Publications

Public administration reform is one of the key preconditions for joining the European Union (EU). In addition, demonstrating appropriate efforts to successfully implement reforms in this area is a prerequisite for opening negotiations. With this in mind, all Western Balkan countries, including Northern Macedonia, have taken initiatives to improve public services for citizens, as the most visible segment of public administration reform, but which have shown different results. This study tries to identify the most relevant examples of best practices in terms of delivery of public services in Europe, as well as relevant examples in Northern Macedonia, and based on those experiences to give recommendations for improving the quality and availability of public services, as well as to increase citizens' satisfaction with the delivery of public services.