Excerpt: A new civic technology initiative in North Macedonia aims to make local government information easier to access and understand through AI and citizen-centered design
In many North Macedonian communities, citizens want to participate in local decision-making, access public services, and understand administrative procedures. Yet they often face a common obstacle: information is scattered, difficult to find, written in complex bureaucratic language, or unavailable when people need it most. This challenge inspired the Association Center for Innovation and Development INOS from Prilep, North Macedonia, to launch the project “Prilep Civic Navigator” through the Digital Spark grant program. The goal of the project is simple but ambitious: To use artificial intelligence (AI) and digital innovation to help citizens better understand local government services and strengthen their participation in community life.
Why this project matters
For many residents, interacting with public institutions can be confusing and time-consuming. Questions such as “How do I apply for a municipal service?”, “Where do I submit a request?”, or “Who is responsible for solving a local issue?” often require navigating multiple websites, documents, or offices. While information may technically be public, accessibility remains a challenge.
This affects not only citizens’ ability to exercise their rights but also their trust in public institutions. At INOS, there exists a belief that technology should simplify civic participation rather than create additional barriers. The project identified an opportunity to explore how artificial intelligence could help bridge the gap between citizens and local governments by making information more accessible and understandable.
Building a digital guide for citizens
Prilep Civic Navigator is being developed as a digital civic assistance platform that will help citizens find information about local administrative procedures, municipal services, and participation opportunities more quickly and easily. The project combines civic engagement, digital innovation, and artificial intelligence. Rather than requiring users to search across multiple sources, the platform aims to provide clear guidance through a simple and intuitive interface.
The project team has been working on mapping local administrative procedures, identifying common citizen questions, and exploring how AI-powered tools can support information delivery in a responsible and ethical manner. Throughout the process, the project has also focused on ensuring that the platform reflects real community needs. Technology alone is not enough; successful digital democracy solutions must be built around people and their everyday experiences.
Learning as part of innovation
One of the most valuable aspects of participating in the Digital Spark program has been the opportunity to strengthen the NGO’s own capacities while implementing the project. Developing an AI-supported civic solution requires not only technical knowledge but also a strong understanding of digital rights, information integrity, online security, and ethical technology use. Through the program’s learning opportunities, the NGO’s employees are expanding knowledge of artificial intelligence, cybersecurity, communication strategies, and methods for countering misinformation. These skills will help them create a solution that is both innovative and trustworthy.
The project has also connected INOS with other organizations across the region that are working on similar challenges. Sharing experiences and learning from different approaches has reinforced the idea that civic technology can play an important role in strengthening democratic participation.
Early reactions and expectations
Although the platform is still under development, the idea has already generated interest among local stakeholders and citizens. Many people immediately recognize the challenge that the project seeks to address because they have experienced difficulties in accessing information or understanding administrative processes themselves. The strongest feedback INOS has received so far is that citizens want public information presented in a simpler and more understandable way. They are looking for practical solutions that save time and reduce frustration. This response confirms that there is a genuine need for tools that help citizens navigate public services more efficiently.
Looking ahead
The long-term impact of Prilep Civic Navigator will become visible as the platform develops and begins serving citizens directly. INOS hopes that it will contribute to greater civic participation, improved access to information, and stronger connections between citizens and local institutions. Beyond the immediate project activities, INOS sees this initiative as an opportunity to explore how artificial intelligence can be applied responsibly in the civic sector. The people behind the project hope that the lessons learned in Prilep can inspire similar approaches in other communities facing comparable challenges.
For INOS, this project has reinforced an important lesson: digital innovation is most effective when it starts with real community needs. Technology should not be an end in itself; it should be a tool that empowers people. As INOS continues developing Prilep Civic Navigator, it remains committed to building solutions that put citizens at the center and help create a more informed and engaged community.
Marija Midovska Petkoska
Project coordinator
Association Center for Innovation and Development INOS
Prilep, North Macedonia
