NATIONAL STRATEGY FOR INFORMATION SOCIETY DEVELOPMENT AND ACTION PLAN With the standardisation, unification and public accessibility of the services, the citizens shall be enabled to use these services without the need of repetitive training with each addition of a new module. At the same time, the services shall be accessible to the citizens at one point - the citizens' portal - the beginning and the end of each browsing for information or permits. 5. Standards and favourable environment (this measure addressees the following objectives: the quality of e-services, continuous creation of favourable environment for good governance) With the establishing of public, open and accessible standards regarding the format of the documents, no service user shall be restricted irrespective of his/her software platform. While defining these standards for access to information, it is necessary to transpose the directives and the decisions of the European Union, which also is our obligation as its future member. The large number of mobile terminals foreseen in the second phase of implementation of the electronic services shall initiate introduction of M-services (mobile phone services). Introduction of standards on the quality of the services for the citizens (ISO), books of rules on the good practices of communicating with the citizens, as well as efforts made to involve directly the interest groups in the communication with the responsible authorities, shall yield an increased number of satisfied and proactive citizens. The monitoring of the quality of the communication is much more simplified due to the technology that allows an insight into the clear communication paths and into the dynamics of communication, that can be used both for internal, and for external analysis of the percentage of increase in the efficiency of the state and local administration. At the same time, this system shall provide for analysis of bottlenecks and overcoming of the same. With this, the system becomes self-corrective and reduces its own entropy. It is necessary to define the whole environment and the good practice of respect of privacy of data. At the same time, it is necessary to establish a common system of co-ordination of the efforts for fight against e-crime, which is expected to grow in the coming years - with the arrival of new technologies. It is necessary to define clear standards for security, to educate and employ professionals in the area of security in the public institutions, to secure all networks of the institutions, and to set clear rules for storage of data for the business sector. The Law on Free Access to Public Information, imposes publishing of all documents of public interest. At the same time, it is necessary to create rules and practice of good governance which will enable the citizens via internet to make proposals and to express their opinions regarding a specific decision, law or other public document or act, and to initiate debates and provide opinions on a specific topic or - proposal of a law by using ICT tools, as well as to propose initiatives by themselves. The two-way communication between the citizens and the authorities shall be the basis for edemocracy. 6. Local contents (measures that address the objective regarding the creation of local contents as one of the forms of increasing of the number of Internet users) One of the reasons for the citizens to decide to purchase ICT equipment and/or Internet access is also the rich local Internet contents. It is necessary to make efforts to facilitate the increase of the quantity and the quality of information accessible on the local languages placed on the Internet. At the same time, it is necessary for the responsible institutions to publish clear rules for translation of the computer and Internet terminology by publishing an explanatory dictionary (Ref. e-education). NATIONAL STRATEGY FOR INFORMATION SOCIETY DEVELOPMENT AND ACTION PLAN 53