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2nd Annual Meeting of Regional Quality Management Centre: Growing Impact in Scaling up Regional QM Expertise and Improving Service Delivery for Our Citizens

17 December 2022 News

The Meeting revealed the growing impact of the ReSPA’s RQMC in scaling up regional expertise in quality management as a prerequisite for more efficient service delivery. Implemented activities and concrete results as well as those planned within the Annual Plan for 2023 prove the devotion of the RQMC team of ReSPA to continuously amplify quality management performances in the public administrations as better services to our citizens.

“This year was extremely busy for us in RQMC of ReSPA. We set up a very ambitious plan and managed it successfully which resulted in 4 CAF implementations (Agency for Gender Equality, BiH, Ministry of Information Society and Administration from North Macedonia, Civile Service Agency in Republika Srpska, BiH, Ministry of Agriculture in North Macedonia), one ongoing implementation (Agency for State Commission for Prevention of Corruption of North Macedonia)  and 2 which are about to start as of January next year (PARCO, BiH and ReSPA). Also, we set up the CAF External Feedback Procedure (PEF), and trained 14 EFACs who are now the RQMC power force for mass issuing the CAF Effective User Label in the WB public administrations. We also finalized the first Periodical Regional Quality Management Analysis which consists of numerous findings and recommendations to the public institutions in the region. In parallel, we are intensifying the communication with the EIPA regarding our joint work in this field. Finally, through regular CAF and PEF meetings as well as Regional Conferences on Quality Management, RQMC continuously rises awareness of the importance of the QM in the Western Balkans. It is important to highlight that this comprehensive work couldn’t be done without the strong support of our stakeholders and our Austrian partners from KDZ  who intensively guided us on this learning process within the BACID III Programme,” highlighted Olivera Damjanović, ReSPA Programme Manager.

Philip Parzer from Austrian KDZ presented activities within the BACID III project among which are those related to the ReSPA RQMC focusing on Effective CAF User Certification, CAF implementation, CAF Network and CAF Mentoring. Mr Pharzer highlighted excellent collaboration with the ReSPA team and EFACs from the region. Mr Pharzer highlighted the importance of issuing the Effective CAF User label recognized globally not only on the EU level as a confirmation for the CAF implementation but also that the institutions implementing principles of QM which is the essence, not to have them at the paper but in real daily work.


Civil Service Agency of the Federation of Bosnia and Herzegovina successfully implemented the PEF procedure and will obtain the CAF Effective User Label - This is the first PEF procedure that we in RQMC did independently with the strong support and mentoring from the KDZ

Kenan Avdagić, ReSPA Expert and Dalibor Čopić, Head of Department for Training, Improvement of service delivery in the Civil Service Agency of Republika Srpska, BiH acted as the EFACs and frontrunners in the region who provided the first PEF procedure in the Civil Service Agency of Federation of BiH. They shared their experiences about this complex process from preparation, through a visit to the institution and finally reporting to ReSPA. From the side of the institution, Samra Ljuca, Assistant Director of the Agency shared her expressions from the Institutional perspective. Although it was challenging, with ReSPA support we were trained well and also were well guided by ReSPA through the whole process. “The application process wasn’t an easy one, but in this journey, we were fully supported by Olivera, Philip and Kenan and Dalibor” highlighted Ljuca.

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