Survey on the use and attitudes towards e-services among citizens and businesses in Montenegro

Nov 14, 2019

The research on the attitudes towards and the use of e-services among citizens and businesses in Montenegro shows dramatic differences between citizens and businesses. Thus, these findings present source for evidence-based policy making with regards to the service delivery towards different categories of users, taking into consideration demographic characteristics, skills of users and type of services used by citizens and businesses.

This research has been conducted by IPSOS for the purposes of the project “Support to the creation of a more transparent, efficient and service-oriented public administration“ which is funded by the European Union and implemented by UNDP in cooperation with the Ministry of Public Administration.


  • Just over three-quarters of citizens of Montenegro have the opportunity to use the Internet at home, while as many as one-fifth do not have access to the Internet in their households.
  • As many as one-third of Montenegrin citizens have never heard of electronic services.
  • Slightly less than three-quarters of citizens, are satisfied with the quality of public administration services in Montenegro, while one-fifth report their dissatisfaction. When it comes to businesses, the levels of satisfaction with the quality of public administration services differ dramatically from those reported by citizens: vast majority (95%) of businesses are satisfied with the services provided by public administration.
  • Traditional public administration services remain preferred over e-services among citizens regardless of whether they cost the same or e-services are cheaper – over 60% of citizens still opt for the traditional ones, while three-quarters of businesses opt for e-services, regardless of whether their price is the same as traditional services or lower. 

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