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How to Provide More Accessible and Quality Services to Citizens?

Skopje, March 21st, 2019

The Center for Change Management and the Ministry of Information Society and Administration organized a public debate discussing the topic "How to Provide More Accessible and Quality Services to Citizens?". The debate was held on 21.03.2019 (Thursday) in Alexander Palace Hotel - Skopje.

The event was launched with opening remarks from the Minister of Information Society and Adminstration, Mr. Damjan Manchevski, Mr. Richard Mallion from the British Embassy to Skopje, Ms. Nela Maleska Sachmaroska, Executive Director of the Center for Change Management and Mr. Aleksandar Nikolov from Association Zenith.

The Minister of Information Society and Administration, Mr. Damjan Manchevski, underlined the importance of processes he jointly defines as "mass digitalization" that would provide faster and more quality services to citizens and businesses. In a greater commitment to modernize public administration, the Ministry leads the process of introducing a new legal framework to provide electronic services, strengthen the technology infrastructure in public institutions, and build capacities of institutions to deliver electronic services for citizens to accept and to use.

Mr. Richard Mallion, Head of Programmes of the British Embassy to Skopje shared an excellent example of services offered electronically to U.K. citizens, and North Macedonia is well on its way to implement such services as well. He said that the Government of the United Kingdom will continue to support such reforms until North Macedonia becomes an exceptionally good example of a functional public administration.

Ms. Nela Maleska Sachmaroska, Executive Director of the Center for Change Management explained that the reasons and motivation of the civil society sector to engage in improvement of services lie behind the fact that administration reforms generally only cover the work of officers internally, and citizens are not included in that process. The very necessity to develop a concept of public service delivery according to citizens' needs and demands, and not according to views of institutions that deliver services, demands an establishment of such forum that would focus on providing quality to citizens.

The underlying aim of this public debate were challenges and solutions in public service delivery. The focus of proposed solutions discussed during the debate was put on optimization and digitalization of services, with a view to collect opinions of all stakeholders regarding these topics and do define solutions aimed at citizens' needs.

During the event, findings were also presented from the survey of citizens' satisfaction with public services, as well as draft-recommendations to improve public services. The event also included a presentation of the process of entering and verifying public services in the Public Service Catalogue, by experts and representatives of the Ministry of Information Society and Administration. 

This public debate was part of the project "Citizen-Oriented Approach in Public Service Delivery", focused on developing the concept of public service delivery according to citizens' needs and demands, and not according to views of institutions that deliver services. Project activities primarily cover strengthening capacities of civil society organizations to protect citizens' interests and fundamental rights, whereby they would contribute to strengthening one of the main pillars of contemporary democratic societies - accountable, transparent, open, inclusive and effective public administration with high quality services for citizens. The project is supported by the European Union and the Government of the United Kingdom, and implemented by the Center for Change Management - CCM.

Ministry of Information Society and Administration