https://documents.worldbank.org/en/publication/documents-reports/documentdetail/099032625130521154
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Title page 1
Contents 3
Acknowledgements 6
Acronyms and Abbreviations 7
Executive Summary 10
1. Introduction 25
2. Methodology 28
3. As-is State of Digital Government 29
3.1. Governance Context 29
3.2. Policy and Strategy to Drive e-Government Development 32
3.3. A Conducive Legal and Regulatory Environment for e-Government Development 34
3.3.1. Regulatory Framework at the BiH Institutions Level 36
3.3.2. Regulatory Framework in FBiH 39
3.4. Institutions and Coordination for Digital Transformation 44
3.4.1. Approaches to Establishing Institutional Framework to Support Digital Transformation 44
3.4.2. Institutions and Coordination at the BiH Level 48
3.4.3. Institutions and Coordination at the FBiH Level 50
3.5. ICT and e-Government Infrastructure for Integrated Service Delivery 53
3.5.1. The e-Government and e-Service Portal 55
3.5.2. Electronic Registries 58
3.5.3. E-delivery and e-mailbox 60
3.5.4. E-payment 61
3.5.5. Interoperability Infrastructure 62
3.5.6. Identity Management and Public Key Infrastructure 66
3.5.7. Network Infrastructure and Data Center 69
3.6. Resource Management for a Sustainable Digital Transformation 72
3.6.1. Human Resources 72
3.6.2. Financial Resources 83
4. Recommendations 86
4.1. Develop a Digital Transformation Strategy 87
4.2. Strengthen the Legal and Regulatory Framework for Digital Government 88
4.2.1. Legal Enablers at the BiH Institutions Level 88
4.2.2. Legal Enablers in FBiH 89
4.2.3. Data Management and Security 91
4.3. Strengthen the Institutional Framework for Coordination 92
4.4. Develop ICT Infrastructure for Integrated e-Service Delivery 93
4.4.1. Horizontal Building Blocks 93
4.4.2. Data Governance to Support Interoperability 97
4.4.3. Data Processing Facilities 98
4.4.4. User-Centric Approach to e-services Design and Delivery 99
4.5. Strengthen Key Capacities to Manage Digital Transformation 102
4.5.1. Human Resources 102
4.5.2. Financial Resources 104
4.6. Implementation 106
Annex 1. References 108
Annex 2. Alignment of BiH Legislation on Electronic Signature with the EU eIDAS 113
Annex 3. G2G, G2C and G2B Services in FBiH 116
G2G Services 116
G2C and G2B Services 118
Annex 4. Status of Base Electronic Registries in FBiH 125
Annex 5. IT Staffing in FBiH Public Administration Bodies 130
Annex 6. Priority Actions for FBiH 132
Tables 5
Table 1. Summary of Recommendations 20
Table 2. Sample of Data Classification Levels and Potential Impact on CIA Security Objectives 71
Figures 4
Figure 1. Institutional and Coordination Framework for e-Government 14
Figure 2. UN EGDI - Online Service Index 2024 29
Figure 3. GTMI Overview 30
Figure 4. GTMI Components 30
Figure 5. Percentage of individuals with basic and advanced digital skills in BiH vs Europe 30
Figure 6. Summary of Digital Governance Structures in Selected Countries 46
Figure 7. Competencies and Status of DPI at Different Authority Levels in BiH 55
Figure 8. Overview of Public Key Infrastructure 67
Figure 9. Ability to attract and retain staff with specialized digital skills 73
Figure 10. Factors affecting staff attraction and retention 74
Figure 11. Training received over the past two years (percent of respondents) 80
Figure 12. Available training is sufficient (percent of respondents) 80
Figure 13. Main reasons of not participating in training 80
Figure 14. European Digital Competence Framework (DigComp 2.2) 82
Figure 15. Perceived Quality of IT Resources 84
Figure 16. Key challenges for digital transformation and service delivery 84
Figure 17. Institutions' budgets include allocations for digitalization 85
Figure 18. There is a dedicated budget line for these allocations 85
Figure 19. Four Stages of Public Service Modernization 100
Boxes 5
Box 1. Division of Competencies Across the Levels of Authority in BiH 31
Box 2. Relevant EU Regulations and Directives for Digital Services in the Public Sector 35
Box 3. BiH-Level Laws Informing the FBiH Approach and Recommendations for EU Accession 37
Box 4. EU Examples - Institutionalizing the Vision for Digital Economy Transformation 45
Box 5. UN Definitions of the Four Levels of Online Service Development 56
Box 6. e-Services of FBiH Tax Administration 62
Box 7. Defining Digital and Non-Digital Interoperability Layers 63
Box 8. GSB Benefits and Examples 64
Box 9. Challenges in Strengthening HRM for IT Specialists 75
Box 10. Professionalizing the Digital Workforce of the Australian Government 78
Box 11. Principles of Working and Lessons from Similar Reforms 86
Box 12. Omni-Channel Service Delivery 95
Box 13. Increasing Efficiency and Reducing Costs through Service Reform 101
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