20

21

FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES
Tirana, September 2023
 3

FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES

ABBREVIATIONS

ADISA The Agency for Integrated Public Service Delivery

AKTI National Information Technology Agency
ARDA Agricultural and Rural Development Agency
COD Agency for Dialogue and Governance
EBRD European Bank for Reconstruction and Development
EC European Commission
EU European Union
FSDKSH Compulsory Health Insurance Fund
GDC General Directorate of Customs
GDIP General Directorate of Industrial Property
GDRTS General Directorate of Road Transport Services
GDT General Directorate of Taxes

T
his working document was prepared in the framework of the Meeting XXXI of GMD General Maritime Directorate
the Investment Council (6 October 2023) by the experts of the Secretariat IC Investment Council
of the Investment Council, Ms Elida Fara, Economic Expert, Mr Elvis Zerva, ICT Information and Communication Technology
Legal and Regulatory Expert, Ms Xaira Shurdha, Monitoring and Liaison Expert, Mr MARD Ministry of Agriculture and Rural Development
Auron Pashaj, external expert, under the direction of the Head of the Secretariat, MSEP Ministry of State for Entrepreneurship Protection
Ms Diana Leka (Angoni). Supported in the language editing of the material, Ms Elisa MSSS Ministry of State for Services Standards
Lula, Administrative and Communication Officer at the Secretariat. MTE Ministry of Tourism and Environment
We thank the National Business Centre (NCB), the National Agency of Information NAIS National Agency of the Information Society
Society (NAIS), the Women’s Economic Chamber (WECA), independent experts (Mr NAMMD National Agency of Medicines and Medical Devices
Artur Papajani, Ms Silvana Meko, Mr Alban Gjikondi, Mr Gledis Shehu, Mr Shkëlzen NBC National Business Centre
Marku, Ms Nuriona Sokoli (Bërdica)), as well as the 55 companies participating in NESA National Employment and Skills Agency
focus group meetings and the 324 companies involved in our survey, for their NFA National Food Agency
valuable cooperation with the Secretariat in the preparation of this material. NIPT Taxpayer Identification Number
SCA State Cadastre Agency
SHGPAZ Association of Professional Women, Craftswomen, and Artisans
SME Small and Medium-sized Enterprise
SOP Standard Operating Procedures
SQDNE The Electronic Signature Document Circulation System
www.investment.com.al SSA State Supreme Audit Institution
ZVRPP Local Immovable Property Registration Office
 5

FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES

INTRODUCTION

T
he reduction of the administrative ment benefited from a higher level of digitisation of
burden and corruption is currently public services. Driven by the COVID-19 pandemic,
considered among the main pillars e-learning, digital training services and e-com-
of the public debate regarding the im- merce are growing among businesses. More public
provement of the business environment’s qual- and financial services are being made available on-
ity in the country. Public initiatives for the digi- line as the government aims to deliver 95% of public
tisation of public services and especially those services online (although the rapid change has
concerning businesses, have been intensified raised questions about the quality of delivery
and coordinated with re-engineering and de- and access).”

TABLE OF CONTENT
regulation measures, aiming at the same time However, despite the progress, recent cyber-at-
to simplify the service provision, reducing both tacks in 2022, the temporary suspension of on-
processing time and procedural complexities. line services, and the public debate regarding
During the Covid-19 crisis, investments made to the unauthorised processing and publication of
INTRODUCTION. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
improve ICT infrastructure, as well as electron- data, along with reports from businesses about
METHODOLOGY.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 ic interaction platforms through the e-Albania services that are still problematic, remain per-
CONTEXT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 platform, have significantly facilitated the good sistent challenges. These challenges encompass
functioning of public services in general, and the not only technical concerns but also fundamen-
LEGAL & INSTITUTIONAL FRAMEWORK. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 business in particular.1 tal aspects, such as missed deadlines by specific
FINDINGS AND ANALYSIS.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 The EU Progress Report 2022 highlights the pos- institutions, vague responses from the adminis-
itive progress of the digitisation of public ser- tration, unsystematic issue handling, and con-
RECOMMENDATIONS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 vices, emphasising that: “...The business environ- fusion over the means of administrative appeal.
ANNEX I. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 These issues underscore the need for special at-
tention to address them, aligning with the com-
ANNEX II. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 1 https://www.investment.com.al/wp-content/
uploads/2022/03/COVID-19-and-enterprises-in-Albania- mitment to enhance the deregulation and re-en-
BIBLIOGRAPHY. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Comparative-Analysis-2020-2021.pdf gineering process.
 6 7

w w w . i n v e s t m e n t . c o m . a l FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES

Based on the above, the object of this analysis is to tion, e-Albania, etc.), as well as the supporting
stimulate the debate on the quality of digitised public framework of the reform.
services with a focus on the private sector, highlight- The specialised digitised services offered to the
ing progress and prioritising the main issues in three
pillars:
business have been discussed in various prior
topics during IC meetings, starting from 2015:
Facilitation of Customs Procedures (2017); The
METHODOLOGY
a) assessment of the administrative burden
and corrupt practices. e-Permits System (2018); Inspection Reform (2019);
b) experiences with online platforms (e-Alba- Property and Legal Security (2019); Fiscalization
nia, e-tax, e-fiscalization, electronic sig- Reform (2019); Start-Up Support (2020/2021); Busi-
nature and municipal platforms). ness-Municipality Interaction (2020); Innovation
c) assessment of specific elements of electronic and Entrepreneurship (2021); Public Consultation
service platforms (security, access, dead- and Entrepreneurship (2022).
lines, navigation, complaints, etc.). The discussion that takes place today is no
The issue was selected and voted on by the IC longer about the need or not of the digital The analysis is based on a comprehensive methodo-​ PRIMARY RESEARCH
members at the beginning of 2023 and is also transformation of public services, but about logy which consists of: Qualitative Research
prioritised in the context of the promotion of a) their pace and quality, b) user adoption a) Semi-structured interviews, totalling 6 direct
the Digital Agenda. The final goal is to promote rates of online systems and platforms, c) sup- DESK RESEARCH meetings, involving institutions and repre-
transparency on the reform as part of the IC port mechanisms for users, d) information a) Reviewing documents, regulations, ordinanc- sentatives from the business community.
mission and to bring for discussion the views of and data security, and e) regulatory, adminis- es, institutional procedures, organisational b) Organization of Focused Groups - 2 groups with
the parties regarding the challenges that need trative and financial capacities that must be structures overseeing digital transforma- (24 participants) with digitisation experts
to be addressed as regards the technical as- created and allocated by both institutions and tion, and their areas of expertise. and specialists covering various aspects of
pects of the improvement of the special services businesses to effectively address the chal- b) Synthesising conclusions and suggestions high- the services provided for businesses (e.g.,
offered to the business (NBC, e-Tax, Fiscaliza- lenges of digitisation. lighted in both domestic and international registration in commercial registers, con-
reports from various stakeholders regarding sulting services in the field of customs and
digital transformation, with particular em- central or local taxation, inspections, etc.),
phasis ons digitised public services for busi- including experts from the National Busi-
nesses. ness Centre (NBC) and National Agency of
c) Summarising insights from the corporate the Information Society (NAIS). The purpose
sector (including trade unions, chambers of of the Focus Groups was to validate the prelim-
commerce, industry groups) as documented inary analysis findings and to formulate com-
in public reports or global/national indica- prehensive and actionable recommendations.
tors. During the analysis, the Secretariat also c) In-depth discussions - involving 14 partici-
factored in topics raised for discussion and pants (including business field experts, rep-
concerns expressed by the business commu- resentatives from business associations and
nity during interactions with the Secretariat chambers of commerce, independent ex-
and IC meetings, as well as recorded in the perts, technical and political level represen-
Secretariat’s Investment Climate & Business tatives from selected institutions, NGOs, etc.)
Issues Database (2015-2023). organised in collaboration with Women’s
Economic Chamber (WECA).
 8 9

w w w . i n v e s t m e n t . c o m . a l FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES

Quantitative Research focusing on administrative burden and corrupt

a) Business Survey – A structured online ques-
2 practices, online platforms (e-Albania, e-TAX,
tionnaire was distributed to a minimum of e-fiscalization), electronic signature and mu-
30,000 enterprises. In June 2023, the Secre-
tariat conducted a comprehensive survey in-
volving businesses across diverse economic
nicipal platforms. The survey was completed
by 324 participants anonymously. Respon-
dent profiles encompassed enterprises from
CONTEXT
sectors. The primary objective was to identify all economic sectors, spread across all re-
the key obstaclesSAMPLE
encounteredPROFILE
by the private sec- gions of the country, as outlined below:
tor within the government’s digital initiatives,

1. POLITICAL VISION AND that the institutions would be responsible for

DIGITALISATION OF PUBLIC SERVICES receiving and exchanging accompanying docu-
Age Position in the company The cross-sectoral strategy “Digital Agenda mentation among themselves for the applications
of Albania 2015-2020”3 promoted the impor- made by citizens/businesses through SQDNE.5
I prefer not to answer
1% 2% This shifted the administrative burden (num-
lawyer
tance of digital services in the country. The
over 55 years old
22%
main priorities were the improvement of the ber of procedures, processing deadlines, etc.)
46 - 55 years old
28% Financier/
Economist 20% national ICT infrastructure, the development of documentation from the business to insti-
36 - 45 years old
31%
of electronic governance, as well as the cre- tutions, such as in the case of applications
26 - 35 years old
17% 77% for business registration in the dedicated sec-
Administrator
18 - 25 years old
2% ation of the multipurpose cadastre. Despite
0% 5% 10% 15% 20% 25% 30% 35% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% these priorities, it is acknowledged that only 70% tion of the NBC in e-Albania. The year 2022
of the actions planned in the action plan (which witnessed a transformative change in the public
The size of your business according Activity included a total of 230 basic activities to be imple- ’administration service to businesses. Since May
to the turnover of the last year
mented by 2020) were completed. The rest of the 2022, for all public services applied for through
Services 46%
over 14 million ALL 33% Industry 12% activities were alienated or lacked investment e-Albania, the final administrative document is
Construction 9% funds4, while another digital strategy for the only available online, thus completely eliminat-
up to 8 million ALL 43% 14%
Business
Information and 2022-2026 period was approved and is cur- ing direct physical contact with public institu-
13% 7%
tions.6
communication
8 -10 million ALL
Accommodation
and food service 9% rently in force.
10 - 14 million ALL 12% Agriculture, forestry
and fishing
1% Business and public attention to the impor- Efforts to minimise physical contact with the
Transport and storage 1% tance of digital public services increased after administration entities were recently rein-
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
the functionalizationfunctionalisation of pass- forced, extending to applications and services
ports/information cards of electronic services exclusively available through e-Albania, par-
1% 2% Tiranë

6% The largest shareholder/Partner/

Owner of your business is: 4%
Durrës
Elbasan
within the framework of e-Albania. The latter ticularly those provided by the cadastre7. Cur-
26% Female 15% Fier
Gjirokastër
serves as a unique scentralised government
3 %
platform through which electronic services
Male
48% 5%
Korçë
Kukës 5 CoM Decision no. 43 dated 15.01.2020 ‘On the
I prefer 3% Lezhë provided by public institutions in Albania are Functioning of the Document Exchange Process Between
not to
67% answer 1 8%
% Shkodër
offered. However, the broad adoption of elec- Institutions, through the Document Circulation System with
Vlorë
Electronic Signature’
7% 3
% Berat
tronic services surged when it was decided 6 Until 2021, for some of the public services, applications
Dibër
were made online, but to withdraw the final administrative
document, they had to be presented physically at the
Source: Secretariat’s Survey, June 2023 3 Approved with CoM Decision no. 284 dated 1.04.2015
institution.
2 https://forms.gle/81WDj1wwCY6rMD9r9 7 https://www.kryeministria.al/newsroom
4 Albania Digital Agenda 2022-2026, page 3
 10 11

w w w . i n v e s t m e n t . c o m . a l FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES

rently, Albania offers 1,227 online services, central and local levels. The OECD identifies lower than the EU average of one computer per five e-Government indices from UNDESA.
a significant expansion from the 14 services 12 principles that underpin the development students.” This result shows that while public service
available in 2013. Among these, 457 are elec- and implementation of digital strategies that b. eGovernment Benchmark 202211 platforms can be rated well technically for Al-
tronic services are tailored solely for busi- bring institutions closer to citizens and busi- The report periodically assesses the provi- bania (reflecting a relatively good ranking of
nesses, while 299 are valid for use by both nesses. Meanwhile, the benefits from digital- sion of e-government services in 35 Europe- Albania), from a user rating point of view there
businesses and individuals8. ised public services are considered two-way an countries referred to as ‘EU27+’: the 27 EU is still a lot of work to be done.
The significance of the quality of digitalised and can be summarised in 3 main pillars: (a) member states, plus Iceland, Norway, Swit- c. UN Survey on e-Government 202212
public services is always more and more in the transparency and accountability; (b) efficien- zerland, Albania, Montenegro, North Macedo- The report periodically analyzes the e-govern-
focus of decision-makers. The EC has long been cy and productivity; (c) continuity and struc- nia, Serbia and Turkey.Users of government ment development of all UN member states by
measuring the quality of digitalised public ser- turing. Digitalisation should not be considered platforms (citizens and businesses) trained measuring the countries’ e-government per-
vices (35 countries, including Albania) in the an end in itself, but a mechanism to improve as Mystery Clients have visited 14,252 govern- formance relative to each other. The report
framework of the ambition to provide 100% on- the performance of public administration in ment websites in the period October 2020 and produces 2 indexes
line public services by 2030. Reports such as the the provision of public services according to July-August 2021 and have evaluated 9 “life e-Government Development Index (EGDI)
eGovernment Benchmark and the assessment OECD/SIGMA principles9. events” that pertain to citizens or businesses. which evaluates the stage of electronic gov-
of public service quality indicators should serve The evaluations from the most relevant inter- These “events” are about “starting a business”. ernment in each country based on 3 dimen-
as the impetus to promote digitalisation reform national reports are presented below accord- “Regular business activity”, “employment and sions:
also in the framework of the membership nego- ing to their indicators and as they relate to the career”, “study”, “family event”, “health”, “com- » Online Services – Online Services Index
tiation process and to extend the “digitalisation digitalisation of public services and electronic plaint procedure”, “transport” etc. (OSI)
race” with EU standards. On the other hand, in government. Based on the assessment of this index (Figure » Connectivity – Telecommunication Infra-
addition to an opportunity for integration ac- a. EU Progress Report for Albania 202210 2.) Albania has reached a Maturity level of structure Index (TII)
cording to political criteria, digitalisation should As highlighted in the introduction, the report evi- 46%, occupying the 32nd place out of 37 eval- » Human capacity – Human Capital Index
also be seen as a mechanism for economic inte- dences progress but also challenges for business uated European countries (considering that (HCI)
gration, since the direct link between it and the in relation to the quality and security of services. leading countries such as Malta or Estonia have E-Participation Index) – as a complementary
increase in enterprises’ productivity and com- Regarding the consolidation of property rights, a maturity of 96 % and 90% respectively). index to the EGDI, which assesses 3 levels of
petitiveness has already been proven. he underlines that “... digitisation of cadastral data It should be taken into account that this is a result public participation:
is necessary and the sector remains prone to cor- achieved by the assessment of the “users” them- » Information - e-Information
2. ASSESSMENTS OF THE DIGITISATION ruption.” On the other hand, the shortcomings in selves and not by the technical, regulatory or in- » Public consultation - e-Consultation
PROCESS FROM INTERNATIONAL digital training are also highlighted in two direc- frastructural assessment as is the case with the » Decision-making - e-Decision-making
REPORTS tions: (a) “... digitalisation and education improved,
The digital transformation of public services but entrepreneurial and technological knowledge
Figure 2. EGDI & EPI for Albania assessed by UNDESA, 2022
refers to the process of using technology and remains low”; (b) Albania provides one computer
digital solutions to smodernise and improve per 26 students according to UNICEF, which is in- Albania Score World Ranking EU Ranking
the provision of public services for both indi- sufficient to ensure digitisation and remains much EGDI 0.74 63 (out of 193 countries) 36 (out of 43 countries)
viduals and businesses, to improve internal EPI 0.76 22 (out of 193 countries) 10 (out of 43 countries)
operations and to improve governance at the
9 https://www.sigmaweb.org/publications/principles-public-
administration.htm
10 https://neighbourhood-enlargement.ec.europa.eu/albania- 11 https://digital-strategy.ec.europa.eu/en/library/egovernment- 12 https://desapublications.un.org/sites/default/files/
8 Source: NAIS report-2022_en benchmark-2022 publications/2022-09/Web%20version%20E-Government%202022.pdf
 12 13

w w w . i n v e s t m e n t . c o m . a l FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES

Albania seems to have a deterioration in the opment and transformation – The report esti- On the other hand, focusing on e-commerce, it
ranking from 2020, where it was ranked 59 mates that in terms of ICT indicators, although is estimated that Albania is behind other coun- » Administrative burden for businesses,
out of 193 countries in 2022 it is ranked 63. Albania is above the world average in many tries of the Western Balkans and there are no submission of written documentation
Regarding the e-Participation Index, Albania aspects, there is still a considerable gap with mechanisms to inform or support SMEs in (taxes and customs-2016);
is in a much better position, ranking 22nd in the average of European countries for key in- the implementation of e-commerce. Past pro- » Blocks of invoices—archaic business mon-
the world and 10th in Europe (out of 43 coun- dicators. Connectivity of rural areas still re- grams to support SMEs in this regard have itoring mechanisms—leading to evasion
tries). mains a challenge with low penetration and also failed due to the small amount of money (taxes and customs-2016);
The table below shows the results and dimen- relatively high costs. Although the broadband offered to applicants. » Although the tax authorities have under-
sions of EGDI for Albania, comparing it with network has been continuously expanding in (e) Innovation ecosystem with a digital focus taken a series of training for taxpayers as
other European countries. Albania, the development of 5G technology is – Albania ranks below the average of glob- per their business category, they are still
It seems that Albania has achieved a good po- still in its initial stages. al indices for entrepreneurship, innovation not able to explain and provide practical
sition in Europe in terms of the Online Ser- b) Digital transformation focusing on the citizen and technology. The Global Innovation Index solutions to the problems or solutions to the
vices Index, ranking 17th in Europe, leaving – For this component, it is worth noting that (2020) ranks Albania in 83rd place out of 131 problems faced by the invoicing processes
behind countries such as Germany, Norway, the report estimates that the digital skills of countries, while the Global Entrepreneurship ( fiscalization-2019);
Switzerland or Greece. the population need to be improved. Accord- Index also ranks it in 83rd place out of 137 » Digitisation of the invoicing process is as-
On the other hand, Albania ranks penulti- ing to Eurostat, in 2019, only 21% of the popu- countries. sociated with high costs that are not reim-
mate in terms of the Telecommunication lation aged 16-74 had basic digital skills, being bursed or subsidised by the government
Infrastructure index (42nd out of 43 coun- one of the lowest percentages among Europe- 3. AN OVERVIEW OF THE CHALLENGES due to the rapid implementation of the law
tries) which shows an insufficient level of an countries. IDENTIFIED BY THE BUSINESS ( fiscalization-2019);
connectivity and 36th (out of 43 countries) (c) Digital transformation with a focus on Gov- COMMUNITY DURING 2015 – 2023 » Bureaucratic and non-transparent con-
in terms of the Human Capital index which ernment – The strategic approach of the Gov- REGARDING THE DIGITALISATION OF struction permits (e-Permits/Doing
also shows a gap between the sophistica- ernment has been “aggressive” in terms of the PUBLIC SERVICES Business Indicator-2017);
tion of online services and the human ca- digitalisation of public services and has creat- To systematically identify the issues on the » The permitting process should be im-
pacity to absorb them. ed a legal framework necessary for this devel- business climate in the country, the Secretar- proved to reflect the needs of specific indus-
d. UN Albania- Albania Digital opment. iat maintains an Investment Climate and Busi- tries and delays in obtaining building per-
Development Country Profile 202213 (d) Digital transformation with sectoral focus – ness Issues Database. This database documents mits should be reduced by streamlining
The report summarises the progress of Alba- The report estimates that Albania still has a concrete cases and problems, including mat- the procedures of the National Land Regu-
nia in 5 dimensions of digitalisation: lot to do, especially in the “digitalisation of ag- ters related to public services and the neces- lation Council and all other national and
(a) Connectivity as a premise for digital devel- riculture”, an important sector of the economy. sity of their digitisation, as evidenced by di- local government authorities responsible
rect meetings, focus groups and national and for granting construction permits (e-Per-
Figure 3. Dimensions of EGDI, Albania 2022, UNDESA international business climate assessment mits/Doing Business Indicator-2017);
Dimensions of EGDI OSI Ranking in Europe (OSI) TII Ranking in Europe (TII) HCI Renditja në Evropë (HCI) indices during 2015-2023. Some of them are » Overlapping of inspections and lack of co-
summarised below. They help to analyse the ordination as a burden for businesses (in-
Albania 0.81 17 0.6 42 0.8 36
(out of 43 countries) (out of 43 countries) (out of 43 countries) historical context of the reforms, their start- spection reform-2019);
ing point and the progress achieved during » Complicated digital ecosystem (electron-
the years, problems solved and those that still ic signature, digital seal, etc.-2020);
13 https://albania.un.org/sites/default/files/2022-05/Digital%20 need to be solved. » Investments are needed in electronic
Development%20Country%20Profile_Albania_final_02.22.pdf
 14 15

w w w . i n v e s t m e n t . c o m . a l FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES

signature capacities, in terms of public » Services for banks from ZVRPP (cadastre)
technological infrastructure and legal- bureaucratic and insecure/Property reg-
ly in terms of its recognition by the courts
(electronic signature, digital seal, etc.-
istration is missing as a prerequisite for
their release into civil circulation (proper- LEGAL & INSTITUTIONAL
FRAMEWORK
2020); ty registration-2019);
» Digitisation, but also optimisation: invest » Cadastre must be online (property regis-
in the fastest and most secure distribution tration-2019);
of public certificates (tax, property, crimi- » Low use of debit and credit cards (high
nal, etc.) that are already digitised, but not costs/informality/quality of tourist offer)
yet efficient enough to deliver them to the (banking services-2018);
final beneficiary (electronic signature, » Innovation and investments in technol- 1. STRATEGIES AND LAWS14 by budget funding and by foreign donors, while
digital seal, etc.-2020); ogy as prerequisites for increasing pro- a. Main pillars of Digital Agenda 2022- the challenges are also evident, such as: recog-
» Support the rapid deployment of digital ductivity and competitiveness (innova- 2026 and its Action Plan15 nising the electronic signature and seal first in the
biometric IDs as a means of mitigat- tion-2021); The focus of the action plan is to maximise the countries of the region, to facilitate the movement
ing risks in the face of the rapid growth » The capacities, speed and assistance of the economic and social potential of information of citizens and making of business with the Western
of digital transactions by enabling the service platforms are problematic and the and communication technology, improving the Balkans and then with the countries of the European
digital options that the ID has (code, coordination between the institutions for provision of quality services, anticipating invest- Union.
third-party reading of biometric data, handling complaints related to the ser- ments in the integration of new technologies in b. Focus of the Policy Document on Public
etc.) (electronic signature, digital vices is missing (institutional coordina- government electronic systems, as well as im- Service Standards16
seal, etc.-2020); tion-2022). proving digital skills. Digitisation is considered The document establishes, for the first time at
as an irreversible process for any institution. The the political level, objectives for the standards of
goals of the Strategy are: public services and the framework that institu-
(1) Digital Government: Enabling digital policies, tions must follow for:
intelligent processes and advanced solutions on (1) Assessing the performance of service pro-
secure platforms viders against standards and monitoring the
(2) Digital Business: Accessible, proactive services quality of services.
and ready actions for doing business (2) Updating and correcting the standards based
(3) Digital citizens: Citizens and privacy, transpar- on evidence and other policies impacting the
ency of data and services to citizens standards.
(4) Digital education and digital skills: Transform- (3) Automation of processes to enhance the con-
ing learning and teaching venience of citizens and businesses, as well
The realisation of the above goals is expected to as the activity of the public administration.
be carried out through 47 measures supported Within the framework of long-term policies for
the standardisation of services and measuring
14 For the purposes of the analysis herein are considered
their quality, the following interventions have
only the most important acts that regulate the institutional been identified: (a) the adoption of minimum
framework responsible for the administration and monitoring of
the implementation of digitalized public services.
15 Approved with CoM Decision no. 370 dated 01.06.2022
which replaced the “Digital Agenda 2015-2020” 16 Approved with CoM Decision no. 207 dated 07.04.2023
 16 17

w w w . i n v e s t m e n t . c o m . a l FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES

standards; (b) designing the methodology of ernment in a complete unified legal act17, as administration, for the inclusiveness of every NAIS, where the first has as its field of activity
measuring the quality of services; (c) receiving well as addressing the recommendations of citizen in policy-making, for guaranteeing their the analysis of administrative procedures, the
the opinions of citizens and businesses; (d) pi- SSA for improving the legal basis and scope participation in administrative decision-making deregulation and re-engineering of services
loting ISO in several service-providing agencies; of the activity of NAIS. In the law, the role of procedures and for increasing the responsibility starting from the systemic analysis of the com-
(e) drawing up the Standard Operating Proce- NAIS is re-dimensioned in National Informa- and accountability of the state administration. plaints presented and handled by it, while the
dures (SOPs) in the service-providing agencies tion Technology Agency (AKTI) as the only The law allows businesses to submit a com- second as a field of activity has the technical
equipped with ISO; (f) training and capacity institution responsible for the central infra- plaint regarding activities and administrative implementation of these interventions in terms
building; (g) drafting of KPIs for service-provid- structure of e-government services and the services that negatively impact the business of digitalisation of services.
ing agencies; (h) performance system function of provision of scentralised electronic services, climate and contradict the regulatory acts, a. MSSS
service-providing agencies/employees; (i) draft- as well as for electronic certification and cy- through the platform “With you for the Alba- The Minister of State for Service Standards
ing of business intelligence instruments; (j) ad- ber security. The e-Albania platform will be nia we want” under the administration of the (MSSS), in cooperation with the responsible in-
hering to principles of good governance. the single point of contact for the provision Agency for Dialogue and Co-Governance. Ap- stitutions, designs, develops and monitors state
Meanwhile, from the consultations with the of online electronic services of public institu- pealing on the platform does not limit the right to policies and strategies for:
institutions, it results that for the implementa- tions and private entities, while the law also administrative appeal under specific laws and » ensuring standards in the provision of public
tion of indicators for measuring the quality of promotes the legal power of the electronic the principles of the Code of Administrative Pro- services;
services, a Barometer is also being prepared, document, which, like the paper copy, shall cedures. » increasing the quality of services in every
which will create the model for evaluating the have equivalent legal power in carrying out public sector;
quality of public services, according to the ob- transactions of legal actions. 2. RESPONSIBLE INSTITUTIONS » facilitating the provision of public services;
jective of the policies. Its envisaged role is to d. Law 107/2021 “On Co-governance” For the purposes of the analysis here are consid- » increasing the effectiveness of services to
measure and monitor the level of performance This law regulates the aspects related to the han- ered, only the institutions that have the main guarantee ‘citizens’ access to public services.
of service-providing agencies and the quality dling of complaints and requests from individu- executive, coordinating and monitoring func- MSSS coordinates and, case by case, takes the
of the services they provide. The purpose of als or businesses in relation to the administrative tions regarding digitised public services. Each lead in the reengineering and deregulation pro-
the Barometer is to collect, process, evaluate activity of the state administration. The law is im- institution is responsible for continuous innova- cess, with the aim of simplifying, increasing the
and publish indicators for the quality of pub- plemented by institutions under the responsibil- tion in the services provided according to Article efficiency and effectiveness of public services
lic services provided by various institutions, ity of the Council of Ministers, as well as by pub- 7 of Law 107/2021. “The principle of continuous provided by state administration institutions18.
thereby increasing the transparency of insti- lic entities and local self-government units. The innovation” - state administration institutions b. 4.2.2 NAIS
tutions for their services. The barometer is purpose of the law is to create conditions and promote the use of technology and innovative National Agency of the Information Society
still being processed by the Ministry of State promote interaction between the state admin- communication methodology for interaction (NAIS) is responsible, among others, for the im-
for Enterpreneurship Protection (MSEP) and istration and individuals, natural and legal per- with interest groups and every citizen, with the plementation of policies and strategies for the
is still unfinished. sons and interest groups, regardless of their form aim of developing ideas and co-creating solu- development of the information society sector,
c. Law 43/2023 “On e-Government” of organisation, with the aim of increasing their tions for the good governance of the country, us- ICT in particular, and the coordination of pro-
The adoption of the law filled a vacuum for role in improving the quality of public service ing the opportunities that are created from elec- grams in this field, as well as the promotion of
e-government, the legal regulations for which provision. Article 8 promotes the coordination of tronic government platforms, including the use investments and the promotion of new tech-
were mainly at the level of by-laws and dis- state administration institutions through special and publication of data according to the princi- nologies in the field of information society. The
tributed in several pieces of legislation. The institutional mechanisms for the development of ple of open government. We highlight that since institution is operationally responsible for re-
law is considered as a regulatory instrument good practices and their use throughout the state the digitalisation of public services has an oper- viewing and approving all new IT systems and
within the Digital Agenda Strategy, encom- ational nature, the powers of monitoring and co-
passing the goals, the objective, the field of ordinating the digitalisation of public services at
17 Upon its entry into force, Law No. 10273/2010 “On 18 CoM Decision 22.09.2021 “For Determining the Area of State
activity and the principles of electronic gov- Electronic Documents” has been repealed. the practical level are divided between COD and Responsibility of the Minister of State for Services and Standards»
 18 19

w w w . i n v e s t m e n t . c o m . a l FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES

ensuring the implementation of principles relat- » Coordinating the establishment of a network

ed to service delivery. NAIS also coordinates the of business coordinators within institutions

FINDINGS AND ANALYSIS

integration with the technical interoperability and administers all written complaints ad-
solution that enables data exchange across gov- dressed to central institutions.
ernment registries. Additionally, NAIS prepares d. 4.2.4 ADISA
reports on the digitisation of services and their 01. The Agency for Integrated Public Service
provision, such as data on the number and per- Delivery (ADISA) was established for the
centage of online applications, through the e-Al- first time in 2014 as part of the reform of
bania portal. public services. Its mandate included
c. 4.2.3 Agency for Dialogue and Co- the review of public service delivery in
governance Albania by establishing service deliv-
The main competences of the Agency are: ery standards for citizens and moni-
» Recommending changes to internal rules toring the performance of service win-
and procedures of the institutions or their dow clerks, based on the principles of
structure, as well as proposing to the respon- customer care. ADISA Service Windows
sible institution the initiative to change legal were spread across 23 centres, providing The main findings in this document are the product of analyses based on existing documents,
acts or by-laws in cases where it considers application and information assistance, surveys with the private sector, as well as meetings held with associations, businesses, as well as
that the provision of public services cannot as well as support for online access and experts in the field and key institutions. The findings are summarised according to the concerns
be carried out effectively due to obstacles receipt of more than 1,000 central gov- raised by the business, regarding the benefits derived from the digitalisation of public services,
created by internal rules and procedures; ernment administrative services. As of while notably addressing the obstacles encountered. Moreover, the document investigates re-
» Overseeing the administrative activity car- May 1, 2022, with the closure of physical quests aimed at improving the current quality, while also exploring possibilities for re-engineer-
ried out by state administration institutions counters, ADISA only performs assis- ing and deregulation of public services, in both the central and local government.
for the provision of public services; tance functions to users of digitalised
» Mediating the resolution of disputes involv- services. It no longer takes on coordina- 1. QUALITY OF DIGITAL PUBLIC (8 out of 10 surveyed companies think so).
ing state administration institutions, citizens tion responsibilities for service re-engi- SERVICES While 72% of those who think that corrupt
or private entities; neering and deregulation. Summary of main survey results: practices are not reduced are businesses
» Reduction of the administrative burden: Com- with a turnover of up to 14 million ALL and
panies perceive a reduction in the adminis- engaged mainly in service provision.
trative burden because of the digitalisation » e-Albania platform: The overall experience
of public services (9 out of 10 surveyed com- with the e-Albania platform, based on the
panies), while 79% of those who think that most recent visits to the portal, seems to be
the administrative burden has not been re- generally positive, 8 out of 10 companies are
duced are businesses with a turnover of up to satisfied (somewhat/completely) with the
14 million Albanian Lek (ALL) and engaged use of the platform.
in service provision. » e-Tax/e-Filing platform of GDT: 82% of com-
» Reduction of corrupt practices due to minimis- panies are somewhat/completely satisfied
ing human contact: Digitalisation of public with the use of the platform. The lack of con-
services has led to a reduction of corrupt tact and time saving are appreciated by the
practices according to business perception companies, while the blockage and load of
 20 21

w w w . i n v e s t m e n t . c o m . a l FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES

the system, elements of the documentation the portal are (i) Data security, (ii) Complaint in the service sector with turnovers ly embrace and utilise online ser-
interface as well as the reconciliation with handling procedure, (iii) Delay in receiving the of up to 14 million Albanian Lek) vices. This is tied to the level of internal
the central invoice platform add to the dis- service, (iv) Assistance in receiving the service – declare that these services “have digitalisation of the companies and the
satisfaction of its users. delay in getting a response, difficulties in inter- not reduced the administrative bur- growth of digital literacy among their
» Central Invoicing Platform (e-fiskalizimi): 77% action with institutions, etc. den” for their companies. Fifty-four employees (technological proficiency or
of companies are somewhat/completely » Willingness to use online payments: Compa- per cent indicate that the admin- additional payment for engaging experts
satisfied with the platform. Flexibility, con- nies are ready to use online payments when istrative burden has been reduced in the field). Electronic document man-
venience, time saving, and real-time billing obtaining public services on online plat- “significantly”, and 36% state it has agement, archiving, the use of electronic
are some of the elements that make this plat- forms but have concerns regarding the secu- been reduced “somewhat”. These signatures (not just sporadically), and
form appreciated by users. However, cer- rity elements of their data. findings demonstrate that when it even basic utilisation of online platforms
tain areas, such as reconciliation processes, » Minimal use of the Information Centre for Pub- comes to “interacting with govern- are challenges for SMEs.
data display, invoice elements, and delayed lic services: 64% of companies have not used ment offices”, businesses are clear 02. Digital transformation has gained
support responses, still need further adjust- the toll-free number and 23% do not know that the administrative load has significance as a global strategy against
ments and systematisation. that this possibility exists. been diminished. However, through corruption, particularly concerning
» Electronic Signature Platform (e-sign): 78% of qualitative discussions with focused public services, as it focuses not only
companies are somewhat/completely satis- 2. PRIVATE SECTOR CHALLENGES TO groups, another internal “adminis- on digitalisation but also on cultural,
fied with the platform. Ease of application, THE USE OF DIGITAL SERVICES trative burden” within the company organisational, and operational
convenience and time saving are the most A. There is a broad consensus within the seems to be emerging, especially for changes within an institution19. The
valued elements, but high usage cost, ab- private sector regarding the effective- small and medium-sized enterprises reduction of physical interaction for
sence of online payment options and delays ness and convenience of conducting – the adaptation to digitalisation so various public services, resulting
in service delivery reduce business satisfac- business through the digitisation of that these companies can effective- from digitalisation efforts in the
tion. public services available to businesses.
» Municipal Platforms: Only 59% of businesses While the digitisation of public services
is widely appreciated, there are still Figure 4. Private Sector’s Perception Regarding Administrative Burden Reduction
have used any municipal platform (and here
the understanding of municipal platforms is concerns regarding efficiency, accessi-
In your view, has the adoption of digital public administrative
often reduced to the level of their website and bility, transparency, and timely respon- Has receiving public administrative services electronically services resulted in a decrease in the administrative
not to genuine service platforms) and 69% siveness, both in the central and local reduced the administrative burden for your company? workload for your company (including time and financial
expenditures in obtaining services)?
express to some extent/completely satisfied. administrations. I don't know/no answer 1%
Saving time and receiving obligations in real 01. Businesses appear to be aware that Over 14 60% 34% 7%
time are appreciated by the business, how- online services have alleviated the No, it has not reduced 10% million ALL

ever there are still many services that can be administrative burden for their
integrated and provided online to the busi- companies. Nine out of ten com- Yes, to some extent 36% Up to 14
51% 37% 12%
million ALL
ness which, believes that existing municipal panies state that digitised public Yes, significantly
platforms are very basic and lack integration services have contributed to reduc- 54% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

with other online platforms. ing the administrative workload, 0% 10 % 20 % 30 % 40 % 50 % 60 % Yes, significantly Yes, to some extent No, it has not
» Detailed assessment of the e-Albania platform: primarily due to the time-saving been reduced

The platform is assessed to contain the convenience in accessing public

main elements when for service acquisition. services. Only 10% of respondents
Meanwhile, the least valued elements in (most of these businesses fall with- 19 https://www.ifes.org/news/digital-transformation-anti-
corruption-tactic-evidence-and-experience-europe
 22 23

w w w . i n v e s t m e n t . c o m . a l FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES

country, has led to a decrease in of service-providing institutions, this ble that businesses, in general, express problematic aspect based on pri-
corrupt practices, according to the signifies an underlying pressure to satisfaction with the utilisation of plat- vate sector perceptions, and users
perceptions of 8 out of 10 surveyed directly engage with the institution to forms, with satisfaction levels ranging need awareness in this regard. Only
companies. While not at the same seek a solution. Direct engagement often from 77% (e-Albania, e-fiscalization), 39% of respondents agree or strong-
level as the “administrative burden,” implies “corrupt practices.” 78% (Electronic Signature), and 82% ly agree that “the portal is secure and
respondents state that “corrupt 03. Despite generally positive overall (e-tax/e-filing). safeguards their confidential informa-
practices” have also generally been assessments of online platforms, These platforms offer varying levels of tion”. Almost one in four businesses
diminished due to the utilisation of qualitative discussions have high- service provision, with e-Albania being the (25%) disagrees with this statement,
online services. Approximately 44% lighted that when it comes to specif- most sophisticated and complex platform and approximately the same propor-
declare that these practices have been ic and unique services, businesses due to the diversity of services it offers. On tion (28%) is undecided/neutral about
significantly reduced, and 34% report continue to encounter difficulties the other hand, the other platforms have it. This perception of “security” and
a moderate reduction. About 17% of and hold expectations for improve- simpler and more direct services. “confidentiality” is crucial to address
respondents (again, mostly businesses ments. Respondents were questioned 04. Analysing the assessments of specif- as it directly relates to trust in institu-
with turnovers of up to 14 million regarding their satisfaction with var- ic elements of the e-Albania platform tions and conducting business in an
Albanian Lek in the service sector) still ious government platforms offering reveals several interesting findings honest and fair manner. The perception
maintain that corrupt practices have administrative services for business- that require particular attention. The may also be “inflated” by the fact that it is
not been reduced with online services, es. The evaluated platforms include protection of online identity is con- often unclear what information is confi-
and 5% do not provide a response. e-Albania Platform, e-tax/e-filing Plat- sidered challenging based on pri- dential and what is public when it comes
Through in-depth discussions and open- form, e-fiscalization Platform, and the vate sector perceptions. Despite to businesses/owners/employees.
ended questions, it appears that the electronic signature (e-sign) Platform. advancements and public achieve- 05. Furthermore, digital support or cus-
perception persists that “if the requested The figure below presents the results ments in establishing secure plat- tomer service provided through digi-
service is not provided in a timely of this assessment only for those busi- forms equipped with relevant fea- tal channels such as email, chat, mo-
manner or obstacles arise”, linked to nesses that responded i) Fully satisfied tures for safeguarding users’ online bile applications, social media, etc., is
interpretations or back-office procedures and ii) Somewhat satisfied. It is nota- data, security remains the most deemed insufficient and undermines

Figure 5. Private Sector’s Perception Regarding Reduction of Corrupt Practices Figure 6. Satisfaction with Public Administrative Service Platforms
Receiving public services electronically (digitalized), has In your opinion, receiving digitalized public services
it reduced corrupt practices in relation to institutions?
Satisfaction with the platforms of public administrative services
electronically, has it led to a reduction in corrupt practices Completely/somewhat satisfied
concerning institutions, owing to the decreased physical
interaction with administrative staff?
I don't know/no answer 5% e-Tax/e-Filing 82%
No, it has not reduced 17% Over 14
million ALL
48% 34% 14% 5% e-Signature 78%

34%
e-Albania 77%
Yes, to some extent Up to 14
million ALL 42% 35% 18% 5%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
e-Fiscalization 77% Source:
Yes, significantly 44% Secretariat
Yes, significantly Yes, to
some extent
No, it has
not been
I don't
know
Platform of Municipalities 70% Survey, June
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% reduced /No answer
60% 65% 70% 75% 80% 85% 2023
Source: Secretariat Survey, June 2023
 24 25

w w w . i n v e s t m e n t . c o m . a l FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES

the efficiency of the offered digital ser- The absence of a physical counter for Figure 7. Agreement with Various Elements of e-Albania
vices, which are often perceived to not obtaining information about requested
be addressed in a timely manner. services has been identified as prob- Evaluation of aspects related to navigation on the e-Albania platform
» Only 41% of surveyed businesses lematic by companies, considering The portal is secure and protects your confidential information 39%
agree that the “portal provides nec- that assistance from other information The portal contains the necessary contacts via the online
form, emailor phone for any service-related complaints. 41%
essary email or phone contacts for channels does not adequately meet The service is received at the specified time (there are no delays)
51%
any service-related complaints”. In business needs. A significant portion The help section guides me to use the portal
52%
fact, this is one of the most frequent- of complaints could be avoided if as- Information on accompanying documents, costs,
procedural steps,and validity period is clear 60%
ly mentioned issues in discussions, sistance was swift and efficient during
The portal contains the appropriate
information on how to apply forthis service 63%
open-ended questions, and focused the service acquisition process on the
The portal contains the appropriate information
for the nature of theservice offered 63%
group deliberations. The lack of quick platform. Establishing a rapid commu-
It is generally easy to find the service I need
64%
and efficient assistance when it comes nication channel with users would ad-
The accompanying documents for the application
for the service canbe simply uploaded to the portal 64%
It is easy to navigate the portal
using the links and positional buttons 66%
to information and complaints is evi- dress many of the issues encountered The main page contains all the
basic elements to navigate the portal 67%
dent. The “complaint system” for services by businesses during usage.
0% 10% 20% 30% 40% 50% 60% 70% 80%
provided through the platform appears » Connected to this matter is also the
fragmented and challenging for busi- statement: “The Help section guides me Source: Secretariat Survey, June 2023
nesses to use, especially when seeking on how to use the portal.” For this ele- 06. There is an evident lack of awareness Even during discussions with focused groups,
a prompt response for time-sensitive ment as well, only 52% of respondents from the business side regarding the ex- it was observed that this toll-free number is
services. Emails from responsible in- agree, leaving a significant portion dis- isting information channels for access- not recognised by businesses, and the main
stitutions for service provision often agreeing. The Help section needs to ing public services. To the question “Have question that arose was, “Why is this number not
either don’t function properly or re- be enriched and tailored to address you used the telephone service at the toll-free found on the e-Albania platform as information,
quire a considerable amount of time the various types of issues encoun- number 08000118 - Information Centre for but only on the ADISA website20?” Businesses are
to respond, causing problems for busi- tered by businesses. public services for inquiries/clarity/informa- not aware of the current role of ADISA and are
nesses. On the other hand, businesses » Although 51% of businesses declare tion/etc.?”, 64% of respondents answered unaware that they need to access this page to
themselves are unclear about which they “agree” with the statement “The negatively, and 23% were not even aware find the toll-free number. Nonetheless, even in
part of the complaint pertains to plat- service is provided on time (no delays),” it of the existence of the toll-free number. the few cases where businesses have used this
form usage (requiring communication is concerning that 49% of them do not number, it has emerged that call centre em-
with e-Albania platform) and which share this assessment. Almost half Figure 8. Utilisation of the Toll-Free Number ployees who answer the calls lack knowledge
part pertains to the service content of the respondents believe that “the about the service content and only provide in-
Have you used the telephone service at the green number
(requiring communication with the service is not provided on time.” This 0800 0118 - Information center for public services for formation at the level of the informational card
relevant institution). These aspects particularly pertains to those busi- questions/ambiguities/information/etc.? available on e-Albania.
are often intertwined. Contact emails ness services that require “process- 07. Online payments for accessing dig-
or numbers placed on platforms are ing” by the responsible institution’s Yes 13% ital public services are considered
frequently dysfunctional, leading to back office. It would be highly beneficial I don't know underdeveloped and lacking. Since
delays and complications in access- to establish a way to “track” the adher-
that it exists as 23%
a possibility the cyber-attack on e-Albania, the use
ing the desired service. Additionally, ence to service deadlines, as this could of online payments (previously limited
No 64%
businesses highlight that even when exert pressure on institutions to review
institutions respond, the answers procedures or allocate dedicated human 0% 10% 20% 30% 40% 50% 60% 70%
often lack structure and substance. resources to these services. Source: Secretariat Survey, June 2023 20 www.adisa.gov.al
 26 27

w w w . i n v e s t m e n t . c o m . a l FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES

to a single bank) is no longer available. service is almost fully accessible (except for to tax deadlines). Through a re-engineer- Agency (SCA) through the e-Albania plat-
However, surveyed businesses express online payments currently). ing process, this entire process could be form are the most problematic for busi-
consensus regarding readiness for on- » Only the Municipalities of Tirana and Durrës digitised, allowing for the submission of the nesses. This is evident both from the survey
line payment usage, where 8 out of 10 have implemented Local Taxes and Duties on lease agreement online to avoid physical results and from the discussions held with
companies are fully/somewhat willing the platform, but even this is limited to provid- visits and registration at municipal offices. businesses and experts, who have highlight-
to use it as an option. Companies that ing information about obligations. » Payment of Local Taxes. The fis- ed not only the perception of businesses but
hesitate to adopt this option primarily » Some municipalities have created their own sep- cal packages of municipalities are all also individual experiences. The raised con-
highlight the issue of lack of trust in the arate platforms (cases of Shkodra, Fier, and well-defined, and business obligations cerns are not solely related to the aspects of
security elements of online payments. Patos) that provide a few services mainly at are easily calculable. Offering this service digitising the offered services and their func-
Level 1 (information and obligation invoice entirely online is feasible, allowing for on- tionality on the platform. They also pertain to
Figure 9. Readiness for Online Payments generation level). line payments and thus avoiding trips to the core of the service, property rights, and the
In general, even from qualitative discus- municipalities and second-tier banks for approach of regional SCA offices when providing
How ready are you to use online payment for
public services that can be offered as an option sions, it is evident that businesses perceive payments that create administrative bur- responses to applications made through the e-Al-
on online platforms? a significant gap in the development of on- dens for businesses. The option for each bania platform. This happens even though for
line services for local government compared business to log in and view “My Local most applications, businesses pay cadastre
to those at the central level. There are sever- Obligations” and make online payments fees and banking commissions, which some-
Not at all ready
20% al local-level services that businesses find would be a sought-after solution by busi- times amount to up to 20% of the fee. The iden-
administratively burdensome (requiring nesses. tified issues include, but are not limited to: (a)
applications and documents that could be » Municipal permits required for regular failure to receive responses for applications
To some extent
I am ready 34% eliminated through deregulation or re-engi- business activities, such as permits for made according to the information passports
neering), such as: the use of public spaces, transportation, and legal deadlines in e-Albania; (b) unclear
Fully ready 45% » Registration and de-registration of etc., could be provided online, following and confusing responses often referring only
businesses for the purpose of local taxes the example set by the central govern- to the numbers of laws such as Law 111/2018
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
Source: Secretariat Survey, June 2023 and fees. Currently, this registration or ment in this regard. “On Cadastre” or Law 20/2020 “On the Com-
de-registration is done through a sepa- C. Interconnecting the records of the NBC pletion of Property Transition Processes in
B. Currently, the local government is per- rate application where the only addition- with the registries of other public insti- the Republic of Albania” rather than specific
ceived as inadequately integrated into al document a business needs to submit tutions would facilitate access to public articles; (c) requests for additional document
online service platforms, and business (besides the registration at the National services by minimising the duplication of submissions which are already available or
perceptions view existing local platforms Business Centre) is the lease agreement required documents. Consultations with have been issued by the Cadastre or can be
as basic and lacking in services. for the premises in the respective munic- companies operating in various sectors of the obtained from other institutions; (d) failure to
Currently, the following services for businesses ipality. Currently, the practice involves economy highlighted the issue of additional confirm copies of property cards from notary
are integrated into the e-Albania platform: the National Business Centre (NBC) requirements from public institutions for doc- offices within legal deadlines, thus hindering
» E-permits – the building permits system, emailing the list of registered businesses umentation that, if there were an interconnec- property and banking transactions. From the
which was previously a local function, but (monthly) to the respective municipali- tion of public registries, would not need to be qualitative comments provided by business-
now the entire procedure has been transi- ties, and the municipalities then create submitted by businesses themselves. Such es, it is understood that the above-mentioned
tioned to the e-Albania platform. This sys- their own procedures for local registra- documentation includes certificates of busi- issues are also faced by individuals. Individ-
tem is regarded as a best practice where tion. Similarly, NBC emails the list of ness opening/closure, social/health insur- uals, in the absence of services from ADISA
functions of local government have been in- de-registered businesses to municipal- ance certificates, medical reports, etc. offices, their limited digital skills, and the
tegrated into the e-Albania platform, and the ities on a non-periodic basis (according D. The services offered by the State Cadastre complexity/terminology of the applications,
 28 29

w w w . i n v e s t m e n t . c o m . a l FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES

are forced to pay third parties to handle ap- analysis in the future and will be part of the ing, enhancing the efficiency and effectiveness institution the initiation of measures to change
plications on their behalf. These issues are reporting on the progress of the recommen- of public administration, as well as technologi- legal or sub-legal acts in cases where it considers
now widely recognised and accepted, as ev- dations approved by the IC since 2019. cal developments.” that the provision of public services cannot be
idenced by the fact that the Government has » On the other hand, ADISA has competenc- effectively realised due to obstacles created by
decided to change the procedures for provid- 3. RE-ENGINEERING AND DE-REGULATION es to initiate the re-engineering of public internal rules and procedures, the structure of
ing services by SCA, completely closing the OF PUBLIC SERVICES services. According to the provisions of Ar- the state administration institution, or existing
physical communication channel for appli- Digitisation, re-engineering, and disruption of ticle 13 of Law No. 13/2016 “On the Manner legal or sub-legal acts.”
cants, which formally closed since the ces- public services and administrative practices of of Providing Public Services at Counters in In relation to this aspect, the Agency also has
sation of ADISA services. The Secretariat has institutions influence each other dynamically the Republic of Albania”, ADISA, among oth- monitoring competences to oversee the adminis-
not examined this time in detail the reasons and interdependently. The expectations are that er things: “(ç) seeks changes in systems, proce- trative activity carried out by state administra-
behind these issues, which may be related to the digitisation of public services should be ac- dures in the offices responsible for services, and tion institutions for the provision of public ser-
objective factors (real inability to respond to companied by: (a) proactive engagement by the the creation of new services, with the aim of pro- vices according to the rules and procedures set
applications21) and subjective factors (corrupt institutions themselves (dedicated budget for viding the highest quality public services from forth by this law (Article 12/ë).
practices). As evidenced by the Secretariat’s digitisation, ongoing consultation with the busi- service counters; (ë) participates in the process The approach to distributing competencies regarding
analysis conducted in 2019 on “Legal Securi- ness community regarding their administrative of re-engineering services, by undertaking and the re-engineering/deregulation of public services
ty on Property,” property registration and the practices with the ultimate goal of simplifica- initiating the development of this process.” may not necessarily be wrong, but it does make the
completion of property transition processes tion and proposals for changes to the legal and However, the practical role of this institution integrated and focused approach for all elements of
are prerequisites for providing quality digital sub-legal framework for disruption and re-en- in terms of re-engineering public services public service provision more complex. Based on the
cadastre services according to legal specifi- gineering of the services offered) and (b) coordi- is not clear, especially in the context where above and to clarify the role of each institution, the
cations and deadlines. Given the recent ini- nated involvement from responsible institutions its physical counters are de facto no longer Secretariat specifically discussed this issue with
tiative to re-engineer cadastre services and in policy-making or executive agencies that also open to citizens and businesses, despite sub- the Agency for Dialogue and Co-Governance. The
until the improved/new method of offering have monitoring functions. From the analysis of stantial investments made over the years for Secretariat confirmed during the meeting that the
online services, administering, and process- the legal framework and the competencies of re- their establishment. It is worth noting that Law Agency has prepared an analytical report on the
ing administrative complaints and appeals is sponsible institutions for digitisation, it appears No. 13/2016, which was originally intended to be main administrative practices related to services
clarified, this issue will be subject to in-depth that the functions of re-engineering/deregula- repealed according to the initial draft of Law No. provided to businesses (including digital ser-
tion are decentralised and distributed across 43/2023 “On Electronic Governance”22 is still in vices), based on a systemic analysis of complaints
several laws and among multiple institutions, force, further complicating the role of ADISA. administered through the “With You, For the Alba-
21 According to the Final Audit Report on Information Technology creating overlapping competencies as well. » The Agency for Dialogue and Co-Gover- nia We Want” platform. The purpose of the report
for the State Agency of Cadastre (SCA), conducted by SSA in
September 2022, as highlighted in the report (https://panel.klsh.org.al/ » Specifically, NAIS is responsible for the nance has been added to the architecture will be to coordinate, re-engineer, and streamline
storage/php5ZMpPc.pdf), among many findings, the following issues
are evident: The multifunctional system experiences continuous
electronic re-engineering of public ser- of institutions involved in the re-engineer- many procedures that will further alleviate the ad-
interruptions and disruptions in its normal workflow, impacting vices, as set forth in Article 29/f of Law No. ing/deregulation of public services, ac- ministrative burden on businesses. The planned
the activities of specialists and the institution’s service provision to
citizens and businesses. Users do not face restrictions based on local 43/2023 “On Electronic Governance.” Ac- cording to the provisions of Law No. 107/2021 activities and corresponding roadmap related
directorates. Instances have been observed where the final reports cording to this provision, “NAIS undertakes, “On Co-Governance.” According to Article to the above are not yet publicly available. The
generated to track the completion of requests and applications
do not contain all the practices that were delayed in processing. primarily or based on the requests of interested 12/c, the agency, among other things, has the most recent report on submitted and resolved
Comprehensive reports required by the director of the directorate to
see the number of pending applications can only be generated after
state administration institutions, initiatives for competence to: “Recommend changes to the complaints from the Co-Governance Platform
6:00 PM, as the system experiences lower usage during this time and the electronic re-engineering of services through internal rules and procedures of institutions or pertains to the year 202023.
completes the report generation process. Within the multifunctional
system, it is not possible to reassign and redelegate a task from the the government’s interaction platform, based on their structure, and proposes to the responsible
office head to another specialist, if the initial delegation was made to the need for process improvement, reorganisa-
the wrong specialist. When entering data for an asset, not all fields
displayed by the multifunctional system are accurately populated by tion of work processes, with the aim of simplify-
the specialists. 22 https://konsultimipublik.gov.al/Konsultime/Detaje/413 23 https://www.shqiperiaqeduam.al/
 30 31

w w w . i n v e s t m e n t . c o m . a l FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES

RECOMMENDATION 2. (b) digital education through ongoing massive

RECOMMENDATIONS
Digitisation of local administrative public ser- awareness campaigns, such as events like
vices for business. Local administrative services Albanian digital days; (c) programs training
for businesses have a big gap from the point of provided to business to facilitate usability
view of digitalisation compared to the adminis- and adoption with the digital transition such
trative services of central government institu- as the use of e-Albania, electronic document
tions. Except for some sporadic cases (such as management, use of electronic signature,
e-permits, for example), digitisation is almost information management systems, etc.; (d)
non-existent even though the “Decentralization dedicated tutorials for each service.

D
Strategy” has identified the digitisation of local
espite the advancements made, the process of digitalising public services re- services as one of its priority pillars. In this direc- RECOMMENDATION 4.
mains intricate and necessitates a dedicated commitment from all involved tion, it would be recommendable: (1) Legal and Enhancing Service Quality for Businesses. Rec-
parties, considering both costs and benefits. From the aforementioned, it is institutional clarification for the coordination ognising businesses as crucial contributors to
evident that challenges persist in business perceptions regarding data secu- and implementation of the digitalisation process the budget, the enhancement of service quality
rity levels, simplification of platform usage, establishment of complaint channels, and the of local services. This would require coopera- relies not only on investment in technical and
accuracy of responses from institutions. Additionally, even based on public evaluations, tion between agencies at the central level (NAIS, technological infrastructure or streamlined pro-
challenges remain in terms of institutional stability, coordination, digital training for ad- Agency for Dialogue and Co-governance, Agen- cedures but also on the proficiency of the public
ministrative staff, and continuous education. cy for the support of local self-government, NBC) administration staff in digital realms. To achieve
We emphasise that, at this stage, fostering user trust stands as a pivotal element for the and municipalities (at the level of associations) this, the following steps are proposed: (1) Drafting
’reform’s success. The allocation of budgetary funds or further technological investments to create a coordination mechanism. (2) A pro- and Annually Publishing a Roadmap: Establish-
should harmonise with concurrent endeavours to engage institutions seriously, with cess of harmonisation, categorisation, codifica- ing a comprehensive plan that outlines concrete
clearly defined responsibilities at the managerial level. This engagement should extend tion, and re-engineering of local services identi- training objectives and associated budgets25
to personnel possessing digital proficiency and skills that align with the pace of reform fied at the local level. The complete inventory of on a yearly basis; (2) Strengthening Capacities
and, more importantly, the expectations of taxpayers. Considering the above points, we local administrative services is a necessary pro- through Ongoing Digital Training: Continuous
propose the prioritisation of interventions as follows: cess considering that the Municipalities have au- education initiatives for administration person-
tonomy in the “creation” of services. Based on an nel, focusing on adapting to digital transforma-
initial analysis, would be recommended the pri- tions; (3) Transparent Progress Monitoring:
RECOMMENDATION 1. efficient solutions.24 Thus, ad-hoc and non-integrated oritisation of the main group of harmonised ser- Implementing a transparent system to monitor
Institutionalisation of the process of re-engi- interventions would be avoided. vices for all the municipalities (have the same na- results, thereby ensuring alignment with reform
neering and dynamic deregulation of public ad- ture and requirements) and go through a process objectives, efficient budget utilisation, and en-
ministrative services provided by central insti- of re-engineering and digitalisation that would hanced accountability to taxpayers.
24 Although at the moment it seems that there is a joint initiative
tutions for Business. The process of deregulation of the Agency for Dialogue and Co-governance and NAIS to serve to all municipalities.
and re-engineering of services in general, and spe- coordinate a service reengineering process, still the idea is that
this should not be considered an action at a certain point in time,
RECOMMENDATION 5.
cifically services for business, should have a con- but enhance a structure that constantly thinks about innovative
solutions, deregulation and dynamic reengineering based on
RECOMMENDATION 3. Strengthening Information Security on Digital
centrated focus and an integrated approach through a the ever-changing conditions of the business environment. Support for “digitalisation” and digital education Administrative Platforms. In addressing the se-
Perhaps a merger of ADISA within the Agency for Dialogue and
specific structure, that constantly pays attention to the Co-governance where a special structure (within the Agency for of businesses, especially with a focus on small curity of information shared on digital platforms
Dialogue and Co-governance) would specialize and work only
improvement of standard of services by proposing and on “user-focused service innovation” merging technological and and medium-sized businesses through (a)
regulatory elements into different solutions, could be a solution
following the implementation through innovative and long term for this matter. programs with grants/assistance for SMEs; 25 For example, “digital bootcamps” trainings.
 32 33

w w w . i n v e s t m e n t . c o m . a l FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES

for administrative services, the following steps lated issues. This concerted approach is envi- (2) Regulating and unifying the registration of and Improving Security: Addressing scepticism
are advised: (1) Establishment of a Contingency sioned to bolster user satisfaction and engage- farmers with Taxpayer Identification Number regarding transaction security is pivotal. Mea-
Plan for Cyber Attacks: Develop comprehensive ment while streamlining the problem-solving (NIPT), since all farmers who sell their products sures to ensure the integrity and safety of online
“back-up” and “recovery” plans to respond to po- process. to entrepreneurs (traders) are obliged to register transactions must be implemented and clearly
tential cyber-attacks quickly and effectively. This and be equipped with the NIPT certificate: communicated to enhance user trust. Diversifi-
plan should be made transparent to both busi- RECOMMENDATION 7. This registration serves various purposes, cation, Facilitation, and Speed: By incorporat-
nesses and the public. Such transparency will Simplifying the complaints process through including adherence to the VAT scheme and ing multiple second-level banks and alternative
foster trust in the platforms and encourage their harmonisation, integration, and improvement participation in the National Agriculture Support payment options within the e-Albania platform,
use; (2) Implementation of Information Classifi- of the complaints system for administrative Scheme. Presently, this process requires the payment process will become more diverse,
cation: Introduce a system for categorising pub- services. The following steps are proposed to physical document submission at Regional streamlined, and efficient. This step will signifi-
licised information, particularly data disclosed Initiate a User Journey Mapping: Commence by Tax Directorates. Meanwhile, to access IPARD cantly contribute to expediting services for busi-
by businesses. This could involve implement- meticulously mapping the “user journey” con- funds, farmers need a separate NIPT issued nesses.
ing limited access to certain data, for instance, cerning complaints about services. This map- from NBC, leading to the use of two separate
through a payment system. ping should encompass all touchpoints and NIPTs. To streamline this, it is suggested to unify RECOMMENDATION 10.
interactions a user undergoes when raising a the process and ensure that farmers operate Simplifying the interaction and usability of
RECOMMENDATION 6. complaint. The outcome should be a clear and with a single NIPT, possibly through NBC (as platforms for businesses through: (1) Tar-
Streamlining User Support for Enhanced coherent path that users can follow. Integra- any other business) and operate solely with one geted Service Display: Modify the e-Albania
Platform Usability. To optimise the usability tion into e-Albania Platform: Based on the es- NIPT. However, despite the decision whether the platform to exclusively filter/display services
of platforms for businesses, it is proposed to tablished user journey mapping, integrate the registration process is managed by the NBC or meant for businesses upon entering, rath-
establish an integrated support system that complaints process into the e-Albania platform, Regional Tax Directorates, the key is to establish er than presenting all services intended also
harmonises all service channels. Currently, aligned with specific requested services. This a unified and digitalised approach that presently for individual citizens; (2) Process Traceabil-
the fragmented approach creates confusion step facilitates the digitalisation of complaints is conducted in a physical format. ity and Resolution: Implement a system for
and inefficiency, hampering its effectiveness. and overall efficiency in addressing them. Pri- tracking processes, saving information while
Building a coherent integrated system, rooted ority Focus on Key Services: Prioritise the en- RECOMMENDATION 9. completing and resuming the process in a sec-
in user experience, necessitates a meticulous hancement of the complaints process for cru- Improvement of the online payment system, ond step where it was left before, particularly
mapping of touchpoints and levels that users cial services, particularly those involving the at least for central administrative services. To in cases of platform malfunction; (3) Logical
engage with, to access needed information NBC, Customs, and Tax Administration. bolster the effectiveness of the online payment Codification in Fiscalization platform: In the
more efficiently. This mapping process would system for central administrative services, the Fiscalization system, introduce a rational cod-
summarise the entire user-service interaction RECOMMENDATION 8. following steps are advised: Expansion of On- ification of NIVFs (National Identification and
cycle, enhancing user assistance comprehen- Review, evaluation, and regulation of line Payment Channels: Presently, payments Fiscal Verification Numbers) that follows a
sively. To initiate this system, a “user jour- administrative services for agricultural are facilitated via two main avenues: 1) physical coherent order, as opposed to using arbitrary
ney” model can be employed, which centres businesses and farmers through the following banks, and 2) Credins Bank online within e-Al- numbers. This logical sequence simplifies the
around the user’s query. This journey model aspectsthatneedtobeaddressed:(1)Streamlining bania. Acknowledging the business commu- identification and retrieval of information; (4)
should encompass an entry point and diver- Initial Registration of Agricultural Cooperatives nity’s inclination towards online payments, it’s Automated Invoice Download: Enable busi-
sions based on specific query types. Addition- as the entire process of registration of these recommended to broaden the scope of options. nesses to automatically download invoices
ally, to centralise support, it is recommended companies and documents requirements should This entails enabling online payments through from the fiscalization system on a weekly or
to unify the support phone number and offer be reviewed since it is currently considered all second-level banks and even exploring addi- monthly basis. This automation streamlines
real-time “chat bot” assistance for service-re- difficult and subject to unclear interpretations. tional payment methods. Addressing Concerns archiving processes, saving time and effort.
 34 35

w w w . i n v e s t m e n t . c o m . a l FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES

RECOMMENDATION 11. tention of these documents is mandatory. Their

Re-engineering of administrative practices submission is currently done online at NBC in

ANNEX I
and procedures related to the filing of finan- electronic format and by July 31 of the follow-
cial statements, taking advantage of the func- ing year. Meanwhile, a similar obligation is also
tionalities offered by digitisation, as an oppor- imposed on businesses based on Article 22 of
tunity to reduce the administrative burden for Law No. 25/2018 “On accounting and financial
both business and administration. Currently, statements”, requiring the submission of finan-
there is an increased administrative burden cial statements and explanatory annexes to the
for the business related to the filing of finan- GDT within 7 months from the reporting date
cial statements according to different formats (March 31 of the following year).
in two institutions, respectively GTD and NBC, Based on the goal of the digitisation to stream-
according to legal obligations arising from line the process of information and procedures,
two different laws. Specifically, based on Law to simplify and facilitate the bureaucratic steps
No. 9723, dated 03.05.2007, “On the National that are performed or administered by public ad-
Business Centre”, amended, article 43, point 3 ministration institutions and to increase their ef-
(a), entities are obligated to submit annual fi- ficiency according to the one-stop shop concept,
nancial statements, the business performance unification of the above procedures would be a
report and the audit report, maintained in ac- reasonable measure, with mutual benefits and 1. PROGRESS OF DIGITALISED » 66% of the fields in the application forms
cordance with legal requirements when the re- would require only a few legal amendments. SERVICES AND THEIR CURRENT are filled automatically by the interaction
STATUS and exchange of data between these regis-
The following data have been made available ters in real time.
by NAIS after the request for information from
the Secretariat, in the function of transparen- B. THE GROWING NUMBER OF USERS
cy and the need to promote digital services for OF THE SERVICES OFFERED ON THE
business: E-ALBANIA PLATFORM FOR BUSINESS
During 2022, over 265 million actions per-
A. AUTOMATION OF ADMINISTRATIVE formed through the platform are counted, a
PROCEDURES figure which is 0.23 times higher than the year
Interaction through the Government Platform before, or in other words, 380 times higher
of Interaction with state databases enables the than the number of actions performed during
facilitation of the application procedure by re- 2013.
ceiving data in real time from other electronic During 2022, 53,726 businesses were registered
registers: on the e-Albania portal, while 18,784 businesses
» 60 electronic systems are connected to the were registered for the period January - May
Government Interaction Platform so far in 2023. 170,000 entities registered on the portal
2023, which exchange data in real time, over the years have used at least one service
making it possible to automate adminis- during 2022 and 164,114 entities registered on
trative procedures in their handling as well the portal have used at least one service during
as eliminate accompanying documents. the period January - May 2023.
 36 37

w w w . i n v e s t m e n t . c o m . a l FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES

Figure 10. New registered users - businesses

4. SCA » Request for birth allowance and grant for
» 214,000 applications made for 72 busi- children born to employed persons
No. of new registered business users (annual data)
ness services for SCA for the year 2022 and » Income for temporary disability from
74,000 applications made during Janu- general illness
70,000 65,382 ary-May 2023. » Income for temporary disability from ac-
62,017
The most used SCA services by businesses are: cidents at work and occupational diseas-
60,000 53,726 » Application for issuance of ownership certif- es
50,000 icate » Income for sickness compensation
40,000 » Application for issuance of certificates (neg- when the workplace changes
ative/positive) » Income for permanent disability to a
30,000
» Application for issuing a copy of the property small extent from accidents at work and
18,784
20,000 14,557 card occupational diseases
9,899 7,633
10,000 3,038 4,767
38 17 5. MTE 8. NAIS
-
» 24,000 applications made for the 21 services » The “Application for the electronic certificate for
2013 2014 2015 2016 2017 2018 2019 2020 2021 2022 2023
(jan-may) offered to businesses for MTE during 2022 the fiscalization project” service counts 111,062
Source: NAIS applications for the year 2022, helping tax-
and 6800 applications made during Janu-
ary-May 2023. payers for the electronic invoice within the
For the year 2022, 8,700,000 public services 2. GDT The most used MTE services by businesses are: fiscalization project and 50,000 applica-
were received through e-Albania, of which » 200,000 applications made for 26 business » Request for exercising the activity as a beach tions made during January-May 2023;
1,600,000 are public services offered to the cat- services in GDT. station » “Application for equipment with electronic sig-
egory of businesses according to the following » 109,000 applications made for 26 business » Environmental impact assessment applica- nature for employees and tax-paying entities” is
service categories: services in GDT during January-May 2023 tion another service that e-Albania offers where
The most used GDT services by businesses are: » Application for equipment with accommo- the cost for business, in relation to the state
1. NBC » Payment list of social insurance contribu- dation structure categorisation certificate but also in the business-to-business relation,
» 787,800 applications made for 178 business tions, health and income tax from employ- decreases significantly with each passing
services in the NBC during 2022 ment (eSig25); 6. ARDA day. This service has 124,103 applications
» 460,000 applications made for 178 busi- » Notification of changes in registration; » Application for the fuel scheme for agricul- during the year 2022 and 82,000 applica-
ness services in NBC during the period Jan- » Certificate of payment of obligations. ture - for the year 2022, a total of 51,711 appli- tions made during January-May 2023.
uary-May 2023 cations were made by farmers.
The services with the highest number of applica- 3. GDC » Application for the fuel scheme for agricul- 9. MUNICIPALITY OF TIRANA
tions for NBC are as follows: » GDC offers 38 services for business for which ture - for the year 2023 (January-May), 54,691 » Businesses that operate under the juris-
» Simple/historical extract (Business); 17,000 applications were made during 2022 and applications were made. diction of Tirana Municipality have the
» Registration Certificate; 9,700 applications during January-May 2023. opportunity to be informed and pay un-
» Application to change the registration of a The most used GDC services this year are: 7. SSI paid local taxes and fees, as well as to be
Natural Person. » Authorisation for active processing mode; » 90,000 applications for Social Insurance In- provided online with proof of tax liquida-
During the year 2022, the new service of the » Request for additions to the authorisation of stitution (SSI) are reported for the 5 electron- tion with an electronic stamp. For these
QKB, “Certificate of Deregistration” was added, the active processing regime; ic services offered to business for the year services during 2022, 114,000 applica-
which is provided immediately with an electron- » Authorisation for exemption from fuel excise 2022 and 45,000 applications made during tions are counted, and 31,000 applications
ic stamp. duties for fishing vessels. January-May 2023 in relation to: during January-May 2023.
 38 39

w w w . i n v e s t m e n t . c o m . a l FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES

10. TDA declarations of goods and payments: transport lines; processing industry, fishing, agriculture, and
» Business applications for Territory Devel- » Balance of prepaid account at customs; » Vehicle certification in intercity transport forests. These entities have the right to apply
opment Agency (TDA) construction permits » Status of customs declaration of goods; lines; to benefit from the contingency fund for fi-
and licenses issued by NBC and Ministry of » Status of goods transit declaration; » Duplicate License/Certificate for intercity nancial compensation.
Infrastructure and Energy (MIE) number » Status of payments at customs. transport; » The National Agency of Medicines and Med-
36,000 applications for 2022 and 17,000 ap- » Request for access to e-Transport for inter- ical Devices has published 4 new services to
plications during January-May 2023. 4. DIRECTORATE-GENERAL FOR city transport; help Manufacturers/Representatives of for-
MARITIME AFFAIRS (DG MARE) » Request for line approval of intercity trans- eign manufacturers/Wholesalers of medical
B. NEW SERVICES DURING 2022 AND New services have been added related to the port; devices for registering and changing/can-
2023 certification of various watercraft for applicants » Request for addition/change/removal of the celling the registration of medical devices or
During 2022, new services have been added to who already follow the entire application and schedule in intercity transport lines; trading entities that have performed the reg-
the e-Albania portal, which are offered by insti- certification process online: » Request for addition/change/removal of sta- istration of medical devices at the National
tutions such as: » Application for the equipment of the ship tion on intercity transport lines; Agency for Medicines And Medical Devices
with a certificate according to the conven- » Licensing in intercity transport lines. (AKBPM), perform self-declaration of the
1. STATE ARCHIVES OF THE tion; import of medical devices.
JUDICIARY » Application for registration and equipment 7. NBC » Application for medical device registra-
» Online application for court archival docu- with a certificate of competence; It has added new services related to the dereg- tion
ments from the State Archive of the Judicial » Application for registration and equipment istration procedures of the natural person in the » Application for change of medical device
System. This service helps citizens and enti- with endorsement certificate; NBC: registration
ties to apply online for court documents with » Application for registration of changed data » Application for deregistration of the natural » Application for cancellation of medical
objects: inheritance, paternity, adoption, of the ship/vessel; person; device registration
ownership and criminal and investigative » Deregistration certificate. » Self-declaration of import for medical
cases. 5. GDIP equipment
The General Directorate of Industrial Property 8. MTE
2. MSEP (GDIP) has implemented the following service, » Application for equipment with accommo- C. SERVICES TO BE DEVELOPED DURING
An innovative innovation of this year are the two which helps citizens and entities to apply for the dation structure categorisation certificate. 2023
services of the Ministry of State for Entrepre- drafting of the research report by the European During the year 2023, new electronic services for In the framework of the legal changes, during
neurship Protection (MSEP) with the aim of ben- Patent Office (EPO): businesses have been developed and published 2023, the following services are in the process of
efiting from grants and support measures for the » Application for the drafting of the research on the e-Albania government platform, which being implemented:
applying subjects: report by EPO regarding the patent for the are evidenced as follows:
» o Facilitator’s passport; invention. » The National Employment and Skills Agen- 1. NATIONAL FOOD AGENCY (NFA)
» o Startup Passport/Start-up Passport. cy in 2023 has added a new service Request » Prior notification for import and transit of
6. GDRTS for Financial Compensation of Social Securi- products of non-animal origin in the Repub-
3. GDC The General Directorate of Road Transport Ser- ty and Health Contributions, helping all legal lic of Albania;
The General Directorate of Customs (GDC) has vices (GDRTS) offers the following services ded- or physical entities that employ workers who » Prior notification for import and transit of
added the following electronic services, for re- icated to intercity transport: are paid minimum wage and exercise activ- live animals in the Republic of Albania;
al-time verification of the statuses of customs » Residence station authorisation for intercity ity in the fields of economic activity of the » Application for prior notification for import
 40 41

w w w . i n v e s t m e n t . c o m . a l FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES

and transit of products of animal origin in the D. STATISTICS REGARDING THE TIME AND

ANNEX II
Republic of Albania; FINANCIAL SAVINGS FOR BUSINESSES
» Advance notification for import and transit FROM THE DIGITALISED PROVISION OF
of plants, plant products and agricultural in- THESE SERVICES.
puts in the Republic of Albania. The impact that the provision of electronic ser-
vices has had on businesses has been translated SECRETARIAT’S SURVEY
RESULTS
2. MINISTRY OF AGRICULTURE AND into a reduction in the costs of receiving services,
RURAL DEVELOPMENT (MARD) easing bureaucratic procedures, reducing the
» Request for registration/renewal of registra- time to receive services, but also improving the
tion and change of scope of Registration of transparency and quality of service provision.
Certifying Organizations for Biological Pro- The digitisation and generation of their docu-
duction; ments with an electronic seal through e-Alba-
» Registration of agricultural and food prod- nia has made it possible to provide them free of OBJECTIVE &
ucts with the designation “Traditional Spe- charge. According to NAIS estimates, business- METHODOLOGY
cialty Guaranteed”. es have been saved:
» over 333 years of waiting in lines to receive
3. COMPULSORY HEALTH state documents with an electronic seal;
INSURANCE FUND (FSDKSH) » about 3 million Euros from the removal of
Non-public health institutions will have the op-
METHODOLOGY
fees for these documents that are already of- • Desk research
portunity to enter or re-enter into contracts with fered free • Structured questionnaire sent online and
completed anonymously by 324 businesses
the Directorate of University Hospital Services or » payment; • Meetings with relevant public institutions
• 3 Focus group meetings in col-
with the Regional Directorate of the Compulsory » about 22 million Euros in working time costs laboration with the National Busi-
Health Insurance Fund to realise the financing of only from the real-time download of doc-
OBJECTIVE ness Center (NBC), Women’s
Economic Chamber, and inde-
• Has the implementation of pendent experts with the partic-
the health service packages that will be offered uments with an electronic stamp, without digital public transformation ipation of private sector repre-
sentatives and experts from the
by the non-public health institution. successfully enhanced the
counting here the operating expenses that ease of conducting business
National Agency for Information
Society (NAIS)
» Application for entering/re-entering into are thought to bring the savings for business- within the country concern-
ing the transparency, effec-
contract with Non-Public Health Institutions. es to several hundred million Euros. tiveness, and responsibility
of public entities towards
From 2017 until now, more than 27 million doc- the evolving demands of the
private sector?
4. MINISTRY OF TOURISM AND uments with an electronic seal have been gen-
ENVIRONMENT (MTE) erated by citizens, entities and employees of
MTE will provide an electronic service on the the public administration, which translates into
e-Albania portal, which will enable entities to time and cost savings for citizens and business-
submit a request for the approval of the change es. During the year 2022, only on the e-Albania
of surfaces and the reduction in volume from the portal, a total of 6.7 million documents with an
national forest fund or their expansion. electronic stamp were generated by citizens and
» Application for the change of areas and re- businesses. Only for the category of businesses,
duction in volume from the national forest 1.1 million documents with an electronic stamp
fund or their expansion. were generated.
 42 43

w w w . i n v e s t m e n t . c o m . a l FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES

General Perception
ADMINISTRATIVE BURDEN

Has receiving public administrative services electronically

reduced the administrative burden for your company?

1%
PRIVATE SECTOR
I don't know/no answer

Among businesses that

believe the administrative EXPERIENCE USING
No, it has not reduced 10% PUBLIC ONLINE
burden has not been
reduced, 79% are PLATFORMS
companies with an Yes, to some extent 36%
annual turnover of
up to 14 million Lek Yes, significantly 54%
and engaged in service
provision. 0% 10 % 20 % 30 % 40 % 50 % 60 %

General Perception Experience with the

CORRUPT PRACTICES E-ALBANIA platform

Receiving public services electronically (digitalized), has Reflecting on your recent visits, how satisfied were
it reduced corrupt practices in relation to institutions? you with the whole experience (e-albania)?

I don't know/no answer 5% Completely dissatisfied 3%

Among businesses that
believe corrupt practices To some extent dissatisfied 9%
No, it has not reduced 17%
have not been reduced,
72% are businesses Neutral (neither satisfied nor dissatisfied) 10%
engaged in service Yes, to some extent 34%
provision with an Somewhat satisfied 41%
annual turnover of up
to 14 million Lek. Yes, significantly 44% Completely satisfied 37%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
 44 45

w w w . i n v e s t m e n t . c o m . a l FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES

Experience with the Experience with the

E-TAX platform ELECTRONIC SIGNATURE platform

Reflecting on your recent visits, how satisfied Reflecting on your recent visits, how satisfied were
were you with the whole experience (e-tax)? you with the whole experience (e-sign)?

Completely dissatisfied 1% Completely dissatisfied 7%

To some extent dissatisfied 6% To some extent dissatisfied 5%

Neutral (neither satisfied nor dissatisfied) 11% Neutral (neither satisfied nor dissatisfied) 11%

Somewhat satisfied 36% Somewhat satisfied 33%

Completely satisfied 45% Completely satisfied 45%

0% 10% 20% 30% 40% 50%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

Experience with the Experience with the

E-FISCALIZATION platform LOCAL GOVERNMENTS platform

Reflecting on your recent visits, how satisfied were Reflecting on your recent visits, how satisfied
you with the whole experience (e-fiscalization)? were you with the whole experience?

Completely dissatisfied 3% Completely dissatisfied 10%

To some extent dissatisfied 7% To some extent dissatisfied 8%

Neutral (neither satisfied nor dissatisfied) 13% Neutral (neither satisfied nor dissatisfied) 12%

Somewhat satisfied 34% Somewhat satisfied

27%

Completely satisfied 44% Completely satisfied

43%

0% 10% 20% 30% 40% 50% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
 46 47

w w w . i n v e s t m e n t . c o m . a l FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES

ONLINE PAYMENT
For electronic services

How ready are you to use online payment for public services How ready are you to use online payment for public services
that can be offered as an option on online platforms? that can be offered as an option on online platforms?

EVALUATION ON
THE E-ALBANIA I don't know 0%
PLATFORM Male
49% 33% 17%
Not at all ready 20%
Female 39% 36% 25%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% To some extent
I am ready
34%
Fully ready To some extent i am ready Not at all ready

Fully ready 45%

0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

Evaluation on the TELEPHONE ASSISTANCE

E-ALBANIA platform Information Center for public services

Evaluation of aspects related to navigation on the e-Albania platform Have you used the telephone service at the green number 0800 0118 - How satisfied are you with
Information center for public services for questions/ambiguities/information/etc.? the service received?
The portal is secure and protects your confidential information
39%
The portal contains the necessary contacts via the online
form, emailor phone for any service-related complaints. 41%
The service is received at the specified time (there are no delays) 51% Completely dissatisfied 9%
The elements with the lowest The help section guides me to use the portal 52% Yes 13%
ratings on the portal include: Information on accompanying documents, costs,
procedural steps,and validity period is clear 60% To some extent dissatisfied 16%
1. Data security
2. Appeal procedure
The portal contains the appropriate
information on how to apply forthis service 63% I don't know
The portal contains the appropriate information
63% that it exists as 23% Neutral (neither
satisfied nor dissatisfied)
14%
3. Service delivery delays for the nature of theservice offered a possibility

4. Assistance during service It is generally easy to find the service I need 64%
acquisition -delayed responses,
Somewhat satisfied 37%
The accompanying documents for the application
for the service canbe simply uploaded to the portal 64%
and challenges in interacting with No 64%
institutions.
It is easy to navigate the portal
using the links and positional buttons 66% Completely satisfied 23%
The main page contains all the
basic elements to navigate the portal
67%
0% 10% 20% 30% 40% 50% 60% 70% 0% 5% 10% 15% 20% 25% 30% 35% 40%
0% 10% 20% 30% 40% 50% 60% 70% 80%
 48 49

w w w . i n v e s t m e n t . c o m . a l FOR IMPROVING THE

QUALITY OF DIGITAL PUBLIC
SERVICES TO BUSINESSES

CONCLUSIONS
1. The business expresses overall contentment with the delivery of electronic
public services, which have contributed to diminishing administrative
burdens and corrupt practices by minimizing the need for in-person
interactions with government authorities.
BIBLIOGRAPHY
2. There is a lack of digitization at the local level, whose electronic services
are considered at a basic level by the enterprise.
3. While e-Albania is appraised for its user-friendly accessibility, the platform’s
most challenging aspects during usage are identified as follows:
(1) Security concerns, (2) Handling complaints, (3) Timely service
delivery, (4) Support assistance.
4. The State Cadastre Agency is perceived as the institution posing the
most challenges concerning the utilization of online services (via the 1. OFFICIAL REPORTS & LEGAL » DCM No. 207 dated 07.04.2023
e-Albania platform) and the assistance rendered during service acquisition.
DOCUMENTS » DCM 22.09.2021 “On the Determination of
5. The enterprise is open to utilizing online payments for accessing electronic
services, but the concern of data security remains an obstacle. 2. the State Minister’s Area of Responsibility
» UN- The 2030 Agenda for Sustainable Devel- for Service Standards”
6. While endorsing the availability of online services, the enterprise also
necessitates the reopening of physical service points. This need arises due opment
to either the inability to utilize online platforms or the absence of » OECD Digital Government Toolkit- https:// 3. WEBSITES & LINKS
institutional assistance.
www.oecd.org/governance/digital-govern- » https://www.sigmaweb.org/publications/prin-
ment/toolkit/12principles/ ciples-public-administration.htm
SAMPLE PROFILE
» EU Progress Report Albania 2022 » https://www.kryeministria.al/newsroom
» Digital Agenda of Albania 2022-2026 and » https://www.mckinsey.com/capabilities/strat-
Action Plan egy-and-corporate-finance/our-insights/
Age Position in the company
» EU Commission eGovernment Benchmark how-covid-19-has-pushed-companies-over-
1% 2% Tirane 2022 the-technology-tipping-point-and-transformed-
I prefer not to answer 1% 4%
Durres
Elbasan lawyer 2% » OECD 2020 “Government in Perspective: business-forever
over 55 years old 22% 15% Western Balkans” » https://neighbourhood-enlargement.ec.europa.
Fier
Gjirokaster
46 - 55 years old 28% 3% 20%
48% 5%
Korçe
Financier/Economist
» OECD “Digitalisation and Productivity: A eu/albania-report-2022_en
36 - 45 years old 31% Kukes
3%
Story of Complementarities”, https://www. » https://digital-strategy.ec.europa.eu/en/library/
Lezhe
26 - 35 years old 17% 1 8%
% Shkoder
Administrator 77%
oecd.org/economy/growth/digitalisation-pro- egovernment-benchmark-2022
Vlore
18 - 25 years old 2% % 3%
7 Berat

ductivity-and-inclusiveness/ » https://desapublications.un.org/sites/default/
0% 5% 10% 15% 20% 25% 30% 35% Diber 0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

The size of your business according

to the turnover of the last year The largest shareholder/Partner/Owner of your business is: Activity » Law 43/2023 “On Electronic Governance” files/publications/2022-09/Web%20ver-
» Law 107/2021 “On Co-governance” sion%20E-Government%202022.pdf
Services
46%
over 14 million ALL 33% 6% Industry
12% » DCM No. 284, dated 1.4.2015 » https://publicadministration.un.org/egovkb/
9% » DCM no. 43, dated 15.1.2020 “ On the Func- data-center
Construction
up to 8 million ALL 43% 26% Female Business
14%
Male Information and communication
7% tioning of the Process of Exchange of Doc- » https://albania .un .org /sites /default /
8 -10 million ALL 13%
I prefer
Accommodation and food service
9% uments between Institutions through the files/2022-05/Digital%20Development%20
12%
not to Agriculture, forestry and fishing
1%
10 - 14 million ALL
67% answer
Transport and storage
1% System of Electronic Signature Document Country%20Profile_Albania_final_02.22.pdf
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
Circulation” » https://www.shqiperiaqeduam.al/
» DCM No. 370 dated 01.06.2022 » https://NAIS.gov.al
 50

ABOUT INVESTMENT COUNCIL IN ALBANIA

The Investment Council facilitates the development of mutual trust between the business
community and the government in Albania and contributes to an incremental institutionalization of
effective policy dialogue. It contributes to the national reform and economic transition process by
enhancing institutions, laws and policies that promote market functioning and efficiency.

Dr. Diana Leka (Angoni) Elvis Zerva Elida Fara Xaira Shurdha Elisa Lula
Head of Secretariat Legal & Regulatory Expert Economic Expert Liaison and Monitoring Expert Administrative and Communications Officer
[email protected] [email protected] [email protected] [email protected] [email protected]

Published by the Investment Council Secretariat (ICS), Dëshmorët e Kombit, Tiranë, Shqipëri
[email protected] / www.investment.com.al / ICS is responsible for the content of this publication.

Investment Council is supported by the Ministry of Finance and Economy, the European Bank for Reconstruction and Development (EBRD) and the Swiss State Secretariat for Economic Affairs (SECO)