User Guide for the eČitulje Platform
1. Introduction
The eČitulje platform allows users to quickly and easily manage information related to grave sites and pay tribute to their loved ones. Key functionalities include:
• Transaction transparency: The platform enables quick and secure access to all payments, including those made at physical counters.
• Personalized content creation: Create and edit content on memorial pages, including obituaries, biographies, memorials, and galleries.
The platform is integrated with external systems, enabling reliable data and transaction management.
1.1 Key terms
This section provides key terms used on the platform to ensure a clear understanding of all functionalities:
• Memorial - Announcement of the time and place of a memorial for the deceased.
• Last Farewell and Memories - Personal messages and memories that users can add to the memorial page.
• Biography - A summary of the deceased's life journey, available on the memorial page.
• Gallery - A collection of photos of the deceased, part of the memorial page.
• Memorial Page - A central location for all information about the deceased, including obituaries, memorials, biographies, and galleries.
• Usage Rights Holder - A person with a contract with JKP “Pogrebne usluge” Belgrade for using a grave site.
• Transfer of Usage Rights - Administrative process by which rights to a grave site are transferred to legal or testamentary heirs.
• InfoGris - External system for managing data about grave sites and transactions, fully integrated with the eČitulje platform.
• Virtual Fiscal Receipt (VFR) - An electronically generated fiscal receipt provided to users after a successful transaction, serving as proof of payment.
• Offline Payments: Payments made at physical locations, such as cemetery counters.
• Online Payments: Payments made via the eČitulje platform with instant transaction data updates.
• My Rentals - A personalized section of the user profile for tracking obligations related to renting and maintaining grave sites.
• My Transactions - A section where users can view all completed online transactions and download payment confirmations.
All terms and functionalities comply with the platform's rules, and more detailed information about their use can be found in the text below.
2. Registration and Login
2.1 Creating an Account
To use the platform, you need to register. Registration provides access to all platform functions.
• Step 2: Enter basic details: Name, Email address, and optionally ID Number (to link your account with offline payments and grave site data).
• Step 3: Verify your account by clicking the activation link sent to your email address. After clicking the link, your account will be activated, granting you access to all functions.
2.2 Logging into the Platform
• After logging in, you will access your user profile where you can manage all functionalities.
2.3 Automatic Registration After Payment
If you make a payment without prior registration, the platform allows automatic registration:
• Registration offer: After entering the data, the system will offer the option for automatic account creation.
• Accepting the offer: Accept the option, and the system will automatically generate an account using the provided data.
• Account verification: You will receive an email with an activation link for verification and instructions for creating a password.
• Full access to functions: After verification, you will be able to use all platform features.
3. Publishing Content
The platform allows easy publishing and management of various types of content related to the deceased:
3.1 Obituaries
• Planned improvement: The platform will enable independent online obituary publishing with administrative verification to ensure editor legitimacy and content appropriateness.
3.2 Memorial Services
3.3 Final Farewells and Memories
3.4 Biography and Gallery
The biography of the deceased (up to 500 characters) and a gallery (up to four photos) are available as a unique package that can be purchased for publication on the memorial page.
• After the 12-month period expires, changes are subject to additional fees in accordance with the applicable tariffs.
4. Managing the Deceased's Memorial Page
After scheduling the funeral, the memorial page of the deceased is automatically created. This page contains basic information about the deceased and serves as a central place for preserving memories.
The role of the page editor is taken by the person who attended the scheduling of the funeral at the branch office – the funeral executor. The representative enters the editor's details, allowing them access to manage the content.
Rights and Responsibilities of the Editor
• Content management includes adding and editing:
◦ Biographies and photos in the gallery
◦ Other memories and content related to the deceased.
All entries go through administrative verification to ensure their accuracy and appropriateness before publication. Administrative verification ensures that the content complies with the platform's rules and does not contain inappropriate information.
Features of the Memorial Page
• Memory gallery: The ability to add up to four photos of the deceased. Photos can be periodically updated with new memories.
• Memorials and remembrances: The editor can schedule and publish memorials, which will be visible to all visitors of the memorial page. This feature allows family and friends to organize around special dates.
Additionally, the content of the memorial page can easily be shared with family and friends via social media, enabling the spread of memories and connection with the wider community.
5. Searching and Viewing Information About the Deceased
5.1 The SCHEDULE Page
This functionality allows users to find the schedule of various ceremonies. The page is divided into the following subpages:
• Cremation schedule
• Urn placement schedule
• Memorial schedule
Usage:
• Filtering results is enabled by cemetery, date of birth, or farewell date.
• Clicking on the deceased's name opens the memorial page, which contains additional information and options for viewing memories and adding content.
5.2 The SEARCH DECEASED Page
This page provides access to a database of buried individuals at cemeteries managed by JKP 'Pogrebne usluge' Belgrade. It allows detailed searches by:
• Date of birth/death
• Cemetery, section number, grave site number/type, and
• Other specific parameters
Both functionalities are available to all site visitors without the need for registration. The SCHEDULE page is used to track farewell and memorial dates, while the DECEASED SEARCH page provides a detailed overview of all deceased in the database.
6. Payment and Billing Overview
The review of fees for renting, arranging, and maintaining cemetery grounds can currently only be performed by the primary user of the burial site or the designated representative (if there are multiple users) whose personal ID number is registered in the JKP 'Pogrebne usluge' database.
6.1 Types of Payments
• Online Payments: Made through the eČitulje platform.
6.2 Payment and Debt Overview
The user right holder (NPK) has access to functionalities through the sections "My Rentals" and "My Transactions", which enable:
• Overview of Outstanding Debts – The system displays current debts and payment deadlines.
• Payment Option – Users can directly pay outstanding obligations via credit card from the platform.
• Virtual Fiscal Receipt (VPFR) – After a successful transaction, a receipt is automatically generated and sent to the user's email as proof of payment.
• Payment Updates – In the payment overview for the burial site, the data is visible in the "My Rentals" section the next day, while in "My Transactions", successful payments are immediately displayed.
• If you have questions regarding the visibility of payments, please contact support at podrska@ecitulje.rs.
7. Contact and Support
7.1 User Support via Email
For any questions or technical difficulties, customer support is available via the following email addresses:
In case of transaction errors or payment-related questions, please contact: placanja@ecitulje.rs
• All Other Questions and Technical Support
For help with registration, login, content publication, or general technical issues, contact: podrska@ecitulje.rs
You will receive a response within 24 hours on business days.
7.2 Reporting Issues via Contact Form
Users also have the option to report a problem or ask a question directly through the contact form on the platform. The procedure is as follows:
• Entering Data: In the contact form fields, enter: Full Name, Email Address, and a message with a detailed description of the question or issue
• Sending the Message: Click the "Send" button. Your message will be forwarded to the support team.
You will receive a confirmation email that your message has been received, and the support team will reply to you via email as soon as possible.
7.3 Reporting Issues via Platform - (Planned)
In the future, users will be able to report issues directly through the platform:
• Click on "Customer Support" in the main menu.
• Choose the category of the problem (e.g., registration, payment, content).
• Provide a detailed description of the issue and attach screenshots.
• Send the report.
Customer support will contact you via email with instructions or a solution. This functionality will be available when the number of users and inquiries increases.
8. Additional Resources
8.1 Tips for Efficient Platform Use
Users are advised to register as soon as they access the platform to track payments, manage content, and use all available features.
• Regularly update account information:
Entering your personal identification number (JMBG) and a valid email address ensures access to all features, including offline payment overview and personalized support.
• Take advantage of memorial pages:
Adding content like biographies and galleries helps preserve memories of the deceased. Regular updates to these pages allow family and friends to track changes and add their own memories.
• Check payment status before the payment deadline:
Through the “My Rentals” section, you can keep track of obligations in time to avoid additional costs or delays.
• Use the contact form for quick responses:
If you encounter a problem, be sure to use the contact form on the platform for fast communication with customer support.
• Keep access parameters secure:
For additional security, retain all verification information so that you can quickly access your account or make changes.
• Actively follow news and notifications:
The platform regularly publishes updates and news that can help you better use all features.
8.2 Video Tutorials and Guides
For visual explanations and detailed instructions on using the platform, check out our video guides:
• Link to video guide 2
These tutorials will help you quickly familiarize yourself with the basic and advanced features of the eČitulje platform.
9. Conclusion
The eČitulje platform provides a simple and secure user experience. For detailed information about features, security, and navigation, please refer to additional documents: Privacy Policy, Terms of Use, and Frequently Asked Questions (FAQ).
If you still have questions or encounter difficulties using the platform, please contact our customer support through the following channels:
Our team is here to assist you as quickly as possible.
