Presentation by Rozalinda Stojova, Ministry of Information Society and Administration, Republic of North Macedonia, at seminar 2, held on 18 March 2021, which addresses digital government principles and building blocks. This 2nd event takes place in the framework of a series of three webinars organised by the SIGMA Programme, a joint initiative of the OECD and EU, principally financed by the EU, on the role of life events in end-to-end public service delivery.

1. Digital government building blocks in
Macedonian Government
Digital government principles and building blocks in the context of end-to-end public service delivery
18, March, 2021

2. Basic country data
 Population: 2,084,367 million
 Internet Penetration: 79,3 %
 Area: 25,713 km2
 Currency: MKD
 GDP: 12.547 b (2019)

3. The traditional user journey
CITIZENS
Institution #1
Institution #2
Institution #7
Institution #4
Institution #6
Institution #3
Institution #5

4. Main challenges
4
 Low awareness
 Insufficient human resources
 “Local solutions are the best and most secure”
 Ownership of the data
 Fear of the new things
 …

5. Activities over time
Uslugi.gov.mk
2001
2010
2003-
Institutional
Information
Systems
2003
Law
Electronic
Signature
IOP
pilot
2011
Law on
Electronic
Management
LGAP
IOP
Framework
2015
Catalogue of services v1
IOP Platform
2016
2019
Laws: LEMES, LEDEITS, LCPR
Catalogue of services v2
CP register
National E-services Portal
 2001: Electronic signature service providers on the
market
 2010: Interoperability platform described, Once-only
principle
 2011: IOP in place
 2016: Structured services register,
 2019: Laws describing Catalogue of services, Single
point of Services, Central Population Register, eIDAS
 2019: CPR accessible and connected, National e-
services Portal launched: central, SSO, pre-filled,
payment
Single Point of Services
New e-services
2020

6. Catalogue of services
6
 Basic information
 Contact information
 Responsible authority
 Regulations
 Process documents
 Conditions
 Proofs
 Payment
 FAQ
Basic information:
 Description
 Type of service
 Submission
 Getting the document
 Natural/ Legal entity
 Central/ Local level
 Electronic/ Paper
 Category & sub
 Life events

7. Catalogue of services
7

8. Catalogue of services

9. Life events on uslugi.gov.mk
 Newborn child
 Education
 Marriage/ Divorce
 Housing and Residence
 Employment
 Starting a Business
Categories
and
sub-categories  Retiring
 Death
 Illness/ Disability
 Natural Disaster
 Vehicles and Travel
 Personal Documents
Life events

10. Main findings for services digitalization
10
 Two types of services (administrative procedures):
 Real acts
 Administrative acts
Real acts:
Data known
Document issued
Administrative acts:
Conditions
Proofs (mainly real acts)
Data exchanged
New data recorded
Document issued

11. Building the infrastructure
Central Population
Register
Catalogue of
Services
Single-Sign-On Signing Infrastructure
National Interoperability Platform
National E-Services Portal
Institution 1 Institution 2 Institution n

12. Building the infrastructure
E-services
web services
middleware, institutional IS
registers
Institutions
Citizens, Businesses

13. Optimization, guillotine and zero-stop-shops
13
 Guidelines for Optimization of Services (https://ener.gov.mk/Default.aspx?item=newdocumentdetails&detalisId=20)
”The first rule of any technology used in a business is that automation
applied to an efficient operation will magnify the efficiency. The second is
that automation applied to an inefficient operation will magnify the
inefficiency”. – Bill Gates
“optimize first” approach instead “digital first” approach
 Examples:
 Health insurance for newly employee – SEA and HIF
 Lost personal ID documents – MoI – Official gazette

14. Digital transformation – lessons learnt
14
 Digital transformation is social transformation
 Regulators must go along transformation
 e-services do not replace but improve administrative decisions
 Transforming human to data driven decisions
 Single Point of Services
 Promotion matters – If nobody has heard, it didn’t happen
 Optimize first vs digital first, design digitally
 Zero-stop-shop services are invisible but appreciated

15. What next?
15
 Re-engineer processes
 Digitalize registers
 Ensure regulations follow the pace
 Re-engineer more processes
 Develop new e-services
 Think as a user, be a user, think on zero-stop-shop e-services
 New functionalities

16. THANK YOU!
Rozalinda Stojova
Head of Sector for support and development of Information Society
Rozalinda.Stojova@mioa.gov.mk