Inclusive and Successful Digital Transformation for All – DIGITAL ALL (North Macedonia)

The project drew on several of our service areas. We piloted and ran a support centre, built digital tools around it, trained the City team, co-designed better services with the administration and prepared the handover.

• Pilots, implementation and scaling. From December 2020 to February 2021 we set up the centre in the City's Info Center with two technical support agents and the equipment they needed. Through to November 2021 the agents guided applicants through subsidy calls for inverters, bicycles, e-scooters, craftspeople and chimney cleaning, and through grant calls in education, entrepreneurship, culture and civil society. They also helped people correct or add documents requested by the City commission.
• Digital platforms and tools. We gave residents and organisations three ways in: a helpdesk by email and phone, in-person meetings where needed, and a dedicated web portal with information about the support available and access to digital city services.
• Capacity building and learning. Between January and July 2021 we trained the two agents, ran three trainings for city administration on the web platform and held a session for the City commission on accessing and working with the data. Eight trainings and workshops in total, including the co-design workshops below.
• Co-creation and innovation processes. Three workshops with the agents and city administration designed new public calls for grants and subsidies together. We proposed a redesign of the "Request for correct address" service, with new wording and format to meet national e-services requirements and be easier to use. We also designed a new public service, an online register of civil society organisations.
• Communication and handover. We published news about the centre, produced two promotional posters, held an official opening with the City and kept social media updated. After the change in city leadership we presented the centre to the new mayor and discussed next steps, so the City could carry the work forward.