Good afternoon,

Dear Minister Pribilovic, dear partners and guests,

·        The digitalization has placed technology at the heart of how our societies are being developed. The transformative potential of new technologies – be it mobile connectivity, artificial intelligence, big data and Internet of Things – is undeniable. We see it every day – from something so basic such as paying our parking lot or something as complex as computer algorithm driven analytics informing major financial investments.

·        However, harnessing the immense potential of digitalisation is not automatically guaranteed. The ultimate success of digital transformation will be measured by the extent to which it will contribute to the development, driven not only by the economic growth, but also by better social outcomes and reduced environmental degradation.

·        An important indicator of the digitalization of a society is the development of e-government, which provides faster, more responsive and user-friendly services to citizens.

·        The EU funded project implemented by UNDP “Support to the creation of a more transparent, efficient and service-oriented public administration” supports the implementation of the Public Administration Reform Strategy – concretely, the objectives related to provision of services, civil service system and human resources management.

·        Expectations of citizens and business community from the provision of services by the government are straightforward: they expect services to be available 24/7, easy to find, understandable, delivered fast and affordable. However, as we will hear later from the presentation – context – in which e-government services are rolled out does matter. More nuanced understanding of clients’ readiness to change and engage with the government e-services are key in achieving the envisaged transformation.

·        Countries and governments around the world are striving to deliver best digital solutions in order to provide best services to their citizens.  From introduction of electronic identification cards that are being used to pay taxes, access online social services or vote, to introduction of ‘one-stop service hubs’ enabling citizen’s access to all electronic services the government offers. Some of these are already, or soon to become, a reality also in Montenegro.

·        However, let’s remember that not everyone has the same starting position. While 75% of Montenegrins use internet, the progress has not been spread equally. It’s estimated that only 30-45% of people above 60 years use internet. While the gap in internet take up by different age groups is to be expected, it is not inevitable. In Finland, for example, close to 80% of people older than 60 use internet. In this regard, the roll-out of any government digitalisation strategy needs to pursue a two-pronged approach of: increasing the number of digitally available services, while at the same time managing the risks of further exclusion of certain vulnerable groups. This is the challenge that the Sustainable Development Goals and their underlying principle of leaving no one behind expects us to step up to. I trust that the IPSOS agency presentation of the results of Survey among citizens and businesses on e-services will provide further insights into managing these risks.

·        Let me conclude by thanking the EU for their support in this endeavour and reiterate that through our partnership UNDP stands ready to continue advancing public service delivery and e-governance in Montenegro.