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Automation and control applications in developing regions: An industry perspective of emerging technologies and challenges
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ScienceDirect IFAC PapersOnLine 52-25 (2019) 568–572
Automation and control applications in developing regions: An industry Automation and control applications in developing An industry perspective of emerging technologies and regions: challenges Automation and control applications in developing developing regions: An industry industry Automation and control applications in regions: An perspective of emerging and challenges Surveys of technology projects regardingtechnologies e-citizen services and smart city approach perspective of emerging technologies and challenges perspective of emerging and challenges Surveys of technology projects regardingtechnologies e-citizen services and smart city approach Surveys of of technology technology projects projects regarding regarding e-citizen e-citizen services services and and smart smart city city approach approach Surveys Albert Aliu* Aliu*(e-mail: [email protected]). *PBC sh.p.k., Prishtinë, RepublicAlbert of Kosovo, Aliu* *PBC sh.p.k., Prishtinë, RepublicAlbert of Kosovo, Albert Aliu*(e-mail: [email protected]). *PBC sh.p.k., Prishtinë, Republic of Kosovo, *PBC sh.p.k., Prishtinë, Republic of Kosovo, (e-mail: (e-mail: [email protected]). [email protected]). Abstract: Developing regions tend to embrace emerging technologies through innovative approaches Abstract: Developing regions tend to embrace and emerging technologies through innovative approaches which are fostering better government-to-citizen citizen-to-government services. Main obstacles are Abstract: Developing regions tend to emerging technologies through innovative approaches Abstract: Developing regions tend to embrace embrace and emerging technologies through innovative approaches whichduring are fostering better government-to-citizen citizen-to-government services. MainTherefore, obstacles are faced the implementation and post-implementation process of information systems. this which are better and services. Main obstacles are which are fostering fostering better government-to-citizen government-to-citizen and citizen-to-government citizen-to-government Main obstacles are faced during the and post-implementation process information systems. Therefore, this paper surveys theimplementation implementation of projects regarding e-kiosk andofsmart cityservices. approach from an industry faced during the implementation and post-implementation process of information systems. Therefore, this faced during the implementation and post-implementation process of information systems. Therefore, this paper surveys the implementation of projects regarding e-kiosk and smart city approach from an industry perspective, by a having a closer look at the implementation and post-implementation activities taken by paper surveys the implementation of regarding e-kiosk smart city approach from an industry surveys the implementation of projects projects regarding and smart approach from an taken industry perspective, a having a closer at theinimplementation andand post-implementation activities by apaper company inbyKosovo which was look involved the wholee-kiosk process. There arecity more than forty e-Kiosks and perspective, by a having a closer look at the implementation and post-implementation activities taken by perspective, by a having a closer look at the implementation and post-implementation activities taken by atwo company in Kosovo which was involved in the whole process. There are more than forty e-Kiosks and smart city solutions by the same entity in Kosovo, where the keynote researcher is engaged in fullaatwo company in Kosovo which was involved in the whole process. There are more than forty e-Kiosks and company in Kosovo which was involved in the whole process. There are more than forty e-Kiosks and smart city solutions by the same entity in Kosovo, where the keynote researcher is engaged in fulltime basis, which created the opportunity to analyze the whole process in details, starting from the initial two city solutions same entity Kosovo, keynote researcher is fulltwo smart solutions by the same entity in Kosovo, where the keynote researcher is engaged engaged ininitial fulltime smart basis, which createdby thethe opportunity to in analyze the where whole the process in details, starting from thein order until city the post-implementation process. time basis, which created the opportunity to analyze the whole process in details, starting from the initial time which created the opportunity to analyze the whole process in details, starting from the initial orderbasis, until the post-implementation process. order until post-implementation process. This contributes to the academic society by giving real industry illustrations in regards to the order paper until the the post-implementation process. This paper contributes to the during academic society by givingofreal industry systems illustrations in regards to the barriers and challenges faced the implementation information in different contexts, This contributes to the academic society by giving real industry illustrations in to This paper paper contributes to the during academic society industry illustrations in regards regards to the the barriers and challenges faced implementation ofreal information systems different contexts, including cultural context, resistance tothe change byby thegiving end user which sometimes areinputting an emerging barriers and challenges faced during the implementation of information systems in different contexts, barriers and challenges faced during the implementation of information systems in different contexts, including cultural context, resistance to change by the end user which sometimes are putting an emerging system in a fail process. including context, including cultural context, resistance resistance to to change change by by the the end end user user which which sometimes sometimes are are putting putting an an emerging emerging system in cultural a fail process. system in a fail process. Furthermore, detailed methodology regarding post-implementation approach was presented on this system in a faila process. Furthermore, methodology regarding or post-implementation approachsystems was presented on this paper in order atodetailed overcome potential implications non-usage of implemented by the end-users Furthermore, aatodetailed methodology regarding post-implementation approach was presented on Furthermore, detailed methodology regarding post-implementation approach was presented on this this paper in order overcome potential implications or non-usage of implemented systems by the end-users which are targeted by the emerging technologies. paper in order to overcome potential implications or non-usage of implemented systems by the end-users paper to overcome potentialtechnologies. implications or non-usage of implemented systems by the end-users which in areorder targeted by the emerging which targeted by emerging technologies. © 2019,are IFAC (International Federation of Automatic Control) Hosting business by Elsevier Ltd. All rights reserved. Keywords: automation, regions, emerging technologies, systems which are targeted by the thedeveloping emerging technologies. Keywords: automation, developing regions, emerging technologies, business systems Keywords: technologies, Keywords: automation, automation, developing developing regions, regions, emerging emerging technologies, business business systems systems is on South East Europe approach, especially Kosovo and 1. INTRODUCTION is on South East Europe approach, especially Kosovo and Albania in regards to e-Services. 1. INTRODUCTION is on South East Europe approach, especially Kosovo and is on South East Europe approach, especially Kosovo and Albania in regards to e-Services. 1. INTRODUCTION the paths of other Regions which are geographically located in different parts of Countries of South East Europe followed 1. INTRODUCTION Albania in regards to e-Services. Albania in regards to e-Services. Countries of South East Europe followed the paths of other Regions which are geographically located in different parts of European Union states when it comes to strategies and steps the World perceive new technological trends differently. In Countries of South East Europe followed the paths of other Regions which are located in different parts of of their South Eastwhen Europe followed the pathsand of other European Union states it comes to strategies steps Regions which are geographically geographically located in parts of the World perceive new regions technological trends differently. In Countries to transform processes. this regard, developing usually aredifferent the ones who European Union states when the World perceive new technological trends differently. In Union when it it comes comes to to strategies strategies and and steps steps to transform theirstates processes. the World perceive new regions technological trends differently. In European this regard, developing usually are the ones who embrace the new technologies in a faster way, adding here to transform their this regard, developing regions usually are the ones who their processes. processes. this regard, developing are the ones who embrace the new technologies in usually a faster way, adding here 2.1.transform e-Government concept the young population andregions willingness to learn new things. In to embrace the new technologies in a faster way, adding here 2.1. e-Government concept embrace the new technologies in a faster way, adding here the young and willingness learn new things. In this way, population government-to-citizen and tocitizen-to-government 2.1. e-Government concept the young population and willingness to learn new things. In 2.1. e-Government concept the young population and willingness to learn new things. In this way, government-to-citizen and citizen-to-government The concept of e-Governance dates back to 90s, when it was services tend to be implemented through change management this way, government-to-citizen and citizen-to-government The concept of e-Governance dates back toKingdom 90s, when it1999. was this way, government-to-citizen and citizen-to-government services tend to be implemented through change management firstly introduced as an idea in the United in it as process of digitalization (Reynolds & Holwell, 2010). The concept of e-Governance dates back to 90s, when was services tend to be implemented through change management The concept of e-Governance dates back to 90s, when it was firstly introduced as an idea in the United Kingdom in 1999. services tend to be implemented through change management as process of digitalization (Reynolds & Holwell, 2010). The first sign of e-Governance was the central government The current paper gives hints and issues which are faced firstly introduced as an idea in the United Kingdom in 1999. as process of paper digitalization (Reynolds & introduced as an idea in the United Kingdom in 1999. The first sign of e-Governance was the which central government as process digitalization (Reynolds & Holwell, Holwell, 2010). The current gives hints and issues which2010). areprocess faced firstly web site in England, 'open.gov.uk’, helped and during the of implementation and post-implementation The first sign of e-Governance was the central government The current paper gives hints and issues which are faced The first sign of e-Governance was the central government web site in England, 'open.gov.uk’, which helped and The different current paper gives hints and issues faced directed Internet users to connect to the web pages of some during the implementation andsystems post-implementation process of information fromwhich an are industry web site in England, 'open.gov.uk’, which helped and during the implementation and post-implementation process web site in England, 'open.gov.uk’, which helped and directed Internet users to connect to the web pages of some during the implementation post-implementation process of different systems fromthatan have industry or government agencies. perspective, by information analyzing and several projects been departments directed Internet users to to pages of information systems from an industry directed users to connect connect to the the web web (e-Governance) pages of of some some departments or government agencies. of different differentby information systems fromthat an have industry perspective, analyzing several projects been The mainInternet purpose of electronic government implemented during the past years, by having a closer look at departments or government agencies. perspective, by analyzing several projects that have been departments or government agencies. The main purpose of electronic government (e-Governance) perspective, by analyzing several projects that have been implemented during and the past years, by having aactivities closer look at is to provide services of government institutions (Ziemba, the implementation post-implementation of eThe purpose of government (e-Governance) implemented during and the years, by closer at main purpose of electronic electronic (e-Governance) is tomain provide services of government institutions (Ziemba, implemented the past past years, by having havinginaaactivities closer look look at The the implementation post-implementation of e2016) through information and government communication technology Kiosks in the during region and smart city solutions Kosovo. is to provide services of government institutions (Ziemba, the implementation and post-implementation activities of eto provide services of government institutions (Ziemba, 2016) through information and communication technology the implementation post-implementation Kiosks in the region and smart city solutions inactivities Kosovo. of e- is (ICT) to citizens and businesses. With the application of e2016) through information and communication technology Kiosks in the region and smart city solutions in Kosovo. 2016) through information and communication technology (ICT) to citizens and businesses. With the application of eKiosks in the region and smart city solutions in Kosovo. government, the mentioned parties, as well as the government 2. COUNTRY WIDE STRATEGIES FOR E-SERVICES (ICT) to citizens and businesses. With the of (ICT) to and theasapplication application of eegovernment, the mentioned parties,With as well the information, government 2. COUNTRY WIDE STRATEGIES FOR E-SERVICES itself, arecitizens engaged in businesses. exchanging transactions, government, the mentioned parties, as well as the government 2. COUNTRY WIDE STRATEGIES FOR E-SERVICES government, the mentioned parties, as well as the government itself, are engaged in exchanging transactions, information, 2. COUNTRY WIDE STRATEGIES FOR E-SERVICES and integrating different independent Twenty first century brought to humanity a different way of communicating, itself, are engaged in transactions, information, arethus engaged in exchanging exchanging transactions, information, communicating, and integrating different independent systems, improving public service standards (Guijarro, Twenty first century broughterato humanity a fostering different way of itself, life, mainly the digital which is better communicating, and integrating different independent Twenty first century brought to humanity a different way of communicating, and integrating different independent systems, thus improving public service standards (Guijarro, Twenty firstamong century broughtera to humanity different way of 2007). life, mainly the societies. digital which is a fostering better interaction This transformation has affected systems, thus improving public service standards (Guijarro, life, mainly the digital era which is fostering better systems, thus improving public service standards (Guijarro, 2007). region of South East Europe started to embrace such life, mainly the societies. digital era which fostering better interaction among This transformation has affected not only individuals, but at the same timeis has remodeled the The 2007). interaction among This transformation has affected The regionbyofadopting South East embrace such approach the Europe models started used intoother European interaction among societies. societies. This transformation has not individuals, but at the time remodeled the 2007). wayonly an organization works, as same well as thehas mode ofaffected service The region of South East Europe started to embrace such not only individuals, but at the same time has remodeled the The region of South East Europe started to embrace such approach by adopting the models used in other European countries of Europe after the first decade of the new not only individuals, but at the same time has remodeled the way an organization works, as well as the mode of service delivery by governments (Kumar & Best, 2006) to their approach by adopting the models used in other European way an organization works, as well as the mode of service approach by adopting the models used in other European countries of Europe after the first decade of the new millennium. way an organization works, as well as the mode of service delivery by governments (Kumar & Best, 2006) to their citizens and businesses. Therefore, the focus of current paper countries of Europe after the first decade of the new delivery by governments (Kumar & Best, to their of Europe after the first decade of the new millennium. delivery by businesses. governments (Kumar the & focus Best, of2006) 2006) to paper their countries citizens and Therefore, current millennium. citizens citizens and and businesses. businesses. Therefore, Therefore, the the focus focus of of current current paper paper millennium. 2405-8963 © 2019, IFAC (International Federation of Automatic Control) Hosting by Elsevier Ltd. All rights reserved. Peer review under responsibility of International Federation of Automatic Control. 10.1016/j.ifacol.2019.12.607
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In case of Kosovo, the main influence was coming from countries like Estonia and Denmark, which was observed especially while the e-government strategy 2009 – 2015 (Government of Kosovo, 2008) and interoperability framework were drafted. 2.2. e-Government countries
and
interoperability
in
3. RESEARCH METHODOLOGY
2.3. The need for e-Citizen services The researcher is part of a private entity which deals with high-end solutions for the region of Western Balkans and Europe. In this way, during the last ten years different strategies, action plans and documents were analyzed thoroughly by the researcher and his peers in order to oversee the roadmap and trends of the countries of Western Balkans, especially with the so-called e-Kiosks which provide services to citizens and businesses 24/7. Therefore, it can be stated that the entity where the researcher is part of, currently implemented the vast majority of eKiosks in Kosovo and Albania as it can be seen on the table below: Table 1. Summary of e-Kiosks implementation eKiosks implementation in Kosovo and Albania by PBC Description e-Kiosks in Kosovo e-Kiosks in Albania
solutions used by two municipalities, with the main parts as follows: - Smart Phone Applications, such as iOS and Android, - Responsive Web Application for smart phones. - Web application for management and application by municipal officials.
transition
Countries that reached the new millennium being in transition and post-conflict periods are rated quite low in terms of using technology. In Kosovo, during the transition period the United Nations Mission in Kosovo was in charge to draft rules and regulations and to setup the infrastructure for the information and communication technology country wide, which afterwards was followed by the laws, regulations and action plans of Kosovo as an independent state. In this way, the conceptual framework started to take place and nine laws in regards to information and communication technology and e-services were enforced, including here the interoperability framework based on e-strategy 2009-2015 and action plan. It is worth mentionioning that some of the advanced information systems in different institutions created the basis of innovative systems which can interact with each other, which is not found in the case of Macedonia where systems are decentralized (Dimitrijoska et al. 2016) and in Albania it was done only after e-Albania was implemented.
Nr. 1. 2.
569
Quantity 34 10
The main aim of e-Kiosk is to overcome the barriers and queues at the municipalities by offering direct access to the services which are offered for by government to citizens and businesses. In addition, as a need to increase the performance, transparency, accountability and cooperation with its citizens, different municipalities started to think of using smart city solutions. Currently in Kosovo there are basic smart city
The current paper focuses on a mixed methodology of primary and secondary data. In terms of primary data, data gathering was done by the researcher through his engagement in ICT industry during the last ten years, mainly regarding ecitizen services and smart city approach from an industry perspective. In addition, the researcher used secondary data from institutions within the respective countries as well as from different academic papers published in online libraries. 4. DISCUSSION 4.1. Implementation of e-kiosks Most of the municipalities within Kosovo followed the egovernment strategy and state action plan in order to foster easier access for citizens of Kosovo through e-services. It is worth mentioning that different municipalities used the approach of co-funding with international entities such as USAID and CDF (USAID). Moreover, in Kosovo the central registry system is centralized and the owner of the data is Ministry of Internal Affairs. Municipalities and Ministry of Internal Affairs drafted their memorandum of understanding to offer services through API to e-Kiosk. At the beginning of the process of first implementation in 2015, several services from civil registry were offered from the e-kiosks such as: -
Birth extract, Birth certificate, Marriage certificate, Residence certificate, Citizenship Certificate,
And on later stages e-kiosks had also the possibility to provide other services, such as: - Property Tax Information - (Possibility to Print Invoices). - The possibility of electronically submitting applications to the municipality - The possibility of electronic submission of complaints by citizens. The first implementation drew the attention of media and other relevant stakeholders, which created a chain reaction for other municipalities within Western Balkans. An important diagonal can be drawn here when it comes to security and data privacy, where the quality assurance team at the implementing company created an approach of interaction
570
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of e-services on which no personal data are saved locally on e-Kiosks, in other words everything is erased when a person takes the certificate from the e-kiosk. It is worth mentioning that all e-services including the ambiental sensors are build in-house by the vendor and only hardware parts are imported.
Fig. 1. e-Kiosk service for less than 30 seconds (Komuna e Gjilanit, 2016) Furthermore, this product based on price/quality ratio was considered as the value proposition for customers, since the return on investment for municipalities was quite fast, especially municipalities which have a lot of inhabitants who live abroad and mainly they use e-kiosks during the summer period. On the other side, it is worth to mention that the product itself, except the hardware, is designed and manufactured in Kosovo. The success story of e-Kiosk implementation received a lot of attention from academics such as Stapleton (2018) who presented and published the concept of the multipurpose devices as well as the attention from USAID (2017) who considered the implementation of e-Kiosks as success story for easier access to vital records in Kosovo. The attention that was given provided for the possibility of expanding the services of e-Kiosks in Albania as well. In this way, since 2017 eKiosks were implemented in ten locations of Tirana Municipality, where more than 60% of services of Tirana Municipality are given through e-Kiosk (eKiosk Tirana, 2017).
in different municipality services. What was quite interesting during the implementation of e-Kiosks in Albania was the fact that some of the e-services through API are more centralized given by the specific institutions which was hindering the process of implementation due to bureaucratic procedures. This situation was overcome by the direct inputs of the IT department of the municipality. At the moment, eKiosks in Tirana offer forty-seven out of seventy services which are offered by the municipality in the traditional way. Another important context which impacted a lot during the implementation was the cultural context, where despite the fact that the mother tongue in Albania is the same, there are quite big differences in expression and understanding each other, which in other words was delaying the implementation on some occasions. In line with the infrastructure, in comparison to the case of eKiosk in Kosovo, it can be stated that the governmental network within the institutions of Kosovo is quite well organized, which gave the possibility to overcome the bureaucratic procedures since most of the services are decentralized at local level. Further, with the implementation of e-Kiosks in both countries a similar response of non-acceptance of emerging technologies was perceived at the level of civil servants, in a way the resistance to change was seen as a mechanism to create an unstable idea to citizens regarding the e-Kiosks. 4.2. Implementation of smart city solutions Smart city solutions are considered as derivatives of eservices usage which are created with the main aim of enhancing the life of inhabitants of a particular territory and also fostering easier interaction with civil servants. A definition by Monzon (2015) states that: “Smart City represents innovation in city management, its services and infrastructures, a common definition of the term has not yet been stated” which explains that there is a necessity to have such solutions implemented in order to innovate management of facilities and services within a city through the usage of different applications and sensors to manage the city in a better way. In line with this, some municipalities in Kosovo dedicated their financial resources to draft the ideas on how to better foster the digitalization process in terms of implementation. For the purpose of this paper, the author will explain the implementation in two municipalities where the author was involved during the implementation process. Municipality of Gjilan and Prizren are the two municipalities who followed the approach of being the leaders on requesting the basic smart city with the following functions:
Fig. 2. Inauguration of eKiosk in Tirana (eKiosk.al) In addition, automation and control applications such as eKiosk solution increases citizen satisfaction by easier access
-
Smart Phone Applications, such as iOS and Android, Responsive Web Application for smart phones. Web application for management and application by municipal officials.
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These basic smart city solutions were created with the main potential benefit on enhancing quality of life at the residents’ level by giving them the chance to contact the decisionmaking authorities of the municipality at any time. Furthermore, the smart city solutions on its first implementation included information for touristic points with exact location and description, business of the municipalities, primary and secondary schools of municipality including details of the personnel at each school, kindergarten with all details on personnel, healthcare providers and their personnel as well as public officials including their experience and direct contact via smart city application. The whole solution is developed in modules, which gives the option to the municipalities in the near future to add other services, sensors, city cameras, data regarding the temperature and humidity for the purpose of interaction with citizens and on the other side in the near future the municipality can control its own resources better. A real case example which was shown to the municipalities as case study was the city of Dubrovnik, where they control all their resources from car parking to irrigation of parks and can be done easily in Kosovo as well increase the will to plan such investments in the near future. 4.3. Post-Implementation barriers and obstacles For the purpose of this paper, two main barriers and obstacles of the post-implementation period will be discussed: -
Management challenges Human challenges
4.3.1 Management challenges The implementation of the information systems, including ekiosks as well as smart city solutions is connected directly with the management of a particular institution. In this way, most of the entities who implemented the mentioned solutions dedicated their own financial sources to implement the products and some of them used other co-financing sources. However, it is worth to mention that the management buy-in is crucial when it comes to postimplementation period, since most of the municipalities consider the implementation of information systems as taken for granted and one-time payment, not having in mind that there are maintenance costs and after-sales services attached to the systems. In other words, there is no proper strategy for answering the question: “Where this specific solution will be after five years”. In addition, the implementation of new systems such as eKiosks and smart city solutions includes always the latest technological trends in terms of hardware and software techniques. In this way, as a post-implementation effect are considered the issues related to challenges on maintaining the systems (hardware and software). The technological challenges are again connected with management decisions
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since on some occasions the decisions to invest in maintaining them is taken by the management. 4.3.2. Human challenges The basic idea of using automation process in local level entities is the easier access to services for the citizens. However, this is a statement which is normally not accepted by the civil servants who work in such municipalities due to the fact that they consider such implementation with fear because of idea of job cutting with the digitalization process. Same challenges where faced during the implementation and post-implementation process in Kosovo and Albania. In addition, the average age of civil servants was quite a big challenge and a mayor difficulty during the implementation and post-implementation process, since in most of the entities these are people around 50s and are not very literate when it comes to technological developments. Furthermore, they are not well-trained to take on more responsibilities other than the usual ones, which is considered as a weak point of human competencies at municipalities. 4.4. Methodology to overcome post-implementation issues In order to overcome post-implementation issues, the entity where the researcher is engaged combines project management techniques which are delivered to end users at the last month of maintenance as a survey following at least the following questions: -
Did the implementation of the project solve the issues for which it was designed? How can the benefits received from the implemented project be further increased? Are there any lessons learned that can be shared for future project implementations?
The key questions above are divided with sub-sections that include other open questions to be answered from the decision making and ICT department managers in order to see their perception on next planned steps. For the purposes of this paper, the researcher was not able to get the consent of the senior management to share in detail the whole methodology. Those answers are analyzed afterwards and based on the future idea of the entity, a detailed approach is delivered to them including here the post-implementation costs which are attached in details based on software engineering approach. Through this approach, the entity where the researcher is engaged was able to overcome potential implications or nonusage of implemented systems by the end-users which are targeted by the emerging technologies. 5. CONCLUSION The main aim of the current paper was to provide first hand information about the automation and control application in
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developing regions by explaining in details the whole process of e-kiosk and smart city solutions implementation in Kosovo and Albania. With this in mind the paper analyzed the process of implementation, including the services which are included in both solutions. The digitalization process is re-shaping the idea of how citizens and businesses are obtaining services from the state entities. Therefore, it can be concluded that the e-kiosk and smart city solutions are a necessity to be implemented in order to be able to have a satisfied community by providing fast and easy access services through both types of information systems and these are considered to be a powerful tool to interact with their citizens and to have happier voters from the political context. In addition, the post-implementation methodology with certainty shows a path on overcoming potential implications or non-usage of implemented systems by the targeted end-users. REFERENCES Dimitrijoska, S., Trbojevik, S., & Bogoevska, N. (2016). Provision of Health and Social Services for Drug Addicts in the Republic of Macedonia. European Journal of Multidisciplinary Studies, 1(1),, pp. 112121. eKiosk Tirana. (2017). Retrieved from www.ekiosk.al Government of Kosovo. (2008). E-Government Strategy 2009 - 2015. Retrieved from http://map.rksgov.net/userfiles/file/Strategjit%C3%AB%20dhe%2 0Planet/e_Governance_Strategy_2009_2015_approv ed_on_12122008_en.pdf Guijarro, L. (2007). Interoperability frameworks and enterprise architectures in e-government initiatives in Europe and the United States. Government Information Quarterly, 24(1), pp. 89-101. Komuna e Gjilanit. (2016, 06). Buletin - Reviste Informative. Retrieved 05 29, 2017, from https://kk.rksgov.net/gjilan/getattachment/eecb08c9-653a-46a48545-732d54d67355/Buletini-janar-qershor2016.aspx Kumar, R., & Best, M. (2006). Impact and Sustainability of E-Government Services in Developing Countries: Lessons Learned from Tamil Nadu, Inda. Information Society 22(1), pp. 1-12. Monzon, A. (2015). Smart Cities Concept and Challenges Bases for the Assessment of Smart City Projects. international conference on smart cities and green ICT systems (SMARTGREENS), pp. 1-11. Reynolds, M., & Holwell, S. (2010). Introducing Systems Approaches In: Systems Approaches to Managing Change: A practical guide. Springer, pp. 1-23. Stapleton, L. (2018). New Hope through Advanced Control and Automation Systems: Delivering e-Citizen Services in a Post-Conflict, Transition Region - The Case of PBC and PASS. IFAC-PapersOnLine, volume 51, Issue 30, pp. 650-659. USAID. (2017, 04). Success Story: Accessing Vital Records in Kosovo Has Never Been Easier. Retrieved 05 28,
2017, from https://www.usaid.gov/sites/default/files/success/file s/Acessing_Vital_Records_in_Kosovo_Has_Never_ Been_Easier.pdf Ziemba, E. P.-H. (2016). Adopting state and local egovernment: Empirical evidence from poland. Proc Proceedings of the 16th European Conference on eGovernment, ed. by M. Dečman and T. Jukić, Slovenia , pp. 255-264.
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Automation and control applications in developing regions: An industry Automation and control applications in developing An industry perspective of emerging technologies and regions: challenges Automation and control applications in developing developing regions: An industry industry Automation and control applications in regions: An perspective of emerging and challenges Surveys of technology projects regardingtechnologies e-citizen services and smart city approach perspective of emerging technologies and challenges perspective of emerging and challenges Surveys of technology projects regardingtechnologies e-citizen services and smart city approach Surveys of of technology technology projects projects regarding regarding e-citizen e-citizen services services and and smart smart city city approach approach Surveys Albert Aliu* Aliu*(e-mail: [email protected]). *PBC sh.p.k., Prishtinë, RepublicAlbert of Kosovo, Aliu* *PBC sh.p.k., Prishtinë, RepublicAlbert of Kosovo, Albert Aliu*(e-mail: [email protected]). *PBC sh.p.k., Prishtinë, Republic of Kosovo, *PBC sh.p.k., Prishtinë, Republic of Kosovo, (e-mail: (e-mail: [email protected]). [email protected]). Abstract: Developing regions tend to embrace emerging technologies through innovative approaches Abstract: Developing regions tend to embrace and emerging technologies through innovative approaches which are fostering better government-to-citizen citizen-to-government services. Main obstacles are Abstract: Developing regions tend to emerging technologies through innovative approaches Abstract: Developing regions tend to embrace embrace and emerging technologies through innovative approaches whichduring are fostering better government-to-citizen citizen-to-government services. MainTherefore, obstacles are faced the implementation and post-implementation process of information systems. this which are better and services. Main obstacles are which are fostering fostering better government-to-citizen government-to-citizen and citizen-to-government citizen-to-government Main obstacles are faced during the and post-implementation process information systems. Therefore, this paper surveys theimplementation implementation of projects regarding e-kiosk andofsmart cityservices. approach from an industry faced during the implementation and post-implementation process of information systems. Therefore, this faced during the implementation and post-implementation process of information systems. Therefore, this paper surveys the implementation of projects regarding e-kiosk and smart city approach from an industry perspective, by a having a closer look at the implementation and post-implementation activities taken by paper surveys the implementation of regarding e-kiosk smart city approach from an industry surveys the implementation of projects projects regarding and smart approach from an taken industry perspective, a having a closer at theinimplementation andand post-implementation activities by apaper company inbyKosovo which was look involved the wholee-kiosk process. There arecity more than forty e-Kiosks and perspective, by a having a closer look at the implementation and post-implementation activities taken by perspective, by a having a closer look at the implementation and post-implementation activities taken by atwo company in Kosovo which was involved in the whole process. There are more than forty e-Kiosks and smart city solutions by the same entity in Kosovo, where the keynote researcher is engaged in fullaatwo company in Kosovo which was involved in the whole process. There are more than forty e-Kiosks and company in Kosovo which was involved in the whole process. There are more than forty e-Kiosks and smart city solutions by the same entity in Kosovo, where the keynote researcher is engaged in fulltime basis, which created the opportunity to analyze the whole process in details, starting from the initial two city solutions same entity Kosovo, keynote researcher is fulltwo smart solutions by the same entity in Kosovo, where the keynote researcher is engaged engaged ininitial fulltime smart basis, which createdby thethe opportunity to in analyze the where whole the process in details, starting from thein order until city the post-implementation process. time basis, which created the opportunity to analyze the whole process in details, starting from the initial time which created the opportunity to analyze the whole process in details, starting from the initial orderbasis, until the post-implementation process. order until post-implementation process. This contributes to the academic society by giving real industry illustrations in regards to the order paper until the the post-implementation process. This paper contributes to the during academic society by givingofreal industry systems illustrations in regards to the barriers and challenges faced the implementation information in different contexts, This contributes to the academic society by giving real industry illustrations in to This paper paper contributes to the during academic society industry illustrations in regards regards to the the barriers and challenges faced implementation ofreal information systems different contexts, including cultural context, resistance tothe change byby thegiving end user which sometimes areinputting an emerging barriers and challenges faced during the implementation of information systems in different contexts, barriers and challenges faced during the implementation of information systems in different contexts, including cultural context, resistance to change by the end user which sometimes are putting an emerging system in a fail process. including context, including cultural context, resistance resistance to to change change by by the the end end user user which which sometimes sometimes are are putting putting an an emerging emerging system in cultural a fail process. system in a fail process. Furthermore, detailed methodology regarding post-implementation approach was presented on this system in a faila process. Furthermore, methodology regarding or post-implementation approachsystems was presented on this paper in order atodetailed overcome potential implications non-usage of implemented by the end-users Furthermore, aatodetailed methodology regarding post-implementation approach was presented on Furthermore, detailed methodology regarding post-implementation approach was presented on this this paper in order overcome potential implications or non-usage of implemented systems by the end-users which are targeted by the emerging technologies. paper in order to overcome potential implications or non-usage of implemented systems by the end-users paper to overcome potentialtechnologies. implications or non-usage of implemented systems by the end-users which in areorder targeted by the emerging which targeted by emerging technologies. © 2019,are IFAC (International Federation of Automatic Control) Hosting business by Elsevier Ltd. All rights reserved. Keywords: automation, regions, emerging technologies, systems which are targeted by the thedeveloping emerging technologies. Keywords: automation, developing regions, emerging technologies, business systems Keywords: technologies, Keywords: automation, automation, developing developing regions, regions, emerging emerging technologies, business business systems systems is on South East Europe approach, especially Kosovo and 1. INTRODUCTION is on South East Europe approach, especially Kosovo and Albania in regards to e-Services. 1. INTRODUCTION is on South East Europe approach, especially Kosovo and is on South East Europe approach, especially Kosovo and Albania in regards to e-Services. 1. INTRODUCTION the paths of other Regions which are geographically located in different parts of Countries of South East Europe followed 1. INTRODUCTION Albania in regards to e-Services. Albania in regards to e-Services. Countries of South East Europe followed the paths of other Regions which are geographically located in different parts of European Union states when it comes to strategies and steps the World perceive new technological trends differently. In Countries of South East Europe followed the paths of other Regions which are located in different parts of of their South Eastwhen Europe followed the pathsand of other European Union states it comes to strategies steps Regions which are geographically geographically located in parts of the World perceive new regions technological trends differently. In Countries to transform processes. this regard, developing usually aredifferent the ones who European Union states when the World perceive new technological trends differently. In Union when it it comes comes to to strategies strategies and and steps steps to transform theirstates processes. the World perceive new regions technological trends differently. In European this regard, developing usually are the ones who embrace the new technologies in a faster way, adding here to transform their this regard, developing regions usually are the ones who their processes. processes. this regard, developing are the ones who embrace the new technologies in usually a faster way, adding here 2.1.transform e-Government concept the young population andregions willingness to learn new things. In to embrace the new technologies in a faster way, adding here 2.1. e-Government concept embrace the new technologies in a faster way, adding here the young and willingness learn new things. In this way, population government-to-citizen and tocitizen-to-government 2.1. e-Government concept the young population and willingness to learn new things. In 2.1. e-Government concept the young population and willingness to learn new things. In this way, government-to-citizen and citizen-to-government The concept of e-Governance dates back to 90s, when it was services tend to be implemented through change management this way, government-to-citizen and citizen-to-government The concept of e-Governance dates back toKingdom 90s, when it1999. was this way, government-to-citizen and citizen-to-government services tend to be implemented through change management firstly introduced as an idea in the United in it as process of digitalization (Reynolds & Holwell, 2010). The concept of e-Governance dates back to 90s, when was services tend to be implemented through change management The concept of e-Governance dates back to 90s, when it was firstly introduced as an idea in the United Kingdom in 1999. services tend to be implemented through change management as process of digitalization (Reynolds & Holwell, 2010). The first sign of e-Governance was the central government The current paper gives hints and issues which are faced firstly introduced as an idea in the United Kingdom in 1999. as process of paper digitalization (Reynolds & introduced as an idea in the United Kingdom in 1999. The first sign of e-Governance was the which central government as process digitalization (Reynolds & Holwell, Holwell, 2010). The current gives hints and issues which2010). areprocess faced firstly web site in England, 'open.gov.uk’, helped and during the of implementation and post-implementation The first sign of e-Governance was the central government The current paper gives hints and issues which are faced The first sign of e-Governance was the central government web site in England, 'open.gov.uk’, which helped and The different current paper gives hints and issues faced directed Internet users to connect to the web pages of some during the implementation andsystems post-implementation process of information fromwhich an are industry web site in England, 'open.gov.uk’, which helped and during the implementation and post-implementation process web site in England, 'open.gov.uk’, which helped and directed Internet users to connect to the web pages of some during the implementation post-implementation process of different systems fromthatan have industry or government agencies. perspective, by information analyzing and several projects been departments directed Internet users to to pages of information systems from an industry directed users to connect connect to the the web web (e-Governance) pages of of some some departments or government agencies. of different differentby information systems fromthat an have industry perspective, analyzing several projects been The mainInternet purpose of electronic government implemented during the past years, by having a closer look at departments or government agencies. perspective, by analyzing several projects that have been departments or government agencies. The main purpose of electronic government (e-Governance) perspective, by analyzing several projects that have been implemented during and the past years, by having aactivities closer look at is to provide services of government institutions (Ziemba, the implementation post-implementation of eThe purpose of government (e-Governance) implemented during and the years, by closer at main purpose of electronic electronic (e-Governance) is tomain provide services of government institutions (Ziemba, implemented the past past years, by having havinginaaactivities closer look look at The the implementation post-implementation of e2016) through information and government communication technology Kiosks in the during region and smart city solutions Kosovo. is to provide services of government institutions (Ziemba, the implementation and post-implementation activities of eto provide services of government institutions (Ziemba, 2016) through information and communication technology the implementation post-implementation Kiosks in the region and smart city solutions inactivities Kosovo. of e- is (ICT) to citizens and businesses. With the application of e2016) through information and communication technology Kiosks in the region and smart city solutions in Kosovo. 2016) through information and communication technology (ICT) to citizens and businesses. With the application of eKiosks in the region and smart city solutions in Kosovo. government, the mentioned parties, as well as the government 2. COUNTRY WIDE STRATEGIES FOR E-SERVICES (ICT) to citizens and businesses. With the of (ICT) to and theasapplication application of eegovernment, the mentioned parties,With as well the information, government 2. COUNTRY WIDE STRATEGIES FOR E-SERVICES itself, arecitizens engaged in businesses. exchanging transactions, government, the mentioned parties, as well as the government 2. COUNTRY WIDE STRATEGIES FOR E-SERVICES government, the mentioned parties, as well as the government itself, are engaged in exchanging transactions, information, 2. COUNTRY WIDE STRATEGIES FOR E-SERVICES and integrating different independent Twenty first century brought to humanity a different way of communicating, itself, are engaged in transactions, information, arethus engaged in exchanging exchanging transactions, information, communicating, and integrating different independent systems, improving public service standards (Guijarro, Twenty first century broughterato humanity a fostering different way of itself, life, mainly the digital which is better communicating, and integrating different independent Twenty first century brought to humanity a different way of communicating, and integrating different independent systems, thus improving public service standards (Guijarro, Twenty firstamong century broughtera to humanity different way of 2007). life, mainly the societies. digital which is a fostering better interaction This transformation has affected systems, thus improving public service standards (Guijarro, life, mainly the digital era which is fostering better systems, thus improving public service standards (Guijarro, 2007). region of South East Europe started to embrace such life, mainly the societies. digital era which fostering better interaction among This transformation has affected not only individuals, but at the same timeis has remodeled the The 2007). interaction among This transformation has affected The regionbyofadopting South East embrace such approach the Europe models started used intoother European interaction among societies. societies. This transformation has not individuals, but at the time remodeled the 2007). wayonly an organization works, as same well as thehas mode ofaffected service The region of South East Europe started to embrace such not only individuals, but at the same time has remodeled the The region of South East Europe started to embrace such approach by adopting the models used in other European countries of Europe after the first decade of the new not only individuals, but at the same time has remodeled the way an organization works, as well as the mode of service delivery by governments (Kumar & Best, 2006) to their approach by adopting the models used in other European way an organization works, as well as the mode of service approach by adopting the models used in other European countries of Europe after the first decade of the new millennium. way an organization works, as well as the mode of service delivery by governments (Kumar & Best, 2006) to their citizens and businesses. Therefore, the focus of current paper countries of Europe after the first decade of the new delivery by governments (Kumar & Best, to their of Europe after the first decade of the new millennium. delivery by businesses. governments (Kumar the & focus Best, of2006) 2006) to paper their countries citizens and Therefore, current millennium. citizens citizens and and businesses. businesses. Therefore, Therefore, the the focus focus of of current current paper paper millennium. 2405-8963 © 2019, IFAC (International Federation of Automatic Control) Hosting by Elsevier Ltd. All rights reserved. Peer review under responsibility of International Federation of Automatic Control. 10.1016/j.ifacol.2019.12.607
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In case of Kosovo, the main influence was coming from countries like Estonia and Denmark, which was observed especially while the e-government strategy 2009 – 2015 (Government of Kosovo, 2008) and interoperability framework were drafted. 2.2. e-Government countries
and
interoperability
in
3. RESEARCH METHODOLOGY
2.3. The need for e-Citizen services The researcher is part of a private entity which deals with high-end solutions for the region of Western Balkans and Europe. In this way, during the last ten years different strategies, action plans and documents were analyzed thoroughly by the researcher and his peers in order to oversee the roadmap and trends of the countries of Western Balkans, especially with the so-called e-Kiosks which provide services to citizens and businesses 24/7. Therefore, it can be stated that the entity where the researcher is part of, currently implemented the vast majority of eKiosks in Kosovo and Albania as it can be seen on the table below: Table 1. Summary of e-Kiosks implementation eKiosks implementation in Kosovo and Albania by PBC Description e-Kiosks in Kosovo e-Kiosks in Albania
solutions used by two municipalities, with the main parts as follows: - Smart Phone Applications, such as iOS and Android, - Responsive Web Application for smart phones. - Web application for management and application by municipal officials.
transition
Countries that reached the new millennium being in transition and post-conflict periods are rated quite low in terms of using technology. In Kosovo, during the transition period the United Nations Mission in Kosovo was in charge to draft rules and regulations and to setup the infrastructure for the information and communication technology country wide, which afterwards was followed by the laws, regulations and action plans of Kosovo as an independent state. In this way, the conceptual framework started to take place and nine laws in regards to information and communication technology and e-services were enforced, including here the interoperability framework based on e-strategy 2009-2015 and action plan. It is worth mentionioning that some of the advanced information systems in different institutions created the basis of innovative systems which can interact with each other, which is not found in the case of Macedonia where systems are decentralized (Dimitrijoska et al. 2016) and in Albania it was done only after e-Albania was implemented.
Nr. 1. 2.
569
Quantity 34 10
The main aim of e-Kiosk is to overcome the barriers and queues at the municipalities by offering direct access to the services which are offered for by government to citizens and businesses. In addition, as a need to increase the performance, transparency, accountability and cooperation with its citizens, different municipalities started to think of using smart city solutions. Currently in Kosovo there are basic smart city
The current paper focuses on a mixed methodology of primary and secondary data. In terms of primary data, data gathering was done by the researcher through his engagement in ICT industry during the last ten years, mainly regarding ecitizen services and smart city approach from an industry perspective. In addition, the researcher used secondary data from institutions within the respective countries as well as from different academic papers published in online libraries. 4. DISCUSSION 4.1. Implementation of e-kiosks Most of the municipalities within Kosovo followed the egovernment strategy and state action plan in order to foster easier access for citizens of Kosovo through e-services. It is worth mentioning that different municipalities used the approach of co-funding with international entities such as USAID and CDF (USAID). Moreover, in Kosovo the central registry system is centralized and the owner of the data is Ministry of Internal Affairs. Municipalities and Ministry of Internal Affairs drafted their memorandum of understanding to offer services through API to e-Kiosk. At the beginning of the process of first implementation in 2015, several services from civil registry were offered from the e-kiosks such as: -
Birth extract, Birth certificate, Marriage certificate, Residence certificate, Citizenship Certificate,
And on later stages e-kiosks had also the possibility to provide other services, such as: - Property Tax Information - (Possibility to Print Invoices). - The possibility of electronically submitting applications to the municipality - The possibility of electronic submission of complaints by citizens. The first implementation drew the attention of media and other relevant stakeholders, which created a chain reaction for other municipalities within Western Balkans. An important diagonal can be drawn here when it comes to security and data privacy, where the quality assurance team at the implementing company created an approach of interaction
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of e-services on which no personal data are saved locally on e-Kiosks, in other words everything is erased when a person takes the certificate from the e-kiosk. It is worth mentioning that all e-services including the ambiental sensors are build in-house by the vendor and only hardware parts are imported.
Fig. 1. e-Kiosk service for less than 30 seconds (Komuna e Gjilanit, 2016) Furthermore, this product based on price/quality ratio was considered as the value proposition for customers, since the return on investment for municipalities was quite fast, especially municipalities which have a lot of inhabitants who live abroad and mainly they use e-kiosks during the summer period. On the other side, it is worth to mention that the product itself, except the hardware, is designed and manufactured in Kosovo. The success story of e-Kiosk implementation received a lot of attention from academics such as Stapleton (2018) who presented and published the concept of the multipurpose devices as well as the attention from USAID (2017) who considered the implementation of e-Kiosks as success story for easier access to vital records in Kosovo. The attention that was given provided for the possibility of expanding the services of e-Kiosks in Albania as well. In this way, since 2017 eKiosks were implemented in ten locations of Tirana Municipality, where more than 60% of services of Tirana Municipality are given through e-Kiosk (eKiosk Tirana, 2017).
in different municipality services. What was quite interesting during the implementation of e-Kiosks in Albania was the fact that some of the e-services through API are more centralized given by the specific institutions which was hindering the process of implementation due to bureaucratic procedures. This situation was overcome by the direct inputs of the IT department of the municipality. At the moment, eKiosks in Tirana offer forty-seven out of seventy services which are offered by the municipality in the traditional way. Another important context which impacted a lot during the implementation was the cultural context, where despite the fact that the mother tongue in Albania is the same, there are quite big differences in expression and understanding each other, which in other words was delaying the implementation on some occasions. In line with the infrastructure, in comparison to the case of eKiosk in Kosovo, it can be stated that the governmental network within the institutions of Kosovo is quite well organized, which gave the possibility to overcome the bureaucratic procedures since most of the services are decentralized at local level. Further, with the implementation of e-Kiosks in both countries a similar response of non-acceptance of emerging technologies was perceived at the level of civil servants, in a way the resistance to change was seen as a mechanism to create an unstable idea to citizens regarding the e-Kiosks. 4.2. Implementation of smart city solutions Smart city solutions are considered as derivatives of eservices usage which are created with the main aim of enhancing the life of inhabitants of a particular territory and also fostering easier interaction with civil servants. A definition by Monzon (2015) states that: “Smart City represents innovation in city management, its services and infrastructures, a common definition of the term has not yet been stated” which explains that there is a necessity to have such solutions implemented in order to innovate management of facilities and services within a city through the usage of different applications and sensors to manage the city in a better way. In line with this, some municipalities in Kosovo dedicated their financial resources to draft the ideas on how to better foster the digitalization process in terms of implementation. For the purpose of this paper, the author will explain the implementation in two municipalities where the author was involved during the implementation process. Municipality of Gjilan and Prizren are the two municipalities who followed the approach of being the leaders on requesting the basic smart city with the following functions:
Fig. 2. Inauguration of eKiosk in Tirana (eKiosk.al) In addition, automation and control applications such as eKiosk solution increases citizen satisfaction by easier access
-
Smart Phone Applications, such as iOS and Android, Responsive Web Application for smart phones. Web application for management and application by municipal officials.
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These basic smart city solutions were created with the main potential benefit on enhancing quality of life at the residents’ level by giving them the chance to contact the decisionmaking authorities of the municipality at any time. Furthermore, the smart city solutions on its first implementation included information for touristic points with exact location and description, business of the municipalities, primary and secondary schools of municipality including details of the personnel at each school, kindergarten with all details on personnel, healthcare providers and their personnel as well as public officials including their experience and direct contact via smart city application. The whole solution is developed in modules, which gives the option to the municipalities in the near future to add other services, sensors, city cameras, data regarding the temperature and humidity for the purpose of interaction with citizens and on the other side in the near future the municipality can control its own resources better. A real case example which was shown to the municipalities as case study was the city of Dubrovnik, where they control all their resources from car parking to irrigation of parks and can be done easily in Kosovo as well increase the will to plan such investments in the near future. 4.3. Post-Implementation barriers and obstacles For the purpose of this paper, two main barriers and obstacles of the post-implementation period will be discussed: -
Management challenges Human challenges
4.3.1 Management challenges The implementation of the information systems, including ekiosks as well as smart city solutions is connected directly with the management of a particular institution. In this way, most of the entities who implemented the mentioned solutions dedicated their own financial sources to implement the products and some of them used other co-financing sources. However, it is worth to mention that the management buy-in is crucial when it comes to postimplementation period, since most of the municipalities consider the implementation of information systems as taken for granted and one-time payment, not having in mind that there are maintenance costs and after-sales services attached to the systems. In other words, there is no proper strategy for answering the question: “Where this specific solution will be after five years”. In addition, the implementation of new systems such as eKiosks and smart city solutions includes always the latest technological trends in terms of hardware and software techniques. In this way, as a post-implementation effect are considered the issues related to challenges on maintaining the systems (hardware and software). The technological challenges are again connected with management decisions
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since on some occasions the decisions to invest in maintaining them is taken by the management. 4.3.2. Human challenges The basic idea of using automation process in local level entities is the easier access to services for the citizens. However, this is a statement which is normally not accepted by the civil servants who work in such municipalities due to the fact that they consider such implementation with fear because of idea of job cutting with the digitalization process. Same challenges where faced during the implementation and post-implementation process in Kosovo and Albania. In addition, the average age of civil servants was quite a big challenge and a mayor difficulty during the implementation and post-implementation process, since in most of the entities these are people around 50s and are not very literate when it comes to technological developments. Furthermore, they are not well-trained to take on more responsibilities other than the usual ones, which is considered as a weak point of human competencies at municipalities. 4.4. Methodology to overcome post-implementation issues In order to overcome post-implementation issues, the entity where the researcher is engaged combines project management techniques which are delivered to end users at the last month of maintenance as a survey following at least the following questions: -
Did the implementation of the project solve the issues for which it was designed? How can the benefits received from the implemented project be further increased? Are there any lessons learned that can be shared for future project implementations?
The key questions above are divided with sub-sections that include other open questions to be answered from the decision making and ICT department managers in order to see their perception on next planned steps. For the purposes of this paper, the researcher was not able to get the consent of the senior management to share in detail the whole methodology. Those answers are analyzed afterwards and based on the future idea of the entity, a detailed approach is delivered to them including here the post-implementation costs which are attached in details based on software engineering approach. Through this approach, the entity where the researcher is engaged was able to overcome potential implications or nonusage of implemented systems by the end-users which are targeted by the emerging technologies. 5. CONCLUSION The main aim of the current paper was to provide first hand information about the automation and control application in
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developing regions by explaining in details the whole process of e-kiosk and smart city solutions implementation in Kosovo and Albania. With this in mind the paper analyzed the process of implementation, including the services which are included in both solutions. The digitalization process is re-shaping the idea of how citizens and businesses are obtaining services from the state entities. Therefore, it can be concluded that the e-kiosk and smart city solutions are a necessity to be implemented in order to be able to have a satisfied community by providing fast and easy access services through both types of information systems and these are considered to be a powerful tool to interact with their citizens and to have happier voters from the political context. In addition, the post-implementation methodology with certainty shows a path on overcoming potential implications or non-usage of implemented systems by the targeted end-users. REFERENCES Dimitrijoska, S., Trbojevik, S., & Bogoevska, N. (2016). Provision of Health and Social Services for Drug Addicts in the Republic of Macedonia. European Journal of Multidisciplinary Studies, 1(1),, pp. 112121. eKiosk Tirana. (2017). Retrieved from www.ekiosk.al Government of Kosovo. (2008). E-Government Strategy 2009 - 2015. Retrieved from http://map.rksgov.net/userfiles/file/Strategjit%C3%AB%20dhe%2 0Planet/e_Governance_Strategy_2009_2015_approv ed_on_12122008_en.pdf Guijarro, L. (2007). Interoperability frameworks and enterprise architectures in e-government initiatives in Europe and the United States. Government Information Quarterly, 24(1), pp. 89-101. Komuna e Gjilanit. (2016, 06). Buletin - Reviste Informative. Retrieved 05 29, 2017, from https://kk.rksgov.net/gjilan/getattachment/eecb08c9-653a-46a48545-732d54d67355/Buletini-janar-qershor2016.aspx Kumar, R., & Best, M. (2006). Impact and Sustainability of E-Government Services in Developing Countries: Lessons Learned from Tamil Nadu, Inda. Information Society 22(1), pp. 1-12. Monzon, A. (2015). Smart Cities Concept and Challenges Bases for the Assessment of Smart City Projects. international conference on smart cities and green ICT systems (SMARTGREENS), pp. 1-11. Reynolds, M., & Holwell, S. (2010). Introducing Systems Approaches In: Systems Approaches to Managing Change: A practical guide. Springer, pp. 1-23. Stapleton, L. (2018). New Hope through Advanced Control and Automation Systems: Delivering e-Citizen Services in a Post-Conflict, Transition Region - The Case of PBC and PASS. IFAC-PapersOnLine, volume 51, Issue 30, pp. 650-659. USAID. (2017, 04). Success Story: Accessing Vital Records in Kosovo Has Never Been Easier. Retrieved 05 28,
2017, from https://www.usaid.gov/sites/default/files/success/file s/Acessing_Vital_Records_in_Kosovo_Has_Never_ Been_Easier.pdf Ziemba, E. P.-H. (2016). Adopting state and local egovernment: Empirical evidence from poland. Proc Proceedings of the 16th European Conference on eGovernment, ed. by M. Dečman and T. Jukić, Slovenia , pp. 255-264.