Public information on citizens’ feedback regarding administrative services is lacking across the Western Balkans

Assessment shows that the majority of citizens across the Western Balkans believe that they do not have possibility to give their feedback on the quality of administrative services.

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Moreover, both basic and advanced information on citizens’ feedback regarding administrative services is generally lacking across the region. In terms of individual country rankings, best overall score was measured for Kosovo, while Bosnia and Herzegovina got the lowest of points.

The assessment comprised of a public perception survey targeting Western Balkan citizens (aged 18 and older), and a review of official websites of public service providers across the region, including central bodies or portals on administrative services. The survey examined citizens’ views on the availability of official feedback mechanisms, as well as their involvement in providing user feedback. In addition, website review on a sample of 5 services determined whether and to what extent institutions publish information regarding citizens’ feedback on the quality of administrative services.

Survey results suggest that only 3 in 10 citizens across the Western Balkans think that they have the possibility to give their feedback on the quality of services they receive. Kosovo, Macedonia and Albania rank the highest, while Bosnia and Herzegovina lags significantly behind. However, the vast majority of those citizens that have actually given feedback on the services used in the past two years find the channels for providing feedback as generally easy to use.

Regarding the monitoring and evaluation of service delivery, only one-fourth of Western Balkans citizens perceive it as a process inclusive of citizens or civil society in the past two years. Across the region, the share is the highest in Albania and Kosovo and the lowest in Bosnia and Herzegovina. Nevertheless, out of those who have a positive stance on the topic, the vast majority share the view that administrative services have improved as a result of such monitoring.

Websites review revealed that both basic and advanced information on citizens’ feedback regarding administrative services is generally lacking across the region. In Kosovo and Serbia, only for two services from the sample basic information on citizen feedback is provided online. In Bosnia and Herzegovina and Montenegro, only tax administrations have some basic information about user feedback. In Albania and Macedonia, no basic information on citizen feedback is publicly available for any of the sample administrative services. With the exception of Kosovo, no other country has advanced information on citizens’ feedback.

See the results by country here.