Davor Radivojević

This paper deals with the implementation of smart governance in a smart city. The goal of this implementation is to improve the quality of life for citizens in pilot municipalities. This would be achieved through the application of modern digital and technological solutions in an urban environment. Implementation ensures more efficient use of resources, improved public services, greater sustainability and environmental awareness, as well as encouraging citizen participation in decision-making processes. During 2024, research was conducted on the application of new technologies in public administration in Bosnia and Herzegovina. The aim of this research was to determine the state of digitalization in BiH, and how ready service users are for personalized services—self-service options—and for accepting services offered by public administration. At the beginning of 2025, another study was carried out to analyze the perception of citizens, experts, and decision-makers regarding the concept of the smart city. The results obtained enabled us to identify key challenges and opportunities for its implementation in smart cities. Part of these findings is presented in this paper. The research results will serve as the basis for work on a project that supports sustainable urban development and enhances the quality of life through innovative solutions. In this way, it contributes to the creation of more efficient, sustainable, and technologically advanced cities that meet the needs of modern society.

Self-service and offering services in public administration is a new concept that should be the basis of its service in the future. Here, we present a concept that should enable not only more efficient service but also the satisfaction of service users. Especially because it would provide them with the option to choose. To implement this concept effectively, it is necessary to implement intelligent public administration that can provide it. For this, we need knowledge bases and intelligent software agents. We will list some of the tools for implementing knowledge bases, and in one tool, we will create an appropriate database. We will use it to present the process of offering services. Here, we will mention the process of forwarding the "Birth Certificate" - a birth certificate that is part of self-service. We will mention offering a "Criminal Record Certificate" and "Title deed" as an example of offering services. These are a unique public administration data warehouse and a necessary means for user identification. There are also necessary legal prerequisites for implementing and using self-service and offering services in intelligent public administration.

U ovom radu bavimo se nuđenjem usluga koje bi inteligentna javna uprava mogla nuditi svim korisnicima određenih usluga. Ovdje predlažemo primjenu elektroničkih i mobilnih usluga u javnoj upravi te korištenje nekih novih koncepata koji mogu podržati t...

The subject of the research is the analysis of services that should be offered by public administration toward legal entities and natural persons. We will suggest that it uses real-time intelligent IT systems based on data storage based on the data warehouse. Our opinion is that such systems implemented in the public administration of Bosnia and Herzegovina could offer an appropriate service to each user at a time when they need the service in a form that suits them, on the spot where he is in the moment of delivery and in the quantity that he needs. In order for a public administration to be able to offer an appropriate service, it must know its users much better and know which service they need at what time. In this paper, we analyze self-service as well as the necessary activities for all that. These are all activities that should be carried out in the future, and this work could contribute to the implementation of these processes.