Presentation by Rozalinda Stojova, Ministry of Information Society and Administration, Republic of North Macedonia, at seminar 2, held on 18 March 2021, which addresses digital government principles and building blocks. This 2nd event takes place in the framework of a series of three webinars organised by the SIGMA Programme, a joint initiative of the OECD and EU, principally financed by the EU, on the role of life events in end-to-end public service delivery.
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Rozalinda Stojova, digital government, public service delivery, SIGMA, 18 March 2021
1. Digital government building blocks in
Macedonian Government
Digital government principles and building blocks in the context of end-to-end public service delivery
18, March, 2021
2. Basic country data
Population: 2,084,367 million
Internet Penetration: 79,3 %
Area: 25,713 km2
Currency: MKD
GDP: 12.547 b (2019)
3. The traditional user journey
CITIZENS
Institution #1
Institution #2
Institution #7
Institution #4
Institution #6
Institution #3
Institution #5
4. Main challenges
4
Low awareness
Insufficient human resources
“Local solutions are the best and most secure”
Ownership of the data
Fear of the new things
…
5. Activities over time
Uslugi.gov.mk
2001
2010
2003-
Institutional
Information
Systems
2003
Law
Electronic
Signature
IOP
pilot
2011
Law on
Electronic
Management
LGAP
IOP
Framework
2015
Catalogue of services v1
IOP Platform
2016
2019
Laws: LEMES, LEDEITS, LCPR
Catalogue of services v2
CP register
National E-services Portal
2001: Electronic signature service providers on the
market
2010: Interoperability platform described, Once-only
principle
2011: IOP in place
2016: Structured services register,
2019: Laws describing Catalogue of services, Single
point of Services, Central Population Register, eIDAS
2019: CPR accessible and connected, National e-
services Portal launched: central, SSO, pre-filled,
payment
Single Point of Services
New e-services
2020
6. Catalogue of services
6
Basic information
Contact information
Responsible authority
Regulations
Process documents
Conditions
Proofs
Payment
FAQ
Basic information:
Description
Type of service
Submission
Getting the document
Natural/ Legal entity
Central/ Local level
Electronic/ Paper
Category & sub
Life events
9. Life events on uslugi.gov.mk
Newborn child
Education
Marriage/ Divorce
Housing and Residence
Employment
Starting a Business
Categories
and
sub-categories Retiring
Death
Illness/ Disability
Natural Disaster
Vehicles and Travel
Personal Documents
Life events
10. Main findings for services digitalization
10
Two types of services (administrative procedures):
Real acts
Administrative acts
Real acts:
Data known
Document issued
Administrative acts:
Conditions
Proofs (mainly real acts)
Data exchanged
New data recorded
Document issued
11. Building the infrastructure
Central Population
Register
Catalogue of
Services
Single-Sign-On Signing Infrastructure
National Interoperability Platform
National E-Services Portal
Institution 1 Institution 2 Institution n
13. Optimization, guillotine and zero-stop-shops
13
Guidelines for Optimization of Services (https://ener.gov.mk/Default.aspx?item=newdocumentdetails&detalisId=20)
”The first rule of any technology used in a business is that automation
applied to an efficient operation will magnify the efficiency. The second is
that automation applied to an inefficient operation will magnify the
inefficiency”. – Bill Gates
“optimize first” approach instead “digital first” approach
Examples:
Health insurance for newly employee – SEA and HIF
Lost personal ID documents – MoI – Official gazette
14. Digital transformation – lessons learnt
14
Digital transformation is social transformation
Regulators must go along transformation
e-services do not replace but improve administrative decisions
Transforming human to data driven decisions
Single Point of Services
Promotion matters – If nobody has heard, it didn’t happen
Optimize first vs digital first, design digitally
Zero-stop-shop services are invisible but appreciated
15. What next?
15
Re-engineer processes
Digitalize registers
Ensure regulations follow the pace
Re-engineer more processes
Develop new e-services
Think as a user, be a user, think on zero-stop-shop e-services
New functionalities