Digitalisation of public administration: opportunities, challenges, and development of e-governance in Serbia

Timotijević, Đorđe (2025) Digitalisation of public administration: opportunities, challenges, and development of e-governance in Serbia. In: Regional Law Review. Institute of Comparative Law, Belgrade, pp. 173-182. ISBN 978-86-82582-35-9

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Abstract

The paper explores the digitalisation of public administration as a multidimensional reform process aimed at enhancing legality, transparency, efficiency, and accountability in the public sector. It emphasises that successful digital governance requires not only an adequate legal and strategic framework and properly designed public policies by the state authorities, but also the integration of artificial intelligence and the active participation of civil servants and citizens alike. Artificial intelligence is examined as a transformative tool capable of improving decision-making, regulatory enforcement, and service delivery, while also raising critical ethical and legal concerns, including algorithmic bias and data privacy, while the role of civil servants is highlighted as pivotal to the implementation and legitimacy of digital reforms, underscoring the importance of their professional development and adherence to democratic values. The paper further analyses the case of Serbia, assessing its strategic and normative efforts to modernise public administration through various legal and policy initiatives. Despite notable advancements in digital infrastructure and service availability, the Serbian experience reveals persistent challenges, such as bureaucratic inertia, system interoperability issues, uneven service quality, and low digital literacy among citizens. Lastly, the study concludes that digital transformation must be approached as an inclusive and adaptive process, grounded in democratic principles and requiring coordinated engagement from all stakeholders to ensure a transparent, efficient, and citizen-centric public administration.

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