End of Commitment Report – Promoting digitalization in the municipality

Name of Evaluator

Danijela Andonova and Gorana Andonova

Email

[email protected]

Member Name

Kisela Voda, North Macedonia

Action PlanAction plans are at the core of a government’s participation in OGP. They are the product of a co-creation process in which government and civil society jointly develop commitments to open governmen... Title

Action plan – Kisela Voda, North Macedonia, 2025 – 2025

CommitmentOGP commitments are promises for reform co-created by governments and civil society and submitted as part of an action plan. Commitments typically include a description of the problem, concrete action...

Promoting digitalization in the municipality

Title

Promoting digitalization in the municipality

Action

To obtain the requested document, it is necessary to visit the relevant departments and units in the Municipality to finalize the process of issuing the necessary documentation. This makes the e-service incomplete: the request for a certain document can be submitted electronically, but the document cannot be issued online and received by e-mail. The collection of the issued documentation is an additional consumption of time and energyEnsuring universal access to sustainable, dependable, and affordable energy is critical to every aspect of prosperity. Increasing public oversight and transparency in the energy sector can help to ens... More of citizens and reduces the value, efficiency, and effectiveness of the e-services of the Municipality of Kisela Voda. The introduction of the electronic signature through the creation of an electronic seal will complete the process of e-services of the Municipality of Kisela Voda. After applying for a certain document online, citizens will also receive the requested document electronically, thus the whole process will be entirely digitalized. In this way, citizens will obtain the documents needed in a much faster and easier manner, and at the same time, the efficiency of the municipality will be enhanced. Moreover, the public trust in the process will be increased, and at the same time, this will contribute to expanding the horizons of the community for the era of digitalization that is here, and that overcomes traditional ways of functioning.

Problem

The increasing growth of digitalization and modernization is inevitably reshaping all societies globally. At the national level, steps have been taken towards a modern information society and digitalization of government services at the central and local levels: a decision of the Government of Macedonia was adopted to establish a National Council for the Digital TransformationGovernments are working to increase access to and quality of government services, improve transparency, and create opportunities for participation by using information and communications technologies.... More of Society, a separate Ministry for Information Society and Administration was established, where several strategic documents and programs were adopted. In May 2024, the Municipality of Kisela Voda promoted its new, modern, and digitalized website. The website contains information about current events and activities, information about the work of the Municipal Council and relevant sectors, strategic documents, programs, and action plans. Digital services of the municipalities are closely intertwined with citizen participationAccording to OGP’s Articles of Governance, citizen participation occurs when “governments seek to mobilize citizens to engage in public debate, provide input, and make contributions that lead to m... More and represent an important aspect for the improvement of governance and implementation of public services. Digitalization enables faster and efficient delivery of services, while participation includes the community in the decision-making and planning processes. Combining these two aspects can have a major positive effect on local governance: online platforms for submission of documents and requests, Digital advisory platforms, E-services, and automation. By establishing participatory online mechanisms, citizens can have direct contact in decision-making processes.

1.1 What was the overall level of progress in the commitment implementation at the time of this assessment?

complete

Provide a brief explanation of your answer:

Based on impartial and objectively verifiable evidence, the implementation of the commitment is considered complete at the time of this evaluation. All planned activities and objectives have been fulfilled as intended, with clear documentation and measurable results supporting this assessment. The evidence confirms that the commitment has been carried out in full, demonstrating a high level of compliance and effectiveness. The evaluation finds no discrepancies between the intended outcomes and what has been achieved.

The major outstanding piece is turning the e-seal into routine, fully operational use in all applicable e-services, and verifying that citizens can receive final documents electronically without physical collection.

Provide evidence that supports and justifies your answer:

Submission and delivery_I.pdf
Submission and delivery_II.pdf

1.2 Describe the main external or internal factors that impacted implementation of this commitment and how they were addressed (or not).

Internal factors that may have an impact on the implementation of the commitment for “Promotion on digitalization in the work on the municipality of KiselaVoda” are human resources and institutional capacity, which, after the testing period, showed a high level of readiness and qualifications.
Another possible internal obstacle to the implementation of this commitment is the level of technology and infrastructure in the municipality, which means ensuring that technical systems such as a website, an e-services platform, and secure systems for issuing and validating electronic seals are in place, robust, and secure. Therefore, the Action Plan envisaged a period of testing the use of the electronic seal before full implementation. The test period did not show any errors or incompatibilities.

External factors that may have an impact on the implementation of this commitment are national policy and legislationCreating and passing legislation is one of the most effective ways of ensuring open government reforms have long-lasting effects on government practices. Technical specifications: Act of creating or r..., which are regulated by law in Macedonia. Also, internet accessibility, secure telecommunications, digital literacy, and cybersecurity, where there may be limitations in national interoperability platforms or integration of services with national databases. Although not all of them are specific to Kisela Voda, these are broader external constraints. Citizens’ expectations and trust in digital services, awareness of them, and readiness to move away from paper-based processes also play a major role. To overcome this potential obstacle, the Municipality of Kisela Voda has engaged citizens through local communities and public communications.

1.3 Was the commitment implemented as originally planned?

All of the commitment milestones were implemented as planned

Provide a brief explanation of your answer:

1. Consultations with the already selected economic operator for the design and creation of an electronic seal have been realized from 01.02.2025 until 31.03.2025 according to the Action Plan
2. Implementation of the digital seal and upgrade of the website in the existing e-services section has been realized from 01.04.2025 until 31.05.2025 according to the Action Plan
3. Test period: a period in which the functioning of the electronic seal was tested and implemented from 01.06.2025 until 30.06.2025 according to the Action Plan
4. The official start of the use of electronic seals when issuing documents through the e-services system of the Municipality of Kisela Voda began on 01.07.2025. The measurements foreseen by the Action Plan were completed on 31.08.2025.

The use of the digital seal continues to function.
All milestones were updated on time.

Provide evidence for your answer:

Informing Partners about milestones.pdf
Digital seal received.pdf

2.1.1. – Did the government disclose more information; improve the quality of the information (new or existing); improve the value of the information; improve the channels to disclose or request information or improve accessibility to information?

Yes

Degree of result:

Major

Explanation: In narrative form, what has been the impact on people or practice.

The local government’s move toward digitalization and the implementation of a digital seal have brought noticeable changes to both the day-to-day experience of citizens and the internal practices of public administration.
Since the implementation of the digital seal on the municipality’s e-services platform, the practice has undergone a significant transformation. This technology has brought a new level of security, authenticity, and efficiency to how information is shared and requested. Previously, processes were slower, often relying on physical documentation. With the digital seal in place, documents are now verified faster, ensuring they haven’t been altered and originate from a trusted source.
This shift has led to more streamlined communication channels. The citizens and private entities can now request documents and information with greater confidence. Requests for data that once took days or weeks are now processed in a very short time, thanks to the validation and secure digital exchange.

Access to information has also become more streamlined. Through the e-services, information that was once buried in bureaucracy is now more accessible, particularly for those who may have previously faced barriers such as mobility issues, geographic distance, or limited office hours.
Moreover, the transparencyAccording to OGP’s Articles of Governance, transparency occurs when “government-held information (including on activities and decisions) is open, comprehensive, timely, freely available to the pub... More brought by the digital seal has strengthened trust among users and stakeholders. Citizens and organizations benefit from easier access to information, and the assurance that what they receive is official and unmodified. Ultimately, the digital seal has not only improved operational workflows but also enhanced the integrity and responsiveness of information in the municipality.
The digital seal, though a technical feature, has come to symbolize this broader shift toward modern governance and citizen-centered service delivery.

Provide evidence for your answer:

E-services.pdf

2.1.2. – Did the government create new opportunities to seek feedback from citizens/enable participation inform or influence decisions; improve existing channels or spaces to seek feedback from citizens/enable participation/ inform or influence decisions; create or improve capabilities in the government or the public aimed to improve how the government seeks feedback from citizens/enables participation/ or allows for the public to inform or influence decisions?

Yes

Degree of result:

Major

Explanation: In narrative form, what has been the impact on people or practice.

The Municipality of Kisela Voda’s digitalization efforts, including the adoption of a digital seal, have had an impact on citizen feedback and participation. As part of a broader digitalization agenda, the Municipality of Kisela Voda has taken significant steps to strengthen the relationship between the services of the municipality and the citizens, especially in the way it listens, engages, and responds to community input.
Traditional avenues for obtaining municipal documents in paper form are now enhanced through digital tools, enabling remote participation, reducing waiting times, expanding information, and reducing procedural delays. Citizens who may have previously found it difficult to physically access the necessary documents can now virtually access e-services on the municipality’s website, making the process more inclusive and equitable.
On the municipal side, efforts have been made to raise awareness among citizens and build digital literacy, ensuring that more people can understand and use the tools available to them. This included working and communicating through the Local Communities.
The introduction of the digital seal on the municipality’s e-services platform marked a significant step forward in strengthening institutional capabilities for secure, transparent, and trustworthy digital governanceAs evolving technologies present new opportunities for governments and citizens to advance openness and accountability, OGP participating governments are working to create policies that deal with the ... More. By authenticating official documents and communications, the digital seal has enhanced the credibility of interactions between citizens and the municipality, reducing the risk of misinformation or data tampering. This improvement has not only increased public confidence in digital services but also encouraged more citizens to engage with the platform—whether to request information, submit feedback, or participate in local decision-making processes. As a result, the municipality is now better equipped to manage digital communication in a reliable, secure, and verifiable manner. This foundational capability supports broader participation by ensuring that citizens can interact with their government through channels they trust. In turn, it lays the groundwork for more responsive and transparent governance.
The digitalization strategy of the municipality of KiselaVoda clearly laid the foundations for a more participatory form of governance. By integrating a complete digital service process into its digital platforms and aligning internal practices with citizen and administration engagement, the government moved closer to a service model that is not only more efficient but also more democratic.

Provide evidence for your answer:

Results official.pdf
Results testing.pdf

2.1.3 Did the government create or improve channels, opportunities or capabilities to hold officials answerable to their actions?

Yes

Degree of result:

Major

Explanation: In narrative form, what has been the impact on people or practice.

The introduction of the digital seal by the municipality has contributed to improving accountability mechanisms in public administration. The introduction of the digital seal on the municipality’s e-services platform has contributed to strengthening accountability mechanisms within the municipality. By enhancing the security and transparency of official documents and communications, citizens are now better equipped to verify the authenticity of government actions. This technological advancement has fostered a culture of trust and increased public scrutiny, encouraging officials to act with greater responsibility and responsiveness.
These improvements represent a significant step toward a more accountable and participatory governance model, ultimately empowering citizens and reinforcing the municipality’s commitment to transparency. The use of digital seals represents a significant step towards institutionalizing transparent, verifiable, and accountable governance practices. It helps create a foundation upon which stronger oversight and citizen engagement can be built.

Provide evidence for your answer:

Digitalen pecat Ovlastuvanje.pdf

2.1.4 Other Results

Yes

Degree of result:

Major

Explanation: In narrative form, what has been the impact on people or practice.

Beyond the primary improvements in security, transparency, and citizen engagement, the implementation of the digital seal has generated additional valuable outcomes. It has fostered a culture of digital literacy among municipal staff and citizens alike, encouraging more widespread use of e-services and boosting confidence in digital transactions. The initiative has also contributed to operational efficiencies by reducing paperwork and streamlining administrative processes.
By digitizing official documents with a secure digital seal, the local government better protects critical records from loss, damage, or unauthorized alteration. This is especially valuable in times of crisis – such as natural disasters or public emergencies – where paper-based systems can be vulnerable. In addition, digital seals foster a culture of innovation and modernization within local government and the community, especially among those citizens who are still accustomed to “handing over a paper document.” The implementation of the use of digital seals and the finalization of some online services to citizens acted as a catalyst for a broader digital transformation, encouraging a rethinking of traditional and conservative habits and the acceptance of new technologies. This cultural shift not only improves efficiency but also helps to change the consciousness of the community and attract qualified professionals who are eager to work in a more advanced environment.
The use of digital seals also supports environmental sustainability efforts by reducing reliance on paper-based processes, reducing printing costs, and minimizing the need for physical storage. This is in line with broader government commitments to reduce the environmental footprint and promote more environmentally friendly management.
Furthermore, the municipality’s commitment to leveraging digital technologies has strengthened its reputation as a modern and responsive government, attracting interest from other local governments seeking to adopt similar measures. These complementary results demonstrate that the commitment’s impact extends beyond immediate objectives, laying the groundwork for sustained innovation and improved public service deliveryTo ensure that citizens of all groups are better supported by the government, OGP participating governments are working to improve the quality of and access to public services. Commitments in this are... More.

Provide evidence for your answer:

Digitalization in the work on the municipality.pdf

2.2 Did the commitment address the public policy problem that it intended to address as described in the action plan?

Yes

Provide a brief explanation of your answer:

The Commitment effectively addressed the public policy issue by introducing targeted measures that improve efficiency, transparency, inclusiveness, and innovation, as well as citizen engagement. The implementation of the digital seal on municipal e-services directly addressed the need for secure and trusted digital interactions. This initiative improved public trust in government services. In addition, by strengthening the digital infrastructure and enabling more secure channels for information disclosure and feedback, the Commitment encouraged greater participation and accountability of citizens, as well as municipal employees.
The introduction and use of the digital seal finalized the process of online submission of requests for document issuance by citizens and online receipt of documents. This process saves time and paper and contributes to environmental protection.

Provide evidence for your answer:

Results official1.pdf

3. Provide at least one lesson or reflection relating to the implementation of this commitment. It can be the identification of key barriers to implementation, an unexpected help/hindrance, recommendations for future commitments, or if the commitment should be taken forward to the next action plan.

One important insight from the implementation of the digital seal in the municipality’s e-services is the ongoing need to address digital literacy, especially among older generations. While the technology itself is robust and secure, many users from this demographic naturally face challenges navigating new digital platforms. This is a common experience worldwide, as adapting to rapidly evolving digital tools requires time and support. Recognizing this, it became clear that technological advancements must be paired with comprehensive training and awareness programs to ensure all citizens and municipal staff can confidently and effectively use the improved services. With enough attention regarding this part in educational efforts, the municipality can foster greater inclusionOGP participating governments are working to create governments that truly serve all people. Commitments in this area may address persons with disabilities, women and girls, lesbian, gay, bisexual, tr... More and maximize the benefits of digital transformation for everyone.