Digital Divide 2023 by CorD Magazine

DIGITAL DIVIDE SPECIAL EDITION 2023, VOL. V

Contents 04 C OMMENT

Harnessing Technology for Comprehensive Development

06 Mihailo

Jovanović

Serbian Minister of Information and Telecommunications

We’re Ready for the Future

10 Predrag Nikolić

Managing Director of the CCIS Centre for Digital Transformation

Supporting SME Digitalisation

14 Luboš Berkovec Mobi Banka Chief Operations Officer

Dedicated to Modern Banking

08 M ilan Latinović

Acting Director of the Office for IT and eGovernment of the Republic of Serbia

We Care About Security

EDITOR IN CHIEF Neda Lukić n.lukic@aim.rs DESIGN Slađan Radosavljević Zoran Perović design@aim.rs PHOTOS Zoran Petrović COPY EDITOR Mark Pullen

PROJECT MANAGERS Biljana Dević b.devic@aim.rs Mihailo Čučković m.cuckovic@aim.rs Nataša Novković n.novkovic@aim.rs OFFICE MANAGER Svetlana Petrović s.petrovic@aim.rs FINANCE Dragana Skrobonja finance@aim.rs

EXECUTIVE DIRECTOR Maja Vidaković m.vidakovic@aim.rs DIRECTOR Ana Novčić a.novcic@cordmagazine.com PUBLISHER Ivan Novčić i.novcic@aim.rs

PRINTING Rotografika d.o.o. Segedinski put 72, Subotica DIGITAL DIVIDE 2023 Published by: alliance international media Prote Mateje 52, 11111 Belgrade 17, PAK 125806, Serbia Phone: +(381 11) 2450 508

E-mail: office@aim.rs; office@cordmagazine.com www.aim.rs; www.cordmagazine.com ISSN: 2560-4465 All rights reserved alliance international media 2023 The views expressed in this publication are those of the presenter; they do not necessary reflect the view of publications published by alliance international media THIS PUBLICATION IS FREE OF CHARGE

DIGITAL DIVIDE 2023

Digital Divide 2023 18 Gorana Rašić

Chief Financial Officer (CFO), Chief Operations Officer (COO) and Executive Board member at Generali Osiguranje Srbija

Leaders of Innovation

24 Aleksandar Cvetković Head of OneCloud in Eviden Srbija

Focused on the Future

26 D anilo Savić

CEO, Data Cloud Technology

Keeping Pace With the Best

20 EUROBANK

Clients’ Digital Security is Vital

22 Bogdan Stešević

Head of the Group for Quality of Services and the Development of Artificial Intelligence; Manager of the Serbian National Platform for Artificial Intelligence

Supporting the Digital Transformation of Business

28 B y Miodrag

Ranisavljević

DATALAB Automation, Artificial Intelligence and the Future of Accounting

Let’s simplify the complex and automate the simple!

30 D un & Bradstreet

Dun & Bradstreet secures the quality of your data

16 Miloš Lončar

Client Solutions Lead for SEE, Dell Technologies

Valued Partner to the Public Sector

17 Vladimir Spasić Dell Account Executive

E-services Ease Our Lives

32 E DGE

Mechanism Driving Digital Transformation

34 O pinion

Big Tech Cannot Be Regulated

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COMMENT

erbia’s continuing efforts to transform itself into a knowledge-based economy are multifaceted. They include investments in high-speed internet, advancements in fostering the digital economy and innovation, the evolution of e-government structures, support to advancing digital literacy and accelerating the adoption of technological advancements among businesses. Serbia’s commitment to robust digital infrastructure is exemplified by investments in high-speed internet access and expansion of the broadband network. A significant capital investment project that was initiated in December 2022 and valued at €500 million ($545 million) aims to enhance broadband communication infrastructure, focusing specifically on rural areas. This in-

HARNESSING TECHNOLOGY FOR COMPREHENSIVE DEVELOPMENT Serbia’s digitalisation journey has been marked by notable strides across multiple fronts, reflecting a commitment to harness technology for comprehensive societal and economic advancement

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itiative aligns with Serbia’s broader vision of bridging the digital divide, ensuring that even remote regions benefit from robust internet services. Projections suggest that over 99% of Serbian households will have access to high-speed fixed internet by 2025. Simultaneously, Serbia has taken significant strides in supporting the digital economy and innovation, along with the development of e-government. The EDGE project, embedded within the scope of Serbia’s Artificial Intelligence Development Strategy, is an important initiative that’s driving innovation, digital transformation and the evolution of e-government services. Among other things, the project encompasses a December 2021 500-million-euro investment in a supercomputer and the development of the National Platform for Artificial Intelligence. cordmagazine.com

THE DIGITALISATION OF BUSINESS PROCESSES REMAINS A KEY DRIVER OF SERBIA’S ECONOMIC GROWTH AND COMPETITIVENESS This endeavour aligns with Serbia’s commitment to advance e-government services and support academic and innovative pursuits in artificial intelligence. Collaborations with academic institutions, science and technology parks and the Innovation Fund have resulted in public calls for start-up companies. A total of 33 start-ups leverage the supercomputer, fostering a vibrant ecosystem and gaining international recognition. Look-

ing to the future, the project aims to enhance its supercomputer with more advanced graphics processors, thereby sustaining its impactful role in driving Serbia’s digital evolution. Recognising the importance of digital skills, Serbia has been working on initiatives to enhance education in the digital domain. Integrating digital literacy programmes into formal education and vocational training ensures that individuals are prepared for the evolving digital landscape, contributing to a digitally competent workforce. These efforts are aligned with the growing interest of Serbian businesses in leveraging digital tools to enhance productivity, improve customer experiences and remain competitive in a global economy.

INTERVIEW

WE’RE READY FOR THE FUTURE Continuous investment in the ICT sector and advancing digital transformation have proven to be extremely successful and represent the foundations of Serbia’s further transition to a knowledge-based economy that relies on a network of infrastructure, investments in science and technology parks and education as the cornerstones of future economic growth

MIHAILO JOVANOVIĆ Serbian Minister of Information and Telecommunications

The ICT sector has become both Serbia’s fastest growing and largest export sector, despite a noticeable trend of falling employment at the global level. ICT exports for the first nine months of this year are up 32% compared to the same period of 2022 and have a total value of 2.5 billion euros. “We can state with pride that our country has proved resistant to global turmoil in this sector, and we estimate that exports will total around 3.8 billion euros by the end of this year,” says Serbian Information and Telecommunications Minister Mihailo Jovanović. “When it comes to

Serbia’s ICT sector currently employs over

107,000

workers, and that number is growing

employee numbers, they are also increasing despite the trend and currently stand at over 107,000 employees across the ICT sector as a whole.” The Interior Ministry recently issued permits to test drive two autonomous vehicles in Serbia, with the idea of Serbia engaging in the process of developing driverless vehicles that are based on artificial intelligence. What are the required steps for that? — We showed our readiness to keep pace with the future development and application of artificial intelligence as early as 2019, when we

adopted our Strategy for the Development of Artificial Intelligence, then soon afterwards established the Institute for Artificial Intelligence Research and Development and launched the National Platform for Artificial Intelligence. It is worth noting that the autonomous vehicle market and the development of these vehicles is worth in excess of 100 billion euros, while data suggests that it will be worth 20 times as much over the next 10 years. Today’s auto industry is increasingly heading in the direction of developing software and information systems, whether they are for vehicle mobility or checking for faults in vehicles, while it is linked ever less to the existence of factories that produce physical components or assemble actual vehicles. Providing for the testing of autonomous vehicles will secure the environment required for further development, the advancement of technology and additional investments in our country, and I believe that, provided we continue in this way, we will have the first autonomous vehicles at Expo 2027.

Investing in infrastructure is among the top priorities of the Government of Serbia. How effectively are innovative companies utilising these resources, and how do you envisage their further development? — Thanks to capital investments of the Government of the Republic of Serbia, the Government Data

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Centre in Kragujevac began operating in 2019, in accordance with the highest international, technical and security standards. The Government Data Centre this year also received international EN50600 Certification confirming the highest levels of reliability and security, which helped us position ourselves as the first country in Eastern and Southeast Europe to have attained this standard. The Government Data Centre is also the location of the National Platform for AI, i.e., the country’s supercomputer that’s used by universities, scientists and various start-ups. We will soon see the expansion of the Government Data Centre to become the Innovation District, which has been conceived as a creative/in-

on these three and what are you doing to ensure this development is regionally balanced? — We have recognised the needs of the scientific and IT communities and are continuing to invest in the construction of science and technology parks. We didn’t have a single science and technology park until five years ago, while today we have four of them in Serbia – in Belgrade, Novi Sad, Niš and Čačak. The plan is to expand the existing science and technology parks in Niš, Čačak and Belgrade, construct a Kruševac Science and Technology Park and develop a 5th STP within the framework of the Innovation District in Kragujevac. With the building and improving of required infrastructure, these cities are becoming recog-

WE CAN STATE WITH PRIDE THAT OUR COUNTRY HAS PROVED RESISTANT TO GLOBAL TURMOIL IN THIS SECTOR, AND WE ESTIMATE THAT EXPORTS WILL TOTAL AROUND 3.8 BILLION EUROS BY THE END OF THIS YEAR novative digital centre where employees will be able to work and socialise, and which will also be open to citizens and visitors. We also launched the renovation of the old railway ‘Ložionica’ [fuelling station] in Belgrade, which will become a hub and meeting point for innovators, talented individuals, creative workers and IT professionals. We are also continuing to invest in required infrastructure through digitalisation, in order to provide Serbian citizens with the best possible working and living conditions, but also to entice additional investments.

Belgrade, Novi Sad and Niš are recognised as hubs of education and innovation, where domestic and international IT companies are concentrated. How much have other cities closed the gap cordmagazine.com

nised as good centres of innovation where domestic and international IT companies will be concentrated, thereby also providing the potential for the further advancement of our national economy.

Which results in the implementation of the Action Plan for the Digital Skills Development Strategy for the 2023 to 2024 period would you single out as being the most important? — We advocate in continuity and invest resources that are essential for developing awareness and continuously educating citizens with regard to digital skills. We have continued with the Digital Expedition, representing a caravan of digital skills, literacy and security, with the intention of touring all cities and municipalities in Serbia. Moreover, in addition to staging

workshops for citizens, children and their parents, the expedition also offers workshops for our elderly citizens, which encompass basic skills for using computers and mobile devices. We also donate a ‘digital nook’ to the Association of Pensioners in each local government, where they can continue developing their knowhow, while they continue helping and educating our oldest citizens with the assistance of the Youth Office. We also aim to support employees in city or municipal administrations with workshops on the use of eGovernment.

The Connected Schools project culminated this year and a new project is now underway to construct communications infrastructure in rural areas of Serbia. How is the work progressing? — Under the auspices of the Connected Schools project, we have enabled an equal education for all students in Serbia over the past five years, as well as introducing highspeed, reliable and secure internet access for more than 3,800 primary and secondary schools. When the Government of the Republic of Serbia prioritised digitalisation and education six years ago – based on the initiative of Prime Minister Ana Brnabić – one of our objectives was for Serbian children to start using their digital skills on a daily basis and for that to become a resource for their learning, advancement, research and entertainment, as well as for the digital society in Serbia to simultaneously be a secure digital environment. With the project that we launched late last year in our country’s rural areas, the Information and Telecommunications Ministry has to date provided the possibility of high-speed internet connections to about 50,000 citizens nationwide. Our plan is to introduce high-speed internet, with a bandwidth exceeding 100 Mbps, to more than 700 villages by year’s end 2025, connecting more than 120,000 households to the internet.

DEVELOPMENT Providing for the testing of autonomous vehicles will secure the environment required for further development, the advancement of technology and additional investments in our country

CENTRE We this year launched the renovation of the old railway ‘Ložionica’ in Belgrade, which will become a hub and meeting point for innovators, talented individuals, creative workers and IT professionals

SKILLS One of our objectives was for Serbian children to start using their digital skills on a daily basis and for that to become a resource for their learning, advancement, research and entertainment

INTERVIEW

WE CARE ABOUT SECURITY The Government Data Centre in Kragujevac holds a certificate based on European standard EN 50600 for data centres, confirming that it satisfies the highest levels of reliability, security and efficiency in the protection and storage of equipment and data, while it is also the first such centre in Eastern and Southeast Europe to gain EN 50600 Class 4 Certification

MILAN LATINOVIĆ Acting Director of the Office for IT and eGovernment of the Republic of Serbia

he eGovernment Portal of the Republic of Serbia has become the central hub for citizens and businesses to communicate with the public administration, and it today has more than two million users. Milan Latinović, acting director of the Office for IT and eGovernment of the Republic of Serbia, emphasises that launching the eGovernment Portal has enabled the digitalising of many services intended for citizens and businesses.

What kind of user structure does the eGovernment Portal have; and what does that tell you about digital literacy levels among Serbian companies and citizens? — We are proud of the fact that the services of the eGovernment Portal are used by an impressive two million citizens. These eCitizens, registered users of the eGovernment Portal, are no longer “couriers” moving between counters, rather they have the possibility to obtain personal documents as and when need-

ed, quickly and easily, via a computer or mobile phone, 24 hours a day, from any location in the world. More than four million documents have to date been sent to citizens’ ‘e- sanduče’ [e-post boxes], which represent an integral part of the eGovernment Portal. Moreover, hundreds of different electronic services enable the public administration to work much more efficiently, transparently and economically, and increase the level of satisfaction among citizens. The eGov-

DIGITAL DIVIDE 2023

ernment Portal has a diverse user structure, as we offer services that are needed by citizens, but also by the business sector. We currently also have more than 696,000 active users who sign-in to the Portals application via the ConsentID mobile app, while more than 180,000 of them actively use a cloud-based signature. These facts all indicate to us that we are doing a good job, which is why we will continue realising our goal of switching fully to online communication between public administration and the citizenry. It is worth recalling that the World Bank’s analysis for 2022 highlighted the fact that Serbia occupied a high 4th place in Europe and 11th worldwide on the Digital Transformation Index, while our country is ranked in the top ten

— It has been made possible for citizens to use the eGovernment Portal in such a way that prescribes a high level of identity protection and personal data security, via the ConsentID mobile app or with a qualified electronic certificate. Moreover, the main advantage of using the ConsentID mobile app to sign-in is that it only requires a mobile phone to be activated and grant access to all connected portals – eGovernment Portal, LPA [local tax admin], eZdravlje [healthcare], APR [business registers agency], Moj esDnevnik [school journal], eFaktura [invoicing], eAgrar [agriculture], eSud [courts] and Moja prva plata [My first salary], CROSO [central registry of compulsory social insurance], and soon also the Portal of the Tax Administration. It also

THE MAIN ADVANTAGE OF USING THE CONSENTID MOBILE APP TO SIGN-IN IS THAT IT ONLY REQUIRES A MOBILE PHONE TO ACCESS ALL CONNECTED PORTALS countries for speed of electronic administration development [eGovernment Development Index (EGDI)], according to a United Nations report. Thanks to electronic administration, citizens have to date been spared from having to visit counters more than 180 million times, with civil servants having done so on their behalf in electronic form, which serves to make electronic administration even more what it actually is: visiting as few counters as possible. The issue of security and personal data protection is among the crucial issues whenever talk turns to digitalisation and online services. How does the eGovernment Portal’s data protection system function and what are its main features? cordmagazine.com

provides the possibility of signing documents with a cloud-based signature, without the need to install additional software or carry a reader for qualified electronic certificates. Data has become the most valuable commodity in today’s world. How does the Government of Serbia approach data protection and internet security? — We like to say that data represent the “oil of the 21 st centu-

More than

million documents have to date been sent to citizens’ e-post boxes

ry” and that is indeed the case. Thanks to the construction of infrastructure, the Government of the Republic of Serbia, through the Office for IT and eGovernment, stores and protects data in accordance with the highest security standards. The Government Data Centre in Kragujevac holds a certificate based on standard EN 50600 for data centres, confirming that it satisfies the highest levels of reliability, security and efficiency in the protection and storage of equipment and data – Class 4 Certification. This certificate represents a great acknowledgement for both the Government Data Centre in Kragujevac and for the Republic of Serbia as a whole, because it is yet more confirmation that Serbia is a leader in the field of digitalisation and the construction of technological infrastructure in this part of Europe. EN 50600 is a European standard that relates to the planning, construction and operation of data centres and similar digital infrastructure facilities. Only eight data centres in Western European countries have previously received this certificate for class 4, so the Government Data Centre in Kragujevac is the first in Eastern and Southeast Europe. Which of the services are most commonly used by businesspeople and where is the need to further improve communication between the business sector and the public administration most pronounced? — The services most commonly used by the business sector are: issuing/renewing a retail license (Tobacco Administration), issuing a confirmation of the conducting of criminal proceedings – KU (issued by a court, Ministry of Justice), issuing a confirmation from the Criminal Records of Legal Entities - KEPL (Ministry of justice) and filing a need for employment (National Employment Service).

EFFICIENCY The digitalisation of numerous services has enabled citizens and businesses to spend less time moving between counters, as these tasks can be performed via eGovernment

USERS We currently have more than 696,000 active users who sign-in to the Portals application via the ConsentID mobile app and actively use a cloud-based signature

SERVICES The business sector most commonly uses the Portal’s service for issuing or renewing a retail license

INTERVIEW

SUPPORTING SME DIGITALISATION With CDT assistance, it is quicker and easier for small and medium-sized enterprises to traverse the digitalisation process and apply artificial intelligence to their business processes tion chain and optimises processes. Logistics benefits from better tracking and management of inventories, while the financial sector uses automation to make transactions and data analysis faster and more precise. These technologies improve efficiency, reduce costs and boost competitive advantages.

PREDRAG NIKOLIĆ Managing Director of the CCIS Centre for Digital Transformation

he Chamber of Commerce & Industry of Serbia’s Centre for Digital Transformation (CDT) has created the SME Digital Transformation Support Programme, which has been devised as a strategic consulting support services for companies from the MSME sector through an elaborate and advanced process that encompasses all elements: from the initial diagnosis of problem to the determining of solutions, with co-financing of up to 6,000 euros for solutions and tracking their implementation, monitoring the effects of implementation after one year. “Over the course of the five years of the operations of the Centre for Digital Transformation to date, applications for inclusion in CDT programmes have been submitted by 3,500 companies from all branches of industry that vary in size and in terms of geographical distribution

(92 towns and cities in Serbia). A large segment of these companies have, together with our 68 certified digital transformation consultants, traversed the entire pathway from defining the required steps to digital transformation to the implementation of those solutions,” explains Predrag Nikolić, managing director of the Chamber of Commerce & Industry of Serbia’s Centre for Digital Transformation. In which sectors are digitalisation and process automation most prevalent today and why? — Digitalisation and process automation are particularly topical today in the sectors of IT, production, logistics and finance. In the IT sector, they enable more efficient data management, software development and the implementation of new technologies. In production processes, digitalisation improves the management of the produc-

Which processes do companies most often digitalise and automate? What are the most important motives of these companies and how deeply do these processes really penetrate their core business? — Companies often digitalise and automate key business processes in order to increase efficiency, reduce costs and improve their overall productivity. The processes that are most commonly digitalised and automated include administrative processes, production processes and customer relationship management (CRM). The motives behind digitalisation and automation include a desire to speed up responses to market changes, increase existing competitive advantages, reduce errors, improve the user experience and optimise operating costs. These processes often penetrate deeply into companies’ core business as they enable better decision-making, more efficient resource management and the creation of more agile business environment. Digital transformation is becoming an integral part of business strategies, and companies that implement these changes successfully gain an advantage in a dynamic business environment.

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Do you have a sufficient number of certified consultants, given the demand among companies? — One of the first steps in the establishment of a digital transformation support model, especially for SMEs, was the forming of a network of certified digital transformation consultants with knowhow and experience in processes related to the digitalisation of an entire business. Over a period of five years, the CDT trained and certified (ISO 17024 standard) 68 consultants from the fields of business models and processes, e-commerce and social media, IT security and GDPR, as well as an artificial intelligence (AI) module. Moreover, the CDT has six trained and certified CDT trainers for future generations of certified consultants. Our plan is for us to have approx-

imately 100 certified consultants over the next two years, in order for us to get to 1,500 companies that will go through the CDT consulting process by year’s end 2025, via the MSME Digital Transformation Support Programme. We are bearing witness to the dramatic development of machine learning and artificial intelligence. How prevalent are these processes in our country and how is the CDT preparing to assist companies in switching to these complex technologies? — The CDT introduced an artificial intelligence model to its operations a year ago, or rather it trained and certified consultants in this field at the initiative of the Government of the Republic of Serbia. The CDT launched its SME sector Support Programme in this

MORE THAN 900 DIGITAL SOLUTIONS HAVE BEEN IMPLEMENTED THROUGH THE PROGRAMMES OF THE CENTRE FOR DIGITAL TRANSFORMATION, WITH A TOTAL OF 312,692,730.93 DINARS, OR 2,667,403.49 EUROS, HAVING BEEN SPENT TO DATE ON THEIR IMPLEMENTATION IN PROGRAMMES FOR 2021 AND 2022.

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area during last year, because AIbased solutions are being utilised increasingly to automate and optimise business processes, regardless of the branch of industry in which companies operate. One of the most significant benefits of AI is the system for automating marketing that can implement machine learning in order to improve the targeting of users, conceive more precise communications and construct conclusions on the basis of their behaviour. Moreover, AI integrated with CRM is able to perform real-time analysis and provide recommendations and predictions on the basis of a company’s business processes and customer data – it can assess the sentiments of customers as expressed in social media posts, recorded conversions, customer reviews and emails. The launch of operations of the Business Innovation HUB has been announced. Why is this important for the Serbian economy? — The CDT HUB is a platform that prioritises the encouraging of collaboration between IT companies, start-ups, investors, experts, representatives of public institutions and traditional firms. Its main mission is to ease the joint creation of innovative solutions that enhance the competitiveness and productivity of all parties involved. The basic value of the operations of the CDT HUB is its commitment to bridging the gap between IT companies and traditional businesses. By providing a common space for engagement, this platform enables IT firms to gain valuable insights from conventional businesses, improving their products and services in order to satisfy evolving market demands. At the same time, traditional firms gain access to the latest technologies, which helps them modernise and encourages efficiency and competitiveness on a developing market.

PLANS Our plan is for us to have approximately 100 certified consultants over the next two years, in order for us to get to 1,500 companies that will go through the CDT consulting process by year’s end 2025.

AI Over the course of last year, the CDT supported 30 companies from the SME sector that implemented AI solutions after working with us, through a subsidy of up to 12,000 euros per company.

DEVELOPMENT The CDT HUB brings together IT companies and traditional businesses… This platform enables IT firms to gain valuable insights from their operations, to improve their products and services and offer them on the market.

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SAY HI TO AI Digital transformation is never going to be done. As technologies continue to evolve and emerge, companies need to keep up and continue with their own transformations. Much like automation, the proliferation of analytics and artificial intelligence will continue to make its way into every part of our business and life.

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LUBOŠ BERKOVEC Mobi Banka Chief Operations Officer

CORPORATE

DEDICATED TO MODERN BANKING Mobi Banka has been dedicated to digital banking from the very beginning, in 2014. Stability and reliability forms the foundations of its business, as this company does everything it can to be a partner that customers can count on in the digital future

s it is set to mark its 10th anniversary in 2024, Mobi Banka is preparing to make significant changes that will redefine the boundaries of digital banking. These plans require a special focus on the further development of the bank’s IT team and many more inovations.

The willingness of banks and the regulator to modernise Serbia’s financial market and align it with European trends has led to digitalisation. How do you assess this process, which only intensified during the pandemic? — Digitalisation has certainly become inevitable since 2020, but we were there years before, from

the very beginning, in 2014. We have remained dedicated to digital banking since then, taking the stance that online, simple and modern banking is the only right choice. We believe strongly that our customers shouldn’t wait in endless queues in front of branches: they deserve to be able to access all our services from the comfort of their home. Easy access to all banking services tailored to customers’ needs wouldn’t be possible without the determination of the National Bank of Serbia, led by Governor Tabaković, to act diligently in this field. Now that digitalisation has entered every corner of our society, it is time to raise the bar even higher by introducing new digital products and concepts and placing them primarily in the service of the client. As we mark our 10th anniversary in 2024, we are preparing for significant changes that will redefine the boundaries of digital banking. These plans require a special focus on the further development of our IT team, as we plan

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to double the number of our IT colleagues by the first quarter of 2024. Can market success be achieved without listening to the needs, desires and expectations of clients? — The short answer would be ‘absolutely not’. Before joining Mobi Banka, I was a member of the Air Bank team, the fastest-growing bank in the Czech Republic, with over 980,000 clients. In recent years, its client experience has been ranked first and second among 200 regularly assessed brands on the Czech market, which comes from constant communication with clients, while carefully listening to what they have to say. Mobi Banka looks to emulate the success of its “older sister” within the PPF Group and we are following a common path, on which

use Mobi Banka Mastercard payment cards, Android and Apple devices. What are the greatest benefits of cashless payments for clients? — I am very passionate about motorbikes and particularly enjoy my rides from Belgrade to Prague. When you decide to engage in such an activity, you must be prepared to react swiftly and calmly while remaining vigilent regarding potential developments. Like road safety, ensuring the safety of clients during transactions is a priority and that’s why we have introduced Google and Apple Pay. Transactions are now even simpler, faster and safer. The entire process is fully protected and there is no exchange of card data at any point during the transaction. This innovation reflects our commitment

DEDICATED TO EDUCATING CLIENTS Given that you are an expert in the security field, how do you perceive the challenges brought by digitalisation in this domain? — The downsides of digitalisation are strongly outweighed by its benefits. However, that doesn’t mean that we don’t address them. That’s why we work diligently to educate our clients on how to protect their personal data and stay safe in the digital financial environment. Additionally, we are constantly working on our systems in order to stay at the top of the game: over the past few weeks, we have rapidly and efficiently implemented system upgrades, paying special attention to security.

YETTEL AND MOBI BANKA ARE SISTER COMPANIES THAT STRIVE TO CREATE INNOVATIVE, SUSTAINABLE AND DIGITALLY ADVANCED and digitally advanced solutions SOLUTIONS FOR CUSTOMERS for our customers by building and client satisfaction is paramount. That’s why we have conducted our own research and created our 5+ offer, which includes some of the most desirable banking benefits, according to customers, for everyone who transfers at least 35,000 RSD of their salary to Mobi Banka. I’m confident that there isn’t a person who would say no to free account maintenance, free cash withdrawals from any ATM in Serbia, and free domestic and international payments, along with a few more perks. And this is just the beginning. We will soon introduce new products and numerous functionalities created with special consideration for our clients’ feedback. You recently introduced digital wallets for your clients who cordmagazine.com

to positive global trends, allowing clients to make transactions anywhere and at any time, simply by tapping their phone to the POS terminal. Forgotten wallets will no longer be a problem because everything you need is on your phone. Within the PPF Group, one of the largest investment groups in Europe, you work closely with Yettel, constantly innovating to stay ahead of your customers’ needs. Can you tell us about some joint projects that you have planned for the future? — We like to say that Yettel and Mobi Banka are sister companies within the PPF Group, as our philosophies dovetail: we both strive to create innovative, sustainable

successfully bridging the divide between telecommunications and banking. We launched a new project a few days ago that we have been preparing for a long time: paperless documentation for the purchase of new mobile devices through our interest-free loans. This means that our customers can sign the necessary documentation on a tablet, providing just three signatures instead of the 16 that were previously required. In this way we are able to significantly reduce the use of paper, not to mention how much time we save for our customers. In the near future, we plan to digitalise the process of opening a current account at our bank on the basis of the same principle, which means that a 100 per cent of the joint activities of Mobi Banka and Yettel will be paperless and sustainable.

Our customers can sign the necessary documentation on a tablet, providing just three signatures instead of the

that were previously required

Your company maintains a presence in all sectors, but major investments in the reform and digitalisation of the public sector are particularly evident. How did you enter into this endeavour? Was it accelerated by the Covid-19 pandemic? — Dell Technologies creates integrated solutions, end-to-end product offerings, and holds number one positions in critical Client and Infrastructure solutions. From the PC to the core data centre, to the cloud and to the edge, creat-

MILOŠ LONČAR Client Solutions Lead for SEE, Dell Technologies

Dell Technologies creates integrated solutions, end-to-end product offerings, and holds number

ONE

positions in critical Client and Infrastructure solutions

CORPORATE

VALUED PARTNER TO THE PUBLIC SECTOR Dell distinguishes itself as a pioneer in various domains of technology, including hybrid cloud solutions, cybersecurity, edge and high-performance computing, but also innovative social impact and sustainability initiatives This company want to help clients modernise their IT infrastructure, manage and operate in a multi-cloud world, address workforce transformation and provide critical solutions that keep people connected.

Dell is among the IT industry’s leaders, but it is also among the leaders of digital transformation. Digital technology solutions, products and services that improve business processes represent the core of your offer and business.

— Dell Technologies is a global leader in technology, reshaping the digital landscape. The company’s philosophy revolves around making advanced technology accessible to everyone worldwide. Dell stands out as a pioneer in various technological realms, including hybrid cloud solutions, cybersecurity, edge and high-performance computing, as well as innovative social impact and sustainability initiatives. We emphasise the role of technology in addressing complex societal challenges in sectors like healthcare, education and the digital economy.

FROM THE PC TO THE CORE DATA CENTRE, TO THE CLOUD AND TO THE EDGE, CREATING DEEP CUSTOMER INSIGHTS AND DRIVING INNOVATION IS AT THE CORE OF EVERYTHING DELL TECHNOLOGIES DOES ing deep customer insights and driving innovation is at the core of everything Dell Technologies does. We want to help our customers modernise their IT infrastructure, manage and operate in a multi-cloud world, address workforce transformation and provide critical solutions that keep people connected. Dell Technologies is also perfectly positioned to help our clients with their evolving needs and their broader digital transformation objectives, as they strive to embrace today’s hybrid environment. The public sector has recognised this and considers us a valued partner on their digital journey. We focus on client outcomes and are constantly trailblazing new solutions to meet our clients’ complex IT needs.

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CORPORATE

E-SERVICES EASE OUR LIVES As one of the leaders of the IT sector, and thanks to its wealth of experience and extensive network of partners, Dell is able to help users traverse the digital transformation process and accompanying challenges as effectively as possible

espite Serbia having already surpassed many EU member states when it comes to the number and quality of the electronic services that it provides to citizens, there is still a lot of work being done to improve eGovernment and digital transformation, because that’s the only way for the country to remain a regional leader in this area.

of citizens, such as the electronic scheduling of vaccination appointments, e-applications for state assistance, e-applications for in vitro fertilisation and others. Serbia has today even surpassed some EU member states when it comes to the number and quality of electronic services that it provides to citizens, though it is still working to advance its e-government and to further digital transformation.

Are we under the mistaken impression that Serbia has today even surpassed some EU member states when it comes to the number of E-services that it provides to citizens; that there are no queues for issuing new passports or identity cards, or for obtaining other documents, confirmations etc.?

The Serbian Academy of Sciences and Arts has launched a project to digitise valuable documents dating back to the 14th century. Your company has been engaged in this work thanks to your experience in digitising cultural heritage documents around the world?

— You are not mistaken. Serbia has really progressed on the development of e-government and in the providing of electronic services to citizens. According to the E-Government Development Index for 2020, Serbia achieved the greatest progress among all European countries and became a regional leader in this field. You can find more than 1,000 services on the eGovernment Portal that are intended for citizens, businesses and the state and that can be accessed electronically, without having to queue and without unnecessary red tape. Some of the most popular services include issuing birth certificates, citizenship confirmation certificates, registering children, enrolling in nursery school and checking data on the unified electoral roll, among others. Serbia also demonstrated a high level of adaptability and innovation under the conditions of the Covid-19 pandemic, when it introduced new electronic services to protect the health and businesses cordmagazine.com

— The Serbian Academy of Sciences and Arts is digitising its collections, which include precious materials that testify to Serbian history and culture from medieval times to the present day, as well as a large number of books and documents that are of exceptional historical importance. Similar projects have also been implemented worldwide, initiated by academies of sciences, university colleges, national libraries and museums. We are proudest of our reference from a famous world library, which contains some of the oldest texts in the world, representing the priceless heritage of history and culture. It is very important for these documents to be protected, while simultaneously being made available to scholars around the world, preserving the treasure trove of rare and unique written documents in a format that will not be subjected to the ravages of time. Over 80,000 manuscripts and 8,900 rare incunabula have to date been digitally preserved for future generations.

VLADIMIR SPASIĆ Dell Account Executive

The eGovernment Portal has more than

1,000

services for citizens, businesses and the state, which can be accessed electronically, without having to queue and without unnecessary red tape

It was almost 10 years ago that we introduced a system for measuring client satisfaction with regard to all of our processes – NPS (Net Promoter Score), which enables us to hear what clients expect, what irks them and what they feel grateful for. With these kinds of recommendations from clients, our team has developed an awareness and willingness to think innovatively and, with the support of management, the only possible result is for us to be leaders of innovation.

GORANA RAŠIĆ Chief Financial Officer (CFO), Chief Operations Officer (COO) and Executive Board member at Generali Osiguranje Srbija

CORPORATE

LEADERS OF INNOVATION Generali is renowned for innovation and the introducing of new trends in all areas of insurance, advancing its products and services, while it is also known as a leader of digital transformation that always has two goals: improving its business results and improving its relations with clients

his company was the first to launch a mobile app for insurance sales and the first to introduce many tools, as well as the Salesforce platform. The Generali team is very proud of the path they’ve traversed in the company’s transformation to date, but they are aware that they are still awaited by constant transformation that’s even faster and more comprehensive.

Leaders are those who always make the needs and expectations of their users the top priority? — We have been striving for many years to listen and respond to what our clients really need, and then

our team comes together quickly and devises a way to satisfy those needs in the fastest and best possible way. Whether it relates to products or sales methods, or communication with the client, our ambition is to create and lead trends on the domestic insurance market by monitoring global principles and technological advances in other industries, in which the Generali Group represents an excellent guide for us, but also provides us with support in implementation.

Are you satisfied with the results of your transformation to date? — We have been in a process of constant transformation since Generali first arrived in Serbia. However, the intensity of those changes has been more drastic in recent years, because we have been monitoring world trends continuously and have implemented changes on the domestic market even before they were needed at the local level. An excellent example of this is the possibility of working from home, which we already introduced at the start of 2019. We were the first company to provide users with a fast and reliable digital experience available 24 hours a day, and that was back in 2016, when we were the first to launch a mobile application for insurance sales, and since then we have been adding new tools and functions, both on the app and our portal for clients. We have also transformed our organisation in parallel with these changes, introducing and replacing many tools and services that are used by our employees, but our clients and our people have always remained at the top of our list of priorities.

OUR AMBITION IS TO CREATE AND LEAD TRENDS ON THE DOMESTIC INSURANCE MARKET BY MONITORING GLOBAL PRINCIPLES AND TECHNOLOGICAL ADVANCES IN OTHER INDUSTRIES DIGITAL DIVIDE 2023

Generali Osiguranje Srbija became the first financial institution to use the Salesforce platform on the Serbian insurance market. What has that brought for your clients and employees? — Salesforce is yet another in the series of confirmations of who has the “decisive say” in decision-making at Generali Osiguranje – and that is the Generali client, who demands the best solutions and a swift response to address growing needs. This is one of the most significant projects that we’ve completed successfully over the past two years. And the Generali Group is currently in the process of introducing Salesforce to many countries, and in that process we are recognised as one of the best examples of fast, agile implementation, but also – and most importantly – the adaptation of our employees to ensure that that both they and the clients can enjoy the possibilities that are now available. Modern technology has brought us process automation, shortened procedures, the digital contracting of policies, the digital identification of clients etc. Can you envisage what the future and the increased applying of AI will bring us? — Without going back too far into the past, looking only at the last few years, we have digitalised the compiling of a good part of the policies, wherever that has been possible, and enabled not only the digital reporting of claims, but also self-assessments and the complete comfort of our clients, while the next step is enabling remote client identification, which will enable us to largely overcome the current legal challenges to the full application of digitalisation. We are also happy to have been among the first to introduce electronic invoices successfully, while we take extensive advantage of the electronic exchanging of documents and electronic signatures, and we are ready for eArchiving that will arcordmagazine.com

rive on the market in 2024. As such, our administration is already in the “future”, which is often a priority for our corporate clients when choosing an insurer. Applying artificial intelligence is already a present reality for us, and its increased use over the coming years is precisely what will confirm how smart and “intelligent” the moves and decisions we’ve made over previous years were – not only in terms of the modernisation of the technological aspects of our system, but also in terms of our people’s awareness, openness to change and hunger for innovation, because all the improvements that we introduce, and especially AI solutions, will relieve our colleagues of the need to do repetitive and tedious work and give them time and space to devise, create and construct new and better systemic solutions for our company’s further modernisation. I believe that natural and artificial intelligence aren’t “competitors” to one another, but rather that they form the ideal alliance that leads us further into the future and once again places people and their needs at the centre of everything, whether we’re talking about our clients, employees or ourselves. Did you establish cooperation with Comtrade System Integration in response to the growing risk of attacks by hackers? — Cybersecurity is certainly the area in which we’ve made the most progress in recent years, both in terms of investments in the tools that we use and in raising awareness of the importance of prevention and the intelligent use of all these tools that we apply, develop and make available to our clients and partners. From the modest role of just one or two security experts, we’ve created an entire sector that today includes eight experts and the support of 1,600 “IT security associates”, or employees who understand and stick to the recommendations, and thus protect the sys-

tem on a daily basis. Our cooperation with Comtrade is an additional advancement, one that relates specifically to the offer of insurance against cyber risks for our clients, in which we want them to leave it up to professionals to handle the concerns and risks to which they are exposed. It was precisely this client-centric focus and the constant need for progress that proved decisive in Comtrade becoming our partner, and we are extremely satisfied with this cooperation to date.

WE HAVE DIGITALISED THE COMPILING OF A GOOD PART OF THE POLICIES AND ENABLED NOT ONLY THE DIGITAL REPORTING OF CLAIMS, BUT ALSO SELF-ASSESSMENTS AND THE COMPLETE COMFORT OF OUR CLIENTS And to conclude this interview, we would like to congratulate you on receiving the 2023 “Oscars Quality” award. Generali Osiguranje Srbija has been declared the 2023 Champion of Excellence, while your CEO, Dragan Filipović, has been named the 2023 Leader of Business Excellence. — Thank you for congratulating us on these accolades that we received recently and that are important for both our company and our CEO, as a leader of business excellence. Accolades and awards weren’t our primary motivation when it came to the establishing of all processes, but they certainly represent a great responsibility and even greater motivation for us to be even better with each subsequent step, because in today’s world both clients and the public gauge and evaluate quality harsher and more frequently, and our strategy of establishing lifelong partnerships with clients is enough of a promise that we won’t let you down.

It was almost

years ago that we introduced the NPS (Net Promoter Score) system for measuring client satisfaction with all of our processes

CORPORATE

CLIENTS’ DIGITAL SECURITY IS VITAL In today’s digital world, when ever more people are using electronic services for their financial transactions, data security is becoming an indispensable part of banks’ daily operations urobank Direktna is committed to protecting the digital environment and recognises the importance of cybersecurity. With this need in mind, the role of corporate security is key to identifying, tracking and preventing cyber threats. All data used in doing business, including details of financial transactions and clients’ personal data, must be adequately protected and safeguarded against unauthorised access and abuse. In order

bank regularly updates information and utilises various channels of communication to inform its users about new forms of threats emerging on the digital market, together with guidelines for the secure use of banking services via the internet and mobile applications. As part of its strategy, the bank has developed special educational programmes for its employees, which are conducted periodically and focus on the recognising of different types of digital threats and preventative measures that should

to ensure the complete protection of data, Eurobank Direktna uses up-to-date and reliable encryption technologies, special measures for managing access and secure exchanges of information. With the aim of preventing cybercrime, Eurobank Direktna works continuously to raise awareness of this important topic. That’s why the

be applied. Cooperation with regulators is also an important element of the fight against cybercrime, and accordingly the bank regularly exchanges information and cooperates with relevant institutions in an effort to work together to create a safe digital environment. “In order to maximally protect clients when they are accessing dig-

ital services, Eurobank Direktna uses modern technological solutions. Registration for M-banking application, for example, is protected by two-factor authentication. The Bank also utilises hardware and software protection factors when using electronic banking, such as smart cards, tokens and single use security verification codes sent via text message. The secure and simple use of payment services via electronic services remains in our long-term focus. Eurobank Direktna takes all necessary measures to ensure unhindered operations and the protection of personal data, with continuous improvements and harmonisation with the latest technology standards and legal regulations,” says Dimitar Komlenović, Eurobank Direktna Executive Board member and head of the Digital Banking Division. One of the ways to protect against cyberattacks is to apply advanced, artificial intelligence-based solutions that enable the bank to identify unusual client activities on digital channels in real time and implement proactive measures that reduce the risk of abuse. Cybersecurity in banks demands continuous attention and investment to protect against constantly growing threats and new ones (such as Quishing, Phishing, Pharming, Ransomware, Virus, Browser hijacking etc.). That’s why Eurobank Direktna is committed to constantly developing and improving its digital services in order to enable simplicity, accessibility and certitude in the provision of financial services.

DIGITAL DIVIDE 2023

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“The Office for IT and eGovernment is an institution that has great experience in working with new and advanced technologies, infrastructure and project leadership, so it comes as no surprise that we were specifically chosen to be the competent institution for procuring, installing and managing a supercomputer, as the main computing resource in country,” explains Bogdan Stešević, head of the Group for Quality of Services and the Development of Artificial Intelligence, and manager of the Serbian National Platform for Artificial Intelligence (Office for IT and eGovernment).

How does the state data centre function?

BOGDAN STEŠEVIĆ Head of the Group for Quality of Services and the Development of Artificial Intelligence; Manager of the Serbian National Platform for Artificial Intelligence

INTERVIEW

SUPPORTING THE DIGITAL TRANSFORMATION OF BUSINESS All indicators show that, of all new technologies, artificial intelligence has the greatest impact on the economic development of society, and we perceive a need to work constantly to improve our supercomputer t was back in 2019 that the government adopted its Strategy for the Development of Artificial Intelligence from 2020 to 2025. In the part that refers to infrastructure requirements, the procurement of a supercomputer is also defined as being necessary

to creating a favourable environment for the work of all stakeholders in Serbia’s AI ecosystem. It would be offered for use completely free of charge to researchers and scientists from the academic community, but also to domestic startup enterprises that deal with AIbased innovations and solutions.

— The State Data Centre in Kragujevac (DDC) opened in 2020 and represents a special facility with the highest standards of reliability, which is confirmed by the certificate received from TÜVIT, as well as the decisions of the world’s largest IT companies to keep their equipment and data at the Data Centre. As an example, company Oracle offers its services to 28 countries from its base at the DDC. That’s why it was the only logical solution for us to locate our supercomputer in Kragujevac, where all the conditions required for that exist, and where our people can take care of this specific equipment throughout the entire year. After completing the installation and all the testing, we formally commemorated the launch of the work of the National Platform for Artificial Intelligence on 6th December, 2021, with officials in attendance including the President, the Prime Minister, the Mayor of Kragujevac and the U.S. Ambassador, as well as directors and deans of numerous institutions and colleges with which we signed agreements on the use of the AI platform.

With whom does the Office for IT and eGovernment cooperate the most?

DIGITAL DIVIDE 2023

How are the resources of the platform used?

on the development of software for data processing. Among the most notable projects is certainly the work of professors Mihailo Škorić and Ranka Stanković, from the University of Belgrade Faculty of Mining and Geology, on the largest composite language model for the Serbian language (with more than 700 million parameters), which has been created on the National AI Platform. We want to continue supporting teams that are dealing with work on large language models for the Serbian language, given that the existence of such opensource models provides numerous opportunities to create various new services and products. A large number of projects have resulted in numerous publications and scientific papers. I would emphasise in particular the fact that the National Platform

— The number of initiated training sessions and experiments in the last six months alone totalled 4,860. The number of projects developed on the platform exceeds 40, and among them are ones that are very significant at the global level, such as the LSST project. This relates to the world’s largest astronomical project, into which national foundations of the U.S. have to date invested 48 million dollars. A team of Serbian scientists (SER-SAG-1 team) is working

for AI project has also been recognised by the intergovernmental organisation OECD, which analysed 1,048 innovative projects from 94 countries and ranked our project among the world’s top 10. I had the honour of presenting our journey from idea to implementation, as well as the results we’ve achieved, at an OECD event, in front of more than 300 colleagues. All indicators show that, of all new technologies (IoT, Big Data, Blockchains, 5G etc.), artificial

— The Office has to this point signed agreements on the free use of the National Platform for Artificial Intelligence with 32 institutions, primarily university colleges and institutes. Apart from users hailing from the academic community, we also have an agreement with all four Science and Technology Parks in Serbia (Novi Sad, Belgrade, Čačak and Niš), as well as with the Innovation Fund of the Republic of Serbia. Those agreements enabled us to launch public calls for start-up companies (two to date) and we thus reached a total of 33 start-ups that have gained opportunities to work on the supercomputer and develop their ideas and products. We plan to make one or two new public calls for domestic start-ups over the course of the next year.

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DEMYSTIFYING THE SYSTEM The system itself consists of very powerful DGX A100 servers and contains 32 GPUs made by company nVIDIA. Apart from this, our users have at their disposal 1024 CPUs and 176 TB of fast DDN storage. For communication within computing nodes and fast storage, we use high-speed InfiniBand network technology, which is the type that’s also used by the world’s most powerful supercomputers. In addition to hardware, the Platform also includes software. The most interesting software for users is the Fast ML engine, which provides a user-friendly interface that simplifies the uploading of data sets, the creating of experiments and training, as well as tracking the entire course of training. Our users naturally also have access to the supercomputer via a terminal (with the help of an SSH client). We’ve endeavoured to render this Platform such that it is able to satisfy the requirements of all users.

intelligence has the greatest impact on the economic development of society, so when we consider this and take an overview of the needs of our own researchers and innovators, and trends around the world, we perceive a need to work constantly to improve our supercomputer. I hope that we will be able to offer even more advanced graphics processors over the next year and I’m certain that we’ll continue this very successful story.

To date,

start-ups have gained opportunities to work on the supercomputer and develop their ideas and products

CORPORATE

FOCUSED ON THE FUTURE The mission of Eviden Serbia is for OneCloud to transform its own operations, but to do so by relying on a longstanding and open approach and by fostering relationships, thus enabling clients to also transform their own business

ALEKSANDAR CVETKOVIĆ Head of OneCloud in Eviden Srbija

Eviden is an Atos Group company that has an annual revenue exceeding

billion euros

ith the development of its current resources and solutions, this company is preparing resolutely to apply technologies that will only become current in this region in the years ahead, with a focus on the possibilities provided by artificial intelligence and machine learning.

In the middle of 2023, following the division of French IT giant Atos, Eviden continues to operate on the Serbian market? What new elements have been brought by this split? — One of the largest carve-out processes in the IT industry resulted in the emergence of a new company called Eviden, which is the name we operate under on the Serbian market today. Eviden is an Atos Group company that has an annu-

al revenue exceeding five billion euros. With the new name, our focus has also changed. Tech Foundations, as an important sector of Eviden Srbija that’s recognised for providing traditional services in the field of IT infrastructure, has undergone a transformation and now, under the name OneCloud, is able to offer a wider portfolio of digital services.

ecosystems. Our team works constantly to improve the agility of the digital transformation process and continuously advance the composite IT architecture. We work diligently to improve our ability to continuously provide clients with constant optimisation, swift innovation and growth.

In which ways does the OneCloud sector respond to IT trends that are changing at an accelerated rate?

— Eviden OneCloud is looking to the future. With the development of our current resources and solutions, we are preparing resolutely to apply technologies that will only become current in this region in the years ahead. Alongside Cloud solutions, we are also focusing on the possibilities provided by artificial intelligence (AI) and machine learning (ML) that can improve the user experience, optimise operations and generate deeper insights into business data, thus having a major impact on the operational processes of every company. We are proud of the fact that we’ve already taken the first major strides in these areas. Standard IT services certainly remain part of our portfolio, and we will develop them by monitoring global trends and the demands of our clients and markets. Doing business in the IT industry is becoming increasingly challenging and dynamic from year to year, particularly in this region. This really motivates us to prepare ourselves in the right way, in order to be able to respond to the demands and challenges of the market and our clients.

— Current IT trends are led by a need to deliver value to customers faster, more efficiently and more securely. And, of course, one of the key factors in this process is Cloud Computing, which enables users to access scalable, flexible and cost-effective resources on demand. Cloud Computing enables automation, or the use of software tools and processes to perform tasks that would ordinarily require human intervention, while improving quality, reliability and productivity, but also reducing errors and risks. Clients are using Cloud solutions to transform their service delivery models, switching from traditional approaches based on lengthy projects to agile and DevOps methodology practices. We are assisted significantly in this by our collaboration with our global and local partners, particularly given that the OneCloud set of services implies public, private and hybrid models on the AWS, GCP, Azure, VMware and Oracle

What are your plans for the period ahead?

DIGITAL DIVIDE 2023

THE DIGITALISATION OF HEALTHCARE

DENMARK’S E-HEALTH JOURNEY Denmark has for years been an international front-runner in the area of digitalisation of the public administration, as well as healthcare he Embassy of Denmark to Serbia and the Government of the Republic of Serbia jointly organised a specialised invitation-only conference entitled “Digitalisation of Healthcare – Inspired by Denmark’s E-Health Journey”, which took place at Belgrade’s Palace of Serbia in late November. Denmark has for years been an international front-runner in the area of digitalisation of the public administration, as well as healthcare. E-health’s great expansion in Denmark is based on public-private cooperation between the government, regions, municipalities and industry stakeholders. This collaboration drives innovation and implementation, resulting in citizens receiving more efficient healthcare. The Embassy of Denmark and the Government of the Republic of Serbia recognise the strong potential

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for increased bilateral cooperation in the area of E-Health. With the aim of exchanging knowledge and experience in this area, the conference brought together top experts of institutions and private companies from both countries. The opening ceremony saw guests addressed by Danish Ambassador to Serbia H.E. Susanne Shine and State Secretary at the Serbian Ministry of Health, Professor Ferenc Vicko. Participants had an opportunity to hear the experiences of Danish public-private partnership “Healthcare Denmark” in Serbia for the first time, but also market leaders OpenTeleHealth, NETS, Falck and Novo Nordisk, which are among the Danish companies spearheading the digitalisation of healthcare. Conference attendees also heard from Serbian experts in the

field, including Đuro Radović, Assistant Minister of Health responsible for the Sector for Digitalisation, and Dejana Ranković, member of the Serbian Government’s Expert Team for Healthcare Digitalisation.

THE EMBASSY OF DENMARK AND THE GOVERNMENT OF THE REPUBLIC OF SERBIA RECOGNISE THE STRONG POTENTIAL FOR INCREASED BILATERAL COOPERATION IN THE AREA OF E-HEALTH 25

CORPORATE

KEEPING PACE WITH THE BEST The Government Data Centre in Kragujevac satisfies the highest levels of reliability, security and efficiency in the protection of equipment and data, as evidenced by the prestigious EN50600 class 4 certificate that is issued by German company TÜVIT. This is both great recognition and the best recommendation

DANILO SAVIĆ CEO, Data Cloud Technology

he Republic of Serbia has spent the past few years investing significant funds in digitalisation, ICT sector development and the construction of science and technology parks, while the construction of an innovation district in Kragujevac will begin next year and will create optimal conditions for the development of new business ideas and start-ups.

Serbia has positioned itself among the top 10 countries worldwide and the top five in Europe when it comes to achieving the most progress on the digitalisation of public administration. What proved decisive in achieving this progress? Does your Centre also deserve some of the credit? — The commitment and dedicated work of a large team, mostly comprising young engineers, has been decisive in achieving progress. It is also important to emphasise that the importance, advantages and benefits of digital-

isation were recognised on time in Serbia, which you will admit is not usual for us. We realised that data is among the most important resources in these times in which we live and we thus handle this resource in an appropriate way. We are keeping pace with the best, and we were on time in entering that race. The credit that the Government Data Centre deserves for the results achieved are primarily reflected in the infrastructure aspect of support for digitalisation. We guarantee the highest level of security, as well as easy and swift access to data.

DIGITAL DIVIDE 2023

Ever more digital services are easing the lives of citizens, because they are no longer required to visit the counters of institutions and thus waste their own time. Is their data safe and protected? — Before answering this question, I would like to note that the effect of digital services is reflected in the fact that the number of visits by citizens to counters over the last couple of years has reduced by several million less than would have been the case without these services. The data is safe and protected, a guarantee of which is provided by certification of the highest recognised security standards of the Government Data Centre. There is no improvisation and checks are rigorous. The certification process is long and complex, and when you comply with all requirements of the standards and prove that you operate in accordance with them, it is clear that you provide the strongest possible guarantees that the data is safe and protected. The capacities of the Government Data Centre are much h igh e r t h a n o t h e r ce n t re s around the region, and the technologies applied are the most modern in this part of Europe. What does that actually mean? — Apart from the fact that it applies the most modern technologies, all segments of the Centre are rendered redundant sectors. In practical terms, this means that all Data Centre systems can ensure the smooth operation of ICT equipment in the case of unforeseen circumstances. The maximum downtime on an annual basis practically cannot and must not exceed 18 minutes, i.e., the level of safety is 99.995%. Monitoring of all these systems is carried out 24x7x365, with the Operations Centre working continuously, tracking all applied technologies and reacting as and when required. cordmagazine.com

You were recently certified by German company TÜVIT, which confirmed that you satisfy the highest level of reliability, security and efficiency in the protection of equipment and data. Is this the biggest and best possible recommendation? — The Government Data Centre in Kragujevac is one of only eight centres in Europe that hold the EN50600 class 4 certificate (the highest class of data centre). Moreover, according to this criterion, we are the only such centre in Southeast Europe. It is perhaps illustrative to compare this data with sporting results in any discipline, where some of our competitors or teams are ranked in the top eight on the continent. The fact that Germany’s TÜVIT awarded us a certificate following complex analyses and verification seems to have given our success added weight in the eyes of the public. The essential fact is that the Data Centre truly operates in accordance with the requirements of this standard, and it therefore doesn’t matter who conducts the verification and certification. I don’t know what could be a better recommendation than being among the top eight in Europe. Late October saw you announce the construction of an innovation district that will form part of the complex of the Data Centre in Kragujevac. Will the foundations of that new building also represent the foundations of the further development of digitalisation in Serbia? — The Republic of Serbia has spent the past few years investing significant funds in the development of infrastructure capacities with the building of science and technology parks. The launch of the construction of the Innovation District in Kragujevac is planned for the first months of next year and, when completed, it will consist of a science and technology park and accompanying

infrastructure units. This will create optimal conditions for the development of new business ideas and start-ups. Digitalisation is an inevitable requirement of the times in which we live, and solid foundations to develop it have already been laid in Serbia. The Innovation District represents the next step, the implementation of new visions and our aspirations to be part of the developed world in this area, and for the ICT sector to thus contribute further to Serbia’s development.

THE GOVERNMENT DATA CENTRE IN KRAGUJEVAC IS ONE OF ONLY EIGHT CENTRES IN EUROPE THAT HOLD THE EN50600 CLASS 4 CERTIFICATE, SIGNIFYING THE HIGHEST CLASS OF DATA CENTRE A lot has been invested over many years in advancing digitalisation, developing the ICT sector and introducing the most modern technologies, including AI... Do we have enough experts for all that? There seem to be ever fewer of them opting to leave the country... — What I can say with certainty is that the development of the ICT sector creates major new prospects, that there are other cities in Serbia (apart from Belgrade and Novi Sad) where there are ever more good companies and young experts in this field who can make a decent living from their work, and that gladdens me. The education system is also being transformed in this direction, particularly at the level of universities. Time will tell whether this transformation is fast enough and of a sufficiently high quality. The market has a need for experts and we have talented and diligent children. All we need is an intelligent strategy for the education system and there won’t be any problem.

The maximum downtime in the work of the Government Data Centre on an annual basis practically cannot and must not exceed

minutes, i.e., the level of safety is

99.995% 27

BY MIODRAG RANISAVLJEVIĆ, DATALAB Automation, Artificial Intelligence and the Future of Accounting

CORPORATE

LET’S SIMPLIFY THE COMPLEX AND AUTOMATE THE SIMPLE! In the fast-changing business environment of today’s world, digitalisation has become a key factor of success for companies in all industries. And this trend also applies to accounting. The digitalisation of accounting processes brings with it many advantages and improvements that can have a significant impact on a company’s efficiency, credibility and performance. Let’s imagine the future working day of an accountant...

LET’S ENVISAGE THE FUTURE … In the light of a shimmering screen, the accountant sits in front of the crystal-clear glass surface of their holographic monitor, beginning their daily mission in the digital environment. The journey begins by pressing the keys of a virtual keyboard, thus launching a series of algorithmic routines that permeate through the ecosystem.

In this AI world, algorithms organise data into useful information like the most beautiful symphony. The accountant doesn’t start with mere routine bookkeeping, but rather dives into an ocean of information, shaping data with the help of artificial intelligence that’s been taught by machine. The accountant manipulates limitless digital records, turning the pages of virtual financial reports as though they are the manuscripts of some ancient library. Hands fly across the virtual keyboard, grabbing digital financial indicators that splash across the

holographic screen like an analytical whirlpool of numbers. With the help of artificial intelligence, pictures of the balance sheet and successes are observed, delving into the world of mathematical models with refined algorithms that reveal trends and expose potential risks. The ability to communicate with digital entities renders the accountant an intermediary between the human world and the domain of artificial intelligence. Through this digital symphony, they identify the harmony between complex algorithms and the needs of

DIGITAL DIVIDE 2023

business operations, transforming numerical data into the visions of business strategies. As the day comes to an end and the lights of virtual reality are slowly extinguished, the accountant returns to the real world, leaving behind the digital matrix moulded over the course of the day. They conclude their daily mission by closing the virtual books, preparing for a new day of adventures in this intangible world of accounting in the era of AI.

THE DOMAIN OF REALITY How can we arrive at the scene described above? How can we avoid errors in data entry, typos and other mistakes attributed to the human factor? How can we raise the levels of efficiency and productivity of an individual accountant and entire accounting agencies? How much time can be saved to work on analysis and the identifying of trends and risks? These are the questions that we ponder when considering the development of Pantheon for accountants. The future of accounting is bringing a revolution that will be reflected in automation, progressive electronic operations and the integrating of artificial intelligence. These technologies will change the way we do accounting and will markedly improve the analytical abilities of accountants.

AUTOMATION

For starters, all data should be in one place as digital (eInvoices) or digitised (document management system, DMS). All data and documents should be managed electronically, via simplified and defined business processes (eProcess). Only in that order can we switch to automation. Automation will take over monotonous and routine tasks like the accounting of transactions and digitising of documents, thereby reducing the risk of human error and freeing up resources for the cordmagazine.com

analysing and predicting of business trends. Doing business electronically won’t only enable faster exchanges of data between businesses, but also more transparent exchanges. Shifting to electronic operations will provide improved mechanisms for tracking and recording financial transactions, thereby improving the efficacy and accuracy of the accounting process as a whole. Predefined electronic processes that can be easily controlled through Pantheon enable users to leave it up to computers to complete their monotonous and routine operations. Process automation in accounting represents a crucial factor of evolution that’s transforming the way tasks are performed in this field. In accordance with ever-advancing technological progress, accounting functions are being oriented towards automation in order to increase the efficiency, precision and optimisation of resources. One of the key aspects of the automation of accounting is the implementation of software tools for process automation. These tools enable the automation of routine tasks like invoicing transactions, processing invoices, generating reports and monitoring financial flows. Through the use of AI- and machine learning-based software solutions, accounting processes will be faster, more precise and less exposed to possible human error. One of the key advantages of automation is freeing employees of the time required to perform routine tasks. This enables accountants to focus on analysing data, making strategic decisions and offering value through a deeper understanding of financial information. Instead of wasting time performing manual tasks, employees can utilise their skills and expertise to provide the company with added value. Moreover, process automation in accounting leads to increased accuracy and a reduced risk of error. Programs that use technolo-

gies like optical character recognition (OCR) enable the swift analysis and recognising of documents, thus reducing the possibility of human error during data entry work. It is nonetheless also important to note that process automation demands careful planning and implementation. Companies need to be cautious when it comes to selecting software, adapting systems and training employees, in order to ensure the automation process is efficacious and optimal.

ALL FOR ONE AND ONE FOR ALL – ACCOUNTING CONSOLE The advantages of the aforementioned processes are obvious to every individual company, but how can they be duplicated onto other companies? How can it be made possible for accountants to manage numerous client databases from one place? The scene described in this article’s introduction could soon become a reality with the use of the Accounting Console, which is an integral part of Pantheon accounting software. The Accounting Console enables the automating of accounting procedures, checking error alerts and reviewing work undertaken. It is intended to render accounting work more efficient. Some of its basic functions include: overviewing work conducted in multiple databases and transferring data to periodical invoicing. There is also access to control printouts of general ledgers for multiple databases of a company in one place, the daily submission of control printouts via email, accessing documents and printouts in other databases via shortcuts, the automatic accounting of issued and received invoices, limiting access to, or insight into, individual parts of the program on the basis of granted authorisations, data export, converting codebooks and reports into pdf or excel for further processing, creating customised reports and analysis of finalised standard reports. www.datalab.rs

THE AIM OF THE ACCOUNTING OF THE FUTURE IS TO REDUCE THE PERCENTAGE OF DATA ENTRY ERRORS DRASTICALLY AND ELIMINATE TYPOS, I.E., TO MINIMISE ALL ERRORS RESULTING FROM THE HUMAN FACTOR

CORPORATE

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INTERNATIONALLY RECOGNISED CERTIFICATE FOR THE BEST COMPANIES As a consequence of the tumultuous events of recent years, it is especially tough to find reliable and stable business partners. The best com-

panies distinguish themselves with their outstanding payment discipline and good business relations, while simultaneously achieving excellent business results and taking care to ensure the satisfaction of everyone involved in business processes. This is why D&B represents a role model for other companies and enjoys an excellent reputation on the market. With the help of precise methodology, Dun & Bradstreet calculates the creditworthiness of individual companies and marks them with a rating letter from A to E. This means that the success of a company is determined by it having reliable documentation, and that is calculated by an independent global credit rating agency. Only the best companies have a credit rating of excellent. The D&B Certificate of Credit Rating Excellence proves that a company ranks among the best in Serbia and the region – signifying that it operates successfully and responsibly, with high quality. Such a reputable business partner is the collaboration wish of every company. D&B certificates confirm, both on the domestic and international markets, that the recipient company is reliable, stable and secure for doing business. It contributes to gaining new customers and suppliers, thus helping you to write a new success story. For many companies, it represents a reward for effort exerted, while at the same time providing them and their employees with motivation to continue developing, improving and advancing. Contact us and check out how we can help your company: www.dnb.com/sr-rs/ info.rs@dnb.com +381 60 3788 868

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DIGITALISATION

MECHANISM DRIVING DIGITAL TRANSFORMATION The EDGE project represents a catalyst for the digital transformation of Serbia’s public administration and has enabled numerous domestic companies to engage in this process and to participate – together with the World Bank and the Office for IT and eGovernment – in building Serbia’s digital society

E N A B L I N G

D I G I TA L

G O V E R N A N C E

ith World Bank support, the “Enabling Digital Governance” (EDGE) project was launched in 2019 with the task of fully digitalising the public administration and offering more efficient services to citizens and businesses through the construction of a more transparent and modern system adapted to the requirements of the digital age. The EDGE project aims to improve access to, and the quality and efficiency of, selected public services. The project encompasses all steps in the digitalisation process, through three key components: laying the foundations for the delivery of digital services; tailoring digital services to citizens; developing digital skills.

LAYING THE FOUNDATIONS FOR THE DELIVERY OF DIGITAL SERVICES The basis for the successful digitalisation of public administration services is represented by developed and adaptable digital infrastructure. That’s why a platform for interoperability is being developed and financed in the scope of the project, as an integrated tool for securely exchanging data between state bodies. With the development of this platform, state bodies will be able to exchange required data and electronic documentation when providing services to citizens and businesses. EDGE has a key role to play in consolidating key public registries and creating a unique meta-registry that improves effi-

ciency and simplifies access to data. This process not only lessens the burden placed on the administration, but rather also enables the harmonisation of data from various registers. Through the consolidation of key registries, such as registers that are under the jurisdiction of various institutions and ministries, including taxes, customs, the population register, cadastral register and the like, an all-encompassing platform will be created that eases access to information in an integrated way. This process is expected to result in a Meta-Registry harmonised with the central IoP, thereby achieving the synchronisation of key registries in accordance with the highest standards. The establishing of this meta-registry will achieve better co-

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WE WILL SEE THE DIGITALISATION OF MORE THAN 30 NEW SERVICES FOR CITIZENS IN THE PERIOD AHEAD ordination and data sharing between different sectors and state bodies. One of the key roles in the digitalisation process is also played by data management and data protection, which is why the project also encompasses support for the work of the State Data Centre in Kragujevac, which includes the procurement of hardware and software and connectivity systems. This serves to improve the general state of readiness of the Republic of Serbia to respond at the national level to risks in the digital environment. cordmagazine.com

Securing the privacy of data in the digital environment is an aspect that implies the responsible and ethical handling of personal information. It is essential in this process for state bodies to protect the rights of individuals and enable the realising of the benefits of this technology without compromising on data privacy. With this need in mind, the project also envisages the financing of activities related to the drafting of by-laws on eGovernment and regulations governing cybersecurity. This project has already provided for the setting up of a new network of state bodies, which ensures the high availability of data and the optimal utilisation of network resources; a network operations centre (NOC) that provides the possibility to orchestrate network resources; a security operations centre (SOC), with functions that manage high-risk online transactions; and a computer emergency response team (CERT) with procedures and tools for handling online emergencies. In a very short period, through these activities, conditions have been secured to provide for the sustainability of network functions that are essential to the daily work of state bodies. The project’s support to advance critical infrastructure is continuing through the establishment of a cybersecurity laboratory and a training centre, with further investments in systemic solutions for maintaining information security and cloud environments.

DIGITAL SERVICES TAILORED TO CITIZENS The project’s second component relates to the advancing of background processes to reduce administrative burdens and increase the efficiency of service delivery, which is conducted through the reengineering, digitalisation and piloting of selected eServices. The project provided for the compiling of a comprehensive catalogue of administrative services intended for citizens. In the process of drafting the catalogue, over 2,000 administrative processes were identified on the basis of citizens’ requests and methodology was established for the classification and qualification of administrative processes for reengineering and digitalisation. In the phase of reengineering administrative processes, over 150 services were

identified and prioritised for further automation and the elimination of superfluous procedures. The project envisages the digitalisation of the largest number of these services, as well as the improvement of the most frequent services that are already in use. We will see the digitalisation of more than 30 new services for citizens in the period ahead.

DEVELOPING DIGITAL SKILLS

Through constant advanced training and support for the development of the digital skills of employees, the public sector becomes more agile and adaptable, and better able to respond to changes in the digital environment, thereby further improving the efficiency and quality of the provision of services to citizens. Within the framework of the EDGE project, training courses are conducted at the National Academy of Public Administration. More than 8,000 civil servants have to date undergone mandatory training in electronic office operations, while further training programmes are currently in the process of being accredited for 2024. The project is striving for all future training to be conducted 100% online, with the aim of maximising the response of participants and eliminating the logistical costs of attending training centres. A key role in the further development of eGovernment and the services it provides is played by feedback received from citizens and businesses. One of the project’s primary goals is to establish an active mechanism to engage citizens in assessing their experience of services provided. The views of citizens and business sector representatives will also be examined during the project, via specially created surveys of the public or focus groups, in order for the findings to be used to achieve the best possible project results. The project also implies intensive external communication and a promotional campaign to be implemented during the first half of 2024. The project is being implemented in cooperation with numerous domestic companies, which have for the first time received an opportunity to participate – together with the World Bank and the Office for IT and eGovernment – in building Serbia’s digital society.

OPINION

BIG TECH CANNOT BE REGULATED Big Tech is so profoundly different from other industries that it cannot be regulated like the trusts, cartels, or conglomerates of the past. After all, if regulators tried to break up Facebook or TikTok, they would be confronted by enraged users for whom the universal nature of these platforms is the reason they use them By Yanis Varoufakis

odern societies have had to deal with exorbitant market power for more than a century. But is Big Tech’s power over us novel? Is Google, Amazon, or Meta inherently different from Standard Oil in the 1920s, IBM in the 1970s, or Walmart more recently? If not, then perhaps we can regulate Big Tech by means of legislation harking back to the United States’ 1890 Sherman Antitrust Act. Lina Khan, the chairperson of the US Federal Trade

Commission, is valiantly trying to do just that. Sadly, it won’t work. Big Tech is so profoundly different that it cannot be regulated like any of the trusts, cartels, or conglomerates we have hitherto encountered. Adam Smith’s portrait of capitalism as a market town where family-run butcheries, bakeries, and breweries promote the public interest through open-ended, morally grounded competition bears no resemblance to modern economies. Virtually every industry –

from railways, energy, and telecommunications to soap powder, cars, and pharmaceuticals – is a cartel of gargantuan conglomerates whose stranglehold is only occasionally loosened when politicians muster the will to enact and enforce antitrust legislation, even at times using it to break them up. Why can’t the same be done to Big Tech? What makes it unique? Antitrust regulation was originally designed to prevent price gouging by megafirms that restricted supply until the price hit

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a level maximising their monopoly profit, at the expense of consumers and workers (whose employment falls alongside output). Obviously, this is irrelevant in the case of Big Tech’s services, which are free of charge and free of supply constraints. When US President Theodore Roosevelt led the charge to break up Standard Oil, it was technically simple, even if politically courageous. But how does one break up Amazon, Facebook, Paypal, or, indeed, Airbnb, Tesla, or Starlink? If the government tried, it would be confronted by enraged users for whom the universal nature of these platforms is the reason they use them. Free services mean that users are not the customers; that role is reserved for the businesses that need to use Big Tech’s algorithms to reach the services’ users. When Amazon or Facebook charges sellers an arm and a leg for the privilege (thus extracting from them a form of cloud rent), regulators face an impossible political conundrum: they must sail against the winds of public opinion (the millions of users whom Big Tech enlists to its cause) to protect capitalists from these techno-feudal lords, or cloudalists, as I call them in my recent book Technofeudalism: What Killed Capitalism. That’s a huge ask. Moreover, it is not even the main reason behind Big Tech’s exceptional power. Big Tech must not be confused with High Tech. Industrial robot manufacturers such as ABB, Kuka, Kawasaki, and Yaskawa produce splendid technological miracles but do not have Big Tech’s power over us. In the 1960s and 1970s, IBM’s computers had a stranglehold over government and the private sector, supplying them cutting-edge (for the time) machines. AT&T too had a virtual monopoly over telephone services, until it was broken up in 1984. But neither IBM nor AT&T had anything like Big Tech’s control over us. cordmagazine.com

O n e re a s o n i s t h a t i n te rnet-based platforms like WhatsApp and TikTok benefit from massive network effects: with every new user they attract, the services they offer become more valuable to existing users. AT&T’s network effects depended on charging more for calls to other telecom companies’ customers – an advantage that the regulator easily eliminated by banning carriers from charging more for calls to other companies’ customers. But how can regulators cancel X’s or Facebook’s network effects? Interoperability would mean enabling you to take all your posts, photos, videos, friends, and followers from X and Facebook seamlessly to another platform (say, Mastodon) – a virtually impossible technical feat, unlike the simple task of letting AT&T customers call Verizon customers at no extra charge. Even the difficulty of imposing interoperability is not Big Tech’s greatest source of power. In the early 1970s, IBM monopolized the means of computation in a manner that differed little from Standard Oil’s energy dominance or Detroit’s near-monopoly of private transportation. What made Big Tech different from IBM was a stupendous singularity. No, its machines did not become sentient, Terminator-style. They did something more interesting: they transformed themselves, with the help of snazzy algorithms, from produced means of computation to produced means of behavioral modification. In our capacity as consumers, Big Tech’s cloud capital (such as Alexa, Siri, Google Assistant) trains us to train it to offer us good recommendations of what to buy. Once cloud capital has our trust, it sells the stuff it selects for us directly to us, bypassing all markets. Cloud capital’s owners, the cloudalists, charge these vassal producers cloud rents while we, the users, work for free – with

every scroll, like, share, or review – to replenish their cloud capital. As for the proletarians in the factories and warehouses, they, too, are hooked into the same cloud capital, with hand-held or wrist-mounted devices that drive them, like robots, to work faster under the algorithm’s watchful eye. Under techno-feudalism, regulators can do little for us, because we have forfeited full ownership of our minds. Every proletarian is turning into a cloud-prole during working hours and into a cloudserf the rest of the time. Every

UNDER TECHNO-FEUDALISM, REGULATORS CAN DO LITTLE FOR US, BECAUSE WE HAVE FORFEITED FULL OWNERSHIP OF OUR MINDS. EVERY PROLETARIAN IS TURNING INTO A CLOUD-PROLE DURING WORKING HOURS AND INTO A CLOUD-SERF THE REST OF THE TIME self-employed struggler mutates into a cloud-vassal and a cloudserf. While private capital strips all physical assets around us, cloud capital goes about the business of stripping our mental assets. So, what must we do? To own our minds individually, we must own cloud capital collectively. It’s the only way we can turn cloud capital from a produced means of behavior modification into a produced means of human collaboration and emancipation. It may sound pie-in-the-sky. But it is less utopian than putting our hopes in government regulation of Big Tech.