Quality Management


We are committed to modernising citizen-oriented service delivery by improving management and administrative procedures

To translate this commitment into practice, we united forces with ReSPA Quality Management Working Group in a coherent, effective and efficient approach, being aware that proper policy development and monitoring mechanisms are the prerequisites for efficient service delivery.

Our objective is to find the optimal way to improve public administration quality management, simplify the organisational processes, and design and deliver user-centred public services. Jointly with the WB public administrations dealing with quality management and service delivery, we are addressing their needs considering an adequate institutional set-up that provides quality public services. We explore the situation and factors that contribute to each of ReSPA member countries' particular concerns about service delivery. For that purpose, we have designed and conducted regional analysis about service delivery detecting the challenges and solutions to elaborate findings and implement changes in service delivery regionally. 

In 2018, we developed a comprehensive Regional Study on Service Delivery in the Western Balkans. This study provided an overview of and insight into public service "delivery". The study is comparative and explorative. It brought together interesting practices (approaches, methodologies, instruments, etc.) and developed a unique analytical framework and the recommendations which inspired many of the actions, such as the public administration awards methodology. Before this study, we developed a Regional baseline study in QPAPS that identified "Islands of Excellence in the domain of QPAS" and a Feasibility study on the establishment of QM regional centre within ReSPA. The latter has indicated the readiness of ReSPA to foster Regional Quality Management  Centre  (RQMC) and proposed possible building blocks of the Centre.

RQMC  will support the broader implementation of the Common Assessment Framework (CAF) as a European, tailor-made Total Quality Management Tool (TQM) for public administration. Through RQMC,  those institutions that have already implemented  CAF will acquire CAF Certification with an "Effective CAF User" Lable and get through Procedure for External Feedback (PEF). By doing CAF Certification, RQMC will raise the bar to apply quality management systems across the region through CAF introduction and institutionalisation. RQMC established regional CAF and PEF networks that promote the use of CAF. Both networks will be provided with an opportunity to learn from best practices. The ultimate goal of RQMC is to gradually improve public service delivery to meet to the biggest extent needs of citizens and businesses through TQM tools' implementation.

Being a CAF dedicated organisation, ReSPA was awarded with the "Effective CAF-USER" Label. In June 2020, the CAF centre of KDZ – Center for Administrative Research awarded our institution with the Label to prove our overall excellent institutional performance. This prestigious award comes as a recognition of the commitment and enthusiasm of the entire ReSPA team after more than two years of CAF implementation within ReSPA.

To raise awareness and award the innovative practices of high value from the public administrations, we established bi-annual the Western Balkan Public Administration Awards jointly with the OECD/SIGMA. The Award aims to recognise and promote governments efforts that advance and anchor innovative, effective, inclusive and adaptable practices in the Western Balkans public administrations.  In 2020 the PA Award focused on successful responses to the coronavirus pandemic, as the governments' endeavours became inventive and influential in providing services, especially in public health and the economy. The Awards clearly showed the tremendous WB governments effort in overcoming the pandemic. Hence, the jury decided to award eleven champions divided into Digital Government, e-Economy, e-Learning, e-Health and Social Innovation.

In the years to come, ReSPA will stay committed to exploring and implementing the best ways to support its Members in responding to particular challenges and reform requirements in service delivery. We will dedicate ourselves to developing research and analytical papers within this area by providing various opportunities to strengthen public officials' capacities. Through RQMC we shall address public administrations' needs and interests in the continuous improvement of their performances and the quality of public services they provide.

Get in touch with the members of our team

Mr. Dragan ĐurićProgramme Manager - Coordinator
Ms. Olivera Damjanovic Ms. Olivera DamjanovicProgramme Manager
Mr. Slaven BukaricaProgramme Assistant
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