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Digital Transformation in a country with a history of bureaucracy

By Platform
Person typing on a laptop

The Policy Learning Platform conducted a matchmaking for the government of Bosnia Herzegovina, on 05 June 2024.  The government  of Bosnia Herzegovina requested some on advice on the challenge of the digital transformation in a country with heavy bureaucracy

Objective of the matchmaking

The government administration of Bosnia Herzegovina, along with the entire country, has been suffering from heavy bureaucracy that hampers efficiency. Among the main obstacles are the absence of streamlined processes, comprehensive databases, and one-stop shops with centralised information.  

The matchmaking session benefited from the insights and experiences of peers from Ukraine and Finland. By addressing related challenges, proposing effective solutions, sharing good practices, and offering practical suggestions, the session helped the Government of Federation of Bosnia and Herzegovina for European Integration take a step toward a more efficient and digitalised public sector.  

Main Policy Challenge

1) What are the solutions (software and platforms) for sharing decision-making documents and procedures in a seamless and safe way – especially in the framework of the European integration process? 

2) How to coordinate among different government levels on the management, funding, implementation and maintenance of such solutions?  

Horizontal topic: resistance to change of public servants and organisations 



  • Emir Hrustanović, Office of The Government of Federation of Bosnia and Herzegovina for European Integration  

Matchmaking Peers

  • Sofia Petkova and Kateryna Molnar, Ministry of Digital Transformation of Ukraine 


Key insights
  • Different levels to improve and streamline processes and encourage a more coordinated workflow to amend documents. Consider data management, protection, privacy, and security issues to ensure a robust and secure digital environment. 

  • Simplification and Overcoming challenges: Address resistance and fears of technology, overcome infrastructure gaps and the digital divide. Moreover, conduct thorough needs assessment and cost-benefit analysis and hold regular in-person or online meetings to increase digital skills within public servants and encourage more coordinated communication. 

  • E-governance and Strategy development: Design regulatory roadmaps to integrate standards, including EU standards, and establish private-public partnerships to support digital transformation. Transition from paper-based to e-based procedures and from network drives to shared systems, considering legislative issues, such as compliance with foreign licenses. Moreover, identify potential external funding sources and build trust among stakeholders to set common goals. 

  • Continuous improvement and Digital solutions uptake: Establish positions such as Chief Digital Transformation Officer and Chief Learning Officer to oversee regular meetings, drive continuous improvement, focus on capacity building, and enhance digital skills. Collaborate with external ecosystems to further develop digital solutions, foster innovation and practical problem-solving. 

Public sector