Public administration services are meant to be used by citizens and businesses and, as such, should be simplified as much as possible and organised in a user-friendly way. As EU membership aspirants, Western Balkan countries undergo different reform processes, and public administration reform (PAR) is one of the most challenging.

Keeping these objectives in mind, the countries of the region have carried out different initiatives and put efforts into changing the ways of providing administrative services to their citizens. What do citizens have to say about the provision of these services?

This report presents the results of the latest WeBER public perception survey, implemented in the entire Western Balkan region in May 2022. Additionally, the report draws main comparisons with the same survey implemented in 2020, shortly after the outbreak of COVID-19 pandemic, and informs about the main changes in public perceptions regarding administrative service provision in the last two years.

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