to allow them to maximise the transformative impact of ICTs. The ITU also serves its Member States by helping policymakers strengthen their digital development strategies and create incentives for innovation, investment and partnership.

They will agree on the Union’s overall strategic and financial plans – and Member States will elect the ITU leadership team. In addition, PP-18 will take stock of progress made towards achieving the Connect 2020 Agenda, in line with the SDGs, whose central promise is to leave no one behind.

• How do you see the ITU’s role at the beginning of the 21st centu• How are ICTs enabling the SDGs? What is the ITU’s role in developing the information society and achieving the SDGs? ry? What is your message to Member States, including Serbia, in - ICTs are no longer just about connecting people. ICTs are now harvesting the results of collaboration within the ITU? about providing a wide range of services to improve people’s lives - The ITU has been leading efforts to develop new technologies, such at a speed and scale never before possible. as 5G that will underpin applications such as automated driving, For that reason, ICTs can play a critical role in accelerating the achievement of all 17 SDGs. To cite just a few examples, the ITU has been bringing stakeholders together to harness the potential of new technologies to lift people out of poverty, improve food security, save lives, mitigate the effects of climate change and make cities smarter and the world greener. Digital financial services (DFS) offer great potential to reduce poverty by meeting the financial needs of poor and unbanked consumers. With multilateral partners like the World Bank and the Committee on Payments and Market Infrastructures (CPMI), the ITU has launched the financial inclusion global initiative to advance research in digital finance and accelerate digital financial inclusion in developing countries. In agriculture, farmers can use smartphone applications to access price information from national and international markets, or to get information about the The ITU’s broad membership base of government, status of their crops and irrigation systems. In 2016, the industry members, nongovernmental organisations UN Food and Agriculture Organisation (FAO) and the ITU and academia provides Member States with a jointly launched an e-agriculture solutions forum aimed at cooperative platform to allow them to maximise the sharing knowledge on successful e-agriculture solutions transformative impact of ICTs and establishing a Community-of-Practice (CoP) among e-agriculture solution providers. ICTs also play a crucial role in the creation of smart, sustainremote medical diagnosis and surgery, collaborative robotics and advanced virtual reality. able cities. A range of IoT solutions are now helping to improve In the 21st century, the ITU will continue to allocate global radio the efficiency of energy use, urban mobility, water distribution, spectrum and satellite orbits, develop the technical standards that the operation of urban infrastructure, security, and wastewater ensure networks and technologies seamlessly interconnect and are management. The ITU is working on numerous initiatives to build interoperable across borders, and strive to improve access to ICTs smart, sustainable cities. to underserved communities worldwide. By collaborating with the ITU, Member States are given knowl• The ITU Plenipotentiary Conference, as the main governing body of the ITU, will be held next year in Dubai. What are your expectaedge, standards, and a collaborative platform to provide modern communication technologies to their people in an efficient, safe, easy tions of its outcomes? and affordable manner. - The ITU Plenipotentiary Conference is ITU’s highest level meeting. I commend Serbia for its leadership in strengthening its inAt PP-18 in Dubai, delegates from the ITU’s 193 Member States will set out a roadmap for 2020-2023 at a time when ICTs are transformformation systems to enhance governance, and welcome Serbia’s involvement in ITU initiatives. ■ ing our lives and societies. E-SERBIA, DIGITAL REFORM 2018 | 19

ŽELJKO VUJINOVIĆ GENERAL MANAGER, MICROSOFT SERBIA & MONTENEGRO

Age Of Digital Transformation Digital transformation implies close cooperation among all market participants – the state, businesses and citizens

- Our view is that digital transformation should take place with close collaboration between all participants on the market scene o single subject is more important and in society as a whole. than any other, everyone should It is firstly necessary to engage the contribute to success in their own state in the realisation of projects that will domain, says Microsoft Serbia & support new digital services, and then to Montenegro Director Željko Vujinović. support changing the legislation. It is evident that there are many initiatives to change • You are among the few companies that adregulations, as well as to collect information vocate for the digital transformation of the about digital services that are needed for the market and raising awareness of the signifeconomy to do business more efficiently, but icance of the ICT sector. How would you asalso an initiative for gathering information sess the results of the campaign to date? from citizens. - It is noticeable that a lot has really changed A significant step was also taken with in Serbia in the last few years – both in the the establishing of the Office for IT and private and public sectors. The private Electronic Governance. sector is naturally faster in the applyThe state has also unequivocally ing of ICT and digitisation, but there It is evident that a lot has really changed supported the Digital Serbia initiative, which is backed by the leading IT is also clear initiative of the state to in Serbia in the last few years - both in companies on our market and which ensure part of the services provided to the private and public sectors has the precise goal of creating the citizens and the economy are improved optimum environment for the develand made more efficient, precisely by opment of the digital economy and ecosysnew digital services. The ultimate goal of digital more intensive application of ICT. tems necessary for providing technological transformation is to improve quality of life. However, this process is not unfolding entrepreneurship and digital innovations in The economy is equally important, as quickly enough – not to the extent that we’d industry, culture and education. it defines and sets requirements: what is all like. That’s why we have to set priorities together, in order for us to see concrete results as Such a trend absolutely proves the existneeded for it to be more efficient and competitive, to be able to develop new products ence of awareness regarding the importance soon as possible. We especially emphasise this and more easily access users. of digital transformation, especially when it at each of our annual “Sinergija” conferences, comes to the further economic development dedicated specifically to digital transformation. • To what extent has cooperation been esof the country. The state also shows strong tablished between the private and governinitiative in digitising the education sector, • What is lacking for these efforts to be ment sectors in this area? which is where everything starts from. ■ made more efficient? - This is regulations in many segments. In order for some things to come to life, there must be an existing system according to which business is done. Another obstacle is the level of education and awareness among people who need to know what benefits they can realise by using new technologies. In the digital transformation process, no subject of society is more important than any other. Everyone needs to contribute to success in their own domain. The state is certainly an important element, considering all the resources it has at its disposal, without which new digital services could not be implemented for either the economy or citizens. On the other hand, citizens are just as important as users of all

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E-SERBIA, DIGITAL REFORM 2018 | 21

PREDRAG ĆULIBRK TELEKOM SRBIJA CEO

Continuous Investment & Infrastructure Improvement: Conditions For Stable Growth Telekom Srbija is a natural partner of state institutions in the digital transformation process, as it is a simultaneously a reliable partner of the entire economy. The company primarily possesses the necessary expertise and provides very palpable services that are the very basis of the digital economy

elekom Srbija has already passed through several waves of digital transformation, so the company possesses the expertise that is essential for the next steps that the society must take in this process. • Where does Telekom Srbija see its place in the government’s digitisation plans? - In this context, I will mention the introduction of fibre optics on the entire territory of Serbia, then construction of 4G mobile network, Cloud services and data centre services. Finally, the new State Data Centre has been recently installed within the company’s own Data Centre and in future it will securely store and unify the data of the state institutions. Switching to digital models of doing business primarily offers savings, then transparency and greater focus on the users of these services. That was certainly the reason for the establishment of the State Data Centre, which will include key equipment for the work of eGovernment and the development of new services for the economy and citizens.

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• Given that Telekom Srbija now contributes significant funds for the national budget, how much could Telekom allocate for improving infrastructure and services, and from which sources? - Apart from the fact that it has contributed the most to the national budget for years, Telekom Srbija is also the telecommunications company that invests the most in the development of its operations. On the basis of available data, it is clear that our company invests more than all other telecommunications companies in Serbia combined. In the most dynamic period for the economy, we are operating in the most dynamic industry and, as such, stable growth must be accompanied by a constant level of investment in improving infrastructure, services, technologies and the business processes that must follow them. We find ourselves in the middle of an investment cycle in building of optics network, which will provide numerous new opportunities and benefits for all of our users in the period ahead. This is the biggest investment in the modernisation

of infrastructure since the establishment of the company, without which it is hard to imagine full digitisation being possible. At the same time, we are also investing in other areas of operations, mobile technology, multimedia, ICT etc., and our operations allow us to remain ambitious in our investment plans. • How would you evaluate the overall capacity of the infrastructure in Serbia to secure a fast and equally accessible internet connection in Serbia? - High-speed internet is already available to the majority of citizens; according to the latest data, more than 70% of the population accessed the internet last year, and Serbia is among the world’s top 50 countries when it comes to internet connection speed. This is the result of several decades of investment not only by Telekom Srbija, but also other companies in this industry. There is room for improvement and Telekom Srbija has accelerated its work on that. The aforementioned modernisation of infrastructure, mostly via new optics, will

provide internet access speeds of up to 1 Gbps for more than a million households. We also have in mind equal accessibility, which is why we will have projects that will also ensure good coverage in the less populated parts of the country.

that the initial results are now visible. We have recorded an increase in the number of users and the volume of service use in certain segments, as a result of decisionmaking based on actual data as opposed to assumptions. The future of all companies, regardless of their size, location or industry sector, will depend on them mastering

• How do you view the project of networking the countries of the Western Balkans with a broadband internet connection using the infrastructure of electric power systems? - Economic cooperation in this and other related areas can only contribute to the competitiveness of the entire region. Building internet infrastructure, regardless of the technology, is mostly a very complex, timeconsuming and expensive process. I believe we should use all the potentials available to us to catch up with the more advanced economies as soon as possible. Finally, building fast and reliable internet infrastructure is a prerequisite for the development of a Apart from the fact that it has digital economy, though of course contributed the most to the national not the only prerequisite.

operators will always have to be there to ensure that. The use of multimedia and packaged services is also noticeable, which is also in line with global trends. I think users should be offered additional digital services that will make it easier for them to carry out everyday activities at work, at home or elsewhere.

• Following the digitising of the cultural heritage of Hilandar Monastery, you have joined the Ministry of Culture’s initiative to digitise cultural content. What is your role in this task and how does this work fit into Telekom’s general goals for promoting culture? - We pointed out the possibilities of this process in cooperation with the Hilandar Monastery Foundation some eight years ago, in the course of digitising the monastery treasury. Priceless cultural and historical treasures of immeasurable importance have become accessible to everyone, and this accessibility has enabled scientists to further study and create new works on budget for years, Telekom Srbija is also Serbian cultural heritage. That was the telecommunications company that just the start – since then we have • Considering that you provide comworked in partnership to develop panies in Serbia with a large numinvests the most in the development of two interactive platforms: the virber of services related to storing its operations and preserving information and tual museums of Nikola Tesla and that you have good insight into Mihailo Pupin, in order to further how those companies use the internet, promote the achievements of our great this concept of transforming large sets can you estimate how much domestic scientists. We then developed applicaof data into concrete business moves. companies have progressed in utilising tions based on the concept of “augmented the possibilities offered by digitisation? reality” for Serbia’s largest cities, which • What is the level of computer literacy - I will stick to the concept of Big Data, offer virtual routes for touring cultural and like among the population? What does which has been among the main topics historical sites. Our cooperation with the the level of use of your services tell you globally for some time, although the Ministry of Culture is the fruit of our efabout that? impression is that we are all still at the - Users in Serbia follow global trends, so forts over many years to preserve cultural beginning. When companies have various they increasingly approach different digital treasures from oblivion and present them contacts with users they end up with a services, which has a direct impact on the to the general public in a high-quality way. large amount of useful information that use of the services that mts provides. Here It is our obligation, as a national company, should help them additionally customise I am primarily referring to a significant to make cultural material and domestic their services to the benefit of the users. increase in internet access via mobile contemporary creativity available and, in I can say on behalf of our company that devices. For users, mobility and constant that sense, we have made our knowledge, we have been doing that for years and connectivity are naturally implied, and telco technical capacities and people available. ■ E-SERBIA, DIGITAL REFORM 2018 | 23

GORAN PITIĆ CHAIRMAN OF THE MANAGEMENT BOARD OF SOCIETE GENERALE BANK AND CHAIRMAN OF THE NALED FAIR COMPETITION ALLIANCE

Technology Makes A Cashless Society Inevitable “It is certain that Serbia will not be able to catch up with the likes of Sweden or Canada for a long time, but it is necessary for us to work on education and break the fear of new technologies"

should be taken by the state, by allowing become passive accomplices and help shady ere Goran Pitić, Chairman of the electronic payments of charges for the serentrepreneurs make extra profits. Given that Management Board of Societe VAT, with a share of 51% in budget revenue, Generale Bank and Chairman of vices provided to citizens and businesses. is the highest contributing tax, failure to isthe NALED Fair Competition AlWe are naturally being pushed towards a cashless society by the development of liance, talks about the recipe for gradusue a receipt represents a serious problem technologies and the internet, and global for our country. One of the ways of fighting ally introducing a cashless society, the networking has made products cheaper this is precisely cashless payments, which development of e-commerce in Serbia and and more accessible, while the value innovative e-banking models, but of dinar-based internet purchases also the role of the banking sector The volume of the grey zone in Serbia increased in the first half of 2017 by in supporting eGovernment. is estimated at around 30 per cent of 30 per cent compared to the same peGDP, or about 10 billion euros, with the • Research has shown a clear reriod of the previous year. It is certain that Serbia will not be able to catch lation between reducing the use state deprived of a third of that sum up with the likes of Sweden or Canada of cash and increasing economic and citizens losing an average salary for a long time, but it is necessary for growth while suppressing corrupinstalment annually us to work on education and break tion and the grey economy. Can Serthe fear of new technologies and bia stride more quickly towards depossible threats to privacy, to gradually is defined by the National Programme for veloping a cashless society? introduce cashless payments, as well as Countering the Shadow Economy. - The last time analysis was conducted, ensuring that the poorest citizens are not Electronic payments – card-based the volume of the grey zone in Serbia was excluded from this process. payments, e-banking or m-banking – enable estimated at around 30 per cent of GDP, or transactions to be recorded and visible about 10 billion euros, with the state deprived to the tax authorities, even when a fis• What is your stance on the announced of a third of that sum and us, as citizens, reduction of interbank charges for using losing an average salary instalment annucal receipt is not issued. The first step in payment cards. Do you expect this move to promoting reductions in the use of cash ally. Every time we don’t take a receipt we

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lead to an increase in cashless payments? - From the perspective of the banking industry, we certainly support all the initiatives of domestic regulatory authorities tasked with harmonising local regulations with those of the EU, including the part of the legislation relating to charges for payment accounts and interbank provisions related to payment cards. Of course, it is crucial to overview all the specific factors that define the character of doing business in this field (EU vs. Serbia). This, I believe, will also affect the time dimension of the process itself, and thus the effectiveness (cost/ benefit) of the actual measures. This is a relatively new regulation in the European Union, so the first analysis of the effects is only expected in the middle of this year.

be influenced by all actors – the constant educating of users and strengthening their trust in this kind of service. • Societe Generale Bank has introduced a significant novelty on the domestic market – in the form of an online branch office within the framework of advanced electronic banking services. Where does the innovation of this concept lie? - Our bank is among the first in the region to establish an improved system of online banking services, with the launch of the first online branch, via which we introduced

that time, we have constantly improved our bank’s online services for clients – from the international payment system and e-commerce, to modern m-banking platforms. An interesting fact is that as many as 50% of approved overdrafts are realised through the e-banking platform. • Are you planning to introduce more novelties in this domain? What percentage of your clients are using e-banking today, and what is the trend in this area? - We have noticed a marked growth trend in the use of e-banking and m-banking applications, which has been contributed to, among other things, by the bank’s great commitment to improving and developing new products and the functionality of these channels. We are planning to further advance products and services that will improve the user experience. One of the most important novelties is the transition to signing contracts using simpler resources for clients, such as the dual-factor authentication resource, which will make online products available on mobile platforms, as well as increasing the number of products that customers can access.

• E-commerce today accounts for 20 per cent of total trade in the EU and is expected to reach half of all transactions by 2020. And it seems that the Serbian market is also growing, though it is starting from an extremely low base. What conditions is it necessary to fulfil for us to be able to count on more intensive development? - Considering that we today have a significantly broader legal framework A very important aspect in the for electronic operations and, with development of e-commerce is increasing • The state recently enabled online enhanced technical capabilities, I the offer and further improving the believe that e-commerce will develop payments on the eGovernment porquality of accompanying services, such rapidly in Serbia in the coming years. tal. Where do you see the position And that it will do so to a large extent, and importance of engaging the as delivery given that there is growing competibanking sector in developing eGothe digital signature to the financial system tion and ever more banks that can support vernment in Serbia? for the first time, so that cash loans, aptheir clients in e-commerce. I expect the - The new service on the eGovernment porfurther development of e-commerce to proved overdrafts and other products can tal enables e-payments of administrative be influenced positively by the developbe realised fully without a single visit to charges with payment cards to be performed the bank. The implementation process is quickly, safely and easily, in just a few steps. ment of new payment modalities, as well fully automated, and both clients and banks This long-awaited functionality is an imporas changes in regulations via PSD2 and the use contracts and exchange documents decentralisation of banking services, which tant step forward in the digital transformain electronic form (there are options to can lead to a consequent reduction in the tion, and Societe Generale Bank is among the switch to paper documents if the clients costs retailers are subjected to when confirst financial institutions in Serbia to enable wishes). Clients who gain products through its clients to make payments fully online. In ducting e-commerce. Another very important this online process are primarily satisfied addition to ensuring an efficient electronic aspect in the development of e-commerce with the speed and ease. The entire propayment system, the banking sector can help is increasing the offer and further improvthe state and citizens by utilising existing ing the quality of accompanying services, cess is very simple and includes the most authentication systems that are used in such as delivery, along with changes to the up-to-date customer support in the form banking operations – primarily dual-factor business models of large retailers that can of personal bankers available via video authentication – for authentication purposes influence the growth of internet-based sales. calls, as well as chat and co-browsing, on eGovernment portals. ■ Increasing the volume of electronic trade can which is extremely widely accepted. Since E-SERBIA, DIGITAL REFORM 2018 | 25

ARTUR TUREMKA GENERAL MANAGER FOR THE BALKANS, MASTERCARD

Serbia Growing Cashless Society

“The matter of building a cashless society is a matter of the financial inclusion and education of citizens. Even in Europe, 138 million people are financially cut off from society, i.e. without a bank account or payment methods. In Serbia there is a similar issue. According to the World bank’s latest data, 17% of citizens are financially excluded,” says Artur Turemka, Mastercard’s manager for the Balkan region

“T

he rest are bank clients and the level of usage of electronic payment methods depends on their needs and their perception of the convenience that cash and cards bring them, the level of comfort in using electronic payment options, which is correlated to the level of financial education and the extension of the acceptance network for card payments, which varies greatly between Belgrade and other parts of Serbia.”

• What effects can we expect from the announced reductions in interbank charges? - Interchange helps balance the benefits and costs of electronic payments, as well as • The national eGovernment portal recently ensuring that each participant pays their fair enabled the payment of services using payshare of costs associated with processing and ment cards. What will this mean for citizens? protecting card transactions. An interchange - eGovernment is a major step in the digitisacap was introduced in the EU in 2015. The retion of business in Serbia, as it basically sets evaluating of effects has yet to be carried up a one-stop shop for institutional payments out, but practical experience has shown that and obtaining documents, while the state – as although retailers do generate savings from the cap, they are not forwarded to • How can the development of a cashThe MasterIndex Serbia 2017 study noted consumers, while the cap also hinders less society be accelerated? the willingness of banks to introduce - Growing a cashless society in Serbia that 77% of respondents use their cards new solutions on the markets. is indeed a complex issue requiring a at least once a week, with 71% preferring In circumstances when we wish multifaceted approach. to build a competitive and efficient cards to cash for payments exceeding However, what we do see is that cashless economy in Serbia, we need 1,500 dinars people who use cards do so frequently, to assess the actual long-term effects as they are quick to recognise the benof the interchange cap. If this regulaefits they bring. Our MasterIndex Serbia 2017 basically the biggest provider of services tion is adopted, it is also essential to extend study noted that 77% of respondents use their and recipient and issuer of payments in the the regulatory efforts to proactive measures country – gets unprecedented traceability of cards at least once a week, with 71% preferring leading to increased retailer acceptance and transactions and makes a big step towards a cards to cash for payments exceeding 1,500 consumer use, thereby properly addressing cashless society. The key benefits here are dinars. There is openness among citizens all aspects of electronic payment market convenience and flexibility. MasterIndex towards electronic payment methods and development. Serbia 2017 has shown that 41% of respondthe financial industry needs to make a push We are committed to constructive coopents named precisely state and municipal to educate citizens in order to ensure they eration and dialogue with decisionmakers to institutions as locations where they would understand that “plastic” means safe access ensure that any future legislation allows us to like to use card payments, so this option will to funds 24/7/365 anywhere in the world; that a provide the most innovative and affordable not only respond to that need, but will do so card is a way for retailers to reduce their cashpayment solutions. ■ in a more consumer-friendly way. related operational costs and risks and, finally,

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that a card is a solution that helps government reduce costs, gain efficiencies, curtail fraud and advance social progress.

EDUCATION

New learning technologies utilising multimedia systems have created the conditions to engage all the senses in acquiring new knowledge, developing creativity and providing greater creativity in educational and business processes. That's why informatics and IT are considered relevant at all levels of education, from preschool to university. Progress made in developing new technologies, from PCs to the internet , has led to the creation of new opportunities to innovate and transform educational processes. Young people today require increasingly innovative and different ways of acquiring knowledge. Growing up with the daily development of technology allows them to become more independent, ready for self-education and lifelong learning, but before that they must be prepared during their education. Violeta Vrhovac, Marko Orošnjak, Nela Cvetković, Marina Žižakov and Dragomir Nikolić - Fakultet tehničkih nauka, Novi Sad

INTERVIEW MLADEN ŠARČEVIĆ SERBIAN MINISTER OF EDUCATION, SCIENCE AND TECHNOLOGICAL DEVELOPMENT

Adapt Education To The Needs Of The Market

The Government of the Republic of Serbia has included education among its priorities and is very seriously engaged in adapting the education system to the needs of the labour market. As of this academic year, informatics and computer studies have been introduced as compulsory subjects from the fifth year of primary school in Serbia, while quotas for the enrolment of students at technical faculties have been raised by about 20%

part from increasing IT personnel, the focus is also on modernising learning methods in primary schools

• To what extent has our education been adapted to the modern digital trends with which the youngest are growing up? - Education has begun to be adapted in various ways. We’ve taken great strides in a year, starting with the introduction of informatics as a compulsory subject with programming elements, and with a programme that is among the most serious in Europe. The eDiary project has been launched, all institutions have been included in the AMRES network, the procurement of new computers, tablets and smartboards is underway, while the goal is for as many schools as possible to be included in the WiFi network, which we are working on together with the Ministry of Telecommunications. We are working on raising the informatics knowhow of pupils in the final years of primary and secondary schools, in order for them to be ready in the years ahead to apply for IT courses in secondary schools and colleges. We are being assisted in all of this by many companies, such as Schneider Electric, Nordeus and others.

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It is important that we know that IT equipment is certainly necessary, but it is not sufficient or the only condition for teaching to be up-to-date. The most important stakeholders in the process of modernising teaching and learning are certainly teachers. Through the implementation of training, the Ministry is working on empowering teachers to use available equipment in adequate and pedagogically principled embedded way. We also develop electronic services that will further improve the teaching process. In addition to the eDiary, teachers and pupils will also have available an open educational resources portal and an e-learning portal, as well as services that we will establish in cooperation with the Ministry of Culture (eMuseums and eProofreader). • In order to enable the accreditation of faculties to increase the quota for students enrolling in technical colleges, the government has permitted new recruitments of professors and assistants, and has invested, together with faculties, in infrastructure (faculties of electrical engineering, organisational sciences and mathematics). How far has this process progressed?

KNOWHOW

MENTORING

CONNECTIVITY

We are working on raising the informatics knowhow of pupils in the final years of primary and secondary schools, in order for them to be ready in the years ahead to apply for IT courses in secondary schools and colleges

During 2019 the Republic of Korea, as one of the most technologically advanced countries, will be our mentor in the digitisation process

One of the most important novelties is linking higher education with the economy and employers, in multiple ways

- In accordance with the implementation of the Government Action Plan to increase the enrolment quota for IT study programmes, the quota at the universities of the Republic of Serbia for the 2017/18 academic year has been increased by 707 places, 556 of which are budgeted. A government decision also created an additional 163 new jobs at eight colleges. We will try to double that quota next year. In addition to this, work is being done on expanding capacities. Work is being carried out on the Science-Technology Park in Niš, while the completion of construction of the Science-Technology Park in Novi Sad is expected by the end of 2018, along with the doubling of the capacities of the Faculty of Organisational Sciences, while the Faculty of Electrical Engineering will either have its capacity expanded or new computer studies faculties will be built in Belgrade. • All primary schools have been networked within the Academic Network of Serbia (AMRES), computers and other equipment have been procured and the most modern teaching programme has been developed. Are all of these useful novelties that you’ve introduced being sufficiently utilised? - They are absolutely used – we have no reason to doubt that the opposite is the case. Our goal is to continue along the same path, to intensify the digitisation process. In this context, we expect the realisation of new loans in the next year, and during 2019 the Republic of Korea, as one of the most technologically advanced countries, will be our mentor in the digitisation process, with additional scholarships for students and IT specialists.

and work-based education, but also the category of industrial trainers, which will be of great importance, primarily in the IT sector. A lot has been done for students themselves, primarily with the lower limit of points needed for entry into the budget being set at 48 ESB points. Moreover, accreditation will also be carried out by a body that also has an appeal commission, which will be fully professionalised and financially independent. • You recently signed an agreement on EU support for education totalling €27.4 million. What does this support encompass?

We’ve taken great strides in a year, starting with the introduction of informatics as a compulsory subject with programming elements, and with a programme that is among the most serious in Europe

• Through the E-education pilot project, around 200 schools nationwide started using the eDiary as of 1st September. When will this project be extended to encompass all other schools? - Schools will be introduced to the electronic system gradually, as soon as they acquire the necessary technical conditions. In Croatia they have already been using the eDiary for five years and so far, with large financial investments, they have covered about 75 per cent of the system. We will work on bringing as many schools as possible into that system in the shortest possible time. • The Law on Higher Education has been adopted. What are the most significant changes this Law will bring? - One of the most important novelties is linking higher education with the economy and employers, in multiple ways. First, Councils of employers are being introduced as bodies that are important for the adoption of all new programmes, introducing short cycles

- The lion’s share of this money will be spent on teacher training. The logical progression was to first create a legislative framework, then we established the National Education Framework, then came first the reform of fifth cycle of primary school and the first secondary school, the reform of high schools and completion of the concept of high school graduation. This money is coming at the right time, because teacher training is required for all changes in education. The funds will also be used to improve the quality of education in national minority languages, improve conditions for the participation of Roma pupils and students in pre-university education, as well as the establishment of a social partnership aimed at linking education and the labour market through the legislative and institutional framework of the National Qualifications Framework system. ■ E-SERBIA, DIGITAL REFORM 2018 | 29

NEBOJŠA NINIĆ MANAGING DIRECTOR OF LANACO

"EduIS" For 21 Century Education st

Education is one of the conditions for a country's digital transformation, says Nebojša Ninić

things changed with respect to last year? - We are especially dedicated to the field of education as we think that it is one of the conditions for a country’s successful digital transformation. With that approach we have developed an integrated cloud information system for effective management and development of modern education in primary and secondary schools under the EdulS brand. It is scalable and can successfully work in just one or all the schools in a country. The application aspect of EdulS is • Digital business is causing a tectonic shift completely web-based, accessible in the market, and present IT trends by authorised and authenticated are completely changing the whole EduIS is scalable and can successfully users and consists of several logical business model. How does LANACO work in just one or all the schools in units that cover all participants in the contribute to that change? education system, from the admin- Today’s megatrends in IT are coma country pletely changing the known busiistrative non-teaching staff through ness model which is becoming ever the responsible institutions, school more dominated by its digital component. management, teaching staff, associates, we have made an authentic cloud product Digital globalisation brings a multitude of students and all the way to parents. Using with the brand EcoOne. Since 1.11.2017 this changes, and one of the most important the large number of statistical analyses and solution has been available in BiH and Serbia is establishing the institution of digital reports based on the enormous quantity and so far we have brought to the market identity which bring existing personal of data the system collects, it is possible two packets of different complexity that atributes into the virtual environment to make decisions at all levels at the right have been met with a good response. This with major changes to the meaning of part time. Working with Microsoft we have year we expect to launch packets especially unit. We are actively developing products integrated the Office 365 service. EdulS designed for different business verticals. and services that respond appropriately empowers a 21st century learning system, to today’s many challenges to business creating the institutional conditions for • As education is the foundation of a stable digital transformation, how much have leaders and the general public. raising the level of education. ■ he IT company LANACO has been in business since 1990 and today has 300 staff. It is based in Banja Luka with offices in Sarajevo and Belgrade. They create software solutions for the private and public sectors. One of their major projects is the EdulS integrated cloud information system for effective management and development of modern education.

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• One of LANACO’s aims is to improve the competitiveness of SMEs. You have also created software for these companies. - Our company has decades of business experience and cutting edge knowledge on the IT market. On this basis we have developed advanced business software solutions in the ERP class. Thanks to latest-generation distribution systems we have succeeded in making our solutions widely available to these companies. Led by the desire to offer ERP class solutions to SMEs at affordable prices,

E-SERBIA, DIGITAL REFORM 2018 | 31

INTERVIEW BRANKO MILUTINOVIĆ CEO, NORDEUS

Without Digitisation, We Remain At The Start A society that fully digitises and reorientates its economy towards new business models and new ways of generating value will create new values and pick up all profits, while societies that don’t do that will practically be overtaken

e spoke with Nordeus’s Branko Milutinović about the beginnings of his company, education in Serbia and the Digital Serbia Initiative, of which he is among the founders. The members of the Digital Serbia Initiative are Nordeus, Ringier Axel Springer, Seven Bridges, Telenor, PwC, Telekom Srbija, Microsoft, Infostud and Startit, while it has now expanded to receive four more members: Institute Biosense, Raiffeisen, Societe General Bank and the Karanović-Nikolić Law Office. • Nordeus is one of the most successful companies not only domestically, but also regionally and as a global IT company. At any given moment you are working with hundreds of local developers and IT professionals. What is it that separates our experts from the competition? What are the greatest strengths of our programmers? - Two things are compatible advantages: The first is a consequence of the system in which we grew up and still live in to a great extent, while the other is a system that compels you to

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circumvent it. And whatever you want to do today you need to circumvent the system. The system is as it is. During your upbringing you develop skills that you later use in life, with a great deal of flexibility. That is a cultural thing that is typical for communist states and certain nations, including Serbia. This kind of upbringing has taught us and led to us more easily approaching the solving of problems in business, even in technical sciences. Because of this, our engineers have much better troubleshooting mechanisms than many others. Software as such, or any activity related to digitisation, is pioneering work where it is not possible to find conventional solutions, as new problems needing to be overcome constantly occur. Problems and their resolution have a paradigm that is different with us than with those who grew up in orderly systems. Far from somebody being smarter in this, all people are the same on this issue, only we view the solution to the problem differently. The other thing is that we, as a nation, are very loyal to small teams and work well in such an environment, which is good

JELENA KNEŽEVIĆ CERTIFIED AUDITOR, MANAGING because the software teams are small. Good teamwork, without individualism and ego, is the most important for success. • Following your experience gained at Microsoft in Sweden, you returned to Belgrade and established Nordeus with your partners, after which Top Eleven Football Manager was created, and became the number one Facebook game. Did you back then have the vision that Serbia is actually the right place to implement your ambitious ideas? How much did the environment help you on that journey, and how much did it hinder? - We were helped by the fact that we started here, so Serbia was our base, alongside a very good network. We studied here, and made friends and colleagues here. Just as there are Harvard alumni in America, so we have our alumni in Belgrade. We had the advantage of knowing which people we wanted to engage, which is very important when a team is initially being created. The conditions under which we started our work were almost impossible! We wouldn’t have succeeded in any other country, because there is nowhere else in the world where anyone would work with us for free, as was the case with us in the beginning. We worked for the idea that we’d created, and we succeeded thanks to the persistence of the entire team.

I’m sure many things will change through the Digital Serbia Initiative, because now there officially exists at least one initiative that will try to change the value system of our society. In addition to changing the awareness of our society, we need to improve our legal framework, which has no understanding for modern businesses Our entire journey was pretty tough, our system and mentality held us back a lot and often halted us. In Serbia it is difficult to be forgiven for both success and failure. That’s why my axiom is that if you don’t try you certainly won’t succeed. I’m sure many things will change through the Digital Serbia Initiative, because now there officially exists at least one initiative that will try to change the value system of our society. In addition to changing the awareness of our society, we need to improve our legal framework, which has no understanding for modern businesses. There is generally a lot of misunderstanding about what a digital business is and I get the impression that it immediately starts from the assumption that it’s all a resource for cheating others. The law has been changed and improved in many places, but the people who need to interpret it don’t do so in the right way and then problems are created between the economy and the authorities. I personally overcame those problems a few years ago, but some upcoming kids who want to do something new will encounter numerous obstacles in the system, and this is something the Digital Serbia Initiative will fight against.

DIRECTOR, LEITNERLEITNER

The Best Course Of Action

LeitnerLeitner is one of the most influential tax consulting and auditing companies in Central and Eastern Europe, which is becoming ever more recognised in Serbia, due to the professionalism and high quality of services provided to clients

“W

e recognised the significance of CEE countries early on and can therefore offer our clients the best course of action. Tax optimisation, tax planning and successful business strategies tailored to each client’s needs – that’s what we aim to achieve for our clients by offering comprehensive advice,” says LeitnerLeitner Managing Director and Certified Auditor Jelena Knežević. ELECTRONIC INVOICING IN SERBIA The Serbian Ministry of Finance issued an explanation regarding the electronic form of invoices. Although the relevant laws (Law on Accounting, Law on Electronic Documents etc.) were not amended in the meantime, electronic invoices were generally not accepted in practise, as the laws themselves were not clear on this matter. The Ministry of Finance stipulates that invoices only have to have an “identification mark” that refers to the responsible person, or the person authorised to issue said invoice, which confirms the invoice’s credibility. The term “identification mark” can imply anything that uniquely determines or refers to a responsible person, i.e. the person authorised to issue an accounting document. As such, it can be a first and last name, signature, facsimile, electronic signature etc., but also a combination of the above or other tags. With this explanation, it is emphasised that an invoice originally generated in electronic form, as well as an invoice generated digitally (via the conversion of a document from paper to electronic form, e.g. a scanned invoice) does not have to include a (electronic) signature, rather it is enough for it to contain the noted “identification mark”. Moreover, registered companies and entrepreneurs are neither legally obliged to print an invoice that was originally generated in electronic form nor to stamp their seal on such a printed document in order for it to be considered valid. In our opinion, this explanation resolved all possible dilemmas in practise. This is an important step in the improvement of the e-business climate in Serbia.■ E-SERBIA, DIGITAL REFORM 2018 | 33

The system in Serbia does not support the creation of values, while the mentality supports inertia. However, if there was no hope we wouldn’t have done all this. • The Digital Serbia team announced that it will also work on re-training and developing the entrepreneurial spirit. Can you tell us more about this goal? - The mission, or end-goal, of the Digital Serbia Initiative is for our society not to be overtaken in the next 10 to 15 years, and we will be overtaken if we don’t make big changes. A society that fully digitises and re-orientates its economy towards new business models and new ways of generating value will create new values and pick up all the profits, while societies that don’t do that will be practically overtaken. We believe we can do a lot more and that many outsiders from the current digitisation will eventually emerge as winners.

by machines. Finland is a very good example of how to reform an education system. A second element is related to the mentality. We have certain goals to change the mentality, or to some extent the system of values and the general way of observing everything around us. We need people like Novak Ðoković, who are role models and who would promote the significance of digital transformation and highlight why it is important. A big shift will come when citizens realise that digitisation is really a useful thing for all citizens. If we don’t grasp that and keep pace with the world, we cannot expect to make progress. A third element is support for entrepreneurship and start-ups. We want to help entrepreneurship in various ways, through education and through the development of knowledge via some existing solutions, and perhaps through the construction of a network.

• Do you think our country has sufficient capacity, primarily in terms of experts able to convey to young people the knowledge necessary to compete on the world’s contemporary information technology market? - Education is underdeveloped. It is very important for us to understand and realistically accept the fact that education must be reformed as soon as possible. We must change many things in education. Introducing IT as a compulsory subject in primary schools is a big step forward and it shows us that a lot can be done in a short time. As an initiative, we have managed in a short period of time to bring to the doorsteps of schools a teaching programme that’s among the best in the world. The support we received is great, because it has shown us that understanding new solutions is crucial. This is proof that the system can be changed and you can receive a new way of learning overnight that is very useful for our future generations. We believe we can do a lot more and that many I am very concerned personally about higher outsiders from the current digitisation will eventually education in Serbia, because that is what needs to emerge as winners. This whole process has nothing to propel children from a general state of education to do with the size of the state, nor its economic power, specialisation that will create new values. This is a major problem, because this process is pretty inefficient. but rather is more about agility, readiness and the Specifically, for the most sought-after professions determination to change things in the world you need only one computer, but the areas of learning they cover are obsolete. A positive thing is that there are companies in Belgrade that This whole process has nothing to do with the size of the state, deal with data science and work at a top level. This is done from nor its economic power, but rather is more about agility, readiSerbia at the global level. On the other hand, our students have ness and the determination to change things. no place to get the necessary knowledge in this field, because Just look at Finland or Estonia, which weren’t so successful the universities refuse to introduce specialised courses. on the issue of GDP 15 years ago, but which have progressed Nevertheless, I’m an optimist. Through the Digital Serbia so much today thanks to their acceptance of digital transforinitiative, we will do good things. We have gathered people around mation. These countries are smaller than Serbia, but they’ve the initiative who have good will and who want to improve the understood what the modern economy is. system in Serbia. And I think we also have enough knowledge One of the goals of our initiative is education. The education and strength to change something by going in the right direction system has to change. Education is a certain winning combination towards digital transformation. We will not give up. We’re going for the future of humankind, which will be based on knowhow to the end until we fulfil our objectives. ■ and cognitive abilities, because everything else will be done

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UDO EICHLINGER CEO, SIEMENS D.O.O. (LTD.)

Digitalization Is Inevitable Digitalization changes everything and it is no longer a question of following trends or not, for many businesses it is a question of survival!

erbia is definitely progressing, but being a country in transition implies that the digitisation of the industrial sector is still not at a high level and that investing in Industry 4.0 is a priority for the further strengthening of the country’s economy. We are here to support the country at every step of that process, says Siemens d.o.o. (Ltd.) CEO Udo Eichlinger

through the Internet-of-Things concept for motors Simotics IQ, to the new Version 3.0 of the open Cloud-based IoT operating system MindSphere. Siemens is also offering a variety of contracting varieties, such as pay-per-use models designed to simplify the implementation of digital solutions, aimed specifically at medium-sized enterprises.

in a new and much easier manner. Manufacturing industries are also undergoing a massive period of change, with new competitors arriving on the market and drastically changing the way business is done. Digitisation also means also the “middle man” is cut out of the value chain, hence the whole “go-to-Market” will be different tomorrow.

Manufacturing industries are also • Siemens Digital Services is the • Siemens, as one of the world’s undergoing a massive period of change, company’s centre of innovation largest companies, is also recogand digital development. How nised as one of the leaders in apwith new competitors arriving on the plying new technologies, especial- market and drastically changing the way big is the scope of activities of this service and what are its baly relating to digitisation. How is business is done sic tasks? Siemens’ digital infrastructure - Siemens Digital Services can organised? leverage data to increase availability of Generally, it is important to under- Siemens stands for a range of innoassets, optimise maintenance intervals stand that digitisation doesn’t mean vations designed to shorten the time and improve performance. Data creates doing the same as before just in digital to market and improve flexibility, eftransparency and enables informed deciway – like talking over digital solutions ficiency and quality in the processing sion making. By integrating the masses – rather it relates much more to the and manufacturing industries. They of data produced by machines with data disruptive change of any business by range from the new Version 15 of the from other sources, such as weather competitors “re-inventing” the business Engineering Framework TIA Portal, 36 | E-SERBIA, DIGITAL REFORM 2018

forecasts and field service reports, and performing advanced analytics, our experts can predict and prevent failures, and uncover opportunities for performance improvements, as well as energy and cost savings. Siemens Digital Services are further enhanced by innovative technologies like augmented reality, social collaboration platforms and additive manufacturing, with which we manufacture customised spare parts quickly and wherever needed. • To what extent does Siemens use different forms of intelligent infrastructure in implementing projects undertaken in Serbia and the region? - We at Siemens believe that the transition to digital production is a future that is already here, and that is why we support our clients in their efforts to transform their challenges into opportunities. Increasing demands by consumers for individual, high-quality products at favourable prices are posing new challenges for industrial enterprises that can be resolved only through digitisation. This is already helping SMEs boost their competitive standing today. We are here to support the country in taking all the necessary steps in this process.

• Siemens employs 1,500 people in Serbia, all of whom need to be trained to adhere to all of the company’s requirements and standards. How would you assess the level of education of new workers, and what training courses must they pass before becoming operational? - At Siemens we take on projects with the power to change the world and make industries smarter, to create the digital future. In order to do that we need to employ excellent people, which is why

• The digital reform of a country is a task that lasts decades, with the end goal of increasing productivity, efficiency, product quality and market competitiveness. From your position as CEO of Siemens Srbija, how would you evaluate the activities of the state to date in this field and what do you think should be the priorities? - Serbia is definitely advancing, but being a country in transition implies that the digitisation of the industrial sector is still not at a high level and that investing in Industry 4.0 is a priority for further the strengthening of the country’s economy. We are here to support the country at every step of the process and, considering the fact that Serbia has recognised Siemens as a reliable partner, together we can contribute to the modernisation of infrastructure through the digitisation process, which acts as a major catalyst for profitable growth.

• You are this year celebrating 130 years of Siemens’ operations in Serbia. What are your plans for the year ahead? -During all these years, the compaWe take on projects with the power to ny has remained faithful to itself, change the world and make industries its partners and the citizens of Serbia. I can state with great pride smarter, to create the digital future. that the year behind us was more In order to do that we need to employ • Given that the digitisation proexcellent people, which is why Siemens’ than a tough one for Siemens Serbia. One event that marked cess is still in its infancy in Serbia standards are globally high our success was the acquisition of and the region, how do your local the Milanović inženjering factory clients cope with the phases of in Kragujevac, and in the year ahead I Siemens’ standards are globally high. The designing and implementing projects? expect important business decisions team of Siemens experts, engineers who - To compete in an increasingly challengto be made for this factory. But we’re comprise the majority of the company’s ing environment, customers need to find not only focusing on the next year. In staff, is actively monitoring trends and new ways to optimise their asset value order to achieve long-term success, changes on the market in order to sucand performance. In 2017 we organised we must focus on the things that make cessfully respond to customer’s specific the Siemens Digitisation Roadshow in us strong and put other things aside. In needs and with the purpose of advancing Belgrade, Novi Sad, Niš and Kragujevac, at line with this philosophy, we intend to existing processes. Training courses held which we presented the innovative solustrengthen our successful businesses prior to assessing the company vary tions of our company to our customers and will intensify our efforts to grab depending on the workplace, but the and potential customers. We are already further growth opportunities and tap ladder of criteria was set high in order developing digital solutions, with several into new fields, especially when it comes for our employees to follow the success customers, for their facilities or part of to the further implementation of digitiand expertise of the brand, which has their facilities. I’m looking forward to the sation in Serbia’s industry, mobility and endured 170 years of existence thanks progress that will be made, even though energy sectors. ■ to its innovations. these projects are in early stages. E-SERBIA, DIGITAL REFORM 2018 | 37

VLADIMIR KNEŽEVIĆ COUNTRY MANAGING DIRECTOR, ORACLE SERBIA & MONTENEGRO

Technology Shouldn’t Be Feared, But Used Wisely Public Cloud services in the IT world are no longer unknown. Our idea is to present a cloud machine to Serbia that would be found in the state’s data centre, and which would respect modern safety standards with maximised savings. Oracle is the only company currently able to offer something like that

tive solutions in accordance with modern world practises? - The knowledge and technologies we have locally are more than enough for the IT system of the state to be placed on the highest possible level. Serbia has top IT experts and I believe the key is in combining excellent solution providers and local knowledge. Additionally, the centralisation of IT, which is increasingly being presented as a necessary solution, is • Do you see obstacles in our country assuming its proper form. It is the duty of when it comes to implementing innovaall of us, who work for local companies or as representatives of major The world is changing in the direction foreign companies, to contribute to the development of awareness of advanced analytics, artificial among individuals and the wider intelligence, self-sustaining systems, community. Technology should not “blockchain” concepts and, of course, be feared, but used wisely.

racle is known for its databases, and the fact that it applies advanced technologies to help implement complex state administration processes in Serbia on a daily basis. This company has also developed the “Cloud in the state data centre” initiative, with which it responds to contemporary data security challenges and which additionally distinguishes Oracle on the local market.

• Oracle has been present in Serbia’s public sector for many years. Can you familiarise us with the technologies and services you support in the public sector? - Oracle helps in the performing of key administrative tasks in the state administration on a daily basis. Whether it relates to payroll, data transactions between government agencies, storing confidential information related to citizens, advanced reports etc., Oracle’s advanced tech-

nology easing the implementing of complex working processes. We are renowned for our databases and it is known that the largest institutions in Serbia keep their data in Oracle databases. Furthermore, the security and privacy provided by our technology are the main reasons users in the public administration opt for additional application options.

Cloud computing technologies. Is this the future? I would say no, it is the present, and it’s better to prepare for technologies that are already widely used in the commercial sector

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• What are the new trends that Oracle can offer the public administration? - We are not abandoning our traditional data storage and the process-

• Which of Oracle Labs’ modern solutions could find application in our country in the near future? - IDC claims that organisations which analyse all relevant data and use that as the basis to generate operational decisions will realise additional revenue of $430 billion by 2020, as a result of increased productivity compared to less analytically-orientated competition. Several factors impact on this: rapid development of robotics and sensors, ever-increasing amounts of data, drastic development of computer technologies and ever-increasing numbers of digitally engaged • How does Oracle reusers. It is logical to ask spond to contemporary ourselves what the next security and challenges step is in processing such to the privacy of data, and large amounts of data? how do you differ from The answer is adaptive other IT companies? intelligence. - It is first necessary to Artificial intelligence take an overview of the and machine learning sosystems and data we are lutions are based on aldefending against such gorithms that can learn challenges. Cloud and from data without relying Web-orientated systems on the programming of certainly require special certain rules. Oracle uses attention. There is an enthese algorithms in the developtire strategy regarding the way data It is logical to ask ourselves what the ment of its new technologies, and is preserved and stored that relies next step is in processing such large it’s only a question of time until the on sophisticated Oracle tools. If we amounts of data? The answer is implementation of such solutions is were only to keep pace with GDPR adaptive intelligence seriously approached in the state initiatives, we would understand as well. There is plenty of need for how many parameters need to be that, especially in the security domain. machine to the Republic of Serbia that met. This is no simple task, but Oracle would be located in the state’s own data possesses a set of tools and, first and • We’ve spoken about technologies. Howcentre, and which would respect modern foremost, a strategy that provides answers ever, if you had to single out specific Orasecurity standards with maximised savto these questions. We also set ourselves cle solutions that are applied in the state ings in terms of optimising licenses and apart on the market with the “Cloud in sector, which would those be? use of Oracle technologies. the state data centre” initiative, which - It’s difficult to give a simple answer, addresses the challenges facing privacy because there’s virtually no major system • Who would manage data in that case, and security in a sophisticated way. in the country that doesn’t use Oracle to a if the service is still provided by Oracle? certain extent. However, I would single out - The ownership and management of data • What is represented by this initiative? data storage and advanced reporting, and is exclusively on the side of the user, in - Public Cloud services in the IT world are then managing contents and documents. this case the state. It cannot occur for a no longer unknown. Most leading IT venI believe that at this moment, due to its piece of data to be trapped in some data dors offer Cloud services from their own scalability, Oracle is the only company that centre on another continent. Everything data centres in remote geo points. This can respond to complex demands of this is located locally, and yet it is a public can prompt fear – about where the data type at the state level, and that’s the only Cloud service provided by Oracle. We is located – and local regulations often reason why state institutions and large are the only company currently able to prohibit or limit the use of such solutions. enterprise place their trust in us. ■ offer something like that. Oracle developed the “Cloud in Users’ ing and presenting data through advanced reports. However, the reality is such that the world is changing in the direction of advanced analytics, artificial intelligence, self-sustaining systems, “blockchain” concepts and, of course, Cloud computing technologies. Is this the future? I would say no, it is the present, and it’s better to prepare for technologies that are already widely used in the commercial sector. What can elicit fear is orientation towards open systems that are in the Cloud, and their exposure. That’s why particular emphasis should be placed on safety, security and privacy.

Data Centres” initiative, which implies an identical Cloud service to the one we would normally provide from our own data centres, but this time done in such a way that the service runs from a local data centre. That’s as though you’ve dropped “part” of the Oracle Cloud into your own data centre, thereby preventing the possibility of data being removed and misused in the data centre and the country. The idea is to present a state Cloud

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INTERVIEW ZOJA KUKIĆ EDITOR AND AUTHOR OF STARTIT

We Want To Empower Youngsters “We’ll continue spreading awareness about IT and entrepreneurship as skills of the future, and in 2018 there are plans to open new centres in Kragujevac and Šabac”

ditor and author of StartIt, Zoja Kukić, announces the continuation of programmes that have changed the face of the Serbian start-up scene and provided many with a chance to take the development of their careers in their own hands.

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• In the past year you’ve decided to make IT knowhow available to most of Serbia by establishing “Startit Centres” across the country. What are the goals and results to date in smaller towns? - The goal we want to achieve is reducing the numbers of young people leaving their hometowns and the country. We believe that developing IT skills and entrepreneurship is one of the ways of doing that. There are Startit Centres located in seven cities - Belgrade, Novi Sad, Zrenjanin, Valjevo, Inđija, Vršac and Subotica, and this year we will open new ones in Šabac and Kragujevac. Startit Centres across the country almost every day

offer free courses, seminars, lectures or workshops, and they have been attended over the past year by more than 24,000 people. The programmes are diverse - topics vary from strictly technical to digital marketing, freelance opportunities or general technological trends. And the target

groups are broad, from primary and secondary school pupils, via professionals from other sectors, to computer programmers and engineers.

even better, while we also help those just wanting to enter this field and to re-train for it. We also share knowledge in complementing other “professions” with the help of IT, such as digital marketing, web design etc. We try to cover the basic changes brought

More than 24,000 people passed through Startit Centres over the past year

• How do you succeed in providing high quality programmes that are also free? - That’s primarily thanks to the large number of IT professionals who are willing to share their knowhow freely and help in achieving the common goal of empowering young people and giving them the opportunity to build a career and life in their own city and country. We also have great support from domestic IT companies, such as Nordeus, Telekom Srbija, Quantox and many others. There are also donors, led by the German Office for International Cooperation - GIZ, which has supported our projects for five years already. • What types of programmes do learners receive, and to what extent are they aligned with the needs of the market? - The programmes are strong in three ways. First, we primarily cover strictly technological topics, and in that we have programmes designed to help IT professionals become

to many industries by technology. We can see how important that is through examples from our country, which creates software that helps lawyers better manage cases, drones that help with agriculture etc. The third focus is entrepreneurship, which we believe is a key skill for the future, regardless of whether you opt for an entrepreneurial career or to work in some company. • What are your plans for 2018? - Along with the opening of two new Startit Centre, we will continue our programmes and improve them further. We want as many people as possible to learn about the opportunities provided by IT, because IT and entrepreneurship are skills that will be crucial in the emerging Industry 4.0. Likewise, we want even more young people to discover that Startit Centres can provide them with support and help in finding work and improving their skills. ■ E-SERBIA, DIGITAL REFORM 2018 | 41

SAVA ŽIVANOVIĆ DIRECTOR OF TECHNOLOGY PARTNERSHIP

Exporting Knowledge Supporting education and investing in IT products is the road that Serbia should take, says Sava Živanović, Director of Technology Partnership

echnology Partnership is a Belgrade company that successfully conquers both domestic and foreign markets, and hopes this year to commercialise new platforms it developed in 2017. Professionalism, ethics, curiosity, creativity and efficiency are the principles this company insists upon, while the motto of its solutions is - simple and reliable. • For years Technology Partnership has been developing IT products in various fields. In what markets across the world and in what industries are your solutions used? - Our solutions are used in medicine, telecommunications and finance, and the biggest markets for our company are the United Kingdom and the United States.

• Solutions of Technology Partnership are intended for a wide variety of users, and besides the private sector you also work with the public sector. One of the great examples is Argus, a platform for family accommodation and adoption centres. Where is it currently used and do you expect it to be applied even more widely in future?

other similar organisations all over Serbia will start using it. • Is the Serbian market ready for stateof-the-art IT technologies? How much do we differ from the rest of the world? Do you notice any positive trends in people’s interest in smart solutions and modern ways of doing business? - We believe that the Serbian market has become aware of that need, but it is not ready yet. The issue of digitalisation or automation is often seen just as a matter of saving money.

• In your opinion, in what direction should the Serbian IT industry develop in the coming period? Should we seek the foundation of future progress in the development of our own products? • What were the most important - As a country with a small populaprojects in 2017, and what plans do tion and therefore a small possible you have on your agenda for 2018? The Argus platform enables efficient - Our most important projects in records of children's data, foster families, number of staff in the IT sector compared to other much bigger 2017, were ‘m!’, a platform for secure counsellors, centres, work units, etc. countries, we need to look at councommunications, payment and data tries of similar size - to develop collection, and MediqARC, a regulaa strong education sector and support - Argus, the Technology Partnership tory compliance platform for certification investment in our own products. Exportplatform for centres for foster care and of companies that deal with the developing knowledge through exporting our own adoption, has been successfully used ment of medical equipment. In 2018, we products is the basis of any economy in centres in Belgrade and Novi Sad for expect to successfully commercialise with highly paid jobs. ■ several years now. We hope that this year both platforms.

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DIGITAL TRANSFORMATION Information technologies are the key driver of significant changes in the world economy, as well as of innovative processes and the development process itself in most industrial areas, and for most communities. In recent years, the rapid spread of IT has contributed to the emergence of new forms of business and business communications, and IT has become a basic prerequisite for economic and social development. The modern transformation of the world based on IT has created conditions for the growth of innovation and productivity, a more efficient way of connecting people and companies and the creation of new opportunities that have improved living standards

INTERVIEW H.E. ARNE BJORNSTAD AMBASSADOR OF NORWAY TO SERBIA

IT sector - Serbia’s Greatest Potential Information technology is included in education in Norway from the very beginning. It is not so much learning about it as integrating it into your daily experience as a tool, while at the same time gaining the necessary understanding of it

or this edition we speak with Norwegian Ambassador to Serbia H.E Arne Bjornstad about education and the potential of Serbia’s IT sector.

pupils and employers. What use is it to employers if schools teach young people how to repair a Yugo when they will have to repair far more hybrid and electric cars than a diesel or petrol car from the last century? Schools and universities must prepare their students for the labour market of today and tomorrow. That means preparing for a globalised economy.

the time regulations are adopted they are probably obsolete, what with the speed of innovation we see today. Of course, you need norms for information security, protection of privacy etc., but flexibility is a key success criterion.

• Norway has managed to create, among • In your opinion, to what extent could other things, one of the world’s best structhe IT industry’s development contribtured education systems. What can Serbia learn and implement in its education ute to the overall development of the • The Norwegian economy and adminissystem, based on the Norwegian model? economy in Serbia? - I would say it is objectives and tools that - The IT sector is perhaps Serbia’s greattration base development on the benemake the difference, not structure. est potential. Serbia has good engiFour elements are important. One neers and a multilingual workforce. It is all about constantly adopting new of the fundamental principles of Although reforms undertaken to technologies and working models, and the Norwegian education model is date in Serbia have already yielded the public sector using methods and to be inclusive, in the sense of havresults, they must continue. When tools from the private sector Serbia joins the EU, I am sure it ing an adequate offer for everyone, will see an important increase in regardless of their intellectual or investments in the IT sector. There is practical inclinations and previous school fits of digitisation. How difficult it is to another element to this too. Digitisaresults. Secondly, the pupils must learn keep pace with the market in new techcritical thinking and empirical methods, nologies today? tion and the adoption of new working which stimulates creativity and flexibility - It’s all about constantly adopting new methods that take advantage of the more than repetitive learning or other technologies and working models, and possibilities offered by IT technologies kinds of dogmatic teaching methods. the public sector using methods and for making public administration more Thirdly, we try to make the school and tools from the private sector. This means efficient and transparent will free both universities move with the times, so that having a flexible system that is not too resources spent on administration, as is both the curriculum and tools are not tied down by regulations, but where indone today, and resources not being put lagging behind. This requires a flexible to use due to today’s time-consuming and novations are put to use with minimum system, based both on the demands of sometimes unpredictable bureaucracy. ■ delay. The danger is overregulation. By

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Open Data – Open Opportunities

UNITED NATIONS DEVELOPMENT PROGRAMME

STIMULATING INNOVATION, ECONOMIC AND SOCIAL DEVELOPMENT Government Open Data Portal www.data.gov.rs

Public institutions produce and collect huge amounts of data. When this valuable information is available online in open form, the wider public may use it for new purposes, enabling innovation and development - helping reach the global Sustainable Development Goals faster

pen data stimulates economic growth: the European Data Portal estimated (2016) the total market value of open data in EU at between €193 -€209 billion, while the potential global economic benefits are valued at $3billion annually. Open data also improves efficiency of public administrations, and makes the work “The UK is ranked number one in the world UNDP implements the “Open Data – Open and decisions of public officials more transfor its leadership in open data. UK GovernOpportunities” project in partnership with parent. This leads to greater accountability ment, citizens and businesses have witnessed the Government of Sweden, World Bank and and trust, and stimulates collaboration and huge benefits of opening data, particularly British Embassy. citizen participation. in increasing transparency, accountability In 2015, recognizing the potential and and improved policy making. Impact on the UNDP has been implementing many probenefits of open data, UNDP Serbia launched economy is significant since new businesses jects contributing to the digital transformation the Open Data Readiness Assessment, which are emerging. We see it as a valuable tool in Serbia since 2012. National and local public showed that Serbia had adequate precondifor good governance and we are convinced institutions were equipped with software tions to start a national open data initiative. that this project will further support ongoing to increase the efficiency of internal audit, Consequently, open data was introduced reform of the Serbian public administration parliamentary work, public procurement, into the national Strategy for E-Government and its digital transformation” - H.E. Denis budget expenditures and public debt moniDevelopment and Action Plan for Open GovKeefe CMG, HM Ambassador to Serbia. toring. Entrepreneurs can now register their ernment Partnership. UNDP has supported businesses online, faster and cheaper, and the the Government’s Open Data Working Group, “The Swedish International Development use of new technologies such as blockchain Agency (SIDA) supports the Open Data initiawith over 50 members from more than 25 is being tested for transferring remittances. tive to secure transparency in public finance government, civil society, industry, academia UNDP supports the ministerial Council for IT management and promote innovation through and international organizations. Open data and Innovative Entrepreneurship and works stimulating cooperation among public, priprominently featured in the Keynote Address closely with ITE to further advance electronic vate and civil sectors” - Mr. Ola Andersson, of Prime Minister Ana Brnabic to the National governance in Serbia. ■ Counsellor, Embassy of Sweden. Parliament, highlighting digital transformation as a strategic priority. Open data prominently featured in the “The World Bank in Serbia has been The new Government also estabKeynote Address of Prime Minister Ana involved in the Open Data Initiative from lished the Office for IT and e-Governthe very start in 2015, and together with ment (ITE), which took over open data Brnabic to the National Parliament, the Government and UNDP, we prepared coordination and launched the National highlighting digital transformation as Open Data Readiness Assessment Report Open Data Portal (http://data.gov.rs) a strategic priority and recently have secured a grant of in October 2017. The portal contains $300,000 for the “Open Data – Open 136 initial data sets opened by eight Opportunities” project. Our goal is to further state institutions in six sectors. Ms. Brnabic OPEN DATA IS: open up the public data in Serbia, develop the pointed out that opening the data of all state • Public knowledge and skills of government employees institutions in Serbia could lead to GDP growth • Digital for data processing, create a supportive legal of one per cent, and an improvement in the • Machine readable framework, an enabling business environment, employment rate of up to two per cent. • Free to be reused and we are ready to provide further support in To help Serbia join the data revolution • Available to everybody for any purpose a broad digital agenda” - Svetlana Vukanović, and empower all stakeholders to participate • Free of charge ICT and Transport Expert, World Bank Serbia. and compete in an increasingly digital world,

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INTERVIEW H.E. DENIS KEEFE UK AMBASSADOR TO SERBIA

UK Supports Serbia’s Digitisation British Embassy support in this area, through the Good Governance Fund, will be crucial, while digital will be a key area of focus for the Western Balkans Summit, which the UK is hosting next year

“W

e are supporting Serbia in providing transparent and secure citizen-orientated online services, an improved business environment with clear registers of procedures and costs, and increased level of accountability with reduced opportunities for corruption and malpractice, with the digital transformation,” says UK Ambassador to Serbia H.E Denis Keefe.

Together with the UNDP and the World Bank, we are supporting the Office for IT and e-Government in its further development of an Open Data ecosystem in Serbia, which we strongly believe will lead to an increase in transparency and accountability. • Serbia is certainly lagging behind developed countries, including the UK, when it comes to the digital transformation. In your opinion, what should Serbia’s priorities be in the process of accelerating the development of the digital sector?

is among the world leaders in this field. To what extent does this impact on the organising of the state administration, the budget and the overall quality of life for British people? - Everyone benefits greatly from online electronic systems, whether this is renewing a passport application, submitting a tax return or applying for a new driving license. It is fantastic that the British people can do these tasks from anywhere inside the UK – even outside, as I do as a diplomat based here in Serbia. The increase in connectivity in the last 10 years has been simply phenomenal and has had many positive impacts.

• The UK helps projects aimed at reducing bureaucracy through the support programme of the Good Governance Fund. What effect have these donations had to date? - To date we have worked closely with a number of beneficiaries and impleTogether with the UNDP and the World • Viewed from the perspective of formenting partners, including NALED, in eign investors, is the importance of eBan,k we are supporting the Office for IT and addressing bottlenecks which impeded sufficiently recognised e-Government in its further development of government on the business environment. This conin Serbia? tributed to improving Serbia’s position an Open Data ecosystem in Serbia - E-government initiatives have been one on the World Bank’s Doing Business of the main focal points of the current Index three years in a row. administration, and this has been very With the World Bank we are supporting - Key areas for reform are around enabling well received by the business community. the introduction of electronic submissions e- payments, e-signatures, e-archiving, e-land Notable for its highly bureaucratic, paper-andof bids in order to increase the transparency registry and establishing online forms that can stamp system, e-government will allow Serbia and efficiency of Serbia’s public procurement be submitted electronically. While Serbia has to unclog its administrative processes, resulting system to better fight corruption and increase much to do to catch up, if there is sufficient in efficiency, transparency and cost savings. All the competitiveness of bids. political will and willingness to learn and adapt of these things are important to companies. We have provided technical assistance from other countries, such as the UK, this is However, much like anything else, stakeholder for the setting up of one-stop-shops for public achievable. education, roll-out and implementation will be services structured around important life events Certainly, British Embassy support in this the litmus test of success. like marriage and the birth of a child. Prior to area, through the Good Governance Fund, will The Foreign Investor’s Council, in their this intervention, Serbian citizens spent an be crucial, while digital will be a key area of annual White Book, has also noted progress average of seven hours registering a birth by focus for the Western Balkans Summit, which in this area. Though not without pitfalls during visiting various institutions. Now they can do the UK is hosting next year. early implementation, this is a positive story everything free of charge, from a hospital, in to build upon for further initiatives that will 15 minutes, saving the public administration • You are a great advocate of the digital transdirectly benefit companies on the market. ■ 400,000 working hours annually. formation and eGovernment, and your country

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NATAŠA MARKOVIĆ GENERAL MANAGER OF GALEB COMPANY

When The State And Entrepreneurs Row In The Same Direction Success Is Guaranteed “Although Serbia’s fiscal system is of a much better quality than many solutions in the region, there is still room for improvement, and we’re ready to help with advice and experience"

tations do you have of the long-awaited online fiscalisation? - The fiscal system in Serbia is being mentioned often lately, and Galeb, as the biggest manufacturer of fiscal devices in Serbia, often receives questions about this. We consider that the system is good and of a better quality than many in the region, but also that there • Your company was first private enterprise is room for improvement. We are pioneers of to be registered in SFR Yugoslavia. Which arfiscalisation in Serbia; we have participated actively in setting up the system for eas are you active in today? many foreign projects, and are will- Our company has been operating for Our fiscal cash registers and printers, more than 40 years on the territory of ing to actively assist with advice and Yugoslavia, but also further afield. I think experience. as well as complete POS solutions for that’s primarily so because we are a Long-awaited ‘online fiscalisaretail, hospitality and services, which family firm based on traditional values. tion’ is specific in and of itself, just by are recognised for their reliability on the combining those two words. Specific We are present in the sectors of markets of 26 countries trade, production and services. Times solutions have yet to be suggested. have changed, and Galeb has increasingly ‘Online’ has wide-ranging significance expanded its wings in line with the needs and offers many potential solutions, of the market. We manufacture metal packaging and we are ready to help with concrete sugExports have grown each year, so in 2018, and accessories, as well as signaling and safety gestions and recommendations. A mistake alongside existing markets, sales on new devices for the rail sector, but our best-known is often made by associating “online” in this markets are expected, in Europe, but also in products are primarily from the field of business sense with the Croatian model, which proved Africa. Unusual experiences, as well as havelectronics and fiscal devices, and those include to be extremely poor. ing functioned in the state in four different fiscal cash registers and printers, as well as We expect to continue our good cooperaforms, helped us to create a recognisable complete POS solutions for retail, hospitality brand that can survive even the most difficult tion with the Government, so in terms of new and services, which are recognised for their circumstances for the economy. Our hope is solutions for fiscalisation we are open to every reliability on the markets of 26 countries. that, with our new marketing plan, we will be form of cooperation and innovation, in order able to achieve our goals in the next four years. to reach the optimal model for the state and • After 40 years of successful work, what for the economy. Only if we row in unison, with is your market position like today in Serbia • How would you evaluate the current state our oars pointed in the same direction and at and abroad? of the fiscal system in Serbia? What expecthe same tempo, can we count on prosperity. ■ he announced introduction of the online system in fiscalisation leads us to expect a continuation of our good cooperation with the Government, in order to find the best solutions for the state and the economy, says Nataša Marković, General Manager of Galeb Company.

- Galeb is one of the leading companies in Serbia’s sector of medium-sized enterprises, which forms the backbone of the part of the Serbian economy that is locally-owned. We survived sanctions, bombing and the floods of 2014, when our entire production facilities and warehouses were flooded. We managed to rise from the ashes like a phoenix and, with the help of employees, the local government in Šabac and the Government of Serbia, restore production.

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ŽARKO KECIĆ ACTING DIRECTOR OF THE SERBIAN NATIONAL INTERNET DOMAIN REGISTRY

Modern Business And Domains Owning a domain name gives you a free choice of where and on what terms your company's web site is hosted, and lets you exchange e-mail using an address that identifies your organisation

infrastructure that allows them to be All Internet users use the Domain hy it is important for a permanently accessible. Key RNIDS Name System (DNS) to connect to the company to own its own services must be operational 24/7/365, appropriate Internet service. Because domain name and for it to be since the Internet also works without of its specificity and its global role, the a national one, how RNIDS interruption. If the critical IT systems DNS system must always be accessible, provides users with permanent domain supporting the registry fail, all Serbian reliable, fast and flexible, because it availability, and the importance of infordomains would be unreachable, web sites makes domain names accessible and mation about threats on the Internet; on .rs and .срб domains would not the Acting Director of the Serbian be visible, online shops would stop National Internet Domain Registry, RNIDS manages a registry of national working, and domain users would Žarko Kecić, speaks with e-Serbia. Internet domains (.rs and .срб) and an not be able to exchange e-mails. infrastructure that allows them to be • Modern business takes place to permanently accessible. Key RNIDS • Why is it important for a coma great extent online, and a comservices must be operational 24/7/365, pany to be present on the Internet pany’s survival has become alin the right way, that is to have its most impossible without an Insince the Internet also works without own internet domain name and for ternet presence. How is this reinterruption that to be a national one? lated to domains and what is the - Online presence is possible in role of RNIDS? many ways - companies can be present visible on the Internet. So, an internet - Development and expansion of the on social networks, online portals and domain name is the basis of a company’s Internet has helped to make business business listings and, of course on their online presence, enabling it to create web faster and more efficient. Online business own website on their own domain name. sites and exchange e-mails with anyone allows companies continuous presence The use of social networks and porat any time. and communication with partners and tals has its advantages, but they are RNIDS manages a registry of national customers, regardless of working hours controlled by someone else and there Internet domains (.rs and .срб) and an and physical location.

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In the interests of its users, RNIDS current technical solutions that enable is no guarantee that the terms of use has implemented three types of domain a high availability of services. RNIDS’s will not change. It is a fact that many name protection. All three types of prokey services work in multiple locations social networks, portals and listings tection significantly reduce the risk of and enable continuous service provision have ceased to exist, some even withthe ‘theft’ of domains, and it is up to the even in case of equipment malfunction or out notice, which practically means the user to choose which one provides the interruptions in communications. online disappearance of companies necessary level of protection. DNS systems that are responsible for whose internet presence and business The basic level of protection is ‘Sethe .rs and .срб domains have worked nonare based on them. cure Mode’, which is simply activated stop since the establishment of RNIDS. Companies that have their own dothrough a registrar where the domain DNS-OARC measurements show that main name have full control of their name is registered. In this case, for each RNIDS belongs to a group of only seven online presence. Having a domain name change of domain-related data, enables a free choice of where and confirmation will be requested on what conditions the web site before the change is allowed. A will be hosted, allows exchange of slightly higher level of protection e-mail messages with an address is provided by ‘Client-Side Lock’, that identifies the organisation, which should be sufficient in most and it provide global access to cases. The highest level is provided other Internet services offered by by ‘Registry Lock’ service. This serthe company to its users. vice provides the highest level of The use of national internet protection but requires additional domain names allows companies to administrative and technical activishow their business presence on the ties of the registry and is therefore territory for which these domains charged separately. are intended. In addition, national domains often provide a higher • Why is domain security among level of security than generic ones the most important issues today? (.com, .net, .xyz ...), through some- The DNS service is one of the what more stringent registration RNIDS has implemented three types key internet services, which leads terms and requirements that user of domain protection - all three types to frequent attempts to abuse it. data is accurate and up-to-date, significantly reduce the risk of 'theft' One of the most common ways which makes them less attractive of abuse is redirecting users to for misuse. Also, national domains of domains, and it is up to the user to have an advantage in local Google choose which one provides the required Internet services controlled by the attacker, with the aim of collecting searches, where the results that level of protection sensitive personal or bank account are geographically closest to the data or user credit card details. location are displayed first. RNIDS ensures domain security to top-level domain registries whose DNS the best of its ability, but it is very imservices have been available 100% of the • How does RNIDS ensure that their Inportant that users take the necessary time since these measurements began. ternet domains are permanently availsteps to protect their online presence. able? We therefore try to inform them about • RNIDS is the only national internet - RNIDS takes its responsibility very the importance of the Internet domain domain registry in the world that has seriously and seeks to organise and denames for doing online business, about three levels of domain name protection. velop its technical and human capacities risks and types of abuse, and steps they What is this actually about? according to modern trends. The task of should take to reduce the risk. Properly - There are more and more cases of ensuring that RNIDS key services and configured DNS servers provide a reli‘theft’ of domains, which apart from systems are always available is not easy, able service for their direct users, but lost reputation and profit can lead to especially with the number of staff and they also protect other Internet users the theft of sensitive business data, so the limited resources available. from various types of abuse, and also along with accessibility we pay special We base our business on best pracminimize the risks that they may be used attention to the security of domains tice and the experience of the world’s to launch attacks to other systems. ■ under our authority. leading top-level domain registries, using E-SERBIA, DIGITAL REFORM 2018 | 49

INTERVIEW DEJAN MASLIKOVIĆ DEPUTY MINISTER OF CULTURE AND INFORMATION

Digital Transformation Of Culture We will use I.T. and applications to present the wealth of our culture, art and creative industries to the general public. This process involves a number of activities that include not only scanning, photographing and other mechanical activities, but also a number of very important procedures

digitised contents depend primarily integrated glossary, the collection and he digitisation of cultural heritage on human resources. collation of metadata, the development and products of modern creative Data in digital format needs to be of plans and programmes, selection of industries is a strategic commitprotected; safe migration and long-term contents etc. ment of the Ministry of Culture storage need to be ensured in accordance and Information, and it fits perfectly into with state-of-art technologies. • How fast can the digitisation process the strategic goals of the Government The management of digital content is be implemented, providing the general related to the need to speed up the prothe most important segment of digitisapopulation with access to the cultural cess of digitising all segments of public tion as a whole. heritage of Serbia? administration and public institutions. When free access is enabled – as - There is one important condition for It was only a matter of time for the long as it does not infringe copyright digitisation: the contents, the subject digitisation process to spread to culture. or related rights – a wider local Through information technoloand international public will have gies and applications, the general When free access is enabled, as long as access to Serbia’s cultural heritpublic will be presented with the it does not infringe copyright or related age and modern creative works. treasures of our culture, arts and rights, a wider local and international The importance of this project is creative industries. Digitisation multifaceted. I will only mention changes the way in which cultural public will have access to Serbia’s the importance of promotional assets and artworks are produced, cultural heritage and modern creative activities, the development of marketed and consumed. works. The importance of this project is cultural tourism and, of extreme multifaceted importance, supporting the devel• What is involved in the digitiopment of creative industries. All sation process for cultural herthis makes digitisation a driving force matter of the digitisation process, first itage and modern creative industries? for economic growth, which is confirmed need to undergo important procedures, - This process involves a number of by the fact that the development of the such as cataloguing, descriptions of activities that include not only scanning, national portal of culture and the regbuildings, and, even more importantly, photographing and other mechanical ister of digitised contents is a priority all cultural assets and buildings need to activities, but also a number of very imfor the Government and is included in be restored and conserved. The speed portant procedures. These procedures the government’s action plan. ■ of digitisation and the availability of are related to the development of an

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DEJAN VUKOTIĆ DIRECTOR AT AOFI

Serbia Part Of Worldwide Network Of Export Insurers Membership in the Berne Union, which gathers together almost all of the world’s largest agencies dealing with the insuring of export credits and foreign investments, will improve AOFI’s work and increase the chances of domestic companies becoming part of the international trading network

OFI is the official export-credit agency of the Republic of Serbia, established in 2005 as a way of supporting domestic companies through the insuring and financing of exports. The Berne Union comprises the world’s leading private and state-owned insurers of export credits. Until 2017, the Berne Union and the Prague Club were two separate organisations - members of the Berne Union came from developed countries, while the Prague Club’s members came from developing countries. Since 2017 they have been unified, so together they have 84 members worldwide.

The Decade of Entrepreneurship, implying support for small and medium-sized enterprises, we have directed programmes precisely towards that sector. It is also well known that the SME sector is among the most important generators of growth. • In order to ensure the continuity of operations, improve the economic environment and increase the presence of domestic enterprises on foreign markets, it is necessary to cooperate with similar institutions from other countries, as foreign trade partners. What is the significance of AOFI‘s membership in the Berne Union?

international practise, accepting common principles of insurance and financing, exchanging information about customers, banks and markets, and thus creating a unified database. It brings together almost all of the largest agencies dealing with rhw insuring of export credits and foreign investments. To AOFI, as well as other members of the Prague Club, membership in the Berne Union is of great importance, also due to the fact that we have thereby become part of an organisation of developed countries.

• This year‘s summit of the Berne Union was held in Belgrade and attended by 250 delegates from more than • Why is credit insurance important Our support in the period ahead will be 80 countries. What is the signififor exporters and which sectors will directed primarily twooards SMEs cance of annual gatherings? AOFI’s support primarily be direct- Union members gather at annual ed towards in the period ahead? conferences in order to exchange information - Membership in the Berne Union advances - In addition to its basic function - to protect and improve the technical aspects of insurthe operations of AOFI, thus increasing the users against realization risks, credit insurance. Forums for professional exchange are chances for many companies to become ance has another advantage. When your bank formed, members network, joint projects are part of the international trading network. discovers that you have credit insurance, organised... In short, we explore how credit The Berne Union is the largest union of its it will believe that you have protected the insurance can be even better for the client. kind in the world. It controls about 11% of flow of money and will more easily decide The world is small; we trade on the same cross-border trade worldwide, equatting to grant you a loan for further operations. markets and face the same risks. These to up to $2 billion annually. Our support is intended for all exportevents also serve to allow us to directly This international organisation was ers, but considering that the Government exchange experiences. ■ established with the aim of improving of Serbia has declared the decade ahead E-SERBIA, DIGITAL REFORM 2018 | 51

IVAN MILENTIJEVIĆ DIRECTOR AT AXIOM TECH D.O.O. (LTD.)

Serbian PLM Systems – Pillar Of Future Factories For industry 4.0, digitisation itself is not enough. Product Lifecycle Management (PLM) provides an answer to the question – “how to manage data and files and how to use them at different work stages?” and represents the backbone of developing the complete planning of production effectively

Full virtualisation and use of the Siemens is a pioneer and leader in the he new global trend known as PLM approach plays the main role in the field of automation and PLM, offering soluIndustry 4.0 is shaping the world. stages of development and production tions in many industrial sectors. The PLM A revolutionary set of industrial preparation. However, the basic effects logic is best harmonised and presented in and technological trends, which are primarily recognised in production – Siemens’ Teamcenter PLM system. This began developing spontaneously at the as the main and most important process, platform improves the flow of information start of the 21st century, is leading to which yields direct profits. Flexibility is and data related to complete documenfundamental changes in production. Its much greater with the help of automatic tation, from technical preparations to characteristics include complete digitalidata and automatic identification zation, internet, mobile solutions of data. Production conceived in and the creation of products in a Studies by independent institutions show such a way can easily be transcyber-physical environment. Industhat better data management provides formed into automatic or robotic try 4.0 is also a direct response to a direct increase of five per cent in processes, with flexible working, population reductions that have company revenue. Indirectly, companies but also provides significant reled to an increased need for work sults in simpler productions. to be automated. also realise significant savings in Studies by independent inFor European industry, this reducing warehousing and energy costs stitutions show that better data is a major challenge in terms of (which can arise on the basis of unclear management provides a direct inincreasing competitiveness and data resulting from production) crease of five per cent in company maintaining growth, and in terms revenue. Indirectly, companies also of economic and technical leaderrealise significant savings in reducing final delivery to customers. It enables ship. In developing new products that warehousing and energy costs. efficient planning and communication belong to Industry 4.0, the degree of with customers and suppliers. connectivity between mechanical and MEGATREND AXIOM TECH has been the distributor electrical parts, software equipment – COMPLETE DIGITALIZATION of Siemens PLM solutions for 25 years, and artificial intelligence elements is The basic approach to the producand its team of experts can easily identify extremely important. Support and a tion of sophisticated products is the the needs of different manufacturers and pillar of multidisciplinary development complete digitalization of development implement adapted PLMs, in accordance activities is represented by Product and production documentation. with the demands of users. Lifecycle Management (PLM) systems.

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When it comes to the complete digital model of a demanding product, we are really talking about a large number of files and data of a multidisciplinary and interdisciplinary nature, with different creative processes. From the point of view of files, these are different formats, resources and properties that come from different usage sources when creating these files. Digitalization itself is not enough. Product Lifecycle Management (PLM) provides an answer to the question – “how to manage data and files and how to use them at different work stages?”. The PLM system is the backbone for developing the effectiveness of the complete planning of production and summarising the behaviour of products at different stages. MODERN PLM SYSTEM Modern PLM does not function only at the level of managing data (files) from different systems, but rather also uses links between these statistics, which

results in synergistic collaboration between various factors in development phases. In this way, a dynamic model of a digital product is defined. Based on the example of Teamcenter, possible connections with other systems include: • Integration with different CAD systems, along with the possibility of managing multi-CAD data - NX, CATIA, Solid Works, Creo, Inventor etc. • Integration with systems for eCAD and PCB designing HW-Altium, EPLAN, Mentor Graphics etc. • Complete integration with MS Office. • Support for the development of software components - Polarion - ALM (Application Lifecycle Management) system. • Module for defining, validating and verifying demands related to development needs (Requirement Management). • Time management of pre-production phases with automatic development of the flows of processes, with a focus on the direct properties of developed parts.

Using the PLM system successfully combines disciplines that require the full storage of data/files from the start of development to confirmation of the validity of documentation. Linking data/ files, checking the fulfilment of technical requirements and traceability are essential needs in the development process. The maximum effect is seen during development, seeking a response to advertised requirements and via change requests. TEAMCENTER and the technological preparation of production TEAMCENTER is one of the few PLM systems that calculates using virtual data/files from a production environment. The efficiency of this process is particularly noticeable in the case of changes that are an inevitable part of production. Managing changes with the possibility of searching all related data/ files/parts added by the change or causing an impact is one of the most important effects brought by PLM in the technological preparation of production. ■

AXIOM TECH Ltd. – Your partner for all processes in the field of engineering TEAMCENTER

The world-renowned, most widespread PLM system for managing technical information and product information at the level of entire companies. It enables the use and manipulation of data with various computer-aided design (CAD) software aplications (NX, Solid Edge, Catia, ProE/Creo, Invento, SolidWorks).

A complete CAx system built on the basis of the modern Parasolid core. The NX system covers an entire spectrum of functions, from conceptual solutions, via the 3D construction of models and circuits, to analysis of machine functions. NX contains tools for importing and adapting models from other CAD systems.

SOLID EDGE

A CAx system with unique Synchronous technology, which greatly increases the speed of creating and adapting 2D and 3D production documentation.

VERICUT

An excellent software program with the possibility of completely simulating CNC machining programmes, detecting errors or potential areas of inefficiency and breakdowns of all types during adaptation/production.

TECNOMATIX

The digital factory. This software is for the dynamic simulating and optimisation of production and logistics processes.

FEMAP

This specialised FEM/MKP system for modelling offers a wide range of engineering analyses and visualisation, regardless of the CAD system used.

REFERENCE

Continental Barum, Donaldson, GE Aviation, Robert BOSCH, SIEMENS, Škoda Auto, Škoda Power etc.

AXIOM TECH, d.o.o. Kosovska 4 34000 Kragujevac, Serbia Tel.: +381 34 54 512 axiomtech@axiomtech.rs

www.axiomtech.rs

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INTERVIEW JASMINA VIGNJEVIĆ PRESIDENT OF THE DIGITAL AND E-COMMERCE COMMITTEE OF THE FOREIGN INVESTORS COUNCIL

Efficient And Transparent Bureaucracy Attracts New Investors Greater efficiency and transparency of bureaucratic procedures is achieved with the automating of processes and electronic procedures, and that is an important prerequisite for attracting new investors. The transition of administrative procedures from counter-based to electronic requests will make Serbia more attractive for investments

tions of businesses in Serbia the most at this juncture? - The digital transformation process should unfold in parallel at two levels. On one side is the state administration, while on the other is the economy and citizens. It is necessary to establish data registers and network • The FIC recently organised the presengovernment authorities and institutions so tation of the latest edition of its White that they can mutually exchange data. The Book. What were your most important next step is to introduce new eGovernment recommendations contained within it and services and improve existing ones. One were they accepted by the Serbiimportant recommendation of the an Government? FIC E-Commerce Committee is for It is essential to enable the economy to - We paid the most attention to electronic payments of all administrative charges and taxes, so that the digital identity, or a more flexible operate electronically in all fields, such digital signature, as well as the as electronic invoices, keeping business citizen is not obliged to submit hard copy proof of payment. development of e-government. records in electronic form, and the like It is essential to enable the We are glad that the Government economy to operate electronically accepted our recommendation to in all fields, such as electronic invoices, on GooglePlay or at the Apple Store, so extend the use of flexible digital signatures to also include transactions keeping business records in electronic that the user pays them alongisde their between businesses and citizens, and form, and the like. Some of these things monthly mobile phone bill as a result of, in not just citizens and the public adminare already possible to a certain extent, our view, the inadequate interpretation of istration, as was initially envisaged. but companies daren’t use them due to the Payment Services Act and the foreign Apart from that, we also provided other inconsistent interpretations of regulations exchange regime. recommendations that we expect to be by the state. For example, it can occur that respected with the adopting of bylaws • What, in your opinion, should be the administrative authorities insist on the use linked to the Law on Electronic Docunext steps in the digital transformation of a hard copy forms or company stamps ments, Electronic Identification and Trust process? What would ease the operaon some document. ■ he best example is the introduction of e-permits for construction. The process of issuing them has become incomparably more efficient, which enabled a significant advancement for Serbia on the Doing Business Index.

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Services for Electronic Transactions. In the field of e-government, or electronic administration, we notice a holistic approach of the Government and its work on important issues, and one of our main recommendations is for the enabling all forms of electronic payments, such as with cards and e-/m-banking, for services on the eGovernment portal. We still have some unresolved issues. It still isn’t possible to buy digital content

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INTERVIEW VERA NIKOLIĆ DIMIĆ AMCHAM EXECUTIVE DIRECTOR

Efficient eGovernment Most Important For A Better Business Environment The members of the American Chamber of Commerce in Serbia – more than 200 U.S., international and local companies – recognise the establishing of effective e-governance as one of the most important steps for improving conditions for doing business

e are witnessing e-government often being referred to as key to progress, transparency and accelerating procedures. On the other hand, AmCham believes that all noted digitisation processes need to be accelerated and transferred from words to deeds. Serbia is late in these processes, by a decade or even two, so the state should speed up these processes as soon as possible, because, apart from easing doing business, they will have a far greater effect. We are about combatting corruption. A good example of a successful e-system is represented by electronic building permits, a system that functions perfectly and makes corruption practically impossible.

expanding their operations unstoppably. The state’s job is to adapt the education system in the future to suit the needs of the market and thereby halt the brain drain from our country. • Which programmes does AmCham and its members use to support the IT sector, its promotion and education in this area? - The backbone of the U.S. economy is constant innovation enabled by close collaboration between the academic sector, the startup community and the economy. The most exclusive educational institutions, including

also much more tangible cooperation with universities in Serbia. We realise this vision through concrete support to centres for the development of innovation and entrepreneurship: Startit Centre and ICT HUB, as well as the programme for empowering the inclusion and leadership of women in the IT industry.

• How satisfied are U.S. companies with the advances made by Serbia on the introduction of efficient e-Government and what do they consider as the priorities in this area? - The experiences brought by member companies to Serbia show that without an efficient state administration there The backbone of the U.S. economy is is no stable and promising business constant innovation enabled by close environment. It is an encouraging fact • IT is the fastest growing sector of the collaboration between the academic sector, that the priorities of the Government economy in Serbia, with the programof the Republic of Serbia coincide with the start-up community and the economy ming industry alone recording growth our priorities, and that is a prerequisite of around 20 per cent annually, and for us to launch implementation. The estimates suggesting that this industry curthe Massachusetts Institute of Technology establishment of the Office for IT and eGovrently lacks between 15,000 and 20,000 exernment and the agenda of director Mihailo (MIT) in Boston, are increasingly focusing perts. How satisfied are U.S. investors with Jovanović is encouraging. In the near future on this type of synergy that’s enabled by Serbia’s IT experts? we expect accelerated work on e-document the use of innovative IT technologies in addressing diverse social issues. That is also - The IT industry is one of the areas in which regulations, the enabling of e-archiving, use of a practise that AmCham Serbia advocates new investments can be expected in the period e-signatures and the applying of e-inspector through the activities of the Platform for the ahead, as it is an industry of the future. There are services. Such a journey will bring us closer Digital Economy, which includes strengthena large number of U.S. companies operating on to countries like Estonia, which has digitised ing the start-up community and promoting our market and employing top local personnel. virtually all systems. We don’t need to overanalyse and excessively research, we just need entrepreneurship in the ICT field through Alongside Oracle, IBM and Microsoft, as leaders to adapt existing e-services to the needs of exchanges of experience with representaof the world’s IT industry, we also have American companies like Symphony Serbia that are tives of AmCham member companies, but citizens and the economy. ■

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DIANA GLIGORIJEVIĆ REGIONAL DIRECTOR OF MARKETING AND SALES AT TELEGROUP

Solutions Even For The Most Dangerous Cyber Threats Protecting citizens’ data is in the national interest, because eGovernment in Serbia isn’t immune to cyber threats and challenges

reliable infrastructure that can be relied upon by the services of state institutions that are digitising their services.

eleGroup is one of the leading providers of ICT and energy solutions on the market of the Western Balkans. By positioning itself as a reliable technological partner of many important companies, state institutions and organisations, the company continues to develop.

• In the age of eGovernment, why is it important to pay particular attention to information security and data protection? - Serbia has recognised information security as one of the priority areas of development that should be advanced through the improvement of the legal and institutional framework, the protection of critical information infrastructure, the fight against hightech crime and scientific and technological work. TeleGroup monitors the development of the latest technologies continuously, and

Teams etc., raise public safety and incident management to a higher level. eGovernment in Serbia is not immune to dangerous cyber threats and challenges in digital transformation. Our highly qualified security engineering personnel is ready to design dedicated solutions in every segment of information security and protection at any time.

• The market of new IC technologies, more than other industrial sectors, is exposed to significant innovations on a daily ba• You have for many years provided state sis that cause swift changes to competiinstitutions and the public sector with a complete service for creating, implementtiveness. How do you cope with such maring and maintaining corporate information ket conditions and which innovative soluand communication systems. How tions are you currently working on? much are TeleGroup solutions cur- TeleGroup has been growing and We are doing a lot of work on the progressing for years, as it is among rently being used in eGovernment concepts of IoT solutions that can the first in the region to implement projects in Serbia? innovative IC technologies. We are - Given that the main goals of eGovimprove revenue streams in various witnessing the fourth industrial revoernment are transparency, increased industries efficiency and simplification of prolution and the way in which digital transformation impacts on the whole cedures, it is necessary to secure through the education of security comsociety. We are doing a lot of work on the fast feedback and make it available through concepts of Internet-of-Things solutions different systems, and, most importantly, munity in the private and public sector, that can improve revenue streams in various the security of data and communications tailoring solutions that can respond at any industries, from the smart sensors that will channels. That’s precisely why we primarily time to the most dangerous cyber threats. be embedded in many devices in the coming see our role in the digitisation of processes The protection of citizens’ data is in the years, via the transport layer, to software for that have to date been carried out with the national interest, primarily due to threats the management and analysis of data generuse of traditional technologies. We work with like the theft of personal data, identity and state institutions to improve the system for the like, and systemic solutions like clear ated by sensors. We create innovative, beclassifying and protecting communication regulations, specialised security solutions, spoke applications for clients that help them systems’, documents, as well as models for organization of Cyber Emergency Response increase their market competitiveness. ■ E-SERBIA, DIGITAL REFORM 2018 | 57

Photo by Milica Rašković

DUBRAVKA KOSIĆ LAWYER, KOSIĆ LAW OFFICE

Both Regulations And Promotions “In order to adapt fully to modern standards in the domain of digitisation, besides complete regulation, it is necessary to promote awareness of useful aspects of digitisation and thoroughly inform on savings”

put Serbia on the map of countries with digitisation has also been entering other ven though talks about the digital favourable conditions for doing business. parts of life, which is to be expected, era started in Serbia only recently, However, more should be done with regard considering the intention to facilitate every aspect and benefit of digitito measures that will ease daily operations. and expedite a whole set of services sation is utilised enormously in the For example, the obligation to stamp docuwhich have to date demanded signifilegal systems, in order to promote awarements was implemented through a legal cant amounts of both time and money. ness of the benefits of services that rely resolution many years ago, yet it did not In cooperation with our worldwide client on digitisation. Many systems that have have the expected impact in practise. On base, we often encounter situations in been operating for a long period rely on the other side, the Ministry of Finance and which certain procedures that require a the benefits of digitisation. the National Bank of Serbia have In the process of achieving a digital society, the recently adoptAll these reasons and examples actually implemented a number of mechanisms and possibilities in order ed Law on Electronic Document, show that the implementation of newly to ensure cashless transactions Electronic Identification and Trust adopted solutions related to the digital and enable transactions without Services, which will be applied, is era should also be well promoted personal presence, but these have a significant step. The fact that not yet been implemented in their citizens are able to access basic intended scope, due to the sensitive polilot of time to be conducted and, in certain services through digital service providers cies of commercial banks, in that sense. situations, require a personal presence, should not be overlooked. This has resulted All these reasons and examples actually represent a significant obstacle and lead in significant savings and increases in the show that the implementation of newly to re-evaluations of investments in Serbia. efficiency of the administration. In order adopted solutions related to the digital Numerous foreign companies are exto fully adapt to modern standards in this era should also be well promoted. The set pecting more efficient solutions, not only domain, besides complete regulation, it of laws that will form the further basis for in administrative procedures, but also in is necessary to promote awareness of complete digital administration and the areas of financial transactions and bank the useful aspects of digitisation and shortening of procedures is currently in transactions. The measures incorporated thoroughly inform on savings. the process of being adopted.■ into these areas are significant and have Besides the public administration,

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MIODRAG ŠEPA SOLUTION DESIGN & CONSULTING EXPERT

GORDAN VUJIČIĆ CHIEF SALES OFFICER, ENEL PS

Security: Top Priority The time when data protection was only considered in the event of some incident has been consigned to history. All companies and institutions where there is clear awareness of the importance of high-quality protection of data and IT infrastructure are increasingly choosing safe rooms as the optimal solution for the security of their data centres. More companies accept a preventative approach and plan the funds to be invested in security in advance

be “constructed” around an existing rack with ecure rooms offer protection against session of modern financial institutions. The equipment. These modular IT safes provide the virtually any type of attack or incibackground to this trend primarily relates to same degree of protection (and consequently compliance with legal regulations and internal dent: from fire, flood or dust penetracertification) as modular secure rooms, but standards in the financial sector, while another tion, explosions, corrosive gases, their physical volume is adapted to SMEs. For important factor is represented by expensive electromagnetic interference, the collapse companies that opt for an “in house” variation, it ‘down time’, in terms of possible losses, diof construction, unauthorised access, theft is possible to secure a complete infrastructure and vandalism, noise pollution etc. These rect – through unrealised transactions – and solution within a single product - a secure room. modular rooms, composed of panels that can indirect – through user dissatisfaction and This is not just an issue of “data storage”, be assembled and disassembled as required, endangering the reputation of the institution. rather also providing adequate exploitation concan be incorporated into an existing building, projected during construction or constructed • What is the target group of your innovaditions and maximum protection of IT systems as a standalone facility within a corporate (hardware) and data in the case of incidents that tive solutions? complex. Their task is to preserve the contents could lead to the destruction of equipment and - Secure rooms represent solutions that are of the room – IT infrastructure, the data (fire, flood, theft). Alongside the most valuable part of which comprises high level of data protection provided, Enel PS has so far implemented a large data - in a variety of adverse situations. the advantages of these solutions are number of secure rooms... at the National also reflected in their ease of adaptaBank of Serbia, EPS Kragujevac, EPS • What are the basic functions of tion to individual needs and business secure rooms and how are they im- Belgrade, Orion Telekom, UniCredit Bank, conditions. This is the main reason why they are increasingly being chosen by plemented? the Tax Administration etc companies, for whom the security of - The use of prefabricated elements their data centre is a top priority. greatly simplifies the design and conEnel PS has so far implemented a large equally adaptable to the requirements and struction process, as well as shortening number of secure rooms. The companies and needs of small and large businesses. Reliable implementation time, while simultaneously institutions where these projects have been data centre infrastructure can even be achieved reducing risk. Such structures are assembled implemented include: The National Bank over an area of one square metre. For the needs very quickly, while it is also possible to disasof Serbia, EPS Kragujevac, EPS Belgrade, of companies whose equipment can be housed semble and relocate them elsewhere, while it Orion Telekom and UniCredit Bank, as well in a couple of racks, Enel PS uses products is also possible to complete the installation as the Tax Administration, with an outdoor from the so-called Mini Data Centre segment, around an existing “live IT system”. The largest container solution. ■ which primarily relates to IT safes, which can number of secure rooms are today in the pos-

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MARIJA KUJAČIĆ HEAD OF THE SERBIAN DIRECTORATE FOR E-GOVERNMENT’S SECTION FOR E-GOVERNMENT DEVELOPMENT & STANDARDISATION

The Office For Information Technology And E-Government Is Ready For Faster IT Development Digitalisation is one of priority tasks of the Serbian government, whose goal is to establish a transparent, efficient and economical public administration. The means to achieve this is modern, integral, efficient e-Government, accessible to all

building. The State Data Centre also houses and security standards and centralisation of the hanks to Prime Minister Ana Brnabić equipment for issuing timestamps, and by the state ICTinfrastructure, but will also contribute and her deep commitment to digitaliend of the year equipment for the Central to rationalising the budget of the Republic of sation, the Serbian Government has Electronic Registers System will be installed. Serbia, both in terms of using existing hardware decided to form its own service, as a CERT – the Centre for Information Security and software, and of future investment. central and highest IT authority in the country of State Authorities will also be established The team of developers and other staff - the Office for IT and e-Government, whose here. In the coming year, the equipment of all at the IT and e-Government Office will finally director will report directly to the Prime state authorities will gradually be moved here receive all the support they need - equipment Minister. In this issue we have been talking so that the Office for IT and e-Government and space to develop new, efficient, electronic about it with Marija Kujačić of the Office for will start providing state cloud services – a services for business and the public. IT and e-Government government cloud. After seven years of operations, the The Office for IT and e-Government was e-Government Portal will be redesigned created by merging the Directorate for e-Government and the ICT sector of After seven years of operations, the and given a better user interface that is the Administration for Joint Services e-Government Portal will be redesigned. simpler and more user-friendly. The serof the Republic Bodies, to better deal vices will be grouped more logically and It will have a simpler and more with developing information systems all processes on the Portal will be faster. user-friendly interface and e-government, IT infrastructure, The focus of the Office will be on information security and standardiimproving the Central Registers System, Although the National Data Centre was establishing a Central Population Register and sation, training and international projects. built and designed according to modern Metaregister, and we believe that this year we Another important step in centralising technical and safety standards, making it will lay the foundation for m-Government, so and strengthening the state’s IT capacities operational did not put any financial burden we will scale down from computers to mobile was the establishment of the first state data on the state budget. the existing capacities of phones for our fellow citizens. centre, which houses key information and the TK Centre were simply used: this centre is So, we have done a lot in the past year. The communication infrastructure of the state owned by the Republic of Serbia and contains largest and most important task was to set up authorities essential for the efficient functhe ‘heart and soul’ of Serbian telecommunicahealthy and solid foundations for everything tioning of e-Government and the IT systems that will follow - for the comprehensive proof the public administration. tions and information technologies. More than 40 staff now work in the Moreover, opening the first centre of its cesses of digitalisation of the entire public new premises of the Office in the TK Centre kind will bring not only the highest technical administration that await us in the year ahead. ■

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CYBER SECURITY The term cyber security is often used interchangeably with the term information security. Although there is a substantial overlap between cyber security and information security, these two concepts are not totally analogous. Moreover, cyber security goes beyond the boundaries of traditional information security to include not only the protection of information resources, but also that of other assets, including the person themselves. In information security, reference to the human factor usually relates to the role(s) of humans in the security process. In cyber security this factor has an additional dimension, namely, humans as potential targets of cyber attacks or even unknowing participants in a cyber attack.

INTERVIEW VLADIMIR RADUNOVIĆ DIRECTOR OF E-DIPLOMACY AND CYBERSECURITY PROGRAMMES AT DIPLOFOUNDATION

Impact Of Cyber Security And st Digital Data On The 21 Century

Estimates show that annual losses due to cyber-crime could reach two trillion dollars a year by 2019. At a time when almost all systems are connected to the internet, the range of targets has become very wide, and the collective of attackers global

ere the DiploFoundation’s Vladimir Radunović speaks for the eSerbia publication about the increased vulnerability of modern society, cyber security, data as the ‘oil’ of the 21st century, as well as the steps that the entire society needs to take together. • What is the geopolitical image of cyber security like? - The risks of the internet used to largely impact only on end users, when devices could be infected by a virus and the data destroyed. Small hackers were trying to experiment with systems by busting sites and breaking into businesses. They were later joined by criminals, who recognised potential profit through the collection and sale of data, interception and fraudulent financial transactions etc. The world is today at the stage where countries are “arming themselves” with cyber weapons and investing huge budgets in capacities to propel cyber-attacks. Cyber weapons are based on finding a “gap” or failing in the system that can be manipulated to break into the system remotely in order to steal or change data (for example, for

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espionage purposes or to impact on the results of an election), or to ‘crash’ the computer and the system (for example, shutting down power plants or hospitals) – for political or financial motives. Today, almost all business, state and critical systems in society are digitised and connected to the internet, and their vulnerabilities can be exploited to launch an attack from any point on the planet – with which the range of targets has become very wide, and the collective of possible attackers global. System failures, thus, can lead to extremely serious consequences and financial losses and probably, in the near future, also to loss of life and physical destruction. As the number of failures that states are storing increases, instead of helping to patch them up and make society even safer, there will be ever more such cases and increasingly dramatic consequences, which can ruin confidence in the entire digital society and economy. The main question is why the business sector and the state don’t inform each other when a failure occurs, and whether that is ethical. Negative developments, however, also trigger global debates - including negotiations under the auspices of the UN, OSCE, G7 and other multilateral and multi-factorial fora. Even the private sector has got involved in proposals for global regulation, such as the creation of a Digital Geneva Convention, i.e. an agreement between states on what can and can’t be done in cyberspace. • What is the impact of security on the digital economy? - There is already much talk about the value of the digital economy. Nowadays, however, we have serious tremors in the whole digital

economy and the entire digital society, because people are losing trust due to all the things that happen to them on the internet. The biggest problem is that there is no individual responsibility for any product that can be hacked. Some estimates suggest that cyber-crime cost global business around 400 billion dollars in 2015, and that this figure can be expected to rise to $2 trillion a year by 2019, or $6 trillion by 2021. Politically motivated attacks also lead to huge costs: research from 2013 suggests that a comprehensive cyber-attack on Serbia could lead to direct losses of around 10 million euros a day, with exponential growth if the attack continues, or if there is no effective national response mechanism. For Switzerland, for example, that figure stood at about half a billion euros a day. That bill would certainly be much higher today. A strategic and systemic approach to cyber security is required at all levels – from users, via organisations and companies, to states, regions and the world – nobody can defend themselves in a complex global environment. There are good models of public-private partnership that can be studied and adapted to Serbia.

not about the possibility that someone can find out something about us, but rather everything about us. With a little imagination, we can reach scary scenarios where everything can be misused by compiling a lot of information, especially in light of the fact that there ever more smart devices around us, recording and collecting information – a phenomenon that some call ‘ubervaillance’. • Where is Serbia in all of that? - Understanding of data security and cyber-security is generally

• How important is data in all of this? - The main currency of the digital era is neither the dollar nor Bitcoin, but data – we have long been using ‘free’ services – search engines, social networks, mobile applications – that we pay for with our data. That’s why it’s often said that data represents the oil of the 21st century. The digital devices we use collect our data, which are resold to companies that run analytics like user statistics and the needs of people in the environment. Research from 2013 suggests that a comprehensive From that company, they can build targeted digital cyber-attack on Serbia could lead to direct losses of marketing campaigns. The collection and analysing of “big data” is becoming extremely important for around 10 million euros a day. That bill would certainly businesses of all branches, and there is a ever-growing be much higher today demand for “data scientists”. The development of Artificial Intelligence raises at a low level in Serbia. Our country follows the regulations in the importance of data even further: in order for artificial intelthis area and we also have the Law on Information Security, a ligence to learn to think like humans, it is necessary for it to be strategy, a Computer Emergency Response Team – CERT, and ‘trained’ through data bundles. the State Data Centre. It would be good for the state to consult If we look a step further - that goods production will shift more in the future with the non-governmental and private sectors, increasingly towards robots and 3D printing, and people will be which are constantly improving. The private sector is mostly the engaged increasingly in creative work – we see that intellectual one that applies the laws, and everything is in vain if it does not products will become increasingly important, and will certainly participate in their creation. be stored in the form of digital data. Thus, digital data will beOne excellent development is the establishing of the Office for come an increasingly important “asset” or good of companies IT and eGovernance, which will monitor how the IT sector evolves and institutions, and protection against cyber-attacks and theft and be able to map out the way it should go. I hope the focus will of intellectual property will become the key to doing business. be placed on developing a systemic approach to building national Of course, it is also important here to mention the risks that multidisciplinary competences with cyber-security, via an open these trends carry, primarily for privacy. Although it seems to us public-private partnership, as is done by the European Union. ■ that we have nothing to hide, it is important to realise that this is E-SERBIA, DIGITAL REFORM 2018 | 65

INTERVIEW ĐORĐE KRIVOKAPIĆ SHARE FOUNDATION

Serbia Awaited By GDPR Alignment Serbia is harmonising with the General Data Protection Regulation, the adoption of which has created a unique legal instrument with direct application in all 28 EU member states and further afield

“T

he General Data Protection Regulation (GDPR) is a new legal framework that prescribes the way in which the personal data of EU citizens can be used. The main goal is to affirm, inform and encourage EU citizens regarding the importance of protecting their personal data and changing the way companies access and handle such data by providing greater legal certainty,” says the Share Foundation’s Đorđe Krivokapić. • When does the General Data Protection Regulation come into force in Serbia? - Justice Minister Nela Kuburović announced during the conference on the new legal framework for personal data protection, held on 14th November, that the The working group of the Ministry of Justice has completed its work on the draft Law on Personal Data Protection and that a public debate on this regulation will

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be opened soon. However, interested members of the public have yet to receive the aforementioned draft to inspect. The regulation provides a detailed overview of the rights of citizens and the obligations of organisations monitoring citizens’ behaviour and processing personal data, as well as measures that ensure compliance with rules on the protection of personal data and the implementing of sanctions for violating them. The European Parliament approved and adopted the GDPR in April 2016 and, following the expiry of the essential adaptation period, it will come into force on 25th May 2018. With the adoption of this regulation, a unique legal instrument has been created with direct application in all 28 EU Member States, but also further afield. Apart from the fact that it will be applied to organisations located within the EU, companies located in Serbia will also have to comply with these regulations if they offer goods and services to EU citizens or monitor their behaviour. Regardless of the extraterritorial principle of application, Serbia – as an EU membership candidate country, is awaited by the adoption of the new Law on Personal Data Protection that is harmonised with the GDPR, which is also envisaged by the Action Plan for Chapter 23 in the framework of EU accession negotiations.

This is of crucial significance to the adequate exercising of citizens’ rights, but also the development of domestic companies that use personal data in their operations, given that this is the only way of ensuring legal certainty.

harmonised with the GDPR, in order for domestic companies not to have to adjust their operations to adhere to two different regulatory regimes that would lead to higher costs and legal uncertainty.

• Which procedures and criteria form the basis for the way personal data is processed? - The GDPR prescribes the basic principles of personal data processing: legality, fairness and transparency, deadlines for retaining information, limitations of purpose, accuracy, minimisation or the use of the smallest possible volume of data, integrity and confidentiality. More precisely, these principles prescribe that data may be processed only in accordance with the law and that the people to whom data relates must be informed with regard to processing and its purposes. The data must be accurate and updated as required. They must not be kept longer than necessary (as determined by the purpose of processing) and must be processed in a manner that ensures the adequate security of personal data, including protection against unauthorised or illegal processing and accidental loss, destruction or damage caused by the application of appropriate technical or organisational measures.

• What are the basic rules for applying the regulation to business? - The basic rule for the application of the GDPR, when it comes to the private sector, is that if the organisation deals with the processing of personal data and has a representative office in the European Union it must fully harmonise its operations with regulations, regardless of where it does this and whose data it processes. However, the GDPR additionally extends the field of application beyond the EU in two cases: • If an organisation is engaged in offering goods or services to

• To what extent does the domestic legal framework recognise the GDPR’s standards today? - The current applicable Law on Personal Data Protection was adopted almost ten years ago, and it can be said to have remained in the same form until now. This law doesn’t properly regulate some of the key segments of personal data protection, such as video surveillance, biometrics, security checks and the private security sector. The Ministry of Justice formed a working group in 2013 which, two years The GDPR prescribes the basic principles of personal data later, without cooperation with the interested public, processing: legality, fairness and transparency, deadlines presented a draft of a new law that was of an unsatisfor retaining information, limitations of purpose, factory quality. The Share Foundation, together with 16 accuracy, minimisation or the use of the smallest possible other civil society organisations, sent the Government volume of data, integrity and confidentiality of Serbia an initiative for the urgent adoption of the new Personal Data Protection Act. In the meantime, the Commissioner for Information of Public Importance and EU citizens, regardless of whether that offer is related to payment. Personal Data Protection publicly presented a new Model Law, • If an organisation deals with monitoring the behaviour of EU harmonised with the current standards of relevant European citizens, if their behaviour occurs within the EU. The term “monidocuments, and particularly with the General Regulation on toring” implies whether private individuals are monitored on the the Protection of Personal Data. The working group continued internet, including possible subsequent uses of personal data working on a new draft. Finally, in a statement published on 20th processing techniques that comprise the profiling of private individuals, in particular when it comes to making decisions relatNovember 2017, the Ministry of Justice announced that it would ed to those individuals or for analysing or predicting their persubmit to the Government of Serbia by 24th November the worksonal preferences, behaviour and attitudes. ing text, in order for a Conclusion to be brought on launching a If an organisation from Serbia processes data on EU citipublic debate and creating conditions for the draft to be made zens it will, in many cases, be obliged to appoint a representapublicly available for comments by the interested public. The tive located on the territory of the EU. This can be a special repMinistry adds that it is not late when it comes to harmonising resentative office in one of the EU countries, but also a local lawwith the newly adopted legal framework of the EU, given that yer or responsible person tasked with communicating with the it will only come into force on 25th May 2018. relevant bodies of the EU. ■ It is crucial for Serbia’s private sector that the new law be E-SERBIA, DIGITAL REFORM 2018 | 67

Cisco In The Age Of Digitisation

CISCO

Today’s unprecedented pace of technological change and digitisation is akin to a vortex. Anything that fails to adapt, risks being displaced

• Securing the organisations and data that is a huge social endeavour. With over a milechnology now connects everything will flow as things connect – from people, processes and data, lion students enrolled in over 180 countries • Building on our partner eco-system to to things. We need to rethink how today, NetAcad partners closely with 22,000 provide the IoT, Cloud and analytics platforms to approach digitisation in order to educators at over 9,600 schools, colleges and to derive value from the data and connections maximise its value both today and in tomoruniversities to develop and deliver a curriculum • Partnering with countries and businesses that gives students the digital, problem-solving row’s digital world. The Internet of Things to build the technology skills and engines to and entrepreneurial skills they need to gain (IoT), Cloud, Machine Learning, virtual reality, drive global economic growth. employment, earn promotion or start their analytics and Artificial Intelligence are just a own business. Our students do more than gain few of the ‘new’ technologies that are behind SOCIAL IMPACT technical mastery, they come away prepared digitisation. While a digital evolution is transforming to drive innovation and help companies meet As our world becomes increasingly conthe way the world operates, we have also the challenges of digital transformation. Some nected, leaders understand the need to think reached an inflection point. Government and 70% of those who complete advanced courses differently. Leaders understand the huge business leaders recognise the tremendous obtain new or better jobs, take on increased potential that digitisation offers and the economic benefits held by digitisation. It is responsibility, or earn higher salaries. While positive changes it will bring. Yet many are an opportunity to address GDP growth and NetAcad courses help students learn key unsure of how to start the process. We at technology skills, they also focus on Cisco are committed to partnering creating a new generation of global with governments, businesses and local Cisco NetAcad was established in problem solvers who innovate as techcommunities to realise the benefits of Serbia in 2002. Over these 15 years, the the digitisation journey. nologists, think as entrepreneurs and act as social change agents. number of active academies has grown TO FLOURISH IN THE AGE to 31 nationwide, with more than 6,500 OF DIGITISATION, WE BELIEVE: NETWORKING ACADEMY IN SERBIA students having completed courses • The network is the foundation for Cisco NetAcad was established in digital transformation Serbia in 2002. Over these 15 years, the job creation; it drives efficiencies, competi• Data becomes the most strategic asset of number of active academies has grown to 31 any company or country. The ability to secure nationwide, with more than 6,500 students tiveness and innovation on the local, regional data, act on it and deliver data-based services having completed courses. and global stages. will determine success “With the rise and importance of ICT • It’s imperative that investments are made skills globally, we see significant growth in the 20 YEARS OF CISCO in skills and talent globally, in order to deliver on number of Cisco NetAcad students in Serbia NETWORKING ACADEMY the unprecedented opportunities ahead of us. every year. As a foundation for the country’s Cisco set up its Networking Academy in Cisco has an important role to play by: growth and development, education is key 1997 as its largest Corporate Social Respon• Connecting the billions of people, things pillar. Cisco programs have been recognised sibility initiative and it has since become the and platforms that will come online as important enablers for future careers and world’s largest technology classroom. As a • Providing the foundation for digitisation job market needs in the era of digitisation’’ – free education programme that has helped 7.8 with a digital ready network says Ana Tolimir, Cisco Serbia Country Lead. ■ million students since its inception, NetAcad

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ZVONKO OBRADOVIĆ DIRECTOR OF THE SERBIAN BUSINESS REGISTERS AGENCY

Progress On The Doing Business List Thanks To Simplified Company Registration Serbian Business Register’s Agency (SBRA) was among the first state institutions to start introducing e-services for the economy. Last year also saw the introduction of electronic payments for the registration of financial reports, while new benefits will be provided in 2018

he latest Doing Business report, for 2018, announced significant improvements in Serbia’s business climate and conditions for doing business. Serbia occupied 32nd place according to the ‘Starting a Business’ indicator and 10th according to the indicator for “Dealing with Building Permits”. This result was achieved on the basis of improvements in business regulations and raising the efficiency of registering businesses at the SBRA.

SBRA. This is an information system for submitting applications, issuing e-permits and monitoring of individual cases and attached documentation. In 2017 a total of 89,000 requests were received, representing a 40 per cent increase over 2016. • The SBRA belongs to the most efficient state institutions, and you were among the first to start introducing e-services for businessmen. Is the economy ready for e-services? - The SBRA was among the first in the country when it comes to introducing e-services. For

- More than 40 million pieces of data were downloaded via the SBRA web service in the first half of 2017, the automatic registration of legal entities with CRCSI (CROSO), PDIF (PIO) and NHIF (RZZO) has been enables, while the collection of data from the NBS abolished the need for representatives of businesses to come to the counter and enter details of business data into the register. The aim is to raise the level of efficiency of state bodies and eliminate unnecessary administrative procedures for citizens.

• What has the SBRA done specifically to improve Serbia’s position in the area of es• What are the plans like for next year? tablishing businesses? - Since the start of the year, electronic - Serbia made a leap of 15 places, registration for the establishment of thanks to the easing of the process The procedure for establishing a business entrepreneurs has been introduced, of registering a business at the SBRA. in Serbia is completed in a day, while only without the need to visit a counter at This procedure can be completed in 5.5 days are needed to launch operations the SBRA or send requests and documentation by post, with the possibility one day, while fully launching operations, with all the other steps and proof paying registration fees online. cedures, takes only 5.5 days, which is below Then, via the ePlatforms of the Regional years, all 160,000 taxpayers have submitted average for the economies of the OECD. Business Register Portal, businesspeople will financial reports in electronic form, and as of be able to order services from official registers this year we have also introduced electronic • What role does the SBRA have in reformof the Macedonian Central Registry and SBRA, payments for registering financial reports ing construction permit issuance? with information that relates to registered using all types of commercial payment cards - Thanks to the conducting of reforms in the businesses and financial reports, with useful and e-banking. field of issuing building permits, e-permits micro and macro analyses and reports. The are now issued in Serbia in seven days. project, which was supported financially by • There is no eGovernment without electronic registers that ensure the linking of In cases of the unified procedure, all claims the EBRD, aims to boost the business climate state organs and data exchange, which simare filed solely electronically, via the Central in the region and stimulate cross-border ecoplifies procedures. What kinds of easing nomic activity and cooperation, so the other Register of Unified Procedures, the functioning of which is the responsibility of the have been brought by networking? registries of the region are expected to join. ■ E-SERBIA, DIGITAL REFORM 2018 | 69

DELL EMC

Is Digital Transformation On Your List Of New Year’s Resolutions? Each January sees many of us compile a list of New Year’s resolutions, noting things we want to accomplish during the year – either personally or professionally. Sometimes these goals will require us seeking a little outside help – maybe hiring a personal trainer or joining a class to learn a new skill

usinesses should also undertake this exercise of forming resolutions, referred to by all of us in the corporate world as annual or strategic plans. For 2018, that list should definitely include digital transformation – and how digital can create new business models and drive new revenue streams. No matter what your digital transformation resolution is, or whether you’re an expert or just starting your first digital project, we partner with you to create a roadmap for success. Dell is recognised by several leading industry analyst firms as a leader in digital business services. Most recently, Dell Services was positioned as a Leader in the Digital Focus market segment in the NelsonHall Digital Transformation Services NEAT evaluation. As a Leader in the NEAT evaluation, Dell is recognised as a vendor that exhibits a high ability to deliver immediate benefit and a high capability to meet client future requirements relative to its peers. The scoring of the vendors is based on a combination of analyst assessment and feedback from client interviews. The report

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includes two customer examples: ■ A U.S. University is working with Dell to use real-time analytics to improve student retention by creating an Academic Risk Score to measure student engagement and improve student communication through automated alerts sent via a mobile app. Through this approach, the University believes that it can positively influence mainstream students, whose needs are for further mentoring and follow-up. ■ A U.S. Museum engaged Dell to lead two efforts: a business transformation programme focused on business process improvement and operations improvement, and a digital strategy programme. Dell identified more than 45 improvement opportunities across selected business sectors and 50 digital-use cases. You can read more details on these customers in the case studies in the NelsonHall report. These are just two examples of the industry-specific services and solutions Dell Digital Business Services offers customers in healthcare, banking, insurance, retail, manufacturing and education.

Dell Digital Business Services’ business first-approach helps customers determine the digital technologies needed to address their own business priorities effectively. These digital technologies could include Analytics, eCommerce, CRM, Social, Cloud, Mobility or IoT. Many companies have asked in the past how they can get started with their digital transformation journeys and were recommend to consider the following questions: ■ How is digital being used across my industry today? How can digital disrupt my industry? ■ What are the new business models and new ways of doing business that I can create through digital? ■ How can I engage better with customers and employees? How can I use digital to enhance operational efficiency? ■ What changes need to be made to my business processes and organisation to adopt digital? ■ What return on investment (ROI) could digital deliver to my organisation? ■ What digital initiatives are best suited for my organisation in light of our current priorities? Even if you already have a digital transformation plan, now is a good time to take another look at it, because as times change, so does your business model, especially in the Digital Age. A digital transformation is not something that can be done once and never looked at again. Like many of the goals we set for ourselves personally, it is something that needs to be monitored on an ongoing basis, to ensure it is achieving the desired objectives. Importantly, remember it’s never too late to start. To learn more about Dell Digital Business Services, visit our homepage, or follow us on Twitter. ■

e-GOVERNMENT

Electronic governance (e-government) is government use of information and communication technologies, particularly web-based applications, to support responsive and cost-effective government by facilitating administrative and managerial functions, providing citizens and stakeholders with convenient access to government information and services, facilitating interaction and transactions with stakeholders, and providing better opportunities to participate in democratic institutions and processes. E-government, or electronic governance, can also be defined as government use of IT to exchange information and services with citizens, businesses and other state agencies. Government’s foremost job is to focus on safeguarding the nation/local communities and providing services to society, as custodian of the assets of the nation/state.

INTERVIEW TATJANA MATIĆ STATE SECRETARY OF THE MINISTRY OF TRADE, TOURISM AND TELECOMMUNICATIONS

Broadband Internet Promotes GDP Growth And Employment Increasing use of broadband internet, which allows high-speed data transfer rates, by just 10 per cent impacts on the growth of GDP by up to 1.5%. And it is also known that GDP and employment grow in parallel

ccording to the Infrastructure Readiness Index, Serbia is ranked 75th among 139 countries on the list of the World Economic Forum. The development of networks and services impacts significantly on the growth of business and generates highly stable economic development, which is why this is one of the most important topics in the work of our ministry.

• Infrastructure is the starting point for the fast development of the IT sector. What kind of infrastructure applicable to this area does our country possess; where do we stand in relation to the region and Europe, and what are the priority steps towards improving the current situation?

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- With the aim of encouraging the development of access to broadband, we devised the Strategy for the development of new networks, are preparing the Law on Broadband and soon expect to adopt the new Electronic Communications Law, which will contribute improving networks and the telecommunications market. With the aim of developing a national broadband network, we have compiled maps, promoted wireless networks and are encouraging funds for rural development. A Strategic Partnership Agreement on the development of a national broadband network has been signed between the Government of Serbia and Huawei. We have also launched the project “Development of ICT infrastructure in the institutions

of education, science and culture”, in cooperation with the Ministry of Education, Science and Technological Development.

in all major cities. This campaign promotes the benefits of IT, but also highlights the dangers present on the internet.

• To what extent do budget constraints impact on the development of IT and its growth nationwide across Serbia? - More investment is needed, particularly in infrastructure, industry and human resources capacities. Total investments in the electronic communications sector last year amounted to 32.3 billion dinars, which is 4.9% less than in the previous year. It is estimated that there is a shortfall of around 15,000 workers in the IT sector, while in contrast only 1,500 to 2,000 professionals are being educated at colleges annually. A major shift was achieved with the introduction of informatics as a compulsory subject in primary schools. This ensures long-term increases in digital competences among new generations. However, there is no doubt that additional investments are needed in the modernisation of all levels of education. The digital direction is also clearly defined politically. The previous and current compositions of the Government of Serbia strategically opted for the utilisation of ICT with the aim of accelerating economic and social progress. Likewise, the economy, thanks to foreign investors but also our experts, keeps pace with the global digital progress – developing and applying innovative solutions in industry and business generally.

• The higher representation of women in ICT is a global topic. Your ministry is implementing various gender equality programmes in this sector. In which ways do you support women persevering and thriving in the ICT sector? - The Ministry of Trade, Tourism and Telecommunications has allocated funds for nine re-training projects for women in ICT, more precisely for 220 future computer programmers. This programme was launched in accordance with the Strategy for the Development of the IT Industry, where staffing shortfalls

• You approach the safety of children on the internet very seriously. What are you doing on this issue and which projects are conducted? - Security is the basis for successful digitisation and, A major shift was achieved with the introduction among other things, also for the wide application of of informatics as a compulsory subject in primary new services in the economy and administration. When schools. This ensures long-term increases in digital it comes to children, ensuring their protection on the internet is a priority. They apply new technologies competences among new generations. However, there from their earliest childhood, but don’t have enough is no doubt that additional investments are needed in life experience to recognise the hazards and real the modernisation of all levels of education consequences of behaviour on the internet. In order to provide an institutional response to this issue, the Ministry devised the Regulation for the have been identified as a major problem. The strategy’s goal Safety of Children on the Internet, which formed the basis is to empower women in economic and social terms, and to for establishing the National Contact Centre. In eight promote their greater representation in a sector that offers months of work, this unique advisory and educational hub numerous opportunities for rapid professional progress. for reports received more than 3,500 calls and 750 formed These projects have generated enormous interest, so a and processed cases. new cycle of retraining programmes is planned for next year, We also raised the Pametno i bezbedno (Smart and Safe) which will involve more trainees. digital platform, while our Centre’s educators, in addition to Moreover, the Ministry also commemorates ‘Girls in ICT online presentations, have begun holding lectures in schools. Day’ every year, which is celebrated in UN member countries They have so far visited more than 30 institutions in Serbia and every fourth Thursday in April. The aim of this activity is to bring held lectures for about 3,000 pupils and 800 parents. In the young and teenage girls closer to the field of IT, where women past two years we have carried out the IT caravan campaign are not sufficiently professionally represented at present. ■ E-SERBIA, DIGITAL REFORM 2018 | 73

INTERVIEW JELENA BOJOVIĆ POLICY DIRECTOR, NALED

Abolishing Stamps Leads To Economic Growth Fostering eGovernment development, NALED has initiated a systematic approach with strong coordination of all stakeholders - the state, businesses and the civil sector - in implementing reforms in this area. Global experiences show that eGovernment can save up to two per cent of a country’s GDP – in Serbia, this amounts to around €600 million a year

ALED’s aim for 2018 is to finalise the work on initiated reforms, focusing on elimination of company stamps/seals, promotion of e-invoices and other electronic documents, introduction of a new system for registering seasonal workers, cadastral reform, development of electronic payments and e-archiving, as well as introduction of electronic property tax registration and electronic issuing of administrative decisions, says Jelena Bojović, Policy Director at NALED.

• NALED is doing a lot to improve business procedures and enable incentives for the work of businesses. Which projects you are engaged in will help establish a more efficient public administration? - When we consider the estimates that annual administrative costs for our businesses exceed a billion euros, this suggests that introduction and greater use of electronic services would halve the costs of businesses for obtaining and submitting paper documents, their stamping and signing and document storage. We are working on the final abolition of company stamps, which continue to exist in 70 by-laws, even though the 2011 Company Law stipulates their elimination.Through engagement in the Government’s working group, we are working on promoting the use of e-invoices, where legal basis already exists but paper invoices remain dominant nevertheless. Through amendments to the Law on Republic Administrative Fees, we have enabled citizens and businesses to access their in-

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formation in institutions’ databases free of charge when viewed electronically, while also enabling a practice where payments for electronic procedures are made only upon issuing the requested documents. We are part of the working group tasked with drafting the Law on Cadastral Registration, which should shorten this complicated procedure to only three days by enabling a notary to carry out the registration on citizens’ behalf via electronic communication with the cadastre. Further on, the cadastre would engage in electronic communication with tax authorities to complete tasks related to registering property taxes and transferring absolute ownership rights. All listed activities are part of the Action Plan for the development of eGovernment, designed in cooperation with the Government of Serbia, with significant support to its development and implementation being provided by NALED’s eGovernment Alliance, which brings together 38 companies and local governments. • In your opinion, what is real eGovernment and how much will its introduction at all levels of government contribute to the efficient work of the state? - We can see what the eGovernment represents, and how important it is, based on the example of businesses which seek to digitise its operations as soon as possible. The public administration should follow this example and use its resources in an efficient way to speed up procedures and render them cheaper and more accessible to

the entire population. An illustrious example of state administration hindering the economy is the obligation of storing all business documents in paper form. Observing only medium-sized banks in Serbia, each of them annually generates as many as 11 million paper documents that need to be archived, a retail chain spends €150,000 a year on printing and storing documents, while the state institutions’ shelves could be measured in tens of kilometres. • NALED has established several working groups that work together with businesses and the state to improve the eGovernment. What is the role and activities of these working groups? - A major important step we have seen is the establishment of the Coordination Council for eGovernment, which was formed in November 2017 by the Government of Serbia based on our initiative, precisely due to the need to coordinate a large number of institutions. In parallel, a number of Government’s working groups have been formed for specific areas of expertise, such as the working group for cadastral reform and the working group for business stamps and e-invoicing, and we are also part of the working groups for amending regulations that relate to eGovernment development. Thanks to the joint initiative of NALED member companies and the Government, in mid-December 2017 the Ministry of Finance and the Ministry of Trade issued an Explanation regarding the issuing and accounting based on electronic invoices. A key clarification refers to the fact that it is not obligatory to print an invoice originally generated in electronic form, nor stamp a printed document in order to make it valid, i.e. an electronic invoice was confirmed to be valid in electronic form, without a signature and stamp, with no need to be printed and sent by post.

ernment sufficiently recognised in Serbia? - We cannot be fully satisfied, as there has been no significant progress in launching services that are often used by citizens and businesses. A project like “Baby, Welcome to the World” is an example of a good service, but it is not intended for everyone. Only when we have established e-services that citizens and businesses can use on an almost daily basis will we have greater awareness of eGovernment’s usefulness. When it comes to e-permits, we see this on the example of local government officials. After just one year, they have successfully adapted to work with electronic documents and now they cannot even imagine returning to the old system. That is the revolution we have carried out. • The years 2017 and 2018 have been declared as years of countering shadow economy. What is the impact of eGovernment and electronic payments in reducing the shadow economy? - Electronic services simplify the navigation through administrative

• You played a major role in introducing electronic construction permitting. How specifically did you help this system come to life? We are working on the final abolition of company stamps, - NALED was involved in this reform from the start, or spewhich continue to exist in 70 by-laws, even though the cifically, from the point of drafting the Law on Planning and 2011 Company Law stipulated their elimination Construction, which envisaged the introduction of electronic construction permits. Further on, with the support of German Development Cooperation, we ensured a €400,000 procedures, and our research shows that as many as 33%of busigrant from the governments of Germany and Switzerland to develop nesspeople consider complicated procedures with state institutions the e-permitting software, and upon developing the software we subto be the main cause of shadow economy. Moreover, eGovernment mitted it to the Government of Serbia. We have organized trainings for will be very important for improving the efficiency of inspections. more than 3,000 employees in local governments, national and local The development and application of eInspector software will play public enterprises and other users of the system. Together with USa major role, networking all inspection bodies by mid-2019 and enAID’s Business Enabling Project, we also formed a call centre that has abling them to exchange data, thus planning and coordinating their responded to more than 15,000 inquiries related to the e-permitting activities more efficiently. On the micro plan, fiscalisation is one of system. The result is obvious: a procedure that is 2.5 times shorter and the areas where electronic data exchange could make a major difcosts half the price, with more than 92% of requests successfully reference, where improvement of fiscal cash register system could solved, resulting in Serbia’s progress from 186th to 10th position on the help the Tax Administration be more efficient in controlling more World Bank’s Doing Business report in this category in just three years. than 120,000 taxpayers with just 500 inspectors. A well-developed eGovernment can also be important for countering unregistered em• Electronic construction permits had a major impact on Serbia’s ployment, perceived as the most common form of shadow econoranking in the Doing Business Report, where we reached 43rd place on the list. Is the significance of introducing and utilising eGovmy, as indicated by as many as 43% of businesses. ■ E-SERBIA, DIGITAL REFORM 2018 | 75

BOGDAN LABAN MAYOR OF SUBOTICA

Digitisation Pioneers Subotica took the initial steps towards digitising the work of city services three decades ago, and those was the first such steps in Serbia. Today this city in the north of Vojvodina has e-Services solutions for various situations faced by citizens and the economy

of the City Administration, a call-in system was set up in 2004, in order to ease access for applicants when it comes to exercising their rights and obligations. The “Contact Centre 024” was established in the second half of 2011, with the aim of establishing better communication between city authorities and citizens, in order to help ensure problems can be solved in the most efficient way. By using the services of the “Contact Centre 024”, citizens are identified, but their data Subotica was the first city in Serbia, remains confidential. Citizens can • To what extent has digitisation submit questions and report probin 2002, to set up an application for a and the introduction of e-Governlems related to all areas within the ment improved the efficiency of virtual registrar competence of local self-government. your city services? Communication is achieved via tel- Subotica was the first city in the ephone calls, SMS, websites, Twitter, email Self-Government introduced the Unified Republic of Serbia, already in 1989, to address and personally, on the premises of Voters Register in 2012. replace manual entries of received items the City Administration’s service centre. Subotica was also the first in Serbia, in with automatic data processing, and that In the operations of the City Admin2002, to set up an application for a virtual was the first form of digitisation in the istration of the City of Subotica other registrar. For the needs of the Service Cenwork of city services. This digitisation applicable software is also used for, among tre, which operates within the framework enabled faster and more efficient work, ubotica’s local self-government applies an information system that enables e-Government to also function in the languages of national minorities, ensuring these possibilities are accessible to everyone. The benefits of new technological trends are utilised the most by builders, which is why Subotica last year walked away with a special recognition for achieving the best results in the issuance of e-permits.

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i.e. recording and searching items, both for the needs of applicants, on the one hand, and for the needs of the bodies of the City and the City Administration, on the other. The General Voter Register of Subotica was established in 1994, while the city website was established in 1997. The application of the General Voter Register remained in place until the instant the Ministry of State Administration and Local

on the office operations of state administraexchange through the e-ZUP application other things, budgetary operations, proption bodies and the Law on Cultural Goods, and the plan to include official bodies as erty inventory, the bidding and leasing of the microfilming of archives would be an users of this service on the e-Government agricultural land, applications in the field investment that would primarily result in Portal – brought the necessary authorisaof veterans’ and invalidity protection and savings in the budget of the City of Subotica. tions for officials – system administrators in the area of social care for children. On the other hand, the advantages – as well as authorisations for officials. The work of the City Administration offered by microfilming are multifaceted On the basis of authorisation, these and bodies of the City of Subotica is also and reflected in improving working condiofficials can obtain data from official recharacterised by respect for the rights of tions in the archive, faster and more accords of other bodies that are necessary national minorities, both in direct commucurate information, easier distribution of for decision-making in administrative nication with applicants and in the adoption information, simple access to all archived procedures within their jurisdiction, as of all acts, given that, in accordance with items, as well as improving the efficiency of well as accessing and submitting data the Statute of the City, there is equal use operations and the operationality of work. from official records available to the City of the Serbian, Hungarian and Croatian Microfilming also represents an important Administration to other bodies, upon their languages and scripts. Thanks to the Government of Serbia, as well as the set of laws adopted that encourage the development and improvement of the work of the state administration, and in particular the adoption of the new Act on General Administrative Procedure (ZUP) and the development of e-Government, the Ministry of Public Administration and Local SelfGovernment enabled the exchange of the most frequently used sets of data through the e-ZUP Information System, with the aim of improving and simplifying exchanging of data from official records ex officio. This creates significant time savresource for security, given that one ings for applicants, while applicants The microfilming of city administration of the goals is to ensure important are also exempted from paying nadocuments are protected against tional and local administrative fees, archives would be an investment that loss and damage. while the administration becomes would primarily result in savings in the a service working in the service of budget of the City of Subotica • Which electronic services are citizens, because “good governance” most often used by Subotica’s citis counted among the fundamental izens and entrepreneurs? request, for the purposes of implementing human rights of the European Union and - The most commonly used is the Central administrative procedures under their represents one of the main goals of reforms Information System’s unified procedure for isjurisdiction, with which Subotica became that are currently being implemented. suing building permits, which was established involved in e-ZUP’s operational processes. in January 2016, within the Secretariat for • With the help of e-ZUP, City AdministraConstruction of Subotica, and in accordance • In which sectors do you see the greattion staff can gain access in seconds to with the Law on Planning and Construction. est room to introduce elements of digitiall necessary documents on citizens. This The City of Subotica is the recipient sation in the future organisation of the saves a lot of time and procedures, both of a special award for the best results in City Administration? for citizens and civil servants. issuing electronic permits among the city - The greatest need for the introduction of - The City Administration of Subotica is – administrations of Serbia in 2016, which elements of digitisation in the near future in accordance with the Regulation on the was awarded by the National Alliance for is in the archives of the City Administration. Acquisition and Transfer of Factual Data Local Economic Development (NALED). Due to the large number of cases, the on the Official Records and Instructions for Other electronic services that are also constant need to expand archive space, Completing Application Forms for Access used include the “Contact Centre 024”, archiving costs and the mandatory legal to Official Records (ZPSE) for local self“Ask the Mayor” and “Baby, Welcome to deadline of 30 years for maintaining records, government units, and with regard to the the World”. ■ as envisaged by the Guidelines and Regulation start of the application of electronic data E-SERBIA, DIGITAL REFORM 2018 | 77

VIDOJE PETROVIĆ MAYOR OF LOZNICA

First In Serbia To Update Address Register Loznica is not reducing the pace that brought it the title of the fastest growing local self-government in the provision of eServices. The City, which previously gained recognition at the first eGovernment Olympics, has also secured a leading position in the implementation of the eZup system, implemented the pilot project for the address register etc

ur ambition is to take a leading role in this sector in Serbia in the period ahead, says Mayor Vidoje Petrović.

to in Article 12, Paragraph 4 of the Regulation on the acquisition and transfer of data and the facts that provided the basis for keeping official records. This relates to 2,500 electronic transactions. We are also very proud of the award for the best e-government, which we previously received from the Ministry of Public Administration and Local Self-Government and the Directorate for e-Government.

the service all in one place. It is good that the Portal is keeping pace with the trends and needs of citizens.

• Which areas will be in the focus of digiti• Loznica is one of Serbia’s most successful local self-governments in the field of eGosation in Loznica in the period ahead? What are the key challenges awaiting you? vernment. How did the development of e- By starting from the desire to increase the services evolve in your city and how many efficiency of the work of the City Council, we of them do you offer today? What’s new in achieve savings and enable a larger number this domain? of users to search for information simulta• How do you evaluate progress in the field - Loznica was one of the first cities in Serof payment methods for services on the bia, back in 2010, to update the work of the neously, while two years ago we practically eGovernment internet portal, with introduced the first level of digital 24 services from our jurisdiction. We delivery of all materials that follow We currently provide citizens and the currently provide citizens and the the decision making of this body. The economy with 31 services, and in the economy with 31 services, and in the first results of the process were seen following period we have genuine ambiin a short period, with better quality following period we have genuine tions to assume the leading role in this ambitions to assume the leading role in discussion, a faster decision-making process and significant monetary sphere in Serbia. During last year’s visit this sphere in Serbia savings. This is the best promotion of Prime Minister Ana Brnabić Loznica of our efficiency, so now the need for was assessed as an excellent example similar digitisation of the local assembly of good practise, and that’s precisely why we eGovernment portal, the possibility of using is imposing itself. This is a slightly more were entrusted with the implementation of payment cards, expected eBanking etc.? Do demanding job. However, starting from the the pilot project “Address Register of Towns you think the services that can now be fully example of the City Council, I believe we will and Municipalities”, which we have completed implemented online will become even more soon also be able to boast of our achievesuccessfully. accessible/affordable? By introducing the eZup information - By introducing the possibility of paying with ments in this innovation. The actually flow system, Loznica became the number one cards on the eGovernment portal, cities and of sessions will be shorter in relative terms, city in terms of the number of electronic institutions, including our city, will move even with all records, transcripts and decisions transactions in data exchange procedures closer to citizens. They will now be able to necessary for processing becoming more available in the form of assemblage referred file requests, obtain documents and pay for comprehensive. ■

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RATKO STEVANOVIĆ MAYOR OF JAGODINA

Development Of eServices For An Even Better Business Environment The local self-government is continuing at full capacity to improve business conditions constantly, in order to justify its status as one of the most desirable investment destinations, and the development of eServices will further simplify communication between businesses and the city in the period ahead

• How has the development of eGovahead to provide even better condihe City of Jagodina has experienced rapid economic and ernment progressed in Jagodina so far? tions for the economy, enabling easier infrastructure development - The virtual registrar has been functionand faster cooperation with the City? over the past decade, as eviing in Jagodina since 2011 and more than - Jagodina has created the best possible denced by the fact that since 2004 10,000 requests have been realised conditions for investors in the city’s it has been ranked first in terms of in this way. The registries of the City industrial zones over the past ten years. constructed residential and business of Jagodina have been in electronic Testifying to this is the fact that several space per capita. Alongside giants that form since 2002 and were made from foreign investors have built factories employ several hundred workers each, local applications. A new period in the in our city, with the intention of also a large number of SMEs also operate in provision of electronic services defibuilding new ones, for which interest nitely began with the establishing of Jagodina. The creation of a positive busialready exists. ness environment will continue to be the the central system for the territory of Interest in investments is based on priority of the local self-government in the Republic of Serbia in 2016. the fact that the City of Jagodina has the period ahead, according to created optimal conditions in Mayor Stevanović. terms of the equipping of locaJagodina has in recent years A new period in the provision of electronic tions – complete infrastructure proved particularly interesting to has been installed and benefits services definitely began with the investors from Italy. Companies establishing of the central system for the provided, as well as conditions with manufacturing operations territory of the Republic of Serbia in 2016 in the form of obtaining permits, here include Andrea Confezioni, which reduces the costs to poAunde, Mobil Turi and Vibac, tential investors. while there are announcements of • Jagodina has positioned itself as The City of Jagodina is continuing to new investments on the way. Jagodina one of the most sought-after locawork at full capacity on the creation of gladly welcomes both foreign and tions for investment in Serbia, as cona good economic environment, as well domestic investors, both new ones firmed by new projects that are being as on the introduction of eServices, and existing investors who want to implemented by several major foreign in order to enable easier and faster expand their operations and hire new companies. Do you plan to use the decooperation between businesses and employees. velopment of eServices in the period the local self-government. ■ E-SERBIA, DIGITAL REFORM 2018 | 79

MIROSLAV JOKIĆ HEAD OF THE CITY ADMINISTRATION FOR GENERAL AND JOINT AFFAIRS, SREMSKA MITROVICA

A Mobile Application Will Provide Better Communication With Institutions Sremska Mitrovica has been carefully defending the title of one of the best local self-governments in the field of e-Governance for years. The city administrators were diligent, so today there are dozens of services available for both citizens and businesses

here are almost 80,000 residents living within the territory of this city today. Many of them are dealing with activities such as obtaining personal documents, enrolling their children in kindergarten, making changes in the electoral lists or registering certain municipal issues without visiting any counters.

during the coming period will be to bring e-services even closer to our citizens through various activities. • Numerous services for citizens and businesses guarantee that various tasks will be completed in a simpler and more affordable manner. What e-services are currently available to businesspeople within the territory of Sremska Mitrovica? Do you have any assessments of the savings made to date through the use of such services? - Businesses are the driving force for the development of any local self-government.

- Certificate of having settled tax obligations, - Request for issuing approvals and taxi documents for engaging in the transport of passengers by taxi, - Tax return for determining the amount of property tax, - Request for the account transfer of funds, - Application for determining the local municipal fee for posting the company sign on business premises, - Request for the postponement of payments for tax debts in instalments.

• Sremska Mitrovica is one of Serbia’s leading cities regarding its results in the field of e-Government, which led to a number of awards. How many electronic services in total did the local self-government provide to date on the national Portal? - The City of Sremska Mitrovica is The citizens of Sremska Mitrovica use the recipient of the award for the fastest growing e-Municipality in e-Services four times more today than the Republic of Serbia. At this mowhen the services were started ment we have 49 active e-services. • To what extent do the citizens of Mitrovica today actually use electronic services, compared to “classical” ones? - There is a growing trend of e-service use among citizens year on year. Compared to the first year of e-service use, this number has by now increased four times! Our task

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This is why we are investing particular efforts to facilitate and simplify communication between businesspeople and city services. At this moment, businesses have access to the following services: - Request for information of public importance,

• What are the future steps towards improving electronic services in the city? - The city of Sremska Mitrovica is among the few local self-governments with available e-services, such as Baby, welcome to the world, my case, e-kindergarten. During the coming period we wish to focus on the development of an android application that will provide our citizens with simple communication with all institutions within the territory of the city of Sremska Mitrovica. ■

DR SLOBODAN MILENKOVIĆ MAYOR OF VRANJE

We are Developing A New City Portal Within the Exchange 3 programme, the City of Vranje is one of the first local governments in southern Serbia to implement e-Government with the support of the SCTM City of Vranje, which will follow the latest technological trends. The project GIS Vranje – in the function he project “E - uprava.vranje.rs – reachof sustainable development, was co-financed ing standards of an information sociand implemented by the City of Vranje in a ety”, was implemented together with cooperation with European PROGRES, with the Greek municipality of Trikala, funds from the European Union, the Swiss Greece’s first digital city. The additional value Government and the Government of the of this project, aside from suitable hardware Republic of Serbia. The project was carried and software purchases, was a study visit to out in 2015-2016, with the primary aim of deTrikala, where employees of the Vranje City veloping technologies intended for managing Administration could directly see the funcgeospatial data, in the official use of the City tioning of an e-Government system through Administration. GIS Vranje is an interactive the unique mentoring in Trikala municipality. portal about planning and effective use of Hardware strengthening of the the area of the City of Vranje. City Administration within this project The new GIS platform is extremely included: three servers purchased, one important for the City Administration’s E-services available to our citizens central and five Hotspot clients set in functioning, since all of the spatial data and the city’s economy are: ‘My Tax’, the city core, with an aim of providing render its work transparent with the ‘The Virtual Register’, ‘Report free internet access to our citizens. various information it includes, as well In order to have better access as perspective planned layers: Corruption’, ‘WEB GIS’, ‘Safe Vranje’, to the City Administration’s online - Service zones, the location of ‘Ask a Question’, ‘City Ombudsman’ services, we procured and installed important objects – including inforand ‘Communal Problem’ 15 internet kiosks, arranged in easily mation on the cultural heritage of the accessible and popular areas of the City of Vranje with important objects; City of Vranje, while 13 of them were - Managing the city’s property with installed in surrounding rural areas. governments rights. Reaching the standards building land assessment; Regarding the software upgrading, DMS of an information society is a development - Existing infrastructure; (Document Management System) was degoal of the Serbian Government and achieving - Plans in the process of elaboration; veloped within the project, with a phased that goal also implies the full involvement and - Valid planning documentation; implementation plan. cooperation of local government units. It is possible to expand the existing data The implemented project was one of the E-services available to our citizens and model through integration with other similar main preconditions for further strengthening the city’s economy are: ‘My Tax’, ‘The Virtual databases. the IT capacities of the City Administration. Register’, ‘Report Corruption’, ‘WEB GIS’, ‘Safe The implementation of GIS is going in the Considering that the e-Government project Vranje’, ‘Ask a Question’, ‘City Ombudsman’ right direction and entirely follows the INSPIRE was implemented within ‘Exchange 3’ and with and ‘Communal Problem’. We are currentlydirective, issued by the EU, according to which the support of the Standing Conference of working on developing a new portal of the our information structure is defined. ■

Towns and Municipalities (SCTM), during the meetings in which Vranje particiated the aforementioned association presented the results of the entire programme, with a special reference to good examples. It is important to mention that the SCTM provided complete professional and methodological support to the City of Vranje during the implementation of this project, according to Exchange programme requirements. The SCTM, as a national association of local governments, constantly promotes the importance of cooperation among local governments on the implementation of capital projects and exercising local

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MILOŠ IGNJATOVIĆ PRESIDENT OF THE MUNICIPALITY OF ZVEZDARA

Employee Training Important To Total Results Of Digitisation Employees of the City Municipality of Zvezdara have strived, via the municipal website, to enable citizens to access different information, have electronic forms available and register municipal problems. Zvezdara also generated its services on the national eGovernment Portal three years ago

he introduction of eGovernment also marked a major step in the field of transparency - the Informer for work is regularly updated, while the local self-government responds in the shortest possible deadlines to requests for free access to information.

enable fellow citizens to submit applications to our services. Likewise, on the site there is a service called “Komunalko Zvezdarić”, which enables citizens to electronically report all municipal problems they encounter on the territory of the municipality.

referred to other services outside of the City Municipality of Zvezdara, where they can gain the information they need. In conversation with colleagues, I received information that even better results are expected in 2018, and we are sure that our fellow citizens will receive an even better and higher quality service.

• How satisfied are your employees with the • Do you plan to improve eGovernment in eZup procedure, which provides citizens with • What else needs to be done for digitisation the municipality of Zvezdara in 2018 and to immediate access to all documents needed to improve the operations of the Municipality of Zvezdara, speed up procedures and inoffer some new services to the citizens and to complete a request? Do you expect it to crease transparency in work? the economy? Which electronic services have operate even better in 2018? - Constant work is required on the modernibeen used the most to date and what do cit- The employees of the City Municipality of izens of your municipality most often seek? sation of computer equipment, which we Zvezdara are fully committed and contribute - We certainly live in the age of modern techdo to a significant extent. The training of all with their work to resolving all requests of nologies and it is necessary to forget employees for the EDCL certificate about seals and stamps, large queues, is also extremely important, with an The “Komunalko Zvezdarić” service situations in which a citizen is obligated emphasis on the M4 and M7 modules. to submit to a service a document that enables citizens to electronically report Then, it is also important to integrate it already possesses. These things other state bodies into eZup, such as all municipal problems they encounter are the intentions of the work of the the integration of the republic cadastre. Government of the Republic of Serbia, When it comes to transparency, it and of course all those who are actors in this has been fully achieved. The Informer on the fellow citizens under the shortest possible process. That’s precisely why there is a need work of the City Municipality of Zvezdara is deadlines – provided, of course, that is within for us, as urban municipalities, to modernise regularly updated, and within this document the framework of our competence. I note and thus enable easier, faster and better visitors can see everything related to the work this because, in some cases, our employees communication with fellow citizens. of the administration. Requests for information receive requests from citizens for things over When it comes to the electronic services of public importance are also processed reguwhich the municipality has no jurisdiction. larly, as well as personal requests for access to we use now, we have various e-forms on our Nevertheless, even in those instances citizens archived documents. ■ site and there are also a variety of forms that aren’t left without a response, but rather are

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VLADAN KOCIĆ PRESIDENT OF THE MUNICIPALITY OF OF RAKOVICA

Ensuring Efficient Communication We want to ensure that the population and the business community are given efficient and transparent services, so that they spend less time completing administrative procedures, but we also want to improve the efficiency of the municipal administration

municipal administration. The operation of business community via e-mail, telephone he Municipality of Rakovica has inthe Construction and Public Utility Departcalls, or when they come in person, either to corporated and integrated a large the entrepreneurship counter we established variety of procedures that enable ment, which is responsible for construction last year or to the office. You can track the more efficient cooperation with the permitting, is now simplified, as technical movement of a query at all times through general population. Having joined the system documentation has been reduced and the portal, find out who it was forwarded to that provides an integrated construction data processing and archiving are faster. last and exactly where it is at a certain point permitting procedure, the municipality is also People’s requests are now processed and of time. This prevents queries from potential providing for online queries and the ordering decided within the deadlines required by investors and entrepreneurs getting lost in of birth, marriage, and death certificates law. For applicants, the very fact that they the administration. Since the office started online. From 2018, other electronic services do not need to come to the municipality will also be available. We discussed the building in person saves them both digitisation of municipal procedures time and money. Since the office started operation in and further plans with Vladan Kocić, September 2014, more than 250 queries Mayor of Rakovica. • What are your plans with regard have been answered through the portal, 78 to introducing digitisation-related • Do you intend to introduce more innovations in Rakovica Municipalthis year alone. This places the Rakovica services for the general population ity in 2018? Office among the best in Belgrade and business community? -The City Municipality of Rakovica is - The City Municipality of Rakovica already just a step away from introhas established a quick response office for operating in September 2014, more than ducing e-Government. The staff of Rakovica the business community. Through its portal, 250 queries have been answered through Municipality have already undergone training this office is connected with the Belgrade the portal, 78 this year alone. This places the and acquired electronic certificates, and the Chamber of Commerce and the mayor’s ofRakovica Office among the best in Belgrade. system was subjected to a trial run. As far as we are concerned, we are ready to introduce efice. The mission of this office is to provide • How much did the introduction of electronic Government as soon as possible, and we expect answers as quickly as possible to any questions construction permitting improve efficiency this project to come alive in 2018. We want to posed by businesspeople, potential investors and simplify the procedure for applicants? provide efficient services to our residents so or anyone involved in entrepreneurship. They - The introduction of this electronic service that they spend the least time possible dealing must be given answers within 72 hours, i.e. has greatly improved the efficiency of the with administrative procedures. ■ three days. We receive questions from the E-SERBIA, DIGITAL REFORM 2018 | 83

JOVAN REPAC PRESIDENT OF THE MUNICIPALITY OF PLANDIŠTE

Great Room For Progress The Municipality of Plandište, located right on the border with Romania and the winner of this year's award for campaigns against the grey economy, has plenty of room – alongside existing e-government services – to improve the efficiency of its administration and ease communication with the inhabitants of rural settlements

he introduction of electronic services in the otherwise streamlined municipality of Plandište is not at the level needed and desired by its inhabitants and the economy, which is certainly one of the reasons why there is plenty of room for more efficient and transparent operations of the municipal administration, but also for improving the environment that would accept new investors.

• Do you consider that digitisation and the introduction of e-government can improve the work of your municipality and reposition it as a modern, efficient and transparent local government? - Digitisation and introduction of e-Government can really help the Municipality of Plandište to improve its work and position it as a modem, efficient and transparent local government, and with that the work of the Municipality of Plandište would be raised to a higher level.

do you plan to offer citizens and businesses, and which do you plan to upgrade? - The introduction of electronic services to the work of the Municipal Administration of Plandište began when the “Virtual Registrar” service became available to citizens, or rather the possibility to order via the internet, and then receive art their home address, some documents from registers. In the meantime, citizens are able to electronically check the status of their requests submitted to the

offer information about streets and cadastral numbers of construction plots, citizens, the economy, institutions of culture etc. In order for us to provide citizens with e-services and to replace, to the greatest possible extent, administrative tasks at counters, we have accelerated processes and improved the efficiency of the Municipal Administration. We will continue to work in this direction in order to improve the functionality of already existing services, as soon as possible, as well as to introduce new ones.

We believe that residents would respond positively to innovation and feel satisfied, especially inhabitants of the outlying villages of the municipality of Plandište, because lots of information, data and essential documentation would be accessible to them, so they would not need to come personally and wait in front of the counter

• The Municipality of Plandište has the option of ordering documents online via the internet, i.e. the “Virtual Registrar”, which can be found on the site of the Municipality of Plandište. Which new electronic services

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Municipal Administration through the software “My Case” or “SMS Service”. What is most current is the introduction of the GIS (Geographic Information System), i.e. showing the possibilities with various maps and layers on the website of the Municipality of Plandište, which

• How do residents react to these innovations, and how does the administration of the municipality react? - We believe that residents would respond positively to innovation and feel satisfied, especially inhabitants of the outlying villages of the municipality of Plandište, because lots of information, data and essential documentation would be accessible to them, so they would not need to come personally and wait in front of the counter. The municipal administration would also be satisfied with the advancement of e-Government, because their work itself would be easier, as well as the obtaining of other necessary documentation. ■

RADISAV ČUČULANOVIĆ PRESIDENT OF THE MUNICIPALITY OF KLADOVO

‘Instant’ Documents The staff of the Kladovo local government have already undergone training to use the eZup IT system. With this system, the Municipality will be able to issue all documents required by citizens electronically and at any time

igital transformation is althe eZup IT system, which enables them It takes an average of a month to get a perready in full force around us. mit, mostly because of the longer process to ex officio obtain the documents they The central government and of issuing location requirements, though need to process cases, which will surely local governments are exertthe issue of the permit itself takes only facilitate the procedures and enable ing every efforts to keep pace with five or six days. The issue of construction people to obtain the documents they the times in which we live and work. permits by electronic means will enable need faster. The introduction of this e-Government is therefore becoming people to get the permits they need much system will facilitate many procedures, more and more present. “I would like faster and easier. given that we used to have to wait a long our municipality to do more to modtime to obtain documents. Now the docuernise and educate its staff, and thus ments are in the IT system and the staff • What do you see as the biggest obstacles hindering the introducensure that all information and tion of e-Service that would endocuments can be obtained by We intend to pay particular attention able modern, fast and transparelectronic means. Documents to this issue, given that e-business ent communication with the lowill be issued ‘instantaneously’ or cal population? delivered to your home address is expected to be introduced shortly, - E-government is very useful, as it following an electronic request,” but there isn’t enough relevant eases procedures for both residents said Radisav Čučulanović, Mayor training and seminars and civil servants. However, there of Kladovo, announcing plans to are still some obstacles hindering make life easier for residents. have full access in a few seconds. This us and preventing fast and transparent means they can process cases faster. communication with the local population. • Has your municipality introduced Our municipality has introduced and The biggest problems include obsolete the eZup system, which is already in started using the eZup system. computers, a low level of awareness and place in most local governments, and As of 1st January our municipality began poor staff education. We intend to pay to what extent will this IT system, interconnecting six largest data hosts, to issue construction permits by electronic particular attention to this issue, given that help you speed up procedures? means.There is no longer any need to come e-business is expected to be introduced - The staff of Kladovo local government in person and wait in front of the counter – shortly, but there isn’t enough relevant have already undergone training to use requests are now submitted electronically. training and seminars. ■ E-SERBIA, DIGITAL REFORM 2018 | 85

DRAGAN TOŠIĆ PRESIDENT OF THE MUNICIPALITY OF BEČEJ

eSessions For Better Transparency Introducing new technologies into the work of local assemblies is in the general interest

uring the project realised in Bečej with the UNDP in 2014, the website of the Municipal Assembly was created in three languages, in order for all interested parties to be able to monitor innovations to receive an introduction to the work of the Assembly and its bodies. Now it is the turn of new projects.

sions by procuring the necessary furniture and tablets. We also plan to connect the existing website of the Bečej Municipal Assembly to the system, in order for citizens to have an insight into the agenda and material prior to the session being held, and not only for us to inform them via news items on the site. • A virtual registrar was established in Bečej in 2010. How much have Bečej residents since become attached to these services, compared to the classical services? On the other hand, how will the future full digitisation of data from registries impact on citizens no longer needing copies of register entries? - From the launch of the service, the obtaining of statements has been made significantly

registrar on the territory of Serbia. This led to a reduction in the number of certificates issued by the virtual registrar. The plan is to completely digitise data from registries and citizenship records, in accordance with the law. Citizens will no longer be obliged to submit written certificates and confirmations, but rather municipal bodies will obtain them electronically, ex officio. Bečej also has an important eService in the unified procedure for the issuance of electronic building permits, when citizens submit an application electronically and all required documentation is acquired by addressing the body.

• What is the importance of using digital technologies in the work of the local assembly and what are your future plans? • A significant investment in the local Do you intend to follow examples like that health centre was marked in 2017, witth of Novi Sad, in terms of creating digital lothe procuring of a new digital X-ray macal assemblies and introducing e-parliachine. How much did the municipalimentarism? ty participate in the project; are you - In addition to informing citizens Using parliamentary e-materials saves planning investments in new health about the work of the Assembly via technologies in 2018? the site, the idea – once conditions time and money, and contributes to - Bečej doesn;t plan to introduce new are met – is also to enable direct preserving the environment technologies in the field of healthbroadcasts of sessions and other care in 2018, but the budget for 2018 events of general interest. includes plans to pay a million dinars for a easier for citizens, and the annual number of Parliamentary materials are today sent new digital RTG device in January, while the such statements issued has reached about electronically, with only the heads of council majority of funds for its procurement - 5.7 5,000. However, by establishing a central groups and councilors who are not computer million dinars - were provided by the Office system of registry books and entering data literate receiving printed copies. This has for Capital Investments of Vojvodina. from registries in electronic form in 2017, the made the work faster and more efficient, It is also planned for additional funds to conditions were reached for the issuance of saving time and money, and contributing be allocated in April, in order to provide the statements regardless of the applicant’s to the preservation of the environment. Health Centre with even stronger support. ■ home area, as they are available to every We plan to secure conditions for eSes-

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GORAN MILJKOVIĆ PRESIDENT OF THE MUNICIPALITY OF BELA PALANKA

GiS At The Service Of Investors "The geographic information system (GiS) is of invaluable importance when it comes to solving problems in planning and management, and we will continue to work on its improvement"

he development of eGovernment and the introduction of new technologies in different sectors remains a priority for Bela Palanka, says municipal president Goran Miljković.

eGovernment also brings savings, as we are making great progress in the fight against the grey economy. • A project to develop a geographic information system (GiS) was launched in Bela Palanka last year. How will the introduction of a GiS bring benefits to potential investors, but also to local self-governments? - The geographic information system (GiS) is of invaluable importance when it comes

enabling investors to obtain basic data from spatial planning documents electronically, independently of the competent services. This project marks the start of the establishment of the GIS and we will continue its improvement, with an awareness of the benefits that it provides.

• Bela Palanka is one of the few municipalities in Serbia to offer eGovernment services both via its official website and via the • Under the auspices of the project “Culture eGovernment Portal of the Republic of Seras a driver of local economic development”, bia. How much do citizens use these servicit is planned to introduce an information syses and to what extent do they ease tem in the Vuk Karadžić National Library. How important is the modernitheir everyday situations? Citizens of Bela Palanka use sation of cultural institutions in small- A functional and responsible public eGovernment services on a daily basis er municipalities throughout Serbia? administration ensures that a community functions successfully as a - We are extremely pleased that the whole, and that’s why the introduction of to solving problems in planning and manageMinistry of Culture supported this project, ment. We have formed our GiS Centre, which eGovernment has always been a priorbecause we are recognised as a municipality ity for the Municipality of Bela Palanka. is responsible for managing and maintaining that understands the importance of investing eGovernment enables speed, efficiency the system, training users and improving in culture and the modernisations of culture and transparency in work, as well as sigthe system. We have recorded the spatial institutions. With the introduction of the nificantly improving the quality of life of distribution of the water supply network, COBISS platform, the library will form its our fellow citizens. part of the sewage network and subterranean local base, which will result in more rapid We have formed our Municipal Service electrical installations, while a database has exchanges of information and services. The Centre, where citizens can take advantage been created and other essential development project will include the providing of technical equipment and office furniture, but also of a multitude of services in a very short activities have been conducted. GiS users can employee training, which is most important period of time. We have eased the process access databases and utilise information to modernising the library – which now posof obtaining permits and other documentaavailable within the framework of the activition, and citizens really use the electronic ties they perform. We have developed a pilot sesses about 56,000 books – in the right way. administration services on a daily basis. application that supports the Industrial Zones Our goal is for it to become a proper centre Alongside increased efficiency, modern in the Municipality of Bela Palanka, thereby of culture and information in the district. ■ E-SERBIA, DIGITAL REFORM 2018 | 87

ĐORĐE RADINOVIĆ PRESIDENT OF THE MUNICIPALITY OF STARA PAZOVA

We'll Create A Platform To Pay Taxes & Fees Online We are awaited by a major undertaking in the period ahead. Thanks to a unique platform and software, entrepreneurs from the Stara Pazova area will be able to register and pay taxes and other charges via the internet

Office section, where utilities and communal services problems can be reported online.

he Municipality Stara Pazova in the Vojvodina district of Srem is ranked among the country’s most developed municipalities. In 2018, the local authorities are continuing with their constant improvements to the local investment climate and are preparing new benefits for those starting or expanding their businesses here.

• Your municipality has been known for its private entrepreneurship for decades. How interested are businesspeople in using eServices? Can they expect some new benefits in 2018? - For all those wanting to expand operations or invest capital in our municipality, we created – together with the Office for Local Economic Development – the website ‘Invest in Pazova’, investirajteupazovu.rs, which contains a complete database of all companies registered on our territory, a list of all industrial zones, vacant land plots etc. It is visited by a large number of businesspeople, because they can

will enable entrepreneurs from the Stara Pazova area to register and pay taxes and other charges via the internet, but also to have round-the-clock insight into their tax obligations - payments, debts etc.

• In cooperation with your neighbouring municipality of Inđija, Stara Pazova implemented the “Effective Property Management” project. How important is it to link and network data from different municipal institutions? - Stara Pazova and Inđija are proud that we managed to set ourselves apart in competi• The Municipality of Stara Pazova provides tion with 123 project proposals, and that our a significant number of services via its webproject was assessed positively and recomsite, starting from a virtual registrar, via acmended for funding. It has a total value of cess to various registers, to the downloadaround 148,690 euros. The EU Delegation ing of forms etc. Which services are most provided 85 per cent of funding, with sought among citizens? the municipalities providing the rest - The Municipality’s official website is The website 'Invest in Pazova', themselves. The programme’s goal is very well-visited, and many citizens investirajteupazovu.rs, contains a to contribute to strategic changes at use it to inform themselves about all the local level via improvements to important developments on a daily basis. complete database of all companies administrative capacity and the efThe virtual registrar has been availregistered on our territory, a list of all ficiency of service provision. Asset able since April 2014, and to date it has industrial zones and vacant land plots, management support is an important been used to issue 1,044 confirmation of as well as information about current prerequisite for improving the local citizenship requests. Moreover, the oninvestment climate and the legal basis economic developments line ordering of application and request for the establishment of jurisdiction and forms has been available to citizens for also use it to access information about all curlocal government control over publicly-owned four years already. They are regularly updated, rent economic developments in the country property. Basic GIS is linked to the asset manand since its creation that webpage has been agement system, by which information on the and around the world. visited 39,500 times. availability of public property has been made To the best of our knowledge, no other The municipal website is also linked available to interested parties. We have also municipality in Serbia has such a practise. directly to official social networking profiles, enabled revenue growth, expenditure control, We are awaited by a major undertaking in the and is also optimised for access via smart risk management, legal compliance and more period ahead. We have begun preparation of devices and tablets. efficient physical maintenance of properties. ■ a unique online platform and software that I would also highlight the Quick Response

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MILAN A. NEDELJKOVIĆ PH.D. PRESIDENT OF THE MUNICIPALITY OF VRAČAR

Electronic Communication Becoming Part Of Daily Operations With an awareness that time is the most expensive commodity today, and that this is the reason for the growing importance of advanced technologies, staff at the City Municipality of Vračar are monitoring the development of electronic communications and introducing them even more into regular operations

račar belongs to the municipalities with the highest percentage of highly educated residents, while a large number of companies operate on its territory, including representative offices of foreign companies. As such, it is no surprise that this local self-government, headed by municipal president Milan Nedeljković Ph.D., is among those constantly advocating for the implementation of new electronic services. This is also one of the ways the municipality strives to ensure the constant advancement of the community.

cooperation with the City of Belgrade – enabled the requesting of documents electronically. Then, given that the registration of housing communities and the selection of trustees is a current issue, on the municipal website we have offered forms and all information regarding the documentation necessary for implementing this procedure. We also consider the oldest citizens, for whom we have provided computer literacy programmes, in order to make eServices available to them and thus raise the level of progress in our community.

the option, instead of receiving treatment each month, of receiving prescriptions for the next six months. Moreover, during visits to a selected doctor, patients can schedule check-ups at tertiary and secondary levels, electronically and with an exact appointment time.These procedures have not only enabled horizontal linkages of services within the Health Centre, but also communication with institutions of tertiary and secondary levels.

• Vračar has been a pioneering municipality in many innovative activities in Belgrade and we have heard that you are preparing • Immediately upon taking up the pojust such an activity in cooperation with public utility company Gradska sition of president of the Municipality We have provided computer literacy čistoća [City Cleaners]. of Vračar, in mid-2016, you announced programmes for our oldest fellow - PUC Gradska čistoća works intensively the conversion of municipal procedures citizens, in order to make eServices to educate citizens about the importo electronic form. How much progress has been made on that front? tance of properly disposing of waste available to them - The City Municipality of Vračar is in and recycling, and on new projects. Given the process of accessing the eZUP that citizens have shown great interest • We know that the work of municipal health information system, which allows the exchange in recycling since the launch of the Eko kese centres is crucial for citizens, and that reducof data ex officio. Until eGovernment and its [Eco-carrier bags] project, this public company, services fully come to life, we are considering in cooperation with the Municipality of Vračar, ing overcrowding and improving efficiency our citizens, so the communication service with made another step forward. This relates to the are especially important for our oldest felcitizens is active, via which every applicant is project for contractually agreeing on the bulk low citizens. How much progress has been provided with the opportunity to choose to purchase of recyclables with the councils of made on digitising and networking the sermonitor the status of their case. Likewise, residential buildings and housing communities. vices of Vračar Health Centre? via the municipality’s website, we familiarise This allows our fellow citizens to cover part of - As of 30th October 2017, electronic health cards citizens with what we do and introduce services investments and ongoing building maintenance have been in use at all Belgrade health centres. that they can even access from home. costs through the “sales of recyclables”, and The goal is to reduce overcrowding and ease the Alongside services for the electronic isthus also motivates them to properly dispose start of therapy, especially for the elderly. Patients of specific waste. ■ undergoing therapy for chronic illnesses have suance of building permits, we have also – in E-SERBIA, DIGITAL REFORM 2018 | 89

STANA ĐEMBER PRESIDENT OF THE MUNICIPALITY OF ČOKA

Networking Of Municipal Services To Continue Over previous years, digitisation has arrived in part of Čoka’s establishments and institutions, primarily in the field of healthcare. We intend to continue the trend that has been launched in 2018, says municipal president Stana Đember

citizens? Do you plan to join the eZup - The electronic services we offer to citiummer 2017 brought the eZUP project, so that the bodies of the adproject to Serbia, which linked zens certainly simplify the carrying out the six largest databases in Serof certain obligations and enable citizens ministration in your municipality can to exercise their rights faster. exchange data ex officio? bia – birth and death registries, There has been no noticeable growth MUP databases, Tax Administration, trend in requests since the entry into force the Pension Fund, National Employment of the law which enables institutions to Service and the Central Registry of Comobtain all necessary documentation for pulsory Social Security. Local governthe purposes of issuing citizens’ personal ments throughout Serbia are joining the documents. system, in order to liberate citizens from The Municipality of Čoka certainly also having to wander from counter to counter. plans to join the eZup project, which will The Municipality of Čoka also plans to certainly bring progress for us. intensify its use of digital technologies. This municipality in the North Banat • Your municipality has done a lot on District is located between the rivers digitisation in healthcare over recent Tisza, Zlatica and Moriša and extends years. The Health Centre has introduced over an area of 321 square kilometres. its own information system, digitised XThe dominant branches of the economy ray devices etc. What can citizens expect are agricultural production, the food and in 2018? Is there room for new inmetal industries, primary tobacco processing and the production of vestments, further networking The digitisation of X-ray devices also products from plastic. with other health institutions or enables networking, or the forwarding of municipal services? • Via its municipal website Čoka - We will continue the trend that all recordings to other institutions. The offers virtual registrar services, has been launched. In 2018, the precondition for this is for it to have its i.e. requesting birth, death and own information system, which the Čoka local self-government will work on marriage certificates, as well as networking of healthcare instituHealth Centre possesses confirmation of citizenship. How tions and all other institutions with important are these services to municipal services ■

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NIKOLA NIKOLIĆ PRESIDENT OF THE MUNICIPALITY OF DESPOTOVAC

Digitisation Of Cultural Heritage The residents of Despotovac are proud of their rich cultural and historical heritage, as well as the introduction of new technologies that will also mean a lot to researchers from Serbia and the world

any municipalities in Serbia first experienced the advantages of digitisation in the field of culture and historical heritage, and Despotovac Municipal President Nikola Nikolić says that this is the natural and logical way for these towns.

published in Despotovac between 1967 and 1990. The digitisation of other homeland materials will now continue, which will be of great importance to both Despotovac locals and numerous researchers from around the country and the world. • Can citizens count on the local self-government being more committed to introducing and developing electronic services in the period ahead? - Unfortunately, not much has been done in the Despotovac Municipality Administration over recent years to develop the electronic services that would ease communication between

allocated for the education of employees and the procurement of appropriate equipment, and often also a lack of motivation among people to get more actively involved in the automation of operations. Unfortunately, my predecessors weren’t devoted to this important work either, so the situation we find in this area is not encouraging. Recognising the importance of electronic services, I will do everything in the period ahead to make it easier for citizens of the municipality of Despotovac to obtain numerous documents that are within the jurisdiction of municipal services.

• Why is this segment particularly important for Despotovac? Are you planning new projects to digitise cultural heritage or • What are the main challenges ahead introduce innovations in institutions on this road and can you rely on the like the National Library? help of state authorities? Despotovac counts on the help of the - Our municipality sees a special sig- I am certainly counting on the help state in the development of electronic nificance of digitisation in the domain the state, primarily the Ministry services, as well as other municipalities of of culture, given that heritage is an of State Administration and Local in the vicinity that have good results enormous cultural and spiritual inSelf-Government, both in material and experience heritance, primarily considering the and educational terms. The challenges fact that our territory possesses the and dangers in the realisation of this pearl of medieval Serbian culture work, as in all other spheres of life that is Manasija (Resava) Monastery. The citizens and municipal services. With the and work, lie in people. In the Municipality of “Resavska Škola” National Library entered exception of the municipal geodetic service, Despotovac, as in other smaller municipalities the process of automating operations around which was among the first in Serbia to autoin Serbia, there are not many staff members ten years ago. The complete fund of the mate a large part of its activities, and several who are from the IT sector and who would be library has been entered into a database other services – like the registrar, which have helpful in this activity, so we will have to hire and all interested parties can access and partially entered into the digitisation process, younger staff and train them as necessary for search it via the library programme. Last year I can say that not much has progressed in this the specialised jobs that will be required for saw the start of the digitising of homeland field. There are many reasons, but they can the automation of the operations of municipal material and I believe they have completed be boiled down to personnel and material services. We will also use the help and experithe scan of the publication “Naše komune” ence of other municipalities in our vicinity reasons; the small municipal budget, from (Our Commune), a local newspaper that was that have achieved good results in this area. ■ which more significant funds could not be E-SERBIA, DIGITAL REFORM 2018 | 91

BORISLAV ANTONIĆ PRESIDENT OF THE MUNICIPALITY OF BAČ

We’re Introducing An eRegistrar And eSessions During the year behind us, the Municipality of Bač also became active on the introduction of eGovernment, which is one of its strategic goals, and that’s why it’s announcing the introduction of several services for 2018

• A rich cultural and historical heritage is his small border municipality is locted funds from the 2018 budget for the something for which Bač is known. And in located between Bačka Palanka and introduction of e-Government. We received recent years the issue of digitisation in culOdžak. The town of Bač itself is 140 support on the introduction of eGovernment kilometres away from Belgrade and from other municipalities, because they are ture has been increasing current in Serbia. around 60 kilometres from Novi Sad. Apart extremely satisfied with the results. Citizens How active is your municipality in this dofrom agriculture, the metal industry and inhave since 2016 been able to take advantage main? Do you intend to follow the good exof the application MY BAČ, through which creasingly intensive use of renewable energy amples from the practises of other municthey can report problems with utilities, sources, Bač is also known for its rich cultural ipalities that have taken advantage of digicommunal services etc. and historical heritage. Bač Fortress, the best tal technologies precisely in the area of culpreserved medieval fortification on tural heritage? the territory of Vojvodina, is a great - The municipality is rich in cultural and During 2017 we also consulted with asset to the development of tourism historical monuments, and Bač, or Bač other municipalities that already have locally. In order to take advantage Fortress, due precisely because to its of this wealth in the best way, the eGovernment and received their support, specificities, is featured on the prelimimunicipality needs new technologies nary lists of UNESCO World Heritage because they are extremely satisfied and in Bač they are preparing for a Sites. We also have the Franciscan with the results major digitisation project. monastery, Bođani Monastery and a Turkish bath-hamam, but also a rich • Introducing eGovernment is one of the • Does this mean that citizens and busicultural heritage. goals defined by the Development StrateFor now we are trying to preserve these nesses can expect new eServices during monuments, to maintain, restore them and this year? gy of the Municipality of Bač to 2020. With promote them, in order for as many people - For 2018 we plan to introduce an eRegistrar 2018 having just begun, how mush has been as possible to have the opportunity to enjoy and electronic sessions, but also to relaunch achieved to date? them. While we haven’t done much in terms of the ‘48 hours’ system. We will certainly strive - It was right in the middle of last year that digitisation, we are preparing for a compreto use additional applications to make it we became active on the introduction of easier for our citizens and economy to access eGovernment in the municipality of Bač, when hensive project, funds for which still need to information and apply for funding and works we conducted market research, consulted be secured. Of course, for this we will require contests announced by the Municipality of with other municipalities that already have the support of other institutions, but also the Bač and others. such programmes, defined systems and alEuropean Union. ■

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NOVICA JANOŠEVIĆ PRESIDENT OF THE MUNICIPALITY OF KUČEVO

We Expect Better Efficiency And Transparency We are now introducing e-Government, connecting to the e-Zup system and, as of March 2018, we expect to fully apply e-Government in Kučevo

rom what we heard from the head of the municipality, Kučevo has taken important steps forward in business digitisation and e-Government as an essential part of this development, particularly with regard to construction permitting procedures and the way related departments operate. A great step forward was also made in the way the municipality provides services to the general population: procedures are simplified and there is no longer any need to go ‘from one counter to another’ visiting various departments. This has raised the level of satisfaction among the local population with regard to services provided by the municipal administration.

and disability benefits, or with regard to construction, urban planning and the tax administration. We will improve our administration so that they can complete everything at a single counter, or online. • What is your experience with the application of e-Government so far, and how are people accepting the novelties it brings? - The team that will provide electronic services consists of an IT expert and all the staff working in the administrative office, service centre, registry and inspection

to provide these services have already been taken. Most problems with using electronic services are noted among the elderly and older staff, who generally have problems adopting new technologies. We need more time to educate them and let them get used to the new procedures.

• How important is e-Government for ensuring a more efficient municipal administration? - We are now introducing the e-Government system, i.e. connecting to the e-Zup system. At the same time, we are informing people about the new procedure E-Zup is expected to provide better for obtaining services through this efficiency and effectiveness of system, which eases procedures administration and procedures. Moreover, greatly. The eZup system reduces • What sectors of Kučevo Municithis service will increase the visibility and costs for its users and also saves pality provide the most room to inaccessibility of information of interest to time for those who now have to troduce digitisation? our citizens, who will be able to track the queue in front of counters in different institutions to collect the docu- The most space is available in movement of their cases at all times, once ments for processing their cases. I tasks related to specific requests the system is up to full capacity expect that eZup will provide better that local people make to the muefficiency and effectiveness of the nicipal administration, with regard administration and procedures. Moreover, department. Full interconnection between to their rights and entitlements, their this service will increase the visibility and the Kučevo municipal administration and legal interests, and the regulation of accessibility of information of interest to e-Government is expected in March 2018, their obligations and liabilities, such as our citizens, who will be able to track the which means that the municipal administrain the General Affairs Department that movement of their cases at all times, once tion is not using e-Government services at deals with social welfare, child benefits, the system is up to full capacity. ■ this moment. The first steps to train staff the electoral roll, war veterans’ benefits E-SERBIA, DIGITAL REFORM 2018 | 93

ZORAN JEVTIĆ PRESIDENT OF THE MUNICIPALITY OF MALI ZVORNIK

Continued Investment In eGovernment Development In 2018 This small municipality in western Serbia has enabled citizens and businesses to utilise various electronic platforms, and was also among the first in the country to launch implementation of the eZUP information system. In the period ahead, it will work to improve the security of the information system

lthough Mali Zvornik belongs among Serbia’s underdeveloped municipalities, in terms of digital reform it has been able to keep pace. In this regard, municipal staff emphasise the importance of cooperation with state bodies, employee training and investments in equipment.

As a result of all this, I can say that the municipality of Mali Zvornik, although territorially small and insufficiently developed economically, manages to overcome the challenges of the modern era and, as such, is very attractive to investors.

curate information to be provided on all tasks from the scope of work of municipal bodies and services of the Municipal Administration. The more modern way of functioning has also been enabled for members of the Municipal Council, for whose needs we acquired laptop computers. In addition to distributing items electronically, this also contributes to more efficient work, but also reduces the costs of printing and the reproduction of materials. With the procurement and installing of equipment and software, in 2018 we will take an important step forward in terms of improving the work of electronic administration, which will be reflected in improved security for the municipal information system.

• The economy is certainly the motor that is • Which electronic services has the municinecessary for Mali Zvornik to move forward. However, citizens are interested in what they pality of Mali Zvornik enabled for the econcan count on – which eServices are availaomy? Can these opportunities represent an “extra point” with potential investors? ble to them at present and what is the plan - Considering the new trends and requirements for their further development? of modern society, the Municipality of Mali - With the procurement and application of Zvornik joined the digital reform process, software that provides easier, faster and which is unfolding at all levels in Serbia. We more transparent procedures for processing are trying to secure the necessary condidocuments, citizens in Mali Zvornik, besides • For small municipalities like yours, tions for more efficient functioning how important is state support for of eGovernment. The electronic distribution of items improving the work of eGovernment? For citizens and the economy, Do you cooperate with the Office for alongside standard electronic admin contributes to more efficient work, but IT and eGovernment? services and the application of e-ZUP, also reduced costs - The Municipality of Mali Zvornik works i.e. the Regulation on official data excontinuously on educating employees change between authorities, which we and improving conditions for the effective standard e-application and document issuing were among the first to start implementing electronic functioning of the administration. services, have been provided with the possibilsuccessfully in Serbia, we also enabled the In this regard, constant communication and electronic issuance of construction permits ity of electronic insight into the progress or cooperation with the Office for IT and eGovaccording to a unified procedure. status of applications submitted to the office. These electronic platforms greatly ease With this we have greatly improved the work ernment is invaluable. It is precisely thanks and shorten the process of issuing documents, of the municipal service centre. to this cooperation that employees of the thus communication of applicants with the loBy regularly updating information and Municipality attended numerous seminars and databases on the official web presentation training courses, which helped them master cal authorities and services make procedures of the Municipality, we enable timely and acinnovative approaches in their work. ■ transparent.

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ČEDOMIR BOŽIĆ PRESIDENT OF THE MUNICIPALITY OF ŽABALJ

Digitisation In The Service Of Local Tax Administration The introduction of digitisation for the local tax administration will mean more efficient functioning of the service itself, but also faster and simpler payments of taxes and changes in tax records

he Municipality of Žabalj is located at the very centre of Vojvodina and is today home to about 27,000 inhabitants. The local self-government is working intensively to enable a level of informing that’s in accordance with contemporary trends - say President of the Municipality of Zabalj Čedomir Božić, announcing the further development of electronic administration and innovations that will ease the operations of businesses.

tions, we used the guidelines of the Directorate for Electronic Administration, and I consider them as being extremely useful. We have noted a growth trend of visitors to our site, so in 2016 the website was visited by users from 320,000 different IP addresses, while in 2017 that number was 400,000. As such, I am of the opinion that the citizens of the municipality of Žabalj mostly inform themselves via the site.

receive responses to the questions they pose within a deadline of 48 hours. The introduction of eCounters and eServices is expected in the coming period, which will greatly ease the work of entrepreneurs, but also shorten the time required to obtain various confirmations, formal decisions and other documents needed by private individuals and legal entities.

• According to your estimates, which areas have the greatest need for the A growth trend of visitors to our site has introduction of elements of digitisa• Do you plan to improve the functionbeen noted, so in 2016 the website was ality of the municipal website and do tion in Žabalj? you use the guidelines of the Directo- In my estimation, the local tax adminisvisited by users from 320,000 different rate for Electronic Administration to IP addresses, while in 2017 that number tration currently has the greatest need develop your website? How commitfor digitisation, so that is precisely was 400,000 where we will place our focus. I think ted are citizens to using the municithis will contribute to increasing the pal website; in your opinion, do they • Which eServices are currently available to ease and efficiency of the work of the local inform themselves sufficiently in this way? citizens in Žabalj? Can businesses expect the tax service itself, but will also help to acceler- We worked intensively on improving the muintroduction of eCounters and eServices in nicipal website last year. We have realised some ate and simplify the process of paying taxes, the period ahead, which would ease their opideas, while some are still in the implementation changing tax records and more. Digitisation is process, but the most important thing is that a process that has yet to reach its maximum. erations and shorten certain procedures? everything is progressing according to the The Government of the Republic of Serbia is - Citizens currently have available virtual regisplanned tempo.The website of the Municipality striving to introduce digitisation to the work trar services, via which they can submit requests of Žabalj is now a modern site that provides of local self-governments as quickly and effor issuing copies of birth, marriage and death visitors with all necessary information about certificates, which we deliver to their home ficiently as possible, and the Municipality of the work of the local self-government. In the address. Alongside this service, the “48 hours” Žabalj will continue following the Government’s process of redesigning the site and its funcservice is also available, through which users can guidelines, to the benefit of all citizens. ■ E-SERBIA, DIGITAL REFORM 2018 | 95

NEBOJŠA NENADOVIĆ PRESIDENT OF THE MUNICIPALITY OF BOJNIK

Tailor Online Services To Citizens’ Needs The Municipality of Bojnik is located in the Jablanica District and belongs to the group of the most undeveloped municipalities in Serbia. Despite this, and the fact that computer literacy is among the lowest in the country here, the local self-government is not giving up on further introducing electronic administration

he plan of municipal leaders is to continue activities in 2018 aimed at bringing online services closer to citizens and making them more accessible. In that direction, it will also be essential for Bojnik to modernise its outdated computer equipment.

the competent services. Moreover, there is also the possibility of ordering birth certificates and confirmation of citizenship certificates, which is accomplished either by filling out the form on the actual site, or by downloading request forms that can be then filled out and submitted by regular postal services. Finally, citizens can also use the site to find the email addresses of all departments and thereby establish direct communication with those responsible for specific areas within the competences of the work of local self-government bodies. We are, of course, planning to generate

usually by citizens who don’t live on the territory of our municipality. The reason for this should be sought in the age and educational structure of the population. Computer literacy here is among the lowest in Serbia, hence the somewhat reduced interest in available online services. This in no way means that we should give up on the further development of e-Government services. On the contrary, this provides a motivate to exert additional efforts aimed at bringing online services closer to the population and adapt them to citizens’ needs.

• E-Government is the surest way to reduce queues and costs, and to increase transparency and efficiency. What are the future plans of the local self-government in this field and do you intend to generate services on the eGovernment Portal? • It seems that culture is among the - E-Government, as a centralised online first areas were the benefits of digservice, certainly represents one of the Digitisation, as a way of preserving ways to ease communication between itisation have been felt in small comcitizens and local self-government. The munities. In which other domains can and presenting data, can best be Municipality of Bojnik doesn’t have any digitisation most contribute to improvused in the presenting of tourist and services on the portal at present, but ing the ambience of Bojnik? development capacities the site www.bojnik.rs offers several - I’m of the opinion that digitisation, as ways for citizens to communicate with a form of protecting and presenting services on the eGovernment portal, but the local government bodies. First, there are the data in an electronic form, can be used the biggest obstacle to implementing that is equipoptions “Ask the president” and “Citizens’ most and the best in presenting tourism and questions”, which citizens can use to pose development capacities. On the municipality’s ment that has become obsolete. We certainly various questions to the president and other website you can find the ‘Brochure for Invesplan to update hardware during the course local government bodies. of 2018. tors’, which presents Bojnik’s greenfield and Then there is the possibility of reporting brownfield locations. This brochure is the work problems in communal services and other prob• How much do citizens utilise the opportuof a group of young people who conducted traineeships in the municipal administration lems that fall under the jurisdiction of the munities provided to them through the municiduring 2016. With this as a model, it is possible nicipal administration or public enterprises, and pality’s website? to present the tourist, sports, business and emails with specific requests are received by the - The most frequently used option is ordering other capacities and activities implemented president of the municipality and the head of the birth certificates and certificates confirming by the municipality. ■ municipal administration, which forward them to citizenship, which are actually most commonly

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BOBAN JANKOVIĆ MAYOR OF MIONICA

New Technology For A New Approach To Education In addition to citizens' training, the Mionica Centre for Education and Development runs courses for staff of the state administration

t has been long recognised in Mionica that business, but also education, is impossible based on the model of the past decades. Mionica Mayor Boban Janković talks about the application of ICT in the work of local government, new services, and the importance of smart technologies for attracting investors.

activities related to them; while access is provided to central databases of all state bodies and ministries. The departments of urban planning, taxation, registry services, childcare and legal services are fully digitised, so the time for processing cases and issuing decisions, permits and the like has been reduced greatly.

existing investors. We currently have several investors interested in investing in our municipality, and soon German company Z-line will open a production facility for the manufacture of vehicle upholstery fabrics.

• Two years ago, the local government launched the Centre for Education and Development of Mionica, which, among • Where in your municipality do you see the other things, provides programming and greatest potential for future digitisation? informatics courses. How important is it - The introduction of “System 48” is almost for techonological progress to be followed completed. This system enables all interby progress in education, and how much ested parties to receive responses to their can local government contribute to that? • How much has Mionica done so - The development of technology far in the field of eGovernment and has very much changed the world in Digitisation is also necessary for what are the next steps on this path? which we live. The world in which my the Department of Local Economic - The Municipality of Mionica keeps generation grew up was different Development, which provides support to in many ways from the conditions up with the development of modern investors information technologies and its in which children grow up today, so citizens’ need for higher quality and this requires a different approach to requests and questions for solving building, faster services. Previous activities on the education and ever more use of technology communal or infrastructure problems in a modernisation and reorganisation of the in education. We have recognised this need, very simple way, by filling in an electronic municipal administration were directed and one of the goals of establishing the form. The use of this platform has greatly towards achieving efficient communication Centre for Education and Development was improved the work of the utility company with citizens, entrepreneurs and investors, to obtain formal and informal knowledge and inspection service. All current problems and enabling their quick and easy access to for our municipality’s residents of all kinds, in the field have been registered and rapid the most important contents, and towards primarily raising their information literacy response is enabled, while interested parties reducing the time required for issuing all level. In addition to IT and programming can also monitor the process of resolving documents in the municipality‘s jurisdiction. schools, the Centre conducts a number of their case at all times. Most of the Municipal Administration’s courses for the staff of the state administration, including those related to the process On the other hand, applying ICT is very services are digitised or in the process of of digitising local government and all public important for local economic developbeing digitised, all folders are scanned after ment, providing support to interested and enterprises and institutions. ■ submission and it is possible to monitor E-SERBIA, DIGITAL REFORM 2018 | 97

VLADICA DIMITROV PRESIDENT OF THE MUNICIPALITY OF DIMITROVGRAD

Motivation Is Key To Progress The further development of e-services also requires a media campaign, then the strongest possible promotion of the national portal, believes President of the Municipality of Dimitrovgrad, Vladica Dimitrov

espite the fact that Dimitrovgrad is a small municipality, predominantly populated by elderly households, there is a belief in the benefits of new technologies – both in the field of eGovernment and in the introduction of digitisation to health services, the creation of local databases etc.

- both among local self-governments and state bodies – to provide online as many of the services within their jurisdiction as possible, as well as launching a larger media campaign and promotion of the actual portal. If the goal is to use modern technologies in order to achieve more efficient and transparent work of state bodies and local self-government, the provision of e-services within the framework of the portal must be diversified in terms of the possibility of paying taxes, the possibility of including services in the languages of national minorities etc.

finally be able to efficiently exchange data, and citizens will no longer be couriers. However, in smaller, underdeveloped municipalities, such as Dimitrovgrad, where the predominant inhabitants are elderly households who lack adequate IT knowledge, e-commerce via eGovernment cannot be expected to be at a satisfactory level, regardless of the range of positive effects it provides.

• In which areas do you see the greatest opportunities to contribute to digitisation in the • How important is cooperation between lofuture work of local self-governments, but cal self-governments and state aualso in the work of culture, health and thorities when it comes to helping other institutions in your municipality? municipalities provide better pub- It is natural for modern technologies Creating local databases covering lic services to citizens by introducto be more acceptable for the younger citizens and businesses will ease the ing eGovernment? creation of subsidy policies, social grants population, so it is logical that eGovern- Cooperation between local selfment services will be mainly used by and local economic development governments and state bodies is of businesses and future investors, as great importance when it comes to all well as young people who have secure social processes, including in the area their future in some other municipalities of e-governance, especially when modern • Everyone has the same goal - more effecor abroad. When it comes to the inhabitants technologies and the internet are today’s tive two-way communication that saves of Dimitrovgrad, digitisation in healthcare is reality, not the future. money and time, while increasing the level important, as is the availability of information The “eGovernment Portal” project is acsatisfaction among citizens and their trust regarding archival material. For the admintually the result of partnership cooperation istration itself, along with faster and easier in institutions. What do you expect in this between state bodies and numerous local communication with state bodies, digitisation regard from the new Law on eGovernment? self-governments that published electronic provides the possibility to create databases - I expect conditions to be created for a comservices for citizens and the economy on plete and functional eGovernment. It is also covering the population and their social status, the portal, alongside information related to very important to enable equal use of electhe condition of agricultural holdings, cattle these services. tronic and paper documents, thus reducing funds and entrepreneurs, which further eases One thing that it is certainly necessary the use of paper documents and visiting policy creation in the part of subsidies, social to initiate in the coming period is motivation counters to a minimum. State institutions will grants and local economic development. ■

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DR PREDRAG TERZIĆ MAYOR OF KRALJEVO

MILORAD MILINKOVIĆ PRESIDENT OF THE MUNICIPALITY OF VLADIMIRCI

We’re Introducing eCounters

GIS In The Service Of Tax Administration The GeographicInformation System in Kraljevo has been applied for four years. Significant steps have been taken to date in the development of web-based GIS components, in order to enable wide availability of spatial data

large amount of data has been collected from the relevant services, on the ground and from public companies. A unique GIS database has been created, which for now contains data on the Spatial Plan, General Urban Plan, City property assets, legally regulated, agricultural land, emergency situations and tax zones. Cooperation has been established with the Republic Geodetic Authority, which data is forwarded to on the purpose of land within the General Urban Plan. • Which activities are currently planned, in order for this tool to be used to the fullest extent? - In the following stages in the development of GIS components, the segments needed for the work of tax administration will also be developed, which primarily means tools that will enable more efficient and precise collection of data in the field. Work will also be conducted on comparing the database of the tax administration and the database of public enterprises, which also has evidence on the surface areas of facilities on the territory of the city. • Kraljevo has also introduced information technology in providing related social and medical care, which is a novelty across the whole of Europe. - At the European Summit on Digital Innovation for Active and Healthy Aging, held in Brussels in 2016, Kraljevo gained the status of a European reference site location for innovative information technology programs in healthcare – for the SMART CARE project of the Health Centre and the Centre for Social Work. This is a new service for providing integrated social and medical care through specific software solutions – the Kraljevo Health Centre is connected electronically to 110 project beneficiaries, who are aged over 65 and suffer from chronic non-communicable diseases. ■

New services will enable citizens to more quickly realise their rights

estifying to the fact that small municipalities also have to work intensively on introducing eServices is the example of Vladimirci, whose inhabitants are accustomed to modern communication methods.

• How much do citizens visit the municipal website and are they offered some more useful options there, such as direct communication with the local self-government? Do you plan to introduce eCounters? - The municipal website is among the most read electronic media outlets in Vladimirci area. It is visited by more than 200 citizens on a daily basis and slightly over 7,500 each month. The website provides citizens with have the opportunity to pose direct questions to the president of the municipality and the president of the municipal assembly, and this ensures they receive extremely accurate and swift responses. With the aim of establishing better and higher-quality communication, it is planned for the site to include eCounters for all departments, enabling citizens to realise their rights as soon as possible. • In which areas does your municipality have the highest potential? - At the very entrance to Vladimirci we have a five-hectare business zone, equipped with complete infrastructure and intended for SMEs. The territory of Vladimirci is rich in geothermal water that can be utilised for the purposes of sport, recreational and spa healthcare, as well as in the production of plastic. At the very centre of the town of Vladimirci we have envisaged the construction of a spa centre with accompanying contents, based precisely on the use of geothermal water. ■ E-SERBIA, DIGITAL REFORM 2018 | 99

SOCIAL MEDIA

CYBER SECURITY

What's Next For Cybersecurity In 2018?

We live in a world that is networked together, where companies rely on networked systems and their data is stored in the Cloud. The year 2018 will bring more connectivity, digital transformation initiatives and data to companies, along with a number of new cyber security threats and landscape changes, making cyber security one of the most crucial issues needing to be addressed in the present scenario. This will also be a year in which security will become part of the fabric of how we work. Below are cyber security predictions that will continue to impact the technology industry in 2018.

10 Social-Media Trends To Expect During 2018

Powerful social media trends affecting both users and brands are strengthening and accelerating. In the past year, a number of significant stories involved social media: Facebook lured Snapchat users to Instagram, the president of the United States communicated official policy positions in 140 characters and Apple announced plans to alter the way we interact with our mobile devices. During the next year, social media is poised to create even more disruption as a number of new technological advancements go mainstream, and as social norms related to social media change. Here are the top 10 social media trends to prepare for this year. 1. Rise of augmented reality 2. Increasing popularity of Instagram Stories 3. Continued investment in influencer marketing 4. Focus on Generation Z 5. Increasing brand participation in messaging platforms 6. Expansion of live streaming 7. Rethinking Twitter 8. Digital hangouts go mainstream 9. Facebook Spaces goes mainstream 10. Social platforms embrace stronger governance policies

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• Shift in focus from protection to prevention • More IoT attacks will be motivated by financial gain than chaos • Continued growth in the use of ransomware and cyber-extortion tools • Many enterprises will give priority to Cloud security • Increased automation in cyber security responses

The bottom line is that we are facing a new frontier of innovation and can only seize the opportunity if security capabilities are built to support new ventures. We need more trained professionals, as well as smarter tools that make cyber security more effective – for both businesses and their consumers. Cyber security is our shared responsibility; because we all have a say in our business and technology, we must also view security as an inherently essential part of our organisation’s purpose and strategy.

EDUCATION

E-Learning And Digital Education

Technology has changed the possibilities within teaching and learning. Classes, which prior to the digital era were restricted to lectures, talks and physical objects, no longer have to be designed in the same manner. Teachers and pupils now have a digital toolbox – ranging from engaging devices to teach the students, to online courses and digital textbooks. Digital education is the term used to refer to all online educational practises. Projections show the e-learning market worldwide is forecast to surpass $243 billion by 2022. In 2016, the selfpaced e-learning product market amounted to $46.67 billion, but is projected to fall to $33.5 billion in 2021. A considerable share of teaching staff worldwide has shown willingness to support less traditional and digital education models. About 65 per cent of all teachers support the use of open educational resources (OERs) in teaching, while 63 per cent express their support for the competency-based education system.

AGRICULTURE

Smart Farming

The EU Common Agricultural Policy after 2020 should mobilise both direct payments and rural development pillars, in order to pave the way for the introduction of much-needed digital technologies in the farming sector, experts in precision agriculture told euractiv.com. The rising demand for agricultural products, combined with the need to protect the environment, has put pressure on policymakers to find innovative ways to “produce more with less”. In addition, price volatility in food and agriculture markets has highlighted the need to increase European competitiveness worldwide, in order for the sector to survive in the long run. Several stakeholders have claimed that the EU Common Agricultural Policy (CAP) should take advantage of the ongoing “digital revolution” and introduce new technologies to the sector. The concept of “digital” or “precision” farming has taken centre stage in the discussion for the next CAP, covering the 2021-2027 period.

LIVESTOCK

Fujitsu Bets On Connected Cow Technology

Fujitsu has recently invested in what it calls the connected cow. The cows wear an internet connected pedometer that enables the farmers to track their cows to determine the optimum time for artificial insemination. The device looks for an increase in walking activity from cows, which is a sign of entering oestrus when a cow is at its optimum level for getting pregnant. The pedometer monitors the steps the cow takes in a 24-hour period, sending it to the Cloud, analysing the data and accurately identifying when oestrus starts. This data goes to the farmers and lets them know when they can artificially inseminate the cow in the optimal timeframe. The success rate of artificially inseminating cows raises from 44 to 90 per cent when using the connected cow technology.

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PROCESSING

Tetra Pak Pioneers New Generation Of Digital Technologies

Tetra Pak has launched a suite of new services for its customers, focusing on improving the ability to predict machine errors, accelerating response times and giving the customer faster, direct access to Tetra Pak’s global expertise. Powered by Microsoft technology, these breakthrough digital solutions will boost manufacturers’ efficiency, cut costs, ensure food safety and, ultimately, drive their business forward. Tetra Pak showcased the technologies in collaboration with Microsoft.

E-GOVERNMENT

The Digital Single Market

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LOGISTIC

The Future Of Logistics Technology

Rapid technology advancements are changing the logistic and transportation industry. It wasn't long ago that the Internet of Things (IoT), automation and drone delivery were pure science fiction. Nowadays, however, transportation companies are integrating them into their operations to provide faster, cheaper and more reliable delivery. Here’s a look at the five major trends that will shape the future of logistics technology. 1. Increasing Use of the Internet of Things 2. Growth of Bluetooth Technology 3. Use of Robots to Make the Logistics Industry More Efficient 4. Autonomous Vehicles to Change Logistics Technology 5. Electronic Logging Devices

Completing the Digital Single Market could contribute €415 billion per year to Europe’s economy, create jobs and significantly improve public services. Last year’s findings reveal that the vision of the Digital Single Market is further taking shape. The gap between service provision for national and foreign users is narrowing, as three out of five (60%) online services are now available across national borders. The usability for cross-border services hasalso improved (currently standing at 78%). This shows that citizens and businesses find themselves with access to advanced online help, support and complaint functionalities. Continuity in sharing best practises allows public authorities across Europe to keep learning in order to improve their online services. Persistent eGovernment innovation will realise the benefits of the Digital Single Market and change the nature of the relationship between public organisations and citizens for the better.

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