"SINGLE ENTRY POINT"

AFTERCARE SYSTEM

FEBRUARY 2021

DTIDZ introduces a new so-called"single entry point" aftercaresystem.

It is based on the principle ofpersonalized support and activetwo-way communication enablingfull professional support foreach investor.

Easier access to services for companies

Personalized support for theirrequirements and needs in the post-investment phase

Professional and timely care for allinvestors / companies active in the freezones.

Active two-way communication

GOALS

THE CONCEPT

#SINGLE CONTACT PERSON

Each company has its own appointedsingle contact person for directcommunication

Each request can be submitted online byfulfilling the form - https://fez.gov.mk/#customer

LIABILITY

The contact person is always availablefor the requests / needs of thecompany through official mobile, e-mailand other ways of businesscommunication. In exceptional situationthe contact person is available to thecompany outside of business hours.

ACCOUNTABILITY

The contact person provides timelysupport and response to requests andneeds (no later than 5 days fromreceipt of the request).

COMMITMENT

Maintains regular contacts withcompanies

CONSISTENCY

The contact person must conduct follow up checks ifthe company is satisfied with the actionstakenrelated to the submitted request.

A questionnaire will be submitted to all customerson quarterly basis. It will be used to survey the customer satisfaction and the results will be basisfor further upgrade of the customer care.

FOLLOW UP

PILLAR I

Support in providinginformation andprocessing requestsrelated to the servicesof the Directorate

PILLAR II

Support in providinginformation andprocessing requestsrelated to the servicesof the other publicinstitutions

PILLAR III

Support, analysis andrecommendations inmeeting marketrelated needs

PILLARS OF SERVICES

Preparation and completion of a mandatory set ofdocuments for concluding contracts with DTIDZ. Support in providing information, analysis, andrecommendations related to the state aid. Support in the phase of preparation, consultations,and implementation of business plans for investments(investment expansion). Support in the preparation, consultations andimplementation of projects related to R&DContinuous monitoring and provision of informationrelated to the fulfillment of the obligations of theDirectorate towards the customers.

PILLAR I (DTIDZ RELATED)

Support in providing services related to work permitsand residence permits

Support in providing public services related to abuilding permit.

Support in providing quick access to the right to taxand customs exemptions.

PILLAR II (OTHER PUBLIC INSTITUTIONS)

PILLAR III

a. Labor – we hire professional service that canconduct an analysis for you and provide somespecific recommendations. Matching your needs withspecific offer on the market plus somerecommendations on trainings and retention policyis also available

b. Construction works – we hire professionalservice that can organise matters related to designand construction works. The service can includepossibility for assistance in accessing localfinancing for the works. We also take into accountpast experience of the investors with the localcompanies. c. Specific goods and services, as specified fromthe investor - the Directorate is currently settingup a registry for high-quality goods and serviceproviders in the country in different sectors.

Support,analysis and recommendations forproviding quality human resources and laborforce

Assistance in getting goods and servicesfrom third parties on the local market,including access to special governmentsupport mechanism aimed to increase tech.capacity or tech. readiness of the targetedlocal suppliers.

Advisory service for various mattersrelated to Government/local authoritiesoperations (including procurements,infrastructure investment, etc.)

Access to special governmental supportmechanism aimed to increase productivity.

*For all services that are notincluded in the list, and are ofinterest of the user, appropriatesupport will be provided within thecompetencies and capacities of theDirectorate.

*This list is notexhaustive and can be

enlarged.

MAILING ADDRESS

PHONE NUMBER

E-MAIL ADDRESS

Partizanski Odredi Boulevard No.2, P.O.Box 311,1000 Skopje, Republic of North Macedonia

00389 -2/311 11 66

support@fez.gov.mk