e-MUNICIPALITY

2013

DIGITAL LOCAL AGENDA

e-MUNICIPALITY

2013

DIGITAL LOCAL AGENdA

FOREWORd
This document is part of the e-Government in Kosovo Municipalities project, funded by the Ministry of Foreign Affairs of Norway and implemented by the NGO KS-Kosova in partnership with Norwegian Association of Local and Regional Authorities acting as organizer and superviser of the project, in cooperation with the Ministry of Public Administration (MPA), the Association of Kosovo Municipalities and the Ministry of Local Government Administration (MLGA). The working group is established for the drafting of this document, consisting of: Kujtim Gashi(Dep. of e-Governance-DeGAP, in the Ministry of Public Administration - Chairman of the Working Group), Valon Hysenaj (Project Manager in NGO KS-KOSOVA), Svein Erik Wilthil (Consultant for e-governance at the Norwegian Association of Local and Regional Authorities), Xhem Binaku (Chairman of the Collegium of Directors of Administrations of Kosovo Municipalities and director of Administration in municipality of Drenas), Ekrem Reica (Director of Administration in the municipality of Shtime and member of the ICT working group at KS-Kosova project), Selim Lula (Department for e-Governance-DeGAP, the Ministry of Public Administration), Flamur Mripa (ICT Consultant in MLGA), Shehadin Rystemi (ICT Official In MLGA), Xhevat Tafa (MLGA), Vladan Popovic (Head of ICT in the municipality of Gracanica and vice-chairman of ICT Collegium), Ardian Zajmi (IT Consultant in DeGAP at the Ministry of Public Administration), Bujar Ejupi (consultant for drafting of the document and the organization of working meeting), Tringa Mullaademi (Project Assistant in NGO KS-KOSOVA), Gazmend Jakupi (Head of ICT in Gjilan) and Genc Namani (IT official at the Association of Kosovo Municipalities). On behalf of the working group, we would like to thank the donors of the project (Ministry of Foreign Affairs of Norway), Ministry of Public Administration, Municipalities of the Republic of Kosovo, Ministry of Local Government Administration and Association of Kosovo Municipalities for their excellent cooperation. Special thanks is also dedicated to Mr. Hannes Astok from the Academy of e-Governance of Estonia as well as to other members of the Academy who helped in compilation of this document based on the best practices. Version 1.0, May 2013

TABLE Of CONTENTs
Acronyms............................................................................................................................................. 04 1. Executive Summary .................................................................................................................. 07 2. Introduction ................................................................................................................................. 08 2.1 Infrastructure of Information Technology ................................................................... 09 3. Principles of e-Governance .................................................................................................. 11 4. Vision ............................................................................................................................................... 12 4.1 Objectives ................................................................................................................................ 12 5. Preconditions for the provision of electronic services ............................................ 5.1 Technical Architecture ........................................................................................................ 5.2 Organizational Preconditions ........................................................................................... 5.3 Legal Framework ................................................................................................................... 6. e-Municipality and the development of electronic services ................................ 6.1 e-Education ............................................................................................................................. 6.2 e-Health .................................................................................................................................... 6.3 e-Cadastre ............................................................................................................................... 6.4 e-Tax .......................................................................................................................................... 6.5 e-Participation ....................................................................................................................... 6.6 e-Archive .................................................................................................................................. 6.7 m-Services ............................................................................................................................... 13 13 18 23 25 26 26 27 27 27 28 28

7. Awareness of the importance of using electronic services ................................... 29 7.1 Awareness of municipal officials ..................................................................................... 30 7.2 Awareness of citizens .......................................................................................................... 31

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ACRONYms
Abbreviations ICT Description Information and Communication Technology Global network of computers that provides a variety of information and communication facilities, consisting of interconnected networks, by using standard communications protocols. WiFi is widespread technology, that allows the exchange of data with the wireless method (using radio waves), by using the method of computer networks. Personal computer (PC) is a general-purpose computer. Electronic mail that most of the time is referred to as email or e-mail, is a method for exchanging digital messages from their author to one or more recipients. Government to Citizen (G2C) is the communication link between the government and private individuals (citizens), by using information and communication technology. Government to Business (G2B) is the communication link between government and business, by using information and communication technology. Government to Government (G2G) is the communication link within government, as well as communication between governments of different countries, by using information and communication technology. Digital interaction between government and citizens (G2C), government and business (G2B), government and government (G2G). Presents a middleware that orchestrates and mediates between different applications of municipality and Unique book of protocol as well as ensures a measurement of the quality of the processes occurring in the municipality. The use of electronic media and ICT in education. Application developed by MEST on the digitization of school journal.

Internet

WiFi

PC

e-mail (email) G2C (Government to Citizen) G2B (Government to Business) G2G (Government to Government)

e-Governance

e-Municipality

e-Education e-School

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e-Files

Electronic files or documents are any electronic media content, which are intended to be used in electronic form. The use of electronic media for documents archiving in electronic media forms. The use of electronic media in Healthcare. The electronic version of the cadastre. Digital interaction between government, citizens and businesses to declare and pay taxes. Active participation of citizens in the municipality decision-making processes using electronic media. Use of mobile telephony to receive services. Use of sim card for identification in electronic systems. Usage of mobile devices to perform financial transactions. Citizens Service Center Middleware is software that interconnects applications separated from each other, in glue shape. The software layer that converts the data of an application in simple form, acceptable for integration with other applications Software layer that creates a unique standard for access and safe exchange of information between different applications. Named also as Barcode, which is usually found in bills or payment sheet, that usually appears in the form of columns (or differently), that owns a number of identification of the document and content. Usually UNIREF (Barcode) is automatically read from the device called Barcode-reader. In this case the data are transferred in cash systems, etc.

e-Archive e-Health e-Cadastre e-Tax

e-Participation m-Services m-ID m-Payments CSC Middleware Application Adapter

Security Adapter

Uni Ref

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Unique Book of Protocol Unique Cash - Book Back Office Intranet

Book or single record of protocol of cases, which is generated by the electronic system. Book or single record that identifies all payments collected at the checkout. Location of the majority of organizations where tasks are performed for the progress of the organization. Internal network of an organization that is used to exchange information. Web page that brings together all the information from several sources in a unique way. This document refers to websites of municipalities. Content management system (emphasized at the municipal web sites hosting), a system for managing websites of the municipalities. Content Management System / Citizen Service Centers, is the name of the application, which is used in municipalities for protocol and processing of cases from the entry into system up to the finish (case management system) Interoperability of systems that are being developed (comprehensibility and collaboration with products and other current systems and those that will be developed in the future, without any restriction on access or implementation The ability of a system, network, or process to handle the increasing amount of work in capable way or its ability to expand (grow) by accommodating the growth. The use of computer resources (hardware and software) that are provided as services through the network in most cases via the Internet. Computer software, whose source code becomes available and is licensed with an open license (free). Training of employeers in the workplace, while he or she is performing the work.

Portal CMS (Content Menagment System) SMS/CSC (Content Menagement System-Service Citizens Center)

Interoperabiliteti

Scalability (possibility of expansion) Cloud Computing Open Source Open-source software (OSS) On Job Training

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ExECuTIvE SummARY
This document is drafted in the form of guidance for municipalities of the Republic of Kosovo in order to promote willingness of municipalities to implement electronic services, and is one of the main goals of the project e-Government in Kosovo Municipalities, funded by the Ministry of Foreign Affairs of Norway. This project is implemented by the NGO KS-Kosova in partnership with Norwegian Association of Local and Regional Authorities acting as organizer and superviser of the project, in cooperation with the Ministry of Public Administration (MPA) of the Republic of Kosovo, Municipalities of the Republic of Kosovo, the Association of Kosovo Municipalities and with the support of the Ministry of Local Government Administration.

Digital Local Agenda is structured as follows: Introduction (overview of the purpose of this document), The current state of the infrastructure and electronic services provided by the municipalities of the Republic of Kosovo, General objectives, Vision, Document Objectives, Main Principles for Local Electronic Governance. The preconditions for the provision of electronic services are divided into three aspects: technical, organizational and legislative. At the same time this document contains important recommendations for municipalities, which must be fulfilled during the development and delivery of electronic services. The last chapter is about the awareness regarding the use of services, awareness of municipal officials and citizen awareness, by providing specific recommendations. Municipalities are encouraged to implement the recommendations according to this agenda, taking into consideration their municipal and budgetary specifics.

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INTROduCTION

Digital Local Agenda (DLA) is a document which refers to Electronic Governance Strategy of the Republic of Kosovo 2009-2015 Interoperability Framework of Kosovo, in which is foreseen the need for a broader document on e-Governance in municipalities. This document is drafted with reference to the above documents, as well as those of the EU, which regulates the field of electronic governance. Experiences and best practices in Norway and Estonia have also been used as a reference base. DLA will serve as the orientating document or a guide for local goverment, that enables the advancement and modernization of processes and administrative services in the municipalities. It is also an important guide in increasing the efficiency and effectiveness of administration, in internal communication and providing services to citizens, always aiming the use of Information Technology (IT) recources. Based on the principles of e-Governance, DLA describes the most advanced methods of management in administration, by using standards for concentration of as much administrative services in the office, such as Citizen Service Centres or One-Stop-Shops, as well as the digitization of administrative services. These processes will greatly affect in the elimination of bureaucracy, simplifying the procedures, increase transparency, and provide citizens with the opportunity to be active participant in decision making. A special attention is given to the creation of opportunities for communicating with citizens, and creating opportunities for cooperation between municipalities and central government, that the investments and good practices should not only serve as a local investment, but to be used as good practices for the whole country. A particular place has been given to Electronic governance in municipalities in Electronic Government Strategy of the Republic of Kosovo 2009-2015 and in the Action Plan for the implementation of this strategy. In central strategy is emphasized that all commitment for

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raising the quality of services in the municipalities, refers to the need to provide services closer to the citizens, aiming the use of IT resources. However, all electronic services are provided on the basis of defined legal responsibilities, therefore all municipalities have a role in the provision of electronic services to citizens, businesses, but also toward itself. In this regard, the central institutions will create spaces, whether in infrastructural level, whether creating spaces through policies adopted and assistance in terms of integration of systems and databases. Important projects for all municipalities will be implemented with permanent cooperation and coordination, including advancing and expanding its network, including electronic property tax (e-Tax), creating necessary spaces in Data Center of Kosovo for municipal needs, etc.

2.1 INfRAsTRuCTuRE Of INfORmATION TEChNOLOGY

ICT infrastructure is the main precondition for the development of municipal e-Governance. Most of central and local government institutions are connected to the public network via optical cable and microwave network. Municipalities have their computer network and have managed to realize other projects in the field of e-Governance.

The basic elements of technical infrastructure are: yy Expansion of computer network; yy Municipalities intranet and other electronic portals; yy Hardware and Software; yy Human Resources / Digital Capacities; yy Information security; yy ICT Standards, yy Integration of Systems;

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Network expansion enables improvement and increasement of public services by utilizing electronic services, which facilitate and accelerate greatly issuing and acquiring of services. Institutions of the Republic of Kosovo are obliged to use standards of hardware and software based on Administrative Guideline for Hardware and Software and Administrative Guideline for use of licensed software (MPA). The hardware that is used by municipal institutions, has different platforms. In public administration in Kosovo are used operative systems, applicative software and information management systems. The current situation of human resources of ICT in municipalities is somewhat solid, but the need for further advancement and increasement of staff dedicated to IT is evident. Security is the primary issue for the operation of IT systems in general and for electronic governance in particular. Physical protection of equipment is essential to reduce the risk of unauthorized access to data. Information System of the Government of Kosovo is largely conducted according to IT standards, by respecting standards of confidentiality, integrity and availability of information. Local governance institutions are part of the network of government of Kosovo and part of standards and security regulations. Implementation of projects without respecting standards has affected several times in reduction of data security, transferring data in physical memory through devices (USB, CD, etc.). These practices must be eliminated. Increased data security, must be done through centralized projects in accordance with the applicable security policies.

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3.0 PRINCIpLEs Of e-GOvERNANCE

The document Digital Local Agenda is considered as a guide for all municipalities in the implementation and provision of electronic services. This document is based on several main principles such as:

Participation of all citizens in the information society; I ncreasing the quality,provision of qualitative, transparent and accountable service toward citizens, businesses and within the administration; I nteroperable electronic services (interoperability) with each other, which means to be understandable, to collaborate with other current products and systems and those that will be developed in the future, without any restriction on access or implementation; C itizen data to be registered only once, in a way that they could be reused later by other systems; T he informations during electronic service provision must be transmitted in safe channels, by using encryption during the transmission in digital media, in order to preserve their security and privacy; A ll services that are provided for citizens must respect multilingualism under the laws of the Republic of Kosovo; D igital communication between citizens, businesses and administrations should be the preferred form of communication. However, other principles should be taken into account, which are defined by legal acts, other official documents, international standards as well as other EU regulations, which regulate local electronic governance.

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4.0 VIsION
Main priority for the Municipalities of the Republic of Kosovo will be the development of an efficient and transparent electronic administration, with the aim of providing quality services and strengthen local democracy with active citizen participation.

4.1 ObjECTIvEs
The objectives for the provision of electronic services in the municipalities of the Republic of Kosovo are: To efficiently utilizate ICT resources, by increasing citizen satisfaction with online services from distance, 24 hours a day, 7 days a week (24/7), with aim to increase the number of citizens that use existing electronic services. To digitalizate data and automate information processing with the possibility that the electronic systems are interoperability (interoperable); To provide municipality services at single administrative point, , the citizen ID to be required only once by administration officials and municipal officials to be identifed only once, so after they can use all other systems; To insure that indicators of the use of electronic systems can be measured with the use of Performance Management System, aiming at continuous improvement of services, increasing the performance of the administration, advancement of administrative processes and more efficient use of resources human (municipal officials), by improving and rationalizing the working processes with the use of digital communication between citizens, businesses and administrations; To establish electronic desks for receiving electronic services and m-services from all parties, including persons with special needs. Topromote and sensitize citizens and businesses for electronic services provided by the administration, as well as their participation in decisionmaking processes; To increase transparency in public administration and eliminate bureaucracy and misuse To use electronic platform for creating unique book of protocol.

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PRECONdITIONs fOR ThE pROvIsION Of ELECTRONIC sERvICEs

To be consistent with the vision and objectives foreseen for the provision of electronic services, each municipality must meet the preconditions, which are divided into three categories: Technical Architecture; Organizational preconditions and Legal Framework.

5.1 TEChNICAL ARChITECTuRE

In this chapter are described the technical preconditions that must be fulfilled by municipalities, separately, to enable the provision of electronic services for citizens, businesses and government itself.

5.1.1 Computer Network It is important that all institutions in the Municipalities of the Republic of Kosovo have coverage with network (WAN and LAN) and the Internet.

Recommendations: yy The network should be expanded to cover all municipal institutional offices. All PCs of municipal institutions must be connected to the network; yy Have secondary network connection (back-up), in case of failure of the primary network; yy To measure continuously the quality, capacity, and network security because of the auditing; yy Provide free Internet through wireless network (WiFi) for citizens, in municipal areas, always respecting official documents and information security and data privacy.

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5.1.2 Municipalities Intranet It is particularly important that citizens have a gateway (point), through municipal portal for obtaining municipal services, while on the other side, municipal internal communications must not to bee seen at all by the citizen or business until the final review of the case. This internal communication should be conducted electronically, by using the relevant intranet applications and electronic files.

Recommendations: yy Utilization of document management system, e-Archive, as well as SMS / CSC intranet to municipalities for receipt of all applications and materials that come through the CSC, their distribution to administrative levels for review, as well as their return and finalization at one point; yy Adaptation of the SMS/CSC system for communication with other existing systems (be interoperable), as well as with those that will be developed in future, to be advanced in accordance with the requirements for further digitalization of municipal services; yy The documentation of a handling case to be stored only once and the same to be used by other applications, until the review and decision of a case in question; yy Provide the necessary information such as; contact information of municipal officials; information on administrative plans; regulations and decisions of the municipal assembly; information about daily activities in municipal administration including social events; minutes of meetings; as well as important messages from Mayors and Directors.

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5.1.3 Municipalities Portals Municipalities portals are public t and serve for direct communication between the municipality and citizens. This is the main gate of communication. Recommendations: yy Unification of the convention of appointment of sections through websites, so that they will all be the same in all municipalities; yy To inventory and publish municipal acts; yy To provide information on the organization of the municipality (political and administrative organization), municipal officials contacts (email and phone), information on the services provided in the municipality for public transport, important documents and projects, decisions of the municipal assembly, and other important informations; yy Provide access to electronic records, applications for personal information, using secure communication of information protection; yy To provide news for various community events (eg cultural activities); yy Municipalities should have pages on social networks (Facebook, Twitter etc..), to facilitate communication between the municipality and citizens as well as to inform citizens about the activities of the municipality; yy To provide informations for intermunicipal cooperation, by publishing joint projects.

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5.1.4 Hardware and Software The objectives of the agenda foresee increasement of the level of use of Information and Communication Technology (ICT). Precondition for successful utilization is that electronic systems must be utilized in accordance with legal regulations, standards and needs of relevant institutions. Likewise, rational use of hardware and software equipment is required, in accordance with legal regulations, opportunities and requirements of the relevant institutions. Recommendations: yy All municipal officials should be equipped with technological equipment (hardware and software); yy Aiming at the efficient utilization of IT infrastructure, by planning the use of virtual systems as well as Cloud Computing technology, resulting in cost reduction, increased productivity, and reducing environmental pollution (green computing), always respecting interoperability framework, legal regulations, information security and preservation of privacy of information; yy To continuously update hardware and software, in order to standardize them and to avoid problems by utilizing different technologies; yy To have authentic policies of software licensing, to guarantee the utilization of licensed software; yy To encourage the utilization of open-source applications, while respecting the standards and legal applicable regulations. 5.1.5 Information Security in technical aspect In accordance with the standards of information security, information security is the preservation of the integrity, availability and confidentiality of information. Information security includes these components: Technical, Organizational and Legal. Recommendations: yy Based on security parameters, all municipalities should compile plans for protective measures that provide safety of information on the technical aspects.

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5.1.6 ICT standards, Interoperability and ICT architecture Capacity development of municipal electronic governance, should respect the standards of information technology. These standards should be promoted continuously, by respecting the technological advances and their implementation within the infrastructure of general services. The purpose of ICT Architecture is to guide the process of planning, purchasing, construction, modification, interconnection and establishment of IT resources in all municipal administration. As such, IT architecture, offers the possibility of evolutionary sustainable development; identifies common technologies, sufficient to meet the needs of users of local institutions. Proper design and implementation of ICT Architecture helps to ensure interoperability within and outside the IT field, by reducing requirements for maintenance and support, as weel as helps in planning the migration of new technologies. By analyzing the concept of e-Municipality, in technical aspect, with special emphasis on interoperability, it presents a Midelware, with interoperability protocols, well defined, with technical manuals for Application Adapter and Security Adapter, which ensures implementation of legal regulations as well as provision of services in an efficient manner.

Recommendations: yy During the establishment of services in municipal public administration institutions the focus must be placed on functional requirements and in the avoidance of the technological impositions and partner products; yy To respect IT standards, based on European standards for IT, as well as under Administrative Guideline for hardware and software , approved by the Ministry of Public Administration; yy All developed systems should be interoperable as well as data must be stored only once by a system and enable their utilization by other systems; yy To respect the principles of architecture, such as: Services Orientation, Interoperability, Access, Security, Transparency, Flexibility and possibility for further growth (Scalability); yy To provide an introduction to electronic systems, with the possibility of utilizing other systems (single-sign-on); yy Advancement of systems interactions through new IT projects, which will be based on open standards and will include the requirements of all institutions involved in the finalization process of services.

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5.2 ORGANIzATIONAL PRECONdITIONs

5.2.1 Human Resources / Digital Competences One of the most important areas for the implementation of e-Governance is the human factor. Building a modern administration, in accordance with European standards, is closely related to the efficient utilization of information and communication technology systems, according to the criteria. The development of digital competences must be divided into the following areas: Managing changes by utilization of the ICT; Drafting and implementation of strategic plans; Managing working processes, including their design and redesign, and organizational aspects of the municipality; Planning and procurement; Project management; The implementation of the operational tasks; Capacity building of the administrative employees, for the efficient utilization of IT and the establishment of basic working skills for IT.

Recommendations: yy All municipalities should be involved in identifying the needs for the development of digital competence, according to the above mentioned fields; yy Cooperate with donors and the private sector for the the development of digital competence yy To develop a municipal program that aims to transfer the digital competence from experienced staff to others (on job training); yy To establish training centers, as important component in professional capacity building of municipal officials; yy To advance existing applications and develop new appropriate applications, for human resource management and knowledge management.

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5.2.2 Information Security in Organizational Aspect One of the most important preconditions in organizational aspect is information security, as the human factor is the weakest link in of it. This is related to internal organization of the municipality, to enhance information security and awareness of staff in this area. Recommendations: yy Each municipality must share responsibility for the information security to the assigned official, or in case when the municipality is smaller, to the person responsible for the IT; yy Municipalities must develop and provide training for the municipal staff awareness about information security, especially for the IT staff, that are responsible for the maintenance of ICT equipment.

5.2.3 Advancement and rationalization of processes and adaptation for e-Governance This agenda aims the rationalization of administrative processes, simplification and digitization within existing possibilities in the municipalities. The main objective is to facilitate communication between citizens and institutions, with the replacement of the classical administrative methods of the institutions services toward citizens and business, based on the efficient use of human resources, reduction of costs, and increasement of efficiency and effectiveness of administration. The objective of the Municipalities should be the realization of the highest levels of digitalization of the services: Level 1 - Services should be displayed in the portal (information level); L evel 2 - Forms and applications to be downloaded (one-sided communication); L evel 3 - Applications to be able to be sent and received via e-mail (two-way basic communication); L evel 4 - Applications to be completed online and submitted online (two-way more advanced communication); L evel 5 - Processes to be fully automated and integrated (complete digitalisation of services by using digital mode as the preferred communication channel).

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For the rationalization of the processes it is required for the existing processes to be described, re-designed and re-organized for the purpose of improvement, by utilization of ICT resources always aiming for the processes to become more simple and efficient.

Recommendations: yy Description of the levels of services digitalization for all services yy Description of the processes and services provided by municipalities, creating diagrams (sketch) of processes; yy Designing processes,by digitizing them; yy Involvement of ICT staff in designing of new digital processes.

5.2.4 Citizen Service Centres (CSC) Citizen Service Centers, based on AG 2011/03 On Organization and Functioning of Citizen Service Centres and other legal and sublegal acts, by respecting the principle that CSC should be the only office or space where citizens should address, for all services provided by the municipality. The priority of CSC, through electronic systems, must be provision of more online services, by creating the possibility that citizens should not attend physically the municipality offices. Based on the legal regulations and policies for the IT, in coordination with the central government and the institution responsible for the e-Government, CSC must perform these functions: D irect contact with citizens, receives and records requests and complaints from citizens; F ollows the requests to the relevant directorates for the review and decisionmaking and responses back through CSC or directly in electronic way, with the aim to eliminate the circulation of the physical copies; P rovides administrative legal assistance, informs citizens about the progress of their application within the legal deadline, performs other transactions in accordance with the municipal competencies.

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Recommendations : yy To establish and utilize the Unique book of Protocol in all municipalities, including requests for the civil status, property tax, cadastral services, business registration etc; yy To include satellite offices into unique book of protocol yy Functionalization of electronic requests and Unique Cash-Book; yy The integration of Civil Status, Property Tax and Cadastral Services in Unique Book of Protocol yy To include country offices in the Unique Book of Protocol; yy Functionalization of Payment sheet based on a UNI-REF; yy To increase the number of services in a single center. 5.2.5 e-Administration One of the ongoing priorities of central and local government institutions is the development of public administration, which can be fully realized only if we provide quality services in administration, with the help of ICT and services which enable electronic governance. Local management must be committed to create technical and administrative opportunities on provision of sufficient space of modern functioning of the administration, always aiming utilization in highest level of electronic systems for the management of the documentation, electronic communication within the administration as well as with citizens and businesses. Recommendations: yy Utilization of all existing electronic applications; yy To provide easy, safe and flexible access on services, by respecting privacy; yy Provide a single point of contact with the municipality for citizens and businesses. 5.2.6 Inter-municipal Cooperation in the field of ICT Objectives of inter-municipal cooperation objectives in the field of ICT foresee the creation and utilization of opportunities of cooperation between municipalities, as well as the exchange of good practices (successful) of model municipalities. This means cooperation in the construction of joint plans of action, purchasing and building electronic systems (hardware and software) with share cost, by considering the possibility of Cloud Computing.

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Recommendations: yy To cooperate in designing and development of a common electronic systems, with the aim of standardization and cost sharing, while respecting standards and applicable legal regulations; yy Electronic systems must be developed according to the criteria and standards that give positive results, to be target of extension in all municipalities; yy To increase the level of use of electronic platforms and forums that allow storage and exchanging of data with common inter-municipal interest, including forum funded by the Norwegian Government www.egovforumkosova.com.

5.2.7 Strategic Management of ICT Strategic Management of ICT foresees development of annual plans for development and investments in the field of ICT, with the primary aim of simplifying and facilitating administrative procedures. Recommendations yyDrafting of investment plans in this area by IT manager and Director of Administration; yyCreating Digital Strategy and Annual plans of actions plans by managers or IT officials. These projects, along with their costs, will be submitted to the Mayor and the Municipal Assembly for approval; yyDirectors of directorates/service sectors should be responsible for the implementation of ICT solutions, personnel training in the implementation of projects; yyTo respect the standards and legal acts that regulate the field of ICT; yyICT manager or municipal official of ICT should be responsible for entire ICT infrastructure and ensure that all investments are in compliance with the strategy, architecture, standards and regulations adopted; yyDirector of administration should plan and organise an adequate communication between IT officials and ther municipality departments yyIT managers must report at regular time periods (at least every 6 months) on the state of infrastructure, including hardware and software; yyMayor, Director of Administration and directors of directorates must be responsible for monitoring the level of implementation of Digital Local Agenda as well as support the IT field and officials in the implementation of projects of e-Governance.

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5.3 LEGAL FRAmEWORk

Legislation adopted in the Assembly of Kosovo provides sustainable and long term solution for municipalities to improve public services, always aiming faster, qualitative and more economical services. Electronic services that can be provided to citizens through the utilization of information technology are a good solution for municipalities that must be set into function and administer the most advanced technological forms.

For the functioning of the e-Governance, the Government of Kosovo as the basic document has adopted the Strategy and Action Plan for Electronic Governance 2009-2015. Meanwhile, laws and other sub legal acts have been adopted which are the base for the functioning of e-Governance in Kosovo, such as: I nteroperability Framework of the Republic of Kosovo Law on Information Society Services (no. 2011/04-L-094) MPA Law on Information Society Government Bodies No. 2012/04/L-145 MPA; Law on Information Society Services No. 2011/04-L-094 MPA; Law on Protection of Personal Data (no. 2010/03-L-172) (MPA); A dministrative Guideline No. 2011/03 on the Organization and Functioning of Citizen Service Centres in the Municipalities (MLGA). Guideline for CSC clearly defines the role of municipalities and their duties to advance further the existing centers for Citizen Service. The primary goal of e-Governance is electronic communication during the implementation of administrative procedures. 5.3.1 Laws, Sub legal Acts and other regulations Regarding the legal framework, almost all solutions that enable software systems exist, by which municipalities facilitate communication with the citizens, with the businesses and provide professional assistance for filing claims as well as addressing them. The following list contains some of the laws and regulations, relating to the use of electronic services: L aw on electronic communications No. 2012/04-L-109 ( which replaces the Telecommunications Law No. 2002/07);

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Law on Protection of Personal Data No. 2010/03-L-172 Law on Preventing and Combating Cybercrime No. 2010/03-L-166; L aw on Classification of Information and Security Verification No. 2010/03/L-178; Law on State Archives No. 2011/04-L-088; Law on Access to Public Documents No. 2010/03-L-215; A dministrative Guideline on Management of Information Security No. 02/2010 (MPA); Administrative Guideline on the Use of Licensed Software No. 2007/02 (MPA); Administrative Guideline on Web sites of Public Institutions No. 03/2011 (MPA); A dministrative Guidelines on Security and Access to Database No. 01/2010 (MPA); A dministrative Guideline for utilization of Software and Hardware No. 03/2010 (MPA); A dministrative Guideline on the utilization of Official Electronic Mail No. 04/2010 (MPA) For the functioning of the e-Governance, municipalities are suggested to implement current applicable legislation as well as the legal framework of the EU, which regulates the basis for the functioning of e-Governance at the municipal level. 5.3.2 Information Security In the Legal Aspect Utilization, management and conservation of information must respect legal regulations and standards.

Recommendations: yy To respect and implement administrative guideline for IT security, as well as laws and other official documents. yy To draw regulations and respect the rules of access to electronic municipal systems by municipal officials.

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e-MuNICIpALITY ANd ThE dEvELOpmENT Of ELECTRONIC sERvICEs

The development of electronic services in Municipalities (e-Municipality) presents classical virtualization of Municipality, in the digital medium. e-Municipality, in the topological terms, presents the totality of all software, hardware and human processes, for the coordination of activities performed by various line ministries in the municipality, so that, in front of the citizens, the system should function as unique entirety virtualized CSC.

Digital Local Agenda aims to cover the main areas of e-Governance, such as: G 2C-Government for citizen - the establishment and delivery of effective and efficient services by the administration to the citizen, through digital equipments. Eg governance bodies are municipal offices, tax offices and other offices, which emit various documents for citizens, licenses and permits by using portals to provide these services in the electronic form; G 2B - government for business - establishment and delivery of effective and efficient services by the administration for businesses through digital equipment. This includes interaction between local government and the business sector to make electronic transactions by using the Internet. G2G-Government to Government - establishing and providing effective and efficient services by the administration to administration itself, through digital equipments. This includes internal communication of the government, by utilizing electronic systems.

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6.1 e-EduCATION

e-Education is very important component to raise education, culture and the welfare of the citizens of our country in general. Modern Education of Kosovo society will be accomplished through electronic learning process. Through this process, a comprehensive system of information management will be established in education. Through computerization of all schools, application of new technological models in the education system, introduction of all levels of education in a functional network, distance learning (e-Learning), digital management of education process management (e-School ), a notable development of the quality of the learning process will be achieved, raise of the educational awareness, transparency and education quality. Developments in this area should have as reference basis the standards for IT, as well as seek the involvement of all categories of society, including people with the special needs.

6.2 e-HEALTh

Health information management is a priority objective in the management of the health system (HIS). HIS must supply the municipality with the the necessary data to various reports, such as: the number of medical visits, births etc. Until the implementation of HIS by the Ministry of Health, it is better for municipalities to engage for meeting the minimum needs of local health institutions, for online communication with the the municipality itself.

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6.3 e-CAdAsTRE
The existing system of cadastre management (Cadastral Information System of Kosovo - KCIS) in the municipalities must be adapted, interconnected and advanced and interconnected, with the the aim of simplifying the procedures for service of citizens, always aiming to increase integration with the other systems and the concentration of services through CSC. Electronic systems for the e-Cadastre must be interconnected and in full coordination with the central systems of the Republic of Kosovo, while the municipality will aim to provide services to citizens, in this field, to provide closer to the citizen, either through an office, such as CSC, or through online electronic systems.

6.4 e-TAx
Another rather important sector of Kosovo is electronic tax. Realization of this project will greatly affect in revenue collection, full transparency of the process, generation of important reports for the state and society. These data will be used for budget planning. An important element for municipalities is to create electronic registries of property for taxpayers, by creating the possibility of interconnection with the other systems, such as: civil registry, records of addresses in the system of the e-Cadastre etc.

6.5 e-PARTICIpATION
It is particularly important that the citizens are co-participants in the decision-making processes through electronic systems, as provided by law. Larger utilization of the Forum module in the municipal web sites, as well as information of the citizens about its utilization, must be one of the ongoing goals. Through this module as well as the e-Surveys module (electronic research) citizens can be part of the information society and co-participants in municipal decisionmaking processes, by building local democracy. Subsequently, these data will be examined in municipal competent authorities in the preparation of project documents, local regulations, budgetary orientations, different development strategies etc.

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6.6 e-ARChIvE

The central institutions of the Republic of Kosovo have implemented important projects in the field of electronic archiving, such as: document management systems, e-Archive, as well as SMS / CSC intranet for municipalities, which has created a good basis for the functioning of e-Archive at the local level. Electronic archiving of documents is done through two parallel processes, through the CMS / CSC, which also manages it in different stages and enables interconnection with the electronic Archive, as the existing system, which serves in central and local level. With the creation of database for all the official documents and by utilizing the classification of documents according to relevant laws, they will be sorted electronically through the system of management of archives and documents. According to access rights, citizens, businesses, and the institutions of Kosovo will have the opportunity for access through e-Portal in order to obtain the requested document.

6.7 m-SERvICEs

m-Services are electronic services via mobile telephony. This service is realized through phone SIM cards, through which the creation of electronic identity (m-ID) is possible. M-system services, among others, will also enable financial transactions, that citizen realizes to obtain municipal services. Seeing the advancement and use of smart mobile phones (smartphones), municipalities should focus on building appropriate applications to this technology and provide easier access for citizens, in services provided by the municipality. m-services should operate in accordance with the standards and legal regulation.

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7.0 AWARENEss Of ThE ImpORTANCE Of usING ELECTRONIC sERvICEs

It is essential to ensure that awareness of the citizens for the importance and opportunities that electronic services provide, which is provided by the municipalities, will be utilized by citizens. Process of awareness requires continuous activities of communication with the citizens and their conviction that the utilization of electronic service is favorable and brings mutual benefits, as per the municipality, as well as citizens. Besides infrastructure development and opportunities for citizens to receive services through the Internet, municipalities must develop specific activities that aim to change the attitude of citizens in relation to electronic services and to influence directly in the growth of users of electronic services.

To increase the users of electronic services, municipalities must focus on two specific aspects: 1) increase awareness of municipal officials, to greater use of the Internet and IT, in their administrative work and 2) increase citizen awareness on the importance of electronic services

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7.1 AWARENEss Of muNICIpAL OffICIALs

Internal municipal communication presents the best opportunity to influence on all the officials for increased awareness. Certain groups may find it difficult to adapt to the use of IT, and not to understand the advantages of electronic service delivery. Based on this fact, municipalities are required to commit to the development of professional skills, using IT resources for implementation of official duties.

Recommendations: yy Officials should be informed and trained constantly to enhance their digital competencies (knowledge); yy Use of internal communication channels to promote the use of the Internet; yy Establish specific documents, to promote the use of electronic systems as the preferred form of communication within the administration as well as with citizens and businesses.

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7.2 AWARENEss Of CITIzENs

Municipalities should use public spaces frequented by citizens to enable access to the Internet or computers, where citizens will be able to use electronic services. Also, the municipal public spaces could be used for distribution of promotional materials. To increase awareness of citizens, municipalities should use media channels of mass communication, which have wider reach and provide comprehensive communication of citizens. For this reason, municipalities must find the appropriate forms, which promote their services to citizens, through audio-visual media, printed, or through electronic portals and social networks. Recommendations: yy Citizens should be trained and informed about electronic services provided by the municipalities of the Republic of Kosovo; yy Cooperation with donors and other partners in training and informing citizens as well as creating campaigns that promote the use of electronic services; yy Establishment of computer centers for public use in municipal areas or other public spaces where citizens can use the Internet for municipal services; yy Creation of promotional materials for electronic services provided by Municipalities.

The Norwegian Association of Local and Regional Authorities

Financed by:

In Collaboration with:

MINISTRIA E ADMINISTRATS PUBLIKE / MINISTARSTVO JAVNE UPRAVE MINISTRY OF PUBLIC ADMINISTRATION

MINISTRIA E ADMINISTRIMIT T PUSHTETIT LOKAL / MINISTARSTVO ADMINISTRACIJE LOKALNE SAMOUPRAVE / MINISTRY OF LOCAL GOVERNMENT ADMINISTRATION

Asociacioni i Komunave t Kosovs Asociacija Kosovskih Optina Association of Kosovo Municipalities

Digital Local Agenda "e-municipality 2013" is dedicated to the institutions of the Republic of Kosovo, and is developed as part of a project "e-Government in Kosovo Municipalities", funded by the Ministry of Foreign Affairs of Norway and implemented by NGO "KS-Kosovo" in partnership with the Norwegian Association of Local and Regional Authorities in the role of organizer and supervisor of the project, in collaboration with the Ministry of Public Administration (MPA), Association of Kosovo Municipalities (AKM) and the Ministry of Local Government Administration (MLG). This document is intended to serve as a guide to municipalities for the development of e-governance, the content of this document can be used as a reference for the development of other official documents from the Central and Local Institutions of the Republic of Kosovo, in coordination and the approval of the central Institution responsible for e-Governance. 2013 All rights reserved and protected by the laws of the Republic of Kosovo for the Protection of Copyright.