Presentation given by the Republic of North Macedonia at Building a sustainable quality management approach - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Stage 1: Building for excellence.

1. A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
NORTH
MACEDONIA
CAF
Republic of North
Macedonia

2. 1
CAF – Republic of North Macedonia
Msc. Emilija Georgieva Gjoshevski
Ministry of Information Society and Administration

3. 2
• The Strategy for Public Administration Reform (2023-2030) with
Action Plan and the National Quality Management Plan 2023-2025
provides activities related to CAF;
• The Ministry of Information Society and Administration (MISA) represents
National contact point and resource center for introducing the CAF model, as well as:
• MISA maintains a register of institutions that have implemented the CAF model;
• MISA maintains a register of certified facilitators for the implementation of
The CAF model;
• MISA organizes a variety of activities to support and promote the implementation of
the CAF model;
• MISA offers consultations on the implementation of the Law on the introduction of a
system for QM and the common framework for performance assessment.
Activities in North Macedonia

4. 3
USERS OF THE CAF MODEL IN THE
REPUBLIC OF NORTH MACEDONIA
There are 44 users in the register of users of the CAF model
►In the last three years, CAF 2020 has been implemented by three institutions
with the support of RESPA:
●Ministry of Information Society and Administration 2022
●Ministry of Agriculture, Forestry and Water Management 2023
●State Commission for Prevention of Corruption 2023
→Secretariat for legislation is in the Implementation plan for 2024

5. 4
◼ („Official Gazette of the Republic of Macedonia "No. 69/13 and 193/15 and "Official Gazette of the
Republic of North Macedonia" no. 215/21)
◼ The purpose of this law is the introduction of international or Macedonian standards of a quality
management system and the Common Framework for assessing the operation and provision of services
in the civil service for the relevant area, which will ensure a better quality of services in the civil service.
◼ Introduction of Quality Management standards
◼ Introducing a Common Assessment Framework
◼ Contact point and resource center for the introduction of the Common Assessment Framework
◼ Establishing a Coordinating Body for the management of the QM system and the common framework for
assessing the operation and provision of services in the civil service on the proposal of the Ministry of
Information Society and Administration.
◼ Evaluation of the implementation of the Law on the introduction of a quality management system and the
common framework for the assessment of the operation and provision of services in the civil service

6. 5
Good practices
❖ Implementation of the CAF model in the City of Skopje
• Achieved results - In the period of implementation of the plan, about 90% of the rapidly feasible ones were realized
and measures to improve the situation;
• A notice on the implementation of the CAF model was submitted to the Ministry of Information
society and administration;
• A report on the implementation of the CAF measures was submitted every two months to the top management and
to all employees.
❖ Implementation of the CAF model in the Customs Administration
• The implementation of the quickly implemented measures as well as the measures to improve the conditions is monitored o
quarterly level;
• In the first quarter of 2017 (January-March) a total of 13 measures or 36,1% were implemented,
in the second quarter (April-June 2017);
• 16 measures or 44,44% were implemented, while in the third quarter (July-September 2017)
the realization of these measures amounts to 50%.

7. 6
Implementation of the CAF
Model in MISA
Drafting Project assignment: November 2021
Adaptation of the CAF questionnaire: December 2021
Informing employees: December 2021
Communications Plan: December 2021
Selection of the CAF team: finished by MISA concluding the Project Task
CAF training: January 2022
Individual self-assessment: January-March 2022
Self-Assessment Evaluation and CAF Consensus Building Workshop: April 2022
CAF Self-Assessment Report: May 2022
CAF Improvement Plan Workshop: May 2022
CAF Improvement Plan Report: May 2022
Implementation of the CAF Project: MISA
Presentation of the results of the CAF implementation: December 2022

8. 7
Лидерство
Стратегија
и
планирање
Луѓе
Партнерство и ресурси
Процеси
Резултати кон луѓето
Резултати кон
граѓаните/потрошувачите
Социјални резултати
Главни резултати од
работата
ОВОЗМОЖУВАЧИ
РЕЗУЛТАТИ
ИНОВАЦИЈА И УЧЕЊЕ
• For the implementation of the project, the Ministry of Information Society and Administration
provides support from the Regional Quality Management Center (RQMC)
at the Regional School of Public Administration (ReSPA).
• CAF was realized by conducting a self-assessment of the organization through the defined
9 criteria (and 28 sub-criteria), proposing and harmonizing measures to improve the
identified weaknesses and adoption of an action plan / improvement plan based on
the established measures.
• Realization of the established goals: 80% adoption of the Improvement Plan
• MISA has successfully undergone a PEF procedure in November 2023, and is still awaiting
the CAF certificate

9. 8
USEFUL LINKS
- http://kvalitet.mioa.gov.mk/en/home-en/

10. 9
Thank you for your attention!