EU-funded project on support of public administration reform closed

Five institutions providing more than 50 over-the-counter services will receive recommendations from the Ministry of Information Society and Administration (MISA) on how to make the services for citizens cheaper and more effective.

The ministry drafted the recommendations following an analysis prepared together with EU experts on the functioning of the Ministry of Interior, the Health Insurance Fund, the Central Register, the Pension and Disability Fund, and the Public Revenue Office as part of the project titled "Support in the area of public administration reform – Analysis of workflow and development of performance measurement system". The project, which ended on Thursday, was conducted between March and November 2011 with funds in amount of 200,000 euros provided by the European Union.

"Upon our request, the EU has helped us with experts, an in-depth analysis has been made into the functioning of institutions i.e. into the steps made while dealing with a certain case," Minister of Information Society and Administration, Ivo Ivanovski stated.

After the number of civil servants involved has been determined and the cost of services, an evaluation will be made whether some of these steps can be annulled.

"Such an analysis has been made for the first time after which concrete recommendations will be offered to the institutions advising them to solve issues in a quick and effective fashion, which for us is a priority," Ivanovksi said.

Lukas Melka, Head of Sector at the EU Delegation, noted that the Union through the project was supporting the development of an effective, professional, transparent public administration to be able to address challenges related to EU membership accession.

"The EU will keep on supporting other similar activities. Five projects are in the works for 2012 in amount of two million euros. The EU in coming years will financially support the reforms process of the public administration," Melka said.

During the 8-month project the following outcomes are reported: assessment of the workflow of documents, communications and interfaces in the institutions which mostly provide over-the-counter services to citizens performed; performance measurement system is created - methodology for objective assessment of the public/civil servants performance, which includes proposals for legislative and organisational set up for its implementation; methodology for customer satisfaction measurement is developed; handbook for citizen service approach in the public administration for the first line public employees is created and a curriculum training is developed.

Five institutions providing more than 50 over-the-counter services will receive recommendations from the Ministry of Information Society and Administration (MISA) on how to make the services for citizens cheaper and more effective.

The ministry drafted the recommendations following an analysis prepared together with EU experts on the functioning of the Ministry of Interior, the Health Insurance Fund, the Central Register, the Pension and Disability Fund, and the Public Revenue Office as part of the project titled "Support in the area of public administration reform – Analysis of workflow and development of performance measurement system". The project, which ended on Thursday, was conducted between March and November 2011 with funds in amount of 200,000 euros provided by the European Union.

"Upon our request, the EU has helped us with experts, an in-depth analysis has been made into the functioning of institutions i.e. into the steps made while dealing with a certain case," Minister of Information Society and Administration, Ivo Ivanovski stated.

After the number of civil servants involved has been determined and the cost of services, an evaluation will be made whether some of these steps can be annulled.

"Such an analysis has been made for the first time after which concrete recommendations will be offered to the institutions advising them to solve issues in a quick and effective fashion, which for us is a priority," Ivanovksi said.

Lukas Melka, Head of Sector at the EU Delegation, noted that the Union through the project was supporting the development of an effective, professional, transparent public administration to be able to address challenges related to EU membership accession.

"The EU will keep on supporting other similar activities. Five projects are in the works for 2012 in amount of two million euros. The EU in coming years will financially support the reforms process of the public administration," Melka said.

During the 8-month project the following outcomes are reported: assessment of the workflow of documents, communications and interfaces in the institutions which mostly provide over-the-counter services to citizens performed; performance measurement system is created - methodology for objective assessment of the public/civil servants performance, which includes proposals for legislative and organisational set up for its implementation; methodology for customer satisfaction measurement is developed; handbook for citizen service approach in the public administration for the first line public employees is created and a curriculum training is developed.