WE ARE RUNNING BEFORE WE CAN WALK Digital Ministry of Interior presentation: Citizens still at the counter!

By: A. Čorbo-Zećo

The Sarajevo Canton has gained the ability to electronically issue CIPS certificates through the eDokumenti – CIPS service. The Ministry of Internal Affairs of the Sarajevo Canton and the IDDEEA Agency are announcing this as a revolutionary step towards the digitalization of public administration, while citizens remain skeptical, and rightly so.

Officials praise the novelty; citizens residing in the Sarajevo Canton who possess a qualified electronic signature can submit a request via computer or mobile phone and receive an electronically signed PBA3 form.

Minister Admir Katica describes this day as the beginning of the end of queues at MUP (Ministry of Internal Affairs) counters and the beginning of a modern era of digitized administration. And the fact that we are far from that is evident from the queues for collecting new health cards!

IDDEEA Director Almir Badnjević emphasizes that the service is among the most complete digital services in Bosnia and Herzegovina and appeals to banks, telecom operators, and other institutions to accept electronic certificates.

However, when the promotional cellophane is removed, the question remains: how much will this “progress” actually make citizens' lives easier?

First, there is the problem in practice. Although electronic CIPS is available, the printed version of the document is not valid. This means that if citizens need a certificate for scholarships, social assistance, or veteran benefits, they still have to physically submit documents at the counter. In other words, the entire idea of an electronic service loses its meaning when institutions still require paper.

Second, focusing on electronic CIPS seems like rushing with technological solutions before basic administrative problems are resolved. Instead of simplifying and modernizing key processes, attention is focused on the digital format of the document, which, in current practice, does not bring real benefit to citizens.

Third, eDokumenti – CIPS imposes additional requirements: citizens must have a qualified electronic signature deposited with IDDEEA, which involves additional steps, education, and potential costs. It is unclear how easily the average citizen will truly be able to access this service.

But, it is most important for the authorities that, as Edin Forto once said, they have declared war on CIPS.

Critics point out that such initiatives, although technically impressive, often serve more for the promotion of digitalization than for the actual improvement of citizens' lives. While the authorities boast about new services, citizens' everyday problems remain unresolved – queues, complicated counters, and outdated bureaucratic processes still exist.

Ultimately, electronic CIPS is a step forward on paper, but in reality, we are still walking slowly. As our people say, the tongue is faster than the mind.

While the talk is about the digital revolution and the modernization of public administration, citizens continue to waste time and energy on procedures that digitalization has not managed to completely replace. Perhaps it is indeed time for the authorities to stop running before they learn to walk.