WeBER Policy Briefs

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 [...]

Under the WeBER 3.0 project’s Small Grant Facility, the European Policy Institute – Skopje (EPI) signed grant contracts with three civil society organisations to enhance citizen engagement in public administration reform (PAR) at the local level. The Consumers Organisation of Macedonia (COM) worked on digitalising and modernising communal services in Ohrid; Blink 42-21 developed a digital platform to improve public services in Kochani; and Pro Local focused on bringing digital municipal services closer to citizens in Bitola and on developing a digital cultural calendar for citizens there. As part of these initiatives, each organisation conducted exit polls among around 200 citizens to gather their feedback on local administrations, to inform efforts towards more transparent, accountable, and citizen-centred governance in line with EU standards. Download the brief here. ENG | MKD

This policy brief proposes concrete measures to enhance access to public services for citizens with and without disabilities in the Republic of North Macedonia (NM). It has been prepared within the Western Balkans Enablers for Reforming Public Administrations— Monitoring of Public Administration Reform project (WeBER 3.0). The methodological framework combines normative analysis of domestic legislation and institutional mechanisms with comparative alignment with United Nations (UN) conventions and jurisprudence relevant to this field. It employs a mixed-methods approach grounded in normative-legal analysis, quantitative benchmarking, and qualitative stakeholder insights. It draws on the analytical findings from the focus group held on 12 May 2025. This brief highlights systemic gaps in the provision of public services for vulnerable groups of citizens with and without disabilities. The framework adheres to the Principles of Public Administration (also known as the SIGMA Principles) to evaluate the coherence between legal frameworks, institutional practices, and inclusive equality. Download the brief here. ENG | MKD

It has been four years since the government reorganization process, which primarily involved reducing the number of ministries, but did not extend to other bodies under their responsibility. This process was a result of an electoral promise and the subsequent agreement between the two parties, VV and LDK, which formed a postelection coalition to establish the government known as the "Government Kurti 1" in February 2020. Originally, there were 21 ministries, but as a result of the political agreement between VV and LDK, it was proposed to reduce the number to 15. However, due to political changes following the formation of the Hoti Government later in the same year, an additional ministry was added, bringing the total to 16 ministries. In 2021, with the formation of the Government Kurti 2, the number of ministries was reduced again to 15. The analysis focuses on several key aspects, including the rationale behind the organizational process, the legal framework, internal structure, classification, and the reorganization of job positions. Each segment is systematically examined, analyzing its impact on the government reorganization process and how it contributes to optimizing its functionality. The analysis focuses on evaluating the rationale behind the organizational changes, examining [...]

A professional, impartial, and effective public administration is key to the functioning of every democratic society. Therefore, it is very important to recruit educated and skilled professionals who are selected based on their qualities rather than their political affiliation. Recruitments, promotions, and dismissals of civil servants based on merit encourage candidates to apply for job positions in public administration, knowing that they will go through a transparent selection procedure and be assessed based on their competencies. Simultaneously, it motivates them to be proactive, ambitious, and hard-working, expecting to be rewarded for their work. This is especially important for senior civil servants with greater obligations and responsibilities. Hence, it is even more significant that their selection is merit-based. Their decisions affect the entire institution, which means they must respect the priorities of the government and the citizens they serve, acting in compliance with ethical standards. Such a professional attitude towards work, particularly among senior civil servants, strengthens personal and institutional integrity while increasing responsibility in work and enhancing public trust in institutions. Download the brief here ENG | MKD

In every constitutional democracy, independent institutions play a crucial role in maintaining checks and balances. In Albania, the State Audit Institution (SAI) is the highest supervisory authority for financial and administrative matters within public institutions. It provides recommendations for public institutions, the central government, local authorities, and public companies or joint-stock companies where the state holds a 50%+1 share. SAI also has a clear constitutional mandate to oversee and audit the use of public funds, ensuring they are managed responsibly and transparently. Download the brief here ENG