The overall objective of establishing this working group is to assist ReSPA’s Member States and Kosovo* in enhancing the quality of their public sector by exchanging information on Quality of Public Administrations & Services issues in their countries respectively and look for challenges and solutions to be elaborated at regional basis. Topics dealt with might be Quality management systems and different QM instruments such as: Common Assessment Framework (CAF), process management, citizen involvement, satisfaction measurement and management, etc.
The specific objectives of the working group are:
• To exchange experience and practices aimed to facilitate work of the QPAS working group taking into account state of the art in the Western Balkans and in the EU taking in particular into account the Austrian QM model and experience.
• To discuss on how to reach balance (the pros and cons) in the context of different quality management systems in the public sector
• To get an overview of different quality management systems in the public sector implementation (several comparable countries).

* This designation is without prejudice to positions on status, and is in line with UNSCR 1244 and ICJ Advisory opinion on the Kosovo Declaration of independence