Context
In 2017, the Serbian government set digitalisation as one of its priorities. New legislation was aligned with European standards, aiming to make electronic transactions as legally sound as paper-based ones. A key challenge was the lack of widely available and user-friendly electronic identification (eID) methods. Existing options were either insecure passwords or complex, expensive qualified certificates requiring specialised hardware. This limited digital service adoption.
Recognising this hurdle, the Office for IT and eGovernment of Serbia (ITE Office) embarked on an initiative to make eIDs more accessible and user-friendly. Their goal was to create a secure, trustworthy and easy-to-use eID system, fostering wider adoption of digital services.
Objectives
The eID project addressed several key objectives. First, it aimed for robust security based on internationally recognised standards. This ensured trust and interoperability for both domestic and cross-border digital services. Second, user-centric design was paramount. The project prioritised a user-friendly eID portal and eID tools, ensuring a smooth and intuitive experience. Third, universal access was crucial. The project aimed to provide eIDs and cloud signatures free of charge to every citizen over 16 and any foreign national with residency in Serbia. This included offering registration and eID options at over 1 000 physical locations across the country, in addition to online registration. Furthermore, the project aimed for efficiency and cost savings by establishing a common eID infrastructure reusable by the entire public administration. Finally, it prioritised mobile-based eIDs to meet user needs for on-the-go access and signing capabilities.
Implementation
The ITE Office adopted a cautious and data-driven approach. Rather than a large, risky roll-out, they implemented the eID architecture incrementally based on user research, business analysis and feedback. This allowed for continuous improvement throughout the process.
In February 2020, a national eID portal supporting single sign-on was launched. This streamlined navigation across government websites and portals. User-friendly registration procedures were introduced, aligned with European standards and offering multichannel options. Users could register online, at physical locations or leverage existing qualified certificates.
Following extensive user research, a mobile ID with qualified cloud signature capability was introduced in June 2020 and upgraded in 2021. Additionally, a web application for cloud signing was developed, allowing users to upload, sign, store and download signed documents. By September 2021, the national conformity assessment body officially approved the cloud signature service, solidifying its security and trustworthiness.