REPUBLIC OF KOSOVO AGENCY FOR INFORMATION SOCIETY MINISTRY OF INTERNAL AFFAIRS Strengthening Digital Governance for Service Delivery Project (P178162) STAKEHOLDER ENGAGEMENT PLAN Draft version January 2023 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) TABLE OF CONTENTS 1. INTRODUCTION ........................................................................................................................................ 4 1.1. Project Description ........................................................................................................................... 4 1.1.1. Objectives and Components of Project ....................................................................................... 4 1.1.2. Project Implementation ............................................................................................................. 10 1.2. Stakeholder Engagement Plan Objectives .................................................................................... 10 1.3. Regulatory Requirements for Stakeholder Engagement .............................................................. 11 1.3.1. Kosovo National Legal Framework for Stakeholder Engagement ............................................ 11 1.2. World Bank Policies and Requirements ........................................................................................ 13 2. BRIEF SUMMARY OF PREVIOUS STAKEHOLDER ENGAGEMENT ACTIVITIES ........................................ 13 3. STAKEHOLDER IDENTIFICATION AND ANALYSIS ................................................................................... 16 3.1. ProjectAffected Parties .................................................................................................................. 16 3.2. Other Interested Parties ................................................................................................................ 18 3.3. Vulnerable Individuals or Groups .................................................................................................. 19 3.4. Summary of Project Stakeholder Needs ....................................................................................... 20 4. STAKEHOLDER ENGAGEMENT PROGRAM ............................................................................................. 24 4.1. Purpose and Timing of Stakeholder Engagement Program .......................................................... 24 4.2. Proposed strategy for information disclosure .............................................................................. 25 4.3. Proposed strategy for Consultation............................................................................................... 29 4.4. Proposed Strategy to Incorporate the Views of Vulnerable Groups ............................................ 35 4.5. Timelines ........................................................................................................................................ 36 4.6. Review of Stakeholder Comments ................................................................................................ 36 4.7. Future Phases of the Project .......................................................................................................... 37 5. RESOURCES AND RESPONSIBILITIES FOR IMPLEMENTING STAKEHOLDER ENGAGEMENT ACTIVITIES 37 5.1. Resources........................................................................................................................................ 37 5.2. Management/staff functions and responsibilities........................................................................ 38 6. GRIEVANCE MECHANISM (GM) ............................................................................................................. 39 7. MONITORING AND REPORTING............................................................................................................. 41 7.1. Involvement of Stakeholders in Monitoring Activities ................................................................. 41 7.2. Reporting Back to Stakeholder Groups ......................................................................................... 42 1 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) ANNEX 1. Records of Meetings or Consultations Form ......................................................................... 43 ANNEX 2. Grievance Submission Form................................................................................................... 44 ANNEX 3. Grievance Register Form ........................................................................................................ 45 ANNEX 4. Active CSO’s in the relevant domain in the country ............................................................. 46 ANNEX 5. Brief Summary Of Disclosure And Stakeholder Consultation............................................... 47 ANNEX 6. Minutes Of Meeting .................................................................. Error! Bookmark not defined. ANNEX 7. Photos Taken during the Stakeholder Consultation Meeting for the ESF documents – Strengthening Digital Governance for Service Delivery in Kosovo, held in the PM premises on January 23, 2023 Error! Bookmark not defined. ANNEX 8. List of Participants in the Consultation meeting for the ESF documents – Strengthening Digital Governance for Service Delivery in Kosovo, January 23, 2023 ........ Error! Bookmark not defined. ANNEX 9. Screenshot of the Public Announcement in the PMO webpage (announcement in Albanian, Serbian and English) ..................................................................... Error! Bookmark not defined. List of Tables Table 2.1: Summary of previous stakeholder engagement activities ............................................................ 14 Table 3.1: Affected Parties .............................................................................................................................. 16 Table 3.2: Other Interested Parties ................................................................................................................ 18 Table 3.3: Summary of Disadvantaged and vulnerable groups interests/specific needs ............................... 20 Table 3.4: Level of Interest and influence of PAP and OIP ............................................................................. 21 Table 4.1: Information disclosure strategy ..................................................................................................... 25 Table 4.2: Proposed Consultation strategy..................................................................................................... 30 Table 4.3: Strategies to engage vulnerable groups ........................................................................................ 35 Table 5.1: SEP Budget ..................................................................................................................................... 37 2 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) Acronyms and Abbreviations AIS Agency for Information Society CSO Civil Society Organization DTU Digital Transformation Unit DRC Disaster Recovery Center EIA Environmental Impact Assessment E&S Environmental and Social ESCP Environmental and Social Commitment Plan ESF Environmental and Social Framework ESMP Environmental and Social Management Plans ESS Environmental and Social Standard EU European Commission FCDO Foreign Commonwealth &Development Office GIZ German Agency for International Cooperation GRM Grievance Redress Mechanism IDA International Development Association ICT Information and Communication Technology IEC Information, education and communications ISC Integrated Service Center LMP Labor Management Procedure MED Ministry of Economic Development MIA Ministry of Internal Affair MIET Ministry of Industry, Entrepreneurship and Trade MFLT Ministry of Finance, Labor and Transfer NGOs Non Governmental Organizations OECD Organization for Economic Cooperation and Development OIP Other Interested Parties OPM Office of the Prime Minister PAD Project Appraisal Document PAP Project affected people PDO Project Development Objective PMC Project Management Committee POM Project Operational Manual PIU Project Implementation Unit RK Republic of Kosovo DTC Digital Transformation Commission SDC State Data Center SEP Stakeholder Engagement Plan SIDA Sweden's government agency for development cooperation Swiss SDC Swiss Agency for Development and Cooperation UNDP United Nation Development Program UNICEF United Nations International Children’s Emergency Fund USAID United States Agency for International Development WB World Bank 3 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) 1. INTRODUCTION This document is a Stakeholder Engagement Plan (SEP) on the Project ‘Strengthening Digital Governance for Service Delivery Project’ in Republic of Kosovo. The SEP is prepared in accordance with the World Bank’s Environmental and Social Standard (ESS10) on Stakeholder Engagement and Information Disclosure, as well as Kosovo legal Framework. It provides identification of stakeholders and the proposals for future engagement with stakeholders throughout the life cycle of the World Bank Group’s International Development Association (IDA) – financed project. Previous engagement activities carried out by the World Bank and government of Kosovo for the proposed project and the roles and responsibilities of implementing Agency (AIS) in engaging with stakeholders during Project implementation are summarized in this Plan. This SEP is prepared to ensure appropriate stakeholder consultation and information disclosure, by establishing the timing and methods of engagement with affected or interested stakeholders by the Project. It includes differentiated measures to allow the effective participation of those identified as disadvantaged or vulnerable. Finally, this plan describes a grievance mechanism; outline the process that stakeholders may use to raise any concerns about the Project and providing their opinions that may influence the Project implementation and its results. The SEP will be updated as necessary throughout the project’s life cycle. 1.1. Project Description The Government of Kosovo is planning to implement the Project on ‘Strengthening Digital Governance For Service Delivery’ with the support of the World Bank Group’s -IDA and implemented through the Agency for Information Society (AIS) under the Ministry of Internal Affairs (MIA). The proposed Project aims to improve the quality of and user access to selected public administrative services in Kosovo by reflecting in this way the objectives of the 2021-2025 Government Program and its ongoing work on the development of a comprehensive digital governance strategy. Digitalization of services and their up take will have important implications for the Government’s efforts to combat corruption, which is one of the other focus areas of the Government Program. Digitalization is also expected to contribute to the Government’s achievement of priorities related to gender and climate change. The Project will support Focus Area 2 of the Country Partnership Framework (CPF) FY17-21 for the Republic of Kosovo (RK) on Strengthening Public Service Delivery and Macro Fiscal Management. 1.1.1. Objectives and Components of Project The Project Development Objective is to improve the quality of and user access to selected public administrative services in Kosovo. It will support the achievement of the following agreed result indicators of the Project Development Objective (PDO); • Number of transactions completed through e-Kosova per month (access) • Percentage of women accessing public services through e-Kosova (access) 4 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) • Percentage of targeted vulnerable groups accessing public services through e-Kosova (i.e., poor, RAE, individuals with disabilities) (access) • Compliance with “service standards� for services under pilot life event categories (quality) • Number of web services automating secure and reliable data exchange via the Government Gateway (GG) (or Government Service Bus) (quality) The total cost of the ‘Strengthening Digital Governance for Service Delivery Project (P178162) will be around USD 20 mill. The project will be implemented with the support of the Project Implementation Unit (PIU) within AIS. The Project consists of three main components organized in sub-components (as described in the following paragraphs) which are interlinked and contribute towards the achievement of the PDO. • Component 1: Digital transformation of government This component will support initiatives to establish the “whole of government�1 architecture and shared platforms necessary for the digital transformation of the government and the facilitation of citizen centric public service delivery. This includes improving the interoperability of government systems, disaster recovery/business continuity solutions, and shared platforms (e.g., Government Gateway, SDC/DRC arrangements, Whole of Government platform). In particular, the component will support the following areas: Subcomponent 1.1: Developing interoperability standards and protocols, and appropriate infrastructure. This subcomponent aims to strengthen the foundation for digital service provision through the development of interoperability standards and appropriate associated infrastructure. It will include: (i) Development and implementation of a National Interoperability Framework in line with the new European Interoperability Framework (EIF); (ii) enhancement of the National Open Data Portal 2 through the development of processes to enable more frequent updates and of additional Application Programming Interface (API) capabilities, (iii) assessment and enhancement of the Government Gateway (GG) to automate secure data exchange for key government systems as well as the G2G and G2C/G2B services provided through e-Kosova portal, and expand its use, including energy efficient hardware as needed; (iv) improvements to the interoperability of base registries and selected core public entities; and (v) associated capacity building and change management activities. Subcomponent 1.2: Strengthening the SDC/DRC arrangements and transition towards a government cloud platform. The objective of this subcomponent is to strengthen the state data center (SDC) and disaster recovery center (DRC) arrangements and support a transition to cloud computing, in order to enhance the resilience of 1 The whole-of-government approach emphasizes integration in terms of joint activities, plans, and platforms across government units instead of fragmentation and departmentalism. GovTech envisions a whole-of-government approach with interoperable government systems, seamlessly connected e-service solutions, and citizen service centers providing access to all public services and fostering easily accessible, efficient, and transparent government with citizens at the center of reforms. 2 Open Data Republic of Kosovo 5 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) government business operations to disruptions from, inter alia, climate change natural disasters and other events, in Kosovo. It will include: (i) Support for the establishment of a shared DRC for short-term needs to host selected government critical information systems requiring near zero downtime or data loss in the event of primary data center disruption; (ii) development of a Cloud Computing Transition Plan providing a roadmap for transitioning to a hybrid government cloud platform and ensuring data and information systems confidentiality, integrity, and availability, in addition to ensuring security and portability; a migration plan for the public sector; and support to the preparation of associated policies aimed at ensuring the cloud readiness and cloud awareness of all new information systems; and (iii) acquisition of energy efficient critical equipment for the SDC/DRC, as needed, to safeguard the information stored and maintained in the Government’s registries. Subcomponent 1.3: Developing a “Whole of government� platform. The objective of this subcomponent is to develop a whole-of-government platform that will serve as a go-to hub for public servants and improve internal processes, communication, and collaboration. It will include: (a) Design, development and phased deployment of a whole-of-government platform aimed at improving communication, collaboration, and engagement between public servants, as well as monitoring the implementation of the National Development Strategy 2030 and other government policies, including inter alia, functional areas related to organization and human resources, collaboration, resource management, news, workflow/case management (including linkages with the document management system and national electronic signature tools), e-archiving, and monitoring and performance management tools; and associated capacity building and change management activities. (b) Assessment of government network (GovNet) infrastructure needs and support for the expansion of GovNet infrastructure, including energy efficient equipment as needed. • Component 2: Digital transformation of public service delivery This component will support the expansion of government e-services through an upgraded e-Kosova and pilot an innovative approach to proactive citizen-centric service delivery organized around life events. In parallel to supporting enhancements to the e-Kosova platform and an expanded number of services available, the Project will support activities that help Kosovo to transition to citizen-centric services through adopting a multichannel approach to delivering services and advancing an innovative approach of clustering services around life events to proactively engage with citizens/users. Project support will be structured around four subcomponents. Subcomponent 2.1. Enhancement and upgrade of the e-Kosova platform and base registries The objective of this subcomponent is to support the expansion of government digital services in an upgraded e-Kosova portal and support the interconnection of base registries, especially the civil registry. In particular, it will include: 6 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) (a) Technical enhancements to the e-Kosova platform that improve availability, scalability, performance, security and accessibility, and the inclusion of services already available as e-services or in the process of being digitalized3. (b) Improvements in accessibility through an upgraded e-Kosova application design to improve the user interface including for users with special needs, meeting WCAG 2.0 or later standards for individuals with disabilities; and development of an upgraded e-Kosova mobile application; (c) Further interconnection of key base registries, particularly of the Kosovo Civil Registration Agency (CRA) database, with e-Kosova and use by other organizations to promote integrated services through, inter alia: (i) creation of an electronic file archive of all key individual identification documents issued in Kosovo during the former Yugoslavia and later during the occupation of Kosovo that allows links to other relevant registers of CRA and interconnection with other base registries, databases; (ii) development of a centralized, electronic open data platform for the CRA that helps other interested organizations and citizens link to updated, real time data from the CRA system; (iii) the advancement and maintenance of the driver's license system; (d) support the interconnection of CRA databases and other government electronic systems; and (e) acquisition of energy efficient equipment as needed. (d) Strengthening of the dedicated AIS teams that are responsible for managing the e-Kosova platform as well an increased focus on data analytics and user research, including setting up key performance indicators (KPIs) and service-level agreements (SLAs) for any selected service that is accessed on e-Kosova, developing a performance dashboard, monitoring reports, and quality enhancement recommendations based on the information generated. Subcomponent 2.2. Increasing Multichannel Access to Citizen-Centric Digital Services The objective of this subcomponent is to operationalize multichannel access to services, including a communications campaign to mobilize citizens as service users and a modernized customer service architecture. In particular, it will include: (a) Design and upgrading of a new, multi-channel, digitalized e-Kosova Contact Center within AIS, including, inter alia: (i) development of integrated Help-Line software which is connected to e-Kosova and other relevant systems; (ii) deployment of customer relationship management (CRM) software to support troubleshooting of digital service use, including ticket management, real-time monitoring, a text and voice virtual assistant to filter user service queries; and collection of user feedback through text messaging; (iii) acquisition of associated energy efficient hardware and network equipment, as well as furnishing needed for the e-Kosova Contact Center; (iv) analysis of user data, including data drawing upon new exit surveys for individual users who have accessed an e-service; and (v) additional identified training needs of the Contact Center workforce. 3 Although the project’s main focus for the digitalization of services would be on the identified life event categories under subcomponent 2.3, if feasible the project will also support the necessary software enhancements for services that are in the process of being digitalized or available as e-services to become available in e-Kosova. For example, e-procurement services with the national procurement agency, planned services related to the judiciary, licenses and permits provided by the Ministry of Environment and services by the Ministry of Agriculture in addition to the few services (information and grant-related) already on e-Kosova. 7 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) (b) Establishment of a pilot Integrated Service Center (ISC) in Pristina within an existing government location, including, inter alia, (i) financing for a feasibility study, and a competition for the design and area master plan; (ii) support minor refurbishment needs and additional investments in energy efficient hardware and software to make the new ISC operational and maximize its energy efficiency; and (iii) a communication campaign to raise awareness about the Pristina ISC, and linked to activity 2.2(c). (c) Development and deployment of an active information, education and communications (IEC) outreach communications campaign to increase awareness and mobilize citizens on the multi- channels of access to e-services, including, inter alia, (i) a survey in the first year that targets the vulnerable groups (senior citizens, women, RAE communities) to better design an IEC-outreach program; (ii) additional surveys designed and implemented at project mid-term and subsequently (Y4, Y5) to monitor and improve the impact of the IEC-outreach program and targeted mobilization efforts to especially reach the identified vulnerable groups. Subcomponent 2.3. Piloting Citizen-Centric Digital Services with a life event approach This subcomponent aims to support the development of citizen-centric service delivery by piloting a life event approach 4 as an important demonstration effect of innovations to providing proactive integrated services that are resilient to disruptions in physical access to government buildings. In particular, it will include: (a) Analysis of global experience in using a life event approach and the finalization of the services to be selected for support under the Project; clustering of existing digital services associated with the selected life event on the e-Kosova portal (b) Reengineering of services around two priority life event related category of services (based on agreed criteria with the Government, including readiness of the e-service; service importance and user demand for impact; and gender and overall inclusion considerations 5 ), such that the package of services clustered around the life event is delivered in a proactive manner once the triggering event is verified. For each life event category, selected associated services will undergo, where needed: (i) ICT and automation upgrades to increase proactivity, including where relevant integration of machine-learning methods and artificial intelligence to improve user pathways, provide user-context suggestions, detect user behavior anomalies, and predict high-loads; (ii) administrative rationalization and simplification; and (iii) support to necessary regulatory and legal amendments. Subcomponent 2.4. Innovation. 4 The most advanced digital governments (incl., Estonia, Denmark, UK, Singapore, Australia, New Zealand) have, in recent years, transitioned to delivering services that are proactive and integrated around a citizen or user reporting a life event, such as getting married, becoming a new parent, buying a new home etc. 5 Criteria for selection: (i) those life events that are most “ready� in terms of e-service organization, institutional ownership, level of automation and policy/legal readiness, (ii) those life events that touch a significant number of users and, (iii) those life events that impact the project’s target vulnerable groups, such as women and the disabled. 8 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) The subcomponent will support the Government’s aim to establish an innovation cell within AIS to leverage innovative digital transformation solutions for improving access to and the quality of public services. In particular it will provide support to: (a) the establishment of an innovation cell within Government as the responsible authority to engage with interested developers and to harness additional donor financing for innovative solutions that currently exist. Possible areas could include: climate resilience, innovation in procurement of digital goods and services, innovations in citizen engagement and service delivery tools; and (b) Selected activities that will contribute to strengthening the innovation ecosystem by tapping into the capacity of the private sector and the diaspora, and promote a culture of innovation within Government, such as, inter alia, (i) use of frontier technologies (satellite-based technology, AI, machine learning, big data); (ii) crowdsourcing of ideas about public policies and strategies, and (iii) private sector involvement to address public sector challenges (start-ups). • Component 3: Institutional strengthening, change management, and project management This component aims to provide targeted technical assistance to support institutional strengthening and change management activities required for the successful implementation of the Project and achievement of results. It includes three subcomponents: Subcomponent 3.1. Institutional strengthening. This subcomponent aims to provide specialized technical assistance to strengthen the data governance policy and institutional framework necessary for driving the digital transformation of government and services and foster a culture of trust and collaboration among public entities. This will include, inter alia: (a) Strengthening of the data governance institutional and legal framework through, inter alia, (i) the establishment of a data governance body 6 responsible for the development and implementation of a data governance strategy; (ii) development of a data-classification methodology, standards, and protocols as well as improvements in the legal and organizational framework, (iii) revisions to the legal framework to enhance compliance with relevant EU regulations; (iv) devising privacy and security measures, and other legal safeguards and enablers; (v) strengthening the Information and Privacy Agency; and (vi) designing and implementing incentives for better ICT investment management such as spending controls policy; and (b) Strengthening of the institutional and coordination structure envisioned in the e- Government strategy 2023-2027 (including the establishment of a Digital Transformation Unit within the Prime Minister’s Office). Subcomponent 3.2. Change management. This subcomponent aims to support the change management and capacity building processes important for ensuring the success of digital government reforms. In particular, it will: (a) Identify targeted change management and capacity building support related to (i) leadership level skills to plan and implement reforms in a timebound manner (e.g., applicability of rapid results approaches); (ii) managerial skills (non-IT or non-specialized) to support prioritization of reforms and 6 The data governance body could be a new institution or an existing one that undertakes such responsibility. 9 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) selection of services to be digitized being primarily responsive to user needs; and (iii) broader technical (including IT-related) skills that need to be in place within key ministries, departments and agencies to provide a catalyst for wider adoption of the new IT-systems and whole of government platform supported through the project. Subcomponent 3.3 Project management. This subcomponent aims to strengthen the capacity of the Agency for Information Society to manage the Project. In particular, it will include: staffing of the PIU (including, inter alia, expertise on M&E, technical coordination, project planning, procurement and contracts management, and financial management). 1.1.2. Project Implementation The key implementing agency for the Project is the Agency for Information Society (AIS). The PIU, which will be established within AIS will be responsible for overseeing day-to-day project management, including the timely preparation and execution of annual work plans and budgets; preparation, execution, and updating of procurement and implementation plans; performance of fiduciary functions; and preparation of financial and performance reports. The PIU will be responsible for monitoring and reporting on Project results in coordination with the AIS teams managing the eKosova platform and for the preparation of semi- annual progress reports. The Project Management Committee (PMC) headed by the Chief Technology Officer at the Office of the Prime Minister (OPM) and comprised of institutional representation from the different agencies responsible for both coordination and technical implementation will be responsible for overall coordination and oversight of project implementation. The Digital Transformation Unit (DTU) to be established within the OPM will work in coordination with PIU and will be responsible for providing technical support, fostering technical coordination, and overseeing the implementation of Government’s broader eGovernment Strategy 2023-2027. It will support and coordinate across programs aimed at digital transformation. The Digital Transformation Commision (recently established, more broadly than for the Project itself) will provide high level strategic advice to whole-of-government efforts on digitalization and bring together high level decision makers from multiple agencies involved in the the Government’s implementation of the digital government agenda (and as such, the Project). It is headed by the Prime Minister and includes Heads of the Ministry of Finance, Ministry of Interior, and others selected ministries. Qualified and experienced staff will be engaged in PIU to fill specific operational and advisory roles related to; financial management (FM), environmental and social, monitoring and evaluation, and communications. Experts from both public and private sector including core staff with technical responsibilities related to digital infrastructure, business process reengineering, change management and coordination would be engaged in the DTU during the project implementation. 1.2. Stakeholder Engagement Plan Objectives The objective of this SEP is to improve and facilitate Project-related decision-making and create opportunities for active involvement of all stakeholders in a timely manner, provide possibilities for all stakeholders to voice their opinions and concerns that may influence Project decisions. The scope of this 10 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) Stakeholder Engagement Plan seeks to be proportionate to the nature and scale of the project and its potential risks and impacts. It will contribute to successful Project implementation and support improving the environmental and social sustainability of the Program. The specific objectives of the stakeholder engagement plan are as follows: 1. To establish a systematic approach to stakeholder engagement that will help AIS to identify stakeholders and build and maintain a constructive relationship with them, in particular project affected parties. 2. To assess the level of stakeholder interest for the project and to enable stakeholders’ views to be taken into account in project design and environmental and social performance. 3. To provide means for effective and inclusive engagement with project-affected parties and interested parties throughout the project life cycle on issues that could potentially affect them. Hence, the plan on how AIS and the Project Implementation Unit (PIU) will communicate with the Project stakeholders will be presented in this SEP document. 4. To ensure appropriate project environmental and social risks disclosed to stakeholders in a timely, understandable, accessible, and appropriate manner and format. 5. To provide project-affected parties with accessible and inclusive means to raise issues and grievances, and allow Borrowers (AIS) to respond to and manage such grievances. 1.3. Regulatory Requirements for Stakeholder Engagement Stakeholder engagement for the Project will follow the national legislative requirements in Kosovo as well as World Bank’s ESS10 on Stakeholder Engagement and Information Disclosure. 1.3.1. Kosovo National Legal Framework for Stakeholder Engagement The main principles for right to access public documents in Kosovo are defined in Article 41 of the Constitution of the Republic of Kosovo, which stipulates that every person enjoys the right to access public documents, except for the information that is restricted by law, due to the privacy, business secrets or those classified security information. Environmental legal framework (Environmental Protection law and EIA law and administrative instruction for EIA process) also stipulates the need for public disclosure and consultation activities. The Law on Environmental Protection No. 03/L-025 provides the obligation of the central and local institutions and all other authorized organizations to regularly, timely and objectively inform the public on the environmental status, environmental quality and emission, warning measures, and pollution, which may pose threat to human life and health. It also ensures the participation of the public in the decision-making processes. Kosovo is not party to the Aarhus Convention on Access to Information, Public Participation in Decision- making and Access to Justice in Environmental Matters (1998). However, most of principles of the Convention are implemented in the national legislation. Other laws, regulations and guidelines which foresee disclosure of project information or support access to information, encompassing processes for raising grievances and appeals, and promote and ensure the consultation process includes: 11 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) Law on Access to Public Documents7 (LAPD) guarantees the right of every natural and legal person to have access, without discrimination on any grounds. Access to public documents is provided through proactive publication of public documents by public institutions and through a written, electronic or verbal request of any person for access to public documents. The law also defines the procedures for proceeding complaints to the Information and Privacy Agency, Ombudsman and competent Court in case of rejection or non- response for access to public documents from public institution. According to article 30 of the law no. 06/L – 114, 2019 the public official has the obligation to exercise his/her duty with transparency and to provide the public with any necessary information, except in cases the information is classified according to the law. As regards to consultation process, article 7 of the Regulation No. 09/2011 of Work for Kosovo Government stipulates that a preliminary consultation by the proposing body or governmental body should be carried out with ministries, state administration and other relevant bodies for concept documents, explanatory memoranda, or draft legal and by-law acts, strategic plans of ministries or sectoral strategies. Except for the consultation with ministries and administration bodies defined in article 7, the proposing agency which prepared proposals for which a concept document is required, shall publish the content of its proposal for public comment and shall specifically solicit comments from non-governmental organizations that are significantly affected by the proposal. Guideline No. 062/2011 on public consultations process issued in support of Article 32 and Article 76 of the above Regulation aims to standardize the process of public consultations, and is implemented by civil servants involved in drafting of official documents (policies, strategies, draft laws, etc.), and by civil society organizations. In this guidance are defined the stages when the consultation should be carried out, and who should be consulted. According to this guideline, the consultation should provide opportunities for inclusion in the consultation process of groups excluded from decision-making processes. Regulation No.27/2018 on the Government Public Communication Service sets out the functioning of a coherent and coordinated system for government public communication. The provisions of this Regulation are binding on all Government institutions at central and local level. Chapter II of the regulation describes the functions of the government public communication service. According to Article 15, central and local level government institutions shall use social networks for public communication, in accordance with the Guideline for Social Networks. Regulation No. 05/2016 on the ‘Minimum Standards For The Public Consultation Process’ aims to encourage and ensure a public consultation process between public bodies, interested parties and the public, for a comprehensive participation in the policy-making and decision-making process with public interest and to increase transparency and responsibility of public bodies towards interested parties and the public. It defines the forms and techniques of public consultations. The minimum standards for public consultations defined in this Regulation apply to all documents, the drafting process of which requires public consultation. According to the regulation, the OPM for Good Governance is obliged to maintain the online platform (https://konsultimet.rks-gov.net/) which is used by all public bodies to identify stakeholders for the development of public consultation. 7 Law no. 06/L-081 on Access to Public Documents, 2019 12 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) 1.2. World Bank Policies and Requirements In addition to the requirements of Kosovo legal framework described above, the Project must also meet the requirements for the engagement of stakeholders and environmental and social standards of the World Bank. The World Bank’s Environmental and Social Framework (ESF)’s Environmental and Social Standard 10 (ESS10) under the “Stakeholder Engagement and Information Disclosure�, identifies the importance of open and transparent engagement between the Borrower and Project Stakeholders as an essential element of good international practice. The ESS10 establishes a systematic approach to stakeholder engagement that potentially helps the Borrower to identify stakeholders and build and maintain a constructive relationship with them, as well as disclose information on the environmental and social risks and impacts to stakeholders in a timely, understandable, accessible and appropriate manner and format. It recommends that stakeholder engagements commence as early as possible during the project development process and continue throughout the lifecycle of the project. This allows consideration of stakeholders’ views in the project design and environmental and social performance. The Borrower will also implement a grievance mechanism to receive and facilitate resolution of concerns and grievances. The following are the requirements set out by ESS10: • Borrowers will engage with stakeholders throughout the project life cycle, commencing such engagement as early as possible in the project development process and in a timeframe that enables meaningful consultations with stakeholders on project design. The nature, scope and frequency of stakeholder engagement will be proportionate to the nature and scale of the project and its potential risks and impacts. Borrowers will engage in meaningful consultations with all stakeholders. • Borrowers will provide stakeholders with timely, relevant, understandable, and accessible information, and consult with them in a culturally appropriate manner, which is free of manipulation, interference, coercion, discrimination, and intimidation. • The process of stakeholder engagement will involve the following, as set out in further detail in this ESS: (i) stakeholder identification and analysis; (ii) planning how the engagement with stakeholders will take place; (iii) disclosure of information; (iv) consultation with stakeholders; (v) addressing and responding grievances; and (vi) reporting to stakeholders. • The Borrower will maintain and disclose a documented record of stakeholder engagement, including a description of the stakeholders consulted, a summary of the feedback received and a brief explanation of how the feedback was considered, or the reasons why it was not. The Stakeholder Engagement Plan must be disclosed as early as possible, and before project appraisal. If significant changes are made to the SEP, the Borrower must disclose the updated SEP. According to ESS10, the Borrower should also propose and implement a grievance mechanism to receive and facilitate the resolution of concerns and grievances of project-affected parties. 2. BRIEF SUMMARY OF PREVIOUS STAKEHOLDER ENGAGEMENT ACTIVITIES Stakeholder engagement activities undertaken to date included high level engagement with the World Bank Team, Implementing Agency (AIS), other key agencies involved in certain activities of the Project, Line Ministries and other agencies, Donors, NGOs and other relevant stakeholders etc. The activities included missions, dialogues, meetings and consultations (in virtual and in person). A stakeholder consultation was held in Prishtina on January 23, 2023, at the premises of the Office of the Prime Minister to ensure disclosure and consultation with stakeholders of all relevant information of the ESF 13 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) documents (ESCP, generic ESMP, SEP and LMP) prepared in the framework of the Project with regard to management of environmental and social risks and impacts and to get feedback/comments from stakeholders and incorporate such comments in the final documents in order to improve the environmental and social sustainability and improve design and implementation of the Project. All relevant information on ESF documents was shared with the PAPs and OIP through disclosure in the OPM webpage, 20 days prior to the stakeholder consultation process. More detailed information about the stakeholder consultation, the summary of the consultation, Minutes of meeting, Photos taken during the consultation, the list of participants in the meeting and screenshot of the media announcement are shown in the Annexes (Annex 5 to Annex 9). The following table presents the stakeholder engagement activities held so far with reference to the overall Program. Table 2.1: Summary of previous stakeholder engagement activities Place and type Date Participants Key issues discussed of engagement World Bank Present the GTMI and meet with Mission in relevant government counterparts to Pristina discuss critical aspects related to the project Technical Workshop (20 participants) Presentation the GovTech Maturity Workshop Index (GTMI) 2022 update for Kosovo World Bank team, Office of the based on the online survey responses Prime Minister, Ministry for submitted by the relevant Economy, Agency of Information government officials. Discussion on Society (AIS), Public Procurement how to support the NDS &Digital Regulatory Commission (PPRC), agenda. Presentation of options were Ministry Internal Affairs, Ministry of of the potential areas of support for Finance, Labor and Transfer, the proposed project. Share of Customs Administration of Kosovo, participants view on GTMI results and Kosovo Cadastral Agency (KCA) the proposed project support. Sharing of comments and June 20-24 suggestions in relation to Kosova (e- 2022 Procurement), urgency of establishing a DRA, needs for training new and existing employees, needs awareness and training of citizens etc. Consultative Prime minister meeting Sharing of expectations about the meetings with service delivery improvements and relevant the digital transformation of government government and suggestion on counterparts establishment of an executive committee for the implementation arrangements. Meeting with Chief Technology Discussions on preliminary findings of Officer (CTO) the feasibility study for the DRC and findings of the technical assessment of the government shared platforms, 14 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) on citizen centric, discussions and suggestions on life cycle approach to public services and for consideration of innovation hub within AIS World Bank team, financial Discussion on the budgetary management and procurement arrangements for the project and specialists in the Ministry of institutional arrangements for the Finance, representatives from implementation of the e-Governance Ministry for Economic strategy. Agreement on initiating Development, Ministry of Internal respective fiduciary assessments Affairs, Ministry of Public after the clarification of Administration, Ministry of implementation arrangements. Environment, Spatial, Planning and Infrastructure; Cadastral Agency Planning and Infrastructure and the CTO Word Bank, CTO and donors Agreement on establishing a donor coordination mechanism to facilitate alignment of the various ongoing initiatives. Virtual July to PMO, World Bank, CTO Discussions on DRC solutions, Draft meetings September TORs for the preparation of technical requirements for the new government intranet, Draft TORs DRC/Cloud readiness, for the establishment of the DTU, Decision on implementation arrangements, etc Meeting and September 12- World Bank team, Ministry of Project layout planning (component discussions 14, 2022 Finance representative and AIS 2: e-kosova, life events, project general director and CTO implementation arrangements) Meeting and October 3-4, World Bank team, AIS general Kick start Social & environmental, discussions 2022 director, Administrator of e-Kosova Discussions on fiduciary, financial Platform and CTO assessments Meeting and October 17-18, World Bank team, CTO, Manager for Information on barriers to discussions 2022 e-Kosova, representatives of Nevo services for the poor and vulnerable Koncepti, Romani Iniciativa HAK in Kosovo NGOs Public January 23, Government stakeholders, CSOs i) Dissemination of information Consultation 2023 representative, CTO, WB team among stakeholders about the consultants overall Project objective and project design/components; ii) Information about: the adverse and positive impacts of the project and mitigation measures recommended in ESMP; Project Labor Management aspects; the Plan on how the GK and AIS will communicate and engage with stakeholders; and about the action and measures that GK and AIS will implement to minimize, reduce, eliminate and mitigate 15 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) environmental and social risks. iii) discussions, comments and feedback on the ESF documents 3. STAKEHOLDER IDENTIFICATION AND ANALYSIS The objective of stakeholder identification is to establish which individuals and organizations may be directly or indirectly, positively, or negatively impacted by the project and to bring them forward to the first line of information. In accordance with ESS10, stakeholders who need to be informed and consulted about the Project includes individuals and groups who; i. are affected or likely to be affected (directly or indirectly) by the Project (affected parties), or ii. may have an interest in the Project (other interested parties), and iii. persons who may be disproportionately impacted or further disadvantaged by the project as compared with any other groups These stakeholders need to be informed and consulted throughout the entire Project cycle. Particular attention will be paid to disadvantaged/vulnerable groups or individuals, which may need to be informed and consulted in a specific manner and suited to their needs. A detail analysis of the stakeholders in relation to separate Project’s components has been undertaken and the results are presented in the separate sub-chapters (3.1, 3.2, 3.3). 3.1. Project Affected Parties Project Affected Parties (PAP) are persons, groups and other entities that are directly influenced (actually or potentially) by the project and/or have been identified as most susceptible to change associated with the project, and who need to be closely engaged in identifying impacts and their significance, as well as in decision-making on mitigation and management measures. PAPs include among others: key implementing agencies and other institutions involved in implementation of certain activities; E-services users (Individuals, groups or local communities and private companies with their employers around Kosovo); Government of Kosovo, public institutions and their officials who Provide services that might be enhanced through ITC and are targeted by capacity building activities; other public/private service providers; and the World Bank. These are presented in the following table: Table 3.1: Project Affected Parties Stakeholders Appearance within Project Components Main interests in the Project 1.1 1.2 1.3 2.1 2.2 2.3 2.4 3.1 3.2 3.3 Implementing Agency Agency for ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ Overall successful Information Society implementation and (AIS) management of the Project. Increased institutional 16 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) capacities of AIS. Improved management of e-Kosova platform. Successful implementation of innovative digital solutions, etc Other institutions involved in implementation of certain project activities State data center ✓ ✓ ✓ ✓ ✓ Strengthening arrangements (SDC) and disaster between SDC and DRC to recovery center enhance data backup and (DRC) recovery and resilience of Ministry of Industry, government business Entrepreneurship operations to disruptions from, and Trade (MIET) climate change natural Ministry of Economic disasters and other events. Development (MED) Improved interoperability Ministry of Finance, Labor and Transfer Successful optimization of the (MFLT) cadaster. Successful integration Cadastral Registry of key base registries and Agency Business registration agency Civil Registry Agency with e-Kosova platform. Business Registration Successful maintenance of FMIS Agency Department of Public Administration Central Bank Government of the Republic of Kosovo with its line Ministries and other public Agencies/Entities Government of the ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ Successful implementation of Republic of the Project. Increase capacities Kosovo/Office of the of the new DTU. Save of costs Prime Minister/MIA on infrastructure and improve trust in government. Other Line Ministries ✓ ✓ ✓ ✓ ✓ Successful implementation of and other public the project. Improved Agencies/Entities effectiveness in internal public with its employees/ servant communication, officials/civil collaboration, and engagement servants in a digital age. Improved technical Skills Service providers ✓ ✓ ✓ Successful digitalization of such as; Kosovo priority services through life Electric Distribution; event approach Telecom providers; Notary E-services users General Public ✓ ✓ ✓ ✓ ✓ ✓ Successful implementation of project activities improved quality and access (multichannel access) to the selected public administrative services (including, for service 17 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) users with special needs), trust improved Private Companies ✓ ✓ ✓ ✓ ✓ ✓ Facilitation and Improved (businesses) and its registration of new employees, employees verification of payroll records, salary payments, improved quality and access Residents who may ✓ ✓ May be negatively impacted be inconvenienced from typical renovation-related by small-scale civil disturbances such as dust, air works for the ISC, pollution, waste generation, contact center and and health and safety risks DRC World Bank/IDA ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ Successful implementation and functionality of the project with visible and measurable results and outputs 3.2. Other Interested Parties Other interested parties (OIP) are individuals/groups/entities that may not experience direct impacts from the Project but who consider or perceive their interests as being affected by the project. They could affect the project and its implementation process in some way, may influence the outcome of the project through their mandate, relationship and knowledge about the affected communities or political influence. This group of stakeholders includes media, academia and civil society organizations; project contracted private and public companies (consulting firms/technical expertise to implement project activities). Project supporters and donors are also project-interested parties. All above mentioned are presented in the following table. Table 3.2: Other Interested Parties Stakeholders Appearance within Project Components Main interests in the Project 1.1 1.2 1.3 2.1 2.2 2.3 2.4 3.1 3.2 3.3 CSOs working on ✓ ✓ ✓ ✓ ✓ ✓ ✓ Successful implementation of environmental and engagement activities social policy issues, Increased awareness and gender inclusion, accessibility of services for disability, elderly, vulnerable groups ethnic minorities, transparency etc. International ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ Successful implementation of organizations/donor the Project, without s who implement interferences, disruptions and projects in the conflicts with their ongoing targeted areas, such activities. Can advise and us; USAID, FCDO, support the program SIDA, Swiss SDC, UNDP, GIZ, EU. Private Sector Companies Consultancy & ✓ ✓ ✓ ✓ ✓ ✓ ✓ Successful delivery of services Advisory and outputs of the Project; 18 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) policy reform, development of strategies (such as; transition to hybrid cloud), NIF etc Software ✓ ✓ ✓ ✓ ✓ ✓ ✓ Design and Development of Development Government Intranet and companies related shared platforms. cloud Private cloud service readiness plan and cloud provider awareness etc. Campaign and survey ✓ Successful implementation of development citizens outreach campaign on companies e-services Equipment, ✓ ✓ ✓ ✓ ✓ ✓ ✓ Successful delivery of Hardware, software equipment’s for the Project suppliers (hardware, software, network equipment) Media & ✓ ✓ ✓ Promote inclusive participation. communication Support to increase awareness and information dissemination. Academia ✓ ✓ Improved ability to build upon and create new research from improved usage of publicly accessible open data. 3.3. Vulnerable Individuals or Groups Disadvantaged or vulnerable refers to those who may be more likely to be adversely affected by the project and/or more limited than others in their ability to take advantage on its benefits. They often do not have a voice to express their concerns or understand the impacts of a project due to their vulnerable status and that may require special engagement efforts to ensure their equal representation in the consultation and decision-making process associated with the project. In Kosovo, there are several Vulnerable groups which face with the risk of poverty and exclusion and are often excluded from decision-making processes8 such as: persons with disabilities, women, Roma, Ashkali and Egyptian communities, elderly, People in rural/peripheral areas; and people will low income. Lack of education and unemployment are over-arching themes that affect all these groups. These groups face also the risk of being excluded from the benefits of this project if not adequately engaged. The main vulnerability factor and barrier for the above-mentioned segments of the population to benefit from digitalized government services is their lack or low digital skills and tools (ICT tools, internet connection etc)due to limited resources. Considering the characteristics of vulnerable groups, special measures will be taken to ensure vulnerable groups benefit from the project activities, and their vulnerability is not increased because of inability to access the proposed digital systems and processes. The needs and preferred means of notification/ consultation for disadvantaged or vulnerable individuals or groups, to participate and/or in understand the project information are identified in the following table. 8 According to Guidance for the public consultation process, Republic of Kosovo 2011 19 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) Table 3.3: Summary of Disadvantaged and vulnerable groups interests/specific needs Appearance Stakeholders Key Characteristics Specific Needs/resources Preferred means of Main Interest with Project (Vulnerable required notification/ Component groups) consultation Elderly Lack of digital skills Address special needs to Community Interest on equal and/or digital tools support them to Announcement chances for Low mobility understand the project Focus group accessibility of Limited voice impacts and benefits Meetings , Local services Local language media, TV, Radio affordability, etc. Geographic Persons with Lack of digital skills Assistance for mobility, Local government, targeting, Disabilities and/or digital tools Accessibility of venues focused groups increase digital Hearing and visual (when physical meetings meeting, skills through impairment, are possible and planned) Local media (TV, training, Component physical and speech Access to technologies radio) information 2.1 impairment used (use of Braille, NGOs outreach, audio) awareness raised. Component Sign language Interest their 2.2 People living Lack of digital skills Distance to meeting Community voice to be heard below the and/or digital tools venue, travel costs (when announcement, and their needs to poverty line Limited voice, contact and physical focused groups be taken into Component limited resources meetings are possible and meeting, account 3.2 due to high poverty planned), TV, radio level Roma, Ashkali Lack of digital skills Translated messages into Focused groups and Egyptian and/or digital tools Roma language for Roma meeting, Communities Limited voice community Local community High poverty level Local language leaders Low level of income Accessible grievance TV, radio Illiterate Lack or low level in redress system, population writing and reading9 Education on process, Graphics Where other affected parties, interested parties and vulnerable groups are identified during the course of the project implementation, their needs will also be taken into consideration and reflected in the SEP document. 3.4. Summary of Project Stakeholder Needs According the assessment on the level of interest/needs of stakeholders identified above will be defined the type and frequency of engagement activities necessary for each group on technical assistance and change management activities. 9 STRATEGY FOR INCLUSION OF ROMA AND ASHKALI COMMUNITIES IN THE KOSOVO SOCIETY 2017-2021, page 17 and Overview of Roma, Ashkali and Egyptian Community in Kosovo, OSCE, January 2020 20 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) The following table presents Matrix that will facilitate in determination where to concentrate stakeholder engagement efforts during project implementation. Level of Influence High Involve/engage Involve/Engage Partner Medium Inform Consult Consult Low Inform Inform Consult Low Medium High Level of Interest Color-coding Engage closely and influence actively: require regular and frequent engagement, typically face-to-face and several times per year, including written and verbal information Keep informed and satisfied: require regular engagement (e.g. every half-a-year), typically through written information Monitor: require infrequent engagement (e.g. once a year), typically through indirect written information (e.g. mass media). The following table shows PAP and OIP needs and their level of interest and influence of each of the above- identified categories: Table 3.4: Level of Interest and influence of PAP and OIP Stakeholder Stakeholders sub- Role and Interest in the Project Interest Influence groups Groups Project affected Parties Implementin AIS Main driver and implementer of the project. High High g Agency Successful implementation and management of the Project. Increased capacity of AIS team. Improved management of e-Kosova platform successful implementation of innovative digital solutions Other SDC and DRC Strengthening arrangements between SDC High High institutions Central Bank and DRC to enhance data backup and recovery involved in Ministry of Finance, and resilience of government business implementati Labor and Transfers operations to disruptions from, climate on of certain Ministry of Economic change natural disasters and other events. activities Development Improved interoperability Cadastral Registry Agency Successful optimization of the cadaster. Civil Registration Successful integration of key base registries Agency and Business registration Business Registration agency 21 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) Department of Public Administration under MIA, Ministry of Industry, Entrepreneurship and Trade (MIET) Central Bank Government Government of Support and coordinate across programs High High of Kosovo / Kosovo / Office of aimed at digital transformation through the Prime the Prime new DTU Minister Minister/Ministry of Successful implementation of the Project office Internal Affairs Save of costs on infrastructure and improve trust in government Line Ministry of Justice Successful implementation of the project. High High Ministries Ministry of Provide strategic direction and facilitate inter- and other Environment, Spatial entity coordination and convergence through public Planning and line ministries representatives Agencies/Ent Infrastructure, Beneficiaries of the Project ities and its Ministry of Regional Receive capacity building, improve Employees/o Development ICT services to end users, benefit from fficials/civil The Information and improved effectiveness in internal servant Privacy Agency communication, collaboration, and Kosovo engagement in a digital age between Kosovo Agency for institutions. Improved technical skills and Environmental performance Protection Institute for Public Administration Tax Administration of Kosovo Public Procurement Regulatory Commission, Customs Administration of Kosovo, State Agency for Waste Management in Kosovo, and other line ministries/agencies Service Service providers Provide services that might be enhanced by High Medium providers such as; Kosovo ICTs Electric Distribution; Successful digitalization of priority services Telecom providers; through life event approach Notary General Public Beneficiaries of the Project High Medium All Residents/ Benefit from improved quality and access E-services Community members (multichannel access) of selected public users administrative services (including, for service users with special needs), trust improved 22 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) Private Companies Beneficiaries of the Project High Medium (businesses) and its Facilitation and Improved registration of new employees employees, verification of payroll records, salary payments, improved quality and access Residents Residents who may May be negatively impacted from typical Medium Low who may be be inconvenienced renovation-related disturbances such as dust, inconvenienc by small-scale civil air pollution, waste generation, and health ed by small- works for the ISC, and safety risks scale civil contact center and works DRC World Bank World Bank Support/finance the project. Successful High High implementation and functionality of the project with visible and measurable results and outputs World Bank- World Bank Support/finance the project. Successful High High IDA implementation and functionality of the project with visible and measurable results and outputs Other Interest parties CSOs CSOs working on Can facilitate encounters with other High Medium environmental and stakeholders, important in social mobilization social policy issues, and awareness raising gender inclusion, Interest in successful implementation of disability, elderly, engagement activities, increased awareness ethnic minorities, and accessibility of services for vulnerable transparency etc groups Media and Media and Promote inclusive participation. Support to High Low Communicati Communication increase awareness and information on dissemination, policy and regulatory issues, transparency International International Can advise the project Medium High organizations organizations/donors Interest on successful implementation of the /donors who implement Project, without interferences, disruptions projects in the and conflicts with their ongoing activities targeted areas, such Interest on providing financing for innovative us; USAID, FCDO, digital solutions SIDA, Swiss SDC, UNDP, GIZ, EU. Consultancy & Successful delivery of services and outputs of High Medium Advisory the Project; policy reform, development of strategies (such as; transition to hybrid cloud), NIF, support to the preparation of associated policies, plan on cloud readiness and cloud awareness etc. Private Software Design and Development of Government High Medium sector Development Intranet and related shared platforms companies companies. Private cloud service provider Campaign and survey Successful implementation of citizens High Low development outreach campaign on e-services companies 23 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) Network Equipment, Successful delivery of equipment to the High Low Hardware, software Project (hardware, software, network suppliers equipment) Successful delivery of equipment to the Project DRC in Decan, ISD in Pristina and Contact Center Academic Academic Users Improved ability to build upon and create High Low Users new research from improved usage of publicly accessible open data Vulnerable/ Elderly; Beneficiaries of the project, accessibility of High Low Disadvantage Persons with services, d Groups Disabilities; Their voice be heard and their needs to be People living below taken into account. the poverty line; Roma, Ashkali and Egyptian Communities; Illiterate population The stakeholder list above will be updated regularly throughout the project life cycle as appropriate. 4. STAKEHOLDER ENGAGEMENT PROGRAM 4.1. Purpose and Timing of Stakeholder Engagement Program The SEP is designed to establish an effective communication channel for interaction with the potentially affected parties, others interested parties and vulnerable groups during implementation of the Kosovo Project on Strengthening Digital Governance for Service Delivery. The SEP should include all stakeholders’ categories in the strategy for communication and information disclosure of the project. Meaningful stakeholder engagement throughout the project cycle will: • Inform stakeholders about project objectives, scope and manage expectations • Solicit feedback to inform implementation, monitoring and evaluation • Receive and address project-related grievances • Assess and mitigate project environmental and social risks • Build constituencies and collaboration • Enhance project outcomes and benefits • Disseminate project information/ materials Adequate stakeholder consultations will require effective timing and advanced planning. To ensure information is readily accessible to affected stakeholders, and adequate representation and participation of the different groups in the process, the PIU and in collaboration with Project key primary implementing agency (AIS) and other agencies/institutions involved in the Project will adopt different methods and techniques based on the assessment of stakeholder needs. Consultation meetings with relevant PAP and 24 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) OIP have already included a series of engagement. Other consultation meetings are envisaged to take place prior to the commencement of the Project as well as during the project implementation and on an ‘as- needed’ basis. Stakeholder consultation and engagement activities that should be carried out during three phases of Project lifecycle: • Phase I (Project Preparation): The purpose of stakeholder engagement during this phase will be to ascertain institutional needs; apprise all stakeholders about planned activities/reforms; and improve project design; create synergies; • Phase II (Project Implementation): Extensive stakeholder engagement will continue to be carried out during this phase with all relevant affected parties (institutional stakeholders, disadvantaged/vulnerable groups, etc) and other interested parties. • Completion phase; sharing Project Reports, results and outcomes. Consultation activities will take place as much as possible in face-to-face interactions with the affected parties and beneficiaries in order to address current stakeholder suggestions, ideas or concerns. In addition, stakeholders will be able to use several channels (phones, e-mail, social media and project website) in order to receive more details about the project or provide/receive comments, ideas throughout the project life cycle. Records of environmental and social issues raised, complaints received during consultations, field visits, informal discussions, formal letters, etc., will be followed up. Project will ensure that the different activities for stakeholder engagement, including information disclosure, are inclusive and culturally sensitive. Measures will also be taken to ensure that the vulnerable groups outlined above have the chance to participate and benefit from project activities. Further, while countrywide outreach communication campaigns will be established, specific communications in every place will be timed according to the need, and adjusted to the specific local circumstances of the place and local language. 4.2. Proposed strategy for information disclosure This section describes what information will be disclosed, in what formats and the types of methods that will be used to communicate this information to each of the stakeholder groups. The project strategies for information disclosure will be tailored to the different stakeholders. The information will be disclosed on the website of the implementing agency (once it becomes available; in the meantime on the OPM website), in a manner that is accessible and culturally appropriate, taking into account any specific needs of groups that may be differentially or disproportionately affected by the project or groups of the population with specific information needs (such as, disability, literacy, gender, mobility, differences in language or accessibility. Other means of communication will be used, such as; print media, radio, television, public events, brochures, fliers, and social media. Table 4.1: Information disclosure strategy Projec Type of information to Target Stakeholders Methods proposed Timing/ Locations Responsibil t stage be disclosed ities Project information, E&S Government of Implementing agency Before appraisal and PIU/AIS preparati on phase instruments (Draft LMP, Republic of Kosovo, website (once its project Project draft Environmental and institutions involved in available; in the implementation Social Commitment Plan implementation of meantime, at the OPM At AIS offices or direct (ESCPs) certain activities, line website) outreach as often as 25 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) Projec Type of information to Target Stakeholders Methods proposed Timing/ Locations Responsibil t stage be disclosed ities Draft Generic ministries and Information meeting; possible throughout Environmental and agencies/public Direct email the Project Social Management institutions, other communication, preparation Plans (ESMP), public/private service Consultation environmental and SEP) providers Workshop; Benefits of the Program, International GR Mechanism donors/organizations Project information, E&S E-services users Implementing agency Within the Project PIU/AIS instruments (Draft LMP, (general public and website (once its area by the end of Environmental and private businesses) available; in the Project preparation. Social Commitment Plan Academics meantime, on the OPM Channels for (ESCP) Vulnerable groups website) continuous feedback Environmental and Public consultation will also be in place Social Management (information desks, Plans (ESMP) phone, email, web Draft SEP platform) Benefits of the Project GR Mechanism Share and exchange of World Bank Direct email Regularly PIU/AIS relevant Project communication information, such as Individual and/or group progress reports, meetings online, or exchange of ideas with physical presence Project information, E&S Civil Society Periodic project At Project offices or PIU/AIS instruments Project organizations consultations, direct outreach at progress, least once during Project information Project preparation benefits of the project, Channels for partnerships and joint continuous feedback programs will also be in place Feedback (information desks, phone, email, web platform) Webinar and videoconferencing as needed Project information, E&S International Information meeting, Project offices in AIS PIU/AIS instruments donors/organizations presentation as needed during the Project progress, project preparation Project information benefits of the project, GR Mechanism, Feedback Project progress Media and Press briefing, press Press briefing, press PIU/AIS information, benefits of communication to release, webinars and release, webinars and the project inform wider public video conferencing videoconferencing as about Project needed activities 26 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) Projec Type of information to Target Stakeholders Methods proposed Timing/ Locations Responsibil t stage be disclosed ities Included in all Vulnerable groups Information meeting, Within the respective PIU/AIS consultation activities presentation, localities Channels for continuous feedback in place PAD -Executive summary Agencies engaged on World Bank and Project Launch PIU/AIS of PAD translated into implementation of Implementing agency and WB local language certain activities of website (once its Project Launch Community the project available; in the Other Line ministries meantime, on the OPM and agencies, service website) providers Workshops International donors/ Information Meetings organization, CSOs eservices users private companies Coordination, share and Implementing agency Online presentation Monthly/quarterly PIU/AIS exchange of relevant and other agencies materials. or/and annually Project involved in Social media Information (design and implementation of Implementing agency implementation), such certain activities, website (once its as progress reports, World Bank available; in the exchange of ideas meantime, at the OPM website) Individual and/or group meetings online, or with physical presence Direct email communication Project implementation Copies of reports, Summary reports E&S principles and AIS and other Implementing agency During PIU/AIS obligations, Consultation ministries and website (once its implementation process/SEP, ESCP, LMP, relevant public available; in the project information and agencies meantime, at the OPM GRM website) One to one meetings Consultation meetings Data governance Agencies involved in Website During PIU/AIS strategy, methodology, implementation of E mails implementation interoperability certain activities, Notice board standards, and other relevant Newspaper protocols, Cloud ministries and public Social media Computing Transition agencies Plan, feasibility studies, design and area master plan Information on new Line ministries, Public consultation During PIU/AIS policies on cloud agencies, departments workshops implementation, readiness and Focus groups before approval of 27 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) Projec Type of information to Target Stakeholders Methods proposed Timing/ Locations Responsibil t stage be disclosed ities awareness and data public and Private Meetings with new policies and governance policy service providers institutions amendments changes E service users Other interested parties Implementation of All One-on-one meetings Various places and PIU/AIS Stakeholder Focus groups settlement level Engagement Strategy, Outreach through local during Information related to community implementation IEC-outreach program organization and awareness raising Public notices campaign to mobilize Press releases in the service users and to local media and on the spread information project website about Pristina ISC and Contact Center, National Open Data Portal Regular updates on GRM Performing surveys with E services users Direct email Various places during PIU/AIS e services users Vulnerable groups communication implementation. (citizens), including Individual and/or group Survey- first year of vulnerable groups in meetings online, or the Project, further order to determine with physical presence. surveys at project efficiency and improve Media/press releases. mid-term and Y4,Y5 the impact of IEC- Online social media outreach program and Field campaign targeted mobilization Performing efforts to especially questionaries’ reach the identified vulnerable groups Scope of Project, E&S NGOs, Academics, Project website Project website protection interventions, Private companies Workshop Bi-Annual Project opportunities for working on ICT, Social media Dissemination collaboration, updated Digitization, Software Workshops SEP and GRM development, service procedures providers, communication and surveying etc Share and exchange of International Media/press releases. Upon request or need, PIU/AIS relevant donors/organizations Online social media otherwise, annually. Project information and Official website implementation Direct email progress communication 28 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) Projec Type of information to Target Stakeholders Methods proposed Timing/ Locations Responsibil t stage be disclosed ities Bidding documentation Private Sector Information through Upon request or need. PIU/AIS and Implementation Companies (Bidding tender procedure and reports. and Contracting contracts. Publishing procurement companies) Monthly reports on notices progress of works to be Knowledge share submitted by Project preparation’s contractors. progress information Individual and/or group meetings online, or with physical presence Email communication. Share and exchange of Residents in Pristina Individual and/or group Before E&S relevant Project and Decan living close meetings implementation of specialists information, such as to ISC, Contact Center certain activities in PIU/AIS timetable for and DRC intervention in the existing facilities, impacts from refurbishment works, Performance reports All Notice board Annually for sector PIU/AIS (GRM, dashboards Implementing agency performance report. Information website (once its collected disaggregated available; in the by target user (e.g. meantime, at the OPM poorest, women/girls, website) people with disabilities, Online social media Roma), geography etc Individual or group meeting Project achievements, All Official Websites End of Project PIU/AIS closure Project Lessons learnt Follow up National Radio/TV Soft Year 2028 copies of reports Social media 4.3. Proposed strategy for Consultation The stakeholder consultation for the project aims to create awareness and increase understanding, improve project decisions making, mobilize support and forge collaboration and clarify roles and responsibilities. Stakeholder consultations will serve as a platform for the dissemination of project information and receive feedback. Each of the identified stakeholder groups will be consulted on about various aspects of the project throughout the project life cycle. Methods of consultation will vary depending on the target audience and may include public meetings other and participatory methods. Detailed records of all public consultations will be kept. A record of Consultations and Meetings Form is found in ANNEX 1. Minutes should be supported with photo material taken during consultation and lists of attendees with their contact information and original signatures. AIS will carry out consultations and that will reflect main issues of relevance to the Project and each separate sub-component’s activity. A public disclosure package for the Project will contain: 29 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) • This Stakeholder Management Plan • Labor Management Plan • Environmental and Social Commitment Plan • Generic Environmental and Social Management Plan All these documents will be published on the Implementing agency website (once its available; in the meantime, on the OPM website https://kryeministri.rks-gov.net/). Documents will be prepared in Albanian, English and Serbian language and made publicly available, upon their official approval. The aforementioned documents will remain publicly available throughout the life of the Project. The following table outlines the proposed consultation strategy. Table 4.2: Proposed Consultation strategy Proje Topic of Method used Timetable: Target stakeholders Responsibil Proposed ct consultation Location and ities Time stage dates Schedule Consult ESF Public consultations Once All PIU/AIS instruments: ESCP, and availability on the SEP, LMP, GRM, website of the generic ESMP Implementing agency (once its available; in the meantime, on the OPM website) and World Bank, Newspaper publication Project Appraisal Official Websites of the Project Duration All Stakeholders PIU/AIS Document (PAD), Implementing agency AIS project design, website (once its WB benefits and impact available; in the meantime, on the OPM website)and World Preparation December Bank 2022- Needs for the Virtual meetings Before Officials from AIS, PIU/AIS June project Planned providing background implementation SDC and DRC, Central 2023 activities information AIS office Bank E&S principles, risk Consultation meeting Virtual meeting Ministry of Internal and impact, and Phone Affairs management Emails Ministry of Finance, Grievance Redress Labor and Transfers mechanisms (GRM) Cadastral Registry Agency Civil Registration Agency Business Registration agency Department of Public Administration, other line Ministries and Agencies 30 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) Proje Topic of Method used Timetable: Target stakeholders Responsibil Proposed ct consultation Location and ities Time stage dates Schedule Proposed project Phone Before All stakeholders PIU/AIS components Emails, social media implementation Environmental and Media and Within all Social related Risks Communication communes and any other Public consultationUse concerns of audio-visual Advance materials, technologies announcements of such as telephone calls, commencement of WebEx, Microsoft major project Meetings, SMS, emails, activities etc.) to incorporate the needs of vulnerable group Project progress on Project progress Regularly and AIS PIU/AIS ongoing activities Reports throughout /targets and Direct email Project duration PMC outputs, exchange communication Digital of ideas Individual and/or group Transformation Updated ESF meetings Commission DTU Implementation instruments and Official website monitoring of their publications of updated June 2023 implementation E&S documents – June (SEP, LMP, ESCP & In situ visit 2028 generic ESMP GRM Processes Environmental and social concerns Monitoring and Evaluation of Project results 31 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) Proje Topic of Method used Timetable: Target stakeholders Responsibil Proposed ct consultation Location and ities Time stage dates Schedule Participate in design Updated E&S Annual/midyear All Ministries and PIU/AIS and oversee instruments published Project other public implementation on official websites of stakeholder Agencies/Entities and Project progress on implementing agency meetings public and private activities and the World Bank At AIS offices service providers Updated E&S Information Outreach at least instruments (the consultative meetings, three times, at LMP, ESCP, SEP, Outreach via email the beginning, generic ESMP and Social media mid-term and end their Workshops for of Project implementation; information, training Channels for GRM procedure, and capacity building continuous Environmental and feedback will also social concerns be in place Announcements of (information commencement of desks, phone, other outreach email, web needs of the project platform e.g. capacity building and training National Individual and/or group Project operation PIU/AIS Interoperability meetings online, or At AIS offices AIS Framework (NIF) with physical presence Government of the developed for Direct email Republic of Kosovo Kosovo, the data communication with its Ministries governance strategy and other Agencies and methodology, interoperability standards, and protocols, capacity building Progress reports on Project progress Semi annual World Bank PIU/AIS project Reports reports implementation, Direct email output and communication performance Individual and/or group indicators meetings Development of Meetings online, or During Project Government of the PIU/AIS government with physical presence operation Republic of Kosovo intranet platform Direct email with its Ministries communication and other Agencies and its employees 32 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) Proje Topic of Method used Timetable: Target stakeholders Responsibil Proposed ct consultation Location and ities Time stage dates Schedule Strategy for Individual and/or group During Project Government of the PIU/AIS transitioning to a meetings online, or operation Republic of Kosovo hybrid government with physical presence with its Ministries cloud platform and Direct email and other Agencies migration plan for communication the public sector, Availability on the new policies aimed official website of the at ensuring the Implementing agency cloud readiness and (once its available; in cloud awareness of the meantime, on the all new information OPM website) systems, establishment of a shared DRC; Bidding Information through To be defined Bidding and PIU/AIS documentation and tender procedure and Contracting Implementation contracts. companies reports. Direct email Consultancy Knowledge share. communication &Advisory; Trainings Project progress on Information meeting, Various places NGOs and CSOs in PIU/AIS activities Presentation workshop (centrally and each district/area Updated E&S Information by email, within district) International instruments (the web, social media Work throughout Organizations LMP, ESCP, SEP, meetings Project duration Media and generic ESMP and Video conferencing ongoing and on a Communication their Presentation workshop need basis Universities and implementation; research GRM procedure, organizations Environmental and Private Companies social concerns (consulting firms, Opportunities for software Collaboration, development partnerships and companies, surveying joint programs firms, equipment suppliers) Project progress on Information/public At least three E-users services E&S activities meetings, times, at the Vulnerable groups specialists Updated E&S Focus group beginning, mid within instruments (the discussions, term and end of PIU/AIS LMP, ESCP, SEP, Radio and TV, social Project and/or on generic ESMP and media need basis their implementation; GRM procedure, Environmental and social concerns 33 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) Proje Topic of Method used Timetable: Target stakeholders Responsibil Proposed ct consultation Location and ities Time stage dates Schedule Promote access to Information/public Through out E-users services E&S and e-services and other meetings, Kosovo during Vulnerable groups communica outreach needs of Focus group project operation tion the project e.g. IEC discussions, Channels for specialists Citizens outreach Radio and TV, social continuous within program and action media feedback will also PIU/AIS plan for vulnerable Project information be in place with groups leaflets, brochures, support of Awareness Integrated Contact CSOs/ campaign for Center in Pristina NGOs and multichannel access Help-Line communica of e-service, Collection of user tion/survey sensitization on the feedback through text s new Integrated messaging companies Help-line, the new e-Kosovo Contact Center, Integrated Service Center (ISC) in Pristina, Feedback mechanism Performing surveys Collection of user Surveys on first E-users services PIU/AIS with citizens and feedback through year, project mid- Vulnerable groups with different vulnerable Questionnaires term and Y4 and support of groups Y5 CSOs/ NGOs and communica tion/survey s companies Promoting Workshops Project duration Key implementing PIU/AIS collaboration Training agencies among public Line ministries/ entities and Agencies adoption of the new IT systems and intranet supported through the project and strengthening of the data governance policy and institutional framework 34 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) Proje Topic of Method used Timetable: Target stakeholders Responsibil Proposed ct consultation Location and ities Time stage dates Schedule Project Completion Institutional AIS office All Stakeholders PIU/AIS Completion phase Report Completion reports PMC Project Results Digital Transformation 2028 Commission- Prime minister office 4.4. Proposed Strategy to Incorporate the Views of Vulnerable Groups The Project recognizes that vulnerable people require particular consideration, as they might be unable to participate, to the full extent in the consultation activities, and may also be disproportionately affected by some impacts. Therefore, the project will include methods to remove obstacles to their participation. It will make reasonable provisions to cater representative from persons with limited physical abilities, vision, hearing and speech impairment amongst others, those with low education level and those with insufficient financial resources and transportation means to attend public meetings scheduled by the Project. In cases where vulnerable status may lead to people’s reluctance or physical incapacity to participate in large -scale community meetings, the project will hold separate small group discussions with them at an easily accessible venue. The Project itself under sub component 2.2 includes activities to incorporate the views of vulnerable groups by conduction surveys to monitor the impact of IEC-outreach program. The first survey will be conducted during the first year by targeting the vulnerable groups (senior citizens, women, RAE communities) and will help to better design an IEC-outreach program. Additional surveys designed and implemented at project mid-term and subsequently (Y4, Y5) will serve to monitor and improve the impact of the IEC-outreach program and targeted mobilization efforts to especially reach the identified vulnerable groups. Environmental and Social specialists in PIU within AIS will closely monitor the consultation process to ensure entree and equal access to the consultation process and to guarantee that their voice is taken into account in order to find and implement solutions to some specific situations or issues. The project will ensure that studies and assessments, plans and strategies, etc, conducted by consulting firms include clear methodologies for integration of the views of vulnerable and disadvantaged groups. Some strategies to be adopted to reach out to these groups include the following: Table 4.3: Strategies to engage vulnerable groups Target group Strategy Vulnerable groups 35 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) Elderly; • Develop separate strategy for communication and engagement each with vulnerable group, as needed. Persons with Disabilities; • Engaging community leaders, CSOs and NGOs working with vulnerable groups Women; • Organizing face-to-face focus group discussions with these populations (Meeting places should consider) mobility and other physical constraints for People living below the participants) poverty line; • . • Demonstrations and visual aids should be used where necessary and separate Roma, Ashkali and Egyptian meetings could be held with women and girls depending on local norms Community • Information on consultation should be provided in advance • Appropriate venues and times for the consultation process and IEC outreach Illiterate Population Project should be selected in consultation with local community leaders who have local knowledge • Providing disability friendly training material • Employ adequate communication channels tailored to the needs of vulnerable groups (e.g. TV, Radio). • Person to person interviews at convenient locations including door to door interviews should be considered • The use of local language and translation in Roma language is critical. Sign language might also be needed for visually impaired people and hearing impairment • Conducting surveys in the first year and at project mid-term and subsequently (Y4, Y5) by targeting the vulnerable groups 4.5. Timelines Activities described in this SEP are planned to be implemented between June 2023 and June 2028. 4.6. Review of Stakeholder Comments This stakeholder engagement report will be delivered to all registered and consulted stakeholders, including vulnerable groups, to voice their views, comments and opinions, prior to its approval. The Report will be published on the website of the Implementing agency (once its available; in the meantime, on the OPM website) and it will be delivered to vulnerable groups who participated in stakeholder engagement activities and the WB. The Project will gather all comments during consultations held as well as during performance of planned surveys, and a Report will be published on annual base. Comments from stakeholders will be solicited at every stage of the project life cycle. For public meetings, workshops, focus groups, comments will be recorded through detailed minutes of meeting. Environmental and Social Specialist at PIU will be responsible for receiving and recording any queries, concerns or complaints against the project components. The report will held information regarding conducted stakeholder engagement activities, stakeholder views and concerns, as well as section on grievance accepted and solved. In addition, stakeholders will be allowed to file complaints against the project through the Grievance Redress Mechanism detailed in Chapter 6 of the SEP. All records relating to this mechanism including, grievance forms, grievance log, notes, interviews, meeting minutes, release forms etc. will also be stored. 36 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) The project will conduct a survey at first year of the Project and Project mid-term and during Y4, Y5 to receive feedback on various aspects of the project from the targeted project stakeholders, vulnerable and disadvantaged groups and the public and the results of the surveys will be disclosed through the website of implementing agency. 4.7. Future Phases of the Project PIU and AIS will be kept engaged with stakeholders throughout the life of the Project, including reporting on the project environmental and social performance, the implementation of the stakeholder engagement plan and the status of the grievance redress mechanism. This Stakeholder Engagement Plan will be updated to reflect Project progress. It will include a list of all comments/inputs received during the activity and how haw comments are addressed and incorporated into respective Project activities. The report will be delivered to relevant stakeholders after each respective activity by e-mail or post and will be published on the Project webpage biannually. Also, all presentation materials, as well as relevant project documentation will be available on the website of the Implementing agency (once its available; in the meantime, on the OPM website) throughout the lifetime of the project. 5. RESOURCES AND RESPONSIBILITIES FOR IMPLEMENTING STAKEHOLDER ENGAGEMENT ACTIVITIES 5.1. Resources The budget for the implementation of the SEP will be defined before project effectiveness. Table 5.1: SEP Budget Total Budget categories Quantity Unit costs Times/Years costs Remarks 1. Staff salaries and related expenses 1a. E.g. Communications consultant 1b. E.g. Travel costs for staff 1c. E.g. Salaries for Community Liaison Officers 2. Events 2a. E.g. Project launch meetings 2b. E.g. Organization of focus groups 3. Communication campaigns 3a. E.g. Posters, flyers 3b. E.g. Social media campaign 4. Trainings 37 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) 4a. E.g. Training on social/environmental issues for PIU and contractor staff 4b. E.g. Training on GBV for PIU and contractor staff 5. Beneficiary surveys 5a. E.g. Mid-project perception survey 5b. E.g. End-of-project perception survey 6. Grievance Mechanism 6a. E.g. Training of GM committees 6b. E.g. Suggestion boxes in villages 6c. E.g. GM communication materials 7. Other expenses 7a. … TOTAL STAKEHOLDER ENGAGEMENT BUDGET: 5.2. Management/staff functions and responsibilities PIU within AIS will be responsible for overseeing day-to-day project management, including the timely preparation and execution of annual work plans and budgets; preparation, execution, and updating of procurement and implementation plans; performance of fiduciary functions; and preparation of financial and performance reports, including semi-annual progress reports. The PIU will be responsible for monitoring and reporting on Project results in coordination with the AIS teams managing the e-Kosova platform and conducting data analytics. The overall responsibility for implementation of SEP lies within PIU/AIS. PIU will hire full time Environmental and Social specialist whose primary working responsibilities among others will be related to Stakeholder outreach, implementation of the prepared SEP and monitoring of the GRM. More detailed responsibilities include the following; • Develop a communications strategy covering the lifetime of the project • Build and maintain constructive relationships with all stakeholder groups, particularly with the vulnerable groups • Interface with stakeholders and respond to comments or questions about the project or consultation process. • Identify any issue that may result in heightened concern to provide an early warning system on community issues and communicate these to the PIU • Receive and register any grievance voiced by project-affected parties or other interested parties and communicate them immediately to the PIU • Coordinating public meetings, workshops, focus groups etc. 38 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) • Raise awareness of the SEP among project implementation unit, employees contracted firms and relevant external Stakeholders • Plan and manage the project’s communications via all media channels (social media, TV, radio, written press…) • Support the planning and logistics for capacity-building and communication events • Provide contact information if stakeholders have questions or comments about the project or consultation process. • Deliver information to stakeholders on complaint mechanism and procedures of the SEP and communicate them immediately to the PIU The PIU will also hire, using Credit proceeds, qualified and experienced staff to fill specific operational and advisory roles related to environmental and social, and communications. Communication expert will lead all communication activities related to the project and ensure information reaches all stakeholders and affected groups in a timely and accurate manner. All contractors and consultants implementing project activities will also share some of the responsibilities in the SEP and in the GRM process. Contractors should follow and comply with all E&S guidelines and keep records of all E&S issues. Environmental and social specialists within the World Bank task team will monitor the SEP. 6. GRIEVANCE MECHANISM (GM) PIU/AIS will establish a grievance procedure for the overall project, including sub-component’s activities. Project Beneficiaries and stakeholders will be informed on the existence and availability of the grievance mechanism and their rights as well as the PIU’s appointed contact persons responsible for implementation of grievance mechanism and the forms of submitting complaints. Project Grievance Form (ANNEX 2), used for the Project will be available on the websites of the implementing agency (once its available; in the meantime, on the OPM website) Digital Governance project. GRM procedure should be maintained and strengthened throughout the project lifecycle and it will be available in Albanian, Serbian and English. Grievance received on behalf of any activity shall be forwarded to the responsible person for grievances within the Project. The confidentiality of complainants must be respected at all times. This Project will have the Grievance Mechanism part of its public awareness campaign and communication program. Grievance Leaflet and Form will be available during campaign activities in Albanian and Serbian language, in printed forms. Contractor is obliged to forward all fulfilled grievances to the project’s contact person in PIU. The PIU Environmental and Social Specialists will initially brief all staff of the project office, the DTC, PMC, the DTU and consultants and contractors on the Grievance Redress Mechanism of the Project and explain to them the procedures and formats to be used including the reporting procedures. Contact information for enquiries and grievances: 39 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) Description Contact Details Implementing Agencies Agency for Information Society Main Contact Mr/Ms to be defined Address Street "Luan Haradinaj" n.n. 10000 Pristina, Republic of Kosovo Email zip-mpb@rks-gov.net Website https://mpb.rks-gov.net/ap/page.aspx?id=1,14 Telephone +383 (0)38 521 033 All grievances will be recorded in a Project’s Grievance Registry (ANNEX 3) and acknowledged in 7 calendar day period. The stakeholder-complainant will be informed by GM focal point about proposed corrective measures and actions taken within 15 calendar days upon the acknowledgement of grievance. In case if PIU is not able to solve the issue or in case where action is not required GM focal point will provide explanation and justification to the complainant how to further proceed with the grievance in case if complainant is not satisfied with the outcome. Complaints can address other legal remedies in accordance to Kosovo laws and regulations. The following steps will be followed to address grievance: 1. Receiving of grievance and logging into the Grievance Register: A Grievance complaint can be submitted in writing or orally,anonymously or including personal information through the Project communication channel (email, phone number, postal code or in person). The contact numbers and project email will be set within 30 days of the PIU establishment. Grievance Mechanism (GM) focal point will collect the complaints and log them in the Project Grievance Register which will be established for the purposes of this Project. 2. Investigation: Investigation, proportionate to the grievance, will be carried out. GM focal Point will coordinate and work with other Project relevant team members to investigate and assess the grievance and all needed evidence will be gathered. After assessments of the grievance, the GM focal point will formulate the proposed resolution, concluding: a) No further action is required; b) A certain action is required to redress the grievance; or c) The grievance is outside of the scope of the GM and the Project in which case the complainant will be advised to seek as appropriate other legal remedies in accordance with the legal framework of Kosovo. . In cases of anonymity, grievances would be made public, findings and solutions will be made available online and or communicated at stakeholder consultations. 3. Timeframe: The grievance matter will be addressed within twenty two (22) days from the day the complaint was received. The deadline can be postponed when additional investigations are needed 4. Decision: The aggrieved party will be informed by GM Focal Point in writing on the proposed resolution, using the channels initially used by them. 5. Referral: Once all possible avenues of redress have been proposed and if the complainant is still not satisfied then she/he would be advised of their right to legal recourse. 6. Appeal: The aggrieved party will be notified on its right to appeal against the outcome of the grievance procedure. If either party is not satisfied with the outcome they may seek redress in the courts of the Country. 7. Documentation: Documents and records will be kept on all grievance matters including the outcomes and at every stage of the grievance process. 8. Monitoring: Data on complaints will be collected in Grievance Report and the GM focal point will report to PIU on a monthly basis.. 40 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) 9. Reporting: Quarterly reports in the form of a summary of grievances, types, actions taken, and progress made in terms of resolving of pending issues will be generated from PIU. The reports will be delivered by PIU to the PMC for review and to the World Bank as part of regular monitoring arrangements. PIU will also monitor grievances delivered by the Contractor/Consulting firms and those will be handled and keep recording in Grievance Registry. PIU will publish and regularly update all relevant documents and grievance procedures on Strengthening Digital Governance project’s website and provide feedback to all stakeholders who fulfilled Grievance form by e-mail or mail. At all times, complainants may seek other legal remedies in accordance with the legal framework of Kosovo, including formal judicial appeal. Although the Project’s Sexual Exploitation and Abuse (SEA)/Sexual Harassment (SH) and Sexual Exploitation and Abuse/Sexual Harassment risk was assessed as low the GM will, on a precautionary base, be enabled to recognize SEA/SH grievances. Such grievances will be managed separately by a trained expert, but will use the same process value chain and timeframes described above. The necessary training for the appointed staff member who is to deal with such grievances will be provided. Also, any interested party, who consider that the right to access public documents related to the project has not been respected or in case of non-response by PIU/AIS can file a complaint to the Agency for Information and Privacy within the deadline of fifteen (15) days from the acceptance of the decision for rejection or the decision for partial approval of the request for access to public documents. Communities and individuals who believe that they are adversely affected by a World Bank (WB) supported Project may submit complaints to existing Project-level grievance redress mechanisms or the WB’s Grievance Redress Service (GRS). The GRS ensures that complaints received are promptly reviewed in order to address Project -related concerns. Project affected communities and individuals may submit their complaint to the Bank’s independent Accountability Mechanism (AM). The AM houses the Inspection Panel, which determines whether harm occurred, or could occur, as a result of Bank non-compliance with its policies and procedures, and the Dispute Resolution Service, which provides communities and borrowers with the opportunity to address complaints through dispute resolution. Complaints may be submitted to the AM at any time after concerns have been brought directly to the attention of Bank Management and after Management has been given an opportunity to respond. For information on how to submit complaints to the Bank’s Grievance Redress Service (GRS), please visit http://www.worldbank.org/GRS. For information on how to submit complaints to the Bank’s Accountability Mechanism, please visit https://accountability.worldbank.org. Grievances that relate to project workers will be handled by a separate mechanism which is included as part of the project’s LMP. 7. MONITORING AND REPORTING 7.1. Involvement of Stakeholders in Monitoring Activities PIU will be responsible for monitoring the implementation of activities in the sphere of Project’s Stakeholder Engagement. PIU Coordinator will be responsible for monitoring project stakeholder engagement activities, as well as work of PIU. E&S Expert in the PIU will prepare separate monitoring report (Stakeholder 41 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) Engagement Activities Report) whereas the first report should be produced three months upon start of the Project implementation activities and will be continued on an annual basis until competition of planned activities. The report will include summarized information for stakeholder engagement activities. Monitoring reports should contain information about: Consultation meetings with stakeholders (place, time, issues discussed and results, mitigation measures provided by PMU); level of involvement of affected people among others; level of understanding of the project stakeholders; and Grievances identified in the reporting period (and all detailed information about it). PIU will also report on stakeholder engagement activities (on annual basis), to the WB. PIU will invite external monitoring by interested NGO/CSO to monitor implementation of SEP activities. Indicators to be monitored during SEP implementation are: • All stakeholders are communicated prior project activity starts. • Number of vulnerable groups identified and engaged; • Realization of planned engagement activities – the number and level of participation by specific stakeholder groups; • Dissemination of information – availability and accessibility of Project documents; frequency of distribution of information, reached stakeholders; • Minutes of meetings created; • Correction actions delivered • Numbers and type of grievances; • Compliance with the grievance mechanism – Completed records in grievance log • Percentage of grievances resolved within prescribed timelines; and • Number of repeated grievance 7.2. Reporting Back to Stakeholder Groups Each Stakeholder Engagement Activities Report for this Project will be published on the implementing agency website (once it becomes available; in the meantime on the OPM website) for public review and further comments. PIU through its Environmental and Social Specialists will provide the opportunity to report back to the communities. This will be achieved primarily through public meetings at local level. 42 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) ANNEX 1. Records of Meetings or Consultations Form Number: ______ Date and location of meeting: _______________________________ The purpose of the engagement: (for example, to inform stakeholders of an intended project or to gather their views on potential environmental and social impacts of an intended project) The form of engagement and consultation: (for example, face-to-face meetings such as town halls or workshops, focus groups, written consultations, online consultations) Number of participants and categories of participants: List of relevant documentation disclosed to participants: Summary of main points and concerns raised by stakeholders: Summary of how stakeholder concerns were responded to and taken into account: Issues and activities that require follow-up actions, including clarifying how stakeholders are informed of decisions: 43 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) ANNEX 2. Grievance Submission Form Reference Number Date of Incident Grievance (dd-mm-yyyy) ID # Time: � am � pm Full name (optional) � I wish to raise my grievance anonymously. � I request not to disclose my identity without my consent. Contact information � By Post: Please provide mailing address: Please mark how you wish __________________________________________________________________ to be contacted (mail, � By telephone:_________________________________ telephone, e-mail). � By E-mail_____________________________________ Preferred language of � Albanian communication � English � Other: ____________________ Description of Incident for Grievance What happened? Where did it happen? Who did it happen to? What is the result of the problem? Status of occurrence � One-time incident/grievance (date ________________) � Happened more than once (how many times? ______) � On-going (currently experiencing problem) What would you like to see happen? Contact information for enquiries and grievances: Attention: Name & Surname Signature: _______________________________ Agency for Information Society Address: Street "Luan Haradinaj" n.n. 10000 Pristina, Date: _______________________________ Republic of Kosovo Tel: +383 38 521 033 E-mail: zip-mpb@rks-gov.net 44 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) ANNEX 3. Grievance Register Form No Grievance ID Reception Communication Name of Grievance Component Actions taken Result(s) of Date of # date Channel (how) Complainant Description Intervention resolution 45 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) ANNEX 4. Active CSO’s in the relevant domain in the country Relevant civil society organizations (CSOs) in Kosovo who has their focus on Social Inclusion Issues, Protection and the Rights of Vulnerable Groups, Gender Inclusion, Policy, Transparency and Environmental Protection are shown in the table below. Name of the Organization Contact Information NGO Democratic Hope in Kosovo Initiative for Kosova Community GLPS Kosovo NGO “Toka� – youth development and citizen participation organization NGO “Women 4 Women� Women’s Business Association “SHE-ERA� NGO “Let’s Do It Kosova�- environmental protection NGO Network of Organizations for Rural Development of Kosovo NGO"ZANA"KLINA HANDIKOS Kosovo The Civil Rights Program Kosovo (CRP/K) Democracy for Development Institute for Development Policy Caritas Kosovo Committee of Blind Women of Kosova Association of Roma in Kosovo Romani Initiative HAK Kosovo New Concept Kosovo The Institute of Kosova for Development Policy GAP Institute Forum for Civic Initiatives Center for the Protection of Women and Children Transparency International Kosovo UNICEF in Kosovo NGO “Network of Peace Movement� Balkan Sunflowers Down Syndrome Kosova OECD Kosovo Local Action Council (NGO working solely on basis of project grants) NGO “Center for Kosovo Society De-politization NGO “Fortesa’ 46 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) ANNEX 5 - BRIEF SUMMARY OF DISCLOSURE AND STAKEHOLDER CONSULTATION To ensure disclosure, consultation and engagement with stakeholders for Kosovo Strengthening Digital Governance for Service Delivery Project, all relevant information on ESF documents was shared with the PAPs and OIP through disclosure in the OPM webpage, 20 days prior to the stakeholder consultation process. The ESF documents were prepared in three languages (Albanian, Serbian and English) in order to be understandable and accessible. A web site announcement to invite public for the consultation and an email notification to government stakeholders and CSOs to invite them in the consultation and call for comments on the ESCP, SEP, LMP and generic ESMP was carried out about 2 weeks before the consultation. The consultation process with stakeholder took place in Prishtina on January 23, 2023, in the Prime Minister premises. Participants included stakeholders from the government and Civil Society Organizations. The main objectives of the consultation was to: i) Disseminate information among stakeholders about the overall Project objective and project design/components; ii) To inform them about the adverse and positive impacts of the project and mitigation measures recommended in ESMP; iii) To inform them about the Project Labor Management aspects; iv) to inform about the Plan on how the Government and AIS will communicate and engage with stakeholders; v) and to inform about the action and measures that GK and AIS will implement to minimize, reduce, eliminate and mitigate environmental and social risks. Participants expressed their support for this Project which in the other hand will support green environment by reducing paper uses and asked the Project to be comprehensive. A number of concerns raised regarding the program design issues, the interoperability and inter-institution coordination, expectation at the end of the Project in relation to Internet connection outside the government; technology to be used for open data (Open source); information on how the existing projects in the institutions themselves will be integrated or supported. Participants also suggested the Project to be focused on systems interoperability; they support open data and suggested that energy should be focused on this aspect and the governments should not create obstacles. Another suggestion was that the Project should include more Public communication activities and the SEP should be more detailed regarding public communication and engagement, and that monitoring and reporting regarding social and environmental standards should be more detailed. Participants were interested to learn more on how the monitoring will be achieved; the timelines for producing the monitoring reports, guidelines for each of the phases, details on the number of days/weeks, when the planning/reporting period should begin; details on funds/budget to address impacts and risks; specification on the team responsible for reporting and monitoring. Some other participants gave suggestions on including additional subcomponents/activities in the project, like implementation of an online project management system; and implementation of an innovative approach for document management based on blockchain technology. Implementing energy efficiency measures by using renewable energy sources when building the DRC was also suggested. And the need for training the government employees that will be working in the project on WB procedures/standards was one of the suggestions. The participants were informed during the discussions that the development of the cloud strategic approach the government will also provide insight on the internet connectivity and bandwidth needs of 47 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) the government. With regards to the suggested implementation of a project management system, it was explained that the project will include the development of the architecture of the internal shared systems, including components like government intranet, task management system, and systems for managing the processes, performance, projects, laws, and strategies. Chief Technology Officer agreed that pilot implementation of a document management system based on blockchain, could be one of test projects to be implemented by the future innovation cell planned to be established within AIS. He confirmed that the Project will put a lot of focus on institutional cooperation/coordination, interoperability of systems based on European Interoperability Framework principles, and increased generation of open data exposed through the open data portal. With regards to the energy efficiency measures the participants were informed that such measures are included in the generic ESMP. And with regards to the communication and citizen engagement aspects, the participants were informed that the delivery of citizen-centric services remains one of the key objectives of the Project is and that citizens engagement will be an essential element of the Project that will be carried out throughout the entire project lifecycle. Is was explained that the Project will include an IEC Program sub-component, and the surveys conducted during the implementation of the Project will help evaluate the impact of the project, including its impact on vulnerable groups. It was also clarified that the SEP document provides a specific strategy for information disclosure and consultations (including issues to be consulted and type of information) during all phases of the project, and a specific strategy that incorporates the views of vulnerable groups. With regards to details on monitoring, reporting, planning and budget, the responsible team, guidelines, number of days/weeks, timelines for reporting, the participants were informed that a Manual for management and operation of the project will be prepared and will include details on the procedures, the reporting, the responsibilities and the timelines within the project. It was also explained that a Project Implementation Unit within ASHI, will include new human resources that will deal with administrative, financial, procurement, monitoring and evaluation and reporting aspects. The Chief Technology officer explained that rules and procedures of the World Bank will be applied in terms of procurement, project management and in terms of reporting, and that necessary guidance and training will be provided to raise the capacities for project management and implementation. 48 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) ANNEX 6 - MINUTES OF MEETING Stakeholder Consultation on ESF documents (ESCP, generic ESMP, LMP and SEP) for Kosovo Strengthening Digital Governance for Service Delivery Project Subject of Meeting Consultation Process on ESF Documents (ESCP, generic ESMP, LMP and SEP) on ‘Strengthening Digital Governance for Service Delivery’ Project in the Republic of Kosovo Date of Meeting Monday, 23 January 2023, Time of Meeting 13.30 pm – 15.30 pm Venue Office of the Prime Minister, Prishtina, Kosovo The consultation meeting with the stakeholders for the World Bank financed Project on ‘‘Strengthening Digital Governance for Service Delivery’ in the Republic of Kosovo was held at the premises of the Office of the Prime Minister on January 23, 2023 at 13.30 p.m. The meeting lasted for about 2 hours. The aim of the meeting was to brief the stakeholders about the Project, the findings of the ESF documents (ESCP, generic ESMP, LMP, SEP) prepared in the framework of the Project with regards to management of environmental and social risks and impacts, to get feedback/comments from the stakeholders, and to incorporate such comments in the final documents in order to improve the environmental and social sustainability, as well as design and implementation of the Project. The meeting was opened by the Government Chief Technology Officer - Mr. Lulezon Jagxhiu. Mr. Jagxhiu thanked and welcomed the participants, explained the purpose of the meeting, and continued with the presentation of the Project, its objectives and components. He also presented the four ESF documents (ESCP, generic ESMP, LMP and SEP). The presentation took about 45 minutes. At the end of the presentation Mr. Jagxhiu invited the participants to provide any comments/feedback on the prepared documents. Comments/Discussions 1. Mr.Vullnet Gacaferri - representative from the Ministry of Economy (ME): 1.1. The Ministry of Economy is responsible for the development of the communication infrastructure at the national level. The Ministry of Economy would need information about Internet capacity/bandwidth needs of the government in light of the e-government development plans. Currently, Kosovo’s overall Internet connection capacity is 485GBps. So, in our plans for national broadband infrastructure growth, our ministry would be interested to know what will be the needs for Internet bandwidth from the government side by 2028, and I would suggest that this could be addressed in the project documents. Mr. Jagxhiu: The government needs for internet capacity will depend on the cloud strategic approach which is going to be developed as part of this Project. Specifically, the cloud strategic approach, will specify how much we will rely on internal data centers, the private cloud and the public cloud, and this will also determine how much bandwidth we will need within the government network, within the country internet infrastructure, but also for the international internet connectivity. We will have active 49 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) consultations with the Ministry of Economy while developing the cloud strategic approach so that the national broadband policies address the e-government development needs. 1.2: Mr. Gacaferri - representative from ME: Within the list of shared platforms planned in the project, there is also a need for an online project management system, to manage projects across the government. Mr. Jagxhiu: Regarding project management, I completely agree. I mentioned some of the systems (shared platforms) for internal use and the project management system is for sure is a much needed component of the “whole-of-government� shared system. The project will include the initial phases for developing the “whole-of-government� platform, including the development of the architecture of the internal shared systems, components like government intranet, task management system, and systems for managing the processes, performance, projects, laws, and strategies. 1.3: Mr. Gacaferri - representative from ME: Referring to the innovation component, I suggest implementation of an innovative approach for document management based on blockchain technology Mr. Jagxhiu: The idea of a document management solution based on blockchain technology, is an interesting one, and implementing it would contribute to two sub-components of the Project: development of shared internal systems and establishing an innovation cell which would test emerging technologies like blockchain. 1.4: Mr. Gacaferri - representative from ME: The project plans for building of the disaster recovery center, and I would suggest that it is fully powered using renewable energy sources. There are possibilities for building fully sustainable data centers powered by solar energy. Mrs. Roxhensa Kreci– Short term Environmental and Social Consultant WB: The measures to ensure energy efficiency and usage of renewable energy sources are included in ESMP. Mr. Jagxhiu: As Roxhensa mentioned in relation to energy efficiency measures, those are covered in the ESMP document, but if there are additional innovative ideas for energy use, they will be considered. 1.5: Mr. Gacaferri - representative from ME: I would suggest t for the Project to have more focus on public communication aspects. In the slides I saw the communication mentioned only in one line, and communication with the public should be considered a very important aspect of the project. Mr. Jagxhiu: Your comments are valid, and I can confirm that the communication aspects are addressed thoroughly in the Project documents. Today’s slides are just a short summary and do not include the entire detailed communication plan. I would like to emphasize that broad citizen outreach and engagement are not only included in the project, but they are an essential element for developing and delivering citizen- centric services. Citizen engagement is integrated into the project throughout the entire project lifecycle. An IEC Program is part of the Project. For example, the subcomponent for integrated service centers includes a communication campaign to raise awareness. Mrs Kreci: In addition to the IEC Program, surveys will also be conducted during the implementation of the Project that will target vulnerable groups. There will be a survey during the first year, in the mid-term period and during the 4th and 5th year of the Project to evaluate the impact of the program, to improve the IEC program and improve the targeted mobilization for citizens to access services in eKosova. Apart 50 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) from specific strategies for information disclosure and for consultations during all phases of the project, the SEP document also includes strategies/methods to incorporate the views of vulnerable groups and avoid exclusion of such groups. 2: Mr. Shkelzen Nuza – representative from Ministry of Culture, Youth and Sport (MCYS): 2.1 In the presentation, 2 systems were mentioned: a task management system and a performance management system. I want to emphasize that ASHI has already implemented one of these systems and it can be used for other institutions and departments. As for the ESCP document: in the table where each of the components is presented, the responsible institutions and the implementation schedule are also shown in some cases, but the way and details how it will be achieved are not mentioned. Perhaps it is better to specify how it will be achieved. For example, regarding social and environmental standards, some of the documents that will be monitored are mentioned, but the details of the monitoring during the implementation of the project are not given. 2.2. Mr. Shkelzen Nuza - Regarding the budget planning for the project, a separate budget should also be presented for addressing environmental/social risks and impacts during the implementation of the project. 2.3. Mr. Shkelzen Nuza - The grievances should be aligned with environmental and social standards, and the role of the bank and of the government needs to be specified. 2.4. With regards to monitoring and reporting – we see that regular reporting and monitoring are presented as separate elements, but the format is not specified, as well as the time intervals of their delivery, and the guidelines for each of the phases. This includes th the timelines, the number of days, that the institutions should adhere to. 2.5. The same comment as above is valid for the Progress Reports; the number of days/weeks when the report needs to be delivered, should be specified. This is also valid for the semi-annual reports. 2.6. It should be specified who will be in the AIS implementation team, who will be responsible for reporting and monitoring, and to ensure that the reporting format is standardized, and cooperating institutions use such format. The monitoring reports are important for performance measurement in terms of a good standard and will facilitate AIS and PMO to define what are the priorities of their implementation. Such comments also apply to all other documents (PAPI, PMMS and PMP). Mr. Jagxhiu. Thank you for the comments and please send the suggestions and comments in writing, as well. I would like to mention that there are also other documents except from those presented that will be part of the management and operation of the project. One of them is the Project's Operational/Management manual that will be prepared and some of the comments you quoted will be included in this manual. This document will define in more detail the procedures and guidelines that to be followed by the stakeholders, including reporting requirements (who, when and what responsibility will stakeholders have). 51 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) Regarding reporting, I would like to clarify that the Project Implementation Unit to be established within ASHI, will contain human resources that will deal with the administrative, financial, procurement, monitoring and evaluation and reporting aspects. 3: Ms. Lule Ahmedi – professor at the University of Prishtina, and representative from RAEPC: 3.1. The project probably takes into account which institutions/regulatory agencies have their own digitization projects. It is important for the institutions to be able to use interoperability and how can the institutions be supported in that process. We, at RAEPC have started some such projects. In particular, qe re planning to expose some services through e-kosova: for example, for consumers to file complaints about the Internet service, etc. 3.2. We have innovative projects in cooperation with University of Prishtina and its students. It will be important to clarify how the innovative aspect will work. 3.3. Regarding usage of the cloud services, we have had dilemmas whether we can put email services in the cloud considering the sensitivity of such data, etc. Therefore, for such processes of each institution, it is good to have a common approach. 3.4 We also have a Project for implementing a project management system, so it would be good to communicate and see what already exists and what could be integrated within the broader digitization initiative. Mr Jagxhiu: The comments are very relevant. During the Project a special focus will be dedicated to cooperation and coordination. But, of course, this project will not address all needs with regards to digitalization. The strategic and specific objectives of the e-Government Strategy which is being finalized cover more broadly all the aspects, and this Project covers a part of the objectives of the digitalization strategy. We will be working with all the institutions and agencies, to make sure we utilize anything already existing within the institutions, and thus avoid duplications. Each of the sub-components will be a separate project itself, and there will be discussions, analysis before and during such project implementations. 4: Mr. Genc Hamzaj– representative from the Civil Registration Agency (CRA): 4.1. I wanted to add something in relation to rationalization of energy for the planned activities. We are discussing the provision of services for citizens, perhaps it would be good to have such inter-institutional communication, so that citizens use a service without knowing which government institution is providing the service. This can be achieved through systems interoperability, that's why we should focus on that aspect. 4.2. I want to mention an example. Our agency is connected with University of Prishtina (UP) through the Government Gateway (GG) since 5 years, and we offer a reliable service in the real time. However, when students apply for registration in the university, the UP still requires an original printed certificate and does not even accept the one issued electronically through eKosova. This is not acceptable especially from institutions within the country. Even though we are implementing policies and processes, it still doesn't have the iimpact we want, so is necessary the interoperability between the systems to be enforced. This way we will also support the environment protection by reducing paper usage. 52 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) 4.3. Another problem is when we try to implement systems that affect multiple institutions. In cases when a system affects one agency/ministry, usually it is implemented smoothly, however, when it affects multiple institutions or the entire government, we fac challenges. The implementation of the E-archive as an example. We need to find better mechanisms for the implementation of such systems. 4.4. Another aspect is to open data as much as possible for citizens, but without any misuse of personal data. The Agency for Information and Privacy has developed many regulations and procedures on how to open data and how the border between open data and sensitive data is considered, so we should open more data while making sure personal data is protected. For example, we in the Civil Registration Agency have a lot of alpha numeric data that are not sensitive, and many students search for months to access data such data forfor research and studying purposes. We, as an Agency can simply provide such data as open data, with some simple procedure. Therefore, I consider that this is one of the areas we should focus our energy. Mr. Jagxhiu. I fully agree with your opinion. It was touched upon briefly during this presentation, but I would like to emphasize that Interoperability is a crucial element of this project. The interconnection between systems will help the administrative burden reduction. Some processes/services are very bureaucratic, and having the systems connected systems will help eliminate such bureaucracies. Simplification and re-enginnering of processes, procedures and legislation, are a necessary part of digital transformation. With regards to open data, I would like to confirm that the Project puts a significant emphasis on open data and the overhaul of the open data portal. All data not protected by the law for personal data protection or that is not considered a classifiedinformation or a trade secret, must be open for the public. Open data is not only useful for citizens, but also for the civil society and the private sector to build their analysis and services. 5: Mr.Gacaferri - representative from ME: 5.1 The usage of Open source is not specifically mentioned, so how can such technologies be used in the Project. Mr. Jagxhiu: The EU interoperability framework which defines the principles on the basis of which we develop electronic governance is mentioned in the Project. This means that apart from commitment to open data, the systems in the government need to be technology agnostic, and this will provide more opportunity for open source technology deployments in this project. 6: Mr. Agim Qela – representative form the Ministry of Finance, Labor and Transfer: With regards to the staff of the institutions that will be engaged in the project, they should be informed about the WB procedures, which means that they should be trained on the procedures/standards. Mr. Jagxhiu: The rules and procedures of the World Bank will be applied in terms of procurement, project management and reporting. The WB provides standards also for transparency and accountability. This will be an added benefit of the project, as apart from the direct project outputs, it will help build capacities in the areas of project management and implementation. 53 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) 7: Mr. Hekrem Sadiku – Agency for Information Society (AIS): The biggest challenge will be the ability to have the necessary human resources. Mr. Jagxhiu: It will be a challenge but there is also an opportunity to utilize the Project to build the human resource capacities neede for digital transformation. 8: Mr. Kushtrim Canolli – Strategic Planning Office in the Office of the Prime Minister: With regards to the administrative burden prevention and reduction program that was briefly mentioned, and we have started implementing, it is good that the efforts are combined and oriented in one direction and with the same objective in mind: simplification and digitization of services. It is closely aligned with the new e-Government strategy which also focuses on aspects of the digital infrastructure. This project together with projects like the one with GIZ and the one negotiated with IFC that will cover the municipal level as well, we can help remove the use of paper from the administration. However, we also have to work on enforcing usage, for example the digital birth certificates are extensively only in Prishtina municipality, but not so much in other municipalities. So, raising awareness not only for the population but also for the administration is necessary. 9: Mr. Genc Hamzaj– representative from the Civil Registration Agency: I would also suggest that we use the word automation to the digitalization process because some services that require 10 steps to be completed, and once they are digitalized this can be completed in fewer steps. Automation results in savings in human and technological resources. So, we need to see the Automation as part of the digitalization as much as possible. Mr. Jagxhiu: I agree that digital transformation also in many cases includes automation. One of the key sub-components of the project is reshaping and piloting government services based on the life events approach, and this include a lot of automation with the aim of providing proactive and seamless services for citizens and businesses. As there were no additional comments from participants, Mr. Jagxhiu thanked the participants in the meeting for their inputs, comments, and suggestions on the project's environmental and social documents. He emphasized that the project documents will be open for comments and suggestions during the whole life-cycle of the Project. 54 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) ANNEX 7 - PHOTOS TAKEN DURING THE STAKEHOLDER CONSULTATION MEETING FOR THE ESF DOCUMENTS –KOSOVO DIGITAL GOVERNANCE FOR SERVICE DELIVERY PROJECT, HELD AT THE OPM PREMISES ON JANUARY 23, 2023 ANNEX 8 - LIST OF PARTICIPANTS IN THE CONSULTATION MEETING FOR THE ESF DOCUMENTS – DATE JANUARY 23, 2023 Not disclosed 55 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) ANNEX 9 - SCREENSHOT OF THE PUBLIC ANNOUNCEMENT IN THE PMO WEBPAGE (ANNOUNCEMENT IN ALBANIAN, SERBIAN AND ENGLISH) 56 Stakeholder Engagement Plan (SEP) Strengthening Digital Governance for Service Delivery (P178162) The Announcement in the OPM webpage for the Consultation Republika e Kosovës Republika Kosova - Republic of Kosovo QEVERIA - VLADA - GOVERNMENT Zyra e Kryeministrit - Ured Premijera - Office of the Prime Minister Njësia për Transformim Digjital - Jedinica Digitalne Transformacije – Digital Transformation Unit 6.1.2023 Announcement The Office of the Prime Minister of the Republic of Kosovo would like to inform the interested public that it plans to implement the “Strengthening Digital Governance for Service Delivery� Project that will be financed with funds from the World Bank. According to the Project requirements regarding environmental and social risk management, the public needs to be meaningfully informed about all relevant risks and impacts in the early stage of project preparation. With this aim the Digital Transformation Unit within the Office of the Pime Minister is organizing public consultations on the following prepared draft documents: • Environmental and Social Commitment Plan • Labor Management Procedures • Stakeholder Engagement Plan • Environmental and Social Management Plan The respective documents in Albanian, Serbian and English are available for review at the premises of the Government Building, Mother Theresa Square, and on the following website: https://kryeministri.rks- gov.net/en/the-office-of-prime-minister/committees/commission-for-digital-transformation/ Public consultation for the respective Project documents will be held at: Government Building, Mother Theresa Square, Room P38, on January 23, 2023 at 13:30. Remarks and/or comments about the documents may be submitted at the public consultation and/or in writing by 23/1/2023 at the latest at the following address: Address: Government Building, Mother Theresa Square, Prishtina Contact Person: Arben Damoni e-mail: arben.damoni@rks-gov.net 57