Annual Update 2018 VNG International

‘The project helped us to organise our IT in a more structured way. This is needed to improve our services to citizens. Also, the project ‘forces’ us to be more cooperative with other departments and government institutions. We are aware that we need to work together to achieve better results.’

Genc Hamzaj

IT Manager



improving Access to Basic Services

by strengthening local government

Featured Project


EU Twinning project



> The Civil Registration Agency (CRA) is responsible for maintaining the quality of the civil registration in Kosovo, for the personalisation of passports and ID-cards, and for registering vehicles and issuing driving licenses. As such CRA enables services to citizens who apply for civil status documents, identity cards, passports, driving licenses and vehicles registration. In the previous years, the CRA has improved the quality of data and delivery of service drastically with the implementation of the new Central Civil Status Register in 2013. In order to improve further on service delivery to citizens, governmental institutions and other users of civil and vehicle data, a number of challenges have been identified. Those form the starting point for the EU Twinning project.



Results, linked to each of the five challenges include:

  • In the first 9 months, a strategy document for the structure and management approach of the CRA has been prepared and approved and frameworks for performance and risk management have been prepared;
  • On the basis of an assessment, recommendations to increase the IT capacity and to introduce best practices for IT management have been formulated. The introduction of electronic services will make the IT department crucial for achieving the results;
  • There is now strengthened awareness that in order to make services more client friendly, the introduction of e.g. internet services, an appointment system for the local offices, SMS-notifications when documents expire and easier payment options for citizens, are useful steps to develop;
  • In view of the ambition to assure that civil registration data and vehicle data is managed and used according to the principle ‘register once, use many times’, the project identified that the connection between citizen data and address data would bring huge benefits;
  • Aiming to improve registration and other processes within the CRA mandate, one result is the forming of an informal working group with the CRA and NGOs, which has started to discuss improved registration of minorities in Kosovo.