eGOVERNANCE AND ICT USAGE REPORT FOR SOUTH EAST EUROPE – 2nd EDITION by UNDP in BiH

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Sarajevo, 2010

The UNDP is the global development network of the UN, an organisation advocating for change and connecting countries through knowledge, experience and resources to help people build a better life. The UNDP is on the ground in 166 countries, working with them on their own solutions to global and national development challenges. As these countries develop their local capacity they can draw upon the people of the UNDP and its wide range of partners. Copyright © 2010 by the United Nations Development Programme (UNDP) in Bosnia and Herzegovina, 48 Maršala Tita, 71000, Sarajevo. Suepervisor: Project Manager: Project Coordinator: Reviewed by:

Armin SIRČO Nicola NIXON Mersiha ĆURČIĆ Yuri AFANASIEV, UN Resident Coordinator; Peter Van RUYSSEVELDT, Deputy Resident Representative; Armin SIRČO, Assistant Resident Representative; Klelija BALTA, Democratic Governance Cluster Coordinator a.i./Gender Advisor; Lucia DESIGIS, Programme Analyst; Nera NAZEČIĆ, Programme Manager e-Leadership for the Western Balkans; Asja ČENGIĆ, Communications Analyst; Marta NOVOVIĆ-MLINARIĆ, Communications Associate; Tarik ZAIMOVIĆ Team Leader and Editor: Zlatan ŠABIĆ Gender Equality Expert: Lejla SOMUN-KRUPALIJA Authors: Regional Perspective: Albania: Bosnia and Herzegovina: Croatia: Kosovo: * Moldova: Montenegro: Romania: Serbia: FYR Macedonia: **

Zlatan ŠABIĆ and Lejla SOMUN-KRUPALIJA Neki FRASHERI and Glejdja JORGALI Zlatan ŠABIĆ and Marina KAVAZ-SIRUČIĆ Domagoj RAČIĆ and Adrijana BANOŽIĆ Besim ILAZI and Bernard NIKAJ Victor BESLIU and Mihai GRECU Ljubiša RADUNOVIĆ and Milijana KOMAR Adrian IONESCU and Raluca TEODOR Marijana VIDAS-BUBANJA and Larisa RANKOVIĆ Zoran JANEVSKI and Nikolče MICKOSKI

ACKNOWLEDGMENTS Thanks also for their significant contribution and support: Albania: Arben RAMA, UNDP and Irena MALOLLI, National Agency on Information Society Bosnia and Herzegovina: Tarik ZAIMOVIĆ, School of Economics and Business; Nera NAZEČIĆ, UNDP and Božidar ŠKRAVAN, Ministry of Communications and Transport Croatia: Nenad KOCMUR, UNDP and Ivana ANDRIJAŠEVIĆ, Central State Administrative Office for e-Croatia Kosovo: Emrush UJKANI, UNDP and Agim KUKAJ, Ministry of Transport and Communications Moldova: Ion COSULEANU, UNDP; Vitalie VREMIS, UNDP and Vitalie TARLEV, Ministry of Information Technology and Communications Montenegro: Francisco ROQUETTE, UNDP; Robert ALEKSIĆ, UNDP and Ružica MIŠKOVIĆ, Ministry for Information Society Romania: Anca STOICA, UNDP Serbia: Olivera PURIĆ, UNDP; Jelena MANIĆ, UNDP and Petar JANJIĆ, Ministry of Telecommunications and Information Society FYR Macedonia: Mihaela STOJKOSKA, UNDP; Darko DUKOVSKI, UNDP and Blagica ANDREEVA, Ministry of Information Society ISBN: 978-92-95092-04-4 12

The views expressed in this report are those of the authors and do not necessarily reflect the views of the United Nations Development Programme. * **

Hereafter referred to as Kosovo within the context of UN Security Council Resolution 1244 (1999). The correct UN name for Macedonia is, “The Former Yugoslav Republic of Macedonia” (abbreviation: FYR Macedonia), as per the official UN Member States list: (http://www.un.org/en/members/ index.shtml#t), hereafter referred to as "FYR Macedonia", but alphabetically listed under the letter "T".

Foreword

The marriage of Information and Communications Technologies (ICT) and Governance has become instrumental in providing an “enabling environment” for overall governance and public administration reforms. The use of ICT can significantly help meet the challenges in the area of economic development and democratic advancement. ICT is a powerful driver of globalization, and international cooperation across frontiers has become a powerful instrument of accelerated development. Differences in economic performance between industrialised countries can be correlated to the level of ICT utilization, investment and research, as well as to the competitiveness of an information society and the media sector. ICT services, skills, media and content are a growing part of the economy and of society. In recent years developments in ICT have gained pace and arrived at the threshold of massive growth in information society and media. This has been made possible by widespread high-speed communications that connect multiple devices. Traditional content is now increasingly available in digital format and new services that are “born digital” are constantly emerging. ICT is becoming smarter, smaller, faster, always connected and easier to use, with content moving to multimedia Internet-based formats. Ever since the “pioneering” period of 2002-2004, when the first strategic regional initiatives started to systemically address these issues, the SEE countries have become increasingly aware of the need to also 3

systematically track the implementation and impact of policies and strategies in the area of eGovernance, ICTrelated initiatives, programmes and projects, including eServices and other applied IT solutions. Following the successful implementation of the “eSEE Agenda for the Development of the Information Society in SEE” (2002-2007) and, in light of the fact that the new regional action plan for eGovernance and ICT development (“eSEE Agenda Plus”, 2007-2012) was adopted by nine SEE governments at the October 2007 Ministerial Conference in Sarajevo (hosted by UNDP, the Government of BiH, the Stability Pact for SEE and the EC), the timing for the issuance of this second edition of the report has become increasingly appropriate This report is intended to provide an updated ICT profile of the SEE region that includes an updated status report on the implementation of eSEE Agenda Plus objectives. As such, it will provide strategic support to policy and decision-makers and will serve as an advocacy paper for the eGovernance development agenda. We hope it will draw the attention of governments, at all levels, and of civil society, to the significance of an integrated approach towards an information society and eGovernance development, but also to the need for the systematic benchmarking of progress in this area.

Yuri Afanasiev UN Resident Coordinator in Bosnia and Herzegovina

Executive Summary

Understanding that more proactive policies are needed in order to respond to the constantly accelerating technological change and global competition, the EU has reaffirmed its commitment to the Information Society by adopting a new strategic framework i2010 (European Information Society 2010), which lays out the broad policy orientation1. It promotes an open and competitive digital society and emphasises Information and Communications Technology (ICT) as a driver for inclusion and quality of life. Against this background, South East Europe (SEE) needs to accelerate the process of building open information societies and knowledge economies in order to keep pace on the road to European integration. Albania, Bosnia and Herzegovina, Croatia, Kosovo2, Moldova, Montenegro, Romania, Serbia and FYR Macedonia3 have increased their efforts aimed at European integration and demonstrated a strong political will and desire to join the EU. Whereas Romania has already completed the EU accession process the Western Balkans countries, while making visible progress, still have to significantly improve their democratic governance practices and align them with European standards. The current scarcity of data and records on information society developments in SEE represents a serious drawback for the SEE region, particularly in light of the fact that the EU integration process requires the 1

www.europe.eu.int/i2010 Hereafter referred to as Kosovo within the context of UN Security Council Resolution 1244 (1999). The correct UN name for Macedonia is, “The Former Yugoslav Republic of Macedonia” (abbreviation: FYR Macedonia), as per the official UN Member States list: (http://www.un.org/ en/members/index.shtml#t), hereafter referred to as “FYR Macedonia”, but alphabetically listed under the letter “T”.

establishment of regular benchmarking processes in the area of eGovernance and ICT in general.4 Therefore, the provision of comparative analysis on the current status of the ICT sector and the implementation of eGovernance strategies in South Eastern Europe has become an imperative. Following the successful realisation of the “ICT Sector Status and Usage Report for SEE: Building Information Society for All”5, led and funded by the UNDP BiH Country Office in cooperation with UNDP Country Offices in the SEE region and UNV in 2003-2004, which provided the first ever comparative overview of the ICT sector its policies and usage in the SEE region, the second edition of the report has been created with the support of the UNDP Democratic Governance Thematic ICT Trust Fund and it provides an insight into the current status in the region for the year 2009.6 This report was created within the framework of the Electronic South Eastern Europe (eSEE) Initiative7 of the Stability Pact for SEE and draws on the premise that information and communications technology is central to the achievement of the Millennium Development Goals. The United Nations Development Programme (UNDP) has been the key supporting organisation for the eSEE Initiative since its formative stages back in early 2002. This is when the UNDP office in Bosnia and Herzegovina became host to the eSEE Secretariat, 4

2 3

6 7

http://ec.europa.eu/information_society/eeurope/i2010/docs/benchmarking/060220_i2010_ benchmarking_framework_nov_2006.doc http://www.eseeinitiative.org/sadrzaj/Organisational/ICT%20Sector%20Status%20Report%20 for%20South-Eastern%20Europe%20Web.pdf Most of the data is from 2009, but some data has also been included from 2008. The main aim of the eSEE Initiative is to better integrate SEE countries into the global, knowledge-based economy by means of regional support to the eGovernance processes and the development of the information society at large.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition the regional knowledge hub and information resource centre, which acts as an executive arm of the eSEE Initiative. A close partnership has been built with the Headquarters of the European Commission (DGINFSO) in light of the work of the eSEE Initiative on aligning national ICT actions with the Lisbon Agenda8 and the implementation of requirements pertinent to the EU accession agenda for the SEE region. Therefore, counterparts of the eSEE Initiative enjoy the strong support of the EC via its in-kind provision of expertise, technical assistance and political support. While the focus of the first generation activities of the eSEE Agenda primarily focused on the formulation of ICT strategies and corresponding eLegislation9 the second generation, articulated through the eSEE Agenda Plus, calls for more elaborate action, such as the formulation of an eGovernance strategic framework and the implementation of the agreed basic set of eServices10. The aim is to contribute towards increasing democratic governance. Hence, the focus of the second edition of the report is mostly centred on assessment and analysis of the current strategic framework and actions within the area of eGovernance. In addition to this, the second edition of the report also addresses questions that arose through gender analysis and gender planning, such as the policy/ legislative environment: “Is it a gender enabling environment?”, “Are women aware of this?”, “If no, why?”, “If yes, do they influence or shape women’s experiences and/or practices?”, “Who supplies the ICT?”, “Who provides support?”, “Who will be paid to provide support and training?”, “Are they men or Currently i2010. eSEE Initiative was proclaimed by the Stability Pact as “one of the best practices in regional cooperation in Stability Pact Practice”: http://www.stabilitypact.org/e-see/default.asp 10 eSEE Agenda Plus, Appendix 1. 8 9

women?” and “Who pays for the ICT infrastructure?” The first part of the report consists of four chapters that provide a regional overview of eGovernance and ICT usage. The first chapter provides the overall ICT profile for the region and sets the context for deeper analysis provided in subsequent chapters. The general conclusion related to the regional ICT profile can probably be summarised as “the infrastructure is there, but more services and content are to be developed and used”. With the exception of Bosnia and Herzegovina, all countries possess a satisfactory legal infrastructure and institutional framework necessary for the development of the information society. The situation has changed drastically since 2002 when “eSEE Agenda for the Development of Information Society in SEE” set the legal and institutional infrastructure as a priority goal. Most of the required laws and regulations have been adopted throughout the region and almost all countries have cabinet-level bodies responsible for the coordination and implementation of IS development. Accessibility has also been improved. With the exception of Albania and Kosovo in relation to certain indicators, all major indicators show satisfactory levels of accessibility to ICT. The Internet penetration rate varies between 30% and 55% (only for Kosovo is this indicator about 21%) with the dominant access being broadband (more than 60% everywhere except for in Montenegro). This means that more than one third of the population in the region uses the Internet via the dominant broadband access, which means that on-line eBusiness solutions have access to a large market in the region and that the provision of on-line eGovernance services is becoming a necessity. The utilisation of ICT in public administration is characterised by a high level of ICT presence (especially

Executive Summary

at the central level), but some indicators show a reduced usage of ICT for daily communications with citizens (within the research that we have conducted during the preparation of this report, more than half of the e-mails sent to the addresses officially dedicated for communication with citizens were never answered). The basic indicator for the utilisation of ICT within education, the number of â&#x20AC;&#x153;Pupils per computer in primary and secondary schoolsâ&#x20AC;? indicator, varies between 15 and 29, with just two exceptions: the very high value of 270 for Kosovo obviously calls for an urgent intervention, while the exceptionally good value of 1.45 in FYR Macedonia shows how systematic and agile action on the part of the government can provide 2 computers for every 3 pupils, which represents a better situation than in most countries with much higher GDP (for example, UK schools had an indicator between 4 and 7 in 2009). The following chapter gives the regional perspective of the implementation status of the eSEE Agenda Plus objectives. The overview is provided in accordance with the lists of priority areas and related objectives defined within eSEE Agenda Plus.11 The analysis provided is very detailed. What is important to notice in this analysis is that most of the countries have a national action plan for implementation of eSEE Agenda Plus, but equally that Bosnia and Herzegovina and Moldova do not. Without this it is hard to expect that the goals will be achieved. Many of the goals have either already achieved or are at the implementation stage, but some call for more agile action. For example, only Romania has adopted a national interoperability framework that is harmonised with the European Interoperability Framework for 11

The eSEE Agenda Plus list of objectives is to be accomplished by the end of 2012, pp. 5-8.

Administrations, even though this goal was planned to be achieved by all countries by the and of 2008. The third chapter provides a regional analysis overall of the stages of the on-line availability of essential G2B and G2C eGovernance services, as defined priorities within eSEE Agenda Plus.12 The overall assessment of the on-line availability of the 13 analysed G2B and 7 G2C services is that service providers typically offer the possibility to obtain the paper form for sending a request to start a procedure, but not the two-way interaction via electronic forms; nor do service providers offer full electronic case handling, not to mention proactive personalised service delivery. There is obviously a great discrepancy between the potential for the provision of on-line services to businesses and citizens (as indicated by good infrastructural indicators and relatively high Internet penetration) and their actual on-line availability. And finally, the last chapter of the first section of the report raises gender issues related to ICT. It is evident that a better gender enabling environment is needed for the process of the development of ICT policies and legislative frameworks in SEE. Cooperation between government institutions are mandated for ICT development and gender mainstreaming has yet to be established in the region. Women have been made aware of the significance of ICT access, usage and its impact on gender mainstreaming processes, but only through lonely independent projects implemented in some SEE countries. However, as yet this process is neither a part of regular ICT practice nor that of gender mainstreaming practice. International projects that have supported the development of ICT have not recognised the 12

eSEE Agenda Plus, Appendix 1

eGovernance and ICT Usage Report for South East Europe - 2nd Edition significance of gender issues. Equally, those projects aimed at empowering women and promoting gender mainstreaming have identified equal access and the use of ICT as an issue, but have failed to set this as a priority. The second part of the report provides a more detailed assessment of the on-line availability of 20 essential eGovernance services for each of the countries. It is a very detailed analysis that also includes a list of service providers accompanied by web addresses for available services. The third part of the report provides a very detailed description of ICT profiles for each of the participating countries. This is also a very useful and important part of the report as many of the indicators and much of the relevant information are not directly comparable between countries. The report also has three annexes. While the third annex provides a detailed description of the methodology used for the assessment of the on-line availability of eGovernance services, the first and second annex provide more concrete information and analyses as the integral part of the report. The first annex provides a short selection of initiatives, programmes and or projects that have proven to be successful and have utilised good practice in relation to eGovernance developments within the region. The second annex emphasises the importance of systematic benchmarking in the area of information society development. It identifies the gap that exists between the Benchmarking Framework 2010, as defined by the EC, and the realistic options for benchmarking within SEE. As expected, there is a relatively good situation in Romania, since Eurostat regularly publishes many of the indicators; however, the good scores in Serbia, 8

Croatia and FYR Macedonia (generally assessed as close to the statement that the indicators are not regularly published but can be easily generated through regularly available public data) may come as a bit of a surprise to anyone who is unaware of the systemic efforts that have been made by those countries in relation to information society development over the last several years. Less surprising are the very low scores for the other countries. The almost total absence of systematic, institutionalised benchmarking for progress made in the area of ICT and information society is also indicated. Thus, this short executive overview of the report can be appropriately concluded by the statement that the facts related to the existence of a huge benchmarking gap should be alarming for the respective governments, because no policy making and no assessment of the appropriateness of a particular policy can be done without the systematic benchmarking of progress.

Contents in Brief Introduction 25 1

The Goals of the eGovernance and ICT Usage Report for South East Europe ��27

Target Audience �� 28

Report Structure �� 28

4 Methodology ��30 5

The Process used to Create the Report �� 31

Part I: The Regional Perspective 33 6

The SEE ICT Profile ��35

The Status of eSEE Agenda Plus Objectives ��44

eGovernance Services ��67

Gender perspective �� 71

Part II: eGovernance Services Assessment per Participating Country 79 10 Albania ��81 11 Bosnia and Herzegovina �� 89 12 Croatia ��104 13 Kosovo �� 110 14 Moldova �� 116 15 Montenegro �� 123 16 Romania ��128 17 Serbia �� 136 18 FYR Macedonia ��140 Part III: Country ICT Profiles 147 19 Albania ��149 20 Bosnia and Herzegovina �� 171 21 Croatia �� 191 22 Kosovo �� 204 23 Moldova �� 217 9

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 24 Montenegro ��247 25 Romania ��256 26 Serbia ��272 27 FYR Macedonia �� 304 Annex I: Good Practice 315 Annex II: The Benchmarking Gap and Awareness on IS development 335 Annex III: Methodology for the Assessment of the on-line Availability of eGovernance Services

351

Contents Introduction 25 1

The Goals of the eGovernance and ICT Usage Report for South East Europe ��27

Target Audience �� 28

Report Structure �� 28

4 Methodology ��30 5

The Process used to Create the Report �� 31

Part I: The Regional Perspective

The SEE ICT Profile ��35

6.1 Legal Infrastructure ��35

6.2 Institutional Framework ��36

6.3 Accessibility ��37

6.4 Utilisation of ICT in Public Administration ��39

6.5 Utilisation of ICT within Education ��43

The Status of eSEE Agenda Plus Objectives ��44

eGovernance Services ��67

Gender perspective �� 71

9.1 SEE Gender Issues and ICT �� 71

9.1.1

The Gender Digital Divide �� 71

9.1.2

Gender Gap in ICT narrowed ��72

9.1.3 Recommendations �� 74

9.2 SEE Gender and ICT Legal and Institutional Framework �� 75

9.2.1 Albania �� 75

9.2.2

9.2.3 Croatia ��76

9.2.4 Kosovo ��76

9.2.5 Moldova ��77

9.2.6 Montenegro ��77

9.2.7 Romania ��78

Bosnia and Herzegovina �� 75

eGovernance and ICT Usage Report for South East Europe - 2nd Edition

9.2.8 Serbia ��78

9.2.9

FYR Macedonia ��78

Part II: eGovernance Services Assessment per Participating Country

10 Albania ��81

10.1 The Overview ��81

10.2 Analysis in Detail ��83

10.2.1

G2B Services ��83

10.2.2

G2C Services ��87

11 Bosnia and Herzegovina �� 89

11.1

The Overview �� 89

11.2 Analysis in Detail �� 90

11.2.1

G2B Services �� 90

11.2.2

G2C Services �� 96

12 Croatia ��104

12.1 The Overview ��104

12.2 Analysis in Detail �� 105

12.2.1

G2B Services �� 105

12.2.2

G2C Services �� 107

13 Kosovo �� 110

13.1

The Overview �� 110

13.2 Analysis in Detail ��111

13.2.1

G2B Services ��111

13.2.2

G2C Services �� 114

14 Moldova �� 116

14.1 The Overview �� 116

14.2 Analysis in Detail �� 117

14.2.1

G2B Services �� 117

14.2.2

G2C Services ��120 12

Contents

15 Montenegro �� 123

15.1

The Overview �� 123

15.2 Analysis in Detail ��124

15.2.1

G2B Services ��124

15.2.2

G2C Services ��126

16 Romania ��128

16.1 The Overview ��128

16.2 Analysis in Detail ��129

16.2.1

G2B Services ��129

16.2.2

G2C Services �� 133

17 Serbia �� 136

17.1

The Overview �� 136

17.2

Analysis in Detail �� 137

17.2.1

G2B Services �� 137

17.2.2

G2C Services �� 139

18 FYR Macedonia ��140

18.1 The Overview ��140

18.2 Analysis in Details �� 141

18.2.1

G2B Services �� 141

18.2.2

G2C Services �� 143

Part III: Country ICT Profiles

147

19 Albania ��149

19.1 Legal Infrastructure ��149

19.2 Institutional Framework �� 151

19.3 Accessibility �� 152

19.4 Utilisation of ICT in public administration �� 156

19.5 Utilisation of ICT within education ��162

19.6 Know-how and human resources ��164

19.6.1

Institutions Related to eGovernance Development �� 165 13

eGovernance and ICT Usage Report for South East Europe - 2nd Edition

19.6.2

Major Providers of eGovernance Solutions �� 165

19.7 Major Projects Related to eGovernance Development ��168

19.8 Active Donors in the Area of eGovernance and ICT �� 170

19.9 Important Events Related to eGovernance �� 170

20 Bosnia and Herzegovina �� 171

20.1 Legal Infrastructure �� 171

20.2 Institutional Framework �� 173

20.3 Accessibility �� 174

20.4 Utilisation of ICT in public administration �� 178

20.5 Utilisation of ICT within education �� 181

20.6 Know-how and human resources �� 185

20.6.1

Institutions Related to eGovernance Development ��186

20.6.2 Major Providers of eGovernance Solutions ��188

20.7 Major Projects Related to eGovernance Development ��189

20.8 Active Donors in the Area of eGovernance and ICT ��190

20.9 Important Events Related to eGovernance ��190

21 Croatia �� 191

21.1

Legal Infrastructure �� 191

21.2 Institutional Framework ��192

21.3 Accessibility ��192

21.4 Utilisation of ICT in public administration ��194

21.5 Utilisation of ICT within education ��196

21.6 Know-how and human resources ��198

21.6.1

Institutions Related to eGovernance Development ��198

21.6.2

Major Providers of eGovernance Solutions �� 200

21.7 Major Projects Related to eGovernance Development ��201

21.8 Active Donors in the Area of eGovernance and ICT �� 202

21.9 Important Events Related to eGovernance ��203

Contents

22 Kosovo �� 204

22.1 Legal Infrastructure �� 204

22.2 Institutional Framework �� 206

22.3 Accessibility ��207

22.4 Utilisation of ICT in public administration �� 209

22.5 Utilisation of ICT within education ��212

22.6 Know-how and human resources �� 213

22.6.1

Institutions Related to eGovernance Development �� 213

22.6.2 Major Providers of eGovernance Solutions �� 213

22.7 Major Projects Related to eGovernance Development �� 215

22.8 Active Donors in the Area of eGovernance and ICT ��216

22.9 Important Events Related to eGovernance �� 217

23 Moldova �� 217

23.1 Legal Infrastructure �� 217

23.2 Institutional Framework �� 220

23.3 Accessibility �� 222

23.4 Utilisation of ICT in public administration �� 228

23.5 Utilisation of ICT within education ��232

23.6 Know-how and human resources ��237

23.6.1

Institutions Related to eGovernance Development �� 239

23.6.2

Major Providers of eGovernance Solutions �� 241

23.7 Major Projects Related to eGovernance Development ��243

23.8 Active Donors in the Area of eGovernance and ICT ��245

23.9 Important Events Related to eGovernance �� 246

24 Montenegro ��247

24.1 Legal Infrastructure ��247

24.2 Institutional Framework �� 248

24.3 Accessibility �� 249

24.4 Utilisation of ICT in public administration �� 251

24.5 Utilisation of ICT within education ��252

24.6 Know-how and human resources ��253

24.6.1

Institutions Related to eGovernance Development ��254 15

eGovernance and ICT Usage Report for South East Europe - 2nd Edition

24.6.2 Major Providers of eGovernance Solutions ��254

24.7 Major Projects Related to eGovernance Development ��254

24.8 Active Donors in the Area of eGovernance and ICT ��255

24.9 Important Events Related to eGovernance ��255

25 Romania ��256

25.1 Legal Infrastructure ��256

25.2 Institutional Framework ��257

25.3 Accessibility ��258

25.4 Utilisation of ICT in public administration �� 262

25.5 Utilisation of ICT within education �� 264

25.6 Know-how and human resources �� 268

25.6.1

Institutions Related to eGovernance Development �� 269

25.6.2

Major Providers of eGovernance Solutions �� 269

25.7 Major Projects Related to eGovernance Development �� 269

25.8 Active Donors in the Area of eGovernance and ICT ��270

25.9 Important Events Related to eGovernance ��270

26 Serbia ��272

26.1 Legal Infrastructure ��272

26.1.1

26.1.2 Laws ��274

Strategies and Action Plans ��272

26.2 Institutional Framework ��278

26.3 Accessibility �� 280

26.4 Utilisation of ICT in public administration ��287

26.5 Utilisation of ICT within education ��295

26.6 Know-how and human resources ��293

26.6.1

Institutions Related to eGovernance Development �� 296

26.6.2 Major Providers of eGovernance Solutions ��297

26.7 Major Projects Related to eGovernance Development �� 298

26.8 Active Donors in the Area of eGovernance and ICT �� 300

26.9 Important Events Related to eGovernance ��301

27 FYR Macedonia �� 304

27.1

Legal Infrastructure �� 304

27.2 Institutional Framework ��305

27.3 Accessibility �� 306

27.4 Utilisation of ICT in public administration �� 306

27.5

27.6 Know-how and human resources �� 309

Utilisation of ICT within education ��305

27.6.1

Institutions Related to eGovernance Development �� 311

27.6.2

Major Providers of eGovernance Solutions �� 311

27.7 Major Projects Related to eGovernance Development �� 311

27.8 Active Donors in the Area of eGovernance and ICT �� 312

27.9 Important Events Related to eGovernance �� 312

Annex I: Good Practice

315

Annex II: The Benchmarking Gap and Awareness on IS development

335

Annex III: Methodology for the Assessment of the on-line Availability of eGovernance Services

351

List of Charts Chart 1:

Fixed telephony penetration within the region ��37

Chart 2:

Mobile telephony penetration within the region ��38

Chart 3:

Mobile network territorial coverage within the region ��38

Chart 4:

Internet penetration within the region ��38

Chart 5:

Percentage of broadband Internet access within the region ��38

Chart 6:

Internet penetration in households within the region ��39

Chart 7:

Companies with Internet connections within the region ��39

Chart 8:

Percentage of government institutions using networked infrastructure within the region ��39

Chart 9:

Percentage of government institutions that use the Internet within the region �� 40

Chart 10: Pupils per computer in primary and secondary schools within the region ��43 Chart 11: Internet access in primary and secondary schools within the region ��43 Chart 12: Broadband Internet access in primary and secondary schools within the region ��44 Chart 13: Type of e-mail address per organisation ��162 Chart 14: Distribution of problematic e-mails ��162 Chart 15: Distribution of e-mail answers ��162 Chart 16: Number of subscriber lines of the land telephone network in BiH �� 175 Chart 17: Number of mobile subscribers and approximate population of Bosnia and Herzegovina �� 176 Chart 18: Mobile telephony penetration in BiH 2004-2009 �� 177 Chart 19: Percentage of government employees using a personal computer in BiH �� 178 Chart 20: Percentage of government institutions connected by LAN in BiH �� 179 Chart 21: Types of Internet connection – municipalities in BiH ��180 Chart 22: Presence of special-purpose software in BiH municipalities ��180 Chart 23: Number of pupils/students per computer in BiH ��182 Chart 24: Type of Internet access in schools in BIH ��184 Chart 25: CARNet �� 197 Chart 26: Wi-FI and Optic Networks in Kosovo �� 208 19

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Chart 27: Fixed and mobile telephony penetration in Moldova (%) �� 224 Chart 28: The number of computers and Internet users per 100 inhabitants in Moldova ��225 Chart 29: Internet usage over the last 12 months in Moldova ��225 Chart 30: Demographics of Internet users in Moldova, by percentage ��225 Chart 31: Usage areas for the Internet population in Moldova, by percentage �� 226 Chart 32 : The number of computers in schools in Moldova (thousands) ��235 Chart 33: The dynamic of growth for the RENAM network external connectivity capacity �� 236 Chart 34: Structure of broadband Internet connections in Romania ��259 Chart 35: Evolution of the penetration rate for the mobile communications market in Romania ��261 Chart 36: Fixed communications service coverage in Romania ��261 Chart 37: Households equipped with computers in urban and rural Romania �� 262

List of Tables Table 1:

Regional overview of central bodies responsible for IS development ��37

Table 2:

Regional Overview of Availability of G2B Services �� 69

Table 3:

Regional Overview of Availability of G2C Services ��70

Table 4:

The Percentage of Female led enterprises with broadband access ��72

Table 5:

Frequency of use of e-mail services and other Internet applications by pupils and students in Romania ��73

Table 6: Comparative data on Accessibility for 2000 and 2007 in Albania �� 154 Table 7:

Application of ICT in public administration in Albania �� 161

Table 8: Secondary schools equipped with computer labs and Internet connections in Albania �� 163 Table 9: Number of pupils in primary and secondary schools in Albania �� 163 Table 10: Number of pupils and PCs in primary and secondary schools in Albania ��164 Table 11: Students that graduate in ICT in public universities in Albania (Source: Instat) �� 165 Table 12: Companies working in the ICT sector in Albania �� 167 Table 13: Main Internet Service Providers in Albania ��168 Table 14: Major projects in public administration in Albania �� 170 Table 15: Main characteristics of the land telephone network in BiH �� 176 Table 16: Main characteristics of the mobile telephone network in BiH �� 177 Table 18: The actual number of students per computer at the surveyed faculties of the University of Sarajevo �� 183 Table 17: Response time for electronic mail of public administration in BiH �� 181 Table 19: Institutions Related to eGovernance Development in BiH �� 187 Table 20: Major Providers of eGovernance Solutions in BiH ��188 Table 21: Major Projects Related to eGovernance Development in BiH ��189 Table 22: Important Events Related to eGovernance in BiH ��190 Table 23: Laws and regulations related to eGovernment and ICT in Kosovo �� 206 Table 24: Government Investment in the ICT Sector in Kosovo �� 211 Table 25: E-mail response Times in Kosovo �� 211 Table 26: Single location schools in Kosovo ��212 21

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Table 27: Schools with more than one location in Kosovo ��212 Table 28: University of Prishtina �� 213 Table 29: Main Companies in the ICT Market in Kosovo ��214 Table 30: The Main Telecommunications Providers in Kosovo ��214 table 31: Major Projects Related to eGovernance Development in Kosovo ��216 Table 32: Indicators on ICT infrastructure and access in Moldova �� 224 Table 33: Indicators of ICT usage in public administration in Moldova �� 231 Table 34: Indicators on ICT usage within education in Moldova by 1st July 2009. ��234 Table 35: Institutions Related to eGovernance Development in Moldova �� 240 Table 36: Major Providers of eGovernance Solutions in Moldova �� 242 Table 37: Major Projects Related to eGovernance Development in Moldova ��245 Table 38: Investment by the Government of Montenegro in ICT �� 251 Table 39: Internet connections by type in Romania ��258 Table 40: Penetration rate of broadband Internet access in Romania ��258 Table 41: Dynamics of the number of broadband Internet connections in Romania �� 260 Table 42: Mobile communications service coverage in Romania ��261 Table 43: Percentage of networked computers in public administration in Romania 2006 and 2007 �� 262 Table 44: Percentage of local government computers connected to the Internet in Romania �� 263 Table 45: The use of computers by pupils enrolled in primary and secondary education in Romania �� 264 Table 46: Frequency of use of e-mail services and other Internet applications by pupils and students in Romania ��265 Table 47:

Frequency of use of e-mail services and other Internet applications by pupils and students in Romania (genderised) �� 266

Table 48: Use of Computers in higher education in Romania �� 266 Table 49 Locations for computer usage by pupils and students in Romania ��267 Table 50: Schools with an Internet connection and computers connected to the Internet in Romania ��267 Table 51: Statistical indicators for higher education in Romania �� 268 Table 52: Important events related to eGovernance in Romania �� 271 22

List of Tables

Table 53: Internet penetration rate in Serbia for the period 2006-2009 �� 280 Table 54: Number of Internet subscribers in relation to access technology in Serbia in 2008 ��281 Table 55: Broadband Internet subscribers in Serbia (in thousands) and the penetration rate in percentage �� 282 Table 56: Internet connection type in Serbian households from 2007 to 2009 expressed in percentage �� 283 Table 57: The Fixed telephony and cable distribution systems in Serbia �� 284 Table 58: Mobile telephony operators in Serbia �� 284 Table 59: Mobile telephony in Serbia �� 285 Table 60: Percentage of Serbian households, according to income, that owned a computer in 2009 ��287 Table 61: Percentage of households with Internet access, according to settlement type, in 2009 ��287 Table 62: Ratio of employees at the local self-government level who have access to a computer �� 288 Table 63: Percentage of local self-government employees with Internet access �� 289 Table 64: Response times for ministries that responded to the e-mail query �� 290 Table 65: Response times for towns and municipalities that responded to the e-mail query �� 290 Table 66: Type of Internet connection for researched primary and secondary schools in Serbia 2009 ��293 Table 67: Response times for electronic mail by public administration in FYR Macedonia �� 308 Table 68: Major projects related to eGovernance development in FYR Macedonia �� 312

Introduction

The Goals of the eGovernance and ICT Usage Report for South East Europe The principal goal of the eGovernance and ICT Usage Report for South East Europe - 2nd Edition is to review and analyse the existing policies and strategies that have an impact on the eGovernance arena and the ICT Sector as well as to provide an assessment of related eGovernance services. More specifically, the report is intended to: • provide an updated ICT profile of the SEE region; • provide a status report on the implementation of eSEE Agenda Plus objectives; • track and record the policies, strategies and developments in the area of eGovernance; • map donors active in the area of eGovernance and ICT at large; • identify, collect and codify available know-how in SEE in the area of ICT for information society development; • promote awareness of good practice in the area of ICT and eGovernance; • draw the attention of government, at all levels, and civil society to the significance of an integrated approach to information society and eGovernance development, and encourage a culture of 27

information sharing and coordination amongst governance institutions with different mandates so as to achieve sustainable development; • provide mapping of gender equality mechanisms in SEE and present evidence on how gender equality can contribute towards the development of information society; • raise awareness on the significance of equal access to ICT services and skills for women and men, girls and boys; • raise awareness on the significance of equal access to ICT services and skills for socially excluded groups; • raise awareness on the importance of systematic benchmarking in the area of information society development and strengthen the partnership with the European Commission by assisting the countries of SEE to meet one of the EU accession obligations: to introduce a regular benchmarking mechanism for measuring information society development; • create a baseline for future benchmarking in the area of information society development; • through the process of preparing the report, help create new and strengthen existing networks among ICT experts, practitioners and decision makers involved in the joint eGovernance development agenda in SEE.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition

2 Target Audience

3 Report Structure

This report is primarily intended to be used by national governments for policy making and planning purposes. In addition to the country specific reports particular governments will also gain an insight into the ICT profile of their country in terms of the regional perspective, which can be of particular benefit. All local governance structures are an important target group for the report as it provides an analysis of on-line availability of eGovernance services that are mainly delivered at the local governance level. This report can also be used as a good information source for those stakeholders interested in specific developments in the ICT sector within the region. One such group is the donor community, particularly the European Commission. It would be of interest to the European Commission as a means to compare progress in the region of SEE with that of progress among EU countries by using the same indicators. The private ICT sector would also be interested in specific developments in the ICT sector within the region. This report will be a useful source of information for the ICT industry in terms of expected demand over the forthcoming years. The general public, academic community and NGO sector can also benefit from this report as an information source to support demands and draw the attention of governments to the significance of an integrated approach towards Information Society and eGovernance development.

Part I: Regional Perspective This Report provides a regional perspective for the following issues:

This chapter provides the overall ICT profile for the region and sets the context for deeper analysis provided in subsequent chapters. It includes partly narrative and partly quantitative information as shown below. • Status of legislation related to information society developments in the SEE region. • Overview of the institutional eGovernment infrastructure in the SEE region. • Accessibility and usage of ICT (broadband availability and usage, Internet usage, etc). • Utilisation of ICT within government institutions. • Utilisation of ICT within education.

2. Status of eSEE Agenda Plus Objectives This chapter gives the regional perspective of the implementation status of eSEE Agenda Plus objectives. The overview is provided in accordance with the lists of priority areas and related objectives defined in eSEE Agenda Plus13.

The SEE ICT Profile

eSEE Agenda Plus, list of objectives to be accomplished by the end of 2012, pp. 5-8.

Introduction

3. eGovernance Services The regional overview of the stages of the on-line availability of essential eGovernance services is defined as the priorities in eSEE Agenda Plus14.

• institutional eGovernment infrastructure; • accessibility and usage of ICT (broadband availability and usage, Internet usage, etc); • utilisation of ICT by government institutions; • utilisation of ICT within education;

4. Gender Perspective

each country chapter provides additional informaThis report represents one of the first attempts to tion on: raise gender issues related to ICT, not only at the • know-how and human resources; policy level but also by national institutions in the • institutions relevant to eGovernance countries of SEE. The data collected for this report is development; to the greatest possible extent gender disaggregated • major providers of eGovernance solutions; and recommendations on how to collect such data in • major projects related to eGovernance the future, in order to ensure that gender gaps do not development; occur or to be able to monitor them, has been made • active donors in the area of eGovernance and available. ICT; • important events related to eGovernance.

Part II: eGovernance Services Assessment per Country

Annex I: Good Practice

This annex provides a short selection of initiatives, This section of the report provides a more detailed programmes and or projects that have proved to be assessment of the on-line availability of 20 essential successful and have utilised good practice in relation eGovernance services for each of the countries covered. to e-governance developments within the region. Annex II: Benchmarking Gap and Awareness of IS Development

Part III: Country ICT Profiles

This report has an annex that emphasises the importance In addition to the regional perspective, this report of systematic benchmarking in the area of information provides more detailed information on the general ICT society development. It identifies the gap that exists profiles of each of the participating countries. between the Benchmarking Framework 2010, as defined In addition to the following: by the EC, and the realistic options for benchmarking • status of legislation related to information in SEE. society developments, 14

eSEE Agenda Plus, Appendix 1.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Annex III: Methodology for the Assessment of the During the preparation of this report no particular On-line Availability of eGovernance Services methodology was deemed to be the best. Rather, we took the position that the goals that needed to be achieved This annex provides a detailed description of the and the context of the research should determine what methodology used for assessment of the on-line methodology, or combination of methods, would be most availability of e-Governance services, which is appropriate. necessary for gaining a better understanding of the Taking into consideration the goals and context in presented results. which the report was to be created, we accepted the below stated set of principles to define the most suitable methodology for the creation of the report.

4 Methodology

There are many methodologies that can be used for the benchmarking of the information society and eGovernance measurement. Some are based on a comprehensive system of indicators (such as the SIBIS15 system of indicators) and require extensive primary research. Some methodologies combine qualitative analyses and quantitative indicators16, while others are more frameworks than methodologies17. There are also methodologies that are focused on an analysis of only one segment of information society development18. Of course, there are also methodologies that do not originate in the EU, such as those used for World Economic Forum Information Technology Competitiveness reports19. “SIBIS - New eEurope Indicator Handbook”, November 2003: prepared by the University of Applied Sciences, Solothurn, Northwest Switzerland (FHSO) within the context of the IST-26276-SIBIS project: “SIBIS - Statistical Indicators Benchmarking the Information Society” (www.sibis-eu.org). 16 Such as methodologies used for the creation of i2010 Annual Information Society Reports: European Commission Information Society and Media (http://ec.europa.eu/i2010). 17 “i2010 Benchmarking Framework” of the i2010 High Level Group, 2006. 18 The Capgemini Methodology for Benchmarking the Supply of On-line Public Services was particularly interesting for the creation of this report, since it assesses 20 common public services that reflect the status of the eGovernment area. See: “The User Challenge Benchmarking the Supply of On-line Public Services”, created by Capgemini for the European Commission, 2007. 19 “The Global Information Technology Report 2008-2009”, World Economic Forum and INSEAD, 2009. 15

• Blended analysis and recommendations, with an emphasis on analysis. In order to achieve the set goals and reach the target audience the report needed to achieve a careful balance between analysis and recommendations, where the analytical aspect held the major consideration. The report is mostly a source of information, rather than a policy or strategy paper. It is intended to provide clear, accurate and as up-to-date as possible data accompanied by expert level analysis. It contains some recommendations aimed at improvements, but they are not necessarily structured in the form of policy or strategy. The recommendations are also based on expert opinion and made within a politically neutral context. • Based on secondary research. The creation of this report had significant financial, timeframe and institutional limitations and thus it was only possible to conduct limited primary research.

Introduction

The major part of the research was based on the use of existing published results of primary research conducted in the SEE region, as well as publicly available data from institutions.

the level of inability of a country to systematically use the benchmarking methodology and indicators as defined by the EU. Putting all of this together, the methodology that was used for the creation of this report was based • Resulting in a simple medium sized report on secondary research and followed the structure of eSEE Agenda Plus. The emphasis on eGovernance The intention was to create a simple report that could be was achieved through a more detailed assessment read by different audiences. One of the important goals of the accessibility of public services, defined as of the report was to draw the attention of government, priorities within eSEE Agenda Plus and assessed at all levels, and civil society to the significance of an using a methodology that was essentially based on integrated approach towards information society and the Capgemini Methodology21 for Benchmarking the eGovernance development. This was so that a wide Supply of On-line Public Services. audience, especially decision makers, should be able to quickly read and interpret the report’s findings.

5 The Process used to

• Compatibility with EC benchmarking methodologies

Create the Report

All eSEE participants are undergoing different stages of the EU integration process (Romania is already an EU member state) and therefore the use of similar methodology to the one defined by the EU had many advantages20. First of all, our intention was to “test” the methodology before the eSEE participants reached the status of Member State, as at that stage EU benchmarking would be obligatory. Furthermore, as a consequence of certain difficulties that arose in regard to the use of such a methodology, some issues were uncovered in relation to the “benchmarking gap”: 20

Actually, there is no single EU benchmarking methodology for information society and eGovernance development, but some frameworks and methodologies in use could be referenced, such as the aforementioned “i2010 Benchmarking Framework” of the i2010 High Level Group, the methodologies used for the creation of i2010 Annual Information Society Reports and the methodologies used for i2010 Benchmarking of the Supply of On-line Public Services.

The small team that created the eGovernance and ICT Usage Report for South East Europe - 2nd Edition was comprised of a Sarajevo based Project Management and Administration Team, Regional Report Coordinator/Editor (Team Leader) and National Analysts/Researchers (two per each participating country). The Project Management and Administration Team was responsible for the overall project implementation, including operational management. The Regional Report Coordinator (Team Leader) was responsible for the preparation of the first draft of the methodology and the structure of the report, facilitating the research process and the process of drafting reports 21

See: “The User Challenge Benchmarking the Supply of On-line Public Services”, created by Capgemini for the European Commission, 2007.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition as well as drafting the final regional report. The small team of National Analysts consisted of highly experienced and competent experts with broad programmatic experience. Under the guidance and facilitation of the Team Leader, the team of National Analysts was strongly focused on defining the structure of country chapters, which determined the process of the research. The National Analysts who produced the Country Chapters were responsible for its content and quality. They were also involved in the production of the regional report. The work of the National Analysts was operationally coordinated at the regional level by the Project Management and the Administration Team. The UNDP Country offices appointed focal points who supported the work of the national consultants, but also actively participated in the creation of the report. The e-SEE Initiative Secretariat for know-how, resources and networks as well as appointed Senior Policy Officials of the eSEE Initiative were also involved in the process of creating the report, in order to provide a form of quality-control.

Part I:

The Regional Perspective

Part I: The Regional Perspective

The purpose of this report is not to provide an overall analysis of the ICT environment and information society developments within the region, but to give accent to the analysis of certain issues within the SEE region. â&#x20AC;˘ Availability of eGovernance services. â&#x20AC;˘ Status of implementation of eSEE Agenda Plus objectives. â&#x20AC;˘ Analysis of information society benchmarking gap. However, in order to better understand these issues and place them within the proper context a brief analysis of the overall ICT environment is provided for each of the countries. The next chapter provides a short overview of a few key indicators, while far more detail can be found in the country ICT profile chapters.22

Most of the data provided in detailed country reports is from 2009, while some of the data stems from 2008. Therefore, not all data is fully comparable. Therefore please check the detailed country reports as a reference for a more accurate comparison.

6 The SEE ICT Profile 6.1 Legal Infrastructure In relation to the legal infrastructure required for the development of an information society the situation in the region as a whole can be assessed as satisfactory. Comparing it to the situation in 2004/5, when the previous report was prepared, the overall environment has become appropriate for the development of an information society. Almost all countries in the region have adopted all of the major laws and related regulations, with the exception of Bosnia and Herzegovina. Bosnia and Herzegovina has only adopted a few of the laws and even those have yet to come into effect. One example is the Law on the Certification Authority of BiH, which has been adopted but is not in effect. This can be related to the overall political crisis in Bosnia and Herzegovina over the last few years. The next logical step would be the harmonisation of laws and regulation with EC directives. Many of the adopted laws and regulations are already in line with relevant EC legislation, yet the formal process of harmonisation is moving ahead in most of the countries. The exception, of course, is Romania, which has adopted most of the regulations in accordance with the relevant EC directives. A detailed analysis of the legal infrastructure can be

eGovernance and ICT Usage Report for South East Europe - 2nd Edition found in the Country ICT Profile section in the individual chapters of the respective countries.

sometimes causing duplication of work, and nonstrategic investment in IS development. It seems that a central coordination body for 6.2 Institutional Framework information society development is really a conditio sine qua non thus, taking into account the fact that, in One of the highest priority goals set in the eSEE addition to BiH, Kosovo still lacks such an institutional Agenda was the establishment of a cabinet-level framework, the planned establishment of an Agency body to be responsible for the development of an for eSociety, as envisaged by the forthcoming Law on information society, both in terms of coordination Information Society Bodies in Kosovo, is encouraging. and implementation. During the previous period it The overall situation is described below. was proven that those countries that established a strong institutional framework for information society development showed exceptional progress in the implementation of their respective strategies and action plans. Good examples are Croatia and FYR Macedonia, which showed exceptionally fast progress after the adoption of a strategy paper and the establishment of a Ministry of Information Society. The concept of having one responsible coordinating body proved to be correct. A comparison of the good examples of Croatia and FYR Macedonia with the exceptionally bad example of Bosnia and Herzegovina (BiH) illustrates the point. Five years ago the public administration of both FYR Macedonia and Croatia was no better than that of BiH: all structures were already in place, even having a similar “starting point” in terms of rules and procedures inherited from the same common country. All three countries developed and adopted ICT strategies/action plans, but BiH had no coordinating body and thus “nobody” was responsible for the development of the information society and the implementation of adopted action plans. This resulted in the uncoordinated efforts of different institutions, 36

Part I:

The Regional Perspective

Country

Cabinet-level body responsible for the coordination and implementation of IS development

Albania

Minister of State for Reforms and Relations with Parlilament

Bosnia and Herzegovina

None 23

Croatia

Central State Administrative Office for eCroatia

FYR Macedonia

Ministry of Information Society

Moldova

Ministry of Information and Communications Technologies

Montenegro

Ministry for Information Society

Romania

Ministry of Communications and Information Society

Serbia

Ministry for Telecommunications and Information Society

Kosovo

None 24

Table 1: Regional overview of central bodies responsible for IS development 423 2424

6.3 Accessibility The basic ICT infrastructure that is considered here includes fixed and mobile telephony, as well an indicator of Internet penetration. The overall situation with fixed telephony penetration is illustrated in the chart below. Chart 1: Fixed telephony penetration within the region

As can be seen, with the exception of Albania and Kosovo, there is relatively good coverage of fixed telephony. The mobile telephony penetration is illustrated in the chart below. The process for the establishment of an Agency for Information Society Development in BiH began in 2005, yet still nothing has been achieved and no positive progress has been noted over the recent period. 24 Establishment of a new Agency for eSociety is envisaged under the forthcoming Law on Information Society Bodies. 23

eGovernance and ICT Usage Report for South East Europe - 2nd Edition One of the key indicators related to information society development is Internet penetration.

Chart 2: Mobile telephony penetration within the region

The low level of fixed telephony penetration in Albania Chart 4: Internet penetration within the region is probably compensated for by the relatively high penetration of mobile telephony, which is not the It is important to note that FYR Macedonia has case with Kosovo. already reached the eSEE Agenda Plus goal of 50% Internet penetration and that the other countries are The trend of using more mobile communication is getting closer to it. additionally emphasised by the fact that the whole Considering broadband connections as the dominant region has almost 100% mobile network territorial type and the relatively high level of Internet penetration coverage. in households and businesses, we can say that the basic Internet infrastructure is quite adequate within the region.

Chart 3: Mobile network territorial coverage within the region Chart 5: Percentage of broadband Internet access within the region

Part I:

The Regional Perspective Even though there are differences, the overall assessment of accessibility within the SEE region is rather positive and therefore we can say that the basic infrastructure is already in place, ready for usage for reach content and sophisticated services.

Chart 6: Internet penetration in households within the region

6.4 Utilisation of ICT in Public Administration Two important indicators can be assessed to determine the availability of basic infrastructural preconditions for eGovernance services: â&#x20AC;˘ the percentage of government institutions that use some form of networking services; â&#x20AC;˘ the percentage of government institutions that are connected to the Internet.

Chart 7: Companies with Internet connections within the region

Usage of networked computer infrastructure is quite It is interesting to notice that Albania, which has a common within the region, as can be seen from the relatively low level of fixed telephony and overall graph below. Internet penetration, has quite a high percentage of companies connected to Internet (84%). Whereas Bosnia and Herzegovina, with more than double the Internet penetration rate and a much better fixed telephony infrastructure, has only 30% of companies connected to the Internet. Higher Internet penetration relates to the higher usage of the Internet in households. This shows that the overall business environment is probably a more important factor in Chart 8: Percentage of government institutions using networked infrastructure within the region determining the use of the Internet by business as opposed to the infrastructure itself.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Central institutions are mostly fully networked (with In order to assess the response time of institutions the exception of Albania and BiH), while the local level responding to e-mail queries, the following primary is also quite well covered. research was conducted for each of the participating countries: The situation with regard to usage of the Internet is • mailing lists of local and central administration even better, as can be seen in the chart below. institutions were made; • a simple query was sent to the mailing list (containing a uniform text which explained that the mail had been sent for research purposes); • response times were measured (if it exceeded 2 weeks it was concluded that the e-mail address was not active).

Chart 9: Percentage of government institutions that use the Internet within the region

Again, we can say that quite a good infrastructure is already in place and that the real question is its utilisation related to eGovernance services. A more thorough analysis of the on-line availability of these services is provided under the “eGovernance Services” chapter of this report. During the preparation of this report a modest amount of primary research was conducted to at least “check” the simplest level of usage of this relatively good infrastructure by government officials: the usage of e-mail communication.

Part I:

The Regional Perspective

The overall results are shown in the table shown below.

Albania

BiH

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

TOTAL

Total sent

210

254

200

238

300

191

1,625

Valid

120

219

163

205

275

161

1,368

257

Responded in 1 day

387

Responded in 2 days

Responded in 3 days

Responded in 4 days

Invalid

5 6

Responded in 5 days Responded in 2

Total response

106

No response

113

125

145

weeks

519

181

849

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Analysis of valid e-mails in percentage terms are as shown in the table below. Albania

Valid

BiH

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

TOTAL

100%

Responded in 1 day

41%

57%

12%

24%

37%

25%

32%

51%

31.11%

Responded in 2 days

3.88%

Responded in 3 days

1,89%

Responded in 4 days

1.41%

Responded in 5 days

0.08%

Responded in 2 weeks

18%

0.5%

2.78%

Total response

18%

48%

61%

23%

29%

45%

34%

47%

64%

41.15%

No response

83%

52%

39%

77%

71%

55%

66%

53%

36%

58.85%

% that responded in 1 day (if a response was received)

85%

94%

53%

82%

81%

74%

68%

79%

77.06%

% that responded within 3 days (if a response was received)

98%

95%

88%

100%

86%

92%

91%

93.56%

Part I:

The Regional Perspective

As we can see, the total response rate was between 18% and 64% (average 41%), which means that more than half of the mail sent to the administration were never answered. This is rather disappointing, yet, to be fair to those who responded, it can be seen that if the administration does respond it responds quickly: on average 77% of responses arrived within one day, while 93.5% responded within 3 days. Please note: Albania was excluded from the calculation as no tracks were recorded on a daily basis.

it can be concluded that, as the potential exists in the Internet and communications infrastructure, it is not being utilised due to the simple fact that schools do not possess a sufficient number of computers. The amazingly low pupil/computer ratio in FYR Macedonia (as well as the many other very good indicators) obviously relates to a high level of investment in ICT by the Government of FYR Macedonia: in 2010 alone a total of 130 Million Euros, or 4.4% of the budget, is planned for ICT investment for government institutions! As the utilisation of ICT requires slow and sometimes 6.5 Utilisation of ICT within Education painful administrative reform and reengineering it can be expected that the investment in FYR Macedonia A very simple, yet quite representative indicator, of will only result in a flourishing of many eGovernment the level of a countryâ&#x20AC;&#x2122;s investment in ICT infrastructure services several years from now, yet progress is already within education is the number of pupils per computer obvious. in schools (primary and secondary). The level of Internet access in schools (also coverage through broadband access) is also relatively good, again with the exception of Kosovo.

Chart 10: Pupils per computer in primary and secondary schools within the region

Please note that lower figures indicate a better situation. As can clearly be seen, an extremely bad situation exists in Kosovo. Considering the relatively good Internet infrastructure in Kosovo this is quite an alarming indicator: 43

Chart 11: Internet access in primary and secondary schools within the region

eGovernance and ICT Usage Report for South East Europe - 2nd Edition

The Status of eSEE Agenda Plus Objectives

Chart 12: Broadband Internet access in primary and secondary schools within the region

In regard to making ICT mandatory in the curricula for all education levels Albania, Bosnia and Herzegovina, FYR Macedonia and Montenegro already have mandatory ICT subjects in primary schools; all of the remaining countries have ICT as an optional subject in primary school and as an obligatory subject at the secondary level. Taking into account the good infrastructural preconditions that currently exist and the relatively good level of Internet penetration, the digital literacy of future generations within the region should not be in question. What is missing for this kind of analysis is the disaggregation of data per various social dimensions, such as gender, urban or rural, income brackets, etc). Unfortunately, such data is generally unavailable. This should be addressed seriously by governments, because a lack of policy and action related to digital literacy can lead to even higher digital divides among different social groups.

This chapter offers a regional perspective of the implementation status of eSEE Agenda Plus objectives. The overview is provided in accordance with the lists of priority areas and related objectives defined within eSEE Agenda Plus25. The overview is provided in a matrix structure that builds on the structure and content of the e-SEE Secretariat status matrix for the implementation of â&#x20AC;&#x153;eSEE Agenda Plus for the development of Information Society 2007-2012â&#x20AC;? (publicly available on www. eseeinitiative.org26).

25 26

The eSEE Agenda Plus list of objectives is to be accomplished by the end of 2012, pp. 5-8. The latest data from the status matrix was provided by the appointed government officers that work in the respective ministries, as well as by observations collected by the e-SEE Secretariat team during field visits to the region in October 2009. The matrix has been extensively updated, but some data is different and in certain cases different sources provide contradictory data on some items. These differences are the result of an overall absence of primary research and the presence of regular benchmarking in the region; therefore they are to be expected.

Part I:

The Goal

The Regional Perspective

Albania

Bosnia and Herzegovina

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

Yes.

No.

Yes.

Yes/No.

The Central State Administrative Office for eCroatia defines the annual implementation plan for eCroatia, which encompasses the eSEE Agenda Plus indicators.

Yes/No. The Strategy for Information Society development in Montenegro 2009 - 2013 has been adopted, fully in accordance with eSEE Agenda Plus. In charge of this and other related activities is the Ministry for Information Society: the umbrella institution for the organisation and coordination of ICT, eGovernance and information society programmes and initiatives in Montenegro.

Yes/No.

There is no action plan or any other strategy paper related to eSEE Agenda Plus implementation.

Yes/No. Parts of the eSEE objectives are covered under several government documents.28

No.

There is!

There is no national plan, as an official document, regarding the implementation of the eSEE Agenda Plus, but the institution responsible for the participation and the development of relations with eSEE is the MCIS, which is also responsible for follow-up and implementation of the national objectives undertaken by eSEE Agenda Plus.

The Action Plan for eSEE Agenda Plus implementation was adopted in April of 2009.

There is no national action plan for eSEE Agenda Plus implementation in FYR Macedonia as a single document. The realisation of activities for achieving the Agenda goals are incorporated into other strategies and action plans related to information society and eGovernment. The Ministry of Information Society is responsible for coordination and realisation of all activities related to the Agenda.

GENERAL STATUS OF IMPLEMENTATION Is there a national action plan for implementation of eSEE Agenda Plus? Is it adopted? Who participated in its creation? Who is responsible and what for.

It is part of the National ICT Strategy approved in 2009.27

There is no adopted national action plan for the implementation of eSEE Agenda Plus. However, the ministerial annual plan contains actions from eSEE Agenda Plus, included mainly due to the responsible personâ&#x20AC;&#x2122;s insistence. There is a lack of an institutional attitude towards eSEE Agenda Plus implementation.

The main coordinator for the implementation process is the Ministry for Telecommunications and information society. Different Ministries are responsible for different actions.

fusnota 2727 2828

The national action plan has been prepared from the Government under the leadership and coordination of the National Agency for Information Society. It has been drafted including the feedback and consultations with the interest groups such as the private sector, academia, civil society and donor community. The line ministries are responsible for fulfilling specific tasks as outlined in the action plan, whereas the National Agency for Information Society is responsible for the overall coordination process. 28 The latest Strategy 2009-2014 of the Ministry of Transport and Post-Telecommunication asserts to have encompassed all previous papers, including the previous National Strategy for Information Society (20062012) adopted by the same ministry. There is no evidence of a broader participation in its creation. With the appointment of the new TRA Board in September 2009, the eSEE seems to have entered in the agenda and among the priorities of the Telecommunications Regulatory Authority, which is the body instrumental to most of the objectives set by eSEE. 27

eGovernance and ICT Usage Report for South East Europe - 2nd Edition The Goal

Albania

Bosnia and Herzegovina

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

No.

Yes.

No.

Yes.

In 2009 the broadband penetration rate reached 91.8% of the EU27 average (45% in BiH, 49% in EU27). Structure: ADSL Internet access 30.1%, cable Internet subscribers with 13.7%, other 1.2%.

In 2008, the broadband penetration in households reached 55% of the EU27 average (27% in Croatia, 49% in EU27). Broadband penetration in enterprises exceeded the EU27average (88% in Croatia, 81% in EU27).

The penetration of broadband services is at around 100%.

Total broadband coverage (as % of total number of users) 4.2%.

No. Total broadband coverage as % of total number of subscribers: 2009 = 40.93% * 2008 = 32.46% 2007 = 17.96 % Total number of broadband subscribers related to the total population (over 15 years of age): 2009 = 9.52 %

Yes.

Broadband coverage is 2.5%

In mid 2009 the population penetration rate of broadband services for fixed and mobile solutions was 23.61%.

The total of broadband connection in Serbia in 2008 was over 490,000 (55% of the total number of Internet connections).

In the first quarter of 2009, 41.8% of households in FYR Macedonia had Internet access, while 33.8% of all municipalities had broadband Internet access. In 2009 56% of households in the EU27 had broadband Internet access.

I PRIORITY AREA: SINGLE SEE INFORMATION SPACE 1. Availability of high speed broadband networks and secure services. 1a. Increased penetration of broadband services on a technologically neutral basis in telecommunications to reach 50% of the EU average by 2010.

Gender disaggregated data is inconsistent, although there is a significantly greater number of male users.

Fusnota 2929

Estimated value, based on average change in the period of three years, due to the lack of data for all types of connections; population number is based on 2003 census and 2009 estimation

Part I:

The Regional Perspective

The Goal

Albania

Bosnia and Herzegovina

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

1b. Establish regional highbandwidth backbone by 2009 connected to EU.

Yes.

Yes 30

No.

Yes/No.

Yes.

Yes

The main telecommunications company AlbTelecom has an optical backbone in the main areas of the counties with connection from Italy. Some ISPs have their own backbone networks besides Albtelecom. Total capacity of international bandwidth in Albania is about 6 Gbps.

Three main operators are connected with highbandwidth to the EU.

The CARNet network is connected to the pan-European GEANT network (connection speed 10 Gbps).

The Concept of broadband network development in Moldova has been developed and discussed in 2009. It is being coordinated according to government procedures.

The Montenegro Research and Education Network (MREN) activly participates in the GĂ&#x2030;ANT and SEE-GRIDSCI projects (www.mren. ac.me).

In Romania, each national telecommunications operator, according to the annual traffic at the network level, has developed its own backbone, yet this data is not made public. Thus, large operators can reach values of tens of Gbps, whereas international connections have a smaller order of magnitude.

The total capacity of international Internet bandwidth in Serbia is 35Gbps.31

No data from relevant sources can be obtained for connections of highbandwidth backbone networks for operators in FYR Macedonia with international connections.

The bandwidth of Internet international connection per capita in the country in 2009 was 4335.9 bps.

Ratel passed different decisions for operators concerning permission for international connections. 32

3030 3131 3232

The incumbent operator PTK has completed a fibre ring connecting all major cities of Kosovo. Another private operator, Konet, is in the process doing the same using an agreement with Kosovo railways. Up to June 2009 the total international bandwidth of Kosovo was estimated at around 4Gbit/s. The international connections are done individually by four major ISPs in Kosovo. While all of them have high bandwidth wireless links, the fibre optics is becoming prevalent platform. For example, IPKO reports to have 10Gbit/s fibre link going through Macedonia. 31 Cullen International, Supply of services in monitoring regulatory and market developments for electronic communications and information society services in Enlargement Countries, June 2009, pg. 233. The total capacity of Serbia`s Internet link towards abroad vila Telekom Serbia is 3.087 Gb/s. In addition to that Internet provider Verat has its own link with the capacity of 2x 155 Mbit/s. Serbian Academic network has a 1 Gb/s link towards Hungary and 1x 155 Mb/s towards Greece. Telekom Serbia also rents Internet acess abroad form several providers, such as Sprint, level3, Global Crossing, Telia Sonera, Verizon, Seabone, Deutsche telekom, Tiscali Interroute in order to enable for domestic and foreign customers the acess to global Internet (INA, e-Readiness in the Republic of Serbia, Thessaloniki, 2008, pg. 10. ) 32 Letest RATEL`s decisions on international connections are: Telenor.d.o.o-Telenor Global Services, Hungary (January 2010); Digi Sat-RCS&RDS SA, Romania (January 2010); Telenor d.o.o.-Promonte Montenegro (November 2009); SatTrakt-Univerzalne telekomunikacije,Croatia (November 2009); SatTakt-Magyar Telecom (November 2009); Sat Takt-Invitel Hungary (November 2009); Verat- Invitel Hungary (September 2009); Invest Inzenjering-Hrvatske telekomunikacije (July 2009); SBB- Invitel Hungary (May 2009); SBB-Hrvatske telekomunikacije (May 2009); SBB-Prime Telecom Romania (April 2009); Telekom Srbija-Mobitel Bulgaria (April 2009); VIP Mobile for international connection (April 2009); Art communication-HT Croatia (December 2008); YUBC-Prime Telecom Romania (December 2008); SBB- Pantel Romania *December 2008). 30

eGovernance and ICT Usage Report for South East Europe - 2nd Edition The Goal

Albania

Bosnia and Herzegovina

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

1c. Establish national Internet exchange centres by 2009.

No.

Yes.

No.

Yes.

No.

Yes.

No.34

Yes/No.35

Not established yet, but it is one of the goals expressed in the National ICT Strategy.

No plans for the establishment exist.

CIX (Croatian Internet Exchange Point) has been established (www.cix.hr).

An Internet Exchange Point is in the work plan of TRA for Q4 2010.

The Moldavian Internet Exchange (MD-IX), in Chisinau.

No.

Yes.

No.

Yes.

Yes/No.

Yes.

No.

Planned for 2010/2011.

CERT (National Computer Emergency Response Centre) has been established (www.cert.hr) at CARNet.

(www.cert. acad.md) 36

Ministry of Interior Affairs and Public Administration established the sector for emergency situations and has begun activities that deal with emergency response.

www.cert-ro. eu 37

It was planned for the national CERC to be integrated into the Academic Network Framework by the end of 2009.

There are no national computer emergency response centres, neither is there an announcement for starting activities for their establishment.

1d. Establish national computer emergency response centres and start the exchange of information by the end of 2008.

Ronix-www. ronix.ro 33 Interlan – www.interlan. ro

Fusnota 3333 3434 3535 3636 3737

Romanian Network for Internetexchange, initiated in 2001 and a member of Euro-IX since 2003 now provides two access points for interconnecting members, placed in two locations in Bucharest. As a result of the success of this project and aiming at creating better access conditions, RoNIX will migrate to a network with multiple interconnection points, consisting of satellites placed in different areas of Bucharest, interconnected by a fibre optic ringINTERLAN Internet Exchange – www.interlan.ro Interlan-IX was designed to ensure connectivity at international standards. In order to facilitate the connection of as many members as possible, InterLAN-IX offers interconnection opportunities in 7 points. The connections between these points are made by multi-ge connections, thus providing an unblocked stream of traffic. http://en.wikipedia.org/wiki/List_of_Internet_exchange_points_by_size 34 Providing support to the establishment of domestic Internet exchange Centres as a non-governmental initiative exists in the Action Plan for implementation of eSEE Agenda+. 35 Establishment of Internet exchange Centres is envisaged as a measure in the National Strategy for Development of Electronic Communications and Information Technologies. In 2010, Ministry of Information Society is planning to draft “Guidelines for Implementation of Internet Exchange in the FYR Macedonia” 36 Access to the European grid infrastructure is secured by public key mechanism only for people registered. With this purpose in the RENAM was created and launched the certification of public keys MD-Grid CA (ca.grid. md) integrated into the European certification EuGridPMA and made available to the scientific and educational community in Moldova. RENAM also operates the computer emergency response Centres to network security incidents CERT 37 The Information Security Expertise Centre was established in 2008 as a department within the National Institute for Computer Science Research and Development (ICI). Its purpose is to create a centre of excellence in information security, equipment, networks and information systems, as well as to focus the interest of IT&C specialists, but also of the authorities, on the security of the virtual environment in Romania. CERT is intended as a nucleus for future development for other structures of this type. 33

Part I:

The Regional Perspective

The Goal

Albania

Bosnia and Herzegovina

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

1e. Agreement on a common subset of i2010 indicators for the development of an information society by the end of 2008 and the start of regular benchmarking in 2009.

Yes/No.

No.

Yes.

No.

Yes/No.

Yes.

Yes/No.

The List of indicators based on i2010 was developed in 2009 by the MICT, the National Bureau of Statistics and other relevant ministries, assisted by the UNDP. The list is being widely discussed and is expected to be fully observed from 2011.

In 2010 the Ministry for Information Society, together with the National Statistical Office (MONSTAT) and will perform a detailed survey on the level of development of the information society. The survey will be based on EUROSTAT methodology and will continue as an ongoing activity in the future.

Most of the indicators are monitored and published by EUROSTAT:

Monitoring of indicators, which covers

Research into the availability and usage of information and communications technology (ICT) in a) households and individuals, b) enterprises as well as in c) the public sector are conducted on a regular basis. However, the methodological basis and recommendations used in the research are mainly related to the eEurope 2005 benchmark indicators and are not fully compatible with i2010 indicators.

The subset i2010 indicators have been prepared and agreed, while the benchmarking process is late and has not yet been formalised.

Common subset of i2010 indicators has been agreed. Croatia has already been included in the i2010 report published in 2009.

2. Development and accessibility of rich on-line content and transfer from conventional format.

(http://epp. eurostat. ec.europa. eu/portal/ page/portal/ information_ society/data/ main_tables).

1) availability of eGovernment services, 2) the use of ICT in households and by individuals and 3) the use of ICT and on-line shopping by companies, (EUROSTAT methodology), is regularly conducted and published by the Statistical Office of the Republic of Serbia and the National Information Technology and Internet Agency.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition The Goal

Albania

Bosnia and Herzegovina

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

2a. Aggregate demand for domestic/local rich content by 2009:

No.

Yes/No.

Yes/No. 40

An internal exercise has been undertaken by the Central State Administrative Office for eCroatia in order to determine whether there is a satisfactory level and usage of interactive content. 38

The two year, two million, “IT Pilot Project in the Field of Education”, financed through IPA funds, aims to address a small part of the creation of local content.

There are about 15,000 domain names registered in the “.md country domain”.39

The total number of domain names registered under the top country level domain “.me” (as of August 2009) = 286,545.

No available data

Within the context of the identification of data of public importance and making the same available to the public in a specific form, the activities of www.data. gov and data. gov.uk websites are cited as best practice examples.

• define national/ regional priorities for domestic/ local rich content, utilising the EU roadmap and experience; • identify best practice at the regional/ European level for Internet usage and content availability;

There is no evidence of other undertakings.

• develop interactive content in the official languages.

The government sites provide content in Romanian, Russian and/or English.

Numerous websites are being developed, offering services to citizens and businesses, with various levels of content (details in the G2B and G2C eGovernance table).

For more details see the Serbia Know-how and Human Resources section.

fusnota 3838 3939 4040

The following sites and portals have been analyzed: www.pravosudje.hr, www.mmpi.hr, www.mps.hr, www.mzopu.hr, www.mzss.hr, www.mzos.hr, www.min-kulture.hr, www.mint.hr, www.mrrsvg.hr/, www. mojauprava.hr, www.e-hrvatska.hr, www.uprava.hr, www.imovina.hr, www.sdurf.hr, www.telekom.hr, www.cix.hr, www.cert.hr, www.porezna-uprava.hr, www.carina.hr The Government institutions pages providing rich content: www.parlament.md; www.gov.md ; www.mtic.gov.md; www.anrceti.md ; www.mfa.gov.md; www.mec.gov.md; www.mf.gov.md; www.edu.gov.md; www. ms.gov.md; www.justice.gov.md; www.statistica.md; www.tender.gov.md; www.arfc.gov.md; www.fisc.md; As best practice from the country is it to mention the Portal www.fisc.md, offering the possibility to submit on-line Tax declarations by companies and citizens. On the second year of exploitation 100 companies are using e-tax services. 40 Certain indicator for meeting the user needs for content in Macedonian language is constant increase if the websites registered under the .mk top-level domain. Number of secondary and tertiary domains registered under the .mk top-level domain is 13,783 on 02.02.2010. Websites with interesting and rich content local content can be allocated into the following categories: culture and heritage, business and trade, learning and education, science and technology, eGovernment and institutions, eHealth and environment, entertainment and games. Secondary schools students are more interested in expressing their opinion at Internet forums instead of preparing school newspapers. In January 2010, there are 491.580 registered Facebook users in FYR Macedonia, and on-line versions of the daily newspapers are among the most visited web spaces. Yet, there is an opinion that websites with local content should improve the design, links, better interactivity with users, service offer etc.

Part I:

The Goal

Albania

Bosnia and Herzegovina

2b. Follow European Safer Internet Plus practice by 2011:

No.

• fight illegal content through public support; • raising safer Internet awareness among teachers, parents and children; • limit unwanted and harmful content through content ratings, filtering technology and fight spam;

An action plan for safer internet will be developed soon. A draft on code OPF conduct is under preparation and the interested parties will be consulted.

The Regional Perspective

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

Yes/No. Incident report submission procedures have been defined: (www.cert.hr/ rijava? lang=hr). Advice against cybercrime can be found on the website of the Ministry of Interior: (www. mup.hr/55. aspx).

No.

No. 41

Yes/No 42

Yes/No. 43

Yes/No.44

Yes/No. 45

There is no evidence of any undertakings.

• promoting a safer environment through the Safer Internet Forum. 3. Interoperability in accordance with the European Interoperability Framework.

fusnota 4141 4242 4343 4444 4545

Although relevant legislation in the field of cyber crime was adopted, no sound actions undertaken on fighting illegal content through public support or for raising safer Internet awareness among teachers, parents and children. Education Curricula is not containing provisions on safer Internet. Internet providers are offering a range of services in this area in order to protect their clients. “MoldData” like “SpamAssassin” (www. molddata.md) as well as other specialized entities provide direct services to citizens and enterprises on commercial basis. Public institutions’ networks are protected by specialized enterprise – Centre for special telecommunications (www.cts.md).Moldova is not an active participant of Safer Internet Forum and is lack of awareness on this subject. 42 Strategy states that one strategic priority should be extend of information security through the whole country, by introducing appropriate minimal security criteria in state and public sector, and development of safety culture of the widest segments of population. MIS is organizing PR and awareness campaigns focused on promotion of safe usage of Internet, understanding of its content and services, especially for children, as well as parents, teachers and community at large. Internet connection providers are also taking some actions related to this issue, through deploying filtering of certain illegal and harmful content, in cooperation with Ministry of Internal Affairs. 43 www.efrauda.ro is the first Romanian portal for the fight against cybercrime. The portal will manage referrals of apparently unlawful activities in the field of the information society services and shall make possible the direct interaction between providers and consumers of services and the competent authorities. The system has a public and a private section, so it can be accessed both by unregistered users - citizens and by registered users - public authorities. The access of the public institutions is made using a secure authentication mechanism and the updates of the portal’s content involves the competent authorities in the field of information society services, but also the authorities having investigation powers and professional associations. Sigur.info project is developed within Safer Internet Plus Programme and is aimed at informing parents and teachers about the safety of children in the e-environment and raising the awareness concerning children’s safe browsing of internet , including both the advantages and possible dangers they are exposed to. www.cert-ro.eu (described under 1.d) Also, the last quarter of the year 2009 marked the establishment of the National Centre for Supercomputing, that had the following attributions and tasks: fighting electronic terrorism, preventing and minimising the effects of natural and technological disasters, simulating complex nuclear processes , etc. 44 A Department for Cyber Crime was established in the Ministry of Interior. Special Cyber Crime Prosecutor’s Office was established in the District Court in Belgrade. Serbia has ratified the European Charter on Cyber Crime. Special Cyber Crime Prosecutor’s Office receives ISP support through www.beograd.vtk.it.rs website. This website was created through the cooperation of the National Information Technology and Internet Agency and the Special Cyber Crime Prosecutor’s Office. The action of the Ministry of telecommunication and Information Society entitled “Click safely” was also launched.. 45 A Department for Cyber Crime was established in the Ministry of Interior. Special Cyber Crime Prosecutor’s Office was established in the District Court in Belgrade. Serbia has ratified the European Charter on Cyber Crime. Special Cyber Crime Prosecutor’s Office receives ISP support through www.beograd.vtk.it.rs website. This website was created through the cooperation of the National Information Technology and Internet Agency and the Special Cyber Crime Prosecutor’s Office. The action of the Ministry of telecommunication and Information Society entitled “Click safely” was also launched.. 41

eGovernance and ICT Usage Report for South East Europe - 2nd Edition The Goal

Albania

Bosnia and Herzegovina

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

3a. Adopt a national interoperability framework, harmonised with the European Interoperability Framework for Administrations by the end of 2008.

No.

Yes

No. 48

Yes. 49

The Government is in the process of preparing the interoperability framework. A project is ongoing to establish an interoperability framework in line with EU practice.

Planned. The interoperability framework development was tendered in April 2009, by the PARCO office, but unsuccessfully.

Adoption of an interoperability framework is planned under the Strategy for the Development of Electronic Government in the Republic of Croatia 2009 -2012.

The Interoperability Guide was drafted by UNDP Moldova, “eGovernance Project”, in 2006. It has been submitted to the Ministry of Information Development. No further steps have been taken for its approval.46

Our Strategy recognises interoperability as one of the key principles of IS development. One of the action plan goals, defined in the Strategy, is to provide interoperability of the eAdministration Portal (G2G, G2C, G2B) with portals in the surrounding countries.

In the first half of 2010 the Romanian Parliament will adopt the Action Plan for the Interoperability of Information Systems. 47

No.

Yes.

Yes/No.

No.

Yes 51

Yes.

Yes. 53

This was achieved through the strategy for the conversion from analogue to digital TV broadcasting in the Republic of Croatia.

TRA has been unable to exercise its power to manage those parts of the frequency spectrum that were previously managed by the UNMIK Frequency Management Office (FMO), OSCE and KFOR.

The Concept of Digital Switch over policy is in the final stage of adoption. 50

The Strategy for Broadband Access is in the preparation phase (1Q 2010).

4. Harmonisation of rules for the Information Society and media. 4a. Adopt converging broadcasting policies and harmonise them with the positive European experience by the end of 2008?

A draft strategy for conversion from analogue to digital TV broadcasting has been prepared by the National Council of RRadio Televizion, but is not yet finalised.

A development strategy in the area of broadcasting was adopted in November of 2005. It will remain valid until 2013. 52

fusnota 4646 4747 4848 4949 5050 5151 5252 5353 A direct harmonization was not been conducted. The Governmental decision on creation of the state information resources (HG562/2006) and National standard SM ISO/CEI15288 “On systems engineering” and National Register of the state information resources and systems. Provides common approach for creation of information systems for Government bodies. For the implementation of the proposed interoperability framework, an Interoperability Workgroup shall be formed, composed of representatives of: The Ministry of Communications and Information Society and the National Institute of Research and Development in Computer Science. 48 The Interoperability Framework project is covered by the NITIA implementation plan. In cooperation with INA, NITIA has applied for the IPA fund assets with the project proposal entitled “eGovernment Interoperability Framework“. The adoption of the National Interoperability Framework which takes into account the European administration interoperability framework has the goal of ensuring compatibility and cooperation between systems, processes and human resources, which would eventually result in the quality user oriented services. 49 In 2007, within the Assessment of the good governance potential in Macedonia project (www.gg.org.mk) recommendations for standards for ICT and inter-communication and internal communication in the state government were drafted. Law on electronic administration was adopted in August 2009 and it is fully harmonized with European Interoperability Framework. The Law regulates the operation of state institutions and state government bodies when exchanging data and documents in electronic form. Pilot-phase of a project for faster and more efficient information exchange through connecting and using registers and data bases among state bodies and institutions is in the process of realization. 50 The draft Law provides the main policy, legal and regulatory responsibilities for implementation of digital TV. According to the ITU RRC-06, the time-frame for switch over in Moldova is June 2015. process by the end of 2012. 51 In October 2009, the Government approved the Strategy for the transition from terrestrial analogue television to terrestrial digital television and for the implementation of digital multimedia services at national level. Under this strategy, in 31 December 2011 the coverage must be of at least 90% of the population and of 80% of the territory, and on 1 January 2012, all terrestrial analogue television broadcast, in the UHF frequency band allocated to digital broadcast, must cease. 52 Ministry of Telecommunication and Information Society is initiating the process of digitization of radio and TV program. A series of roundtables on the Strategy for the shift from analogue to digital radio and TV program broadcasting adopted in 2009 will present the first step in this process 53 Law on Broadcasting Activity, Law on Electronic Communications as well as the Strategy for Broadcasting Activity 2007-2012, completely include all the aspects of development and convergence of new technologies, digitalization and processes of the means of communication. These laws provide full harmonization with the European experience in the broadcasting activities. 46

Part I:

The Regional Perspective

The Goal

Albania

Bosnia and Herzegovina

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

4b. Adopt an efficient radio spectrum management strategy at the national level aimed at future needs and harmonise it with the region by the end of 2008.

Yes. 54

Yes.

Yes/No

Yes.

Yes/No 55

Yes. 56

Yes.

The broadcasting frequencies are managed by TRA in cooperation with another body, the Independent Media Commission. The practical aspects of coordination between the two have not been defined yet.

The National Table of Radiofrequency Allocations is being revised to meet future needs and to use the bands 2.5-2.7 GHz and 3.4-3.8 GHz as the primary base.

No.

Yes.

A new plan for the allocation of the radiofrequency spectrum in FYR Macedonia was adopted in December 2009.

5. National/regional electronic identity management. 5a. Establish National Root CAs by mid 2009.

Yes/No.

A national authority for the regulation and licensing of providers is in the process of being created.57

In process. The legal foundations exist, but no CAs have been established.

5b. Establish regional CA Trust Centres by mid 2010.

No.

Yes.

Root CA established in 2006 within the Centre for Special Telecommunications (CTS) (http://www. pki.cts.md/).

N/A

No.

N/A

Yes. The strategy for the establishment of CAs was adopted in 2009. An internal government CA was established in December 2009 and the first certificates have been issued to Government Departments.

Yes/No.

No data available.

The Ministry of Telecommunications and Information Society maintains the role of the Central licensing authority.

No.

No data available.

Yes/No. 58

No.

5454 5555 5656 5757 5858 The spectrum management is mentioned very briefly on the National ICT Strategy by simple stating its importance. Administration of the radio spectrum is done in detailed way in specific decisions of government. Frequency management issues are regulated by law no 9918 date 19.5.2008. AKEP and NCRT are both administrators of civil frequencies. No national strategy was devised regarding spectrum management, but we can take into account, as a strategic policy document, the NTAFB (the National Table for the Allocation of Frequency Bands), amended and adopted by a new Minister order in autumn 2009, which is almost entirely harmonised with the ECA table (European Common Allocation). 56 One of the goals of the Strategy of Telecommunication Development in the Republic of Serbia from 2006 to 2010 is the efficient and rational management of the radio spectrum. Activities are focused on the management of radio frequencies trough the new system for spectrum planning and the implementation of adequate ranges for new technologies which allow higher efficiency. The application of appropriate procedures in the assigning of frequencies will also be introduced, which will enable a non-discriminatory use of these resources. Efforts will also be invested into the improvement of the systems for radio spectrum control. 57 There are several legislative actions for the establishment of a Certificate Authority, based on the Law no. 9880 of 25.2.2008 â&#x20AC;&#x153;On the electronic signatureâ&#x20AC;&#x153;. With this law the creation of organisations for the management of electronic certificates (certificates service providers) was included. Government with the decision no.525, dated 13.5.2009 adopted the regulations for the functioning of certificates service providers. 58 MIS is implementing the project for establishing National Digital Certificate Authority. It will provide the necessary PKI infrastructure for implementation of higher level of on-line sophistication of electronic government services. Currently there are two Digital Certificate Authorities registered by the Ministry of Finance: KIBS AD Skopje (ca.kibs.com.mk) and Makedonski Telekom (www.ca.mt.net.mk). 54

eGovernance and ICT Usage Report for South East Europe - 2nd Edition The Goal

Albania

Bosnia and Herzegovina

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

5c. Recognising the effort to negotiate a single free trade area (CEFTA) for SEE, create an environment for an electronic Single Window for international trade and electronic trade documents, in cooperation with UNECE, the World Bank and other relevant organisations by 2010.

No.

Yes.

No.

No. 59

No.

Yes.

Romania does not have such a platform, but its initiation is intended by the end of 2010.

The project is ongoing.

In 2008 a one-stop-shop electronic system for export permits, import and transit of goods and tariff quotas (EXIM) (www. exim.gov.mk) Came into function.

No. 60

Yes/No.

Yes.

100% of primary and secondary schools have computer labs and 87% of schools have Internet access.

100%.

II PRIORITY AREA: INNOVATION AND INVESTMENT IN ICT RESEARCH AND EDUCATION. 1. Computers and access to the Internet for all schools. 1a. Every school should have a computer laboratory and an Internet connection available to pupils by the end of 2009.

Yes. All primary and secondary schools have a computer laboratory and Internet connection. There is no official distinction between girls and boys. There is no statistical data on gender distinction from social and familiar relations.

Yes/No.

Yes.

No.

Yes.

Schools with Internet: 84%.

All schools have a computer laboratory and broadband Internet connection (100%).

18% (200 out of 1,135) of schools in Kosovo possess a computer laboratory.

90% of schools have a computer laboratory and

Schools with a computer classroom/lab: 73%. There is no official data on the usage of the Internet and the use of school labs which is gender disaggregated.

98% of schools have an Internet connection.

No consistent data on schools that have an Internet connection could be obtained.

Yes/No. 78.4% of primary schools and 100% of secondary schools have a computer laboratory. 51.23 % of primary schools and 90.55% of the total number of pupils have an Internet connection. 100% of secondary schools have an Internet connection. 93.35% of the total number of pupils have access to the Internet at school.

All computers in primary and secondary education are equally available to both male and female pupils.

5959 6060

In 2008, the CEFTA presidency was taken over by the Republic of Moldova. During the Presidency of the Republic of Moldova within CEFTA, particular attention was paid to creating CEFTA Secretariat, body empowered to promote the necessary assistance Joint Committee and other structures within CEFTA. The newly created secretariat is supposed to strengthen the negotiation on liberalization and facilitation of trade in the aria including the creation of the environment for electronic Single- Window for international trade and electronic trade documents 60 There is no centralized data on the percentage of schools that have such a laboratory. According to http://portal.edu.ro, 15.000 laboratories were equipped through the SEI programme (2009). Also, through the Knowledge Based Economy, other 502 laboratories were equipped. In terms of Internet access, after the implementation of the MCIS-OIPSI projects, financed through Structural Funds, 60% of the schools will be connected to the broadband Internet (a growth in rural areas from 9.8% to 30%, after this project) 59

Part I:

The Regional Perspective

The Goal

Albania

Bosnia and Herzegovina

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

1b. The number of pupils per computer should be less than 20 by the end of 2010.

No.

Yes.

No.

Yes

No.

Yes

The strategy for education defines the objective 1 PC /10 pupils by 2012.

Primary schools 40, while

Primary schools 5.4, while

Number of pupils per one computer: 15.

Number of pupils per one computer: 16.

secondary schools 15.5.

20.5 pupils per computer for both primary and secondary education.

26 pupils per computer for primary schools and secondary schools.

1.45 62

secondary schools 21.

As of May 2009 the ratio was one to every 270 pupils.61

1c. Broadband Internet access should be made available in all schools by the end of 2010, done in a technologically neutral manner and supported by the proper regulatory framework.

Yes/No

No.

Yes.

No. 63

No.

Yes.

27% of schools have broadband access: primary 23% and secondary 36%.

All schools have broadband Internet access (100%).

Yes. 100 % of schools that have an Internet connection have broadband Internet access. 3 schools have wireless, while others have ADSL and 23 (11%) have both wireless and ADSL.

No.

All schools have broadband Internet access. Technological neutrality, sustainability and the regulatory framework are not well established.

Following the implementation of the projects financed by MCIS-OIPSI, through structural funds, 60% of schools will have broadband Internet connections.

The majority of schools have ADSL access, while about 23% have wireless connection. Data is not available for all schools.

100% of primary and secondary schools in the FYR Macedonia have broadband Internet access.

Yes/No

Yes

Yes/No

Yes

Yes/No

Yes 64

It is one of the goals expressed in the National ICT Strategy.

ICT education becomes obligatory in the 5th grade for

ICT education becomes available (as an elective subject) in the 5th grade of primary school. ICT education is mandatory in secondary schools and universities.

Some ICT curricula are already present at all levels of education.

The ICT curricula is mandatory for lyceum and gymnasium levels but is not mandatory in primary schools.

For more details see the Montenegro Know-how and Human Resources section.

The curricula becomes mandatory in secondary education, while prior to this level computer science is an optional subject.

Computer science is an optional subject in primary schools. In secondary schools it is mandatory from the first or second grade, depending on the school’s educational profile.

45% of schools have broadband Internet access.

2. Curriculum for ICT skills. 2a. Make ICT curricula mandatory at all education levels, especially in primary schools, by the end of 2008.

8-year primary schools and in the 6th grade for 9-year primary schools.

6161 6262 6363 6464 The Government of Kosovo is aiming for ICT coverage across all schools in Kosovo and is committed to reaching the EU “i-2010” target for computers in schools. The Government of Kosovo is investing own resources into this effort as well as receiving support from donor partners. Computer for Every Pupil project is in the implementation and will change current ratio from1.45:1 to 1:1. Yet, there are some opinions that there are problems with functioning of certain number of the installed computers, mainly due to the inappropriate technical maintenance of the 17.818 personal computers and 80.892 thin-clients installed so far in primary and secondary schools in the country. 63 The Government of Kosovo has committed 80 million EURO from funds released from PTK to invest in telecommunications infrastructure with a view to securing wide reaching broadband coverage across Kosovo. However, given the current pace of action, it is unlikely that the Government will meet the target date. 64 The subject “Work with computer” is optional subject in third, fourth and fifth grade in primary education while the subject “Informatics” is mandatory subject in sixth and seventh grade in primary education. The subject “Informatics” is mandatory subject in first year of secondary education, gymnasium, and is optional in the second year. In third and fourth year in gymnasiums of natural sciences and mathematics the subject “Programming Languages” is taught. All state universities in FYR Macedonia have ICT faculties, and new state University for Information Technologies was opened in Ohrid in 2009. 61

eGovernance and ICT Usage Report for South East Europe - 2nd Edition The Goal

Albania

Bosnia and Herzegovina

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

2b. Implement uniform standards for the minimum of ICT skills across the region by 2009.

Yes/No

Yes

Yes/No

Yes/No 65

Yes/No 66

Yes/No 67

It is expressed in the National ICT Strategy as an objective, but no concrete plans or programmes have been established.

The ECDL is widely used as the standard (especially for public servants), but there is no accepted country-wide standard.

ECDL is being used as the standard for minimum ICT skills.

Yes/No 68

Yes/No

Yes 72

Life-long learning has been mentioned, but no goal of setting up a fund has been set yet.

There is no systemic approach to this issue.

Some action has already been taken: the MIS and T-Com organised Internet usage training programmes for elderly citizens, which were offered on a voluntary basis and free of charge, nearly 300 participants took part over the period of one month.

Currently there is no data on national programmes to develop computer skills, particularly in the case of adults over the age of 45. There may be local programmes, but they are not promoted on the wider scale.

ECDL is recognised as the basic standard for ICT literacy, while there are several commercial providers and some institutionally based training programmes.

3. Establish vocational training in ICT. 3a. Fund lifelong learning programmes for adults by 2012.

No 69

Yes/No

6565 6666 6767 6868 6969 7070 7171 7272 In Romania we apply the standards and resources established by the UNESCO project “Competency standards for teachers in the field of ICT” (SCCD-TIC). This project provides guidelines, especially for the planning of the curricula and skills development, so that the teachers become a key player in the development of ICT skills of the pupils. These standards could be as well used by eSEE as regional standards The establishing of an interdepartmental group with the task of defining the minimum of ICT skills on all levels with the key coordination by the Ministry of Education and MTIS is planned. 67 Curricula for big number of subjects in primary education are realized with the help of the ToolKid educational software that operates within the Commenius Logo system. 48 Edubuntu based educational tools were localized and installed on the computers in all secondary schools in 2009. Set of 40 educational shows were published for the purpose of popularization of the process. A contract for cooperation with Intel was signed in 2009 for implementing electronic teaching content from the first grade in primary education up to fourth year in secondary education. In December 2009 distribution of 22,000 laptops to all teachers in all schools in primary and secondary education has started and is expected to end by January 2010. This makes Macedonia first country in the world with computer for every teacher. Yet, there is an opinion that implementation of educational software and electronic educational content is not on satisfactory level since some teachers need additional training, and some do not implement them at all in the teaching process. What is needed is better monitoring and control of this process by the competent institutions and implementation of mechanisms for mandatory usage of educational software and electronic educational content in all curricula in primary and secondary education. 68 National Agency for Lifelong Learning Programme was founded in 2007 to conduct measures on implementation EU Lifelong Learning Programme 2007 – 2013. So far activities are financed from TEMPUS programme and central government budget. 69 LLL has been mentioned in several strategies prepared by Ministry of Education, Science and Technology (MEST) and Ministry of Labor and Social Welfare (MLSW). In part, some work has been done through various Vocational Education and Training (VET) projects driven mostly by donor community. 70 USAID has trained over 9,000 primary and 2,800 sec. school teachers in basic and advanced use of ICT in the classroom. That is 43% of 6,465 teachers in sec. and 57% of 15,713 in primary. Note: Primary: 9,000 teachers in Basic ICT Use; 6,600 in Advanced Use of ICT in Instruction; 2,300 in using ToolKid (1-4 grade). Secondary: 2,800 in Curriculum and Technology Integration. This year, a specialized trainings for usage of the educational tools implemented in the schools is in progress. The trainings are mandatory for all teachers. No other official information regarding fund life-long learning programs for adults. 71 There are adult learning programs organized by the Universities and Centres for Adult Training but they are not financed by the state. MTIS has provided a part of funds for the “IT for everybody” program implemented by the Faculty of Electronics which offers different courses corresponding to ECDL standards. The courses are intended for everybody and are free of charge. The Vocational Education Strategy of the Republic of Serbia needs to include the priorities of continuous life long learning in the area of ICT as well as the methods of their financing. 72 eLearning project (www.ucenje.org.mk) was implemented in 2006. Six free electronic courses were developed within this project and were intended to all citizens of the FYR Macedonia. Then, in the following years, several basic computer courses were organized for all the citizens across the country, mainly for elderly. These trainings were implemented by the central government with large support of the local government. 15 free Internet clubhouses were opened for the citizens of FYR Macedonia in 15 different cities in 2007 and in 2009 there was a decision for opening additional 15 free Internet clubhouses in the country. Apart from other services these clubhouses offer free technical support and training for the visitors. 65

Part I:

The Goal

Albania

Bosnia and Herzegovina

3b. Develop continuous learning programmes for government officials in the sphere of contemporary information and communications technology by mid 2010.

Yes

NAIS conducted 1,100 days of traininig during 20082010 for IT staff in public administration. This is an ongoing process.

Agencies for the Civil Service are responsible for continuous ICT training for government officials.

Yes/No 73

The Regional Perspective

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

Yes The Ministry of Administration has developed programmes aimed at continuous learning in the sphere of ICT for government officials.

Yes/No

Yes

MEST has begun a huge ECDL training programme for its own school teachers.

Specialised training tools have been developed by the Academy of Public Administration, assisted by the UNDP “eGovernance Project”. The curricula for obtaining Methodological Norms for National Computer Operating Certification has been approved. 8 manuals and eLearning tools were developed and implemented between 2006-2009 (www.aap.gov.md).

There are programmes for continuous learning for government officials in the sphere of ICT. The Human Resources Management Authority is in charge of these activities at the national level.

Over the period 2009-2012, NAPS (National Agency of Public Servants) will conduct a national project, financed out of Structural Funds, through which 12,000 officials (of central and local governments), men and women of all ages, shall develop internationally recognised PC skills, through the European Computer Driving License (ECDL).

The Human Resource Management Service of the Republic of Serbia is in charge of the design and implementation of ICT training programmes for public administration employees.

The Civil Servants Agency is responsible for the planning and implementation of ICT and eGovernment training for civil servants.

Yes/No

No 74

Yes 75

Yes/No

Yes/No 77

Yes 78

Yes

There is no systemic approach to this issue.

CARNet (www. carnet.hr) has been established. It is funded by the central government budget.

4. Further development of national academic and research networks and improvement of regional interconnection. 4a. Support and fund local academic networks and professional organisations to implement regional and local ICT research by the end of 2008.

The total budget for MARNet in 2008 was 450,000 Euros and 400,000 Euros for 2009.

7373 7474 7575 7676 7777 7878

There is realized a reform of the research system that transferred research institutes within universities. After that a strategy for the research and technological innovation was adopted in mid 2009. Implementation of that strategy has stated, through formal creation of the agency that will deal with funding for research. Concrete steps are expected for mid 2010. 74 The MEST “Strategy for development of Higher Education in Kosova 2005-2015”, Objective 4, states: “Advancing of the capacity for research and scientific work”. Work already done at the level of developing physical networks in the only public university in Kosovo – University of Prishtina. An academic and research network organisation is not in existence yet. 75 RENAM - the national academic network, founded in 1999 with NATO support, provides data communication services for research and academic institutions of all levels. RENAM is a part of the GÉANT. Few researches in ICT area are undertaken and few institutions are involved: Institute for Mathematics and Computer Sciences, Institute of Information Society Development, etc, including in FP7. In the years 2004-2007, one can see a major decrease (by four times) the percentage of state budget allocations for scientific research in ICT in total allocations for scientific research from the state budget, including to the GDP. In 2008, the percentage allocations increased, but did not reach the 2006 value. AMNET is funded by the Government. 76 Montenegro Research and Education Network – MREN is established in 2005, and is in charge of national academic network. Members are all science and research institutions, 95% of higher education institutions, all campuses and libraries, academies of art and science, MES and MIS. Network is optic-fiber based. MREN does not have its own allocated budget, but is financed by University of Montenegro, MES and MIS, and through participation in projects and donations. 77 RoEduNet - the national academic network, founded in the early ‘90s, provides data communication services for research and academic institutions of all levels, in Romania. The RoEduNet network is a part of the GÉANT European Education and Research Network . 78 Academic Network of Serbia (AMRES) is partly financed from donations and partly from the budget. It is necessary to produce regulation which would define the institutional framework and funding of the Academic Computer Network of the Republic of Serbia. The sustainability of AMRES until 2005. was ensured by SEELight (South-East European Lambda Network Facility for Research and Education) network. Together with the European Academic Network, GEANT, SEELight will connect academic networks of six Balkans countries (Romania, Bulgaria, Albania, FYRM, Bosnia and Herzegovina and Serbia), and position the Republic of Serbia as a Centre of the academic and scientific and research-related exchange. SEELight network, which is financed out of the Hellenic plan assets with the 20% contribution of the countries in the region, will be used for development and testing of new networks and services. It will also provide the option of participating in international projects for all academic communities in this part of Europe. The contract for the first of the three projects focused on Serbia was signed in July of 2009 and the end of SEELight project implementation in our country is planned for July of 2011. 73

eGovernance and ICT Usage Report for South East Europe - 2nd Edition The Goal

Albania

Bosnia and Herzegovina

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

4b. Create an open national database of research professionals and institutions by the beginning of 2009.

Yes/No

Yes

Yes 79

Yes

Not yet planned.

Some databases exist, but not on the national level.

The Croatian Scientific Portal has been set up (http://www. znanstvenici. hr/).

As per the MEST Strategy, the creation of “The Database for Kosovar Experts in Europe and the World” is long overdue, as its completion was envisaged by 2005.

Yes The creation of the Database started in 2009 through the Institute of Information Society Development www.idsi.md . Available database on research: www.asm.md, www.cnaa. acad.md

There is no such database. Only some certified institutions can be found on the www. renar.ro portal

The research institutions database exists and is located on the Ministry of Science website: (www. 147.91.185.4

Within the National and University Library “St. Clement of Ohrid” there is IS for research activities in FYR Macedonia: E-CRIS (http://e-cris. mk.cobiss. net).

4c. Establish a national/regional Competence Centre for OSS policy by mid 2008.

4d. Measure and track intellectual capacity within the IT industry by 2009.

/nio/index. asp).

Yes/No 80

No 81

No 82

No 83

Yes

There are no official activities monitoring the intellectual potential in the IT industry. For more details see the Know-How and Human Resource section for Serbia.

Not yet planned.

It is not done in a systematic or organised manner and the Government does not have updated charts on this.

It is being measured by the Financial Agency (FINA).

There is no state institution that measures or in any way tracks intellectual capacity in the IT industry. 84

III PRIORITY AREA: INCLUSIVE INFORMATION SOCIETY. 1. Access to technology and equal opportunities.

7979 8080 8181 8282 8383 8484

E-CRIS is an open national database with science and research experts and institutions: www.cobiss.net (Montenegro: e-cris.cg.cobiss.net). Further development is planned for this year. Capacity Development Program (CDP) is a joint initiative of Government of Montenegro, UNDP, Open Society Institute, and European Commission, with one of the goals to established a national expert database focused on EU projects: www.me-expert.org OSS/FLOSS Policy Document drafted by “e-Governance ” Project in 2006, widely discussed and submitted to the Ministry of Information Development in 2007. No further steps taken. Two main competence Centres for OSS are S.E.“MoldData” (www.molddata.md) and Technical University of Moldova / C3LD (http://www.chisinau.centre-linux.org/ ) 81 www.cert-ro.eu (described at point 1.d) aims to be an excellence Centre in the field of information security. It contains a description of the standards used for the security of the equipment and of the systems, as well as those for physical protection. However, the Centre is involved much more in security software solutions than open source software-OSS. 82 There are business organisations and NGOs which deal with open code software use and promotion 83 There are lot of business, civil society and academic institutions and individuals that are dedicated to the usage of FOSS. Among the most active in this area is Free Software Macedonia (www.slobodensoftver.org.mk) 84 ICT Chamber of Commerce – MASIT has conducted research on “Workforce demand in IT industry in FYR Macedonia” in 2005 and 2009. 79

Part I:

The Regional Perspective

The Goal

Albania

Bosnia and Herzegovina

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

1a. Adopt a National Action Plan for eAccessibility for the period 2008-2011 by mid 2008.

Yes

Yes/No

Yes/No 85

Yes/No

Yes/No 86

Yes

In the National ICT Strategy, part of the Action Plan is dedicated to eAccessibility and has concrete projects and initiatives together with required budgets and timeframes. However, the gender factor is not considered or mentioned.

No national action plans for eAccessibility have been adopted, but the National ICT Strategy addresses these issues.

There is no evidence of any undertakings for developing an action plan for eAccessibility.

No special Plans for eAccessibility have been adopted. eAccessibility is provided for under the National Strategy and Action Plan “eMoldova”, under the chapter eGovernance & eDemocracy. The Strategy will be revised in 2010 and a provision on eAccessibility will be included.

The new eGovernment Action Plan is in the preparation phase and deals with this issue.

The Action Plan is focused on citizens’ access to the Internet and on the standardisation and accessibility of websites.

Yes

Estimate: 31.69%.

The estimate for 2009 is 34%.

Estimate: 39%.

The target may have been reached by May 2009, as per the survey conducted by the research company Index Kosova.

Internet penetration: 37%.

Internet penetration in

Currently: 35.1%.87

According to SORS data, in Serbia in 2009 38.1% of persons have used the Internet during the last three months. 88

55.5% in the first quarter of 2009.

1b. Reach the minimum level of 50% for Internet penetration by 2010.

The Strategy also addresses this issue.

2009: 43.9%.

See the Know-How and Human Resource section for the FYR Macedonia.

This plan has not yet been adopted.

41.8% of households have Internet access.

2. ICT enabled public services and eGovernment issues.

8585 8686 8787 8888

The following measures have been planned: • Creation of a general model of e-services functionality for the needs of eGovernment in accordance with the EU guidelines, starting in 2009; • Creation of a integral information support for interactive use of electronic government services, including electronic delivery of electronic documents with legal force; starting in 2010; • Introduce new electronic services in line with defined user needs and demands for understandability, transparency, technologic neutrality and cost-effectiveness, starting in 2010 The digital divide has been tackled: • The allocation of the incentive funds intended for development of the broadband infrastructure in areas with insufficient interest for such investments. • In 2009, measures from the National strategy of equalization of opportunities for persons with disabilities 2007 – 2015 have been implemented. 86 A set of measures for ensuring e-accessibility – Government Conclusion on accepting the Information on the need for the information in e-form located on government websites to be accessible to persons with disabilities and special needs was ratified on November 29th 2007. According to the Government Conclusion 5 No: 09-2151/2008-01 from 12/06/2008, the Government has adopted the Information and passed a Conclusion on the acceptance of the paper – Guidelines for public administration websites’ accessibility produced by NITIA. NITIA has organized several round tables and workshops on the topic of e-accessibility. 87 The National Broadband Strategy has established the following target indicators: a household penetration rate of broadband services, in 2010, of 40%, and of 80% by 2015, and a population access rate, in 2010, of 40% and of 100%. until 2015 88 SORS, Use of ICT in the Republic of Serbia 2009, Belgrade, 2009, pg. 7. 85

eGovernance and ICT Usage Report for South East Europe - 2nd Edition The Goal

Albania

Bosnia and Herzegovina

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

2a. Adopt a National Action Plan for eGovernment for the period 2008-2012 by the end of 2008.

Yes

Yes/No 89

Yes

Yes 90

Yes

The Action Plan has been adopted through the National ICT Strategy.

The Action Plan adopted in 2004 remains valid.

The Strategy for the Development of eGovernment over the period 20092012 has been adopted. Annual action plans are implemented.

The Ministry of Public Administration (MPA) adopted the Strategy and Action Plan for eGovernment (2009-2015). There is no evidence of broad participation in the preparation of this document.

The Strategy and Action Plan for eGovernment Development by 2013 were adopted in October 2009.

MIS has drafted the National eGovernment Strategy 20102012, which is in the final stage of adoption and its implementation should start soon. 91

No 92

Yes

2b. Introduce the set of basic eGovernment services by 2011. 2c. Introduce the central eGovernment system and portal by 2010.

The Action Plan for 2009 was adopted in accordance with the Strategy.

Detailed analysis is provided in the section: eGovernance Services Assessment per Country. Yes/No

Yes

Yes/No

The central portal is established (see www.ealbania.al). However, full functionality is expected after the Interoperability Framework has been approved and this is still in process.

There is no central eGovernment system or portal.

The central eGovernment systems and portal have been introduced (www. mojauprava. hr). Please also see the above under “Good Practice”.

MPA has developed the eGovernment portal: (www. rks-gov.net). However, the portal lacks much of its functionality. Most of it is comprised of information on the services (Stage1).

The Central eGovernment portal has not yet been introduced. The Government webpage is available at (www.gov.md). The eTax Portal, developed with the UNDP “eGovernance Project”, was introduced for on-line tax declarations in 2008. About 100 companies were using the Portal by the end of 2009: (www.fisc. md).

The preparation of a central eGovernment system and portal is planned.

The main types of eGovernment portals are: (www.gov. ro); (www.eguvernare.ro); (www. România,gov. ro).

The central location offering most (369) of the eGovernment services for citizens and businesses is the web portal (www.uslugi. gov.mk).

The eRomania Portal was launched as a pilot project, which will be developed in 2010, including all of its 15 active services.

3. Fostering the development of eBusiness.

8989 9090 9191 9292 The e-Governance Concept developed with UNDP “e-Governance ” Project approved in 2007 by Government Decision is being revised to fit the new institutional framework to accelerate the development. And is expected to be approved before May 2010. The eRomania National Strategy, adopted in autumn 2009, has two major components: has two major components: basic services for citizens/companies and general information on Romania’s background. The portal www.Romania.gov.ro is the information part, provided by the strategy, and is set up as an electronic guide to Romania. It is still in its early stages of development and it shall be further developed in the coming years. 91 Before the eGovernment Strategy, eGovernment concept has been implemented according to the eGovernment pillar of the National Strategy for Information Society Development and Action Plan adopted in 2005. 92 It was planned for the National Information Technology and Internet Agency to launch a new eGovernment portal (initial portal on the address www.e-uprava.gov.yu was launched in 2007)which will initially provide at least ten electronic services to citizens and companies using qualified e-certificates in February of 2010. This will include specific services of the Tax Administration, Ministry of Interior, Serbian Business Registers Agency, Republic Geodetic Authority, National Employment Service, Commercial Court, Cyber Crime Prosecutor’s office as well as certain services on the level of local self-government. after the launching of the portal new service will continue to be added. Considerable results in eGovernment development will be achieved in the course of the current and following year, which will reduce the lagging behind developed countries to individual segments, as opposed to the currently generally underdeveloped eGovernment in Serbia 89

Part I:

Bosnia and Herzegovina

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

Yes/No There is no strategy for eBusiness; however eBusiness is addressed through a specific chapter in the National ICT Strategy. The strategy outlines the drafting of policies for encouraging and promoting eBusiness. 93

Yes/No

Yes

Yes/No 94

Yes/No

No particular strategy for

The Strategy of eBusiness Development 2007-2010 has been adopted. It aims to develop the prerequisites for the widespread implementation of eBusiness in order to increase competitiveness within the economy.

There is no evidence of an eBusiness strategy.

Yes/No The National Strategy and Action Plan “eMoldova” contains an eBusiness chapter. The revised version “eMoldova 2.0”, which is under discussion, will take into consideration the Regional Guidelines developed by UNECE and adopted by the eSEE Working Group in Thessaloniki on 1st July 2005.

There is no such strategy; however, there is the intention to elaborate one in the second half of 2010.

It currently exists as part of the National Information Society Development Strategy adopted in 2006. There is no separate

There is no

Yes/No 96

Yes/No

Only certain efforts have been taken, so far, in order to foster the overall business climate and there are none aimed specifically at the eBusiness climate.

There are no systemic activities that address this issue.

The Goal

Albania

3a. The countries shall develop a strategy for eBusiness based on the Regional Guidelines developed by UNECE and adopted by the eSEE Working Group in Thessaloniki on 1st July 2005.

3b. In order to prevent the braindrain and foster a successful ICT business climate in the region, the countries will take active measures to overcome all obstacles to the development of eBusinesses, by the end of 2008.

The Regional Perspective

eBusiness has been adopted, but the ICT Strategy adopted in 2004 addresses the issue.

Please see the Moldova Know-How and Human Resource section.

eBusiness strategy.

Yes/No Exemption from income tax for IT professionals. They pay their taxes based on a previously established tax rate. Also, according to legislation, companies do not have to pay income tax for employees that create software. This only applies to those companies that have a NACE code referring to the creation of software.

Yes/No Customs related obstacles exist and a project to establish a unique eInformation desk for foreign trade and integrated management of border crossings is ongoing. Business incubators and clusters have been established. Other actions include seminars and workshops organised by the Chamber of Commerce of Serbia and Belgrade.

eBusiness strategy as a single document, but this issue is addressed through other documents. 95

Yes/No 98

9393 9494 9595 9696 9797 9898 The strategic objectives of the Albanian government concerning business development and investment are defined in the Business Development and Investment Strategy for 2007-2013 adopted in July 2007. The initiatives on e-business development and use of ICT by companies are also part of Cross Cutting Strategy on Information Society. The main direction for e-business are part of this document. There are a lot of actions already placed for e-business in Albania such as: e-taxes services; e-procurement; one stop shopping licensing centre; etc 94 The Strategy defines key objectives in the domain of e-Business by 2013 as follows: • Improving information and communications infrastructure and providing easier and cheaper access to these technologies. • Promoting e-Business, raising awareness and education. • Reengineering of business processes. • Legal and institutional framework for e-Business. 95 The draft version of the “National eGovernment Strategy 2010-2012” is largely based on the target “ICT networking of domestic and world economy” through decreasing administrative barriers for the businesses and increased competition of domestic business through intensive application of ICT. Previously, the eBusiness policy and strategy have been implemented according to the eGovernment pillar of the “National Strategy for Information Society Development and Action Plan” adopted in 2005. 96 In 2008 a Study on obstacles for e-Business has been prepared. Report on the implementation of measures, from the strategy on development of the electronic business in the Republic of Croatia for 2007 - 2010, prepared in 2008. A report on the implementation of the Action Plan strategy for development of the broadband Internet access in the Republic of Croatia for 2008 is being adopted by the Government. 97 In the area of e-Business there are some commercial subjects, mainly in financial sector, that have had initiative in the implementation of solutions for e-Banking that cover practically whole market. Further, in the Strategy1, the need is recognized to define methods for protection of solutions for information and communication technologies and patents, in order to prevent violations of copyrights and protect other patents established in the country and abroad. (A national body, not related only to information society, was established in order to achieve this goal. 98 Cross-sectoral group consisted of representatives of state institutions and business sector has been formed in view of overcoming the obstacles for faster and encompassing development of eBusiness and specially eCommerce. Measures and activities for fostering the usage and development of eCommerce are among short-term priorities of MIS for 2010. In view of fostering eBusiness development a large number of G2B services have been developed and some of them are with the highest on-line sophistication level (level 4 and 5). Yet, additional measures are needed for fostering B2B, that does not exist at all, and B2C, with only about 20 Internet commerce websites mainly intended for sale on local market. 93

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Bosnia and Herzegovina

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

No There are no systemic activities to address this issue.

Yes 99

Yes Please see the Moldova Accessibility section, sub-section: Fostering the Development of eBusiness.

Yes/No 100

Yes/No Exemption from income tax for IT professionals and the availability of structural funds for ICT are important incentives for the ITC sector.

Yes/No 101

Yes 102

Yes/No The customs tax for PC and software products is zero.

No There are no systemic activities that address this issue.

No Not achieved.

Yes Please see the Moldova Accessibility section, sub-section: Fostering the Development of eBusiness.

Yes/No The VAT rate for ICT equipment was decreased from 17%, to 7%, as defined in the Government Economic Policy for 2008.

Yes/No According to legislation, companies do not have to pay income tax for employees that create software.

Yes/No Clear treatment of services in foreign trade procedures and relief from VAT.

Yes/No 103

Yes/No The customs tax for PC and software is zero.

No There are no systemic activities that address this issue.

Yes/No Corporate tax exemptions for employee education and research and development are in place. They apply to all sectors.

No Customs is at 10% and VAT at 16% compared to, for example, FYR Macedonia with 0% and 5% respectively.

Yes Please see the Moldova Accessibility section, sub-section: Fostering the Development of eBusiness.

Yes The VAT rate for ICT equipment was decreased, from 17% to 7%, as defined in the Government Economic Policy for 2008.

Yes Exemption from income tax for IT professionals. They pay their taxes based on a previously established tax rate.

Yes VAT on IT equipment was reduced to 8%.

Yes Value added tax decreased from 18% to 5% for computers, computer parts and software in August 2007; this largely contributed to the development of the ICT sector.

The Goal

Albania

3c. Further removal of the obstacles to both direct foreign and domestic investment in order to stimulate the development of the IT Sector in South Eastern Europe by 2009.

Yes/No A lot of actions have been undertaken by the Governement towards improving the business climate: reform of the taxation system , reform of business registration, one- stopshop procedures for different acitivites and a 1 Euro fee for services.

3d. Create an environment conducive to a decrease in the running costs of software companies and the subsequent cost of their services by 2009.

3e. Introduce favourable and growth-oriented tax schemes for the IT sector by 2009.

9999 100100 101101 102102 103103 In line with the Strategy on eBusiness development: promotion of ICT usage in business, introduction of learning programs on e-business, legal framework and procedures. Trade and Investment Promotion Agency also tackles the obstacles to investment. EU technical assistance related to the improvement of investment climate is to be implemented. Montenegrin Investment Promotion Agency (MIPA) is a national investment agency set up by the Government of Montenegro in 2005 to promote foreign investments and facilitate economic development in Montenegro. So far, there were major investments / privatizations in the sector of telecommunications, and IT has not yet been fully recognized as a sector that needs extensive promotion. However, the Strategy emphasizes that creating competitive ICT sector is very important in the process of creating information society, through improving companies and human capacities, and strengthening the economy of knowledge. 101 Serbian Investment and Export Promotion Agency –SIEPA was established in 2001 with the goal of facilitating and supporting the entry of foreign investments in Serbian economy, as well as supporting Serbian export. SIEPA has provided a considerable contribution to the promotion of options for investments in the Serbian IT sector. The investment contract on Indjija technology park was, for example, concluded in this manner. 102 Agency for foreign investments has identified ICT as one of the sectors with biggest potential for investments and has drafted a “Study for investment opportunities in ICT sector in FYR Macedonia”. Large number of investing incentives (zero tax on reinvested earnings, flat-rate on personal tax and income tax, deceased value added tax for computers, computer parts and software from 18% to 5%, etc.). Additional incentives for fostering investments in some of the four technology and industrial zones in the country has been implemented (zero personal and corporate tax for the first 10 years, no VAT and customs charged for the production intended for export, incentives in the amount of 500.000 EUR for costs for building capacities of the investors, free connection to communal services). 103 Direct measure contributing towards decreasing the costs of the software companies is the value added tax decrease from 18% to 5% for computers, computer parts and software. There are no other incentives intended specially for development of software companies. 99

100

Part I:

The Regional Perspective

The Goal

Albania

Bosnia and Herzegovina

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

3f. Foster the creation of a favourable environment for IT professionals by stimulating business incubators, technoparks and business start-up centres, through partnership with universities and the private sector, by 2009.

Yes/No

Yes

Yes/No 104

Yes/No 105

Yes/No 106

Yes

No concrete effort has been taken to remove these obstacles.

There are no systemic activities that address this issue.

The Croatian Institute of Technology (www.hit. hr) supports science-industry collaboration. The Business Innovation Centre of Croatia (BICRO) (www.bicro. hr) implements technological development and innovation support programmes.

No There have been some initiatives for business parks, but not specifically oriented towards ICT, and there are no ICT incubators. Access to credit remains very difficult, especially for start-ups, while the cost of capital is the highest in the region.

3g. Create an environment in which all companies can use ICT in their daily operations and use modern technology as a tool for participation in the global economy by 2009.

Yes/No Some concrete efforts have been taken in this regard, such as the programme that established eTaxes, eProcurement and eRegistration.

Yes/No

Yes

Yes/No

There are no systemic activities that address this issue.

Services that enable more efficient interaction with the state administration are being implemented. Several programmes for education in ICT were financed by the Ministry of Economy, Labour and Entrepreneurship.

No There is no evidence of any incentives. Nevertheless, the percentage of businesses that use the Internet ranges from 78% for smaller businesses to almost 100% for major businesses. The recent cash registers regulation may implore businesses to ensure access to technology.

Please see the Moldova Accessibility section, sub-section: Fostering the Development of eBusiness.

This is one of the strategic priorities within the Strategy.

The

The Ministry of Economy and Regional Development undertook a set of activities during the course of 2008 with the goal to raise the total technological capacities of small and medium enterprises.

Please see the Know-How and Human Resource section for FYR Macedonia.

Please see the Moldova Accessibility section, sub-section: Fostering the Development of eBusiness.

(e-guvernare. ro) Portal allows on-line payment of taxes and contributions for employees, as well as the ability to obtain transportation licenses.

Yes/No 107

4. Digital libraries and heritage.

104104 105105 106106 107107

In accordance with the strategy of development of small and medium-sized enterprises, first ICT Business Incubator was established in Montenegro in 2009. It provides support in the early stages of business development and prepares young entrepreneurs for starting their own businesses, through: • Office and research space, ICT infrastructure, • Administrative support and business consulting - business planning, management, marketing, • Development and strengthening of partnerships between national, regional and local subjects in public and private sector, donor community and national partners, and • Education and training, consulting and mentoring programs. 105 Some technological parks have already been established and new ones shall be set up, in an attempt to encourage universities to take part in the research and development process. Thus, a protocol was signed for the implementation of 10 software parks by the end of 2010: one in each of the developing regions of the country and 2 in university Centres.. The “digital cities” project monitors the implementation of infrastructure and services in some cities. Target: citizens and business 106 The Technology Park project in Indjija was launched. A technology-business incubator was created in the late 2007 through the partnership of four technical faculties of the Belgrade University, Municipality of Palilula and Democratic Transition Initiative. The project was supported by OSCE. The first business start-up Centre was founded in 2007 in Kragujevac on the initiative of SPARK and with the support of Dutch government. 107 In their daily operations companies in the FYR Macedonia are mainly using www and e-mail. What lacks is the use of ICT in automation of business and technology processes in the businesses. More active role of the state (in cooperation with the other stakeholders) is needed through: introducing incentives for businesses implementing eBusiness, establishing support Centres for small and medium enterprises in implementing eBusiness and eCommerce, presenting regional and world best practices for ICT implementation in daily operations to the business, launching wide campaign for benefits of ICT implementation in Macedonian enterprises. 104

eGovernance and ICT Usage Report for South East Europe - 2nd Edition The Goal

Albania

Bosnia and Herzegovina

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

4a. A national programmes for the digitalisation of libraries will be adopted by the end of 2008 and all libraries will have access to digital systems by 2011.

Yes/No

Yes

Yes/No

Yes

The National Library has been fully digitalised and connected to local, city and regional libraries.108

28% or 385 libraries from a total of 1,391. For more details, please, see the Moldova Know-How and Human Resource section.

No The National Programme for the Digitalisation of Libraries was adopted in 2008 for the period up until 2011. Libraries at the state level have Internet access, as do more than 80% of academic libraries and local libraries.

Yes/No

The National Programme of Digitalisation for the period 2007-2009 has been adopted and financed by the central government budget.

For more details please see the Romania Know-How and Human Resource section.

The National Library Digitisation Programme has been adopted.

Please see the Utilisation of ICT within Education chapter for FYR Macedonia.

4b. Programmes for the digitalisation of cultural and historic heritage will commence by 2009.

Yes/No

Yes 109

Yes

Yes/No

Yes

It is the goal of the Government, but no concrete plan has been prepared. Some initial steps have been taken in regard to the digitalisation of films, songs etc.

There are no nationwide programmes, but some programmes/ projects have been started.

For details please see the Moldova Know-How and Human Resource section.

In the development phase.

For more details please see the Romania Know-How and Human Resource section.

For more details please see the Serbia Know-How and Human Resource

Please see the Utilisation of ICT within Education chapter for FYR Macedonia.

There is no national programme drafted for this; however the National ICT Strategy, in its Action Plan, set the objective to partially digitalise libraries by 2012. The National library has already been digitalised.

For more details please see the Serbia Know-How and Human Resource section.

sections.

5. eParticipation and eDemocracy.

108108 109109

The National Library of Kosovo has fully automated its operations since a couple of years ago. It is using the Aleph 500 software of ExLibris for this purpose. The library has plans to fully digitize its content by 2015 as per the e-Governance Strategy of Kosovo. http://www.biblioteka-ks.org/ 109 National project of digitalization of archival, library and museum material was initiated in 2005. The Croatian Cultural Heritage project for the digitalization of archival, library and museum material was started in 2007 and will be implemented over three years (www.kultura.hr). 108

Part I:

The Regional Perspective

The Goal

Albania

Bosnia and Herzegovina

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

5a. All decisions that require public discussion, as well as their drafts, will be available for on-line discussion by 2009.

Yes/No

Yes

Yes/No

Yes

Yes/No 110

Yes/No

No official decision has been taken on this; however, positives steps have been taken in regard to increasing transparency towards the public in regard to decisions taken by the Government. Each ministry has an informative website.

Some are available, but no systematic benchmarking exists. Also, no official laws or decisions on this issue exist.

The Code of Good Practice on the inclusion of the public interest in decisions and the implementation of laws, other regulations and acts is being prepared. There is no legal obligation for posting all decisions and their drafts on-line, although this is frequently done.

No There is no unified approach to this issue. Institutions tend to lean on the side of less transparency and less public discussion: laws are prepared solely by the Government and then forwarded straight to the Parliament for adoption. A notable deviation is TRA, which publishes all consultations prior to taking decisions.

Publication on the official websites, including drafts of normative and legislative acts for public discussion, is compulsory under the Law on Transparency in Decision Making: No. 239-XVI (dated 13.11.2008).

Some are available, but not all.

Such services (G2C services) are available.

This obligation has been partially fulfilled.

In 2010 the MIS plans to develop an eDemocracy portal that will permit citizen participation in public policy creation; this will contribute towards the improvement of the democratic process in the country by use of ICT. 111

5b. There will be a significant increase in the participation of citizens and business as part of eGovernment services by 2009.

Yes/No

Yes/No 112

Yes/No

Yes/No 113

Yes/No

The National ICT Strategy dedicates a chapter to “Promoting Good Governance through Modern On-line Services”. The focus is on increasing the participation of citizens in the decision making process and improving democracy in the country.

No significant increase has been registered, although no systematic benchmarking exists.

With an increase in the availability of public services through the Internet the interests and participation of citizens and enterprises is also growing.

The situation has improved with the completion of the on-line civil status application.

No data is available.

Through an increase in the number of electronic public services, as well as an increase in citizens’ and companies’ access to ITC, issues are being addressed by structural funds finance that is available to the ITC sector. These factors will convert participation in eGovernment into an increasingly dynamic process.

According to the latest data from the State Statistical Office, in the first quarter of 2009 26% of Internet users utilised the Internet for eGovernment services, while the percentage among companies was 75.8%.114

110110 111111 112112 113113 110

111

112

113

Government bodies mostly make their documents available on-line and open public debates on them. NITIA has launched a forum dedicated to information society and eGovernment issues on the following url: www.rzii.gov.rs. On the occasion of the first electronic session of the Government of Serbia on June 11th 2009, Prime Minister Mirko Cvetković has declared that the electronic system will be used not only for Government sessions, but also for the complete functioning and work of government boards, as well as documentation preparation. Moreover, although in 2007 the Government of the FYR Macedonia has adopted “Strategy for cooperation between the Government and civil sector with Action Plan for implementation (2007-2011)” that envisages informing and active participation of NGO representatives in the process of policy creation, drafting laws and other decisions, as well as providing draft-laws on the web portals of the ministries and other state bodies, it is not a regular practice. Step forward in this direction is the new Internet forum that provides participation of the companies with their remarks in preparation of technical documentation for public procurements. As Prime Minister recognized on 04.01.2010 (www.gov.md), the state institutions have limited capacity to ensure a participatory and transparent decision-making. In eight years of communist government administrative system has become static, closed for collaboration and communication with society. The new Prime Minister had several meetings with representatives of civil society, private sector, employers, youth to initiate an ongoing dialogue with citizens. On December 29, 2009, the Government established the National Council for Participation, as a platform for dialogue, collaboration and partnership with civil society in developing and implementing solutions to the problems of the country. For purposes of information and ensure transparency of government, the Government initiated concrete actions with development partners to strengthen communication system for the government and to facilitate communication between citizens, mass media, on the one hand and public relations directions within ministries, on the other. Participation can be on the level of obtaining information, downloading documents and seldom on-line submission of forms. Individuals: - 92.4% - obtained info from websites, - 71.1% - downloaded orms, - 57.4% - submitted forms on-line.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition The Goal

Albania

Bosnia and Herzegovina

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

5c. Action Plans for the implementation of ICT in electoral processes and the implementation of electronic voting will be adopted by 2012.

Yes/No

Yes 115

Yes/No 116

ICT is used for electoral process support, but to date no implementation of electronic voting is planned.

FYR Macedonia

According to the Action Plan for eSEE Agenda Plus, the implementation and design of the ICT Implementation Plan for Election Processes is planned for June of 2012.

Yes/No The MIS has prepared an analysis of ICT implementation within election processes and implementation of electronic voting. Further efforts are needed to evaluate the possibilities for and drafting of concrete action plans for the realisation of this aim by 2012.

114114 115115 116116

114

115

116

Free IT trainings for all interested citizens have been organized from 2007. 22.500 citizens completed the trainings in 2007 and about 18.000 citizens in 2008. In 2010 MIS is planning: raising confidence among citizens and businesses in usage of information society services, introducing e-payment of the eGovernment services that requires paying fees through upgrade of the central portal www.uslugi.gov.mk, provision of distance learning, implementing coordinate system for provision of public services and managing relationship with citizens.These and other services will enhance interaction with the citizens and business sector in their use of eGovernment services to the highest level (Level 4 and Level 5), which is recommended by many analyses conducted on the current eGovernment services. The Government of Croatia adopted this action plan in January 2009. By doing so, the authorities are obligated to provide the improvements of the information system of personal status, the foundation for the planning electronic voting in the future. Another prerequisite is to establish a system for managing electronic identities of citizens, which is planned as part of the eGovernment strategy for the year 2010. In order to implement ICT in the electoral process a Conception of Automated Information System „Elections” was approved by the Parliament. The technical specifications and pilot project for its first module - “State register of electors” was prepared and the Register tested in local elections in November 2009 in 2 localities. The implementation is supported by UNDP.

Part I:

The Regional Perspective

8 eGovernance Services This chapter provides an overall regional analysis of Analysis per each participating country is provided the stages of the on-line availability117 of essential G2B in a separate chapter. The methodology used for this and G2C eGovernance services, as defined priorities assessment is explained in Annex III. within eSEE Agenda Plus.118 G2B

G2C

Employee income tax payments: registration, payment and analysis.

13. Job search.

Environment and construction permits: obtaining a license.

14. Social benefits.

Electronic cadastre and related registers of ownership.

14a: Unemployment benefit.

Healthcare and pension: payments and examinations.

14b: Child supplement.

Enterprise registration.

14c: Health care payments.

Company income registration.

14d: Student supplements and grants.

7. VAT.

15. Personal documents.

Customs declarations.

15a: ID.

A Single Window for the one-time filing of all required information on a foreign trade transaction.

15b: International passport.

10. Public procurement.

15c: Driving license.

11. Registry of mortgages of legal persons.

16. Car registration: new, second-hand or imported.

117 118

Not planned activities, only available services eSEE Agenda Plus, Appendix 1

eGovernance and ICT Usage Report for South East Europe - 2nd Edition G2B

G2C

12. Submission of statistical data to the State Statistical System (including harmonisation with EUROSTAT requirements).

17. Public libraries: review of catalogues and ordering. 18. Certificates: births, deaths and marriage records. 18a: Birth certificate. 18b: Death certificate. 18c: Marriage certificate. 19. Admission to higher education institutions. 20. Residence registration: in the event of a change of address.

The following table provides a regional overview of the availability of G2B services

Service

Albania

BiH

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

Average

1. Employee income tax payment: registration, payment and analysis.

75.00 %

46.00%

40.00 %

60.00 %

40.00 %

80.00 %

40.00 %

100.00 %

57.89 %

2. Environment and construction permits: obtaining a license.

50.00 %

22.50%

37.50 %

25.00 %

37.50 %

25.00 %

50.00 %

25.00 %

32.00 %

33.83 %

3. Electronic cadastre and related registers of ownership.

25.00 %

25.00%

50.00 %

0.00 %

50.00 %

25.00 %

50.00 %

36.11 %

4. Healthcare and pension: payments and examinations.

75.00 %

25.00%

100.00 %

25.00 %

50.00 %

37.50 %

100.00 %

50.00 %

75.00 %

59.72 %

5. Enterprise registration.

75.00 %

32.50%

75.00 %

50.00 %

75.00 %

50.00 %

59.17 %

6. Company income registration.

75.00 %

50.00%

50.00 %

75.00 %

50.00 %

75.00 %

50.00 %

100.00 %

63.89 %

7. VAT.

75.00 %

50.00%

50.00 %

75,00 %

50,00 %

75,00 %

50,00 %

100,00 %

63.89 %

100.00 %

100.00%

75.00 %

50.00 %

50,00 %

100,00 %

75,00 %

100,00 %

50,00 %

77.78 %

8. Customs declaration.

Part I:

Service

Croatia

Kosovo

Moldova

Montenegro

Romania

25.00 %

0.00%

50.00 %

75,00 %

0,00 %

100,00 %

33.33 %

100.00 %

15.00%

25.00 %

40.00 %

50,00 %

100,00 %

64.44 %

11. Registry of mortgages of legal persons.

25.00 %

50.00%

50.00 %

25.00 %

50,00 %

25,00 %

0,00 %

100,00 %

50,00 %

41.67 %

12. Submission of statistical data to the State Statistical System (including harmonisation with EUROSTAT requirements).

25.00 %

30.00%

40.00 %

0.00 %

40,00 %

20,00 %

80,00 %

40,00 %

20,00 %

32.78 %

Average:

60.42 %

37.17 %

53.54 %

33.75 %

55.21 %

39.38 %

63.33 %

56.67 %

68.92 %

52.04 %

10. Public procurement.

Serbia

FYR Macedonia

BiH

9. A Single Window for one-time filing of all required information on a foreign trade transaction.

Albania

The Regional Perspective

Average

Table 2: Regional Overview of Availability of G2B Services

As can be seen, the overall assessment is around 50%. Of course, it does not make sense to add apples and oranges here but that number gives us a sense of the typical service in the region. Indeed, today within the region it is typical for service providers to offer the possibility to obtain the paper

form for sending the request to start a procedure.

The following table provides a regional overview of the availability of G2C services.

Service

Albania

BiH

Croatia

Kosovo

Moldova

Montenegro

13. Job search.

25.00%

60.00%

75.00%

0.00%

75.00%

14. Social benefits.

20.00%

8.00%

35.00%

0.00%

40.00%

25.00%

15. Personal documents.

20.00%

12.00%

40.00%

20.00%

46.70%

20.00%

9119

119

If we take into account just the state services, the percentage is 25%, but in Romania this service is commercial developed, free of charge, so the percent is larger in reality.

Serbia

FYR Macedonia

Average

100.00%

88.00%

58.11%

40.00%

20.00%

35.00%

24.78%

40.00%

20.00%

40.00%

28.74%

Romania 25.00%119

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Service

Albania

BiH

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

Average

16. Car registration: new, second-hand or imported.

20.00%

6.00%

20.00%

0.00%

60.00%

0.00%

40.00%

20.00%

40.00%

22.89%

17. Public libraries: review of catalogues and ordering.

40.00%

60.00%

80.00%

75.00%

80.00%

63.89%

18. Certificates: births, deaths and marriage certificate.

25.00%

35.00%

50.00%

75.00%

60.00%

25.00%

33.33%

50.00%

44.81%

19. Admission to higher education institutions.

50.00%

25.00%

43.75%

25.00%

50.00%

25.00%

32.64%

20. Residence registration: in the event of a change of address.

25.00%

7.50%

50.00%

0.00%

25.00%

50.00%

25.00%

50.00%

28.61%

Average:

28.13%

26.69%

46.72%

22.50%

48.26%

31.88%

44.79%

41.88%

51.00%

38.06%

Table 3: Regional Overview of Availability of G2C Services 11

Here, the overall assessment is around 38%. Actually, we received quite disappointing results for most of the countries. The essence of the eGovernance concept – the service to citizens – seems to be at a quite unsatisfactory level.120

120

Even the provided score of 37% is questinoable because the best rated service „Public Libraries“ is more related to electronic access to libraries rather than to access to digital content.

Part I:

The Regional Perspective

9 Gender perspective

9.1.1

9.1 SEE Gender Issues and ICT The potential for information communications and technology (ICT) to act as a means for the promotion and advancement of gender equality was identified and further researched at the Fourth World Conference on Women, held in Beijing in 1995. In South East Europe these issues were identified over the last decade, yet a large gap still exists in the imbalance between women’s and men’s access to and their participation in ICT. The region of South East Europe (SEE) has seen steady progress in the development of institutional, legal and policy frameworks for gender equality and equity during the last ten years. Both governmental institutions and the non-governmental sector have played a major role in raising awareness about the level of discrimination that women in the SEE region face today. Governments in particular have raised awareness on gender issues and how they affect the lives of women and men in SEE. However, generally speaking, despite issues related to ICT quite often being dealt with within policies aimed at gender equality, ICT policies themselves tend to be gender blind. At the same time, while a significant number of women are engaged in ICT, especially in comparison with other areas of the technical/ engineering sector, overall, the sector remains male dominated.

The Gender Digital Divide

A major gap exists in terms of the lack of information and data on the use of ICT equipment and services by men and women. There is a general tendency for high level positions to be occupied by men; however, there are initiatives within state structures and political movements to enforce some quotas related to the involvement of women in politics, such as those noted in the reports for Albania, Bosnia and Herzegovina, Croatia and Moldova. The scant gender relevant data produced by this report indicates a gender gap in ICT within South East Europe. • The share of ICT professionals employed in public administration institutions shows that at Level 1 the number of male employees in ICT is higher than the number of employed women, as is the case with Level 2, while the situation for Level 3 is reversed (ref. this report: Moldova ICT Profile chapter). • The SORS analysis of research participants by gender shows that in 2009, during the three months preceding the research, 42.3% of men and 34.1% of women used the Internet. According to CULLEN International data for 2008, 46% of Serbian men and 37% of Serbian women use a computer regularly, while the EU average is 66% for men and 60% for women. That is to say, 26 individuals out of a hundred access the Internet regularly in Serbia, while the EU average is 51, out of which 56% are men and 47% woman (ref. this report: Serbia ICT Profile chapter).

eGovernance and ICT Usage Report for South East Europe - 2nd Edition • 38% of the male and 33% of the female population in Bosnia and Herzegovina (not exclusively students) use the Internet, which

Percentage

provides some form of estimate (ref. this report: Bosnia and Herzegovina ICT Profile chapter).

Albania

BiH

Croatia

Kosovo

Moldova

Montenegro

Romania

Serbia

FYR Macedonia

Average

3.00

1.00

4.00

1.00

2.44

Table 4: The Percentage of Female led enterprises with broadband access

The jobs held by women in the field of telecommunications hardware indicates a low participation rate for women: less than 15%. Only one quarter of software engineers and programmers are women. In some Eastern European countries the participation of women in ICT related fields has increased, namely Hungary, the Czech Republic and Slovakia. However, despite this, the average participation of women within the ICT sector remains low for the whole of Europe: 30% - 45% in Europe.121 Research recently conducted in Montenegro has shown that less than half of the women interviewed used a computer (46.6%).122 The largest number of respondents used a computer on a daily basis (58.2%), while a third used it at least once a week (32.1%). The vast majority used a computer at home (78.8%). The most frequent activities done with the aid of a computer were moving or copying files (76.1%), search engines (59.6%), e-mailing with attachments (54.2%), using basic Excel formulas (53.8%) and archiving files (46.1%). Research conducted in Serbia showed a gender divide in relation to the use of computers: 65% of men said 121 122

FEMINICT (2008), p.22 The sample was 1400 out of which 48% women. Instituta za strateške studije i projekcije in FEMINICT (2008) pp. 26-29.

that they do not use computers compared to 84% of women. The main reason given by women for not using a computer was a lack of interest (34% compared to 30% of men), while men cited not having access to a computer (36% compared to 30% of women). 123 31.5% of women and 43.3% of men said that they have an e-mail address. In Croatia the Ministry of Economy, Labour and Entrepreneurship allocated 2,893,788.00 Kuna from the budget to fund the introduction of new technology and the application of know-how in relation to technological developments. Unfortunately women only received 27% of the total incentives given by the Ministry.

9.1.2 Gender Gap in ICT narrowed There are rare exceptions that show the equal participation of women and men and even a higher rate for women. • 80 civil servants were involved in the development of ICT strategies; the number of 123

The sample was 344, out of which 50% women, FEMINICT (2008) pp. 38-41.

Part I:

The Regional Perspective

women was about equal to that of men. 280 civil servants were trained in the use of ICT, including 163 women (ref. this report: Moldova ICT Profile chapter). • The average number of females per computer in primary and secondary schools is 16.91, while the average number of males per computer is 18.10 (ref. this report: Albania ICT Profile chapter). Reg.

2008

Type of application used

No.

Once equal access to ICT is guaranteed and provided to women and men, such as is the case with the educational system in Romania, their use of ICT does not greatly differ (Ref. Table below). The only relevant differences appears in the frequency of downloading non-game software, which women on average do less than men (7% difference). However, women use the Internet more than men for educational and training purposes (7% difference). 2009

Male

Female

Male

Female

Communication, information searches and on-line services.

94.8%

94.3%

99.1%

98.3%

1.1

To send/receive e-mails.

86.0%

85.3%

88.8%

87.4%

1.2

To download software (other than games).

24.7%

17.8%

38.3%

31.0%

1.3

To download read on-line news/ newspapers/magazines.

43.3%

38.2%

59.4%

59.8%

Training and education.

69.6%

72.1%

66.8%

74.4%

2.1

To search for information about education, training and offered courses.

56.1%

56.8%

54.3%

62.1%

2.2

To attend on-line courses (on any topic).

6.4%

6.1%

14.0%

15.4%

2.3

To consult the Internet for learning purposes.

46.0%

46.6%

56.4%

62.3%

Table 5: frequency of use of e-mail services and other Internet applications by pupils and students in Romania 33

A good example124of the participation of women in ICT is of women and has 41% of female managers, including that of Montenegro Telecom (MT), which employs 47% the Technical Director of MT. In the IT Sector of MT 55% of management are female and over 50% of employees 16 - 24 years age group, NIS – ”Public access to Information and Communications Technology” – 2009, this Report p. 247.

124

eGovernance and ICT Usage Report for South East Europe - 2nd Edition are women: the IT Director is a woman. Women in the IT sector are mainly employed in departments that deal with the development of programme solutions (software developers), development of reports and the maintenance of purchased programme business solutions (billing and SAPÄFIS systems). The women in this company say that the greatest obstacle to their careers is not the sector that they are in but rather the lack of an enabling environment for women once they venture into parenthood. Neither the Government nor the business environment have adequate support systems that can help reconcile family and professional life.125 Five years ago the project “Take Back The Tech!” began. It is a collaborative campaign of Activism Against Gender-based Violence that takes place over 16 Days (25 November - 10 December). Its purpose is to invite everyone, especially women and girls, to take control of technology in order to help put an end to violence against women.126 In 2005, research papers showed that the connection between ICT and violence against women was an issue that received little attention or discussion at that time. After sharing the findings with women’s rights and communications rights advocates from different spaces, this was identified as a critical issue that compels further attention and deeper engagement. “Take Back the Tech!” was initiated as one of the ways to achieve this by the actions listed below. • Create safe digital spaces that protect everyone’s right to participate freely, without harassment or threat to their safety. • Realise women’s rights to shape, define, 125 126

FEMINICT (2008) pp.49-52. http://www.takebackthetech.net/

participate, use and share knowledge, information and ICT. • Address the intersection between communications rights and women’s human rights, especially VAW. • Recognise women’s historical and critical participation and contribution towards the development of ICT. In 2008, “Take Back the Tech!” was awarded an honorary mention in the Digital Communities category of the prestigious Prix Ars Electronica International Competition for Cyber Arts for its innovative and collaborative campaign to end violence against women. “Women and the Internet: A Croatian Perspective” was a book published in 2003 that sought to identify the problems related to women and ICT and to create “new theories from a local perspective”. The book was the first of its kind and represents a starting point that needs to be followed up and applied in other parts of SEE. The book provides data on the gender digital divide, women’s webpages and the usage of ICT by women’s movements.

9.1.3 Recommendations This report, as well as recent studies and research, indicates that a vast area of work and campaigning is required to bridge the gender digital divide. It requires the participation of both government institutions, with a mandate to promote and advance ICT, and those with the mandate to mainstream gender issues and ensure equal opportunities for women and men. As do

Part I:

The Regional Perspective

all ICT and gender-related fields, it spreads across all sectors and services and in the case of SEE requires the strong participation of the women’s movement. A number of recommendations have been made in relation to the process of bridging the gender digital divide. • Cooperation between government institutions with a mandate to develop ICT on the one hand and government institutions with the mandate to mainstream gender on the other. • Gender disaggregation of ICT data at all levels of data collection. • Research into ICT access and use by pupils and students. • Development of ICT policies that will include a gender perspective. •

•

9.2

SEE Gender and ICT Legal and Institutional Framework 127

9.2.1 Albania 128 Legal Framework The Albanian National Strategy on Gender Equality and Domestic Violence 2007-2010 includes some specific measures regarding increased access to materials and resources for gender issues, but does not have specific ICT and gender strategies nor measures. The Law on Gender Equality in Society (2008) does not have any specific articles pertaining to ICT and gender.

Institutional Framework The Directorate of Policies for Equal Opportunities (DPEO) includes an Institutional Mechanism on Gender Representation of women and the integration of Equality and Domestic Violence; it was established in gender-specific issues within ICT projects at all 2006 as the gender mainstreaming body responsible for gender equality and domestic violence within levels. The presence of SEE countries during global the Ministry of Labour, Social Affairs and Equal debates and inter-governmental processes or Opportunities of Albania. forums related to gender and ICT. 129 Awareness raising campaigns for women and 9.2.2 Bosnia and Herzegovina gender equality advocates on the benefits of Legal Framework ICT. Initiatives to help provide more than just access to The Gender Equality Law of Bosnia and Herzegovina was training for women in basic skills and to promote Major source: National Machinery, action plans, and gender mainstreaming in the Council the concrete advancement of women within the ICT of Europe member states since the 4th World Conference on Women (Beijing 1995), 2004 http://www.coe.int/T/E/Human_Rights/Equality/PDF_EG(2004)4_E.pdf sector. Sources: The National Machinery is the organisational structure established with particular responsibility for the advancement of women at the central national level, and recognized Encouragement and support for local womenby the government. SEELINE webpage, National Machinery Albania, updated 2003, http://www.seeline-project.net/NM/AlbaniaNM.htm#1 centred on-line content. Stop Violence Against Women webpage, Albania National Action Plan, updated 2003, http://www.stopvaw.org/National_Plan_of_Action.html Participation of older women in ICT activities. Facts and Charts on Gender Equality Albania 2005, 127

128

• •

129

http://www.ilo.org/public/english/region/eurpro/budapest/download/gender/albania.pdf Major source: Agency for Gender Equality of BiH, www.arsbih.gov.ba

eGovernance and ICT Usage Report for South East Europe - 2nd Edition adopted in 2003 but it does not contain any specific gender and ICT issues. However, the Action Plan on Gender Equality of Bosnia and Herzegovina (2006) (GAP), as a political document that defines activities on gender equity and equality and application of legal obligations in all important fields of society at the state level, including ICT, directly and specifically targets ICT and includes obligations and recommendations for gender mainstreaming ICT in Chapter 15 of the GAP.

9.2.3 Croatia130

Legal Framework A Gender Equality Act was passed in July 2003. In 2005 the Commission of the Government of the Republic of Croatia for Equality prepared and the Croatian Parliament adopted a new National Policy for the Promotion of Gender Equality 2006-2010. Goals for 2010 include gender and ICT related measures, such as an increase in the number of graduate experts (both male Institutional Framework and female) in the field of mathematics, science and In December 2000 the Government of the Federation technology, and in particular an increase in the proportion of BiH (FBiH) established the Gender Centre of FBiH, of women in those professions. It encourages interested while by the end 2001 the Government of Republika female students to enrol in elective programmes of Srpska (RS) had established the Gender Centre of information technology and computing. RS. Gender Centres operate at the entity level as the gender equality expert services of the RS and FBiH Institutional Framework governments. They possess the mandate to act as In 1996, the Government established the Commission of resource organisations for issues related to ICT and the Government of the Republic of Croatia for Equality, gender. responsible for the advancement and protection of The Agency for Gender Equality in Bosnia-Herzegovina the status of women. In 2000 the Committee for was established on the 19th February 2004, by Gender Equality replaced the Commission. In 2004 the a Decision brought by the Council of Ministers, as Committee became the Government Office for Gender envisioned under the Law on Gender Equality (GEL). Equality (GOGE). Besides supervision of the implementation of the GEL, the Agency’s functions include: periodic development 9.2.4 Kosovo131 of action plans in order to promote gender equality, preparation of annual reports to the Council of Legal Framework Ministers on the status of gender in BiH, evaluation The Law on Gender Equality was brought in 2004. In April 2004 the Government of Kosovo adopted the of laws and by-laws adopted and similar. 130

131

Major source: National Policy for the Promotion of Gender Equality 2006-2010, Croatian Official Gazette 13 October 2006. Sources: Sida Kosovo Gender Analysis 2004, http://www.womenwarpeace.org/kosovo/docs/kosovogenderanalysis_sida.pdf WomenWarPeace.org webpage, updated in 2005, http://www.womenwarpeace.org/kosovo/kosovo.htm

Part I:

The Regional Perspective

National Action Plan for the Achievement of Gender Institutional Framework Equality. The Kosovo Gender Equality Programme was The Department for Equal Opportunities and Family Policy was created as a subdivision of the Ministry of approved in 2008. Labour and Social Protection after the elections in 2001. The department is responsible for the coordination of Institutional Framework In 2005 the Government, under the auspices of the equal opportunity policies. In addition, the department Office of the Prime Minister, established the Office for monitors legislation from an equality perspective and Gender Equality, which was subsequently upgraded makes relevant recommendations. to the Agency for Gender Equality (AGE) in 2006, at the central level. The AGE is mandated to work on the 9.2.6 Montenegro implementation of the Law on Gender Equality and the Action Plan for the Achievement of Gender Equality. Legal Framework Gender equality officers were established at the A Law on Gender Equality was adopted in 2007. ministerial level to monitor and report on the internal A National Action Plan for Gender Equality in implementation of gender equality legislation, policies Montenegro was developed and adopted in 2007, to and strategies that fall within the competencies of cover the period 2008-2012. It includes gender and ICT the relevant ministry and at the municipal level in relevant measures and aims, such as increased flexible all municipalities. This was in order to monitor the working hours where possible by use of working from implementation of gender equality legislation and home via the Internet, a reduction in the digital divide between women and men, an increased number of IT strategies at the municipal level. literate women, in particular Romany and rural women. Â

9.2.5 Moldova

Institutional Framework In 2003 the Gender Equality Office was established Legal Framework The Law on Gender Equality and the Provision of as a part of the General Secretariat of the Government the Conditions for its Implementation was approved of Montenegro. Following Montenegroâ&#x20AC;&#x2122;s independence by the Parliament of the Republic of Moldova in it became a department within the Government of March 2006. Thus, it became the legal platform for Montenegro. the development of the national mechanism for the integration of gender perspectives at all levels and also for the implementation of the National Plan of Action on Gender Promotion for 2006-2009, which was adopted in August 2006. 77

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 9.2.7 Romania132

the Improvement of the Position of Women and the Advancement of Gender Equality. This Strategy focuses on 6 priority goals including “Encouraging measures to Legal Framework In 2002 the Parliament adopted a Law on Equal Op- increase women’s usage of ICT”. portunities and Treatment for Women and Men, and Institutional Framework the Emergency Ordinance. The Gender Equality Directorate within the Ministry In 2000 the Romanian Government approved a for Labour and Social Policy was established in 2007. National Action Plan for Equal Opportunities between Comparable structures exist within the Autonomous Province of Vojvodina: the Provincial Secretariat women and men. for Labour, Employment and Gender Equality and the Deputy Ombudsman as well as a parliamentary Institutional Framework In 1999 the Consultative Inter-ministerial Commission committee. on Equal Opportunities for Women and Men was established with the objective of gender mainstreaming. In 1999 the Directorate of Equal Opportunities was set up within the Department for Coordinating the Labour Market and Wages. In 2000 the Directorate gained autonomy and became the Department for Equal Opportunities. In 2004 the National Agency for Equal Opportunities between Women and Men was established within the Ministry of Labour, Social Solidarity and Family.

9.2.8 Serbia Legal Framework A broad policy and legal framework has been put in place in Serbia for women’s rights and gender equality, consisting of laws and bylaws, and national, provincial and local development and employment policies as well as the recently passed National Strategy for

9.2.9 FYR Macedonia133 Legal Framework In May 2006 the Law on Equal Opportunities for Women and Men was passed. The National Action Plan for Gender Equality of Macedonia was submitted in 1999, but it does not contain specific issues on gender and ICT. Institutional Framework In March 1997 the Unit for the Promotion of Gender Equality was established within the Ministry of Labour and Social Policy. Its purpose is to influence the advancement of women in Macedonia in conformity with international conventions and documents, such as CEDAW and the Beijing Platform for Action. It also has a mandate to deal with issues pertaining to gender and ICT. 133

132

Major source: Facts and Charts on Gender Equality Romania 2005, http://www.ilo.org/public/english/region/eurpro/budapest/download/gender/romania.pdf

Sources: Facts and Charts on Gender Equality Macedonia 2005 http://www.ilo.org/public/english/region/eurpro/budapest/download/gender/macedonia.pdf Stop Violence against Women website, updated 2003, http://www.stopvaw.org/Macedonia.html

Part II:

eGovernance Services Assessment per Participating Country

Part II: eGovernance Services Assessment per Participating Country

10 Albania 10.1

The Overview

TOTAL

39%

G2B

52%

G2C

25%

Employee income tax payments: registration, payment and analysis.

75%

13.

Job search.

25%

Environment and construction permits: obtaining a license.

50%

14.

Social benefits.

20%

Electronic cadastre and related registers of ownership.

25%

14a: Unemployment benefit.

Healthcare and pension: payments and examinations.

75%

14b: Child supplement.

Enterprise registration.

75%

14c: Health care payments.

Company income registration.

75%

14d: Student supplements and grants.

75%

15.

7. VAT. 8.

Customs declaration.

A Single Window for one-time filing of all required information on a foreign trade transaction.

10.

Public procurement.

11.

Registry of mortgages of legal persons.

100%

25%

100% 25%

Personal documents.

20%

15a: ID.

15b: International passport.

15c: Driving license. 16.

Car registration: new, second-hand or imported.

20%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition TOTAL 12.

Submission of statistical data to the State Statistical System (including harmonisation with EUROSTAT requirements).

39%

25%

17.

Public libraries: review of catalogues and ordering.

40%

18.

Certificates: births, deaths and marriage records.

25%

18a: Birth certificate. 18b: Death certificate. 18c: Marriage certificate. 19.

Admission to higher education institutions.

50%

20. Residence registration: in the event of a change of address.

25%

Part II:

eGovernance Services Assessment per Participating Country

10.2 Analysis in Detail 10.2.1 G2B Services Service

Provider(s)

web

Stage

General Directorate of Taxes

http://www.tatime.gov.al

1. Employee income tax payments: registration, payment and analysis.

Ministry of Public Works, Transport and Telecommunications

http://www.mpptt.gov.al

2. Construction permit: obtaining a license.

Comment

Average stage

Final score

The employment income tax declaration can be completed electronically from a computer, applied only for VIPs or large businesses, by following the steps on the official website of the General Directorate of Taxes (http://www.tatime.gov. al). The user (finance officer) fills in his company's VAT number (NIPT in Albanian terminology) and password. After entering the system and selecting the statement the necessary fields are filled in and the form is generated. It can be saved or printed. Payment orders for a bank payment can also be generated. It can be further handled in the Tax Office. An employment income tax declaration template can also be downloaded from the site.

75%

In February 2009 the Urban Planning Law was amended to reduce the time required for issuing construction permits from 60 to 45 days. Application for a construction permit can be downloaded from the official website of the Ministry of Public Works, Transport and Telecommunications: (http://www. mpptt.gov.al).

50%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Service

Provider(s)

web

Stage

Immovable Property Registration Office

http://www.zrpp.gov.al

3. Electronic cadastre and related registers of ownership.

General Directorate of Taxes

http://www.tatime.gov.al

4. Social contributions: health care and pension.

Comment

Average stage

Final score

The objective of the activities of the Immovable Property Registration Office are the registration of property titles and other real rights for immovable properties, based on legal documentation to prove ownership of the immovable property, as well as the preparation, maintenance and management of immovable property registers and indicative maps of registration and documentation. On the official website of the Immovable Property Registration Office (http://www.zrpp.gov.al) businesses can see what services are offered, their tariffs, the tax for the service, fines, legal deadlines for the presentation of documents and the amount of time it takes to complete the service, the required documents and their codes from the issuing institutions.

25%

The employee social and health insurance contributions declaration can be completed electronically using a computer, this only applies to VIPs or large businesses, via the official website of the General Directorate of Taxes (http://www. tatime.gov.al). The social and health insurance contributions declaration template can also be downloaded from the site.

75%

Part II:

Service

eGovernance Services Assessment per Participating Country

Provider(s)

web

Stage

National Business Registration Centre (NRC),

http://www.qkr.gov.al

5. Enterprise registration.

General Directorate of Taxes

http://www.tatime.gov.al

6. Company income registration.

General Directorate of Taxes

http://www.tatime.gov.al

7. VAT.

Albanian Customs

http://www.dogana.gov.al.

8. Customs declaration.

Comment

Average stage

Final score

Businesses can apply on-line for their registration via the official website of the National Business Registration Centre (NRC) (http:// www.qkr.gov.al). The next step is to present all of the necessary documents required for the registration process to the National Business Registration Centre (one of its branches). If the application is correct and the folder of documents is complete, the business representative is then provided with a unique dossier number in order to follow on-line the status of the registration.

75%

A company’s income tax is calculated according to the company’s previous year’s profits. The monthly instalments for the company’s income tax that has to be paid can be seen by logging onto the official website of the General Directorate of Taxes (http:// www.tatime.gov.al). Payment orders for bank transactions can also be generated.

75%

The VAT declaration can be done electronically using a computer, this only applies to VIPs or large businesses, via the official website of the General Directorate of Taxes (http://www.tatime.gov.al). The VAT reimbursement template can also be downloaded from the site.

75%

Albanian Customs publishes useful information on legislation, tariffs, customs procedures for travellers on its official website: (http://www. dogana.gov.al).

100%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Service

Provider(s)

web

9. A Single Window for one-time filing of all required information on a foreign trade transaction.

Albanian Customs

http://www.dogana.gov.al

Agency for Public Procurement

Stage

http://www.app.gov.al

10. Public procurement.

11. Registry of mortgages of legal persons.

12. Submission of statistical data to the State Statistical System (including harmonisation with EUROSTAT requirements).

Not available

Comment Albanian Customs publishes legislation on imports, exports and transit customs regimes on its official website: (http://www.dogana. gov.al).

Public procurement can be done on-line via the website of the Agency for Public Procurement (http://www.app.gov.al). Contracting authorities are required to publish all procurement notices and tender dossiers on the website.

Average stage

Final score

25%

100%

0 25%

The Institute of Statistics (INSTAT)

The Institute of Statistics (INSTAT) has a website where citizens may find statistical data, but there is no option for the submission of statistical data. There is no interoperability between different systems (companies for example have to present their yearly balance to both the tax office and the National Registry Centre).

25%

Part II:

eGovernance Services Assessment per Participating Country

10.2.2 G2C Services Service

Provider(s)

web

Stage

13. Job search.

National Service of Employment

http://www.shkp.gov.al

National Social Service

http://www.issh.gov.al

14. Social benefits a, b, c and d.

15. Personal documents a, b, c and ID.

16. Car registration: new, second-hand or imported.

Ministry of Interior

http://www.moi.gov.al

Ministry of Public Works, Transport and Telecommunications

http://www.mpptt.gov.al

Ministry of Public Works, Transport and Telecommunications

http://www.mpptt.gov.al

The National Library in Tirana

http://www.bksh.al

Comment

Average stage

Final score 25%

The National Social Service, which is a department within the Ministry of Labour, Social Affairs and Equal Opportunities, provides information on economic assistance, assistance to disabled persons and assistance to abandoned elderly persons. The Institute of Social Insurance has published information on special state benefits, supplementary state benefits, short-term benefits and long-term benefits on its official website: (http://www.issh.gov.al).

20%

The Ministry of Interior offers some information and links on ID and passports on its official website: (http://www.moi.gov.al). The Ministry of Public Works, Transport and Telecommunications has published some information on the regulations pertaining to driver's licenses on its official website: (http://www.mpptt.gov.al).

20%

17. Public libraries: review of catalogues and ordering.

The National Library in Tirana has published information on membership and services on its official website: (http://www.bksh. al). It also gives information on how to apply for an ISBN and offers the possibility to download the application forms.

40%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Service

Provider(s)

web

Stage

City halls

18. Certificates a, b and c.

The Ministry of Education and Science

http://www.mash.gov.al

19. Admission to higher education institutions.

20. Residence registration: in the event of a change of address.

Civil Status offices

Comment

Average stage

Final score

City halls offer information on how to obtain certificates via their official websites (where applicable).

25%

Enrolment in public universities involves a complicated procedure based on the results of final examinations that pupils obtain at the end of secondary school / gymnasium. The Ministry of Education and Science has published some information on related procedures on its official website: (http://www.mash.gov.al).

50%

Residence registration is conducted by offices of Civil Service. Some information can be found on city hall websites (where applicable).

25%

Part II:

eGovernance Services Assessment per Participating Country

Bosnia and Herzegovina

11.1

The Overview

TOTAL

36%

G2B

45%

G2C

27%

1. Employee income tax payments: registration, payment and analysis.

46%

13. Job search.

60%

14. Social benefits.

8% (Avg)

2. Environment and construction permits: obtaining a license.

22.5%

3. Electronic cadastre and related registers of ownership.

25%

14a: Unemployment benefit.

4. Healthcare and pension: payments and examinations.

25%

14b: Child supplement.

5. Enterprise registration.

32.5%

14c: Health care payments.

12% 12%

6. Company income registration.

50%

14d: Student supplements and grants.

7. VAT.

50%

15. Personal documents.

8. Customs declaration. 9. A Single Window for one-time filing of all required information on a foreign trade transaction.

100%

15a: ID.

12%

15b: International passport.

12%

10. Public procurement.

15%

15c: Driving license.

11. Registry of mortgages of legal persons.

50%

16. Car registration: new, second-hand or imported.

12. Submission of statistical data to the State Statistical System (including harmonisation with EUROSTAT requirements).

30%

17. Public libraries: review of catalogues and ordering.

12% (Avg)

60%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition TOTAL

36% 18. Certificates: births, deaths and marriage records.

35% (Avg)

18a: Birth certificate.

35%

18b: Death certificate.

35%

18c: Marriage certificate.

35%

19. Admission to higher education institutions.

25%

20. Residence registration: in the event of a change of address.

7.5%

11.2 Analysis in Detail 11.2.1 G2B Services Service

1. Employee income tax payments: registration, payment and analysis.

Provider(s)

web

Taxation Authority of the Federation of BH

www.pufbih.ba

Taxation Authority of Republika Srpska

www.poreskaupravars.org

Provider offers the possibility to declare "tax deductions" electronically (stage 3), but not employee income tax.

Taxation Authority of Brcko District

Stage

http://www.bdcentral.net/ Members/poreska_uprava

Comment

Data for all administrative levels refers only to the registration part of service.

Average stage

2.3

Final score

46%

Part II:

Service

2a. Environment permit: obtaining a license.

2b. Construction permit: obtaining a license.

eGovernance Services Assessment per Participating Country

Provider(s)

web

Stage

Ministry of Environment and Tourism of the Federation of BiH

www.fmoit.gov.ba

Ministry of Physical Planning, Construction and Ecology of Republika Srpska

http://www.vladars. net/sr-SP-Cyrl/Vlada/ Ministarstva/mgr/DJEL/ Pages/Procedure.aspx

Department for Physical Planning and Property-Law Affairs of Brcko District

http://www.bdcentral.net/ Members/imovinsko/odjelza-prostorno-planiranje-iimovinsko-pravne-poslove?

Provider does not qualify for any of the defined criteria.

Brcko District Department for Physical Planning and Property-Law Affairs

http://www.bdcentral. net/Members/imovinsko/ odjel-za-prostornoplaniranje-i-imovinskopravne-poslove?

Provider does not qualify for any of the defined criteria.

City of Mostar

www.mostar.ba

Provider does not qualify for any of the defined criteria.

Municipality of Banja Luka

www.banjaluka.rs.ba

Municipality of Bijeljina

www.sobijeljina.org

Municipality of Doboj

www.opstina-doboj.ba

Provider does not qualify for any of the defined criteria.

Municipality of Prijedor

www.opstinaprijedor.org

Municipality of Novi Grad Sarajevo

www.novigradsarajevo.ba

Provider does not qualify for any of the defined criteria.

Municipality of Tuzla

www.tuzla.ba

Municipality of Zenica

www.zenica.ba

Comment

Average stage

Final score

0.9

22.5%

0.9

22.5%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Service

3. Electronic cadastre and related registers of ownership.

Provider(s)

web

Stage

Banja Luka Basic Court

www.osnovnisudbl.org

Provider offers the possibility to gain an insight into the cadastre, but not to obtain proof of ownership electronically.

Bijeljina Basic Court

www.osnovnisudbn.com

Brcko District Basic Court

www.osbd.ba

Doboj Basic Court

www.osdoboj.org

Mostar Municipal Court

Prijedor Basic Court

Sarajevo Municipal Court

www.oss.ba

Tuzla Municipal Court

www.osudtuzla.com.ba

Zenica Municipal Court

Comment

Average stage

Final score

25%

Part II:

Service

4. Social contributions: health care and pension.

eGovernance Services Assessment per Participating Country

Provider(s)

web

Stage

Comment

Institute for Pension and Disability Insurance of the FBiH

www.fzmiopio.ba

Institute for Pension and Disability Insurance of Republika Srpska

www.fondpiors.org

Forms available via the website only refer to evidence of pension insurance obtained abroad. Contributors from Brcko District can opt for a declaration of pension and disability contributions in the Federation of BiH or Republika Srpska.

Average stage

1 Institute for Health Insurance of the FBiH and cantonal institutes for health insurance

www.for.com.ba

Providers do not qualify for any of the defined criteria.

Health Insurance Fund of the Republic of Srpska

www.zdravstvo-srpske.org

The Taxation Authority of RS will take over registration, payment and control of contributions, including healthcare and pension, from the institutions currently responsible.

Health Insurance Fund of Brcko District

No website available.

Final score

25%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Service

Provider(s)

web

Stage

Comment

Banja Luka Basic Court

www.osnovnisudbl.org

Bijeljina Basic Court

www.osnovnisudbn.com

Brcko District Basic Court

www.osbd.ba

Doboj Basic Court

www.osdoboj.org

5. Enterprise registration.

6. Company income registration.

7. VAT.

8 Customs declaration.

Mostar Municipal Court

No website available.

Prijedor Basic Court

No website available.

Sarajevo Municipal Court

www.oss.ba

Tuzla Municipal Court

www.osudtuzla.com.ba

Zenica Municipal Court

No website available.

Taxation Authority of the Federation of BiH

www.pufbih.ba

Taxation Authority of Republika Srpska

www.poreskaupravars.org

Taxation Authority of Brcko District

http://www.bdcentral. net/Members/ poreska_uprava

Indirect Taxation Authority of BiH

www.uino.gov.ba

Indirect Taxation Authority of BiH

www.uino.gov.ba

Forwarding agents act as intermediator between the service provider and business by declaring customs via the ASYCUDA system.

Average stage

Final score

1.3

32.5%

50%

100%

Part II:

eGovernance Services Assessment per Participating Country

Service

Provider(s)

web

9. A Single Window for one-time filing of all required information on a foreign trade transaction.

Indirect Taxation Authority of BiH

www.uino.gov.ba

10. Public procurement.

11. Registry of mortgages of legal persons.

Stage 4

Comment Forwarding agents act as intermediator between the service provider and business by declaring export via the ASYCUDA system, but this is not single-window.

Public Procurement Agency of BiH

www.javnenabavke.gov. ba

All public institutions and companies (thousands of them) are obligated to apply the Public Procurement Law of BiH. The Public Procurement Agency offers information on the Law and standard models for tender procedures, but is not authorised to conduct public procurement on behalf of third parties.

Official Gazette of BiH

www.sluzbenilist.ba

Official Gazette of the Federation of BiH

www.sllist.ba

Official Gazette of Republika Srpska

www.slglasnik.org

Information about tenders in the Official Gazette of Republika Srpska is only available on the website for subscribed users.

Official Gazette of Brcko District

No website available.

Pledge Registry of BiH

www.reg-zaloga-bih.gov.ba

Average stage

Final score

0.6

15%

50%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Service

12. Submission of statistical data to the State Statistical System (including harmonisation with EUROSTAT requirements).

Provider(s)

web

Stage

Agency for Statistic of BiH

www.bhas.ba

Provider does not qualify for any of the defined criteria.

Federal Office of Statistics

www.fzs.ba

Institute of Statistics of Republika Srpska

www.rzs.rs.ba

All three statistical institutions declared harmonisation with the principles of the ESS (European Statistical System).

The Central Bank of BiH

www.cbbh.ba

Comment

Average stage

1.5

Final score

30%

The Central Bank compiles monetary and balance of payments financial statistics for BiH.

11.2.2 G2C Services Service

13. Job search.

Provider(s)

web

Stage

Comment

Agency for Labour and Employment of BiH

www.arz.gov.ba

Institute for Employment of the Federation of BiH

www.fzzz.ba

Institute for Employment of Republika Srpska

www.zzrs.org

Institute for Employment of Brcko District

No website available.

Employment intermediator

www.posao.ba

Employment intermediator

www.profil.ba

Average stage

2.4

Final score

60%

Part II:

Service

14. Social benefits a. Unemployment benefit.

14. Social benefits (b) Child supplement.

14. Social benefits (c) Health care payments (reimbursement or direct settlement).

eGovernance Services Assessment per Participating Country

Provider(s)

web

Stage

Comment

Employment intermediator

www-boljiposao.com

Institute for Employment of the Federation of BH

www.fzzz.ba

Institute for Employment of Republika Srpska

www.zzrs.org

Provider does not qualify for any of the defined criteria. Information necessary to obtain benefits is provided on the public administration portal: (www.esrpska.com).

Institute for Employment of the Brcko District

No website available.

Ministry of Labour and Social Policy of the Federation of BiH through cantonal centres for social protection

fmrsp.gov.ba

Providers do not qualify for any of the defined criteria.

Ministry of Labour and Military-Disability Protection of Republika Srpska and municipal centres for social protection

http://www.vladars.net/sr-SPCyrl/Vlada/Ministarstva/mpb/ Pages/Splash.aspx

Providers do not qualify for any of the defined criteria.

Centre for Social Affairs of Brcko District

No website available.

Institute for Health Insurance of the FBiH and cantonal institutes for health insurance

www.for.com.ba

Providers do not qualify for any of the defined criteria.

Health Insurance Fund of Republika Srpska

www.zdravstvo-srpske.org

Average stage

Final score

0.3

0.6

12%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Service

14. Social benefits (d) Student supplements and grants.

15. Personal documents (a) ID.

15. Personal documents (b) International passport.

Provider(s)

web

Stage

Health Insurance Fund of Brcko District

No website available.

Ministry of Education and Science of the Federation of BiH through cantonal ministries of education

www.fmon.gov.ba

Ministry of Education and Culture of Republika Srpska

http://www.vladars.net/sr-SPCyrl/Vlada/Ministarstva/mpk/ media/Pages/splash.aspx

Providers do not qualify for any of the defined criteria.

Education Department of Brcko District

www.bdcentral.net

Providers do not qualify for any of the defined criteria.

Ministry of Internal Affairs of the Federation of BiH through cantonal ministries of internal affairs

www.fmup.gov.ba

Of the 10, only Sarajevo and Zenica-Doboj Cantons have information required for obtaining services.

Ministry of Internal Affairs of Republika Srpska

www.mup.vladars.net

Public Registry Department of Brcko District

www.javniregistar.com

Ministry of Internal Affairs of the Federation of BiH through cantonal ministries of internal affairs

www.fmup.gov.ba

Of the 10, only Sarajevo Canton has information required for obtaining services.

Ministry of Internal Affairs of Republika Srpska

www.mup.vladars.net

Comment

Average stage

Final score

0.6

12%

0.6

12%

0.6

12%

Part II:

Service

15. Personal documents (c) Driving license.

16. Car registration: new, secondhand or imported.

17. Public libraries: review of catalogues and ordering.

eGovernance Services Assessment per Participating Country

Provider(s)

web

Stage

Public Registry Department of Brcko District

www.javniregistar.com

Ministry of Internal Affairs of the Federation of BiH through cantonal ministries of internal affairs

www.fmup.gov.ba

Of the 10, only Sarajevo Canton has information required for obtaining services.

Ministry of Internal Affairs of Republika Srpska

www.mup.vladars.net

Public Registry Department of Brcko District

www.javniregistar.com

Ministry of Internal Affairs of the Federation of BiH through cantonal ministries of internal affairs

www.fmup.gov.ba

Of the 10, only Sarajevo Canton has information required for obtaining services.

Ministry of Internal Affairs of Republika Srpska

www.mup.vladars.net

Public Registry Department of Brcko District

www.javniregistar.com

Provider does not qualify for any of the defined criteria.

Cooperative On-line Bibliographic System and Service of BiH

www.cobiss.ba

National and University Library of Republika Srpska

www.nubrs.rs.ba

Comment

Average stage

Final score

0.6

12%

0.3

60%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Service

18. Certificates (a) Birth certificate.

Provider(s)

web

Stage

Public Registry Department of Brcko District

www.javniregistar.com

Provider does not qualify for any of the defined criteria.

City of Mostar

www.mostar.ba

Provider does not qualify for any of the defined criteria.

Municipality of Banja Luka

www.banjaluka.rs.ba

Municipality of Bijeljina

www.sobijeljina.org

Municipality of Doboj

www.opstina-doboj.ba

Municipality of Prijedor

www.opstinaprijedor.org

Provider does not qualify for any of the defined criteria.

Municipality of Novi Grad Sarajevo

www.novigradsarajevo.ba

Municipality of Tuzla

www.tuzla.ba

Municipality of Zenica

www.zenica.ba

100

Comment

Average stage

1.4

Final score

35%

Part II:

Service

18. Certificates (b) Death certificate.

eGovernance Services Assessment per Participating Country

Provider(s)

web

Stage

Brcko District-Public Registry Department

www.javniregistar.com

Provider does not qualify for any of the defined criteria.

City of Mostar

www.mostar.ba

Provider does not qualify for any of the defined criteria.

Municipality of Banja Luka

www.banjaluka.rs.ba

Municipality of Bijeljina

www.sobijeljina.org

Municipality of Doboj

www.opstina-doboj.ba

Municipality of Prijedor

www.opstinaprijedor.org

Municipality of Novi Grad Sarajevo

www.novigradsarajevo.ba

Municipality of Tuzla

www.tuzla.ba

Municipality of Zenica

www.zenica.ba

101

Comment

Average stage

1.4

Final score

35%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Service

18 Certificates (c) Marriage certificate.

Provider(s)

web

Stage

Brcko District-Public Registry Department

www.javniregistar.com

Provider does not qualify for any of the defined criteria.

City of Mostar

www.mostar.ba

Provider does not qualify for any of the defined criteria.

Municipality of Banja Luka

www.banjaluka.rs.ba

Municipality of Bijeljina

www.sobijeljina.org

Municipality of Doboj

www.opstina-doboj.ba

Municipality of Prijedor

www.opstinaprijedor.org

Provider does not qualify for any of the defined criteria.

Municipality of Novi Grad Sarajevo

www.novigradsarajevo.ba

Municipality of Tuzla

www.tuzla.ba

Municipality of Zenica

www.zenica.ba

102

Comment

Average stage

1.4

Final score

35%

Part II:

Service

19. Admission to higher education institutions.

20. Residence registration: in the event of a change of address.

eGovernance Services Assessment per Participating Country

Provider(s)

web

Stage

University of Sarajevo

www.unsa.ba

University of Banja Luka

www.unibl.org

University of Mostar

www.sve-mo.ba

University of Mostar (Dzemal Bijedić University)

www.unmo.ba

University of Tuzla

www.untz.ba

University of Bihać

www.unbi.ba

University of Zenica

www.unze.ba

University of Istočno (East) Sarajevo

www.unssa.rs.ba

Ministry of Internal Affairs of the Federation of BiH through cantonal ministries of internal affairs

www.fmup.gov.ba

Of the 10, only Sarajevo Canton has information necessary to obtain services (stage 1).

Ministry of Internal Affairs of Republika Srpska

www.mup.vladars.net

Public Registry Department of Brcko District

www.javniregistar.com

Provider does not qualify for any of the defined criteria.

103

Comment

Average stage

Final score

25%

0.3

7.5%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition

12 Croatia 12.1

The Overview

TOTAL

51%

G2B

54%

G2C

47%

1. Employee income tax payments: registration, payment and analysis.

40%

13. Job search.

75%

14. Social benefits.

35%

2. Environment and construction permits: obtaining a license. 3. Electronic cadastre and related registers of ownership. 4. Healthcare and pension: payments and examinations.

37.5%

50%

100%

14a: Unemployment benefit.

14b: Child supplement.

5. Enterprise registration.

75%

14c: Health care payments.

6. Company income registration.

50%

14d: Student supplements and grants.

7. VAT.

50%

15. Personal documents.

8. Customs declaration.

75%

15a: ID.

9. A Single Window for one-time filing of all required information on a foreign trade transaction.

50%

15b: International passport.

10. Public procurement.

25%

15c: Driving license.

11. Registry of mortgages of legal persons.

50%

16. Car registration: new, second-hand or imported.

20%

12. Submission of statistical data to the State Statistical System (including harmonisation with EUROSTAT requirements).

40%

17. Public libraries: review of catalogues and ordering.

60%

104

40%

Part II:

TOTAL

eGovernance Services Assessment per Participating Country 51% 18. Certificates: births, deaths and marriage records.

50%

18a: Birth certificate. 18b: Death certificate. 18c: Marriage certificate. 19. Admission to higher education institutions.

43.75%

20. Residence registration: in the event of a change of address.

50%

12.2 Analysis in Detail 12.2.1 G2B Services Service

1. Employee income tax payment: registration, payment and analysis.

2a. Environment permit; obtaining a license.

2b. Construction permit; obtaining a license.

Provider(s)

web

Stage

Ministry of Finance (Tax Administration)

http://www.poreznauprava.hr/e-porezna/index. asp?id=b03d1

Ministry of Environmental Protection, Physical Planning and Construction

http://www.mzopu.hr

The City of Zagreb

http://www.zagreb.hr/ default.aspx?ID=669

105

Comment

Average stage

eTax solutions have begun to be implemented; however, employee income tax has still not been included, which means that only downloadable forms can be used.

Final score

40%

Environmental permits: only information can be obtained.

1.5

37.5%

Location and construction permits: downloadable forms are available.

1.5

37.5%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Service

3. Electronic cadastre and related registers of ownership.

Provider(s)

web

Stage

State Geodetic Directorate (Cadastre)

www.katastar.hr

Croatian Institute for Healthcare Insurance

http://www.hzzo-net. hr/07_01_03.php

4. Social contributions: health care and pension.

Comment

Average stage

Cadastre data is available electronically, but still they cannot be used as official documents.

Final score

50%

Healthcare contributions and changes in employee status can be handled electronically (eHealthcare). 4

100%

Croatian Institute for Pension Insurance

http://e-prijave.mirovinsko. hr/ep-prijave/

Pension contributions and changes in employee status can be handled electronically (ePension).

Hitro.hr

www.hitro.hr

Official electronic forms can be used, but the procedure must be initiated at Hitro.hr or public notary offices.

75%

5. Enterprise registration.

6. Company income registration.

Ministry of Finance (Tax Administration)

www.porezna-uprava.hr

Downloadable forms are available.

50%

7. VAT.

Ministry of Finance (Tax Administration)

www.porezna-uprava.hr

Downloadable forms are available.

50%

Customs Administration

http://www.carina.hr/ Aplikacije/OtpremniciUpute. aspx

Authorised representatives of authorised companies can make customs declarations electronically (via a password-protected website).

75%

http://www.hnb.hr/ propisi/h-n-propisi.htm

8. Customs declaration.

9. A Single Window for one-time filing of all required information on a foreign trade transaction.

10. Public procurement.

Croatian National Bank

Downloadable forms are available. 50%

Official Gazette (Electronic Public Procurement Classifieds).

http://oglasnik-jn.nn.hr

106

Information on public tenders is available. Only rarely can tender documentation be downloaded.

25%

Part II:

eGovernance Services Assessment per Participating Country

Service

Provider(s)

web

Stage

11. Registry of mortgages of legal persons.

The Financial Agency (FINA)

http://www.fina.hr/Default. aspx?sec=1244

12. Submission of statistical data to the State Statistical System (including harmonisation with EUROSTAT requirements).

Central Bureau of Statistics

http://www.dzs.hr

Comment

Average stage

Downloadable forms are available.

Final score

50%

Downloadable forms are available. 40%

12.2.2 G2C Services Service

Provider(s)

web

Stage

Croatian Employment Service

http://hzzweb.hzz.hr/ manager/posloprimac.asp

13. Job search.

Comment

Average stage

The service provider offers the possibility to consult databases with job offerings (registration required).

Croatian Employment Service

http://www.hzz.hr/default. aspx?id=3964

Unemployment benefit: downloadable forms are available.

Croatian Institute for Pension Insurance

http://www.mirovinsko.hr/ default.asp?ID=1525

Child supplement: downloadable forms are available.

14. Social benefits a, b, c and d.

75%

1.75 Croatian Institute for Healthcare Insurance

http://www.hzzo-net. hr/03_01_07.php

Healthcare payments: only information is available.

Ministry of Science, Education and Sport

http://public.mzos.hr/ Default.aspx?sec=2263

Student grants: downloadable forms are available.

107

Final score

35%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Service

15. Personal documents a, b, and c.

16. Car registration: new, second-hand or imported.

17. Public libraries: review of catalogues and ordering.

18. Certificates a, b, and c.

Provider(s)

web

Stage

Comment

Ministry of Internal Affairs

http://www.mup.hr/42.aspx

ID card: downloadable forms are available.

Ministry of Internal Affairs

http://www.mup.hr/44.aspx

International passport: downloadable forms are available.

Ministry of Internal Affairs

http://www.mup.hr/46.aspx

Driverâ&#x20AC;&#x2122;s license: downloadable forms are available.

Ministry of Internal Affairs

http://www.mup.hr/45.aspx

Only information is available.

National and University Library

http://katalog.nsk.hr/ cgi-bin/Pwebrecon. cgi?DB=local&PAGE=First

Catalogue search and electronic reservations are available.

Zagreb city libraries

http://kgz-opac.zaki.com.hr

Catalogue search and electronic reservations are available.

Split University Library

http://libar.svkst.hr

Catalogue search is enabled.

PoĹžega City Library

http://crolist.gkpz.hr:8080/

Catalogue search is enabled.

Pazin City Library

http://www.knjiznica.hr/ pazin

Basic information about the library is available.

Ministry of Administration

http://www.uprava.hr/ index.cgi?A=ZAHTJEVI

Birth, marriage and death certificates: downloadable forms are available.

Average stage

Final score

40%

20%

60%

108

50%

Part II:

Service

19. Admission to higher education institutions.

20. Residence registration: in the event of a change of address.

eGovernance Services Assessment per Participating Country

Provider(s)

web

Stage

Comment

University of Zagreb Faculty of Science

http://www.pmf.hr

Downloadable forms are available.

University of Split Faculty of Medicine

http://www2.mefst.hr

Downloadable forms are available.

University of Osijek Faculty of Electrical Engineering

http://www.etfos.hr

Downloadable forms are available.

University of Rijeka Faculty of Economics

http://www.efri.hr/english

Only information is available.

Ministry of Internal Affairs

http://www.mup.hr/main. aspx?id=43

Downloadable forms are available.

Average stage

1.75

109

Final score

43.75%

50%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition

13 KOSOVO 13.1

THE OVERVIEW

TOTAL

29%

G2B

34%

G2C

1. Employee income tax payments: registration, payment and analysis.

40%

13. Job search.

2. Environment and construction permits: obtaining a license.

25%

14. Social benefits.

3. Electronic cadastre and related registers of ownership.

14a: Unemployment benefit.

4. Healthcare and pension: payments and examinations.

25%

14b: Child supplement.

5. Enterprise registration.

50%

14c: Health care payments.

6. Company income registration.

50%

14d: Student supplements and grants.

7. VAT.

50%

15. Personal documents.

8. Customs declaration.

50%

15a: ID.

9. A Single Window for one-time filing of all required information on a foreign trade transaction.

50%

15b: International passport.

10. Public procurement.

40%

15c: Driving license.

11. Registry of mortgages of legal persons.

25%

16. Car registration: new, second-hand or imported.

110

23%

20%

Part II:

TOTAL

eGovernance Services Assessment per Participating Country 29%

12. Submitting of statistical data to the State Statistical System (including harmonisation with EUROSTAT requirements).

17. Public libraries: review of catalogues and ordering.

60%

18. Certificates: births, deaths and marriage records.

75%

18a: Birth certificate. 18b: Death certificate. 18c: Marriage certificate. 19. Admission to higher education institutions. 20. Residence registration: in the event of a change of address.

25%

13.2 Analysis in Detail 13.2.1 G2B Services Service

Provider(s)

web

Stage

1. Employee income tax payments: registration, payment and analysis.

The Tax Administration of Kosovo, part of the Ministry of Economy and Finance

http://www.atk-ks.org/ edeclarations

Ministry of Trade and Industry

(http://mti-ks.org/?cid=1,136) & (www.prishtina-komuna.org)

2. Environment and construction permits: obtaining a license.

111

Comment

Average stage

Final score

40%

Construction permits are usually issued by municipalities. However, the Ministry of Trade and Industry is in charge of licensing construction companies. In both cases, the information necessary to start the procedure is available on-line.

25%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Service

Provider(s)

web

Stage

Kosovo Cadastral Agency

www.kca-ks.org

3. Electronic cadastre and related registers of ownership.

The Kosovo Pensions Trust

www.trusti.org

4. Social contributions: health care and pension.

The Agency for Business Registration 5. Enterprise registration.

(http://www.arbk.org/ arbk/Formularet/tabid/64/ language/en-US/Default. aspx) & (http://www.rks-gov.net/ en-US/Pages/BiznesetOnline.aspx)

6. Company income registration.

Tax Administration of Kosovo

www.atk-ks.org/ edeclarations

7. VAT.

Tax Administration of Kosovo

www.atk-ks.org/ edeclarations

Customs of Kosovo

http://dogana-ks. org/?cid=2,100

8. Customs declaration.

112

Comment

Average stage

Final score

The Kosovo Cadastral Agency maintains a website which offers basic information about the Agency, but it does not provide information on the procedures required for obtaining and applying for the service.

Since currently there is no social contributions scheme in Kosovo, to assess this service we had to access pensions contributions. The Kosovo Pensions Trust is the body responsible for managing the pension contributions of employees, through their employers. The Trust runs a publicly accessible website that offers all necessary information concerning pension contributions.

25%

The Agency for Business Registration offers downloadable forms that enable businesses to start the registration procedure. The same service provider offers a searchable database of previously registered businesses.

50%

Part II:

eGovernance Services Assessment per Participating Country

Service

Provider(s)

web

Stage

9. A Single Window for one-time filing of all required information on a foreign trade transaction.

Customs of Kosovo

http://dogana-ks. org/?cid=2,100

Comment

Average stage

Final score

2 50%

Public Procurement Regulatory Commission 10. Public procurement.

Central Bank of Kosovo

http://www.ks-gov. net/krpp/Default. aspx?PID=Notices&LID= 1&PCID=-1&CtlID=Search Notices&stat=2

http://www.bqk-kos. org/?cid=2.55

11. Registry of mortgages of legal persons.

Statistical Office of Kosovo

www.ks-gov.net/esk

12. Submission of statistical data to the State Statistical System (including harmonisation with EUROSTAT requirements).

113

The Public Procurement Regulatory Commission of Kosovo publishes data on every tender procedure initiated by the Government. This data is meant for printing and does not offer any on-line functionality.

40%

The Central Bank of Kosovo has an established system for registering all loans (including mortgages) given by credit providers in Kosovo. The system (CRK) is accessible to all credit providers via the Internet.

25%

Even though the Statistical Office of Kosovo offers a rich website, with the possibility to download and request statistical information, it does not provide information on how to obtain or submit statistical questionnaires for businesses or other interested parties.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 13.2.2 G2C Services Service

Provider(s)

web

Stage 0

13. Job search.

Ministry of Labour and Social Welfare

www.ks-gov.net/mpms

14. Social benefits.

Ministry of Labour and Social Welfare

www.ks-gov.net/mpms

1 15. Personal documents.

Ministry of Internal Affairs

http://www.mpb-ks.org

0 16. Car registration: new, second-hand or imported.

Ministry of Internal Affairs

http://www.mpb-ks.org

114

Comment

Average stage

Final score

This area is covered by the Ministry of Labour and Social Welfare, which currently does not offer on-line information on registering with regional and local labour offices. Furthermore there is no information on the procedure on searching for job openings.

The Ministry of Labour and Social Welfare is responsible for the management of social transfer schemes and distribution of social benefits. Currently, there is no information on applying for and obtaining any of the social benefits offered by the Government of Kosovo via its website.

Information required to apply for and obtain all of the documents (ID, passport, driverâ&#x20AC;&#x2122;s licence) is available on the website of the Ministry of Internal Affairs.

20%

The service is managed by the Ministry of Internal Affairs, but there is no information available on its website to instruct citizens about the procedure related to car registration.

Part II:

Service

Provider(s)

eGovernance Services Assessment per Participating Country

web

Stage 3

17. Public libraries: review of catalogues and ordering.

National Library of Kosovo

www.biblioteka-ks.org/ katalogu.php

18. Certificates.

Ministry of Internal Affairs together with the Ministry of Public Administration

http://www.ks-gov.net/ gjendjacivile/AplikimiLogin. aspx?l=2

1 19. Admission to higher education institutions.

Public University of Prishtina

www.uni-pr.edu

0 20. Residence registration: in the event of a change of address.

Ministry of Internal Affairs

www.mpb-ks.org

115

Comment The National Library of Kosovo offers an on-line searchable catalogue that is accessible to everybody. Links to some regional and local libraries are also offered.

The Ministry of Internal Affairs together with the Ministry of Public Administration has developed a complete on-line application that enables citizens to apply for certificates electronically. Citizens can register and apply for a certificate on-line and then collect the certificate in the municipality in which they live.

The public University of Prishtina offers all necessary information for students to be able to apply and enrol through its website. No application forms are currently available.

The service is the responsibility of the Ministry of Internal Affairs. Nevertheless, besides the Law that regulates this issue, for the time being, no procedure is available on-line.

Average stage

Final score

60%

75%

25%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition

14 Moldova 14.1

The Overview

TOTAL

42.5%

G2B

42%

G2C

43%

1. Employee income tax payments: registration, payment and analysis.

60%

13. Job search.

75%

2. Environment and construction permits: obtaining a license.

37.5%

14. Social benefits.

40%

3. Electronic cadastre and related registers of ownership.

50%

14a: Unemployment benefit.

4. Healthcare and pension: payments and examinations.

50%

14b: Child supplement.

5. Enterprise registration.

50%

14c: Health care payments.

6. Company income registration.

75%

14d: Student supplements and grants.

7. VAT.

75%

15. Personal documents.

46.7%

8. Customs declaration.

50%

15a: ID.

20%

9. A Single Window for one-time filing of all required information on a foreign trade transaction.

75%

15b: International passport.

60%

10. Public procurement.

50%

15c: Driving license.

20%

11. Registry of mortgages of legal persons.

50%

16. Car registration: new, second-hand or imported.

60%

116

Part II:

eGovernance Services Assessment per Participating Country

TOTAL

42.5%

12. Submission of statistical data to the State Statistical System (including harmonisation with EUROSTAT requirements).

40%

17. Public libraries: review of catalogues and ordering.

60%

18. Certificates: births, deaths and marriage records (duplicates).

60%

18a: Birth certificate.

60%

18b: Death certificate.

60%

18c: Marriage certificate.

60%

19. Admission to higher education institutions.

25%

20. Residence registration: in the event of a change of address.

25%

14.2 Analysis in Detail 14.2.1 G2B Services Service

Provider(s)

web

Stage

www.fisc.md

1. Employee income tax payments: registration, payment and analysis.

117

Comment The eTax service (www.fisc. md) allows for the expansion of on-line tax returns and submitting them over the Internet using a digital signature. The data entry service "Electronic Declaration" is checked automatically, which excludes the possibility of mistakes in the process of perfecting tax returns. The service simplifies the process of reporting for taxpayers and the eTax service is available 24/7 hours.

Average stage

Final score

60%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Service

Provider(s)

web

Stage 1

The State Ecological Inspectorate site (http://www.inseco. gov.md/?page=servicii) provides the necessary information to start the procedure to obtain an environment-related permit.

Some central and local portals offer the possibility to download forms for applying for construction permits/dissolution: The Ministry of Construction and Regional Development: (http://www.mcdr. gov.md/?pag=modele). Chisinau City Mayoralty: (http://www.chisinau.md/ Formulare). Cahul Mayoralty: (http:// www.cahul-primaria.md/ Certificate_urbanism).

2a. Environment permit: obtaining a license.

2b. Construction permit: obtaining a license.

3. Electronic cadastre and related registers of ownership.

4. Social contributions: health care and pension.

5. Enterprise registration.

National Social Insurance House

www.cnas.md

State Registration Chamber

www.cis.md

118

Comment

Average stage

Final score

37.5%

The site of the state enterprise â&#x20AC;&#x153;Cadastruâ&#x20AC;? (http://www.cadastre. md/?lang=ro&menu_ id=278) offers the possibility for notaries to complete applications for registration within the Register of Immovable Property. It is possible to submit the request in electronic format.

50%

The National Social Insurance House (www.cnas. md) offers electronic declaration form download.

50%

The State Registrations Chamber (www.cis.md) provides downloadable forms for the registration of enterprises.

50%

Part II:

Service

Provider(s)

eGovernance Services Assessment per Participating Country

web

Stage

www.fisc.md

6. Company income registration.

www.fisc.md

7. VAT.

www.customs.gov.md

8. Customs declaration.

3 9. A Single Window for one-time filing of all required information on a foreign trade transaction.

State Register of Public Procurement

www.tender.md

10. Public procurement.

119

Comment

Average stage

Final score

The eTax Declaration Service has implemented (www.fisc.md). This service offers on-line completion of tax returns and the ability to submit them via the Internet using a digital signature. The State Tax Inspectorate has set up a "Help and Contact Centre" that provides consultancy services, training, support for the integration of accounting systems and other services.

75%

VAT declarations can be completed via (www.fisc. md) or the paper forms can be downloaded from the site.

75%

The Customs Service (www. customs.gov.md) offers electronic forms for completing customs declarations.

50%

The information necessary to declare foreign trade transactions is available on the site (http://www. customs.gov.md/index. php?id=1653), including paper forms. The service is available through the Automated System for Customs Data or ASYCUDA system.

75%

The service provider offers the possibility to obtain the paper form to declare foreign trade transactions in a non-electronic manner.

50%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Service

Provider(s)

web

Stage

State enterprise “Cadastru”

www.cadastre.md

11. Registry of mortgages of legal persons.

12. Submission of statistical data to the State Statistical System (including harmonisation with EUROSTAT requirements).

National Bureau of Statistics

www.statistica.md

Comment

Average stage

Final score

The state enterprise “Cadastru” (www.cadastre. md) provides downloadable forms for obtaining or adding information on mortgages for legal persons.

50%

The National Bureau for Statistics (www.statistica. md), through the assistance of the UNDP, has developed the eReporting system. The site offers the possibility to download paper forms.

40%

14.2.2 G2C Services Service

Provider(s)

web

Stage

Employment Office

www.jobmarket.gov.md

13. Job search.

National Social Insurance House

www.cnas.md

14. Social benefits a, b, c and d.

120

Comment

Average stage

Final score

The ability to search for employment opportunities has been implemented through the website (www. jobmarket.gov.md) published by the Employment Office.

75%

The National Social Insurance House (www.cnas. md) is in the process of implementing an on-line service for monitoring social service payments and taxes: ”Check of personal insurance account”.

40%

Part II:

Service

Provider(s)

eGovernance Services Assessment per Participating Country

web

Stage

http://www.e-services.md/ es_serv/

2.33

15. Personal documents a, b and c.

http://www.registru.md/ vipiska_transport

16. Car registration: new, second-hand or imported.

The National Library Service

www.bnrm.md

17. Public libraries: review of catalogues and ordering.

121

Comment

Average stage

Final score

a) Stage 2.1: Interactioninformation available on (http://www.registru.md/ ca/). b) Stage 3: An electronic service application for a second passport has been implemented (http://eservices.md/pa2/). Payment for this service still cannot be done on-line, but only through Post of Moldova offices. Also, in this case the passport can only be collected personally by the owner. c) Stage 2. 1: Interaction information available at (http://www.registru.md/ dl_dlt).

46.7%

The car registration service is not available on-line. The implementation of an on-line registration transport service has just been initiated: (www. registru.md). Through the eServices portal (http:// www.registru.md/vipiska_ transport/) it is possible to check the validity of car documentation.

60%

The National Library Service for electronic access to public libraries (on-line catalogues, search tools, electronic books) has been implemented: (www.bnrm. md). Requests for information may be submitted by e-mail. Responses are provided within 48 hours.

60%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Service

Provider(s)

web

Stage 3

18. Certificates a, b and c.

(www.usm.md, web.utm. md) (www.upsc.md) (www. usmf.md)

19. Admission to higher education institutions.

http://www.e-services.md/ es_serv/ 20. Residence registration: in the event of a change of address.

122

Comment

Average stage

Final score

Moldovan legislation does not permit the on-line issue of original documents. However, services for the issuance of duplicates are available on-line (http://eservices.md/es_serv/#). Birth certificate: (http://e-services.md/ ssc_dp01/) Death Certificate: (http://e-services.md/ ssc_dp05/)- 60%. Marriage certificate: (http://e-services.md/ ssc_dp02/)- 60%. These documents can be ordered via the Internet. For such services the score is 60%.

60%

This service is not available on-line; however, information concerning specific areas can be downloaded via (www.usm.md) or through the State University of Moldova (web.utm.md), the Technical of Moldova (www.upsc.md), the State Pedagogical University (www.usmf.md), the State Medical and Pharmaceutical University (www.ase. md) and the Academy of Economic Studies

25%

This service announcement for a change of residence is in the process of being implemented: (http://www.e-services. md/es_serv/ ). An on-line application was launched for certificates of registration confirmation at home.

25%

Part II:

eGovernance Services Assessment per Participating Country

15 Montenegro 15.1

The Overview

TOTAL

36%

G2B

40%

G2C

32%

1. Employee income tax payments: registration, payment and analysis.

40%

13. Job search.

75%

2. Environment and construction permits: obtaining a license.

25%

14. Social benefits.

25%

3. Electronic cadastre and related registers of ownership.

25%

14a: Unemployment benefit.

4. Healthcare and pension: payments and examinations.

37.5%

14b: Child supplement.

5. Enterprise registration.

50%

14c: Health care payments.

6. Company income registration.

50%

14d: Student supplements and grants.

7. VAT.

50%

15. Personal documents.

8. Customs declaration. 9. A Single Window for one-time filing of all required information on a foreign trade transaction.

100%

15a: ID.

15b: International passport.

10. Public procurement.

50%

15c: Driving license.

11. Registry of mortgages of legal persons.

25%

16. Car registration: new, second-hand or imported.

123

20%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 12. Submission of statistical data to the State Statistical System (including harmonisation with EUROSTAT requirements).

20%

17. Public libraries: review of catalogues and ordering.

60%

18. Certificates: births, deaths and marriage records.

25%

18a: Birth certificate. 18b: Death certificate. 18c: Marriage certificate. 19. Admission to higher education institutions.

25%

20. Residence registration: in the event of a change of address.

25%

15.2 Analysis in Detail 15.2.1 G2B Services Service

Provider(s)

web

Stage

www.poreskauprava.gov.me

Comment

Average stage

Final score

1. Employee income tax payments: registration, payment and analysis.

40%

2. Environment and construction permits: obtaining a license.

www.mse.gov.me

3. Electronic cadastre and related registers of ownership.

www.nekretnine.co.me

124

Some documents are available on-line.

There is a centralised searchable database of properties ownership.

25%

Part II:

Service 4. Social contributions: health care and pension.

Provider(s)

eGovernance Services Assessment per Participating Country

web

Stage

Comment

www.fzocg.me

Healthcare.

www.rfondpio.co.me

Pensions.

www.crps.co.me

There is a readiness to accept electronic confirmation/signature of the submitted documents, but it has not been defined how.

Average stage

1.5

5. Enterprise registration.

6. Company income registration.

www.poreskauprava.gov.me

7. VAT.

www.poreskauprava.gov.me

www.upravacarina.gov.me

8. Customs declaration.

Final score

37.5%

50%

50% 50% Full electronic handling of customs declarations for companies that apply for this service and on-line availability of general information for public users.

9. A Single Window for one-time filing of all required information on a foreign trade transaction.

100%

www.gov.me/djn

10. Public procurement.

11. Registry of mortgages of legal persons.

www.nekretnine.co.me

12. Submission of statistical data to the State Statistical System (including harmonisation with EUROSTAT requirements).

www.monstat.org

Detailed information and instructions on tender procedures.

50%

1 25%

2 20%

125

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 15.2.2 G2C Services Service

Provider(s)

web

Stage

www.zzzcg.org 13.

Job search.

14.

Social benefits.

www.zzzcg.org

14b. Social benefits Child supplements

www.gov.me/minradiss

14c. Social benefits Healthcare payments.

www.fzocg.me

14d. Social benefits Student supplements and grants.

www.gov.me/minprosv

15. Personal documents a, b and c.

www.mup.gov.me

Final score

75%

25%

Car registration: new, second-hand or imported.

Public libraries: review of catalogues and ordering.

Average stage

20%

www.mup.gov.me

Some employers choose not to publish their advertisements on this website.

1.25

14a. Social benefits Unemployment benefits

Comment

vbcg.vbcg.me/cobiss/

126

There is a centralised database of libraries; electronic reservation is an option on the website, but as yet it is not in function.

60%

Part II:

Service

Provider(s)

eGovernance Services Assessment per Participating Country

web

Stage

www.mup.gov.me

Certificates.

18a. Certificates: birth certificate.

18b Certificates: death certificate

18c. Certificates: marriage certificate.

19.

Admission to higher education institutions.

20. Residence registration: in the event of a change of address.

Comment It contains general information about the legal framework. There is a readiness to accept the electronic confirmation/ signature of submitted documents in accordance with the Law, but as yet it is not applicable.

www.mup.gov.me

Since January 2010 municipalities’ websites offer such information.

www.mup.gov.me

Since January 2010 municipalities’ websites offer such information.

Municipalities’ websites usually in the format: www. nameofmunicipality.me

The average mark for all municipalities is close to 1.

www.ucg.ac.me www.udgedu.me www.unimediteran.net

www.mup.gov.me

The level of available information depends on particular institutions.

Average stage

Final score

25%

127

eGovernance and ICT Usage Report for South East Europe - 2nd Edition

16 Romania 16.1

The Overview

TOTAL

55%

G2B

63%

G2C

46%

1. Employee income tax payments: registration, payment and analysis.

80%

13. Job search.

25%

2. Environment and construction permits: obtaining a license.

50%

14. Social benefits.

40%

3. Electronic cadastre and related registers of ownership.

50%

14a: Unemployment benefit.

4. Healthcare and pension: payments and examinations.

100%

14b: Child supplement.

5. Enterprise registration.

75%

14c: Healthcare payments.

6. Company income registration.

75%

14d: Student supplements and grants.

7. VAT.

75%

15. Personal documents.

8. Customs declaration.

75%

15a: ID.

9. A Single Window for one-time filing of all required information on a foreign trade transaction. 10. Public procurement. 11. Registry of mortgages of legal persons.

100% 0%

128

40%

15b: International passport.

15c: Driving license. 16. Car registration: new, second-hand or imported.

40%

Part II:

eGovernance Services Assessment per Participating Country

TOTAL

55%

12. Submission of statistical data to the State Statistical System (including harmonisation with EUROSTAT requirements).

80%

17. Public libraries: review of catalogues and ordering.

18. Certificates: births, deaths and marriage records.

80%

33.33%

18a: Birth certificate. 18b: Death certificate. 18c: Marriage certificate. 19. Admission to higher education institutions.

50%

20. Residence registration: in the event of a change of address.

50%

16.2 Analysis in Detail 16.2.1 G2B Services Service

Stage 4

1. Employee income tax payments: registration, payment and analysis.

2 2. Environment and construction permits: obtaining a license.

Final score

Comment On-line income tax payment became available as from the 01.10.2008, through the Virtual Payment Office administered by the Agency for Information Society Services (AISS). This service is available to individuals who wish to pay their tax obligations relating to income tax, advance payment of tax, adjustments related to the income tax and related tax liabilities electronically. This service was created through a partnership between the Government and the National Tax Administration (A. N. A. F). In regard to legal entities, they may declare their income tax electronically through www.eguvernare.ro using the Single Form link.

80%

Currently there is no specific electronic application for such services. There is information available on-line (the website of the Association of Architects of Romania, as well as multiple sites run by private companies) regarding the procedure to be followed in order to obtain such permits. Also, in addition to useful information, some local authorities make the forms required to obtain urban planning certificates and building permits available for download; this service is at the development stage of 2/4. (We analysed 12 sites, out of which 8 belonged to some of the largest cities in Romania and 4 to smaller towns. In very small towns the development level for this service is sometimes 0).

50%

129

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Service

Stage 2

Currently, there is no on-line information available about the documents needed to register property. It is possible to download an application for the issue of a Land Registry excerpt (www.ancpi.ro). However, this is done under the assumption that the property was previously placed on record. Therefore the development stage of this service is 2/4.

50%

This service is available through the e-guvernare.ro Portal. Thus, taxpayers may declare, based on a digital certificate, their social security contributions, unemployment and health insurance contributions. This service is at a development stage of 4/4.

100%

The National Trade Registry Office (NTRO) system has Smart Electronic Forms: forms that can be downloaded by any user. For users registered on the basis of a digital certificate the steps for registration/amendment may be made exclusively by electronic means (completion and submission of forms, together with the required annexes) and they have the possibility to opt for the collection of the certificates from the office or to receive them by mail. This service is at a development stage of 3/4.

75%

Through www.e-guvernare.ro, the Single Form Portal, legal entities can fill in and submit their Income Tax Returns on-line. This service is at a development stage of 3/4.

75%

Through www.e-guvernare.ro, the Single Form Portal, legal entities can fill in and submit their receivable VAT statements on-line. This service is at a development stage of 3/4.

75%

3. Electronic cadastre and related registers of ownership.

4. Social contributions: health care and pension.

3 5. Enterprise registration.

6 Company income registration.

7 VAT.

Final score

Comment

130

Part II:

Service

Stage

eGovernance Services Assessment per Participating Country Final score

Comment 3

Several processes related to customs declarations were digitalised in Romania, most of them in connection with obligations related to EU Member State status. Thus, the components listed below can be identify within eCustoms. Assignment of an EORI number An EORI number is a unique number assigned in the European Community by customs authorities or by other authorities and designated by the Member States to economic operators and other interested parties; by the 1st July 2009 it to be used in all customs operations performed within the European Union. In order to obtain this number an electronic application must be completed, which then automatically receives a system registration number. The user will then receive an e-mail notification regarding the assignment of the number or of the EORI. AEO As of the 1st January 2008 EU member states may grant, upon request, the status of Authorised Economic Operator (AEO) to any economic operator established in the Community, provided that it meets certain criteria established at the Community level. According to Article 14 of Regulation 1875/2006 there are three types of AEO certificates: • AEOC - customs simplification; • AEOS - security and safety; • AEOF - customs simplification, security and safety. The Portal of the National Customs Authority (NCA) provides information on AEO. ICS Starting on 01.07.2009 the Import Control System (ICS) will be applied throughout the customs territory of the Community.

8. Customs declaration.

75% Objectives of the ICS-RO system Phase 1. • Electronic submission of Entry Summary Declarations (ENS) made for imports into the European Union and communication with economic operators. • Exchange of information on the Entry Summary Declarations (ENS) between customs offices within the Community. • Application of risk analysis. • Execution of interfaces between ICS-RO and the EORI and AEO systems. • The ICS-Ro national application is available to economic operators. ECS The Export Control System (ECS) is an architectural system developed by the European Commission to exchange messages and data related to export procedures. As of 02.07.2007 the use of Phase I of the Export Control System became mandatory within the European Union; it is a system based on the electronic exchange of messages between the export office and the Community exit office. Access for economic operators to ECS is made on the basis of an authorisation given by the National Customs Authority. The access authorisation for economic operators to use the ECS (digital certificate) is granted based on a written request, accompanied by a series of forms that can be downloaded from the NCA portal. NCTS The NCTS-RO application allows authorised economic operators to process administrative documents that accompany excisable products through the NCTS-RO server, installed at the Headquarters of the NCA, in accordance with the flow of data processing. Overall, we estimate that the eCustoms service has reached a development stage of 3/4.

131

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Service 9. A Single Window for one-time filing of all required information on a foreign trade transaction.

Stage 0

10. Public procurement.

11. Registry of mortgages of legal persons.

12. Submission of statistical data to the State Statistical System (including harmonisation with EUROSTAT requirements).

Final score

Comment Currently, there is no electronic platform available for international trade; therefore, the development stage of this service is 0/4.

The Electronic Procurement System (SEAP) can be found on the www.e-licitatie.ro Portal. The system was introduced in March 2002 as a pilot project in order to improve the efficiency and transparency of public procurement procedures. Romania is aligned to the EU target i.e., that by 2010 at least 50% of total public procurement is to take place electronically. Therefore, since the 1st January 2007 the publication of procurement notices on SEAP is binding for all contracting authorities, regardless of the award procedure. Thus, starting in February 2008 the contracting authorities must conduct at least 20% of all annual procurement contracts electronically. In 2009, up until November, the percentage of procurement taking place through SEAP reached approximately 13%. The percentage for 2010 is 25% and by 2013 it must reach a 40% share (source: www.mcsi.ro). SEAP has received international awards and is recognised as an example of good practice within eProcurement in Europe. The platform is being continuously developed with the addition of regular new features in order to meet user needs (e.g., sending notifications, forms, etc). This service is at a development stage of 4/4.

This service is not implemented electronically in Romania, thus the development stage is 0/4.

Under the protocols signed by several central institutions and by the National Institute of Statistics, data is transmitted electronically by the protocol signatories to the Institute. The INTRASTAT statistical declaration is submitted electronically each month by all operators engaged in the intra-Community trade of goods and whose annual turnover for this type of trade exceeds the thresholds set by the National Institute of Statistics. The INTRASTAT statistical declaration is a simplified version of the customs declarations that were filled in prior to accession; the on-line system was implemented by the National Institute of Statistics in January 2007, to coincide with Romania's EU accession. There is also a statistical database called "TEMPO" on-line that users can access for a fee: payment can be made on-line. As of the 04.08.2009, the National Institute of Statistics received funding from the European Regional Development Fund for the development of a web portal for the downloading of on-line statistical data. The first phase will include the completion of 20 investigation and statistical research models, which will be used to record data from corporate respondents; thereafter the system will be extended. This system is at a development stage of 4/5.

132

100%

80%

Part II:

eGovernance Services Assessment per Participating Country

16.2.2 G2C Services Service

Stage 1

13. Job search.

14. Social benefits a, b, c and d.

Final score

Comment In Romania the offer of employment is mostly electronic and published by private operators. This is provided for users either free of charge or for a fee and offers the possibility to view job advertisements and to apply for vacancies. These platforms are very well developed and proactive, sending automatic notifications based on the profiles selected by users. Therefore the development stage of this service is of 4/4. Public employment agencies regularly publish on-line the number of jobs available, with the possibility to select jobs depending on the county; however, only the title of the job can be found on-line. To receive further information the user must contact the agency. The development stage is at 1/4, while user interest, especially among users who have graduated from institutions of higher education, is quite low regarding use of the public employment agencies.

25%

14a: Unemployment benefit In regard to unemployment benefit, information is available on-line related to obtaining these benefits and the mandatory declaration that must be filed can also be downloaded. This service is at a development stage of 2/5. 14b: Child supplement Local authorities are in charge of granting child supplement. There is on-line information available on obtaining different types of benefit and supplements, as well as the possibility to download forms; however, their availability may vary from one institution to the next. Therefore, the development stage of this service is 2/5. (We analysed 12 sites, out of which 8 belonged to some of the 12 largest cities in Romania and 4 to smaller towns. In very small towns the development level of this service is sometimes 0). 14c: Health care payments (reimbursement or direct settlement) In terms of offset/free healthcare services the settlement is made directly and not through reimbursement. There is an electronic system that transfers data between pharmacies and county health insurance funds, but this process does not occur in real time. According to the Ministry of Health, 2010 will mark the beginning of a project whose beneficiaries will be the 44 County Health Insurance Funds, about 30,000 doctors and 5,350 pharmacies that signed contracts with the district health insurance funds as well as the 12 million insured individuals included in the Romanian health insurance system. The system aims to improve the quality of care and to optimise healthcare costs through the real-time monitoring of requirements and consumption of medicines in Romania and by eliminating medication errors and fraud within the current prescription system. This will be achieved by implementing a prescription control/supervision system, by processing and exchanging medical information and by granting citizens access to quality healthcare services. The electronic prescription is a support system that assists physicians in the process of issuing prescriptions, provides them with decision support and the required information, ensures the electronic transfer of the prescription to the pharmacist and the establishment of a national database as an electronic record for the drugs prescribed. This service is at a development stage of 2/5. 14d: Student supplements and grants The supplements/merit grants for students tend to have a different approach, dependant upon each university and even on each faculty. Usually information is available on-line regarding how to obtain such supplements/grants, but the availability of application forms on-line is very rare. The development stage is at 2/5 (12 sites were analysed). In terms of scholarships for study abroad, universities offer basic information and the level of the actual development of these services relates to the institutions that administer such programmes.

40%

133

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Service

Stage 2

15. Personal documents a, b, and c.

2 16. Car registration: new, secondhand or imported.

17. Public libraries: review of catalogues and ordering.

Final score

Comment 15a: ID Information on the issuing of the identity document is available on-line and the required forms are available for download (www.evidentapersoanelor.ro). This service is at a development stage of 2/5. 15b: International passport Information on the issuing of passports is available on-line. The applications are automatically printed upon submission of the file, according to www.pasapoarte.mai.gov.ro. This service is at a development stage of 2/5. 15c: Driver's license The traffic police provide on-line information about the steps required to obtain/change a driver's license. Therefore, this service is at a development stage of 2/5. It is worth mentioning that most documents to be filed are not standard forms, as they are issued by other institutions/legal entities.

40%

The traffic police provide on-line information about the steps required for the registration of a vehicle, whether new, second-hand or purchased from abroad. Also, users can find, on some private sites, local information and registration applications available for download. Therefore the development stage of this service is of 2/5.

40%

The year 2008 marked the beginning of the project "Digital Library of Romania". Through this project the Minister of Culture intends to map existing digitisation initiatives at the local level and to continue this process at the national level. The digitised resources shall also be accessible for Europeana.net, which is a project developed at the EU level. Currently, some local or university libraries provide on-line access for certain resources, especially those published by that institution (e.g., the National Library Journal, the Book History Magazine, specialist courses given in certain faculties, etc). The National Library of Romania, through the Digital Library, will provide access to its electronic resources: the National Library Journal, the Book History Magazine, information and documentation, a processed translation directory, BISA (Bibliography and Information Science Abstracts), etc. It will also host a part of its digitised special collections (manuscripts, rare books, historical archives, etc.) and it will provide status information in regard to the digitisation process at the national level. Thus it can be concluded that the main trend is to make books/manuscripts available online so that they can be downloaded and read directly by the user. Some digital initiatives are already at a higher stage of development, namely the Metropolitan Library of Bucharest offers free access to the Romanian classics. The working environment of the virtual library is the most comprehensive of all of the virtual library environments used thus far in Romania. It includes electronic bookmarks, on-line notes, the possibility to share bookmarks and annotations, personal virtual bookshelves and shared virtual bookshelves. Entries can be found easily using a search engine, the authors' index or the literary genre. Therefore the development stage of this service is, for certain libraries, at 4/5.

80%

134

Part II:

Service

Stage 1.33

18. Certificates a, b and c.

19. Admission to higher education institutions.

2 20. Residence registration: in the event of a change of address.

eGovernance Services Assessment per Participating Country Final score

Comment The certificates listed below are obtained from local authorities and therefore the information varies from one locality to another. 18a: Birth certificate Information is available regarding the steps required to obtain a birth certificate. The documents to be submitted are ID/certificates and, only in special cases, other statements (e.g., declaration of paternity). Some statements can be found on-line, but this depends on each local government and they are quite rare. The development stage of this service is at 1/4. (We analysed 12 sites, out of which 8 belonged to some of the 12 largest cities in Romania and 4 to smaller towns. In small towns the development stage is sometimes 0, but the procedure is generally the same in all the localities). As for the issue of birth certificates for persons born abroad information is also available on the websites of the related consulates, together with the forms that need to be printed and filled in. The development stage of this process is 2/4. 18b: Death certificate Information on the steps required to obtain this certificate are available on-line. The documents to be submitted are ID/certificates and therefore there are no standard forms in electronic format. The fees related to obtaining the certificate cannot be paid on-line. The development stage of this service is 1/4. 18c: Marriage certificate Information on the steps required to obtain this certificate are available on-line. The documents to be submitted are ID/certificates and therefore there are no standard forms in electronic format. The fees related to obtaining the certificate cannot be paid on-line. The development stage of this service is 1/4. The admission procedure for higher education is subject to the decision of each university. Higher education institutions in Romania have their own websites, more or less developed, as the case may be, and they provide information on admissions. In some cases the registration form is made available on-line by some faculties; however, the completed form must be returned in printed format on paper. The development stage of this service is 2/4. (We analysed 11 state institutionsâ&#x20AC;&#x2122; websites for key university centres, selected at random). It is worth mentioning that, beyond admission itself, many faculties have well developed information systems that allow students to view courses and grades on-line, while in some cases there are even admission examination simulations: called "pre-admissions".

The application form for the registration of residence is made available electronically by the National Inspectorate for Population Records (www.evidentapersoanelor.ro). This refers to a situation where someone wishes to record a place of residence different to that of their permanent address. In the event of a change of permanent address the person in question must also change their ID. The development stage of this service is 2/4.

135

33.33%

50%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition

17 Serbia 17.1

The Overview

TOTAL

50%

G2B

57%

G2C

1. Employee income tax payments: registration, payment and analysis.

40%

13. Job search.

2. Environment and construction permits: obtaining a license.

25%

14. Social benefits.

3 Electronic cadastre and related registers of ownership.

50%

14a: Unemployment benefit.

4. Healthcare and pension: payments and examinations.

50%

14b: Child supplement.

5. Enterprise registration.

75%

14c: Health care payments.

6. Company income registration.

50%

14d: Student supplements and grants.

7. VAT.

50%

15. Personal documents.

8. Customs declaration. 9. A Single Window for one-time filing of all required information on a foreign trade transaction.

100%

20%

15a: ID.

15b: International passport.

10. Public procurement.

100%

15c: Driving license.

11. Registry of mortgages of legal persons.

100%

16. Car registration: new, second-hand or imported.

136

42%

20%

Part II:

eGovernance Services Assessment per Participating Country

TOTAL

50%

12. Submission of statistical data to the State Statistical System (including harmonisation with EUROSTAT requirements).

40%

17. Public libraries: review of catalogues and ordering.

75%

18. Certificates: births, deaths and marriage records.

50%

18a: Birth certificate. 18b: Death certificate. 18c: Marriage certificate. 19. Admission to higher education institutions.

25%

20. Residence registration: in case of change of address.

25%

17.2 Analysis in Detail 17.2.1 G2B Services Service

1. Employee income tax payment: egistration, payment and analysis.

2a. Environment and construction permits: obtaining a license.

3. Electronic cadastre and related registers of ownership.

Provider(s)

web

Stage

Tax Administration, Ministry of Finance

http://www.poreskauprava. gov.rs/ http://www.mfin.gov.rs

Ministry of Environment and Spatial Planning

http://www.ekoplan.gov.rs/ srl/index.php

Republic Geodetic Authority

http://www.rgz.gov.rs

137

Comment Downloadable forms are available for different kinds of tax payments.

Final score

40%

Only information is available. 25%

Downloadable forms are available. There is also the current testing phase for the electronic submission of documents. (It is unclear when it began: as of March 2010 information about the testing was filed under 22.10.2010).

50%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Service

Provider(s)

web

4. Social contributions: health care and pension.

Ministry of Health and the National Institute for Health Education

http://www.zdravlje.gov.rs http://www.rzzo.rs

Serbian Business Registers Agency

www.apr.gov.rs

5. Enterprise registration.

6. Company income registration.

7. VAT.

Tax Administration, Ministry of Finance

http://www.poreskauprava. gov.rs/ http://www.mfin. gov.rs

Tax Administration, Ministry of Finance

http://www.poreskauprava. gov.rs/ http://www.mfin. gov.rs

Customs office

http://www.carina.rs http://www.upravacarina. rs www.customs.rs www. serbiancustoms.rs www.e-customs.rs

N/A

8. Customs declaration.

9. A Single Window for onetime filing of all required information on a foreign trade transaction.

Stage

N/A

Comment

Final score

Downloadable forms are available. However, some of them are impossible to open.

50%

As of May 2008, electronic enterprise registration is possible. Payment and signed copies of documents must be delivered in a non-electronic form five days after the on-line submission.

75%

Downloadable forms are available. 50%

As of 2005, it is possible to submit documents electronically. A payment certificate must be obtained beforehand in a non-electronic form. With the certificate, the practice then continues electronically. The website and service is not available in Serbia.

100%

Public Procurement Office

http://www.ujn.gov.rs http://portal.ujn.gov.rs

The entire process can be carried out electronically.

100%

11. Registry of mortgages of legal persons.

National Mortgage Insurance Corporation

http://www.nkosk.co.rs

Along with information on the conditions for obtaining a mortgage, there is an on-line mortgage calculator.

100%

12. Submission of statistical data to the State Statistical System (including harmonisation with EUROSTAT requirements).

Statistical Office of Republika Serbia

http://webrzs.stat.gov.rs

10. Public procurement.

Downloadable forms are available. 40%

138

Part II:

eGovernance Services Assessment per Participating Country

17.2.2 G2C Services Service

Provider(s)

web

Stage

National Employment Service

http://www.nsz.gov.rs

13. Job search.

Browsing the database by selected categories, account setting for both employers and employees, submission of data for connecting to potential employers/employees.

National Employment Service, the Ministry of labour and Social Policy, the Ministry of Health, the National Institute for Health Insurance, and the Ministry of Education

www.minrzs.gov.rs http:// www.rzzo.rs www.minrzs.gov. rs http://www.mp.gov.rs

15. Personal documents a, b, and c.

Ministry of Interior

http://www.mup.gov.rs

Only information is available.

16. Car registration: new, second-hand or imported.

Ministry of Interior

http://www.mup.gov.rs

Only information is available.

14. Social benefits a, b, c and d.

19. Admission to higher education institutions.

20. Residence registration: in the event of a change of address.

Final score

100%

Only information is available. 20%

20%

17. Public libraries: review Ministry of Culture, of catalogues and Public libraries ordering.

18. Certificates a, b and c.

Comment

www.vbs.rs/cobiss http:// www.biblioteke.org.rs

The Ministry of Public Administration and Local Self-government

http://www.drzavnauprava. gov.rs

The Ministry of Education and Universities

http://www.mp.gov.rs/

Ministry of Interior

http://www.mup.gov.rs

Browsing data by categories is available. 75%

The situation varies, but most municipalities offer the possibility for document download. In some, an on-line request for certificates is possible, while there are also municipalities that only offer information.

50%

Only information is available. 25%

139

eGovernance and ICT Usage Report for South East Europe - 2nd Edition

18 18.1

FYR Macedonia The Overview

TOTAL

60%

G2B

69%

1. Employee income tax payments: registration, payment and analysis.

100%

G2C

51%

13. Job search.

88%

35%

2. Environment and construction permits: obtaining a license.

32%

14. Social benefits.

3. Electronic cadastre and related registers of ownership.

50%

14a: Unemployment benefit.

4. Healthcare and pension: payments and examinations.

75%

14b: Child supplement.

5. Enterprise registration.

50%

14c: Health care payments.

6. Company income registration.

100%

14d: Student supplements and grants.

7. VAT.

100%

15. Personal documents.

8. Customs declaration.

50%

15a: ID.

9. A Single Window for one-time filing of all required information on a foreign trade transaction.

100%

15b: International passport.

10. Public procurement.

100%

15c: Driving license.

11. Registry of mortgages of legal persons.

50%

140

40%

16. Car registration: new, second-hand or imported.

40%

Part II:

eGovernance Services Assessment per Participating Country

TOTAL

60%

12. Submission of statistical data to the State Statistical System (including harmonisation with EUROSTAT requirements).

20%

17. Public libraries: review of catalogues and ordering.

80%

18. Certificates: births, deaths and marriage records.

50%

18a: Birth certificate. 18b: Death certificate. 18c: Marriage certificate. 19. Admission to higher education institutions.

25%

20. Residence registration: in case of change of address.

50%

18.2 Analysis in Details 18.2.1 G2B Services Service

Provider(s)

web

1. Employee income tax payments: egistration, payment and analysis.

Public Revenue Office (http://ujp.gov.mk/)

http://etax.ujp.gov.mk

Ministry of Environment and Physical Planning (www.moepp.gov.mk/)

http://www.uslugi.gov.mk/ UslugaDetali.aspx?UslugaID =22BAC587C4A747F19AFB30 86ACA17ABA

Municipalities in FYR Macedonia

The websites of all municipalities in FYR Macedonia

2a. Environment permit: obtaining a license.

2b. Construction permit: obtaining a license.

Score

Comment

Average stage

Final score

100%

141

50%

32% 14.6%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Service

Provider(s)

web

Real Estate Cadastre Agency (www.katastar. gov.mk/)

http://www.uslugi.gov.mk/ ListaUslugi.aspx?OrganID=C C2B7370F3BE4B5E8EBD30D 42A1DBE0C

4. Social contributions: health care and pension.

Pension and Disability Insurance Fund of Macedonia (www.piom. com.mk/)

www.piom.com.mk

5. Enterprise registration.

Central Register of Macedonia (www.crm. com.mk/)

http://www.crm.com. mk/download/Registers_ document_forms/POe.pdf

Public Revenue Office (http://ujp.gov.mk)

http://etax.ujp.gov.mk

7. VAT.

Public Revenue Office (http://ujp.gov.mk)

http://etax.ujp.gov.mk

Customs Administration of Macedonia (www. customs.gov.mk)

www.customs.gov.mk

8. Customs declaration.

Customs Administration of Macedonia (www. customs.gov.mk)

www.exim.gov.mk

Public Procurement Bureau (http://javninabavki.finance.gov. mk)

www.e-nabavki.gov.mk

Central Register of Macedonia (www.crm. com.mk)

http://www.crm.com. mk/download/Registers_ document_forms/ obrazecnedviznosti.pdf

State Statistical Office (www.stat.gov.mk)

http://www.stat.gov.mk/ glavna.asp?br=95

3. Electronic cadastre and related registers of ownership.

6. Company income registration.

9. A Single Window for one-time filing of all required information on a foreign trade transaction.

10. Public procurement.

11. Registry of mortgages of legal persons.

12. Submission of statistical data to the State Statistical System (including harmonisation with EUROSTAT requirements).

Score

Comment

Average stage

Final score

50%

75%

50%

100%

50%

100%

50%

20%

142

Part II:

eGovernance Services Assessment per Participating Country

18.2.2 G2C Services Service

Provider(s)

web

Score

The Employment Service Agency of Macedonia (www.avrm. gov.mk)

https://www.avrm.gov.mk/ PrijavaOdjava/Oglasi.aspx

Average stage

Final score

75%

13. Job search.

88% The Civil Servants Agency (www.ads.gov. mk)

http://prijava.ads.gov.mk

Ministry of Labour and Social Policy (www. mtsp.gov.mk)

www.mtsp.gov.mk

Ministry of Labour and Social Policy (www. mtsp.gov.mk)

http://uslugi.gov.mk/ UslugaDetali.aspx?UslugaID =A65342CC1AD340EDA3D7E FA3C46DD848

14. Social benefits a, b, c and d.

15. Personal documents a, b and c.

Comment

100%

20%

40% 35%

The Health Insurance Fund of Macedonia (www.fzo.org.mk)

www.fzo.org.mk

Ministry of Education and Science (www.mon.gov.mk)

http://konkursi.mon.gov.mk

Ministry of Interior (www.mvr.gov.mk)

http://uslugi.gov.mk/ UslugaDetali.aspx?UslugaID =B9FB5CC62CBD42EF98667 2AA6BB19C48

40%

Ministry of Interior (www.mvr.gov.mk)

http://uslugi.gov.mk/ UslugaDetali.aspx?UslugaID =E737CF857751480FAEF973F 05012AC89

40%

Ministry of Interior (www.mvr.gov.mk)

http://uslugi.gov.mk/ UslugaDetali.aspx?UslugaID =29C862E9FB6F4386AF7E2F 5BD8F5C4DF

40%

20%

143

60%

40%

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Service

16. Car registration: new, second-hand or imported.

17. Public libraries: review of catalogues and ordering.

18. Certificates a) b) and c).

Provider(s)

web

Score

Ministry of Interior (www.mvr.gov.mk)

http://uslugi.gov.mk/ UslugaDetali.aspx?UslugaID =E6F129A1D43840678B1747 B83D4CAD62

The National and University Library “St. Clement of Ohrid” Skopje (www.nubsk. edu.mk)

http://www.vbm.mk/cobiss

Ministry of Interior (www.mvr.gov.mk)

http://uslugi.gov.mk/ UslugaDetali.aspx?UslugaID =67B5CBD27D2B4581A446F 286BA34C9F9

50%

Ministry of Interior (www.mvr.gov.mk)

http://uslugi.gov.mk/ UslugaDetali.aspx?UslugaID =EEEDAF410C4B4E4CBCDFC 3F528B5B3B2

50%

Ministry of Interior (www.mvr.gov.mk)

http://www.uslugi.gov.mk/ UslugaDetali.aspx?UslugaID =5ECFADEF4BD5403C84AB1F 8773A38E3B

50%

Comment

Average stage

Final score

40%

80%

144

50%

Part II:

Service

19. Admission to higher education institutions.

20. Residence registration: in the event of a change of address.

eGovernance Services Assessment per Participating Country

Provider(s)

web

Score

“St. Cyril and Methodius” University - Skopje (www.ukim. edu.mk)

www.ukim.edu.mk

The University “St. Clement of Ohrid” - Bitola (www.uklo.edu.mk)

www.uklo.edu.mk

The “Goce Delcev” University – Stip (www. ugd.edu.mk)

www.ugd.edu.mk

The State University of Tetovo (www.unite.edu.mk)

www.unite.edu.mk

The University for Information Science and Technology (www. uist.edu.mk)

www.uist.edu.mk

Ministry of Interior (www.mvr.gov.mk)

http://www.uslugi.gov.mk/ UslugaDetali.aspx?UslugaID =585F12683813427FA22A57 C653849B13

Comment

Average stage

Final score

25%

145

50%

146

Part III:

Country ICT Profiles

Part III: Country ICT Profiles

19 Albania 19.1 Legal Infrastructure

Albania has adopted some legislation related to the Information Society. The Albanian Constitution includes the right of access to information under Article 23. Other laws have also been passed by the Parliament. • The “Law on Telecommunications in the Republic of Albania” No. 8618 (dated 14.06.2000) was amended along with Law No. 9625 (dated 16.10.2006), while Law No. 9637 (date 6.11.2006) was abrogated on the 19.05.2008. On the very same day the “Law on Electronic Communications in the Republic of Albania” No. 9918 was ratified. It came into force on the 26.06.2008 and is based on the European Union’s regulatory packet of 2002 on electronic communication.134 • The “Law on Public procurement” No. 9643 was ratified on the 20.11.2006 and came into force on the 01.01.2007, introducing the obligation for contracting authorities to use electronic procurement. Contracting authorities are also required to publish all procurement notices and tender dossiers on the website of the Public Procurement Agency (PPA). This Law is based on EU directives for public procurement (Directives: 2004/17/EC and 2004/18/EC). • Law No. 9880 (dated 25.2.2008) on “the 134

it enabled the transposition of EU’s legislation (Directives 2002/19-22/EC); it enabled the replacement of the licensing regime with the authorizing regime, eliminating or reducing the barriers of the previous law (no 8618) concerning the offering of telecommunications services

149

•

electronic signature“ resulted in the creation of organisations for the management of electronic certificates (certificate service providers). Through decision No. 525 (dated 13.5.2009) the Government adopted regulations on the function of certificate service providers. A national authority for the regulation and licensing of such providers is in the process of being created. Law No. 9887 (dated 10.3.2008) on “the Protection of Personal Data” was prepared on the basis of the EU Data Protection Directive 95/46/EC. This Law defines the rules for data protection and the lawful processing of data. Through this Law, the office of the Data Protection Commission was established in 2008. Law No. 9723 (dated 3.5.2007) on “the registration of businesses” and “On the National Centre for Registration” saw the creation of a unique electronic registry for the registration of all businesses. The Centre is responsible for it and offers services of the type “one-stop-shop” to businesses. In the field of cybercrime, Albania signed and ratified the Convention for the Prevention of Cybercrime in 2002 and this is reflected in the Penal Code and Penal Procedure Code. The requirements of the Cybercrime Convention are the improvement and completion of a legal framework in line with the best European practices as one of the priorities for the further development of an information society. Laws No. 9859 (dated

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 21.01.2008), 10023 (dated 27.11.2008) and 10054 (dated 27.11.2008) include elements related to Cybercrime within the Penal Code. • Access to information is provided for through Law No. 8503 (1999), which offers access as a basic principle, unless otherwise restricted due to personal data protection or in accordance with Law No. 8457 (1999) on “classified information and state secrets”. • The Law on Archives, No. 9154 (2003), deals with archiving issues, meaning hard copy documents, but includes provisions applied for electronic documents, by interpretation as well as those specially mentioned in the Law. • The eCommerce Law, No. 10128 (dated 11.05.2009), is based on EU Directive 2000/31/ EC. • Law No. 9885 (dated 01.04.2008) is an improvement on Law No. 9157 (dated 04.12.2003) for rules regarding telecommunications surveillance. • Law No. 8410 (dated 30.09.1998), modified under Law No. 9531 (dated 11.05.2006), on “public and private radio and television in the Republic of Albania” regulates the content of radio and television broadcasts and the creation of regulatory authorities. • Law No. 8502 (dated 30.06.1999) on "information rights regarding official documents" regulates the right to information on official documents. According to this Law, each person has the right to request information concerning official documents, when dealing with state gov150

ernment activities. • A number of sublegal acts have been issued in relation to the implementation of the legislation, typical cases are listed below: • Decisions on the regulation of telecommunications tariffs; • Decisions on the licensing of operators for mobile telephony; • Decisions on regulations between telecommunications operators; • Decisions for the usage of radio-frequencies in the Republic of Albania; • Decisions on the approval of strategies for the development of telecommunications; • the Decision (dated 27.04.2007) on the Creation of the National Agency for Information Society; • the Decision (dated 06.02.2008) on the Regulations Pertaining to Instruments for Electronic Payments. The implementation of ICT receives its orientation from the National Strategy on ICT. The first Strategy for the Development of ICT in Albania was drafted by the UNDP, with the aid of a local team of experts, and passed by the Government in April 2003. The strategy on information society is a “Cross cutting strategy on information society” approved by CoM decision No. 59 date d 21.1.2009. The strategy on Science, Technology and Innovation was approved by the Decision of the CoM No. 863 of 29 July 2009. The National Agency for Information Society is charged with following-up on the implementation of the Strategy.

Part III:

Country ICT Profiles

In February 2010 the Albanian Government published the Policy Document for Electronic Communications in the Republic of Albania, which was based on Law No. 9918 on “electronic communications”. This Policy Paper set out the Government’s medium term strategy for the development of networks and services for electronic communications in the Republic of Albania. It replaced the policy paper adopted in 1999 for the telecommunications sector. It takes under consideration the need to adapt arrangements in response to the convergence between broadcasting and private communications; it also sets out the Government’s vision of the future for the electronic communications sector within the context of related national plans. It further sets out the objectives for certain important subjects, where action is needed or where guidance for state institutions would be helpful.

19.2

Institutional Framework

The competent authorities in the domain of electronic communications, as defined under the law are listed below. • The Ministry of State for Reforms and Relations with Parliament (recently Minister for Inovation and Information and Communication Technology). • The Authority for Electronic Communications and Post (AKEP). • The National Council of Radio-Television (KKRT). The Albanian Government has, in recent years, taken many steps towards increased and improved usage of ICT. One of the main steps was the creation, in 2007, of a dedicated governmental body under the auspices of the Office of the Prime Minister: the National Agency 151

for Information Society (NAIS - in Albanian AKEP). The tasks of NAIS include: • compilation and implementation of policies, strategies, official legal acts and the development of the information society sector; • coordination of policies and programmes in the area of information society and investment in the promotion of an information society; • promotion of new technology in the area of information society, education and the encouragement of its use by the public. Initially NAIS was created under the auspices of the Office of the Prime Minister in order to possess the appropriate level of authority and position to fulfil its proper role and function. However, currently NAIS has been placed under the Ministry of State for Reforms and Relations with Parliament. Plans are underway to strengthen this particular ministry and to have a deputy minister dedicated solely for ICT, who would also possess a supervisory function over NAIS. The National ICT Strategy is the official document that guides the development of Information Society in Albania. The most recent version of this strategy was approved at the start of 2009 and is in line with the National Strategy for Development and Integration. Each line ministry and budgetary institution responsible for the implementation of the Strategy, during its medium term planning process (PBa), specifies the products and activities together with their cost, including any related costs. This enables the identification and monitoring of their commitment level as well as their level of achievement regarding the objectives of the Strategy.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition At the national level responsibility for the implementation of the Strategy’s components rests with the ministries and relevant institutions, while at the local level responsibility for its implementation rests with the local public administrations. The cabinet-level body responsible for the coordination and implementation of IS development is the Ministry of State for Reforms and Relations with Parlilament (based on the Decree of the President of Albania dated on 13.4.2010: “Ministry for Inovation and Information and Communication Technology”). At the national level the implementation process is led by an Inter-Institutional Group established in accordance with the Prime Minister’s order No.72 (dated 11.6.2008) and headed by the Deputy Prime Minister. The group acts as a decision makingbody, while NAIS has the coordinative role in regard to operational aspects for the development of an information society. NAIS cooperates with all other institutions participating in this group as well as all other relevant institutions. NAIS, together with INSTAT (Institute of Statistics), are responsible for the process of evaluation and monitoring of the indicators for Information Society in Albania. The Inter-Institutional Group is comprised of the following: • Deputy Prime Minister (chairman); • Deputy Minister for Economy Trade and Energy; • Deputy Minister of Finance; • Deputy Minister of Justice; • Deputy Minister of Education and Sciences; • Deputy Minister of Agriculture, Food and Consumer Protection; • Deputy Minister of Health; 152

• Deputy Minister for Public Works, Transport and Telecommunications; • Deputy Minister of the Interior; • Deputy Minister of Culture, Tourism and Sport; • Deputy Minister of Labour, Social Affairs and Equal Opportunities; • General Director of NAIS.

19.3 Accessibility In Albania the telecommunications sector has been liberalised and the number of operators present in this field has increased. By the end of 2009 there were 74 fixed telephony operators (free to offer services without any geographical restrictions), 4 operators of mobile telephony (3 operational) and 90 Internet Service Providers to cover a total of more than 150 authorisations for telecommunications services. The national operator for fixed line public services, AlbTelcom, was privatised in 2007. AlbTelecom has a nation-wide infrastructure with a transmission and switching system that is almost fully digitalised. This operator also offers a dial-up Internet service in towns countrywide and ADSL in the main centres in Albania. Landline penetration remains quite low: by the end of 2009 it was estimated at 11.3% with 360,000 subscribers. There are three active mobile operators in the market: AMC, Vodafone and Eagle Mobile. A fourth mobile operator has also been granted a license. Mobile coverage is 90% of the entire territory or 99.8% of populated areas, when you take into consideration that two thirds of the country is mountainous. By the end of 2009 penetration of the mobile telephony reached 129% with 4.16 million subscriptions.

Part III:

Country ICT Profiles

Albania

2000

2007

Sector Structure Separate telecommunications regulator

Status of main fixed-line telephone operator

Lower-middleincome group

Europe & Central Asia Region

2007

Yes

Public

Public (In October 2007 the operator was privatised)

Level of Competition International long distance service

Mobile telephone service

Internet service

Telecommunications revenue (% of GDP)

1.8

5.04

2.9

Mobile and fixed-line subscribers per employee

710

624

532

Telecommunications investment (% of revenue)

28.4

10.4

25.3

Telephone lines (per 100 people)

8.9

15.3

25.7

Mobile cellular subscriptions (per 100 people)

72.3

38.9

Internet subscribers (per 100 people)

0.2

0.6

13.6

Personal computer (per 100 people)

0.8

3.8

4.6

10.6

Households with a television set (%)

International voice traffic (minutes/person/month)

10.4

—

Mobile telephone usage (minutes/user/month)

—

322

154

0.1

14.9

12.4

21.4

Sector Efficiency and Capacity

Sector Performance Access

Usage

Internet users (per 100 people)

153

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Quality Population covered by mobile cellular network (%)

Fixed broadband subscribers (% of total Internet subscribers)

40.4

32.5

International Internet bandwidth (bits/second/ person)

216

199

1114

Price basket for residential fixed-line (US$/month)

5.5

7.2

5.8

Price basket for mobile service (US$/month)

—

20.9

9.8

11.8

Price basket for Internet service (US$/month)

—

16.3

16.7

4.59

1.34

2.08

1.63

ICT goods exported (% of total goods exported)

0.7

20.6

1.8

ICT goods imported (% of total goods imported)

4.3

3.5

20.2

ICT service exports (% of total service exports)

4.8

3.6

15.6

ICT expenditure (% of GDP)

—

6,5

eGovernment Web Measure Index

—

0.39

0.33

0.36

0.3

4.7

1.8

23.9

Affordability

Price of a call to the United States (US$ for 3 minutes) Trade

Applications

Secure Internet servers (per 1 million people: December 2008) Legend: C

Competition

Monopoly

Partial competition

Table 6: Comparative data on Accessibility for 2000 and 2007 in Albania

154

Part III:

Country ICT Profiles

Some comparative data, based in part on data from the World Bank135, for the years 2000 and 2007 is given in the table below. It is very difficult to find up-to-date indicators in Albania. Internet penetration in the country is estimated at 31.69%.136 However, the percentage of Internet penetration remains unclear, with different sources giving different evaluations: • Internet users jumped from 2.4% of the population in 2006 to 15.3% in 2007;137 • Internet users per 100 inhabitants in 2008 was 31.25;138 • Internet users totalled 750,000 in 2009 or 23.86 per 100 inhabitants;139 • Internet users totalling 750,000, represents a growth of 29,900 users compared with the figure for 2008;140 • Internet users comprise 20.6 % of the population or 0.2 % of European users.141 Based on the data provided by the operators and AKEP assessments, the number of broadband Internet subscribers has been estimated to be some 80, 000 - 90,000, out of which 52,000 were Albtelecom ADSL connections (until 31 December 2009); this accounts for a broadband penetration rate of 2.5% per inhabitant or 10% per household. The technologies used for the broadband Internet http://devdata.worldbank.org/ict/alb_ict.pdf Source: http://www.itu.int/ITU-D/icteye/DisplayCountry.aspx?code=ALB DNS Market Albania, ICANN Studienkreis, Warsaw , October 11-12 , 2007, Sokol Haxhiu – DiploFoundation 138 http://www.itu.int/ITU-D/icteye/DisplayCountry.aspx?code=ALB 139 http://www.itu.int/ITU-D/icteye/DisplayCountry.aspx?code=ALB 140 www.Internetworldstats.com/stats4.htm#europe 141 www.Internetworldstats.com/stats4.htm#europe

are mainly ADSL, by Albtelecom, and ADSL 2+, SDSL, offering a cable connection that includes (Cable TV and Optical Fibre), wireless access and satellite technologies by other alternative operators. There are also a large number of Internet-Cafés (about 600) and a considerable number of WiFi wireless networks in public spaces. During this last year operators of mobile telephony have been active in providing an Internet service via mobile phones and through modems in PCs, both for subscribers of the post-paid and prepaid tariff plans. Until the end of 2009 mobile subscribers (post-paid and prepaid) with Internet access through their mobile phones (GPRS and EDGE) was about 785,000, while through modem cards with PC (Laptop) it was about 4,000. Dial-up Internet access decreased as a result of the increased use of broadband access. By the end of 2009 there were 14,000 dial-up users as compared to 25,000 during the previous years. The International Internet Bandwidth is approximately 6 Gbps. Other evaluated Indicators, based partially on up-todate data obtained from different sources, are given below. 11.3 % • Fixed telephony penetration: 129 % • Mobile telephony penetration: high • Mobile phone service costs: high • Internet service costs: “.al” • Internet country code: 0.54 % • IT GDP spending:

135

136 137

155

According to IDC, the Albanian IT market size in 2008 was 117.25 million Euros with growth of approximately 30% when compared with 2007; Hardware had a

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 73.82% share of the market, Packaged ID had 10.87% and IT Services 15.31%. At the end of 2009 AKEP reported a market of 472 million Euros in 2008. The percentage of companies with an Internet connection was 84%, with 68% having a broadband connection.142 The Institute of Statistics (INSTAT) does not actually publish data on the penetration of ICT. Considering the gender issue, there is no information about differences between women and men in relation to the use of ICT equipment and services. There is a tendency for high level positions to be occupied by men, while there are initiatives by state structures and political forces to enforce some lower limits for the involvement of women in politics. In concrete terms there is no apparent differentiation between males and females regarding the use of ICT in public administration and schools.

19.4 Utilisation of ICT in public administration The number of computers in the public administration was over 6,000. The other relevant indicators are as follows: • percentage of officials trained in the use of ICT is unknown; • number of officials who at least have e-mail access and use it as a communications tool is about 6,000 (according to government reports); • percentage of central level government institutions using some networking services (resource sharing, 142

mail, etc.) was evaluated at 80% (according to a government report/strategy); • percentage of central level government institutions connected to the Internet was 100% (according to a government report/strategy); • percentage of local administrations using some networking services (resource sharing, mail, etc.) was evaluated at 50% (according to a government report/strategy); • percentage of local administrations connected to the Internet was 60% (according to a government report/strategy); • percentage of officials using a public e-mail addresses was unknown; • investment by government institutions in ICT solutions (hardware, software, services), in budget percentage terms, was 0.54%; • the position of the IT function within institutions, simple frequency distribution, relates to three groups: • IT sector, more than 60% of the institutions (according to a government report/ strategy); • IT personnel, almost all institutions; • external care of IT functions, very few institutions. Tracing ICT projects through ministries websites is difficult due to missing data. The application of ICT within public administration is presented in the table below, based on the Albania Progress Report for 2009: SEC (2009) 1337/3, Brussels, 14.10.2009 - Commission of the European Community. 143

According to ICT National Strategy, 2009

156

Part III:

Country ICT Profiles

Field or institution

ICT in Public Administration

Findings and recommendations

National Agency for the Information Society

The National Agency for the Information Society (NAIS) has begun to set up a single government electronic network, covering 65 institutions. The NAIS has actively promoted public awareness on the information society and has provided training for IT staff in the public administration.

There has been no progress in regard to legislation on conditional access. Preparations within the field of information society services are advancing.

INSTAT

There has been progress in the development of the statistical infrastructure. The budget of the Institute of Statistics (INSTAT) for 2009 increased by about 21% compared with 2008 and 16 additional staff were hired in 2009. Progress has been made in establishing a metadata system.

Classifications and registers

Some progress can be reported in the field of classifications and registers. Preparatory work for the introduction of NACE Rev. 2 (Statistical Classification of Economic Activities in the European Community) has started.

Civil Registry

Improved voters lists were compiled on the basis of the new Civil Registry, thus meeting, to a large extent, this key European Partnership priority.

ID documents

Progress has been made in regard to document security. The security features of these documents are in line with the relevant ICAO and EU standards. In January 2009 ID card distribution began, based on data from the Civil Registry electronic database. Issuance of the older style passports has stopped and by mid September 2009 a total of 118,772 biometric passports had been distributed.

Visas

The necessary IT infrastructure linking the INSTAT Headquarters with its regional offices has not yet been established.

The classification of statistical regions, equivalent to the NUTS, has not been developed.

Adequate connection between the Civil Registry system and the Total Information Management System (TIMS) needs to be ensured.

The necessary infrastructure, financial and human resources are still required for the establishment of an e-visa centre in line with EU standards.

157

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Field or institution

ICT in Public Administration

Findings and recommendations

Borders

There has been some progress in the field of border management. TIMS is available at 18 of the 26 border crossing points, at all eight regional Border and Migration Police Directorates and at two surveillance stations. Progress has been made regarding the monitoring of migration flows, as migration statistics are now recorded in TIMS. In November 2008 Albania, Bosnia and Herzegovina, Croatia, Montenegro, FYR Macedonia and Serbia signed a memorandum of understanding on the sharing of data on illegal migration and on the regional system of advanced notification. Direct access to the MEMEX information system for criminal intelligence is missing at border crossing points. Direct access to the INTERPOL database on lost and stolen passports is not yet available for police stations and border crossing points. The exchange of information on drugs-related investigations between the central and regional police units as well as with other law enforcement agencies is hindered by the lack of direct access to the MEMEX information system for regional police units and other law enforcement authorities. Data to distinguish different types of returnees is not available. All relevant line ministries and border crossing points are expected to work with the TIMS system, but in practice this is not possible due to a lack of access.

The sharing and analysis of data collected via TIMS is insufficient and further efforts are needed to install the system at all BCPs and at border and migration police stations. Further effort is required to strengthen the risk analysis and situational awareness capacity of the border police. The Risk Analysis Unit of the BMP gathers relevant statistical data but does not draw operational conclusions for implementation at the regional or local level. The management of data flows from the central level to the local level needs to be improved. Implementation of the sub-modules on visas and residence permits needs to commence in order to improve monitoring and risk analysis. The overall investigative capacity of the police remains weak. There is limited awareness of how to use an intelligence-led approach on a national scale and limited use of criminal intelligence tools. Crime statistics remain inadequate.

Anti money laundering

The technical and administrative capacity of the General Directorate for the Prevention of Money Laundering (Financial Intelligence Unit - FIU) has been improved through the provision of additional staff, training and IT equipment. A new unit to deal with cybercrime was established in June 2009. The Joint Investigation Unit (JIU) for the fight against economic crime and corruption, under the Tirana General Prosecutorâ&#x20AC;&#x2122;s Office, has improved investigative capacity in this area and preparations are under way to replicate this structure in six regional prosecutorâ&#x20AC;&#x2122;s offices.

Public procurement

There has been some progress in the area of public procurement. Legislation approved in January 2009 introduced the obligation for contracting authorities to use electronic procurement. Contracting authorities are also obliged to publish all procurement notices and tender dossiers on the website of the Public Procurement Agency (PPA). This has improved access to information and reduced procedural costs. The PPA provided advice and support to overcome the initial technical problems that were encountered. Albaniaâ&#x20AC;&#x2122;s eProcurement system became the government-wide standard in March 2008. The eProcurement system, developed by USAID, generated 98 competitive awards, worth more than $38 million, in only seven months. The system raised the average number of bids per procurement and thus lowered the average price for those goods and services.

158

There are still some exceptions with regard to the use of electronic procedures. Efforts need to continue to extend them to all types of public procurement.

Part III:

Country ICT Profiles

Field or institution

ICT in Public Administration

Findings and recommendations

Customs

Deployment of ICT continues to progress. The migration to ASYCUDA World was completed in June 2009. Risk assessment criteria and profiles are continuously being revised and new profiles have been prepared specifically for scanners. The physical inspections rate was reduced to approximately 20%, which is still high by EU standards.

Further developments are required to make the risk analysis system more effective and manageable as well as to enhance the use of the transaction value. The drafting of the Business and IT Strategy has yet to be finalised.

Taxation

Progress continues in the deployment of ICT. Only four regional tax offices are pending incorporation into the integrated tax system. A strategy for business and IT has been developed, the IT sector has been reorganised and a risk analysis module has also been developed. The implementation of electronic tax procedures has been extended and the number of taxpayers filing tax returns electronically has increased. On average, more than 61,000 tax forms are downloaded and 2,100 declarations are currently eFiled each month, these figures are increasing.

The limited facilities offered by commercial banks are holding back the development of the electronic payment of taxes.

Transport

The revised Action Plan for Implementation of the Transport Sector Strategy was adopted in March 2009. The Institute for Transport was restructured in order to allow transport data to be centralised and the National Transport Plan, including investment programmes and policies, has been updated. This has begun the establishment and maintenance of a central transport database.

Driving licenses

In June 2009 implementing regulations were adopted that brought driving license regulations closer to EU standards. Electronic testing for the issuance of driving licenses was assessed through a pilot centre and subsequently became the norm.

Roads

The Road Asset Management System (RAMS) is in the process of being established, including country-wide safety surveys and routine maintenance inspections. New maintenance guidelines have been developed.

NRC

The National Registration Centre became fully operational and registered close to 18,000 new businesses in 2008, an increase of 29% over 2007, and fuelled a 25% increase in the tax base in just one year. The National Business Registration Centre (NRC) strengthened its capacity and extended its network of service desks. By the end of August 2009 there were 31 Business Registration Desks throughout Albania. The staff of these service desks received training on registration procedures and on public administration issues.

National Licensing Centre

In June 2009 the one-stop-shop National Licensing Centre commenced operations and substantial progress has been made on the reform and simplification of licensing.

159

Only 40% of the total road assets have been mapped.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Field or institution

ICT in Public Administration

Findings and recommendations

Immovable Property Registration

The Immovable Property Registration Office (IPRO) has continued the initial property registration in different parts of the country, but the process has not been completed. A complete inventory of State land earmarked for compensation remains to be compiled. Uncertainties about property ownership continue to disrupt its establishment.

Considerably more effort is needed regarding the first registration of real estate, property restitution and compensation, and the legalisation of unofficial constructions.

Industrial property rights

There has been progress on industrial property rights and electronic registration procedures have been put in place.

National Land Registry

There were improvements in the organisation of and accessibility to the National Land Registry, which includes the registration of property.

Stolen vehicles

In regard to the implementation of the Stolen Vehicles Action Plan, in Albania a large amount of vehicles that were either stolen in other countries or whose owners failed to declare their true value have been registered and this remains an issue of concern.

Payment systems

Some progress has been made in the field of payment systems. The number of credit and debit cards in circulation continued to increase in 2008. The use of electronic cards increased and efforts were made to facilitate the use of credit/debit cards and electronic payments.

Credit Registry

The reliability of the credit registry was further improved.

Employment policy

A new computerised information system became operational at the Head Office of the National Employment Service and in two regional offices. However, further efforts are required to extend it nation-wide and to strengthen the overall capacity of the employment service.

Social protection

There has been some progress in the field of social protection. The Social Insurance Institute is refurbishing its archives and has started to register data electronically. Work is in progress for the establishment of a national social security electronic database, to provide individual accounts for contributions, calculation of benefits and the administration of payments. The Social Security Institute has also instigated a database for the self-employed in the agricultural sector.

Human trafficking

Considerable efforts have been made to improve methods aimed at identifying the victims of trafficking as well as the functioning of the National Victim Referral Mechanism. A database on the victims of trafficking has been operational since September 2008. It allows on-line access to a common database for several agencies and is an important step towards providing better support to victims. As a result, the number of identified victims rose five-fold in 2008 to 108 persons.

Justice

The random electronic allocation of court cases to judges is working fairly well and those judges affected by the abolition of eight small district courts, in 2007, have been reinstated. A computerised case management system for both civil and criminal cases has been installed in all courts and the Ministry of Justice has started to publish case management statistics on its website.

160

Approximately 96% of banking transactions through electronic cards consist of cash withdrawals. Albania remains a predominantly cash-based economy.

The implementation of the Law on access to information is pending.

Part III:

Country ICT Profiles

Field or institution

ICT in Public Administration

Findings and recommendations

Minorities

The legal framework for the protection of minorities, including territorial limitations, education policy and the distinction between categories needs to be clarified, based on updated statistical data. There continues to be no accurate data on minorities. The next population census, while respecting international standards on data protection, will be key to addressing this issue. The collection of updated data on the size of minorities is key to the development of a national policy on minorities.

Schools

Computerisation of schools is progressing, although long-term funding for on-line access still needs to be determined.

Veterinary

A very limited amount of legislation was adopted in the veterinary sector. The identification of bovines has not yet been finalised and deficiencies in the registration of their movement jeopardizes the utility of the current database.

The current registration of small ruminants is not used for epidemiological purposes.

Fishery

Albania continued to participate in the General Fisheries Commission for the Mediterranean (GFCM) and the International Commission for the Conservation of Atlantic Tunas (ICCAT). Two tuna fishing vessels were equipped with Vessel Monitoring Systems (VMS).

Further efforts are required to establish a catch and landing data collection and processing system and to extend the VMS.

Chemicals and genetically modified organisms

No developments can be reported in the area of chemicals and genetically modified organisms. Efforts are required to enhance inter-ministerial coordination to monitor the use of chemicals present on the market.

There is no central register of chemicals and genetically modified organisms.

Financial Supervisory Authority

The Financial Supervisory Authority will use the web-based system AMF In-Reg, which is sponsored by the European Bank for Reconstruction and Development and the Western Balkans Fund. The system will be used to collect data and produce reports for insurance and pension markets.143

Labour market

The labour market data continued to be poor. The portal for job-searching (http://www.kerkojpune.gov.al) is not functional yet.

Table 7: Application of ICT in public administration in Albania

The response time for institutions responding to e-mail A survey into the status of the e-mail service for queries made by citizens remains questionable. 143 different levels of public structures, carried out during the period end of December 2009 up until mid-January 2010, is presented in the charts below. Source: Panorama newspaper, 18.11.2009 143

161

eGovernance and ICT Usage Report for South East Europe - 2nd Edition • Percentage of categories of e-mail addresses published on organisations websites for a total of 210 addresses covering 161 organisations. • Percentage of distribution for 90 problematic e-mail addresses (refused by the e-mail system for different reasons) per category of address and organisation. • Percentage of distribution for 21 answers received from 210 requests. Out of 210 addresses from 161 institutions a total of 90 (43%) were refused by the e-mail system for different Chart 15: Distribution of e-mail answers reasons, mainly due to the lack of respective accounts. Out of the 120 addresses accepted by the e-mail system The high percentage of problematic e-mail addresses only 21 answered (18%) within a period of two weeks. for district agencies is the result of the non-function of 36 institutional addresses for regional education directorates, under the Ministry of Education and Science, caused by the reorganisation process related to their Internet services.

19.5 Utilisation of ICT within education In the education system, thanks to the e-School Project initiated by the Albanian Government in 2005, 1,749 primary schools and 384 secondary schools were targeted to be equipped with computer labs and Internet connections.

Chart 13: Type of e-mail address per organisation

Chart 14: Distribution of problematic e-mails

162

Part III:

School

Country ICT Profiles

Number

Primary schools

1,749

Secondary schools

384

Total

2,133

Table 8: Secondary schools equipped with computer labs and Internet connections in Albania

School

Pupils

According to the Albanian Statistics Office, in Albania there are 457,886 pupils attending primary school, out of which 220,206 are female and 237,680 are male. Whereas out of the 132,803 pupils that attend secondary school 64,543 are female and 68,260 are male. At university there are 80,696 students out of which 46,405 are female and 34,219 are male. In 2008 the average number of pupils per computer in primary and secondary school was 35.

Female

Male

% of females

% of males

Primary school

457,886

220,206

237,680

48.1%

51.9%

Secondary school

132,803

64,543

68,260

48.6%

51.4%

University

80,696

46,405

34,219

57.5%

42.4%

590,689

284,749

305,940

Total

Table 9: Number of pupils in primary and secondary schools in Albania

The average number of female pupils per computer in primary and secondary school was 16.91 and the average number of male pupils per computer was 18.1. According to information from the Ministry of Education and Science: • in 1,478 primary schools, with a total number of pupils of 437,433, there were 12,390 PCs and 1,032 printers installed; • in 324 secondary schools, with a total number of pupils of 86,527, there were 4,630 PCs and 768 printers installed; • in 53 professional secondary schools, with a total number of pupils of 19,831, there were 163

1,650 PCs and 110 printers installed. • The number of pupils per computer in primary and secondary schools was 35 in 2009 (according to data from the Ministry of Education and Science). • The frequency of use of e-mail/Internet by pupils remains unknown: officially all must have some form of Internet access based on PC labs in schools. • The number of students per computer at university is unknown: partial data varies for different departments and range 6 - 20 students/PC.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition • The percentage of male and female students using computers at university remains unknown. • In regard to the percentage and type of Internet access in schools, ADSL connections should be available for all public schools in Albania. School

• In regard to the structure and capacities of the National Academic Network, it is missing; however, a project for this purpose, funded by the Italian Government, is running, but slowly due to bureaucracy.

Number

Primary school Secondary school Professional secondary schools Total Pupils/PC

Pupils

PCs

1,478

437,433

12,390

324

86,527

4,630

19,831

1,650

1,855

543,791

18,670

Table 10: Number of pupils and PCs in primary and secondary schools in Albania

19.6 Know-how and human resources Only partial data exists for know-how on eGovernance in relation to the information society. • An IT curriculum is obligatory for classes 7-12 of K12 and for the first year of university, diplomas. • Diplomas in computer science, computer engineering and telecommunications are awarded by the Faculty of Information Technology of the Polytechnic of Tirana and the Department of Informatics at the Faculty of Natural Sciences and the Department of Mathematics Statistics and Applied Informatics at the Faculty of Economy of the University of Tirana, as well as by some other public and private universities. 164

• Doctorate schools on ICT sciences and engineering are periodically organised by the respective departments of universities. • In schools for basic education computer science is an obligatory topic in the 7th, 8th and 9th classes: 1 hour per week. In secondary schools (gymnasiums) it is an obligatory topic in the 10th class with 2 hours per week, while in the 11th and 12th classes 1 hour per week. • In professional schools computer science is an obligatory topic in the 10th and 11th classes with 1 hour per week. In addition, dependant upon the profile, special courses are organised for the teaching of specific applications.

Part III:

Students graduated in ICT in public universities

Country ICT Profiles

1997

1998

1999

2000

2001

2002

2003

2004

2005

2006

2007

2008

108

474

Electronic engineering

148

579

Informatics: Polytechnic University

Telecommunications

Informatics: University of Shkodra

Informatics: University of Gjirokastra

Information technology: University of Vlora

Economic informatics Informatics: University of Tirana Information, mathematics, engineering

TOTAL

1,336 Table 11: Students that graduate in ICT in public universities in Albania (Source: Instat)

19.6.1 Institutions Related to eGovernance Development

Ad-hoc working groups have been created by different instances to deal with this issue.

Relevant institutions for the process of the development of eGovernance include: • Ministry of State for Reforms and Relations with Parliament; • Ministry of Public Works, Transport and Telecommunications; • Ministry of Education and Sciences; • The National Agency for Information Society; • Authority for Electronic Communications and Post.

19.6.2 Major Providers of eGov ernance Solutions Most of the companies that work in the area of ICT are listed in the following table, including software developers in Albania. 144

144

165

According to IDC

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Company name

# of Employees

Packaged software revenue in 2008

Brief description

Homepage

US$ (millions)

Hosting and web design.

www.alb-future.com

Software development and Oracle Partner.

www.arkit.info

Training& certification, consulting, software development, Microsoft Gold Partner and Cisco Partner.

www.cacttus.com

Market share

Alb-Future

Ark IT

0.18

1.40%

Cactus Albania

Datech

0.26

2.00%

SCO partner and Oracle partner (financial management system, payroll management system, inventory management system etc).

www.datech-soft.com

E Point

0.18

1.40%

Software development.

www.epoint-al.com

Gorani

0.01

0.10%

Web application design and web marketing.

www.gorani.net

iKubinfo Business Advisory

IT Management, software applications and consulting.

www.ikubinfo.com

iKubinfo Software Solutions

IT management, software applications and networking.

www.ikubinfo.com

IMB

0.35

2.70%

Software development.

www.imb.com.al

Infosoft Systems

0.13

1.00%

Largest IT company in Albania, IBM business partner, Dell Partner, HP preferred Partner and PC assembler.

www.infosoftgroup.com.al

Infosoft SD

0.31

2.40%

Application development.

www.isd.com.al

Intech

Microsoft LAR and ORACLE Partner (application and software development).

www.intech-al.com

0.1

0.80%

Software development in the Albanian language (for bars, hotels etc).

www.programeshqip.com

Programme Shqip

166

Part III:

Company name

# of Employees

Packaged software revenue in 2008

Country ICT Profiles

Brief description

Homepage

Web applications, software development and eCommerce.

www.shqiperiacom.info

ShqiperiaCom

0.14

1.10%

TPKSolutions

Software developer (applications for SME).

www.tpksolutions.com/al/ mainPage.htm

TCN

Design and engineering, project management, installation services, test and commissioning, training etc.

www.tcn.com.al

ARIO shpk

Web and application development.

www.ariosolutions.com

GIS Albania

Software development.

ELIA Graphix

Web design.

ISCS

IT consulting and project management.

www.iscs-al.com

ITCom

On-line electronics.

itcom-al.com

Webphotopro

Web design and programming.

www.webphotopro.com/ index.php?id=23

AESS Group

Developing company (acquired by IkubInfo in 2008).

www.aess-group.com/ AboutUs.aspx

Table 12: Companies working in the ICT sector in Albania

167

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Main Internet Service Providers, as listed by the Regulatory Authority Company name

Homepage

Abcom Albania

www.abcom-al.com

Abissnet

www.abissnet.al

ADN

www.adn.net.al

Albania On Line

www.albaniaon-line.net

Interalb

www.interalb.net

Pronet

www.pronet.com.al

Primo Albania

www.primo.al

Table 13: Main Internet Service Providers in Albania

19.7 Major Projects Related to eGovernance Development The following table provides a list of major projects within public administration, funding agencies, beneficiaries, basic contact information and responsible persons.

168

Part III:

Project Title

Country ICT Profiles

Contact Information

Status

DFID, The Ministry of Finance Mrs Ani Dasho www.minfin.gov.al

Completed

Management of Human Resources by the Department of Public administration(Hrms)

World Bank, The Department of Public Administration Ministry of Public Order Mr Altin Sallaku www.moi.gov.al

Completed

eSchool Project

World Bank, UNDP, Ministry of Education and Science (www.mash.gov.al) (www.eschools.org.al)

Completed

Government Electronic Network

EU, UNDP Mr Sokol Haxhiu www.govnet.undp.org.al

Completed

Electronic System of the Ministry of Justice that Enables Court related Background Checks for the Citizens (semD).

Ministry of Justice Mr Zamir Hoxha www.justice.gov.al

Completed

TIMS Project

USA, EU, Mr Steve Cristina Tirana.usembassy.gov

Completed

eHealth

World Bank www.worldbank.org.al

Ongoing

ASYCUDA

European Commission Delegation Fisnik Kruja www.delalb.ec.europa.eu

Completed

Albanian Government Ministry of Public Order Mr Endri Raco www.moi.gov.al

Completed

Public Procurement Agency www.app.gov.al

Completed

World Bank, Ministry of Finance Mrs Ani Dasho www.minfin.gov.al

Completed

Medium-term Budgetary Planning

Identity Cards and Electronic Passports

eProcurement

eTreasury

169

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Project Title

Contact Information

Status

The National Centre for Registration Mr Tom Kola www.qkr.gov.al

Ongoing

eLicense

The National Licensing Agency www.qkl.gov.al

Ongoing

eTax

Ministry of Finance www.minfin.gov.al

Completed

DMFAS (debt management)

UNCTAD, World Bank and the Ministry of Finance

One-stop-shop

eAccounting

UNDP and the Ministry of Finance www.eaccounting.undp.org.al

Completed

Table 14: Major projects in public administration in Albania

19.8 Active Donors in the Area of eGovernance and ICT

that a new state agency will manage public funds for research as opposed to the ministries.

Active donors: 19.9 Important Events Related • Ministry of Education and Science; to eGovernance • other ministries have funded different projects with important components on ICT; Organisational events: • The European Commission research and devel• the creation of the National Agency for opment programmes (FP7, TEMPUS, etc); Information Society in 2007. • The European Commission Delegation; • The United Nations Development Programme; Preparation of strategic documents: • The World Bank; • drafting of the National ICT Strategy from 2007 • USAID; until its approval in 2009; • The Italian Cooperation Office. • drafting of the Strategy for Research and Technological Innovation; • the Cross Cutting Strategy 2008-2013. It is based Through implementation of the new Strategy for on European best practice and at the same Research and Technological Innovation it is expected 170

Part III:

Country ICT Profiles

time takes into account the specific features of Bosnia and Herzegovina the Albanian society and economy. The main priority areas are infrastructure, eGovernment and public services, education and knowledge, 20.1 Legal Infrastructure eBusiness and the legal framework. An action The course of strategic development related to the plan has been attached to the Strategy. information society in Bosnia and Herzegovina has been directed by three key strategic documents, The passing of several laws by the Parliament: adopted by the Council of Ministers of BiH during its • Law No. 9723 on the National Centre for 69th session in November 2004: Policy, Strategy and Registration; the Action Plan for Information Society Development • Law No. 9880 on the electronic signature; in BiH.145 These three documents contain the main • Law No. 9859 on cybercrime; guidelines and principles, strategy and mechanisms, • Law No. 9887 on the protection of personal defined priorities and activities for the sustainable and data; continuous development of Bosnia and Herzegovina • Law No. 9918 on electronic communications as a society based on knowledge and the intensive in the Republic of Albania; use of information and communications technology. • Law No. 10128 on eCommerce. • The “Policy of Information Society Development Conferences and other: in Bosnia and Herzegovina” presented a • First Albanian Telecommunications Forum, framework document on the basis of which November 2009; laws, regulations and other bylaws were passed • National Conference on Information Society, for the process of developing and building an 20th November 2008; information society. The Policy defined and • Workshop on eGovernance organised by NAIS created the preconditions for preparation of a with World Bank; development strategy for information society. • Conference on the new policy paper on • The “Strategy of Information Society electronic communications 16th February 2010 Development in BiH” focused on five (Ministry of State for Reforms and Relations development pillars: with Parliament); • legal infrastructure; • Four TAIEX workshops held in March 2009; • eEducation; • Workshop on eGovernance in cooperation with • eGovernance; the INA Academy and CeGD in April 2009; • ICT infrastructure; • Different activites by AKEP on the electronic Full text of documents can be downloaded from: http://www.is.gov.ba/index.php?option=com_ communications regulatory package. content&task=view&id=27&Itemid=54 145

171

eGovernance and ICT Usage Report for South East Europe - 2nd Edition • ICT industry. • To direct the implementation of the Strategy, an appropriate action plan was prepared: “Action Plan for Information Society Development in BiH”. The Action Plan constituted a platform upon which the Strategy was to be implemented. In its content the Action Plan defined programmes, projects and initiatives that were considered to be of such importance for the development of an information society that the direct support of the Council of Ministers and entity governments was proposed for them. • The actions were divided into the following: • strategic multidisciplinary programmes considered as essential to the development of an information society; • development programmes established to strengthen and develop certain ICT segments (education, infrastructure, etc); • development projects directed at the achievement of specific goals or products, but of wider importance for the informatisation of society (e.g., establishment of electronic ID cards, digitalisation of content and the like); • pilot projects intended for the implementation of concrete and specific solutions, but aimed to accept some solutions through evolutionary development (e.g., the experimental introduction of electronically supported education, etc).

of Information Society Development in Bosnia and Herzegovina”. It is divided in three groups of activities, as follows: • legislation for eBusiness; • legislation for eEducation and eGovernance; • legislation for the ICT infrastructure and the ICT industry.

Development of the legal infrastructure for the development of an information society was not done in accordance with the plan during the previous 5 years. This situation is not surprising if you keep in mind the complex constitutional structure of Bosnia and Herzegovina and the fact that agreements at the state level regarding jurisdiction in relation to the lower levels of government are still ongoing. Among the 26 defined laws and regulations pertaining to the Action Plan only a relatively small number of new laws have been adopted, although most of them have been drawn up. The worst situation exists in the field of education where, except for a few umbrella solutions, there has been no major step forward. However, some progress was noticed in the adoption of crucial legislation. • Telecommunications Development Policy, adopted at state level. Also, the Law on Electronic Communications was approved in November 2002. • Law on Electronic Business of BiH and an eBusiness Law at the RS level have been adopted. • Law on Electronic Signature of BiH and the Law on Electronic Signature at the RS level were The legal infrastructure represents the first section of the Action Plan for the implementation of the “Strategy adopted in 2006. 172

Part III:

•

Country ICT Profiles

The Law on the Certification Authority of BiH; however, will not come into effect, but rather it will be drawn up in the form of separate regulations. The regulations listed below have been prepared and it is expected that they will soon be adopted. • Regulation of measures and procedures for the use and protection of electronic signature and advanced electronic signature, the means of creating electronic signature and advanced electronic signature, a certification system and mandatory insurance for the service providers that issue qualified certificates. • Regulation of technical rules and conditions for connecting systems for certifying electronic signature. • Regulation of the registration of service providers that issue qualified certificates for electronic signature certification. • Regulation of records kept by service providers certifying electronic signatures. • The Law on Electronic Documents has been adopted at the RS level, but not at the state level. • Software Policy at the state level has been adopted by the Council of Ministers of BiH, but it requires 10 supplemental documents (such as, an interoperability framework and instruction on eAdministration) that are still in the preparation phase.

It is important to mention that many laws and regulations that existed at the time of the adoption of the Action Plan require changes and/or supplements in order to make them more adaptable to the ICT sector and the ICT industry in BiH, for example: • Law Establishing the Institute for Standards, Metrology and Intellectual Property of BiH (Official Gazette of BiH, No. 19/01); • Law on the Standardisation of BiH (Official Gazette of BiH, No. 19/01); • Law on Freedom of Access to Information in BiH (Official Gazette of BiH, No. 28/00); • Law on Copyright and Related Rights in BiH (Official Gazette of BiH, No. 7/02); • Law on Industrial Property in BiH (Official Gazette of BiH, No. 3/02); • Law on Consumer Protection in BiH (Official Gazette of BiH, No. 17/02). It should be noted that there have been activities regarding such legal harmonisation aimed at fostering an information society and ICT industry development in BiH.

20.2

Recent research146 has shown that the level of implementation of the reforms, programmes and projects envisaged under the adopted information society Strategy and Action Plan has only reached 50% over the last 5 years. Being aware of the reality 146

173

Institutional Framework

The UNDP BiH “eReadiness Report 2009”, to be published in 2010.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition and complexity of BiH government authorities at all levels does not mean that accountability should be avoided, as there is simply no excuse for the failure to implement a large number of the priorities. The major reason for this can be attributed to the failure to establish or the nonexistence of a national agency for information society. Recently, the Law on the Agency for Information Society of BiH was suspended under parliamentary procedure for the second time: this time in the House of the Peoples. It remains uncertain when Bosnia and Herzegovina will have a single body for the development and promotion of an information society. It is not necessary to mention the fact that this has been an obligation of the Council of Ministers since 2002, when Bosnia and Herzegovina signed the regional programme “eAgenda for South East Europe”. BiH is the only country in Europe without either a national agency or a particular ministry that is tasked with the development of an information society and the promotion of ICT usage in society. Naturally, this lack of coordination by the State has not only led to a lower level of implementation in this part of the plan but also within the entire Action Plan. Ultimately this has led to technically worse, more expensive and often completely uncoordinated IT-based activities throughout BiH. The consequence of all of this has been the frequent waste of scarce funds and the unnecessary duplication of activities.

• •

• • • • • • • •

entity governments and the Government of Brcko District; Ministry of Communications and Transport of BiH and the corresponding ministries at the entity level; Ministry of Civil Affairs of BiH and the ministries of education at the entity and cantonal level; The Office of the Public Administration Reform Coordinator for BiH; The Communications Regulatory Agency of BiH; The Identification Documents, Data Exchange and Evidence Agency of BiH; The Directorate for European Integration of BiH; The Information Society Agency of Republika Srpska; The Federal Development Planning Institute; The Gender Equality Agency of BiH.

20.3 Accessibility

The basic indicators related to accessibility for Bosnia and Herzegovina are shown below. • Internet penetration: 37%.147 • Type of Internet connection: 148 • dial-up & ISDN 26.85% • broadband (ADSL, cable, wireless) 73.15% • Penetration of telecommunications networks: • fixed 24.66% • mobile 99% With the absence of a central coordination body many • Mobile network territorial coverage: 87% other institutions, within their jurisdiction, deal with • Percentage of households that possess a information society development issues: • Council of Ministries of BiH; 147 148

174

Source: CRA data for 2009 Source: Annual survey of holders of CRA licenses for provision of Internet services in BH in 2008

Part III:

Country ICT Profiles

computer: 51%149 • Internet penetration in households: 60%150 • Percentage of companies with Internet connection: 30%151 The following text provides more detailed information on the landline and mobile network telephone infrastructure and usage in Bosnia and Herzegovina. The major sources of information were: Chart 16: Number of subscriber lines of the land telephone • Communications Regulatory Agency of network in BiH Bosnia and Herzegovina (annual lists of The main characteristics of the telecommunications telecommunications/ICT);152 networks in Bosnia and Herzegovina for 2007, 2008 • the UNDP eReadiness Report 2009.153 and partially for 2009 are shown in the table below. This table presents various indicators and shows a According to the number of licenses granted by the slight level of progress within indicated segments. Communications Regulatory Agency there are three It is important to point out that this slight progress landline telephony public operators active within the is a good indicator of constant progress within territory of both entities of Bosnia and Herzegovina. the telecommunications market in Bosnia and Two of them, BH Telecom and HT Mostar, operate in the Herzegovina. However, the same indicators in the EU Federation of BiH, while Telekom Srpske operates in Member States are much higher. Republika Srpska. As shown in the following Chart, As an example, the achieved penetration rate of there was an increase in the total number of operative 24.66% for landline telephony in BiH is much lower land telephone lines between 2001 and 2007 and a when compared with the average penetration rate in decreasing trend thereafter, while the total number of the EU-25, which at that time amounted to around land telephone lines represents the sum of analogue 45%. and ISDN (Integrated Services Digital Network) lines.

149 150 151 152

153

Source: The UNDP eReadiness Report 2009, to be published in 2010 Source: The UNDP eReadiness Report 2009, to be published in 2010 Source: Survey on Internet usage in BH, GfK, 2009 Communications Regulatory Agency,Telecommunications/ICT Indicators for 2005,Telecommunications/ ICT Indicators for 2006, Telecommunications/ICT Indicators for 2007, Telecommunications/ICT Indicators for 2008. March 31, 2009 The UNDP eReadiness Report 2009, to be published in 2010

175

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Landline network 1.

Main telephone lines in operation (analogue and ISDN channels)

Number of telephone connections per 100 inhabitants

2007

2008

2009

Difference 2008-2009

1,022,475

1,031,355

947,626

83,729 ↓

26.41 %

26.8 %

24.66 %

2.14% ↓

Number of ISDN lines (expressed in B channels)

79,878

83,666

80.272

3,394 ↓

Percentage of telephone faults cleared by the next working day

73.52%

88%

86.39%

1.61% ↓

Local telephone traffic – traffic within the same network group (minutes)

1,834,833.586

1,705,903,049 1,816,399,794

110,496,745 ↑

National trunk telephone traffic (minutes)

223,480,639

254,089,237

265,426,674

11,337,473 ↑

Table 15: Main characteristics of the land telephone network in BiH

The liberalisation of the telecommunications market the total number of the mobile telephony subscribers in Bosnia and Herzegovina in 2007 resulted in the exceeds two thirds of the population of Bosnia and emergence of new and alternative landline telephone Herzegovina, as shown on the Chart below. network operators: a total of 9 license holder operators for the provision of public landline telephone services up until 31 December 2009. Alternative operators in Bosnia and Herzegovina exist in both entities with seven operators in the Federation of Bosnia and Herzegovina and six in Republika Srpska. It is also important to mention that the emergence of these new alternative operators increased market competition for telecommunications services, which up until then had been monopolised by the dominant operators. Chart 17: Number of mobile subscribers and approximate One rather important indicator of development and population of Bosnia and Herzegovina competitiveness in the mobile market is the fact that 176

Part III:

Country ICT Profiles

The main characteristics of the mobile telephone network in Bosnia and Herzegovina are shown in the table below. Mobile telephone network

2007

2008

Difference 2008-2009

2009

Total mobile telephone subscribers

2,450,425

2,958,130

3,192,064

233,934 ↑

Number of pre-paid subscribers

2,187,274

2,634,904

2,819,714

184,810 ↑

Percentage coverage of mobile network – population coverage by GSM network

99%

Number of outgoing mobile minutes within the same network

649,759,789

1,225,284,599

1,452,263,885

226,979,286 ↑

Number of outgoing mobile minutes to other mobile networks in BiH

86,100,270

124,864,937

N/A

38,764,667

Number of sent SMS

1,380,297,232

1,857,684,432

2,038,659,771

180,975,339 ↑

Number of sent MMS

2,610,984

4,722,347

5,720,056

997,709 ↑

Table 16: Main characteristics of the mobile telephone network in BiH

Assuming that the population of Bosnia and Herzegovina is 3,842,566154, then it can be seen that the penetration level (number of mobile subscribers per 100 inhabitants) for mobile telephony in BiH was 83.08% at the end of 2009.

Chart 18: Mobile telephony penetration in BiH 2004-2009 154

Estimate by the BiH Statistics Agency in June 2009

177

When it comes to landline and mobile communications, the information presented above evidently shows a continuing trend and enormous growth in the number of mobile network subscribers in relation to landline network subscribers. This is a characteristic of the entire European telecommunications network market. As the estimation for 2010, the percentage of coverage of the mobile network area, by population has increased steadily and reached over 99% coverage, while the coverage of the mobile network area by land is estimated at 87%, on average.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Institutions at the State, Entity and Cantonal Level At the state, entity and cantonal level a total of 8,634 employees, out of the 9,018 that participated in an The major indicators related to the Utilisation of ICT analysis conducted by the UNDP in 2009157, reported in public administration in Bosnia and Herzegovina the use of computers in their daily duties and tasks, are shown below.155 which amounts to 95.74%. Unfortunately, the research • Usage of computers by government officials/ neither shows the quality of the equipment (both public servants in their daily duties: 95.75%. hardware and software) nor the sophistication of • Number of officials who have at least e-mail usage. access and use it as a communications tool: 8,634. • Percentage of central level government institutions that use some networking services (resource sharing, e-mail, etc): 75%. • Percentage of central level government institutions that are connected to the Internet: 100%.156 • Percentage of local administration that uses some networking services (resource sharing, e-mail, etc): 72%. • Percentage of local administration connected Chart 19: Percentage of government employees using a to the Internet: virtually 100%. personal computer in BiH • Percentage of officials that use public e-mail addresses: 86%. Another parameter that has improved over recent • Investment by government institutions in ICT years is the presence of local area networks i.e., solutions (hardware, software and services): connection of personal computers into a network • 2,951,652 Euros (hardware); within an institution: 86.46% compared to 70% in • 1,509,156 Euros (software); 2005. This is very important as it is a basic prerequisite • 1,283,351 Euros (services). for electronic information exchange in the daily work

20.4 Utilisation of ICT in public administration

of government employees. Unfortunately, again the The text that follows provides more detail on the research does not show the quality of service of these utilisation of ICT in public administration in Bosnia networks or the functionality they offer. and Herzegovina. 155 156

For most of the data, the source is: The UNDP eReadiness Report 2009, to be published in 2010 Source: The General Secretary of Council of Ministries of BH

178

157

The UNDP eReadiness Report 2009, to be published in 2010

Part III:

Country ICT Profiles

Chart 20: Percentage of government institutions connected by LAN in BiH

Perhaps the most important aspect for the development of an information society within government institutions throughout BiH is the planned level of investment for the development and usage of information and communications technology. Through the conducted analysis, one can note that in 2007 6,230,245 BAM was invested in hardware, whereas in 2008 the figure decreased to 5,772,931 BAM (since the research was conducted in 2008 this number includes both actual and projected costs). However, when it came to investment in the software industry the amount almost doubled in 2008: in 2007 institutions reported a total of 2,136,691 BAM, but in 2008 investment reached 4,002,905 BAM. Interestingly, investment in services rose to 3,102,633 BAM in 2007, yet decreased to 2,510,018 BAM in 2008. At this stage it is critical that government institutions, at all levels, continue their investment in ICT and continue to use a common infrastructure in order to enhance communications between themselves as well as with citizens.

179

Institutions at the Municipal Level The best and virtually the only source of information related to ICT utilisation at the local governance level is the UNDP eReadiness Report 2009. The primary research included 114 geographically diverse municipalities selected from within both entities and Brcko District. According to the results, on average a municipality had 123.5 employees of which 72 (or 58%) work on a personal computer. This cannot be accepted as a satisfactory result in any regard, although municipalities have generally made progress in terms of electronic readiness: the 2005 report showed that 42% of employees in local government had access to computers in their daily work. Regarding the connection of those computers into a single network (LAN), 72% reported LAN connections and this in itself is probably one of the greatest improvements being made in this sector: the 2005 report indicated that only 38% of municipalities had local area networks. A somewhat better situation exists in the FBiH where 82% of computers are connected via LAN. Furthermore, only 86% of employees reported having a personal e-mail address. Although some may consider this figure to be high it can only be read as a positive result when compared to the number of personal computers: the number of employees that reported an official e-mail address exceeded the number of computers at work. The research also covered the number of municipalities that had their own webpage and here we can also see a dramatic improvement over three years. In 2005 it was reported that 62% of them had webpages, whereas the 2008 report shows that 91% of municipalities reported

eGovernance and ICT Usage Report for South East Europe - 2nd Edition an official webpage. In regard to connection type, Register of Citizenship, Land Register/Cadastre and most of them (68% in fact) had an ADSL connection. the Register for Social Benefits Eligibility. The results show that 76% of RS and 92% of FBiH municipalities own such software for the Register of Births (on average 85% of BiH municipalities). Moreover, 74% of RS and 89% of FBiH municipalities own software for the Register of Marriages (on average 82.5% of BiH municipalities). The research showed the same results for the Register of Citizenship as for the Register of Marriages. Only 16% of RS municipalities reported Chart 21: Types of Internet connection â&#x20AC;&#x201C; municipalities in BiH possessing specialist software for the Land Register/ Cadastre, whereas in FBiH municipalities the response When it comes to municipal investment in information was 80%, which gives an average of 52% at the BiH and communications technology the research shows level. Finally, 18% of RS municipalities own software that in 2008 BiH municipalities invested, on average, for social benefits, in comparison with 31% in the FBiH, 61,860 BAM in this sector, while projected investment which is an average of only 26% at the national level. in ICT for 2009 reached 76,240 BAM. However, one can best put the above charts into perspective when they are compared to the total municipal budget. The average reported municipal budget in BiH for 2008 came to 10,616,375 BAM, while the projected average budget for a BiH municipality in 2009 was only a fraction less amounting to 10,147,707 BAM. Out of the total ICT investment for 2008 a municipality on average invested 30,871 BAM in hardware, 20,714 BAM in software and about 8,000 BAM in services. It is important to mention that both entities invested Chart 22: Presence of special-purpose software in BiH municipalities much less than Brcko District, where the reported level of investment even reached up to four times Primary research into the response times for that of the entities. institutions responding to e-mail queries made by The UNDP eReadiness 2009 research also included citizens was performed in January 2010. The same questions on the existence of special-purpose software e-mail was sent to 254 addresses and the overview for the Register of Births, Register of Marriages, of the results is provided in the table below. 180

Part III:

Country ICT Profiles

Sent

254

Undeliverable (due to full inbox, firewall protection or unknown reason)

Valid sample of e-mails sent

219

Total number of responses

106

Total percentage of responses

48.40

Responded in one day (%)

84.90

Responded in two days (%)

11.32

Responded in three days (%)

1.88

Responded in four days (%)

0.94

Responded in ten days (%)

0.94

Table 17: Response time for electronic mail of public administration in BiH

20.5 Utilisation of ICT within education •

The major indicators related to the utilisation of ICT within education in Bosnia and Herzegovina are listed below.158 • Percentage and type of Internet access in schools: • total 84% • dial-up 38.6% • ISDN 32.6% • ADSL 23.6% • other 5% • Structure and capacity of national academic network: the national academic network (BI-

•

• 158

Again, for most of the data, the source is the comprehensive primary research: The UNDP eReadiness Report 2009, to be published in 2010

181

159

HARNET) has been formally established, but is not yet in function. Number of pupils per computer in primary and secondary schools: 35 in primary and 16 in secondary schools. Frequency of using e-mail/Internet by pupils: this indicator is not available, but the fact that 60% of the category population (pupils, students, managers and experts) use the Internet on a daily basis provides some form of estimate.159 Number of students per computer in universities: 15; however, if the number of computers available to teachers, but not to students, is excluded then the rate transforms to the more realistic figure of 35. Percentage of male and female students using

Source: Survey on Internet usage in BH, GfK, 2009

eGovernance and ICT Usage Report for South East Europe - 2nd Edition computers at university: this indicator is not available, but the fact 38% of the male and 33% of the female population (not exclusively students) use the Internet, provides some form of estimate.160 The text that follows provides more detail on the utilisation of ICT within education in Bosnia and Herzegovina. One of the basic indicators of ICT usage within educational institutions is the number of pupils/ students per computer. In comparison with data from 2005 a significant improvement can be noticed within schools in terms of the improved pupils per computer ratio: from 57 to 26. As expected, the situation in secondary schools is better than that of primary schools: 16 compared to 35.

Chart 23: Number of pupils/students per computer in BiH161 * source: steps.eun.org ** source: http://resources.eun.org/insight/BESA_ICT2009_Summary.pdf

Despite the significant improvement over the past 160 161

Source: Survey on Internet usage in BH, GfK, 2009 * Source: Statistics Norway, http://www.ssb.no/en/utgrs/arkiv/tab-2008-12-19-07-en.html ** Source: ICT Provision & Use in 2008/09, BESA, REF/C3-ICT-112008

182

three years the situation cannot be considered as satisfactory, because 26 pupils/students per computer actually means that “one class has one computer”, which certainly does not satisfy the needs. (As an illustration only, the chart above shows the same 2009 indicators for the EU and Great Britain). This indicator improves at the university level (on average 15 students per computer), although this number varies substantially from university to university and from faculty to faculty. Detailed analysis at the University of Sarajevo also showed that this indicator may vary substantially from faculty to faculty. However, this analysis should be approached with caution because, an estimation of whether this indicator satisfies the needs of a faculty also depends substantially on other factors: the dominant structure of the teaching process (whether it is “computer intensive”, such as at the Faculty of Electrical Engineering, or not) and the manner in which teaching is conducted (regular, specially scheduled, in-class or distance learning).

Part III:

Faculty

Country ICT Profiles

Students A

Faculty of Architecture

Academic staff

Students/ computer B/D

Computers D

Students only/ computer B/(D-C)

643

100

6.4

12.6

Faculty of Economics

7,000

200

350

20.0

46.7

Faculty of Electrical Engineering

1,240

250

5.0

6.4

Faculty of Political Science

4,930

53.0

176.1

980

100

9.8

23.3

3,500

220

170

20.6

70.0

730

120

6.1

10.7

Faculty of Medicine

1,372

326

137

10.0

-7.3

Faculty of Law

4,246

128

33.2

42.9

6,80

7.6

9.7

Faculty of Forestry

750

8.1

9.9

Faculty of Veterinarian Science

587

150

3.9

7.6

1,500

41.7

57.7

810

13.5

23.8

Faculty of Traffic and Communications Faculty of Philosophy Faculty of Civil Engineering

Faculty of Stomatology

Faculty of Health Studies Faculty of Sport and Physical Education

Table 18: The actual number of students per computer at the surveyed faculties of the University of Sarajevo

Here it is important to analyse another important factor computers, from within the total number recorded at separately: the number of professors in ratio to the a particular faculty, are allocated to academic staff number of computers. Namely, a certain number of and thus the students do not have access to them. It 183

eGovernance and ICT Usage Report for South East Europe - 2nd Edition is almost a rule that each professor has a computer and this significantly reduces the actual number of computers directly available to students. If we assume that each academic member of staff has a computer we obtain a completely different picture. Namely, when the number of academic staff computers is deducted from the total number of computers then the number of students per computer increases significantly. Drastic relative worsening exists at some faculties, such as the Faculty of Political Science, the Faculty of Traffic and Communications, and the Faculty of Economics; some faculties even indicated negative values (Faculty of Philosophy and the Faculty of Medicine), which means that it is not even possible for each academic staff member to have a computer. Therefore there is probably no point in discussing whether the number of computers directly available to students is adequate. The actual situation is probably somewhere between these two indicators; however it is more likely that it is closer to the number of computers actually available to students (excluding the computers used by academic staff). Such an analysis reveals a completely unsatisfactory situation at most of the faculties, at least at the University of Sarajevo which was analysed in more detail. It is fair to assume that a similar situation exists at other universities. What is encouraging in this analysis is the fact that the percentage of schools (primary and secondary) with a computer classroom/lab has increased from 64% in 2005 to 80% of the sample analysed in 2009, as well as the fact that almost all such classrooms are connected to the Internet. Even if a school does not 184

possess an appropriate number of computers (in ratio to the number of pupils) if it has an Internet-connected computer classroom a high level of pupil access to computers and the Internet may be achieved through optimised usage. Nowadays Internet access at universities is almost 100% and may be considered as standard, yet the â&#x20AC;&#x153;painfulâ&#x20AC;? fact that we are the only European country without an academic network persists. The percentage of schools with Internet access has increased from 43% in 2005 to 84% in 2008; however, by analysing the type of Internet connection in schools we observed the persistent domination of dial-up and ISDN access. Access speed is only one connotation of this fact; it is actually an indication that there has been no systematic approach towards dealing with Internet access in schools and that schools have been left to resolve this problem individually.

Chart 24: Type of Internet access in schools in BIH

This assertion also holds as a kind of general assessment within the education sector. It may be said that there was visible progress during the period 2005-2008; however, this was more the result of

Part III:

Country ICT Profiles

totally individual efforts by institutions and a general improvement in the use of ICT in society as opposed to being the result of systematic government action in support of schools and universities.

20.6 Know-how and human resources Coverage of ICT related subjects within curricula in primary and secondary schools is described below. â&#x20AC;˘ Training units from the 5th to 9th grades of primary school are basic informatics, editing text, usage of drawing programmes, Internet usage; programming basics, computer architecture and the basics of operating systems. â&#x20AC;˘ The duration and type of ICT training units in secondary schools very much depend on the (professional) type of the school. No data sources were needed to calculate of percentage of officials trained in the use of ICT. One of the rare reports on this issue is the Report on Training Attendance of Civil Servants for 2009 (The Civil Service Agency of BiH), which provides the information that 294 civil servants at state level institutions have completed basic training in the use of ICT (Word, Excel, PowerPoint, Outlook and Access).

185

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 20.6.1 Institutions Related to eGovernance Development Institution

Postal address

Telephone

Web address

Ministry of Communications and Transport of BiH

Trg Bosna i Herzegovine 1, Sarajevo

+387 33 284 758

www.mkt.gov.ba

Ministry of Civil Affairs of BiH

Trg Bosna i Herzegovine 1, Sarajevo

+387 33 492 532

www.mcp.gov.ba

The Identification Documents, Data Exchange and Evidence Agency of BiH

Miše Stupara 38, Banja Luka

+387 51 340 170

www.iddeea.gov.ba

The Directorate for European Integration of BiH

Trg Bosna i Herzegovine 1, Sarajevo

+387 33 703 153

www.dei.gov.ba

The Gender Equality Agency of BiH

Kulovića 4, Sarajevo

+387 33 209 761

www.arsbih.gov.ba

The Communications Regulatory Agency of BiH

Mehmeda Spahe 1, Sarajevo

+387 33 250 600

www.cra.ba

The Information Technology Agency of BiH (BAIT)

Marka Marulića 2, Sarajevo

+387 33 719 025

www.bait.org.ba

Ministry of Communications and Transport of Republika Srpska (RS)

Trg Republika Srpska 1, Banja Luka

+387 51 339 404

www.vladars.net

Ministry of Education and Culture of RS

Trg Republika Srpska 1, Banja Luka

+387 51 338 474

www.vladars.net

Ministry of Science and Technology of RS

Trg Republika Srpska 1, Banja Luka

www.vladars.net

The Information Society Agency of RS

Bulevar Ž.Mišića 15b, Banja Luka

+387 51 347 830

www.aidrs.org

Ministry of Communications and Transport of the Federation of BiH (FBiH)

Braće Fejića bb, Mostar

+387 36 550-025

www.fmpik.gov.ba

Ministry of Education and Science of the FBiH

Stjepana Radića 33, Mostar

+387 36 355-700

www.fmon.gov.ba

186

Part III:

Country ICT Profiles

Institution

Postal address

Telephone

Web address

The Development Planning Institute of the FBiH

Alipašina 41, Sarajevo

+387 33 667 272

www.fzzpr.gov.ba

Universities in BiH

Sarajevo

Obala Kulina Bana 7

+ 387 33 663 392

www.unsa.ba

Banja Luka

Bul. Petra Bojovića 1a

+ 387 51 312 112

www.unibl.org

Mostar

Trg Hrvatskih Velikana 1

+ 387 36 310 778

www.sve-mo.ba

Mostar (Dzemal Bijedić University)

Univerzitetski kampus

+ 387 36 570 727

www.unmo.ba

Tuzla

M. Fizovića Fiska 6

+ 387 35 300 500

www.untz.ba

Bihać

Kulina Bana 2/II

+ 387 37 222 022

www.unbi.ba

Zenica

Fakultetska 3

+ 387 32 444 420

www.unze.ba

Istočno (East) Sarajevo

Vuka Karadžića 30

+ 387 57 340 464

www.unssa.rs.ba

Table 19: Institutions Related to eGovernance Development in BiH

187

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 20.6.2 Major Providers of eGovernance Solutions Provider

Postal address

Telephone

Web address

Ownership structure

BH Telecom

Obala Kulina Bana 8, Sarajevo

+387 33 232 651

www.bhtelecom.ba

public/ private

Telecom RS

Vuka Karadžića 6, Banja Luka

+387 51 240 100

www.mtel.ba

public/ private

HT Eronet

Kralja Tvrtka 18, Mostar

+387 36 336 600

www.hteronet.ba

public/ private

Logosoft

Igmanska 9, Sarajevo

+387 33 931-999

www.lol.ba

private

Quality Software Solutions (QSS)

Dejzina Bikića bb, Sarajevo

+387 33 563 000

www.qss.ba

private

Lanaco Information Technologies

Knjaza Miloša 15, Banja Luka

+387 51 335 500

www.lanaco.com

private

Ping

Jukićeva 36, Sarajevo

+387 33 262 650

www.ping.ba

private

Optima

Kralja Tvrtka 18, Mostar

+387 36 318 674

www.optima.ba

private

Oracle

Fra Anđela Zvizdovića 1, Sarajevo

+381 33 958 958

www.oracle.com/global/ba

private

Microsoft BiH

Fra Anđela Zvizdovića 1, Sarajevo

+387 33 296 710

www.microsoft.com/bih

private

Table 20: Major Providers of eGovernance Solutions in BiH

188

Part III:

Country ICT Profiles

20.7 Major Projects Related to eGovernance Development Project

Status

Responsible person(s)

Institution/Organisation/ Implementer

eGovernment for the Council of Ministers of BiH - Phase I

completed

Tarik Zaimović, Zlatan Šabić, Merima Avdagić

CoM, EC and UNDP

Grants Resources Management System (GRMS)

completed

Tarik Zaimović, Merima Avdagić

Ministry of Finance of BiH, EC and UNDP

Supply of Equipment for eGovernment

completed

Dženita Polić

CoM and the EC

Human Resource Management Information System, BiH (HRMIS)

completed

Jeroen Willems, Kemal Bajramović

EC and the European Consultants Organisation (SPRL)

Support to the Civil Service Agencies in the Development and Implementation of HRMIS – Phase II

completed

Irena Šotra, Kemal Bajramović

EC, civil service agencies in BiH and Technologica

eLegislation Reform Project

completed

Tarik Zaimović, Fuad Čurčić

UNDP and the Public Institution Centre for Judicial and Prosecutorial Training of FBiH

Legislation Database Project

completed

Tarik Zaimović, Zlatan Šabić

UNDP, EC and the Office of the Public Administration Reform Coordinator

UNDP support to regional e-SEE Initiative: e-SEE Secretariat, e-Leadership Programme for the Western Balkans

ongoing

Nera Nazečić Klelija Balta

UNDP; Regional Cooperation Council

Development of an Information System for Public Procurement Notices (GO-PROCURE)

ongoing

Irena Šotra

EC and SRC d.o.o. (Ltd)

Governance Accountability Project (GAP 1)

completed

Kasey Vannett, Mario Vignjević

USAID, Sida and Development Alternatives Inc.

Governance Accountability Project (GAP 2)

ongoing

Kasey Vannett, Mario Vignjević

USAID, Sida, the Embassy of the Netherlands and Chemonics International

Table 21: Major Projects Related to eGovernance Development in BiH

189

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 20.8 Active Donors in the Area of eGovernance and ICT The most active donors in the area of eGovernance and ICT in Bosnia and Herzegovina are: • Delegation of the European Commission to BH; • USAID; • Sida; • Embassy of the Netherlands; • UNDP; • Government of Italy- Italian Development Cooperation.

20.9

Important Events Related to eGovernance

Event

Purpose/Outcome

Date

Adoption of policy on Software.

Identification of basic documents related to eGovernance, such as Interoperability frameworks in the institutions of BiH.

September 2007

Establishment of a Working Group for Drafting Documents within Software Policy in the Institutions of BiH.

Drafting supplementary documents of software policy.

July 2009

South Eastern Europe Ministerial Conference on Information Society Development and the Third Information Society Conference: “eGovernment and Public Administration Reform”.

Signing of the eSEE Agenda Plus document.

October 2007

A meeting of the Programme Advisory Committee of the Centre for eGovernance Development.

Conference on eSecurity within the Context of eGovernance, eSecurity and the training seminar: “Seminars for eGovernance Development”.

October 2008

Innovation Forum.

Conference on ICT innovations and applicability in BiH.

May 2009

Establishment of the Information Society Agency of Republika Srpska.

Monitoring and developing the information society.

December 2007

Table 22: Important Events Related to eGovernance in BiH

190

Part III:

Country ICT Profiles

Croatia

21.1 Legal Infrastructure The legislation related to information society developments is rooted in the strategic documents, as well as in the programme of work of the current Government of the Republic of Croatia during its term of office (2009 - 2011). The key strategic documents are listed below. • The Strategic Development Framework 20062013 is a national development strategy that defines the overall development framework and outlines policy measures. • The Regional Competitiveness Operational Programme 2007-2009serves as a basis for using EU pre-accession assistance for the purpose of achieving the strategic priority of promoting social and economic cohesion. One of the operations within this programme is the eBusiness Competitiveness Improvement Programme, which seeks to increase the capacity for the effective delivery of eBusiness quality advice, ICT and entrepreneurial support services to SMEs in general. • The Strategy of eBusiness Development 20072010 aims to develop the prerequisites for the widespread implementation of eBusiness in order to increase the competitiveness of the economy and the efficiency of the public sector. • The Strategy of Transfer from Analogue to Digital Television Broadcasting aims to achieve the complete transfer from analogue to digital television by the end of 2010. 191

• The Electronic Government Strategy of the Republic of Croatia for the Period 2009-2012 aims to determine the framework and goals for existing and new activities of electronic government, emphasising user satisfaction, rationalisation of administrative procedures and the preparation and provision of modern electronic services. • A redefined strategy for the implementation of broadband Internet access is to be developed (the initial strategy covered the period 2006-2008). The implementation of these strategies is coordinated by the Central State Administrative Office for eCroatia, which adopts an annual implementation plan related to eGovernance. The eCroatia Implementation Plan for 2009 provides an update on areas where new legislation has been introduced and includes electronic communications, information society services, information security and the fight against cybercrime, data protection, intellectual property rights and access to information. The eCroatia Implementation Plan for 2009 also defines the reforms for key areas of legislation related to information society development in 2009. These include regulation related to the market for telecom services, information security, eDocuments, eSignature, eCommerce, etc.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Crucial measures in the area of legislative reforms for 2009 included: • drafting the Law on the Enterprise Registry; • amendment of regulations on setting up companies and eSignature; • amendment of regulations on the Craft Registry; • creation of a regulation to enable a coordinated database for all certificates issued by private providers of certification services; • definition of the legal, technical and financial prerequisites for the implementation of an eID Card; • drafting regulation to enable the management of HITRONet (public administration IT network); • drafting an amendment to the Law on the National Classification of Economic Activities (NACE). Policies for eGovernance are designed and implemented in accordance with relevant Croatian laws, including non-discrimination and gender equality.

21.2

Institutional Framework

The Government of the Republic of Croatia is responsible for overall policy making, including the initiation and preparation of strategic documents, laws and regulations related to eGovernance development. The Central State Administrative Office for eCroatia undertakes planning, the coordination of policy measures, the monitoring of policy implementation and reporting to the Government. The Central State Administrative Office for eCroatia defines the annual implementation plan related to eGovernance 192

implementation. The eCroatia Programme Implementation Plan for 2009 defined a total of 191 activities, measures and projects to be implemented by relevant authorities in order to meet the defined objectives. Specific ministries, agencies and the other public bodies are responsible for the design and implementation of policy measures within their specific area of jurisdiction.

21.3 Accessibility Internet penetration Percentage Although research undertaken by the Central Bureau of Statistics demonstrates that 95% of companies have Internet access, actual usage of the Internet by enterprises shows a relative underutilisation of opportunities for ICT in business. In 2009 only 57% of enterprises had their own websites, which shows a 7% reduction in the points share in comparison to 2008. 84% of enterprises use eBanking services, whereas 61% of enterprises take advantage of at least some eGovernance services. A significant increase in the use of the Internet for education and training of employees was recorded: between 2008 and 2009 the proportion of enterprises grew from 18% to 29%. The frequency and volume of eCommerce transactions has also increased. 31% of enterprises buy at least some goods or services over the Internet (9 percentage points more than in 2008), whereas 23% of companies (11 percentage points more than in 2008) sold some of their products over the Internet. Although the share of eCommerce remains low it has been growing strongly, partly through the use

Part III:

Country ICT Profiles

of eCommerce as an additional distribution channel for traditional companies and partly through the emergence of SMEs that predominantly use Internetbased business models and make more than half of their sales through eCommerce. In 2008 eCommerce accounted for 4% of the total turnover of enterprises (the corresponding share in EU27 was 12%).

users of mobile telephony. The density (penetration) of the mobile network in September 2009 was 137.67%. In March 2007 the network density was 102.45% followed by steady growth.

Mobile network territorial coverage (percentage) The networks of all three GSM operators (T-Mobile, Vipnet and Tele 2) cover 99% of the Croatian Type of Internet connections (percentage per type) population. When it comes to 3G Internet the coverage In 2009, 72% (out of the 95% of companies with in EDGE/GPRS technology is broadly similar to the Internet access) had a broadband connection (DSL, GSM coverage, whereas UMTS/HDSPA technologies cable, leased-line), which is 16 percentage points are supported in cities and along the Adriatic coast. less than in 2008. The Central Bureau of Statistics attributes this decline to the increased use of wireless Percentage of households that possess a computer Internet access by small enterprises (40% of small According to the Central Bureau of Statistics, 55% of enterprises use wireless connections). LAN access was households own a computer and 50% have Internet used by 68% of companies, while 38% used WLAN. access. The corresponding figures for 2008 were 53% and 45% respectively. In comparison, 82% of Penetration of the telecommunications networks households own at least one mobile phone.Â (fixed telephony, mobile phones) According to data published by the Croatian Post Internet penetration in households and Electronic Communications Agency (HAKOM), The number of Internet users in Croatia has grown in September the density (penetration) of the fixed from 1.27 million in 2003 to 2.24 million in 2008. telephony network was 41.89%. The network density However, regular and frequent Internet users are showed steady growth up until 2004 (primarily due to largely underrepresented when compared to the the intensive construction of new residential buildings) average situation in the EU27 countries. More than and has remained constant since then. The network half of Croatians (54%) have never used the Internet density in the EU has been in decline and in 2007 it (33% in the EU27). Only 27% of the population use fell below the level in Croatia. It can be expected that the Internet frequently (every day or almost every in the future the network density in Croatia will also day), while 39% of the population use the Internet decline. at least once a week (the corresponding rates for the In September 2009 the Croatian Post and Electronic EU27 are 43% and 56% respectively). These rates are Communications Agency (HAKOM) reported 6.11 million reflected in the take-up of Internet services. Except for 193

eGovernance and ICT Usage Report for South East Europe - 2nd Edition reading on-line newspapers, Croatians perform the reported activities far less than the average in the EU. This is also the case with eGovernment services and especially in regard to use by citizens, where the gap remains very wide.

Percentage of central level government institutions that use some networking service All central level government institutions use e-mail, but the level of use of other networking services remains unknown.

Percentage of companies with Internet connections According to a survey undertaken by the Central Bureau of Statistics in 2009 98% of Croatian companies used computers and 95% had access to the Internet.

Percentage of central level government institutions that are connected to the Internet All central government institutions are connected to the Internet. Although there is no official data on the type of connection, most of them have broadband access. 21.4 Utilisation of ICT in public Percentage of local administrations that uses some administration networking services Usage of computers by government officials/public There is no official data on the usage of networking services by local administrations. Almost all local servants in their everyday work Most government officials and public servants government units at least have access to e-mail. regularly use computers in their everyday work, but the frequency and efficiency of usage is not monitored. Percentage of local administrations that are connected to the Internet The Number of officials who at least have e-mail There is no official data on the usage of the Internet by local administrations. Most of the local access and use it as a communications tool At the central government level almost all officials have government units have some form of access to the e-mail access and use it as a communications tool. Many Internet. Administrations in regional centres most of these addresses are publicly disclosed on the websites often have broadband access, whereas some smaller of relevant public sector organisations. On the other hand, municipalities in rural areas may only have dial-up the frequency of use, the response time and the quality access or no connection at all. of communication with citizens may vary. The use of e-mail by local government officials is likely to be less frequent, although there is no reliable data in this regard. However, official communication between governmental organisations at the central, county and local level still relies on the use of paper documents. 194

Percentage of officials that use public e-mail addresses Primary research was conducted and the research sample included representatives of about 50% of central government institutions and about 10% of local government units for which contact addresses

Part III:

Country ICT Profiles

existed. The sample consisted of 43 (51%) state level addresses and 41 (49%) local administration officialsâ&#x20AC;&#x2122; e-mail addresses. 47 officials (56%) replied to the surveyâ&#x20AC;&#x2122;s e-mail message. 30 officials (36%) received the message but failed to reply, whereas 7 messages (8%) were undeliverable due to errors or exceeded mailbox quotas. This indicates an insufficient level of e-mail communication between public administrations and citizens. Almost half of all officials either do not reply to e-mails or do not maintain valid e-mail addresses.

of one or a few IT persons who oversee the functioning of computers and local networks, address minor malfunctions and plan and process the procurement of hardware, software and IT consumables. More complex IT system maintenance and the implementation of specific projects is likely to be outsourced to external contractors. Only a few institutions had a directorate/ sector in charge of ICT. These were institutions that deal with a large number of clients e.g., the Financial Agency (which provides a variety of services to enterprises and public entities) and the Ministry of Investment by government institutions in ICT solutions Education, Science and Sport (which defines policy (hardware, software and services) in percentage and monitors IT usage in all public education and terms: budget or in Euros research institutions). Public sector investment has provided a major impetus to the ICT sector. Public procurement Response times for institutions responding to e-mail related to ICT solutions is not centrally managed or queries made by citizens monitored and both public officials and ICT solutions Among those that sent a response e-mail were 5 providers recognise the opportunity for more efficient officials (10%) who responded within 12 hours, public procurement in the area of ICT. According to whereas 40 officials (83%) had a response time estimates made by managers at a leading ICT solutions between 12 and 24 hours. Of the remainder, only 2 provider, public investment was reduced in 2009 by additional replies (4%) were received on the second approximately 20%, despite the fact that the level of day and only one other respondent (2%) sent a reply investment is four times lower than that of developed within a week. This indicates that those officials who EU countries. The revision of the central government use their e-mail regularly and check their mailbox budget reduced investment in specific ICT projects frequently tend to respond as soon as possible, (mostly related to eGovernance) by 17.6% (from 116.4 whereas others most often do not reply at all. In the to 95.6 million Euros). In 2008 the budget for such case of more complex and demanding queries the projects was approximately 106 million Euros. response time would have been longer. No significant Position of IT function within institutions The IT function within government institutions tends to be organised through small IT departments consisting 195

differences in response times were found between state and local administrations.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Percentage of male and female students that use computers at university Official data on computer usage shows that 86% of The number of pupils per computer in primary young people (aged 16 - 24 ) use computers. According and secondary schools to the Central Bureau of Statistics, the share of students All primary and secondary schools have classrooms that used computers regularly in 2009 was 92%. As no equipped with computers and Internet access, but the data or research on the gender aspect exists it is not exact number of pupils per computer in primary and possible to define whether there are any differences secondary schools is not available. between male and female students in regard to the regular usage of computers, the level of computing Frequency of use of e-mail/the Internet by pupils skills or the frequency of computer usage. Research published in 2006 indicated that 58% of pupils used the Internet every day. In the meantime, Percentage and type of Internet access in schools this proportion has grown; according to the Central All primary and secondary schools have broadband Bureau of Statistics the share of pupils regularly using Internet access. computers in 2009 was 96%. It is not possible to define whether there are differences between male The structure and capacity of the national and female pupils as no data or research on gender academic network aspects exists. In addition to access to computers The Croatian Academic and Research Network (CARNet) with broadband Internet in schools, all pupils can was established in 1991. CARNetâ&#x20AC;&#x2122;s activities can be access the Internet through a dial-up connection (free divided in three basic areas: Internet service provision, of charge) or through a broadband connection (at encouragement of information society development reduced rates negotiated with major ISP companies); and ICT education. The CARNet is a network of the both services are provided by the national academic Croatian academic, scientific and research community, network (CARNet). as well as of primary and secondary education. The network infrastructure is owned by CARNet, but cables The number of students per computer at university are rented from various telecommunications providers. All university departments and student dorms have The CARNet established a connection to the Internet classrooms with computers and broadband Internet through the pan-European GEANT networkÂ (www.geant. access, but the exact number of students per computer net), which connects all European national academic at university is not available. and research networks. The current connection speed is 10 Gbps. Connection to other Internet providers in Croatia has been implemented through

21.5 Utilisation of ICT within education

196

Part III:

Country ICT Profiles

the Croatian Internet Exchange Point CIX. University centres (Dubrovnik, Osijek, Pula, Rijeka, Split, Zadar and Zagreb) have high speed connections (ranging from 155 Mbps to 1 Gbps), whereas smaller cities and municipalities are connected at speeds ranging from 2 Mbps to 100 Mbps. Zagreb has a particularly advanced infrastructure, connecting larger university departments and academic institutions at speeds of up to 10 Gbps. Furthermore, as part of the â&#x20AC;&#x153;Net in Schoolâ&#x20AC;? Project, more than 900 institutions within the

Source: (www.carnet.hr).

Chart 25: CARNet

197

primary and secondary school educational system are connected to the CARNet via ADSL connections through four points of traffic exchange. Schools on the Croatian islands are now connected to CARNet within the eIslands Project. The capacities of CARNet can be seen in the following illustration.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 21.6 Know-how and human resources

21.6.1 Institutions Related to eGovernance Development

Percentage of officials trained in the use of ICT In 2007 the Civil Service Training Centre organised a “train-the-trainers” programme and was certified as an ECDL (European Computer Driving License) test Centre. The Centre subsequently organised numerous ECDL courses and examinations for public sector employees. However, the number of participants has not been publicly disclosed. The same applies to other forms of ICT training: outsourced ICT training and on-the-job training. This is due to change with the implementation of the Strategy of Public Sector Human Resource Development 2010- 2013, which involves the creation of a database with data related to the competencies of public sector officials (including the training programmes in which they have participated). The aforementioned strategy focuses on education and training in skills related to ICT, language and communications, EU accession as well as education for senior public officials.

The institutions that facilitate eGovernance in Croatia are mostly academic institutions, which provide education and R&D services (study programmes at graduate, postgraduate and executive levels, lifelong learning programmes and research projects that develop eGovernance solutions). Given that eGovernance is mostly viewed as a set of government led initiatives and projects, the role of civil society (NGOs) is currently far less pronounced.

Coverage of ICT related subjects within the curricula in primary and secondary schools ICT related subjects are still not mandatory at all levels of education. ICT education becomes available (as an elective subject) in the 5th grade of primary school. ICT education is mandatory in secondary schools and at universities.

198

University departments • Faculty of Economics, University of Zagreb: www.efzg.hr • Address: Trg J.F. Kennedy 6, 10 000 Zagreb, Croatia. Tel: +385 1 2383 333; Fax: +385 1 2332 618; e-mail: vseso@efzg.hr • Faculty of Electrical Engineering and Computing, University of Zagreb: www.fer.hr • Address: Unska 3, 10 000 Zagreb, Croatia. Tel: +385 1 6129 999; Fax: +385 1 6170007; e-mail: fer@fer.hr • Faculty of Organisation and Informatics, University of Zagreb: www.foi.hr • Address: Pavlinska 2, 42000 Varaždin, Croatia. Tel: +385 42 390 800; Fax: +385 42 213 413; e-mail: ured-dekana@foi.hr • Faculty of Economics, University of Split: www.efst.hr • Address: Matice Hrvatske 31, 21 000 Split, Croatia. Tel: +385 21 430 600; Fax: +385 21 430 701; e-mail: dekanat@efst.hr

Part III:

Country ICT Profiles

• Faculty of Electrical Engineering, Mechanical Engineering and Naval Architecture, University of Split: www.fesb.hr • Address: Ruđera Boškovića bb, 21 000 Split, Croatia. Tel: +385 21 305 770 ; Fax: +385 21 463 877 ; e-mail: dekanat@ fesb.hr • Faculty of Economics, University of Rijeka: www.efri.hr • Address: Ivana Filipovića 4, 51 000 Rijeka, Croatia. Tel: +385 51 355 111; Fax: +385 51 212 268; e-mail: efri@efri.hr • Faculty Of Electrical Engineering, Josip Juraj Strossmayer University of Osijek: www.etfos.hr • Address: Kneza Trpimira 2B, 31000 Osijek, Croatia. Tel: +385 31 224 600; Fax: +385 (0) 31 224 605; e-mail: etf@etfos.hr Public institutions • The Croatian Academic Research Network (CARNet) (www.carnet.hr) is involved in Internet service provision, encouragement of information society development and education. • Address: Josipa Marohnića 5 , 10 000 Zagreb, Croatia. Tel: +385 1 666 1616; email: ured@carnet.hr • The University Computing Centre (SRCE) (www.srce.hr) provides planning, design, construction and maintenance for the computing, communications and information infrastructure (eInfrastructure) as well as 199

consulting and educational support to the research and student community within the University of Zagreb. • Address: Josipa Marohnića 5, 10 000 Zagreb, Croatia. Tel: +385 1 616 5555; Fax: +385 1 616 5559; e-mail: ured@srce.hr • The Financial Agency (FINA) (www.fina. hr) is a state owned agency that provides a variety of services to enterprises and public sector organisations including financial mediation, cash operations, business information, eBusiness, archiving, electronic signature authorisation, education and payment transactions. In addition to service provision (via the Internet and through 187 branches throughout the country) FINA plays an active role in the development and implementation of eGovernance services. • Address: Vrtni put 3, 10 000 Zagreb, Croatia. Tel: +385 1 6127 111; e-mail: info@fina.hr • Major education providers (private) • The Algebra (www.algebra.hr) and Infinitas Group (www.infinitas.hr) are among the leading providers of ICT education and offer eLearning programmes. Both companies take an active role in the promotion of eGovernance. The Infinitas Group is also the franchiser for the world’s largest independent IT education provider (New Horizons), which coverers the territory of Southeast Europe.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition • Algebra: Maksimirska 58a, 10000 Zagreb, Croatia. Tel: +385 1 2332 861; e-mail: info@ algebra.hr • Infinitas Grupa: Maksimirska 282, 10000 Zagreb, Croatia. Tel: +385 1 5545 500 ; email: info@infinitas.hr • Non-Governmental Organisations (NGOs) • The Internet Institute (www.Internet-institute. eu) is an NGO that is mainly involved in information and communications technology for development and networking projects targeted at SMEs, NGOs, public administration (eGovernment) and the media. Its areas of intervention include access to finance, business environment and information sharing. • Address: Gundulićeva 55, 10000 Zagreb, Croatia. Tel: +385 1 4889999.

21.6.2 Major Providers of eGovernance Solutions The major providers of ICT solutions for eGovernance in the private and public sectors are listed below. • The Agency for Information Systems and Information Technologies Support (APIS IT) (www.apis-it.hr) was co-founded in 2005 by the Government of the Republic of Croatia and the City of Zagreb. It was established in order to develop and maintain crucial IT systems in the Republic of Croatia and the City of Zagreb as well as to develop applications, databases, provide eGovernance services and support public sector organisations in their implementation. 200

• Address: Paljetkova18,10001Zagreb,Croatia. Tel: +385 1 3885 777; Fax: +385 1 3880 504; e-mail: apis-it@apis-it.hr • The Financial Agency (FINA) (www.fina.hr): please see above. • IN2 (www.in2.hr) is a privately owned company that specialises in the development of custom software solutions and developing and implementing large and complex IT systems. Its major clients are large public sector institutions (ministries and agencies) and providers of financial services (banks and insurance companies). • Address: Marohnićeva 1/1, 10000 Zagreb, Croatia. Tel: +385 1 6386 800; Fax: +385 1 6386 801; e-mail: in2@in2.hr • KING ICT (www.king-ict.hr) is a privately owned company which is one of the leading systems integrators in Croatia and the surrounding countries. It offers integrated IT business solutions from consulting services, design, development, construction, management, enhancement and maintenance of IT systems to user training. • Address: Buzinski prilaz 10, 10010 Zagreb, Croatia. Tel: +385 1 6690 800; Fax: +385 1 6690 864; e-mail: komunikacije@king-ict.hr • Infodom (www.infodom.hr) is a privately held company that specialises in IT services and eGovernance services as well as services for the telecommunications and financial sectors (public and private).

Part III:

Country ICT Profiles

• Address: Andrije Žaje 61/1, 10000 Zagreb, Croatia. Tel: +385 1 3040 588; Fax: +385 1 3040 593; e-mail: infodom@infodom.hr

21.7 Major Projects Related to eGovernance Development Some of the key eGovernance projects include eJustice, eEducation, eHealthcare, eBusiness, Hitro.Net and Digital TV. The projects Hitro.hr and MojaUprava.hr will be tackled in the next section (as examples of good practice). • The eJustice project is a comprehensive reform programme designed to achieve increased efficiency in the work of the justice system through the implementation of ICT solutions and complementary activities. It is implemented by the IT department that was formed within the Ministry of Justice (responsible person: Mr Zlatko Lukenda (zlukenda@pravosudje.hr). • Some of the activities already undertaken include: • eFILE: improvement in the capacity to monitor cases from the statements that initiate proceedings to case closures. This project was started in 2007 and has been successfully implemented in the courts in Pula and Split; • eCadastre: a browser of cadastral data intended to provide an insight into the central database for all cadastral data in the Republic of Croatia via the Internet. Initi201

ated in November 2005 and implemented; • digital land registries: In 2005 an on-line service of the Digital Land Registry, with access to the databases of 87 courts, was launched. All municipal courts have been equipped to enter digital land registry data. • Commercial Court Register: provides an insight into the court register via the Internet (implemented in 1995). Later on the automation of certain administrative operations and criminal offence records facilitated the simplification of the procedure for the incorporation of companies. • The eEducation project has significantly expanded information systems that serve the education system through modernisation and interconnection, thereby ensuring access to computers and the Internet for all schools, universities, student dorms and research institutes. The Nikola Tesla National Portal for Distance Learning has been launched, specific portals for schools and researchers have been developed and an eMatrix database covering primary and secondary schools has been implemented. A distributed computer infrastructure for the common use of capacities (CRO-GRID) has been developed and information systems for polytechnics have been established. The responsible person at CARNet is Ms Marijana Pezelj (e-mail: Marijana.Pezelj@CARNet.hr). • The eHealthcare project involves the implementation of ICT within healthcare, with a focus on primary healthcare (family medicine) and health insurance handling.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition • The Information system for primary healthcare includes the incorporation of new ICT equipment and the creation of a reporting system for the Ministry of Health and Social Care, the Croatian National Institute of Public Health, the Croatian Institute for Health Insurance and the Croatian Institute for Health Insurance of Health Protection at Work. Pharmacies and laboratories are also a part of this framework, which is aimed at the standardisation of good practice and cost reduction. • The portal of the Croatian Institute for Health Insurance (state-owned heath insurance provider) is aligned with the primary care IT system. It provides for safe electronic data exchange among the entities of the Croatian healthcare system. • The eHealthcare service enables a simplified process for the submission of healthcare insurance applications by employers through a direct electronic application. • The eBusiness project is based on the Strategy for eBusiness Development 20072010. In addition to resolving general legal obstacles (regulations related to eCommerce, eDocuments, eSignature, data protection, security, etc.) and building institutional capacity within government institutions the eBusiness project is focused on interoperability, the enactment of relevant standards, models and norms related to eBusiness and on setting up eProcurement systems. The projects related 202

to specific electronic documents (eDocument, eOrder, eContract, eInvoice and ePayment) and associated issues (eSignature, eIdentity and eArchive) were mostly completed in 2009. The responsible person is Ms Ema Culi, Ministry of Economy, Labour and Entrepreneurship (e-mail: ema.culi@mingorp.hr). • The HitroNet project enables the connection of different public administrative bodies through a common IT network. The basic purpose of the HITRONet network is the integration of state information resources through a safe private broadband infrastructure. To date, all central locations of state government bodies in the City of Zagreb have been connected to HITRONet, as well as all registry offices and courts. • The Digital Television project entails the phasing out of analogue broadcasting in favour of digital. The necessary infrastructure is being implemented and the Government has subsidised the purchases switches. In early 2010 the first region (Istria and Primorje) will have switched to digital broadcasting, while the rest of Croatia will do so by the end of 2010.

21.8 Active Donors in the Area of eGovernance and ICT The only active donor in the area of eGovernance and ICT is the European Union, which provides technical assistance. • The Interreg III B CADSES Programme for International Cooperation The Central State Administrative Office for

Part III:

Country ICT Profiles

eCroatia, during the period from December 2006 to December 2008, conducted the project “Creation of Telecentres to Support Learning, Entrepreneurship and Access to IS in Isolated Areas (Teleaccess). The goal of the project was to enable the development of the information society in isolated areas of the Republic of Croatia. Consequently, in 2008 two telecentres were opened in Skrad and Vinkovci. These telecentres, whose activities were designed in accordance with user needs, enable citizens to use computers, access the Internet and become acquainted with other ICT technologies in order to broaden their knowledge and improve their skills and employability. • The projects “Interoperability of IT Systems with EU Customs System” (PHARE 2005 - completed) and “Integration of the Croatian Customs IT System with the EU Customs IT System” (PHARE 2006 - to be completed by August 2010) have assisted in the development of the customs system in Croatia and its interconnectivity with the EU customs system. • The eBusiness Competitiveness Improvement Programme (to be implemented in 2010) seeks to increase the capacity for the effective delivery of eBusiness quality advice and ICT and entrepreneurial support services to SMEs in general. It envisages: • training of staff in selected SME Support Centres by the provision of basic eBusiness services to SMEs; • provision of necessary supplies to select203

ed SME Support Centres to establish basic eBusiness advisory services. • The approach towards the establishment of eBusiness Reference Centres complies with EU guidelines and good practice within eBusiness. Activities will be carried out in cooperation with relevant local/regional entrepreneurial and education institutions in order to ensure their impact and a spill over effect. The final beneficiary is the Ministry of Economy, Labour and Entrepreneurship. The recipients of assistance and investment from contracts envisaged under this operation will be selected SME Support Centres and their partners: local and regional entrepreneurial and education institutions assisting in the establishment of eBusiness centres.

21.9

Important Events Related to eGovernance

2007 • Adoption of the Law on the Data Protection Act and the Law on Information Security. • Adoption of the Strategy of eBusiness Development 2007-2010. • Development of the HITRONet. • Improved development of new projects in different areas of eGovernance. 2008 • Launch of the “Moja uprava” (“My Government”) portal.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition

• Adoption of the Strategy for Transfer from Analogue to Digital Television Broadcasting. Kosovo • Adoption of the Law on Electronic Communica22.1 Legal Infrastructure tions. • First national eGovernance conference. A number of policy documents have been used to address eGovernment in Kosovo. The Ministry of 2009 • Implementation of the personal identification Transport and Communications has developed The National Strategy for Information Society for 2006number (OIB). • Completion of the national tertiary education 2012, which was approved by the Government of Kosovo on 26 April 2006. Furthermore, in 2007 the application system. Government of Kosovo adopted The Strategy for • Implementation of the eCompany project. Public Administration Reform (SPAR) and the Action Plan for the period 2007-2012. SPAR was proposed 2010 • Transfer from analogue to digital television by the Ministry of Public Services (now MPA) and based on the work of the Group of Experts for Public broadcasting. Administration Reform (GERAP), which included a • Adoption of the Standard eOffice Project. • Launch of the first version of the Croatian broad spectrum of government officials and civil society representatives. These two documents are Interoperability Framework. currently the key guidelines for the reform process in the short-term (1-2 years) and mid-term (3-5 years) 2011 • Introduction of eGovernance services using period. In these documents eGovernment is identified as one of the eight strategic areas where improvement mobile phone technology. • Improvements to existing eGovernance services will have an important impact on both government and citizens. Following the adoption of the eSEE Agenda and systems. and the National Strategy for Information Society for 2006-2012, on the 13 June 2007, the Government of Kosovo also adopted the Telecommunications Sector Policy, which was proposed by the Ministry of Transport and Communications (MTC). Finally, in 2009 the Government of Kosovo adopted the Strategy for Electronic Governance 2009-2015 and the Action Plan for its implementation, which was prepared by the MPA. 204

Part III:

Country ICT Profiles

In addition to the above mentioned policy and strategy Regulatory Authority that address the usage of papers, prepared by the Government of Kosovo, there e-Governance and ICT. The table below shows the are a number of laws and regulations adopted by the laws and their amendments. Parliament of Kosovo and the Telecommunications Title of the law

Comments

LAW No. 2002/7 on TELECOMMUNICATIONS http://www.unmikon-line.org/regulations/unmikgazette/02english/E2003regs/RE2003_16.pdf

Amended: Law No. 03/L-085 (English) http://www.assembly-kosova.org/common/docs/ ligjet/2008_03-L085_en.pdf

LAW No.02/L-23 on INFORMATION SOCIETY SERVICES http://www.unmikon-line.org/regulations/unmikgazette/02english/E2006regs/RE2006_32_ALE02_L23.pdf

LAW No. 02/L-15 on the INDEPENDENT MEDIA COMMISSION and BROADCASTING http://www.unmikon-line.org/regulations/unmikgazette/02english/E2005regs/RE2005_34_ ALE02L_15.pdf

LAW No.2004/36 on COMPETITION http://www.unmikon-line.org/regulations/unmikgazette/02english/E2004regs/RE2004_44_ ALE2004_36.pdf

ADMINISTRATIVE INSTRUCTION No. 2004/3 on CHARGES DEFINITION for INFRACTIONS in TELECOMMUNICATIONS http://www.art-ks.org/docs/Law/MTPT-Admin-Instruction-2004_3.pdf

NUMBERING PLAN FOR TELECOMMUNICATIONS NETWORKS in KOSOVO http://www.art-ks.org/docs/Law/Regulation%20on%20National%20Numbering%20Plan.pdf

ADMINISTRATIVE INSTRUCTION on TARIFFS for APPLICATION PROCESSING http://www.art-ks.org/docs/ Aplications/ADMINISTRATIVE%20INSTRUCTION%20ON%20TARIFFS%20FOR%20APPLICATION%20 PROCESSING.pdf

REGULATION on GRANTING LICENSES for the RIGHT to USE RADIO FREQUENCIES http://www.art-ks.org/docs/regulation/Regulation_on_Granting_the_License_for_the_Right_to_Use_ Radio_Frequenciesfull111.pdf

205

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Title of the law

Comments

REGULATION on LICENSING and AUTHORISATIONS http://www.art-ks.org/docs/regulation/Regulation_on_Licenses_and_Authorisations.doc

Changes to the regulation on licensing and authorisation, No. 182/07-B http://www.art-ks.org/docs/regulation/ Ndryshimi_dhe_Plotesimi_i_Rregullores_per_ Licenca_dhe_Autorizime.pdf

REGULATION on CONSUMER PROTECTION and TELECOMMUNICATIONS SERVICES CONSUMER PRIVACY http://www.art-ks.org/docs/regulation/REGULATION%20ON%20CONSUMER%20PROTECTION%20 AND%20TELECOMMUNICATIONS%20SERVICES%20CONSUMER%20PRIVACY.pdf

AMENDMENTS to the REGULATION on SPECTRUM TARIFFING http://www.art-ks.org/docs/regulation/Amendments_to_the_Regulation_on_Spectrum_Tariffs.doc

REGULATION on PROCEDURES for DISPUTE RESOLUTION http://www.art-ks.org/docs/Law/RegulationonDisputeResolution.pdf

Table 23: Laws and regulations related to eGovernment and ICT in Kosovo

The Parliament of Kosovo is in the process of adopting promotion of access to technology and encouraging several other laws including the Law on Privacy and the development of information technology training systems. On the other hand, the Ministry of Public Data Protection162 and on the Law on Cybercrime. Administration (MPA) (formerly the Ministry of Public 22.2 institutional framework Services) (www.rks-gov.net/mshp) is in charge of the development of information technology standards and In Kosovo the responsibility for eGovernment imple- the coordination of information technology services mentation is divided between two ministries. within the Government of Kosovo. Within the MTC Accordingly, the Ministry of Transport and there is the Department of Information Technology Communications (http://www.mtpt.org) is responsible that covers the functions related to the MTC. Up until for the development of policies and the implementation late 2009 the MPA had the Department of Information. of legislation for the provision of services in the sector Technology (DIT) with a structure of 75 staff163 However; of information technology. It is also responsible following a decision of the Government in 2009, the DIT for the promotion of information technology and was transformed into the Department for eGovernment innovation in areas such as electronic commerce, the 163

162

Law nr. 2009/03/172 available at: http://www.assembly-kosova.org/?cid=2,194&filter=15

206

Based on the data from the Kosovo budget and from the FRIDOM Review Report http://www.fridomks.org/media/MPS%20review%20eng%20final%20MiroB%2027%20 Feb%2009.pdf

Part III:

Country ICT Profiles

and Administrative Procedures. It is planned to replace the current structure with a new Agency on eSociety, as envisaged by the forthcoming Law on Information Society Bodies.

22.3 Accessibility Internet penetration The internet penetration in Kosovo is 20.9% (September 2009, Source: Internet World Stats: http://www. internetworldstats.com/stats4.htm). As per the results of a survey conducted by the Index Kosova Research Company in November 2009, 53% of respondents declared having access to the Internet in their homes and 63% to having a computer at home; while 33% declared daily use of the Internet and 34% to using a computer on a daily basis. Type of Internet connection Currently in Kosovo offers related to Internet connections vary from wireless at 256Kbit, offered by countless local ISPs, through to ADSL with a minimum of 256Kbit, offered by the incumbent operator PTK, to cable/TV Internet packages offered by major ISPs present in the country, such are IPKO and Kujtesa. There is no disaggregated data in relation to the type of connection. However, in line with the definition used in the European Commission’s 13th Implementation Report.164 all these types fall within broadband connections.

164

Broadband Internet connection refers to a subscriber who pays for high-speed access to the public Internet (a TCP/IP connection). High-speed access is defined as being equal to, or greater than 144 Kbit/s, capacity (in line with the definition used in the European Commission’s 13th Implementation report)

207

Penetration level of the telecommunications networks The level of penetration of the fixed telephony network in Kosovo has shown little increase in almost 10 years, dating back to 1999. In a 2009 report conducted by Cullen International it was put at around 6%. However, more recently the PTK has been investing in the expansion of its network, especially in rural areas, but there is no available data to reflect these developments. The mobile telephony market in Kosovo is currently at around 1.3 million, with PTK’s subsidiary Vala having around 850,000 numbers or 65%, while IPKO has around 450,000 numbers or 35% of the market. The latest estimate of mobile penetration is 70% (as of: 01.01.2010, source: TRA). The Chart below shows the Wi-FI and Optic Networks in Kosovo.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition

Chart 26: Wi-FI and Optic Networks in Kosovo

208

Part III:

Country ICT Profiles

Mobile network territorial coverage It is around 98% for IPKO and slightly less for Vala. ICT Usage by Businesses Percentage of enterprises using computers (disaggregated by the number of employees)

Percentage of enterprises with access to the Internet (disaggregated by the number of employees)

Total (10+)

10-49

50-249

250+

Total (10+)

10-49

50-249

250+

87.4%

86.0%

95.6%

99.0%

78.1%

77.0%

92.3%

98.3%

22.4 Utilisation of ICT in public administration

Survey by the Riinvest Institute

• The MPA, which runs the government e-mail exchange service (@ks-gov.net) stated that it currently has around 8,000 active mailboxes for the central level. This covers about 75% of all government officials at the central level. • Percentage of central level government institutions that use some networking services. • All central level institutions are fully connected to the Internet, possess e-mail and have local networks with shared resources. • Percentage of central level government institutions that are connected to the Internet. • The MPA offers Internet connection for most institutions at the central level. These connections are either via fibre optics or WiFi. According to the eGovernment Strategy165 adopted by the Government of Kosovo, most of the central level institutions, including the Assembly of Kosovo, the Presidency and ministries, are already connected to the government network through fibre optic cables.

The Government of Kosovo currently does not publish any data on the usage of ICT within government institutions. The data for the following indicators was obtained through interviews conducted with officials from the Ministry of Public Administration (MPA), IT officers in several municipalities and a few consultants working on donor funded projects. Usage of computers by government officials/public servants in their daily work. • Most of the officials that work in local and central administrations are equipped with computers. The MPA gives a percentage figure of over 90%. At the local level 3,500 computers were reported to be in use; no percentage figure was available, but it may be assumed that the average is close to 90%. • Number of officials who at least have e-mail access and use it as a communications tool. 165

209

Comments

E-governance Strategy 2009-2015

eGovernance and ICT Usage Report for South East Europe - 2nd Edition • Percentage of local administrations that use some networking services (resource sharing, mail, etc). • All local level institutions are connected to the

using a unified mail domain managed by the MPA. However, in both cases, the number of municipal officials that use e-mail is less than that of the central level. Internet, use e-mail and have local networks. Based • Position of the IT function within institutions. on data provided by the MPA, more than 90% of • According to a survey conducted in 28 central local level institutions use some network services. In the five year period up until 2005 the UNDP and Soros funded all (at that time 30) municipalities to implement local networks, servers, e-mail and an intranet application that automated the handling of some of the services166 provided to local citizens.

organisations by the FRIDOM Project, 54% (15 out of 28) of organisations have an IT unit, while the rest have individuals but no fully organised unit/ division. Municipalities usually have one person, with the exception of Prishtina which has 3 persons organised into a unit. Many institutions, especially at the local level, use services provided by local IT companies, but mostly only for supplies and maintenance (hardware).

• Percentage of local administrations that are connected to the Internet. • All of the municipalities of Kosovo are connected to the Internet, either through the MPA network or by using local Internet providers. The MPA connects municipalities through the wireless network that was previously constructed by the UNMIK and has recently started to connect them through fibre, which is provided by Post and Telecom Kosovo (PTK). The wireless connections range from a minimum of 2Mbps to 155 Mbps, dependant on the region. Some distant outposts may have a capacity of 640 KBps or less. • Percentage of officials that use public e-mail addresses. • There is no data available on this indicator. However, it is estimated that it is lower than that of the central level. Municipalities have used independent mail systems for many years, yet recently they have started to move towards 166

ibid

• Data on government investment in the ICT sector for 2009-2012167 is provided in the table below.

167

210

Based on Law Nr. 03/L-177, Law on the Budget of Government of Kosovo for 2010

Part III:

Country ICT Profiles

2010 Total Investment Budget

2011

2012

Total (2010-2012)

305,325,089

309,568,246

305,949,599

920,842,934

Total IT Expenditure

23,047,940

20,666,107

20,755,676

64,469,723

Software (including licenses)

10,769,725

9,047,293

9,101,834

28,918,852

Other IT Services (networking, hardware and training)

12,278,215

11, 618, 814

11,653,842

35,550,871

IT Budget as a percentage of the total capital budget

Table 24: government Investment in the ICT Sector in Kosovo

Please note: This budget only refers to planned central government expenditure and does not include local governance (municipalities). The 2010 budget was approved by Parliament, while the 2011 & 2012 budgets are projections and thus prone to change. Local

Primary research into e-mail response times was conducted during January and February 2010. Response times by government officials are shown in the table below.

Central

Total

Percentage

E-mails sent

130

200

Not delivered

18.5

Replied with 24h

Replied within 48h

5.5

Replied Within 72 h

2.5

Within one week

After one week

Table 25: E-mail response Times in Kosovo

211

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 22.5 Utilisation of ICT within education

provided schools with an additional 21 IT Cabinets, each with 31 computers. However, the actual distribution among schools was unclear so much so Data related to ICT usage in public schools is very that we could not tell the exact number of schools that scarce; even though the Ministry of Education, Science benefited from this purchase. and Technology has an Education Management Whilst almost every school in Kosovo possesses some Information System (EMIS) it is unable to provide ICT equipment it is not clear whether this is used by anything more than the most basic data. The following pupils or by administrations. Furthermore, it has been tables show data provided to us by the MEST. noted that the quality of the computer equipment is quite variable and that computer equipment is often outdated. In aggregate, up to 18% (200 out of 1,135) Schools 675 schools in Kosovo have a computer laboratory. Major With IT facilities 32.1% computerisation programmes, which will utilise up to 80 million Euros that the Government received from the Connected to the Internet 10.7% incumbent telecomm operator PTK, are pending and due to begin in 2010. This project will provide Internet Table 26: Single location schools in Kosovo access for 1,080 Kosovo Schools by connecting them via fibre optics. This infrastructure will also serve as a technical platform for eLearning. Schools with more than one location 1,123 With IT facilities

19.3%

Connected to the Internet

6.4%

Table 27: Schools with more than one location in Kosovo

Internet access in Kosovo schools is fully broadband. The majority of Internet connectivity in Kosovo schools is provided by PTK (Post and Telecom Kosovo), usually via ASDL. Some of these schools are connected through other major ISPs, such are IPKO or Kujtesa, who provide broadband connections (cable or wireless). The Ministry shared the information that during 2009 it 212

Part III:

Country ICT Profiles

At the University of Prishtina the situation is as follows: 22.6.1 Institutions Related to

eGovernance Development

Computers

2,500

Used by the Administration

500

Used by Academic Personnel

1,000

Available for student use

1,000

Students

>41,000

Bachelor Level

38,000

Masters Level

3,000

Ratio student /computer

At the Government level the following institutions deal with ICT and eGovernance related issues: • Ministry of Public Administration (www.rks-gov.net/mshp) • Ministry of Transport and Post Telecommunications (www.mtpt.org) • Telecommunications Regulatory Authority (www.art-ks.org)

22.6.2 Major Providers of eGovernance Solutions

Table 28: University of Prishtina

The Main Companies in the ICT Market Based on the IDG Report for 2008 and amended during the course of data collection for this report.

22.6 Know-how and human resources The number of officials trained in the use of ICT is not available, due to the decentralised mode of training planning and delivery. The MPA is responsible for developing ICT policies for the Government, but this does not include training activities. ICT training is planned and implemented by individual ministries or other government agencies, such as the Kosovo Institute for Public Administration (KIPA). At the local level, the Ministry of Local Government has organised ECDL training for municipal civil staff. This initiative is ongoing and to date 400 officials have been trained.

213

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Company Name

% of the Market

Webpage

ProNEt

13%

www.pronet-ks.com

Cacctus

10%

www.cacttus.com

Komtel

10%

www.komtel-ks.com

DataProgNet

http://www.dataprognet-ks.com

InterAdria

www.interadria.eu

PPC-IT

http://www.ppc-it.com

Botek

www.bo-tek.com

Comtrade

www.comtrade-ks.com

Table 29: Main Companies in the ICT Market in Kosovo

The Main Telecommunications Providers168 Company Name

Services

Revenue for 2008

PTK

Fixed telephony, mobile and Internet.

160 million Euros

IPKO

Fixed telephony, mobile and Internet.

42 million Euros

Kujtesa

Internet.

N/A

ArtMotion

Internet.

N/A

Table 30: The Main Telecommunications Providers in Kosovo

168

Based on publicly available data on www.ptkon-line.com; www.ipko.com; www.kujtesa.com

214

Part III:

Country ICT Profiles

22.7 Major Projects Related to eGovernance Development Project

Implementing Institution

Link

Status

Government Network Extension

MPA

Government Portal

MPA

www.rks-ks.net

Completed

Document Management System

Assembly of Kosovo

www.assembly-kosovo.org

Completed

Electronic Voting in the Assembly

Assembly of Kosovo

Budget Development and Management System

Ministry of Economy and Finance (MEF)

www.bdms-ks.org

Completed

Public Investment Project (PIP)

Ministry of Economy and Finance

www.pip-ks.org

Completed

Freebalance

Ministry of Economy and Finance

www.mfe-ks.org

Completed

Property Tax Software

Ministry of Economy and Finance

www.mfe-ks.org

Ongoing

Payroll Management Software

MPA

www.ks-gov.net/mshp

Ongoing

Human Resource Management Software (HRMIS)

MPA

www.ks-gov.net/mshp

Ongoing

Municipalities websites

Ministry of Local Government Administration (MLGA)

www.kk.rks-gov.net

Completed

Driversâ&#x20AC;&#x2122; License Software

Ministry of Internal Affairs (MIA)

Ongoing

Completed

Ongoing

215

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Project

Implementing Institution

Link

Status

Vehicle Registration Software

Ministry of Internal Affairs (MIA)

Computerisation of Kosovo schools

Ministry of Education, Science and Technology

Electronic Archive

MAP

Ongoing

Property Management Systems

MAP

Ongoing

www.masht-ks.org

Ongoing

table 31: Major Projects Related to eGovernance Development in Kosovo

22.8 Active Donors in the Area of eGovernance and ICT Donor

World Bank

Project

Status

Modernisation of Public Administration including: eGovernment, HRMIS and the Disaster Recovery Centre. Support to the MLGA IT.

UNDP

Support to Municipal Intranets and Web Applications, SKIT Projects 1 and 2.

Support to the Development of Inter-government Applications like BDMS, PIP and Customs and Tax Administration Software. Case Management Information System.

Pending

Ongoing Completed

USAID

Support to Digitalisation of the University of Prishtina.

Ongoing

SOROS (KFOS)

Support to Municipalities IT.

Completed

The Swiss Agency for Development and Cooperation (SDC)

Support for Developing an eLearning Strategy.

Completed

216

Part III:

22.9

Country ICT Profiles

Important Events Related to eGovernance

2007 • Telecommunications Sector Policy adopted.

Moldova

23.1 Legal Infrastructure

Moldova has comprehensive legislation in the electronic communications sector, which is overseen 2008 by the National Agency for Regulation in Electronic • Government Portal launched. • The eGovernment Strategy 2009-2015 adopted. Communications and Information Technology (ANRCETI). The Constitution of the Republic of Moldova includes the right of access to information under 2009 • The eGovernment Strategy Implementation Article 34. The legal framework consists of more than 20 laws and dozens of secondary legislation, such as Action Plan 2009-2015 adopted. • Restructuring of the MPA Department of IT government and ANRCETI decisions . into the Department for eGovernance and The building of an Information Society is guided by the following policy documents: Administrative Procedures. • Presidential Decree No. 1743-III (dated • The First International Conference on Open 19.03.2004) on “Building an Information Source, August 2009. Society”; • The eLearning Strategy of Kosovo adopted. • “Policy on Information Society Building”, ap• Information Technology Association of Kosovo proved by Government Decision No. 632 (dated (STIKK) (re)established. 8.06.2004); • The National Strategy and Action Plan “Elec 2010 tronic Moldova”, approved by Government • Civil Registry on-line. Decision No. 255 (dated 9.03.2005). • The Municipalities Portal. • Law on eSociety Administrative Bodies. These documents have declared the building of an information society as a priority area for Moldova and established the objectives, principles and domains of intervention for the development of an Information Society.

217

eGovernance and ICT Usage Report for South East Europe - 2nd Edition The list of laws includes: • Broadcasting Code, No. 260-XVI (dated • Law on Copyright and Connected Rights No. 27.07.2006); 293-XIII (dated 23.11.1994); • Law on Personal Data Protection, No. 17-XVI • Section II p. 2 attachment Ca of the List on (dated 15.02.2007); the Specific Commitments of the Republic of • Law on Registers, No. 71-XVI (22.03.2007); Moldova in the Service Sector, which is part • Law on Electronic Communications, No. 241-XVI of the Protocol on Joining the World Trade (dated 15.11.2007); Organisation (WTO), ratified under Law No.179• Administrative Contraventions Code of the XV (dated 18.05.2001) (“The Official Monitor” Republic of Moldova, No. 218-XVI (dated 24.10.2008); of the Republic of Moldova, 7 June 2001: No. • Law on Transparency in the Decision Making 59-61, Art. 397); • Law on Access to Information, No. 982-XIV Process, No. 239-XVI (dated 13.11.2008); (dated 11.05.2000); • Law on the Prevention and Combating of Cy• Law on Informatics, No. 1069-XIV (dated bercrime, No. 20-XVI (dated 03.02.2009); 22.06.2000); • Law on Scientific-Technological Parks and In• Law on Competition Protection, No. 1103-XIV novation Incubators, No. 138-XVI (dated 21.06 (dated 30.06.2000); 2007). • Law on Licensing Certain Types of Activities, No. 451-XV (dated 30.07.2001); Several Government decisions have also been taken: • Civil Code of the Republic of Moldova, No. 1107• Government Decision No. 1298 (dated XV (dated 06.06.2002); 28.10.2003) on “the Creation of National Geographic Information Systems”; • Penal Code, No.985-XV (dated 18.04.2002); • Law on Consumer Protection, No. 105-XV (dated • Government Decision No. 562 (dated 13.03.2003); 22.05.2006) on “the Creation of Automated Systems and Information Resources of the • Law on Informatisation and State Information State”; Resources, No. 467 (dated 21.11.2003); • Law on Electronic Document and Digital Signa• Government Decision No. 33 (dated 11.01.2007) ture, No. 264-XV (dated 15.07.2004); on “Rules for Elaboration and Unified • Law on eCommerce, No. 284-XV (dated Requirements towards Policy Documents”; 22.07.2004); • Government Decision No. 1032 (dated • Law on the Basic Principles Regulating Entrepre06.09.2006) on “Approving the Concept of an Automated Information System, Register of neurial Activity, No. 235-XVI (dated 20.07.2006); State Information Resources and Systems”; 218

Part III:

Country ICT Profiles

• Government Decision No. 27 (dated 06.01.2006) • rules and conditions of work in the ICT sector on “Approving Regulation on the Implementain Moldova; tion Mechanism for the Action Plan Electronic • principles of application and the use of ICT to ensure access to information and the provision Moldova”; • Government Decision No. 765 (dated of public services in an interactive regime; 05.07.2006) on “the Official Website of the Re• principles and measures to ensure freedom to public of Moldova on the Internet”; and the protection of data systems and rights • Government Decision No. 733 (dated 28.06.2006) of access to information services; on “the eGovernance Concept”; • relationship between the information provider • Government Decision No. 668 (dated and the individual and/or legal entities during 19.06.2006) on “the Official Pages of Governthe process of the assurance and realisation of rights of access to information; ment Authorities on the Internet”; • principles, terms, methods and the manner of • Government Decision No. 5 (dated 14.01.2008) on “Approving the National Strategy of Consumer access to official information; Protection for 2008-2012”; • regulatory and support principles of activities • Government Decision No. 975 (dated 13.09.2001) in electronic commerce by the State; on “Approving the National Telecommunications • legal basis for the use of electronic documents Policy”; and the application of digital signature; • Government Decision No. 844 (dated 26.07.2007) • key requirements and rules for the circulation on “Approving the Concept of an Integrated Sysof electronic documents; tem of Electronic Document Circulation”; • copyright. • Regulation Regarding the Domain Name Administration of the Top-level Domain “.md” (ap- The existing legal and regulatory framework is mainly proved by ANRCETI on 3.11.2008). in line with the Acquis Communautaire, promotes overall competition and contributes to the prevention The above (but not limited to) listed laws, Government of actions that might lead to the distortion or decisions, regulations, policies, concepts and restriction of competition within the ICT market, it strategies set out the following: also encourages innovation and investment in the • rights and obligations of the State and natural sector. The regulations are oriented to simplify entry and legal entities in the creation, management, to the market, facilitate access and interconnection, use, maintenance and disposition of telecom- establish procedures for the issuance of technical permits for using radio communications stations when munications, applications and systems; the issue of licenses to use channels or frequencies 219

eGovernance and ICT Usage Report for South East Europe - 2nd Edition is not foreseen under the law. Interconnection regulation is considered to be complete and in line with European legislation. Interconnection regulation also forms a basis for requiring LLU, although implementation has proven problematic. Numbering is also governed by the NRA, with free phone, VoIP and SMS short codes all made available. Legal requirements for non-discrimination are in place, although reports have been made about difficulties in regard to the building of infrastructure and sharing facilities: ANRCETI is currently addressing these concerns. Tariff rebalancing has been completed for almost all sections of the market. The universal service issue is being addressed through legislation, but in reality it has not yet been implemented. Leased-lines are generally available nationwide, although there are problems with cost accounting. Legislation is in place on data protection and the oversight body, the Centre for Data Protection, has been established. Moldova has a comprehensive set of legislation on electronic services, which is generally in line with that of the European Union (the 2004 Law on eCommerce and the 2004 Law on Electronic Documents and Electronic Signature). However, the procedures and costs related to digital signature continue to hamper its wider implementation and the MTIC is keen to prepare a draft revision of primary and secondary legislation in this field. ISPs are not obliged to actively monitor networks for potentially illegal activity. No major concerns have been cited by international organisations with regard to gaps in Moldovan legislation relating to on-line child abuse images or IPR legislation. The general framework for on-line payments appears to be in place in Moldova, although relatively low Internet penetration and purchasing power mean that on-line 220

service provision has not yet reached its full potential. In conclusion, although Moldova has a relatively comprehensive legal and regulatory framework in this area the country is lagging behind in terms of its effective implementation.

23.2

Institutional Framework

The institutional framework for the ICT sector consists of the following bodies within the central public administration: • Ministry of Information and Communications Technologies (MICT); • National Agency for Regulation in Electronic Communications and Information Technology (ANRCETI); • Broadcasting Coordinating Council (BCC); • The State Commission for Radio Frequencies (CSFR); • National Commission on Information Society (CNES). The State has delegated functions to these bodies to implement the ICT policy, the right of legislative initiative and the regulation and monitoring of ICT services in the market. The Ministry of Information and Communications Technologies has the most significant role, as the central sectoral authority, and is entitled to develop, promote and implement Government policy in the field of electronic communications and to determine the sector’s development strategy. According to the Law on Electronic Communications

Part III:

Country ICT Profiles

the MTIC will develop the strategy of electronic Government of Moldova. It elaborates and promotes communications policy implementation. state policy for the distribution and use of radio frequency waves and the positions for space stations’ The National Regulatory Agency for Electronic orbits. It approves the National Table of Frequency Communications and Information Technology Band Allocations. (ANRCETI) Besides the designated public authorities, several is the central public authority that governs electronic state owned enterprises fulfil some special functions: communications and information technology, ensures • The National Centre for Radio Frequencies the implementation of development strategies in (CNFR); these areas and monitors the compliance of network • the state enterprise “The Centre for Special providers and or electronic communications services Telecommunications” (CTS); with the relevant laws. • The State Information Resources Centre ANRCETI has the status of a legal entity with its own “Registru”; • the state enterprise “The Information Society budget and is independent of network and service Development Institute” (IDSI); providers and electronic communications equipment manufacturers. It is also independent from the • the state enterprise “The Centre for Special Government with the except for three cases: when it Telecommunications” (CTS). exercises its function and power under a regulation approved by the Government, adoptions done in The state enterprise “The National Centre for Radio consultation with the Government and in relation to Frequencies” manages the frequency spectrum, tariffs for public electronic communications services certifies telecommunications, computer and mail rendered by operators that are a significant market (postal) products. It also elaborates the National force. Members of the ANRCETI Council (Director and Table of Frequency Band Allocations and drafts Deputy Directors) are appointed by the Government. implementation strategies for digital terrestrial television. The Broadcasting Coordinating Council (BCC) is an autonomous public authority that regulates audio-visual The state enterprise “The Centre for Special (broadcasting) activities. Radio and TV broadcast licenses Telecommunications” (CTS) has the following are issued by the Audiovisual Coordinating Council (ACC), primary purposes i) to provide protected information as stipulated under the Broadcasting Code. sharing between public authorities, representatives of the Republic of Moldova abroad, organisations The State Commission for Radio Frequencies (CSFR) and the institutions and public authorities of other is a permanent public agency accountable to the states, ii) to protect important information for the 221

eGovernance and ICT Usage Report for South East Europe - 2nd Edition State, iii) the creation, management, servicing and development of special telecommunications systems and iv) the development and implementation of information security technologies, including digital signature technology.

contributes to collaboration with natural and legal entities in the field of constructing an information society at the national, regional and international level.

The Electronic Governance Centre was foreseen in The state enterprise “The State Information Resources the “eMoldova Action Plan 2005”, but as yet it has Centre “Registru” (SE “SIRC “Registru”) is one of the not been created. However, in the Action Plan of the leading subordinate enterprises of the Ministry of new Government, this initiative is planned for the Information Technologies and Communications. Its year of 2010 and the Government has recently taken a aim is the realisation of the integration processes decision to create such a centre based on CTS facilities. of the state information resources formation. The company is the “long arm” of the MICT in regard to 23.3 Accessibility the coordination of concepts/technical specifications for all government authorities’ information systems. The basic indicators related to accessibility for the Republic of Moldova are169 shown below. • Internet penetration: 37%. The state enterprise “The Information Society • The type of Internet connections: Development Institute” is an organisation in the field - Broadband 99.6% • of science and innovation. It was created in 2008 (an increase of 5.8%): within the Resource Centre and Information Network - xDSL 55.8%; • of the Academy of Sciences of Moldova. Its purpose - FTTH/LAN 12.3%; • is to ensure research and development, innovation - Cable TV 3.9%; • and the transference of technology in information - 3G/HSPA 27.6%; • technology by combining the scientific, technological - other 0.4%. • and material potential of both public and private • Penetration of telecommunication networks: organisations that participate in the development of - fixed 31,6%; • the informational society. The main scientific direction - mobile 74,9%; • of “The Information Society Development Institute” - mobile network territorial • is the creation of a scientific basis for information coverage 99%. society development in the Republic of Moldova and • Percentage of households that possess a to assure scientific support for the integration process computer: 33%. with the European information space. The Institute also conducts information consultancy activities, 169

222

Source:The Report on eDevelopment of the Republic of Moldova 2009

Part III:

Country ICT Profiles

• Internet penetration in households: 27%. • Companies with Internet connection: 55%. The following text provides more detailed information on the landline and mobile network telephone infrastructure and usage in the Republic of Moldova. The major sources of information are: • reports of the National Agency for Regulation in Electronic Communications and Information Technology (ANRCETI);

• UNDP Report on eDevelopment in the Republic of Moldova 2009. Data on the key indicators for the development of infrastructure and the degree of access to ICT identified a rapid increase in all electronic communications services, particularly the mobile network and the Internet over the period 2005-2009.

Code

Indicator

2005

2006

2007

2008

2009*

Number of subscribers to fixed lines per 100 inhabitants.

25.8

28.4

30.2

31.2

31.6

Number of mobile subscribers per 100 inhabitants.

32.3

39.1

55.0

67.9

74.9

Number of Internet subscribers in fixed locations per 100 inhabitants.

2.0

2.4

3.1

4.4

4,9

Number of Internet subscribers to fixed location broadband per 100 inhabitants.

0.3

0.6

1.3

3.2

4.2

Number of Internet subscribers through mobile broadband connections per 100 inhabitants.

N/A

0.8%

1.6%

International Internet bandwidth per capita (bps / capita).

759.0

1,477.5

3,056.8

3,633.2

4,335.9

Percentage of the population with mobile coverage.

Price (monthly) for access to broadband Internet in USD.

N/A

13.3

14.4

9.1

Including percentage of monthly income per capita.

N/A

5.8

3.6

Tariff (monthly) for mobile telephony in USD.

N/A

11.84

Including percentage of monthly income per capita.

N/A

4.7

A11

Number of computers per 100 inhabitants.

10.3

12.4

15,6

N/A

20.2

A12

Number of Internet subscribers through mobile connections per 100 inhabitants

4.8

10.8

19.5

40.3

49.7

223

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Code

Indicator

2005

A13

Number of Internet users per 100 inhabitants.

A14

Number of broadband Internet subscribers per 100 inhabitants.

2006

2007

2008

2009*

16.2

21.2

23.4

30.1

0.3

0.6

1.3

3.6

5.8

The percentage of subscribers to broadband Internet access by type:

100

xDSL

77.7

78.2

55.8

FTTH/LAN

11.4

15.5

12.4

Cable TV

10.4

6.2

3.9

0.6

0.1

0.3

N/A

27.6

277

N/A

A15

Radio 3G/HSPA A17

International telephone traffic (minutes) per capita.

144

179

215

Source: The Report on eDevelopment of the Republic of Moldova 2009 UNDP.

Table 32: Indicators on ICT infrastructure and access in Moldova

Since 2004 the number of fixed telephony subscribers At the same time there was a change in the subhas increased by 32% and mobile subscribers by 240%. structure: in 2005 the number of mobile subscribers exceeded the number of subscribers to fixed telephony. In 2007 revenue from mobile telephony exceeded that of fixed telephony.

Chart 27: fixed and mobile telephony penetration in Moldova (%) Source: The Report on eDevelopment of the Republic of Moldova 2009 UNDP.

224

Moldova has of a considerable level of computer penetration and a good rate of about 20%. This is a positive precondition for the penetration of broadband technologies to increase rapidly. Currently about 37% of the Moldovan population has Internet access, of which only less than 6% have broadband Internet access. The low level of penetration by broadband technologies is a critical constraint for the further development of the ICT

Part III:

Country ICT Profiles

sector. Within the electronic communications sector in Moldova there remains plenty of room for growth.

Chart 29: Internet usage over the last 12 months in Moldova Source: The Report on eDevelopment of the Republic of Moldova 2009 UNDP.

Chart 28: The number of computers and Internet users per 100 inhabitants in Moldova

Analysis based on multiple criteria shows a significant difference between Internet users in urban and rural Source: The Report on eDevelopment of the Republic of Moldova 2009 UNDP. areas (55% - 25%). The results indicate a simultaneous Access to broadband and Internet services is a increase in the share of Internet users and an increase key element for stimulating economic growth, in the training of respondents: from 4% in the segment diversification and for achieving greater income of the population without education up to 92% for the and social development. Mobile technologies, such postgraduate population segment. as 3G/HSPA/LTE could rapidly improve the level of broadband access penetration. For example, only a year after its launch (October 2008) the share of mobile broadband access has reached 27% of the total number of broadband subscribers. The percentage of the population that used the Internet at least once during the past 12 months is 37%.

Chart 30: Demographics of Internet users in Moldova, by percentage Source: The Report on eDevelopment of the Republic of Moldova 2009 UNDP.

225

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Most Internet users have e-mail, every second person The removal of obstacles to both direct foreign downloads multimedia files and most users in this and domestic investment in order to stimulate the group are young people/adolescents (69%). Interest development of the IT Sector • Law on eCommerce adopted in 2006. among Internet users to interact with government • An opportunity for the elaboration of a public organisations is a mere (8%). policy on eBusiness development is presently under consideration. • Root CA has been established. • The Customs Authority Portal is operational. • Registration of enterprises is available on-line (only for individual enterprises). • A range of eServices are under implementation in order to facilitate eBusiness. The Association of Private Companies in ICT (ATIC) was established in 2009 with the assistance of USAID and the UNDP. The Policy White Book, prepared and published by ATIC, identifies the main barriers that need to be removed by the Government so as to foster further development. Efficient dialogue has been Chart 31: Usage areas for the Internet population in Moldova, established between the MICT and ATIC in order to by percentage ensure both participation and transparency in policy Source: The Report on eDevelopment of the Republic of Moldova 2009, UNDP. making for documents issued by the MICT. Most users (53%) access the Internet at least once every day or almost every day, while one third of respondents use it at least once a week.

Create an environment conducive to a decrease in the running costs and consequent cost of services of software companies Some encouraging developments have been made Fostering the development of eBusiness in this regard, such as tax breaks and the Law on Moldova supports the development of eBusiness the Basic Principles of Regulation for Entrepreneurial in various ways, in particular by addressing the Activity. This Law, promulgated in May 2008, provides objectives of eSEE Agenda Plus related to fostering principles and mechanisms for state regulation of the development of eBusiness. business activities, requiring a streamlined framework and impact assessments to ensure compliance. In 226

Part III:

Country ICT Profiles

2009 the Government prepared amendments to the Law that regulates the licensing of entrepreneurial activity; this required a reduction in the number and types of activities subject to licensing and the simplifying of licensing procedures, the exclusion of parallelism and duplication in the work of government authorities, related process of approval/licensing of entrepreneurial activity and the reduction of the regulatory impact on entrepreneurs. Introduce favourable and growth oriented tax schemes for the IT sector The Government has provided IT firms with two tax breaks over the last five years. Firstly, they pay social insurance based on a flat predetermined rate of MDL 1,000 per employee, which is lower than the average graded rates. Secondly, they are exempted from income tax if they are not in debt to the State and generate more than half their revenue through sale of their own manufactured software. Foster the creation of a favourable environment for IT professionals by stimulating business incubators, techno-parks and business start-up centres through partnerships with universities and the private sector. In June 2007 Law No. 138-XVI on â&#x20AC;&#x153;ScientificTechnological Parks and Innovation Incubatorsâ&#x20AC;? was adopted. This Law is focused on the role and importance of ICT and offers a series of development opportunities, including tax facilities. A range of joint meetings and discussions are being held in order to establish relevant partnerships, participants include the MICT, the Academy of Science, 227

the Ministry of Education, ATIC and representatives of universities. The USAID CEED Project has supported the creation of a favourable environment for IT professionals, while professional standards for IT specialists are being developed. Create an environment where all companies will use ICT in their daily operations and use modern technology as a tool for participation in the global economy. The implementation of eServices, such as eTax (available), eProcurement (in progress), eStatistics reporting (in progress) and others will create a favourable environment for stimulating companies to use ICT.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 23.4 Utilisation of ICT in public administration The major indicators related to the utilisation of ICT in public administration in the Republic of Moldova are: • usage of computers by government officials/ public servants in their daily work (60%); • the number of officials who at least have e-mail access and use it as a communications tool (N/A); • percentage of government institutions that use some networking services (100% for central institutions and 37% for local institutions); • percentage of government institutions that are connected to the Internet (100% for central institutions and 18% for local institutions); • percentage of officials using public e-mail addresses (86%); • level of investments by government institutions in ICT solutions (hardware, software and services) for 2004-2008 amounted to 370,927,000 MDL or 24,728,466.70 Euros. According to the UNDP Moldova eGovernance Project a study and surveys conducted by “Magenta Consulting s.r.l.” in August 2009 showed that all public institutions are equipped with computers. At least one computer is used for accounts, 78% of public administration institutions (PAI) use computers to track and control document flows and the execution of decisions, 61% for personnel (HR) records and every second institution (49%) uses computers for daily activities. 92% of pubic administrations institutions prefer to work with licensed software products. There is 228

a significantly greater use of word processors and these are used far more frequently than other types of programme products (77%), while accounting processors are also quite important (12%) and database processors have a 9% share. In 2008, on average, public administration institutions invested 8% of their total investment in ICT. The majority of public administration institutions (PAI) are connected to the Internet. This indicator is 100% for both level 1 central PAI and level 2 municipal (regional), while the share of institutions that have Internet access at level 3 (rural municipalities) is only 18%. As the research revealed, 40% of public administration institutions are connected to the Internet by use of narrow band, while fixed broadband is the choice of 28% of public administration institutions. Every tenth public administration institution has an Internet presence: its own webpage. Every second website is of level 1 and only represents structured information about the institution. 14% of websites offer one-way interaction, while every fifth offers bidirectional. Personalised services are offered online by 7% of all institutions, which are actually of level 1 public administration institutions. All level 3 public administration institutions that have a website only offer visitors the opportunity to become acquainted with the information available on their website. Websites of the level 3 public administration institutions have encountered a significantly larger number of security issues than those public administration institutions from other levels. Also, public administration institution websites in the central region were the target of several intrusions and suffered more damage than public administration

Part III:

Country ICT Profiles

institutions located in the southern and northern regions. Most computers were not affected by faults caused by security breeches (81%) or intrusions (85%). The primary target for malicious persons were the computers of public administration institutions of level 1 and level 3 and, on a regional basis, in the centre. Every third e-mail received by representatives of public administration institutions was spam. The share of spam (which increases from 17% to 60% of total messages received) is directly proportional to the level of public administration, with public administration institutions from the centre region receiving more spam than the other regions. The vast majority (96%) of public administration institutions do not provide services through mobile telephony and 98% of public administration institutions do not provide services on-line. During 2008 11 types of services were provided on-line from which 5,183 individuals and 947 of legal entities benefited. 60% of the employees of public administration institutions use computers during the course of their daily activities. The indicator for the first level of public administration institutions is 100%, whereas the share of positions equipped with computers is significantly lower for level 2 and level 3 (52% - 47% respectively). Around half of the employees of public administration institutions use the Internet at their work place. The share of ICT professionals employed in public administration institutions does not exceed 8% of the total personnel. At level 1 the number of male employees in ICT is higher than the number of employed women. The same was observed for employees at level 229

2, while the situation for level 3 is reversed. 80 civil servants were involved in developing ICT strategies; the number of women was about equal to that of men. 280 civil servants were trained in the use of ICT, including 163 women. In order to carry out primary research into the promptitude of e-mail responses 238 messages were sent to public addresses: 144 women (60.5%), 68 men (28.6%) and 26 (10.9%) unknown gender. 60 respondents (25.2%) confirmed receipt of the message with a response time equal to approximately 1.47 days, 13.9% of addresses were found missing (failed) and 145 respondents (60.9%) failed to answer at all. 24% of public administration institutions (PAI) are connected to an Intranet, including 100% of PCA and regional institutions, which use local networks and government intranet to share resources, exchange documents, e-mail, etc. 80% of PAI are connected to the Internet, including 100% for PAI levels 1 and 2, and 78% for PAI level 3. 40% of PAI have dial-up Internet access, 28% fixed broadband, while every tenth institution is connected to the Internet via broadband speeds of over 2 Mbps (including 75% of level 1 institutions and 40% of level 2) and 2% of institutions have Internet access over 2 Mbps via mobile broadband. The data collected from administrative sources, including official statistics, are displayed in the table below.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Code

Indicator

2005

EG1

Percentage of public administration employees that use a computer at their work place.

N/A

EG2

Percentage of public administration employees that use the Internet at their work place.

EG3

Percentage of public administration institutions that have a web location.

4.8

EG4

Percentage of public administration institutions that have an Intranet.

EG5

Number and percentage of public administration institutions that provide services available through mobile phone technology.

N/A

5 4%

EG6

The percentage of ICT professionals employed within public administration institutions.

0.83

N/A

EG7

Percentage of intrusion and disruption of networks and the websites of public administration institutions.

N/A

15%

EG8

Number and percentage of total spam e-mail messages received.

N/A

169 31%

EG9

Percentage of the total ICT expenditure of public administration institutions.

3.4

N/A

EG10

Percentage of open source software products.

2.2

N/A

EG11

Type of applications and their percentage: 1) Word processors 2) Accounting 3) Databases 4) Web locations

N/A

EG12

Percentage of public administration institutions that offer on-line services and the type of these services, for example: download and print on-line forms, use interactive on-line forms, on-line offers, on-line payments, completing tax applications on-line, on-line company registration, on-line vehicle registration, complaints recorded on-line, on-line public systems and on-line feedback.

N/A

230

2006

2009

77 12 9 2

Part III:

Country ICT Profiles

Code

Indicator

2005

2006

2009

EG13

Operation of information systems of public administration institutions.

N/A

EG14

Performance of service provision of public administration institutions.

N/A

11 srv

EG15

Productivity and efficiency of public administration employees, in percentage terms.

N/A

EG16

Percentage of public administration institutions that use computers.

100

Percentage of public administration institutions that have Internet access, including access type:

Narrow band

2) Fixed broadband connection

EG17 Mobile broadband connection

4) â&#x2030;Ľ 2Mbps broadband

Entirely dial-up or broadband

EG18

Number and percentage of basic services fully available on-line (for households and businesses).

EG19

The level of on-line sophistication of governmental websites, in percentage terms: 1) Information presence 2) One-way interaction 3) Two-way interaction 4) Transactional interaction 5) Personalisation

Table 33: Indicators of ICT usage in public administration in Moldova Source: The Report on eDevelopment of the Republic of Moldova 2009 UNDP.

231

11 55

N/A

15 7

51 14 21 7 7

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 23.5 Utilisation of ICT within education The major indicators related to the utilisation of ICT within education in the Republic of Moldova. • Percentage and type of Internet access in schools: - Total 95%; - dial-up 31%; - fixed broadband connection 45%; - mobile broadband connection 7%; - ≥ 2Mbps broadband connection 12%; - other 5%. • Structure and capacity of the national academic network: - the national academic network (RENAM) was established. • Number of pupils/students per computer: 15. • Number of pupils per computer in primary and secondary schools: 54 / 12. • Number of students per computer at university: 14. • Percentage of male and female students that use a computer at university: 100%. The following text provides more detail on the utilisation of ICT within education in the Republic of Moldova. The indicator values on ICT usage in education on 1st July 2009 are presented. The indicators ED4, ED6, ED9 and ED11 reflect the development and usage of ICT facilities. The ED12 indicator reflects the presence of educational institutions’ webpages on the Internet. 232

ED8, ED13 and ED14 indicators describe aspects related to the qualifications of teachers who are to initiate ICT and he use of computers and the Internet in their teaching activities. The proportion of students in ICT specialisation is reflected by the indicator ED7. The Investment aspect for ICT in education is reflected by indicator ED15. The percentage of educational institutions using different types of IT applications is reflected by indicator ED16.

Part III:

Country ICT Profiles ISCED level

Code

Indicators

ED4

Number of pupils/students using one computer.

The percentage of educational institutions that use Internet access.

100

1) Dial-up connection.

2) Fixed broadband connection.

3) Mobile broadband connection.

4) â&#x2030;Ľ 2Mbps broadband connection.

ED6

The percentage of pupils/students that have Internet access at their educational institutions.

ED7

The percentage of students studying ICT.

N/A

ED8

The percentage of teachers in educational institutions that have an ICT degree.

ED9

The percentage of educational institutions equipped with computer rooms.

100

ED10

Percentage of educational institutions that are equipped with local computer networks.

ED11

The number of pupils/students using one computer that has Internet access.

ED12

The percentage of educational institutions that have their own webpage.

ED13

The percentage of teachers that use a computer in the teaching process or during the preparation of lessons.

ED14

Percentage of teachers that use the Internet (home/ work) to prepare lessons.

ED5

233

Total

eGovernance and ICT Usage Report for South East Europe - 2nd Edition

ED15

Percentage of ICT expenditure in proportion to the total expenditure of an educational institution.

N/A

The usage of computers by educational institutions, including the percentage of institutions that use IT applications:

ED16

•

Accounting

100

•

Staff management

•

Recording and control of the document flow and the execution of decisions

•

Operational activities (decision making, production and similar)

•

Other

Table 34: Indicators on ICT usage within education in Moldova by 1st July 2009. Source: The Report on eDevelopment of the Republic of Moldova 2009 UNDP.

The percentage of female and male students that use a computer at university was not part of the research. The curricula in both primary and secondary educational institutions include ICT subjects. The level of equipment of educational institutions with computers is characterised by the number of pupils/students per computer. At the country level this indicator is 15 pupils/students per computer. In relation to the level of education, the best-equipped, in computers terms, is the secondary cycle: with 11 users per computer. 93% of educational institutions have equipped computer rooms. Level 4 institutions have fully equipped computer rooms, while level 1 have computer rooms at a rate of only 50%. About 90% of all schools in Moldova have computer 234

cabinets for basic informatics and computer engineering, which are equipped with 16,200 computers; of these, 12,400 are used to form the common school networks and 35.9% of the total number have Internet connectivity. The total number of equipped computers in the academic year 2008-2009 increased by 15.4% when compared to 2007-2008. On average 27 pupils are granted computer seats, while this number reaches 30 in urban areas and around 25 in rural areas.

Part III:

Country ICT Profiles

Chart 32 : The number of computers in schools in Moldova (thousands) Source: The UNDP Report on eDevelopment of the Republic of Moldova 2009.

institutions (54% and 19% respectively). At the same time pupil access to Internet resources was higher in urban areas (73%) and the centre of the Republic (75%). Nevertheless, the level of equipment of educational institutions in urban areas, with computers connected to the Internet, was lower in comparison to rural areas. Thus, if the number of pupils from a village who have access to a computer connected to the Internet was around 16 this number grew to 21 in urban areas. Also, the highest level recorded for computer availability was at the secondary education level: 14 pupils per computer. Out of the total number of educational institutions 31% had a web location. Urban schools were more frequently present in cyberspace (50%), with 42% in the centre of the Republic. As the level of educational institutions increased the share of institutions with web locations also grew. All institutions of higher education had websites. Useful information resources within education are present on the website of the Ministry of Education (http://www.edu.gov.md) and the site of the National Council for Accreditation and Certification (http://www.cnaa.md). In August 2009 the National Catalogue of Web Resources (ournet.md) listed the following number of websites, per category, under the “Education” section: • 48 environmental education; • 62 higher education; • 19 language courses; • 37 courses and training Centres.

82% of schools have a local area network, most often this utility is found in 3rd (87%) and 5th (88%) level ISCED institutions. Most schools use computers in order to monitor staff records (50%) and operational activities (47%). They are also extensively used for accounting and to track the flow of documents (46% of institutions for each). 25% of teachers use computers in educational institutions; most often they are used by teachers in urban areas (27%) and those working on level 4 studies (31%). 95% of the institutions that participated in the study were connected to the Internet; however, the largest share of institutions connected to the Internet was found in urban areas (99%). In regard to the level of education, all level 5 institutions were connected to the Internet. The most common types of Internet connections were fixed broadband with speeds over 256 Kbps (45%) and dial-up (31%), while 12% of schools were connected to broadband Internet with speeds in excess of 2 Mbps. Dial-up connections were prevalent in rural areas (54%), The area of national education resources (textbooks, while the two other types were most often used by urban courses, electronic laboratories available ) on-line is 235

eGovernance and ICT Usage Report for South East Europe - 2nd Edition still very sparsely populated. Connection to the Internet for level 1-3 educational institutions is provided mainly by JSC Moldtelecom and for levels 4-6 by the association RENAM. Some educational institutions are connected to the Internet through commercial private infrastructure providers. The association RENAM provides network connectivity to 9 universities and 5 colleges located in Chisinau and Balti. Chisinau has 12 nodes through the RENAM network access points. These nodes are connected via optical fibre with a capacity of 100 Mbps or 1 Gbps. Currently the RENAM connection channels possess external information system technology and satellite radio stations. Over the last 5 years external bandwidth has increased from 4 Mbps to 300 Mbps. The dynamic of growth for the RENAM network’s external connectivity capacity in 2003-2008 is shown in the Chart below.

Chart 33: The dynamic of growth for the RENAM network external connectivity capacity Source: The UNDP Report on eDevelopment of the Republic of Moldova 2009.

236

Increased integration of the RENAM network infrastructure with the GEANT network, via the optical channel network connection with the RoEduNet network, will allow for the exchange of information at an initial speed from 1-2 Gbps to 10 Gbps over growth potential. Of all the teachers employed in educational institutions 13% are ICT qualified; the highest proportion of these are to be found in level 4 studies (20%). ICT specialisations were chosen by 4% of students, most frequently by men (6%). During the 2008-2009 year 55% of schools invested in ICT. Institutions in urban areas invested in ICT more often (63%). In regard to the institutional level, most investments were made by universities (94%); the average level of investment by educational institutions in this sector amounted to 12% of their annual budget. Corporate education is also developed in Moldova and promoted by renowned ICT companies and by international expansion. This provides for Internet assisted education programmes and prestigious knowledge certification, which is recognised worldwide. In recent years a series of structures have been created: • the regional and local Cisco academies and the associations DNT, RENAM, SA Moldtelecom, TUM, SE IDSI, UCCM and ULIM; • the Microsoft Academy ASEM; • the ESRI GIS Certification Centre TUM; • the Linux Certification Centre at TUM; • the Autodesk Certification Centre at TUM.

Part III:

Country ICT Profiles

Improvements have been made within the ICT sector in regard to education and certain observations can be made: • number of pupils/students per computer has been reduced from 40 down to 15, but this is still nearly twice the average in the EU27; • many schools use computers for accounting and operational activities. Computers are used for study purposes by every fourth teacher and every tenth teacher uses the Internet during preparation for lessons; • most educational institutions are connected to the Internet; • every third educational institution has a web location. More often they are located in urban areas and institutions for higher education. In digital form the area of national educational resources is extremely sparsely populated; • during the year 2009 every second educational institution on average invested 12% of its annual budget in the ICT sector .

23.6 Know-how and human resources In Moldova information technology cannot simply be added to the curriculum as a simple subject, but must be a fully integrated service at all levels of education. Participants in educational must be trained to cope with the changes and innovations. The use of computers in schools should not be restricted to the disciplines of computer science, but must find its place within other disciplines in a rational and mature manner, while centralised 237

web applications committed to education should be developed, both for pupils and teachers. In relation to preventing the brain-drain and fostering a successful ICT business climate there have been some encouraging developments through the Law on the Basic Principles for the Regulation of Entrepreneurial Activity, as well as through tax breaks. This Law, promulgated in May 2008, provides the principles and mechanisms for state regulation of business activity and requires a streamlined framework as well as an impact assessments in order to ensure compliance. The Government has also provided IT firms two tax breaks over five years. Firstly, they pay social insurance based on a flat predetermined rate of MDL 1,000 per employee, which is lower than the average graded rates. Secondly, they are exempted from income tax if they are not in debt to the State and generate more than half of their revenue through sales of their own manufactured software. Two laws, designated to review and simplify the regulatory framework for business development, were adopted: Gilotina 1st (2004) and Gilotina 2nd (2006). Taxes are not applied to those companies with reinvested revenue. Under the National Strategy and Action Plan “eMoldova” the chapter eCulture provides for the digitalisation of Libraries. In 2008 the Integrated Information System of Moldova’s Libraries (SIBIMOL) was launched. Through its portal it will provide users in Moldova with access to the collective catalogues, databases and electronic resources of countries around the world and similarly allow access for all countries to the National Collective Shared Catalogue (NCSC) and other electronic resources contained in Moldovan libraries.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition SIBIMOL will integrate the information libraries of Moldova into a national network via the Internet. The basic integration section of the system will be the National Collective Shared Catalogue, which will reflect the collections and databases of all of Moldova’s libraries and make them accessible to every locality: in libraries and at home. Every inhabitant in every town or village will be able to search via the Internet for the publications that he or she needs and then order them through an automated module for interlibrary loan. At the second stage of project implementation the reader in a locality library or from his/her home PC will be able to order complete texts of articles, chapters or pages from books, images, photographs, audio recordings and similar from the Virtual Library of Moldova, which will be one of the component parts of the system. In 2007, through the support of the European Commission and the European Foundation of National Libraries, the creation of the National Digital Library of Moldova began, using for this purpose the Green Stone IT application provided by UNESCO. By the 1st July 2009 a total of 300 books had been scanned from the collection “Basarabiana” along with about 2,000 books published between 1924 and 1940. The Register of Museums of Moldova contains information on 88 museums. The Heritage Museum of Moldova amounts to approximately 700,000 units. Under the “Museums of Moldova” Project, launched in 2000, a database was created containing information on 16,086 pieces of music, which constitutes 55% of the total music held by the Fund of the National Museum of Ethnography and Natural History. “Memory of 238

Moldova” was launched with the aim to start the digitalisation of about 15,000 pages that are in a poor physical condition. On the 1st July 2009 the Database of the Information System of the Heritage Museum of the National Museum of Archaeology and History of Moldova included 73,859 items of property, which comprise approximately 40% of the basic inventory of the museum. Under “DocPat 2000” the National Museum of Art of Moldova created a database of movable cultural heritage and documentary archives, including 6,781 pieces of heritage. A digital archive of publications was created, which includes 17 CDs. The video archive contains material on 80 topics. A database has been created for the digitalisation of works from the cinema and music. In 2008 a process to digitalise locally produced movies began. By 1st July 2009 10 films, 68 cartoons, 91 documentaries and the historic chronicles (1941-1945) of the National Archives of Moldova on Film had been digitalised. Overall 12% of the inventory of films by the Moldova Film Studio have been digitalised: 235 films have been recorded on DVD, including 70 feature films and 155 documentaries made by the Moldova Film Studio. A virtual gallery of contemporary art in Moldova (www.arta.neonet.md) comprising 500 works by over 50 well known masters of the arts and decorative arts from Moldova was launched. In addition virtual galleries of art were launched: The Virtual Art Gallery “Bessarabia” (www.angelfire.com/journal/usc), the Art Gallery (www.iatp.md/gallery), Gallery.md (www. gallery. md), Moldovart (www.moldovart.md) and the Gallery of Pieces of Coral (coral.art.md) etc.

Part III:

Country ICT Profiles

23.6.1 Institutions Related to eGovernance Development Institution

website

e-mail

Tel number

Responsible person

Area of responsibility and achievement

Ministry of Information and Communications Technology

www.mtic.gov.md

mtic@mtic.gov.md

+373 22 238-476 +373 22 251-129

Mr Alexandru OLEINIC, Minister Ms Dona ȘCOLA, Deputy Minister

Policy, Strategy and Evaluation.

office@anrceti.md

Tel.: +373 22 251-317 Fax: +373 22 222-885

Mr Sergiu SÎTNIC, Director Mr Ion POCHIN, Deputy Director Mr Iurie URSU, Deputy Director

Regulation and monitoring.

Mr Theodor CICLICCI, General Director Mr Ion MADAN, Technical Director

Frequency management on behalf of the MICT.

Mr Alexandru DONOS, General Director

Digital signature, Government network management and security.

Tel.: +373 22 542-500 Fax: +373 22 544-956

Mr Pavel CHIREV, Administrator Mr Mihai GRECU, Development Manager

Registration and management of country Internet domain names “.md”, eAdministration and eGovernment solutions.

+373 22 504-664 +373 22 257-070

Mr Vladimir MOLOJEN, General Director Mr Pavel BUCEAŢCHi, Prime Deputy Director-General

Development and management of 4 main registers for the country: Population, Companies, Transport Means, Drivers.

Mr Victor BESLIU, Head of IT Department

2 faculties with ICT profiles, as well as a training centre and the Centre for Testing Public Administration Employees in eGovernment, Certification Centre Linux, the ESRI Certification Centre in GIS, Autodesk Certification Centre etc.

Ms Angela COLATCHI, Vice-Rector

Training, testing and certification of public administration employees in eGovernment Centres.

National Agency for the Regulation of Electronic Communications and Information Technology

www.anrceti.md

National Centre for Radio Frequencies (CNFR)

http://www. mtic.gov.md/ main_gis_md

cnfr@cnfr.md

Tel.: +373 22 735-364 Fax: +373 22 733-941

The state enterprise “Centre for Special Telecommunications” (CTS)

www.cts.md

cts@cts.md

Tel.: +373 22 820-900 Fax: +373 22 820-930

The state enterprise “Molddata”

The State Information Resource Centre “Registru”

The Technical University of Moldova

The Academy of Public Administration

www.molddata. md

www.registru.md

www.utm.md

www.aap.gov.md

office@molddata. md

registru@registru. md

utm@adm.utm.md

+373 22 237-861

aap@aap.gov.md

Tel.: +373 22 723-830 Fax: +373 22 723-863

239

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Institution

website

e-mail

Tel number

Responsible person

Area of responsibility and achievement

The State University of Moldova

www.usm.md

mail@usm.md

Tel: +373 22 577-401 Fax: +373 22 244-248

Mr Gheorghe CIOCANU, Rector

Distance Learning Centre.

The Academy of Economic Studies of Moldova

www.ase.md

inform@ase.md

Tel: +373 22 402-845 Fax: +373 22 245-257

Mr Ion BOLUN, Dean

Microsoft Academy.

The Institute of Mathematics and Computer Science of the Academy of Science

www.math.md

imam@math.md

+373 22 727-035

Ms Svetlana COJOCARU, Deputy Director

Research in the field of Computer science.

The Information Society Development Institute

www.idsi.md

support@idsi.md

Tel.: +373 22 738-774 Fax: +373 22 733-301

Mr Igor COJOCARU, Director

Focal point for projects for FP7 for ICT. Development of information systems.

Company “BCI”

www.bci.md

office@bci.md

Tel: +373 22 237-474 Fax: +373 22 203-464

Mr Mihai ROȘCOVAN, Director

Consultancy services.

Magenta Consulting

www.consulting. md

magenta@ consulting.md

+373 22 220-478

Mr Dumitru SLONOVSCHI

Consultancy services.

The SOROS Moldova Foundation

www.soros.md

dchitoroaga@ soros.md

Mr Dumitru CHITOROAGA

Funding e-Governance programmes and Public Internet Access Points.

BIS Company

www.bis.md

Andrei.Chitanu@ bis.md

+373 226-940

Mr Andrei CHITANU

Analytical and strategic resources.

The Centre for Sociological, Political and Psychological Analysis and Investigation (CIVIS)

www.civis.cc

civis@moldnet.md

Tel: +373 22 227-686 Fax: +373 22 212-796

Mr Ruslan Sintov

CIVIS is a nongovernmental research centre.

Mr Veaceslav KUNEV

Development and integration of IT applications, website development solutions, design and interactive applications, and mobile solutions.

Slavans Grafica -“Deeplace”

www.deeplace.md

office@deeplace. md

+373 27 53-15-112

+373 22 271-282

Table 35: Institutions Related to eGovernance Development in Moldova

240

Part III:

Country ICT Profiles

23.6.2 Major Providers of eGovernance Solutions Company

website

e-mail

Alfa-XP

www.alfa-xp. com

yury@alfa-xp.com

DAAC-System

www. daac-system

info@daacsystem.md

Phone number

Responsible person

Area of responsibility and achievement

+373 508-533 +373 69 164-413 Mob.

Mr Iurie Coroban, Director

eGovernance solutions. A range of projects both within Moldova and abroad.

Mr Carauş Oleg

Software solutions, Data, voice, video networks; Computer Centres, Information security system, Corporate computer systems and Web solutions.

Mr Vasile NEDELCIUC, General Director

Endava is an IT services company with delivery centres in the UK, US and Eastern Europe. We design, implement and manage businesscritical systems and digital services for some of the world’s leading financial services, telecommunications, media and professional service organisations.

Тel.:+373 22 509-709 Fax:+373 22 509-710

Endava

www.endava. com

bco@endava.com

Slavans Grafica -“Deeplace”

www.deeplace. md

office@deeplace. md

+373 22 271-282

Mr Veaceslav KUNEV, President

Development and integration of IT applications, website development solutions, design and interactive applications, mobile solutions and automatic control systems.

S&T Mold

www.snt.md

snt@snt.md

+ 373 22 218-600

Mr Alexander Kopanski, Director

IT-Consulting, infrastructure solutions, IT-Outsourcing support and medical IT solutions.

Mr Pavel CHIREV, Administrator Mr Mihai GRECU, Development Manager

Registration and management of country Internet domain names “.md”.

Mr Alexandru DONOS, General Director

Digital signature, government network management and security.

The state enterprise “Molddata”

www. molddata.md

office@molddata. md

Tel.: +373 22 542-500 Fax: +373 22 544-956

State enterprise “Centre for Special Telecommunications” (CTS)

www.cts.md

cts@cts.md

Tel.: +373 22 820-900 Fax: +373 22 820-930

241

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Company

website

e-mail

Phone number

Responsible person

Area of responsibility and achievement

Development and management of 4 main registers for the country: Population, Companies, Transport Means, Drivers.

The State Information Resource Centre “Registru”

www.registru. md

registru@registru. md

+373-22 504-664 +373-22 257-070

Mr Vladimir Molojen, General Director Mr Pavel Buceaţchi, Prime Deputy Director

Allied Testing

www. alliedtesting. com

info@ alliedtesting.com

Tel.: +373 22 279-334 Fax: +373 22 279-336

Eugen Calamaga

A full range of QA capabilities ranging from process audit and strategy consulting to implementation and ongoing service delivery.

QSystems

www. qsystems.md

andrey.aydov@ qsystems.md

+373 22 221-009

Mr Andrei Aidov, Director

Retail© mass payments service technology became a programme services interaction system in real time, working in the distribution area and supporting the entire cycle, including creation, presenting and payment of financial orders.

Softcom S.A.

www.syscom. md

cvv@syscom.md

Tel.+373 22 563-306

Mr Ciclicci Vladimir, President

System integrator.

Accent Electronic

www.accent. md

main@accent.md

+373 22 234-569

Mr Vladimir Russu, President

IT Solutions for corporate clients.

Dekart

www.dekart. com

info@dekart.com

+373 22 245-580

Alex Railean

A developer of trusted data protection tools.

info@msys.md

+ 373 22 256-036

Valeriu Nastasenco, Director

System integrator and software solutions.

Master Systems

Ritlabs

Romsym Data Moldova

www.ritlabs. com

www.romsym. md

office@ritlabs. com

+373 22 808- 404

Maxim Masiutin

IT solutions company The Bat! is a popular e-mail client that allows work with an unlimited number of mailboxes, has powerful sorting filters, fully customisable message templates, Mail Dispatcher and many more features.

info@romsym.md

+ 373 22 211-855

Mihai Rusu, Director

Complex security IT Solutions.

Table 36: Major Providers of eGovernance Solutions in Moldova

242

Part III:

Country ICT Profiles

23.7 Major Projects Related to eGovernance Development Responsible Institution

Responsible person

Contact details

Building eGovernance in Moldova: UNDP-Government of Moldova project

The project supports national institutions in applying information and communication technology (ICT) to public administration systems and processes by advancing new solutions aimed at better public service delivery and more transparent decision making.

Ministry of ICT

Ms Dona Scola, Deputy Minister Mr Ion Cosuleanu, Project Manager

www.mtic.gov.md www.undp.md dona.scola@mtic. gov.md ion.cosuleanu@ undp.org

”eDeclarations”

Electronically reporting via the Internet with digital signature application. Created with the support of the UNDP eGovernance Project.

Fiscservinform The State Tax Service

Mr Vitalie Coceban, Director

www.fisc.md vitalie.coceban@ fisc.md

“Quick Declaration”

Reporting method using two-dimensional bar codes, developed through the technical assistance of USAID and BIZTAR.

Fiscservinform The State Tax Service

Mr Vitalie Coceban, Director

www.fisc.md vitalie.coceban@ fisc.md

”Tax Cadastre”

Implementation of the Information System.

Fiscservinform The State Tax Service

Mr Vitalie Coceban, Director

www.fisc.md vitalie.coceban@ fisc.md

The Possibility of Job Search”

Job Search conducted through the portal of the National Employment Agency.

National Employment Agency (ANOFM)

Mr Ion Holban, General Director

www.jobmarket.gov. md ANOFM@mdl.net

Information on Social Services

An electronic services for access to contributor personal accounts. The project was assisted by the USAID BIZTAR Project.

National House of Social Insurance

Ms Maria Borta, Chairwoman

www.cnas.md

”Personal Documents”

Issuing personal documents: ID card, national passport, driving license, car registration and requests for a second passport by a citizen of the Republic of Moldova.

The state enterprise ”Registru”

Mr Vladimir Molojen, General Director

www.registru.md

”Request for Civil Status Documents”

Through this electronic service citizens are able to order copies of the following documents: birth certificate, marriage certificate, divorce certificate, change of surname and or first name certificate and a death certificate.

Civil Service Office

Ms Lucia Ciobanu, Director

http://e-services.md/ ssc_ar01/

Project Title

Brief Description

243

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Project Title

Brief Description

Responsible Institution

”Police Statements”

An eService for requests and complaints related to the police.

Ministry of Home Affairs

www.mai.gov.md

The Integrated Library Information System Project (SIBIMOL)

An eService for access to public libraries (online catalogues, search tools and electronic books). Implemented with the support of the Soros Foundation Moldova.

National Library

www.bnrm.md

Receipt and processing of on-line petitions.

The County of the Centre sector of Chisinau Municipality and the state enterprise ”MoldData”

Ms Angela Caraman, Secretary of Centru County

caraman@ chisinaucentru.md

Electronic management of petitions.

The State Chancellery and the state enterprise ”MoldData”

Ms Maria Isaico

petitii@gov.md

Information System ”Document Management”

Electronic document management.

The Office of the Prosecutor General and the state enterprise ”MoldData”

Mr Veaceslav Soltan

www.procuratura.md

Registry of NGOs (RSON)

NGO management.

Ministry of Justice

Mr Alexandru Tanase, Minister

http://rson.justice. md /organisations

National Digital Library “Moldavica”

A large project for the digitisation of the Heritage National Library.

National Library

Mr Alexei Rau, Director

http://www.bnrm. md/web/index. php?lang=ro&pid=dbnnrm

Electronic Licensing Register

With the assistance of the USAID Business Regulatory and Tax Administration Reform Project (BIZTAR), the Licensing Chamber of Moldova has published a full register of licenses for all firms, which includes contact information and license expiration dates. The register can be accessed via the Internet or at a touch-screen information kiosk in the customer service area in Chisinau.

Chamber of Licensing

Ms Lilia Palii, Director

http://www. licentiere.gov.md/

Information System ”On-line Petitions”

Information System ”Petitions Management”

244

Responsible person

Contact details

Part III:

Country ICT Profiles

Project Title

Brief Description

Responsible Institution

Responsible person

Contact details

Access to the Personal Accounts Project (SI ACCESS SPAS)

With the assistance of the USAID Business Regulatory and Tax Administration Reform Project (BIZTAR), the Access to Personal Account Project is being implemented.

National Office of Social Insurance

Ms Maria Borta, Chairwoman

http://www. cnas.md/lib. php?l=ro&idc=296&

Financial Management Information System

This component of the “Management of Public Finances” Project was supported by the World Bank.

Fintehinform Ministry of Finance

Ms Elena Saharnean, Administrator

http://www.mf.gov. md/ro/istitutii/ fintech/

Integrated Information System of Accounting for public Authorities

An information system based on the Platform 1C (SIIECAP) in accordance with Moldovan legislation and the accounting norms that are in force.

Ministry of Finance and the State Treasury, Fintehinform

Ms Elena Saharnean, Administrator

http://www.mf.gov. md/ro/istitutii/ fintech/

Table 37: Major Projects Related to eGovernance Development in Moldova

23.8 Active Donors in the Area of eGovernance and ICT

•

The most active Donor in the area of eGovernance has been and remains the UNDP. The SOROS Foundation has supported several UNDP and Government of Moldova projects including the development of the National Strategy and the Action Plan “Electronic Moldova” (http://www.gov.md/) (http://www.mdi. gov.md/info21_en). The following activities were prepared through their joint assistance: • assessment of eReadiness for 2004, 2005, 2006 and partially for 2007 (http://en.emoldova.md/) and the 2009 eDevelopment reports; • eGovernance Concept (http://en.e-moldova. md/projects-achievements); • the standard requirements for the development of public authorities’ webpages (http://www. 245

• •

•

• •

•

mdi.gov.md/norm_acts/); Regulation on the Interoperability of Public Authorities in the Process of Providing Electronic Services (Draft), 2006; Draft Policy Paper on OS/FOSS (2006-2007); development and implementation of the eDeclarations System (www.fisc.md) (2007-2008); development of the eGovernance Portal Concept (http://en.e-moldova.md/projects -achievements); development of the eStatistics Reporting System Concept (2008-2009); IT Skills Supply - Demand Gap Analysis (in cooperation with the USAID funded CEED Project) 2007; provision of learning (and distance learning) ICT tools for the creation of the Academy of Public Administration (methodological norms,

eGovernance and ICT Usage Report for South East Europe - 2nd Edition manuals, evaluation and certification tools) 23.9 Important Events Related to eGovernance (www.aap.gov.md), (http://en.e-moldova.md/ projects-achievements), 220 public servants 2007 were trained; • Exhibition “Cominfo” 2007. • establishment of Public Internet Access Kiosks • International Conference “BIT+” 2007. within 8 local public authorities; • Information Technology Week 2007. • revision of the concept of the State information • The 5th International Conference on “Microsystem “Elections” and preparation of technical electronics and Computer Science”. specifications for an electronic register of voters. The USAID CEED Project aimed to strengthen competi- 2008 • Implementation of the eDeclaration System in tiveness in the ICT sector by supporting the creation 2008. of the Association of Private Companies in ICT (ATIC). • Exhibition “Cominfo” 2008. The other USAID project, BIZTAR, assisted the main • International Conference “BIT+” 2008, April tax authority to create a Quick Declaration Service. The 2008. World Bank has been active in analysing the ICT sector • Information Technology Week 2008. in Moldova: issuing the Moldova Telecommunications • The Second International Conference on “TelDiagnostic Note in August 2008 and organising the ecommunications, Electronics and Informatparticipation of representatives from public authoriics”, 15-18 May 2008. ties in webcasted knowledge share conferences from • The Eleventh CEI Summit Economic Forum and different countries. In December 2009 the World Bank the Fifth Moldovan International Investment Country Office in Moldova organised the Policy WorkForum, held in Chisinau, Moldova, 8-9 October shop “Transforming the Nation with ICT: Sharing the 2008. Singapore Experience“, which had a high level of • Roundtable discussion organised by the Acadparticipation including several ministers and headed emy of Science, the Ministry of Information by the Prime Minister. Development and the Ministry of Education: Through the project “Moldova: Communications “Modernisation Process of Training in InforRegulatory Development” the EBRD is assisting the mation Technology and Communications”, 30 National Regulatory Authority to implement the new October 2008. Electronic Communications Law (2007), which moves the country’s communications policy and regulatory framework towards harmonisation with that of the European Union. 246

Part III:

Country ICT Profiles

2009 • International Forum of Information Technology and Public Administration (ITGOV-2009). • Electronic Services Forum, March 2009. • Conference on regional ICT infrastructure development in Moldova (2001-2008), April 2009. • Exhibition “Cominfo” 2009, 1-4 April 2009. • Presentation of the ATIC “Policy White Book”. • World Telecommunications and Information Society Day, 17 May 2009. • International Conference “ICT+” 2009, May 2009. • Information Technology Week 2009, May 2009. • International Conference “Fostering Scientific and Research Co-operation between Eastern Europe, the South Caucasus countries and the EU”, held in Chisinau, the Republic of Moldova, 19 June 2009. • Ministry of Education Conference: “Promoting Information and Communications technology within Education”, 26-27 June 2009. • 6th ICMCS Conference 2009, held at the Technical University of Moldova, October 1-4, 2009. • ITU-D Regional Development Forum for the Euro and CIS Region “NGN and Broadband, Opportunities and Challenges”, held in Chisinau, Moldova, 24-26 August 2009. • The annual conference “Access to Information: Legislation, Reality, Perspectives”, 28 September 2009. • Implementation of the eLearning system for public servants, December 2009. • Preparation of the eDevelopment Moldova 247

Report for 2009. • Development of the first revised version of the National Strategy eMoldova 2.0. 2010 • The International Conference “Information Technology, Systems and Networks”, ITSN-2010, February 2010. • “MOLDOVA Development 4 ICT. Empowering Development through information technology”, 30-31March 2010. • Information Technology Week 2010, May 2010. • “ICT for Better Governance” Conference, held in Chisinau, 19-21May 2010. • Third International Conference ICTEI 2010 “Telecommunications, Electronics and Informatics”, 20-23 May 2010. 2011 • Information Technology Week 2011, May 2011.

Montenegro

24.1 Legal Infrastructure It is stated in the Strategy for Information Society Development 2009-2013 (Legislative framework and objectives until 2013) that for the establishment and development of an information society, besides an optimal organisational structure, it is necessary to create an appropriate legislative framework. This includes adopting and/or improving legislation in several areas: telecommunications, the Internet,

eGovernance and ICT Usage Report for South East Europe - 2nd Edition electronic signature, protection of information and privacy, etc. Throughout the entire process of creating an institutional and legislative framework an extremely important task has been its harmonisation with EU legislation and the deployment of a system that will ensure the effective implementation of these regulations. In accordance with this, as well as earlier efforts of Montenegrin institutions in this field, a number of laws have already been adopted and some are in the final phase of preparation or adoption.170 • Law on Electronic Signature.* • Law on Electronic Commerce.* • Law on Electronic Documents. • Law on Application of Legal Acts for the Protection of Intellectual Property Rights. • Law on Electronic Communications. • Media Law. • Broadcasting Law.** • Media Electronic Law (Draft). ** • Law on the Public Broadcasting Services of Montenegro. • Law on the Switch over from Analogue to the Digital Terrestrial Broadcasting System (Draft). • Law on Freedom of Access to Information. • Information Secrecy Law, Information Security Law (in the procedure of adoption). • Law on the Protection of Unpublished Data. • Law on the Modification of the Law on the Protection of Unpublished Data. • Law on Personal Data Protection. • Rulebook on the Conditions for the Construction of Telecommunication Networks. 170

Laws and regulations can be found on the following websites: www.gov.me, www.skupstina. me, www.pkcg.org in Montenegrin and some in English.

248

• Rulebook on the Common Usage of the Telecommunications Infrastructure. • Rulebook on Access and Interconnection. • Law on the Confirmation of the Convention on Cybercrime. • Law on the Confirmation of an Additional Protocol to the Convention on Cybercrime. • Law on an Addition to the Law on Electronic Communications. • Law on Additions to the Law on Personal Data Protection. Please note: * The Law on Modification and Addition to the Law on eSignature and the Law on Modification and Addition to the Law on eCommerce are in the preparatory phase. ** After the adoption of the Media Electronic Law the current Broadcasting Law will no longer be valid.

24.2

Institutional Framework

In January 2009 the Government of Montenegro founded the Ministry for Information Society, with the following mission and responsibilities: research and analysis of ICT and the eGovernance environment, to propose and implement policies and laws applicable to information society development domain, development and implementation of strategies and action plans; development, implementation and maintenance of information systems for the state administration, project management and the monitoring of ICT and eGovernance and similar. Establishment of the Ministry for Information Society, as an umbrella institution, created the prerequisites for

Part III:

Country ICT Profiles

the clear definition of responsibilities and the structured coordination of information projects in Montenegro, such as the implementation of major infrastructure projects, the promotion of information society, etc. However, it is important to stress that the development of an information society also requires efforts and activities undertaken by all government institutions, society, the public, NGOs and commercial enterprises, individuals, both national and international, aimed at harmonisation. Some other institutions that have authority over certain elements related to information society include: the Ministry for Maritime Affairs, Transportation and Telecommunications, the Agency for Electronic Communications and Postal Services, the Ministry of Culture, Sport and the Media, and the Broadcasting Agency. Regarding gender equality issues, ICT and eGovernance included, there are two bodies at the national level: the Office for Gender Equality, within the Ministry Internet penetration Year Overall (%)

2006

of Human and Minority Rights, and the Committee for Gender Equality located within the Parliament of Montenegro. Their mission is to create an environment for planning, initiation, implementation and the promotion of gender sensitive policies and laws; develop partnership relations, respect international standards for the achievement of equal rights and the possibilities and responsibilities of women and men in society. These institutions also have a role within the development of the information society through analyses, recommendations, action plans etc.

24.3 Accessibility General access to the Internet and the coverage and penetration of telecommunications networks have experienced substantial growth over the past few years. Some basic indicators are summarised below.

2007

2008

2009

23.9%

31.5%

38.5%

43.9%*

Households (%)

N/A

43.47%

54.59%

61.40%

Companies (%)

N/A

88.27%

90.88%

92.16%

* Estimation, September 2009

249

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Type of connection, as of December 2008* Type

Subscribers

Percentage

Dial-up

59,727

56.91%

ADSL

27,839

26.53%

WiMAX

5,520

5.26%

Mobile Internet

8,405

8.01%

375

0.36%

2,754

2.62%

328

0.31%

Leased Lines Hot-Spots KDS

* Trends for 2009 show a significant increase in the percentage of broadband, but not all data is available yet.

Penetration of fixed telephony Year Percentage

2006

2007

2008

2009

27.13%

28.43%

28.06%

29.32%

2006

2007

2008

2009

103.80%

168.67%

185.51%

208.69%

Penetration of mobile telephony Year Percentage

250

Part III:

Country ICT Profiles

The mobile network coverage is 99% of the populated territory or more than 75% of total the territory of Montenegro.

The IT function is organised as a sector/department within some institutions, such as the Ministry of Internal Affairs and Public Administration, the Ministry of Defence, the Ministry of Science and Education, 24.4 Utilisation of ICT in public the Ministry of Finance, the Ministry of Justice, the administration Human Resource Management Authority, the Taxation Administration, public (state-owned) funds and others. Generally, the usage of computers by government Some institutions have IT person(s) as administrator(s) officials/public servants depends on their role and or coordinator(s) and rely on support from the Ministry daily work and is mainly focused on the use of office for Information Society and sometimes from external applications, e-mail and the Internet. Presently, 3,243 contractors. officials have access to e-mail through a central server maintained by the Ministry for Information Society. Investment by the Government of Montenegro* in ICT Furthermore, all officials/public servants that use over the last three years is shown in the table below. budget financing are connected to the SAP system, which is administered by the Ministry of Finance. Year

Hardware Software & Services TOTAL

2007

2008

2009

Euros

% of budget

Euros

% of budget

Euros

% of budget

1,489,654.34

0.19%

4,600,920.73

0.51%

2,346,265.74

0.30%

794,113.28

0.10%

994,816.80

0.11%

908,019.67

0.12%

2,283,767.62

0.29%

5,595,737.53

0.62%

3,254,285.41

0.42%

* Not including local authorities, public funds or donations data for 2009 from the budget rebalance.

Table 38: Investment by the Government of Montenegro in ICT

251

eGovernance and ICT Usage Report for South East Europe - 2nd Edition E-mail usage and response times for institutions 1b. Process and results: state level (Ministries) responding to queries made by citizens A similar procedure was used for the state level. Of the 17 ministries we made a list of 208 available e-mail 1. Initiation addresses. The distribution problem was the same: In January 2010 we made a list of all e-mails for example one ministry had only 4 e-mails whereas available on the websites of municipalities (for local another had around 30. Out of these 208 addresses administration) and Ministries (for the state level). a total of 165 were correct and contained “@t-com. During this process we observed that some websites me” (this is a domain owned by a commercial service were undergoing changes, thus showing that there is provider) or “@gov.me” (the official government an ongoing activity to develop and improve content domain), while 43 were addresses from the former domain “@mn.yu”, which is no longer in use. However, and services. we tried to send e-mails to some of these old addresses 1a. Process and results: local administration in case there might be a form of redirection to the new (Municipalities) addresses, but we mostly received failure notifications. Out of 21 municipalities 5 of them did not have Accordingly, out of the 165 correct addresses we sent available e-mail addresses, while 3 of them (14.3%) 60 e-mails (around 36.4%) and received 28 (46.7%) did not have publically available websites and 2 (9.5%) answers: 23 replies were received on the same day did not have e-mail addresses on their websites. The that we sent the e-mail and 5 answered one or two total number of available e-mail addresses was around days later. 110 and the sample we used numbered 35 addresses or 31.8% of all available addresses. As distribution 24.5 Utilisation of ICT within education among municipalities regarding the number of e-mail addresses was not equal and often very varied to a As of 2009 the ratio of pupils per computer in primary large extent (for example, one municipality had one and secondary schools was 16:1. As of the end of the address while another had around 15) we developed a sample that included at least one address from each school year 2007-2008 the total number of pupils in municipality and proportionally more addresses from primary and secondary schools was 74,539, including those municipalities that had a larger list of addresses. 35,941 females (48.22%) and 30,764 (15,504 females Of the 35 e-mails that we sent we received 15 answers or 50.40%) respectively. In the school year 2008(42.9%), of which 12 answers were received on the 2009 the total number of students in Montenegro same day and 3 answers arrived one or two days later. was 20,490 (11,048 female or 53.92%) out of which 16,567 (80.85%) were at the University of Montenegro, while the number of students per computer was 9.5:1. More detail on ICT within education, including related 252

Part III:

Country ICT Profiles

subjects within curricula, is provided in the section eSEE Agenda Plus, Objectives. The basic access indicators are as follows: • 93.35% of the total number of pupils have an Internet connection in school; • 100% of schools that have a connection use broadband Internet access (11% have both wireless and ADSL); • 100% of secondary schools have an Internet connection; • 51.23 % of primary schools, that cover 90.55% of the total number of pupils, have an Internet connection. (Please note: Schools that do not have an Internet connection are located in sparsely populated rural areas with a small overall number of pupils, thus there is a large disparity between the total percentage of schools and pupils in relation to Internetconnection. This is an important aspect of this set of indicators, since it is significant that more than 90% of pupils in primary schools and 93.35% of the total number do have an Internet connection). • 78.40% of primary schools have a computer laboratory. • 100% of secondary schools have a computer laboratory. • The Montenegrin Research and Education Network (MREN) was established in 2005 and is in charge of the National Academic Network. Its members stem from all science and research institutions, 95% of institutions for 253

higher education, all campuses and libraries, academies of art and science, the Ministry of Education and Science and the Ministry for Information Society. The network is fibre-optic based.

24.6 Know-how and human resources Education and R&D institutions are organised through the Montenegro Research and Education Network (MREN). For more details please see the section on eSEE Agenda Plus, Objectives. In primary schools ICT subjects are mandatory in the 5th, 6th and 7th year (of a total of 9 years) with 1 to 1.5 lessons (45 minutes each) per week. In the 1st year of secondary school (of a total of 4 years) there are 2 lessons per week. Additionally, there are 3 optional subjects for primary schools (7th, 8th, 9th year) and 2 for secondary school (2nd and 3rd year). The number of pupils who take optional subjects has increased to 16% in primary and up to 9% in secondary schools. The Human Resource Management Authority is responsible for HR development at the national level (including ICT skills); its mission is to improve and promote human resource management systems in state authorities and to increase the professional capacity of their personnel. It runs a centralised information system for HR management that is used by approximately two thirds of all government departments.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 24.6.1 Institutions Related to eGovernance Development

24.7 Major Projects Related to eGovernance Development

The key institutions with subjects related to information society are listed below. • University of Montenegro: • Centre for Information Technology; • Faculty of Electrical Engineering; • Faculty of Economics; • Faculty of Natural sciences and Mathematics; • Faculty of Mechanical Engineering. • Mediteran University: • Faculty for Information Technology.

In January 2009 the Government of Montenegro founded the Ministry for Information Society (MIS). The MIS has the following mission and responsibilities: research and analysis into ICT and the eGovernance environment, to propose and implement policies and laws within the information society development domain, develop and implement strategies and action plans; develop, implement and maintain the information system for the state administration, project management and monitoring of ICT and eGovernance. A list of ongoing and planned projects (based on the Strategy for Information Society Development 20092013) is shown below.

24.6.2 Major Providers of eGovernance Solutions

Ongoing (started in 2009): The following list contains the main local and • Judicial Information System; regional ICT and eGovernance solutions providers • Central Register of Citizens; with experience of projects in Montenegro, along with • Government Portal; their respective websites: • Register of Laws and Regulations; • ČIKOM (www.cikom.com) • Electronic Document Management System • ITAS (www.itas.co.me) (eDMS) Government of Montenegro; • DIGIT MONTENEGRO (www.digit.co.me) • Information System for Market Inspection; • INFOSTREAM (www.infostream.co.me) • Land Administration and Management Project • MONTORA (www.montora.com) (LAMP).* • MG SOFT • WIN SOFT (www.winsoft.co.me) Planned for 2010 and beyond: • S&T (www.snt.me) • National Certification Body; • Comtrade Group/Spinaker & Hermes SoftLab • Disaster Recovery System for Public Institutions; (www.comtradegroup.com) • New Telecommunications Backbone for Public Institutions; 254

Part III:

• • • • • • • • • • • • • • • • • • • •

Country ICT Profiles

enhancement and the upgrading of projects; e-mail service; systems software; virtualisation; server Room; Monitoring Service for Servers and the Communications Infrastructure; projects for IS promotion; 100 PCs for the 100 Best Pupils; 10 Awards for ICT Solutions at Universities in MNE; ICT Equipment for Rural Schools; ECDL for Persons with Special Needs; ICT Youth Camp; Internet for Pensioners; ICT surveys; eGovernance projects; Information System for EU Integrations (Phase II); eGovernance Portal; eProcurement (Public Procurement); Digital Libraries; Assessment of eGovernance based on Evaluation and Implementation of 20 Joint Services.

* All projects with the exception of this one come under the leadership and supervision of the MIS.

255

24.8 Active Donors in the Area of eGovernance and ICT Major international organisations and institutions, such as USAID, UNDP, European Commission/European Agency for Reconstruction, EBRD, World Bank (credit support) etc., are present in Montenegro and they all actively participate in various donor and other financial investment programmes, including numerous ones in the area of ICT and eGovernance.

24.9

Important Events Related to eGovernance

• September 2007: Approval of the national “.me” domain by IANA. • December 2008 - January 2009: Establishment of the Ministry for Information Society. • February 2009: Strategy for Information Society Development 2009-2013 adopted. • March 2009: eGovernance Academy. • 17 May 2009: The Day of Telecommunications & Information Society. • Jun 2009: Meeting of the Workgroup for the eSEE Initiative. • July 2009: Strategy for the Establishment of a Certification Authority. • September 2009: Training for elderly citizens. • September - October 2009: “Infofest” 2009. • December 2009: CA for governmental departments established. • January 2010: IS Youth Training Camp. • In 2010: Establishment of CA at the national level.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition • In 2010: Development of the Strategy for Broadband Access. Detailed information on more activities and events can be found at: (www.mid.gov.me) and (http://www.gov.me/ rsr) in Montenegrin or (www.gov.me/eng/rsr) in English.

Romania

25.1 Legal Infrastructure In regard to the implementation of European directives in the field of communications, at the level of national legislation, we can state that this was a lengthy process that started in 2002. • Emergency Ordinance No. 79/2002 on “the General Framework for Communications Regulation”, approved with amendments and additions by Act 591/2002, which transposed the 2002/20/CE Directive of the European Parliament and of the Council (dated 7.03.2002) on “the Authorisation of Electronic Communications Networks and Services” (Directive on Authorisation). • The 2002/21/CE Directive of the European Parliament and of the Council (dated 7.03.2002) on “a common regulatory framework for electronic communications networks and services” (Framework Directive). • Government Ordinance No. 34/2002 on “access to public electronic communications networks and associated infrastructure” and 256

the interconnection thereof, approved with amendments and additions, under Act 527/2002, which transposes the 2002/19/CE Directive of the European Parliament and of the Council (dated 7.03.2002) on “access to public electronic communications networks and associated infrastructure” and the interconnection thereof (Directive on the access). • Act 304/2003 for Universal Service and User Rights Relating to Electronic Communications Networks and Services, which transposes the 2002/22/CE Directive of the European Parliament and of the Council (dated 7.03.2002) on “Universal Service and User Rights Relating to Electronic Communications Networks and Services” (Directive on universal service). • Act 506/2004 on “the processing of personal data and privacy protection in the electronic communications sector”, which transposes the 2002/58/CE Directive of the European Parliament and of the Council concerning the “processing of personal data and privacy protection in the electronic communications sector”. Romania was the first European Union country to adopt the new acquis communautaire in the field of communications. In regard to the transposition of European legislation in the field of the information society, in mid 2001 Romania adopted Act 455 on “electronic signature” transposing the 1999/43/EC Directive, followed by Act 365 of 2002 on “eCommerce”, transposing the 2000/31/EC Directive.

Part III:

25.2

Country ICT Profiles

Institutional Framework

the acquis communautaire in the field of electronic communications, postal services,

In Romania the institution that aims to achieve the policies and strategies for the development of information society services is the Ministry of Communications and Information Society. It functions as a specialised body of the central public administration, with legal personality, and is subordinate to the Government through the reorganisation of the Ministry of Communications and Information Technology in accordance with Government Decision No. 12 (dated 16.01.2009). Under this legislative Act the Ministry of Communications and Information Society (hereinafter referred to as MCIS), according to its role and responsibilities, has the following core duties: • ensure the development of strategies and uniform regulations in the field of electronic communications, postal services, information technology and the services of the information society and of the knowledge based society; • define strategic objectives in the field of electronic communications, postal services, information technology and of the services of the information society and of the knowledge based society; • define, apply, follow-up, assess and coordinate the existing policies in the field; • define the legislative, methodological, functional, operational and financial framework required for the enforcement of the policies; • follow-up the harmonisation of national legislation with the EU acquis and implement 257

information technology and for the services of the information society and of the knowledge based society; • ensure coordination with other public authorities aimed at achieving policy consistency and at implementing government strategies in the field of electronic communications, postal services, information technology and for the services of the information society and of the knowledge based society. Also, MCIS has been designated as the only public authority responsible for the organisation and coordination of national programmes and projects of eGovernment and electronic administration. Up until the autumn of 2009 it had been subordinate to the Agency for Information Society Services (AISS), which has since been disbanded and transformed into two national centres.171 It also directly coordinates the National Research and Development Centre for Computer Science (ICI) in Bucharest and the National Institute for Communications Studies and Research (NICSR), also in Bucharest. It plays a vital role thereof in every ministry in regard to its organisation and operation, by the implementation of strategies within its field of competency and through information society services. According to GD 1439/18. 11. 2009, the following are established: National Center for Management of Information Society and Center “Digital Romania” (CNRD), subordinated to the MCIS. They take on the tasks and property of AISS, which was disbanded.

171

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 25.3 Accessibility In the telecommunications sector we can state that 20072009 was a period of almost explosive development in terms of connection and access to Internet services. At the national level, in just 2 years, the number of Internet users increased from 2.2 million to over 6.7 million. If we take a look at this market segment we can see that this dynamic was at its most aggressive in regard to Internet connection to mobile points: nearly

doubling in the relatively short period of 6 months, between 31.12.2008 and 30.06.2009. This was in spite of the fact that at that time Romania, like many other countries around the world, was going through a period of crisis. This significant aspect, recorded in the Internet services market, was due primarily to the level of competition that existed in Romania, but it was also related to the populationâ&#x20AC;&#x2122;s perception of the utility of Internet services.

30.06.2007 (million)

INDICATOR

31.12.2007 (million)

30.06.2008 (million)

31.12.2008 (million)

30.06.2009 (million)

Internet broadband connections to fixed points.

1.51

1.95

2.27

2.51

2.65

Internet connections to active mobile points via HSCSD, GPRS, EDGE, CDMA, EVDO and 3G.

0.67

1.09

1.19

2.74

4.12

Internet broadband connections to active mobile points via EDGE, CDMA, EVDO and 3G.

0.53

0.79

0.92

1.53

2.43

Table 39: Internet connections by type in Romania Source: ANCOM http://www.ancom.org.ro/Portals/57ad7180-c5e7-49f5-b282c6475cdb7ee7/SASP_Raport%20date%20stat%20sem%20I%202009.pdf

As for the evolution of the penetration rate for broadband Internet access to fixed points, the data is as follows: INDICATOR

30.06.2007 (million)

31.12.2007 (million)

30.06.2008 (million)

31.12.2008 (million)

30.06.2009 (million)

Total number of Internet broadband connections to fixed points (million).

1.51

1.95

2.27

2.51

2.65

Penetration rate per 100 inhabitants (%).

7.02

9.05

10.52

11.65

12.32

Penetration rate per 100 households (%).

17.70

23.02

27.04

30.36

32.09

Table 40: penetration rate of broadband Internet access in Romania Source: ANCOM http://www.ancom.org.ro/Portals/57ad7180-c5e7-49f5-b282c6475cdb7ee7/SASP_Raport%20date%20stat%20sem%20I%202009.pdf

258

Part III:

Country ICT Profiles

If we take a look at the type of infrastructure used to provide broadband Internet services to fixed points we can see that legal entities are mainly focused on the very high-speed connections required for their daily activities, here we refer to the fibre-optic connections. Residential users have shown a tendency to turn to solutions offered by retail market operators with coaxial cable solutions, here we refer in particular to CaTV operators and UTP/FTP cable connections run by small regional operators. Last, but not least, there is the xDSL solution, which is provided by the former national telephony company. In Romania all data related to access to broadband services is limited to indicators of penetration for these services. We can estimate the level of coverage for the population with broadband services as being close to 60% for 3G networks and CaTV networks. Please note: such data stems from newspaper articles and not from a credible source. Eurostat provides data both for connected and connectable households, but for Romania they show the same value on both charts (which is impossible), probably due to the lack of specific data. According to data published by Eurostat 67% of private companies were connected to the Internet in 2008, while in 2009 the percentage had increased to 73%; in 2008 44% had a broadband connection, which was slightly reduced in 2009 to 41%. The structure of the amount of broadband Internet connections provided to fixed points, in relation to the category of customer and the type of access support on 30.06.2009 is illustrated in the chart below.

259

Chart 34: structure of broadband Internet connections in Romania Source: ANCOM - http://www.ancom.org.ro/Portals/57ad7180-c5e7-49f5b282c6475cdb7ee7/SASP_Raport%20date%20stat%20sem%20I%202009.pdf

According to the above analysis, on the types of infrastructure used by users, we can identify a development, over a 2 year period, in the dynamics of the number of broadband Internet connections provided to fixed points relative to the type of support used. The same upward trend was observed in mobile communications services. Over recent years this segment has witnessed an explosive evolution that has resulted in a penetration rate in excess of 100%.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 30.06.2007 INDICATOR

million

31.12.2007

Change (%)

million

30.06.2008

Change (%)

million

31.12.2008

Change (%)

million

30.06.2009

Change (%)

million

Change (%)

Total number of Internet broadband connections to fixed points

1.51

+39.1

1.95

+28.8

2.27

+16.2

2.51

+10.6

2.65

+5.7

a) Coaxial cable

0.41

+4.2

0.44

+7.4

0.44

+1.0

0.47

+4.6

0.45

-3.1

b) Fibre-optic (FO)

0.07

+26.9

0.08

+23.0

0.09

+8.0

0.09

-2.3

0.09

+7.4

c) Radio, of which:

0.03

+87.9

0.03

+0.8

0.03

-4.2

0.03

-11.1

0.02

-9.2

C1: FWA radio connections

0.01

+6.1

0.01

-3.3

0.01

+2.3

0.01

-20.2

0.01

+3.4

C2: Wi-Fi connections

0.02

+185.1

0.02

+2.0

0.02

-6.2

0.02

-5.4

0.02

-14.1

0.0004

+11.8

0.001

+37.9

0.0004

-31.5

0.0001

-82.7

0.00003

-54.4

d) xDSL

0.18

+78.9

0.36

+107.8

0.51

+39.8

0.66

+28.6

0.73

+11.4

e) UTP/FTP cable, satellite, other means, of which:

0.83

+57.4

1.03

+24.2

1.19

+15.7

1.27

+6.7

1.35

+6.2

E1: UTP/FTP

0.83

+57.5

1.03

+24.6

1.19

+15.7

1.27

+6.7

1.35

+6.2

E2: Satellite

0.0002

+65.0

0.0002

-13.9

0.001

+155.3

0.0004

-18.9

0.0005

+18.4

0.003

+27.0

0.001

-75.4

0.0005

-36.1

0.001

+36.2

0.00001

-98.2

C3: Other types

E3: Other means

Table 41: dynamics of the number of broadband Internet connections in Romania Source: ANCOM - http://www.ancom.org.ro/Portals/57ad7180-c5e7-49f5-b282c6475cdb7ee7/SASP_Raport%20date%20stat%20sem%20I%202009.pdf

260

Part III:

Country ICT Profiles

This was primarily due to the extremely high level of competition in Romania: by 2008 there were 4 operators, who were then joined by two new operators who began to offer their services in this market segment. Thus, the evolution of the penetration rate for the mobile communications market was as follows:

Chart 35: Evolution of the penetration rate for the mobile communications market in Romania Source: ANCOM - http://www.ancom.org.ro/Portals/57ad7180-c5e7-49f5b282c6475cdb7ee7/SASP_Raport%20date%20stat%20sem%20I%202009.pdf

The evolution of fixed telephony was not as marked as the two services presented above, but this trend did evolve in line with the European level. Thus, the penetration rate for this service was relatively small, with a very low dynamic over recent years.

Chart 36: Fixed communications service coverage in Romania

Based on the total number of households in Mobile communications service coverage in relation Romania, in 2009 more than two out of every five households possessed a computer (42.2%), which to territory and in terms of population was a higher proportion than in 2008 (35.0%). By assessing households in both urban and rural areas Coverage: Coverage: Provider territory % population % we can observe a significant increase in the share of S.C. Vodafone Rom창nia S.A 86.88 % 99.41 % households equipped with computers in 2009 when S.C. Orange Rom창nia S.A N/A N/A compared to 2008. S.C. Telemobil S.A

87.8 %

97.8 %

S.C. Cosmote RMT S.A

89.3 %

99.0 %

S.C. RCS & RDS S.A

26.0 %

56.4 %

6.8 %

32.5 %

S.C. Romtelecom S.A

Table 42: Mobile communications service coverage in Romania Source: ANCOM - http://www.ancom.org.ro/Portals/57ad7180-c5e7-49f5b282c6475cdb7ee7/SASP_Raport%20date%20stat%20sem%20I%202009.pdf

261

eGovernance and ICT Usage Report for South East Europe - 2nd Edition and local government officials available data is relatively scarce and only relates to the years 2006 and 2007. Thus, according to a study conducted at that time by the National Association of Computer Scientists of the Public Administration (NAIPA), covering 3,225 local authority officials, the following conclusions can be drawn: • the average increase in the number of Chart 37: Households equipped with computers in urban computers at the local government level was and rural Romania higher (15.55%) in 2007 than in 2006; Source: NIS – ”Public access to Information and Communications Technology” – 2009 • the total number of computers requested, A positive development in the number of households related to the number of employees per county, with access to the Internet network has been shown was of 4,674 in late 2007. Out of this total 892 over recent years in Romania, with more than one were for local governments in towns and 3,782 third (35.1%) having such a connection: 83.7% of all for local governments in the communes. households with an Internet connection were located in urban areas and 16.3% were located in rural areas. The connection of computers to computer networks, in percentage terms, is shown in the table below.

25.4 Utilisation of ICT in public administration Territorial and administrative division

Raising the quality of activities carried out by central and local government, as well as that of the services provided by the latter, for citizens can only be achieved by the implementation of an appropriate information system. Thus, the computerisation of the central and local government is a continuous process. In Romania this process began 10 years ago with the development of a computer infrastructure necessary for the further development of information society services; currently it has reached the implementation phase for these services. In regard to the use of computers by both government 262

Percentage of networked computers 2006

2007

TOTAL

68.43

70.40

County Councils + Bucharest Municipality

91.52

94. 56

Municipalities

91.42

93. 34

City Halls

73. 28

74. 26

Offices of Commune Mayors

40. 03

45.94

Source: ANIAP (http://www.aniap.ro).

Table 43: Percentage of networked computers in public administration in Romania 2006 and 2007

Part III:

Country ICT Profiles

Connection of local government computers to the Internet in relation to the different types of infrastructure is shown in the table below. Types of infrastructure used Territorial and administrative division

Connected units

2006

73.21%

2007

90.56%

County Councils

100%

Municipalities

100%

City Halls

99.33%

Offices of Commune Mayors

89.33%

Landline (dial-up)

Leased-line

Radio

Coaxial cable

Fibre-optic

xDSL, UMTS

GPRS, EDGE

58.95%

9.29%

12.77%

5.68%

9.65%

3.67%

41.24%

12.31%

13.65%

6.05%

11.76%

10.67%

4.32%

Table 44: Percentage of local government computers connected to the Internet in Romania

There is no official data on the percentage of computers used by public servants with regard to central institutions, but we can state that this percentage is very close to 100%, while the computer per public official ratio value is 1. It is hard to assess to what extent public servants use public e-mail addresses, especially given that the institutional system in Romania has recently undergone a major transformation and even the current number of officials is difficult to predict. However, we can state that if the use of public electronic addresses is widespread for central and local urban public administrations the e-mail addresses used by the communes are often personal e-mail addresses, located on different servers supplied by e-mail service 263

providers, namely Yahoo, Gmail, etc. The study that was conducted as a national profile analysis during January-February was intended to provide data on the response level of public institutions to requests sent by the public via e-mail. Subsequent to this research the following data has emerged: â&#x20AC;˘ the total response level was 34.2%; â&#x20AC;˘ the response level of government institutions (ministries, agencies, prefectures, etc.) was 44.4%;

eGovernance and ICT Usage Report for South East Europe - 2nd Edition â&#x20AC;˘ the response level of local government in rural institutions have decided to outsource this service areas was 20%; and very few have such units within their organisation. â&#x20AC;˘ the response level of local government in urban 25.5 Utilisation of ICT within areas was 30.3%.

education

The indicators produced by this study, being a simple simulation, do not represent a major landmark but can give an overview in regard to the use of public e-mail addresses and the response of public officials via public e-mail addresses. Unfortunately, data on the level of investment made by government institutions from their own budgets for ICT solutions is not made publicly available, as it is not centralised at the level of governmental institutions. As for the existence of technical ICT operations and maintenance units at the level of public administration we can state that at the central level most public

The implementation of information society services within educational establishments has played an important role in developing communications, research methodologies and information as well as in attaining a diversification of the teaching methods used for pupils and students. Therefore, we have arrived at an important indicator for the development of the educational environment, namely the use of computers by pupils enrolled in primary and secondary education (for the academic year 2008-2009).

2008-2009

Reg. No.

INDICATORS

Number of pupils enrolled in primary and secondary education.

Out of the total number of pupils, the number of pupils enrolled in primary and secondary education (secondary schools and school groups).

PCs used by pupils in the education process.

Number of pupils per computer (only for pupils who have access to computers in secondary schools and school groups).

Total

Male pupils

Female pupils

1,752,335

904,733

847,602

225,098

113,386

111,712

74,440

Table 45: the use of computers by pupils enrolled in primary and secondary education in Romania Source: NIS.

264

20.5

Part III:

Country ICT Profiles

The frequency of use of e-mail services and of various applications via the Internet by pupils and students, for the years 2008 and 2009 is shown in the table below. Reg. No.

Type of application used

Communication, information search and on-line services.

93.3%

98.5%

1.1

To send/receive e-mails

84.7%

89.6%

1.2

To download software (other than games)

22.2%

38.3%

1.3

To download/read on-line news (newspapers/magazines)

40.7%

59.9%

Training and education

80.3%

79.9%

2.1

To search for information about education, training and course offered

66.5%

68.1%

2.2

To attend on-line courses (on any topic)

7.7%

18.3%

2.3

To consult the Internet for learning purposes

52.6%

69.0%

2008

2009

Table 46: Frequency of use of e-mail services and other Internet applications by pupils and students in Romania Source: NIS – “Public access to Information and Communications Technology” for 2009.

Dependant upon the age group, namely 16 - 24, for participants differentiated by gender, we have obtained the following indicators with regard to the use of e-mail and various applications via the Internet. 2008 Reg. No.

Type of application used

1 1.1

2009

Female pupils / students

Communication, information search and on-line services

94.8%

94.3%

99.1%

98.3%

To send/receive e-mails

86.0%

85.3%

88.8%

87.4%

265

Male pupils / students

Female pupils / students

Male pupils / students

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 2008 Reg. No.

Type of application used

1.2

2009

Male pupils / students

Female pupils / students

Male pupils / students

Female pupils / students

To download software (other than games)

24.7%

17.8%

38.3%

31.0%

1.3

To download/read on-line news (newspapers/magazines)

43.3%

38.2%

59.4%

59.8%

Training and education

69.6%

72.1%

66.8%

74.4%

2.1

To search for information about education, training and course offered

56.1%

56.8%

54.3%

62.1%

2.2

To attend on-line courses (on any topic)

6.4%

6.1%

14.0%

15.4%

2.3

To consult the Internet for learning purposes

46.0%

46.6%

56.4%

62.3%

Table 47: frequency of use of e-mail services and other Internet applications by pupils and students in Romania (genderised) Source: NIS – “Public access to Information and Communications Technology” for 2009.

Computer use in higher education (short-term and long-term studies) for the year 2008-2009 is shown in the table below. 2008-2009

Reg. No.

INDICATORS

Number of students enrolled in higher education

PCs used by students in the education process

Number of students per computer

Male students

Total 891,671

398,433

Female students 493,238 54,000 16.5

Table 48: use of Computers in higher education in Romania Source: NIS.

266

Part III:

Country ICT Profiles

With regard to the use of computer by pupils and students (unfortunately there are no statistics available that are broken down separately for the two education groups) the data for the year 2009 indicates a value of 95.7% for all pupils and students

who used a computer at least once. Moreover, pupils and students are among the most active social groups in terms of computer use in different locations.

Location of computer use Employment status Home Pupil/ student

Workplace 78.7%

In the home of another person, outside of the household

Educational centre 1.0%

75.7%

Other location 23.3%

15.7%

Table 49 Locations for computer usage by pupils and students in Romania Source: NIS – ”Public access to Information and Communications Technology” – 2009

The data obtained by NIS on the number of schools with an Internet connection and on computers connected to the Internet is shown in the following table. Reg. No.

Statistical indicators for undergraduate education for the academic year 2008-2009

Number of schools with an Internet connection

Number of computers connected to the Internet in schools

6,207 111,803

Table 50: schools with an Internet connection and computers connected to the Internet in Romania Source: NIS.

It is worth mentioning that currently there are several projects, in the implementation phase, that are supported through structural funds managed by the MCIS and aimed at providing broadband connections for more than 2,300 schools located in rural and urban areas. According to the Ministry of Education, after the implementation 60% of schools will be connected to the Internet. The National Academic 267

Network (RoEduNet) is an education and research network that represents the national interests of the communications infrastructure, as defined and developed by the national education and research system and managed by the National Management Agency for the Computer Network for Education and Research. RoEduNet provides data transfer services between the connected institutions and between

eGovernance and ICT Usage Report for South East Europe - 2nd Edition these institutions and networks of a similar type within services, including Internet access services for the Europe and worldwide. It also provides other related academic and research community in Romania. Reference No.

Statistical indicators for higher education

2008 -2009

Total number of computers

84,001

used in the education process

74,270

used by students

54,000

used by teaching staff

20,270

used by university administration

9,731

Number of computers connected to the network

Units connected to the Internet

Number of computers connected to the Internet

58,041 123 75,381

Table 51: Statistical indicators for higher education in Romania Source: NIS.

25.6 Know-how and human resources The number of civil servants who have completed training courses in order to develop their computer skills is not made public. The only data provided by the National Agency of Civil Servants (NACS) through their website is related to the development of a project, financed by European funds, whose target group is comprised of some 12,000 officials from central and local government: men and women of all ages, at the national level, registered for the development of internationally recognised computer skills through 268

the European Computer Driving License (ECDL). The project will be carried out over a period of 30 months (September 2009 until February 2012). The ICT curriculum in schools only becomes compulsory in secondary school. Recently, mandatory testing of basic ICT skills has been introduced and upon completion of secondary school student will be required to obtain a pass mark in this test in order to obtain a high-school graduation diploma. However, it is worth mentioning that computer science, as a subject taught in schools, can be studied as an optional subject from the 3rd grade (pupils of 9-10 years of age).

Part III:

Country ICT Profiles

In 2008 the “Digital Library of Romania” Project was • Ministry of Health (www.ms.gov.ro) initiated in response to the European objectives in • Ministry of Culture and National Heritage relation to the creation of an europeana.ro portal. (www.cultura.ro) During 2006 the Institute for Cultural Memory (CIMEC) • National Center for Management of Information (www.cimec.ro) launched the National Heritage MapsSociety erver, which enables the creation of various thematic • National Center “Digital Romania • The Institute for Cultural Memory (www.cimec.ro) maps using instruments specific to the Geographical Information Systems (GIS). Currently the Mapserver allows access to five major databases produced 25.6.2 Major Providers of and managed by CIMEC, with funding provided by eGovernance Solutions the Ministry of Culture: the National Archaeological Database, the Archaeological Research Database of • The National Institute for Computer Science, Romania (1983-2007), the Archives of the Romanian Research and Development (ICI) (www.ici.ro) Archaeological Database of the Vasile Parvan Institute • SIVECO România SA (www.siveco.ro) of Archaeology, the Museums and Collections Guide • AseSoft International (www.asesoft.ro) of Romania, including more than 750 museums and • TotalSoft (www.totalsoft.ro) Places of worship in Romania with over 18,000 entries. • UTI Group (www.uti.ro) CIMEC is also in the process of devising a digital record • SOFTWIN Group (www.softwin.ro) of mobile cultural property, included in the Cultural • Omnilogic Group (www.omnilogic.ro) Heritage of Romania with over 22,000 items having • TeamNet International S.A (www.teamnet.ro) being introduced by December 2009. The Ministry of Culture is also responsible for the 25.7 Major Projects Related to digitisation of the written heritage, so far about eGovernance Development 500,000 pages have been digitised.

25.6.1 Institutions Related to eGovernance Development • Ministry of Communications and Information Society (www.mcsi.ro) • Ministry of Education, Research, Youth and Sport (www.edu.ro) • Ministry of Administration and Interior (www. mai.gov.ro) 269

In general, major projects are developed by the ministries and by their subordinate institutions. The names of the project managers are not always made public and we have to take into account the fact that project teams change quite frequently, especially within the context of recent government changes. Therefore it is hard to provide such a list for Romania.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 25.8 Active Donors in the Area of eGovernance and ICT

MCIS. • ANIMMC utilises Structural Funds. • The Ministry of Economy, Commerce and Business Environment utilises structural Funds (www.minind.ro).

• MCIS - OIPSI finance 10 types of interventions using Structural Funds: eGovernment, eLearning and eHealth projects, integrated systems for businesses and similar (www.fonduri.mcsi.ro). 25.9 • The World Bank finances the Knowledge Based Economy Project, which is implemented by the

Important Events Related to eGovernance

eGovernment events 2007 Ref. No.

Event

Month

City

Content

Type of event

Communications Day

May

Bucharest

ICT

Conference

Broadband

May

Bucharest

Broadband

Conference

eHealth

May

Bucharest

IT Healthcare services

Conference

Microsoft Summit

May

Bucharest

Software

Summit

Internet Security

July

Bucharest

Internet Security

Conference

Broadband

October

Bucharest

ICT

Conference

eGovernment events 2009 Ref. No.

Event

Month

City

Content

Type of event

IT Security Facts & Trends

March

Bucharest

Conference

eBusiness

March-April

Bucharest

Conference

270

Part III:

Country ICT Profiles

Cyber Threats

April

Bucharest

Conference

Information Security

April

Bucharest

Conference

Communications Day

May

Bucharest

ICT

Conference

CERF 2009

June

Bucharest

ICT

Fair & exposition

eGovernment Perspectives and Necessities

September

Bucharest

Conference

Microsoft Management Summit

October

Bucharest

Software

Summit

Global Forum 2009 (18th edition)

October

Bucharest

ICT

Conference

Broadband

October

Bucharest

ICT

Conference

eGovernment events 2010 Ref. No.

Event

Month

City

Content

Type of event

Communications Day

May

Bucharest

ICT

Conference

CERF 2009

June

Bucharest

ICT

Fair & exposition

Microsoft Management Summit

October

Bucharest

Software

Summit

Broadband

October

Bucharest

ICT

Conference

Communications Day

May

Bucharest

ICT

Conference

Table 52: Important events related to eGovernance in Romania

271

eGovernance and ICT Usage Report for South East Europe - 2nd Edition

26 Serbia 26.1 Legal Infrastructure

of the Republic of Serbia, No. 99/06). The Strategy covers the legal, institutional, economic and technical aspects of telecommunications development in the Republic of Serbia.

Commentary on legislation pertinent to information society development in Serbia can be seen through the relevant obligations that Serbia undertook by signing the regional information society development papers, specifically those related to the 2002 eSEE Agenda and from the 2007 eSEE Agenda plus. These regional papers identify the obligation of SEE countries to completely harmonise their legal infrastructure with the relevant EU directives and legal framework. Within this context, Serbia first passed the appropriate strategic papers, which later on formed the basis for the design of specific laws.

3. The Strategy and Action Plan for the Transfer from Analogue to Digital Broadcasting (Official Gazette of the Republic of Serbia, No. 52/09). In regard to radio and television programmes in the Republic of Serbia, the Strategy and Action Plan define the framework for the transfer to digital broadcasting for these programmes on the basis of modern achievements in digital broadcasting, as well as those areas that influence or stem from it. This is aimed at delivering television, radio, multimedia and other important content to the end users in the most efficient manner possible .

26.1.1 Strategies and Action Plans 1. The Strategy and Action Plan for Information Society Development (Official Gazette of the Republic of Serbia, No. 87/06). It was adopted in line with obligations from the 2002 eSEE Agenda. The Strategy covers legal, institutional, economic and technical aspects of development within the area of ICT and underlines the development of broadband access and the need to ensure network safety as key strategic goals, along with the development of eGovernment, eInclusion, eLearning, eHealth and eBusiness programmes in line with the eEurope Action Plan. 2. The Strategy for Telecommunications Development in the Republic of Serbia 2006-2010. (Official Gazette 272

4. The Strategy on Broadband Telecommunications Network Development in the Autonomous Province of Vojvodina 2007-2010 (Official Journal of the Autonomous Province of Vojvodina, No. 21/2007). The Strategy covers the legal, institutional, economic and technical aspects of broadband telecommunications development in the Autonomous Province of Vojvodina. 5. The Strategy and Action Plan for Broadband Access Development in the Republic of Serbia up until 2012. (Official Gazette of the Republic of Serbia, No. 84/09). Adopted in late September 2009, the Strategy and Action Plan define the measures through which public administration authorities will enable the application of new broadband technologies and their faster development. This will be achieved through the

Part III:

Country ICT Profiles

provision of free market competition and infrastructure in order to ensure a reduction in the digital gap i.e., regional development. The strategy also incorporates the continuous collection, evaluation and publishing of strategic goal achievement indicators, as well as Action Plan measures.

documents. Activities in this pillar also encompass the intersectoral automation of processes and the reform of procedures, considering the fact that the modernisation of essential processes demands the reform of these procedures. The third pillar is related to the establishment of electronic public services and covers priorities 6. The Strategy and Action Plan for Postal Service pertaining to eGovernment portals and common and Development (Official Gazette of the Republic of individual electronic services. In order for eGovernment Serbia, No. 23/08). to develop successfully it is necessary to train those professionals that represent the users of the IT systems 7. The Strategy and Action Plan for eGovernment and electronic services within public administration, Development up until 2013 (Official Gazette of the as well as the experts responsible for the functioning Republic of Serbia, No. 83/09). Adopted in October and improvement the technical systems. 2009, the Strategy is based on the Information Society Development Strategy of the Republic of Serbia and the 8. The Strategy and Action Plan for Increasing the Public Administration Reform Strategy of the Republic Participation of Domestic Industry in the Development of Serbia. It aspires to motivate all participants working of Telecommunications in Serbia (Official Gazette of to intensify activities in this area and to determine the Republic of Serbia, No. 03/10). The importance an institutional framework for the management and of the Strategy is confirmed by the fact that there are coordination of eGovernment development at both the over 2,300 active ICT companies in Serbia and over strategic and operational level. Development priorities are 60,000 professionals employed in this field. grouped into three pillars of eGovernment development. The first pillar is the establishment of the key leverages 9. The Action Plan for the Implementation of the and covers activities related to the development Telecommunications Development Strategy in the of the ICT infrastructure, determining electronic Republic of Serbia for the period up to 2010. (Official identities and the application of electronic signatures Gazette of the Republic of Serbia, No. 04/09). The Action and documents, establishing official eRecords, the Plan was adopted at the Session of the Government of standardisation of the ICT area and implementation the Republic of Serbia held on the 6th January 2009. The Action Plan more closely defines the further and coordination of ICT projects within authorities. The second pillar of eGovernment development is steps, tasks and obligations of the leader in the field dedicated to the process of automation, both within of telecommunications development in the Republic specific sectors and in the exchange of structured of Serbia. 273

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 10. The Action Plan for eSEE Agenda Plus Implementation up to 2012 (Official Gazette of the Republic of Serbia, No. 29/04). Adopted in April 2009, the Action Plan defines specific measures and activities for the realisation of certain goals identified under eSEE Agenda Plus, as well as the competences of the authorities in relation to their realisation and deadlines. Professional coordination of the implementation of the activities under the Action Plan will be conducted by the Ministry of Telecommunications and Information Society. The public administration bodies and other participants in the realisation of the Action Plan’s activities will deliver quarterly reports on the implementation of the planned activities to the Ministry. The Ministry will provide the Government with annual reports on the level of realisation of the planned activities, as well as the possible realisation of any related problems and proposed measures for the continued implementation of the planned activities. The representatives of all ministries responsible for specific obligations under the Agenda participated in the design of the Action Plan: the National Information Technology and Internet Agency, the Ministry of Trade and Services, the Serbian Business Registers Agency, the Ministry of Labour and Social Policy, the Ministry of Foreign Affairs, the Ministry of Interior, the Ministry of Finance, the Ministry of Finance - Tax Administration, the Ministry of Finance - the Public Procurement Agency, the Ministry of Finance - Customs Office, the National Library of Serbia, the National Employment Service, the Republic Fund for Pension and Disability Insurance, the Serbian Chamber of Commerce, the Republic Telecommunications Agency, the Republic 274

Geodetic Authority, the National Health Insurance Institute, the Statistical Office of the Republic of Serbia, the Republic Broadcasting Agency, the Human Resource Management Service, the Administration for Joint Services of the Republic Bodies and Telekom Srbija Inc.

26.1.2 Laws 1. Law on Telecommunications (“Official Gazette of the Republic of Serbia”, No. 44/03). The Law was adopted in March 2003 and came into force on the 24th April 2003. The Law was harmonised with European Union directives. The Law established the Republic Telecommunications Agency (RATEL) as an autonomous, independent, organisation to perform public competencies in line with this Law and regulations passed on the basis of the same Law. When conducting operations determined under this Law, RATEL is obliged to ensure the implementation of the Telecommunications Development Strategy in the Republic of Serbia. RATEL is governed by an Administrative Board that brings all decisions that fall under the competence of RATEL. A new Draft Law on Electronic Communications in line with the EU legal framework in this area was produced and a public hearing on the same Draft was organised during October 2009. 2. Law on Electronic Signature (“Official Gazette of the Republic of Serbia”, No. 135/04). The Law was adopted in 2004, while four bylaws governing the implementation of the Law were adopted in 2005 and 2008. The Rules on the Registry of Certification Bodies

Part III:

Country ICT Profiles

(Official Gazette of the Republic of Serbia, No. 48/05, 82/05 and 116/05) were adopted in 2005. Amended bylaws (rules) were adopted in March 2008 (Official Gazette of the Republic of Serbia, No. 48/05). The following legislation has been amended: the Rules on the Technical and Technological Procedures for the Creation of a Qualified Electronic Signature and the Criteria to be met by Devices for the Creation of a Qualified Electronic Signature, Rules on the Registry of Certification Bodies Issuing Qualified Electronic Certificates in the Republic of Serbia as well as the Rules on the Specific Conditions for Issuing Qualified Electronic Certificates. The Ministry of Telecommunications and Information Society maintains its role as the central certification body. In December 2008 the public enterprise “PTT Srbija” was registered as the first certification body for electronic signature. In 2009 the Serbian Chamber of Commerce also received its license as a certification body. It is expected that the Ministry of Interior will become the third certification body in 2010. 3. Law on Electronic Documents (“Official Gazette of the Republic of Serbia”, No. 51/09). The Law was adopted in July 2009 and determines the conditions and manner for handling eDocuments for legal transactions and administrative, court and other procedures as well as the rights, obligations and responsibilities of companies and other legal entities, entrepreneurs and natural persons, authorities, territorially autonomous bodies and local self-government units. It also covers the bodies and organisations entrusted with the exercise of public authorisations in relation to this form of document. An electronic document is defined as a 275

personal identification act, official letter, memorandum or other electronic document used in administrative, judicial or other proceedings before official authorities as well as in legal operations and other legal actions. When performing activities related to eDocuments appropriate technological procedures and equipment must ensure the protection of the aforesaid document and should be used in line with the regulations and international and national standards from the area of document management. The Rules on Time Stamp Issuance is the Bylaw relevant to the Law on Electronic Documents. 4. Law on Freedom of Access to Information of Public Importance (Official Gazette of the Republic of Serbia, No. 120/04). The Law was adopted on the 5th November 2004 and came into force on the 13th November of that year. This Law regulates the right of access to information of public importance at the disposal of public authorities (state bodies, territorially autonomous bodies, local self-government units, organisations entrusted with the exercise of public authorisations, legal entities founded or fully or mainly funded by a state body) for the purpose of exercising and protecting the interests of public disclosure and the establishment of a free democratic order and open society. It is considered that a justified interest for public disclosure exists when information held by the authorities relates to public endangerment, namely the protection of the health of the population and the environment. It also applies in relation to other information held by the authorities, unless the authorities prove otherwise. Everyone has the right of access to information of public importance through the disclosure of documents containing such

eGovernance and ICT Usage Report for South East Europe - 2nd Edition type of information, the right to a copy of that document as well as the right to receive that copy by mail, fax, e-mail or any other means upon request. A request can be submitted in written or oral form (with the second form being entered into records and processed in the same manner as the written form). The authorities are obliged to respond to the request, without delay, within a period of 15 days from the moment when the request was received, at the latest. This applies with the exception of those cases where a direct threat is posed to a personâ&#x20AC;&#x2122;s life or freedom. In this case the authority has to respond within 48 hours. The Law determines that the Commissioner for Information of Public Importance and Personal Data Protection should supervise its implementation, as an independent authority autonomous in the exercise of its power. The Commissioner exercises the entrusted mandate, but with certain difficulties related to cooperation with public administration bodies, as well as the need to build the capacities needed to exercise the complete mandate. 5. Law on Personal Data Protection (Official Gazette of the Republic of Serbia, No. 97/08). The Parliament of the Republic of Serbia adopted the Law regulating the protection, processing and use of personal data and ensuring the right to privacy in November 2008. The Law identifies the Commissioner for Information of Public Importance as the person responsible for its implementation. The Commissioner will henceforth be referred to as the â&#x20AC;&#x153;Commissioner for Information of Public Importance and Personal Data Protectionâ&#x20AC;?, as an independent authority.

276

6. Law on Electronic Commerce (Official Gazette of the Republic of Serbia, No. 41/09). The Law was adopted in May 2009. This Law regulates the conditions and manner for the provision of information society services, the obligations related to informing service users, commercial messages, the rules on concluding eContracts, the responsibilities of information society service providers, supervision and offences. This Law is extremely important for the development of commerce and the creation of the conditions for intensive progress in IT and has the goal to ensure the legal safety of all participants in the turnover of goods and services by means of information networks. The provisions of this Law do not apply to the following: data protection, taxation, representation of clients and their protection before the courts, games of chance with monetary prizes including the lottery, casino games, betting games and games of chance played on betting machines, unless a specific law determines otherwise. 7. Public Procurement Law (Official Gazette of the Republic of Serbia, No. 116/08). This Law was adopted in December 2008 and came into force on the 6th January 2009. The Law brought several important innovations with the goal to 1) more clearly define the responsibilities of those conducting and supervising public procurement, 2) strengthen control through a considerable increase in transparency in the procedures for the implementation and coordinated action of regulatory bodies and 3) systematically improve the capacity and work of all public procurement actors. The Law clearly determines that the Ministry of Finance is competent to supervise its implementation. The

Part III:

Country ICT Profiles

strengthening of control through a considerable increase in transparency related to public procurement is provided by means of a Public Procurement Portal. Namely, the Law regulates that all public advertisements (public Calls for Proposals and announcements) related to public procurement procedures are to be published on the Portal. Beside these, the quarterly analytic reports of the Public Procurement Office and the decisions of the Commission for the Protection of Tenderers’ Rights and other similar statements are also to be published. In this way every Portal visitor will be able to gain an insight into the parties that concluded a contract, to what value, through what procedure, the number of tender participants etc. By opening public procurement procedures to the public the Law increases the number of “controllers” who can notice and point out any irregularities missed by the regulatory bodies. This fact alone will have a strong preventive “discouraging” effect on those who plan to start irregular “endeavours”. The previous public procurement Law was adopted by the Parliament of the Republic of Serbia on the 4th July 2002. This Law established both the Public Procurement Office and the Commission for the Protection of Tenderers’ Rights. The Public Procurement Office came into function on the 15th January 2003, while the Commission was established on the 24th April 2003, yet the latter never actually opened its doors. A new Commission for the Protection of Tenderers’ Rights was founded on the 26th December 2003 and since then, during its first two months of activity, it has processed a total of 50 demands related to the protection of tenderers’ rights .

277

8. Law on Registry Books (Official Gazette of the Republic of Serbia, No. 20/09). The Law was adopted in 2009. According to this Law a copy of a registry book is kept through the application of electronic tools for data processing and storage. No later than five years after the Law has been enacted, the competent bodies are obliged to provide for the keeping of an electronic copy of the registry book. The ministry competent for administration operations will provide conditions for the establishment of a central system for electronic processing and storage of data and the maintenance of registry book copies no later than two years from the beginning of this Law’s enforcement. The Law envisages the networking of all public services in Serbia. One of the innovations brought by this Law is that the validity of registry book certificates will no longer be limited to 6 months. 9. New Law on Identity Cards (Official Gazette of the Republic of Serbia, No. 62/06). The Law was adopted on the 14th July 2006. It stipulates that the new identity card could either contain a chip or be of ordinary type. An electronic signature would be stored in the chip at a later date. The electronic signature would enable the use of eGovernment electronic services. 10. Criminal Code of Serbia from 2005 (Official Gazette of the Republic of Serbia, No. 85/05). The Criminal Code outlines sanctions for cybercrime, specifically the following offences: damage to computer data and programmes (Article 298), computer sabotage (Article 299), the design and spread of computer viruses (Article 300), computer fraud (Article 301), unauthorised access to a computer, computer network

eGovernance and ICT Usage Report for South East Europe - 2nd Edition or electronic data processing (Article 302); prevention or limiting access to a public computer network (Article 303) and the unauthorised use of a computer or a computer network (Article 304). A Council for the Fight Against Cybercrime has been organised within the District Court of Belgrade.

framework and enforcement of laws in the area of ICT and postal services, implementation of eGovernment projects through the application of the one information desk principle, ICT application in education, improved education related to the needs of the information society, development of the national ICT market and the strengthening of the national economy’s position Out of the aforementioned laws, if we were to single out in this branch. those most relevant to the realisation of eGovernment The Sector for Information Society within the they would most certainly be the Law on Electronic Ministry of Telecommunications and Information Signature, the Public Procurement Law, the Law on Society is in charge of raising the level of information Freedom of Access to Information of Public Importance society development in Serbia, the development of and the Law on Personal Data Protection. Legislation in eGovernment and eBusiness, improvement of ICT the area of eGovernment in Serbia is not yet complete application in research and education, ensuring the i.e., the regulations in this area continue to lag behind availability of technology for all and cross-border the needs. interoperability with EU countries. The Ministry has the role of the national certification 26.2 Institutional Framework authority for electronic signature, which means that it licenses other institutions to issue eSignature certificates. The eGovernment development stakeholders in Serbia In most EU and SEE countries this mandate is usually are listed below. given to a certification authority independent of executive power institutions or the so-called ROOT CA. 1. Ministry of Telecommunications and Information Society (MTIS) 2. The National Information Technology and Internet Minister: Jasna Matić E-mail: (kabinet@mtid.gov.rs) Web presentation: (www.mtid.gov.rs) The MTIS performs public administration operations in the area of telecommunications and information society related to faster harmonisation with EU regulations, more efficient application of the Law on Telecommunications, introduction of new eServices for economy and citizens, amendment of the legal 278

Agency (NITIA) Director: Damir Baralić E-mail: (office@ rzii.gov.rs) Web presentation: (http://www.rzii.gov.rs) The National Information Technology and Internet Agency was established under the Law on Ministries as a special organisation authorised to perform

Part III:

Country ICT Profiles

professional and public administration activities related to the improvement, development and functioning of state authorities, local self-government and public service information systems, application and use of the Internet in the work of state authorities, local self-government and public services, data protection development and the application of standards for the introduction of IT in state authorities as well as other operations determined under the Law. Within the context of international practice and generally accepted terminology the scope of its activities, defined in such a manner, contain the basic components of the development and implementation of the eGovernment system. The Agency’s Director, in accordance with his position, took on the role of eAmbassador, as a member of eSEE Initiative working groups, and as such dealt with issues directly related to eGovernment and information society development. Since January 2009 this mandate has been passed to the Ministry of Telecommunications and Information Society.

to regulate the telecommunications market in Serbia. The Agency is mandated to introduce the liberalisation of the market and to safeguard the public interest by increasing the level of efficiency among operators, introducing new services, improving the level of quality of existent operators and the modernisation and further development of the telecommunications market. At present the Agency is also tasked with active participation in the harmonisation of national legislation with that of the EU. 4. The Serbian National Register of Internet Domain Names (RNIDS) Director: Zoran Perović E-mail: (zoran.perovic@rnids.rs) Web presentation: (www.rnids.rs) The RNIDS Fund is an expert, non-governmental and non-profit organisation without affiliation to any political party and which manages the Republic of Serbia National Registry of Internet Domain Names.

3. The Republic Telecommunications Agency (RATEL) Coordination in eGovernment development between NITIA and the MTIS Director: Milan Janković, PhD • According to the Law on Ministries, application E-mail: (ratel@ratel.rs) and technical support to eGovernment Web presentation: (www.ratel.rs) projects, together with ICT support to different administration bodies, falls under the competence The Republic Telecommunications Agency (RATEL) of NITIA. Since the mandate of the MTIS is also was established in May 2005 on the basis of the focused on the development of eGovernment, Law on Telecommunications (2003). The Agency is it has predominantly been the Ministry that has a regulatory body, an autonomous and independent implemented activities related to the application organisation with public authorisation, established of ICT solutions (eSessions of the Government 279

eGovernance and ICT Usage Report for South East Europe - 2nd Edition and local projects for eGovernment). The Ministry places less emphasis on the implementation of the adopted action plans, legislation and regulatory frameworks necessary for the sustainability and security of eGovernment solutions. • NITIA coordinates the implementation of the national portal and works actively on implementation, promotion, education and standardisation in the area of ICT, including the principles of eAccessibility. Within that context, the Agency prepared the Instruction for Accessibility to Public Administration Websites and opened a pilot website as a model of third level accessibility: (www.pilot.rzii.gov.rs). NITIA is responsible for the improvement and monitoring of eGovernment development as well as for standardisation in the areas of ICT, ICT security and use of the Internet. • The Ministry of Public Administration and Local Self-Government is also connected to activities on ICT eGovernment project development at the local level. • Data protection falls under the competency of the MTIS in relation to legislation, regulation and monitoring of domains. Development, implementation and coordination of domains, pursuant to the Law, also comes under the mandate of NITIA. Pursuant to the Law on Personal Data Protection the Commissioner for Information of Public Importance and Personal Data Protection represents the regulatory body as an independent government authority.

26.3 Accessibility Internet Penetration According to research conducted by the Statistical Office of the Republic of Serbia (SORS) 38.1% of the population used the Internet during the last three months of 2009, which is an increase of 2.8% compared to the previous year and 9% when compared to 2007. This means that more than 2,200,000 people accessed the Internet during the three months prior to the research, while over 1,450,000 used it on a daily basis.172 Service

2006

2007

2008

2009

Internet

23.9%

29.9%

35.6%

38.1%

Table 53: Internet penetration rate in Serbia for the period 2006-2009 Source: Statistical Office of the Republic of Serbia: Use of Information and Communication Technologies in the Republic of Serbia 2009: Belgrade, 2009, p.8.

Use of the Internet in Serbia is linked to levels of education and therefore in 2009, according to the results of the SORS research, the Internet was used by 72.9% of individuals with university or college degrees, 50.2% of individuals with secondary school diplomas and 16.5% of individuals with an educational level lower than secondary school. Analysis according to gender of the participants of the research conducted by SORS in 2009 shows that during the three months that preceded the research 42.3% of men and 34.1% of women used the Internet. According to CULLEN International data for 2008 46% Statistical Office of the Republic of Serbia, Use of information and communication technologies in the Republic of Serbia 2009, Belgrade, 2009, page 7-9.

172

280

Part III:

Country ICT Profiles

of Serbian men and 37% of women used a computer regularly, whereas the EU average is 66% for men and 60% for women. That is to say, 26 individuals out of a hundred access the Internet regularly in Serbia, while the EU average is 51, out of which 56% are men and 47% woman.

number of broadband connections has increased almost two-fold in comparison to the previous year, while the number of dial-up subscribers was reduced by almost a half, or to be precise 43%. This has made broadband Internet access dominant in Serbia. If the 738,000 3G mobile network subscribers were also taken into account when determining the total Type of Internet connection number of Internet subscribers in Serbia in 2008 this The total number of Internet subscribers in Serbia would raise the total number of Internet subscribers (excluding 3G mobile network subscribers) in 2008 was to 1.6 million, while broadband subscribers totalled 891,000 out of which 490,000 (55%) used broadband 1.2 million or 75% of the total figure. connections (see Table 44). This means that the total

Year

Dial-up

ADSL

Cable modem

Wireless

Mobile broadband

Other (ISDN, Ethernet, LAN..)

2005

708,226

9,530

23,956

1,049

13,914

2006

882,611

26,126

54,598

21,968

9,687

10,210

2007

685,397

132,359

87,731

36,059

257,379

2,276

2008

397,202

267,876

138,850

47,753

25,489

738,401

1,135

Table 54: number of Internet subscribers in relation to access technology in Serbia in 2008 Source: Republic of Serbia Telecommunications Agency (RATEL), â&#x20AC;&#x153;Overview of the Telecommunications Market in the Republic of Serbia for 2008â&#x20AC;?: Belgrade, 2009, p. 75.

281

eGovernance and ICT Usage Report for South East Europe - 2nd Edition A significant 173 increase in the number of users with ADSL modems has been noted and there are twice as many in comparison to the previous year. An increase in the number of cable modem users of over 70% was also noted. It is necessary to underline the fact that the special modems that enable broadband Internet access for users of a mobile 3G network appeared for the first time in 2008. The total number of these subscribers was about 25,000, which accounts for approximately 5% of the total number of broadband connections.174 Service

2005

2006

Broadband Internet access

41,000 1%

122,000 2%

2007 516,000 8%

2008 1,218,000 16%

Table 55: Broadband Internet subscribers in Serbia (in thousands) and the penetration rate in percentage Source: Republic of Serbia Telecommunications Agency (RATEL), â&#x20AC;&#x153;Overview of the Telecommunications Market in the Republic of Serbia for 2008â&#x20AC;?: Belgrade, 2009, p. 75.

In relation to the penetration rate175, the number of Internet connections per 100 users was 21, while the number of broadband Internet connections was 16176 (see table 45). However, if we exclude 3G mobile network subscribers the broadband Internet access penetration rate in Serbia for 2008 was 6.57%, which is still below the average for the countries of Southeast Europe (7.74%) not to mention the 22.9% average for

Republic Telecommunication Agency (RATEL), Overview of the telecommunications market in the Republic of Serbia for 2008, Belgrade, 2009, page 74. 174 Ibidem, pg.74. 175 Considering the fact that population number in Serbia is 7,365,000. 176 Including 3G mobile network subscribers. 173

282

EU countries (EU27).177 In order to compare RATEL data with that of Cullen International the following data can be presented. According to the Cullen International Country Monitoring Report (Annex 2) the total number of landline Internet connections, by connection type, for Serbia in 2008 was 464,535 broadband connections178 (all types) and 397,202 narrow band (dial-up) connections.179 We can also observe the Internet connection type at the company and household level. A. Households On the basis of the SORS research results gathered in 2009 in the Republic of Serbia 36.7% of households had Internet access and 22.9% of Serbian households had a broadband Internet connection, which is an increase of 7.4% in comparison to 2008 and 15.6% in comparison to 2007.180 Out of this number of households with Internet access the structure of Internet connection type was the following: 39.5% possessed DSL (ADSL), 29.3% possessed a modem connection, 23.4% cable Internet and 18% WAP and GPRS. The research results showed a decrease of 21.8% in the use of modem connections when compared to 2008 and 44.7% in comparison to 2007. This was caused primarily due to an increase in the use of broadband Internet connections. Republic Telecommunication Agency (RATEL), Overview of the telecommunications market in the Republic of Serbia for 2008, Belgrade, 2009, page 76. Broadband landline access relates to technologies with the connection rate of at least 256 kbit/s, in one or both directions, such as DSL (Digital Subscriber Line), cable modem, highspeed line lease, fiber-to-the-home (FTTH), electric energy network, satellite, landline wirless, wireless LAN and WiMAX. 179 Narrowband access relates to the analogue modem (dial-up through a standard phone line), ISDN (Integrated Service Digital Network), DSL with the connection rate of less than 256 kbit/s and mobile phones and other types of access with the connection rate of less than 256 kbit/s. It shopuld be mentined that narrowband mobile phone access covers CDMA 1x (version 0), GPRS, WAP and i-mode. 180 Statistical Office of the Republic of Serbia, Use of information and communication technologies in the Republic of Serbia 2009, Belgrade, 2009, page 5. 177

178

Part III:

Connection type

2007

2008

Country ICT Profiles

2009

DSL (ADSL)

12.1%

24.4%

39.5%

Modem

73.4%

51.1%

29.3%

Cable Internet

15.6%

23.2%

23.4%

Mobile phones: WAP, GPRS, etc

16.1%

15.6%

18.0%

Table 56: Internet connection type in Serbian households from 2007 to 2009 expressed in percentage Source: Statistical Office of the Republic of Serbia, â&#x20AC;&#x153;Use of Information and Communication Technologies in the Republic of Serbia 2009â&#x20AC;?: Belgrade, 2009, p. 5.

The prevalence of broadband Internet connection was at its highest in Belgrade where it was 37.6% and in the Autonomous Province of Vojvodina where it was 23%, whereas it was at its lowest in central Serbia where it was only 16.1%. Broadband Internet connections were mostly used by households with a monthly income above 600 Euros (58.3%), while the ration of households with an income of 300 Euros was only 9.1%. Differences were also evident when we compared the prevalence of this type of connection in the urban and rural areas of Serbia: 33.7% and 7.4% respectively. B. Companies On the basis of the results received through the SORS research, 94.5% of companies in Serbia had Internet access in 2009. Out of this number the structure of Internet connection type was the following: 65.5% of them had DSL (xDSL / ADSL), 15.5% had a modem connection, 24.3% had cable Internet and 11.6% had 283

mobile connections. Through this data we can observe a decrease in modem connections of 17.1% and an increase in DSL (xDSL / ADSL) of 8.5% when compared to 2008.181 Telecommunication network penetration (landlines, mobile phones) A. Fixed Telephony Telekom Srbija Inc. is no longer the only operator that owns a license for public voice telecommunications services. On the 19th February 2010 a second license was awarded to the Telenor company, thus ending the monopoly within Serbian fixed telephony. Since 2003 Telekom Srbija Inc. has been under the ownership of two stock-holders: the public company PTT Traffic Serbia (80%) and OTE from Greece (20%). Correspondingly, the number of lines of the fixed network has increased on a yearly basis. In 2008 it had increased by 3% when compared to 2007: standing at 3.08 million. Natural persons still comprise the majority of users and their ratio in relation to the total number of users is 89%, while the number of twin-lines has been reduced by 20%. The percentage of digitisation increased in 2008 and it currently stands at 95.52%. Fixed telephony penetration has also increased in comparison to the previous year and currently stands at 41.14%, which is above the regional average. Namely, in Serbia the number of subscribers per 200 citizens has risen from 38.59 to 41.14 (a rise of 6.6%) in the fixed network and from 112.70 to 128.27 (a rise of 13.8%) for mobile telephony. The average for SEE in 2007 was 26 lines per 100 citizens, while Serbia had 40 lines and therefore Statistical Office of the Republic of Serbia, Use of information and communication technologies in the Republic of Serbia 2009, Belgrade, 2009, page 14-15.

181

eGovernance and ICT Usage Report for South East Europe - 2nd Edition fitted the European average.182 2005 Number of equivalent landlines (millions)

2006

2007

2008

2.53

2.72

2.85

3.08

Number of subscribers and the penetration of fixed telephony in percentage

2,527,300 34%

2,719,000 36%

2,855,000 38%

3,085,000 41%

Number of subscribers and Cable Distribution Systems penetration

531,000 7%

542,000 7%

774,000 10%

856,000 11%

Table 57: The Fixed telephony and cable distribution systems in Serbia Source: Republic of Serbia Telecommunications Agency (RATEL), “Overview of the Telecommunications Market in the Republic of Serbia for 2008”: Belgrade, 2009, pp. 49-59.

According to the forecast of Business Monitor International the fixed telephony penetration rate in Serbia will reach 43% by 2010, while this is predicted to be followed by a mild period of stagnation in public fixed telecommunications services. 183 B. Mobile Telephony The mobile telephony market continued to experience positive growth in 2008, while public mobile telecomRepublic Telecommunication Agency (RATEL), Overview of the telecommunications market ion the Republic of Serbia for 2008, Belgrade, 2009, page 49-59. 183 Republic Telecommunication Agency (RATEL), Overview of the telecommunications market ion the Republic of Serbia for 2008, Belgrade, 2009, page 49-59. 182

munications networks covered an increasing percentage of territory and portion of the population. In the area of services the scope of existing services continued to rise, with the simultaneous introduction of new services based on the use of modern technology. Three operators are present in the market:184 • the telecommunications company “Telekom Srbija Inc.” (Mobile Telephony of Serbia - MTS) 80% owned by the public company “PTT Traffic Serbia” and 20% owned by “OTE” from Greece (license changed on the 01.08.2006); • “Telenor Ltd. Belgrade”, owned solely by Sonofon A.S from Denmark (license issued on the 01.09.2006); • “Vip Mobile Ltd.”(a member of the obilkom Austria Group) owned by the Telekom Austria Group from Austria (license issued on the 01.12.2006). System/ Technology

Spectrum (MHz)

Licence (date of issue)

Date of expiry

MTS

GSM, UMTS

900 & 1800 / 1900 & 2100

28th July 2006

28th July 2016

Telenor

GSM, UMTS

31st August 2006

31st August 2016

VIP

GSM, UMTS

1st December 2007

1st December 2017

Operator

Table 58: Mobile telephony operators in Serbia Source: Cullen International, “Supply of Services for Monitoring Regulatory and Market Developments for Electronic Communications and Information Society Services in Enlargement Countries”: June 2009, pp. 38-9.

184

284

Ibidem, pg. 59-60.

Part III:

Country ICT Profiles

All three operators own licenses for public mobile telecommunications networks and public mobile telecommunications network services in line with the GSM/GSM1800 and UMTS/IMT-2000 standards issued by the Republic of Serbia Telecommunications Agency. In the territory the Republic of Serbia licenses are issued for a period of ten years. After the end of this period, without the request of the license holder the license validity is then prolonged for another ten years under the provision that the license holder continues to meet all of the terms and requirements of the license. Vip Mobile Ltd received its license on 01.12.2006 and began operating in July 2007.185

According to RATE, the basic characteristic of the telecommunications market in Serbia in 2008 was as follows:187 • the number of subscribers per 100 citizens (fixed telephony) was 41.14; • the number of mobile users per 100 citizens was 128.28; • the number of Internet providers was 197; • the rate of Network digitalisation was 95.52%.

Territorial Mobile Network Coverage 1. Mobile Telephony of Serbia (MTS), as a branch of the telecommunications company “Telekom” had a market share of 64.11%. In the course of 2008 use of the third generation network (3G) was intensified. The number 2005 2006 2007 2008 of 3G network subscribers has grown considerably Number of from about 70,000 in 2007 to approximately 490,000 5,511,000 6,644,700 8,452,642 9,618,7670 subscribers in 2008. Penetration The coverage data is as follows: 74% 88.60% 112.73% 128.28% percentage • percentage of territory covered by the GSM network signal 87.54%; Table 59: Mobile telephony in Serbia • percentage of the population covered by the Source: Republic of Serbia Telecommunications Agency (RATEL), “Overview of the Telecommunications Market in the Republic of Serbia for 2008”: Belgrade, 2009, p. 59. GSM network signal 92.25%; • percentage of territory covered by the UMTS The majority of customers use a prepaid service network signal 29.50%; rather than a subscription or post-paid service. In • percentage of the population covered by the Serbia 79% of mobile subscribers are prepaid mobile UMTS network signal 55.85%; subscribers and 21% are post-paid (monthly paid) • number of base stations 1,798. 186 mobile subscribers. Roaming was enabled for 111 countries and 242 international operator networks. In addition to the Serbian market, “Telekom Srbija Inc.” is now present 185 186

Ibidem, pg. 59-60. Cullen International, Supply of services in monitoring regulatory and market developments for electronic communications and information society services in Enlargement Countries, June 2009, pg. 36

285

187

Ibidem, pages 49-59.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Percentage of households owning a computer The percentage of households in Serbia that owned a computer in 2009 was 46.8%, which represents an increase of 6% in comparison to 2008, a 12.8% 2. Telenor Ltd (100% owned by Sonofon A.S) • percentage of territory covered by the GSM increase in comparison to 2007 and a 20.3% increase in comparison to 2006. Laptop computers were owned network signal 84.21%; • percentage of the population covered by the by 9.3% of households in the Republic of Serbia, which represents an increase of 3.5% in comparison GSM network signal 93.23%; • percentage of territory covered by the UMTS to 2008, 5.5% increase in comparison to 2007 and 7.8% increase in comparison to 2006.188 network signal 9.85%; • percentage of the population covered by the The presence of computers in households varied depending on the territory: in Belgrade it was 59.8%, UMTS network signal 34.88%; in the Autonomous Province of Vojvodina 46.1% and • number of base stations 1,820. 3. Vip mobile Ltd (100% owned by Mobilkom Austria) in central Serbia 41.3%. Differences can also be noted • percentage of territory covered by the GSM when comparing the prevalence of computers in the urban and rural parts of Serbia: 56% as opposed to network signal 56.63%; • percentage of the population covered by the 33.6%. When compared to 2008 we can notice that this gap has widened. The computer presence growth GSM network signal 73.90%; • percentage of territory covered by the UMTS rates in the urban and rural parts of Serbia support this. In the urban parts of Serbia the growth rate was network signal 2.42%; • percentage of the population covered by the 8.5%, while in rural areas, compared to 2008, it was only 2.4%.189 UMTS network signal 25.83%; The presence of computers in households is also • the number of base stations 727. The percentage of the Serbian market share in relation related to income levels. In 2009 85.9% of households to the total number of users in 2008 stood at: Telekom with an income in excess of 600 Euros owned a computer. When it came to households with an income 58.93%, Telenor 31.94% and VIP 9.13%. of 300 to 600 Euros 63.8% owned a computer, while only 28.8% of households with an income of under 300 Euros owned a computer.190 The following table demonstrates the changes in the situation over the 2007-2009 period. as a mobile operator in both Republika Srpska and Montenegro.

Statistical Office of the Republic of Serbia, Use of information and communication technologies in the Republic of Serbia 2009, Belgrade, 2009, page 2. 189 Ibidem, pg.2. 190 Ibidem, pg.3. 188

286

Part III:

Income level

2007

2008

Country ICT Profiles Settlement type

2009

600 Euros and more

74.9%

83.9%

85.9%

300 - 600 Euros

54.1%

61.1%

63.8%

Up to 300 Euros

20.5%

20.7%

28.8%

2007

2008

2009

Urban

35.0%

41.2%

46.9%

Rural

13.7%

21.7%

22.0%

Table 61: Percentage of households with Internet access, according to settlement type, in 2009

Table 60: Percentage of Serbian households, according to income, that owned a computer in 2009

Source: Statistical Office of the Republic of Serbia, “Use of Information and Communication Technologies in the Republic of Serbia”: Belgrade, 2009, p. 3.

Source: Statistical Office of the Republic of Serbia, “Use of Information and Communication Technologies in the Republic of Serbia 2009”: Belgrade, 2009, p. 3.

Percentage of companies with an Internet connection According to the findings of the Statistical Office of the Republic of Serbia192 94.5% of companies had Internet access in 2009, which was a 3% increase in comparison with 2008, an increase of 3.9% in comparison with 2007 and 4.3% compared to 2006. An analysis of companies according to their size shows that 100% of large companies had Internet access. When it came to medium sized companies 97.7% of them had Internet access. The situation was slightly different for smaller companies where 93.4% of them had Internet access.

Internet Penetration in Households In 2009 36.7% of household in the Republic of Serbia had Internet access, which represents an increase of 3.5% compared to 2008, a 10.4% increase compared to 2007 and 18.2% compared to 2006. The prevalence of Internet access was highest in Belgrade (48.6%), while in the Autonomous Province of Vojvodina it was 37.9% and 30.5% in central Serbia. When it came to the presence of computers in households there was a considerable gap in relation to Internet access when the household structure was viewed according to the monthly level of income. Internet access was mostly present in households with a monthly income of more than 600 Euros (82.0%), while the share of households with an income up to 300 Euros was only 17.9%. The differences between urban and rural households in relation to private Internet connections was also evident. In 2009 46.9% of households in an urban environment had an Internet connection whereas only 22% of rural households could say the same.191 191

Statistical Office of the Republic of Serbia, Use of information and communication technologies in the Republic of Serbia 2009, Belgrade, 2009, page 3-5.

287

26.4 Utilisation of ICT in public administration The Use of Computers in the Daily Work of Public Servants/public Administration All of the employees of the central public administration possess a computer. At the local level, a large number of municipalities possess a sufficient number of computers for their basic needs. According to the 192

Ibidem, pg.14.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition results of a poll,193 over 50% of employees in 60% of There is no gender disaggregated data available. municipalities had a computer at their office. On the other hand, in 7% of municipalities less than 30% of The percentage of central level state institutions that use employees had access to a computer at their office.194 some type of network service (resource sharing, e-mail, etc.) All (100%) central level state institutions use network services, such as e-mail, share resources, printers, Ratio of employees with access Ratio of local self-governments to a computer common databases etc. < 10%

11-20%

21-30%

31-50%

18%

51-70%

22%

The percentage of central level state institutions with Internet access All (100%) central level state institutions have Internet access. They all possess broadband Internet connections.

The percentage of local administration institutions that use some type of network services (resource 91-100% 6% sharing, e-mail etc.) ALL 16% According to the results of the conducted poll, around 85% of Serbian municipalities with developed ICT Table 62: Ratio of employees at the local self-government infrastructure use some type of network service level who have access to a computer (resource sharing, e-mail, etc). The research concluded Source: NITIA, â&#x20AC;&#x153;Analysis of the State of ICT Infrastructure in the Cities and Municipalities of Serbia, 2009â&#x20AC;?, p.18. the following research data: 75% of municipalities had 1 to 5 servers in use, 13% had more than 5 servers and No gender segregated data is available. 40% of municipalities had an e-mail server, but at the same time around 15% of municipalities, mainly The number of public servants with access to e-mail in the underdeveloped regions of Serbia, had a poor that use it as a communications tool infrastructure for resource sharing and other network All public servants in public administration have services, with perhaps the exception of e-mail. The latter access to e-mail and use it as a communications tool. is underlined by the fact that 13% of municipalities did not even have one server, 6% of municipalities did not In the framework of the project Analysis of the state of ICT infrastructure in the cities and have a LAN network and in 8% of municipalities less municipalities of Serbia implemented by the Ministry of Telecommunications and Information Society (MTIS) in cooperation with the Standing Conference of Towns and Municipalities than 10% employees had Internet access.195 (SCTM) a poll was conducted in Serbian towns and municipalities. The poll was conducted by 71-90%

31%

193

means of web forms filled in by the IT professionals employed in local self governments. The poll was conducted from 30/12/2008 to 31/01/2009. 194 NITIA, Analysis of the state of ICT infrastructure in the cities and municipalities of Serbia, 2009, page 4.

288

NITIA, Analysis of the state of ICT infrastructure in the cities and municipalities of Serbia, 2009, page 4.

195

Part III:

Country ICT Profiles

Percentage of local administration institutions with Internet access According to the research results obtained by NITIA (see reference 202)196 all municipalities in Serbia have Internet access. The use of the Internet by local self-government employees in municipalities differed dependant on available equipment. In 47% of Serbian municipalities over 50% of the employees had Internet access at their office.197 In only 1% of the surveyed municipalities did less than 5% of employees use the Internet, while in 15% of surveyed municipalities between 90% and 100% of employees used the Internet. More detailed information on the situation in these municipalities is presented in the table below. Percentage of local selfgovernment employees with Internet access

Percentage of local self-governments < 5%

5-10%

11-30%

23%

31-50%

22%

51-70%

16%

71-90%

16%

91-100%

15%

Please note: Data on the connection TYPE is not available. Percentage of public servants that use public e-mail addresses Public e-mail addresses were used by 100% of public servants. Response time of institutions responding to e-mail queries made by citizens The research was conducted through e-mail queries sent to ministries and local authorities. The research results are shown below. Ministries The input data was the following: 24 ministries listed, 22 e-mail addresses found, 2 ministries either lacked an available e-mail on their website or their website was partially or totally out of function, zero e-mails were returned to the sender and 22 e-mails were supposed to have arrived at the given address. Day on which the response was provided

Table 63: Percentage of local self-government employees with Internet access Source: NITIA, â&#x20AC;&#x153;Analysis of the state of ICT Infrastructure in the Cities and Municipalities of Serbia in 2009â&#x20AC;?, p.13.

NITIA, Analysis of the state of ICT infrastructure in the cities and municipalities of Serbia, 2009, page 4. 197 Ibidem, pg.4. 196

289

Number of e-mails

Response provided on the same day

Response provided on the following day

Response provided on the third day

Response provided on the fourth day

Response provided on the fifth day

Response provided on the sixth day

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Response provided on the seventh day

Response provided on the eighth day

Day on which the response was provided Response provided on the same day

The total number of e-mails responded to over a two week period

Number of e-mails 45

Table 64: Response times for ministries that responded to the e-mail query

The percentage of e-mails responded to on the first day was 31.88% and the percentage of e-mails responded to within a two week period was 50%. Regarding gender disaggregated data, it was possible to determine that in two cases e-mails were responded to by women and two by men, while in 7 cases it was impossible to determine whether the response was provided by a woman or a man. Only one Ministry expressed an interest in receiving additional information. Municipalities and towns The input data was the following: the total number of towns and municipalities listed was 167, the number of found e-mail addresses was 150, the number of towns and municipalities that lacked an available e-mail on their website or whose website was either partially or completely non-functional was 17, the number of e-mails returned to the sender was 11 and the number of e-mails supposed to have arrived at the given address was 139.

290

Response provided on the following day

Response provided on the third day

Response provided on the fourth day

Response provided on the fifth day

Response provided on the sixth day

Response provided on the seventh day

Response provided on the eighth day

The total number of e-mails responded to over a two week period

Table 65: Response times for towns and municipalities that responded to the e-mail query

The percentage of e-mails responded to on the first day was 32.37% and the percentage of e-mails responded to within a two week period was 46.76% Regarding gender disaggregated data, it was possible to determine that in 20 cases e-mails were responded to by women and 24 by men, while in 21 cases it was impossible to determine whether the response was provided by a woman or a man. Fifteen towns and municipalities expressed an interest in receiving additional information.

Part III:

Country ICT Profiles

Investment by state institutions in ICT solutions (hardware, software and services) According to the available data, 40 million Euros from the National Investment Plan were supposed to be allocated for ICT investment, which is equal to approximately 4 billion Dinars. It is clear that investment in ICT was significantly reduced in 2009, due to the impact of the financial crisis, and that resources planned for 2010 are similarly modest. One example of investment by state institutions in ICT is the contract concluded between the MTIS and the Comtrade Group for the implementation of the project “IT System of the Republic of Serbia”. The contract was valued at 27,396,480.60 Dinars with an implementation deadline of 12.06.2009. According to a statement given by Minister Matić, over 1.5 billion Euros have been invested in ICT over the past five years. Measures aimed at the promotion of investment in the ICT industry are implemented by the Agency for Small and Medium Size Enterprises and the Serbian Investment and Export Promotion Agency. The Ministry of Telecommunications and Information Society will also continue to support research in the area of ICT. The MTIS will also continue to support research organisations and ICT companies in their efforts to become involved in the EU Seventh Framework Programme for Research and Technological Development. Efforts will also be made to include Serbia in the ICT Policy Support Programme, which is a part of the EU Competitiveness and Innovation Framework Programme.198

The position of the IT function within state institutions: the occurrence of three possible solutions Within the central state administration between 97% and 98% of institutions possess an IT sector and between 99% and 100% employ an IT professional or professionals. Some central level state institutions outsource the function of computer equipment maintenance. A study into the state of ICT in Serbian towns and municipalities demonstrated that a large number of towns and municipalities lack adequate IT professionals. It is estimated that only 25% of municipalities possess an adequate IT service. Such a conclusion was reached on the basis of the following indicators: only 36% of municipalities have an established IT service, as much as 25% of municipalities do not have a single IT professional, while 50% of municipalities do not have a single employee with a university degree. Only 28% of municipalities employ at least one person with some kind of professional IT license.199

NITIA, Analysis of the state of ICT infrastructure in the cities and municipalities of Serbia, 2009, page 4.

199 198

From the statement of Minister Jasna Mati. Source: “Danas”, 23/03/2009.

291

eGovernance and ICT Usage Report for South East Europe - 2nd Edition The percentage of male and female students that use computers at university No data is available for this indicator.

26.5 Utilisation of ICT within education The Number of Pupils per Computer in Primary and Secondary Schools • 100% of primary and secondary schools possess a computer lab. • 87% of primary and secondary schools have an Internet connection. • On average there are 26 pupils per computer. How often do pupils use e-mail or the Internet The frequency of e-mail/Internet usage among the pupil population was presented through a study conducted by Strategic Marketing for IREX, in August 2008, into the lifestyle and habits of young people. The study was conducted through focus groups and the young people involved were persons aged 15-25 from Belgrade, Novi Sad and Niš. The researchers concluded that there would be differences in the data for smaller towns and particularly for villages.200 The answers were as follows: 1) the Internet is used on a daily basis, it is the main information and communications media tool among the young and it is used predominantly for fun, 2) young people spend an increasing amount of time in front of a computer, on average 2 to 3 hours or even more; 3) all the research subjects, regardless of gender or age, had used the Internet for more than 3 or 4 years. The number of students per computer at university No data is available for this indicator.

200

http://irex.rs/index.php?option=com_docman&task=doc_details&gid=9&Itemid=77

292

Assessment of the type of internet access used in schools According to the available data, about two-thirds of schools in Serbia have Internet access. In order to determine the availability of Internet connections in schools the Ministry of Education conducted research titled “Overview of the Current State of ICT in schools” from March to May 2009. A total of 113 primary schools, vocational schools and secondary schools form across the territory of Serbia participated in the research. Out of this total, 26 of the primary schools had regional departments in 61 town. The number and structure of participant schools were as follows: 72 primary schools, 27 vocational schools and 14 gymnasiums. All participant schools had Internet access and the connection types are presented in the table below.

Part III:

Type of Internet connection

Country ICT Profiles

Number of schools

Percentage

ADSL

52.21%

Wireless

23.0%

Dial-up connection

12.58%

Rented phone-line

3.53%

Access via mobile phone

Cable Internet

5.3%

Academic network

1.76%

Table 66: Type of Internet connection for researched primary and secondary schools in Serbia 2009 Source: A presentation given by Professor Radivoje Mitrović, “Information Technology in Serbian Primary and Secondary Schools”.

Structure of the capacity of the national academic network The backbone of the Academic Scientific Research and Education Network (AMRES) is comprised of 2,300 km of optical fibres that connect 150 scientific, research and educational institutions and 100,000 active users across the entire territory of the country. Most state faculties in Serbia are AMRES members, together with the majority of science institutes, the Serbian Academy of Science, the National Library of Serbia, Matica Srpska (a scientific institute) and a certain number of local libraries, museums, primary and secondary schools. AMRES users, besides free Internet and e-mail access, also have access to a large number of scientific and research services, including KoBSON which provides access to 35,000 international scientific journals and eBooks, the digital National 293

Library and the SEEGRID regional network of super computers.

26.6 Know-how and human resources The ratio of public servants trained in the use of ICT. The training of public servants in the use of ICT falls under the competency of The Human Resource Management Service of the Government of Serbia. A qualitative analysis shows that all employees received basic ICT training necessary for their daily duties, but that only a small percentage of them underwent any advanced level of ICT training. One examples of this organised training is linked to the activities of the Public Procurement Office and the Ministry of Telecommunications and Information Society. Having

eGovernance and ICT Usage Report for South East Europe - 2nd Edition in mind the need to modernise the existing Serbian public procurement system and the need to prepare the client for a timely shift to the new system for the placement of advertisements, in October 2008 these two institutions organised training for the professionals who will work on these activities. No gender disaggregated data is available. ICT subjects in primary and secondary school curricula In vocational schools, gymnasiums and secondary schools in the territory of the Republic of Serbia the ICT curricula are currently taught by over 1,000 ICT teachers. The ICT teaching programme is realised in line with the current curricula determined by the Ministry of Education, as described below.201 a) Primary Schools From the 1st to the 5th grade of primary school the optional subject “From toys to computers” targets the development of motor skills through the use of materials, kits, tools, devices and computers, developing creativity and construction skills, skills and capabilities related to the use of materials, kits, tools, devices and computers in play and everyday life as well as developing the ability to solve simple tasks with the help of computers. In addition to creative and practical activities, the focus of this programme is to establish a link between theoretical knowledge and motor skills, along with the practice and adoption of more complex procedures and actions. In the 7th and 8th grade of primary school IT related 201

http://upissrbije.edu.rs/index.php?option=com_content&view=article&id=47&Itemid=27 Research from May of 2009 conducted by the Association of IT Professors and published on the website of Ministry of Education. http://www.mp.gov.rs/resursi/dokumenti/dok129-srpUPIS_ICT_u_srbiji.pdf

294

subjects are organised as optional, dependant on the school’s capacity (equipment and staff). Since 2008, an optional subject titled “Basic IT” has also been introduced for the 5th and 6th grades of primary school. IT is not a mandatory subject in primary schools. b) Secondary Schools In gymnasiums the IT programme is realised throughout all four years, either through regular subjects or socalled block classes with practice. In vocational schools it is a mandatory subject and in specific schools IT is studied for two, three or four years dependant on the educational profile and type of the school. The majority of Serbian secondary schools are vocational. In most of these schools computer science and IT is only taught in the first grade. Investment in IT education in Serbia, in proportion to the number of citizens, is six times lower than in Croatia and Slovenia, and 30 to 90 times lower than those of developed societies in the EU. This was demonstrated through European EDCL Foundation data presented at the Conference on the Role of the Media in the Promotion of Information Society Development, held at the Chamber of Commerce of Serbia in Belgrade.202 Development of digital content in the domestic language In the area of the development of digital content in the domestic language we can mostly record activities related to individual institutions, while the digitisation of material is conducted by the National Library of Serbia (NBS).203 The National Library is also linked 202 203

http://www.seecult.org/node/30642 http://digital.nb.rs/scc/

Part III:

Country ICT Profiles

to the on-line Digitised European Heritage Archive (www.europeana.eu). Due to the efforts of the NBS, selected works of different forms of art are present in this database. The National Centre for Digitisation also contributes to these activities.204 Of the other significant projects in this area we should mention the Call for Proposals for Co financing of Programmes/ Projects in the area of Cultural Heritage Protection and Library activities for 2010 issued by the Ministry of Culture of the Republic of Serbia in December 2009. Among others factors, the right to participate in this Call for Proposals was granted to projects from this area that would have an impact on the development of information and knowledge in society (http://www. kultura.gov.rs/?jez=&p=4957). The following activities, that are due to be implemented during 2010, were identified as national priorities under the Action Plan for Agenda Plus: 1) production of a situational analysis in the area of creative on-line content in both the Serbian and minority languages together with a comparative analysis of the situation at the regional, that is European, level with a proposal for priorities related to the development of digital content production; 2) to design and plan measures for the promotion of digital content production in line with EU best practice and the preceding analysis and 3) to design and plan measures to promote the shift of cultural institutionsâ&#x20AC;&#x2122; contents from conventional forms to digital in line with EU best practice and the preceding analysis. The key competent Ministry is the Ministry of Culture in cooperation with the MTIS. According to some assessments205 there are 204 205

http://www.ncd.matf.bg.ac.yu/?page=projects&lang=sr. INA Academy, eGovernment Case Studies eGovernment in the Republic of Serbia, Thessalonica, 2008, page 14.

295

approximately 5,000 active IT professionals in Serbia who are competent in different areas of methodology, technology and IT tools. Their activities are related to the development of high-quality software, system integration and hardware, development of front-end, back-end and middle-ware components; together with the possibility to design customised software solutions and systems capable of improving a clientâ&#x20AC;&#x2122;s compete IT process. About 1,000 students graduate from Belgrade University in the area of electronics and computer sciences annually, which represents 7% of all graduates. Since 1968, students of the Mathematics Gymnasium have won an impressive number of medals at the World Knowledge Olympics in the areas of mathematics, physics and IT sciences (81 medals for mathematics, 17 for physics and 14 for IT sciences). The National Library Digitisation Programme has been adopted. A joint bibliographic database is available on-line, which allows all libraries with Internet access to use it. According to the electronic database of the National Library of Serbia, the average percentage of libraries with Internet access is 18% (11% of public libraries, 42% of university libraries, 18% of special libraries and 1% of school libraries: both primary and secondary). Libraries have access to digital books and magazines; however, there is a distinct lack of digital content (books and magazines) in Serbian.206 In that context, it is necessary to continue with the process of public libraries entry into COBISS (a unique library information system - mutual central catalogue of the Republic of Serbia). The process was initiated in 2002. AMRES users have access to a large number 206

eSEE Agenda+ eSEE Initiative Realization Matrix, September 2009.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition of scientific and research services, such as KoBSON, which provides access to 35,000 foreign scientific magazines and eBooks as well as to the Digital National Library. The cultural and historical heritage digitisation programmes are at the very beginning of their implementation. A Working Group for Cultural and Historical Heritage Digitisation was established within the Ministry of Culture in October 2007. A list of priorities is being produced.207 It is necessary to create the prerequisites for the development of cultural and historical heritage digitisation programmes in the following manner: a) design a central database for the cultural heritage of the Republic of Serbia, b) improve the information and communications infrastructure within cultural institutions, c) realise the first phase of implementation of the GIS (Geographic Information System) for immovable cultural goods, d) determine support measures for continued activities on the digitisation of movable cultural heritage, e) determine support measures for activities on the digitisation of non-material heritage and f) create an Internet portal for the cultural heritage of Serbia. Regarding the legal framework, it is necessary to pass a law to regulate electronic archives.208

26.6.1 Institutions Related to eGovernance Development The following list gives basic contact information for the institutions in charge of eGovernment development (education, R&D institutions, NGOs etc). 1. The National Information Technology and Internet Agency (NITIA) Director: Damir Baralić E-mail: (office@ rzii.gov.rs) Web address: (http:// www. rzii.gov.rs) 2. The Ministry of Telecommunications and Information Society (MTIS) Minister: Jasna Matić E-mail: (kabinet@mtid.gov.rs) Web address: (www.mtid.gov.rs) 3. The Ministry of Public Administration and Local Self-government Minister: Milan Marković Web address: (http://www.drzavnauprava.gov.rs) 4. The Ministry of Interior Minister: Ivica Dačić Web address: (http://www.mup.gov.rs) 5. The Ministry of Science Minister: Božidar Djelić Web address: (www.nauka.gov.rs)

207 208

6. The Commissioner for Information of Public Importance and Personal Data Protection Commissioner: Mr Šabić

Idem Action Plan for eSEE Agenda+ Implementation, page 17.

296

Part III:

Country ICT Profiles

7. The School of Electrical Engineering, University of Web address: (www.institutepupin.com). Belgrade 26.6.2 Major Providers of Address: Bulevar Kralja Aleksandra 73, Belgrade. eGovernance Solutions Tel: +381-11- 324-8464 Web address: (www.etf.bg.ac.rs) 1. S&T Serbia Ltd. 8. The Faculty of Organisational Sciences, University Address: Narodnih heroja 43/XII, Belgrade. Tel: +381-11-311-6221 of Belgrade Fax: +381-11-311-7665 Address: Jove Ilića 154, Belgrade. E-mail: (info@snt.rs) Tel: +381-11-3950-8005 Web address: (www.snt.co.rs) Web address: (www.fon.rs) 9. CePIT (Centre for Research into Information Technologies), Belgrade Open School Address: Masarikova 5/16, Belgrade. Web address: (http://www.bos.rs/cepit/i-drustvo/ index.php) 10. Centre for Internet Development Address: Masarikova 5/VII, Belgrade. Tele: +381-11-306-1531 Web address: (http://www.netcentar.org)

2. SRC Sistemske Integracije Ltd Address: Bulevar Mihajla Pupina 165v, 11070 Novi Beograd. Tel: +381-11-222-5001 Fax +381-011-222-5002 Web address: (www.src.si/sr). 3. Comtrade Address: Savski nasip 7, Beograd. Tel: +381-11-201-5600 , +381-11-201-5626 Web address: (www.spinaker-nt.com)

11. Stalna Konferencija Gradova i Opština (SCTM) Address: Makedonska 22/VIII, 11000 Belgrade. Tel: +381-11-322-3446 Fax: 011-322-1215 E-mail: (secretariat@skgo.org) Web address: (http://www.skgo.org) 12. Institute Mihajlo Pupin Address: Volgina 15, 11000 Belgrade. Tel: +381-11-277-1398, +381-11-2772-876 Fax: +381-11-277-6583 297

4. MEGA Computer Engineering Address: Mis Irbijeve 48g, 11000 Beograd. Tel: +381-11-283-2399 Web address: (www.mega.rs) 5. SAGA Ltd. Beograd Address: Milentija Popvića 9, 11000 Beograd. Tel: +381-11-310-8500 Web address: (www.saga.rs)

eGovernance and ICT Usage Report for South East Europe - 2nd Edition tion of an Electronic System for Office Functioning and Documentation Management. • MTIS and NITIA (Director: Damir Baralić; web address: www.rzii.gov.rs; e-mail: office@ rzii. gov.rs) project: eProcurement.

26.7 Major Projects Related to eGovernance Development

a. Active • The MTIS and NITIA (Director: Damir Baralić; web address: www.rzii.gov.rs; e-mail: office@rzii.gov. rs) project: Improvement of the eGovernment NITIA + SCTM (December 2009) (Director: Damir National Portal). Baralić; web address: www.rzii.gov.rs; e-mail: office@ rzii.gov.rs) project: the Design of Local SelfAt first the new eGovernance Portal will offer at least governments Websites. 10 electronic services to citizens and companies using The project was launched by the National Information qualified eCertificates.209 Technology and Internet Agency (NITIA) in cooperation This will include certain services of the Tax with the Standing Conference of Towns and Administration, the Ministry of Interior, the Serbian Municipalities (SCTM). The goal of the project is for Business Registers Agency, the National Employment all Serbian municipalities to develop a website over as Service, the Commercial Court, the Cybercrime short a period of time as possible. This project is part Prosecutor’s Office as well as specific services at the of the larger NITIA project eGovernment Internet Portal level of local self-government. After the launch of the Development, a part of which is the integration of portal new services will continue to be added. The local self-governments into the eGovernment National eGovernance Portal represents a unique electronic Internet Portal. Website hosting will be provided by Internet information desk. The portal users, after NITIA, which, together with the SCTM and the MTIS, signing in, will have options for electronic identification, will provide support to municipalities for all of the presenting inquiries, completing eForms, paying their activities required for website design as well as the fees on-line, monitoring the processing of their file training required for subsequent site maintenance. and receiving requested documents after the end of Invitations to training will also be sent to all other the process. The first phase of the realisation of the municipalities that wish to improve their websites. portal has been announced for the first quarter of The SCTM and USAID project “Promotion of the Best 2010, while the realisation of the remaining projects ICT Practices” has the goal to provide support to is planned for late 2010. local self-government in Serbia for the introduction • MTIS and NITIA (Director: Damir Baralić; web of innovative ICT solutions as one of the major tools address: www.rzii.gov.rs; e-mail: office@rzii. for local economic development. gov.rs) project: Development and Implementa209

“Politika“, 16/1/2010

298

Part III:

Country ICT Profiles

The Ministry of Interior project related to the issuance Project was a step forward in the modernisation of of electronic IDs and passports to the citizens of Serbia the Serbian Customs Office. The goal was to enable (August 2008). the uninterrupted flow of goods and reduce the costs of trade transactions. The project was made possible The Ministry of Finance and the MTIS (June 2007) by the changes and upgrades that were made to the “State Tax Administration Modernisation Programme”. Customs Office IT system. In addition to employee training (approximately In April 2000, following the adoption of the Law on 12,500 with 2,500 in the area ICT), since the launch the Development and Operability of IT Systems, the of the programme in 2003, a Call Centre has been functioning of the IT system for the Management of established and the electronic submission and filing Citizens’ Personal Status was approved. The project of tax documentation has been provided as well as contained three functional units/subprojects: the the ability to download tax forms. It is expected that Central Registry, the Electorate and Citizens. an option for on-line tax payments will also become In January 1998 the Project for the Integration of the available. Computer and Telecommunications Network of Public Institutions was launched. Central network nodes have b. Completed been established. NITIA (Director: Slobodan Vučković; web address: In May 1997 a transitory solution for the Use of a www. rzii.gov.rs; e-mail: office@rzii.gov.rs). In March Common Database for Public Information Systems in 2007 the eGovernment Internet Portal was launched the Republic of Serbia was introduced. According to at (www.euprava.gov.yu). This was the first step in a this project a common database would contain data campaign focused on raising the Serbian government’s from the Citizens’ Registry, the Legal Entity Registry awareness on the importance of providing support for and the Land registry. the introduction of an on-line eGovernment service for the business sector, as well as for the citizens and the state administration itself. During 2006 the eSerbia Project210 was funded through the National Investment Plan. It was launched with the goal of creating a unique computer network for all government institutions in the Republic of Serbia. The Customs Office of the Republic of Serbia (June 2005) Electronic Submission of Tax Declarations 210

The projects listed for 1997-2006 period taken from: INA Academy, eGovernment Case Studies eGovernment in the Republic of Serbia, Thessalonica, 2008, pages 7-9.

299

eGovernance and ICT Usage Report for South East Europe - 2nd Edition C. Planned 4. The USAID Serbia Competitiveness Project is 1. The Centre for Internet Development, with focused on several branches of the economy, the support of the Fund for Open Society, will including ICT. The strategic focus of the project implement a project in support of the integration is on the strengthening of the capacity of of Serbia into the unique information space of Serbian companies to be competitive in the Southeast Europe. The goal of this project will international market. This will be achieved through be to open the floor for discussion in regard to an improvement of domestic IT companies’ the coordinated implementation of the activities competitiveness by means of building their set out in the Action Plan of the Government of capacities in technical areas, such as project Serbia for the implementation of the Agenda on management, but also of the so-called soft skills Information Society Development in the SEE region like marketing. Support will be given to companies 211 (eSEE Agenda Plus). in order for them to obtain internationally valid 2. There is an ongoing Call for Projects announced licenses, the promotion of sales and marketing by the British NGO “mySociety”, with the support strategies aimed at increasing the export of of the Open Society Institute (OSI). The goal is to IT services and solutions, especially through support websites created by citizens and their outsourcing; identification of B2B possibilities associations in Central and Eastern Europe that within Serbia and the region, which would enable could carry some of the functions of eGovernment, growth through local demand for IT solutions in line with a model that has already been and services in the private and public sector; the successfully implemented by this NGO in the facilitation and increase of Greenfield and joint 212 214 United Kingdom. investments in the area of ICT. 3. In December 2009 the Ministry of Culture of the Republic of Serbia announced a Call for Proposals 26.8 Active Donors in the Area of eGovernance and ICT for the co-financing of projects/programmes in the field of cultural heritage protection and library activities for 2010. Among other factors, the right 1. The Fund for Open Society has the following priorities within their information IT programme: to participate in this Call will be granted to projects harmonisation of domestic IT policy goals with from this area that will have an impact on the the Lisbon Agenda and e-SEE agenda, provision development of an information and knowledge 213 for the participation of all stakeholders and the society. public in decision making processes related to the development of an information and knowledge society, use of ICT for the purpose of developing 211

212 213

http://www.netcentar.org/index.php?option=com_content&task=view&id=156&Itemid= http://cee.mysociety.org/2009/10/call-for-proposals-launched/ http://www.kultura.gov.rs/?jez=&p=4957

300

214

http://www.compete.rs/?q=sr/sectors/ict

Part III:

Country ICT Profiles

a knowledge society based on inclusion, the rule 26.9 Important Events Related to eGovernance of law, accountability, citizen participation, control over public authorities and openness towards a. Main Developments and Key Milestones (in reverse differences.215 2. The British NGO “mySociety” with the support chronological order) • October 2009: The Strategy and Action Plan of the Open Society Institute (OSI) (see under: for eGovernment Development until 2013 were Projects).216 adopted. 3. The Ministry of Culture of the Republic of Serbia 217 • April 2009: The Action plan for eSEE Agenda (see under: Projects). 218 Plus Implementation up to 2012 was 4. USAID Serbia (see under: Projects). adopted for coordination by the Ministry for 5. European Commission (IPA 2009) provides Telecommunications and Information Society. support to the Ministry of Telecommunications • December 2008: Enforcement of eIdentification and Information Society for the development began. PTT Serbia became the first Certified of eGovernment service. Project value: EUR 8 Authority for the issuance (sale) of qualified million.219 digital certificates. 6. European Commission in Serbia within the framework • November 2008: The Serbian Assembly of the programme of the Municipal Support adopted the Law on Personal Data Protection. Programme in Northeast Serbia. This programme • October 2008: In accordance with Government (MSPNES) includes plans for six roundtables on Conclusion 05 No. 030-4199/2008, the eGovernment, the first of which was held in Zrenjanin Government of the Republic of Serbia adopted (see eGovernment, p.27). the Conclusion on Accepting the Information 7. The European Agency for Reconstruction funded on Transition from .sr.gov.yu to .gov.rs. a programme for the modernisation of the State • August 2008: The Ministry of Interior started Tax Administration in August 2003. to issue electronic ID cards and passports to citizens. • June 2008: The Government of the Republic of Serbia accepted information and the conclusion on acceptance of the document titled “Recommendations for the Creation of Public Institutions Websites” made by http://www.fosserbia.org/programs/program.php?id=133 http://cee.mysociety.org/2009/10/call-for-proposals-launched/ NITIA in relation to the eAccessibility issue http://www.kultura.gov.rs/?jez=&p=4957 http://www.compete.rs/?q=sr/sectors/ict of accessibility to electronic information for http://www.evropa.sr.gov.yu/ReportServer?%2F_G_Reports%2F_G_PROJECTS%2FProject_08 215

216 217

218 219

_10&currentCultureId=1033&ProjectId=2141&rs%3AParameterLanguage=&rc%3AParameters =Collapsed&rc%3AToolbar=False

301

eGovernance and ICT Usage Report for South East Europe - 2nd Edition persons with special needs. • May 2008: The Serbian Business Register Agency introduced the possibility for an electronic intake with an official electronic form to start the procedure to register a new company. • March 2008: Amended bylaws governing the implementation of the Law on Electronic Signature were accepted. • October 2007: The Ministry for Telecommunications and Information Society signed a new regional plan for IS development under eSEE Agenda Plus, signed in Sarajevo. • June 2007: The Programme for the Modernisation of the Government Tax Administration was finalised. Since the beginning of the programme (2003) 12,000 workers have undergone training, of which almost 2,500 were trained in the field of informatics. As part of the programme, a Call Centre was set up and the electronic filing of income tax returns was enabled along with the option to download free tax forms from the website. Consequently, within a year all tax payers will be able to submit their tax returns electronically. • March 2007: The National Agency for Information Technology and the Internet (NITIA) launched Serbia’s eAdministration Portal at www.euprava.gov.yu with 20 basic services. • During 2006: the project eSerbia (funded by the National Investment Plan) initiated the construction of a unique computer network 302

•

• •

•

of governmental institutions and institutions of major importance. (Also see Projects). October 2006: The Strategy and Action plan for Information Society Development in the Republic of Serbia was adopted. June 2005: The “Electronic lodging of Declarations” Project came into force with the objective to facilitate the flow of goods and reduce the costs of operations (see Projects). December 2004: The Law on Electronic Signature was accepted. November 2004: The Law on Freedom of Access to Public Information was adopted with high expectations related to its implementation. The Law stipulates the minimum amount of public information to be published by each governmental institution, while any request for information of significance public interest has to be processed under the framework within fifteen or twenty days. In addition, a 1Gbitsec trans-country optical backbone for the Academy Research Network has been developed. Research institutes, libraries, health and educational institutions are currently in the process of being connected. October 2002: The Minister of Science, Technology and Development signed, in Belgrade, the Agenda for Information Society Development in South East Europe (eSEE Agenda). October 2001: The Government of the Republic of Serbia adopted the Programme for Information System Development in the

Part III:

Country ICT Profiles

Republic of Serbia. Additionally in the same year, the Project “Unique Register of Streets and Home Numbers in the Republic of Serbia” (Address Register) along with the Programme for Maintaining the Registry were adopted. • April 2000: The Government of the Republic of Serbia adopted the legal Act on the Development and Operability of Information Systems. In the same year an Information System for Handling the Personal Status of Citizens was approved. The project evolved three functional unit/subsystems: Master Register, the Electorate and Citizens (see Projects).

• CRM, 2 April 2009, Belgrade. • Mobile FEST, 7-9 April 2009, Novi Sad.

In September 2009 the Standing Conference on Towns and Municipalities (SCTM) and USAID, within the framework of their Municipal Economic Growth Activity, organised the first conference dedicated to the best information and communications practices among Serbian local self-governments. The conference was held on the 16th September 2009 at the Radon Hotel in Niška Banja. The Conference presented an opportunity for the promotion of the publication “Best ICT Practices in Serbian Towns and Municipalities”, which was prepared by experts from the Faculty of Electronics in Niš. The Faculty acts as a partner to b. Conferences SCTM and USAID for the project the Promotion of Best • SEBB 2007. ICT Practices, which has the goal of providing support to local self-governments in Serbia in their efforts to • PosTel 2008. • TELFOR 2008, 25-27 November 2008, Belgrade. introduce innovative ICT solutions as one of the major • ETRAN 2008. tools of economic development. • TELSIKS 2007. The ICT fair “Incotech 2009” was held in Zrenjanin • INFOTEH 2008. on the 3-5 December 2009. In the scope of the fair, a • ARCINFO 2008. • InfoArena 2009. roundtable on eGovernment was held during which • Smart eGovernment 2009 (http://www. a presentation of the “Manual for ICT in Local Selfsmartegov.rs/rs/index.html). Government” was given. This publication, produced • eDemocracy 2009 (http://www.e-drustvo.org/ by the National Information Technology and Internet edemocracy.html). Agency, is intended to improve the eGovernment • eGovernment Conference, 6-7 October 2008. function of local self-government units. The manual was supported by a Delegation from the European • Microsoft Sinergija, 16-19 October 2008. • CISCO Exposition, 11-12 November 2008, Commission in Serbia as part of the Municipal Support Belgrade. Programme in Northeast Serbia. Namely, the Municipal Support Programme in Northeast Serbia (MSPNES) • YU INFO, 8-11 March 2009, Kopaonik. 303

eGovernance and ICT Usage Report for South East Europe - 2nd Edition contains plans for six roundtables on eGovernment, the first of which was the one held in Zrenjanin. The Ministry of Telecommunications and Information Society of the Republic of Serbia in cooperation with the Serbian Chamber of Commerce organised an Info Day dedicated to the ICT Policy Support Programme (ICT PSP). The Info Day was held on the 5th February 220 2010.

FYR Macedonia

27.1 Legal Infrastructure In FYR Macedonia all political, strategic and legal documents of importance to the development of Information Society and the concept of eGovernment have been adopted. Some of them are as follows: • National Policy, Strategy and Action Plan for the Development of an Information Society (2005); • National Strategy for the Development of Electronic Communications and Information Technology (2007); • National Strategy for the Development of Next Generation Broadband and the Action Plan (2009); • eGovernment Strategy 2010-2012 (to be adopted).

c. Announced meetings • YU Info 2010, 3-6 March 2010, Kopaonik - 16th session. Two panel discussions are planned for this year: a Serbian ICT Leaders Panel Discussion and a Panel Discussion on the Options and Challenges of Participation in EU Projects (http://www.e-drustvo.org/yuinfo/). • The Association of Computer Forensics Experts - IT Forensics Expert and the Institute for Business research of Singidunum University will organise the Third Scientific and Professional Symposium on the Abuse of IT and Related The legal framework: • Law on Data in Electronic Form and eSignature Protection on the 5-6 March 2010 at Singidunum (Official Gazette of Macedonia No. 34/2001 and University (Danijelova 32, Belgrade). The goal 06/2002); of the symposium will be to unite and broaden • Law on Electronic Communications (Official available knowledge and provide an insight Gazette of Macedonia No. 13/05, 14/2007 and into organised methods for the transfer and 55/2007); exchange of options to protect against IT abuse: • Law on Broadcasting Activities (Official (http://www.itvestak.org.rs/ziteh_10/ziteh-10. Gazette of Macedonia No. 100/2005, 19/2007, htm). 103/2008 and 6/2010); • Law on Personal Data Protection (Official Gazette of Macedonia No. 12/94, 4/02 and 07/05); 220

For more information see: http://www.itdogadjaji.com/2010/01/31/info-dan-posvecen-programuza-podrsku-sprovodenja-zakona-i-strategija-u-oblasti-ikt-a/

304

Part III:

Country ICT Profiles

• Law on Freedom of Access to Information of Public Character (Official Gazette of Macedonia No. 13/2006, 86/2008 and 6/2010); • Law on the Interception of Communications (Official Gazette of Macedonia No. 121/2006, 110/2008 and 4/2009); • Law on Copyright and Related Rights (Official Gazette of Macedonia No. 47/96, 3/98, 98/02, 4/05, 23/05 and 131/07); • Law on Electronic Commerce (Official Gazette of Macedonia No. 133/07); • Law on Legal Protection of Services that are based on or Concern Conditional Access (Official Gazette of Macedonia No. 127/2008); • Law on Electronic Administration (Official Gazette of Macedonia No. 115/09); • Law on the Founding of the Macedonian Academic Research Network - MARNet (final phase of parliamentary procedure); • Criminal Code (provisions regulating cybercrime).

public sector.221 The National Council for Information Society is an expert consultancy body comprised of representatives from the private and public sectors, universities and civil society associations. The National Council provides support to the Government and state institutions through the provision of guidance and recommendations for the application of ICT and the development of the information society in general. The Ministry of Transport and Communications, along with its other responsibilities, performs activities related to the regulation of the electronic communications domain, namely the development of electronic communications and information technology aimed at the creation and development of the information society.222 The Agency for Electronic Communications is an independent regulatory body that performs activities in accordance with the Law on Electronic Communications and its subsequent bylaws, the National Strategy for the Development of Electronic Communications and Information Technology and international agreements 27.2 Institutional Framework signed or ratified by FYR Macedonia within the sphere of electronic communications.223 The Ministry of Information Society (MIS) is the highest The Broadcasting Council is an independent nonbody in the country responsible for the creation and profit regulatory body that regulates matters related development of the information society. The primary to broadcasting activities.224 aims of the Ministry are the planning, administration and approval of all ICT projects within the Government of FYR Macedonia and all state institutions. Furthermore, the Ministry of Information Society is responsible for Ministry of Information Society of the FYR Macedonia, “eGovernment Strategy 2010-2012, draft version”, p.22, available on-line at http://www.mio.gov.mk/files/pdf/dokumenti/Strategija_ the promotion and expansion of ICT usage throughout za_e-Vlada-predlog_11.12.2009.pdf. Accessed on 04.01.2010. Ministry of Transport and Communications, http://mtc.gov.mk/new_site/mk/storija.asp?id=132. the country by means of enhanced and increased Accessed on 31.12.2009. Law on electronic communications, Official Gazette of FYR Macedonia No. 13 from 25.02.2005. accessibility to ICT for the citizens, businesses and Law on broadcasting activity, Official Gazette of FYR Macedonia No. 100 from 21.11.2005. 221

222

223 224

305

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 27.3 Accessibility

while VIP claims that its own network covers 90%230 of the population of FYR Macedonia. In the first quarter of 2009, 55.5% of the total 51.4% of households used a computer in the first population aged 15-74 used computers,225 while 81% quarter of 2009231, while 41.8% of households had of households with Internet access had broadband Internet access at home, out of which 81% had a Internet access. The most common type of Internet broadband connection.232 access, in this period, was xDSL (ADSL and other) In 2009 a total of 94.7% of enterprises with ten or technology, which accounted for 47.2% of households more employees possessed computers and 86.3% with Internet access. of them used the Internet.233 In 2009 there were 8 operators of fixed voice services, 3 operators of mobile communications services, 66 27.4 Utilisation of ICT in public administration cable operators, 54 Internet service providers and 27 VOIP providers in FYR Macedonia. 226 In FYR Macedonia 56% of public sector institutions The total number of fixed telephony lines was 443,727 had strategies for the development of ICT:234 80% (covering an estimated population of 2,114,550 of ministries, 72% of public enterprises, 71.1% of and 20.98% of fixed telephony penetration), out of state agencies/organisations and 38.3% of local selfwhich 386,184 were residential and 57,543 business government had an ICT strategy.235 subscribers. The number of active mobile telephony In 2009 all (100%) of the entities in the public sector subscribers227 at the end of the second quarter of (both central and local) used computers. Out of the 2009 was 1,878,553, which amounted to a mobile total number of employees in the public sector 72.1% telephony penetration rate of 92%, based on an used computers: 91.8% of employees in the ministries, estimated population of 2,048,619. 84.5% of employees in state agencies/organisations, T-Mobile covers 98.5%228 of the territory of FYR 60% of employees in local self-government units and Macedonia, one network covers 95%229 of the territory, 33% of employees in public enterprises.236 95.7% of institutions in the public sector and 100% of ministries at the central level used electronic mail, State Statistical Office “ICT usage in households and individuals“, News release No: 8.1.9.23, from 26.10.2009. Agency for electronic communications, “Report on development of electronic communications market for the second quarter of 2009”, 22.10.2009. Available on-line at http://aek.mk/index. php?option=com_docman&task=doc_download&gid=319&Itemid=, accessed on 09.01.2010, and presentation given at the press conference for the promotion of the report available on-line at http://aek.mk/index.php?option=com_docman&task=doc_download&gid=321&Itemid=, accessed on 09.01.2010. 227 According to the Agency for electronic communications the term “active subscriber” used in their data refers to mobile telephony subscriber who „in the last three months caused in any manner electronic communication event“. Electronic communication event is “call, call answer, sending message, sending data (including GPRS), or performing other services (paying monthly subscription, paying pre-paid voucher, etc).” 228 T-Mobile “Annual report for 2007“, available on-line at http://www.t-mobile.mk/public/mk/ documents/Godisen_Izvestaj_2007.pdf. Accessed on 04.01.2010. 229 http://www.one.mk/default.aspx?pArtID=263&pos=4. Accessed on 04.01.2010. 225

226

306

http://www.dnevnik.com.mk/default.asp?ItemID=DFAA0AD8B7C78D489BEF99DFB7FFB91F. Accessed on 04.01.2010. State Statistical Office “ICT usage in households and individuals“, News release No: 8.1.9.23, from 26.10.2009. 232 Ibid. 233 State Statistical Office “ICT usage in enterprises“, News release No: 8.1.9.28“, 21.12.2009. 234 Ibid. 235 Association of the units of local self-government of the FYR Macedonia – ZELS has drafted “Manual for drafting local strategies in the sphere of information and communications technology” at the end of 2009. All municipalities in the FYR Macedonia are expected to adopt and to start implementation of their local ICT development strategies by the end of 2010. 236 State Statistical Office “ICT usage in public sector“, News release No: 8.1.9.29”, 31.12.2009. 230

231

Part III:

Country ICT Profiles

while the percentage at the local level was 95.2%.237 100% of ministries in FYR Macedonia had a LAN-based wired connection, while 53.3% of them had wireless LAN; 66/7% of ministries had an Intranet, while 40% had Extranet.238 93.3% of state agencies/organisations had a wired computer network, while 37.8% of them had wireless LAN; 55.6% of state agencies had an Intranet, while 28.9% of them had an Extranet.239 Out of all public institutions at the central and local level 99.4% had Internet access in 2009. At the central level 100% of ministries had Internet access, while this percentage was less (97.8%.240) for state agencies/ organisations. The most common type of Internet access among ministries was DSL (xDSL, ADSL etc.) at 73.3%, while modem (dial-up) and ISDN only represented 20%.241 LAN-based wired connections covered 91.4% of municipalities in FYR Macedonia, while wireless LAN covered 25.9%; 45.7% of local self-government units had an Intranet, while 19.8% of them had an Extranet.242 All (100%) 85 local self-government units in FYR Macedonia243 had Internet access.244 The most common type of Internet access was DSL (xDSL, ADLS etc.) at 77.8%, while 24.7% had modem Internet access (dial-up) or ISDN; 19.8% had a cable connection or leased-line and 9.9% of municipalities can used State Statistical Office “ICT usage in public sector“, News release No: 8.1.9.02, 31.01.2008. State Statistical Office “ICT usage in public sector“, News release No: 8.1.9.29, 31.12.2009. Ibid. 240 Ibid. 241 Ibid. 242 Ibid. 243 With the Law on territorial organisation of the local self-government in the FYR Macedonia (Official Gazette No. 55, 16.08.2004), units of the local self-government are 84 municipalities and the City of Skopje as separate local self-government unit. 244 State Statistical Office “ICT usage in public sector“, News release No: 8.1.9.29“, 31.12.2009.

mobile Internet access (GSM, GPRS, UMTS etc).245 Investment by government institutions in ICT solutions (hardware, software and services), to be allocated to finance government programmes for ICT in the Budget for 2010, was 7,992,850,000 MKD (130 million Euros) or 4.4%246 of the total budget for all government programmes: 181,824,600,000 MKD (2.9 billion Euros). From 25th December 2009 to the 4th February 2010 primary research was conducted into public administration e-mail access. The research covered a total of 68 state institutions, including 44 at the central level (64.7%) and 24 at the local level (35.3%). 53 institutions (77.9%) had publicly available e-mail contact on their websites, 32 at the central level (72.3%) and 21 at the local level (87.5%). The remaining institutions either had no contact e-mail published on their websites or they offered an electronic form for visitors to send text. According to the primary research, which involved sending an electronic mail to the official e-mail address provided on the websites of state institutions, e-mails were sent to 53 institutions: 32 at the central level (60.4%) and 21 at the local level (39.6%). A total of 34 replies (64.1%) were received out of a total of 53 messages that were sent. 18 replies were received from institutions at the central level (56.2% of these institutions replied) and 16 replies were received from institutions at the local level (76.2% of the institutions replied). Response times, in accordance with the level of the state institution, are provided in the table below.

237 238 239

307

245 246

Ibid. Ministry of Finance, “Budget of the FYR Macedonia for 2010”. Available on-line at http://www. finance.gov.mk/files/Budzet%20na%20RM%20za%202010%20za%20objavuvawe%20%20 %2024.12.2009_1.pdf. Accessed on 10.01.2010.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Response time

Same day

3 days

4 days

Total

Central level

83%

11%

100%

Local level

75%

13%

100%

Total

79%

12%

100%

Table 67: Response times for electronic mail by public administration in FYR Macedonia

27.5 Utilisation of ICT within education 100% of primary and secondary schools have broadband Internet access. The Macedonian academic and research network (MARNet)247 was founded in 1994 by the St. Cyril and Methodius University in Skopje. The Management Board of MARNet consists of 8 members: 5 appointed by the Rector, 1 appointed by the Ministry of Education and Science, and 2 others appointed by the other universities.248 MARNet possesses its own MAN municipal Gigabit network of 20 kilometres in Skopje, which connects the 6 major campuses of St. Cyril and Methodius University (1 Gbit/sec). The international link is 155 Mbps.249 MARNet connects 20% of universities, 38% of research institutes, 34% of libraries, museums and national archives and 10% of governmental institutions.250 Macedonian Academic and Research Network http://dns.marnet.net.mk Law on founding Macedonian academic and research network is in the final parliamentary procedure. This Law stipulates MARNet, from Sts. Cyril and Methodius University network to become institution that will manage closed telecommunications network and the users of that network will be educational institutions (higher education institutions and primary and secondary schools) and scientific and research Centres. 249 TERENA NREN Compendium 2009 Basic Information – MARNet http://www.terena.org/ activities/compendium/2009/index.php?section=f&nrenid=14 250 TERENA Compendium of National Research and Education Networks 2008 Edition (http:// www.terena.org/activities/compendium/2008/pdf/TERENA-Compendium-2008.pdf) 247

248

308

The number of pupils per computer in primary and secondary education is 1.45. There is no official information on the frequency of use of e-mail and or the Internet by pupils. The estimation is that Internet usage among pupils is 100%.251 There is no publicly available information on the number of students per computer at university, nor can information be obtained from the Ministry of Education and Science or the Ministry of Information Society. In 2007 a team for drafting a national programme for the digitalisation of the library funds of the National and University Library “St. Clement of Ohrid” was formed. In 2008 the “Strategy for the Digitalisation of Special Collections in the Library with the Aim to Preserve and Provide Access to Macedonian Written Cultural Heritage 2008-2011” was drafted. The “Digital Library of Macedonia” Project was launched in May 2009 with the opening of a facility within the National and University Library “St. Clement of Ohrid”, which represents the premises of the Centre for Digitalisation of Cultural Heritage, the Virtual Library of FYR Macedonia and the Automated All the schools have computer laboratories with broadband Internet, and “Computer for every student” project that provides computer for every student in the schools is in the final stage.

251

Part III:

Country ICT Profiles

National Bibliographical Database within the COBISS system.252 Digitalisation of the most precious materials possessed by the National and University Library has already begun in these premises.253 The “National Strategy for the Digitalisation of Cultural Heritage” is in the final stage of the drafting process. The Strategy will cover in detail the upcoming digitalisation of library funds throughout the country.254 In FYR Macedonia there is the so-called “Virtual Library of Macedonia” that, through the COBISS.MK system, provides a union bibliographic/catalogue database (COBIB.MK), local databases (catalogues) of libraries, data on libraries (COLIB.MK) and a database on Macedonian and world cinematography and the industry.255 In March 2008 the Regional Centre for the Digitalisation of Cultural Heritage was opened within the Museum of Contemporary Art. Users of the centre are institutes, museums, centres and experts for the conservation of cultural heritage, archives and libraries.256 This centre has begun the complex process of indexing, registering and the digitalisation of the entire cultural heritage of the country.257 The “National Strategy for the Digitalisation of Cultural Heritage” is in the final stage of the drafting process.258

Utrinski Vesnik, 21.09.2005. Nova Makedonija, 30.01.2010. Ibid. 255 http://www.vbm.mk/scripts/cobiss?ukaz=NEWS&id=1525292357307001. 256 http://www.vlada.mk/?q=node/181. 257 Utrinski Vesnik, 28.03.2008. 258 Vecer, 26.01.2010. 252

27.6 Know-how and human resources There is no concrete information on the number of officials trained in the use of ICT; however, the information listed below can be used as an indicator. • In the recruiting process for civil servants basic ICT skills are a mandatory requirement. Upon registration, the candidates are tested and the results show that the average result for candidates in the ICT test is about 80%. • Certain analyses conducted into the need for ICT training for civil servants has indicated that:259 • 14.1% of civil servants need training in the use of computers; • 17% of civil servants need training related to the Internet; • 9.9% of civil servants need training in eDemocracy; • 9.5% of civil servants need training in eGovernment services for citizens. For coverage of ICT related subjects within the curricula for primary and secondary schools in Macedonia please refer to the II Priority Area - Innovation and Investment in ICT Research and Education, under the Section “Status of eSEE Agenda Plus, Objectives”. Measures aimed at closing the digital divide in FYR Macedonia and building an eInclusive information society are implemented under the National Strategy

253 254

259

309

Multiple authors, “Assessment of the needs for IT trainings in public administration”, Foundation Open Society Institute Macedonia, 2007. Available on-line at http://gg.org.mk/pdf/analiza_za_ potrebite_za_it_obuki.pdf. Accessed on 02.01.2010.

eGovernance and ICT Usage Report for South East Europe - 2nd Edition for Information Society Development and the Action Plan adopted in 2005.260 In January 2010 the selection of operators marked the start of the installation of 680 Internet kiosks with wireless Internet access in rural areas throughout the entire territory of the country. This will provide four years (2010-2013) of free Internet service for citizens in these areas. This will help to close the domestic digital divide that exists between urban and rural areas and provide inclusion for the citizens living in these areas in relation to the use of eGovernment services.261 In 2009 the Ministry of Labour and Social Policy, in cooperation with the MIS, launched the web portal “I want, I know, I can” (“Сакам, Знам, Можам”), (www. sakamznammozam.gov.mk). The aim of this portal is to become a central point through which people with disabilities can obtain all information and news important to them, lodge complaints, communicate their problems, become familiar with their rights and possibilities, and to become familiar with the services that state institutions offer to them. In 2010 the Ministry of Information Society, within its programme, plans to draft a strategic document on eInclusion as well as to publish a guide for eAccessibility and eInclusion.262 In 2007 and 2008, within the project “Macedonia Land of IT Experts”, vouchers to the amount of 200 Euros (2007) and 250 Euros (2008) were awarded to all full time university students enrolled in their final year Task Force, “National Strategy for Information Society Development and Action Plan”, Government of the FYR Macedonia, p. 49-54 and p. 141-148, 2005. Available on-line at http:// mio.gov.mk/files/pdf/dokumenti/Strategija_i_Akcionen_Plan.pdf. Accessed on 20.01.2010. 261 http://mio.gov.mk/?q=node/2263. 262 Government of the FYR Macedonia, “National Program for the Adoption of the Acquis – Revision 2010” p. 111. Available on-line at http://www.sep.gov.mk/content/Dokumenti/MK/NPAA%20 Revizija%202010%20-%20Narativen%20del.pdf. Accessed on 06.01.2010. 260

310

of study; this was the first time that this had occurred at any state or private university in the country, it also applied to students registered as people with disabilities.263 In addition, the installation of LAN networks and free Internet access in dormitories is planned for 2010.264 In order to create a favourable environment for IT professionals, by stimulating business incubators, techno-parks and business start-up centres, through partnerships with universities and the private sector, the first eight business incubators were established with the support of the World Bank in different towns across FYR Macedonia during the period 1996-2002.265 Currently there are 9 business incubators active in the country,266,267 most of the business are from the ICT sector. In August 2009 the Ministry of Economy announced a public Call-for-Co-financing for programme costs related to the activities of business incubators.268 Additionally, there are two Centres for the Development of New Business: one is located in Skopje (www.bsc. ukim.edu.mk) and the other in Bitola (www. bscbitola. org).269

http://www.mio.gov.mk/?q=node/283. Government of the FYR Macedonia, “National Program for the Adoption of the Acquis – Revision 2010” p. 111. Available on-line at http://www.sep.gov.mk/content/Dokumenti/MK/ NPAA%20Revizija%202010%20-%20Narativen%20del.pdf. Accessed on 06.01.2010. 265 Ministry of economy, Agency for support of entrepreneurship of the FYR Macedonia, “Manual for establishment and work of incubators in small economy“, 2005. Available on-line at http://www.apprm.gov.mk/webdata/dokumenti/PriracnikZaInkubatori.pdf. Accessed on 24.01.2010. 266 http://www.apprm.gov.mk/msp1.asp?id=8. 267 http://mk.bscbitola.org/content/view/128/173/. 268 http://economy.gov.mk/WBStorage/Files/Oglas%20Biznis%20Inkubatori.pdf. 269 http://www.bscbitola.org/index.php?option=com_content&view=article&id=79&Itemid=93 &lang=mk. 263

264

Part III:

Country ICT Profiles

27.6.1 Institutions Related to eGovernance Development

• •

Metamorphosis Foundation (www.metamorphosis.org.mk) Free Software Macedonia (www.slobodensoftver.org.mk)

• Ministry of Information Society (MIS) (www. mio.gov.mk) • Information Technology Sector within the 27.6.2 Major Providers of eGovernance Solutions General Secretariat of the Government of FYR Macedonia (www.vlada.mk) • NextSense (www.nextsense.com) • Civil Servants Agency (www.ads.gov.mk) • EinSof (www.ein-sof.com) • Ministry of Education and Science • Seavus (www.seavus.com) (www.mon.gov.mk) • GORD Systems (www.gord.com.mk) • ICT Chamber of Commerce - MASIT • Pexim (ASSECO CEE) (www.pexim.net) (www.masit.org.mk) • Semos (www.semos.com.mk) • Macedonian Chamber of Commerce - ICT • Neocom (www.neocom.com.mk) chamber (www.sojuzkomori.org.mk) • Macedonian Academic and Research Network 27.7 Major Projects Related to - MARNet (dns.marnet.net.mk)

eGovernance Development

Project Name

User Contact

Project phase, donor, time frame

Support to eGovernment Initiatives based on Free and Open Source Software (FOSS) at the Local Level in FYR Macedonia

The Association of Units of Local Selfgovernment - ZELS (www.zels.org.mk)

Completed, UNDP 26.05.2006 - 25.05.2007

Implementing eGovernment in FYR Macedonia

Ministry of Local Self-Government (www.mls.gov.mk)

Completed, UNDP 11.07.2005 - 11.07.2006

eSchools

USAID Central Office in FYR Macedonia (www.usaid.org.mk)

Completed, USAID 01.08.2003 - 30.09.2007

Technical Support to the Telecommunications Sector

The Agency for Electronic Communications (www.aek.mk)

Completed, EU/CARDS 01.02.2006 - 31.07.2007

Drafting the National Information Society Strategy

Government of FYR Macedonia (www.vlada.mk)

Completed, UNDP/FOSIM 01.10.2004 - 01.07.2005

311

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Project Name

User Contact

Project phase, donor, time frame

Supporting Implementation of Information and Communications Technology in Macedonian Municipalities

UNDP (www.undp.org.mk)

Completed, Norway, Sweden, Spain and the UNDP 01.07.2000 - 01.12.2005

A Computer for Every Student

Ministry of Education (www.mon.gov.mk) Ministry of Information Society (www.mio.gov.mk)

Ongoing, until 2012

Free of Charge IT Courses

Ministry of Information Society (www.mio.gov.mk)

Completed

Free of Charge Internet Clubs

Ministry of Information Society (www.mio.gov.mk)

Ongoing

Management System for Documents in all Ministries

Ministry of Information Society (www.mio.gov.mk)

Ongoing

National Certification Authority

Ministry of Information Society (www.mio.gov.mk)

Ongoing

Governmental IT Network

Ministry of Information Society (www.mio.gov.mk)

Ongoing

Table 68: Major projects related to eGovernance development in FYR Macedonia

27.8 Active Donors in the Area of eGovernance and ICT • • • • • •

27.9

UNDP USAID SDC FOSIM GTZ OSCE

Important Events Related to eGovernance

2007 • National Strategy for the Development of Electronic Communications and Information Technology adopted. • First 15 Internet clubhouses opened in 15 different towns under the “Free Internet Clubhouses” Project. 312

Part III:

Country ICT Profiles

• Awarding free vouchers for purchasing computers for university students enrolled in the final study year for the first time. • Third international conference “eSociety.Mk 2007” on inclusive eGovernment. 2008 • Ministry of Information Society established. • National Council for Information Society established. • Electronic Public Procurement System introduced. 2009 • National Strategy for the Development of Next Generation Broadband adopted. • Glossary of Macedonian Words in the Area of Information Technology. • Project for the Interconnection and Use of Registers between State Bodies and Institutions (interoperability) commenced. 2010 • Adoption of the eGovernment Strategy 2010-2012. • Implementation of the Electronic Health Card System. • Development of the eDemocracy Web Portal.

313

2011 • Commence the project Citizen Relationship Management. • Implement the Regulatory Framework on Information Security. • Enhance the on-line sophistication level for the 20 basic benchmarks, as well as for other eGovernment services.

314

Annex I: Good Practice

Annex I: Good Practice Practice(s)

Democratic Governance / ICT

Title of initiative

Millennium Challenge Corporation: Albania Threshold Programme 1

Basic information

Millennium Challenge Corporation Albania Threshold Programme II (Financed by USAID) Classic Construction Building, First floor, No. 10 Rruga “Pjetër Budi”, Tirana 1000, Albania. Tel: +355 4 23 80 400 E-mail: office@mcata.org.al Period: September 2006 - October 2008

Introduction

This is a USAID funded two-year project for developing countries, such as Albania. The total budget for the project reached USD 14 million.

Objectives

The objectives were to reduce corruption and improve performance in three key areas of public administration: tax administration, public procurement and business registration.

Results

Analysis

Solution

Lessons Learnt

Developed the VAT eFiling system and the eProcurement System was successfully tested and offered to businesses. The system now includes the option to eFile personal income tax and profit tax as well as social security and health contributions. A very high profile project with great support from the Governments of Albania and the USA. The implementing company was a very well-know international company. In addition, the Government of Albania is making every effort to fight corruption and this project directly addressed the problem of corruption. Cooperation and strong political support is essential for high profile and expensive projects and those projects that produce concrete and tangible results are those embraced by all stakeholders and desired by both government and citizens. ICT for development projects should target and be in line with government priorities. In this way they will secure the necessary level of support to overcome barriers. High calibre expertise is required for complex projects and such tasks cannot be assigned to immature private companies in the country, but rather international expertise should be sought.

317

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Practice(s)

Democratic Governance / ICT

Title of initiative

Government Electronic Network (GovNet Project)

Basic information

GovNet Project UNDP Albania ABA Business Centre, 6th Floor, ”Papa Gjon Pali II” Street, Tirana, Albania. E-mail: registry.al@undp.org Period: September 2004 - August 2009

Introduction

Objectives

Results

Analysis

Solution

Lessons Learnt

This project was financed by UNDP Albania and the European Commission Delegation to Albania. It was intended to assist with the modernisation of the public administration by using new IT tools, processes and solutions. The total budget was approximately USD 600,000.

To establish a high-speed and reliable electronic network that would connect central government institutions, provide some applications for those institutions and build an internal government capacity in ICT.

A high speed fibre optic network was established and is owned by the Government. The network connects over 63 public institutions. Different applications were installed and are operational, such as an e-mail service, anti-virus service and VoIP. Over 50 IT specialists were trained and prepared to run the network. Accessibility to information and communications were dramatically improved.

The objectives were met. The project was successfully completed and, more importantly, the Government has taken over total ownership of the results of the projects and is improving the network and running additional applications. The key factor was the degree of Government cooperation and contribution as well as a well planned phasing out strategy for project activities.

From the beginning of the project there was constant communication, not only with the Government but also with all other stakeholders. In addition to the provision and receipt of informing there was constant feedback on ways to improve the work. Also, a detailed plan regarding the follow-up activities after the completion of the project was prepared and followed through.

The need for a project or initiative has to come from and be in support of the Government’s overall strategy for development. Accountability should not just be an issue that touches the project management but also the Government. Transparency and a good flow of information will ensure the smooth implementation of a project.

318

Annex I: Good Practice

Practice(s)

Public Administration Reform

Title of initiative

Human Resource Management Information System

Basic information

The Civil Service Agency (CSA) is a government-wide human capital management agency responsible for: • recruitment for state level ministries and institutions; • creation of various human resource reports for the Council of Ministers and Parliamentary Assembly; • Civil Service Training. The CSA initiated and the Council of Ministers supported the development of BH-HRMIS as an information system to support human resource management throughout the public administration at the BiH level. Contact: Civil Service Agency of Bosnia and Herzegovina Kemal Bajramovic Tel: +387 33 284 707 Fax: +387 33 284 710 E-mail: kemal.bajramovic@ads.gov.ba

The institutions of Bosnia and Herzegovina lacked any information system to help them address the following: • motivate and align human capital to the mission of institutions; • recruit, develop and retain key people; • deliver meaningful human resource information to HR managers; • control costs and demonstrate accountability. Introduction

Objectives

Results

The state and entity level Civil Service Agencies had databases for storing the personnel files of civil servants, or Central Personnel Registries. The registries contained consolidated data provided by individual institutions and were kept in electronic format only (the paper documents remained with the relevant institutions). These central registries could not be accessed or updated by users in individual institutions, which would have increased the reliability and accuracy of data. Moreover, individual institutions did not have their own information systems to provide support for human resource management. The Civil Service Agencies’ Central Personnel Registries were only used for a limited number of operations.

Design a standard human resource management software solution to be used by all institutions. • A well-organised information system would help the CSA to facilitate human resource planning, recruitment, training and the full range of associated functions. • Automate the most frequent human resource management procedures at the level of individual institutions and build the human resource data management capacity, based on personnel files kept in the HRMIS database. • Provide vertical integration of data to allow the agency to operate effectively.

Modern human resource management information systems that gives institutions new ways to plan for, acquire and develop workforces comprised of efficient and productive individuals.

319

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Practice(s)

Public Administration Reform

Analysis

The project was financed by the EC Delegation to Bosnia and Herzegovina, to the amount of €600,000, and has been rated as extremely successful. The BiH-HRMIS Project is directly linked to the Strategy and Action plan for Public Administration Reform and is in tune with the tasks of improving governance and institution building as well as with the priority to improve employment structures, recruitment mechanisms, and management performance.

Solution

The HRMIS software solution that was developed and implemented included three major modules: • a database of employees personnel record files; • a HR intelligence module, which responds to HR manager’s queries; • a module that automates common HR procedures. HR personnel use this module to generate different kinds of certificates, maintain job attendance records, job evaluation, leave, performance appraisals, expenses and allowances, alternative work arrangements (flexi-time, compressed working week, job sharing etc.), contract workers, employment status, probation etc. BiH-HRMIS has certain additional modules for individual institutions: • computerised recruitment procedures, including job applications, generation of candidate lists, recording test results etc; • database of questions for public examinations, with an exam generating and testing capability; • support for civil service training, by recording various data on delivered training, training needs assessments etc.

Lessons Learnt

The project is a long-term investment in a better and more proficient civil service. The project delivers the technological capability to: • strategically manage the human capital of the BiH public administration; • optimise and align the workforce in institutions; • improve responsiveness, productivity and efficiency of the workforce; • centralise and personalise information, provide operational intelligence for each decision-maker, deliver intelligence to a desktop and provide answers to complex questions.

320

Annex I: Good Practice Practice(s)

HITRO.HR – Croatian One-Stop-Shop in Improving Administrative Efficiency

Title of initiative

HITRO.HR subproject : eCompany

Basic information

Owner: Croatian Government Institution in charge: Central State Administrative Office for eCroatia Address: Centre for Hitro.hr, Gajeva 4, Zagreb, Croatia. www.hitro.hr www.e-hrvatska.hr E-mail: andrea.august@hitro.hr (Head of the Centre for Hitro.hr) Period: October 2007 - October 2009

Introduction

Objectives

Results

Prior to launching HITRO.HR the process of registration took at least 40 days and 9 institutions were involved (data from FIAS study, World Bank 2002). HITRO.HR provides public administration services through a variety of communications channels (on-line, mobile, phone and face-to-face) supported by the Government network HITRONET, and B2G eServices.

The purpose of the HITRO.HR Programme is to interconnect all of the state administrative IT resources in order to allow businesses to operate with state or public authorities electronically and increase efficiency, especially in the area of company registration. At the HITRO.HR counters (currently in 61 locations) it is possible to establish a limited liability company or a craft business in an easier and quicker manner. For the purposes of the eCompany subproject, an upgraded service has been launched for the on-line registration of a limited liability company.

HITRO.HR decreased the company registration process to just 24 hours and 3 relevant institutions, fully connected electronically. Through the eCompany service all Court registries became available from any HITRO.HR office or Public Notary office within Croatia, enabling clients to have their company registered within 24 hours. • Use of advanced digital signature for authentication and encryption purposes. • Process control and automation speeds up the procedure and eliminates mistakes. • Documents received by the system are automatically saved into the Court’s digital case file. • Tracking of cases in the system enables transparency. • A quality system has been developed so that it can be further developed.

Analysis

The key factors that enabled the achievement of the objectives were good planning and coordination between the various organisations involved in the project.

Solution

Using a well prepared programme, good organisational methods with clearly defined roles and responsibly, knowledge supported by IT solutions and good coordination has enabled effective project implementation.

321

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Practice(s)

Lessons Learnt

HITRO.HR – Croatian One-Stop-Shop in Improving Administrative Efficiency Reform of the public administration requires an understanding of its basic principles and the support of the Government and relevant institutions. Implementation should focus on opportunities and benefits for the clients and stakeholders and avoid bottlenecks. The key principles that enabled the efficient implementation of this projects were simplicity, an open approach and adaptability. Simplicity and transparency facilitate the adoption of new services and technology. An open approach entails both respect for the needs of the client’s and public opinion, which establishes strong relationships among project partners. Finally, adaptability complements lessons learned by emphasising flexibility in the attainment of the goal. By defining simple, adaptable and stakeholder-oriented solutions complex reform projects can be implemented.

Practice(s)

One-stop-shop government; national public service integration; user-centric government

Title of initiative

Moja Uprava (“My Government”); url: mojauprava.hr

Basic information

Owner: Croatian Government Institution in charge: Central State Administrative Office for eCroatia Address: Gajeva 4, Zagreb, Croatia. www.e-hrvatska.hr, E-mail: e-hrvatska@e-hrvatska.hr Period: October 2007- ongoing

Introduction

Objectives

Results

Analysis

The programme initially started as a user-oriented single access point to government information and services for citizens and businesses. Its positive experiences are now being incorporated into the current comprehensive transformation towards becoming user-centric, based on the whole-of-government paradigm. Its role is intended to expand over time towards a fully personalised multi-channel front office functionality that integrates all public services.

The main objectives are to provide public services enabled to fully support user-centricity, ease and simplicity of doing business with public administration, transparency, access to information and support access to legally defined benefits, rights, privacy and data protection and participation.

The first objective (initial public release) was achieved in a record setting time of 6 months with content exceeding planned thresholds by 40% or more. The most important results to date have been the successful introduction of the user-centric paradigm into a silos-structured administration (needed for content development and maintenance) and a continuous take-up of the service, despite its still limited functionality. The current results comply with or surpass expectations. International benchmarking demonstrates results comparable with long established and much better supported solutions.

As a continuous long-term process that involves numerous external factors, thus far the objectives have been met without any major or unexpected obstacles.

322

Annex I: Good Practice Practice(s)

One-stop-shop government; national public service integration; user-centric government

Solution

All major challenges were anticipated in the initial project setup or resolved promptly by the central project management team.

Lessons Learnt

The following apply to extensive activities with diverse and numerous stakeholders: • ownership should reflect responsibility, the project owner should develop an ambitious but achievable plan/ proposal with moderate stakeholders in order to realise the final plan by consensus. stakeholder ownership should be clearly defined along with their responsibilities for the successful achievement of the plan; • making it happen is a one-off task and it should be provided as a “service” to the project owner and stakeholders, the plan should be centrally managed and executed by dedicated professionals through iterative step-by-step development and strict project management with responsive change-management processes; • make sure everyone feels part of a team as it is essential to keep stakeholders informed and updated; • initiative and motivation should be encouraged, success should be made personal and problems turned into challenges and lessons to be learned, both should be publicised widely.

Practice(s)

Democratic Governance

Title of initiative

Municipalities Portal

Basic information

Ministry of Local Government Administration (Kosovo) Address ? Contact Person: Flamur Mripa e-mail: flamur.mripa@ks-gov.net Web: www.kk.rks-gov.net Period:

Introduction

Objectives

Results

Under the auspices of the Ministry of Local Government Administration, the Government has built a single-entry point for all of the municipalities of Kosovo. At the same time, this application also offers the opportunity for collection and reporting using a standardised set of indicators from the local to the central level.

The primary aim of this initiative is to provide easy access to municipal information and services for the citizens of Kosovo.

• • •

Central portal for all of the municipalities of Kosovo. Standardised form for citizen requests and information delivery. Standardised reporting indicators between the municipalities and the central level.

323

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Practice(s)

Analysis

Solution

Lessons Learnt

Democratic Governance The key factors that permitted the success of these initiatives are linked to the continuous work done by the municipalities themselves and to the support provided by donors in the past. Once the infrastructure had been completed, it was easier to build and implement advanced service delivery applications.

Cooperation between relevant stakeholders together with political support is the key to achieving success in project implementation.

ICT projects in the sphere of public administration are very complex and demanding projects. In line with technological solutions, organisational change and political support represent very important factors that contribute to success.

Practice(s)

This story is relevant to the creation and implementation of the tax eService

Title of initiative

Implementation of eDeclaration Services for Business and Citizens

Basic information

Introduction

270

As one of the first steps of the implementation of the eMoldova National Strategy the Government of Moldova 270 approved the eGovernance Concept in June 2006. It provides eGovernance definition, objectives, principles, architecture, components, implementation stages, financial and monitoring mechanisms for its implementation, expected benefits for citizens and society as well as the identification of potential risks. The Concept determined the key elements of the eGovernance infrastructure to be the eGovernance Portal, the eGovernance Gateway and the Public Authority Portals and Information systems. One of the important elements for the identified services to be implemented is on-line tax declarations. The UNDP - Government of Moldova Project “Building eGovernance in Moldova” plans to support the development of eDeclarations services for both citizen and business.

Government Decision nr. 733 of 28.06.2006, Monitorul Oficial nr. 106-111/799 of 14.07.2006

324

Annex I: Good Practice Practice(s)

This story is relevant to the creation and implementation of the tax eService •

Objectives

Results

Analysis

Solution

Lessons Learnt

• • • •

Reduce the time required for presenting data and create a level of comfort for taxpayers in their dealings with fiscal bodies. Decrease bureaucratic components in the ”taxpayer-fiscal body” relationship. Promote democratic principles in fiscal activities. Ensure access to fiscal information of public interest. Development of an optimal database structure related to the activities of fiscal bodies and the ”behaviour” of taxpayers in their relationships with fiscal bodies.

A functioning eDeclaration system with the possibility for businesses and citizens to submit on-line fiscal declarations.

Through the introduction of this service on-line filing of tax declarations and their submission has been made possible (for natural and legal entities), using digital signature. All data entered into an “Electronic Declaration” is automatically checked by the system, which excludes the possibility of error during the process. The reporting process for taxpayers and the tax service is available 24/7.

The technical solution was chosen on the basis of the Slavans Grafica s.r.l. proposal, which was discussed and approved by the main Tax Inspectorate of Moldova.

The biggest problem is “Doing it for the first time”. The eTax Declaration System (a pilot of the country-wide system of interaction of Government and society with the use of digital signature). The user connection procedures to the electronic services the “time stamp” mechanism The dispute resolution procedure In addition: The lack of experience in society and in public authorities in the use of digital signature. In relation to its integration with the existing information system it is important not to cause damage to the existing functional system!‫‏‬

270270

270

Government Decision nr. 733 of 28.06.2006, Monitorul Oficial nr. 106-111/799 of 14.07.2006

325

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Practice(s)

This project relates to the organised training of public officers in the field Information Society

Title of initiative

Teaching and Testing Public Servants for the offered National Certificate of Computer Operation (CNOC)

Owner: The Government of Moldova Institution in charge: UNDP Project 00043775 “Support for the Implementation of Electronic Government in the Republic of Moldova”. Project Manager: Ion Coşuleanu Tel: +373 69 49 60 60 E-mail: ion.cosuleanu@undp.md Basic information Technical University of Moldova (www.utm.md), Academy of Public Administration (www.aap.md), Balti State University Alecu Russo (www.usb.md) and the Cahul State University (www.usch.md). Project Coordinator Victor Beşliu E-mail: besliu@mail.utm.md Tel: +373 22 509 908 Period: 04.01.2007 - 10.31.2007

Introduction

Objectives

Results

Creation of the regulatory and educational framework for teaching, testing and certification of public servants in the sphere of information and communications technology, and Electronic Government (ICT and eGovernment).

This pilot project was designed to teach 150 public servants in the sphere of information and communications technology, and electronic government (ICT and eGovernment). The Technical University of Moldova (TUM) in collaboration with the Academy of Public Administration, under the President of the Republic of Moldova, the Ministry of Local Public Administration, the Ministry of Education and Youth, the State University “Alecu Russo” in Bălţi and the State University “B.P.Haşdeu” in Cahul pursued the goals listed below. 1. Implement an educational framework designed for the teaching, testing and certification of public officers in the sphere of ICT and eGovernment. 2. Establish an educational centre and a testing centre in the central region (Chişinău) and prepare the basis for the establishment of similar centres in the North and South of Moldova: the towns of Bălţi and Cahul respectively. 3. Elaborate on recommendations to improve the main concepts and teaching material associated with teaching in the sphere of ICT and eGovernment, which were elaborated in the framework of the project “Implementation of the eGovernance Component of the National Strategy eMoldova”. 4. Teach and certify (in collaboration with the Public Administration Academy, under the President of the Republic of Moldova) 150 public officers in the National Certificates on Computer Operation (CNOC). S pecial objective of the project: to build the computer usage skills of public servants and facilitate the implementation of eGovernment elements within local public administrations.

The activities that have been carried out have reflected a high level of participation and interest among local public administrations. They have also highlighted the necessity to continue these activities in order to involve local public administration staff to the point where the actions included in the Strategy for the Preparation of Public Officers and the Measure Plan associated with it are carried out. All students in possession of a CNOC certificate know how to use computers, the Internet, e-mail and office software, have a good level of knowledge related to Electronic Government and are familiar with the legal framework and Government decisions in the sphere of ICT and Informational Society. These graduates now actively support and promote the utilisation of new technology within public administration. Education and testing centres have been created within the universities that participated in the Project.

326

Annex I: Good Practice Practice(s)

Analysis

Solution

This project relates to the organised training of public officers in the field Information Society The objectives have been met. The idea of establishing the courses has been beneficial and has had an obvious impact on the dissemination of the principles, methods and instruments of Electronic Government, as well as of new information and communications technologies.

It was recommended that AAP develop educational instruments for distance learning that would be at hand for public officers.

Lessons Learnt

The Project has singled out some drawbacks in the establishment of courses. The amount of 40 hours to cover 4 modules, even if it is the basic level, was clearly insufficient. It was recommended to find an option to increase the number of classes (hours) from 40 to 80 in order to allow all students, not only those students with a relevant background, to assimilate the information and obtain the complete set of practical abilities. All students in possession of a CNOC certificate know how to use computers, the Internet, e-mail and office software, have a good level of knowledge related to Electronic Government and are familiar with the legal framework and Government decisions in the sphere of ICT and Information Society. Graduates now actively support and promote the utilisation of new technology within public administration.

Practice

eGovernment: the eDocument Management System

Title of initiative

Electronic Document Management System (eDMS) for the Government of Montenegro

Basic information

Owner: Government of Montenegro Institution in charge: The project is done under the supervision of the Ministry for Information Society (www.gov. me/rsr) and implemented by the consortium Ä&#x152;ikom (Montenegro) & SRC (Slovenia) www.cikom.com www.src.si/en Period: September 2009 - ongoing (to be completed in 2010)

Introduction

Objectives

The Information Age has created an environment with a substantial increase in the quantity of information and the number of documents and the complexity of their content, which in consequence has placed a significant strain on the daily work of the public sector in Montenegro.

The objective is to create an information system that will provide the eDMS function across government and follow the complete lifecycle(s) of documents. The main requirements are accessibility and availability of data to various departments, the improvement of business processes and an increase in the competency and capacity of the government Secretariat.

327

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Practice

Results

Analysis

Solution

Lessons Learnt

eGovernment: the eDocument Management System The main result will be a better quality of service for customers, both internal and external, thus also allowing for the creation of a government portal. Besides the improved quality of work, efficiency and transparency will be enhanced, planning and monitoring will be improved along with systematic data management; these are the other main expected outcomes.

Together with technological issues, another key assumption is the necessity to reengineer those business processes that require changes to the work routine, organisation and legislative framework.

The Electronic Document Management System solution encompasses the entire lifecycle of all relevant government files and documents. This applies from the time a document is officially formulated and/or received by a specific department of the state administration through to its distribution, approval, signing and finally to the passive or active archiving of selected files and documents. The concept of a platform for services is based on the principles of simplicity, speed, transparency and security, and is defined through the major functions/ elements: document capture, distribution, cooperation, rules of work, integration and the central archive.

Previous experience in similar projects has helped to define some of the major risks/uncertainties: • project priority level; • dedicated resources; • requests for change; • infrastructural prerequisites; • staff commitment and motivation. First-class project management is recognised as one of the fundamental factors required for success and results in the mandatory requirement to utilise world standards in the field, such as PMI, PMBOK through to PMP certification.

Practice(s)

eGovernment: land administration and management.

Title of initiative

The Land Administration and Management Project (LAMP)

Basic information

Owner: The Government of Montenegro Institution in charge: The project is implemented by the Real Estate Administration of Montenegro (www. nekretnine.co.me) and the Ministry for Spatial Planning and Environment (www.gov.me/minurpizzs). The project is co-financed by the World Bank (IBRD/IDA) (www.worldbank.org.me) Period: December 2008 - April 2014.

Introduction

The project refers to the improvement of standards for property registration and related services through modern technology, implementation of new urban spatial plans at the local level and improvement of the regulatory and administrative framework for the overall business environment.

328

Annex I: Good Practice

Practice(s)

eGovernment: land administration and management.

Objectives

Improvement in the quality of service for real estate administration, the modernisation of the information system, provision of maps, measurement and establishment of a property registration service.

Results

Analysis

Solution

Lessons Learnt

The new information system is a central part of the project and is intended to provide interested parties with ease of access to information about the processes required to develop a business or property, gain access to the legal situation related to a property, zonal plans, forms and procedures for applying to develop a property or obtain the necessary permits.

Preparation of detailed maps and related data is one of the major part of the project and a precondition for the subsequent phases.

The information system is based on the central system in Podgorica and distributed through a network of 21 regional units, connected through optical cables. Its function (and related hardware and software) include: DBMS, GIS, CAD, photometry and cartography.

Projects involving the real estate cadastre usually face challenges when changing approaches used in technical disciplines, even when they are outdated, time consuming and expensive. The recommendation is to gradually assist implementing agencies to make changes incrementally, as they learn best practice models and can implement improvements within their own legislation and practice. Another lesson is that ICT has proven to be extremely difficult and time consuming to implement throughout the region, yet it is a fundamental requirement for transparency, improving services and EU accession expectations. ICT project management procedures are integrated into the project design to ensure that this vital activity is successfully implemented.

329

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Project Applicability

Project title Basic information

Public procurement through an electronic system eLicitatie Public Procurement Electronic System (SEAP) (www.e-licitatie.ro). Owner: This project was launched in 2002 and has been continuously improved throughout its operation. Currently a part of government procurement is done through this electronic system. Contact: Agency for Information Society Services (AISS) - CNMSI National Centre. Address: 22, Italiana street, 2nd district, code 020976, Bucharest, Romania. Tel: +40 21 305 28 31, +40 21 303 29 43, +40 21 305 28 57 Fax: +40 21 303 29 37 E-mail: (suport.autoritati@assi.ro) & (suport.companii@assi.ro) Period: launched in 2002

Introduction

This system aims to conduct partial procurement through an electronic platform, attempting to improve the efficiency and transparency of the procedures.

Objectives and results

Under the Law, all procurement contract notices must be published on SEAP and each authority must carry out at least 20% of its annual procurement procedures through this electronic system. The objective of the representatives of the Ministry of Communications and Information Society (MCIS) is to channel 25% of the value of procurement contracts through this electronic system (www.e-licitatie.ro), as opposed to the 13% conducted during the first 11 months of 2009. â&#x20AC;&#x153;The percentage we aim at in 2010 is 25% of the total annual public procurement using electronic means, whereas for the year 2013 we aim at 40%â&#x20AC;?.

Review

This project has been a real success and is being used at this time by the vast majority of public institutions. This is primarily a result of legislation that recommended that all public procurement by public institutions should be carried out through the electronic system. In addition, since 1st January 2007 the publication of public procurement notices on SEAP is binding for all contracting authorities, regardless of the award procedure. The challenge consisted of stimulating the public institutions to use this innovative system.

Solution

The solutions found for the implementation of SEAP are related to the adoption of legislative measures. Thus, starting in February 2008, the contracting authorities must conduct at least 20% of the total annual volume of procurement contracts electronically. Initially legislation did not provide for penalties, so the percentage for 2008 was of only 2.25%. Consequently, in April 2009 legislative measures concerning fines were adopted and applied for the non-observance of the specified percentage of 20% of the total volume of procurement contracts for each institution. Thus, up until November 2009 the percentage of procurement carried out using SEAP reached approximately 13%.

Lessons Learnt

The seven years of SEAP implementation have shown that in order to have efficient electronic services it is recommended that they be coupled with legislative initiatives. It is also important that the system be constantly developed according to users needs, as well as to ensure effective support for users (lectures, forums, call line etc).

330

Annex I: Good Practice Title of initiative

Design of the National eGovernment Portal Owner: Government of Serbia

Basic information

Introduction

Objectives

Institution in charge: The project is implemented by the Ministry of Telecommunications and Information Society and the National Information Technology and Internet Agency. www.rzii.gov.rs Contact person: Marija KujaÄ?iÄ&#x2021; E-mail: marija.kujacic@rzii.gov.rs Tel: +381 11 334 03 61 Period: November 2009 - February of 2010

The National eGovernment Portal Project represents an improvement of the already existing portal. The goal is to implement a centrally recognisable eGovernment services access point with the raising of the present service sophistication level from Level 1 (information) to a higher level. Over 40 services will be implemented on the new portal with more than 10 of them on the level of on-line availability. Portal functions cover in the completion of web forms, digital signature by means of qualified digital certificates, electronic payments and the application of the time stamp (Time Stamp Authority).

The National eGovernment Portal project had the goal of raising the general level of eGovernment in Serbia, at both the national and local level, through the establishment of a recognisable services access point. The portal is intended to enable electronic identity management, electronic payments and digital time stamp; these functions can be used by all of the institutions that have services on the portal, along with other sub-portals.

Results

The software solution presents a modern portal with functions that enable the on-line submission of service requests. It is intended for companies and citizens as external portal users, while the employees of public administration institutions are also portal users. All users access the portal by means of digital certificates. It recognises their rights so that they can submit a request for a service, sign it and pay a fee, while some users can generate, edit or erase services for which they are in charge. The implemented solution contains a service generator that enables new services to be added without additional programming. This ensures the continuous improvement of the portal and an expansion of the scope of its services. During the implementation of the solution, the service generator went through modifications in relation to the original idea; it is now clear that some services will require the use of the generator with modified functions. All services are grouped according to areas of life (education, health, etc.) and related to life situations relevant to services. It is possible to do a service search according to title, institution or life situations. The portal also contains news, polls, RSS feeds, the option to present multimedia content and the option for eParticipation through a forum.

Analysis

The project objectives were achieved. The main obstacle was how to achieve a sufficient level of understanding within the institutions whose services were of key importance to the portal. Efforts were invested in the promotion of the idea that the portal was neither intended to replace institutionsâ&#x20AC;&#x2122; websites nor to endanger the security mechanisms designed by those institutions. This is evident by its database protection and the application of secure identification for all categories of portal users.

331

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Title of initiative

Design of the National eGovernment Portal

Solution

The main project challenge was how to overcome the practice of weak cooperation between institutions, since the Agency coordinated the activities but portal content was placed and updated exclusively by the institutions in charge of the specific services. This challenge was successfully overcome by involving the persons appointed by the institutions to work on the portal as early as in the software solution testing phase of the project. The service generator was improved during service implementation. The implementation of electronic payments using DINA credit cards also represented one of the risky elements of the project. This was because it demanded well synchronised cooperation between the Treasury, the National Bank of Serbia, the Postanska Stedionica Bank, the Processor and the Payment Gateway.

Lessons Learnt

The lessons learnt relate to the coordination of activities in regard to the setting up and updating of portal services. The institutions with the most developed services initially expressed the highest degree of enthusiasm, but later it turned out that they were the most reluctant to implement their services on the central Portal. This was because it reduced their role in the implementation of sophisticated services. In the future, special effort should be made to involve all institutions with services on the portal more directly in the project and to properly promote their involvement.

Title of initiative

Design of a New Web Presentation for the City of Zrenjanin

Basic information

Owner: Town Administration of the City of Zrenjanin. Contact person: Miodrag BogunoviÄ&#x2021; (Head of the ICT Department) Address: Trg slobode 10, Zrenjanin. www.zrenjanin.rs Tel: 023 566 567 E-mail: miodrag.bogunovic@grad.zrenjanin.rs Project Partners: The Urban Institute was the organisation that funded the project through MEGA, conducted the monitoring and ensured its successful implementation. Orange Web Studio (Zrenjanin) was the implementer (winner of the Call for proposals). Period: 14.02.2008 - 25.11.2008.

Introduction

The need for the design of a new web presentation was due to the fact that changes to the existing static one had not been made for seven years. Project activities: graphic solution design, programming, translation of the previous content and preparation of new content, CMA adaptation and training for the Townâ&#x20AC;&#x2122;s administration employees, translation of the content into English and public promotion of the new web presentation.

Objectives

Through the use of modern and high quality solutions and web interactive services the new web presentation for the City of Zrenjanin is intended to speed up the process of obtaining information and services from local selfgovernment in Zrenjanin.

332

Annex I: Good Practice

Title of initiative

Design of a New Web Presentation for the City of Zrenjanin

Results

The desired results achieved were: - provision of higher quality information for citizens and companies both in the country and abroad; - improved communication between the Town’s Administration and citizens and companies; - presentation of the Town’s potential to both domestic and international investors aimed at attracting new investors; - creation of a positive image of the Town.

Analysis

The main obstacles were related to adherence to the strict deadline for project termination and the adaptation of the planned content in line with available funds.

Solution

Having in mind the type of obstacles, no other solutions were available for consideration.

Lessons Learnt

Implementation of this project has clearly demonstrated the need for the existence of such a dynamic web presentation in the City of Zrenjanin as well as in all other towns and municipalities in Serbia. The following prerequisites were necessary for the implementation of this example of ICT in practice: funds for the procurement of the hardware infrastructure and a competent ICT staff within the appropriate department or ICT service. The latter to prepare the necessary content and subsequently be responsible for the maintenance of specific parts of the web presentation.

Title of initiative

A Computer for Every Pupil

Basic information

Owner: The project is implemented by the Ministry of Education and the Ministry of Information Society (www.mon.gov.mk) and (www.mio.gov.mk) Contact person: Blagica Andreeva E-mail: blagica.andreeva@mio.gov.mk Tel: +389 2 3200 891 Period: September 2007- 2012

Introduction

eEducation has become a strategic pillar of the Ministry of Information Society and the Government of FYR Macedonia. The award of vouchers to students for the purchase of computer equipment and the “A Computer for Every Student” Project are the most representative examples of the intention of the Government to invest in education. The broad national goal to be achieved through the project is to develop an Information Society based on the strength of an IT educated nation.

333

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Title of initiative

Objectives

A Computer for Every Pupil The overall eEducation goals of the Government are: • enablement and easy access to ICT; • ICT advantages used as a tool for educational purposes; • a computer for every pupil; Specific goals of the “A Computer for Every Pupil” Project are: • a computer for every Pupil; • software tools for each subject to support modern and more efficient methods of teaching; • advanced IT skills for both Pupils and teachers; • interactive education through the implementation of a Learning Management System Platform.

Results

This is the biggest investment in the process of education seen in the country for the last 17 years. All public primary and secondary schools in the country are covered by the investment in computer networks, quality power supply installations, new desks, broadband Internet connections, computers and educational software. This project provided 17,818 computers, 98,710 LCD monitors, 98,710 keyboards, 98,710 mouses and 80,892 thin clients for primary and secondary schools in FYR Macedonia; this meets two thirds of the needs. These computers will be used as tools for educational instruction and for Internet access to digital educational content. The secondary schools are already equipped with new communications infrastructures and with a computer on each desk and in front of every Pupil. The installation of equipment in one part of primary schools is ongoing. Training for teachers is being implemented in order to include them in the curricula and in the building of the electronic society. The software tools have been localised in Macedonian and in Albanian and the adoption of the operating system EduBuntu has already been implemented. They will be used for the curricula goals.

Analysis

This project will be constantly upgraded up until 2012 in order for Pupils to keep pace with new technology. International bids for the procurement of the additional number of computers are ongoing in order to cover the last third of the project “A Computer for Every Pupil”. During 2009, 48 Edubuntu based educational tools were localised and installed in computers in all secondary schools, while a set of 40 educational shows were published for the purpose of popularising the process. In the same year a contract for cooperation was signed with Intel for the implementation of electronic teaching content from the first grade in primary education up to the fourth year of secondary education. As a component of this project, 22,000 laptops were distributed to all teachers in all primary and secondary schools. This makes FYR Macedonia the first country in the world with a computer for every teacher.

Solution

One of the main project challenges has been how to motivate teachers to intensify the use of educational software in their everyday duties. Also, the maintenance of the comprehensive ICT infrastructure in all primary and secondary schools throughout the country is becoming a challenge for school principles. The following could help to overcome these challenges: • implementation of a system for continuous training for teachers (WBT/CBT) in the possibilities and features of educational software; • improved monitoring and control by the competent institutions and implementation of mechanisms for mandatory usage of educational software and electronic educational content in all curricula within primary and secondary education; • improved maintenance, planning and operations.

334

Anex II:

The Benchmarking Gap and Awareness on IS development

Annex II:

The Benchmarking Gap and Awareness on IS development

This report aims to emphasise the importance of systematic benchmarking in the area of information society development. Even the existence of such a semi ad-hoc report (this is the second report, but it is not institutionalised as a continuous reporting mechanism) helps to identify the gap that exists between the benchmarking framework 2010, as

defined by the EC, and the realistic possibilities that exists for benchmarking in SEE. In order to identify potential benchmarking gaps, national consultants were asked to complete one of the codes in the first table and for indicators presented in the second table.

Yes, the indicator is regularly surveyed and published by the responsible institution.

The indicator is not regularly published but can be easily generated through regularly available public data.

From time to time this indicator can be generated by usage of secondary sources, but not easily and not regularly.

Primary research (survey, public opinion poll or other) must be done in order to generate this indicator.

Indicator

Code

1. Percentage of the population reached by switches equipped for DSL and/or living in houses passed by an upgraded cable. 2. Number of subscribers broken down according to platform (DSL, cable, fibre, 3G, wireless connections). 3. Percentage of households with broadband access (disaggregated by female and male headed households). 4. Percentage of households with access to the Internet at home (disaggregated by female and male headed households). 5. Percentage of enterprises with broadband access (percentage of female led businesses). 6. Subscription numbers broken down according to speed with the following thresholds: 256, 512, 1024 (Kbps), 2 and 4 Mbps. 7. Percentage of households with access to the Internet broken down according to the device for accessing via a PC, digital TV or mobile device (including all forms of mobile access, handheld computers, mobile phones or 3G). 8. Percentage of individuals that regularly use the Internet (population aged 16-74). “Regularly” is defined as at least on a weekly basis and “use” as including all locations/methods of access. Background variables for breakdown/tables to include age, gender, employment status, educational level and bandwidth.

337

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Indicator

Code

9. Percentage of individuals that have conducted specific on-line activities during the previous 3 months, broken down according to activity, bandwidth, education, gender and age. Activities to include sending/receiving e-mails, using the Internet for advanced communication, finding information about goods and services, accessing/receiving on-line media subscriptions (such as newspapers or newsletters), using digital broadcasting services (such as web TV or on-line radio), playing/downloading games and music, using Internet banking, purchasing and buying on line and using the Internet for learning purposes. 10. Share of the ICT sector in the economy measured in proportion to GDP and total employment. 11. Growth of the ICT sector measured as a percentage change in relation to the value added to current and constant prices. 12. R&D expenditure by the business sector viewed as a percentage of GDP and as a percentage of total R&D expenditure. 13. R&D expenditure in ICT by the public sector viewed as a percentage of GDP and as a percentage of total R&D expenditure. 14. Percentage of persons employed that use a computer connected to the Internet in the course of their normal work routine. 15. Percentage of enterprises with a LAN that use an Intranet or Extranet. 16. Percentage of enterprises with broadband access. 17. Percentage of enterprises that use open source operating systems. 18. Percentage of turnover from eCommerce for enterprises viewed as a percentage of their total turnover. 19. Percentage of enterprises that have received orders via a computer mediated network, which amount to â&#x2030;Ľ1% of their turnover. 20. Percentage of enterprises that have purchased via a computer mediated network, where these purchases amount to â&#x2030;Ľ1% of their total purchases. 21. Integration of internal business processes: the percentage of enterprises whose internal business processes are automatically linked. 22. Integration with suppliers and/or customers: the percentage of enterprises whose business processes are automatically linked to those of their suppliers and/or their customers. 23. Use of software solutions for improving relations with customers: the percentage of enterprises that use software solutions, such as CRM (customer relations management), oriented towards improving relations with their clients. 24. Percentage of enterprises sending and/or receiving eInvoices.

338

Annex II: The Benchmarking Gap and Awareness on IS development Indicator

Code

25. Percentage of enterprises that sell through the Internet and that offer the capability of secure transactions: the percentage of enterprises that make sales on the Internet and whose on-line sales system offers the capability of secure transactions. 26. Percentage of enterprises that use advanced eSignature in their relations with their suppliers and/or their clients. 27. Percentage of persons employed with ICT user skills (gender disaggregated). 28. Percentage of persons employed with ICT specialist skills (gender disaggregated). 29. The reason for not having Internet access at home and the reason for not having Broadband access at home. 30. The different places used to access the Internet during the last three months (at home, the work place, place of education, another personâ&#x20AC;&#x2122;s home or Public Internet Access points). 31. Number of basic public services fully available on-line. 32. Percentage of individuals that use the Internet for interacting with public authorities, broken down according to purpose (obtaining information, obtaining forms, returning completed forms). 33. Percentage of enterprises that use the Internet to interact with public authorities, broken down according to purpose (obtaining information, obtaining forms, full electronic case handling).

The overall assessment is presented in the table below. Indicator

Average

BiH

Croatia

Kosovo

Moldova

Montenegro

Romania

1. Percentage of the population reached by switches equipped for DSL and/or living in houses passed by an upgraded cable.

2.67

2. Number of subscribers broken down according to platform (DSL, cable, fibre, 3G, wireless connections).

2.00

339

Serbia

FYR Macedonia

Albania

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Indicator

Average

BiH

Croatia

Kosovo

Moldova

Montenegro

Romania

3. Percentage of households with broadband access (disaggregated by female and male headed households).

2.22

4. Percentage of households that have access to the Internet at home (disaggregated by female and male headed households).

2.22

5. Percentage of enterprises with broadband access (percentage of female led businesses).

2.44

6. Subscription numbers broken down according to speed with the following thresholds: 256, 512, 1024 (Kbps), 2 and 4 Mbps.

3.11

7. Percentage of households with access to the Internet broken down according to device for accessing.

3.33

8. Percentage of individuals that regularly use the Internet.

2.67

340

Serbia

FYR Macedonia

Albania

Annex II: The Benchmarking Gap and Awareness on IS development Indicator

Average

BiH

Croatia

Kosovo

Moldova

Montenegro

Romania

9. Percentage of individuals who conducted specific on-line activities during the previous 3 months, broken down according to activities.

2.67

10. Share of the ICT sector in the economy measured in proportion to GDP and total employment.

2.56

11. Growth of the ICT sector measured as a percentage change in relation to the value added to current and constant prices.

3.00

12. R&D expenditure by the business sector, as a percentage of GDP and as a percentage of total R&D expenditure.

2.78

13. R&D expenditure in ICT by the public sector as a percentage of GDP and as a percentage of total R&D expenditure.

3.44

14. Percentage of persons employed that use a computer connected to the Internet in the course of their normal work routine.

3.56

341

Serbia

FYR Macedonia

Albania

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Indicator

Average

BiH

Croatia

Kosovo

Moldova

Montenegro

Romania

15. Percentage of enterprises with a LAN that use an Intranet or Extranet.

3.00

16. Percentage of enterprises with broadband access.

2.33

17. Percentage of enterprises that use open source operating systems.

3.44

18. Percentage of turnover from eCommerce for enterprises as a percentage of their total turnover.

3.11

19. Percentage of enterprises that have received orders via a computer mediated network, which amounts to â&#x2030;Ľ1% of their turnover.

2.67

20. Percentage of enterprises that have purchased via a computer mediated network, where these purchases amount to â&#x2030;Ľ1% of their total purchases.

2.67

342

Serbia

FYR Macedonia

Albania

Annex II: The Benchmarking Gap and Awareness on IS development Indicator

Average

BiH

Croatia

Kosovo

Moldova

Montenegro

Romania

21. Integration of internal business processes: the percentage of enterprises whose internal business processes are automatically linked.

3.33

22. Integration with suppliers and/or customers.

3.00

23. Use of software solutions for improving customer relations.

2.67

24. Percentage of enterprises sending and/or receiving eInvoices.

2.78

25. Percentage of enterprises that sell through the Internet and offer the capability of secure transactions.

1,5

3.28

26. Percentage of enterprises that use advanced eSignature in their relations with their suppliers and/or their clients.

3.67

27. Percentage of persons employed with ICT user skills (gender disaggregated).

3.44

343

Serbia

FYR Macedonia

Albania

eGovernance and ICT Usage Report for South East Europe - 2nd Edition Indicator

Average

BiH

Croatia

Kosovo

Moldova

Montenegro

Romania

28. Percentage of persons employed with ICT specialist skills (gender disaggregated).

3.56

29. The reason for not having Internet access at home and the reason for not having Broadband access at home.

3.22

30. The different places used to access the Internet during the last three months.

2.67

31. Number of basic public services fully available on-line.

2.22

32. Percentage of individuals that use the Internet to interact with public authorities.

2.67

33. Percentage of enterprises that use the Internet to interact with public authorities.

2.67

3.58

3.42

2.00

3.76

3.70

3.55

2.18

1.68

2.06

2.88

Average:

344

Serbia

FYR Macedonia

Albania

Annex II: The Benchmarking Gap and Awareness on IS development As expected, we have a relatively good situation in Romania since Eurostat regularly publishes many of the indicators; however, the good score in Serbia, Croatia and FYR Macedonia may come as a bit of a surprise for anyone who is unaware of the systemic efforts that have been made by those countries in relation to information society development over the last several years. Less surprising are the very low scores of the other countries. A score above 3 indicates the almost total absence of systematic, institutionalised benchmarking for progress made in the area of ICT and information society. Few indicators, even those rated as 1, help very much; this is because typically these are indicators from within the sphere of responsibility of institutions that are not directly related to IS development, such as regulatory agencies, statistical institutions and similar. These facts should be alarming for the respective governments because no policy making and no assessment of the appropriateness of a particular policy can be done without the systematic benchmarking of progress. Even those countries mentioned with a better situation need to develop better benchmarking frameworks, because an average score of 2 does not mean that the set of indicators is regularly surveyed and published by the responsible institution(s). All indicators should be rated as 1. Probably even more important is the assessment of individual indicators to be tracked. It seems that the following indicators need further attention by all of the countries: • percentage of enterprises that use advanced eSignature in their relations with their suppliers 345

•

• •

• • •

•

and/or their clients; percentage of persons employed that use a computer connected to the Internet in the course of their normal work routine; percentage of persons employed with ICT specialist skills (gender disaggregated); R&D expenditure in ICT by the public sector as a percentage of GDP and as a percentage of total R&D expenditure; percentage of enterprises that use open source operating systems; percentage of persons employed with ICT user skills (gender disaggregated); percentage of households with access to the Internet, broken down according to the device for accessing via a PC, digital TV or mobile device (include all forms of mobile access, handheld computers, mobile phones or 3G); integration of internal business processes: the percentage of enterprises whose internal business processes are automatically linked; percentage of enterprises that sell through the Internet and offer the capability of secure transactions: the percentage of enterprises that sell through the Internet and whose on-line sales system offers the capability of secure transactions; the reason for not having Internet access at home and the reason for not having Broadband access at home; subscription numbers, broken down according to speed with the following thresholds: 256, 512, 1024 (Kbps), 2 and 4 Mbps;

eGovernance and ICT Usage Report for South East Europe - 2nd Edition • percentage of turnover from eCommerce for enterprises as a percentage of their total turnover; • growth of the ICT sector measured as percentage change in the value added to current and constant prices; • percentage of enterprises with a LAN that use an Intranet or Extranet; • integration with suppliers and/or customers: the percentage of enterprises whose business processes are automatically linked to those of their suppliers and/or their customers.

educational level and bandwidth; • percentage of individuals that have conducted specific on-line activities during the previous 3 months, broken down according to activity including bandwidth, education, gender and age. Activities to include sending/receiving e-mails, using the Internet for advanced communications, finding information about goods and services, accessing/receiving online media subscriptions (such as newspapers and newsletters), using digital broadcasting services (such as web TV or on-line radio), playing/downloading games and music, using Internet banking, purchasing and buying on line, and using the Internet for learning purposes; • percentage of persons employed with ICT user skills (gender disaggregated); • percentage of persons employed with ICT specialist skills (gender disaggregated).

In addition to this, some indicators would not be so highly rated as they are in the previous table if the data on the presented dimensions was disaggregated (particularly the gender dimension). This applies to the following indicators: • percentage of households with broadband access (disaggregated by female and male headed households); • percentage of households that have access to the Internet at home (disaggregated by female and male headed households); • percentage of enterprises with broadband access (percentage of female led businesses); • percentage of individuals that regularly use the Internet (population aged 16-74). “Regularly” is defined as at least on a weekly basis and “use” as including all locations/methods of access. Background variables for breakdown/tables to include age, gender, employment status,

Even those countries that carry out regular benchmarking of these indicators should be aware of this fact and make appropriate procedural amendments. The benchmarking gap is also related to the overall awareness of its importance to information society development.271 Throughout the implementing period of eSEE Agenda all of the countries have made significant efforts aimed at raising awareness and promoting information society development, and the results are already visible. However, here are some of the countries comments: To add a short comment: There is also no systematic benchmarking on awareness on information society development.

271

346

Annex II: The Benchmarking Gap and Awareness on IS development Albania A number of initiatives launched by the Government have increased awareness, especially within the public administration: “Albania in the Age of the Internet”, “Introduction of Informatics and the Internet in all Schools Country-wide”, projects such as the system for the payment of taxes, electronic public procurement, the National Registration Centre, identity cards and biometric passports, etc. In this climate the use of computers and the Internet is a normal phenomenon, especially in the central administration; however, the nature of usage and applications as well as the quality of service remain disputable issues. The Cross-cutting strategy defines the objective: offering eGovernment services and the development of an information society based on all inclusive principle.

between different public sector institutions, as well as between public and private actors. This leads to a lack of awareness related to the issues of interrelationships and interdependency, which, arguably, often hinders the more widespread use of the more complex eGovernance and eBusiness solutions and services. On the other hand, the economic crisis has negatively affected both public and private investment in ICT. Given that the level of ICT utilisation is still insufficient, the economic context may pose problems in the medium term.

Kosovo In Kosovo the overall level of awareness on information society is low. Developments have been driven by the market with little, if any, incentive regulation or involvement from the Government. Furthermore, the Croatia Government’s awareness lags behind that of the Information society issues are slowly gaining citizens and businesses. prominence within public discourse. The general The Internet is available at virtually every corner and trends in society and the economy favour the increased in every village in Kosovo and in addition the price is adoption of information and communications the lowest in the region. For example, “broadband” technology, especially by the younger generation. The 256K starts at 7 Euros per month. However, there increase in the usage of ICT services is highest (86%) has been little development of content in terms of among younger age groups (16-24), but decreases the local language, no educational programmes and, (76%) for the age group 25-34 and further still (56%) until recently, practically no services were provided for the age group 35-44. Senior citizens increased by the Government to utilise the advantage of this their level of usage of ICT in 2009. However, the digital prevalence of Internet availability. divide seems to be more expressed in terms of age In 2009, for the first time since 1999, Internet and socio-economic status than through gender. penetration in households registered a negative Information society issues are often viewed in isolation growth rate of 1%. It may be the case that the financial and tackled through specific projects and initiatives. crisis has taken its toll, but it is more likely that the Some difficulties exist in coordination and cooperation ISPs have reached the edge of profitability and that 347

eGovernance and ICT Usage Report for South East Europe - 2nd Edition further Internet penetration outside of urban areas accept new technology, together with its associated will not be possible in Kosovo unless some form of knowledge, and depends to a considerable extent universal service mechanism is provided by the State. on larger regional and international partners. The major areas for potential improvement relate to better Montenegro organisation as an industry at the national level and Overall, public awareness in relation to the information advanced know-how in HR, marketing and project society is continually on the increase due to several management. The latter is characterised by high factors: infrastructure and opportunity (as defined by technological and HR levels, high market penetration WSIS DOI - the Digital Opportunity Index), education and successful business results, while on the other of the young and the adult population, technological hand a lack of quality services, high prices and no advances, availability and decrease in prices marketing/customer focused orientation (all pursue for devices etc. More specifically, in Montenegro aggressive sales orientation). Since they all represent we recognise that the forming of the Ministry for major global/regional brands, the incorporation of Information Society, together with its proclaimed more positive practices from their parent companies mission, represents an important step towards could also be highly beneficial to both the ”CT” achieving the benefits that an information society subsector, their customers and the information society can bring. As an umbrella institution it can play a in general. This also stands for the major brands that major role in the achievement of this goal. However, are already present in the “IT” segment as well as it is crucial that all subjects within society also play some potential newcomers from the commercial sector their roles, ranging from the national to the local level, and various web communities. from individuals to institutions, from the public and If we consider the third factor, the utilisation of WSIS NGOs to the commercial sector. This supported by DOI, it has also shown signs of constant improvement. proactive and concrete assistance from international However, it can be pushed even further by reducing institutions, especially those with a strong presence the cost for broadband connections, the creation of more services and content on the Internet, continuous in Montenegro and the region. The ICT sector is characterised by the quite substantial education in and promotion of the information society differences that exist between the “IT” and “CT” together with its value and benefits for all social groups aspects; the former includes a few major (system and ages. This should not only come from government, integrators) and many small companies (sales), but also from the media and the commercial and NGO while the latter is formed by the four largest and most sectors. Projects and programmes can and should be powerful companies (one for the fixed and three for conducted at the national and local level, but regional the mobile phone market). The former is characterised cooperation must also be one of the priorities. by the continuous effort to remain competitive, We can conclude this short assessment with a 348

Annex II: The Benchmarking Gap and Awareness on IS development reminder that ICT development is a part of Millennium Development Goal 8 (Target 5) and that some of the most prominent advocates of human rights and leading Internet visionaries and experts, as well as institutions such as the United Nations, agree that access to the Internet should be a part of the fundamental human rights corpus, a stance that we strongly support.

Another obstacle is the low level of the administrative capacity of the Government and its institutions and the need to gather and connect all experts that deal with this specific issue. The final goal is the creation of a critical mass of competent professionals able to drive the entire activity of Serbiaâ&#x20AC;&#x2122;s EU integration. A stronger role for the media is also important as well as a higher level of awareness among media regarding the importance of following IS development and reporting Serbia The general conclusion is that the level of awareness on it to the public. In this way the whole level of social concerning the existence and advantages of IS in Serbia awareness would be raised in relation to the new phase is low. Action to raise awareness about the existence of modern economic and social development. and advantages of the information society need to be implemented at all levels. The first level is certainly that of the politicians, who can have a significant impact on the realisation of IS development at the government level through their decisions. Then there is the level of public administration and especially company management and staff. They can considerably improve the efficiency and competitiveness of the national economic and service sectors through valid business decisions that acknowledge the use of ICT in business operations. Last, but not the least, there is the level of citizens, who through their awareness and certainty that their lives can be made more comfortable and easier through the use of ICT. So the key obstacle to the successful building of an information society in Serbia is the need for political support in this area and the need for political awareness on the significance of IS development for the future of the country. In that vein, there is the need for political guidance and vision in regard to the development of modern policies at both the national and local level. 349

350

Annex III: Methodology for the Assessment of the on-line Availability of eGovernance Services

Annex III: METHODOLOGY FOR THE ASSESSMENT OF THE ON-LINE AVAILABILITY OF eGOVERNANCE SERVICES The methodology used for assessing the on-line availability of eGovernance services was based on the Gapgemini Methodology; however, a slightly different method and set of services to be analysed were used. This is because the i2010 set of services included the Gapgemini Methodology whereas the eSEE Agenda Plus set of services were not exactly the same. The report is aimed at the assessment of the implementation of eSEE Agenda Plus and therefore the Gapgemini Methodology was adapted to the eSEE Agenda Plus set of services. The assessment was conducted in four steps. Step 1: Identification of Service Providers The service providers responsible for the delivery of a particular public service in their respective country were identified. To do this we identified the governmental structure that was responsible for the service and the manner in which the service was organised and provided. Step 2: Identification of the websites of service providers The URL was provided for cases of one central website for the provision of services. All of the websites were evaluated for cases that involved multiple websites. A sample of websites was evaluated, according to the appropriate statistical methodology (stratification, systematic sampling, random sampling, etc.) for cases that involved a large number of websites (more than 8). Step 3: Evaluation of on-line services In cases that involved one central website for the

provision of services the website was evaluated in relation to its belonging to one of the “on-line availability stages” defined for that service. In general, the following 6 stages of on-line availability were defined.272

The service provider does not have an on-line accessible service.

Stage 1

Information.

Stage 2

One way interaction (downloadable forms).

Stage 3

Two way interaction (electronic forms).

Stage 4

Transaction (full electronic case handling).

Stage 5

Personalisation (proactive service delivery).

Each of the services had a more precise definition of the stages, while some stages for certain services did not exist (there are 4-6 stages). In the case of multiple websites, all websites were evaluated and the average stage was provided. The average score for the sample that was used was provided for cases involving a large number of websites (more then 8). The stages per URL/service were recalculated to reach an overall percentage of on-line sophistication per service according to the following formula: (Final_Score =(Average_Stage/ Highest_Stage_Number)*100%).

See: “The User Challenge Benchmarking the Supply of On-line Public Services”, created by Capgemini for the European Commission, 2007, pp. 10-11

272

353

Stage 0

eGovernance and ICT Usage Report for South East Europe - 2nd Edition For example, an average stage of 2 for a service that could have stages from 0-5 would have a final score calculated as follows: (Final_Score = (2/5)*100% = 40%).

• G2B; • G2C; • All services. A more detailed description of these services is given below.

While an average stage of 2 for service that could have 01. Employee Income Tax payment (G2B) stages from 0-4 would have a final score calculated Definition of the public service as follows: Employee income tax payment: registration, payment (Final_Score = (2/4)*100% = 50%) and analysis.

Research definition

Step 4: Calculation of the overall percentages Standard procedure for employee income tax The overall percentages were calculated as the average declarations. percentage for services belonging to the following groups:

Stage 0

The service provider does not have a publicly accessible website or the service provider does not qualify for any of the criteria for levels 1 to 4.

Stage 1

The information necessary to declare the income tax for an employee is available on a publicly accessible website managed by the service provider.

Stage 2

The service provider offers the possibility to obtain the paper form to declare income tax for an employee in a non-electronic manner.

Stage 3

The service provider offers the possibility of an electronic intake with an official electronic form to declare income tax for an employee.

Stage 4

The service provider offers the possibility to complete an income tax declaration of an employee entirely via the website.

Stage 5

The complete employee income tax declaration and notification of assessment can be dealt with via the website. No other formal procedure is required from the applicant in terms of “paperwork”.

354

Annex III: METHODOLOGY FOR THE ASSESSMENT OF THE ON-LINE AVAILABILITY OF eGOVERNANCE SERVICES Remark: Pre-filled forms sent to tax-payers by post are not taken into account in the quantitative analysis. Only on-line transactions are measured, qualitative information on alternative delivery modes are requested and reported on separately. Only on-line transactions are measured, qualitative information on alternative delivery modes/channels e.g., by post, are not requested or reported.

02. Environment-related and construction permits (G2B) Definition of the public service Construction and environment-related permits (including reporting).

Research definition Standard procedure to obtain at least one construction or environment-related permit, delivered at the lowest administrative level and concerning the start of a corporate activity (not taking into consideration contesting or appeal).

Stage 0

The service provider or the administrative level responsible does not have a publicly accessible website or a publicly accessible website managed by the service provider or by the administrative level responsible does not qualify for any of the criteria for the stages 1 to 4.

Stage 1

The information necessary to start the procedure to obtain a construction or environment-related permit is available on a publicly accessible website managed by the service provider or by the administrative level responsible.

Stage 2

The publicly accessible website managed by the service provider or by the administrative level responsible offers the possibility to obtain the paper form to start the procedure to obtain a construction or environmentrelated permit in a non-electronic manner.

Stage 3

The publicly accessible website managed by the service provider or by the administrative level responsible offers the possibility of an electronic intake with an official electronic form to start the procedure to obtain a construction or environment-related permit.

Stage 4

The service provider offers the possibility to complete the delivery of a construction or environment-related permit entirely electronically. Case handling, decisions on and delivery of a standard procedure to obtain a permit can be dealt with via eServices.

355

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 03. Electronic cadastre and related registers of ownership (G2B) Definition of the public service Obtaining and applying for proof of ownership.

Research definition Standard procedures for obtaining proof of ownership and submitting requests for changes to the cadastre and related registers of ownership.

Stage 0

The service provider or the administrative level responsible does not have a publicly accessible website or the publicly accessible website managed by the service provider or by the administrative level responsible does not qualify for any of the criteria for the stages 1 to 4.

Stage 1

The information necessary to start the procedure for obtaining proof of ownership or to submit a request for changes to the cadastre and related registers of ownership is available on a publicly accessible website managed by the service provider or by the administrative level responsible.

Stage 2

The publicly accessible website managed by the service provider or by the administrative level responsible offers the possibility to obtain the paper forms to start the procedures for obtaining proof of ownership or to submit a request for changes to the cadastre and related registers of ownership in a non-electronic manner.

Stage 3

The publicly accessible website managed by the service provider or by the administrative level responsible offers the possibility of an electronic intake with an official electronic form to start the procedures for obtaining proof of ownership or to submit a request for changes to the cadastre and related registers of ownership.

Stage 4

The publicly accessible website managed by the service provider or by the administrative level responsible offers the possibility to complete the procedure for obtaining proof of ownership or submitting a request for changes to the cadastre and related registers of ownership via the website. Case handling, decisions on and delivery of standard procedures can be dealt with via the web. No other formal procedure is required of the applicant via â&#x20AC;&#x153;paperworkâ&#x20AC;?.

356

Annex III: METHODOLOGY FOR THE ASSESSMENT OF THE ON-LINE AVAILABILITY OF eGOVERNANCE SERVICES 04. Social contributions (healthcare and pension) (G2B)

Research definition Standard procedure to for companies to declare the social contributions of employees.

Definition of the public service Social contributions for employees (healthcare and pension).

357

eGovernance and ICT Usage Report for South East Europe - 2nd Edition

Stage 0

Stage 1

The information necessary to start the procedure to declare social contributions for employees is available on a publicly accessible website managed by the service provider or by the administrative level responsible.

Stage 2

The publicly accessible website managed by the service provider or by the administrative level responsible offers the possibility to obtain the paper form to start the procedure to declare social contributions for employees in a non-electronic manner.

Stage 3

Stage 4

The publicly accessible website managed by the service provider or by the administrative level responsible offers the possibility to complete the declaration of social contributions for employees via the website. Case handling, decisions on and delivery of a standard procedure to declare social contributions for employees can be treated via the web. No other formal procedure is required of the applicant via â&#x20AC;&#x153;paperworkâ&#x20AC;?.

358

Annex III: METHODOLOGY FOR THE ASSESSMENT OF THE ON-LINE AVAILABILITY OF eGOVERNANCE SERVICES 05. Enterprise registration (G2B)

Research definition

Definition of the public service

The most important registration procedure to start a new company.

Registration of a new company.

Stage 0

Stage 1

The information necessary to start the procedure to register a new company is available on a publicly accessible website managed by the service provider or by the administrative level responsible.

Stage 2

Stage 3

Stage 4

The publicly accessible website managed by the service provider or by the administrative level responsible offers the possibility to complete the declaration of a new company via the website. Case handling, decisions on and delivery of a standard procedure to register a new company can be dealt with via the web. No other formal procedure is required of the applicant via â&#x20AC;&#x153;paperworkâ&#x20AC;?.

359

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 06. Company income declaration (G2B)

Research definition Standard procedure for a company income declaration.

Definition of the public service Company income declaration (corporate tax).

Stage 0

Stage 1

The information necessary to start the procedure to declare company income is available on a publicly accessible website managed by the service provider or by the administrative level responsible.

Stage 2

Stage 3

Stage 4

The publicly accessible website managed by the service provider or by the administrative level responsible offers the possibility to complete the declaration of company income via the website. Case handling, decisions on and delivery of a standard procedure to declare company income can be dealt with via the web. No other formal procedure is required for the applicant via â&#x20AC;&#x153;paperworkâ&#x20AC;?.

360

Annex III: METHODOLOGY FOR THE ASSESSMENT OF THE ON-LINE AVAILABILITY OF eGOVERNANCE SERVICES 07. VAT (G2B)

Research definition

Definition of the public service

Standard procedure for a VAT declaration and/or notification for transactions regarding the normal activities of a corporation.

VAT: declaration, notification.

Stage 0

Stage 1

The information necessary to start the procedure to declare VAT is available on a publicly accessible website managed by the service provider or by the administrative level responsible.

Stage 2

Stage 3

Stage 4

The publicly accessible website managed by the service provider or by the administrative level responsible offers the possibility to complete the declaration of VAT via the website. Case handling, decisions on and delivery of a standard procedure to declare VAT can be dealt with via the web. No other formal procedure is required of the applicant via â&#x20AC;&#x153;paperworkâ&#x20AC;?.

361

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 08. Customs declaration (G2B)

Research definition

Definition of the public service

Standard procedure for a customs declaration related to the normal activities of a corporation.

Customs declaration.

Stage 0

The service provider does not have a publicly accessible website or the service provider does not qualify for any of the criteria for the levels 1 to 4.

Stage 1

The information necessary for a customs declaration is available on a publicly accessible website managed by the service provider .

Stage 2

The service provider offers the possibility to obtain the paper form for a customs declaration in a non-electronic manner.

Stage 3

The service provider offers the possibility of an electronic intake with an official electronic form for a customs declaration.

Stage 4

The service provider offers the possibility to complete the declaration of a customs declaration electronically. Case handling, decisions on and delivery of a standard procedure for a customs declaration can be dealt with via eServices.

362

Annex III: METHODOLOGY FOR THE ASSESSMENT OF THE ON-LINE AVAILABILITY OF eGOVERNANCE SERVICES 09. Foreign trade transactions (G2B)

Research definition

Definition of the public service

Standard procedure for a foreign trade declaration related to the normal activities of a corporation.

A single window for the one-time filing of all required information on a foreign trade transaction.

Stage 0

The service provider does not have a publicly accessible website or the service provider does not qualify for any of the criteria for the levels 1 to 4.

Stage 1

The information necessary to declare a foreign trade transaction is available on a publicly accessible website managed by the service provider.

Stage 2

The service provider offers the possibility to obtain the paper form to declare a foreign trade transaction in a non-electronic manner.

Stage 3

The service provider offers the possibility of an electronic intake with an official electronic form to declare a foreign trade transaction.

Stage 4

The service provider offers the possibility to complete the declaration of a foreign trade transaction electronically. Case handling, decisions on and delivery of a standard procedure to declare a foreign trade transaction can be dealt with via eServices.

363

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 10. Public procurement (G2B)

Research definition

Definition of the public service

Standard procedure for a tender for public procurement, subject to a national public announcement.

Public procurement.

Stage 0

The service provider or the administrative level responsible does not have a public accessible website or the publicly accessible website managed by the service provider or by the administrative level responsible does not qualify for any of the criteria for the stages 1 to 4.

Stage 1

The information about the tender is available on a publicly accessible website managed by the service provider or by the administrative level responsible.

Stage 2

The publicly accessible website managed by the service provider or by the administrative level responsible offers the possibility to obtain the paper form to tender in a non-electronic manner.

Stage 3

Stage 4

The publicly accessible website managed by the service provider or by the administrative level responsible offers the possibility to complete the tender via the website. Case handling, decisions on and delivery of a standard procedure for tendering can be dealt with via the web. No other formal procedure is required of the applicant via â&#x20AC;&#x153;paperworkâ&#x20AC;?.

364

Annex III: METHODOLOGY FOR THE ASSESSMENT OF THE ON-LINE AVAILABILITY OF eGOVERNANCE SERVICES 11. Registry of mortgages of legal persons (G2B)

Research definition

Definition of the public service

Standard procedures for obtaining or adding information on the mortgages of legal persons.

Obtaining or adding information on the mortgages of legal persons.

Stage 0

Stage 1

The information necessary to start the procedure for obtaining or adding information on the mortgages of legal persons is available on a publicly accessible website managed by the service provider or by the administrative level responsible.

Stage 2

The publicly accessible website managed by the service provider or by the administrative level responsible offers the possibility to obtain the paper forms to start the procedure for obtaining or adding information on the mortgages of legal persons in a non-electronic manner.

Stage 3

The publicly accessible website managed by the service provider or by the administrative level responsible offers the possibility of an electronic intake with an official electronic form to start the procedure for obtaining or adding information on the mortgages of legal persons.

Stage 4

The publicly accessible website managed by the service provider or by the administrative level responsible offers the possibility to complete the procedure for obtaining or adding information on the mortgages of legal persons via the website. Case handling, decisions on and delivery of a standard procedures can be dealt with via the web. No other formal procedure is required of the applicant via â&#x20AC;&#x153;paperworkâ&#x20AC;?.

365

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 12. Statistical data (G2B)

questionnaire with data up to the submission of statistical data to the State Statistical System.

Definition of the public service

Submission of statistical data to the State Statistical Remark: This indicator is aimed at identifying the manner in which the Government makes it easier to System. submit statistical data and reduce company red tape Research definition Standard procedure to submit at least one statistical through the interoperability of data-sets.

Stage 0

The service provider does not have a publicly accessible website or the service provider does not qualify for any of the criteria for the levels 1 to 5.

Stage 1

The information necessary to submit a statistical questionnaire to the National Institute for Statistics is available on a publicly accessible website.

Stage 2

The possibility to download at least one statistical questionnaire from the National Institute for Statistics to submit statistical data exists.

Stage 3

The possibility to submit at least one statistical questionnaire to the National Institute for Statistics using an official electronic form exists.

Stage 4

The service provider offers the possibility to complete the submission of statistical data to the National Institute for Statistics electronically.

Stage 5

Data concerning company revenue that has already been declared to the tax administration does not need to be resubmitted separately to the statistical office. Data related to employees (proportion of men to women, absenteeism in the work force, etc.) that has already been submitted to the social security or employment administrations is automatically submitted for statistical purposes. The submitter then does not need to resubmit data. (The administration must adapt, not the citizen or enterprises).

366

Annex III: METHODOLOGY FOR THE ASSESSMENT OF THE ON-LINE AVAILABILITY OF eGOVERNANCE SERVICES 13. Job Search (G2C)

Research definition

Definition of the public service

Standard procedure to obtain job offerings organised by official labour offices (no private market initiatives should be evaluated).

Job search services provided by labour offices.

Stage 0

The service provider does not have a publicly accessible website or the service provider does not qualify for any of the criteria for the levels 1 to 4.

Stage 1

The information necessary to obtain job offerings is available on a publicly accessible website managed by the service provider.

Stage 2

The service provider offers the possibility to obtain from the website the paper form to apply to receive job offerings in a non-electronic manner.

Stage 3

The service provider offers the possibility to consult databases containing job offerings.

Stage 4

The service provider offers the possibility of an electronic supply of pre-selected jobs related to a given profile submitted by the job searcher.

367

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 14. Social security benefits (G2C)

for these different benefits: • 14a. unemployment benefit; • 14b. child supplement; • 14c. healthcare payments (reimbursement or direct settlement); • 14d. student supplements and grants.

Definition of the public service

Social security benefits: • unemployment benefit; • child supplement; • healthcare payments (reimbursement or direct settlement); No additional services shall be included in the • student supplements and grants. evaluation (for example, allowances for ex-soldiers and similar). Research definition In the following table only the definition of the public Standard procedure for obtaining social security service “Unemployment benefit” is fully developed, benefits. Research should be conducted separately the other three have the same structure.

Stage 0

The service provider does not have a publicly accessible website or the service provider does not qualify for any of the criteria for the levels 1 to 5.

Stage 1

The information necessary to obtain unemployment benefit is available on a publicly accessible website managed by the service provider .

Stage 2

The service provider offers the possibility to obtain the paper form to obtain unemployment benefit in a nonelectronic manner.

Stage 3

The service provider offers the possibility of an electronic intake with an official electronic form to obtain unemployment benefit.

Stage 4

The service provider offers the possibility to complete the application for unemployment benefit via the website.

Stage 5

Case handling, decisions on and delivery (payment) of the standard procedure to obtain unemployment benefit are entirely dealt with via the web. No other formal procedure is required of the applicant via “paperwork”.

368

Annex III: METHODOLOGY FOR THE ASSESSMENT OF THE ON-LINE AVAILABILITY OF eGOVERNANCE SERVICES 15. Personal documents (G2C)

• 15b. international passport; • 15c: driver’s license.

Definition of the public service

Obtaining personal documents: ID, passport or No additional services should be included in the driver’s licence. evaluation (for example, social security ID cards and Research definition similar). Standard procedure for obtaining personal documents. In the following table only the definition of the public Research should be conducted separately for the three service “International passport” is fully developed, different personal documents: the other two have the same structure. • 15a. ID;

Stage 0

The service provider does not have a publicly accessible website or the service provider does not qualify for any of the criteria for the levels 1to 5.

Stage 1

The information necessary to obtain an international passport is available on a publicly accessible website managed by the service provider.

Stage 2

The service provider offers the possibility to obtain the paper form to obtain an international passport in a nonelectronic manner.

Stage 3

The service provider offers the possibility of an electronic intake with an official electronic form to obtain an international passport.

Stage 4

NOT APPLICABLE

Stage 5

The service provider automatically prompts passport owners about their current imminent expiry date (through e-mail, sms, smail or other eChannels).

369

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 16. Car registration (G2C)

Remark: The term “new, second-hand or imported cars” comprises the total number of registered cars Definition of the public service in a country. Car registration (new, second-hand or imported cars). The level 4b implies an electronic communication link Research definition between the intermediary and the public registration Standard procedure to register a new, second- hand authority for the final registration. or imported car.

Stage 0

The service provider does not have a publicly accessible website or the service provider does not qualify for any of the criteria for the levels 1 to 5.

Stage 1

The information necessary to register a new, second-hand or imported car is available on a publicly accessible website managed by the service provider.

Stage 2

The service provider offers the possibility to obtain the paper form to register a new, second-hand or imported car in a non-electronic manner.

Stage 3

The service provider offers the possibility of an electronic intake with an official electronic form to register a new, second-hand or imported car.

Stage 4

The service provider offers the possibility to complete the registration of a new, second-hand or imported car via the website. Case handling, decisions on and delivery of a standard procedure to register a new, second-hand or imported car can be dealt with entirely via the web. No other formal procedure is required of the applicant via “paperwork”.

Stage 5

Registration of a new, second-hand or imported car is possible through a “one-stop-shop”, such as an intermediary, for instance an insurance broker, a website, a car dealer or other.

370

Annex III: METHODOLOGY FOR THE ASSESSMENT OF THE ON-LINE AVAILABILITY OF eGOVERNANCE SERVICES 17. Public libraries (G2C)

Research definition

Definition of the public service Public libraries (availability of catalogues, search tools and ordering).

Standard procedure to consult the catalogue(s) of a public library in order to obtain specific information regarding a specific carrier (Book, CD, etc.) with potentially ordering mechanisms.

Stage 0

Stage 1

The information necessary to start the procedure to consult the catalogues of a public library in order to obtain a specific information carrier is available on a publicly accessible website managed by the service provider or by the administrative level responsible.

Stage 2

The publicly accessible website managed by the service provider or by the administrative level responsible offers the possibility to obtain the paper form to start the procedure to consult the catalogues of a public library in order to obtain a specific title in a non-electronic manner.

Stage 3

The publicly accessible website managed by the service provider or by the administrative level responsible offers the possibility to search for a specific information carrier (book, CD, etc).

Stage 4

The service provider offers the possibility to search for a specific title (book, CD, etc.) and to make an electronic reservation (order) or to obtain an electronic copy.

Stage 5

In addition to all of the possibilities listed under stage 4, the service provider offers the possibility to inform the customer about the new arrivals of specific information carriers.

371

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 18. Certificates (G2C) Definition of the public service

death certificate. Research should be conducted separately for the three Certificates (births, deaths and marriages) request different certificates: and delivery. • 18a. birth certificate; • 18b. death certificate; Research definition • 18c. marriage certificate. Standard procedure for obtaining a birth, marriage or

Stage 0

Stage 1

The information necessary to start the procedure for obtaining a certificate is available on a publicly accessible website managed by the service provider or by the administrative level responsible.

Stage 2

The publicly accessible website managed by the service provider or by the administrative level responsible offers the possibility to obtain the paper form to start the procedure for obtaining a certificate in a nonelectronic manner.

Stage 3

Stage 4

The service provider offers the possibility to complete the delivery of a certificate via the website. The delivered certificate can be a legally binding electronic document (e.g., pdf). No other formal procedure is required of the applicant via “paperwork”.

372

Annex III: METHODOLOGY FOR THE ASSESSMENT OF THE ON-LINE AVAILABILITY OF eGOVERNANCE SERVICES 19. Admission to an institution of higher education (G2C)

Research definition Standard procedure for enrolling students in a university or another institution of higher education subsidised by an official administrative body in the country.

Definition of the public service Enrolment in higher education/university.

Stage 0

Stage 1

The information necessary to start the procedure to enrol students in a university or another institution of higher education is available on a publicly accessible website managed by the service provider or by the administrative level responsible.

Stage 2

The publicly accessible website managed by the service provider or by the administrative level responsible offers the possibility to obtain the paper form to start the procedure to enrol a student in a university or another institution of higher education in a non-electronic manner.

Stage 3

The publicly accessible website managed by the service provider or by the administrative level responsible offers the possibility of an electronic intake with an official electronic form to start the procedure to enrol a student in a university or another institution of higher education.

Stage 4

The publicly accessible website managed by the service provider or by the administrative level responsible offers the possibility to complete the enrolment of a student in a university or another institution of higher education via the website. Case handling, decisions on and delivery of a standard procedure to enrol a student in a university or another institution of higher education can be dealt with via the web. No other formal procedure is required of the applicant via â&#x20AC;&#x153;paperworkâ&#x20AC;?.

373

eGovernance and ICT Usage Report for South East Europe - 2nd Edition 20. Residence registration in the event of a change of address (G2C) Definition of the public service Residence registration in the event of a change of address.

Research definition Standard procedure for the announcement of a change of address by a private individual moving within the country.

Stage 0

Stage 1

The information necessary to start the procedure to officially announce a change of address is available on a publicly accessible website managed by the service provider or by the administrative level responsible.

Stage 2

The publicly accessible website managed by the service provider or by the administrative level responsible offers the possibility to obtain the paper form to start the procedure to officially announce a change of address in a non-electronic manner.

Stage 3

Stage 4

The service provider offers the possibility to complete the announcement of a change of address by a private individual moving within the country on-line.

374

Part III:

Country ICT Profiles

375