Strengthening Digital Governance for Service Delivery

The development objective of the Strengthening Digital Governance for Service Delivery Project for Kosovo is to improve the quality of and user access to selected public administrative services. The project comprises of three components. The first component, digital transformation of government will support initiatives to establish the whole of government architecture and shared platforms necessary for the digital transformation of the government and the facilitation of citizen-centric public service delivery. It consists of following sub-components: (i) developing interoperability standards, data governance, and appropriate infrastructure; (ii) strengthening the shared data center and disaster recovery center (SDC and DRC) arrangements and transition towards a government cloud platform; and (iii) developing a whole of government platform. The second component, digital transformation of public service delivery will support the expansion of government e-services through an upgraded e-Kosova platform and pilot an innovative approach to proactive citizen-centric service delivery organized around life events. It consists of following sub-components: (i) enhancement and upgrade of the e-Kosova platform and base registries; (ii) increasing multichannel access to citizen-centric digital services; (iii) piloting citizen-centric digital services with a life event approach; and (iv) innovation. The third component, institutional strengthening, change management, and project management aims to provide targeted technical assistance to support institutional strengthening and change management activities required for the successful implementation of the project and achievement of results. It consists of following three sub-components: (i) institutional strengthening; (ii) change management; and (iii) project management.