About the Client 

The project was initiated by the Delegation of the European Union (EUD) in North Macedonia and implemented in cooperation with national institutions. 

Key beneficiaries included the Ministry of Economy, responsible for the Tourism and Energy sectors, and the Ministry of Information Technology, with which NRD Companies worked closely during the implementation. 

The project formed part of a broader whole-of-government initiative involving multiple ministries, national agencies, registries, courts, as well as education and business institutions. The implementation involved multiple stakeholders and delivery partners contributing to different components of the project.

Challenge 

Prior to the project, public services in North Macedonia were fragmented across institutions and primarily designed from an institutional rather than user perspective. 

Although e-services and service catalogues were already available, services were not structured around life events. As a result, citizens and businesses faced difficulties in understanding administrative processes, such as starting a business, losing a job, or pursuing education. 

Service discovery and usage were further complicated by: 

• Lack of standardized classification of services  
• Complex and multi-step procedures involving multiple institutions  
• Limited clarity of service processes and requirements  

These challenges created administrative burdens for both users and public institutions. 

Solution and Benefits

To address these challenges, the project introduced a life-event-based approach to structuring public services and supported the development of a national e-service catalogue. 

The solution included: 

• Identification and classification of public services within a unified catalogue  
• Development of new digital public services for citizens and businesses 
• Development of clear service descriptions, including defined process steps and stages  
• Creation of a standardized e-service catalogue  

In total, the project resulted in the development of 135 new online services. 

As part of the broader project, NRD Companies contributed by digitalizing 11 previously non-digital registries and integrating them with newly developed services, including 35 integrated services. The registries covered tourism and energy-related domains, including accommodation and catering services, tourism agencies, and energy audit authorization and licensing processes. 

These registries established a structured foundation for digital service delivery and integration. Selected registries have been put into operational use, while the broader set supports further phased implementation and expansion. 

The digitalization of registries enabled: 

• Direct digital submission of information to institutions  
• Remote processing of applications and decision-making  
• Reduced reliance on paper-based applications  
• Simplified data storage and tracking of changes  
• More efficient handling of service requests by institutions  

NRD Companies’ Products Implemented and Services Provided

Within the scope of the project, NRD Companies provided the following services: 

• E-government consulting  

NRD Companies was responsible for the design and development of 11 registries, including: 

• Register of Authorisation (RoA)  
• Register of Registers (RoR)  
• Register of Hotels (RH)  
• Register of Restaurants (RR)  
• Register of Nightclubs (RN)  
• Registers of tourist agency – tour operator (RTO)  
• Registers of tourist agency – sub agent (RTS)  
• Register of Authorizations for energy auditor of Large Enterprises (RAL)  
• Register of Authorizations for energy auditor of Buildings (RAB)  
• Register of Licenses for performing energy audits of Buildings (RLB)  
• Register of Licenses for performing energy audits of Large Enterprises (RLL)  

These registries were integrated into the national e-service ecosystem as part of the overall project implementation.

Expected Results 

The project establishes a foundation for improved public service delivery and further digital transformation in North Macedonia. 

Key expected results include: 

• Simplified administrative processes  
• Improved collaboration between institutions  
• Increased accessibility and usability of public services  
• A structured basis for future digitalization initiatives  

The expansion and standardization of digital services, together with the integration of registries, contributes to a more coherent and user-oriented e-government system. 

Replicability 

The project demonstrates a replicable approach to addressing fragmented public service delivery through structured digital transformation. 

The model can be adapted in other contexts by applying: 

• Life-event-based service structuring  
• Expansion and integration of digital public servicesRegistry digitalization and integration  

This approach is particularly relevant for countries implementing large-scale, multi-stakeholder digital government initiatives. 

SDGs Addressed

The civil registration system modernization directly contributes to several United Nations Sustainable Development Goals (SDGs):

SDG 8: Decent Work and Economic Growth

Reduces administrative burdens and enhances citizen access to employment and financial services.

SDG 9: Industry, Innovation, and Infrastructure

Establishes a resilient digital framework for civil registration and governance.

SDG 16: Peace, Justice, and Strong Institutions

Ensures legal identity for all, reducing barriers to justice and essential services.