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UPOTREBA informaciono-komunikacionih tehnologija u Bosni i Hercegovini

BHASAgencija za statistikuBosne i HercegovineAgency for Statistics of

Bosnia and Herzegovina

Bosna i HercegovinaBosnia and Herzegovina

Sarajevo, 2018.

TB 19Tematski biltenThematic BulletinISSN 1840-104X

USE OF INFORMATION AND COMMUNICATION TECHNOLOGY IN BOSNIA AND HERZEGOVINA

2017

TB 19 Tematski bilten

ISSN 1840-104X

Sarajevo, 2018.

UPOTREBA INFORMACIONO-KOMUNIKACIONIH TEHNOLOGIJA U BOSNI I HERCEGOVINI

2017

USE OF INFORMATION AND COMMUNICATION TECHNOLOGY IN BOSNIA AND HERZEGOVINA

Agencija za statistiku Bosne i Hercegovine,Zelenih beretki 26, 71000 Sarajevo,Bosna i HercegovinaTelefon: +387 33 91 19 11; Telefaks: +387 33 22 06 22Elektronska pošta: [email protected]; Internet stranica: www.bhas.gov.baAgency for Statistics of Bosnia and Herzegovina,Zelenih beretki 26, SarajevoBosnia and Herzegovina

Mr.sc. Velimir Jukić, direktorMr.sc. Velimir Jukić, Director

Dragan Jovović, Alma Džananović, Ševala Korajčević Dragan Jovović, Alma Džananović, Ševala Korajčević

Amra KapetanovićAmra Kapetanović

Lejla Rakić BekićLejla Rakić Bekić

Larisa HasanbegovićLarisa Hasanbegović

Izdaje:

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–––Molimo korisnike Publikacije da prilikom upotrebe podataka obavezno navedu izvor

Users are kindly requested to mention data source

UVOD ...................................................................................................................................................................5INTRODUCTION ...........................................................................................................................................................5DOMAĆINSTVA I POJEDINCI .................................................................................................................................7HOUSEHOLDS AND INDIVIDUALS .................................................................................................................................7GLAVNI POKAZATELJI ..........................................................................................................................................9MAIN INDICATORS ......................................................................................................................................................9

Računari u domaćinstvima ....................................................................................................................................9Computers in households ............................................................................................................................................9

Grafikon 1. Procenat domaćinstava koja imaju pristup računaru, po entitetima, BIH 2016 ................................................. 9Graph 1 Households access to the computer, by entities, BIH 2016 .................................................................................................... 9Grafikon 2. Procenat domaćinstava koja posjeduju računar, prema tipu naselja, BIH 2016 ................................................ 9Graph 2 Percentage of households with a computer, by the type of settlement,BIH 2016 .............................................................. 9

Pojedinci: upotreba računara ...............................................................................................................................10Individuals: use of computers ....................................................................................................................................10

Grafikon 3. Procenat korisnika računara (u posljednja tri mjeseca) prema starosti, BIH ....................................................10Graph 3. Share of computer users (in the last three months), by age, BIH ........................................................................................10

Internet u domaćinstvima ...................................................................................................................................11Internet in households ...............................................................................................................................................11

Grafikon 4. Procenat domaćinstva koja posjeduju internet priključak, BIH 2016 .................................................................11Chart 4. Percentage of households that own internet connection, BIH 2016. ..................................................................................11Grafikon 5. Procenat domaćinstva koja posjeduju internet priključak, prema tipu naselja,BIH 2016 ...............................11Chart 5. Percentage of households that own internet connection, by the type of settlement, BIH 2016 .....................................11Grafikon 6. Razlog zbog kog domaćinstva nemaju internet priključak, u %, BIH 2016 ........................................................12Chart 6. The reason why households have no internet connection, in %, BIH 2016 .........................................................................12

Pojedinci: upotreba interneta ..............................................................................................................................13Individuals: us of the Internet .....................................................................................................................................13

Grafikon 7. Osobe koje su koristile internet ...................................................................................................................................13Chart 7. Persons who used the Internet ...................................................................................................................................................13Grafikon 8. Udio korisnika interneta (u posljednja tri mjeseca) prema nivou obrazovanja, BIH .........................................13Chart 8. The share of Internet users (in the last three months), by education level, BIH ................................................................13Grafikon 9. Udio korisnika interneta (u posljednja tri mjeseca) prema radnom statusu, BIH ............................................14Chart 9. The share of Internet users (in the last three months), according to the working status, BIH........................................14Grafikon 10. Udio korisnika interneta (u posljednja tri mjeseca) prema starosti, BIH ..........................................................14Chart 10. The share of Internet users (in the last three months), by age, BIH...................................................................................14Grafikon 11. Udio korisnika interneta (u posljednja tri mjeseca) prema spolu, BIH ..............................................................15Chart 11. The share of Internet users (in the last three months), by gender, BIH .............................................................................15Grafikon 12. Najčešći tipovi korištenja interneta (u privatne svrhe) u posljednja tri mjeseca u procentima, BIH ..........15Chart 12. The most common types of internet use (for private use) in the last three months, in percentages, BIH .................15Grafikon 13. Mobilni uređaji koji se koriste za pristup internetu, izvan kuće ili posla, u posljednja 3 mjeseca ...............16Chart 13. Mobile devices to access the Internet away from home or do business in the last 3 months .....................................16

Javna uprava ......................................................................................................................................................17E-government ...........................................................................................................................................................17

Grafikon 14. Razlog zbog kojeg ispitanici nisu slali popunjene obrasce javnoj administraciji putem interneta, u posljednjih 12 mjeseci, BIH ...............................................................................................................................................................17Chart 14. The reason why the respondents did not send completed forms to the public administration via the Internet, in the last 12 months, BIH ...........................................................................................................................................................................17

Elektronska trgovina ...........................................................................................................................................18e-commerce .............................................................................................................................................................18

Grafikon 15. Posljednji put (u privatne svrhe) kupili/naručili robu ili usluge putem interneta, BIH ....................................18Chart 15. Last time (for private purposes) they bought / ordered goods or services via the Internet, BIH..................................18

SADRŽAJCONTENTS

Grafikon 16. Geografski pravci internet transakcija, ispitanici su mogli dati više odgovora, BIH ......................................19Chart 16. Geographical directions Internet transactions, respondents could give more answers, BIH .......................................19Grafikon 17. Novčani iznos kupljene/naručene robe ili usluge (pojedinci koji su kupovali zadnja 3 mjeseca), BIH .......19Chart 17. Amount purchased / ordered goods or services (individuals who bought the last 3 months), BIH ............................19Grafikon 18. Najčešći razlozi zbog kojih ispitanici nisu naručivali robu ili usluge putem interneta posljednjih 12 mjeseci (ispitanici su mogli dati više odgovora) ................................................................................................20Chart 18. The most common reasons why respondents did not order goods or services via the Internet in the last 12 months (respondents could give multiple answers) ......................................................................................................20

PREDUZEĆA .......................................................................................................................................................21ENTERPRISES ...........................................................................................................................................................21Uzorak ...............................................................................................................................................................23Sample .....................................................................................................................................................................23GLAVNI POKAZATELJI ........................................................................................................................................24MAIN INDICATORS ....................................................................................................................................................24Računari i računarske mreže u preduzećima.........................................................................................................24Computers and computer networks in enterprises........................................................................................................24

Grafikon 1. Procenat korištenja računara u preduzećima, po entitetima, BIH 2016 .............................................................24Chart 1. Percentage of using computers in enterprises by entities, BIH 2016. .................................................................................24Grafikon 2. Procenat zaposlenih koji koriste računar (u poslovne svrhe) prema djelatnosti preduzeća, tokom 2016. godine, BIH ..................................................................................................................................................................25Chart 2. Percentage of employees who use a computer (for business purposes) according to the activity of the company, during 2016., BIH ...........................................................................................................................................................................................25

Internet u preduzećima .......................................................................................................................................26Internet in enterprises ...............................................................................................................................................26

Grafikon 3. Koja je maksimalna brzina internet konekcije u Vašem preduzeću (definisana ugovorom sa internet provajderom), BIH 2016 ....................................................................................................................................................................26Chart 3. What is the maximum speed of the Internet connection in your enterprises (defined by agreement with the Internet provider), BIH 2016 ...............................................................................................................................................................................26

Website .............................................................................................................................................................26Website ....................................................................................................................................................................26

Grafikon 4. Procenat preduzeća koja posjeduju website, prema djelatnosti preduzeća, tokom 2016. godine, BIH ......27Chart 4. Percentage of employees who use a computer (for business purposes) according to the activity of the company, during 2016., BIH ...........................................................................................................................................................................................27

Preduzeća i društvene mreže ..............................................................................................................................28Enterprises and social networks .................................................................................................................................28

Grafikon 5. Da li vaše preduzeće koristi bilo koji od navedenih društvenih medija, tokom 2016. godine ........................28Chart 5. Does your company use any of these social media during 2016 .........................................................................................28

Upotreba klaud (cloud) usluga .............................................................................................................................29Using Cloud Computing Services ................................................................................................................................29

Grafikon 6. Procenat preduzeća koja plaćaju usluge klaud (cloud) servisa putem interneta u 2016. godini, BIH ..........29Chart 6. The percentage of enterprises that pay cloud services via the Internet in 2016, BIH.......................................................29Grafikon 7. Procenat preduzeća koja plaćaju klaud (cloud) usluge, prema veličini preduzeća, u 2016. godini, BIH ......29Chart 7. The percentage of companies that pay the cloud services, by enterprise size, in 2016, BIH ..........................................29

Elektronska trgovina ...........................................................................................................................................30E-Commerce .............................................................................................................................................................30

Grafikon 8. Geografski pravci internet narudžbi putem website ili mobilne aplikacije tokom 2016. .................................30Chart 8. Geographic directions of online orders through a website or mobile application during 2016 ......................................30

IKT RJEČNIK ......................................................................................................................................................31ICT GLOSSARY ..........................................................................................................................................................31Definicije............................................................................................................................................................31Definitions ................................................................................................................................................................31

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UPOTREBA INFORMACIONO-KOMUNIKACIONIH TEHNOLOGIJA U BOSNI I HERCEGOVINI, 2017.USE OF INFORMATION AND COMMUNICATION TECHNOLOGY IN BOSNIA AND HERZEGOVINA, 2017

UVOD

Razvoj i upotreba informaciono-komunikacionih tehnologija transformisali su savremeno društvo u „informaciono društvo“. Njegova glavna karakteristika je ta što informaciono-komunikacione tehnologije igraju najvažniju ulogu kako u proizvodnji i ekonomiji, tako i u svim ostalim sferama života pojedinaca i društva u cjelini.

Uvidjevši značaj ovih tehnologija, Agencija za statistiku Bosne i Hercegovine provela je 2016. godine pilot-istraživanje o Korištenju informaciono-komunikacionih tehnologija u preduzećima (IKT-P), kao i istraživanje o Korištenju informaciono-komunikacionih tehnologija u domaćinstvima i pojedinačno (IKT-D).

Primarni cilj tog poduhvata bilo je testiranje metodologije i instrumenata i pripremanje za uvođenje sličnih, redovnih istraživanja koja se odnose na domaćinstva i privredu.Oba ova istraživanja provedena su kao redovna istraživanja u 2017. godini. Istraživanja su provođena po metodologiji Eurostata, na teritoriji Bosne i Hercegovine.

Kada je riječ o domaćinstvima i pojedincima, referentni period činila su tri mjeseca koja su prethodila telefonskom intervjuisanju ili posjeti anketara, dok su se pojedina pitanja odnosila na cjelokupnu 2016. godinu. Veličina uzorka je 9.066 domaćinstava. Uzorak za Istraživanje o korištenju informaciono-komunikacionih tehnologija u domaćinstvima i pojedinačno (IKT-D 2017) je pod uzorak Ankete o radnoj snazi, tako da su za IKT-D 2017 uključena samo ona domaćinstva, koja imaju bar jednog člana starosti između 16 i 74 godine.Anketa za preduzeća provedena je na uzorku stratifikovanom po veličini i djelatnosti. Okvir uzorka je Statistički poslovni registar. Primijenjen je stratifikovani uzorak, veličina uzorka 2.483 preduzeća.

Podaci za oba statistička istraživanja su prikupljeni kombinovanim metodama: putem telefonskog anketiranja (CATI), lično anketiranje (PAPI, CAPI), anketiranje putem pošte.

INTRODUCTION

The development and use of information and communication technologies have transformed modern society into an “information society”. Its main characteristic is that information and communication technologies play the most important role in both production and the economy, as well as in all other spheres of life of individuals and society as a whole.

Recognizing the importance of these technologies, the Agency for Statistics of Bosnia and Herzegovina conducted a pilot survey in 2016 on the Use of information and communication technologies in enterprises (IKT-P), as well as survey on the Use of information and communication technologies in households and individually (IKT-D).

The primary goal of this endeavour was testing methodology and instruments and preparing for the introduction of similar, regular surveys related to households and enterprises.Both of these surveys were conducted as regular survey in 2017. The surveys were conducted according to Eurostat methodology, on the territory of Bosnia and Herzegovina.

When it comes of households and individuals, the reference period consisted of three months preceding the telephone interviews or interviewers visit, while certain issues were related to the entire 2016.

The sample size was 9,066 households. The sample for ICT-HH 2017 is a sub-sample of the Labor Force Survey, so that only those households that have at least one member age between 16 and 74 years were included in the ICT-HH.

The survey of enterprises was conducted on a sample stratified by size and activity. The sample frame is the Statistical Business Register. The stratified sample was applied, a sample size of 2,483 enterprises.

Data collected by combined methods, for both statistical surveys: through telephone interviewing (CATI), personal interviewing (PAPI, CAPI), post-surveying


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Nadamo se da će ova publikacija pružiti korisnicima dovoljno podataka o trenutnom stanju u oblasti informaciono-komunikacionih tehnologija i da će poslužiti kao dobra osnova za planiranje njenog daljeg razvoja.

We hope that this publication will provide users with sufficient data on the current state of information and communication technologies and will serve as a good basis for planning its further development.

DOMAĆINSTVA I POJEDINCIHOUSEHOLDS AND

INDIVIDUALS

9


GLAVNI POKAZATELJI

Računari u domaćinstvima

Rezultati istraživanja o upotrebi informaciono-komunikacionih tehnologija u domaćinstvima i pojedinačno (IKT-D) u Bosni i Hercegovine, pokazali su sljedeće: • 63,6% domaćinstava imaju pristup računaru; • 36,4% domaćinstava nemaju pristup internetu.

MAIN INDICATORS

Computers in households

The results of the survey on the use of information and communication technologies in households and individually (ICT-HH) in Bosnia and Herzegovina have shown the following: • 63,6% of households have access to the computer • 36.3% of households do not have computer access

Grafikon 1. Procenat domaćinstava koja imaju pristup računaru, po entitetima, BIH 2016.Graph 1: Households access to the computer, by entities, BIH 2016

Grafikon 2. Procenat domaćinstava koja poseduju računar, prema tipu naselja, BIH 2016.Graph 2 Percentage of households with a computer, by the type of settlement, BIH 2016.

63,6%

67,4%

56,9%

57,3%

36,4%

32,6%

43,1%

42,7%

BOSNA I HERCEGOVINA / BOSNIA AND HERZEGOVINA

FEDERACIJA BIH / FEDERATION OF BOSNIA AND HERZEGOVINA

REPUBLIKA SRPSKA / REPUBLIC OF SRPSKA

BRČKO DISTRIKT / BRČKO DISTRIKT

Domaćinstva nemaju računar / Households do not have a computer

Domaćinstva sa računarom / Households with a computer

63,6%

69,9%

58,7%

36,4%

30,1%

41,3%

BOSNA I HERCEGOVINA / TOTAL

GRADSKO / URBAN

OSTALO / OTHER

Domaćinstva nemaju računar / Households do not have a computer

Domaćinstva sa računarom / Households with a computer


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Pojedinci: upotreba računara1

U Bosni i Hercegovini je 59,9% osoba u posljednja tri mjeseca koristilo računar, 2,1% osoba je koristilo računar prije više od tri mjeseca, a 6,3% prije više od godinu dana. Čak 31,6% osoba nikada nije koristilo računar.Udio korisnika računara (u posljednja tri mjeseca), prema starosnoj dobi: • 92,5% starosne dobi od 16 do 24; • 75,1% starosne dobi od 25 do 54; • 30,6% starosne dobi od 65 do 74.

Grafikon 3. Procenat korisnika računara (u posljednja tri mjeseca), prema starosti, BIHGraph 3. Share of computer users (in the last three months), by age, BIH

Individuals: use of computers1

In Bosnia and Herzegovina, 59.9% of persons in the last three months, used a computer, 2.1% of persons use the computer more than three months, and 6.3% more than a year ago. Even 31.6% of respondents have never used a computer.Share of computer users (in the last three months), by age: • 92.5% of the age of 16-24; • 75.1% of the age of 25-54; • 30.6% of the age of 65-74;

Rezultati istraživanja pokazali su sljedeće:

• više od 1.385.490 stanovnika Bosne i Hercegovine koristilo računar u posljednja tri mjeseca; • populacija koja najviše koristi računar u

posljednja tri mjeseca je starosti od 16 do 25. godine. ili 92,5% populacije;

• populacija koja najmanje koristi računar u posljednja tri mjeseca je starosti od 65 do 74 godine. ili 17,6% populacije.

The results of the survey showed the following:

• more than 1,385,490 inhabitants of Bosnia and Herzegovina used the computer in the last three months;

• The population that uses computers most in the last three months is aged 16-25, or 92.5% of the population.

• The population that has least-used computers in the last three months is between 65-74 years of age, or 17.6% of the population.

1 Referentni period I kvartal 2017.1 Reference period I quarter 2017

92,5%89,5%

77,8%

65,2%

40,6%

17,6%

2,5% 1,1% 2,5% 2,8% 2,3% 1,3%2,7% 4,5%7,4% 6,9% 7,8% 6,4%

2,3% 4,9%

12,3%

25,1%

49,2%

74,8%

16-24 25-34 35-44 45-54 55-64 65-74

U posljednja 3 mjeseca/ In the last 3 months Više od 3 mjeseca / More than 3 months

Više od 1 godine / More than 1 year Nikad nisu koristili računar / They never used a computer

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Internet u domaćinstvima

Rezultati istraživanja o upotrebi informaciono-komunikacionih tehnologija u domaćinstvima i pojedinačno (IKT-D) u Bosni i Hercegovine, pokazali su sljedeće:• 66,0% domaćinstava imaju pristup internetu;• 33,3% domaćinstava nemaju pristup internetu.

Zastupljenost internet priključka u Federaciji BiH iznosi 67,8%. U Republici Srpskoj iznosi 63,0%, a u Brčko distriktu iznosi 61,0%.

Rezultati istraživanja su pokazali da 87,2% domaćinstva koja imaju djecu ispod 16 godina imaju internet priključak.Čak 57,9% domaćinstava ima pristup internetu, u kojima nema djece ispod 16 godina.

Internet in households

The results of the survey on the use of information and communication technologies in households and individually (ICT-HH) in Bosnia and Herzegovina have shown the following:• 66.0% of households have access to the Internet• 33.3% of households do not have Internet access

Representation of the Internet connection in the Federation of Bosnia and Herzegovina is 67.8%. In the Republic of Srpska it is 63.0%, and in Brčko District it amounts to 61.0%.The survey results showed that 87.2% of households with children under 16 have an internet connection.

The 57.9% of households have access to the Internet, without children under 16 years of age.

Grafikon 4. Procenat domaćinstva koja poseduju internet priključak, BIH 2016.Chart 4. Percentage of households that own internet connection, BIH 2016.

Grafikon 5. Procenat domaćinstva koja poseduju internet priključak, prema tipu naselja, BIH 2016Chart 5. Percentage of households that own internet connection, by the type of settlement,BIH 2016

66,0%

67,8%

63,0%

61,0%

33,3%

31,3%

36,8%

38,7%

Bosna i Hercegovina / Bosnia and Herzegovina

Federacija BIH / Federation of Bosnia and Herzegovina

Republika Srpska

Brčko Distrikt

Domaćinstvo nema pristup internetu / Household does not have internet access

Domaćinstvo ima pristup internetu / Household has access to the Internet

71,6%

61,7%

27,7%

37,8%

Gradsko

Ostalo

Domaćinstvo nema pristup internetu / Household does not have internet access

Domaćinstvo ima pristup internetu / Household has access to the Internet


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Najčešći tip internet konekcije u domaćinstvu:

• 62,9% fiksni širokopojasni priključak, npr. DSL, ADSL, VDSL, kablovska, optička vlakna, satelitska.

The most common type of Internet connection in the household:• 62,9% fixed broadband connection, e.g. DSL, ADSL,

VDSL, cable, optical fibres, satellite

Grafikon 6. Razlog zbog kog domaćinstva nemaju internet priključak, u %, BIH 2016Chart 6. The reason why households have no internet connection, in %, BIH 2016

Najčešće navedeni razlozi zbog kojih domaćinstvo nema pristup internetu kod kuće:

• 51,1% nema potrebu za internetom;• 41,8% nedostatak vještina.

The most commonly mentioned reasons why the household does not have access to the Internet at home:• 51,1% There is no need for the internet• 41.8% Lack of skills

3,9%

51,1%

27,4%

25,1%

41,8%

0,7%

2,1%

6,2%

Imam pristup Internetu negdje drugdje / I have access tothe Internet somewhere else

Ne trebam Internet / I do not need the Internet

Oprema je suviše skupa / The equipment is too expensive

Pristup Internetu je suviše skup / Internet access is tooexpensive

Nedostatak vještina korištenja Interneta / Lack of Internetskills

Pitanje privatnosti i bezbjednosti / privacy and security

Širokopojasni Internet nije dostupan / Broadband Internet isnot available

Ostalo / Other

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99,0%

86,4%

66,6%

Visoko obrazovanje / Higher education

Srednjoškolsko obrazovanje / Secundary education

Osnovno ili niže srednje obrazovanje/ Primary or lowersecondary education

Pojedinci: upotreba interneta2

U Bosni Hercegovini je 64,9% osoba koristilo internet u posljednja tri mjeseca, 1,5% ispitanika koristilo je internet prije više od tri mjeseca, a 3,1% prije više od godinu dana. Čak 30,5% ispitanika nikad nije koristilo internet.Preko 1.500.000 osoba koristilo je internet u posljednja tri mjeseca.Udio korisnika interneta (u posljednja tri mjeseca), prema nivou obrazovanja:• 92,1% osoba s višim i visokim obrazovanjem;• 74,0% osoba sa srednjim obrazovanjem;• 35,7% osoba sa obrazovanjem nižim od srednjeg

obrazovanja.

Individuals: us of the Internet2

In Bosnia-Herzegovina, 64.9% of persons used the Internet during the last three months, 1.5% of respondents used the internet exceeds three months ago, and 3.1% more than a year ago. Even 30.5% of respondents never used the InternetOver 1.5 million persons used the Internet during the last three months. Share of Internet users (in the last three months), according to the level of education:• 92.1% persons with higher and higher education;• 74.0% of persons with secondary education;• 35.7% of persons with lower than secondary

education

Grafikon 7. Osobe koje su koristile internetChart 7. Persons who used the Internet

Grafikon 8. Udio korisnika interneta (u posljednja tri mjeseca), prema nivou obrazovanja, BIHChart 8. The share of Internet users (in the last three months), by education level,BIH

Procenat korisnika interneta u zadnja tri mjeseca, prema radnom statusu:• 86,4% zaposlenih osoba;• 66,6% nezaposlenih osoba;• 99,0% studenata;• 32,2% ostalih (penzioneri, neaktivne osobe).

The share of Internet users is three months, according to the working status:• 86.4% of employed persons;• 74.0% of unemployed persons;• 74.0% of students;• 35.7.3% of others (pensioners, inactive persons)

2 Referentni period I kvartal 2017.2 Reference period I quarter 2017.

U posljednja 3 mjeseca / In the last

3 months65%

Prije više od 3 mjeseca / More than

3 months ago 1%

Prije više od 1 godine / More than 1 year ago

3%

Nikad / Never…


14

Grafikon 9. Udio korisnika interneta (u posljednja tri mjeseca), prema radnom statusu, BIH: Chart 9. The share of Internet users (in the last three months), according to the working status, BIH:

Rezultati istraživanja pokazali su sljedeće:• 97,8% ispitanika koristi internet, starosne dobi od

16 do 24 godine;• 81,4% ispitanika koristi internet, starosne dobi od

25 do 54 godine;• 33,8% ispitanika koristi internet, starosne dobi od

55 do 74 godine.

The results of the survey showed the following:• 97.8% of respondents use the internet, age 16-24;

• 81.4% of respondents use the Internet, age 25-54

• 33.8% of respondents use the internet, age 55-74

Grafikon 10. Udio korisnika interneta (u posljednja tri mjeseca), prema starosti, BIH:Chart 10. The share of Internet users (in the last three months), by age, BIH:

Analiza ispitanika prema spolu pokazuje da je u posljednja tri mjeseca 67,6% osoba muškog spola, a 62,5% osoba ženskog spola koristilo internet.

An analysis of respondents by gender shows that in the last three months, 67.6% of males and 62.5% females used the Internet.

99,0%

86,4%

66,6%

32,2%

Student

Zaposlen / Employed

Nezaposlen/Unemployed

Ostali( penzioneri i sl.) / Others (pensioners, etc.)

97,8%

81,4%

33,8%

64,9%

0

10

20

30

40

50

60

70

80

90

100

16-24 25-54 55-74 Total

15


Grafikon 11. Udio korisnika interneta (u posljednja tri mjeseca), prema spolu, BIH:Chart 11. The share of Internet users (in the last three months), by gender, BIH:

Ispitanici koji su koristili internet tokom posljednja tri mjeseca: internet u velikoj mjeri koristili za telefoniranje preko interneta i video pozivi (82,3%), koristili za čitanja online novina i vijesti (75,0%), kao i za učešće na društvenim mrežama kao što su Facebook i Twitter (72,3%), značajan broj ispitanika koristili su internet za traženja informacija o robi i uslugama (56,5%).

Respondents who have used the Internet during the last three months, the Internet is largely used for phone calls over the Internet and video calls (82.3%), used for reading on-line newspapers and news (75.0%), as well as for participation in social networks such as Facebook and Twitter (72.3%), a significant number of respondents used the Internet to find information about goods and services (56.5%).

Grafikon 12. Najčešći tipovi korištenja interneta (u privatne svrhe) u posljednja tri mjeseca u procentima, BIH:Chart 12. The most common types of internet use (for private use) in the last three months, in percentages, BIH:

94,2% internet populacije od 16 do 24 godine starosti ima nalog na društvenim mrežama (Facebook, Twitter, Instagram).

94.2% of the internet population age 16 to 24 have a social networking account (Facebook, Twitter, Instagram)

Muško67,6%

Žensko62,5%

46,4%

82,3%

72,3%

25,5%

75,0%

49,6%

56,5%

11,4%

Slanje - primanje elektronske pošte / use of e-mail

Telefoniranje preko interneta i video pozivi / Making calls viathe Internet and video calls

Učešće na društvenim mrežama / Participation on socialnetworks

Postavljenje na sajtove lično napravljenog sadržaja / Uploadon the sites of personally created content

Za čitanje ili preuzimanje online vijesti ili novina / To read ordownload online news or newspapers

Pretraga informacija o zdravlju / Search for information onhealth

Pronalaženje informacija o proizvodima i uslugama / Findinginformation about products and services

Traženje posla ili slanje prijava za posao / Searching for job orsending job applications


16

Grafikon 13. Mobilni uređaji koji se koriste za pristup internetu, izvan kuće ili posla, u posljednja 3 mjeseca:Chart 13. Mobile devices to access the Internet away from home or do business in the last 3 months:

85,6%

32,6%

1,7%

11,7%

Mobilni telefon / Mobile phonel

Laptop ili tablet / Laptop or tablet

Drugi uređaj / Another device

Nisam imao pristup Internetu preko bilo kojegmobilnog uređaja van kuće ili posla/ I did not have

access to the Internet through any mobile deviceoutside my home or work

17


Javna uprava

Istraživanje pokazuje da samo 23,4% ispitanika koji su koristili internet u privatne svrhe, u posljednjih 12 mjeseci, koristi su elektronske servise javne uprave (e-government).Istraživanje je pokazalo i da je 20,3% internet populacije koristilo internet za dobijanje informacija sa website javnih institucija.32,3% internet populacije starosne dobi od 25 do 34 godine koristili su usluge javne administracije. Samo 5% internet populacije je slalo putem interneta popunjene obrasce javnoj administraciji.

E-government

The survey shows that only 23.4% of respondents who use the Internet for private purposes in the last 12 months, used electronic government services (e-government).The survey also showed that 20.3% of the internet population used the Internet to obtain information from the public institution’s website. The 32.3% of the Internet population aged 25-34, used the services of the public administration.Only 5% of the internet population sent via the Internet filled forms to the public administration.

Grafikon 14. Razlog zbog kojeg ispitanici nisu slali popunjene obrasce javnoj administraciji putem interneta, u posljednjih 12 mjeseci, BIH:Chart 14. The reason why the respondents did not send completed forms to the public administration via the Internet, in the last 12 months, BIH:

79,4%

2,6%

5,1%

2,7%

0,4%

1,0%

12,0%

Nisam morao podnositi službene obrasce / I did not have tosubmit official forms

Nisu bile dostupne veb usluge /Web services were notavailable

Nedostatak znanja i vještina / Lack of knowledge and skillss

Zabrinutost zbog zaštite ličnih podataka/ Concern about theprotection of personal data

Problemi sa elektronskim potpisom / Problems with electronicsignature

Druga osoba je uradila u moje ime / The other person did it onmy behalf

Drugi razlozi / Other reasons


18

Elektronska trgovina

Kada je riječ o vremenskom okviru u kojem su korisnici interneta kupovali/poručivali robu ili usluge putem interneta, 12,8% internet korisnika obavilo je kupovinu/poručivanje u posljednja tri mjeseca, 4,1 prije više od tri mjeseca, a 6,7% prije više od godinu dana. Čak 76,4% korisnika interneta nikada nije kupovalo/poručivalo robu ili usluge putem interneta.Više od 271.674 osoba kupovalo je ili poručivalo robu/usluge putem interneta u posljednjih godinu dana ili 16,9 posto od internet populacije.

e-commerc

As for the time frame in which the internet users bought / ordered goods or services over the Internet, 12.8% of users had completed the purchase / messaging in the last three months, 4.1 more than three months ago, and 6.7% more than a year ago.

Even 76.4% of Internet users have never purchased / ordered goods or services over the Internet.More than 271,674 persons purchased or ordered goods / services over the Internet during the last year or 16.9 percent of the internet population

Grafikon 15. Posljednji put (u privatne svrhe) kupili/naručili robu ili usluge putem interneta, BIH:Chart 15. Last time (for private purposes) they bought / ordered goods or services via the Internet, BIH:

Najčešće vrste proizvoda naručenih preko internetа u posljednjih 12 mjeseci:• 64,4% odjeća i sportska oprema;• 28,4% računarska oprema;• 20,1% kućanski aparati;• 17,0% hrana i namirnice;• 15,4% ostalo.

Istraživanje pokazuje da 74,8% ispitanika koji kupuju putem interneta, najviše kupuju od prodavača iz Bosne i Hercegovine, a potom od prodavača iz EU 22,0%

The most common types of products ordered over the Internet in the last 12 months:• 64.4% of clothing and sports equipment;• 28.4% computer equipment;• 20.1% household appliances;• 17.0% food and groceries;• 15.4% rest

The survey shows that 74.8% of respondents who buy online does that to buy from Bosnia and Herzegovina, and then from EU sellers 22.0%

12,8%

4,1%

6,7%

76,4%

U posljednja 3 mjeseca / In the last 3 months

Između 3 mjeseca i 1 godine / Between 3 months and 1year

Više od 1 godine / More than 1 year

Nikad nisam naručivao ili kupovao preko interneta / I havenever ordered or purchased via the Internet

19


Grafikon 16. Geografski pravci internet transakcija, ispitanici su mogli dati više odgovora, BIH:Chart 16. Geographical directions Internet transactions,respondents could give more answers, BIH:

Učestalost online kupovine ispitanika koji kupuju putem interneta u zadnja 3 mjeseca:• 1-2 puta, 77,2%; • 3-5 puta, 16,1%;• 6-10 puta, 4,6%;• 10 i više, 2,1%.

Prosječno potrošili novca, kupujući ili naručujući proizvode ili usluge putem interneta (pojedinci koji su kupovali zadnja 3 mjeseca):• Manje od 100 KM, 56,0%;• Od 100-200 KM, 12,3%;• Od 200-1.000 KM, 18,4%;• Od 1.000- 2.000 KM, 3,1%;• Više od 2.000 KM, 2,1%;• Ne znam, 8,1%.

The frequency of online shopping for respondents who are buying online over the last 3 months:• 1-2 times, 77.2%• 3-5 channels, 16.1%• 6-10 times, 4.6%• 10 or more, 2.1%

Average spend money by buying and ordering products or services using the Internet (individuals who have been buying the last 3 months):• Less than 100 KM, 56.0%• From 100-200KM, 12.3%• From 200-1,000 KM, 18.4%• From 1,000-2,000 KM, 3.1%• Over 2,000 KM, 2.1%• I do not know, 8.1%

Grafikon 17. Novčani iznos kupljene/naručene robe ili usluge (pojedinci koji su kupovali zadnja 3 mjeseca); BIH:Chart 17. Amount purchased / ordered goods or services (individuals who bought the last 3 months), BIH:

Nacionalni prodavači / National sellers

74,8%

Prodavci iz zemalja EU /Sellers from EU countries

22,0

Prodavci iz ostalih zemalja svijeta / Sellers from other

countries of the world17,7

Zemlja porijekla prodavca je nepoznata / Country of origin of the seller is unknown4,4%

56%

12,3%

18,4%

3,1%

2,1%

8,1%

do / up to 100KM

100-200KM

200-1000KM

1000-2000KM

više od / more than 2000KM

Ne znam / I do not know


20

Istraživanje pokazuje da najčešći razlozi zbog kojih ispitanici nisu naručivali robu ili usluge putem interneta posljednjih 12 mjeseci su:• Više volim da kupujem direktno, 81,0%;• Nedostatak povjerenja, 17,4%;• Nedostaka vještina, 15,5%.

The survey shows that the most common reasons why respondents did not order goods or services over the Internet in the last 12 months are:• I prefer to buy directly, 81.0%• Lack of trust, 17.4%• Lack of skills, 15.5%

Grafikon 18. Najčešći razlozi zbog kojih ispitanici nisu naručivali robu ili usluge putem interneta posljednjih 12 mjeseci (ispitanici su mogli dati više odgovora):Chart 18. The most common reasons why respondents did not order goods or services via the Internet in the last 12 months (respondents could give multiple answers):

Rezultati istraživanja o upotrebi informaciono-komunikacionih tehnologija u domaćinstvima i pojedinačno (IKT-D) u Bosni i Hercegovine, pokazali su sljedeće:• Više od 1.227.494 građana Bosne i Hercegovine

koji koriste internet nikad nisu naručivali/kupovali putem interneta, odnosno njih 76,4%.

Od toga:• U Federaciji Bosne i Hercegovini 767.859 ili

76,6%;• U Republici Srpskoj 438.910 ili 76,5%;• U Brčko distriktu 20.725 ili 67%.

The results of the survey on the use of information and communication technologies in households and individually (ICT-HH) in Bosnia and Herzegovina have shown the following:• More than 1,227,494 citizens of Bosnia and

Herzegovina who use the Internet have never ordered / bought over the Internet, or 76.4%.

From that :• In the Federation of Bosnia and Herzegovina

767,859 or 76.6%;• In Republika Srpska 438,910 or 76.5%;• In the Brčko District 20,725 or 67%.

81,0%

15,5%

8,7%

12,4%

17,4%

9,2%

0,8%

13,8%

Više volim da kupujem direktno / I prefer to buy directly

Nedostatak vještine / Lack of skills

Problemi sa isporukom / Delivery problems

Zabrinutost oko bezbjednosti i povjerljivosti / Concerns about securityand confidentiality

Nеdоstаtаk pоvјеrеnjа u vеzi sа primаnjеm ili vrаćаnjеm rоbе / Lack of trust in receiving or returning goods

Nеmаm plаtnu kаrticu kоја оmоgućаvа plаćаnjе putеm intеrnеtа / I do not have a payment card that allows payment via the Internet

Inоstrаni trgоvаc nеmа pоnudu zа BiH / A foreign trader has no offer for BiH

Drugo / Other

PREDUZEĆAENTERPRISES

23


Uzorak

Istraživanje o upotrebi informaciono komunika-cionih tehnologija u preduzećima provedeno je na reprezentativnom uzorku od 2.483 preduzeća na teritoriji Bosne i Hercegovine. Stopa odgovora je 88,4% (2195 preduzeća).

Sample

A survey on the use of information and communication technologies in enterprises was conducted on a representative sample of 2,483 enterprises in the territory of Bosnia and Herzegovina. The response rate is 88.4% (2195 enterprises).

Neto uzorak 10 do 49 zaposlenih 50 do 249 zaposlenih 250 i više zaposlenih Ukupno

Net sample 10 to 49 employees 50 to 249 employees 250 and more employees Total

ProizvodnjaManufacture 353 287 87 727

Snabdijevanje električnom energijom, gas-om, parom i vodom; upravljanje otpadnimvodamaElectricity, gas, steam and electricity supply water; waste management

46 53 18 117

GrađevinarstvoConstruction 118 92 9 219

Trgovina na veliko i malo /Wholesale and retail trade 373 172 35 580

Saobraćaj i skladištenje /Traffic and storage 75 45 8 128

Usluge smještaja i ishraneAccommodation services and food 66 26 2 94

Informisanje i komunikacijeInformation and communication 80 32 6 118

Poslovanje nekretninamaReal estate 27 9 0 36

Stručne, naučne i tehničke djelatnostiProfessional, scientific and technical activities

63 23 1 87

Administrativne i pomoćne uslužne delatnostiAdministrative and auxiliary service activities

48 28 6 82

Popravak i održavanje računara i komunikacione opremeRepair and maintenance of computers and communication equipment

6 1 0 7

UkupnoTotal 1.255 768 172 2.195

Od čega IKT sektorICT sector (u: 26.1-26.4+ 26.8+46.5+ 58.2+61+62+63.1+95.1)

74 18 4 96


24

GLAVNI POKAZATELJIRačunari i računarske mreže u preduzećima

Rezultati istraživanja pokazuju da 98,8% preduzeća na teritoriji Bosne i Hercegovine koristi računar u svom poslovanju.

Korištenje računara prema veličini preduzeća:• Mala preduzeća (10-49 zaposlenih), 98,6%;• Srednja preduzeća (50-249 zaposlenih), 99,6;• Velika preduzeća (250 i više zaposlenih), 100,0%.

Procenat korištenja računara u preduzećima, po entitetima:• Federacija BIH, 98,3%;• Republika Srpska, 100,0%;• Brčko distrikt,97,4%.

MAIN INDICATORSComputers and computer networks in enterprises

The results of the survey show that 98.8% of enterprises in the territory of Bosnia and Herzegovina use the computer in their business.

Using your computer according to company size:• Small enterprise (10-49 employees), 98.6%• Medium enterprises (50-249 employees), 99.6• Large enterprises (250 and more employees), 100.0%

Percentage of using computers in enterprises by entities:• Federation of Bosnia and Herzegovina, 98.3%;• Republika Srpska, 100.0%;• Brcko District, 97.4%.

Grafikon 1. Procenat korištenja računara u preduzećima, po entitetima, BIH 2016Chart 1. Percentage of using computers in enterprises by entities, BIH 2016.

Rezultati istraživanja pokazuju da 42,6% zaposlenih koristi računar u poslovne svrhe, tokom 2016. godine. • 37,2% zaposlenih koristi računar sa pristupom internetu u poslovne svrhe, tokom 2016 godine.Zaposleni koriste računar u poslovne svrhe prema veličini preduzeća:• Mala preduzeće (10-49 zaposlenih), 44,7%;• Srednja preduzeća (50-249 zaposlenih), 40,5%;• Velika preduzeća (250 i više zaposlenih), 42,9%.Zaposleni koriste računar u poslovne svrhe, po entitetima:• Federacija BIH, 43,6%;• Republika Srpska, 40,6%;• Brčko distrikt,43,1%.

The results of the survey show that 42.6% of employees use a computer for business purposes during 2016.• 37.2% of employees use a computer with Internet access for business purposes during 2016. Employees use a computer for business purposes by company size:• Small enterprise (10-49 employees), 44.7%• Medium enterprises (50-249 employees), 40.5%• Large enterprises (250 and more employees), 42.9%Employees use computers for business purposes, by entities:• Federation of Bosnia and Herzegovina, 43.6%;• Republika Srpska, 40.6%;• Brcko District, 43.1%.

98,8 98,3 100,0 97,4

Bosna i Hercegovina /Bosnia and Herzegovina

Federacija BIH /Federationof Bosnia and Herzegovina

Republika Srpska Brčko Distrikt

25


Rezultati istraživanja pokazuju da zaposleni u sektoru „Informisanje i komunikacija „najviše koriste računar i to njih 90,0%, a zaposleni u sektoru „Proizvodnja“ najmanje koriste računar u poslovne svrhe, tek nešto više od 24%, tokom 2016. godine.

The results of the survey show that employees in the “Information and Communication” sector use computers the most, 90.0% of them, while the employees in the “Manufacturing” sector use the least computer for business purposes, just over 24% during 2016.

Grafikon 2. Procenat zaposlenih koji koriste računar (u poslovne svrhe) prema djelatnosti preduzeća, tokom 2016. godine, BIH Chart 2. Percentage of employees who use a computer (for business purposes) according to the activity of the company, during 2016., BIH

24,3%

42,4%

27,4%

60,9%

47,0%

34,7%

90,0%

46,8%

82,4%

35,9%

87,1%

Proizvodnja/ Manufacture

Snabdjevanje energijom, parom i vodom; Upravljanje otpadnim vodamaElectricity, gas, steam and electricity supply water; Waste water

management

Građevinarstvo / Construction

Trgovina na veliko i malo / Wholesale and retail trade

Saobraćaj i skladištenje / Traffic and storage

Usluge smještaja i ishrane / Accommodation services and food

Informisanje i komunikacije/ Information and communication

Poslovanje nekretninama/ Real estate

Stručne naučne i tehničke djelatnosti / Professional scientific andtechnical activities

Administrativne i pomoćne uslužne djelatnosti / Administrative andsupport service activities

Popravak i održavanje računara i komunikacijske opreme / Repair andmaintenance of computers and communication equipment


26

Internet u preduzećima

Rezultati istraživanja o upotrebi informaciono-komunikacionih tehnologija u preduzećima (IKT-P) u Bosni i Hercegovine, pokazali su sljedeće3: • 97,8% preduzeća imaju pristup internetu;• 96,3% preduzeća koristi internet preko fiksnog

širokopojasnog priključka (npr. ADSL, SDSL, VDSL, kablovske mreže, optičke mreže);

• 65,2% preduzeća koristi mobilnu „broadband“ (širokopojasnu) vezu na internet putem prijenosnih uređaja koristeći mobilnu telefonsku mrežu 3 G.

Internet in enterprises

The results of the survey on the use of information and communication technologies in enterprises (ICT-P) in Bosnia and Herzegovina have shown the following3:• 97.8% of enterprises have access to the Internet• 96.3% of enterprises use the Internet over a fixed

broadband connection (e.g. ADSL, SDSL, VDSL, cable networks, optical networks)

• 65.2% of enterprises use mobile broadband (broadband) connection to the Internet via portable devices using 3 G mobile telephone network.

Grafikon 3. Koja je maksimalna brzina internet konekcije u Vašem preduzeću (definisana ugovorom sa internet provajderom)3, BIH 2016.Chart 3. What is the maximum speed of the Internet connection in your enterprises (defined by agreement with the Internet provider)3, BIH 2016.

Website

• Website posjeduje 63,7% preduzeća, u 2016. godini.

Kada pogledamo strukturu preduzeća prema veličini, dobijamo sledeće rezultate:• 83,9% velikih preduzeća posjeduje website;• 81,7% srednjih preduzeća posjeduje website;• 58,7% malih preduzeća posjeduje website.

Male razlike postoje i u zavisnosti od entiteta. U Federaciji BIH, website posjeduje 63,4% preduzeća, u Republici Srpskoj 64,6%, a u Brčko distriktu 60,3%

Website

• The 63.7% of enterprises had website in 2016.

When we look at the structure of the company by size, we get the following results:• 83.9% of large enterprises have a website;• 81.7% of medium-sized enterprises own a website;• 58.7% of small businesses own a website.

Small differences exist, depending on the entity.In the Federation of Bosnia and Herzegovina, 63.4% of the enterprises own the website, 64.6% in the Republika Srpska, and 60.3% in the Brčko District.

3 Podaci se odnose na 2016. godinu3 Data refer to the 2016 year.

6,2%

35,7%

36,6%

14,1%

7,4%

Manje od 2 Mbit/sLess than 2 Mbit/s

Od 2 do 10 Mbit/sFrom 2 to 10 Mbit/s

Najmanje 10 ali manje od 30 Mbit/sAt least 10 or less than 30 Mbit/s

Najmanje 30 ali manje od 100Mbit/sAt least 30 or less than 100Mbit/s

Najmanje 100Mbit/sAt least 100Mbit/s

27


Grafikon 4. Procenat preduzeća koja posjeduju website, prema djelatnosti preduzeća, tokom 2016. godine, BIHChart 4. Percentage of employees who use a computer (for business purposes) according to the activity of the company, during 2016., BIH

Preduzeća posredstvom website najčešće pružaju:• opis robe ili usluga, cjenovnik (82,8%);• sadržaj na website je prilagođen redovnim

posjetiocima (80,8%);• mogućnost da se posjetioci upoznaju sa

proizvodima (61,0%)

Enterprises through the website most often provide:• description of goods or services, pricelists (82.8%);• content on the website is adapted to regular visitors

(80.8%);• possibility for visitors to get acquainted with

products (61.0%).

64,9%

59,4%

59,3%

64,2%

45,8%

73,5%

89,5%

48,6%

68,2%

69,4%

85,7%

Proizvodnja/ Manufacture

Snabdjevanje energijom, parom i vodom; Upravljanje otpadnim vodamaElectricity, gas, steam and electricity supply water; Waste water

management

Građevinarstvo / Construction

Trgovina na veliko i malo / Wholesale and retail trade

Saobraćaj i skladištenje / Traffic and storage

Usluge smještaja i ishrane / Accommodation services and food

Informisanje i komunikacije/ Information and communication

Poslovanje nekretninama/ Real estate

Stručne naučne i tehničke djelatnosti / Professional scientific andtechnical activities

Administrativne i pomoćne uslužne djelatnosti / Administrative andsupport service activities

Popravak i održavanje računara i komunikacijske opreme / Repair andmaintenance of computers and communication equipment


28

Preduzeća i društvene mreže

Društvene mreže su sve prisutnije i u poslovanju preduzeća. U prilog tome nam govore rezultati istraživanja koji pokazuju da je 44,3% preduzeća koristilo neku od društvenih mreža za potrebe poslovanja preduzeća, tokom 2016.

Enterprises and social networks

Social networks are becoming increasingly present in the business of enterprises. In support of that we are told the results of the survey that show that 44.3% of the enterprises used some of the social networks for the business needs of the enterprises, during 2016.

Grafikon 5. Da li vaše preduzeće koristi bilo koji od navedenih društvenih medija, tokom 2016. godine? Chart 5. Does your company use any of these social media during 2016.?

Preduzeća su koristili društvene medije najčešće u svrhu:• Reklamiranja preduzeća pomoću slika ili

proizvoda (40,6%);• Prikupljanje mišljenja kupaca ili odgovaranje na

pitanja kupaca (27,6%).

• 24,7% preduzeća plaćaju oglašavanje na internetu.

• 71,6% preduzeća koja koriste usluge javne administracije putem interneta.

Najčešći razlog korištenja usluge javne administracije putem interneta:• Za pribavljanje obrazaca, npr. porezni (65,8%);• Za pribavljanje informacija (62,0%);• Za vraćanje popunjenih obrazaca putem

interneta (60,5%);

Kada pogledamo strukturu preduzeća koja koriste usluge javne administracije, prema veličini, dobijamo sljedeće rezultate:• 69,3% malih preduzeća koristi usluge;• 79,5% srednjih preduzeća koristi usluge;• 81,6% malih preduzeća koristi usluge.

Enterprises used social media most often for the purpose of:• Advertising of companies using pictures or

products) (40.6%);• Gathering customer opinions or answering

customer questions (27.6%).

• 24.7% the enterprises pay for advertising on the Internet.

• 71.6% of enterprises using public administration services over the Internet (e-government).

The most common reason for public administration to use the Internet service (e-government):• To obtain forms, e.g. for tax (65.8%);• To obtain information (62.0%);• To return the completed forms via the Internet

(60.5%);

When we look at the structure of enterprises that use public administration services (e-government), by size, we get the following results:• 69.3% of small enterprises use services;• 79.5% of medium-sized enterprises use services;;• 81.6% of large enterprises use services;.

42,0%

6,4%

15,8%

4,8%

Društvene mreže (Facebook, Linkedln)Social Networks (Facebook, Linkedin)

Blogovi preduzeća (npr.Twitter)Company Blogs (e.g., Twitter)

Multimedijalni sadržaj web stranice (npr.YouTube,SlideShare, itd.)

Multimedia content of a website (eg YouTube,SlideShare, etc.)

Wikipedia

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3.7. Upotreba klaud (cloud) usluga

Usluge klaud (cloud) servisa plaća putem interneta 5,1% preduzeća.Klaud servisi podrazumijevaju IKT servise kojima se pristupa putem interneta radi upotrebe softvera, prostora za skladištenje podataka i sl.Servisi imaju sljedeće karakteristike:• nalaze se na serverima pružalaca usluga

(provajdera);• mogu da se upotrebljavaju na zahtjev korisnika;• plaćaju se na osnovu načina upotrebe, kapaciteta

prostora.

3.7. Using Cloud Computing Services

Cloud services are paid by the internet to 5.1% of companies.Cloud services include ICT services that are accessed via the Internet for use software, storage space, etc.

Services have the following characteristics:• are placed on the servers of service providers

(service providers);• can be used at the request of the user;• they are paid on the basis of usage, space capacity

Grafikon 6. Procenat preduzeća koja plaćaju usluge klaud (cloud) servisa putem interneta u 2016. godini; BIHChart 6. The percentage of enterprises that pay cloud services via the Internet in 2016., BIH

Grafikon 7. Procenat preduzeća koja plaćaju klaud (cloud) usluge, prema veličini preduzeća, u 2016. godini, BIHChart 7. The percentage of companies that pay the cloud services, by enterprise size, in 2016., BIH

5,1%

94,9%

Da

Ne

4,3%

6,7%

14,7%

Mala (10-49 zaposlenih)Small (10-49 employees)

Srednja (50-249 zaposlenih)Medium (50-249 employees)

Velika (250 i više zaposlenih)Large (250 and more employees)


30

Elektronska trgovina

Tokom 2016. godine, samo 15,8% preduzeća u Bosni i Hercegovini primalo je narudžbe za proizvode ili usluge putem interneta.Kada pogledamo strukturu preduzeća prema veličini, dobijamo sljedeće rezultate:• 15,4% velikih preduzeća primalo je narudžbe za

proizvode ili usluge putem interneta;• 18,2% srednjih preduzeća primalo je narudžbe za

proizvode ili usluge putem interneta;• 15,2% malih preduzeća primalo je narudžbe za

proizvode ili usluge putem interneta.

Procenat ukupnog prometa narudžbi primljenih preko web stranice, aplikacije ili EDI tip poruka u 2016. godini, iznosi 8,8% od ukupne ostvarene vrijednosti neto prometa.

Tokom 2016. godine, 15,3% preduzeća u Bosni i Hercegovini primalo je narudžbe za proizvode ili usluge preko web stranice ili aplikacije, od toga:• 79,6% preko vlastite web stranice preduzeća ili

aplikacije;• 18,5% putem web stranice e-commerce tržišta ili

“aplikacija” koju koristi više preduzeća za trgovinu proizvodima? (Npr. Booking, eBay, Amazon, Amazon Business, Alibaba, Rakuten, OLX.BA).

E-Commerce

During 2016, only 15.8% of enterprises in Bosnia and Herzegovina received orders for products or services via the Internet.When we look at the structure of enterprises by size, we get the following results:• 15.4% of large enterprises were receiving orders for products or services via the Internet;• 18.2% of medium-sized enterprises were receiving orders for products or services via the Internet;• 15.2% of small enterprises were receiving orders for products or services via the Internet.

The percentage of total traffic orders received via the website, application or EDI type of messages in 2016 is 8.8% of the total realized value of net turnover.

During 2016, 15.3% of enterprises in Bosnia and Herzegovina received orders for products or services through a website or application, of which:• 79.6% through the enterprises own website or

application• 18.5% via the e-commerce market website or

“application” used by more than one company for trade in products? (Eg Booking, eBay, Amazon, Amazon Business, Alibaba, Rakuten, OLX.BA)

Grafikon 8. Geografski pravci internet narudžbi putem website ili mobilne aplikacije tokom 2016, (ispitanici su mogli dati više odgovora):Chart 8.Geographic directions of online orders through a website or mobile application during 2016, (respondents could give multiple answers):

Rezultat se odnosi na preduzeća koja su primali narudžbe prutem web stranice ili aplikacije, tokom 2016.

The result applies to enterprises that received orders through a website or application during 2016.

Bosna i Hercegovina92,4%

Zemalje EU / EU countries38,0%

Ostale zemalja svijeta / Other countries of the world

28,7%

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IKT RJEČNIKDefinicije

IKT (informacione i komunikacione tehnologije) su softveri i hardveri upotrijebljeni za komuniciranje podacima (npr. računar, telefaks, internet, fiksni i mobilni telefon).Broadband su širokopojasne tehnologije ili veze koje omogućavaju brz prijenos podataka. Komunikacioni sistem čiji nosilac (npr.optički kabl) prenosi umnožene podatke u isto vrijeme, a svaki pojedinačni podatak modulisan je na posebnoj frekvenciji.ADSL (Asymmetric Digital Subscriber Line): Širokopojasna digitalna transmisiona tehnologija koja koristi postojeću telefonsku liniju i dopušta istovremeno slanje podataka i komunikaciju glasom. Veći deo opsega služi za slanje podataka korisniku, a brzine se kreću do 6 Mbps.Bit (Binary Digit): Bit je najmanja jedinica informacije kojom rukuje računar. Bit se prikazuje sa 1, ili 0 u binarnom prikazu, ili true, odnosno false u logičkom prikazu. Grupa od 8 bita čini 1 bajt.E-government je elektronski kontakt preko interneta sa tijelima vlasti i javnim uslugama. Ne uključuju ručno kucane e–mailove. Saradnja i odnosi sa tijelima vlasti i javnim uslugama uključuje web stranice koje sadrže građanske obaveze (npr. porezne prijave, obaveze o kretanju ), prava (npr. socijalne beneficije), službeni dokumenti (lične iskaznice, rodni list), javne obrazovne usluge (javne biblioteke, informacije o upisu u javne škole, fakultete), usluge javnog zdravstva (koje uključuju usluge javnih bolnica).E-trgovina su transakcije koje se provode preko mreža računara baziranih na internetskom protokolu te preko ostalih računarskih mreža. Primanje narudžbi, dobara i usluga ostvaruje se putem navedenih mreža, ali samo plaćanje i konačna isporuka dobara i usluga mogu biti provedeni online ili offline. Narudžbe primljene telefonom, telefaksom ili ručnopisanim elektronskim porukama ne smatraju se e-trgovinom.Računari uključuju personalne računare (PC), prijenosne računare (laptop), tablete i ostale prijenosne uređaje (npr. smartphones).CRM (Customer Relationship Management): predstavlja proces ili metodologiju koja se koristi kako bismo više naučili o potrebama i navikama naših potrošača i da bismo razvili čvršće veze s njima. CRM sadrži više tehnoloških komponenti, ali

ICT GLOSSARYDefinitions

ICT (Information and Communication Technology) is software and hardware used for data communication (e.g. computer, fax, the internet, fixed mobile phone).

Broadband is technology or connections that enable fast transmission of data. A communication system whose carrier (eg, optical cable) transmits the multiplied data at the same time, and each individual data is modulated on a particular frequency.

ADSL (Asymmetric Digital Subscriber Line): Broadband digital transmission technology that uses an existing telephone line and allows simultaneous data transmission and voice communication. Most of the bandwidth is used to send data to the user, and the speeds range up to 6 Mbps.Bit (Binary Digit): The smallest piece of information that the computer handles. Bit is displayed with 1, or 0 in the binary view, or true, and false in the logical view. A group of 8 bits makes 1 byte.E-government is an electronic contact through the Internet with government authorities and public services. It does not include hand-written e-mails. Cooperation and relations with authorities and public services include websites that contain civil obligations (e.g. tax returns, movement obligations), rights (e.g. social benefits), official documents (ID cards, birth certificates), public educational services (public libraries, information on enrollment in public schools, faculties), public health services (which include public hospital services).E-commerce means transactions conducted over an internet protocol-based networks and over other computer-mediated networks. Goods and services are ordered via those networks, but the payment and the ultimate delivery of the goods or services may be conducted on-line or off-line. Orders received via telephone, facsimile, or manually typed e-mails are not counted as electronic commerce.

Computers include personal computers (PCs), portable computers (laptops), tablets and other portable devices (e.g., smartphones).CRM (Customer Relationship Management): It represents a process or methodology that is used to learn more about the needs and habits of our consumers and to develop tighter relationships with them. CRM contains several technological components, but CRM


32

je CRM u organizacionom smislu skup procesa koji će pomoći da se sakupe neophodne informacije o potrošačima, prodaji, marketinškoj efikasnosti, reakcijama potrošača i tržišnim trendovima. CRM pomaže poslovno korištenje tehnologije i ljudskih resursa kako bi se stekao uvid u ponašanje i vrjednost potrošača.Download: Elektronski transfer informacija sa udaljenog računara na Vaš računar. Preuzimanje datoteka sa anonimnog FTP-a jeste popularan način pribavljanja besplatnog softvera u javnom vlasništvu.DSL (Digital Subscriber Line): Vrsta brze internet konekcije korištenjem standardnih telefonskih parica. Može biti i vrsta broadband konekcije.xDSL, ADSL itd.: Prijenosi koji se vrše putem internet mreža zasnovanih na protokolu i putem ostalih kompjuterskih mreža. Roba i usluge se naručuju putem tih mreža, ali isplata i konačno dostavljanje robe ili usluge može da se provodi na mreži ili izvan mreže (off-line). Narudžbe koje se primaju putem telefona, faksa ili maila ne ulaze u kategoriju elektronske trgovine.E-mail: Elektronski prijenos poruke, uključujući tekst i attachmente, s jednog na drugi kompjuter koji su locirani unutar ili izvan organizacije. To uključuje elektronski mail putem interneta ili drugih kompjuterskih mreža.Elektronska trgovina: E-Commerce (Electronic Commerce EC elektronska trgovina) jeste kupovina ili prodaja dobara ili usluga putem interneta, naročito putem servisa World Wide Web. U praksi se ovaj termin često koristi umjesto novijeg termina e-business, što znači poslovanje putem interneta.ERP (Enterprise Resource Planning): je, najkraće rečeno, softverski sistem koji prati sve aspekte poslovanja jedne kompanije. Implementirani ERP sistem je u mogućnosti da integriše poslovanje različitih dijelova firme (kao npr. računovodstvo, prodaja, proizvodnja, itd.) u jednu jedinstvenu cjelinu. Tako se dobija sistem preko kojeg je moguće, s jedne strane, upravljati svim ljudskim i materijalnim resursima, a s druge - planirati, razvijati i pratiti poslovne procese i procedure.

is an organizational set of processes that will help to gather the necessary information on consumers, sales, marketing efficiency, consumer reactions and market trends. CRM helps business use of technology and human resources to gain insight into the behavior and value of consumers.

Download: Electronic transfer of information from a remote computer to your computer. Downloading anonymous FTP files is a popular way to get free public domain software.

DSL (Digital Subscriber Line): Type of fast internet connection using standard telephone pairs. It can also be a type of broadband connectionxDSL, ADSL itd.: Transfers made through Internet networks based on the protocol and through other computer networks. Goods and services are ordered through these networks, but payment and final delivery of goods or services can be carried out online or off-line. Orders received by phone, fax or e-mail are not included in the e-commerce category.

E-mail: Electronic message transmission, including text and attachments, from one computer to another located inside or outside the organization. This includes an electronic mail via the Internet or other computer networks.Electronic commerce: E-commerce (Electronic Commerce EC electronic store) is the purchase or sale of goods or services over the Internet, in particular through the World Wide Web service. In practice, this term is often used instead of a recent term e-business, which means doing business onlineERP (Enterprise Resource Planning): ERP is, in short, a software system that tracks all aspects of enterprises business. The implemented ERP system is able to integrate the business of various parts of the company (such as accounting, sales, production, etc.) into one single entity. This creates a system through which it is possible, on the one hand, to manage all human and material resources, and on the other, to plan, develop and monitor business processes and procedures

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