Digitalization of municipal services (XKGJA0001)

Commitment ID

XKGJA0001

Commitment Title

Digitalization of municipal services

Problem

Despite notable progress in the Municipality's digital governance efforts, accessing municipal information and documents remains a persistent issue for citizens. A significant portion of municipal records and services are not yet digitized, requiring individuals to physically visit municipal offices to obtain basic services and information. This not only results in inefficiencies and delays but also imposes unnecessary challenges, especially for individuals with mobility restrictions, time constraints, or those living in remote areas.
This lack of comprehensive digital infrastructure limits transparency, reducing citizens' ability to access important information and actively participate in local governance processes. Moreover, the manual nature of these interactions increases the administrative burden on municipal staff, diverting resources that could otherwise be allocated to improving service delivery.
Addressing this issue by digitizing municipal services and making them accessible through user-friendly platforms is crucial. It will improve efficiency, ensure inclusivity, enhance transparency, and empower citizens to interact with their local government in a seamless and modern way, fostering trust and satisfaction in public services.

Status quo

The Municipality of Gjakova has made significant strides in leveraging technology to enhance governance and service delivery. Notably, Gjakova became the first municipality in Kosovo to introduce the “e-School” platform, enabling teachers and parents to seamlessly monitor students’ performance, attendance, and progress. This initiative is widely recognized as a milestone in integrating digital solutions into education management.
To further facilitate access to municipal services, Gjakova has invested in digital kiosks that allow citizens to obtain official documents efficiently. These kiosks have significantly reduced waiting times and simplified the process for residents.
Despite these advancements, the full potential of digital governance has not yet been realized. Many municipal documents and services remain undigitized, requiring citizens to rely on in-person visits to access essential information and services. This gap highlights the ongoing need to expand digital solutions and ensure equal, efficient access to services for all residents, promoting inclusivity and enhancing the overall quality of governance.

Action

Through this commitment, the Municipality aims to enhance digital governance by expanding and improving access to municipal services for the citizens of Gjakova. The main actions and expected outcomes include:

• Digitalization of Municipal Services: In collaboration with the Agency for Information Society, key municipal services will be digitized and integrated into the national platform “eKosova.” This will allow citizens to access services online without the need for physical visits.
• Advancing the "Smart City" Program: The Municipality will install digital screens and informational devices in public spaces to improve navigation and provide real-time updates for citizens and visitors.
• Launch of New Digital Tools: In January 2025, a redesigned official website will launch, improving the quality and accessibility of municipal information. An updated version of gjakovaportal.com and a mobile app will be introduced to offer improved digital services and real-time updates.

This commitment focuses on modernizing municipal services, improving citizen engagement, and establishing Gjakova as a leader in digital governance in Kosovo. It aims to increase transparency, efficiency, and accessibility for all citizens.

How will the commitment contribute to solving the public problem described above?

The implementation of this commitment will significantly enhance citizens' access to public information and services. By enabling digital access through personal devices such as computers and smartphones, it will eliminate the need for physical visits to municipal offices, making service delivery simpler, more efficient, and accessible to everyone.

Expected outcomes include:

• Simplified access to services: Citizens will gain faster and easier access to municipal information and services, reducing the time and effort required to obtain them.
• Increased transparency: Digital platforms will make municipal processes and decisions more transparent and accessible to the public, strengthening trust in local governance.
• Enhanced accountability: Improved access to information will empower citizens to hold local government accountable for its actions and commitments.
• Broader civic engagement: Easier access will encourage more citizens to participate in decision-making and local governance processes, fostering a stronger connection between the Municipality and its residents.

Overall, this commitment aims to significantly improve the quality of local governance by making it more transparent, accountable, and citizen-oriented.

What long-term goal as identified in your Open Government Strategy does this commitment relate to?

This commitment directly supports the long-term goals of improving public service delivery and ensuring that local governance remains open, transparent, and accountable. By digitalizing municipal services and integrating them into accessible platforms, the Municipality aims to simplify processes, reduce bureaucratic inefficiencies, and make information readily available to citizens.
The commitment also aligns with the goal of fostering trust between the Municipality and its residents. Improved access to information and services empowers citizens, enhances their experience with local governance, and encourages greater civic participation. Furthermore, by promoting transparency in areas such as procurement and service delivery, the commitment strengthens accountability mechanisms, ensuring that public resources are managed responsibly and in the best interests of the community.
Ultimately, this initiative not only modernizes service delivery but also reinforces the core principles of open governance, contributing to a more inclusive, efficient, and responsive municipal administration.

Primary Policy Area

Digital Governance, Open Data

Primary Sector

Public Services (general), Science & Technology

What OGP value is this commitment relevant to?