Republika e Kosovës Republika Kosova – Republic of Kosovo

Qeveria – Vlada – Government Ministry of Public Services

Department of Information Technology

ELECTRONIC GOVERNANCE STRATEGY 2009-2015

Prishtina, December 2008

TABLE OF CONTENTS

1. Introduction................................................................................................................. 42. Current situation in governmental institutions......................................................... 6

2.1. Organizational aspects....................................................................................... 62.2. Network section.................................................................................................. 62.3. Hardware and Software .................................................................................... 72.4. Internet................................................................................................................ 82.5. Electronic services.............................................................................................. 82.6. Security ............................................................................................................... 92.7. Human resources ............................................................................................... 92.8. Budget ............................................................................................................... 102.9. Current state in public and private companies .............................................. 10

3. VISION..................................................................................................................... 123.1 Future electronic services................................................................................. 12

3.1.1. State e-portal ............................................................................................... 133.1.2. Electronic registers...................................................................................... 133.1.3. e-Administration ......................................................................................... 143.1.4. e-Cadastre ................................................................................................... 143.1.5. e-Statistics ................................................................................................... 153.1.6. e-Employment............................................................................................. 153.1.7. e-Procurement ............................................................................................. 163.1.8. e-ID ............................................................................................................. 163.1.9. e-Tax ........................................................................................................... 173.1.10. e-Commerce .............................................................................................. 173.1.11. e-Customs ................................................................................................. 173.1.12. e-School .................................................................................................... 183.1.13. e-Business ................................................................................................. 183.1.13. e-Health..................................................................................................... 193.1.14. e-Archive................................................................................................... 203.1.15. e-Files........................................................................................................ 203.1.16. e-Agriculture ............................................................................................. 213.1.17. e-Transactions ........................................................................................... 213.1.18. e-Library ................................................................................................... 223.1.19. e-Culture ................................................................................................... 223.1.20. e-Police ..................................................................................................... 233.1.21. e-Elections................................................................................................. 233.1.22. Geographic Information System ............................................................... 243.1.23. m-Services................................................................................................. 243.1.24. Local E-Governance .................................................................................. 253.1.25 e-Photography ............................................................................................... 26

3.2. Infrastructure................................................................................................... 263.3. Networks ........................................................................................................... 273.4. Data Center....................................................................................................... 27

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3.5. Expansion of Internet coverage and increase of bandwidth........................ 273.6. Hardware and Software .................................................................................. 283.7. Human Resources ............................................................................................ 283.8. Budgeting .......................................................................................................... 293.9. Social and Economical benefits....................................................................... 29

4. LEGISLATION........................................................................................................ 304.1 Modification of policies and standards, and Law amendments ...................... 314.2. New laws and policies ....................................................................................... 31

5. INTEROPERABILITY............................................................................................ 325.1. Description of interoperability........................................................................ 325.2. Interoperability in the government institutions of Kosovo .......................... 325.3. Pan-European Interoperability ...................................................................... 32

6. CHALLENGES........................................................................................................... 346.1. Challenges of the future................................................................................... 34

7. THE BEST PRACTICAL MODELS AND THE USED LITERATURE .............. 35ACRONYMES................................................................................................................. 36

1. Introduction

Electronic governance shall mean the provision of governmental institutions’ services through information technology and communication (namely WAN, Internet, mobile network) to citizens, businesses and others. Through application of electronic governance, citizens and businesses as well as the government will be provided with fast and more effective services, access to service from any place and from distance, it will urge economic and social development, it will provide possibility for capacity building, permanent services at all times, presentation of national achievements, etc.

Republic of Kosovo, actively participating in regional and European development processes, will be engaged in order to hold a stake in the field of electronic governance and ICT in the region and Europe. As participant in international forums, Kosovo will implement all assumed obligations in developing the society of information in cooperation and full partnership with stakeholders.

Nevertheless e-governance is not needed only for regional and European integrations, but specifically for establishing a very important pillar of economic development and continuous advancement of Kosovar society.

E-governance is applied in most developed countries of the world, specifically in many EU countries. Functioning of e-governance in those countries enables citizens to receive services from public administration electronically through online state e-portal, from any distance, without having the need of waiting in lines in front of administrative offices.

In line with legal norms in effect, responsibility for setting standards and provision of IT services to be used by governmental institutions of Republic of Kosovo and coordination of security of IT services in governmental institutions of Republic of Kosovo lies within MSP.

Responsibility for urging the development of IT lies within MTT, but in the other hand, there are other bodies within governmental institutions established without any legal base which are involved in provision of IT services.

In the past, institutions of Republic of Kosovo implemented a number of information management systems system centers, GIS projects, numerous databases, web applications and websites, governmental network of IT, training in IT, etc.

In the past it occurred that some institutions did not adhere to administrative instructions, adopted policies and standards, there was lack of communication and coordination between institutions and lack of budgeting for priority projects. Evident difference in pay between private and public sector resulted in losing IT experts from public sector. Lack of consideration against this occurrence is a permanent risk for the future.

For the purpose of accomplishing standards in the field of e-governance and ICT, it is necessary for all bodies involved in IT within governmental institutions to harmonize

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their projects, namely planning, organization, coordination, implementation and maintenance.

Each governmental institution should have an IT unit responsible for developing and implementing strategy, implementing joint services and support on ITC, acting in full compliance with legal norms adopted by respective bodies.

Later, Database Center of Kosovo will be established, capacity of communication network infrastructure will be added, policies on mass usage of internet will be drafted, legal package on ITC and e-governance will be completed, many electronic services will be provided, new systems will be built and existing information systems will be integrated, interoperability will be considered, human capacities will be built up, etc.

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2. CURRENT SITUATION IN GOVERNMENTAL INSTITUTIONS

2.1. Organizational aspects

Main role in setting standards and provision of electronic services in all governmental institutions is held by the Department of Information Technology (DIT), Ministry of Public Services. DIT manages and coordinates the process of updating and continuous elaboration of the strategy in government level related to investments in IT, in line with needs and requirements of central and local institutions; develops and sets standards and regulations on hardware and software, data and voice communication, intercommunication of computerized systems, provides reports on status, stages, analyses, concepts, studies, guidelines, presentations, seminars, workshops and conferences on information technology and various projects in front of the internal and external audience of the government; plans, designs, integrates, transfers, updates, manages and supports systems and IT requests including e-governance, database center of Kosovo, etc. interacts with counterpart institutions of governments of regional countries and wider for the purpose of creating synergy; attends national and international meetings through its representatives, attends conferences and fairs related to e-governance and other topics in IT, for the purpose of establishing a contemporary communication and cooperation environment; elaborates and manages profitable agreements with IT companies for services, maintenance and timely supply of information technology; creates, explains and controls expenses forecast in IT; plans and implements its budget. Other institutions involved in IT were also established. Department of Telecommunication and IT is established within MTT, other IT bodies are established in MFE, KTA, KCA, OPM, Assembly of Kosovo, KJC, KPA, MoJ, Customs, KPS, etc. Under the auspices of DIT MPS, several coordination meetings were organized with all governmental institutions, however coordination was not the best. Municipalities of Kosovo did not adhere to IT policies and standards as adopted by central bodies. Just a small number of municipal representatives attended inter-institutional meetings on IT organized by DIT. Implemented projects were rarely coordinated with the Department of Information Technology. This phenomenon will be eliminated. There is no specific section of ITC in municipal institutions. In many cases municipal leaders did not pay the required attention to the requirements of this field. It is worth of mentioning that IT municipal officer is the only person in charge of computer maintenance, applications, website and municipal computer network, thus special attention should be paid to trainings in this field.

2.2. Network section

Most of the governmental institutions are linked in governmental network through optical cable and microwave network. Optical cable links the Assembly of Republic of Kosovo, Presidency, Office of Prime Minister, MPS, MLGA, MIA, MCYS, MAFRD,

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MoH, MLSW, Vehicle Registration Center, District Court Prishtina, Rector’s Office of University of Prishtina, Prishtina Municipal Assembly, National Library, Kosovo Cadastral Agency, Institute of History, Museum of Kosovo, Statistical Office of Kosovo, Archive of Kosovo, Forest Agency, Kosovo Academy of Science and Arts, PHO, MEST, MTT, KIPA, etc. Microwave network links the following institutions: MTI, MEM, MESP, MoC, MoJ, KPI, KJI, KAMP, Gynecology ward, etc. With regards to phone system, most of governmental institutions are using CENTREX phone system. Many institutions have their own physical networks independent from governmental network. Integration of those networks in the governmental network would save a lot the Kosovo budget. All municipalities of Kosovo have built their LAN network and Intranet through various donors (UNDP, KFOS, etc.). Using this infrastructure, municipalities were able to implement a number of other projects. This enables municipalities to implement future projects independently, always in coordination with DIT. Current state of linking infrastructure between municipal assemblies and center is not satisfactory. DIT/MPS expanded the governmental network with limited capacity to all municipalities, alert centers, detention centers and regional hospitals with maternity ward. Governmental network is based on UNMIK’s microwave network (155 Mbps in regions) which soon will be transferred to governmental property. Bandwidth in some regions is 50 Mbps, while bandwidth between regions and municipal assemblies is 2Mbps, but some municipal assemblies are linked with governmental network with minimum bandwidth of 640 Kbps.

2.3. Hardware and Software

Institutions of Republic of Kosovo are obliged to use standard hardware and software based on “Hardware and software policy” drafted by DIT/MPS. The objective of the policy is to guaranty hardware and software compatibility aiming at smooth functioning of information technology systems. Failing to obey the above policy from some institutions resulted in establishing many systems which caused excessive hindrance and unnecessary expenses within governmental institutions. Hardware used by state institutions is of various platforms, but the most frequently used are: HP, IBM, DELL, CISCO, etc. Various operating systems, application systems and information management systems are used in public administration in Kosovo. All systems are based on “Hardware and software policy” and “Administrative instruction on use of licensed software”. In line with standards, Microsoft is the standard software, namely Microsoft Windows XP, Microsoft Office XP/2003, Microsoft Windows Server 2003, Microsoft SQL Server 2000/2005, Microsoft ISA Server, Visual studio.NET 2003/2005, MS Exchange Server 2003/2007, MS Share Point Server 2003, etc. Antivirus resident software used is SOPHOS. Some governmental institutions use other operating systems with respective application systems. Database platforms used in governmental institutions are mainly based on MS SQL Server, Oracle 9/10, MySQL, MS Access, etc. Information management systems used in governmental institutions include: Document Management System (DMS), Electronic voting in Kosovo assembly, BDMS, PIP,

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Property tax software (DTP), Free Balance, SIGTAS, Payment Management System, Personnel Management system, Asset Management System (ITD), Vehicle Registration System, Statistical System, IPRR, GeoMedia, webGIS, Livestock Registration System, ASPAUK, Application for business registration, Application for drivers permit, Application for state of roads, Health Information System (HIS), Info gather–EMIS, Pension Software, Software for war invalids, software for social assistance, SIMP, KPIS, KVIS, AFIS, CREG, AFIS, PDL, TDKOS, database on privatization, TIMS, ALEPHTOO – application for libraries. Similar to central institutions of Republic of Kosovo, municipal assemblies are obliged to adhere to hardware and software standards based on “Hardware and software policy” drafted by DIT/MPS. Aim of DIT is hardware and software compatibility for sound functioning of IT systems. Municipal institutions use hardware of various platforms, but most of them use the technology of HP, IBM, DELL, CISCO, etc. Regarding software, municipal assemblies just like central governmental institutions mainly use Microsoft platform: Microsoft Windows XP, Microsoft Office XP/2003, Microsoft Windows Server 2000/2003, etc. SOPHOS is most commonly used in municipalities, apart from other antivirus software used. Municipalities of Kosovo use the software application through Intranet dedicated to municipal administration “Application of receiving office”. This application enables registration of requests by citizens, information exchange between departments, internal e-mail, etc. The application operates in Windows platform, while database is based on MySql.

2.4. Internet

Central institutions organized their access to internet in different forms. Most of the institutions are using internet through IT System Center managed by DIT/MPS. Internet access is provided according to their needs and in line with administrative instructions in effect. Some institutions use other IT services (KPS, MFE, Customs, etc.) or have established direct link with private ISP. Institutions of Republic of Kosovo use internet for work, research, development, advance and communication with other systems of information technology. Intranet is currently not used in central institutions. Almost all institutions of local government use internet. Most of the institutions have Internet access through IT System Center of MPS, while the rest use other systems or direct link with private ISP. Municipal assemblies, with funding of UNDP and KFOS, managed to put Intranet in function, to be used for various software applications.

2.5. Electronic services

Besides governmental e-mail, file management service, hosting of websites of governmental institutions and internet access, governmental staff is not offered any other basic service. A number of databases were created serving the staff of the ministry for

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Payment System, Budget System, Register of Cadastral Transactions, Vehicle Registration and Drivers’ Licenses, Electronic Voting in the Assembly of Kosovo, KosGIRO that enables payment of invoices through internet, etc. Currently we are in the process of establishing the unique system for all offices of Civil State, Systems for Managing Human resources unique in all institutions. In the other hand, websites of governmental institutions serve only for informational purposes and downloading electronic forms, nothing else. Electronic services provided by municipalities are modest in nature. Websites of municipalities mainly provide information on municipality and its services. Some functional electronic services include: Application for reception office, Software of Civil State to link the municipality with central level, Free Balance, Pip SYSTEM, BDMS, Cadastral services, Property tax system, etc.

2.6. Security

Security issue is primary issue for functioning of IT systems in general, especially on e-governance. Physical protection of equipment is necessary to diminish the risk of unauthorized access on data, and protection against loss or damage. Information System of the Government of Kosovo is mainly implemented based on standards and recommendations of CISCO and Microsoft. During this period we have respected the standard of maintaining secrecy, integrity and availability of information. Various operating programs and applications were used for intrusion protection and viruses. DIT invested in security of the network from external threats building some security steps and applied the “Intrusion Detection System” (IDS), but further strengthening is needed, as well as the installation of “Intrusion Prevention Systems” (IPS), while internal security of the network is mainly supported by antivirus software with managed access by the system center, thus there is the need for investing in strengthening internal security through IDS and IPS systems. Security in e-governance will increase in line with implementation of security policies. Institutions of local government are a part of governmental network and a part of standards and regulations on security. Most of those institutions lack due physical security of IT equipment and data security. Project implementation without adhering to standards resulted in diminishing data security, thus data were transmitted using memory devices (USB, CD, etc). Data security, respectively physical security should be improved through centralized projects in compliance with policies in effect and security standards of DIT. Network security of municipalities which are linked with governmental network is in higher level comparing to those which are not linked to governmental network. Application of antivirus software through managing server notably optimized the computer network.

2.7. Human resources

Current state of human resources in ITC in governmental institutions is dissatisfactory. In the past, low incentive of IT staff in public administration resulted in continuous

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departure of experienced personnel from public to private sector. There was also a lack of performance and liability based payment of staff in public administration. Capacity of IT personnel in public administration was not built properly. There was lack of drafting and applying adequate incentive policies for human resources. Continuous benefiting of foreign experiences was dissatisfactory. Respective decision making bodies did not provide due support. Only few seminars and trainings were organized on sensitizing on IT and electronic governance, etc. In all municipalities, only one or two employees are engaged in the field of IT, but in most of the cases they also perform other tasks in municipality, or they are holding other post, not IT post. During some periods in many municipalities there was no IT staff at all. This caused great problems to respective municipalities as well as to DIT in managing the IT system. It is required for every municipality to organize its IT section and continuously coordinate ITC work with DIT.

2.8. Budget

Investments in the field of IT from KCB to DIT/MPS between 2001 and 2007 account for around 9.000.000 €, while 5.920.244 € are planned for 2008 Some institutions have built their separate IT systems in MFE, Police Service, Customs Service, KTA, Judicial Council, etc. The approximate amount invested in IT in Kosovo Judicial Council is around 3.000.000 €, while Customs Service spent 4.767.764 € for building the ITC system since 2002, while KPS invested around 10.000.000 €. Based on budget planning for 2008, budget is mainly focused on DIT. Most of other central institutions don’t have a separate budget line from KCB for capital projects, but IT support is mainly provided from donors. Alike many central governmental institutions, capital projects in municipalities on IT were implemented by donors. Donors that contributed a lot on IT projects are USAID, UNDP, World Bank, KFOS, DFID, EAR, SIDA, GTZ, IOM, etc. Municipal budget is allocated for maintenance and low cost equipment.

2.9. Current state in public and private companies

PTK is a licensed provider of Internet through XDSL, ADSL (Telecommunication) and GPRS (Vala). PTK has a powerful intranet network distributed throughout the territory of Kosovo using the infrastructure of central network. Implementation of Optical Ring of main network of signal transmission and existence of microwave systems used for communication of third level makes the network very safe. A number of private companies operate in the field of ITC in Kosovo. The infrastructure of private sector is mainly built of microwave network, optic and coaxial. Recently infrastructure of communication network using optic cable is increasingly expanding. All regional centers are linked through optic cable while this network is expanding to link other towns too. Microwave network covers almost 90% of Kosovo territory. Since the end of 1999, number of internet users and services provided in IT sector increased rapidly. Services provided by private sector include mobile phones, landline, cable TV, internet, VoIP, etc. The most frequently used service by Kosovo citizens is the

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internet which enables transmission of data, voice, photos, video, etc. Considering all operators acting in the territory of Kosovo, internet access covers 50% of urban areas and over 10% of rural areas. Overall use of internet is over 30%.

3. VISION

3.1 Future electronic services

For rapid economic development of Republic of Kosovo, creation and implementation of strategy for more electronic services to citizens and businesses in Kosovo would play a major part. Creation of this media of electronic services would enable citizens increased livelihood, businesses and government progress and rapid development in all fields. After establishing an electronic Kosovo (e-Kosova) we would become a true part of an electronic Europe (e-Europe). Implementation of electronic governance would enable fast governmental services to all, at all times and at all distances, providing them a true mean in accomplishing their daily requirements. Electronic governance would modernize the administration and would establish a more efficient and liable management in all levels of administration. Health services through electronics would be another objective, providing a facility for surgical interventions from distance. Patients from Republic of Kosovo would be provided with health cards and health electronic registers will be created to store treatment history electronically. Finally, a very efficient electronic system for managing health information is to be established. Another objective is the e-education or electronic education. First of all, bases will be laid for electronic education in all levels of education. Computerization of schools of Kosovo has commenced and the process will persistently continue until the full achievement of the goal. We’ll manage to create electronic libraries to create new and very efficient space for learning. We’ll establish a comprehensive electronic system for managing the education process in general. Through the projects for electronic education, we’ll raise the level of education in highest possible level. In all schools and universities of Kosovo, information technology and communication will be provided the merited room, aiming at obtaining skilled and sufficient professionals on electronics and e-governance. Justice and Security through electronics is another objective to work on during this period. Establishment of efficient systems of security and justice would provide a safer environment and electronic management of justice and security processes in Republic of Kosovo. Established electronic systems will enable very efficient management of border crossing points, efficient customs services, natural disasters, etc. Various electronic services and mass distribution through internet would enable the institutions to outreach to the citizens, and would enable citizens to directly participate in the process of governance. The electronic participation (e-participation) will make citizens more active on important decisions, be it political or not.

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Provision of possibility to vote electronically (e-voting) would establish electronic democracy (e-democracy) advancing democracy in Republic of Kosovo much further. In this way Kosovo would achieve European standards of democracy. E-banking and e-business would establish a favorable environment for developing banking systems and transactions which are necessary for provision of electronic services. This would also enable electronic commerce (e-commerce).

3.1.1. State e-portal E-portal is the electronic teller – a starting point for citizens to obtain electronic services from the government through internet, disregarding distance, increasing efficiency and access speed, serving 24/7. E-portal will serve businesses (G2B) and citizens (G2C). Governmental e-portal is built on various technological platforms, while state e-portal of Kosovo is built on Microsoft platform. Usually state e-portal has a domain supported in state master domain, but in our case, until Republic of Kosovo gets the master domain, state e-portal will use an interim domain. Using e-portal, citizens or companies may select a very secure electronic service needed from the government. E-portal will continuously provide new electronic services, as soon as the government starts providing the service. E-portal will be updated by a special coordination inter-ministerial group managed by the main governmental institutions on electronic services. E-portal will contain the register of public institutions, payment system, population registry system, electronic employment system, protected mailbox system for e-service, register of qualified companies for certificates’ services, main documents management system, database on life events, etc. E-portal provides an enabling environment for economic development. It will have the possibility of creating sub electronic portals to citizens, businesses and public administration, including the local level. E-portals may create municipalities and minorities for special services to citizens. In order to get access to a secure service through state e-portal, user should hold electronic identification card (e-ID) to identify him/her at electronic signatures, electronic payments, etc.

3.1.2. Electronic registers Along with the process, important electronic registers will be established with advanced platforms, namely the register on Civil State, Vehicle Registration, Registration of Personal Data, registration of licensed weapons, Property registry, Population registry etc. Based on those registries, electronic services will be established to provide required documentations to citizens. Establishment of Kosovo Database Center is the prerequisite for using various registries and for communication of systems built by all governmental institutions. Based on established registers, advanced systems will be created for managing information on education, employment, pensions, payments, assets, health, agriculture, justice, budget, archive, property, geography, etc. Using registers of personal data, advanced information systems will be established as the civil state management system, vehicle management system, document management

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system, weapon licenses management system, emergency management system, and so forth. The advanced system of road management of Kosovo will be established based on electronic cadastral registers and maps extrapolated from data. All the above will be established through integration of databases and integration of information management systems.

3.1.3. e-Administration One of the priorities of governmental institutions is the Reform of Public Administration which is possible only if we provide quality services in administration through information technology and communications, and services enabling e- governance. We’ll be engaged in providing sufficient room to all priorities of governmental institutions regarding building their electronic services to citizens and business in Kosovo. Establishment of Database Center of Kosovo will create the required and necessary sources of information to be disseminated to citizens, businesses and government itself through state e-portal. Priority would be strengthening the center of the system and governmental network, massing and security of the network which will provide access to services for all governmental institutions in local and central level. Implementation and continuous supplementing state e-portal with electronic services is a top priority for a modern public administration. All bureaucratic hindrances of administration will be eliminated with provision of administrative services through state e-portal or e-sub-portals. Waiting time in front of administrative offices in local and central level will be eliminated. With its services through internet, administration provides its services directly, efficiently and in transparent manner. In parallel with the above priorities, for the purpose of having an efficient administration, a priority will be to build the capacity of human resources in administration on information technology. Regional, European and global programming orientations on electronic governance and ITC will play a major role in modernization of public administration with e-governance. The abovementioned priorities of e-administration will greatly reduce administrative cost, which is a goal of Republic of Kosovo as well as the goal of EU.

3.1.4. e-Cadastre Implementation of e-cadastre would provide important services and information on properties, cadastre and various geographic information systems. Electronic cadastral service enables fetching data from land register. Through this service, citizens, companies or institutions may access any owned parcel based on the number of land parcels according to land registration. They may see exactly the location of the parcel from all possible angles. The authorized officer of electronic cadastre services, based on the registration number and parcel code, may conduct desired search on location, size, quality, ownership and other services based on authorization and responsibility. All changes are introduced through cadastral information management system built on data provided by Cadastral Register. Only authorized persons of public institution may obtain access for editing according to legal procedures. Data security should be highest.

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User may have access on their parcels through electronic identification card (e-ID) to obtain any information or to get any service regarding electronic parcels. Such services will be integrated in state e-portal providing the possibility to users to get served in a single window with all possible electronic services.

3.1.5. e-Statistics After census, registration of households and housing, we’ll aim at establishing the population register that would serve for statistics and other electronic services. E-statistics will provide important information on demography, economy, social and environmental aspect to citizens, businesses and governmental institutions. Using all data from various registers which are to be established and from numerous databases through systems and software on statistics, various reports may be generated through state e-portal or websites to be designed by statistical institutions for information purposes. Generation of statistical reports on employees or unemployed (e-employment), statistics from education information management system (e-education), statistics from geographical data (GIS), statistics on traffic accidents (e-health, GIS, e-justice, e-police, etc.), statistics from health information system (e-health), statistics from voting process (e-voting), statistics on energy, road statistics, statistics on food (e-agriculture), commerce statistics (e-commerce), business statistics (e-business) and many other electronic statistics would become a precious mean to transparently, fast and accurately serve citizens, businesses or institutions. Direction towards integration of systems and building other systems based on Data Center of Kosovo will be a prerequisite for providing the possibility for fetching electronic statistics. Access to electronic statistics may be limited or unlimited. Users may access the limited statistics through their electronic ID (e-ID). Such electronic statistics will support institutions of Republic of Kosovo to draft plans, establish priorities and development strategy of the country. Such data are very important for all fields of a modern society.

3.1.6. e-Employment

The issue of employment will be one of the main topics for a long time in our country. Thus information on employment opportunities to citizens will be a priority. Publication of such information electronically through state e-portal or electronic sub portals would greatly help and provide precious information to unemployed. This form of electronic employment (e-employment) also contains other important information to the employed as well as to public or private institutions interested in the process. Such data also serve for extrapolating statistical reports. The whole process including data on employed or unemployed, professions, experiences, workplaces, social aspect, personal data, data on health, social assistance, dismissals from work, court proceedings on dismissed from work, and many other data add the importance on this electronic mean. E-employment also provides the possibility of search from public institutions looking for professions they need the most. This also gives the possibility of selecting the list of people who are interested to find work. In fact, e-employment creates the possibility to interlink demand and offer in digitalized form. Completion of data through unemployed

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management system will generate the exact overview of unemployed, and will urge improving their educational and professional skills. E-employment enables job seekers to analyze all vacant posts from internet, obtain all data on workplace, nature of work, salary, working hours and other job requirements, and also may apply online for work.

3.1.7. e-Procurement Although something already started in this field, it is the objective to finalize it. E-procurement does not only mean the publication of procurement results, but the whole overview of the process as provided by the law on procurement. All procurement requests may be published online, as well as all offers may be sent online. Procurement management system would enable electronic saving and technical and financial assessment of bids. This way presenting this process transparently improves the confidence and efficiency. Based on the rights as set forth by the law, system management of the process enables each party to follow up on the process and complain online. Implementation of e-procurement enables elimination of barriers present before, thus improves the confidence of all involved parties. Access will be granted to all interested persons if their access is permitted based on the law, while in case of limitations they need to use electronic identification (e-ID). Each category will have separate access control, including contracting authority, contractors, bidders, complainers, authorizers of budget units, auditors and other categories defined by the law in effect. Security of information in e-procurement will be in maximum. Access to e-procurement will be provided through state e-portal.

3.1.8. e-ID Creation of electronic identification to citizens and legal entities is a prerequisite for development and application of electronic governance. Electronic identification cards contain in chip that stores personal identification data (PID). Implementation of electronic identification cards is given by the law on electronic signatures and protection of personal data. This is same as in cases when one is required to identify him/herself with signature and personal data, but here it is done through electronic data and electronic signature through ID card. Any citizen or institution, after obtaining the electronic identification card, may access to electronic services provided by governmental institutions through state e-portal or electronic sub-portals. All electronic services provided by governmental institutions and which require electronic identification may be accessed to only through electronic identification cards (e-ID). This also enables Diaspora to access to electronic services during elections in Kosovo (e-voting). Identification cards and their validity will be issued by governmental bodies established by Kosovo Government in accordance with the right on electronic signature and protection of personal data. In later stage, electronic cards are foreseen to be mandatory to all citizens depending on their age. The above bodies will manage the process and will intervene in case of lost of card or any other problem. This presents a progress towards European integration since it is a very important standard of EU. Since mobility is the key to electronic services, the possibility will be granted for issuing mobile electronic identification cards (m-ID) that may be used as SIM card to be used for access to electronic services.

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3.1.9. e-Tax Another very important sector of Kosovo is the electronic tax system. Implementation of the project would greatly improve tax collection, full transparency of the process, generation of reports on state and Kosovar society, which will serve as overview for budget planning. Firstly, in compliance with the law, will be established the new tax management system to be applied in Republic of Kosovo. Establishment of those data integrated in Data Center of Kosovo will provide the possibility to all institutions, citizens and business to receive services according to rights defined by the law. Maybe one of the most important processes of this field for our country is online payment of dues, respectively through state e-portal. Security in this process will be in maximum, while identification and authorization will be achieved through electronic identification card (e-ID). Population census, registration of households and housing, will provide very important data for implementing electronic taxes. Electronic tax system also enables generation of statistical reports for institutional, social and scientific needs. Implementation of electronic tax system will provide the possibility for implementing other electronic services that would be beneficial for state budget. Electronic customs taxes will be incorporated in the process (e-customs). All reforms in taxation field that may occur at any time may be integrated rapidly in the electronic tax system.

3.1.10. e-Commerce Electronic commerce is related to trade completed electronically using internet. This is closely linked with presentation of products in internet (e-business) but various electronic contracts may be signed using electronic identity. This depends on conditions for implementing a marketing of certain products. In case of a successful e-procurement, business authorities may execute their contracts electronically, based on rights defined by the law. Cases of transmitting software products from distance to the right address indicate electronic trade through e-Portal and through required identification and after completion of electronic payment (e-transaction). Classic contracts and electronic contracts (e-contracts) will be realized through replication of electronic systems including electronic bank flow, respectively electronic banking system (e-banking). Electronic commerce will eliminate border barriers and further develops markets creating a giant electronic market while respecting regional, European and wider agreements on trade (e-agreements or e-memorandums). This develops free market, improves, competition in the market and creates enabling environment for foreign investments in republic of Kosovo. Through electronic commerce, Kosovo opens its market to regional, European and global market. This is essential for overall development of Republic of Kosovo. Thus electronic commerce is an objective to be absolutely implemented by Kosovo institutions.

3.1.11. e-Customs Customs system will certainly change a lot during this time regarding circulation of goods as well as people. Existing customs systems will be advanced to create databases with all data related to customs. Complete entry of digital data by customs and for customs will establish the prerequisite for customs electronic services (e-customs). All

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aspects including entry and exits in all border crossing points, application of excise or other taxes, identification of passengers or vehicles, classification of goods, etc. will be managed through a very efficient process. Since security of the country is one of the main pillars of Kosovar society (e-police, e-justice, e-files), implementation of electronic customs would greatly help or presents a condition for maximum security. Security aspect is a global issue, and Kosovo is making its efforts in this regard, aiming at integration in EU. Integration process of Kosovo into EU brings a lot of obligations to be met, including modernization of customs system and border crossing points. Modernization is met with implementation of customs respectively border electronic systems (e-customs).

3.1.12. e-School E-education is another important field for our country’s future. All processes of modern education of the Kosovar society will take place through the electronic process of learning. This process will enable establishment of a comprehensive system of information management in education. Beside computerization of all schools and application of new technological models in the education system, establishment of different academic networks, incorporation of all education levels in one functional network and distance learning will also take place. The e-school project’s aim is to achieve the highest ‘teachers – students – parents’ level of communication. Such level of communication will be accompanied with precision, accuracy, correctness and active involvement of all parties in the education process. Initially, this objective will be achieved with digitalization of education process data at the pre-school, primary, secondary and university levels. This will in turn generate periodic results, which are to be circulated to all stakeholders with an interest in the electronic school process. It will also enable distance learning and obtaining necessary education data online using the state e-portal and other e-sub portals. With the implementation of the electronic school, the education – as one of the most important pillars of the Kosovar society - will receive the decisive encouragement to achieve standards of the developed countries in this field. Furthermore, it will provide the possibility to generate important statistical reports for our institutions and for international education institutions in Europe and world. Digitalization of such data and their distribution via internet will build a modern education system in the country. Furthermore, other systems, such as e-employment, e-statistics, e-library, e-ID, e-health, and other electronic services can be created based on this information. Part of the e-school in the future will also be e-register, e-grade notebook, e-student notebook, e-certificate, e-diploma, and other electronic documents important for education in general. E-education will include methodological and curriculum reforms in education since inclusion of information technology and its use will be of priority in all education levels.

3.1.13. e-Business Aware of the importance of business, it is essential to set top priority to this field through digitalization of the business environment to enable comprehensive and true development of business in Kosovo. Alongside with digitalized data of registered businesses, the e-business aims to build a wide system of business information. This

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advanced system will facilitate opening of new businesses, creating possibility of registration of business online, so that people will not have to spend time in bureaucratic procedures of classic registering. This electronic process will also enable their licensing, therefore reducing unnecessary administrative procedure and complications. E-business will create an electronic environment of productions and other business information. The electronic business will enable many companies to advertise their achievements online. Advertisements, publications, notes on business activities are only some of electronic business elements. Governmental institutions will use different incentive methods to create an attractive business environment. Internet will enable all businesses to have access to the laws and regulations supporting this category. Governmental program courses about development of the country will be provided electronically to the business community. The electronic process will offer incentives to foreign and local investors, including all types of information that encourage investments. Licensing process will certainly be based on the standards applied in Kosovo. The data of big and small companies naturally are a great asset, and based on rights determined beforehand, access to this data will on most cases be open; however in particular cases access will be restricted to electronic identification cards (e-ID). Conditions of registering a business will be filled in electronically; e-cadastre for the lot where that business has been build, e-transactions for business opening fees, e-employment for registration of employees, etc. Many business electronic records also will be used to compile statistical reports necessary to Kosovo’s institutions, such as obligations of businesses (e-taxes), reports of pension contributions (e-pensions), reports for health insurance of companies (e-health). Business data can also be used by other organizations to promote businesses, such as Kosovo Chamber of Commerce and similar organizations. Application of e-business will save a lot of money in the process of realization of businesses.

3.1.13. e-Health Creation of a modern system of information management in health system is one of priority objectives in the future. Creation of the health electronic system will create a database and an electronic register of health data, such as medical history (electronic health cards) for every citizen, electronic register of health insurance, digitalization of birth data, creation of a computerized system of management of pharmaceutical process, etc. All these records data will be kept under very tight security, whereas integration of such health information will facilitate even scientific research. Health codes of diagnosis will also be included in the system. Another important part is telemedicine since it will make possible undertaking of medical processes in distance. All medical processes, such as teaching, researches, and surgeries, make application of telemedicine in Kosovo a very profitable and necessary process. Realization of important and many electronic records provide an important core for statistical reports, regardless whether they are for local and international use. In order to achieve these e-health projects, it is extremely important to increase the use of internet by the institutions. Network capacity should be enhanced, in particular those connecting country’s health institutions. Improvement of governmental network is priority of this development period of e-governance projects, which will enable establishment of e-health firstly in hospitals, then in clinics, etc.

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Furthermore, realization of these projects will enable electronic control in health, which is fast, accurate and efficient. Electronic register of deaths will be of importance for e-justice, e-police, e-statistics, and other records. Realization of projects related to electronic health facilitates electronic connection with regional, European and world health systems. This brings fast intercommunication and undertaking of preventive measures in all health areas in Kosovo.

3.1.14. e-Archive Kosovo has extensive problems in storage of records in the classical sense of archiving. Current situation shows that majority of institutions have their own record centers. This process is very difficult and puts into great danger preservation of all official records of the country. Electronic storage of records will take place in two parallel processes. Initially a system of electronic management of records will be created, which at the same time stores the official record and manages it in various stages. At the same time electronic storage of all existing records in classical record centers that exist in our institutions will take place. This shows that process of complete digitalization of Kosovo archives will take time. The number of records stored electronically will continuously increase, whereas the number of records stored in the conventional sense will decrease continuously. Management system of archives will enable electronic classification of records once the database for all official records has been created and classification of documents according to the law on access to official documents and law on archiving of documents has taken place. According to the rights on access to official documents, citizens, businesses, and the institutions of Kosovo will have access to the desired document through the e-portal. This will increase transparency; it will create a permanent and fast approach to research and other various scientific analyses; it will create numerous electronic resources for all fields, which will gain a crucial incentive. The process of searching for an electronically stored document is fast and all institutions, whether local or international will have access to the necessary document at all times. It is enough to have internet access and all stakeholders can receive the requested service through the state portal based on the document classification.

3.1.15. e-Files An objective of this strategy includes all projects dealing with modernization of the justice system in order to make it more efficient and credible. Some projects in creation a basis for an electronic justice were recorded in the past, but they were not sufficient to create a proper electronic system. Process of creation of electronic files will enable achievement of the electronic justice. Process of the electronic files will include a process from the electronic police (e-police), long or short trial process, electronic process of possible convictions, process or management of information of prisoners in prisons or in correction facilities, process of their reintegration in the society, etc. All these data is very important for the justice system and for the national and international security system. Access to these electronic files will be restricted to prosecutors, judges, defense lawyers, and this hierarchy will enable a fast search for the files, but at the same time the document will be protected accordingly. Access to files of all categories will be ensured through electronic identification cards (e-ID), therefore providing full security

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of the entire trial process. Citizens can use the internet to file charges using their electronic identification card. Realization of the objective for electronic files will also assist in integration of other systems, which will have a great impact on daily life in our country. This will facilitate fast electronic exchange of data, including identification at border crossing points and common identification, fast completion of data needed to issue personal documentation for residents of our country; law violations and other different abuses, electronic crimes, etc. This will also have a great impact on reduction of many expenses of lengthy trial procedures, it will notably decrease the number of people involved in different crimes and it will be used for comparative statistical reports in national and international aspect.

3.1.16. e-Agriculture The Republic of Kosovo has many agricultural resources and the e-agriculture will in particular have an impact on rapid developing of this area. This is why we aim to create electronic farms (e-farms), electronic greenhouses (e-greenhouses), and electronic agricultural laboratories. Creation of database of all livestock, farming land and its quality, farms, agricultural greenhouses, then creation of database of grains, pastures and forests, waters and fishes, fruit plantations, vegetables, etc. is one of the main objectives in this field. E-agriculture will modernize and strengthen the veterinary system because digitalization of records on livestock and their health will create possibility to store electronic health history of the livestock that will go through the process. The same will count for herbs’ diseases, including vegetables, fruit trees, water habitat, etc. Priority in this process will be given to creation of the database of drugs used and those that should be used in agriculture. This will enable easy access to various information to all stakeholders and will help in agriculture development in the country in general. Completion of the agricultural electronic register of Kosovo will facilitate quick and easy access to agriculture services through the state e-portal. Also, it will make possible updating records using electronic identification card (e-ID). This register will produce many analysis and statistical reports, which could be used in the Kosovar agriculture and by local and international authorities dealing in these areas. Such processed data will give the state’s institutions the chance to design more advanced development policies in the very important sector of agriculture.

3.1.17. e-Transactions All electronic services offered by government institutions are not only important, but they also require conditions to be met, in order to be achieved. In many occasions, the electronic services will be provided through certain electronic payments – e-transactions. Many private banks have already started to offer distance banking services with the use of electronic identification cards. This is a very good and quick way of payment and transfer of money electronically from one location to another, respectively from one bank to another. Such objective should be realized by the Central Bank of Kosovo, too, which, with the support of governmental institutions, should come up with such policies to enable all banks operating in our country to work in electronic transactions and thus to be included in the modern banking system of realization of electronic payment and transfer of money from one location to another. Realization of such an electronic banking system (e-bank) will make possible for citizens, businesses and all institutions to obtain banking services, to make electronic payments, to pay taxes online, to trade, to pay administrative fees, therefore to receive an electronic service through the state e-

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portal offered by the governmental institutions. Such process will bring the necessity of issuing many electronic bank cards, but the option of the realization of electronic identification cards for each citizen and institution (e-ID) in Kosovo will reduce that. In this case, identification takes place through the system established by the institutions, which is very secure. This however will not exclude the possibility for banks to continue if they so wish to apply the secure electronic process – e-bank. Nevertheless, the main identification and sufficient process for realization of an electronic service via the state e-portal and sub portals of institutions will be carried out through electronic identification cards (e-ID).

3.1.18. e-Library Creation of electronic libraries is another objective. This is to be an important pillar of online education. Furthermore, this will facilitate in establishment of the library networks in and out of the country. The National Library of Kosovo has already seen implementation of an electronic system of management, but in the forthcoming period the governmental institutions will create space and will bring forth concrete projects that will enable creation of electronic libraries. The electronic library system objective is to include all libraries managed by the institutions. Process of the digitalization of books and other documents in libraries will be a lengthy one, but expansion of the library’s database will provide much better chances in advancing learning by all interested parties. Based on pre-determined rights, this system will be accessible to students, schoolchildren, individuals, education institutions, cultural, science, health and many other institutions. This process will create the possibility of electronic donation of books and certain documents by all parties. Realization of this objective will also create excellent chance of use of books and archives records (e-archives, e-culture) not only for stakeholders in Kosovo, but it will enable access to institutions or individuals from all over the world. In general, this will create the possibility of exchange between various international electronic libraries to take place through electronic registers. This means that whether in the electronic library register of Kosovo or some other country searching for and obtaining a certain service will take no time at all.

3.1.19. e-Culture The Republic of Kosovo is rich with different cultures. All minorities living in Kosovo have their cultural achievements. Different historical, cultural and religious monuments represent a wealth that should be cultivated, but all interested parties in Kosovo and abroad should also be informed about them. Creation of a cultural database is an objective expected to be achieved. Firstly, the database for all cultural monuments will be completed and it will include all necessary characteristics; then the database of historical monuments will be created, to continue with the database of religious sites, the database of archeological sites and achievements, etc. Alongside the knowledge obtained for numerous cultural wealth of the Republic of Kosovo and knowledge about its historical past, digitalization of these data and inclusion of this data in the state e-portal will boost the development of tourism in Kosovo (e-tourism). Also, this will enable a fast exchange of cultural data between different countries, which will enable the cultural achievements to be a bridge for all people regardless of their ethnic background.

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3.1.20. e-Police Security of a country is the main parameter for a high living standard. Focusing on this field is very important for development of the country, legal state and democracy in Kosovo. This year marks the process of realization of a new system of information management of vehicles and drivers’ licenses. Creation and use of registers, such as Vehicles and Drivers’ Register, is an important pre-condition in successful management of security. Such systems will interact with the system of information management in justice (e-files), system of information management of accidents (e-health), system of information management of customs and border crossing points (e-customs), system of information management or road network (GIS) and other systems. The job of the security bodies will be made much easier, while their efficiency will increase extensively to create a safe and secure environment for all citizens of the country. This will also help in security abroad since data about certain allegations and claims can be exchanged electronically. Police patrols will be very efficient in their daily tasks. Using the appropriate electronic infrastructure, they will log on from distance to search for data about any kind of irregularities in vehicles and drivers’ licenses, and will search for the location of other patrols. Their access will be very easy and fast and from every location. This will increase their credibility and co-operation with citizens. Further, irregularities and misuse of official positions by security bodies will be reduced maximally. The vehicles’ and drivers’ register will greatly assist in achievement of other important projects, such as electronic parking (e-parking or m-parking). This process will also include municipalities. Also, issuance of electronic biometric passports (e-passports) will ease the identification at the border crossing points and exchange of data with other countries will enable on spot identification wherever the particular individual is located. All interested countries will take part in management of security. The European Union countries have already set up standards regarding these issues; therefore realization of projects mentioned above will provide necessary amenities for accession of our countries in the EU.

3.1.21. e-Elections We aim to achieve the e-voting through the electronic cubicles (e-cubicles), electronic participation in political and non-political processes (e-participation), realization of direct electronic debates (videoconferences), electronic voting of citizens in elections in both levels (e-elections), electronic voting in the assembly and system of management of parliamentary process (e-parliament), etc. In co-operation with appropriate bodies of management of elections held in our country, initially we will establish the necessary infrastructure for realization of online voting by issuing electronic identification cards (this can be achieved also with internal identification through a code sent to the citizen), we will realize the system of management of election process of both levels, etc. This system would rely on complete security and protection of the hidden vote. This period would also be used to determine by law which vote is counted as valid in case of a second vote on the voting date. In cases of two votes cast by the same person – one in classic form and one in the electronic way, some countries count the vote given in the classic form of voting as the

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decisive one, while some others count the vote which was cast first regardless of the manner of voting. The electronic elections will enable a fast, transparent and very secure election process. This form of elections will increase the rate of participation of voters, who for various reasons hesitate to go to the classic voting polls to cast their vote. Another advantage of these elections is that they provide very fast results, which can not be tampered with. Finally, the electronic elections (e-elections) will increase the democracy of our country, and in all countries of the world which apply such election system. This form of elections will enable the Diaspora, which is in large numbers, to take part in elections since they can vote from distance to contribute in the developments in the country exercising their right to vote electronically.

3.1.22. Geographic Information System The Geographic Information System (GIS) is a system applied in many fields of life for management of geographical information. Thus, development of a unified GIS with an integrated database will be a priority during this period. Creation of the Database Center of Kosovo will serve as a good basis of integration of all digitalized geographical data collected until now in some institutions. Concrete steps have started to be undertaken in regards to integration of data and creation of a state GIS since there is a concrete project through which unique data is being collected in order to create a unique system of management of geographical information. The new integrated system will create new layers that will serve in exchange of various information, but also to provide different electronic services that can be obtained by citizens via internet. All these integrated layers, including cadastral data, environment data, subterranean data, roads network data, border data, emergency data, addresses, residential areas, and many other data will make the GIS extremely important for all areas of development of the country. Aspects of development of new levels will be open, thus creating a favorable environment to advance geographical data. More levels of development of the state GIS mean that there will be more chances for our institutions to offer services to all citizens through the state e-portal. This is how a common citizen will have electronic access (e-ID) to his lot (e-cadastre); institutions will have access to environmental data (e-ecology); institutions and businesses will have access to subterranean and ground energetic data (e-energetic); institutions, citizens and businesses will have access to road analysis and projects; access for institutions dealing with emergencies and natural disasters, etc. Main condition to put into place a sustainable state GIS is creation of digital maps, which will include other layers of information needed to all parties, to citizens, businesses and institutions. The governmental policies for hardware and software very soon will include GIS standards to be respected and abided by all governmental institutions.

3.1.23. m-Services Similar to cases of electronic services through internet, mobile telephone network can be used to offer and to distribute electronic services, respectively m-services. All legal aspects in support of electronic services via internet (e-services) must be looked into in order to be made applicable for the mobile electronic services (m-services). In fact, this is an objective aimed to be achieved in a long-term period. To achieve this SIM phone

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cards should be used to create an electronic identity (m-ID) and then this identification approach to be used to have in place the services offered by governmental institutions. m-ID can also be used in electronic banking transfers. Furthermore, users will have the possibility to choose the form of electronic service, choosing between m-services or e-services, although in fact both services are electronic, however the mobile services are provided by using the SIM card (m-ID) identity from various points without the need of a computer. This needs a lot of work in order to provide maximum security for this service, and in order to guarantee the security in the cases of electronic m-services. This depends a lot on companies offering mobile services and how much they will be engaged in realization of maximal parameters of security of mobile electronic identity. In the sphere of use of mobile phone system the scope to realize projects dealing with electronic parking will also be created, e.g. a person can reserve a parking space using registration based on records. This would be necessary in cities where parking spaces are in a very limited number. Further, through the system of management of parking places, each user would be informed whether he/she has parked on the right place or not.

3.1.24. Local E-Governance The classic method of offering public services to residents is through the Municipal service. The rapid advancement of technology, especially information technology, has totally transformed this approach. However, all electronic services are offered on the basis of specific laws, furthermore all municipalities have a deep role in the provision of electronic services to its residents, businesses and itself. Central institutions have to work in this regard in order to create a favorable environment by either working on the infrastructure, implementing laws, as well as other stimulants such as the integration of systems and database of information. By having long term cooperation and coordination many important projects would be attained for all the municipalities, including the advancement and expansion of the network, the advancement and extension of electronic services the municipality offers, including electronic property tax (e-tax), creating the necessary infrastructure for the needs of the municipalities at the Kosovo Center of Information, participating in the creation of a System that will manage the whole process of municipal administration, the possibility of residents applying for municipal services through the internet, residents participating in the process of municipal decision making electronically (e-participating), municipal voting electronically (e-voting). In addition to this, the different cadastral electronic services are connected to the regular services that the municipality does in this field (e-cadastre) and uses its access to a governmental e-portal in order to achieve this service, but the editing of cadastral details is done by the municipal official according to his responsibilities laid down in law. So, there are a series of steps that have to be achieved by coordinating among all the institutions without taking into consideration the level of governance. Municipal services will monitor the effectiveness of e-schools, by taking into account the details that will come out of a project such as this the municipality will, according to its responsibilities, take action in order to fix any defects that are observed in the field of education. The same goes for health as well in which the municipality will evaluate the situation on the basis of the statistics that the extracts. All of this will create a huge

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advancement in the responsibilities of the Municipalities. With the offering of electronic local services, residents will constantly be involved in the process of having their requests completed and the transparency of local governance will be improved.

3.1.25 e-Photography In today’s world, photographs of all kinds have their use in a wide variety of fields. This field is gaining attention not only in terms of individuals using them but in identification and investigation as well. Digital photographs are now used in all digital archives that are created. They are either scanned or are originally in digital format. The creation of a digital photograph archive would ease the task of creating electronic identities as well as in the classic method of Identification Cards, passports and other identification documents. The creation of an electronic archive containing photographs would also allow a secure method of transferring details. This would allow fast identification at border crossings as well as any other places where identification is required. This also has a long term importance in other fields as well. It would also be very important for e-farming, e-culture, e-library, e-school, e-health, e-customs, e-administration, etc. Government institutions will create a system of managing the digital photograph, however their security will be guaranteed. In the future, residents will be able to use their electronic identification (e-ID) in order to update photographs based on specific subjects such as pictures relating to humans, animals, nature and anything else.

3.2. Infrastructure

The IT infrastructure is the main prerequisite in order to create electronic governance. Upgrading the infrastructure makes it possible to offer quality public services through electronic means. This will greatly simplify and speed up public administration reforms. It is also the optimal solution to electronic governance. Upgrading the IT infrastructure compromises the following: Information technology systems center, details/information center, communication network infrastructure, building terminals, e-ID, etc. Upgrading capacity and creating a stable information technology center will initially be done by implementing a second center that would help the existing center. Then a disaster recovery center will be created in order to protect the information in case of natural disasters. The terminals will be built within the offices of the government of Kosovo, or at public points that are closest to the Communication Networks in order to service the needs of residents, payments, applications, job applications, etc. The unification of the different IT systems within the governmental institutions and the use of one communications network would significantly lower the expenses on the Kosovo budget. It is also part of the strategy of better governance through electronic means. Government institutions responsible for the management of information and telecommunications infrastructure will have to harmonize their regulations for the use, finance and business models in order for electronic governance to function at its best.

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3.3. Networks

In the near future, all government institutions will be connected to the governmental microwave network as well as the governmental network through fiber optics. The implementation of these networks will greatly improve capacity from a few Mbps up to Gbps. Both networks will be alternatives to each other, thus creating the possibility of continuous communication between governmental institutions. The governmental institutions will use VoIP. The Republic of Kosovo Post-Telecom intends on upgrading the regular telephone lines, cell phone network (3G) and the connecting of all Kosovo municipalities into the fiber optic network. We will also work towards creating a new coaxial cable system that would cover even remote rural areas and offer electronic services. Another aim of the governmental institutions is the creation and managing of frequency bands in the Republic of Kosovo. With the application of standards and laws for frequency bands we will create the possibility of using high frequency and allow the entry of advanced technology in this field. This will have a major impact in the massive use of services that the telecommunication field can offer which in turn will allow the expansion of use of governmental electronic services. The Government of Kosovo will create new opportunities for operators of different fields of telecommunications such as WiMAX, WiFi, etc.

3.4. Data Center

The center of information will be a national electronic warehouse that will collect, administer, secure and provide information. The goal of the center will be the collection of all necessary information/details for the Republic of Kosovo, to simplify the interoperability of different systems, to increase the effectiveness of the electronic services offered, to centralize the applications and base of information and to provide maximum security to information. The center of information will be one of the main components of the e-governance process. The hardware and software that will form the backbone of the center of information will be contained in one location and will adhere to standards and significantly lower costs. The center of information will have to fulfill standards of location, building, electric, network, hardware, security, air conditioning, fire safety and recovery in case of disaster. All electronic registries of the government of Kosovo institutions will be placed in the Center of Information.

3.5. Expansion of Internet coverage and increase of bandwidth

The internet and expanding access to it are of critical importance to the implementation of electronic governance. Without broadband access it will not be possible for residents or businesses to make use of governmental electronic services. The number of internet users in Kosovo is increasing. The expansion of networks throughout Kosovo would increase the use of the internet in general and the implementation of 3G and WiMAX would increase its use through cell phones.

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The Kosovo Post-Telecom, a public ISP, recently began offering ADSL services and next year it is expected to reach the service to 30,000 customers. Currently, internet penetration stands at 30% and the goal is to increase it in the near future to 70%. This goal takes into consideration all public ISP’S, private ISP’s as well as future companies that will enter the field based on the opportunities that the government will create. We will create an environment in which the electronic services offered by the government will be accessible to residents and businesses at even the remotest areas of the Republic of Kosovo. Many operators will be able to expand their services through the different networks such as regular phone, fiber cable or wireless.

3.6. Hardware and Software

Along with the upgrading of technology and expansion of e-governance there will have to be an approach to Hardware and Software issues by amending necessary laws, investing in new hardware and software technology. Existing platforms will be upgraded, expanded, hardware capacity will be increased and new platforms implemented in order to achieve successful e-governance. Software will have Service Oriented Architecture (AOS) and web services (backed by protocols such as XML, SOAP, WSDL, WDDX and UDDI); Web 2.0 in order to provide interoperability and legacy support. The technology that will be used in the future will mainly be concentrated on cyberspace. Effort will be made to get software licenses, necessary investments will be made and applications implemented in order to achieve a well rounded electronic governance system.

3.7. Human Resources

Strengthening of the institutions includes the development of human resources, continoues promotion for the staff of this category, while respecting EU standards in this field. A study of current human resources development process should take place, in order to know the capabilities that our institutions have in reality. It is obvious that the nature of quick changes in technology will involve changes in human resources development process, and riks for the process too. The increasing of responsibilities and tasks in the IT sector of the government of Kosovo will increase the number of staff in this field. Based on the strategic aims for the projects that will be implemented between 2009 and 2015 we will have to regularly invest in increasing our human resources. This will be accomplished with the support of the executive branch and by the constant monitoring of new advancements in the field of electronics and IT, recruitment and maintaining of qualified staff, advance training, providing different benefits, respecting priorities, ample financing for the planned projects, inter-institutional coordination, etc.

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3.8. Budgeting

Achieving the planned projects will require financing. Every institution will receive financing for the project that pertains to it within the e-governance project. The drafting of an Action Plan for the creation of this project will give a detail breakdown of the financing that will be required. We expect financing from potential donators as well. This is based on the pledges that were made at the international donor conference for Kosovo. This will lower the burden of expenses on Kosovo’s budget and will allow the complete achievement of the project. The budget for electronic governance will be allocated according to the needs and responsibilities of the institutions that will implement the project.

3.9. Social and Economical benefits

Kosovo society will gain many benefits with the implementation of electronic governance. Benefits will be economical as well as social including the modernization of administration, education, health, justice, security, business improvement, commerce, farming, increasing the budget, increasing democracy, culture, scientific research, statistics, etc. A few of the important benefits will be:

• The creation of an electronic identity for residents • The creation of an electronic counter where services will be rendered to all

people including handicapped individuals. • Decrease administrative tasks and costs. • Increase public administration effectiveness and transparency. • Create an effective student-teacher-parent relationship. • Increase security and trust in the justice system • Combat and lower organized crime • Lower corruption • Digitalized information and will automate the processing of it • Increases investment opportunities • Residents and business will fulfill their civic obligations through the internet • The electronic collection of payments will be monitored better • Simplifies communication with the public especially with rural areas • With the information that is published and online training that is held will

increase public knowledge and improve technology in all areas • Lower costs for businesses • Present national achievements to the world • Prepare us for European integration

The offering of electronic services will lower costs for Kosovo’s budget as well as bring an increase of funds to the budget. The possibility of allowing businesses to register/incorporate online as well as allow them to pay electronically will increase tax collection.

4. LEGISLATION As every other field, also electronic governance and ITC must have legal support. During past periods, the decision making structures have approved many laws regarding this field like: the Telecommunication Law 2002/7; Law on Information Society Services Nr. 02/L-23; Law on Administrative Procedure nr. 02/L-28; Law Amendment and Completion Law nr. 2003/7; Archive and archival material Law, Law on access to official documents 2003/12, Law for Land Registry etc. Law on Telecommunication nr. 2002/7, governs all telecommunication services and all providers of telecommunication services in Kosovo, and will create a legal, regulatory and transparent environment which will promote investments and free competition, in order to fulfill the needs of all users of telecommunication services. Another law in the field of E-Governance is Law nr. 02/L-23, the Information Society Services Law, which is based on a model law drafted by the UNCITRAL, The United Nations Commission for International Trade Law. Under this law, electronic documentation is legally equal to the traditional documentation, presented in the form of paper, which eases commercial activities, which include but are not limited to internet transactions used by consumers through (e-Trade); electronic banking and financial services (e-Payment); electronic government services (e-Government), electronic purchases by companies (e-Procurement). Law on access to official document nr. 2003/12, aims to enable the citizens of Kosovo to take part in the decision making process of the public institutions and guarantee that these institutions enjoy the highest level of lawfulness and transparence, that they are more efficient and are held accountable by the citizens of Kosovo, always based on and supporting the electronic way of the right of access to official documents. Law on Administrative Procedure nr. 02/L-28 accepts and recognizes the electronic execution of the activities and work of the Public Administration Structures. Other Administrative Directions have been approved, which regulate the application of IT in governmental institutions such as: Administrative Direction for the usage of licensed software, Nr. 2007/02-MSHP; Administrative Direction for the Usage of official Electronic Mail, Nr. 2005/03-MSHP; Administrative Direction on the usage of telephones (fixed and mobile) in the Government of Kosovo. Also, some policies have been approved and some standards have been applied such as: The Hardware and Software Policy, Policy of Acceptable Usage of Access to e-Mail and Internet; The Policy of Compensation for the Training of IT Staff; ISO 9000 Qualitative Management Systems- basis and dictionary; ISO 9001 Qualitative Management System- requirements; ISO 9004 Qualitative Management System- directions for improvements at work; ISO/IEC 17799 Information Technology- practical code for information security management.

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4.1 Modification of policies and standards, and Law amendments

The laws, administrative directions and policies that have been approved are lacking thus a need arises to respectively change and amend them. During the coming stages the law for the Information Society Service and other laws that have to do with electronic services and ITC, such as: Official Document Access Law, Administrative Procedure Law, Notary Public Law, Legal Procedure Law, Author’s Rights Law, will be amended. Administrative directions, policies and regulations such as: Administrative Direction for official e-Mail; Administrative Direction for Usage of Licensed Software; Administrative Direction for usage of landline and mobile phones, Policy on Hardware and Software, Policy on Internet and e-Mail, will be amended.

4.2. New laws and policies

The responsibility in the field of information technology and communication has been determined by UNMIK Regulation 2001/19. With the independence of the Republic of Kosovo and the new Constitution of the country coming in effect, things have changed, which will influence the development of new laws where responsibilities are determined by law. Now the approval of the law regarding the functions of government structures, which would determine the responsibilities of each structure, is in the final phase. In the aspect of information technology and communication there will not be any essential changes, aside from the added responsibility in the field of electronic governance (e-Governance). Experiences of other countries show that the field of electronic governance is an important state pillar, and a focus in the efficient execution of public administration services and other important factors in the country’s development. Also, in the near future, it is very important to have a special law for all electronic governance issues. Countries that have implemented electronic governance have finally come up with a Law for electronic governance. The following laws are in the process of approval; The law for personal data protection; The law for the master government Domain of the Republic of Kosovo, which after the approval will determine the security regulations of personal data and rules of hierarchical organization and management of domains and sub domains. The Law for establishing the Information Society Agency is still in the drafting phase and depends on the Government Law which is also in the process. We will create new standards based on ISO standards, especially in the ISO standard for data security. New directions and policies will be developed in order to fix the whole process of the management of the execution of the Information Technology Standards, which regulate the process of the creation and offering of information technology services and electronic governance, which regulates the responsibilities and the hierarchy in a way to eliminate old organizational defects. The developments in electronic governance and ITC in the world will be necessarily followed, so the achieved standards can be applied in all the institutions in the country. The new policies will be based in the creation of free competition of achieved values, in both the hardware and software areas. A stable Public Private Partnership will be created, which will be beneficial in the advancement of the field of electronic governance and ITC. All the planned projects, described in this strategy will be accompanied with legal norms, with policies and directions that respect their execution.

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5. INTEROPERABILITY

5.1. Description of interoperability

The past period has created barriers which need to be eliminated in the coming one. The problems have been caused by the lack of respect toward the responsibilities determined in the UNMIK 2001/19 regulation by many governmental institutions. The execution of many projects which did not respect the approved standards and policies has brought on a situation where various platforms are applied. The creation of these “oasis” which follow different rules and platforms brings on the institutional engagement and cooperation in completing the networking of the systems – interoperability. Interoperability presents the ability of the ITC systems and logical processes that support the trading of data and makes them usable for various purposes.

5.2. Interoperability in the government institutions of Kosovo

We will develop system maintenance and electronic services (semantic) network, a network between institutions but also a network of the information system development (organizational) and a network in the aspect of system structure and electronic services (technical) function. All current systems that function, various institution websites and future portals must network together and this is additional work for the government institutions. Soon it will be necessary for the Payment Management System to interact with the Personnel Management System, the Budget Management System, the Pension Management System, etc. When the development of these systems is considered, we realize that there is a need for an action plan to achieve the networking of all systems applied in the institutions of Kosovo. This needs research, institutional effort, coordination of all experts in the field of IT and electronic governance. The differences created during the years in the architectural aspect applied in the projects of IT in the institutions, present challenges for the future which we need to face. That is why by respecting our purpose of applying the best networking solutions in the coming years, we will draft the Network Framework (Interoperability) of Kosovo. The drafting of this Framework will help a lot in achieving the networking of systems, electronic services and the architecture of information technology. The drafting of national Frameworks of Interoperability is a recommendation that comes from the Pan-European Interoperability Framework and this will prepare Kosovo for the networking of its systems and electronic services with that of various countries of EU.

5.3. Pan-European Interoperability

Pan-European Interoperability is created for all EU countries in a way that systems, electronic services and ITC architecture interact between them. This helps countries to quickly and in an easy way access the Pan-European Systems of trading data, especially the Security and Border Protection Systems. Such directions in the field of Interoperability are a great help for countries that wish to integrate in all EU structures. Kosovo continually will follow all recommendations that come out of the Pan-European Framework of Interoperability and all following versions of this Framework.

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The Pan-European Framework shows how different EU countries interact in the organizational aspect, network maintenance and technical network. The Pan-European Framework of Interoperability, V 1.0, includes 17 essential recommendations regarding the interoperability in countries of EU. Out of them, the first 3 recommendations are in the general aspect, 3 others are recommendations of organizational interoperability, 3 recommendations of semantic interoperability and 8 recommendations of technical interoperability.

6. CHALLENGES The field of IT, during previous periods, has been faced with various problems, such as: lack of respect toward administrative directives, policies and standards; lack of communication and coordination between institutions; disproportion budgeting and non prioritizing which brought on unnecessary spending; inadequate politics toward the IT staff brought on the resignation of qualified experts from the public administration; the creation of some center of IT systems in government institutions; the lack of respect of security regulations, etc. Most of the problems from the past are present today in the government institutions.

6.1. Challenges of the future

Considering the content of the challenges that we have faced before, we should not pretend that we have overcome them, since every period has its own challenges and we have inherited notable problems in the field of ITC from the past. Based on all risk assessment parameters we can come to the conclusion that we will have notable problem in the coming period. The sensitization of the decision-making authorities isn’t still at a required level and this can present a risk for all the goals that are foreseen in this strategy. Another challenge can be certain tendencies that unfold during the development of information technology and various electronic services throughout the world. Free competition in the world of electronic governance and its various supporting technologies, presents a considerable risk and insecurity in the planned directions. Challenges can also arise from political changes. This is important and to be taken into consideration. Another challenge is the continuation of the old mentality regarding the application of services of information technology in governmental institutions. A future challenge is the consideration of human resources and if the direction of this important category in achieving the foreseen plans is wrongly handled, then this presents the risk of failure. The movement from platform to platform and the lack of regional and European coordination present other risk. The lack of budget during the execution stage of the plans is another risk that can arise. Also, other various projects that hold up projects in process may fail. An essential challenge is the inadequate planning and from time to time the measuring parameters need to be checked. Another possibility of failure is seen in the delays of the execution process of concrete projects and also that of the completion of the legislative package for electronic governance and ITC, according to the plan. Therefore, our institutions need to act in the proper and timely manner in order to eliminate and prevent such risks. This would be a great success toward the execution of the electronic governance Strategy.

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7. THE BEST PRACTICAL MODELS AND THE USED LITERATURE The usage of good practical models of electronic governance from various countries of the world is quite important. We have taken the following countries’ practical models in consideration: Estonian Model Austrian Model Slovenian Model Models from other countries that have achieved a level of electronic governance (e-Governance) References:

ACRONYMES ZKM (OPM) Office of Prime Minister ADSL Asymmetric Digital Subscriber Line AER American Economic Review AFIS Automated Fingerprint Identification System AKK Agjencia Kadastrale e Kosovës AKPM Agjensioni i Kosovës për Produkte Medicinale AOS Arkitekturë e Orientuar në Shërbime ASHAK Akademia e Shkencave dhe e Arteve e Kosovës ASPAUK Agricultural Statistics and Policy Advisory Unit Kosovo ATK Administrata Tatimore e Kosovës BDMS Budget Development and Management System BE Bashkimi Europian CD Compact Disc CISCO Computer Information System Company DFID Department For International Development DMS Document Management System DTI Departamenti i Teknologjisë Informative e- electronic EMIS Emergency Management Information System G2B Government-to-Business G2C Government-to-Citizen GIS Geographic Information System GPRS General Packet Radio Service GSM Global System for Mobile communications GTZ Gesellschaft für Technische Zusammenarbeit HIS Health Information System HP Hewlett Packard IBM International Business Machines ICT Information Communication Technology ID Identity Document IDS Intrusion Detection System IGJK Instituti Gjyqësor i Kosovës IKAP Instituti i Kosovës për Administratë Publike IOM International Organization for Migration IPK Inspektoriati Policor i Kosovës IPRR Immovable Property Right Register IPS Intrusion Prevention Systems IRRK Infrastruktura e Rrjetit Komunikues ISO International Organization for Standardization IEC International Electrotechnical Commission ISP Internet Service Provider KFOS Kosova Foundation for Open Society KJC Kosovo Judicial Council KK Kuvendi Komunal KPA Kosovo Property Agency KPIS Kosovo Police Information System LAN Local Area Network m- mobile

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MEST Ministry of Education, Science and Technology Mbps Megabit per second MBPZHR Ministria e Bujqësisë, Pylltarisë dhe Zhvillimit Rural MC Ministry of Culture MD Ministria e Drejtsisë MEF Ministria e Ekonomisë dhe Financave MEM Ministria e Energjisë dhe Minierave MH Ministry of Health MKRS Ministria e Kulturës, Rinisë dhe Sportit MMPH Ministria e Mjedisit dhe Planifikimit Hapsinor MIA Ministry of Interior Affairs MLGA Ministry of Local Government Administration MLSW Ministry of labour and Social Welfare MS Microsoft System MPS Ministry of Public Services MTI Ministria e Tregtisë dhe Industrisë MTPT Ministria e Transportit dhe Postë-Telekomunikacionit OSHP Organi Shqyrtues i Prokurimit PC Personal Computer PIP Programi për Investime Publike PKI Public Key Infrastructure PTK Posta dhe Telekomi i Kosovës SDH Synchronous Digital Hierarchy SHPK Shërbimi Policor i Kosovës SIDA Security Identification Display Area SIGTAS Standard Integrated Government Tax Administration System SIM Subscriber Identity Module SIMP Sistemi I Menagjimit të Pagave SOAP Simple Object Access Protocol SQL Structured Query Language TIMS Total Information Management System UDDI Universal Description, Discovery and Integration UNCITRAL United Nations Commission on International Trade Law UNDP United Nations Development Programme UNMIK United Nations Mission In Kosovo UP Universiteti i Prishtinës USAID United States Agency for International Development USB Universal Serial Bus VoIP Voice over Internet Protocol WAN Wide Area Network WDDX Web Distributed Data eXchange WiFi Wireless Fidelity WiMAX Worldwide Interoperability for Microwave Access WSDL Web Services Description Language XDSL DigitalSubscriber Lines XML Extensible Markup Language