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DMS in the Public Administration of the Republic of Macedonia


In 2012, the government of Macedonia launched a comprehensive and complex project with the ultimate goal to improve the operational efficiency of the public administration and the quality of services provided to the citizens by the Ministries and the private sector through the automation of operations.

Of particular significance in this project is that it is an important step towards the introduction of a more efficient and service-oriented public administration. In particular, electronic archives have been introduced to public administration, as well as the electronic exchange of documents via predefined processes, meaning each document is scanned, and the responsible officials can monitor the progress of the document at any time.

The basis of these significant changes is the Document Management System (DMS system) which has been implemented in public administration. The system uses 2,500 staff in 16 public administration institutions, Ministries, and secretariats.

This project was led by the Ministry of Information Society and Administration of the Republic of Macedonia as the project coordinator, and it was implemented by KING ICT Macedonia, and supported by KING ICT Croatia and Aktivis (majority ownership by KING ICT Croatia).

The implementation of the project has fully met the user objectives, and the benefits have become measurable in a very short time. The most important benefits include:

- unified operation of the archives of all institutions, in accordance with the Law on Archival Work and Provisions for Office and Archival Work
- standardisation of processes and procedures of the institutions, in accordance with the internal ISO procedures
- facilitated search and access to documents
- the possibility of reporting on the status of documents at any time and at every stage of resolving cases
- measuring staff performance and detecting possible needs for allocation of resources to achieve greater staff efficiency and institutions as a whole
- reducing the operating costs and supply costs

Technical Characteristics of the Project

With this project we have realised the development, implementation, software maintenance, and support for a document management system. The solution implemented is EMC Documentum, set to EMC Documentum xCelerated Composition Platform (xCP). It is a unified system that is designed for use by multiple institutions. It is possible to manage the work and the administration of the document management system, as well as the content and business processes from any location using web-based access to the central system.

The following modules, functionalities, and processes of the DMS system are implemented:

- unique Documentum processes and Captiva processes, specially adapted to the operational method and organisational structure of each institution
- general - generic process for the circulation of documents through the institution
- a module for archival work in accordance with the Provisions of Office and Archival Work
- a module for registering complaints and suggestions
- a module for registering for first instance administrative proceedings
- a module for registering for second instance administrative proceedings
- reporting on the project status
- reporting on the process, adapted to the needs of each institution separately
- statistical reports
- a module for integrating the DMS system with external systems

Duration of the Entire Project

The system entered into production in 2012, and within 4 years increased the number of processes and involved parts of public administration. KING ICT has thus carried through a 4-year cycle of design, maintenance, and management of the DMS system. 

Igor Katuševski, managing director, KING ICT Macedonia:
“The Implementation of the Document and Management System Project in the public administration of the Republic of Macedonia, in its volume and complexity, represents a great success and an important reference for KING ICT Macedonia, and for all other KING ICT companies. It has been a real challenge working on a project that aimed to improve the operational efficiency of state institutions and improve the quality of administrative services in the public administration, but with the knowledge and abilities of highly competent staff, the aim of the project has been completed, and the greatest reward for the hard work is the satisfaction and confirmation of the client that our cooperation has been successful.”