The subject of the research is the analysis of services that should be offered by public administration toward legal entities and natural persons. We will suggest that it uses real-time intelligent IT systems based on data storage based on the data warehouse. Our opinion is that such systems implemented in the public administration of Bosnia and Herzegovina could offer an appropriate service to each user at a time when they need the service in a form that suits them, on the spot where he is in the moment of delivery and in the quantity that he needs. In order for a public administration to be able to offer an appropriate service, it must know its users much better and know which service they need at what time. In this paper, we analyze self-service as well as the necessary activities for all that. These are all activities that should be carried out in the future, and this work could contribute to the implementation of these processes.

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