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(Serbian Challenges (1) a shortage of resident IT skills in government…

- - - - 1) Establishing governance structure for capacity building;
      - 2) Developing digital literacy assessment tools;
      - 3) Establishing assessment centres for different stakeholder groups to assess digital literacy and determine trainings needs;
      - 4) Definition of development plans for individual stakeholder groups, and different segments according to the identified gaps (between assessed existing skill levels and targeted skill levels);
      - 5) Develop training programmes and curricula;
      - 6) Preparing training materials and proper distribution throughout the communication channels;
      - 7) Trainings delivery including face-to-face trainings and online courses;
      - 8) Identification of critical mass of government representatives for train the trainers programme;
      - 9) Collect feedback on the training programs, propose improvements for Strategic framework and implement them throughout the program delivery;
      - 10) Conduct assessment centre for different stakeholder groups to assess digital literacy after training programmes are delivered;
      - 11) Analyse results and effects achieved.
  - - - Stakeholder groups
        
        2) Functional and Technical leadership within the respective Government bodies
        
        3) Middle-management and staff from the functional side of the respective Government bodies (“user community” within the government bodies)
        
        4) Middle management and staff from the technical side of the respective Government bodies
        
        5) User community of eGovernment outside the departments – citizens, businesses and other residents of Serbia accessing eGovernment services.
        
        1) Political and executive leadership on the Government level (Centre of the Government)
        
        ...
      - targeted audience (Government representatives and users of Government services) should be screened, analysed and segmented into stakeholder groups.
      - Mapping of a comprehensive universe of existing specific skills, competences and knowledge, and those needed to support Government reform
        
        Relevant skills, competences and knowledge should be mapped for each identified stakeholder group (meaning that strategic and leadership skills should be targeted for political, executive and functional Government leadership, while technical skills should predominantly be targeted for the IT and administrative staff in government bodies)
      - Skills :
        
        8) End User Skills – basic computer and internet usage skills and specific skills related to the usage and adoption of newly digitalized services.
        
        7) Business Process and Service Delivery Management
        
        6) ICT Procurement
        
        5) ICT Management
        
        4) Information Management
        
        3) High performing team development
        
        2) Project and Programme Management
        
        1) Leadership and Strategy Formulation
      - Skill Gap analysis (training needs analysis)
      - For defined stakeholder groups and selected skills, methodologies and channels for training delivery should additionally be developed
      - definition of profile of employees that should be sourced within the public sector, and those which can be outsourced
      - define and establish capacity building governance structure. This body should be accountable for effective management of a large-scale reform programme as per defined action plan (Phase II).
      - comprehensive study for Strategic Framework
        
        • Define a change in IT/digital skills needed for implementation of eGovernment’s strategic objectives;
        
        • Overview of the existing state of affairs in digital skills, including target groups both on demand and the supply side, scope of needed and level of existing knowledge, competencies and skills;
        
        • General and specific objectives needed to achieve the desired change in digital skills;
        
        • Measures needed for achievement of general and specific objectives of the Strategic Framework, including customised approach to each target group, and horizontal digital skills enhancement measures as well as sustainability measures in for Training of Trainers;
        
        • Key Performance Indicators on the levels of strategic objectives and measures to be taken;
        
        • Institutional framework for the implementation of the Strategic Framework.