The framework Accountable Institutions and Social Inclusion
Digital Governance and e-Services
By 2030, people and businesses reach joined-up, trusted digital public services built on shared digital public infrastructure.
Contributes to CPD outcome: Accountable Institutions and Social Inclusion
The reality and the drivers
Where we start
Bosnia and Herzegovina's digital governance and e-Services landscape is shaped by fragmented and ad-hoc structures, lack of data exchange and a ministry-centric culture:
Fragmented Digital Governance
A fragmented and ad-hoc governance structure for digital transformation where institutions operate "in silos", without orchestration or a unified strategic vision, results in isolated efforts, limited results, and duplication of initiatives; further amplified by heavy reliance on donor-driven projects, insufficient political ownership (including of EU digital policy transposition), and the absence of sustainable funding mechanisms to drive long-term, system-wide impact.
Lack of Interoperability and Service Provisioning
Lack of data exchange and horizontal and vertical integration across government institutions, with digital service development and cybersecurity efforts focused on internal institutional needs (G2G), rather than the delivery of safe user-centric services for citizens (G2C) and businesses (G2B). The lack of mechanisms to scale and sustain government-wide solutions, and the limited culture and capacity for digital innovation, co-creation, and experimentation, leave civil servants unprepared to advance digital transformation.
Limited Digital Inclusion and Public Engagement
Limited focus on digital inclusion, where digital initiatives often overlook or fail to address the needs of marginalized and vulnerable groups. The absence of public engagement strategies (and practices) and awareness-building efforts leads to low uptake of e-services, skepticism, limited digital awareness, and low trust in digital solutions.
Key trends shaping change
What is driving the shift
Alignment with EU Policies and Digital Targets
EU accession requires full legal harmonization with the EU's digital policies and regulations (e.g. AI Act, Digital Services Act, GDPR, Data Act, ePrivacy Directive, European Interoperability Framework…) and achieving ambitious Digital Compass 2030 targets.
The Shift to Digital Public Infrastructure (DPI)
Governments move away from isolated "software solutions" for specific ministries. Shared "building blocks" (Digital ID, Interoperability/Data Exchange, Payments, Citizens e-Mailbox…) drive integrated public service delivery.
Emergence of Digital Trust Services
A shift towards the use of Digital ID and Digital signature as legally binding and technically secure solutions enables "life-event" digital service delivery that prioritizes user needs over institution-centric approaches.
Our plan
What we will do, 2026-2030
10 areas of engagement where UNDP will work with partners to deliver this pillar.
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Digital Policy and Strategy Development
Support digital transformation policies, legal reforms, and readiness assessments at all government levels, including institutional Digital/AI Readiness Assessments (DRAs) and Digital/AI Roadmaps/Strategies.
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Support Interoperability and Data Exchange
Digital solutions developed by UNDP will promote interoperability by integrating existing data and providing data to enable seamless public service delivery. UNDP will support cross-governmental interoperability working groups in developing an effective interoperability framework.
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Integrated Public Service Delivery
Expand the deployment of UNDP digital flagship solutions (e-Services Management Platform, e-Citizens, etc.) to create unified, user-friendly e-government portals, focusing on high-demand areas. Integrate Artificial Intelligence (AI) tools for improved service delivery.
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Support Local e-Governance and Services
Digitize municipal services and internal systems, pilot simple AI solutions, build local digital capacity, and reduce regional disparities, with tailored approaches for various local government typologies, from small and underdeveloped, through mid-sized, to large local governments.
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Advance digital public participation and women's leadership
Expand platforms for citizen engagement and consultations, focusing on digital tools that promote women's leadership, participation, and networking. This includes crowdsourcing and coalition-building tools, as well as initiatives that connect women leaders in Bosnia and Herzegovina with the diaspora, such as the Women Forum for Development, implemented in partnership with the Agency for Gender Equality.
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Sectoral Digitalization
Develop information systems in key sectors, including social protection, environment, and economic development (e.g., business registries and different government-to-business services) to improve government efficiency, service delivery, and the business-enabling environment.
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Open Data, Transparency and Accountability
Assist open data initiatives, establish transparency portals, promote open data/API standards, and develop financial incentives and policies for GovTech solutions development across government levels.
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Governments' Internal Processes Digitalization
Support deployment of electronic document management systems and workflow automation, with a specific focus on integrating Artificial Intelligence (AI) for knowledge management and decision making.
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Build Civil Service Digital Capacity
Support institutions at all governance levels to build capacities on e-Service tools, data literacy, cybersecurity, and responsible use of Artificial Intelligence (AI) tools.
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Embedding Digital Innovation in Public Administration
Support the development of Digital, Innovation, and AI competency frameworks in the civil service, establish Innovation/Policy labs, and support sustainable budgeting for Digital and AI initiatives and innovation.
Partner with us on this
Let's deliver Digital Governance and e-Services together
These areas are an invitation. If your organisation can co-design, co-fund or co-deliver any of them, we want to hear from you.