Since the last WeBER monitoring cycle, North Macedonia has made only limited progress in improving public administration and service delivery. The Ministry of Digital Transformation (MDT) is responsible for coordinating services and the digitisation process, but it lacks sufficient capacity. The Public Administration Reform (PAR) Strategy includes measures for improving service delivery, but there is no central policy for administrative simplification.
Although the central portal for administrative services (uslugi.gov.mk) has more users, it serves only a small portion of the population, and service consistency remains a problem. Citizens can submit feedback on the portal, but the process remains unresolved, as it is often unclear which suggestions, comments, or remarks were considered and how they influenced further improvements—particularly in the context of service enhancements.
The National Interoperability Platform has achieved a 20% increase in transactions. In 2024, 8.5 million transactions were made on the platform, which is connected to over 50 institutions and several private companies. By the end of March 2025, the number had reached nearly 900,000 transactions—a figure 20% higher than the average for 2024.
The Law on General Administrative Procedure (LGAP) aligns with good administration principles but is not consistently implemented, and harmonisation with special laws is incomplete. While there have been improvements in service accessibility and information availability, challenges persist, especially in rural areas. While progress has been made in digitising services, significant gaps in infrastructure, digital literacy, and accessibility remain. The government has introduced supportive legal frameworks, and future efforts are expected to focus on expanding digital services, improving infrastructure, and providing digital literacy programmes. Vulnerable groups, including people with disabilities, still face barriers.
The MDT needs to strengthen its administrative capacity to fully manage and coordinate service delivery and the overall digitalisation process. It must also ensure that e-channels are accessible to vulnerable groups and that services are tailored to their needs. In that regard, the Ministry of Public Administration (MPA) should develop training curricula for public sector staff to improve their ability to assist vulnerable groups in accessing administrative services and to support these populations effectively.
Additionally, the MDT must equip relevant institutions with the necessary tools for implementation and oversight to ensure consistent policy application across public administration. The MDT, along with the relevant institutions, should offer a variety of channels for accessing administrative services, giving citizens the flexibility to choose the most suitable option for their needs. Furthermore, the MDT should coordinate efforts to ensure administrative services are equally distributed across the country and to improve the accessibility of one-stop shops for all citizens, ensuring they are available nationwide.
The assessment of the transparency and citizen centricity of service design and delivery focuses on three critical aspects – 1) citizen-centric service delivery and design, 2) service accessibility and availability of information on services, and 3) digitalisation of service delivery. The first aspect is devoted to examining the extent and manner in which relevant institutions involve citizens in service design and delivery, focusing on the practice of collecting feedback and incorporating it into the (re)design of services. The second aspect focuses on service accessibility, with the emphasis on citizen-friendly approaches when informing on service provision and accessibility of services to persons with disabilities, vulnerable and marginalised groups. Finally, the last aspect examines the progress of the digitalisation of services, highlighting the practice of establishing user-oriented digital platforms and enablers for the citizens. Findings of this report reflect the period since the publication of the PAR Monitor 2021/2022, starting from the second half of 2022, and until the end of 2024.