Service delivery in the education, policy sector

In this report, we have analysed the service delivery management of the Ministry of Education and Science (MES) of the Republic of North Macedonia (RNM) with a focus on the opportunity for citizens to provide feedback and whether this feedback is published and serves as a basis for plans to further improve services.

The institution provides approximately 67 central services to its diverse group of users/youngsters (pupils, students), elderly people, and people with disabilities. Hence, we considered this institution to represent the whole social structure of the country, since its final users are citizens from different demographic categories from different age groups to citizens with disabilities. The analysis should be an accurate reflection of the service delivery management in the public sector in the Republic of North Macedonia even though we focused on one sector-specific institution in education.

The education sector is a broad field that encompasses many public institutions, such as the Bureau for Development of Education (BDE), elementary schools, high schools, universities and the faculties, which are the universities’ editions, the State Education Inspectorate, and the State Examination Centre. However, for the purpose of this analysis, we have selected the central services that the Ministry of Education and Science provides, which does not include the university-level services which according to the Law on Higher Education from 2020 are autonomous in their functioning and have a high level of decentralisation from the MES.

For the purpose of conducting this analysis, we have obtained information on the subject of analysis from relevant government websites, relevant research analysis, FOI requests, and in-depth interviews with relevant employees from the MES.