NATIONAL PAR-MONITOR 2017/2018: Macedonia
NATIONAL PAR-MONITOR 2017/2018: Macedonia

Author(s): Aleksandra Ivanovska, Angel Mojsovski, Simonida Kacarska
Subject(s): Civil Society, Governance, Public Administration
Published by: WeBER - Western Balkan Enablers for Reforming Public Administration
Summary/Abstract: The general perception of citizens in Macedonia regarding the quality and accessibility of administrative services is divided. Almost the same percentage of citizens believe and disagree that dealing with the administration has become easier in the past two years. This leads to the conclusion that their experiences when acquiring services depends on the institution provider and the type of services that are provided. Nevertheless, the survey has also shown that digitalization has contributed to the positive opinion of citizens, as well as the general tendency and commitment of service providers to securing wider encompassing e-services. However, even though citizens think that e-services represent a step forward and they believe they are easy to use, they rarely use them. On the other hand, it is evident that the Government needs to improve its communication and consultation with citizens, as the perception is quite negative. Half of the citizens think that the administration has not asked for their opinion on how to improve administrative services and more than a half share the opinion that the Government has not used proposals from the citizens to improve the services. It is also unclear whether the Government has even conducted surveys and collected proposals from citizens, as this feedback is not available online.

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