Citizen Perception of Public Administration Services in Kosovo: Results from Exit Polling in three municipalities on Service Quality, Accessibility and Digital Transformation
This brief presents the results of a citizen perception survey on public administration services conducted in the municipalities of Prishtina, Podujeva and Mitrovica. Citizens interact with public institutions mainly for civil registration, utilities and essential documentation. Citizens across all municipalities have frequent interaction with public institutions, mainly for civil registration, utilities and basic documentation. For this survey, in Podujeva almost all interactions were with central institutions for the extraction of personal documents, in Prishtina there is a combination of central and local institutions and in Mitrovica the results show answers for the regional water utility mainly. These differences shape both access and user experience. Satisfaction with services is generally high. Many citizens note improvements in service speed, clearer procedures and better staff conduct, consistent with Public Administration Reform Strategy (PARS) objectives to reduce administrative burden and improve service delivery. However, dissatisfaction is more common in Prishtina, where longer waiting times, inconsistent information and organisational issues reflect higher institutional complexity.
Digitalisation is progressing but is still behind and varies based on location. While many citizens use e-Kosova and rate it positively, only a limited share can complete services fully online. Physical visits remain necessary due to interoperability gaps and incomplete digital integration, with significant variation between municipalities. Accessibility challenges persist, particularly in ensuring adequate support for vulnerable groups and improving physical access to administrative buildings. Taken together, the findings show a public administration that is improving but still marked by fragmentation and uneven implementation of reforms. Continued efforts are required to harmonise service standards, expand digital services and ensure inclusive, predictable and citizen-oriented service delivery across all municipalities.
Download the brief here. ENG
Citizen Perception of Public Administration Services in Kosovo: Results from Exit Polling in three municipalities on Service Quality, Accessibility and Digital Transformation
This brief presents the results of a citizen perception survey on public administration services conducted in the municipalities of Prishtina, Podujeva and Mitrovica. Citizens interact with public institutions mainly for civil registration, utilities and essential documentation. Citizens across all municipalities have frequent interaction with public institutions, mainly for civil registration, utilities and basic documentation. For this survey, in Podujeva almost all interactions were with central institutions for the extraction of personal documents, in Prishtina there is a combination of central and local institutions and in Mitrovica the results show answers for the regional water utility mainly. These differences shape both access and user experience. Satisfaction with services is generally high. Many citizens note improvements in service speed, clearer procedures and better staff conduct, consistent with Public Administration Reform Strategy (PARS) objectives to reduce administrative burden and improve service delivery. However, dissatisfaction is more common in Prishtina, where longer waiting times, inconsistent information and organisational issues reflect higher institutional complexity.
Digitalisation is progressing but is still behind and varies based on location. While many citizens use e-Kosova and rate it positively, only a limited share can complete services fully online. Physical visits remain necessary due to interoperability gaps and incomplete digital integration, with significant variation between municipalities. Accessibility challenges persist, particularly in ensuring adequate support for vulnerable groups and improving physical access to administrative buildings. Taken together, the findings show a public administration that is improving but still marked by fragmentation and uneven implementation of reforms. Continued efforts are required to harmonise service standards, expand digital services and ensure inclusive, predictable and citizen-oriented service delivery across all municipalities.
Download the brief here. ENG
