{"id":15384,"date":"2020-08-18T09:38:42","date_gmt":"2020-08-18T09:38:42","guid":{"rendered":"https:\/\/epi.org.mk\/post\/15384"},"modified":"2024-10-14T02:48:52","modified_gmt":"2024-10-14T00:48:52","slug":"%d0%b4%d0%b0%d0%b2%d0%b0%d1%82%d0%b5%d0%bb%d0%b8%d1%82%d0%b5-%d0%bd%d0%b0-%d0%b0%d0%b4%d0%bc%d0%b8%d0%bd%d0%b8%d1%81%d1%82%d1%80%d0%b0%d1%82%d0%b8%d0%b2%d0%bd%d0%b8-%d1%83%d1%81%d0%bb%d1%83%d0%b3","status":"publish","type":"post","link":"https:\/\/epi.org.mk\/en\/post\/15384?lang=en","title":{"rendered":"Providers of administrative services need to regularly reveal the content of feedback by citizens"},"content":{"rendered":"<p><em>Brand-new public perception survey results indicate fewer citizen-friendly options for providing opinions on administrative services, compared to PAR Monitor 2017\/2018. At the same time, public opinion regarding the involvement of citizens and civil society in monitoring services is clearly growing. When it comes to the availability of information on citizen feedback, websites of service providers are no better than before. Such information on received feedback is mostly absent from their online portals, even in its most basic form.<\/em><\/p>\n<h3>The public views feedback channels as harder to use but stronger effects of external monitoring of service delivery<\/h3>\n<p>Perception surveys indicate that around half of the Western Balkan population sees possibilities to give opinions on the quality of services. This perception grew for almost 20% since the PAR Monitor 2017\/2018. On the country level, roughly a third of citizens in\u00a0<strong>Albania<\/strong>\u00a0and\u00a0<strong>Bosnia and Herzegovina<\/strong>\u00a0believe this is the case while in all the others, it reaches more than 50% of population.<\/p>\n<p>In terms of the citizen-friendliness however, things appear to have gotten worse. A striking example is\u00a0<strong>Albania<\/strong>, with 42% less of those surveyed noting that feedback channels are easy to use. In four of the countries, this decline is 30 percentage points or more.<\/p>\n<figure id=\"attachment_15385\" aria-describedby=\"caption-attachment-15385\" style=\"width: 1024px\" class=\"wp-caption aligncenter\"><img fetchpriority=\"high\" decoding=\"async\" class=\"size-large wp-image-15385\" src=\"https:\/\/epi.org.mk\/wp-content\/uploads\/par_grafik-1-1-1024x481.png\" alt=\"% of citizens who perceive that channels for providing opinions on the quality of administrative services are easy or very easy to use\" width=\"1024\" height=\"481\" srcset=\"https:\/\/epi.org.mk\/wp-content\/uploads\/par_grafik-1-1-1024x481.png 1024w, https:\/\/epi.org.mk\/wp-content\/uploads\/par_grafik-1-1-300x141.png 300w, https:\/\/epi.org.mk\/wp-content\/uploads\/par_grafik-1-1-768x361.png 768w, https:\/\/epi.org.mk\/wp-content\/uploads\/par_grafik-1-1.png 1367w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption id=\"caption-attachment-15385\" class=\"wp-caption-text\">% of citizens who perceive that channels for providing opinions on the quality of administrative services are easy or very easy to use<\/figcaption><\/figure>\n<p>More citizens in the region feel they are involved, together with civil society, in monitoring service delivery by administrations (42% as opposed to 26% previously). This has also led to a growing perception that such involvement has in fact improved service delivery. The difference can go as high as 20 percentage points, as in the cases of\u00a0<strong>Kosovo<\/strong>\u00a0and\u00a0<strong>Bosnia and Herzegovina<\/strong>.<\/p>\n<figure id=\"attachment_15388\" aria-describedby=\"caption-attachment-15388\" style=\"width: 1024px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"size-large wp-image-15388\" src=\"https:\/\/epi.org.mk\/wp-content\/uploads\/par_grafik-2-1-1024x440.png\" alt=\"% of citizens who agree that the involvement of citizens and civil society in monitoring resulted in improvements of services\" width=\"1024\" height=\"440\" srcset=\"https:\/\/epi.org.mk\/wp-content\/uploads\/par_grafik-2-1-1024x440.png 1024w, https:\/\/epi.org.mk\/wp-content\/uploads\/par_grafik-2-1-300x129.png 300w, https:\/\/epi.org.mk\/wp-content\/uploads\/par_grafik-2-1-768x330.png 768w, https:\/\/epi.org.mk\/wp-content\/uploads\/par_grafik-2-1.png 1426w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption id=\"caption-attachment-15388\" class=\"wp-caption-text\">% of citizens who agree that the involvement of citizens and civil society in monitoring resulted in improvements of services<\/figcaption><\/figure>\n<h3>Service providers remain reluctant to divulge details on feedback from citizens<\/h3>\n<p>There is a general lack of transparency of the information shared by citizens as feedback. Like the baseline PAR Monitor, administrations share almost no such information regarding five common administrative services. These include property, business, vehicle registration, obtaining personal documents, and VAT declaration and payment.<\/p>\n<p>Still, some have just started publishing information in some areas \u2013 in\u00a0<strong>Albania,<\/strong>\u00a0for vehicle registration, and in<strong>\u00a0Serbia,<\/strong>\u00a0there is some basic data on the numbers of received and resolved complaints regarding registering businesses.<\/p>\n<p>Overall, without transparency on feedback and how it is being used, citizen-oriented service delivery is hardly imaginable. Providing details on how users feel about services should become business as usual, but is, instead, lacking for the second monitoring cycle in a row. Overall, the PAR Monitor 2019\/2020 has shown few major changes, and a certain level of backsliding in two countries.<\/p>\n<figure id=\"attachment_15392\" aria-describedby=\"caption-attachment-15392\" style=\"width: 1024px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"size-large wp-image-15392\" src=\"https:\/\/epi.org.mk\/wp-content\/uploads\/par_grafik-3-1-1024x464.png\" alt=\"Regional indicator values for public perception and availability of information on citizen feedback regarding the quality of administrative services (scale 0-5)\" width=\"1024\" height=\"464\" srcset=\"https:\/\/epi.org.mk\/wp-content\/uploads\/par_grafik-3-1-1024x464.png 1024w, https:\/\/epi.org.mk\/wp-content\/uploads\/par_grafik-3-1-300x136.png 300w, https:\/\/epi.org.mk\/wp-content\/uploads\/par_grafik-3-1-768x348.png 768w, https:\/\/epi.org.mk\/wp-content\/uploads\/par_grafik-3-1.png 1452w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption id=\"caption-attachment-15392\" class=\"wp-caption-text\">Regional indicator values for public perception and availability of information on citizen feedback regarding the quality of administrative services (scale 0-5)<\/figcaption><\/figure>","protected":false},"excerpt":{"rendered":"<p>Brand-new public perception survey results indicate fewer citizen-friendly options for providing opinions on administrative services, compared to PAR Monitor 2017\/2018. At the same time, public opinion regarding the involvement of citizens and civil society in monitoring services is clearly growing. When it comes to the availability of information on citizen feedback, websites of service providers [&hellip;]<\/p>","protected":false},"author":4,"featured_media":15370,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[106],"tags":[337],"class_list":["post-15384","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-106","tag-2020-2"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Providers of administrative services need to regularly reveal the content of feedback by citizens - EPI<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/epi.org.mk\/en\/post\/15384\/?lang=en\" \/>\n<meta property=\"og:locale\" content=\"mk_MK\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Providers of administrative services need to regularly reveal the content of feedback by citizens - EPI\" \/>\n<meta property=\"og:description\" content=\"Brand-new public perception survey results indicate fewer citizen-friendly options for providing opinions on administrative services, compared to PAR Monitor 2017\/2018. At the same time, public opinion regarding the involvement of citizens and civil society in monitoring services is clearly growing. 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