Public administration in Kosovo continues to face challenges that affect efficiency, transparency, and the quality of public service delivery. One of the most common problems for citizens is the repeated requirement to submit educational credentials such as diplomas, certificates, or transcripts often in physical or notarized form. This process not only increases the time and financial cost for citizens but also creates additional administrative work for institutions that must receive, verify, and store these documents. Although the “Once Only Principle,” defined in the Law on General Administrative Procedures, requires that citizens provide their information to the state only once, this principle is still not fully implemented in practice when it comes to educational documents.

In this context, the Policy Lab on “Digitalization of Education Credentials – A Prerequisite for Reducing Administrative Burden” was designed as a space for cooperation between institutions, experts, and citizens, with the goal of identifying concrete and practical solutions. During the focus group and workshop held in April and May 2025, participants emphasized that digitalizing education credentials would simplify administrative procedures, reduce duplication of documents, and help build a more citizen-centered administration. The discussions showed broad agreement that the current system, based on checking physical documents and notarization, is old and not efficient, while digital solutions would allow faster, safer, and more transparent services.