1. World Bank Group
ICT-enabled Investment Climate Reform:
Leveraging Technology to Improve Regulatory Governance in the ECA region
A Peer-to-Peer Workshop for Reform Practitioners
TTbbiilliissii,, GGeeoorrggiiaa –– JJuunnee 44,, 22001133
Sustainable development of the registration system -
important factor for improving the investment climate
Case study from Serbia
Branislav Dobrosavljevic, Data Services Manager,
Serbian Business Registers Agency (SBRA)

2. CCOONNTTEENNTT::
1. About SBRA
Registration reform in Serbia, SBRA Registers, SBRA services
2. „Business of registration“ and SBRA information system
- Initial design, implementation, stabilization
3. Enhancing institutional capacity of SBRA
- Continual, sequential, sustainable development of the system
4. Challenges and solutions
- Lessons learned and advices

3. 1. About SBRA
• Ininitial goals of the registration system reform in Serbia:
  To simplify and accelerate the business registration procedure in Serbia
  To create a more favorable business environment for foreign investments
  To create conditions for easier business start ups in Serbia
  To upgrade state administration through a greater reliance on IT
  To establish the conditions for creating new jobs and reducing the informal
economy and corruption.
• SBRA (Serbian Business Registers Agency) or
Agencija za privredne registre – APR (Serbian) , established mid-2004,
as a crucial part of the registration reform in Serbia, started its operation 3.1.2005.
• - SBRA Information system was completed until 31.3.2006. as a result of the project funded
by Swedish government and administered by the World Bank (ICB procurement method);
• - Next crucial step was KOICA project (2008-2010), from the donation of R.Korea;
• - Sequential development of the system is assured by our own ICT development budgets,
  Detailed information about SBRA you may find on our web site: http://www.apr.gov.rs/eng/Home.aspx
3
with strong legal background for any step.
www.investmentclimate.org 3

4. SBRA – present and future
 APR manages many national registers, including registers of companies, entrepreneurs,
associations (NGOs), financial statemets and solvency, financial leasing, pledges,
bankruptcy estates, etc. as a single, centralized, highly available electronic databases;
 Priorities of the SBRA in the early years were:
• Simplifying and speeding up the registration process;
• Full availability of the data from registries on the Internet, and so on.
• At the present stage, development priorities of the SBRA are:
• Interoperability - improving the "one stop shop for registration“, established 2009;
• Efficient implementation of widely-used electronic services;
• Better data quality and security;
• Wider choice and higher quality of data processing and data delivery services, etc.

5. SBRA achievements and recognitions
 Creative use of international experience in business registration reform
• Collection of information - study tours (Ireland, Sweden, Norway);
• Effective use of ICT as a basis for high productivity from the start;
• Knowledge transfer to others (Bulgaria, Uganda, Republic of Srpska, ..);
 SBRA results
• Dynamic development, with rapidly increasing number of registers, development of
eServices G2G/G2B/G2C;
• Positive impact on the use of the Internet in Serbia (www.apr.gov.rs),
on other institutions ("one-window system of registration“, from 2009), and
on the development of e-Government (directly and via national eGovernment portal);
• Presentations by invitation, regional and international (ECRF, World Bank/IFC, ...);
• Acknowledged results in the reports of the World Bank ("Doing Business"),
EU / OECD, NALED / FIC (“Grey Book", “White Book”, “Reformer of the Year"), etc;
• Proven very high “user satisfaction”:
Latest quarterly survey by NALED /IPSOS (69%+, 8%-), average rating about 4 of 5.

6. CUSTOMERS’ (251 companies) RATINGS OF STATE INSTITUTIONS
RELEVANT FOR THE BUSINESS ENTERPRISES SECTOR
POSITIVE NEGATIVE
Source: NATIONAL ALLIANCE FOR LOCAL ECONOMIC DEVELOPMENT - NALED
Prepared by: IPSOS STRATEGIC MARKETING

7. SSBBRRAA RReeggiisstteerrss
wwwwww.aapprr.ggoovv.rrss

9. NEW SBRA REGISTERS,
EXPECTED TO COMMENCE OPERATIONS IN 2013/2014
• REGISTER OF BIDDERS (from September, 2013)
• REGISTER OF FACTORING
• PRE-HARVESTING REGISTER
(AGREEMENTS ON AGRICULTURAL FINANCING)
• REGISTER OF DISQUALIFIED ENTITIES
(BANNING THE RIGHT TO RUN A BUSINESS)
• REGISTER OF PUBLIC INSTITUTIONS
• REGISTER OF STATE AUTHORITIES
• REGISTER OF DEBENTURES
•REGISTER OF OLD CRAFTS, ...

10. Before and after
the Establishment of the SBRA
BEFORE
DIVIDED RESPONSIBILITIES FOR REGISTRATION
OF BUSINESS ENTITIES
Lack of the unique and updated records.
Non-transparent registration procedure
Corrupted Commercial Courts in Serbia
(Source: Feasibility Study for EU accession)
On the business management of various records that
are currently within the SBRA’s competence, more than
1,500 employees were engaged (17 commercial courts,
165 municipal offices, Billing and Payment Office
Statistical Office of Serbia, Ministry of Internal Affairs,
Ministry of Public Administration and Local Government,
Ministry of Foreign Affairs, ministries and / or sectors in
charge of tourism, National Bank of Serbia ...)
Average registration time:
• 71 days (2002)
• 54 days (2003)
SBRA TODAY
JURISDICTION FOR THE CONDUCT OF THE
PUBLIC ELECTRONIC REGISTERS
Irmplementation of registration procedures is in accordance
with the principles of efficiency and transparency .
The five-day “silence is consent” principle is applied.
SBRA is from the day one fully self-financed institution
(sustainable development) based on the registration fees
and fees for other services that SBRA provides (since its
establishment in 2005, SBRA has slightly changed its
fees only in early April 2010)
350 persons employed or engaged in the Belgrade office
and its 13 remote offices throughout Serbia - activities on
integrated reception of applications, mail expedition,
scanning, archiving, administration
Over EUR 2 Million
- Value of existing software , hardware and equipment
Average registration time: 3 days, max 5 days
Note: As of May 6, 2009 - One-stop shop system for
business registration was introduced: Along with SBRA’s
registration decree, an applicant gets a tax ID number,
Health and Pension Funds and Employment Organization
records.

11. SBRA IN FIGURES (May 23, 2013)
• 107,834 COMPANIES
• 218,285 ENTREPRENEURS
• 20,352 ASSOCIATIONS
• 47 FOREIGN ASSOCIATIONS
• 822 TOURISM AGENCIES
• 151,205 FINANCIAL STATEMENTS for
2011 (87% submitted in electronic form)
• 1,253 PUBLIC MEDIA
• 41,123 FINANCIAL LEASING
CONTRACTS
• 113,453 PLEDGE CONTRACTS
(securing claims that worth more than
EUR 30 Billion)
...
• OVER 50,000 DAYLY HITS AT THE SBRA
WEB PAGE, WHICH MAKES IT ONE OF
THE MOST VIDITED/SEARCHED WEB
PAGES IN SERBIA
• OVER 400,000 USERS OF SBRA INFO
CENTER
• OVER 11,000,000 SCANNED AND
ARCHIVED PAGES
• OVER 8 MILLION ARCHIVED FILES
• OVER 3,000,000 RECORDS TAKEN
OVER FROM THE COMMERCIAL
COURTS AND LOCAL AUTHORITIES ARE
FILED IN THE SBRA ARCHIVES
• OVER 14,000 METERS OF PAPER
DOCUMENTS ARCHIVED ON SEVERAL
LOCATIONS IN BELGRADE AND NOVI
SAD

12. Status of ee--GGoovveerrnnmmeenntt iinn SSeerrbbiiaa ––
SSttrraatteeggyy,, LLaawwss aanndd IImmpplleemmeennttaattiioonn
• “e-Government Development Strategy” and “Action Plan” from 2010 – modern,
based on EU and regional SEE documents and initiatives;
• “Law on electronic signature” (December, 2004), bylaws completed mid-2008;
• “Law on electronic document” (2009); Law on electronic archive still missing!;
• Certificate Authorities: 1 (2008), 2 (2009), 3 (2010); 4 (2011), but:
• Qualified electronic certificates: Expected growth in 2011/2012 not happened,
penetration still low; However, likely to be significantly improved in 2013/2014;
• Electronic payments: Limited possibility to pay in local currency (Dinars/RSD),
although electronic banking and credit cards are widely adopted;
• Electronic services in public sector:
Fully functional „e-Government portal“ exists from 2010, not enough services;
Significant improvement, based on law enforcement, expected in 2013/2014.

13. ““Data ddeelliivveerryy”” SSeerrvviicceess ooff SSBBRRAA ––
nneeww ffooccuuss
• G2G services - Data delivery to other governmental institutions (more than
30 regular partners in public sector, including key ministries and agencies):
• Standard data delivery:
Broad range of pre-defined data categories, delivered by Web Service,
FTP, E-mail or CD/DVD;
• Special requests: Customised sets of data and/or statistical analysis
(free of charge).
• G2B/G2C services - Data delivery to businesses and citizens:
• Standard data delivery: Range of pre-defined data categories, delivered by
Web Service, FTP, E-mail or CD/DVD; Minimal fee (0.1-0.3 USD) per record;
• Special requests: Customised sets of data, on request;
Data analysis (limited complexity);
• Free initial analysis service (selection of records, E-mail proforma invoice);
Low price, Quick delivery, Online support, Contact center support;
• Important source of SBRA revenue (5%-6%), fast annual growth expected.

14. GG22BB,, GG22CC SSeerrvviicceess ooff SSBBRRAA::
SSBBRRAA PPoorrttaall -- ttoowwaarrddss ffuullll eelleeccttrroonniicc rreeggiissttrraattiioonn
• SBRA Information system is “e-Services ready” almost from the beginning;
• Unfortunately, due to improper legislation (mandatory paper with signature and stamp), and lack of
electronic certificates and payments, implementation of e-Services in Serbia was long postponed.
• Existing electronic services for businesses and citizens are available on the current
SBRA web site: www.apr.gov.rs
• Internet Search on entity status, widely used, with complete data for one entity, available for free;
• Complete information services, including highly usable models for all important documents;
• All Forms available online (PDF format : fillable, printable, downloadable, some could be submitted;
• Current status of the submisson (case), issuance of “extract from the Register” (“semi-electronic”),
etc.
• SBRA “Services portal”, to be available in stages 2013/2014:
• Electronic issuance of the “extract from the register”, for companies and entrepreneurs, and others;
• Registration of entrepreneurs - complete proces, including issuance of digitally signed Resolution;
• Ordering and sending Financial reports and other “value-added data delivery services”;
(all services are planned to be available on SBRA services portal and on national e-Government portal)
• As electronic payment services in local currency (Dinars/RSD) are in final testing phase, all other
SBRA services non-dependable on external partners could be published in 2013/2014;
• Full electronic registration of new companies (one of 20 EU benchmark service) is ready in SBRA,
but depends on extrernal partners (use of electronic signatures in Courts for Articles of Association).

15. LESSON 1: SSBBRRAA bbuussiinneessss ssttrraatteeggyy --
PPrriinncciipplleess ooff ssuussttaaiinnaabbiilliittyy
 At the very beginning, self-financing of SBRA was assured by:
 3-month financing of all operational costs from the Swedish donation;
 Sufficient fees for the SBRA services, set by law; Advance payments for all services;
 Low costs: Simplified registration process; Skillful and trained SBRA staff.
 Until now, self-financing of SBRA kept by:
 Continually improved business processes, increasing productivity of people and
cost savings based on carefull planning and monitoring;
 Inclusion of new registers (especially Register of financial statements from 2010);
 Improved services witha a fee, in particular “Data delivery services”.
 In the future, self-financing of SBRA will be based on:
 Further improvement of business processes, standardization (ISO 9001, ISO 27001);
 Improvement of Information system, based on virtualization, SOA, as well as
improved capacity for sofware development, internal and with outsourcing partners;
 Improvement of services, based on the combined data from SBRA registers:
It is expected that over the next years revenue from “value added services” wil grow rapidly.

16. 22.. „„BBuussiinneessss ooff rreeggiissttrraattiioonn““
aanndd SSBBRRAA iinnffoorrmmaattiioonn ssyysstteemm
–– IInniittiiaall ddeessiiggnn,, iimmpplleemmeennttaattiioonn,, ssttaabbiilliizzaattiioonn ((22000044 –– 22000099/22001100))
 PHASE 1a (2004-2005)
 Elementary hardware (few multiple-purpose Dell servers – USAID donation);
 Temporary software solutions for 3 initial registers, basic services.
 PHASE 1b (2006-2007)
 SBRR - Fully implemented World bank administered project (Oct.,2004 – March,2006);
Swedish donation cca 1.4M EUR, including ICT and 3 months SBRA operational costs;
Sufficient hardware (Fujitsu-Siemens servers, EMC storage, Cisco communications);
 Stable software solutions for registers; Improved services (G2B/G2C).
 PHASE 2 (2008-2009/2010)
 Extended hardware and communications; Completed software solutions for registers;
 High-quality services (G2G, G2B/G2C): “One Stop Shop project”, phase 1 (2009/V);
 First steps of SOA-based integration: IRIS module (integrated receiving operation);
 Microsoft-based platform: Windows Server 2008, MS SQL Server 2008;
Development platform Microsoft .Net framework, C#.

17. SSBBRRAA iinniittiiaall ssyysstteemm aarrcchhiitteeccttuurree ((22000044 –– 22000099//22001100))::
SSiimmppllee aanndd eeffffiicciieenntt

18. LESSON 2: ISSUES RESOLVED
DURING THE SBRR PROJECT
Project: Serbia Business Registration Reform (SBRR), 2004 - 2006
• Grant No.: TF052718
• IFB Title: Supply and Installation of the new Serbian Business Registration System software and hardware
• IFB Number: SAM-SBRR-ICB-001-SSB-05-TF052718
• Date of issue: May 18th, 2005.
• Date of completion: March 31th, 2006.
 Selection of the experienced international consultant, able to adapt to the
local circumstances is crucial (technical skills are not the key point);
 World Bank project should be managed carefully from the very beginning:
– Wrong selection of “ICB procurement method for goods” almost killed the project!
 Consider realistically the timeframe for each phase of the project;
 Close and proactive cooperation with the World Bank staff;
Local World Bank Office in Belgrade helped a lot, especially at critical ponts.

19. c 3. Enhancing institutional caappaacciittyy ooff SSBBRRAA ((11))
– Continual, sequential, sustainable development of the system
SBRA registration and information system development:
 PHASE 3 (2009/2010-2011)
 KOICA project (2008 - 2010/VI), donation 3.2 M$ from R.Korea;
5 generic software modules, developed by the local sodftware company,
implemented and further developed;
 New, powerful hardware platform (10 IBM „P“ series and „X“ series servers);
Software platform (IBM WebSphere, FileNet, COGNOS, OmniFind, etc) and
development tools (Java);
 Initial SOA architecture using ESB – Integration of internal and external
business processes based on extensive use of secure Web services;
 Developed set of ready-to-use electronic services (G2G, G2B, G2C), using
qualified electronic signatures and electronic payments.

20. KOICA pprroojjeecctt ccoommppoonneennttss
o “SBRA Business process improvement project”, including new harware and software;
implemented 2008-2010, donation 3.2 M$ from R.Korea;
o All components developed and installed until 2009/VI, full implementation 2009/XII.
 ONE STOP SHOP for registration (OSS), Phase 2
 Full automation of processes between SBRA and partner agencies, standardised WS;
 INTEGRATED REGISTERS (IR)
 Improved IRIS module (integrated receiving process for all registers, old and new) –
very important part of the system;
Integrated archive operation and Integrated expedition activities to follow.
 ELECTRONIC ARCHIVE (EA)
 DMS (IBM FileNet) for unified storage and maintenance of electronic documents, both
scanned images and documents produced by SBRA registers; Strong search engine.
 FDI PORTAL (future FDI Register)
 Collects and publishes relevant Foreign Direct Investment data from multiple sources;
 INFORMATION HUB PORTAL (IHP)
 SBRA Portal for G2B/G2C electronic services, using qualified electronic signatures;
Includes authentification, submission, payments, delivery, notification, etc.

21. Tax Office
Pension Fund
Health.Insur.
SBRA Software Architecture
DMS
Before KOICA project
Register of
Business Subjects
Register of
Business Subjects
RReeggisisteter ro of fL Leeaassiningg
RReeggisisteter ro of fP Pleleddggeess
Temporary
Electronic
Archive
Permanent
Electronic
Archive
PPoortratal l1 1
WAN
Regional Offices
Operators
LAN
Operators
Internet
G2C
G2B G2G
Employ.office
Statistic.Office
National Bank
Enterprises
Banks
SMES
Municipalities
Register 4
Register 5
Register N
Commu
nications
Registration Form
Part1 - SBRA
G2B
G2G

22. Information Hub /
Additional security
Tax Office
Pension Fund
Health.Insur.
Figure2 – After KOICA project
Register of
Business Subjects
DMS
Register of
Business Subjects
Register of
Business Subjects
RReeggisisteter roof fL Leeaassiningg
RReeggisisteter roof fP Pleleddggeess
Temporary
Electronic
Archive
Permanent
Electronic
Archive
PPoortratal l1 1
WAN
Temporary
Electronic
Archive
Regional Offices
Regional Offices
WAN
Operators
Operators
LAN
Operators
G2B
Internet
G2C
G2B G2G
Employ.office
Tax Office
Statistic.Office
National Bank
Enterprises
Banks
SMES
National Bank
Municipalities
Register 4
Register 5
Register N
Commu
nications
Figure1 – Current state
LAN
Operators
Registration Form
Part1 - SBRA
G2G
Pension Fund
Health.Insur.
Integrated
Registers
Register of Leasing
Register of Pledges
Portal 1
Messages
Part1 - Tax Office
Part2 -Pension Fund
Part3 –HealthInsurance
Part4
….
Part N
DFI
New DMS
e-Archive
One Stop
Shop
Portal 2
Internet
G2C
G2B
G2G
G2C
G2B
G2G
Employ.office
Statistic.Office
Enterprises
Banks
SMES
Municipalities
Register 4
Register 5
Register N
All New Modules
Registration Form
Part1 - SBRA
Permanent
Electronic
Archive
DMS

23. Business process of registration
after implementation of eArchive
Query for barcode meta
Scanning process
Kofax
FileNet
Document metadata
10
Document Management
Service
Store document and it’s metadata
to appropriate folder
Create / update folder
IrisService
4
Saves petition
SBRA
Petition
Upon receive documents are sent to scan
2
1
5 6
7
8
9
11
Party
Receipt
3

24. ““One Stop SShhoopp ffoorr rreeggiissttrraattiioonn””
((OOSSSS--SSBBRRAA))
 Successful Multi-agency project, supported by Serbian Government;
Example of coordinated legal, organisational and technological efforts.
 Preparation: 2006-2008 (complete study 2006/XII)
 Phase 1: From May, 2009 (Government decision 2009/XI)
 Partner agencies: Tax Authority (TA), Pension fund (PF), Health Fund (HF);
 Processes partly automated (Web services, FTP data exchange).
 Phase 2: From June/December, 2010 (Part of KOICA project)
 Additional partners: National Bank of Serbia (NBS), Employment Office (EO),
Statistical Office (SO), Ministry of Interior (MUP).
 Processes fully automated (coordinated Web services on IBM ESB).

25. OSS PRINCIPLES –
DESIRED MODEL OF BUSINESS REGISTRATION
 Introduce a single business registration form;
  Introduce a system whereby public authorities can recognise
enterprises by a single identification number;
  Set up single contact points where a single registration form can
be deposited;
  Ensure that government departments avoid introducing
duplicated or superfluous forms and/or contact points;
  Use IT and databases as much as possible for the transmission
and authentication of information submitted and/or the exchange of
information between public authorities.

26. SBRA - SINGLE ACCESS POINT
ONE STOP SHOP
(as of May 6, 2009)

27. LESSON 3: ISSUES RESOLVED
DURING THE OSS PROJECT
  Technical solutions specified in detail after resolution of the related
interoperability issues, including harmonization of the database format and
content, as well as business processes.
  Initial Risk Analysis has shown that the main OSS challenge will be the
relationship with the Tax Authority Directorate, especially regarding issuing of
the Tax Identification Number (PIB), so special attention was given to it.
  It was clear that strong political support from all involved parties is required
for the success of the project, so it was assured (not easy!).
• Conclusion:
 For e-Government projects like OSS, technical solutions are not an issue !
“The Devil” is somewhere else: in the data, in the processes and in the
political support!

28. Register of Regional Development Measurements aanndd IInncceennttiivveess
-- rreessuulltt ooff oouurr oowwnn ssooffttwwaarree ddeevveellooppmmeenntt:: hhttttpp::////ssttaatt..aapprr..ggoovv..rrss//rrrrmmaappeenngg//
MEASURES AND INCENTIVES:
– МЕASURES are established by the Government
– INCENTIVES concern:
• regional development projects
• improving sectors of the economy
• increasing competitiveness
• developing cities and municipalities
• improving environmental protection
• development of insufficiently developed regions
• SME and entrepreneurship development
• increasing employment
• improving infrastructure
tthhee iinntteennddeedd uussee ooff tthhee iinncceennttiivveess iiss ddeeffiinneedd iinn tthhee CCllaassssiiffiiccaattiioonn ooff tthhee ppuurrppoosseess ooff tthhee iinncceennttiivveess
RECIPIENTS OF INCENTIVES:
– businesses,
– local government, regional agencies, regional
associations
– institutions
– associations
– clusters and business incubators
– the types of recipients are defined in the Classification
of the types of recipients of incentives
REGIONAL DEVELOPMENT FUNDING SOURCES:
– Republic of Serbia Budget
– Autonomous Province of Vojvodina Budget
– Development Fund of the Republic of Serbia
– City of Belgrade Budget
– Local Government Budget
– EU Instruments of Pre-Accession Assistance (IPA)
– International grants, development support
– IFI development loans
– Donations, contributions and gifts
– Other sources

29. 3. Enhancing institutional ccaappaacciittyy ooff SSBBRRAA ((22))
– Continual, sequential, sustainable development of the system
SBRA registration and information system development:
 PHASE 4 (2012-2013/2014)
 SBRA medium-term strategy, approved by the Government:
„Legal background“ for providing stable source for annual ICT development budget;
 New „Law on registration in SBRA“ (implemented in 2012/2013 for all SBRA registers), as
a basis for: Business process allignment; Standardization (ISO 9001, ISO 27001), etc.
 Hardware and system software integration (IBM, Microsoft) –
H/W, communications, security, administration; Operating systems and platform software;
Software integration towards SOA architecture completion, S/W standardization and
consolidation (long-term target: Generic register rules, processes and software);
 Extended set of electronic services, evolving value-added services (DW/BI/KM based);
Homogeneous, flexible system of Web services (G2G, G2B), consistent interfaces;
Tight integration with partners in public sector, as well as with commercial customers;
 „Services portal“ development“ - customer-oriented, interactive SBRA Web portal;
Publishing number of electronic on this portal and on national „e-Government portal“.
 Everything is based on constant capacity building of human resources, internal (strong
internal IT Department) and external (managing close relations with several IT partners).

30. SBRA’s DEVELOPMENT CONCEPT
INTEGRATION OF THE
PROCEDURES
е-BUSINESS
CENTRAL ARCHIVES
CURRENT BUSINESS
REGISTRATION SYSTEM
OF THE
SBRA
CUSTOMER-ORIENTED
SYSTEM
COMPLIANCE WITH EU
ADMINISTRATION
STANDARDS
THE LAW ON THE PROCEDURE OF
REGISTRATION WITH THE SBRA
SERVICE-ORIENTED ARCHITECTURE
(SOA)
ARCHIVE AND DOCUMENT MANAGEMENT
SYSTEMS
OPERATION DEVELOPMENT FOCUS GOAL

31. 4. Challenges aanndd ssoolluuttiioonnss ––
LLeessssoonnss lleeaarrnneedd,, rreevviieeww
 GENERAL
  Technology is just a tool to achieve strategic and tactical business goals;
• But all business goals should be set considering the opportunities given by the latest
ICT technologies and (agile) development methodologies.
 SECTOR SPECIFIC
  Public sector is somethig really special!
 TECHNOLOGY SPECIFIC
  Technology is now not a major issue, especially in Public sector projects;
Main issues are in other areas: Business-ICT allignment, organisation, people, budgets, ...
 INTEROPERABILITY
  Again, technology is not the key – XML-based Web Services are wide-spread standard,
universal solution; Semantic, operational and legal IOP are critical in the Public sector.
 Project/Program/Portfolio Management (PM)
  (PM) Methodology implemented - key to success! And not only for ICT projects!
• But how to ensure sufficient and stable PM and technology skills in the Public sector?!

32. Lessons learned: SSeelleecctteedd (1)
External factors - “Minimal legal background”
 Importance of the „minimal legal background“ for the success of
interoperability projects – case of national registers
• Development of national registers and its interoperability – basic approach;
• Lack or incompleteness of the basic national registers in Serbia:
o Non existing Register of citizens, Register of addresses (streets), etc;
o Land register still incomplete and non-consistent, etc.
 PM capacity and coordination of the projects in government/public
sector
• Critical “success factor”, especially for “One-stop shop” projects;
 Aspects of interoperability
• Include and properly combine all interoperability levels:
Technical, Semantic, Organizational and Legal;
• Case Studies:
o SBRA “One-stop shop for registration” project (2006-2009);
o Central Registry of Compulsory Social Insurance – CROSO (current).

33. Lessons learned: SSeelleecctteedd (2)
Internal factors – Optimization of outsourcing services
 Developing internal IT department
• Strategy and Planning: Positioning ICT function properly, including
new role of CIO;
• Staffing: How to attract and retain skilled IT staff in public sector?
 Using outsourcing services
• How to assure long-term cooperation with IT partners?
• Public procurement issues:
Software development as a specific subject of the service procurement;
• Keeping the balance between the capacity of the internal IT department
and outsourcing partners.

34. Lessons learned: SSeelleecctteedd (3)
PM is a Key to success
SBRA/Public sector Project constraints
Scope: Most flexible
Time: Least flexible
Resources: Flexible
Sufficient institutional capacity for PM is important at all levels:
 Agency / Ministry level
 Sectorial level
 National (Government) level – very hard to achive in developing countries!

35. GENERAL ADVICES FOR PRACTITIONERS
IN REFORMING REGISTRATION SYSTEM
  Prior to starting a radical reform such as reform of the business registration system,
and as early as possible, it is necessary TO ENSURE as wide as possible CONSENSUS
ON THE BASIC PRINCIPLES OF THE REFORM within the Government and interested
institutions.
  Since reform involves competencies of several ministries, it is necessary for the
Government to establish an INTER-MINISTERIAL BODY to follow up and coordinate the
overall reform, and to ensure consistency in the regulations and in the implementation of
the Action plan (for the particular reform and for the broader programs).
  All agencies involved in the reforms should provide sufficient institutional capacity not
only for their internal changes, but also for interoperability (“shared services”) projects.
  Do not expect from the technology to resolve key issues in the public sector projects!
It will just help you to achieve the best possible results, if the approach was right.
  The same rules apply not only in the initial stage of the reform, but also in all the
following major stages of reform (as it was presented in all SBRA developmental stages).
 .
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36. THANK YOU FOR YOUR ATTENTION!
bdobrosavljevic@apr.gov.rs
www.apr.gov.rs