The overall goal of this study is to enhance the level and quality of eGovernment in the six ReSPA member countries and Kosovo* in a manner which both takes into account their specific and different needs as well as aligns them as closely as possible to European developments and standards. In addition, the study investigates the best modalities to improve Government productivity, efficiency and effectiveness by providing a number of recommendations, and it attempts to address the challenges of the Western Balkan region as a whole.

One of the most important features of the study is the examination of the state of the art of eGovernment in Albania, Bosnia and Herzegovina, Croatia, Macedonia, Montenegro, Serbia and Kosovo*. Particular focus is on eGovernment processes, including the provision of information, service delivery, interaction between Government to Government and Government to Citizen, as well as the equally important connections of Government with Business, i.e. the private sector. Thus findings elaborate individual country developments in the Western Balkans, from the policy and strategic level in specific eGovernment institutional settings and implementations, reflecting European good practice.