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This document analyzes the satisfaction of the citizens with the delivery of public services and identifies the key challenges for improving the situation. The analysis was made in order to give recommendations for improving the quality and availability of public services for citizens, as well as the satisfaction of citizens with the delivery of public services. The analysis covers the following aspects of public services: general satisfaction with the delivery of public services, quality of public service, manner and time of delivery, relation to the service provider, cost, system of complaints and corruption in public services.