Serbia to use AI for booking ID card and passport appointments by September

Serbia is set to integrate artificial intelligence into its public services, with citizens able to book appointments for ID cards and passports using AI by the end of September. Mihailo Jovanović, Director of the Office for IT and eGovernment, stated that the goal is to ensure AI benefits citizens directly, moving beyond large infrastructure projects.

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The application of artificial intelligence should not remain only in the domain of large infrastructure projects, but its benefits should be directly felt by citizens.

Jovanović explained that AI assistants are already being deployed on state portals, such as "Radoslav" on the Ministry of Labor website. The office is working to adapt all its portal services for AI interaction. The aim is to eliminate the need for citizens to navigate complex menus to find the right electronic service. Instead, they can simply tell the AI assistant what they need.

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With verbal communication of what you need, it prepares everything for you to use e-government services.

"With verbal communication of what you need, it prepares everything for you to use e-government services," Jovanović said, adding that the first services utilizing this feature are expected to launch by the end of September, with the system in its final testing phase. Citizens will log into the e-government portal and ask the AI assistant to find an available appointment at the nearest police station for replacing their ID card and passport.

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I think that by the end of September we will launch the first services in this way.

Future plans include adapting other services, such as enrolling children in kindergarten or high school, through similar conversational AI interfaces. Jovanović believes that "digitalization is what brings order to public administration." The office is also exploring AI applications in the cadastre, specifically for processing large amounts of orthophoto imagery and speeding up administrative procedures, such as the secondary review process.

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Citizens will log into the e-government portal and say: 'Please, give me at the nearest police station, can I go, book me an appointment, to go and replace my ID card and passport.' And they will get that appointment.