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The Republic of North Macedonia has successfully completed the Enhancing e-Government project, a nationwide initiative focused on digitalizing public sector registers, expanding the availability of electronic services, and strengthening interoperability across government institutions to improve accessibility for citizens and businesses. The project represents a significant step in strengthening the country’s digital public infrastructure and transitioning towards a more user-centric public service environment.
The initiative was launched by the Delegation of the European Union to North Macedonia, supporting the country’s reform and digital transformation agenda. Implemented between December 2019 and November 2025, the project was carried out in collaboration with multiple public sector institutions and international partners as part of a whole-of-government approach.
NRD Companies contributed to the digitalization of 11 previously non-digitalized registers, particularly in the tourism and energy sectors, and supported their integration into the national e-government ecosystem. The company worked closely with the Ministry of Economy, responsible for the tourism and energy sectors, and the Ministry of Information Technology, among other stakeholders involved in the initiative.
From Institution-Centric to User-Centric Service Delivery
Prior to the project, public services in North Macedonia were largely structured around administrative processes rather than user needs. While a national e-service catalogue was already in place, the project expanded the existing ecosystem through the development of new e-services, digitalization and consolidation of registers, and integration of these services with the national portal for e-services.
To address these challenges, the project introduced a life-event-based e-service model, reorganizing public services around key moments in the lives of citizens and businesses. This approach improves clarity, accessibility, and usability across the entire service journey.
The model introduced a structured national e-service catalogue with clearly defined processes, stages, and service descriptions, creating a more consistent and user-friendly service environment.
Expanding Digital Services and Strengthening Core Systems
A key outcome of the project is the development of 135 new digital public services, significantly increasing the availability of online services, and reducing reliance on in-person administrative procedures.
In addition, 35 services were integrated with these registers, enabling digital data exchange between users and public institutions. This allows institutions to process applications remotely, request additional information digitally, and make decisions without paper-based workflows.
Supporting Efficient and Transparent Public Administration
By introducing structured service processes and enabling digital workflows, the project simplifies administrative procedures and improves coordination between institutions. Public authorities benefit from more efficient service processing, while citizens and businesses gain clearer access to services and improved user experience.
These improvements contribute to reduced administrative burden, increased transparency, and more efficient public service delivery.
A Foundation for Continued Digital Transformation
The Enhancing e-Government project establishes a scalable foundation for further digital development in North Macedonia. Based on European best practices and a life-event methodology, the model supports the continued evolution of digital public services and can be adapted across different institutional contexts.
By shifting from institution-centric to user-centric service delivery, the project strengthens the accessibility, efficiency, and sustainability of North Macedonia’s digital government ecosystem.
