Local services monitoring

The Center for Civil Society Promotion (CCSP) implemented the project Local Services Monitoring: CSOs, Citizens, and Local Authorities Together for Better Services, funded by the Open Society Fund B&H.

The overall goal of the project was to support the development of democratic local government in Bosnia and Herzegovina based on the principles of participation, non-discrimination and accountability of local authorities.

Holders of project activities were partner organizations operating in the area of ​​target municipalities. The project activities involved 75 NGOs and informal groups through participation in forums, advocacy campaigns and other project activities.

Representatives of higher levels of government (Assemblies and Governments of the Cantons in the Federation of Bosnia and Herzegovina and Ministries in the RS Government) were invited to participate in the work of public forums, forums, and panels/round tables planned by the project activities.

Indirect beneficiaries were a wide range of community members in local government units, project participants including citizens, civil society representatives, and the business sector who benefited from greater involvement of direct beneficiaries in protecting the interests of citizens in the field of public services.

The project implementation time frame was 16 months, starting from September 2011 to December 2013.

The results of the project were:

  • The ability of NGOs and citizens to actively participate in the process of creating and monitoring the implementation of public policies related to public services;
  • Increased awareness of citizens and all members of the local community in municipalities, project participants on the importance of the scope and quality of services provided by local governments;
  • The satisfaction survey process initiated an open and inclusive discussion on the results of the work of local authorities related to the scope and quality of public services within their competence;
  • Increased responsibility and readiness of local authorities for a new creative and innovative approach in the provision of public services that will meet the real needs and interests in terms of scope and quality;
  • Local authorities received significant inputs/feedback from citizens that will be useful to them in the process of setting priorities for the allocation of budget funds to finance certain services;
  • Direct project beneficiaries trained to be involved in the election process as well-informed citizens.

The main purpose of this project was to solve the above problems through the use of the PULS methodology developed by the partner organization EDA from Banja Luka. Otherwise, the basic goals, results and activities of this project are complementary to the project that EDA has been implementing with the support of the Open Society Fund BiH.

Besides this methodology, other results of EDA project were used in this one, together with the technical expert capacities of the EDA organization. The new CSSP project contributed to the improvement of local government services in selected local governments through:

(i) capacity building of non-governmental organizations (“partner NGOs”) to apply the PULS methodology as a new approach to improving local government services,

(ii) establishing better two-way communication between citizens and their organizations and the leadership of local self-government units, and

(iii) increasing the responsibility of local governments to improve the quality of life and corresponding local public policies.

The main purpose and goal of the project can therefore be defined as improving the responsibility and efficiency of local authorities in BiH in providing public services and meeting the real needs of citizens through a more active role of civil society.

This goal was achieved through the application of the PULS methodology in 23 local self-government units for continuous assessment and improvement of public services, which will enable civil society representatives to effectively influence the more responsible work of local authorities.

Sampling and conducting the survey was the starting point in the operationalization of the PULS methodology which determined the current state of satisfaction with public services based on household surveys in all local communities in 23 selected local governments, according to the defined sample.

The holder of this group of activities were partner NGOs, including CCSP, and independent MDA initiatives from Doboj, and LDA from Mostar, with the engagement of an appropriate number of volunteers and with the technical assistance of consultants from EDA.

The CCSP, together with partner NGOs, conducted research in the ​​municipalities:

Centar-Sarajevo

Novo Sarajevo

Novi Grad

Stari Grad

Ilidža

Vogošća

Brcko

Zenica

Visoko

Tuzla

Zvornik

Travnik

Prijedor

Teslic

Srebrenik

In addition to these fifteen municipalities, the organization of the MDP Initiative Doboj conducted research in the municipalities:

Maglaj

Derventa

Šamac

Doboj

The LDA organization from Mostar conducted research in the municipalities:

Mostar

Jablanica

Konjic

List of public services covered by the customer satisfaction survey:

Report examining the satisfaction of public service users in the Municipality of Zenica

Report examining the satisfaction of public service users in the Municipality of Vogošća

Report examining the satisfaction of public service users in the Municipality of Stari Grad

Report examining the satisfaction of public service users in the Municipality of Novi Grad

Report on the satisfaction survey of users of public services in the Municipality of Ilidža

Report examining the satisfaction of public service users in the Brcko District

Report on the satisfaction survey of public service users in the Municipality of Bosanska Krupa

Report examining the satisfaction of public service users in the Municipality of Prijedor

Report examining the satisfaction of public service users in the Municipality of Živinice

Report on the satisfaction survey of public service users in the Municipality of Centar Sarajevo

Report examining the satisfaction of public service users in the Municipality of Srebrenik

Report examining the satisfaction of public service users in the Municipality of Teslić

Report examining the satisfaction of public service users in the Municipality of Travnik

Report on the satisfaction survey of users of public services in the Municipality of Tuzla

Report examining the satisfaction of public service users in the Municipality of Visoko

Report examining the satisfaction of public service users in the Municipality of Zvornik

Report on the satisfaction survey of public service users in the Municipality of Novo Sarajevo

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