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e-MUNICIPALITY2013

DIGITAL

LOCAL

AGENDA


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e-MUNICIPALITY2013

DIGITALLOCALAGENDA


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FOREWORD

This document is part of the e-Government in Kosovo Municipalities project, fundedby the Ministry of Foreign Affairs of Norway and implemented by the NGO KS-Kosova

in partnership with Norwegian Association of Local and Regional Authorities actingas organizer and superviser of the project, in cooperation with the Ministry of Public

Administration (MPA), the Association of Kosovo Municipalities and the Ministry ofLocal 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 ofLocal 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 PublicAdministration),

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 ofworking 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, Municipalitiesof 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 ofe-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


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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............................................ 13

5.1 Technical Architecture ........................................................................................................ 13

5.2 Organizational Preconditions ........................................................................................... 18

5.3 Legal Framework ................................................................................................................... 23

6. e-Municipality and the development of electronic services................................ 256.1 e-Education ............................................................................................................................. 26

6.2 e-Health .................................................................................................................................... 26

6.3 e-Cadastre ............................................................................................................................... 27

6.4 e-Tax .......................................................................................................................................... 27

6.5 e-Participation ....................................................................................................................... 27

6.6 e-Archive .................................................................................................................................. 28

6.7 m-Services ............................................................................................................................... 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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DIGITAL LOCAL AGENDA04

ACRONYMS

Abbreviations Description

ICT Information and Communication Technology

Internet

Global network of computers that provides a variety ofinformation and communication facilities, consistingof interconnected networks, by using standardcommunications protocols.

WiFiWiFi is widespread technology, that allows the exchangeof data with the wireless method (using radio waves), byusing the method of computer networks.

PC Personal computer (PC) is a general-purpose computer.

e-mail(email)

Electronic mail that most of the time is referred to as emailor e-mail, is a method for exchanging digital messagesfrom their author to one or more recipients.

G2C

(Government toCitizen)

Government to Citizen (G2C) is the communicationlink between the government and private individuals

(citizens), by using information and communicationtechnology.

G2B(Government toBusiness)

Government to Business (G2B) is the communication linkbetween government and business, by using informationand communication technology.

G2G(Government toGovernment)

Government to Government (G2G) is the communicationlink within government, as well as communicationbetween governments of different countries, by using

information and communication technology.

e-GovernanceDigital interaction between government and citizens(G2C), government and business (G2B), government andgovernment (G2G).

e-Municipality

Presents a middleware that orchestrates and mediatesbetween different applications of municipality and Uniquebook of protocol as well as ensures a measurement of thequality of the processes occurring in the municipality.

e-Education The use of electronic media and ICT in education.

e-SchoolApplication developed by MEST on the digitization ofschool journal.


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DIGITAL LOCAL AGENDA 05

e-FilesElectronic files or documents are any electronic media

content, which are intended to be used in electronic form.

e-ArchiveThe use of electronic media for documents archiving inelectronic media forms.

e-Health The use of electronic media in Healthcare.

e-Cadastre The electronic version of the cadastre.

e-TaxDigital interaction between government, citizens and

businesses to declare and pay taxes.

e-ParticipationActive participation of citizens in the municipalitydecision-making processes using electronic media.

m-Services Use of mobile telephony to receive services.

m-ID Use of sim card for identification in electronic systems.

m-Payments Usage of mobile devices to perform financial transactions.

CSC Citizens Service Center

MiddlewareMiddleware is software that interconnects applicationsseparated from each other, in glue shape.

Application

Adapter

The software layer that converts the data of an applicationin simple form, acceptable for integration with otherapplications

SecurityAdapter

Software layer that creates a unique standard for accessand safe exchange of information between differentapplications.

Uni Ref

Named also as Barcode, which is usually found in billsor payment sheet, that usually appears in the formof columns (or differently), that owns a number of

identification of the document and content. UsuallyUNIREF (Barcode) is automatically read from the devicecalled Barcode-reader. In this case the data are transferredin cash systems, etc.


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Unique Book ofProtocol

Book or single record of protocol of cases, which isgenerated by the electronic system.

Unique Cash - Book

Book or single record that identifies all payments collected

at the checkout.

Back OfficeLocation of the majority of organizations where tasks areperformed for the progress of the organization.

IntranetInternal network of an organization that is used toexchange information.

PortalWeb page that brings together all the information fromseveral sources in a unique way. This document refers to

websites of municipalities.

CMS(ContentMenagment System)

Content management system (emphasized at themunicipal web sites hosting), a system for managingwebsites of the municipalities.

SMS/CSC(Content MenagementSystem-Service

Citizens Center)

Content Management System / Citizen Service Centers,is the name of the application, which is used inmunicipalities for protocol and processing of cases fromthe entry into system up to the finish (case management

system)

Interoperabiliteti

Interoperability of systems that are being developed(comprehensibility and collaboration with products andother current systems and those that will be developedin the future, without any restriction on access orimplementation

Scalability(possibility of

expansion)

The ability of a system, network, or process to handle theincreasing amount of work in capable way or its ability to

expand (grow) by accommodating the growth.

CloudComputing

The use of computer resources (hardware and software)that are provided as services through the network in mostcases via the Internet.

Open SourceOpen-sourcesoftware (OSS)

Computer software, whose source code becomesavailable and is licensed with an open license (free).

On JobTraining

Training of employeers in the workplace, while he or she isperforming the work.


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EXECUTIVE SUMMARY

This document is drafted in the form of guidance for municipalitiesof 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 ofKosovo 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 bythe 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 threeaspects: 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 usingstandards 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 cooperationbetween 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 ofelectronic 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), creatingnecessary spaces in Data Center of Kosovo for municipal needs, etc.

2.1 INFRASTRUCTURE OF INFORMATIONTECHNOLOGY

ICT infrastructure is the main precondition for the

development of municipal e-Governance. Most of central

and local government institutions are connected tothe 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:

y

Expansion of computer network;y Municipalities intranet and other electronic portals;

y Hardware and Software;

y Human Resources / Digital Capacities;

y Information security;

y ICT Standards,

y Integration of Systems;


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10 DIGITAL LOCAL AGENDA

Network expansion enablesimprovement 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

hardwareand softwarebased 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 resourcesof ICT in municipalities issomewhat 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 eGOVERNANCE

The document Digital Local Agenda is considered as a guidefor 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;

Increasing the quality,provision of qualitative, transparent andaccountable service toward citizens, businesses and within the

administration;

Interoperable 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;

Citizen data to be registered only once, in a way that they couldbe reused later by other systems;

The 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;

All services that are provided for citizens must respect

multilingualism under the laws of the Republic of Kosovo;

Digital 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 theRepublic 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 OBJECTIVESThe objectives for the provision of electronic services inthe municipalities of the Republic of Kosovo are:

To efficiently utilizate ICT resources, by increasing citizen satisfactionwith 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 electronicservices.

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, , thecitizen ID to be required only once by administration officials andmunicipal officials to be identifed only once, so after they can use allother systems;

To insure that indicators of the use of electronic systems can bemeasured with the use of Performance Management System, aimingat continuous improvement of services, increasing the performance ofthe administration, advancement of administrative processes and moreefficient use of resources human (municipal officials), by improvingand rationalizing the working processes with the use of digitalcommunication between citizens, businesses and administrations;

To establish electronic desks for receiving electronic services andm-services from all parties, including persons with special needs.

Topromote and sensitize citizens and businesses for electronic servicesprovided by the administration, as well as their participation in decision-making processes;

To increase transparency in public administration and eliminatebureaucracy and misuse

To use electronic platform for creating unique book of protocol.


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PRECONDITIONS FOR THE PROVISION OFELECTRONIC 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:

y The network should be expanded to cover all municipalinstitutional offices. All PCs of municipal institutions must be

connected to the network;

y Have secondary network connection (back-up), in case of

failure of the primary network;

y To measure continuously the quality, capacity, and network

security because of the auditing;

y

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 finalreview of the case. This internal communication should be conducted electronically,

by using the relevant intranet applications and electronic files.

Recommendations:

y 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, theirdistribution to administrative levels for review, as well as their

return and finalization at one point;

y 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;

yThe documentation of a handling case to be stored only onceand the same to be used by other applications, until the review

and decision of a case in question;

y 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:

y Unification of the convention of appointment of sections

through websites, so that they will all be the same in all

municipalities;

y To inventory and publish municipal acts;

y To provide information on the organization of the municipality

(political and administrative organization), municipal officialscontacts (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;

y Provide access to electronic records, applications for personal

information, using secure communication of information

protection;

y To provide news for various community events (eg culturalactivities);

y 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;

y 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, standardsand 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:

y All municipal officials should be equipped with technological

equipment (hardware and software);

y Aiming at the efficient utilization of IT infrastructure, byplanning 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;

y To continuously update hardware and software, in order to

standardize them and to avoid problems by utilizing different

technologies;

y To have authentic policies of software licensing, to guarantee

the utilization of licensed software;

y 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:

y Based on security parameters, all municipalities shouldcompile 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 implementationwithin 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 andsupport, 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:

y 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;

y 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;

y All developed systems should be interoperable as well as data

must be stored only once by a system and enable their utilizationby other systems;

y To respect the principles of architecture, such as: Services

Orientation, Interoperability, Access, Security, Transparency,

Flexibility and possibility for further growth (Scalability);

y To provide an introduction to electronic systems, with the

possibility of utilizing other systems (single-sign-on);

y Advancement of systems interactions through new IT projects,

which will be based on open standards and will include therequirements of all institutions involved in the finalization process

of services.


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5.2 ORGANIZATIONALPRECONDITIONS

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:

y All municipalities should be involved in identifying the needs

for the development of digital competence, according to the

above mentioned fields;

y Cooperate with donors and the private sector for the the

development of digital competence

y To develop a municipal program that aims to transfer the

digital competence from experienced staff to others (on job

training);

y To establish training centers, as important component in

professional capacity building of municipal officials;

y

To advance existing applications and develop new appropriateapplications, 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 ofstaff in this area.

Recommendations:

y 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;

y Municipalities must develop and provide training for the

municipal staff awareness about information security, especiallyfor 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);

Level 2 - Forms and applications to be downloaded (one-sided

communication);

Level 3 - Applications to be able to be sent and received via e-mail (two-way

basic communication);

Level 4 - Applications to be completed online and submitted online (two-way

more advanced communication);

Level 5 - Processes to be fully automated and integrated (completedigitalisation 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:

y Description of the levels of services digitalization for all services

y Description of the processes and services provided by

municipalities, creating diagrams (sketch) of processes;

y Designing processes,by digitizing them;

y 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:

Direct contact with citizens, receives and records requests and complaints from

citizens;

Follows the requests to the relevant directorates for the review and decision-

making and responses back through CSC or directly in electronic way, with the

aim to eliminate the circulation of the physical copies;

Provides 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:

y 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;

y To include satellite offices into unique book of protocol

y Functionalization of electronic requests and Unique Cash-Book;

y The integration of Civil Status, Property Tax and Cadastral

Services in Unique Book of Protocol

y To include country offices in the Unique Book of Protocol;

y Functionalization of Payment sheet based on a UNI-REF;

y 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 theadministration, 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:

y Utilization of all existing electronic applications;

y To provide easy, safe and flexible access on services, by

respecting privacy;y 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 andbuilding electronic systems (hardware and software) with share cost, by considering

the possibility of Cloud Computing.


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Recommendations:

y To cooperate in designing and development of a common electronicsystems, with the aim of standardization and cost sharing, while

respecting standards and applicable legal regulations;y Electronic systems must be developed according to the criteria and

standards that give positive results, to be target of extension in allmunicipalities;

y To increase the level of use of electronic platforms and forums thatallow storage and exchanging of data with common inter-municipalinterest, 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

y Drafting of investment plans in this area by IT manager andDirector of Administration;

y Creating Digital Strategy and Annual plans of actions plans bymanagers or IT officials. These projects, along with their costs,will be submitted to the Mayor and the Municipal Assembly forapproval;

y Directors of directorates/service sectors should be responsiblefor the implementation of ICT solutions, personnel training in theimplementation of projects;

y To respect the standards and legal acts that regulate the field of ICT;

y ICT manager or municipal official of ICT should be responsible

for entire ICT infrastructure and ensure that all investments arein compliance with the strategy, architecture, standards andregulations adopted;

y Director of administration should plan and organise an adequatecommunication between IT officials and ther municipalitydepartments

y IT managers must report at regular time periods (at least every6 months) on the state of infrastructure, including hardware andsoftware;

y

Mayor, Director of Administration and directors of directoratesmust be responsible for monitoring the level of implementation ofDigital 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 toimprove 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 basicdocument 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:

Interoperability 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);

Administrative 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: Law 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;

Law 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;

Administrative 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);

Administrative Guidelines on Security and Access to DatabaseNo. 01/2010 (MPA);

Administrative Guideline for utilization of Software and Hardware

No. 03/2010 (MPA);

Administrative 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:

y To respect and implement administrative guideline for IT

security, as well as laws and other official documents.

y To draw regulations and respect the rules of access to

electronic municipal systems by municipal officials.


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e-MUNICIPALITY AND THEDEVELOPMENT OF ELECTRONIC

SERVICESThe 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 asunique entirety virtualized CSC.

Digital Local Agenda aims to cover the main areas of e-Governance, such as:

G2C-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 andpermits by using portals to provide these services in the electronic form;

G2B - 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.

6


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6.1 eEDUCATION

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 willbe established in education. Through computerization of

all schools, application of new technological models in theeducation system, introduction of all levels of education in

a functional network, distance learning (e-Learning), digitalmanagement of education process management (e-School ), a

notable development of the quality of the learning process willbe 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 eHEALTH

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 beadapted, 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 decision-

making processes, by building local democracy. Subsequently,

these data will be examined in municipal competent authorities in

the preparation of project documents, local regulations, budgetaryorientations, different development strategies etc.


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6.6 e-ARCHIVE

The central institutions of the Republic of Kosovo haveimplemented important projects in the field of electronic

archiving, such as: document management systems, e-Archive, aswell as SMS / CSC intranet for municipalities, which has created agood 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 indifferent stages and enables interconnection with the electronicArchive, 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 relevantlaws, they will be sorted electronically through the system of

management of archives and documents. According to accessrights, citizens, businesses, and the institutions of Kosovo will

have the opportunity for access through e-Portal in order toobtain the requested document.

6.7 m-SERVICES

m-Services are electronic services via mobile telephony. Thisservice is realized through phone SIM cards, through which

the creation of electronic identity (m-ID) is possible. M-systemservices, 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, inservices provided by the municipality.

m-services should operate in accordance with the standards and

legal regulation.


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7.0 AWARENESS OF THEIMPORTANCE OF USING

ELECTRONIC SERVICESIt 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 infrastructuredevelopment 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:

y Officials should be informed and trained constantly to enhance

their digital competencies (knowledge);

y Use of internal communication channels to promote the use of

the Internet;

y 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:y Citizens should be trained and informed about electronic

services provided by the municipalities of the Republic of

Kosovo;

y Cooperation with donors and other partners in training and

informing citizens as well as creating campaigns that promote

the use of electronic services;

y Establishment of computer centers for public use in municipal

areas or other public spaces where citizens can use theInternet for municipal services;

y Creation of promotional materials for electronic services

provided by Municipalities.


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In Collaboration with:

Financed by:

MINISTRIA E ADMINISTRATS PUBLIKE / MINISTARSTVO JAVNE UPRAVEMINISTRY OF PUBLIC ADMINISTRATION

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

The Norwegian Association of Localand Regional Authorities

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 isdeveloped 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 andRegional 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 GovernmentAdministration (MLG) This document is intended to serve as a guide to municipalities for the development of